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.

customer journey mapping

 

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

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7 Essential Requirements for Customer Journey Mapping

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

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 >

customer journey map providers

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

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 >

features of customer journey maps

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

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 >

Cisco Launches Customer Journey Platform, Doubles Down for Contact Center

Cisco Launches Customer Journey Platform, Doubles Down for Contact Center
May 1, 2018

First Cut: Cisco's new Customer Journey Platform (CJP) integrates automation and supports multi-channel communication with customers. Read More >

Five9 Enhances Its Cloud Contact Center with Artificial Intelligence

Five9 Enhances Its Cloud Contact Center with Artificial Intelligence
May 17, 2018

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 >

Salesforce Buys MuleSoft and Will Promote Smarter Customer Journeys

Salesforce Buys MuleSoft and Will Promote Smarter Customer Journeys
April 23, 2018

First Cut: MuleSoft brings API and IoT to the table to help power Salesforce in its AI investments to enhance customer journeys. Read More >

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