Best Practice Report
October 20th, 2020
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ON-DEMAND WEBINAR
Start Innovating With Future-State Journey Mapping
Original Broadcast Date: June 14th, 2016
Tony Costa
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Description
Rising customer experience (CX) scores have been a boon for customers who are now less likely to struggle through poor experiences. But for companies, it means that they must take more aggressive measures to transition their experiences from good to great. In this webinar, we examine how CX pros are using future-state journey mapping to create new offerings, unlock new areas of value, and envision the future. In addition, we detail the process, tips, and tricks that CX pros use to lead future-state journey mapping efforts.
Key takeaways:
- Future-state journey maps reinvent customers’ existing journeys.
- Ideation drives future-state journey mapping efforts.
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