Best Customer Journey Analytics Software

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:

  • Monitor, track, and analyze lead and/or customer behavior across a multitude of channels
  • Create visualizations or maps of past, current, or future customer journeys based on behavioral data
  • Automate the testing and optimization of customer-facing messaging and campaigns
  • Facilitate the prediction or forecasting of customer behavior
  • Easily and/or seamlessly integrate with marketing, sales, or e-commerce solutions

Customer Journey Analytics Software Grid® Overview

The best Customer Journey Analytics Software products are determined by customer satisfaction (based on user reviews) and market presence (based on products’ scale, focus, and influence) and placed into four categories on the Grid®:
  • Products in the Leader quadrant are rated highly by G2 Crowd users and have substantial Market Presence scores. Leaders include: Adobe Campaign
  • High Performers are highly rated by their users, but have not yet achieved the Market Presence of the Leaders High Performers include: Salesforce Journey Builder
  • Contenders have significant Market Presence and resources, but have received below average user Satisfaction ratings or have not yet received a sufficient number of reviews to validate the solution.
  • Niche solutions do not have the Market Presence of the Leaders. They may have been rated positively on customer Satisfaction, but have not yet received enough reviews to validate them. Niche products include: Verint (Formerly Vovici)
G2 Crowd Grid® for Customer Journey Analytics
Leaders
High Performers
Contenders
Niche
Market Presence
Satisfaction
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    Customer Journey Analytics reviews by real, verified users. Find unbiased ratings on user satisfaction, features, and price based on the most reviews available anywhere.

    Adobe Campaign is a set of solutions that help you personalize and deliver campaigns across all your online and offline channels.


    Salesforce Journey Builder delivers cross-channel personalized experiences at every step of the customer lifecycle with B2C journey management.


    Verint solutions capture, distill, and analyze complex and underused information sources (such as voice, video, and unstructured text) to help organizations make timely and effective decisions.


    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.


    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.


    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


    UXPressia is an online service for creating professional, editable Customer Journey Maps and Personas. UXPressia is everything you need to design perfect user experience.


    When customers get what they want, you get what you need. Show them the way.


    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.


    Apsis offers services and easy to use technology within Email Marketing, Marketing Automation & Lead Management.


    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.


    ObservePoint DataAssurance technology not only validates your digital data, but looks for data collection gaps that exist across your entire website.


    [24]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.


    Rich multi-touch engagement. Your customers can engage across all devices and channels, mobile and web, giving them what they need, when they need it, how they need it, simply, seamlessly, and in context.


    ClickFox offers a one of a kind big data platform and a suite of solutions that enable enterprises to get the most value out of each customer interaction across all channels.


    The brands that stir passion deliver flawless, digital interactions with almost no friction between their customers and the services that they crave.


    Customer Interaction Manager supports an integrated, enterprise approach to planning, developing, and managing your customer communications across multiple channels, product lines, and business locations.


    Data acquisition, calculation, analyses, data mining, recommendation, personalization


    ENGAGEcx delivers brands a connection to cross-customers - who spend 3x more on average.


    The Hive Marketing Cloud is an automated Customer Journey marketing platform for marketers who need to grow customer lifetime value. It builds and maintains a Customer Data Platform from your existing systems.


    INTOUCH is the first completely new CCM solution in years and is 100% cloud (SaaS) software, no desktop applications required. It has a modern, microservices-based architecture and uses only the latest technologies.


    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.


    Get a robust all-in-one platform that features CRM, e-commerce,and billing capabilities. Develop, engage, and manage paid reader content across multiple print and digital products with a variety of business models for subscribers and non-subscribers.


    mintea.io is a cloud-based platform for the exchange and collaboration of data from different systems. Mintea provides the data in your preferred system so that it can be further processed at will.


    NGDATA helps brands in data-driven industries, such as financial services, telecom, utilities and hospitality, to drive connected experiences.


    NICE Customer Journey Solutions enable you to understand how to drive value from your customer data.


    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.


    Piwik PRO is a marketing suite crafted to the needs of enterprise clients. It consists of an analytics, tag management, content personalization and data activation tools designed with great commitment to data privacy. Its main products can be deployed both on-premises and in the cloud. Piwik PRO is fully compliant with strict EU, US, Chinese, and Russian data protection laws, including the General Data Protection Regulation (GDPR) and the Health Insurance Portability and Accountability Act (HIPAA). The product allows you to not only collect, analyze, and activate your data, but also manage and control your digital marketing efforts from one, centralized platform. These features are especially useful for big data and multi-channel analytics. Piwik PRO Marketing Suite Highlights WEB ANALYTICS Hosted in the cloud or on your infrastructure, Piwik PRO Web Analytics gives full control of your data, no matter where it is hosted. You’ll also have access to a full suite of advanced features like: advanced audience segmentation, content, campaign, and event tracking, Adwords integration, and more. Your data will be unsampled and available real-time so you can make quick, accurate decisions. Seamless integration across the Piwik PRO Marketing Suite (PPMS) means that Analytics will play nicely with all other features. TAG MANAGER You can manage all your tracking pixels and tags across hundreds on websites without constantly editing code, and without extensive technical knowledge. Increase the agility of your marketing efforts with Tag Manager’s simple UI and large library of templates. You can also easily manage your tags in a team environment by using the built-in permissions management system. CONTENT PERSONALIZATION Create a better experience for your visitors by displaying dynamic content based on their behavior. All the data you have collected and used to segment your audience can also help create a tailor-made experience for your users. With Content Personalization you can deliver hand-picked offers for selected segments and groups of customers. Design each campaign with our ready-to-go messages and pop-ups. Easily implement, change, and test banners, pop-ups and other on-site promotions. DATA ACTIVATION Add value to your segmented audience data by running retargeting campaigns with Piwik PRO Data Activation. Export audience segments to Facebook Ads, Google AdWords, DSPs (such as AppNexus, The Trade Desk, and Adform) or to email marketing and automation platforms. Create single customer views to get even deeper insights into customer behavior. No matter what Data Activation features you use, you'll retain full ownership and any sensitive data will be protected. To learn more about our products, visit piwik.pro.


    Pointillist is a customer journey analytics platform that makes it easy for marketers and CX professionals to discover and optimize the journeys that matter to your customers, so you can dramatically improve customer experience and drive results.


    PureCloud is a revolutionary cloud based platform that can be deployed in hours, instead of weeks and months. PureCloud delivers immediate, continual delivery of new features, unwavering reliability, unbeatable scalability across channels and agents, and incredible simplicity.


    Selma brings you the benefit of Artificial Intelligence, delivering greater results from the same resources. It sits as a layer on top of your digital platforms to take your customer engagement to new heights.


    SmartVideo Marketing Cloud is a platform combines the power of personalization with the emotion of video to transform customer relationships.


    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.


    The Platform for Designing Experiences. Design, collaborate, and share your experiences with the world.


    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.


    Kate from G2 Crowd

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