Customer journey analytics is a technology which enables the marketer to analyze and map customer engagement and interaction with the organization through various channels and touchpoints. The marketer could use customer journey analytics to identify the myriad of paths that customers take during their journey and identify the paths which lead to the company’s growth and profitability.

COMPETITIVE LEADERSHIP MAPPING TERMINOLOGY

The competitive landscape analyzes the growth strategies adopted by various key players in the customer journey analytics market. The vendors have been placed into 4 categories, based on their performance in each criterion: visionary leaders, innovators, emerging companies, and dynamic differentiators. The top 25 players have been evaluated in this section of the report. The analysis has been carried out based on specific parameters, and scores have been assigned accordingly.

VISIONARY LEADERS

Vendors who fall into this section receive high scores for most of the evaluation criterion. The vendors in this section have a strong and established product portfolio, and a very strong market presence. They provide mature and reputable customer journey analytics solutions that cater to a wide range of verticals, globally. They also have strong business strategies. The companies falling in this category include IBM, Adobe Systems, Salesforce, NICE Systems, Verint Systems, Kitewheel, and SAP.

INNOVATORS

The companies falling in the innovators section include ClickFox, Servion, SDL PLC, inQuba, Thunderhead, Teradata, and ENGAGEcx. These players have strong product portfolios and robust business strategies to achieve continued growth. They also have innovative products and the potential to build strong strategies for their business growth to be at par with the visionary leaders.

DYNAMIC DIFFERENTIATORS

The vendors included in the dynamic differentiators section have the potential to broaden their product portfolios to compete with the other key market players. The companies falling in this category include Quadient, CallMiner, Genesys, and Pitney Bowes.

EMERGING COMPANIES

The emerging companies in the customer journey analytics market include Qualtrics, Pointillist, Genpact, UserReplay, QPC Limited, Clicktale, and ForeSee. These players have the potential to build strong product portfolios and business strategies to compete in the market with the visionary leaders and innovators.

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EVALUATION CRITERIA

Below criteria are most commonly used for comparing Customer Journey Analytics Software tools.
  • Breadth and Depth of Product Offerings
    • Product Offerings
    • licenses
    • Services
      • Managed Services
      • Support and maintenance services
      • Consulting
      • Training and Education services
      • Any other professional service
  • Product Features and Functionality
    • Product Functionality
    • Touchpoints
      • Social Media
      • Web
      • Mobile
      • Email
      • Branch/Store
      • Call center
      • Promotional events
      • Sales representative
      • Survey data
    • Data Format
      • Text
      • Image
      • Audio/Speech
      • Video
    • Applications Served
      • Customer segmentaion and targeting
      • Customer behavioral analysis
      • Brand Management
      • Competitive intelligence
      • Product management
      • Customer relationship management
      • Channel experience analytics
      • Campaign management
      • Customer loyalty and process management
      • Others(Please Specify)
  • Product Differentiation and Impact on Customer Value
    • Preferred Mode of Delivery
      • Full Time Equivalent
      • Subscription / Licensing
      • Per User Basis
    • Industry Vertical
      • Retail and eCommerce
      • Healthcare and Life Sciences
      • IT and Telecom
      • Government and Public Sector
      • BFSI
      • Manufacturing
      • Media and Entertainment
      • Travel and Hospitality
      • Automotive and Transportation
      • Energy and Utilities
      • Other Industry Verticals
    • Deployment Model
      • On-Premise
      • Hosted / On-Cloud
    • Channel of Delivery
      • Directly
      • Through Partners / Third-Party Vendors / MSSPs
  • Product Branding
    • Level of Support
    • services
      • Technical Support
      • Customer Support
      • Sales Support
      • Other support services
    • Pre Sales Support
      • Software Requirement Specification (SRS)
      • Product Demos
      • Others (Please specify)
    • Channel for Delivery of Support Services
      • Remote Support

TOP VENDORS

    • Startup
    • California, US
    • Founded: 2013
    • Below $10 MN
    • 101 to 500
  • #

    Adobe Systems caters to the customer journey analytics market through its analytics solutions, namely, Experience Cloud, Advertising Cloud, Analytics Cloud, and Marketing Cloud.

    • Enterprise
    • 1 to 50
    • Startup
    • California, US
    • Founded: 2005
    • $11MN to $50MN
    • 51 to 100
  • #

    CallMiner provides customer journey analytics solutions through CallMiner Eureka, a speech analytics software, and the Eureka Xchange app. These products help marketers analyze huge volumes of data generated from customer interactions across all customer touchpoints, including emails, chats, calls, and social media.

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    • Enterprise
    • Waltham, Massachusetts, US
    • Founded: 2002
    • 101 to 500
    • Startup
    • Illinois, US
    • Founded: 2013
    • Below $10 MN
    • 101 to 500
  • #

    ClickFox provides customer journey analytics solutions through the ClickFox CEA and ClickFox journey analytics platforms, driven by Journey Architecture.

    • Enterprise
    • 501 to 1,000
    • Enterprise
    • Ramat Gan, Israel
    • Founded: 2006
    • 101 to 500
    • Startup
    • California, US
    • Founded: 2013
    • Below $10 MN
    • 101 to 500
    • Enterprise
    • Founded: 2013
    • Below $10 MN
    • 51 to 100
    • Enterprise
    • Ann Arbor, Michigan, US
    • Founded: 2001
    • $51MN to $100MN
    • 101 to 500
    • Enterprise
    • California, US
    • Founded: 1990
    • 101 to 500
    • Enterprise
    • New York, USA
    • Founded: 1997
    • Below $10 MN
    • 50,001 to 75,000
  • #

    IBM provides customer journey analytics software solutions with its products, IBM Watson Customer Experience Analytics and IBM Digital Analytics. It provides various features, including role-based dashboards, flexible reporting, session replay, eventing and alerting, journey analytics, site optimization, and mindset analysis.

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    • Enterprise
    • 1 to 50
    • Enterprise
    • 501 to 1,000
  • #

    Kitewheel provides customer journey analytics solutions through the Customer Engagement Hub (CEH). CEH enables marketers to use the existing legacy systems and infrastructures to make the customers’ journey more interactive across all the touchpoints.

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    • Enterprise
    • Minato-ku, Tokyo, Japan
  • #

    NICE Systems provides customer journey analytics solutions with its Big Data platform, namely, NICE Customer Experience Analytics solutions and NICE Customer Engagement Analytics solutions. The company provides cloud as well as on-premises deployment models, and supports its customers through various services, such as training, business consulting, professional services, and proactive services.

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    • Enterprise
    • Ra’anana, Israel
    • Founded: 1986
    • $1BN to $5BN
    • 5,001 to 10,000
    • Enterprise
    • 501 to 1,000
  • #

    Pointillist offers customer journey analytics as a SaaS solution to help customers improve the marketing and customer experience. Pointillist’s customer journey analytics solution provides a unified view of the customers as they interact with various brands across different touchpoints. It also offers quick integration of data across a variety of systems and channels.

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    • Enterprise
    • 501 to 1,000
    • Enterprise
    • 501 to 1,000
    • Enterprise
    • Boston, Massachusetts, US
    • Founded: 1994
    • Enterprise
    • Provo, Utah, US
    • Founded: 2002
    • $51MN to $100MN
    • 1,001 to 5,000
    • Startup
    • California, US
    • Founded: 2012
    • $11MN to $50MN
    • 501 to 1,000
  • #

    Salesforce offers Marketing Cloud, a cloud-based digital marketing platform, for the customer journey analytics market. The Marketing Cloud consists of various products, such as Journey Builder and Audience Builder.

    • Enterprise
    • California, US
    • Founded: 1999
    • $5BN to $10BN
    • 30,001 to 35,000
  • #

    SAP provides SAP Hybris Marketing Cloud in the customer journey analytics market. The company provides its product for the purpose of business-to-business and business-to-customer use. It can be deployed on-cloud and on-premises models.

    • Enterprise
    • Walldorf, Germany
    • Founded: 1972
    • More than $100 BN
    • 501 to 1,000
  • #

    Quadient provides customer journey analytics solutions through the Inspire Cloud Services, which are powered by its customer journey mapping platform.

    • SME
    • Maidenhead, Berkshire, UK
    • Founded: 1992
    • $101MN to $500MN
    • 1,001 to 5,000
  • #

    Servion provides its customer journey analytics solutions through Servion CX platform. It maps the customer journeys according to customers’ behavior and sentiments and allow marketers to take the next best action to enhance customer experiences.

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    • Startup
    • Chennai, Tamil Nadu, India
    • Founded: 1991
    • $11MN to $50MN
    • 1,001 to 5,000
    • Startup
    • New York, US
    • Founded: 2004
    • Below $10 MN
    • 501 to 1,000
    • Enterprise
    • California, US
    • Founded: 1979
    • $1BN to $5BN
    • 10,001 to 15,000
    • Enterprise
    • London, UK
    • Founded: 2001
    • $11MN to $50MN
    • 51 to 100
    • Enterprise
    • 501 to 1,000
  • #

    Verint Systems operates in the customer journey analytics market through its Actionable Intelligence platform. This platform provides customer engagement solutions and customer engagement optimization services. The company provides a robust portfolio of customer engagement solutions, which include VOC, workforce optimization, employee engagement, engagement channels, and security, fraud, and compliance.

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    • Enterprise
    • New York, US
    • Founded: 1994
    • $1BN to $5BN
    • 5,001 to 10,000

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