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Customer Journey Mapping Software Market

Customer Journey Mapping Software Market - Global Industry Analysis, Size, Share, Growth, Trends, and Forecast, 2021-2031

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

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
Customer Journey Mapping Software Market

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