Trends Report

The Definitive Guide To Forrester’s Journey Mapping Research

A Guide To Our 25 Leading Journey Mapping Reports

August 2nd, 2021
Angelina Gennis, Senior Analyst
Angelina Gennis Senior Analyst
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
TJ Keitt, null
TJ Keitt
With contributors:
Harley Manning , Sam Karpinski , Clarissa Skinner

Summary

Journey maps are tools that support all six CX competencies. Beginners can use them to jump-start their CX efforts, while advanced practitioners never outgrow them. This guide offers the rationale for using journey maps to guide strategy, approaches for creating journey maps, guidance on implementing journey analytics, and what software is available for journey management. Whether you are familiarizing yourself with the concept for the first time or looking to expand your customer journey mapping practice, this guide will point you to the top 25 reports to read on how to create, socialize, operationalize, and manage journey maps.

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