Gartner Research

Ignition Guide to Building a Customer Experience Journey Map

Published: 06 February 2020

ID: G00716053

Analyst(s): Research and Development Research Team

Summary

R&D leaders looking to refine existing products for improving customer experience can do so by creating a customer experience journey map. Visualizing their customers’ buying experience and empathizing with the customer enable R&D leaders to create more customer-centric products.

Table Of Contents

Overview

Steps

Recommended by the Authors

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.