Best Customer Journey Analytics Software 2025

What is Customer Journey Analytics Software?

Customer journey analytics software, also known as customer experience analytics software, offers a complete picture of a customer’s online behavior. It tracks a customer’s digital path from their initial engagement, through such actions as subscribing to a newsletter or signing up for a trial to completing a purchase. It captures all customer activity during that journey, across multiple channels, and identifies every customer touchpoint. Customer journey mapping software supplements this knowledge by visualizing all the steps in a customer’s journey.

These tools are used by marketing teams and customer experience professionals to better understand their customer’s interests and needs. The end-to-end data is analyzed, offering insights on how to improve the customer experience, increase engagement, and optimize conversions. It helps companies deliver a personalized experience that increases customer satisfaction and brand loyalty.

In addition to providing a complete overview of a customer journey, customer journey analytics software analyzes different experiences within the customer journey.

• User Experience (UX) – how the customer engages with a website or application.
• Discovery – tracking the steps the customer goes through as they discover and learn more about your product or service.
• Purchase Tracking – captures product order and revenue metrics.
• Delivery and Service – the customer experience with product/service delivery and support.

Customer Journey Analytics Software Features

Most customer journey analytics tools will provide the following features:

• Session replay
• Analytics dashboard and reporting
• Customer journey visualization
• Alerts and notifications
• Templates
• Collaboration tools
• Integration with CRM, marketing automation, and sales software
• Cloud-based, hybrid, or on-premises installations

Customer Journey Data

• Real-time tracking and capture of customer journey touchpoints and their related data across all channels
• Data integration into a centralized platform
• Ability to drill down, sort, filter, aggregate, and group customer journey data

Analytics & AI

• Complete customer journey analysis
• Customer behavior analytics
• Dynamic customer segmentation
• Trends
• Evaluates the effectiveness of touchpoints or campaigns on conversion rates
• Retention – identifies which features customers like and what creates ‘stickiness’
• Predictive analysis

Customer Journey Analytics Software Comparison

When purchasing customer journey analytics software consider the following:

• Scale: Different solutions are tailored for enterprise, mid-market, and small business users. Make sure to find a product that fits your business size.
• Features: Several vendor solutions go beyond analytics and include features to visualize future customer journeys, and the testing and optimizing of customer messaging and campaigns. Decide whether you need these more advanced features before purchasing a new customer journey analytics tool
• Integration: How well will the software integrate into your current tech stack? Your customer journey analytics software should be compatible with the other sales and marketing platforms you use.

Pricing Information

Pricing is usually based upon actions per month. Pricing for entry-level plans begins at $10 per month and ranges to over $5,000 a month for enterprise solutions. Many vendors require obtaining a quote for enterprise products. Free trials are often available.