A lot of companies are focused on customer journeys and we all know why journeys matter. However many companies struggle to access whether journeys are successful for the customer and the company. How well does each journey perform? Does it deliver value to customers? Does it meet short-term and long-term organizational goals?
In this episode, we discuss with VP Principal Analyst Joana Quintanilha, about the journey measurement framework she created with VP Principal Analyst Maxie Schmidt where it quantifies journey performance by defining end-of journey success metrics and in-journey signals that predict journey success.
Click the titles below for more on this topic:
* BLOG: Measure And Predict Journey Performance: The New And Right Way
* The Journey Measurement Framework: Assess And Predict Journey Performance
* The Journey Measurement Framework Applied In B2C And B2B
Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.