Capsifi is Positioned Amongst the 2020 Technology Leaders in the Global Customer Journey Mapping Market.

23rd November 2020: Quadrant Knowledge Solutions, a global advisory and consulting firm, announced today that it has named Capsifi amongst the 2020 technology leaders in its report titled “SPARK Matrix: Customer Journey Mapping (CJM), 2020”.

Quadrant Knowledge Solutions SPARK Matrix evaluation examined Capsifi and 12 other vendors by evaluating the company’s product portfolios, technology strategies, market presence, and customer value proposition. Quadrant Knowledge Solutions’ SPARK Matrix provides a snapshot of the key market participants and a visual representation of their positioning. It also provides strategic insights on the ranking of participating vendors in relation to their competitors along several axis, representing a range of performance parameters, coinciding with technology excellence and customer impact.

Customer Journey Mapping (CJM) is the process of creating a visual representation of customer journey and experience across touchpoints and interaction channels to help organizations improve customer engagement, acquisition, retention, service experience and brand loyalty. Journey maps connect organizations’ business processes and systems to provide a 360-degree view of customer experience (CX).

Quadrant Knowledge Solutions report states “CJM is an initial step for designing, visualizing, and planning for exceptional customer experience. With an effective execution, CJM tools can provide an effective CX framework to orchestrate customer experiences that can anticipate customer requirements and recommend strategies to deliver the right message to the right audience at the right time and place to meet or exceed expectations.  This helps organizations gain competitive advantage by proactively identifying opportunities and achieving CX goals with the right execution strategies”.

Capsifi is a leading provider of strategic planning and enterprise modelling solutions. The company offers Jalapeno, a cloud-based, Digital Business Platform. The platform supports a diverse range of solution areas, including Strategy, Operations, Architecture, Transformation, Innovation, Experience, and Governance. Capsifi offers an intuitive Customer Journey Mapping (CJM) module as a part of its Jalapeno business modeling platform. This CJM module enables users to articulate business strategies and design a strategically aligned business operating model, for enhanced customer service. The platform offers native customer experience mapping capabilities, such as journey maps, personas/segments, value proposition mapping, service blueprint, value streams, operating model alignment, pain point logging and idea management.

Capsifi’s digital business platform with its integrated module for customer journey mapping offers a comprehensive solution for organizations looking to make value driven business decisions based on a customer experience model. The company provides robust customer experience mapping with extensive expertise in business model innovation, developing value propositions for customer segments, providing experience feedback to product/business teams, logging pain points and ideas, and planning an effective digital transformation” said Priyanka Panhale, Analyst at Quadrant Knowledge Solutions. “Organizations can design intuitive customer and stakeholder journey maps by leveraging the native and integrated capabilities of its business modeling platform,” Priyanka further adds.

“Capsifi is proud to be named as a technology leader in the “SPARK Matrix: Customer Journey Mapping (CJM), 2020” report,” said Terry Roach, founder and CEO of Capsifi. “Our interactive customer journey features not only provide an outside-in view of value delivery and chart a specific stakeholder’s experience, but aligns customer journeys with the underlying business operating model, to provide unique insights into the levers that can move the needle on customer experience. We call this combined view an actionable service blueprint since it offers the necessary context for business stakeholders to make specific interventions to manage and improve the customer experience.”


About Capsifi

Capsifi is a leading provider of software for business architecture and business model innovation. Our digital operating model platform, Jalapeno, supports architects in planning and managing business model innovation and transformation from conception through to execution. We help customers optimize their agility and their business performance, establishing the operating model as a dynamic, interactive and enduring business asset.

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About Quadrant Knowledge Solutions

Quadrant Knowledge Solutions is a global advisory and consulting firm focused on helping clients in achieving business transformation goals with Strategic Business and Growth advisory services. At Quadrant Knowledge Solutions, our vision is to become an integral part of our client’s business as a strategic knowledge partner. Our research and consulting deliverables are designed to provide comprehensive information and strategic insights for helping clients formulate growth strategies to survive and thrive in ever-changing business environments.

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