DMG Consulting Releases 2015-2016 Customer Journey Analytics Product and Market Report

8/19/2015

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services

What: Releases 2015-2016 Customer Journey Analytics Product and Market Report

When: Today, 19 August 2015

Where: Available at the DMG Consulting online store

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its inaugural 2015-2016 Customer Journey Analytics Product and Market Report. This is the first time that DMG has covered customer journey analytics as a stand-alone product.

The idea of CJA has been evolving for over 30 years in a variety of forms, including data warehouses, data marts, customer relationship management (CRM) solutions, and customer experience management, but the technology aspects of CJA are challenging, which is why it’s taken so long for these solutions to emerge. ”Big data” analytics tools have finally given companies the infrastructure and technology to analyze the massive stores of customer data that are necessary for CJA. With technology no longer the obstacle it once was, DMG expects CJA to become a major area of investment in the next five years.

“Customer journey analytics is important for companies,” said Donna Fluss, President of DMG Consulting. “By providing a detailed understanding of how and why their customers interact with them, CJA solutions will empower organizations with the information they need to dramatically alter outcomes.”

As of July 2015, DMG estimates that there were fewer than 900 CJA-type implementations in the market. Many vendors are striving to build CJA solutions, as they see its market potential due to the great benefits these solutions can deliver to enterprises and their customers. Nonetheless, many vendors are still holding back on R&D, as they want to see market commitment and momentum before they invest significantly. As a result, DMG expects the CJA sector to grow slowly but consistently during the next five years. Using highly conservative growth estimates, DMG expects the number of CJA implementations to increase by 15%, 18%, 18%, 25% and 25% in each of the five years from 2015 to 2019, respectively.

The 2015 – 2016 Customer Journey Analytics Product and Market Report offers the insights that organization need about CJA trends, challenges, vendors, products, technology, functionality, projections, benefits, return on investment (ROI) and pricing, in order to select the right solution for their business. The report covers four vendors in-depth: MaritzCX, NICE Systems, Salesforce and Verint Systems; VOZIQ is covered at a high level.

To learn more about the 2015-2016 Customer Journey Analytics Product and Market Report, read the abstract and the table of contents, or contact Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098. To order your copy of the Report, visit www.dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is a vendor-independent advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact center and back-office environments by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

DMG Consulting is the leading provider of industry research for many contact center, back-office and analytics IT markets, including: Workforce Management, Workforce Optimization (WFO, Quality Management/Liability Recording), Speech Analytics, Gamification, Text Analytics, Desktop Analytics, Contact Center Performance Management, Surveying/Voice of the Customer, Cloud-Based Contact Center Infrastructure, Outbound Dialing Solutions, Interactive Voice Response Systems and Unified Communications. For more information, visit www.dmgconsult.com.