Customer Journey Analytics & Orchestration Reviews and Ratings
What is Customer Journey Analytics & Orchestration?
Product Listings
Filter by
Gartner Research
Features of Customer Journey Analytics & Orchestration
Mandatory Features:
Gathering data from source systems/channels is the integration with, or the ability to ingest data from, different internal systems and channels of engagement (spanning both digital and physical channels, such as a website, chatbot, retail store, live chat, phone, etc.). The ability to ingest data is source-system-agnostic, although vendors may specialize with dedicated connectors to specific solutions.
Deterministic customer identity matching connects customer records based on specific known identifiers (e.g., a user ID, phone number, etc.). This is required for tracking individual users across multichannel journeys. Vendors may connect to other services in the organization to access identity data.
Journey visualization, at both a macrolevel and for an individual customer, is commonly found in the form of a journey map or Sankey diagram. These visualizations may require user input or may be generated dynamically.