Inside Quest Diagnostics’ Progress With Journey Mapping

When Rob Martinelli, senior director of customer experience at Quest Diagnostics, joined the organization, his first goal was to create a central view of customer journeys. With assistance from Forrester, Martinelli was able to develop a comprehensive view of customer segments, their journeys, and how the customer experience could be improved to drive loyalty and retention.

Forrester was there to shepherd me through this reset [and] also to position me for what I want to do next when it comes to customer experience.

Rob Martinelli
Senior Director of Customer Experience, Quest Diagnostics
Quest Diagnostics

Why Customer Experience Leaders Succeed With Forrester

Hear from a Forrester client on why Forrester Decisions for Customer Experience is a game changer compared to traditional consulting.