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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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.
7 Customer Journey Analytics is an easy to use SaaS solution that tracks and analyzes the way customers interact with companies making it easier for enterprises to identify and act on complex customer experience issues across the customer journey.
Understanding Voice Of Customer has never been easier or faster, thanks to CloudCherry’s Customer Experience Management platform. Used by leading global enterprises today to delight their customers, the platform helps leaders map and capture omni-channel feedback across the customer’s journey (that’s 17 channels as of today), empowers every single person within the organization with data-driven insights and real-time actionability, and integrates with leading Systems of Records to make CX a key driver of growth and profitability. CloudCherry is based out of Salt Lake City, with offices in Singapore, India & Dubai. The company is backed by Vertex Ventures, CISCO Investments, IDG Ventures India, The Chennai Angels and Capillary Technologies. To know more about how your organization can drive Customer Delight, visit www.getcloudcherry.com
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.
Olono is Sales Activity Automation for B2B Sales B2B reps and first line managers use Olono to address sales issues including pipeline visibility, sales process adoption and rep ramp time. Olono provides prescriptive next steps based on your buyer’s journey to improve close rates. With Olono organizations: - Understand and leverage ALL sales activity, from ANY and ALL sales and marketing applications. - Know how each activity, and the combination of multiple activities, impact pipeline movement and stage conversion. - Generate suggested next actions, customized by role, defined by best practices, custom processes and machine learning. - Automate signal and data capture, getting your reps out of the data clerk business and giving you more complete and accurate customer information than ever before. - Easily identify opportunities at risk, or progressing well. Know exactly where to focus your time for the most impact to your quota and forecast.
Thunderhead is leading the movement to transform customer engagement, enabling brands for the first time to understand each customers INTENT and orchestrate personalized journeys for millions of customers across billions of touchpoints, seamlessly and in real-time. With Thunderhead’s ONE Engagement Hub it’s now possible for brands to deliver exceptional engagement for every customer across every journey. Across a wide range of industries ONE helps to drive topline growth, reduce cost to serve, increase customer happiness and build customer lifetime value. A recognised global leader in the customer engagement market, Thunderhead is headquartered in London and has it’s development HQ in Boston. Thunderhead. Customer Engagement just got personal.
Pulse gives your web data real business context. Now you can visualize the full path, from first touch to deal close and everything in between. Know who engaged with your content, how they engaged with it, and what impact it had on the business – from every angle.
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.
Usermind provides the first unified platform for orchestrating the customer journey. With Usermind, companies can define and automate customer interactions to improve revenue, retention, and profitability. Built for non-developers, Usermind makes it simple to integrate enterprise applications, map data between them, automate end-to-end processes, measure their impact, and take instant action to improve business outcomes. With this infrastructure in place, enterprises can experiment and execute on customer experience with the agility of a startup.