As a Customer Experience focused company with rapidly expanding software businesses, the Quadient team spends a lot of time analysing our clients' journeys with our products and services, as well as the journeys of their customers that our software supports. We even have the old blog posts to prove it! This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. While the core concepts of collaboration, customer empathy, and measurement haven’t changed, the most recent version of our Quadient Customer Journey Mapping Platform has come a long way from that first release.
How far has it come?
Well, according to the recent Forrester Wave™ on Journey Mapping Platforms by Forrester’s Joanna de Quintanilha, Michelle Beeson, and Paul McKay, Quadient's Inspire Journey solution is a Leader in the Journey Mapping Platform market. Out of the 12 journey mapping platform providers that they deemed "most significant," Quadient is one of only three vendors to make it into the coveted Leaders category. We also received a five out of five score for "planned enhancements" – the only vendor to receive a perfect '5' score, demonstrating the strength of our product roadmap.
Quadient is excited about our leadership status, so we made the full report available to you free of charge. To access, simply visit check this link: The Forrester Wave™: Journey Mapping Platforms, Q2 2022. This Wave™ report on the Journey Mapping Platform market describes the new capabilities, key market changes, and vendors that are bringing this market into the future.
The market description explains, “Journey mapping tools help CX pros create dynamic, flexible journey maps — not just static artifacts — and drive cross-functional alignment across a portfolio of journey-based improvements through storytelling and with journey dashboards.“ This is similar to the “living journey maps” concept that was present in our initial release. The description highlights the collaborative nature of customer journey mapping, as it brings together a variety of stakeholders from product, IT, R&D, marketing, legal, sales, and other functions, who together, ensure that the journey inside the business supports the customer’s needs.
To qualify for consideration in this Wave™ report, the journey mapping platform had to satisfy three key criteria:
- “Visualise the journey narrative to drive co-creation and ideation.“
- “Validate, test, and drive action on journey insights.”
- “Measure business impact.”
The Forrester analysts zeroed in on Quadient’s unique ability to connect customer communications to the journeys that they support with the statement, “Quadient blends journey mapping and analytics to improve CX and communications.”
As you consider your options for SaaS Journey Mapping Platforms, consider Forrester’s opinion, “Quadient is a good fit for companies that want to visualise customer, business, and operational data in real-time, in the context of the journey, to optimise customer communications and CX across journeys.”