2026 Global: Customer Journey Analytics Market-Competitive Review (2032) report
Description
The 2026 Global: Customer Journey Analytics Market-Competitive Review (2031) report features the global market size and projected growth/decline data for the period 2021 through 2032. The report primarily provides an examination of the business strategies for the ten largest global companies in the market and how their strategies differ.
Perry/Hope Partners' reports provide the most accurate industry forecasts based on our proprietary economic models. Our forecasts project the product market size nationally and by regions for 2021 to 2032 using regression analysis in our modeling. and Perry/Hope is the only market research publisher that utilizes both longitudinal (historical) and vertical (from market section to market division to market class) analysis, since we study every manufactured product in the countries we analyze. The report also provides written analysis on the market definition, market segments, and SWOT analysis (market strengths, weaknesses, opportunities, and threats).
The market study aims at estimating the market size and the growth potential of this market. Topics analyzed within the report include a detailed breakdown of the global markets for customer journey analytics market by geography and historical trend. The scope of the report extends to sizing of the customer journey analytics market market and global market trends with market data for 2024 as the base year, 2025 and 2026 as the estimate years with projection of CAGR from 2027 to 2032.
The report also features a list of the top ten largest global players in the market. A review of each company includes 1) an estimate of the market share, 2) a listing of the products and/or services in the market, and 3) the features of these products and/or services in the market. The report has a chapter on Comparative Business Strategies for the largest four players. An example of the Comparative Business Strategies analysis would be -- How does Netflix's business strategy to expand its market share in the global online streaming compare to Amazon Prime's business strategy through its video products and services?
The ten market players in this report and a brief synopsis of their participation in the market are:
Adobe, Salesforce, Microsoft, IBM, Medallia, Nice, Genesys, Verint, Contentsquare, and Quantum Metric are among the ten major companies shaping the Customer Journey Analytics market through enterprise-grade platforms that unify behavioral, transactional, and feedback data for end-to-end journey visibility and activation. Adobe Customer Journey Analytics leverages the Adobe Experience Platform for cross‑channel identity stitching, real‑time processing, and tight marketing activation capability that suits large enterprises requiring governance and deep integration with marketing workflows. Salesforce embeds Einstein AI across its clouds to bring predictive journey insights and to tie journey analytics into CRM workflows, increasing platform stickiness for sales and service use cases. Microsoft and IBM differentiate by embedding journey analytics into broader data and AI stacks—Microsoft via Azure data services and AI integration, and IBM through watsonx and enterprise governance features—appealing to organizations prioritizing trusted AI and large‑scale analytics.
Medallia and Nice focus on experience‑centric orchestration and operationalization of journey insights to drive next‑best actions and service improvements across contact centers and frontline teams. Medallia combines unified experience signals with orchestration capability (formerly Thunderhead) to deliver real‑time personalization and intent‑driven engagement for service‑heavy environments. Nice positions its CJA offerings around purpose‑built AI and analytics for journey optimization and workforce enablement, gaining recognition in independent vendor evaluations. Genesys (including Pointillist) and Verint concentrate on journey management in the contact‑center and voice‑of‑customer domains, coupling intent detection, speech analytics, and real‑time decisioning to reduce friction and improve retention in customer service channels. These vendors are frequently chosen by organizations that need tight operational integration between journey insights and customer engagement systems.
Contentsquare, Quantum Metric, and other specialist vendors emphasize digital experience intelligence and product‑centric journey analysis to surface friction points, session‑level behaviors, and conversion opportunities for digital channels. Contentsquare excels in visualizing on‑site behavior to prioritize UX fixes and revenue impacts, while Quantum Metric offers session replay, continuous product analytics, and AI‑driven storytelling to accelerate remediation and experimentation cycles for product and marketing teams. Across this set of leaders, market trends include stronger AI‑driven personalization, first‑party data clean rooms post‑cookie, and real‑time orchestration, with consolidation and acquisitions (for example, industry M&A and platform integrations) continuing to reshape competitive positioning and expand capabilities for end‑to‑end journey analytics and activation.
Perry/Hope Partners' reports provide the most accurate industry forecasts based on our proprietary economic models. Our forecasts project the product market size nationally and by regions for 2021 to 2032 using regression analysis in our modeling. and Perry/Hope is the only market research publisher that utilizes both longitudinal (historical) and vertical (from market section to market division to market class) analysis, since we study every manufactured product in the countries we analyze. The report also provides written analysis on the market definition, market segments, and SWOT analysis (market strengths, weaknesses, opportunities, and threats).
The market study aims at estimating the market size and the growth potential of this market. Topics analyzed within the report include a detailed breakdown of the global markets for customer journey analytics market by geography and historical trend. The scope of the report extends to sizing of the customer journey analytics market market and global market trends with market data for 2024 as the base year, 2025 and 2026 as the estimate years with projection of CAGR from 2027 to 2032.
The report also features a list of the top ten largest global players in the market. A review of each company includes 1) an estimate of the market share, 2) a listing of the products and/or services in the market, and 3) the features of these products and/or services in the market. The report has a chapter on Comparative Business Strategies for the largest four players. An example of the Comparative Business Strategies analysis would be -- How does Netflix's business strategy to expand its market share in the global online streaming compare to Amazon Prime's business strategy through its video products and services?
The ten market players in this report and a brief synopsis of their participation in the market are:
Adobe, Salesforce, Microsoft, IBM, Medallia, Nice, Genesys, Verint, Contentsquare, and Quantum Metric are among the ten major companies shaping the Customer Journey Analytics market through enterprise-grade platforms that unify behavioral, transactional, and feedback data for end-to-end journey visibility and activation. Adobe Customer Journey Analytics leverages the Adobe Experience Platform for cross‑channel identity stitching, real‑time processing, and tight marketing activation capability that suits large enterprises requiring governance and deep integration with marketing workflows. Salesforce embeds Einstein AI across its clouds to bring predictive journey insights and to tie journey analytics into CRM workflows, increasing platform stickiness for sales and service use cases. Microsoft and IBM differentiate by embedding journey analytics into broader data and AI stacks—Microsoft via Azure data services and AI integration, and IBM through watsonx and enterprise governance features—appealing to organizations prioritizing trusted AI and large‑scale analytics.
Medallia and Nice focus on experience‑centric orchestration and operationalization of journey insights to drive next‑best actions and service improvements across contact centers and frontline teams. Medallia combines unified experience signals with orchestration capability (formerly Thunderhead) to deliver real‑time personalization and intent‑driven engagement for service‑heavy environments. Nice positions its CJA offerings around purpose‑built AI and analytics for journey optimization and workforce enablement, gaining recognition in independent vendor evaluations. Genesys (including Pointillist) and Verint concentrate on journey management in the contact‑center and voice‑of‑customer domains, coupling intent detection, speech analytics, and real‑time decisioning to reduce friction and improve retention in customer service channels. These vendors are frequently chosen by organizations that need tight operational integration between journey insights and customer engagement systems.
Contentsquare, Quantum Metric, and other specialist vendors emphasize digital experience intelligence and product‑centric journey analysis to surface friction points, session‑level behaviors, and conversion opportunities for digital channels. Contentsquare excels in visualizing on‑site behavior to prioritize UX fixes and revenue impacts, while Quantum Metric offers session replay, continuous product analytics, and AI‑driven storytelling to accelerate remediation and experimentation cycles for product and marketing teams. Across this set of leaders, market trends include stronger AI‑driven personalization, first‑party data clean rooms post‑cookie, and real‑time orchestration, with consolidation and acquisitions (for example, industry M&A and platform integrations) continuing to reshape competitive positioning and expand capabilities for end‑to‑end journey analytics and activation.
Table of Contents
32 Pages
- 1.0 Scope of Report and Methodology
- 2.0 Market SWOT Analysis and Players
- 2.1 Market Definition
- 2.2 Market Segments
- 2.3 Market Strengths
- 2.4 Market Weaknesses
- 2.5 Market Threats
- 2.6 Market Opportunities
- 2.7 Major Players
- 3.0 Competitive Analysis
- 3.1 Market Player 1
- 3.2 Market Player 2
- 3.3 Market Player 3
- 3.4 Market Player 4
- 3.5 Market Player 5
- 3.6 Market Player 6
- 3.7 Market Player 7
- 3.8 Market Player 8
- 3.9 Market Player 9
- 3.10 Market Player 10
- 4.0 Comparative Business Strategies
- 4.1 Comparative Business Strategies of Player 1 and 2
- 4.2 Comparative Business Strategies of Player 1 and 3
- 4.3 Comparative Business Strategies of Player 1 and 4
- 4.4 Comparative Business Strategies of Player 2 and 3
- 4.5 Comparative Business Strategies of Player 2 and 4
- 4.6 Comparative Business Strategies of Player 3 and 4
- 5.0 Appendix
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