Aragon Research Reveals the 2019 Tech Spectrum for Customer Journey Mapping

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The report evaluates twenty-seven major providers in the CJM market.

aragon research tech spectrum

The Aragon Research Tech Spectrum looks at a focused set of criteria that helps enterprise planners understand and navigate the market of technology provider options.

Enterprises need to simplify the buyer journey in order to stay competitive.

Aragon has published its second Aragon Research Tech Spectrum for Customer Journey Mapping (CJM) today, identifying twenty-seven major providers in the market and providing a comprehensive overview of their strengths and challenges.

CJM technologies capture the voice and behaviors of customers to improve their real-time experience. Most technologies present this data in highly visual journey maps to help organizations analyze customer touchpoints and the interactions their customers have with their people, systems, and software.

In the report, Aragon states that traditional approaches to improving customer experience—including interface updates and adding additional channels, among other areas—cannot be relied on alone to transform the customer experience. Customer expectations and needs are continually evolving, and organizations need technologies that can help them manage, meet, and exceed these expectations.

“Enterprises need to simplify the buyer journey in order to stay competitive,” said Jim Lundy, CEO of Aragon Research. “Customer journey mapping helps take the guesswork out of this process, making it easier to create smoother customer journeys.”

The providers evaluated in this report include: 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, and Verint.

Executive leaders should use this report to help them understand the current state of the CJM market and help them begin to evaluate providers that support their enterprise goals. Aragon clients can access The Aragon Research Tech Spectrum for Customer Journey Mapping, 2019 in the AIN client community or on aragonresearch.com.

About Aragon Research
Aragon Research delivers high-impact visual research, consulting, and advisory services to provide enterprises the insight they need to make better technology and strategy decisions. Aragon Research serves business and IT leaders and has a proven team of veteran analysts. For more information, visit https://www.aragonresearch.com/.

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Patricia Lundy
@AragonResearch1
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