Why Read This Report
Journey maps are a lens into how customers engage with brands in pursuit of a goal. When customer experience (CX) pros combine them with ecosystem maps, they can transform the way that both frontline and back-office employees — and partners — think and act. But journey maps remain underutilized because practitioners use them as point solutions or in silos. This is a missed opportunity. Based on our past research into how companies transform their cultures to be customer-centric, journey maps can help CX pros at each stage of a culture transformation.
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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.
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