The New World Of Customer Journey Mapping Software

September 29th, 2016

Joana de Quintanilha VP, Principal Analyst

With contributors:

David Truog , Michael Gazala , Gabriella Zoia , Rachel Birrell

Summary

Customer journey mapping can be a powerful way to improve customer experience (CX). But to drive meaningful change, CX pros need journey maps that are flexible tools — not just static artifacts. An emerging category of software vendors can help. This report explains how, segments them by focus, and helps you decide which focus fits your approach. This is an update of a previously published report; Forrester reviews and revises it regularly for continued relevance and accuracy.

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