ANALYSIS

What You Need to Know

• Breakouts in the Customer Journey Analytics predictive analytics are Gainsight, Social Analytics, Customer Engagement Software. Seriously consider these technologies to gain a strategic advantage.
• The technologies who are at the peak of their interest are CustomerMatrix, Text Analytics, Social Analytics.
• By far most employment needs are found in the Voice of the Customer, Customer Relationship Management Software, Contact Management Software technologies.
• These 3 fields have the most active practitioners who have the specific skill set or experience: Voice of the Customer, Text Analytics, Social Analytics.
• LiveChat, Help Desk Software, Contact Management Software lead in searches for information online.
• These three technologies are receiving the highest investments to gain clients: Help Desk Software, Telecom Analytics, Customer Relationship Management Software.
• These three technologies have the most active advertisers: Customer Loyalty Software, Customer Relationship Management Software, Contact Management Software.
• In patents, these three technologies have the most coverage Gainsight, Voice of the Customer, Customer Satisfaction Software.
• The most publications are available for Voice of the Customer, Customer Relationship Management Software, i-Sight.
• Instruction and courseware availability is highest in these technologies: LiveChat, Voice of the Customer, Customer Relationship Management Software.

The Customer Journey Analytics report evaluates technologies and applications in terms of their business impact, adoption rate and maturity level to help users decide where and when to invest.

Companies that want to turn excellent customer experience into growth need to master Customer Journeys. Customer Journeys (the set of interactions a customer has with a brand to complete a task) and less moments of truth are what matter for a customer. Companies that master not only see an improvement in customer experience, loyalty, and operational productivity; they also see above-market growth.

The Predictive Analytics Scores below – ordered on Forecasted Future Needs and Demand from High to Low – shows you Customer Journey Analytics’s Predictive Analysis. The link takes you to a corresponding product in The Art of Service’s store to get started.

The Art of Service’s predictive model results enable businesses to discover and apply the most profitable technologies and applications, attracting the most profitable customers, and therefore helping maximize value from their investments. The Predictive Analytics algorithm evaluates and scores technologies and applications.

The platform monitors over six thousand technologies and applications for months, looking for interest swings in a topic, concept, technology or application, not just a count of mentions. It then makes forecasts about the velocity of the interest over time, with peaks representing it breaking into the mainstream. Data sources include trend data, employment data, employee skills data, and signals like advertising spent, advertisers, search-counts, Instruction and courseware available activity, patents, and books published.

Predictive Analytics Scores:

000489 – Gainsight
000254 – Social Analytics
000214 – Customer Engagement Software
000156 – Text Analytics
000118 – Content Marketing Software
000116 – Customer Service Software
000110 – Usermind
000097 – CustomerMatrix
000095 – Salesforce Analytics Cloud
000090 – Customer Relationship Management Software
000089 – Web Analytics Software
000081 – Voice of the Customer
000076 – Customer Experience Software
000073 – LiveChat
000061 – Call Center Software
000052 – WANTED Analytics
000051 – Preact
000049 – Live Chat Software
000030 – Workforce Analytics
000019 – Journey Sales
000000 – Transera
000000 – The Customer Factor
000000 – Telecom Analytics
000000 – Scholar Analytics
000000 – i-Sight
000000 – Help Desk Software
000000 – CustomerWise
000000 – CustomerSure
000000 – CustomerGauge
000000 – Customer Thermometer
000000 – Customer Satisfaction Software
000000 – Customer Loyalty Software
000000 – Contact Management Software
000000 – CalmSea

Full Customer Journey Analytics Report Purchase Options

Evaluation Criteria Definitions:

Interest and Popularity:

Leaders:

096 – CustomerMatrix
082 – Text Analytics
079 – Social Analytics

Google Trends data for gauging mindshare and awareness, the numbers are relative to their maximum (100), meaning number 100 has maximum interest right now and number 50 has half the interest it had from its peak of 100.

Employment Demand:

Leaders:

002558 – Voice of the Customer
000486 – Customer Relationship Management Software
000405 – Contact Management Software

Open employment opportunities on the date of this report for the subject. Indicator of the need of employers for this specific skill set and therefore their organization’s application of it in relation to the other subjects.

Active Practitioners:

Leaders:

00072696 – Voice of the Customer
00014757 – Text Analytics
00011082 – Social Analytics

Number of practitioners and professionals which have the subject skill set and experience. Indicator of the need of employers (and availability of employees) for this specific skill set and therefore their organization’s application of it in relation to the other subjects.

Monthly Searches:

Leaders:

135000 – LiveChat
008100 – Help Desk Software
005400 – Contact Management Software

How often a month a search is performed for the keyword/phrase: and indicator of interest in the subject.

Cost per Click:

Leaders:

034.40 – Help Desk Software
023.43 – Telecom Analytics
020.37 – Customer Relationship Management Software

CPC: The average amount advertisers pay Google anytime someone clicks their own ad for this keyword. Indicator of the advertising being spent on the topic ergo investments being made to attract clients.

Active Advertisers:

Leaders:

066 – Customer Loyalty Software
065 – Customer Relationship Management Software
055 – Contact Management Software

This shows how many unique advertisers have appeared on this subject in the last 12 months. Indicator of the advertising being spent on the topic ergo investments being made to attract clients.

Patents:

Leaders:

00015600 – Gainsight
00003900 – Voice of the Customer
00002890 – Customer Satisfaction Software

Patents issued for the specific subject. Indicator of R&D investments and innovation in the specific subject.

Books in print:

Leaders:

00001366 – Voice of the Customer
00001099 – Customer Relationship Management Software
00000767 – i-Sight

Number of in-print books that cover the subject. Indicator of the need for knowledge sharing and its availability.

Instruction and courseware available content:

Leaders:

00070900 – LiveChat
00040300 – Voice of the Customer
00030800 – Customer Relationship Management Software

Number of instruction and courseware available content that covers the subject. Indicator of the need for knowledge sharing and its availability.

Complete Overview:

Interest and Popularity

096 – CustomerMatrix
082 – Text Analytics
079 – Social Analytics
073 – Transera
070 – Gainsight
066 – Scholar Analytics
057 – The Customer Factor
045 – Telecom Analytics
042 – Salesforce Analytics Cloud
040 – LiveChat
037 – CustomerGauge
034 – Preact
028 – Content Marketing Software
027 – Journey Sales
026 – CustomerSure
026 – Customer Thermometer
026 – Customer Engagement Software
024 – Customer Experience Software
023 – Voice of the Customer
020 – Customer Service Software
019 – WANTED Analytics
016 – Web Analytics Software
016 – Usermind
016 – Customer Relationship Management Software
015 – Customer Satisfaction Software
015 – Call Center Software
013 – Live Chat Software
011 – Workforce Analytics
009 – CalmSea
007 – CustomerWise
006 – Help Desk Software
006 – Contact Management Software
005 – i-Sight
005 – Customer Loyalty Software

Employment Demand:

002558 – Voice of the Customer
000486 – Customer Relationship Management Software
000405 – Contact Management Software
000356 – Social Analytics
000288 – Customer Service Software
000286 – Help Desk Software
000280 – Text Analytics
000230 – Workforce Analytics
000204 – Call Center Software
000086 – Gainsight
000072 – Web Analytics Software
000059 – LiveChat
000032 – Customer Engagement Software
000020 – Customer Experience Software
000019 – Live Chat Software
000010 – Content Marketing Software
000006 – WANTED Analytics
000005 – Salesforce Analytics Cloud
000005 – Journey Sales
000005 – i-Sight
000004 – Usermind
000003 – Preact
000001 – CustomerWise
000001 – CustomerMatrix
000000 – Transera
000000 – The Customer Factor
000000 – Telecom Analytics
000000 – Scholar Analytics
000000 – CustomerSure
000000 – CustomerGauge
000000 – Customer Thermometer
000000 – Customer Satisfaction Software
000000 – Customer Loyalty Software
000000 – CalmSea

Active Practitioners:

00072696 – Voice of the Customer
00014757 – Text Analytics
00011082 – Social Analytics
00008623 – Customer Relationship Management Software
00008372 – Workforce Analytics
00007960 – Help Desk Software
00005006 – Call Center Software
00004965 – Customer Service Software
00003212 – LiveChat
00002526 – Contact Management Software
00001293 – Web Analytics Software
00001232 – Gainsight
00000695 – Journey Sales
00000674 – Transera
00000634 – Customer Experience Software
00000630 – Customer Satisfaction Software
00000500 – Live Chat Software
00000498 – i-Sight
00000465 – Telecom Analytics
00000388 – Customer Engagement Software
00000238 – Content Marketing Software
00000222 – Salesforce Analytics Cloud
00000220 – WANTED Analytics
00000200 – Preact
00000178 – CustomerWise
00000126 – CustomerGauge
00000111 – Customer Loyalty Software
00000099 – CustomerMatrix
00000058 – Usermind
00000056 – The Customer Factor
00000032 – CalmSea
00000025 – Scholar Analytics
00000015 – Customer Thermometer
00000010 – CustomerSure

Monthly Searches:

135000 – LiveChat
008100 – Help Desk Software
005400 – Contact Management Software
004400 – Live Chat Software
004400 – Call Center Software
003600 – Voice of the Customer
002900 – Customer Relationship Management Software
002400 – Transera
002400 – Text Analytics
001900 – Social Analytics
001600 – Preact
001600 – Customer Service Software
001000 – Workforce Analytics
000390 – Web Analytics Software
000320 – Customer Loyalty Software
000260 – Telecom Analytics
000210 – Customer Experience Software
000140 – Customer Engagement Software
000070 – Customer Satisfaction Software
000000 – WANTED Analytics
000000 – Usermind
000000 – The Customer Factor
000000 – Scholar Analytics
000000 – Salesforce Analytics Cloud
000000 – Journey Sales
000000 – i-Sight
000000 – Gainsight
000000 – CustomerWise
000000 – CustomerSure
000000 – CustomerMatrix
000000 – CustomerGauge
000000 – Customer Thermometer
000000 – Content Marketing Software
000000 – CalmSea

Cost per Click:

034.40 – Help Desk Software
023.43 – Telecom Analytics
020.37 – Customer Relationship Management Software
020.23 – Customer Service Software
018.03 – Web Analytics Software
017.19 – Social Analytics
012.89 – Customer Experience Software
012.46 – Customer Satisfaction Software
012.33 – Contact Management Software
012.14 – Voice of the Customer
010.25 – Live Chat Software
007.99 – Customer Engagement Software
007.66 – Customer Loyalty Software
005.77 – Text Analytics
002.99 – Workforce Analytics
002.52 – LiveChat
002.20 – Preact
000.69 – Call Center Software
000.03 – Transera
000.00 – WANTED Analytics
000.00 – Usermind
000.00 – The Customer Factor
000.00 – Scholar Analytics
000.00 – Salesforce Analytics Cloud
000.00 – Journey Sales
000.00 – i-Sight
000.00 – Gainsight
000.00 – CustomerWise
000.00 – CustomerSure
000.00 – CustomerMatrix
000.00 – CustomerGauge
000.00 – Customer Thermometer
000.00 – Content Marketing Software
000.00 – CalmSea

Active Advertisers

066 – Customer Loyalty Software
065 – Customer Relationship Management Software
055 – Contact Management Software
053 – Customer Experience Software
052 – Web Analytics Software
052 – Call Center Software
048 – Text Analytics
048 – Social Analytics
045 – Customer Engagement Software
045 – Content Marketing Software
042 – Customer Satisfaction Software
038 – Customer Service Software
037 – Workforce Analytics
036 – Live Chat Software
030 – Help Desk Software
024 – LiveChat
023 – Voice of the Customer
023 – Telecom Analytics
023 – Salesforce Analytics Cloud
005 – Gainsight
002 – Preact
001 – The Customer Factor
001 – CustomerGauge
000 – WANTED Analytics
000 – Usermind
000 – Transera
000 – Scholar Analytics
000 – Journey Sales
000 – i-Sight
000 – CustomerWise
000 – CustomerSure
000 – CustomerMatrix
000 – Customer Thermometer
000 – CalmSea

Patents:

00015600 – Gainsight
00003900 – Voice of the Customer
00002890 – Customer Satisfaction Software
00002890 – Customer Relationship Management Software
00001450 – Text Analytics
00001240 – Contact Management Software
00001220 – Customer Service Software
00000671 – Call Center Software
00000532 – Telecom Analytics
00000532 – Social Analytics
00000447 – i-Sight
00000149 – Preact
00000142 – Web Analytics Software
00000135 – Help Desk Software
00000082 – The Customer Factor
00000071 – Live Chat Software
00000052 – Transera
00000039 – Workforce Analytics
00000008 – LiveChat
00000003 – Usermind
00000001 – Journey Sales
00000000 – WANTED Analytics
00000000 – Scholar Analytics
00000000 – Salesforce Analytics Cloud
00000000 – CustomerWise
00000000 – CustomerSure
00000000 – CustomerMatrix
00000000 – CustomerGauge
00000000 – Customer Thermometer
00000000 – Customer Loyalty Software
00000000 – Customer Experience Software
00000000 – Customer Engagement Software
00000000 – Content Marketing Software
00000000 – CalmSea

Books in print:

00001366 – Voice of the Customer
00001099 – Customer Relationship Management Software
00000767 – i-Sight
00000419 – Contact Management Software
00000307 – Text Analytics
00000201 – Help Desk Software
00000127 – Web Analytics Software
00000112 – Social Analytics
00000105 – Call Center Software
00000076 – Customer Service Software
00000060 – Workforce Analytics
00000034 – The Customer Factor
00000030 – Live Chat Software
00000017 – Journey Sales
00000010 – Preact
00000010 – Customer Satisfaction Software
00000005 – LiveChat
00000004 – Content Marketing Software
00000003 – Salesforce Analytics Cloud
00000003 – Customer Engagement Software
00000002 – WANTED Analytics
00000002 – Customer Thermometer
00000002 – Customer Loyalty Software
00000002 – Customer Experience Software
00000001 – Scholar Analytics
00000001 – Gainsight
00000001 – CustomerSure
00000001 – CalmSea
00000000 – Usermind
00000000 – Transera
00000000 – Telecom Analytics
00000000 – CustomerWise
00000000 – CustomerMatrix
00000000 – CustomerGauge

Instruction and courseware available content:

00070900 – LiveChat
00040300 – Voice of the Customer
00030800 – Customer Relationship Management Software
00011900 – Transera
00009740 – i-Sight
00008740 – Content Marketing Software
00008660 – Text Analytics
00007030 – Call Center Software
00006210 – Help Desk Software
00005760 – Live Chat Software
00005460 – Contact Management Software
00004760 – Social Analytics
00004440 – Customer Service Software
00003560 – Workforce Analytics
00001950 – Salesforce Analytics Cloud
00001230 – Preact
00001140 – Telecom Analytics
00000893 – Gainsight
00000664 – Web Analytics Software
00000590 – Customer Loyalty Software
00000482 – Journey Sales
00000344 – Customer Thermometer
00000245 – CustomerGauge
00000213 – Usermind
00000126 – CustomerWise
00000099 – CalmSea
00000066 – Customer Experience Software
00000054 – Customer Engagement Software
00000048 – CustomerMatrix
00000034 – CustomerSure
00000029 – Customer Satisfaction Software
00000013 – The Customer Factor
00000010 – WANTED Analytics
00000000 – Scholar Analytics

Full Customer Journey Analytics Report Purchase Options

Start with Gainsight, Social Analytics, Customer Engagement Software, and make the above top Predictive Analytics results happen:

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