Skip to main content

Save or Share this Report

For Customer Experience Professionals

Bring Brand To Life With Customer Journeys

Your Brand Promise Is Empty Unless Brand-Infused Customer Journeys Make It A Reality

June 5, 2018

Primary author headshot


Why Read This Report

To differentiate, companies must create resonance between brand and customer experience (CX) at every step of customers' journeys — but often don't. The result: brand promises that remain unfulfilled — and customer journeys that are less distinctive than they could be. This document explains the six essentials for overcoming this problem so that CX pros (and their colleagues responsible for the brand) can help steer their companies in the right direction.

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 ($745 USD).


Table of Contents

  • Brand-Infused Customer Journeys Drive Differentiation
  • To Align With Brand, Journeys Must Get Six Essentials Right
  • Recommendations

  • Start Infusing Your Journeys With Brand Now
  • Supplemental Material
  • Related Research Documents

Recommended Research