Featuring:

Joana de Quintanilha, VP, Principal Analyst

Show Notes:

This is the third episode in a 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment, Martin, Angelina, and Joana discuss how to validate your journey map and gain stakeholder buy-in. Next week, we’ll conclude by diving into how we use these journey maps to drive and implement change in the business. We discuss: 

  • What techniques can CX pros use to validate their journey maps? 
  • How should CX pros socialize journey maps throughout the organization? 
  • What software can CX pros leverage to make their journey maps even more effective?