SPARK Matrix™: Customer Journey Management, Q4, 2025

QKS Group's Customer Journey Management market research includes a comprehensive analysis of the global market in terms of emerging technology trends, market trends, and future market outlook. This research offers strategic insights for technology vendors to better understand the current market landscape, supporting their growth strategies; and for users to assess different vendors’ capabilities, competitive differentiation, and market position.   

The research includes a detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. The SPARK Matrix ranks and positions leading Customer Journey Management vendors with a global impact. The SPARK Matrix includes analysis of vendors such as Adobe, Alterain, CSG, Coveo, Engage Hub, Genesys, Glassbox, inQuba, Medallia, MoEngage, NICE, Quantum Metric, and SAS.  

According to Tanuj Paulose, Analyst at QKS Group “Customer Journey Management platforms have shifted from static journey maps and channel silos to strategic systems that unify data, identity, and engagement across the full customer lifecycle. In today’s environment, enterprises need more than channel coordination; they require platforms that fuse AI-driven insight with real-time orchestration to detect intent, deliver next-best experiences, and align marketing, product, service, and sales around measurable outcomes. The future of this market lies with vendors that position CJM as a growth and service engine scaling personalization, optimizing revenue and cost-to-serve, and sustaining long-term relationships” 

2025 Customer Journey Management SPARK Matrix  

Source: QKS Group  

Table of Contents 

·       Key Findings 

·       SPARK Image 

·       Vendor Profiles 

·       Market Definition & Capabilities 

·       Evaluation Criteria 

·       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 to help companies successfully address business challenges. Our team of experienced consultants can help you achieve 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