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Now that we’ve laid out the foundational steps for customer journey mapping, it’s time to look into the execution aspect. Steps 4, 5 and 6, if you will. That’s going to take customer journey map maintenance and management, governance for multiple stakeholders, insights into how your maps evolve and the sophistication of your understanding of your customers, according to Noz Urbina of Urbina Consulting. “Thats when were getting really serious,” he said. “It is commo...