Gartner® research report
Align stakeholders, identify capabilities and ensure vendors align with your CX and operational goals
According to Gartner, “CJA/O solutions track and analyse how customers and prospects interact with an organisation across multiple channels over time. Most CJA/O solutions subsequently enable organisations to prioritise and orchestrate real-time improvements to the customer experience in multichannel journeys across the end-to-end customer life cycle.”
Contact center leaders responsible for customer journey analytics and orchestration technology should work with stakeholders across the organisation to ensure the solution they choose meets business needs now — and can scale for the future.
Read the latest Gartner report to discover how to work with cross-functional stakeholders to define technical requirements, validate a proof of concept and thoroughly investigate solution capabilities.
You’ll also get insights on:
Gartner, Market Guide for Customer Journey Analytics & Orchestration, Christopher Sladdin, Daniel O’Sullivan, 27 February 2024
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
