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To set up a workshop, use a few meters of butcher paper (or several sheets from a self-stick easel pad) to create a canvas on a wall. Build out your touchpoint inventory on this canvas, guiding participants through activities to define and fill in your framework (see Figure 2.14).

COURTESY OF CAPITAL ONE

FIGURE 2.14 Scene from a touchpoint inventory workshop.

To begin, have people introduce themselves. Review your objectives and agenda, and then facilitate the group through the six activities:

1. Review key concepts.

2. Agree to channels.

3. Define journey stages.

4. Fill in touchpoints.

5. Review and refine.

6. Reflect and determine the next steps.