Featuring:

Joana de Quintanilha, VP, Principal Analyst

Show Notes:

This is the first in a 4-episode deep-dive on journey mapping with our journey mapping expert, Joana de Quintanilha. In this episode, Joana gives an overview of the journey mapping effort, from scoping through to improving the customer experience itself. Stay tuned for the next episode in this series, which details how to map the journey! We discuss: 

  • How do you frame the effort for journey mapping? 
  • What tools can you use to determine the persona and journey you’ll map? 
  • How should you think about stakeholder involvement? What expectations should you set? 

Forrester clients can find the Customer Journey Mapping Canvas mentioned here.