Report

Adopt The Right Governance Model For Your Journey Mapping Efforts

May 5th, 2015
With contributors:
Michael Gazala, Samuel Stern, Corey Stearns

Summary

Master the art of journey mapping and you have a powerful customer experience (CX) change management tool. Part of the art is following a well-defined journey mapping process, and part is adopting the right governance model. The right governance model, applied alongside the right journey mapping approach, creates accountability, prioritization, and sustainability for CX professionals' journey initiatives. Wherever your journey mapping approach falls along the spectrums of ad hoc to systematic and reactive to proactive, the appropriate governance model will help your company get the most value out of your mapping efforts.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.