Summary
In today’s pandemic environment, customers’ needs are shifting: They’re adopting never-before-seen behaviors and engaging more digitally. It’s more crucial than ever to understand how your customers are behaving throughout their journey. Virtual journey mapping can help customer experience (CX) pros collaborate remotely to optimize customer and employee journeys in times of crisis and recovery. In this report, Forrester has gathered some best practices for CX pros mapping journeys virtually — from thinking carefully about the flow of your workshop to using digital whiteboards to keeping the energy high in a virtual setting.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).