Customer Journey Management focuses on mapping, monitoring, and optimizing every touchpoint a customer has with a brand across channels. It helps businesses deliver consistent, personalized experiences that improve satisfaction, retention, and conversions.Forrester’s Joana de Quintanilha has published an article on customer journey management in 2026.She says, “CX leaders face a familiar challenge: Despite years of journey mapping, results are still inconsistent, slow to scale, and hard to tie to business outcomes. Forrester’s Buyer’s Guide: Customer Journey Management... [...]