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For Customer Experience Professionals

The New World Of Customer Journey Mapping Software

September 29, 2016

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This is the Tools And Technology report in The Digital Customer Experience Improvement Playbook For 2017.

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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

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