Quadient Recognized as One of 13 Notable Customer Journey Mapping Platform Vendors

The Bedrock of Customer Experience Management

Customer Experience Management (CXM) is the phrase du jour. For good reason.

As technologies advance, so do customer expectations of their experience. They were introduced to the seamless, on-demand, quickly gratifying experiences offered by the likes of Amazon and Disney – and the standards were raised. Regardless of your industry, you’re now expected to deliver the same experience that consumers enjoy with customer-obsessed companies like Fidelity, Mastercard, Tesla, and Apple.  

Therefore, it is critical to truly understand where you are meeting, exceeding, or failing your customers’ expectations across the complete pre- to post-purchase journey lifecycle with your business. Enter the power of customer journey mapping. Customer journey mapping is the bedrock of customer experience management (CXM) – it is where it all starts. 

The Customer Journey Mapping Platforms Landscape, Q1 2024

In Forrester's recent report, The Customer Journey Mapping Platforms Landscape, Q1 2024, customer journey mapping solutions are defined as: 

"Solutions that enable organizations to collaboratively create, visualize, organize, and share customer personas and customer journey maps. These platforms help to evaluate journey performance and improve CX quality by identifying, prioritizing, and monitoring a program of journey improvements."

The report offers insight into the value that can be derived from a customer journey mapping platform and explores how different vendors meet core and extended use cases for journey mapping. Quadient, a pioneer in the customer journey mapping space with our Inspire Journey solution, is proud to have been included as one of the 13 notable customer journey mapping platform vendors. 

Let’s explore what customer journey mapping can do for your business and why Quadient was featured in this critical overview of the market's prominent CJM solutions.

Jumpstart Customer Experience (CX) Transformation  

To design and deliver the experience that your customers expect, you need a real understanding of their journey. CX leaders can use journey mapping solutions to easily create, view, and collaborate on the entire customer journey across every department. Journey mapping solutions help you:   

• Understand how customers are interacting with your business  
• Identify how customers want to interact with you  
• Prioritize and implement CX initiatives that address gaps in the current and future state 
• Drive cross-departmental collaboration and alignment  
• Improve the end-to-end customer experience
• Drive customer loyalty

Inspire Journey’s intuitive platform lets CX leaders create maps that offer remote collaboration and sharing across the organization so that every user can visualize the paths that customer personas take across channels. Robust data integration capabilities let you infuse maps with business-wide data that unlock valuable insights that are accurate and real-time to give you a 360-degree view of the customer experience. This information helps to prioritize what transformation projects can most impact experience and supercharge CX transformation. See how Hilti mapped 100+ journeys.

Drive Business Value and Operational Efficiency  

Many organizations still contend with a hodge-podge stack of legacy and modern business systems. The inefficiencies of this often end up costing businesses more to do less and create frustrations for employees and customers alike. Advanced journey mapping solutions can help you identify key pain points, from either an operational or a customer experience perspective, and implement solutions that reduce friction. Improving one improves the other. Customer journey mapping not only elevates the customer experience, but helps you: 

• Reduce contact center volume 
• Rapidly resolve problems across digital and physical touchpoints
• Lessen the amount of time spent on redundant tasks and processes
• Drive better engagement across KPIs
• Improve employee experience and productivity  
• Increase operational efficiency
• Better track KPIs and prove ROI

Inspire Journey’s data integration lets you show the CX KPIs and prove the business impact and ROI of CX projects. See how British Gas transformed its operational model to become customer-obsessed.  

Extend the Power into Customer Communications Management  

Quadient was one of the first vendors to recognize the power of customer journey mapping in transforming customer communications. With the release of Inspire Journey, we became the first CCM vendor to offer customer journey mapping integration out of the box. Today, we remain the only vendor with native CJM integration into omnichannel communications management systems. 

By linking communications directly to the customer journey, CX and CCM teams are empowered to quickly improve the communications process and offer customers more value. This transforms customer journey maps from static artifacts to real-time enablers of CX insight and enhancement. By connecting communications templates to every journey touchpoint, you can optimize the design and delivery of omnichannel communications for a winning CX. CX-driven customer communications management helps you:

• Create efficient workflows and remove unnecessary touchpoints 
• Identify the right channel to connect with the customer  
• Get the right information to the customer when they need it  
• Increase the content value and relevancy of communications
• Empower cross-functional teams to support CX optimization

Realize the Positive Outcomes and ROI of Journey Mapping

Customer journey mapping continues to prove its ability to drive positive customer experience outcomes and is being adopted quickly – with the market reporting double-digit growth. Forrester’s State Of CX Teams Survey, 2023, reports that 84% of CX decision-makers say that their CX program plans to maintain or increase its investment in journey mapping tools. 

With relatively low upfront investment, a robust CJM solution can deliver ample ROI by:  

• creating new efficiencies and reducing costs 
• increasing customer lifetime value and cross-sell/up-sell potential
• creating an experience that your customers are happy to recommend

Contact the Quadient team to learn more about how Inspire Journey supports the foundation of a winning CXM strategy.