Summary
Mapping the end-to-end customer journey is a key responsibility and capability of the customer experience function. Stepping into customers’ shoes and experiencing what it’s like to interact with a company’s customer-facing functions and processes at every touchpoint can be transformative. Customer journey mapping also reveals moments of truth and illuminates’ issues caused by silos in the business. In this report, we describe how Anaplan established a successful customer journey mapping program during a period of hyper-growth, which renewed an organizationwide commitment to customer-centricity.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).