Best Practice Report

Q&A: The Top 10 Questions At Journey Mapping Workshops

What Attendees At Forrester Customer Journey Mapping Workshops Most Want To Know

June 29th, 2018
With contributors:
Harley Manning , Amanda Chen , Shayna Neuburg


Customer journey mapping continues to be a highly popular tool among customer experience (CX) pros. That’s because journey maps help them see through their customers’ eyes by visually illustrating customers’ processes, needs, and perceptions throughout their relationships with a company. Over the past few years, Forrester has run hundreds of journey mapping workshops. This report outlines the answers to the top 10 questions we get asked in journey mapping workshops, including who and how many to invite to a session, how frequently a map should be updated, and how to drive action post-workshop.

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