1、MARTECH INTELLIGENCE REPORTENTERPRISECUSTOMERORCHESTRATIONPLATFORMSJOURNEYA MARKETERS GUIDE 2022 Third Door Media,Inc.1 https:/martech.orgMARTECH INTELLIGENCE REPORT:Enterprise Customer Journey Orchestration Platforms:A Marketers GuideScope and methodology.2Customer journey orchestration market over

2、view.3Figure 1:Gartners depiction of the customer journey.3More devices and touchpoints obscure customers journeys.4Figure 2:Technological advancements have led to high customer expectations.4Figure 3:Consumers expect the“new normal”use ofdigital technologies to continue post-pandemic.5Figure 4:Harv

3、ard Business Review authors Ranjay Gulati and James B.Oldroyd describe the journey companies take to become customer-focused.6The customer journey orchestration vendor marketplace.7What defines customer journey orchestration?.7CJO tool capabilities.9Data gathering.9Table 1:Interactions from which CJ

4、O vendors gather data.9Table 2:The speed at which data is gathered from various touch points.10 Customer journey visualization .10Data analysis.11Real-time interaction management.11Table 3:Channels available for activation by CJO vendors.11Choosing a CJO tool .12The benefits of using CJO tools.12Pri

5、cing .12Recommended steps to making an informed purchase.13Step One:Do you need a CJO tool?.13Step Two:Identify and contact appropriate vendors.14Step Three:Scheduling the demo.14Step Four:Check references,negotiate a contract.15Conclusion.16Vendor profiles.17Adobe Customer Journey Optimizer .17Alte

6、rian.20Cheetah Digital.24CSG.27Emarsys.30inQuba.32Iterable.35Pointillist by Genesys.37Salesforce.40SAS.43Thunderhead by Medallia.47Treasure Data.50Table of ContentsMARTECH INTELLIGENCE REPORT:Enterprise Customer Journey Orchestration Platforms:A Marketers Guide 2022 Third Door Media,Inc.2 https:/mar