Qualtrics named a Leader in Forrester Customer Journey Orchestration Platforms Wave

The Forrester Wave^TM: Customer Journey Orchestration Platforms, Q2 2024 has been published, and we’re proud to reveal that Qualtrics has been named a Leader among top vendors in the CJO market!

In the report, Forrester assesses and evaluates CJO vendors and places them in one of four designations: Challengers, Contenders, Strong Performers, and Leaders.

Customer Journey Optimization has never been more top of mind for CX leaders

In today's hyper-competitive market, customer journey optimization has become indispensable for CX leaders striving to deliver exceptional customer experiences.

The increased accessibility of AI and machine learning has revolutionized the way organizations can analyze and predict customer behaviors, allowing for more accurate and dynamic personalization.

Customers now expect seamless, multi-channel journeys that cater specifically to their unique preferences, whether they are engaging through mobile apps, social media, or in-store interactions. This level of personalization is no longer a luxury; it’s a necessity.

However, orchestrating these personalized experiences becomes increasingly complex as the volume and variety of data sources expand. Effective customer journey optimization enables CX leaders to convert this data complexity into actionable insights, facilitating real-time adjustments to customer interactions across all touchpoints.

By leveraging AI to break down data silos and craft finely-tuned, multi-channel experiences, businesses can not only meet but exceed customer expectations, thereby driving loyalty and revenue growth.

In this landscape, companies who harness the power of customer journey optimization are poised to lead, as they empower their teams to navigate and thrive amidst these complexities.

What made Qualtrics a Leader in the Forrester Wave for CJO Platforms?

The Forrester report notes the following about where Qualtrics falls in the CJO space.

• “Qualtrics combines behavioral data with sentiment and emotion analysis (from unstructured text) to enable emotion-driven insights that provide rich customer journey context.”
• “Its gen-AI powered journey atlas provides guidance on taxonomy, KPIs, and orchestrations - and incorporates journey benchmarking for journey discovery and storytelling.”
• “Reference customers give high ratings to journey path and success analysis, and journey discovery and storytelling.”
• “Qualtrics is a good fit for firms looking to orchestrate customer, employee, and partner journeys with a focus on emotion.”

Here’s where we’re going next

We’re continuously investing in new ways for organizations to create impactful journeys that drive customer loyalty and connection.

We’ve committed to investing more than $500M on AI over the next 4 years. This investment will embed AI deeply into the XM platform, unlocking journey capabilities that will enable organizations to predict behavior and take action at scale like never before.

We’re also making huge investments into our set of digital analytics capabilities to provide organizations with a deeper level of understanding of the digital experience. This includes launching new features like heatmaps, funnels, and path analytics

We continue to invest heavily to support Qualtrics^® users in every portion of our platform and across all maturity levels, encouraging best practices and continuous learning through the XM Institute and our Customer Success Hub.

Qualtrics has the largest Experience Management ecosystem, with over 300+ technology partners and 200+ go-to-market partners, including consulting, implementation, ISV, marketplace, managed services, and global system integrators.

For us, this Forrester assessment is an acknowledgement that businesses can be confident that an investment in Qualtrics is right for today and tomorrow.