Maxie Schmidt, VP, Principal Analyst
Joana de Quintanilha, VP, Principal Analyst

Show Notes:

You’ve identified dozens of journeys and hundreds of moments of truth that matter to your customers. But where do you start your journey mapping, journey measurement and journey improvement actions? How do you prioritize where you will drive the most impact? Forrester VP and Principal Analysts Maxie Schmidt and Joana de Quintanilha join us to explain how to bring rigor and process to the task. 

We discuss: 

  • Why is it important to prioritize journeys? 
  • How can CX leaders go about it? 
    • What are the ideal outputs of a journey prioritization exercise? 
    • What inputs do we need? 
  • What mistakes should CX leaders avoid? 
  • How can companies get started that aren’t very mature in their journey work? 
  • How does journey prioritization fit in the larger road to increasing journey centricity maturity? 


To learn more, take a look at How To Prioritize Customer Journeys | Forrester Europe