Featuring:

Joana de Quintanilha, VP, Principal Analyst

Show Notes:

This is the final episode in our 4-part deep-dive on journey mapping with Forrester’s journey mapping expert, Joana de Quintanilha. In this installment, Martin, Angelina, and Joana delve into the final stages of journey mapping: focusing on demonstrating short-term wins and consolidating improvements. Joana highlights the importance of turning journey maps into dynamic tools that evolve over time and drive action. We discuss: 

  • What short-term wins should CX pros focus on demonstrating? 
  • What tools can CX pros use to drive gains from journey mapping?  
  • How should CX pros measure success in journey mapping?