Preparation and Planning

Journey maps are wildly popular, and for good reason: Done right, they can transform your company’s customer experience and even alter its culture. But producing journey maps won’t change anything unless CX professionals think ahead about purpose, goals, and potential broader impact and follow the seven key steps of effective journey mapping. Forrester VP and Principal Analyst Joana de Quintanilha joins to discuss how to align your journey mapping efforts with your overall CX strategy. Listen as we run through seven steps to do journey mapping right — whether to design customer-centric experiences, or align employees and cultures to customer needs.