Virtual Customer Journey Mapping: Adapting To The New Reality

A Complimentary Forrester Webinar

In today’s pandemic environment and beyond, customers’ needs are shifting. They’re adopting never-seen-before buying behaviours as the world becomes more comfortable with virtual experiences. Their journeys are dynamic and constantly changing, especially now, and traditional journey mapping algorithms are becoming redundant.

It’s more crucial than ever to understand how your customers are behaving throughout their journey so that you can adapt to protect and support them whilst continuing to provide the services that they rely on continuously and consistently.

Join Forrester Analyst, Joana de Quintanilha, to find out more about how to adapt to the new reality of virtual customer journey mapping  to help your customers and employees during the crisis and beyond.

The webinar is available to watch on-demand now.

Watch this webinar to understand:

  • How to use journey orchestration tools to provide real-time insights into how customers’ behaviour is changing in response to the pandemic.
  • How virtual journey mapping can help you collaborate remotely to pause, optimise or start new customer journeys.
  • How companies at the forefront of helping customers right now are using journey mapping and journey orchestration tools to set themselves up for post-pandemic recovery.


More Research on this topic:

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45 minutes

Joana de Quintanilha

VP, Principal Analyst