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Home > Forrester's CX Cast > 92: How To Do Research For Customer Journey Mapping
Podcast: Forrester's CX Cast
Episode:

92: How To Do Research For Customer Journey Mapping
Category: Business
Duration: 00:17:29
Publish Date: 2017-04-14 15:41:28
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Conducting research for a customer journey mapping effort involves more than learning what customers do, interact with, think, and feel. To yield meaningful benefits, CX pros must gather research that not only exposes the customer journey but also lays the groundwork for the broader CX improvement initiative. In this episode, we uncover the real objectives for journey mapping research efforts and identify the research methods and techniques that experienced CX pros use to fulfill them. For detailed guidance on how to do the research, see the "How To Do Research For Customer Journey Mapping" Forrester report.

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