Trends Report

Key Trends In Customer Journey Mapping Platforms

Platforms Help CX Pros Manage Complexity, But They Need Improvement

June 15th, 2023
Michelle Beeson, null
Michelle Beeson
With contributors:
Martin Gill , Joana de Quintanilha , Victoria Manes , Rachel Birrell

Summary

The customer journey mapping (CJM) platform landscape is an eclectic, innovative market where vendors’ go-to-market strategies and focus vary. Forrester’s ongoing work with CX professionals and CJM platform providers reveals key trends in the use of CJM software across organizations and how these platforms must evolve to keep pace with customers’ needs.

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