The Aragon Research Tech Spectrum™ for Customer Journey Mapping, 2019

This report provides information on the state of the customer journey mapping tools market and evaluates 27 vendors, among them MEGA International which has been recognized as a leader.

"Customer journey mapping technologies are exploding in numbers and in influence for designing and implementing a better customer experience for customers, employees, and partners alike. Customer journey mapping technologies capture the voice and behaviors of customers to improve the real-time experience customers have—and hopefully enjoy." stated the latest Aragon Research report: Tech Spectrum™ for Customer Journey Mapping, 2019 - Reaching for Exceptional Customer Engagement in the Digital Age.

The research firm also expects that by 2021, 90 percent of enterprises will significantly improve their customer journeys to compete effectively and tap into new revenue opportunities.

Why are customer journey mapping technologies needed to improve customer experience?

Customer journey mapping tools deliver insights to understand customers’ behavior and journey, but also allow for the design of better customer experiences. The tools leverage the personas approach, enabling the mapping of end-to-end customer journeys with different touchpoints and interactions. Customer journey mapping tools generate empirical data to identify the pain points in the customer experience, allowing companies the ability to quickly address these challenges and create a seamless customer experience. 

What are the key aspects of customer journey mapping tools?

“The customer journey mapping market as it exists today is particularly inclined to create highly visible journey maps to help analyze customer touchpoints and the customer interactions with an organization’s people, systems, and software.” stated the report. “While maps will still be the common visualization and communication mechanism, the data for creating them will become more automated and incremental in fashion.
The report cited several key capabilities in effective customer journey mapping software such as journey map creation and map collaboration, information and emotion capture, visualization and analysis, administration, and methodology assists.

Who are the main vendors for customer journey mapping tools?

Aragon Research evaluated 27 companies that provide customer journey mapping technologies. The assessment is based on performance in selling and supporting their products/services and on their strategy, or how well the vendor can meet current market needs and identify future market direction.

MEGA is recognized as a leader for offering a comprehensive solution covering all aspects of customer journey mapping and for our holistic approach to customer journey mapping and improving customer experience. MEGA’s solutions allow customer journey mapping initiates to be easily integrated with the overall business strategy and roadmap allowing for a complete, global picture of the organization. With MEGA’s comprehensive lineup of integrated software, businesses can effectively incorporate customer experience and business innovation into the strategic roadmap and achieve business transformation with greater success.


About Aragon Research

Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them "AS IS," without warranty of any kind.

Aragon Research is a research and advisory firm that focuses on high impact research and unmatched advice to help organizations make better technology and strategy decisions. It was founded based on a set of core values of providing the highest quality technology research and advisory services to clients all over the world. With a focus on all of the elements that go into doing work – the people, the technologies and the knowledge, Aragon helps organizations put it all into perspective with trade-marked Research Methodologies that are unmatched. For more information, please visit:

The Aragon Research Tech Spectrum™ for Customer Journey Mapping, 2019