Five Creative Approaches For Using Personas And Customer Journey Maps Effectively
September 30, 2013
Why Read This Report
Personas and customer journey maps are central to companies' customer understanding programs. To understand how firms can get the full benefit from these tools, Forrester interviewed both vendor and user companies. This report describes the pragmatic and creative approaches that five of the organizations have used to ensure that their investments in customer understanding tools pay off.
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Table of Contents
- Personas And Customer Journey Maps Support Customer Centricity
- Customer-Centric Tools Are Not A Nice-To-Have
- Inform And Engage Stakeholders
- Supplemental Material
Executive Q&A: The Top Seven Customer Experience Measurement Questions Answered
June 19, 2015 | Maxie Schmidt-Subramanian
Slowing Economic Growth Threatens Customer Experience Focus
March 27, 2015 | Thomas McCann
Getting Help With Customer Journey Maps
December 12, 2014 | Joana van den Brink-Quintanilha