Based in Amsterdam, Joana serves customer experience professionals. Her areas of expertise include digital customer experience, tools like journey mapping, and Agile methods. Joana also focuses on brand and leads Customer Experience Index research in Europe.
Combine the best of agile and CX methods to drive speed, precision, and innovation.
This report provides guidance on four distinct approaches when mapping customer journeys and how to select the right one and how to employ it.
Create higher-quality journey maps using Forrester’s assessment checklist for content, purpose, and design.
This report describes Forrester’s Customer Journey Mapping Canvas — a one-page planning tool to help CX pros execute journey mapping better.
Companies should use value pattern and value proportion to identify and optimize value for the customer and the business.
A customer journey atlas provides a systematic way to uncover, organize, and prioritize journeys for greater CX.
What research can you expect from Forrester in the next 12 months? Updated biweekly, our publishing plan will keep you current with market and technology trends. Use the link below to download a list of our upcoming research.
