Forrester

Why Read This Report

Companies tell us that they're interested in using customer journey maps as tools to analyze and communicate their customers' perspectives on the interactions they deliver. Creating and using customer journey maps does not require great technical skill; it's an activity that really only requires the involvement of teams from around the business. However, many firms look to external consultants to help them create and use their customer journey maps. This report explores how external consultants support journey mapping initiatives and what companies should consider when seeking help with these tools.