Best Practice Report

How To Prioritize Customer Journeys

Build A Portfolio Of Long-Term Investments, Quick Wins, And Strategic Bets

April 3rd, 2023
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
With contributors:
Martin Gill , Lorenzo Introna , Judy Weader , Victoria Manes , Ellen Lind

Summary

Many organizations struggle to select the right customer journeys to fix or elevate — they either try to do too much or pick journeys that overwhelm practitioners and deliver underwhelming results. Customer experience (CX) leaders need to build a unified approach to prioritizing the journeys that matter most. This report describes how CX leaders can prioritize customer journeys by impact and feasibility, then use the prioritization output to build a portfolio of journey work.

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.