Best Practice Report

Virtual Journey Mapping For Effective Remote Collaboration In Times Of Crisis And Recovery

Use Virtual Journey Mapping To Optimize Customer And Employee Journeys

August 7th, 2020
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Martin Gill , Clarissa Skinner , Shayna Neuburg

Summary

In today’s pandemic environment, customers’ needs are shifting: They’re adopting never-before-seen behaviors and engaging more digitally. It’s more crucial than ever to understand how your customers are behaving throughout their journey. Virtual journey mapping can help customer experience (CX) pros collaborate remotely to optimize customer and employee journeys in times of crisis and recovery. In this report, Forrester has gathered some best practices for CX pros mapping journeys virtually — from thinking carefully about the flow of your workshop to using digital whiteboards to keeping the energy high in a virtual setting.

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