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Customer Journey Analytics

2015-2016 Customer Journey Analytics Product and Market Report

The 2015 – 2016 Customer Journey Analytics Product and Market Report provides the only in-depth analysis of these emerging solutions and essential business strategy. DMG expects customer journey analytics (CJA) to be a major area of investment for enterprises during the next five years.

A GPS for Navigating the Customer Journey Analytics Market

The 2015 – 2016 Customer Journey Analytics Product and Market Report introduces one of the newer analytics solutions to enter the enterprise and contact center technology sectors, customer journey analytics, or CJA. After years of talking about the concept of CJA, vendors are now delivering multi-channel CJA solutions that capture and analyze all aspects of the customer journey. CJA provides a 360-degree view of the enterprise/customer relationship from the customer’s perspective, which enables companies to take steps to make it easier and more satisfying for customers to do business with them. This Report is designed to help enterprise, contact center and IT professionals understand this emerging application, how it works, its uses and benefits, and its ability to transform the ways in which enterprise interact with their customers and prospects throughout the customer experience.

In the Vanguard with Breaking Coverage of New and Emerging Markets

The market is at the beginning of a potentially major revolution that is going to be enabled by customer journey analytics (CJA) solutions. The 2015 – 2016 Customer Journey Analytics Product and Market Report provides the most in-depth coverage of this emerging IT sector. It is designed to help enterprise, IT and contact center leaders and professionals understand the emerging world of customer journey analytics (CJA): what it is, its uses and benefits, and how these solutions can be used to transform the relationships between enterprises and their customers.

The Report covers vendors, products, technology, functionality, market projections, benefits, return on investment (ROI), trends, challenges and pricing. This Report can be used to help companies fully understand the emerging CJA sector so that they can select the right solution for operating environment. Four vendors are covered in-depth: MaritzCX, NICE Systems, Salesforce and Verint Systems. A new entrant, VOZIQ, is covered at a high level.

Key Elements of this Report:

  • Overview of the QM/liability recording market segment
  • The definition of CJA
  • Review of the CJA process, and the technology and components that comprise these solutions
  • Service delivery models and deployment options for CJA solutions: on-premise, cloud, hosted, managed service and hybrid
  • The trends and challenges driving enterprise investments in CJA solutions and vendor innovation
  • How CJA is successfully delivering on the promise of CRM
  • Discussion of the impact of CJA on the multi-channel customer experience
    Review of the analytics solutions that facilitate CJA
  • Insights into new metrics to measure the customer experience
    Exploration of the agent’s role in CJA
  • The contributions of enterprise feedback management to CJA
    CJA 5-year market projections
  • Analysis of the CJA competitive landscape, including vendor snapshots, strategies and product summaries
  • CJA benefits, uses, and return on investment (ROI) analysis
    Implementation analyses for CJA solutions, including vendor approaches, workshops and training
  • Detailed pricing comparison and analysis for on-premise, cloud-based and managed service CJA solutions
  • Detailed company reports for the 4 leading and contending vendors, analyzing their products, functionality and future product development plans
  • CJA Vendor Directory
  1.  Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    3.1 Report Participation Criteria
  4. Workforce Management Market Segments
    4.1 DMG Consulting Definition
    4.2 Vendor Definitions
    4.3 How Customer Journey Analytics Works
    4.4 Output from CJA Solutions
  5. Service Delivery Models for Customer Journey Analytics Solutions
    5.1 DMG Service Delivery Definitions
  6. Customer Journey Analytics Market Trends and Challenges
    6.1 Customer Journey Analytics Trends
    6.2 Customer Journey Analytics Challenges
  7. CJA Delivers the CRM Promise
    7.1 Vendor CJA Capabilities
  8. The Multi-Channel Customer Experience
  9. Analytics Applications that Facilitate CJA
  10. New Customer Metrics
  11. Agents Role in Customer Journey Analytics
  12. Enterprise Feedback Management as a Component of Customer Journey Analytics
  13. Customer Journey Analytics Market Activity
  14. Customer Journey Analytics Market Projections
  15. Customer Journey Analytics Competitive Landscape
  16. Vendors and Solutions
    16.1 Company Snapshot
    16.2 Vendor Strategy
    16.3 Vendor Product Analysis
  17. CJA Uses, Benefits and Return on Investment
    17.1 Uses
    17.2 Real-Time Capabilities
    17.3 Return on Investment Analysis
  18. Implementation Analysis
  19. Customer Journey Analytics Pricing
  20. Company Reports
    20.1 MaritzCX
    20.2 NICE Systems
    20.3 Salesforce
    20.4 Verint Systems

Appendix: Customer Journey Analytics Vendor Directory

Table of Figures

Figure 1: Enterprise View vs Customer View of Being a Customer
Figure 2: Vendor Definitions of Customer Journey Analytics
Figure 3: Customer Journey Analytics Solutions
Figure 4: CJA Output
Figure 5: Service Delivery Models, Advantages and Disadvantages
Figure 6: DMG’s Service Delivery Model Definitions
Figure 7: Vendor Service Delivery Options
Figure 8: 2015 Customer Journey Analytics Trends
Figure 9: 2015 Customer Journey Analytics Challenges
Figure 10: Customer Journey Analytics Obstacles and Challenges
Figure 11: Vendor CJA Capabilities
Figure 12: CJA and The Multi-Channel Customer Experience
Figure 13: Analytics Applications that Facilitate CJA
Figure 14: Vendor Analytics Applications for Supporting CJA
Figure 15: Outdated KPIs
Figure 16: Customer-Focused KPIs
Figure 17: CJA Customer Metrics
Figure 18: Impact of Agent Activities and Performance on the Customer Journey
Figure 19: CJA Market Projections, 2015 – 2019
Figure 20: CJA Competitive Landscape
Figure 21: Company Information
Figure 22: Vendor Strategy
Figure 23: CJA Product and Channel Analysis
Figure 24: 2015 Enterprise Servicing Initiatives, by Category
Figure 25: Using CJA to Address Top Enterprise Servicing Goals
Figure 26: CJA Uses
Figure 27: Real-Time CJA Output
Figure 28: CJA ROI
Figure 29: Implementation Analysis
Figure 30: CJA Costs

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

+ Key Elements of this Report

Key Elements of this Report:

  • Overview of the QM/liability recording market segment
  • The definition of CJA
  • Review of the CJA process, and the technology and components that comprise these solutions
  • Service delivery models and deployment options for CJA solutions: on-premise, cloud, hosted, managed service and hybrid
  • The trends and challenges driving enterprise investments in CJA solutions and vendor innovation
  • How CJA is successfully delivering on the promise of CRM
  • Discussion of the impact of CJA on the multi-channel customer experience
    Review of the analytics solutions that facilitate CJA
  • Insights into new metrics to measure the customer experience
    Exploration of the agent’s role in CJA
  • The contributions of enterprise feedback management to CJA
    CJA 5-year market projections
  • Analysis of the CJA competitive landscape, including vendor snapshots, strategies and product summaries
  • CJA benefits, uses, and return on investment (ROI) analysis
    Implementation analyses for CJA solutions, including vendor approaches, workshops and training
  • Detailed pricing comparison and analysis for on-premise, cloud-based and managed service CJA solutions
  • Detailed company reports for the 4 leading and contending vendors, analyzing their products, functionality and future product development plans
  • CJA Vendor Directory
+ Table of Contents
  1.  Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    3.1 Report Participation Criteria
  4. Workforce Management Market Segments
    4.1 DMG Consulting Definition
    4.2 Vendor Definitions
    4.3 How Customer Journey Analytics Works
    4.4 Output from CJA Solutions
  5. Service Delivery Models for Customer Journey Analytics Solutions
    5.1 DMG Service Delivery Definitions
  6. Customer Journey Analytics Market Trends and Challenges
    6.1 Customer Journey Analytics Trends
    6.2 Customer Journey Analytics Challenges
  7. CJA Delivers the CRM Promise
    7.1 Vendor CJA Capabilities
  8. The Multi-Channel Customer Experience
  9. Analytics Applications that Facilitate CJA
  10. New Customer Metrics
  11. Agents Role in Customer Journey Analytics
  12. Enterprise Feedback Management as a Component of Customer Journey Analytics
  13. Customer Journey Analytics Market Activity
  14. Customer Journey Analytics Market Projections
  15. Customer Journey Analytics Competitive Landscape
  16. Vendors and Solutions
    16.1 Company Snapshot
    16.2 Vendor Strategy
    16.3 Vendor Product Analysis
  17. CJA Uses, Benefits and Return on Investment
    17.1 Uses
    17.2 Real-Time Capabilities
    17.3 Return on Investment Analysis
  18. Implementation Analysis
  19. Customer Journey Analytics Pricing
  20. Company Reports
    20.1 MaritzCX
    20.2 NICE Systems
    20.3 Salesforce
    20.4 Verint Systems

Appendix: Customer Journey Analytics Vendor Directory

Table of Figures

Figure 1: Enterprise View vs Customer View of Being a Customer
Figure 2: Vendor Definitions of Customer Journey Analytics
Figure 3: Customer Journey Analytics Solutions
Figure 4: CJA Output
Figure 5: Service Delivery Models, Advantages and Disadvantages
Figure 6: DMG’s Service Delivery Model Definitions
Figure 7: Vendor Service Delivery Options
Figure 8: 2015 Customer Journey Analytics Trends
Figure 9: 2015 Customer Journey Analytics Challenges
Figure 10: Customer Journey Analytics Obstacles and Challenges
Figure 11: Vendor CJA Capabilities
Figure 12: CJA and The Multi-Channel Customer Experience
Figure 13: Analytics Applications that Facilitate CJA
Figure 14: Vendor Analytics Applications for Supporting CJA
Figure 15: Outdated KPIs
Figure 16: Customer-Focused KPIs
Figure 17: CJA Customer Metrics
Figure 18: Impact of Agent Activities and Performance on the Customer Journey
Figure 19: CJA Market Projections, 2015 – 2019
Figure 20: CJA Competitive Landscape
Figure 21: Company Information
Figure 22: Vendor Strategy
Figure 23: CJA Product and Channel Analysis
Figure 24: 2015 Enterprise Servicing Initiatives, by Category
Figure 25: Using CJA to Address Top Enterprise Servicing Goals
Figure 26: CJA Uses
Figure 27: Real-Time CJA Output
Figure 28: CJA ROI
Figure 29: Implementation Analysis
Figure 30: CJA Costs

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

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