Search Results

• Report The Forrester Wave™: Journey Orchestration Platforms, Q2 2020

  The 11 Providers That Matter Most And How They Stack Up

  June 15, 2020 | Joana de Quintanilha

  In our 28-criterion evaluation of journey orchestration providers, we identified the 11 most significant ones — Alterian, BryterCX, Coveo, Engage Hub, inQuba, Kitewheel, NICE, Pointillist, Roojoom,...

• Report The Forrester Wave™: Journey Mapping Platforms, Q2 2020

  The Eight Providers That Matter Most And How They Stack Up

  June 15, 2020 | Joana de Quintanilha

  In our 26-criterion evaluation of journey mapping providers, we identified the eight most significant ones — CustomersFirst Now, cx/omni, Decooda International, More than Metrics, MURAL, Strativity...

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  Webinar Measure And Predict Journey Performance The New And Right Way

  April 7, 2020 | Joana de Quintanilha, Maxie Schmidt-Subramanian

  You know customer journeys matter. But unless your company is the exception, you probably don’t know how well each journey performs. Does it deliver value to customers? Meet short-term and...

• Report The Journey Measurement Framework Applied In B2C And B2B

  A Journey Measurement Series Report

  November 18, 2019 | Joana de Quintanilha, Maxie Schmidt-Subramanian

  To build a journey measurement framework, customer experience (CX) pros must define in-journey signals and end-of-journey success metrics. This report provides two illustrations of these — for a...

• Report The Journey Measurement Framework: Assess And Predict Journey Performance

  A Journey Measurement Series Report

  August 22, 2019 | Maxie Schmidt-Subramanian, Joana de Quintanilha

  Most customer experience (CX) pros struggle to assess whether journeys are successful for the customer and the company. The solution: Evolve from traditional measurement to journey measurement....

• Report The Definitive Guide To Forrester's Journey Mapping Research

  A Guide To Our 25 Leading Journey Mapping Reports

  August 2, 2019 | Angelina Gennis, Joana de Quintanilha, TJ Keitt

  Forrester has written more than 50 reports for customer experience (CX) pros on customer journey maps, which are fundamental tools for understanding and improving CX. Whether you are familiarizing...