Gartner for Marketers Research

Customer Journey Maps That Deliver Results

Get more out of your CX strategy

30% of organizations have established their customer journey maps but struggle to use them effectively.

But, Gartner research also finds those who use journey maps effectively in their CX initiatives exceed or meet customer expectations.

Download this Gartner guide with actionable steps to:

  • Put foundational CX elements in place first
  • Create actionable, accurate customer journey maps
  • Derive value from your journey maps

Whether you are new or experienced with the journey mapping processes, these insights will help build your customer experience success.

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    About the Gartner Customer Journey Maps Guide

    This guide is derived from the Gartner Customer Experience Management Survey, which polls CMOs and customer experience leaders on how organizations are measuring CX and to validate how customer journey maps are or are not driving value. Customer Journey maps are an essential component of the customer experience framework that organizations need to deliver and prioritize effective, innovative customer experiences. Our guide is designed to offer CMOs and customer experience leaders a guide to build a customer journey map that delivers value at all customer journey stages.

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