Hot Vendors™ in Customer Journey Mapping, 2018: Driving Customer Loyalty
Customer journey mapping (CJM) is table stakes today in the extremely competitive digital landscape where organizations intensely compete. Until recently, capturing the voice of the customer has been either relegated to face-to-face customer focus groups, point-in-time surveys, or (in the worst-case scenario) opting for a competitor.
Now, with the ability to map the customer journey and capture the customer’s rational inputs, sentiments, authentic emotions, and responses, organizations are better equipped to successfully and proactively retain their current client base and target “best customers” to win new clients.
These three Hot Vendors enable enterprises to greatly enhance the customer journey.
Research Note Details
Topic: Customer Journey Mapping (CJM)
Issue: Who are the CJM providers and how are they evolving?
Research Note Number: 2018-37
Length: 10 pages
File Size: 23.6 MB
File Type: Portable Document Format (PDF)
Publisher: Aragon Research
Jim Sinur, VP Research and Aragon Fellow