Summary
Long gone are the days where customers buy products and services on a “take it or leave it basis.” Today, customer loyalty is earned anew on each and every interaction. Part of this is due to the fact that the resistance to switch to a different provider is so low (pretty much just a click). This means that to stay competitive, organizations have to be on top of their game. Organizations will not be able to delegate the complexity of navigating their processes and services to the customer for much longer. In fact, they will have to customize journeys by individual customer or customer types.
Customer Journey Mapping (CJM) gives organizations the ability to map the customer journey and capture the customer’s rational inputs, sentiments, real emotions, and responses. With CJM technology, organizations are better equipped to successfully and proactively retain their current client base and target “best customers” to win new clients. In this Tech Spectrum report, Aragon Research identifies fifteen providers in the emerging Customer Journey Mapping market.
Identified Vendors:
Adobe
Altocloud
CustomersFirst Now
Genpact TandemSeven
Journifica
Mega Intl
Microsoft
Oracle
Salesforce
Smaply
Software AG
Strativity Touchpoint Dashboard
SuiteCX
Trisotech
Uxpressia
