Customer Journey Mapping
Customer Journey Mapping technologies deliver critical insights to organizations looking to identify pain points in their customer journeys faster. The insights provided by these technologies allow organizations to better understand customer behavior and predict future behavior, in order to create a more seamless customer experience.
Our research focuses on how to leverage Customer Journey Mapping to retain your customer base and attract new clients, and before a major customer experience redesign.
To understand the essential requirements for Customer Journey Mapping technology, watch this exclusive Visual Research video that accompanies research note 2017-05, Essential Requirements for Customer Journey Mapping Technology.
At the core of a great customer experience is the customer journey, and Customer Journey Mapping (CJM) is essential to identify pain points, collaborate on target maps, and act as an onramp for digital transformation.
Customer Journey Mapping Research
Predictions for Business Process Management (BPM), 2018
January 5, 2018
Summary: For 2018, process will be integral and will require a business model that leverages its full capabilities in new ways. In the new digital era, constituent journeys are the important processes even though other processes continue to support operations. Read More >
The Aragon Research Tech Spectrum™ for Customer Journey Mapping, 2017
September 29, 2017
Summary: With the ability to map the customer journey and capture the customer’s rational inputs, sentiments, real emotions, and responses, organizations are better equipped to successfully and proactively retain their current client base and target "best customers." Read More >
The Aragon Research Globe™ for Social Software, 2017
October 30, 2017
Summary: Collaboration is under pressure to evolve as mobility becomes a key use case. This research note analyzes trends in the market, discusses major providers, and explains how successfully deploying an ESN will improve customer journeys. Read More >
Essential Requirements for Customer Journey Mapping Technology
February 15, 2017
Summary: The customer experience is the new competitive battlefield for organizations. The customer experience will change the relationship that a constituent has with an organization and often affects organizational revenue streams. Read More >
Customer Journey Mapping Blogs
Customer Journeys Prompt Adobe’s Magento Acquisition
May 31, 2018
Adobe's content, advertising, and analytics leadership combined with Magento's ecommerce offering, will fuel Adobe's growth and enable enhanced customer journeys for its users. Read More >
First Cut: Cisco's new Customer Journey Platform (CJP) integrates automation and supports multi-channel communication with customers. Read More >
First Cut: Five9 revealed the enhancement of its cloud contact center platform with AI as one of several moves to promote personalized customer journeys. Read More >
First Cut: MuleSoft brings API and IoT to the table to help power Salesforce in its AI investments to enhance customer journeys. Read More >