Decades of quality and process improvement efforts have left firms awash in tools for mapping experiences and analyzing processes. Customer experience (CX) pros who hope to introduce customer journey maps as a new tool for understanding experiences often face pushback from stakeholders who are reluctant to adopt yet another tool. Forrester Principal Analyst Tony Costa returns in this episode to describe commonly used tools — process maps, service blueprints, ecosystem maps, etc. — and how they differ from customer journey maps.
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