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For Customer Experience Professionals

Mapping The Customer Journey

Four Approaches To Customer Journey Mapping: When And How To Use Them

November 16, 2015


Why Read This Report

Companies have woken up to the reality that customer experience (CX) is critical to their business. To help improve experiences that they offer, CX pros have been quick to adopt customer journey mapping — a methodology to deepen customer understanding, break down siloed behaviors, and inject customer thinking into the design process. Forrester identified four distinct approaches that CX pros use when mapping customer journeys. To help CX pros select the right one, we describe the basics of each and provide guidance on where and how to employ it. This is an update of a previously published report. Forrester reviews and revises it periodically for continued relevance and accuracy.

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Table of Contents

  • CX Pros Embrace Journey Maps To Address Key CX Challenges
  • Pick The Right Journey Mapping Approach To Match Your Objective
  • How To Assess The Effectiveness Of Your Journey Map

  • Set The Stage For Successful Journey Mapping In Your Organization
  • Supplemental Material
  • Related Research Documents

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