The Aragon Research Tech Spectrum™ for Customer Journey Mapping, 2019

Research Note

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Summary

Traditionally, organizations have tried to improve customer experiences by adding more channels, moving the experience to mobile devices, and improving the user interface. While these are still strategic moves, the creation of an engaging customer experience requires more: a look into the real customer journey and something that takes an outside-in approach to creating a better journey that yields a better experience.

Customer journey mapping (CJM) technologies—by capturing the voice and behaviors of customers to improve the real-time experience customers have, and hopefully enjoy—support several approaches and are expanding their influence.

This research note discusses the impact that customer journey mapping (CJM) technologies can have on improving the customer experience and evaluates 27 providers in the market.

Identified Vendors:

Adobe
Altocloud
Axellience
Capsifi
ClickFox
CustomersFirst Now
ENGAGEcx
ExperienceFellow
Gainsight
Genpact
Journifica
Kitewheel
MEGA International
Microsoft
Oracle
Pegasystems
Salesforce
Signavio
Smaply
Software AG
Strativity
SuiteCX
Thunderhead
Trisotech
Usermind
UXPressia
Verint

Research Note Details

Topic: Customer Journey Mapping (CJM)
Issue: Who are the vendors battling to lead the customer journey mapping revolution?
Research Note Number: 2019-1
Length: 32 pages
File Size: 14.8 MB
File Type: Portable Document Format (PDF)
Language: English
Publisher: Aragon Research
Author:

Jim Lundy

Jim Lundy, CEO and Lead Analyst

Aragon Analyst Jim Sinur

Jim Sinur, VP Research and Aragon Fellow