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SPARK Matrix™: Customer Journey Analytics, 2020

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Customer journey analytics helps organizations in tracking and analyzing customer interaction across channels and touchpoints to assist them in optimizing customer journeys to minimize friction, improving customer engagement with the brands, and enhancing overall customer experience. The software helps organizations to manage and automate end-to-end customer journeys to facilitate behavior-driven strategies in real-time for personalized engagements. CJA software helps in eliminating data silos and integrates customer data across channels and MarTech systems to create a unified, persistent customer profile.

Customer Journey Analytics is powered by big data, advanced analytics, and artificial intelligence (AI) technology to help organizations or specifically marketers and CX professionals to understand their customers from various perspectives. The software discovers customers’ current state, underway journey, and their actions to understand behavioral patterns, journey success or failure in business systems. It helps organizations to identify and eliminate the problems associated with the customer journey and anticipate outcomes based on ongoing activities using a comprehensive AI engine.

The global Customer Journey Analytics 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. 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 Analytics 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 Analytics SPARK Matrix includes analysis of the leading vendors, including Adobe, BryterCX, CallMiner, Cerebri AI, Contentsquare, Genesys, Glassbox, inQuba, Kitewheel, NICE, Pointillist, Qualtrics, Thunderhead, Usermind, and Woopra.

2020 Customer Journey Analytics SPARK Matrix
Source: Quadrant Knowledge Solutions

 

2020 SPARK Matrix Customer Journey Analytics Quadrant Knowledge Solutions

 

 


Table of Contents

Executive Overview

  • Key Research Findings

Market Overview and Technology Trends

Factors Influencing Technology Development and Market Growth

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 Analytics Market

Vendor Profiles

Research Methodologies

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


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