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For Customer Experience Professionals

How Journey Maps Improve CX Measurement Efforts

Follow A Four-Step Process To Define The Right CX Metrics

July 27, 2018

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Why Read This Report

Even some well-established customer experience (CX) measurement programs aren't able to measure the health of end-to-end experiences that cross touchpoints as customers pursue a goal. Customer journey maps help companies see those end-to-end experiences from the customers' perspective. In turn, this enables CX professionals to identify what they should measure, when, and with which metrics. This report describes a four-step process that shows CX pros how they can use customer journey mapping to improve their measurement programs. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Inside-Out Metrics Squander Companies' Chances To Improve CX
  • Use Customer Journey Mapping To Define Outside-In CX Metrics
  • Recommendations

  • Ground Your CX Measurement Program In Customer Journey Maps
  • Related Research Documents

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