Customer journey mapping (CJM) as a process of creating a visual representation of customer journeys and experiences 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.
As part of the research “SPARK Matrix™: Customer Journey Mapping, 2022” Quadrant Knowledge Solutions conducted an in-depth analysis of major customer journey mapping vendors by evaluating their products, market presence, and customer value proposition. Based on the analysis, the study provides competition analysis and ranking of the leading vendors in the form of SPARK Matrix. The evaluation is based on the primary research with expert interviews, analysis of use cases, and Quadrant’s internal analysis of the overall customer journey mapping market. The SPARK Matrix evaluation examined SuiteCX and eighteen other vendors including Capsifi, Clarivate, Custellence, cxomni, Gainsight, Mavim, MEGA International, Microsoft, Miro, More Than Metrics, Mural, Pegasystems, Quadient, Salesforce, Signavio, SoftwareAG, Strativity Group, and UXPressia.
Quadrant Knowledge Solutions research analyses market dynamics, growth opportunities, emerging technology trends, and the vendor ecosystem of the global market. This research provides strategic information for technology vendors to better understand the market supporting their growth strategies and for users to evaluate different vendor capability, competitive differentiation, and market position.
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