Forrester: Adopt the Right Governance Model for your Journey Mapping Efforts

Master the art of journey mapping and you have a powerful customer experience (CX) change management tool. Part of the art is following a well-defined journey mapping process, and part is adopting the right governance model. The right governance model, applied alongside the right journey mapping approach, creates accountability, prioritization, and sustainability for CX professionals’ journey initiatives. Wherever your journey mapping approach falls along the spectrums of ad hoc to systematic and reactive to proactive, the appropriate governance model will help your company get the most value out of your mapping efforts.