A tech business started in 2021 by a Cuban-American from Hialeah has been ranked tops in a new report on ventures worldwide making solutions for companies to map and enhance customer experiences.
Miami-based JourneyTrack, led by Ania Rodriguez, scored best among leaders in the Forrester Research report that identified 11 companies as the top competitors globally in Customer Journey Management Platforms.
Rodriguez says the ranking from a respected analyst already has boosted inquiries by large companies to adopt JourneyTrack’s platform and should help her venture secure new funding to expand operations. The company now employs 25 people worldwide and has raised $2 million in funding from investors including Elevate Capital.
“A newcomer like us usually ranks in the lower tier in a field that includes billion-dollar companies,” Rodriguez [pictured above] told RefreshMiami.com. “This is a defining moment for us.” She attributed the top scores to JourneyTrack’s ample use of artificial intelligence, including Storytelling AI.
A serial entrepreneur with a background in engineering, Rodriguez started JourneyTrack nearly five years ago to help diverse companies map and manage “end-to-end” how customers move through their business and their potential pain-points. Her aim: to reduce potential friction and enhance customer retention and satisfaction.
Pain-points at banks, for instance, might range from difficulty in opening an account, to getting answers to questions, or closing an account and transferring funds out. Managing that friction is vital, because customers often drop companies if they can’t access services in timely and reliable ways. Online retailers, for example, lose up to 75 percent of sales to carts left abandoned. On average, companies lose 7 percent of revenue because of poor customer experiences, says Rodriguez, citing data from industry studies.
JourneyTrack helps enterprises in four major industries, with users in the fields of tech (including Google); financial services (First Horizon); insurance (Blue Cross California) and pharmaceuticals (GSK). It works mostly with large corporations in the US, Canada, Europe and the Middle East, but also has a small, growing presence in Latin America.
Forrester’s new report gave JourneyTrack top scores among rivals in the categories of Strategy and Current Offering. The researcher said the Miami company “backs up its vision of turning journeys into actionable insights and measurable outcomes.” While Forrester recognized many AI features on JourneyTrack’s platform, it specifically cites Storytelling AI’s ability to deliver “board-ready reports or slide decks that quantify impact, value creation, risk, and next steps.”
The research finds JourneyTrack “well-suited for firms with executive buy-in, journey mapping experience, and readiness for data integration that want end-to-end execution and provable outcomes — not just maps.”
Rodriguez says building a tech venture in sunny, Latino-majority Miami offers benefits over other locales, especially in her customer-focused niche.
“Our culture brings warmth; we’re service oriented,” she says. The US east coast also eases time differences for business with Europe and the Middle East, compared to more distant California. What’s more, coming from a minority group– as the child of Cuban emigres and the first generation born in the US – offers advantages of its own. “We’re more capital efficient,” she says. “Minorities tend to do more with less.”
Rodriguez now is starting to raise a new round of funding for JourneyTrack. The company closed on a $1.5 million seed round in late 2023, with investors including Portland-based Elevate Capital and Orlando’s DeepWork Capital. It also garnered another $500,000 in early 2024, Rodriguez said, bringing its total seed round to $2 million.
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