Mapping the Customer Journey

Mapping the Customer Journey
Forrester Report
Companies have woken up to the reality that customer experience (CX) is critical to their business. To help improve experiences that they offer, CX pros have been quick to adopt customer journey mapping — a methodology to deepen customer understanding, break down siloed behaviors, and inject customer thinking into the design process.
Companies have woken up to the reality that customer experience (CX) is critical to their business. To help improve experiences that they offer, CX pros have been quick to adopt customer journey mapping — a methodology to deepen customer understanding, break down siloed behaviors, and inject customer thinking into the design process.
Forrester identified four distinct approaches that CX pros use when mapping customer journeys. To help CX pros select the right one, we describe the basics of each and provide guidance on where and how to employ it.

Complete the form to download the Forrester Report "Mapping the Customer Journey" and learn how CX pros embrace journey maps to address key CX challenges, the four different approaches to journey mapping, and how to get the most out of journey maps with the right content, format, and communication.

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