Seven Ways To Scale Customer Journey Mapping Capabilities

May 10th, 2017

Tony Costa

With contributors:

David Truog , Scott Ross , Laura Glazer

Summary

Interest in customer journey mapping has exploded over the last couple years, and Forrester continues to see large numbers of CX pros adopt it as a way of solving a range of CX challenges. As demand for it grows, however, CX pros will soon realize that they are not staffed or resourced to deal with the growing demand for journey mapping services in their firms. This report examines the strategies and tactics CX pros are using today to scale up journey mapping capabilities in their organizations.

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