Customer Journey Mapping (CJM) is the process of creating a visual representation of customer journey and experience across touchpoints and interaction channels to help organizations improve customer engagement, acquisition, retention, service experience, and brand loyalty. Journey maps connect organizations’ business processes and systems to provide a 360-degree view of customer experience (CX). Organizations are increasingly investing in emerging CX technologies such as journey mapping tools, journey orchestration, and analytics, to understand end-to-end customer behavior from initial research about product/services, interacting across touchpoints, purchasing process – to the post-purchase experience in an omnichannel environment.

The global Customer Journey Mapping market research includes a detailed analysis of the global market regarding short-term and long-term growth opportunities, emerging technology trends, market trends, and future market outlook. The study provides a comprehensive market forecast analysis of the global market in various geographical regions and revenue type. This research provides strategic information for technology vendors to better understand the market supporting their growth strategies and for users to evaluate different vendors’ capabilities, competitive differentiation, and market position.

Quadrant Knowledge Solutions Customer Journey Mapping market research includes detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. SPARK Matrix includes ranking and positioning of leading vendors with a global impact. The positioning is based on the vendors’ performance in various performance parameters on the categories of Technology Excellence and Customer Impact. The Customer Journey Mapping SPARK Matrix includes analysis of the leading vendors, including Acquia, Capsifi, Custellence, CustomersFirst Now, MEGA International, More than Metrics, Pegasystems, Quadient, Signavio, Strativity, SuiteCX, Trisotech, and UXPressia.

2020 Customer Journey Mapping  SPARK Matrix
Source: Quadrant Knowledge Solutions


2020 SPARK Matrix Customer Journey Mapping Quadrant Knowledge Solutions


Table of Contents

Executive Overview

  • Key Research Findings

Market Overview and Trends

Market Adoption Trends

Regional Trends and Forecasts

Competition Landscape and Analysis 

  • Competitive Overview and Analysis
  • Key Competitive Factors and Technology Differentiators

SPARK Matrix™: Customer Journey Mapping (CJM) Market

Vendors Profile

Research Methodologies

Customer Journey Mapping research is a part of Quadrant’s Customer Experience and Commerce practice.

Custom Research Service

Our custom research service is designed to meet the client’s specific requirements by providing customized in-depth analysis of the technology market to meet your strategic needs. Further, our custom research and consulting services deliverable is uniquely effective, powerful, innovative, and realistic for helping companies successfully address business challenges. Our team of experienced consultants can help you in achieving short-term and long-term business goals in the following ways:

  • Detailed understanding of the industry structure, market participants, and value chain mapping
  • Business potential and opportunities of target markets, economies, and industries
  • Strategic planning and tactical opportunities
  • Go to market strategies