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