Forrester Cites SuiteCX is A Leader In
The Forrester Wave™: Journey Mapping Platforms, Q2 2022

Forrester Report Prepared For Daniel Cartwright With Forrester Research, Inc.

SuiteCX offers bespoke data-driven journey mapping, VoC, and roadmap management. Designed by CX practitioners, the modular platform aims to support customer journey management from survey through roadmap. SuiteCX’s ability to integrate with a range of data sources (customer, employee, and partner surveys; mystery shopping; metrics; persona insights; and interaction data) creates data- driven customer journey maps that help drive cross-functional collaboration, design improvement, and ROI analysis. Despite being a small company, SuiteCX attracts large global organizations as clients, helped by an extensive partner ecosystem ranging from CX consultancies to journey orchestration providers, and brings together best-in-class support from strategy through execution.

SuiteCX’s current offering strengths include visualization, with options ranging from functional-oriented to process-oriented to rich experience maps and data integration. Areas for improvement include journey measurement, sharing maps and insights, and cocreation and ideation. Reference customers report satisfaction with professional services and the ability to create data-driven journey maps. They report some dissatisfaction with the vendor’s collaboration features — including bidirectional links to agile tools that allow employees to act on journey insights — and the platform’s usability. SuiteCX is a good fit for companies wanting to combine diagnostics, storytelling, and planning with professional services and that are looking for a more bespoke system, with customizable journey templates and even white labeling of the platform.

The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave are trademarks of Forrester Research, Inc. The Forrester Wave is a graphical representation of Forrester’s call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change.

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    The report covers vendors who:

    • Offers a comprehensive journey mapping platform. They included vendors that supported all three of the core capabilities required for journey mapping (journey visualization, journey design and planning, and journey testing and optimization) with a proprietary, productized software platform.
    • Provides evidence of its journey mapping customers’ success.
    • Offers features that go beyond a digital whiteboard to support journey mapping. Generated strong customer interest.