Customer Journey Prioritization Tool

April 3rd, 2023

Maxie Schmidt VP, Principal Analyst

Joana de Quintanilha VP, Principal Analyst

With contributors:

Martin Gill , Lorenzo Introna , Judy Weader , Andrew Pelletier , Victoria Manes , Ellen Lind

Summary

Customer experience (CX) leaders must build a unified approach to prioritizing the customer journeys that matter most. To prioritize which journeys to work on, CX leaders should first rate each journey’s impact, then its feasibility, and use the prioritization output to build a portfolio of journey work. The Customer Journey Prioritization Tool helps CX leaders prioritize up to 10 customer journeys, using criteria that match their journey-centricity maturity.

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