Summary
Interest in customer journey mapping has exploded over the last couple years, and Forrester continues to see large numbers of CX pros adopt it as a way of solving a range of CX challenges. As demand for it grows, however, CX pros will soon realize that they are not staffed or resourced to deal with the growing demand for journey mapping services in their firms. This report examines the strategies and tactics CX pros are using today to scale up journey mapping capabilities in their organizations.
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