Wondering which journeys to map? Consider taking a hint from what customer experience (CX) pros have been mapping over the past couple years. Forrester analyzed more than 150 journey maps that it helped clients create in a broad range of industries over the past two years and identified some common themes in what CX pros choose to map. In this episode, Principal Analyst Tony Costa discusses those themes and illuminates some journeys that tend to be overlooked.
Relevant Forrester research:
Brief: The Most Popular Customer Journeys To Map
How To Get Started With Customer Journey Mapping |
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