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Complimentary Gartner Report: Market Guide for Customer Journey Analytics, 2019

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Gartner Market Guide Customer Journey Analytics

According to Gartner, “Customer journey analytics solutions continue to garner significant interest from organizations seeking to improve customer experience.

  • A 2018 Gartner survey found that nearly half of IT and business leaders who invest in customer analytics see customer journey analytics as their top priority.
  • Determining which internal department will initially invest in and manage a CJA solution can be difficult, and alignment among disparate units is critical for a successful implementation.

Application leaders must develop an understanding of the desired outcomes and affected KPIs based on customer journey analysis before engaging prospective vendors.”

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Gartner, Market Guide for Customer Journey Analytics, Jason Daigler, Jim Davies, Brian Manusama, Guneet Bharaj, 6 February 2019
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.


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