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For Customer Experience Professionals

The Customer Journey Mapping Canvas

A Planning Tool To Help Your Journey Mapping Efforts Succeed

December 29, 2017

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Why Read This Report

Despite journey mapping's popularity, Forrester continues to hear from frustrated customer experience (CX) pros who struggle to get started or fail to build momentum after less-than-stellar first efforts. To be successful, CX pros need to consider the factors that shape the effort before, during, and after the mapping is complete. To help, Forrester has created the Customer Journey Mapping Canvas — a one-page planning tool to help CX pros execute journey mapping better. This report describes the canvas and how to use 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.

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