Customer Journey Mapping Tools

What are Customer Journey Mapping tools?

Customer Journey Mapping software creates visual representations of customer behaviors, perceptions, emotions, and needs that help companies gain in-depth insight into how customers are interacting with their products and services. This process helps organizations understand how customers engage at every step of their journey with a brand, from initial contact to conversion and retention. Generally part of CX software solutions, customer journey maps are designed to provide customer insights, improve and optimize budgets and processes according to customer impact, identify customer issues or opportunities, and improve the customer experience as a whole.  

Customer journey maps include information about all the touchpoints a customer makes while interacting with a company online, including email, social media, online ads, reviews, product demonstrations, surveys, subscription renewals, and customer support. These maps can be customized to include the specific touchpoints that companies use to attract, convert, and retain customers for a holistic view of the customer journey.

Customer journey mapping capabilities are available as stand-alone solutions and are also integrated with other tools to enhance the overall customer experience. For example, customer journey mapping capabilities are typically included within Digital Experience Management (DXM) solutions, while also working in close conjunction to Customer Intelligence platforms.

Benefits of Customer Journey Mapping

The benefits of Customer Journey Mapping include the following:

  • Observe Customer Interactions with Products & Services: Customer journey mapping helps companies gather insights into actual customer behaviors and visualize customers' processes as they navigate company assets online. This increases understanding and helps organizations provide a more streamlined and positive customer experience.
  • Understand the Customer Journey Across Various Touchpoints: Customer journey mapping captures customer interactions across a variety of different touchpoints, beginning with the initial discovery of a brand through purchases and ongoing business retention. Seeing each point of the journey helps companies improve processes, products, and services with real customer interaction data.
  • Identify Customer Needs: Customer journey mapping is an important process for identifying customer needs and intent and can help highlight points in the customer journey where needs are not being met. This helps companies remove pain points or friction from the customer journey to improve the experience and drive sales and loyalty.
  • Visualize Customer Emotions to Create Empathy: Customer journey mapping helps companies empathize with their customers on a personal level and understand their preferences, emotions, and reactions along the customer journey. This humanizes customers and helps teams create processes and products that serve the needs of real people and not just avatars of typical customers.
  • Drive Sales & Increase Marketing ROI: Customer journey mapping provides deep insight into customer behavior and needs. Addressing unmet needs and improving customer experiences helps create more ROI in marketing efforts and drives overall profits for a company through increased conversions and customer retention.
  • Gain a Competitive Market Advantage: An in-depth understanding of customer journeys helps companies address customer needs to improve and innovate how customers experience their brand, giving them a competitive advantage in the market by delivering an excellent customer experience.

Top 10 Customer Journey Mapping Tools

CXone / Zendesk Suite / Zeotap / Smaply / Custellence / Adobe Experience Platform / Staircase AI / Medallia / Sprinklr / UXPressia

WH Score
8.7
CXone
33reviews
Starting Price:$135 per user / per month
CXone helps organizations of all sizes be the first choice of customers, the first to innovate, and the first choice employer. Only CXone delivers one unified experience, on one cloud native platform, fast onboarding of new employees and capabilities, with embedded AI to keep your team one step ahea...
WH Score
8.6
Zendesk Suite
388reviews
Starting Price:$49 per user / per month
Zendesk Suite is an end-to-end customer relationship platform that combines help desk, voice and CX capabilities into one powerful application. AI is a key capability at Zendesk, offering users the ability to infuse intelligent automation across a variety of areas, from customer interactions to inte...
WH Score
7.9
Qualaroo
0reviews
Starting Price:$0 per user / per month
Qualaroo is an AI-powered Customer & User Feedback platform that helps companies perform research, user targeting, sentiment analysis, and patented Nudge technology to deliver actionable insights based on user feedback. Qualaroo helps companies optimize website and app performance, increase conv...
WH Score
7.9
InMoment
0reviews
Starting Price:N/A
InMoment is an Experience Improvement (XI) platform that helps companies gather and analyze customer experience data and turn it into valuable insights, for customer experience improvements as well as data-driven decision-making. InMoment is a global leader in AI-powered XI systems and innovations a...
WH Score
7.9
Netomi
0reviews
Starting Price:N/A
Netomi is an AI Customer Experience platform that leverages conversational AI and generative AI technologies to help organizations provide personalized customer experiences and enhance omnichannel engagement. Netomi can automatically resolve 80% of common customer service questions and tasks, which ...
WH Score
7.9
cxomni
0reviews
Starting Price:N/A
cxomni is a Customer Journey Management platform that analyzes customer touchpoint data across various channels and provides companies with insights and mapping tools to help optimize the customer journey. This platform is highly collaborative, so teams can work together to create customer journey m...
WH Score
7.9
SAS Customer Intelligence 360

SAS Customer Intelligence 360

0reviews
Starting Price:N/A
SAS Customer Intelligence 360 is a Customer Intelligence platform with an embedded Customer Data Platform (CDP), Journey Creation tools, and Data Activation capabilities in one streamlined, omnichannel marketing hub. This platform is designed to help companies of all sizes make informed marketing de...
WH Score
7.9
Qualtrics
0reviews
Starting Price:N/A
Qualtrics XM is a Customer Experience Management (CXM) platform that analyzes customer interactions to provide in-depth, actionable insights that customer-facing teams can use to improve support, enhance customer experience, and increase value across the company. Qualtrics is beneficial for teams, d...
WH Score
7.9
Blueshift
0reviews
Starting Price:$0 per user / per month
Blueshift is an Intelligent Customer Engagement platform that provides companies with an integrated Customer Data Platform (CDP), customer data activation tools, and omnichannel automation capabilities to create meaningful connections throughout the customer journey. Blueshift’s user-friendly ...
WH Score
7.9
UXPressia
0reviews
Starting Price:$0 per user / per year
UXPressia is a Customer Experience Mapping & Management platform that provides tools for creating, sharing, and exporting customer journey maps, personas, and impact maps that drive business growth. The platform also provides collaboration tools so teams and stakeholders can share ideas, analyze...
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