“Until recently, capturing the voice of the customer has been either relegated to face-to-face customer focus groups or point in time surveys - or in the worst-case scenario - walking away to a competitor. Now, with the ability to map the customer journey and capture the customer’s rational inputs, sentiments, real emotions, and responses, organizations are better equipped to successfully and proactively retain their current client base and target “best customers” to win new,” noted the report.
Aragon evaluated 15 companies that provide customer journey mapping software. The assessment was based on performance in selling and supporting their products/services and on their strategy, or how well the vendor can meet current market needs and identify future market direction.
The research firm predicts that the market for customer journey mapping software will reach $5 billion by 2022. The report cited several key capabilities in effective customer journey mapping software:
MEGA’s HOPEX Business Process Analysis solution helps companies map and personalize the customer journey, rate customer experiences at each touchpoint, and design processes that can improve the customer experience.
“In mid-2016, MEGA delivered the ability to create customer journey maps with the ability to identify and measure customer touchpoints, as well as categorize and analyze personas while linking these touchpoints and personas to processes, applications, and resources. Because of the integration to new and existing architectures, efforts, and programs, MEGA is unique in helping identify and manage transformation efforts in a holistic fashion,” the report said.
“Corporate leaders are focusing on perfecting the customer experience,” explained Lucio de Risi, CEO, MEGA. “They are turning to proven software solutions to help them manage the end-to-end user experience and map the customer journey in order to determine where to focus resources that can improve brand loyalty and increase sales.”
In addition to HOPEX Business Process Analysis, MEGA offers a wide range of HOPEX business transformation solutions that help Fortune 1000 companies:
MEGA International is a global software firm helping companies manage enterprise complexity by giving them an interactive view of their operations. Executives gain the visibility and information they need to make the right choices for effective governance and to strike the right balance between capacity for innovation, cost optimization and risk management. Backed by HOPEX software and MEGA consulting services, companies can boost business and IT agility in today’s disruptive business environment.
Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them "AS IS," without warranty of any kind.