Summary
Forrester continues to hear from frustrated customer experience (CX) pros who struggle to get started with journey mapping or fail to build momentum after less-than-stellar first efforts. To get to the root of these problems, Forrester asked CX pros at 24 companies (both new to journey mapping and accomplished in such) what challenges they face early on in journey mapping efforts and what they do to overcome them. This report details five essential checklist items for journey mapping success and provides guidance on what CX pros should do to get started now.
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