Report

Mapping The Customer Journey

Four Approaches To Customer Journey Mapping: When And How To Use Them
August 2nd, 2021

Summary

This report describes four distinct approaches, identified by Forrester, that customer experience (CX) pros can use when mapping customer journeys and guidance on how to select the right one and how to employ it.

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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.