GMC Software, a leader in customer communications management, announced today that it is listed as a representative vendor in Gartner’s June 2016 Market Guide for Customer Journey Analytics.  The Gartner Market Guide lists 21 representative vendors offering solutions in this market. 

Gartner describes customer journey analytics (CJA) as the “process of tracking and analyzing the way customers use a combination of available channels to interact with an organization.” Each channel and device provides its own set of diverse scenarios for linking to other channels and devices. According to Gartner, “Understanding the customer journey is critical to enhancing customer experiences and operational efficiency. IT application leaders must understand the related analytics technology offerings to select the best solutions for the many stakeholders in the organization.”

GMC Inspire’s Customer Journey Mapping solution was recently launched as part of a broader platform offering an open architecture that makes it easy to connect to any third-party tools and data sources. GMC Inspire Customer Journey Mapping breaks down the silos between communication projects managed by different teams, enabling easy coordination of projects by document professionals who were previously unaware of the existence of other projects that have the potential to affect the overall customer experience.

Strategic planning assumptions included in the Gartner 2016 Market Guide predict that “by 2018, 60% of large organizations will develop in-house customer journey mapping capabilities and by 2017, due to internet-enabled price visibility, the digital customer experience will be the key differentiator of an organization.”

“We are pleased to be recognized as a representative vendor in this important market space,” said Tamir Sigal, CMO, GMC Software. “GMC Inspire’s Customer Journey Mapping solution is designed to elevate the customer experience by reducing the friction between operations and experience professionals, allowing each group to use tools that help them do their jobs more effectively.”

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