Customer journey analytics (CJA) is the process of tracking and analyzing the way customers use a combination of available channels to interact with an organization across all possible channels from human interaction, full automation, limited two-way interactions or virtual agents etc.
Customer Journey Analytics applications deliver business-critical insights to organizations seeking to understand the customer journey and improve customer experiences and these solutions manage up to four distinct phases of journey analysis such as: Gathering, Connecting, Visualizing and then Acting
inQuba was recognised as a leader out of 23 international vendors in the Customer Journey Analytics space. inQuba is unique in that inQuba is the only pure-play Customer Experience (CX) vendor to be covered by Gartner in this report. From the outset inQuba recognized that the customer experience lives in the journey and not in disparate touchpoints.
Using its unique journey modeller, inQuba is able to model the customer journey through all of the key stages, providing a true picture of the journey customers follow to reach a specific goal. As a result, inQuba’s sophisticated software is able to pinpoint customer challenges wherever they may occur – and more importantly – use those to engage with and nudge the customer towards a goal-state using targeted engagements to ensure that they accomplish what they set out to do. Moreover inQuba allows the visualisation of real customer journeys mapped from real journeys traversed by customers providing analytics of successful and unsuccessful journey paths, insight into customer segment journey paths and the ability to identify journeys that result in customer acquisition and retention.
Customer journey management opens the door to the next generation of CX and inQuba continues to be at the forefront.
The report was published by Gartner on the 30th August 2017.
