The study highlights the ability of the SAP Signavio Journey Modeler to deliver:
- customer journey mapping (CJM) as a process of creating a visual representation of customer journeys and experiences across touchpoints and interaction channels
- out of the box metrics and benchmarking
- understanding of journey complexity based on underlying processes
- experience-driven process mining in combination with Journey-to-Process Analytics.
According to Nikhilesh Naik, Analyst at Quadrant Knowledge Solutions: “The key technology differentiator for SAP Signavio’s customer journey modeling capabilities includes the delivery of journey-to-process analytics that enables organizations to receive valuable insights and recommendations, view the operational complexity score of their customer journey, leverage common dictionary for touchpoints, IT systems, and personas for reuse and impact analysis. Also, SAP Signavio differentiates in terms of offering sharing and collaboration capabilities that include internal sharing of journeys through a unified repository & SAP Signavio Process Collaboration Hub and connect journeys with the organizational processes, decisions, IT systems, and people.”
“SAP Signavio differentiates from other vendors by offering comprehensive end-to-end solutions backed by a vast ecosystem of tools, pre-built content accelerators & resources that integrates legacy systems with outside-in customer experience views through journey models & inside-out operational views through business processes.”, adds Nikhilesh Naik.
“As Customer Journey Mapping is gaining traction, we are proud to be named a Leader in the market by a trusted advisory firm such as Quadrant Knowledge Solutions. Organizations are increasingly investing in emerging CX technologies such as journey mapping tools. This study further validates our commitment to help organizations to understand end-to-end customer behavior in an omnichannel environment, while putting CX at the center of their processes and operations. Our solutions help companies obtain a clear picture of their customers’ journeys, better tailor the experience, offer and content to their specific needs as well as improve the processes that underly those experiences” notes Rouven Morato, General Manager at SAP Signavio.