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With so many different customer journey mapping tools available, figuring out which is the right one for you is tough. You know you want a tool to help you document your customer experiences so you can view your services from the customers' point of view, but you need to figure out which tool is best. In this post, I'll help you make your choice easier by sharing my insights on the best customer journey mapping tools to visualize your customer interactions step-by-step and gain deeper insights.

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. It's a method of visualizing touchpoints where your customers interact with your product to identify areas of potential improvement and ways to enhance user experience.

Customer journey mapping tools are software tools specifically designed for this purpose. Although you could use a simple flowchart to map out user journeys, customer journey mapping tools let you create customer journey diagrams, build and use templates, collaborate, gather feedback, and even build your user personas. Doing so will help you improve your customer understanding, enhance your user experience, and identify potential gaps in services or processes to guide future improvements.

Overviews of the 10 Best Customer Journey Mapping Software

Here’s a brief description of each customer journey mapping software with an explanation of why I included it in this top 10 list:

1

Lucidchart

Best for journey maps with built-in collaboration features and integrations

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.6
1575 reviews

7-day free trial + free plan available

From $7.95/user/month

Lucidchart is a cloud-based diagramming application that helps you visually represent processes and systems.

Why I picked Lucidchart: Used by BP, L’Oréal, and BMW, Lucidchart simplifies customer journey mapping with a large library of templates, drag-and-drop functionality across an infinite canvas, real-time collaboration, in-app chat, automatic sync and save, and more. Being a web-based app, there are no downloads or installations needed and it works on any device, browser, or operating system.

Usability and value are two of Lucidchart’s biggest strengths. The low per-month cost combined with intelligent features and an intuitive interface make it one of the easiest wireframing tools to use. Features like comments, tasks, sharing, revision history, and embedding make collaboration simpler for remote and hybrid teams.

Lucidchart Standout Features & Integrations

Features include numerous templates, automated diagrams, a drag-and-drop editor, conditional formatting, and team collaboration features like real-time co-authoring, an in-app chat, shape-specific comments, and live cursors so you can see what portions of your journey map your other team members are working on.

Integrations are available with Microsoft Office, Atlassian, Salesforce, LinkedIn Sales Navigator, Slack, Amazon Web Services (AWS), Jive, GitHub, BambooHR, Quip and more—including many apps through Zapier. Lucidchart also has free add-ons for Google Docs, Sheets, and Slides, and works perfectly with Lucid's virtual whiteboarding product, Lucidspark, to boost collaboration throughout the entirety of your workflow. 

Their free plan includes 100 templates and up to 3 editable documents. Or you can opt for their 7-day free trial to give it a test drive before you commit.

Pros

  • Offers data linking for dynamic visuals
  • User-friendly interface
  • Offers a wide range of templates

Cons

  • Lots of features creates a learning curve for beginners
2

FigJam by Figma

Best for real-time collaboration on visualizing and improving customer experiences

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.7
1032 reviews

Free plan available

From $3/user/month

FigJam is a whiteboard tool developed by Figma. It's designed to make brainstorming, ideation, and mapping out customer journeys a whole lot easier.

Why I picked FigJam: It's collaborative, interactive, and it's got this real-time element that makes it feel like you're all working in the same room, even if you're miles apart. Plus, it's super intuitive to use. You don't need to be a tech wizard to get the hang of it.

The sticky notes are a game changer. You can jot down ideas, move them around, and group them together. The drawing tools are also very handy. You can sketch out ideas, create diagrams, and even add emojis. It's a fun, visual way to map out customer journeys. And let's not forget about the live cursor tracking. You can see where everyone is on the board and what they're doing in real-time, which can save the whole team time.

FigJam Standout Features & Integrations

Features include pre-built project management templates, audio and live chat, stamp and emoji reacts, external collaborator access, calendar and timeline widgets, bitmoji avatars, music player, and mobile app.

Integrations include Figma, Microsoft Teams, Asana, Jira, Mixpanel, and Github.

Pros

  • Includes 300+ templates
  • Supports unlimited collaborators
  • Includes a mobile app

Cons

  • Could use more native integrations
3

InDesign CC

Best software for complex graphic design

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.5
3335 reviews

7-day free trial

From $31.49/month

InDesign is a page layout design software from Adobe, which means for a bit of a steep learning curve, you can unlock unlimited flexibility.

Why I picked InDesign: You can build, convert, edit, and collaborate on complex visual design projects. This robust tool has everything you need to build customer journey maps and much more, such as logo design, social media graphics, and media kits.

InDesign is a great “do anything” visual planning software that allows you to create custom size pages, insert anything from text to graphics, shapes, and stock images, and export in multiple formats, including interactive PDFs. However, if you are only looking for journey mapping, it’s likely too overbearing for your needs.

InDesign Standout Features & Integrations

Features include thousands of fonts, pen tools for freehand drawing, tables, buttons, forms, animations, and many ways to export your final product to picture and PDF formats.

Integrations can be custom-made using its APIs and SDKs. Native integrations include Pics.io, Slashdot, Canto, Brandfolder, and other software that is part of the Adobe Creative Suite.

InDesign is a great tool for diagramming if that is only one of your many graphic design needs.

Pros

  • Can be used for a wide range of design-related tasks beyond just journey mapping
  • Supports interactive PDFs
  • Well-known and respected design software

Cons

  • Could use more native integrations
  • Each individual user requires a unique license
4

Totango

Best for digital customer journey mapping

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.3
546 reviews

14-day free trial

From $249/month (2 users + 200 customer accounts)

Totango is a customer success platform that can help you manage your customer experience and map your customer journey for digital products. You can use it to track product usage and adoption and measure the success of your customer success initiatives.

Why I Picked Totango: From the platform's dashboard, you can see which features are being used and which are not. It's alert tool notifies your team when specific events occur. This can be things like changes in usage patterns, customer engagement, or other factors. This helps you track your customer journey in real-time and address churn risk factors as they happen.

The software has detailed trend analysis tools so you can see how buying and usage patterns evolve over time. This can help you spot positive or negative responses to new features, product updates, and changes to your offer. You can also get detailed information about each customer, including demographic data, usage patterns, and more, which can help you develop customer personas.

Totango Standout Features & Integrations

Features include usage tracking, customer insights, customizable health scores, proactive alerts, trend analysis, adoption tracking, customer success management, segmentation and targeting, and reporting and analytics.

Integrations include Salesforce, Hubspot, Microsoft Dynamics, Marketo, Pardot, Zendesk, Freshdesk, Google Analytics, Adobe Analytics, Stripe, Recurly, Jira, Trello, and other popular tools.

Pros

  • Successplays feature helps standardize the user experience
  • Includes customer health score tracking and analysis
  • Easy and configurable journey mapping

Cons

  • Expensive compared to other journey mapping tools
  • Logging updates on touchpoints takes many clicks
5

Smaply

Best for its support for multiple persona journey maps

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.5
11 reviews

Free plan available

From $25/user/month

Smaply is a customer journey mapping tool that helps you build journey maps, customer personas, and system maps.used by companies like Dyson, Bayer, Toyota, Ford, Verison, Whirlpool, and Amtrack.

Why I picked Smaply: It's great for quickly visualizing each customer touchpoint with their various arc and lane tools and works well for geographically dispersed teams as the interface is available in English, Spanish, and German. Additionally, to help you better understand your customer's journey, the tool lets you add images, emotions, text, and channels of communication to your maps.

Smaply helps you build journey maps for multiple personas at the same time and see them in detail, so you can make informed decisions on your different types of customers. Finally, it lets users export projects to PDF, Excel (.xlsx), or HTML.

Smaply Standout Features & Integrations

Features include lanes (dramatic arc, activity lane, separator lane, journey map info); an icon and image library; and duplicate projects, personas, stakeholder maps, and journey maps.

Integrations include custom connections using their API starting at the Enterprise plan, though Jira integration is available at the Pro level.

Smaply is free to use for three journey maps, in case you would like to give it a test run before making any purchasing decisions.

Pros

  • Single-sign on integrations are available
  • GDPR compliant and ISO certified
  • You can easily link to digital assets in an image repository

Cons

  • No free trial
  • Limited native integrations
6

Canvanizer

Best free customer journey mapping tool

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
4.3
4 reviews

Free plan available

From $25/year

Canvanizer is a free canvas software with basic business plan templates for things like 12-month plans, various blank matrices, canvas diagrams, and 4L retrospectives.

Why I picked Canvanizer: It is a software that recently developed a paid version, after being a free tool for years. While you can still access and use the free version, the paid one has more features and lets you custom-build canvases instead of only using templates. As such, you can use the whiteboard canvas to build your customer journey map from scratch. From there, the design is basic drag-and-drop. You can export all designs to PDF, PNG, text, CSV, or slideshow.

Canvanizer Standout Features & Integrations

Features include a timer, templates, PDF and PNG export, history logs that allow you to edit at a specific time, shared access to files, filters, and links to publicly share a read-only version and an admin version of your work.

Integrations are not available at the moment.

Canvanizer 2.0 is currently not active as a monthly subscription model, which is why you only need to pay a one-time fee to access the software for a full year.

Pros

  • Canvas history feature keeps a timeline of changes
  • Also available in Spanish, French, Italian, Dutch & Polish
  • Offers numerous templates, including a customer journey canvas

Cons

  • Limited customer support
  • No native integrations
7

Reveall

Best for joining journey mapping and product prioritization

This is an aggregated rating for this tool including ratings from Crozdesk users and ratings from other sites.
3.5
1 review

14-day free trial

From $24/month

Reveall is a product discovery platform that allows you to map customer journeys to know how your client experiences different aspects of your product.

Why I picked Reveall: It is a journey mapping tool that helps product and UX teams become more customer-led by making it easy to turn customer insights into clear product decisions. With Reveall you can bring together user research, journey mapping, and product prioritization.

It’s more than just a repository or journey mapping tool—Reveall can centralize data in one place, analyze findings by collaborating on tags and journeys, and plan and prioritize your product roadmap. You can also import any data directly into Reveall via multiple integrations and transcribe customer interviews in multiple languages.

Reveall Standout Features & Integrations

Features include a drag-and-drop interface, insights and data point libraries, color-coding on cards to depict customer emotions, and the possibility to add external links and text to your maps.

Integrations include tools like Slack, HubSpot, Google Drive, Zoom, Airtable, and Zendesk among others. Connect Reveall with 5000+ more apps with Zapier.

As you can see, Reveall is more than just customer journey maps. It's a complete product discovery platform that lets you centralize insights, prioritize opportunities, and validate solutions.

Pros

  • Supports side-by-side comparisons for ideas and features
  • Includes tools to help track ideas for new features or related products
  • Intuitive user interface

Cons

  • Dedicated Customer Success Manager not available in Starter plan
  • Data limits on Starter plan
8

A Whiteboard

Best for low-tech offices who don’t use SaaS

Whatever post-its and markers cost

Tried and true: the trusty whiteboard! A whiteboard can be used to plot customer journey maps. Many offices have one installed somewhere and they make a great starting point for brainstorming and first drafts.

Whiteboards are visual, flexible, and great for engaging meetings where team members aren’t glued to a screen. Whiteboards are a quick, reliable, non-technical way to build out a visual paradigm for any customer journey. Whiteboards range in size, quality, and cost. And don't forget to invest in several colors of sticky notes to make your journey mapping even more fun!

You can find them on Amazon for around $30-60.

Pros

  • Good for in-person meetings
  • Very low cost
  • Literally no learning curve at all

Cons

  • You'll eventually have to clean the whiteboard
  • No ability to save your work (though you could snap a photo)
9

Gliffy

Best customer journey map for its Confluence integration

14-day free trial

From $10/user/month

Gliffy is a diagramming software and team collaboration tool that is free for small teams in Confluence and Jira.

Why I picked Gliffy: As the only interactive diagram maker within Confluence, I thought I would add this tool to give you exposure to itf you already use this project management platform. However, if you don't use Confluence, you can still get the standalone online version of the software.

Gliffy can be used for flowcharts, wireframes, and (you guessed it) customer journey maps. It has a drag-and-drop interface that lets you build diagrams fast. Additionally, I like that the side pane has a section called 'most used' where it stores all the shapes you have recently used.

All editing options for elements within the whiteboard can be accessed by clicking once on the shape or form, and layers can be controlled using the top menu. Finally, the bottom left of the screen has a button that lets you access more shapes, where you can import shapes from companies like Cisco, Apple, Google, Twitter, and other types of diagrams too.

Gliffy Standout Features & Integrations

Features include custom shapes, images, text, templates, a drag-and-drop interface, project templates, sharing via URL or embedding, collaborative editing, tracked changes, and import/export options.

Integrations include Slack, monday.com, Basecamp, WordPress, Trello, teamwork.com, HipChat, Confluence, Google Drive, and Jira.

Gliffy is free for small teams within Confluence and Jira. Make sure to check out their special pricing if you want to get the tool from the Atlassian Marketplace.

Pros

  • Easy-to-use drag-and-drop drawing tools
  • Unlimited diagramming
  • Works on Windows and MacOSX

Cons

  • SSO capabilities are limited to the Enterprise plan
  • Customer support is limited to business hours in the EST time zone
10

Omnigraffle

Best journey mapping tool for MacOS

14-day free trial

From $12.49/user/month

OmniGraffle is a visual communication software for MacOS to make PRO diagrams and helps professionals who need to organize or communicate visually.

Why I picked OmniGraffle: They have a library of stencils, templates, and icons to get you started. If you are brave and with a steady hand, you can try drawing using the pen tool. It also supports the Apple Pencil for even faster freehand diagramming. Basically, all the elements you need to build a customer journey map can be personalized to reflect your customer's experience.

OmniGraffle has advanced graphics features, like a rubber stamp for rapid copy-pasting and a layers tab for element grouping. Also, its projects can be exported to PNG, JPG, GIF, BMP, TIFF, PDF, EPS, and PSD. Finally, you can get this software in two ways, using their subscription plan or buying traditional licenses. Your choice.

OmniGraffle Standout Features & Integrations

Features include multi-layer support, infinite canvas, an extensive shape library, templates, style customization, magnets to connect shapes, and a selection tab to help you bulk edit or select items on your canvas.

Integrations include 1Password and the files app in iOS 11 and later.

Although this tool does not have an extensive knowledge base, you can find a guide on how to use the software on their website, and it also has a great customer service team if you need any troubleshooting.

Pros

  • Available as a monthly subscription or a standard license (one-time payment)
  • Customer support is available by email, phone, or on a dedicated Slack channel
  • Lots of training materials available online

Cons

  • Limited team collaboration features
  • Not available on Windows devices
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Other Customer Experience Mapping Tools

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

  1. Microsoft PowerPoint

    Best for easy access and adoption

  2. Churn360

    Best for tracking the customer journey and improving retention

  3. Medallia

    Best employee experience (EX) mapping software

  4. Woopra

    Best software for journey analytics reporting and web analytics

  5. Custellence

    Best tool for mapping empathy curve lanes

  6. NICE Satmetrix

    Best AI-driven customer journey mapping software

  7. SuiteCX

    Bets software for quick CX assessment to identify pain points

  8. Optimove

    Best AI bot for parsing large amounts of campaign data

  9. CFN Insight

    Best for their customer engagement Score Card tool

  10. Journifica

    Best for incorporating user research questions/answers

  11. Quadient Customer Journey Mapping

    Best for complex stakeholder communications

  12. Salesforce Pardot

    Best B2B customer journey mapping software

  13. CloudCherry

    Best software for mapping micro-journeys (social media interaction, for example)

  14. Simplify

    Best for collating a broad assortment of customer satisfaction feedback

  15. Baghera

    Best smart persona mapping with psychological profiles

  16. Transformation.ai

    Best customer journey mapping tool for cloning, mapping, and reusing touchpoints

  17. Microsoft Visio

    Best for those who are already in the Microsoft ecosystem

  18. UXPressia CJM

    Best software for high-quality map exports with custom branding

  19. Amperity

    Best software for breaking down heavily siloed customer data

  20. Kitewheel Customer Journey Hub

    Best software for integrating customer journey maps with marketing and sales

Selection Criteria for Customer Journey Mapping Tools

I began this process by researching popular tools in the market that are best for journey mapping. Then, I compared each tool against the rest of my long list using the following key criteria:

Core Functionalities

For a software system to land a spot in my top 10 choices, it needed to fulfill these basic feature requirements first:

  • A basic visual canvas or framework to plot different stages of the customer journey
  • Diagramming tools to help you easily visualize different aspects and touchpoints of the customer journey

I then used the following additional criteria to make my very final selections:

User Interface

First, I looked at each SaaS tool's user interface (UI) in detail. Getting a tool that is clean and intuitive is important if you'll use it every day. That's why I chose tools that present customer data in a friendly, accessible way.

Usability

Then, I evaluated each system's usability. For this criterion, I looked at the available support to learn and master the tool. I'm talking about knowledge bases, training videos, and customer support — plus bonus points for any features that'll help you gain insight based on your customer data.

Software Integrations

I’ve provided information on pre-built integrations, third-party connections, and available APIs for custom solutions. Key integrations I looked for were customer relationship management (CRM) systems, agile project management and roadmap tools like Jira and Asana, and communication tools like Slack and Microsoft Teams.

Pricing

Finally, I looked at the pricing plans and related information to see if the tool offers a good return on your investment for the price. I've also noted whether any free trials, free plans, and free demos are available too. If you can get your hands on any sort of free version to test the water first, I highly recommend doing so before you commit to a contract.

Other Key Features

In addition to the basic items above, I also assessed these additional features to make my final selections for this list:

  • Touchpoint mapping tools: This includes tools to identify and map different points of interaction between your customer and your product.
  • Customer personas: The best journey mapping tools include tools to help you create and define different customer profiles that represent your target audience. Doing so will help you understand the customer needs, motivations, and buying behaviors behind each customer segment.
  • Collaboration tools: Since you shouldn't be designing your customer journey map in a silo, team collaboration tools are important to consider. Key features I looked for include real-time sharing and feedback tools, in-app chats, and mark-up tools.
  • Templates: I gave bonus points to any system that included customer journey map templates since they'll allow you to get down to business way faster than starting from scratch.
  • Data exporting tools: The final format of your customer journey map is also important to consider. I selected software with user-friendly exporting options such as PDF, PowerPoint, or image files that you can use to easily present your journey map to a larger group.

Customer Journey Mapping Tools FAQs

Do you have questions about the customer journey mapping process? These answers to frequently asked questions are a good place to start!

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. It can be a complete buyer’s journey or one part of the customer experience, such as with a website customer journey map. Journey maps can be very simple, but they can quickly evolve into complex flowcharts 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 a customer experience map, user experience map (UX map), or a customer persona map. This comprehensive list contains the best customer experience mapping tools on the market today

What is the purpose of customer journey mapping?

The goal of customer journey mapping is to understand and improve the customer experience. It outlines the steps people take to go from prospects to paying customers to brand promoters. This information helps you build a better customer experience, improving customer satisfaction and retention rates.

Here are some examples of how you can use your customer journey map:

  • Align team members around core customer success factors and pain points.
  • Create a customer experience management strategy, and get buy-in from stakeholders.
  • Discover the most important metrics to track across each stage of the customer lifecycle.
  • Implement smart automation to reduce team members’ manual workloads.
  • Inform your CX team’s brainstorming and project planning sessions.
  • Contribute customer insights to product prototyping and development.

For a more in-depth analysis, read this article covering the key benefits of customer journey mapping.

How do you make a customer journey map?

There are many ways to create your customer journey map, whether using a freeform drawing tool or a more structured drag-and-drop software interface. Your method will depend on your business model, product type, and industry, among other factors.

For example, if you’re a fully-online brand you’ll have a digital customer journey map, while in-person experiences can be mapped where relevant. But here are some simple guidelines to follow:

  1. Track how customers discover, purchase, and use your products or services. You can use web analytics tools like Google Analytics and website heatmaps to understand your web traffic and conversion rates. You can also add a simple how did you discover [brand name]?’ question to your sign-up form.
  2. Collect customer feedback and conduct user research to understand how people learn to use your products, their favorite features, and things that cause friction or that they wish were included. This can be done with a customer experience survey or using product testing software.
  3. Analyze your customer churn and offboarding experience, too. It’s important to understand what drives customer engagement, but it’s as important to understand the keys to customer retention.
  4. Map it out! You can use a whiteboard, sticky notes, wireframing tool, or flowchart builder to outline your user journey. This can include stages like product discovery, purchase and onboarding, adoption and success, and offboarding or churn.

Some common customer journey mapping mistakes teams make are relying on unverified sources and taking their journey map as their single source of truth. Keep in mind that there are so many factors you might not be able to track, and get curious and creative on how to collect more authentic feedback. For example, you might consider looking to social media or online forums to see how people talk about your products.

What are the 7 customer journey stages?

The 7 stages of the customer journey are:

  1. Out-of-Market Stage: Customers in your target audience realize they have a problem.
  2. Trigger Stage: They realize something needs to change.
  3. Initial Brand Consideration Stage: They establish an initial list of brands that may be able to fulfill their needs.
  4. Active Evaluation Stage: They begin to evaluate each solution’s pros and cons.
  5. Purchase Decision Stage: They finally choose a product or service! (Hopefully yours!)
  6. Experience Stage: They experience your product or service and become familiar with it.
  7. Loyalty Stage: They develop an affinity for your product or service, and your team nurtures their loyalty.

To take things one step further, here’s more detailed advice on each customer journey stage and how to map them.

What features should I look for when selecting customer journey mapping tools?

When selecting a customer mapping app, look for the following features:

  • Lead-nurturing path templates
  • Major and minor customer touchpoints
  • Onstage/offstage map points
  • New customer base development
  • Templates for user path shape
  • Emotions and motivations

Wondering whether you need a user journey map or a service blueprint? We’ve got you covered! Take a closer look at Service Blueprint vs Journey Map for a more detailed comparison.

How can I calculate the ROI of using a customer journey mapping tool?

To demonstrate how much return on investment (ROI) your customer journey mapping tool provides, you need to show how it ads value, either by increasing revenue or through cost savings. You can do that easily by examining key metrics pre- and post-implementation of your customer journey mapping tool.

Here are several strategies you can use to demonstrate this:

  • Define objectives and key performance indicators (KPIs): Establish clear goals and related KPIs for what you hope to achieve by implementing your new customer journey mapping tool. Your objective could be as simple as improving customer satisfaction or reducing your churn rates. To measure that, your KPIs could be your NPS (net promoter score) or CSAT (customer satisfaction score), or your customer retention rate over time.
  • Calculate cost savings: Evaluate how the software has helped you optimize your processes, improve efficiency, and reduce manual effort. Then, calculate the cost savings resulting from these improvements.
  • Measure revenue impact: Determine if key metrics like your customer conversion rates, upselling, and cross-selling opportunities have gone up or down since implementation. If they have gone up, the additional revenue generated can be attributed to the improved customer experience you’ve created.
  • Gather qualitative feedback: Survey your customers and employees to ask for feedback on the changes you’ve made since implementing the tool. Use this feedback to supplement quantitative data for a more holistic view of the tool’s impact.

To help you get the most out of your customer journey data, take a quick scroll through our simplified guide to customer journey analytics.

Can an external party handle my customer journey mapping?

Customer journey mapping, especially at an enterprise level, can quickly grow to be very complex. That’s why this undertaking is sometimes outsourced to a specialized user experience company that manages customer journey mapping on your behalf.

Here are a few examples of customer journey mapping service providers:

  • Customer Experience Group – 4 cooperative agencies covering all major aspects of CX
  • McorpCX –  Customer research and journey mapping paired with CX learning modules
  • Appnovation – Devise bespoke touch point strategies and optimize content messaging
  • Vertic – Customer experience agency with marketing-as-a-service (MaaS) products
  • TCXA – Strategy, brand, technology, and marketing tools with a main focus on CX
  • PH1 – Audits, journey mapping, persona development, and Design Thinking workshops

With customer expectations always changing, staying on top of the latest trends in customer journey mapping is crucial. Here are four emerging trends that address the most pressing pain points of CX professionals to help you improve your customer experience:

1. Improved Customer Feedback Analytics

Customer journey mapping tools are beginning to incorporate more advanced analytics to help you source and analyze high-quality customer feedback. Gathering this type of data allows for a more nuanced understanding of the customer journey, helping you create new strategies that will resonate with your customers.

2. Advanced Reporting to Demonstrate ROI

Cutting-edge customer journey mapping tools make it easier to prove their own value thanks to enhanced reporting features. Many can be configured to track specific metrics that demonstrate positive business impacts as a result of the journey mapping activities. Key metrics to track include customer satisfaction rates, churn rates, or increasing customer lifetime value scores.

3. Data Integration with your CX Tool Stack

To create an effective customer journey map, it must be data-driven. By integrating with the other tools you're already using, you'll be able to analyze your customer journeys more efficiently, saving time and resources.

4. Integrated Employee Experience Features

Another exciting trend in many CX tools is the integration of employee experience (EX) features. This trend recognizes the fact that empowered and satisfied employees contribute significantly to delivering top-notch customer experiences. By giving employees the opportunity to provide feedback and offer additional insights regarding your customer journey maps, you'll end up with a more holistic user journey map at the end of the process.

By investing in a modern customer journey mapping tool, like the ones in this review, you'll be able to capitalize on these modern trends to create more intelligent and holistic customer journey maps. These tools will help you document the dynamic needs and expectations your customers have so you can craft enhanced user experiences around those needs, leading to better business outcomes.

For more forward-thinking, data-driven CX suggestions, take a look at these 30 data points that predict the future of customer experience.

Other Resources for Top-Notch Customer Journey Mapping

With your customer journey already top of mind, here are some links to our other related resources written by our industry experts:

Other Software Reviews

With improving your customer experience already top of mind, you may find value in these other types of CX-focused software too - take a look!

Find the Best Customer Journey Mapping Tool for Your Team

Having an understanding of customer behavior and customer pain points makes it easier for your team to develop new initiatives that will increase conversion rates and enhance the customer experience overall.

The platforms on this list offer analytics tools, visual representation of the user journey, automated workflows, buyer persona profiles, and impact maps featuring invaluable information about how your customers are currently interacting with your product.

Lastly, sign up for our newsletter to stay up-to-date on all the latest trends and insights in customer experience from leading industry experts.