Market Overview

Quadient Listed as a Top Customer Journey Mapping Vendor in Ovum Report

Quadient, the award-winning leader in Customer Communications Management
(CCM), announced that it is listed as a top vendor of customer journey
mapping solutions in the Ovum
Market Radar: Customer Journey Mapping and Analytics
report. The
third-party industry report provided an overview of customer journey
mapping (CJM) and customer journey analytics (CJA) trends and
applications. CJM and CJA are terms that are used to describe the
practices and technologies utilized to evaluate a customer's path to
purchase—the totality of a customer's interactions with an organization.

The report recommends that Quadient®
Customer Journey Mapping
tools should be on a company's radar
because they are quick to learn, quick to employ and journeys built with
them are quick to deploy. Work done on the journey map is communicated
immediately to stakeholders and is seen in action as if it were in
customers' hands.

Ovum cites these key points in the report:

  • Speed to deployment is considered in every aspect of Quadient's
  • Everything organizations need to create, connect and implement a
    journey can be done on a single page.
  • Quadient provides clear visualization through an intuitive interface.
  • A methodology-neutral tool needs technology-agnostic service providers.

Customer Journey Mapping
is the only cloud-based journey mapping
tool that incorporates digital and physical customer touchpoints,
allowing journeys to span multiple channels and formats while remaining
cohesive. Quadient's offering includes a CJM API to connect existing
journeys and third-party data to dashboards, as well as design,
implementation and communications tools. Quadient's CJM tool enables
customer experience teams to share customer feedback directly through
the tool and to make improvements to the customer journey in real time.

"Ovum's report explains why customer journey mapping is a way for
organizations to understand and improve customer interactions with the
goal of building repeatable positive experiences," said Tamir Sigal,
CMO, Quadient. "At Quadient, we strongly believe that solutions should
be living tools and a normal part of business operations, not just be
employed when problems arise. The value in our customer journey mapping
solution is that it's actionable—connecting customer communications with
valuable information for all of an organization's stakeholders as they
are occurring."

About Quadient, formerly GMC Software

Quadient helps companies deliver meaningful interactions with current
and future customers. A Neopost Digital Company, the Quadient portfolio
of technology enables organizations to create better experiences for
their customers through timely, optimized, contextual, highly
individualized, and accurate communications for all channels. Our
solutions bring together and activate the entire organization in the
name of customer experience, through better collaboration and visibility
into the customer journey. Quadient supports thousands of clients and
partners worldwide in the financial services, insurance and service
provider industries in their quest to achieve customer experience
excellence via mobile, digital, social media and print technologies.

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