www.quadient.com: Quadient, the award-winning leader in Customer Communications Management (CCM), announced that it is listed as a top vendor of customer journey mapping solutions in the Ovum Market Radar: Customer Journey Mapping and Analytics report. The third-party industry report provided an overview of customer journey mapping (CJM) and customer journey analytics (CJA) trends and applications. CJM and CJA are terms that are used to describe the practices and technologies utilized to evaluate a customer’s path to purchase—the totality of a customer’s interactions with an organization.
The report recommends that Quadient® Customer Journey Mapping tools should be on a company’s radar because they are quick to learn, quick to employ and journeys built with them are quick to deploy. Work done on the journey map is communicated immediately to stakeholders and is seen in action as if it were in customers' hands.
Ovum cites these key points in the report:
- Speed to deployment is considered in every aspect of Quadient’s offering.
- Everything organizations need to create, connect and implement a journey can be done on a single page.
- Quadient provides clear visualization through an intuitive interface.
- A methodology-neutral tool needs technology-agnostic service providers.
Quadient® Customer Journey Mapping is the only cloud-based journey mapping tool that incorporates digital and physical customer touchpoints, allowing journeys to span multiple channels and formats while remaining cohesive. Quadient’s offering includes a CJM API to connect existing journeys and third-party data to dashboards, as well as design, implementation and communications tools. Quadient’s CJM tool enables customer experience teams to share customer feedback directly through the tool and to make improvements to the customer journey in real time.
“Ovum’s report explains why customer journey mapping is a way for organizations to understand and improve customer interactions with the goal of building repeatable positive experiences,” said Tamir Sigal, CMO, Quadient. “At Quadient, we strongly believe that solutions should be living tools and a normal part of business operations, not just be employed when problems arise. The value in our customer journey mapping solution is that it’s actionable—connecting customer communications with valuable information for all of an organization’s stakeholders as they are occurring.”