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Customer journey maps can help companies become more customer-centric by identifying customer experience improvement projects and enabling broad communication about customers. Unfortunately, common flaws often limit the value of journey maps.
In this teleconference, attendees learn how to apply Forrester's customer journey map assessment methodology to review their own deliverables and identify areas for improvement. We also share several examples of journey maps created by leading journey mapping vendors and users.
Agenda:
Vendors mentioned: EffectiveUI, EMC Consulting, imc², Mulberry Consulting, Quaero, Roundarch, Strativity Group
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When executed well, customer journey maps can help customer experience professionals plan improvement projects and communicate with employees across their organizations. Unfortunately, journey maps often fall short due to missing content, overwhelming det
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