Forrester: The Seven Steps of Highly Effective Journey Mapping

Journey maps are wildly popular. But the production of a map won’t change anything unless it is part of a well-defined process that takes into consideration a purpose, goals, and customer experience (CX) maturity. Whether or not journey maps are being used to design customer-centric experiences or align employees and cultures to customer needs, these seven steps outlined in this report can help CX professionals boost journey mapping effectiveness to drive change.