Skip to main content

Save or Share this Report

For Customer Experience Professionals

The New World Of Customer Journey Mapping Software

Tools And Technology: The Digital Customer Experience Improvement Playbook

September 29, 2016

Primary author headshot


Playbook icon

This is the Tools And Technology report in The Digital Customer Experience Improvement Playbook For 2020.

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.

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 ($745 USD).


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

Recommended Research