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Description
Firms have widely adopted journey mapping, hoping that the tool will guide them down the path toward customer centricity. But despite its popularity, many firms still struggle to create and implement maps that drive meaningful change. This webinar introduces Forrester’s Journey Mapping Canvas — a tool firms can leverage to effectively plan their journey mapping efforts to set themselves up for success.
Key takeaways:
- Discover what Forrester's Journey Mapping Canvas is.
- Discuss why journey mapping efforts often fail.
- Determine how to use the Journey Mapping Canvas to set your journey mapping efforts up for success.
- Discuss examples of the canvas in action from various firms.
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