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This webinar is part two of a two-part series.
Companies are eager to use customer journey maps to analyze their customers' perspectives on interactions and plan improvements to customer experience. However, organizations sometimes struggle to adopt journey maps because they haven't clearly defined what they hope to achieve with journey maps and how they will ensure the company will reach those objectives.
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Vendors Mentioned: Blast Radius, Effective UI, EMC Consulting, IBM Interactive, iCrossing, IMC2, Isobar, Mulberry, Reading Room, RGA, Rosetta, SapientNitro, Strativity, and VML.
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Forrester clients tell us that they're eager to use customer journey maps because they see the documents as ideal tools to analyze and communicate their customers' perspectives on the interactions they deliver. However, even enthusiastic organizations som
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