Forrester Research Inc. explains in a recent research brief, “Customer Journey Mapping is Becoming Key to Digital Transformation” (Oct. 2014), that businesses are rethinking the entirety of their customer’s journey to fully understand what their customer actually wants to accomplish in engaging with them.
“Customer Journey Maps are a visual representation of the series of interactions between a customer and a company that occur as the customer pursues a specific goal.”
Using this tool helps businesses refocus on their customer with an outside-in perspective, allowing them to see with fresh eyes how they can best serve them. The business can then evaluate how well their digital offerings meet these customer needs, and which digital investments will help them fill the gaps that exist.
Join us for a webinar featuring Forrester Analyst John C. McCarthy to find out more on how to accurately map your customer’s journey and how to use it to bridge the gap between customer expectations and the digital products you deliver!
Understanding Your Digital Transformation Agenda:
How Do You Meet Customers’ Real-Time Expectations?
Dec. 4, 2014, 1:00-1:30 PM EST