Forrester's Customer Insights
JANUARY 12, 2019
I spent this week in Las Vegas at CES to check out the latest and greatest technology wonders, ranging from 3D printing, AI, and cryptocurrency to drones, autonomous vehicles, dancing robots, and wearables. A lot of what I saw has broad CX implications for accessibility, healthcare, and more.
Kerry Bodine
JANUARY 12, 2019
In our journey mapping bootcamps , we’re often asked whether there’s anything that organizations need to think about or do differently when creating business-to-business (B2B) journey maps. While the overall process for creating these maps is the same, there are two key differences. Difference #1: B2B personas align with job functions. Every journey map needs to clearly define whose story is being told.
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