Save or Share this Report

For Customer Experience Professionals

How To Run A Co-Creation Journey Mapping Workshop

Discover CX Improvements By Understanding Customer Behaviors And Emotions

July 13, 2017

Primary author headshot


Why Read This Report

Firms struggle to produce complete, actionable customer insights because they don't invest in qualitative research on their customers. With co-creation journey mapping, customer experience (CX) professionals engage customers in primary research to get to the root of customer behaviors, identify moments of truth and meaningful CX improvement, and increase empathy among stakeholders. In this report, we provide guidance on how to plan and execute co-creation journey mapping workshops.

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 ($499 USD).


Table of Contents

  • Use Co-Creation Journey Mapping To Produce Rich Customer Insights
  • How To Plan And Execute A Co-Creation Journey Mapping Workshop
  • Recommendations

  • Make Co-Creation A Systematic Research And Design Practice
  • Supplemental Material
  • Related Research Documents

Recommended Research