With an increasing number of companies prioritizing the improvement of their customer experience (CX), CX professionals have quickly turned to customer journey mapping as a means to deepen customer understanding, break down siloed behaviors, and inject customer thinking into the design process.

However, these objectives remain elusive for many companies, overlooking the key success factors to drive effective journey mapping at their organization.

In this webinar hosted by TandemSeven, Forrester analyst Joana van den Brink-Quintanilha shares emerging insights on:

• The current state of CX/UX organizational structures
• How to optimally allocate responsibilities and identify opportunities for collaboration
• Approaches to build a UX/CX operating model that leverages the best of both disciplines