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For Customer Experience Professionals

The Seven Steps Of Highly Effective Journey Mapping

Transform To Customer Centricity By Doing Journey Mapping Right

July 6, 2017


Why Read This Report

Journey maps are wildly popular, and for good reason: Done right, they can transform the customer experience (CX) your company delivers and even alter its culture. But producing journey maps won't change anything unless CX professionals 1) think ahead about purpose, goals, and potential broader impact and then 2) follow the seven key steps of effective journey mapping. This report explains how to do this — whether it's to design customer-centric experiences or align employees and cultures to customer needs. This is an extensive update of a previously published report. Forrester reviews and revises it periodically for continued relevance and accuracy.

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Table of Contents

  • Think Before You Map
  • Effective Journey Mapping Requires Seven Steps
  • Frame The Journey Mapping Effort
  • Create The Journey Map
  • Ensure Gains From Journey Mapping
  • Recommendations

  • Start Off Pragmatically
  • Forrester's Customer Journey Mapping Reports
  • Supplemental Material
  • Related Research Documents

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