How To Report

The Journey Business Case Builder

Making The Case For CX At The Journey Level

January 5th, 2024
With contributors:
Martin Gill , Georgia Caplice , Victoria Manes , Demi Starks


This customer journey business case guide helps CX leaders overcome two key challenges: proving the value of improving customer journeys and making a more defensible business case for CX by focusing on the journey level. CX leaders can use it to help their teams develop a journey-based business case and work through the steps required to complete it.

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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.