Delivering ROI-based journey management for the enterprise

Enterprises are under pressure to prove the business impact of customer experience.

Forrester's first publication of Customer Journey Management Wave™ makes it clear: ROI, integration, and strategic alignment now define how leading organizations evaluate their CX investments.

The category has evolved beyond traditional "journey mapping" to “journey management,” a discipline focused on measurable business impact and ROI.

This exclusive live session brings together the experts shaping that shift.

Join Forrester’s VP, Principal Analyst, Joana de Quintanilha, who will unpack the first Customer Journey Management Wave™ and where the market is heading. Daniel Hoffmann from Lufthansa will reveal their journey management playbook and ROI results, and TheyDo CEO Jochem van der Veer will showcase the AI-powered capabilities behind Lufthansa’s success.

What you’ll learn

• How Forrester evaluates CJM platforms in the latest Wave™ and what sets leaders apart

• How leading enterprises measure ROI through journey management

• How Lufthansa connects journeys, data, and teams to deliver impact in their org

• How TheyDo's AI-powered capabilities connect insights to strategic execution with proven ROI

• Live Q&A

Join Forrester, Lufthansa, and TheyDo to see what ROI-based journey management looks like in practice.