Summary
Customer experience (CX) and customer insights (CI) professionals use journey analytics to help them identify what customers are doing, thinking, and feeling; the touchpoints that they use; and the people whom they interact with along the way. However, CX and CI pros need the right tools and technologies to help drive deep touchpoint analysis and activate insights. This report reviews the rapidly evolving journey analytics landscape and provides a decision framework that will help CX and CI pros find the right vendors for their customer journey analytics objectives.
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