Trends Report

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 15th, 2016
Tony Costa, null
Tony Costa
With contributors:
John Dalton , Gabriella Zoia , Scott Ross , Kara Hartig


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.

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