Trends Report

How To Assess The Quality Of Your Customer Journey Maps

January 19th, 2016
TC
Tony Costa
With contributors:
Michael Gazala , William Willsea , Kara Hartig

Summary

Customer journey maps are a highly effective tool for understanding customers' needs and improving a firm's customer experience (CX). Despite this, many companies struggle to get value out of their maps because they lack key elements. To help CX pros create higher-quality journey maps, Forrester developed an assessment checklist that highlights best practices in three areas: content, purpose, and design.

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