Summary
You can use customer journey management (CJM) platforms to create, analyze, and coordinate journeys at scale and build cross-functional alignment; drive continuous improvement across teams for a portfolio of journeys; and assess and optimize journey value for the customer and company to prove ROI. But to realize these benefits, you’ll first have to select from a diverse set of vendors that vary by size, type of offering, geography, and use case differentiation. CX professionals should use this report to understand the value they can expect from a CJM platform vendor, learn how vendors differ, and investigate options based on size and market focus.
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