Customer journey analytics software, also known as customer journey orchestration software, facilitates the management and automation of the customer experience across all possible channels. “Journey" is the operative word, as the software tracks, weaves together, and analyzes customer interactions across all channels so that businesses can react in real time and execute behavior-driven strategies.
With customer journey analytics software, companies can better understand their customers’ wants and needs to orchestrate and optimize customer interaction and engagement from start to finish. Customer journey analytics solutions fuse together customer behavioral data and multi- and omnichannel marketing strategies, to create a legitimate, actionable 360-degree view of customers. Customer journey analytics software equips businesses with the tools and strategy necessary to transform them from reactive, out-of-touch behemoths into focused, personalized, and efficient consumer-led organizations. Customer journey analytics software integrates with e-commerce, marketing, and sales solutions, to supplement and leverage the troves of customer data that businesses have amassed over time.
To qualify for inclusion in the Customer Journey Analytics category, a product must:
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Optimove, the Science-First Relationship Marketing Hub, is a truly actionable Customer Data Platform used by over 350 customer-centric businesses to drive measurable growth by scaling customer engagement. Optimove combines the art of marketing with the science of data to autonomously generate actionable insight, empowering marketers to deliver highly-effective personalized customer marketing campaigns across multiple channels. The company's unique technology suite helps marketers maximize customer spend, engagement, retention and lifetime value. Optimove is used by leading brands of all sizes, including Staples, Family Dollar, Deezer, Adore Me, Go Compare, and many others. With over 200 employees in New York, London and Tel Aviv, the company's revenue has grown by 60% during the past year.
CloudCherry is a Customer Experience Management (CEM) platform that is changing the way organizations around the globe listen and respond to customers. CloudCherry's innovative journey-based approach, integrations and predictive analytics allows business leaders to quickly understand customer needs to proactively tackle churn, increase recommendations and productivity. With its quick deployment architecture and Customer Experience framework CloudCherry enables industry-leading response rates, real-time actionable insights and business outcomes. CloudCherry's customer obsession means that support is bundled into the platform for the best CEM value on the market today. CloudCherry is based out of Salt Lake City UT, with offices in Singapore, India & Dubai.
Woopra is a Customer Journey Analytics solution that is redefining how companies understand, analyze, engage and retain their customers. The platform is designed to fuel optimization and growth throughout the entire customer lifecycle. Leveraging individual-level data to aggregate analytics reports for full lifecycle insights that bridge departmental gaps. Woopra’s proprietary tracking technology tracks usage across your website, product and mobile applications. In addition, the platform offers 51+ one-click integrations with partners such as Salesforce, Marketo, Intercom and Segment to seamlessly unify disparate data points across tools and teams. As data flows into Woopra, People Profiles reveal a full behavioral history for each user, from their first touch to conversion and beyond. Making every engagement an opportunity to create more personalized experiences and support. Advanced analytics features include non-linear Customer Journeys, Trends and Retention reports powered by consolidated data. Translating numbers into people and opening entirely new views of the who, the what and the how in your data. Finally, Woopra's Triggers empower teams to take real-time action on their data. Automatically personalize page content, trigger a chat message, enrolls segments drip campaigns, update a lead status or customize a promotion with zero latency. Combined with powerful behavioral and demographic data, companies are able to deliver personalized experiences through the right channel, at the right time. With more than 200,000 users and 1,000 innovative customers across the world, Woopra provides the first unified analytics solution that is used by SaaS, eCommerce and On-Demand services for understanding, engaging and connecting with customers through data.
Auryc is a client-side journey intelligence platform that surfaces real-time insights with powerful visual context across all of your digital ecommerce journeys. We are helping enterprises find and resolve the customer journey issues that directly impact conversions and customer satisfaction. Auryc’s like having an expert CX analyst in-house who witnesses and delivers deep ROI insights about what your customers are experiencing and why they are buying- or why not.
Indicative is a behavioral analytics platform designed to help Marketing and Product teams optimize user engagement, conversion, and retention. It's easy to setup and easy to use—no SQL or coding knowledge required—and offers analysts a single view of customer behavior across all digital touchpoints, including web, app, marketing automation, support systems, databases and data warehouses.
Impact is a marketing technology company helping brands grow by optimizing their paid marketing and media spend. The Impact platform was designed to respond to marketers’ demands for simplicity, transparency, performance, and confidence to drive growth through marketing. The platform is the first native integration of leading solutions to stop ad fraud, enable more confident decisions through media measurement, attribution, and mix optimization, and create new performance partnerships, including with influencers and strategic partners. Founded in Santa Barbara, CA in 2008, Impact has seven offices across the United States, Europe, and Asia. ** Formerly Impact Radius
Cooladata is a complete, end-to-end solution, designed from the ground up to provide a full picture of your customers' behavior and their entire journey. Only Cooladata collects and shows your users' paths across multiple assets, such as Facebook, mobile applications, and websites. Cooladata helps companies monetize their users, reduce churn, improve retention, optimize their content, and answer questions about their customers' behavior. Cooladata makes it easy to import events from multiple sources (web, mobile, social) which helps marketers visualize the customer journey, product managers understand churn and data scientists get their data in a single data warehouse.
B2B CMOs, demand gen leaders, and marketing ops warriors rely on Hive9’s cloud-based solution to get one view of all plans and budgets, actively engage their prospects and customers, and measure what matters to get real-time visibility into performance and revenue impact. Unlike static spreadsheets and disparate, out-of-sync tools, Hive9’s cloud-based solution provides always-on marketing performance intelligence by connecting to leading CRM, marketing automation, finance, and project management systems. Hive9 customers include Zebra Technologies, TD Ameritrade, and Sage Software, and the company is based in Austin, Texas.
Acquia Journey is a customer journey orchestration solution that helps brands shape and deliver contextual customer experiences -- the best content or offer, at the right time -- across multiple touchpoints. Acquia Journey allows brands to create customer journey maps. And it enables brands to orchestrate intelligent, data-driven customer journeys by unifying decision logic across systems, touchpoints and channels, and centralizing customer data so brands have a 360-degree view of every individual in their database.
Campaign Manager is a customer experience orchestration platform that enables Adaptive Marketers™ to automate a consistently relevant Adaptive Customer Experience™ by simultaneously utilizing the latest state of each customer relationship across multiple campaigns and channels. As part of the Chameleon™ platform, Campaign Manager orchestrates a fully contextual experience through Omnichannel marketing automation delivering response driven personalization. This is underpinned by unprecedented access to the data and ‘Insights’ capability, enabling the marketer to access the full extent of each customer relationship in a matter of seconds with real-time campaign and customer analytics.
FirstHive is a cross-channel marketing platform that empowers global marketers with deep customer insights. Create, trigger and track Email marketing, bulk SMS marketing, and social media marketing from one single dashboard. Use integrated customer data from across channels to create personalized campaigns.
As a Forrester leading SaaS Platform for Customer Journey Orchestration, Kitewheel delivers AI driven, omni-channel customer experiences in real time. Orchestrating across marketing automation, CRM, content management, analytics and programmatic ad tools, Kitewheel flexes the tools you have to help manage and deliver seamless interactions across systems. In the Analytics space, Kitewheel's award winning capabilities allow users to track and manage journey data wherever it's stored, viewing journeys as they happen live within the application.
Pega is the only industry-leading platform that allows you to build scalable, enterprise-grade CRM, Digital Process Automation, BPM, Case Management, and AI apps, all on one unified platform. Anyone can catapult enterprise digital transformation and innovation with Pega by designing, building, and collaborating – on any application, without any roadblocks. The Pega Platform transforms business stakeholders into citizen developers with a no code, visual app development experience, while empowering professional developers to architect applications with a model-driven approach in a low cow code environment. Pega maximizes productivity, re-use, and scale for the enterprise while delivering meaningful apps 6.4x faster, reducing development costs by 75% and driving ROI by 321%.”
Survaider is an online SaaS customer experience management platform which lets businesses understand the voice of customers and hence act on it. Understanding customer feedback from all online and offline channels and acting on it in real time is hard. Survaider applies machine learning and NLP techniques to unlock huge stores of unstructured customer data that are trapped in different mediums like social conversations, review websites, and feedback forms. Businesses are using Survaider to: - Identify key parameters that are important for quantifying customer satisfaction. Rank and benchmark all your business outlets on these parameters. - Get notified in real time about any unfavourable response that a customer shares anywhere, resolve from within the app. Send generated tickets to your customer support or helpdesk softwares. - Experiment in the real world. Implement any temporary changes in just one of your outlets and measure customer satisfaction reacting to that change in real time. Survaider differentiates itself by combining solicited feedback with unsolicited feedback to give an aggregate view of customer opinion across departments. Survaider's propriety AI algorithm allows the businesses to customize aspects that they want to measure and optimize it accordingly. For example, what’s important for a guest at a hotel near an airport could be very different from a beachside resort.
Location-aware customer insights and marketing tools for brick & mortar retailers. We use big data and artificial intelligence to help brick and mortar companies regain the edge lost to online competitors. We do this by deploying Wi-Fi and other sensors to collect otherwise inaccessible customer information such as traffic volume, dwell time, return rate and visit frequency, and then turning that into valuable business intelligence and key performance indicators such as a location's churn rate, predicted traffic, customer lifetime, and customer lifetime value.
CAKE provides proprietary cloud-based solutions to collect, attribute and optimize the performance of digital marketing return on investment, in real-time. Bringing clarity to cross-channel marketing campaigns, we empower advertisers, agencies, publishers and networks from more than 50 countries worldwide with the insight to make intelligent marketing decisions. CAKE is headquartered in Newport Beach, Calif. with operations in London and New Delhi. For more information, visit www.getCAKE.com.
Datatrics provides machine learning capabilities that will help users' platforms become even smarter the longer they work with Datatrics. Each interaction with touchpoints and every journey that is traveled is analyzed and processed real time and is used to train the Datatrics algorithm.
Analyzing results of facial emotion recognition, verbal expressions, the content of the conversation with the employee and other parameters, Heedbook offers a complete range of services to measure overall customer satisfaction with the quality of service. Information is provided in the context of customers, employees and offices of the company.
Incentiwised is a technology-based Brand loyalty solution catering to varying businesses across multiple industries such as Retail, Hospitality, Automotive, and Healthcare. A comprehensive cloud-based suite that pins gaps across Customer acquisition,Retention, CLV ,and Brand Loyalty that will stretch customer retention levels to a new high.