Michelle Beeson, Senior Analyst

Show Notes:

It’s a topic that is a perennial favorite among CX pros: journey mapping. Today, journey mapping platforms help not only with mapping itself but with visualization, brainstorming, and ideation, as well. Covering the key trends is Forrester Senior Analyst Michelle Beeson.

We discuss:

  • How do CX pros use journey mapping platforms?
  • Where do these platforms fall short?
  • What’s the general state of data integration in these tools?
  • How does data privacy factor into all this?
  • Are these tools helping to operationalize CX initiatives?

Tune in to learn how CX pros can navigate journey mapping platforms to meet shifting needs.