Skip to main content

Save or Share this Report

For Customer Experience Professionals

The Journey Measurement Framework Applied In B2C And B2B

A Journey Measurement Series Report

November 18, 2019


Why Read This Brief

To build a journey measurement framework, customer experience (CX) pros must define in-journey signals and end-of-journey success metrics. This report provides two illustrations of these — for a B2B purchasing journey and for a B2C airline journey. CX pros can use these as a starting point and inspiration for their own efforts.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

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.

Purchase Report

This report is available for individual purchase ($395 USD).


Recommended Research