Gartner® research report

Market Guide for Customer Journey Analytics & Orchestration

Align stakeholders, identify capabilities and ensure vendors align with your CX and operational goals

According to Gartner, “CJA/O solutions track and analyze how customers and prospects interact with an organization across multiple channels over time. Most CJA/O solutions subsequently enable organizations to prioritize 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 organization 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:

  • Mapping and connecting siloed data across the customer journey
  • List of Representative Vendors including Genesys
  • Understanding the market direction and key advancements



Gartner, Market Guide for Customer Journey Analytics & Orchestration, Christopher Sladdin, Daniel O’Sullivan, 27 February 2024

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