Observed Signal · Aug 3, 2026 · Technical Report · Source: CMSWire · Impact: 2/5 · Sentiment: Positive
Customer Experience Market: What Are Customer Journey Management Platforms?
Customer journey management platforms connect cross-channel customer data with analytics and action, helping teams identify pain points and improve experiences. Unlike static journey maps, these platforms use live data to show what customers actually do. They integrate with CRM, CDP, and marketing automation systems. The customer experience management market is projected to grow from $15.78 billion in 2026 to $34.02 billion by 2032, with journey management as the largest segment. Adobe's 2026 survey found only 39% of organizations have a data foundation ready for agentic AI. Forrester's Q4 2025 Wave evaluated vendors including JourneyTrack, TheyDo, and Cemantica.
Provides a comprehensive overview of a growing software category in CX, relevant to MarTech, but is a general explainer article rather than a breaking news event.
Wichtigste Kernpunkte & Evidenz
- MarketsandMarkets projects the customer experience management market will grow from $15.78 billion in 2026 to $34.02 billion by 2032.
- Adobe's 2026 survey of 3,000 executives found only 39% had a shared CDP capable of supporting widespread agentic AI adoption.
- Qualtrics' 2026 research found only three in 10 customers provide direct feedback.
- Forrester's Q4 2025 Wave evaluated customer journey management platforms including JourneyTrack, TheyDo, and Cemantica.
- The article was published on August 3, 2026.
Verknüpfte Unternehmen
7 verknüpfte UnternehmenGenesys
Cloud-Contact-Center-Software mit KI, Analysen und Workforce-Management-Tools.
“Adobe approaches the category through analytics and journey delivery, Genesys through contact center data and Medallia through experience si...”
TheyDo
Enterprise-SaaS-Plattform für Journey Management und Experience Intelligence zur Orchestrierung von Kundendaten, Research-Insights und operationalen Signalen.
“The Forrester Wave: Customer Journey Management Platforms report evaluated specialist platforms such as JourneyTrack, TheyDo, Cemantica, Sma...”
Medallia
Enterprise-Software f r Experience Management und kundenorientierte Insight-Workflows.
“Adobe approaches the category through analytics and journey delivery, Genesys through contact center data and Medallia through experience si...”
MarketsandMarkets
MarketsandMarkets ist eine B2B-Marktbewerbungs- und Intelligence-Plattform, die Berichte, Abonnements und Beratungsleistungen anbietet.
“MarketsandMarkets projects the customer experience management market will grow from $15.78 billion in 2026 to $34.02 billion by 2032....”
Qualtrics
Enterprise-SaaS für Experience Management, Feedback-Analysen und automatisierte Workflows.
“Qualtrics’ 2026 research found that only three in 10 customers provide direct feedback....”
Forrester
Abonnements für Enterprise-Research, Beratung und Benchmarking für Führungskräfte in Unternehmen.
“The Forrester Wave: Customer Journey Management Platforms report evaluated specialist platforms such as JourneyTrack, TheyDo, Cemantica, Sma...”
Adobe
Kreativ-, Dokumenten- und Experience-Software für professionelle Anwender und Unternehmen.
“Adobe's 2026 survey of 3,000 executives and practitioners found that only 39% had a shared customer data platform capable of supporting wide...”
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