Trends Report

What To Look For When Hiring Consultants To Help With Customer Journey Maps

May 30th, 2012
Jonathan Browne, null
Jonathan Browne
With contributors:
Vidya Drego , Jennifer Peterson

Summary

Companies tell us that they're interested in using customer journey maps as tools to analyze and communicate their customers' perspectives on the interactions they deliver. Creating and using customer journey maps does not require great technical skill; it's an activity that really only requires the involvement of teams from around the business. However, many firms look to external consultants to help them create and use their customer journey maps. This report explores how external consultants support journey mapping initiatives and what companies should consider when seeking help with these tools.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.