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
With contributors:


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.

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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.