Forrester claims that almost three-quarters of companies aim to be CX leaders and 63% map customer experiences but only 25% say their companies’ CX programs actually improve CX.
What does this tell us? That most customer journey maps are not currently achieving their intended results.
However, companies are becoming increasingly innovative in their efforts to improve. Download this Strategy Guide to find out about six of the key emerging trends in customer journey mapping.« Back to all Guide & Ebooks