The Forrester Wave™: Customer Journey Orchestration Platforms, Q2 2024
Vendors or products added in this year’s report may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were added in this report.
Vendors or products dropped from one year to the next may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were dropped in this report.
This is a 30-criterion evaluation of customer journey orchestration (CJO) providers. The report evaluated vendors using materials provided by February 20, 2024. The evaluation focuses on vendors that offer comprehensive journey orchestration platforms with core capabilities including data fusion, journey discovery, journey testing and optimization, and journey automation and orchestration. Vendors must have provided concrete evidence of customer success and demonstrate access to a wide range of data sources across the customer lifecycle.
A: Vendors may appear in one evaluation and not the next based on several factors: 1) Meeting or failing to meet inclusion criteria which requires a comprehensive journey orchestration platform, evidence of customer success, access to wide range of data sources, and strong customer interest demonstrated through Forrester client inquiries. 2) Vendors that decline to participate or only partially participate in the evaluation process. 3) Changes in the vendor's market position, product capabilities, or strategic focus. 4) Evolution of the market definition and evaluation criteria over time. The report encourages readers to evaluate how the market and vendor offerings change over time, as the publishing date (Q2 2024) represents a specific point-in-time assessment.