Customer Journey Mapping Tools

Best Customer Journey Mapping Tools include:

UXPressia.

Customer Journey Mapping Tools Overview

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.


Customer Journey Mapping Products

(1-18 of 18) Sorted by Most Reviews

Totango

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 (205)
    81%
    8.1
  • Customer health scoring (207)
    74%
    7.4
  • Product usage (199)
    73%
    7.3
Miro

Miro

Customer Verified

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.

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.

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…

Figma

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

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.

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…

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…

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…

INSIDE

INSIDE by Powerfront is a customer engagement tool built around live chat and site visitor behavior monitoring.

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…

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…

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.

FlowMapp

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

CINNOX

CINNOX is a SaaS platform designed to elevate customer and staff experiences with omnichannel engagement and analytics solutions. It helps businesses to CONNECT, ORCHESTRATE, and EVALUATE all of their customers’ conversational interactions in order to deliver seamless humanised customer…

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.

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.