Knowledge about the customer journey as really experienced by the customer is becoming increasingly important.
It is a standard enterprise-wide framework for CX teams and stakeholders to visualize and analyze touchpoints, personas, and customer emotions. Demand for the appropriate journey mapping tools has grown steadily in recent years. According to The Forrester Wave™: Journey Mapping Platforms, Q2 2022, the market has evolved “because of the pandemic and a need for visual collaboration for a remote and hybrid workforce.” Reason enough, in our opinion, for the analysts to take a closer look at the market and its most significant vendors.
What role does the Forrester Wave play for CX decision makers?
For more than 35 years, Forrester has been an independent market research firm helping executives in the global consumer products and technology sectors with an objective view of current developments and upcoming trends. In “The Forrester Wave™: Journey Mapping Platforms, Q2 2022,” the experts identify, research, analyze and evaluate the 12 most significant journey mapping vendors based on 25 criteria. The criteria evaluate, for example, the current offering such as journey visualization and journey design, but also the strategy such as planned product extensions, the sales model or performance. In this way, the Forrester report provides an objective overview of how the individual providers perform. The aim is to help companies select the right solution for their applications.
Why is cxomni classified as a leader by Forrester?
In each Forrester Wave™, vendors are ranked as Leaders, Strong Performers, Contenders and Challengers, depending on how they performed in the individual criteria. As a German startup, cxomni made it into the Leaders category this time with its Customer Journey Management solution. The software received the highest possible score in 11 criteria. In addition, the solution received the highest score in the “Current Offering” category, with the highest score in the journey visualization criterion. The report states:
“cxomni is a good fit for firms that want to choose à la carte between the different modules (journey analytics, sentiment analysis, journey mapping, and actions manager) and are ready for mapping, analytics, and some orchestration use cases.”
More details can be found in the full report. Get your complimentary copy of The Forrester Wave™: Journey Mapping Platforms, Q2 2022 here.