Industry Report

2025 Gartner^® Market Guide for Customer Journey Analytics & Orchestration

Customer expectations are rising—and their journeys are only getting more complex.

To drive growth, improve customer experience (CX) and reduce costs, businesses need real-time visibility and action across every touchpoint. The 2025 Gartner ^® Market Guide for Customer Journey Analytics & Orchestration offers all the research and recommendations to help navigate this evolving landscape.

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To meet rising expectations, businesses must deeply understand customer behavior and deliver consistent, effective communications across every touchpoint. This report offers a clear path forward for teams looking to elevate their customer journey analytics and orchestration strategies.

Our key takeaways from the report:

How CJA/O solutions automate real-time personalized communications
Ways to turn insights into action across CX and business operations
The evolving role of generative AI in customer journey analytics.
Key capabilities and vendor differentiators in the CJA/O market.

Gartner^®, Market Guide for Customer Journey Analytics & Orchestration, Christopher Sladdin, Daniel O’Sullivan, 17 February 2025.

Gartner^® does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.