Gartner Research

How to Prevent Customer Journey Maps From Becoming Wall Art

Published: 01 July 2019

ID: G00385782

Analyst(s): Michael Chiu , Jason Daigler


Customer journey maps can become “wall art” if they are viewed but not operationalized, resulting in wasted time and effort. Application leaders should apply Gartner’s CJM diagnostics to their customer journey maps to maximize ROI.

Table Of Contents
  • Key Challenges



  • Use Gartner’s CJM Diagnostics to Identify the Steps With the Most Improvement Potential
  • Generate Ideas for Fixes, Improvements and Innovations
  • Implement a CX Prioritization Framework
  • To Generate Additional Value, Employ a “Work-Backward” Approach

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