The Seven Steps Of Highly Effective Journey Mapping: Playbook And Templates

Templates And Tools To Drive Journey Management

November 9th, 2023
Melissa Chaudet, null
Melissa Chaudet
With contributors:
Martin Gill , Su Doyle , Maxie Schmidt , Judy Weader , Victoria Manes , Demi Starks


Simply creating journey maps isn’t enough; customer experience (CX) professionals must use them as a change management tool to guide employees to deliver customer-centric experiences across products, channels, and siloes. In this tool, you’ll find templates to help complete the seven key steps of effective journey mapping — and unlock the power of journey maps as a transformational tool. The templates include instructions, can be used separately or sequentially, and can be filled in individually or as a group.

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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.