The journey management market is shifting.

Are you ready for what comes next?

Enterprises strive to be customer-centric. Yet decisions are still made in silos, across fragmented systems, without shared context.

As journeys grow more complex, leaders are moving beyond static maps and isolated analytics toward operational, cross-functional orchestration.

Before you invest, scale, or redesign your approach, understand how the market is evolving and what capabilities truly matter.

Download the Gartner® Market Guide for Customer Journey Analytics and Orchestration (CJA/O).

Gartner latest Market Guide examines how CJA/O technologies are evolving and what enterprise buyers should evaluate next.

If you’re shaping experience strategy, transformation, or enterprise performance, this research offers a grounded, analyst-backed view of the landscape.

What you’ll learn

Inside the Market Guide, you’ll gain clarity on:

• How Gartner defines Customer Journey Analytics and Orchestration

• The mandatory capabilities enterprises should look for from vendors

• How AI is beginning to reshape journey analysis and orchestration

• Why many vendor “differentiators” fail the meaningful, unique, defensible test

• Key criteria for evaluating and selecting solutions

• Market forces shaping pricing, integration, and platform consolidation

Whether you’re building a business case, assessing vendors, or refining your journey strategy, this report provides a structured lens for confident decision-making.

Gartner, Market Guide for Customer Journey Analytics & Orchestration, by Christopher Sladdin,  Daniel O'Sullivan, 17 February 2025.