Best Practice Report

Bring Brand To Life With Customer Journeys

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

June 5th, 2018
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
David Truog , Dipanjan Chatterjee , Alex Causey , Amanda Chen , Shayna Neuburg

Summary

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 report explains the six essentials for aligning customer journeys to brand promise so that CX pros (and their colleagues responsible for the brand) can help steer their companies in the right direction.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.