10 Best Customer Journey Mapping Tools In 2020

This article will help you quickly compare and evaluate the best customer journey mapping tools and other experience mapping, customer mapping, and user journey mapping software. 

So, you need to make a user journey map. You can use a simple flowchart to map out user journeys, but there are dozens more slick and sophisticated tools available. They include useful features like:

  • Diagramming tools and templates that speed up the customer journey mapping process
  • Collaboration and sharing tools to present user journey maps
  • User persona generators and the ability to build, save, and customize user personas
  • Customer feedback tools to help you modify your UX maps over time

I’ll highlight a few of the best tools, and I’ll answer common questions about customer journey mapping and the tools used in the process. 

The Best Customer Journey Mapping Tools List

Here’s a shortlist of the best journey mapping tools:

  1. A Whiteboard
  2. PowerPoint
  3. Microsoft Visio
  4. InDesign
  5. IBM Journey Designer
  6. Canvanizer
  7. Gliffy
  8. LucidChart 
  9. Omnigraffle
  10. Touchpoint

Customer Journey Mapping FAQ

Learn more about journey mapping basics below. 

What is customer journey mapping?

Customer journey mapping is the process of stepping into your customers’ shoes to understand customer personas, needs, goals, attitudes, and pain points.

What is the purpose of customer journey mapping?

The goal of customer journey mapping is to improve the customer experience and guide their interaction or transaction with your service or product by delivering what they need at every stage.  It’s also often known as experience mapping.

What is a customer journey map?

A customer journey map is a visual representation showing a customer’s experience with your brand from start to finish. Journey maps can be very simple, but they can quickly evolve into complex flows with different entry points, exit points, goals, touchpoints, persona types, and types of interactions they have with your brand. 

Customer journey maps can go by many other names, including customer experience map, user experience map or UX map, and persona map. 

Other Customer Experience Mapping Tools

Here are a few more website mapping tools to define your customer journeys: 

  1. Journifica
  2. Baghera
  3. SuiteCX
  4. Transformation.ai
  5. Simplify
  6. Woopra 
  7. Satmetrix
  8. Smaply
  9. CloudCherry
  10. UXPressia CJM 
  11. Touchpoint Dashboard
  12. CFN Insight
  13. Kitewheel Customer Journey Hub 
  14. Medallia
  15. Amperity
  16. Optimove

Customer Journey Map Service Providers

Customer journey mapping, especially at an enterprise level, can quickly grow to be very complex.

This is why this undertaking is sometimes outsourced to a specialized user experience company that manages customer journey mapping, such as Turtle or McorpCX

What’s Your Favorite User Journey Mapping Tool?

Have you tried out any of the customer experience journey tools listed above?

Let the CX Lead community in on your thoughts: What do you think works best, and why? Comment below, and stay up to the date with the latest in customer experience with The CX Lead newsletter.

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