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For Customer Experience Professionals

Seven Ways To Scale Customer Journey Mapping Capabilities

May 10, 2017

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  • By Tony Costa
  • with David Truog,
  • Scott Ross,
  • Laura Glazer

Why Read This Report

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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Table of Contents

  • CX Teams Are Not Ready For Growing Journey Mapping Demands
  • CX Pros Scale Journey Mapping Capabilities
  • How To Help These Scaling Strategies Succeed
  • Recommendations

  • Stay Grounded When Scaling Up Journey Mapping Capabilities
  • Supplemental Material
  • Related Research Documents