Customer Journey Analytics & Orchestration Reviews and Ratings
What is Customer Journey Analytics & Orchestration?
Gartner defines customer journey analytics and orchestration (CJA/O) as solutions that track and analyze how customers and prospects interact with an organization across multiple channels over time. Most CJA/O solutions subsequently enable organizations to prioritize and orchestrate real-time improvements to the customer experience in multichannel journeys throughout the end-to-end customer life cycle.
The journey lens provided by CJA/O solutions offers insights by combining cross-channel interaction data with transactional, voice of the customer (VoC) and customer profile data on a time axis. Other types of analysis in isolation cannot achieve this. This enables data-driven predictions at scale and experimentation with multichannel interventions that can be robustly verified as driving increased customer satisfaction, retention and lifetime value.
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WebEngage empowers all attributes key for Marketing, Growth and Retention. It houses Customer data platform, Omni channel engagement campaign orchestrator ,Personalisation engine and an Immersive Analytics engine.
WebEngage actions, optimises and orchestrates triggers, segments, behaviours and funnels. AI enabled recommendation, predictive outputs and profiling.
WebEngage is built with the sole intention of improving retention and Sharper analytics based engagement, all wired to run marketing automation emphasising the OKRs of churn handling, growth plaques and customer dormancy.
Scuba provides a Decision Intelligence Platform focused on supporting customer-centric teams in making quick, data-based decisions. The solution offered by Scuba facilitates real-time data handling, from ingestion and processing to querying, regardless of the size of the dataset. Scuba's platform allows users to carry out no-code, ad-hoc analysis, and A/B testing easily. Additionally, it is a fully managed service that requires no hands-on management. The elimination of a data schema removes IT reliance and reduces data engineering delays yet manages to uphold data integrity and global data compliance.
NotifyVisitors is an AI powered marketing automation and CDP solution. It helps you in reaching out to your target audiences through email, SMS, push notifications, pop-ups and more. You can send automated campaigns to the target audience at the right time with NotifyVisitors.
Moreover, it also enables you to establish a more intimate relationship with them by sending personalized campaigns. Customizing your campaigns and journeys becomes simpler because of its user-friendly interface as well as drag-and-drop editor. The detailed campaign analytics aids one in measuring campaign performance and adjusting them accordingly.
Adobe focuses on providing digital media and digital marketing solutions on a worldwide scale. The company offers creative, marketing and document solutions which are geared towards assisting individuals, ranging from budding artists to established brands, to bring life to their digital creations. Furthermore, Adobe concentrates on the delivery of captivating experiences to the targeted individuals. Adobe's solutions are omnipresent and they are striving to bring about change through digital experiences.
Cloodot specializes in streamlining customer communications by offering a unified inbox for all contemporary online channels. Specifically, it allows the management of chats and reviews from numerous Facebook pages, WhatsApp numbers, Google listings, and Websites in a single dashboard. As the reliance on the internet for discovery and interaction with businesses is increasing, many companies find it challenging to manage customer chats and reviews scattered across social media platforms, websites, and review sites. Cloodot addresses this issue by consolidating all interactions into one user-friendly unified inbox, thus saving time and resources for the customer support teams. It also provides owners and managers with advanced cumulative analytical data to assess business and customer support team performance across the internet.
CSG operates in the sphere of customer engagement, revenue management, and digital payments. The company utilizes a cloud-first architecture and customer-centric approach to enable other businesses to initiate digital services, penetrate into new markets, and craft dynamic experiences to acquire new customers. Established over 40 years ago, CSG has proven its competence in assisting businesses confront complex challenges and conform to the demands of today's digital economy. Equipped with futuristic solutions, the company aims to enhance customer experiences. CSG operates globally, boasting a workforce of over 5,000 employees spread across more than 20 countries. Its technology is utilized by prominent brands across various sectors such as telecommunications, retail, financial services, and healthcare. CSG's solutions have yielded practical outcomes for over 900 businesses worldwide.
Genesys is focused on improving loyalty and business outcomes for customers and employees. Through its Genesys Cloud platform, Genesys helps organizations worldwide provide empathetic, personalized experiences at scale. With Genesys Cloud, organizations differentiate with the right customer experience at the right time, and drive stronger workforce engagement, efficiency and operational improvements.
iLearningEngines (ILE) focuses on learning automation and has a presence in the technology sector. The company offers an Outcomes Driven Learning and AI platform which supports enterprises in providing tailor-made training that are crucial to their operations. This training fits seamlessly into everyday tasks to ensure efficiency. ILE has a cloud-based platform that is available worldwide and caters to a diverse array of industries such as healthcare, education, energy, transportation, and military agencies. ILE is in a continuous state of evolution and aims to reshape the concept of next-generation learning.
Kubit provides a warehouse-native Customer Journey Analytics platform designed to help businesses analyze customer behavior using their existing data infrastructure. The platform enables organizations to work with their own data models while maintaining transparency, governance, and scalability. Kubit’s solution supports teams in deriving insights without reliance on external engineering resources or proprietary systems. The company’s approach emphasizes adaptability and ease of integration with enterprise data environments.
Kwanzoo is a software company that focuses on enhancing the B2B pipeline growth system. The company's main objective is to assist B2B businesses in the generation of a more enriched and detailed early-stage pipeline. Their platform integrates unique purchaser and intent data, activates first-party audiences and amalgamates all go-to-market platforms and tools to provide actionable insights, thereby contributing to pipeline and revenue growth. The platform proffers a solution for identifying individual purchasers and producing a higher quantity of leads. Furthermore, it combines several intent data sources with its own detailed intent data. Kwanzoo similarly offers a way to attract more qualified website traffic using account-based marketing. The company also provides a SaaS platform complete with strategic pipeline development services and customer success support. The platform facilitates the setup of in-house, outsourced or agency teams.
Real Time Feedback is a company that focuses on revolutionizing customer interaction via a private, two-directional engagement platform. The company offers a suite of solutions, such as QR codes, NFC Tags, and custom URLs to enable customers express their compliments or complaints straightforwardly and in real time. The fundamental business problem it rectifies is improving customer service and enhancing brand loyalty by enabling businesses to promptly receive and address comments from customers. Unlike traditional surveys that provide a post-experience evaluation, Real Time Feedback prioritizes providing insights into what customers are experiencing at any given moment thereby optimizing operations.
CRM & Marketing Automation Platform caters to the essential needs of expanding teams by providing a solid foundation for managing customer relationships and automating marketing processes. The main business dilemma the company resolves revolves around synchronizing sales and marketing efforts to successfully grow businesses. The functionality of CRM & Marketing Automation Platform efficiently simplifies and streamlines essential operations to help teams align their strategies, maximize efficiency, and optimize growth potential.
Enixta is focused on delivering value through its unique AI-enabled platform. The company’s primary concern is to strengthen product offerings and ameliorate customer experience by fostering continuous innovation. By utilizing Enixta's offerings, businesses can potentially refine their decision-making processes and make informed choices that match their customers' preferences. Rather than being just a tool, Enixta aims to become a partner that can assist in advancing and evolving businesses to cater to the changing market landscape.
ZEPIC is an AI-infused, unified Customer Engagement Platform that makes possible hyper-personalised customer experiences. With its built-in Customer Data Platform (CDP), ZEPIC provides a Customer 360 view that acts as a single source of truth for all customer-facing teams. Key capabilities that include Audience Segmentation, Customer Journeys and Omnichannel Activation enable businesses to build real-time, hyper-personalized experiences throughout the customer lifecycle. Used by enterprises and small business alike, the platform's self-serve, drag & drop interface empowers multiple customer-facing teams to create meaningful connections with their customers.
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.