Trends Report

The State Of Customer Journey Mapping, 2017

August 23rd, 2017
Tony Costa, null
Tony Costa
With contributors:
David Truog , Alex Causey , Scott Ross , Andrew Reese


Journey mapping continues to grow in popularity, but with all the hype, it can be difficult for customer experience (CX) pros to know where they stand in comparison to their peers and anticipate what's next. In this report, we analyze the results of two surveys on customer journey mapping practices and our past year of research on the subject to give CX pros an overview of the current state of journey mapping across four areas: adoption, ownership, execution, and methods and tools.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

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.