Forrester Cites SuiteCX As A Leader In
The Forrester Wave™: Journey Mapping Platforms, Q2 2020

“SuiteCX offers data-driven journey mapping from survey to roadmap. The platform is designed by CX practitioners and blends mapping with data sources (customer, employee, and partner surveys; mystery shopping; metrics; persona insights; and interaction data) to drive data-driven customer journey maps. With a mission of “from survey through roadmap,” the software has three modules that are sold together:  1) a VoC/VoE/CX maturity survey; 2) a mapping module; and  3) a planning, prioritization, and roadmap module. More than 80% of users of the platform are looking for a more “bespoke” system, with customizable journey templates and even white labelling of the platform.

The platform helps create a vision for key customer journeys and capture data for interaction points, such as customer effort, NPS, cost, and ROI. Users can assess the effectiveness of an interaction, like a moment of truth or a pain point, from the customer’s or the brand’s point of view and which stakeholders or partners influence it. By associating metadata with each interaction point in a journey, users can construct a narrative to help foster organizational alignment, prioritize initiatives, and drive a CX roadmap as well as individual flows for marketing campaigns and content management. The platform provides various visualizations — from functional-oriented to process-oriented to rich experience maps. The platform is a good fit for companies needing persona-driven journey mapping that have done some customer journey mapping manually and want to digitize with a simple-to-use 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. The report included only 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. “