Case Study

Anaplan: Mapping The Customer Journey To Jump-Start Customer-Centricity

November 5th, 2018
Lisa Nakano, null
Lisa Nakano


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.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.