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Customer Journey Mapping Software Market: Introduction

  • Customer journey mapping is the process of visualizing how a customer interacts with a business by mapping out the actions to achieve a goal.
  • The customer journey mapping software helps customers to interact via live chat, email, social media, or other channels; mapping the customer’s journey. This method also assists business leaders to gain information into common customer pain points, which would provide better personalization and optimize the customer experience.
  • Customer journey mapping enables management teams look far away from their current obsession. For instance, the management has a habit of focusing on social media, mobile, or SEO. Instead, the management needs to view these things in context. A customer journey map helps provide that context.
  • Customer journey mapping software is majorly adopted by the BFSI industry to improve operational efficiency and compliance management. Increase in demand for mapping software in different industries is expected to boost the market during the forecast period.
customer journey mapping software market size and forecast

Customer Journey Mapping Software Market: Dynamics

Customer Journey Mapping Software Market: Key Drivers

  • Customer journey mapping software is essential because it is a strategic approach to improve understanding of customer expectations and is vital to optimize the customer experience
  • Customer journey mapping is just as essential for SMEs enterprises as it is for larger companies. Customer prospects are changing for all businesses, regardless of size – customers demand an Omni-channel methodology to customer service, marketing, and sales.
  • A customer journey is a journey of a potential customer about different points of contact with a product, a brand, or (touchpoints) of a company via all available channels until he performs the desired target action. A customer journey can extend over several hours or days.
global customer journey mapping software market size and forecast

Impact of COVID-19 on the Customer Journey Mapping Software Market

  • An increase in cases of COVID-19 across the globe has led to an economic slowdown. Developed countries are strongly affected by the pandemic. COVID-19 has had a negative impact on the customer journey mapping software market, as companies are decreasing their investment in new technologies and services to sustain themselves in the competitive market. The market is expected to expand in the next few years, as companies start making a profit to recover from the economic downturn associated with COVID-19.

North America to Hold Major Share of Global Customer Journey Mapping Software Market

  • In terms of region, the global customer journey mapping software market can be divided into North America, Europe, Asia Pacific, Middle East & Africa, and South America
  • North America held a notable share and dominated the global customer journey mapping software market primarily due to the presence of developed economies, such as the U.S. and Canada. Moreover, North America is home to well-established suppliers as well as end-user industries who constantly adopt new technology for the development of business productivity and work efficiency.
customer journey mapping software market size by competition landscape

Key Players Operating in the Global Customer Journey Mapping Software Market


UXPRESSIA was incorporated in 2015 and is headquartered in California, U.S. The company delivers an online software solution for UX professionals that allows sharing, storing, creating, and exporting customer journey maps, impact maps, and personas.

  • CSG Systems International, Inc.

CSG Systems International, Inc. was incorporated in 1994 and is headquartered in Colorado, U.S. The company provides billing solutions and customer care for cable television providers, online services market, direct broadcast satellite providers, and telephony providers. The company delivers a suite of related services and software, which automates customer care and billing functions.

Other key players operating in the global customer journey mapping software market include Totango Ltd., Zoho Corporation, G2 Deals, MOEngage, FlowMapp, Autopilot, Smaply, Touchpoint Dashboard, Vizury Engage 360, CXDeployer, TheyDo, Altcraft, and CFN Insights.

Customer Journey Mapping Software Market: Research Scope

Customer Journey Mapping Software Market, by Component

  • Software
  • Services
    • Consulting Services
    • Integration and Deployment Services
    • Support and Maintenance Services.

Customer Journey Mapping Software Market, by Organization Size

  • Small and Medium Enterprises
  • Large Enterprises.

Customer Journey Mapping Software Market, by Deployment

  • Small and Medium Enterprises
  • Large Enterprises.

Customer Journey Mapping Software Market, by End-user

  • BFSI
  • IT &
  • Retail and Consumer Goods
  • Healthcare and Pharmaceutical
  • Automotive
  • Hospitality
  • Education
  • Others

Customer Journey Mapping Software Market, by Region

  • North America
    • U.S.
    • Canada
    • Rest of North America
  • Europe
    • Germany
    • France
    • U.K.
    • Italy
    • Rest of Europe
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Rest of Asia Pacific
  • Middle East & Africa
    • GCC
    • South Africa
    • Rest of Middle East & Africa
  • South America
    • Brazil
    • Rest of South America

This study by TMR is all-encompassing framework of the dynamics of the market. It mainly comprises critical assessment of consumers' or customers' journeys, current and emerging avenues, and strategic framework to enable CXOs take effective decisions.

Our key underpinning is the 4-Quadrant Framework EIRS that offers detailed visualization of four elements:

  • Customer Experience Maps
  • Insights and Tools based on data-driven research
  • Actionable Results to meet all the business priorities
  • Strategic Frameworks to boost the growth journey

The study strives to evaluate the current and future growth prospects, untapped avenues, factors shaping their revenue potential, and demand and consumption patterns in the global market by breaking it into region-wise assessment.

The following regional segments are covered comprehensively:

  • North America
  • Asia Pacific
  • Europe
  • Latin America
  • The Middle East and Africa

The EIRS quadrant framework in the report sums up our wide spectrum of data-driven research and advisory for CXOs to help them make better decisions for their businesses and stay as leaders.

Below is a snapshot of these quadrants.

1. Customer Experience Map

The study offers an in-depth assessment of various customers’ journeys pertinent to the market and its segments. It offers various customer impressions about the products and service use. The analysis takes a closer look at their pain points and fears across various customer touchpoints. The consultation and business intelligence solutions will help interested stakeholders, including CXOs, define customer experience maps tailored to their needs. This will help them aim at boosting customer engagement with their brands.

2. Insights and Tools

The various insights in the study are based on elaborate cycles of primary and secondary research the analysts engage with during the course of research. The analysts and expert advisors at TMR adopt industry-wide, quantitative customer insights tools and market projection methodologies to arrive at results, which makes them reliable. The study not just offers estimations and projections, but also an uncluttered evaluation of these figures on the market dynamics. These insights merge data-driven research framework with qualitative consultations for business owners, CXOs, policy makers, and investors. The insights will also help their customers overcome their fears.

3. Actionable Results

The findings presented in this study by TMR are an indispensable guide for meeting all business priorities, including mission-critical ones. The results when implemented have shown tangible benefits to business stakeholders and industry entities to boost their performance. The results are tailored to fit the individual strategic framework. The study also illustrates some of the recent case studies on solving various problems by companies they faced in their consolidation journey.

4. Strategic Frameworks

The study equips businesses and anyone interested in the market to frame broad strategic frameworks. This has become more important than ever, given the current uncertainty due to COVID-19. The study deliberates on consultations to overcome various such past disruptions and foresees new ones to boost the preparedness. The frameworks help businesses plan their strategic alignments for recovery from such disruptive trends. Further, analysts at TMR helps you break down the complex scenario and bring resiliency in uncertain times.

The report sheds light on various aspects and answers pertinent questions on the market. Some of the important ones are:

1. What can be the best investment choices for venturing into new product and service lines?

2. What value propositions should businesses aim at while making new research and development funding?

3. Which regulations will be most helpful for stakeholders to boost their supply chain network?

4. Which regions might see the demand maturing in certain segments in near future?

5. What are the some of the best cost optimization strategies with vendors that some well-entrenched players have gained success with?

6. Which are the key perspectives that the C-suite are leveraging to move businesses to new growth trajectory?

7. Which government regulations might challenge the status of key regional markets?

8. How will the emerging political and economic scenario affect opportunities in key growth areas?

9. What are some of the value-grab opportunities in various segments?

10. What will be the barrier to entry for new players in the market?

Note: Although care has been taken to maintain the highest levels of accuracy in TMR’s reports, recent market/vendor-specific changes may take time to reflect in the analysis.

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Customer Journey Mapping Software Market