Save or Share this Report

For Customer Experience Professionals

WEBINAR: Customer Understanding Jam: How Tools Like Personas And Journey Maps Work Together To Drive Customer Experience Success

August 18, 2011

  • Presented by Jonathan Browne,
  • Vidya L. Drego,
  • Andrew McInnes


Customer Experience Professionals know that they need to understand customers in order to design and deliver great customer experiences. They have an array of useful tools at their disposal to do it, from traditional market research studies to design personas to customer journey maps. However, this wide range of options makes it difficult to determine where and when to start down the path toward customer understanding.

In this Teleconference, attendees hear Forrester analysts who support Customer Experience Professionals discuss the benefits and challenges associated with common customer understanding tools and how to make them work together to paint a complete picture of customers and their experiences.


  • What customer understanding tools do Customer Experience Professionals have at their disposal?
  • What are the strengths and weaknesses of these individual tools?
  • How do they fit together to paint a more complete picture of customers and their experiences?

Get Access

Already a Client?

Log in to access this webinar.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer.
Contact us to learn more.

Purchase Webinar

Price: $ 250.00(USD)


Webinar FAQs

See the Webinar FAQs for answers to technical and other Webinar questions.