Gartner Inc., a leading industry analyst firm has listed digital transformation vendor Mavim as a Representative Vendor in its June 2019 Customer Service Technology Vendor Guide”*. This vendor guide focused primarily on helping application leaders to understand the solutions and vendors supporting customer service, in order to help them prioritize areas of investment while balancing customer, employee and organizational needs.
The Vendor Guide also provided a number of strategic planning assumptions about the direction of the market, including “By 2022, more than 10% of customer engagement hub architectures will include real-time event streaming or streaming analytics,” as well as “Before 2022, GDPR noncompliance, caused by poor privacy management in CRM procedures, will have led to regulatory sanctions of the maximum degree.”
Mavim was recognized in the Customer Service Technology Vendor Guide under the category “Customer Analytics”. To be crystal clear, Mavim does not provide a CRM/customer service tool – but rather a transformation platform that aligns external customer facing KPIs with internal operational KPIs. This helps business leaders to understand the full operational context when making decisions about how and where to optimize customer journeys. Mavim creates the full organizational context within which customer journey optimization strategies can be applied. Jean Jacques Vossen, CEO of Mavim said this about Mavim’s recent inclusion in the Vendor Guide: “It is a great honor to be mentioned among software giants. However, we want to be clear that our focus is on helping organizations understand and optimize their journeys in the context of the operating model, thereby providing them better insight for critical decision making.”
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*Gartner “The Gartner Customer Service Technology Vendor Guide” by Nadine LeBlanc, et. al, 27 June 2019. https://www.gartner.com/document/3942018
Marketing Director, Mavim