Save or Share this Report

For Customer Experience Professionals

Brief: The Top Five Reasons Why Customer Journey Mapping Efforts Fail

And How CX Pros Can Prevent Them From Happening In The First Place

August 15, 2016

Authors

Why Read This Brief

Sixty-three percent of customer experience (CX) professionals rely on journey maps to guide their efforts. But Forrester continues to hear from CX pros who struggle to make journey mapping efforts a success. To help CX pros boost their chances of success, we've identified the five most common pitfalls that compromise journey mapping efforts, along with practical strategies and guidance on how to prevent or overcome them.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($349 USD).

Purchase

Recommended Research