Analyst Research

Gain insight and third-party perspectives from leading industry analysts. We offer timely analyst research for download, so check back often.

Enjoy these Forrester Research, Inc. reports compliments of TandemSeven.

The New World of Customer Journey Mapping Software

By Joana van den Brink-Quintanilha with Michael E. Gazala, Gabriella Zoia, Kara Hartig

In this complimentary report, Forrester Senior Analyst Joana van den Brink-Quintanilha outlines the common challenges that hinder journey maps, and offers an updated assessment of journey mapping software to help select the best solution for your CX needs.

Use Customer Journey Mapping To Make Your Culture Customer-Obsessed

By Joana van den Brink-Quintanilha, Samuel Stern with Harley Manning, Gabriella Zoia, Kara Hartig

While 63% of CX pros claim that their firm maps its customer experiences, journey maps remain underutilized—missing an important opportunity for broader CX transformation.

In this complimentary report, Forrester Senior Analyst Joana van den Brink-Quintanilha explains how to use journey maps to instill empathy and discipline for a more customer-centric organization.

A Picture’s Worth 1,000 CX Strategy Slides

By Deanna Laufer

Customer journey maps can be powerful communication tools. But they may not be enough to secure budget for your CX project—let alone rally an entire enterprise behind your vision.

In this complimentary report, Forrester Senior Analyst Deanna Laufer identifies the most effective methods for communicating your customer experience vision with clarity, and gaining stakeholder buy-in.

Use Customer Experience Insights To Unshackle Employee Potential

by David K. Johnson, Samuel Stern with Christopher Voce, Michelle Mai

This report explores how highly rated companies in Forrester’s Customer Experience Index (CX Index™) focus their tech management operations on employee success, which leads to customer satisfaction, and superior cost control and compliance.

Getting Help with Customer Journey Maps

by Joana van den Brink-Quintanilha, Senior Analyst

Companies use journey maps for both tactical and strategic purposes. Learn the key factors that customer experience professionals must consider when looking to take journey mapping to the next level.

Start Innovating With Future-State Journey Mapping

by Tony Costa, Senior Analyst

In this report, Tony Costa examines how CX pros are using future-state journey mapping to create new offerings, unlock new areas of value, and envision the future. In addition, he details the process, tips, and tricks that CX pros use to lead future-state journey mapping efforts.

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Enjoy these Gartner reports compliments of TandemSeven.

Update Your Strategy for Connecting Experiences and Applications for a Digital and Bimodal World

By Mike Gilpin

Since 2014, Gartner’s bimodal model for modernizing IT delivery has drawn in mixed opinions. Yet the topic continues to provoke productive conversations about the challenges of digital transformation.

In this complimentary research report, we invite you to consider the latest thinking from Gartner analyst Mike Gilpin. Is bimodal the right strategy for digital innovation at your organization?

Connecting Process to Customer: Take the Customer Journey

By Bruce Robertson

In this complimentary report, Gartner VP Distinguished Analyst Bruce Robertson explains how mapping the customer journey is essential to improving customer-facing processes, and a critical step in improving overall customer experience (CX).

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