Best Practice Report

Seven Ways To Scale Customer Journey Mapping Capabilities

May 10th, 2017
With contributors:
David Truog , Scott Ross , Laura Glazer


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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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.