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Companies transforming to become customer-obsessed are using customer journey analytics to help them become customer-led, insights-driven, fast, and connected, and to ultimately be more effective in acquiring, serving and retaining customers.
This report from leading global research and advisory firm, Forrester, identifies the 12 most significant customer journey analytics platform providers today, and reveals how each measures up based on 26 different evaluation criteria, to help you make the right choice for your organization. You'll get a complete overview of the current customer journey analytics market, including;
- The two primary journey analytics provider categories, visioning and orchestration, and four core capabilities: (1) data fusion, (2) journey design & planning, (3) journey testing & optimization, and (4) journey automation & orchestration
- The 2018 Forrester Wave Journey Visioning Platform rankings and scorecard
- A breakdown of each journey analytics provider’s offering, strengths, specialties, and customer base
- Key criteria that helps leaders stand out from the pack
WHY IT MATTERS: customer journeys often are nothing more than nice illustrations of customer touchpoints and interactions. While true, this report shows that tools emerge to help understand the journey beyond simple mapping to include elements required to orchestrate and consolidate the data that is generated as part of the journey in different systems.