How To Report

So You’ve Journey Mapped. Now What?

Three Ways To Use A Completed Journey Map As A Transformation Tool

July 6th, 2020
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
Sam Karpinski, null
Sam Karpinski
With contributors:
Angelina Gennis , Maxie Schmidt , Ron Rogowski , Brian Mukasa , Harley Manning , TJ Keitt , Kara Hoisington , Charls Hurlock , Alex Stein , Clarissa Skinner , Shayna Neuburg

Summary

Journey maps are effective tools for driving a customer experience (CX) transformation, yet many CX professionals struggle with using them to create change. To revitalize an existing journey map, CX pros should first make sure the map meets basic requirements, has a clear purpose, and has been validated with customers. CX pros should read this report to assess an existing map and learn about three ways to use it: as a starting point for designing the future; a tool to measure and show progress; and a way to teach employees about CX.

Want to read the full report?

Contact us to become a client

This report is not available for purchase at this time.

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.