Roadmap Report

The Seven Steps Of Highly Effective Journey Mapping

Transform To Customer Centricity By Doing Journey Mapping Right

October 22nd, 2021
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
David Truog , Clarissa Skinner

Summary

Journey maps are wildly popular, and for good reason: Done right, they can transform the customer experience (CX) your company delivers and even alter its culture. But producing journey maps won’t change anything unless CX professionals 1) think ahead about purpose, goals, and potential broader impact and then 2) follow the seven key steps of effective journey mapping. This report explains how to align your journey mapping effort with your overall CX strategy and follow seven steps to do journey mapping right — whether it’s to design customer-centric experiences or align employees and cultures to customer needs.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.