Customer Journey Analytics Software
These products won a Top Rated award for having excellent customer satisfaction ratings. The list is based purely on reviews; there is no paid placement, and analyst opinions do not influence the rankings. Read more about the Top Rated criteria.
Totango is a customer success platform that is designed to help recurring revenue businesses simplify the complexities of customer success by connecting the dots of customer data, actively monitoring customer health changes, and driving proactive engagements. According to the vendor,…
Hotjar is a conversion rate optimization tool for digital marketers. Features include heatmapping, visual session recording, conversion funnel analytics, form analytics, feedback polls and surveys, and usability testing. The tool is used by digital analysts, UX designers, web developers…
Alteryx aims to be the launchpad for automation breakthroughs. Be it for personal growth, achieving transformative digital outcomes, or rapid innovation, the vendor boasts users will see unparalleled results. Alteryx converges analytics, data science and process automation into one…
Mixpanel helps companies measure what matters, make decisions fast, and build better products through data. With self-serve product analytics solution, teams can analyze how and why people engage, convert, and retain—in real-time, across devices—to improve their user experience.Mixpanel…
Quantum Metric is designed to help organizations build better digital products faster. Their platform for Continuous Product Design gives business and IT teams a single version of truth which the vendor describes as fast, quantified, and grounded on what customers actually experience,…
NICE Nexidia Analytics is based on the company's acquisitions of Nexidia and Mattersight.
Quadient Inspire, formerly GMC Inspire, is an enterprise communication platform enabling large enterprises to consistently deliver relevant personalized messages, at the right time through the preferred channel. Quadient Inspire is a complete platform to plan, design, validate and…
FullStory headquartered in Atlanta offers a heat map and session recording / replay application, presented as a digital experience analytics solution that provides on-the-fly conversion funnels, advanced search capabilities, video-like replay of real user sessions, and robust debugging…
Woopra provides real-time customer analytics. It begins by tracking users across digital touch points (website, mobile app, help desk, marketing automation, etc.) and building a comprehensive behavioral profile for each user. These Customer Profiles are Woopra's building blocks, which…
Contentsquare is a digital experience analytics cloud designed to help companies understand hidden customer behaviors, and use those insights to drive more successful experiences. It includes functionality from the former Clicktale heatmap, session recording, and A/B testing tool…
Glassbox helps organizations make their customer’s digital experience intuitive and safe. The vendor says it does this by capturing 100% of activity on mobile apps and websites and visualizing a holistic journey map. Using embedded AI Glassbox points to where CX is being compromised,…
Countly is a product analytics solution and innovation enabler that helps teams track product performance and customer journey and behavior across mobile, web, and desktop applications. Ensuring privacy by design, Countly helps the user to innovate and enhance products to provide…
Pega Customer Decision Hub optimizes customer lifetime value by providing an “always-on brain” to unify data, analytics, and channels into one connected experience. Customer Decision Hub collects data from every interaction as it’s taking place, combines that with the customer’s…
OpenText Core Experience Insights orchestrates customer communication events across all touchpoints to establish great marketing moments across the entire customer lifecycle. Aggregating multiple data sources, Core Experience Insights captures event data for analysis and reporting,…
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) is a customer journey analytic technology for recording and analyzing customer interactions on a company's website and any mobile channels. It allows the company to catch any mistakes or glitches in the system…
Auryc in Los Altos offers their visual intelligence platform to help organizations create exceptional customer journeys and increase revenue.
Microsoft Dynamics 365 Customer Insights is a customer journey analytics tool, providing audience insights to unify customer data to generate AI-powered insights in real time, and understand customer behavior using digital and cross-channel analytics.
Factors.AI helps B2B SaaS marketers amplify marketing ROI, save time and effort on routine analysis, and give critical insights into marketing activities impacting pipeline/revenue. Firstly, Factors brings together all data silos- website visitor data, CRM, Ads platform, Clearbit,…
Journey Builder, from Salesforce, is a tool that helps create seamless customer experiences across every touchpoint including email, mobile, advertising, the web, direct mail, sales, commerce, and service. It is available on the Salesforce Marketing Cloud.
MoEngage, a small company with offices in San Francisco, Bangalore, and Calcutta, offers a push notification application for web, in-app messaging, and SMS.
The Smaply app enables teams to digitize, centralize and standardize their customer experience insights. Teams can together work on journey maps, personas and stakeholder maps, collect feedback from others, and create professional exports. Its training program helps teams to understand…
Inspectlet is a web heatmapping tool. Features include heatmapping, session recording and form analytics.
The Insider Growth Management Platform (GMP) is a martech platform accessible from a single tech stack. It brings together technologies for marketers to deliver personalized experiences and enables them to take data based actions. One of the core features introduced by GMP is Ad…
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
- 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
- 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 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.
Frequently Asked Questions
Customer journey analytics software provides valuable insights that help businesses achieve the following benefits:
- Provides a unified view of the customer experience
- Enhances personalization and targeting efforts
- Increases customer engagement
- Improves customer experience
- Reduces customer churn
- Raises customer satisfaction
- Increases brand loyalty
- Shortens the buying cycle
- Identifies cross-selling and up-selling opportunities
- Contributes to higher conversion rates
- Increases revenue
- Maximizes customer lifetime value (clv)
- Improves decision making