Leading Analyst Firm Recognizes Power of Usermind's Customer Engagement Hub to Orchestrates Customer Journeys and Take Insightful Action
April 18, 2017—SEATTLE and LONDON—Usermind today announced it has been recognized as a “rising star” by global analyst firm Ovum in its new report, “On the Radar: Usermind orchestrates customer journeys with ease.” Ovum also recognizes Usermind as a first-mover in its segment of the industry, calling it “one of the first providers of a cloud-based unified platform that orchestrates customer journeys across an enterprise.”
According to Ovum, as organizations implement omnichannel strategies, they need structure in place to manage the full customer lifecycle, conduct analytics on customer interactions, and respond in real-time to customer needs across all channels including web and mobile applications. Usermind solves this need by integrating data from SaaS applications and on-premises systems to orchestrate complex customer journeys and take immediate action based on insight.
“Enterprises that are hamstrung by legacy systems and data silos that prevent 360-degree omnichannel engagement would be remiss if they didn't look at Usermind's solution,” said report author Mila D'Antonio, Principal Analyst, Customer Engagement, Ovum. “The company views the customer journey as the responsibility of the entire enterprise and not solely that of marketing or service. In the CEH market, Usermind is unique in that it not only maps out the customer journeys for clients, but also offers decisive recommendations on how to influence customers to go in the right journey.”
Ovum underlines Usermind’s agile approach to application integration, data mapping, end-to-end process automation, measurement, and real-time action to improve business outcomes. The report also highlights Usermind’s strategic partnerships with consultant, agency, ISV and data integration companies.
“Ovum validates the pain enterprises are feeling as they look to build more personalized customer experiences,” said Michel Feaster, CEO & Co-Founder, Usermind. “The report highlights that the future of CRM is not a single tool like an omnichannel campaign manager or marketing automation software, but rather in a holistic customer engagement hub. We’re proud to offer a customer engagement hub that Ovum sees as a unique solution to an enterprise-wide problem.”
Download the full report: On the Radar: Usermind orchestrates customer journeys with ease
Usermind's Customer Engagement Hub helps companies deliver highly personalized, data-driven customer experiences. With code-free integration, a unified record of customer data, and cross-system data mapping, companies can orchestrate customer journeys — omnichannel customer experiences based on a customer's current context and full interaction history. With Usermind’s customer journey analytics, companies can get insight and immediately implement new processes to drive engagement, retention, and revenue. To learn more, visit https://usermind.com and connect with us on Twitter, LinkedIn and Facebook.
Ovum is a leading global technology, media and telecoms research and advisory firm. Through its 150+ analysts worldwide it offers expert analysis and strategic insight across the IT, telecoms, and media industries. Founded in 1985, Ovum has one of the most experienced analyst teams in the industry and is a respected source of guidance for technology business leaders, CIOs, vendors, service providers, and regulators looking for comprehensive, accurate, and insightful market data, research, and consulting. With 23 offices across six continents, Ovum offers a truly global perspective on technology and media markets and provides thousands of clients with insight including workflow tools, forecasts, surveys, market assessments, technology audits, and opinion.
Ovum is part of the Business Intelligence Division of Informa plc, a leading business intelligence, academic publishing, knowledge, and events group listed on the London Stock Exchange.
Shelby Lichliter, Revere PR for Usermind