Gartner Research

How to Prepare for a Journey Mapping Initiative That Will Improve Your Brand's Customer Experience

Published: 04 April 2018

ID: G00346936

Analyst(s): Augie Ray


Customer journey maps provide customer experience leaders with a blueprint for consensus and action. Lay the foundation for successful journey mapping initiatives by arranging diverse participation, developing valuable customer insights and creating personas that drive necessary customer focus.

Table Of Contents
  • Key Challenges



  • Plan for the Collaboration Necessary to Create Journey Maps That Drive Action
  • Inform Your Journey Map With Data, Not Opinion
  • Bring Attention to Unique Needs by Creating Robust Personas

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