Journey Orchestration Leader Sees 200 Percent Growth in Direct SaaS Business As Market Demand Intensifies
Kitewheel, the journey orchestration leader and provider of the award-winning Customer Journey Hub, announced strong 2018 company, revenue and momentum results, further solidifying its position as the frontrunner in journey orchestration. Driving innovation in the cross-channel customer experience space for over six consecutive years, Kitewheel enjoyed a transformational 2018 in its brand direct business, driven by global market demand for in-house customer experience capabilities.
“Over the past few years, we’ve seen journey marketing shift from being experimental to now being the de facto standard for successfully managing the customer experience” says Mark Smith, President of Kitewheel. “It is exciting to see brand marketing and customer service leaders embracing journey management at such a pace, and truly rewarding to be at the helm of innovation in helping scale their omnichannel journey analytics and orchestration capabilities.”
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Kitewheel’s 2018 growth was driven by its direct client portfolio and now accounts for more than half of its business. User growth also increased more than three-fold, attributed to the continuous investment in the Kitewheel Customer Journey Hub, in particular new and expanded Journey Discovery capabilities. The company grew across key industry verticals including travel, retail, automotive and fintech, and enjoyed continued industry recognition. This sustained innovation across the journey marketing continuum has resulted in over 100% growth in total SaaS revenue year over year.
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In 2018, Forrester Research, Inc. named Kitewheel as a leader in both The Forrester Wave™: Journey Visioning Platforms, Q4 2018 and The Forrester Wave™: Journey Orchestration Platforms, Q4 2018 reports. Kitewheel’s Wave rankings included the highest scores possible in the strategy evaluation of both reports. The company was also recognized in the next best experience and personalization functionality segments in Forrester Research, Inc.’s Now Tech: Real-Time Interaction Management, Q1 2019 report
Philip Morris Japan, one of Kitewheel’s global direct clients, chose the company to help support a digital transformation in cross-channel customer engagement for its smoke-free products. “We selected Kitewheel as the best technology for journey orchestration,” shared Cedric Courcelle, Digital Director, Reduced Risk Products at Philip Morris Japan, “but they have also proved to be tremendous business partners, understanding our needs and supporting the strategic development of our customer journeys.”
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To meet the growing demand for its solutions Kitewheel expanded its global team by 36 percent in 2018. The company recently added industry leader Jennifer Nelson as its new Vice President of Customer Strategy & Success, charged with supporting the company’s growing brand customer base, and Molly Williams who came to Kitewheel from Crimson Hexagon, a leading consumer insights company, to head Kitewheel’s marketing efforts.
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