The original title is "What Drives Journey Emotions? Introducing Forrester’s Journey Benchmarking Series"

Short summary

Forrester has launched an annual journey benchmarking study to understand what drives positive customer emotions and loyalty across different journey types. The research examines why customers can complete a journey successfully yet still feel frustrated or less loyal toward the brand. The series aims to identify the factors that make customer journeys valuable enough to earn brand loyalty.

• •Forrester launched an annual journey benchmarking study focused on customer emotions and loyalty
• •Study examines why successful journey completion doesn't always yield positive feelings
• •Goal is to identify what makes journeys valuable enough to drive brand loyalty

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