Despite journey mapping’s popularity, Forrester continues to hear from frustrated customer experience (CX) pros who struggle to get started or fail to build momentum after less-than-stellar first efforts. To be successful, CX pros need to consider the factors that shape the effort before, during, and after the mapping is complete. To help, Forrester has created the Customer Journey Mapping Canvas — a one-page planning tool to help CX pros execute journey mapping better. In this episode, Analyst Kelly Price describes the canvas and how to use it.
Click the titles below to read more:
- The Customer Journey Mapping Canvas
- Case Study: Lloyds Banking Group’s Journey-Focused Digital Transformation