Customer Journey Mapping Tools

Customer Journey Mapping Tools Overview


A critical part of forming a good marketing strategy is understanding where you fit in with your customers. Finding this clarity often requires examining customer behavior and identifying customer needs. Businesses and marketing teams use customer journey analytics tools to help generate the insights and data points necessary to develop a visual model called a customer journey map.


A customer journey map is an essential analytical tool for viewing customer interactions and trends over time. It is a research-based visual representation of the series of touchpoints that customers experience with your business. In some cases, these touchpoints might already be mapped out in the form of a customer feedback loop or survey. However, when you want to see how each interaction affects other interactions at every stage, it's important to have an accurate picture of the customer journey experience.


Companies use customer journey mapping tools to map out dynamic visualizations that examine the entire customer journey. These tools help identify customers’ pain points, where they are in their buying process--and where they should be. They make it possible to explore what customers think, feel, see, and hear as well as asking "What if?" questions about possible responses. This visual representation can provide insight into behavior trends and help teams create better, more customer-centric marketing strategies.


Customer journey maps can also be used for predictive and benchmarking purposes. They can help create a common understanding of how every customer should be treated across all channels of the company. Marketing teams can collaborate and identify where and how to improve the overall customer journey.


Customer journey mapping tools often have integrations with popular Customer Relationship Management (CRM) software and usability testing tools.


Top Rated Customer Journey Mapping Products

Customer Journey Mapping Products

(1-25 of 33) Sorted by Most Reviews

The list of products below is based purely on reviews (sorted from most to least). There is no paid placement and analyst opinions do not influence their rankings. Here is our Promise to Buyers to ensure information on our site is reliable, useful, and worthy of your trust.

Miro
Customer Verified
Top Rated
TRUE

Miro is an online collaborative whiteboard for cross-functional teams, boasting over 20 million product managers, project managers, Agile coaches, developers, and other team members around the world as users of Miro to collaborate, brainstorm, and visualize ideas.

Totango
Customer Verified
Top Rated
TRUE

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,…

Key Features

  • Customer profiles (235)
    83%
    8.3
  • Product usage (228)
    76%
    7.6
  • Customer health scoring (237)
    75%
    7.5
InVision Freehand

Freehand, from InVision headquartered in New York, is an online whiteboard that enables teams to plan, brainstorm, and draw together. It aims to give everyone a simple way to visually represent ideas with charts, diagrams, and drawings. Whether for mind mapping, creating a customer…

Microsoft Powerpoint

Microsoft PowerPoint is a presentation software designed to allow users to create slide-based presentations including video and images, as well as slide transitions and animations.

Figma
Customer Verified
Top Rated

Figma, headquartered in San Francisco, offers their collaborative design and prototyping application to support digital product and UI development.

Adobe XD

Adobe XD is a prototyping and UX/UI option for website and mobile application design, featuring a range of UI tools and and templates, a versatile artboard and contextual layer panels, and deep integration with Adobe's creative suite of products for fast import of objects from these…

Quadient Inspire
Customer Verified
Top Rated

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…

Glassbox
Customer Verified

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,…

Key Features

  • Responsive Design for Web Access (11)
    91%
    9.1
  • Mobile Application (11)
    91%
    9.1
  • Dashboard / Report / Visualization Interactivity on Mobile (11)
    91%
    9.1
Gliffy

Gliffy is an online diagramming tool with collaboration features from the San Francisco company of the same name, offering standalone versions of Gliffy and integrated versions for Jira and Confluence.

Piwik PRO

Piwik PRO is a privacy-oriented alternative to Google Analytics. Created in 2013, Piwik PRO Analytics Suite allows for tracking web, app, product and intranet behavior of users. The vendor states their platform ensures compliance with strict EU, US, Chinese and Russian data protection…

Pega Customer Decision Hub

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

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,…

WebEngage

WebEngage calls itself a multi-channel user engagement platform. It automates communication across a user's lifecycle and helps companies send messages via these channels: Web Messages In-app Messages Push NotificationsWeb Push Notification Email Marketing SMS MarketingFacebook…

Key Features

  • Ability to test dynamic content (6)
    76%
    7.6
  • Dynamic content (6)
    73%
    7.3
  • Email deliverability reporting (6)
    70%
    7.0
Microsoft Dynamics 365 Marketing

Microsoft Dynamics 365 Marketing is an integrated marketing management solution for marketing operation, planning, execution, and analytics across all channels—digital, social, and traditional. Capabilities include marketing resource management, multichannel campaign management, lead…

Zendesk Sunshine Conversations

Zendesk's Sunshine Conversations (formerly Smooch.io) lets users unify messages from every channel into a single conversation, and build interactive messaging experiences anywhere. Smooch was acquired by Zendesk in May 2019.

FlowMapp

FlowMapp, headquartered in Moscow aims to enable users to design exceptional UX for beautiful products, websites, and apps with an online collaborative tools.

Smaply

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…

SAP Signavio Process Transformation Suite

The SAP Signavio portfolio offers an integrated platform that helps usersto realign the organization and bring changes, with a suite of products that support business processes. The SAP Signavio portfolio offers a range of business transformation solutions to serve the emerging practice…

Insider Growth Management Platform (GMP)

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…

MoEngage

MoEngage, a small company with offices in San Francisco, Bangalore, and Calcutta, offers a push notification application for web, in-app messaging, and SMS.

UXPressia

UXPressia, from the company in San Mateo, is a customer experience platform for improving CX assets and processes from ideation to delivery, to foster CX and digital transformation.

Centralpoint

Centralpoint is a Digital Experience Platform (DXP) available either On Premise or Cloud. The vendor states it offers over 220 out of the box functions to manage the entire digital enterprise, in whole or in part, microsites, Mobile, Document Management, MDM (auto apply metadata…

Insightarc

Insightarc is an automated way to discover and learn the real customer journey and points where customers experience the issues and leave the service. Works for ecommerce and SaaS services as well as for online-to-offline journeys. Every marketer and product manager struggle with…

CXDeployer

CXDeployer is a cloud-based solution from the company in Bangalore, that helps design professionals to deploy, and transform the customer experience by creating, sharing and presenting the persona map, empathy map, business model canvas, customer journey map, ideation and manage…

Dreamdata

Dreamdata, from the company in Copenhagen, is a customer journey mapping tool that gathers, joins and cleans all revenue-related data into what are presented as transparent, actionable analysis of what drives B2B revenue.

Learn More About Customer Journey Mapping Tools

What are Customer Journey Mapping Tools?


A critical part of forming a good marketing strategy is understanding where you fit in with your customers. Finding this clarity often requires examining customer behavior and identifying customer needs. Businesses and marketing teams use customer journey analytics tools to help generate the insights and data points necessary to develop a visual model called a customer journey map.


A customer journey map is an essential analytical tool for viewing customer interactions and trends over time. It is a research-based visual representation of the series of touchpoints that customers experience with your business. In some cases, these touchpoints might already be mapped out in the form of a customer feedback loop or survey. However, when you want to see how each interaction affects other interactions at every stage, it's important to have an accurate picture of the customer journey experience.


Companies use customer journey mapping tools to map out dynamic visualizations that examine the entire customer journey. These tools help identify customers’ pain points, where they are in their buying process--and where they should be. They make it possible to explore what customers think, feel, see, and hear as well as asking "What if?" questions about possible responses. This visual representation can provide insight into behavior trends and help teams create better, more customer-centric marketing strategies.


Customer journey maps can also be used for predictive and benchmarking purposes. They can help create a common understanding of how every customer should be treated across all channels of the company. Marketing teams can collaborate and identify where and how to improve the overall customer journey.


Customer journey mapping tools often have integrations with popular Customer Relationship Management (CRM) software and usability testing tools.


Customer Journey Mapping Tools Features


Most customer journey mapping tools will offer the following features:

  • Action management

  • Auto layout

  • Collaboration tools

  • Cross-platform support

  • Data import/export

  • Design tools

  • Integrations with third-party systems

  • Image editing

  • Prototyping solutions

  • Reporting

  • Service intelligence dashboard

  • Surveys and feedback

  • Templates

  • UX/UI guideline tools

  • Wireframing



Customer Journey Mapping Tools Comparison


There are many customer journey mapping tools to consider. When shopping for solutions, you’ll want to consider how easy it is to create and edit your maps. Tools should offer easy to understand design and sharing functionality.

Other key considerations include integration needs and any limitations of the tool. For example, will you need omnichannel data integration? And will you feel restricted if the product limits how many journeys and customer personas you can create?


Pricing Information


Cost can vary widely. Some vendors offer free starter plans or free trials, while others do not provide public pricing info. Paid plans range from $20/year per user to $500/month per feature. Most companies offer premium custom pricing plans.


Related Categories

Frequently Asked Questions

What do Customer Journey Mapping Tools do?

Customer journey mapping tools allow users to create a visual representation of the entire customer journey. They help aggregate and represent key qualitative and quantitative insights about customer behavior and digital touchpoints.

What are the benefits of using Customer Journey Mapping Tools?

This type of software helps companies better understand their customer personas and pinpoint the different stages of the customer journey. By analyzing and then mapping out the customer journey, companies can identify common customer pain points and create better customer-centric experiences.

What are the best Customer Journey Mapping Tools?

The top-rated customer journey mapping tools include:

How much do Customer Journey Mapping Tools cost?

Pricing varies widely depending on the complexity of features you need. Some vendors provide free starter plans and free trials. Other options can cost up to $500/month per feature.