SPARK Matrix™: Customer Journey Analytics, Q3, 2023

Understanding customer emotions allows organizations to empathize with their customers, address their needs & concerns, develop meaningful & positive interactions, and formulate CX-centric strategies efficiently. With the rising focus of organizations on tools that simplify the understanding of customer journeys, and customers' emotions, the demand for CX Management solutions has increased. Customer journey analytics (CJA) is a tool that utilizes feedback and other qualitative data to trace customers’ footsteps throughout their interaction time with the organization and helps identify the points of delight & friction. CJA enables organizations to seamlessly integrate with existing feedback management systems for delivering accurate insights, measuring business impact, and utilization of AI for orchestrating the next best experience across a variety of systems. Furthermore, customer journey analytics tool software is used by organizations to identify & increase ROI from marketing & advertising initiatives, align organizational policies with CX-centric outcomes and enhance customer experiences.

Quadrant Knowledge Solutions’ Customer Journey Analytics market research includes a detailed global market analysis of major vendors. The research comprises vendors’ product features and functionalities, as well as competitive differentiating factors. The research provides competitive landscape and vendor analysis to enable technology vendors to enhance their understanding of the market and implement a growth-oriented technical roadmap.

The research includes detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. SPARK Matrix includes the ranking and positioning of leading Customer Journey Analytics vendors with a global impact. This research study includes an analysis of various key vendors, including Adobe, Alterian, BryterCX by IgniteTech, CallMiner, CerebriAI, CSG, Engage Hub, Factors AI, Genesys, Glassbox, inQuba, LiveRamp, Medallia, MoEngage, NICE, Qualtrics, Quantum Metric, Roojoom, SAS, Scuba Analytics, and Woopra by Appier.

According to Nikhilesh Naik, Analyst at Quadrant Knowledge Solutions, “CJA vendors are strengthening their technology value proposition by enhancing key functionalities, including real-time customer data ingestion, customer data management, integration with journey mapping & journey orchestration technologies, and optimization capabilities. Vendors’ capability to utilize emerging technologies such as AI, ML, NLP, generative AI, and a unified and integrated communication platform, is the key differentiator in the global CJA space.”

Table of Contents

Executive Overview

Market Dynamics and Overview

• Market Definition
• Market Overview
• Key Marketplace Development Platform capabilities

Competition Landscape and Analysis 

• Competitive Overview and Analysis
• Factors and Technology Differentiators

SPARK Matrix™: Customer Journey Analytics, Q3, 2023

Vendor Profiles

Research Methodologies

Custom Research Service

Our custom research service is designed to meet the client’s specific requirements by providing a customized in-depth analysis of the technology market to meet your strategic needs. Further, our custom research and consulting services deliverable is uniquely effective, powerful, innovative, and realistic for helping companies successfully address business challenges. Our team of experienced consultants can help you in achieving short-term and long-term business goals in the following ways:

• Detailed understanding of the industry structure, market participants, and value chain mapping
• Business potential and opportunities of target markets, economies, and industries
• Strategic planning and tactical opportunities
• Go to market strategies.