The New World Of Customer Journey Mapping Software
September 29, 2016
Why Read This Report
Customer journey mapping can be a powerful way to improve customer experience (CX). But to drive meaningful change, CX pros need journey maps that are flexible tools — not just static artifacts. An emerging category of software vendors can help. This report explains how, segments them by focus, and helps you decide which focus fits your approach. This is an update of a previously published report; Forrester reviews and revises it regularly for continued relevance and accuracy.
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Table of Contents
- Journey Maps Must Evolve Beyond Being Static Artifacts
- How Journey Mapping Software Can Help
- Use The Right Software For Your Journey Mapping Approach
What It Means
- Journey Mapping Software Will Ruffle Some Feathers
- Supplemental Material
- Related Research Documents
Brief: The Top Five Reasons Why Customer Journey Mapping Efforts Fail
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Journey Mapping Must Keep Up With Customer Expectations In A Rising Economy
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Use Customer Journeys To Guide Your Digital Banking Strategy
December 22, 2016 | Aurelie L'Hostis