The CX Cast

Author: Forrester

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 theyve overcome prevalent challenges managing CX in their organizations.
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Language: en-us

Genres: Business News, News

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469: Journey Mapping Essentials: The Journey-Centricity Roadmap
Thursday, 15 October, 2026

Journey mapping is valuable. Journey centricity is transformative. In this replay, explore how to move beyond individual projects and build a journey-centric operating model that aligns teams around customer goals. Featuring: Joana de Quintanilha, VP, Principal Analyst Show Notes: Journey mapping is valuable. Journey centricity is transformative. In this replay, explore how to move beyond individual projects and build a journey-centric operating model that aligns teams around customer goals. We discuss: What journey centricity is and why it matters. How journey centricity supports customer obsession. The stages organizations progress through on their journey-centricity roadmap. Common challenges, catalysts, and mindset shifts. The evolving role of the CX team in driving change. If you're looking to connect journey mapping, CX strategy, and organizational transformation, this episode provides a practical roadmap for making customer journeys a core part of how your business operates.