The global customer journey mapping software market revenue was around US$ 10.7 billion in 2022 and is estimated to reach US$ 41.6 billion by 2031, growing at a compound annual growth rate (CAGR) of 16.3% during the forecast period from 2023 to 2031.
Customer journey mapping software is the method of generating a visual map of all the touchpoints throughout a customer’s journey, such as the customer’s objectives, expectations, and interactions. This description is mapped out from the beginning of a customer’s experience with your brand (i.e., primary discovery) to retention and purchase. Customer journey mapping software assists businesses in understanding a customer’s full experience using effective and dynamic visualizations.
Market Driving Factors
Growing adoption of journey mapping software will propel the market growth. This is due to the surge in demand for lead conversion amongst enterprises' points of interaction among customers and businesses needs to be increased. In addition, by using customer journey mapping software, businesses will be able to raise their conversion rates and profits, which will help the market.
Advancements in digitalization are estimated to boost the market growth. The advancement in digital technology has led businesses to review their business model around their clients, the rate of adoption of smart devices has grown over the years and the customer experience model is also transforming. In addition, companies are adopting digital technologies to stay ahead of their competitors. Digital transformation will force companies to discover solutions that will alter their business instead of the old ways of working.
Difficulty in measurement of customer experience return on investment (ROI) hampers the market growth.
Regional Analysis
Asia Pacific is expected to dominate the market. This is due to the increasing adoption of customer journey mapping software and the surge in awareness for improving customer experience in key countries, such as India, China, and Japan. In addition, the commercialization of Artificial Intelligence (AI) and Machine Learning (ML) technology, has increased to raise the customer data and the requirement for further advancements to leverage its advantages to the maximum. Thus, these elements fuel the market growth in the region.
Segmentation Insights
Offering Insight
The cloud-based segment is predicted to dominate the market. This is due to the surge in adoption of cloud-based software. It assists businesses in accomplishing cross-channel communication with their clients, enabling them to send details via text messages, emails, in-app, push alerts, and web notifications, as well as on-site warnings. It can also be utilized to share offline and online reviews and feedback reports with clients.
Organization Size Insight
Large sized companies segment dominate the market over the forecast period. The customer experience journey mapping software aids large enterprises in understanding a consumer’s full experience using effective visualizations. It also assists to enhance and intensify the full customer experience by developing a visualization of every client touchpoint.
Prominent Companies
Segmentation Outline
The global customer journey mapping software market segmentation focuses on Offering, Organization Size, End User, Platform, and Region.
By Offering
By Organization Size
By End User
By Platform
By Region
[TABLE OF CONTENTS]
1 INTRODUCTION OF GLOBAL CUSTOMER JOURNEY MAPPING SOFTWARE MARKET
1.1 OVERVIEW OF THE MARKET
1.2 SCOPE OF REPORT
1.3 ASSUMPTIONS
2 EXECUTIVE SUMMARY: CUSTOMER JOURNEY MAPPING SOFTWARE MARKET
3 RESEARCH METHODOLOGY
3.1 DATA MINING
3.2 VALIDATION
3.3 PRIMARY INTERVIEWS
3.4 LIST OF DATA SOURCES
3.5 ANALYST TOOLS AND MODELS
4 GLOBAL CUSTOMER JOURNEY MAPPING SOFTWARE MARKET OUTLOOK
4.1 OVERVIEW
4.2 MARKET DYNAMICS AND TRENDS
4.2.1 DRIVERS
4.2.2 RESTRAINTS
4.2.3 OPPORTUNITIES
4.3 PORTERS FIVE FORCE ANALYSIS
4.4 VALUE CHAIN ANALYSIS
4.5 MARKET GROWTH AND OUTLOOK
4.5.1 PRICE TREND ANALYSIS
4.5.2 OPPORTUNITY SHARE
5 GLOBAL CUSTOMER JOURNEY MAPPING SOFTWARE MARKET, BY OFFERING
5.1 OVERVIEW
5.2 SOLUTIONS
5.2.1 CLOUD
5.2.2 ON-PREMISE
5.3 SERVICES
6 GLOBAL CUSTOMER JOURNEY MAPPING SOFTWARE MARKET, BY ORGANIZATION SIZE
6.1 OVERVIEW
6.2 SMALL AND MEDIUM ENTERPRISES
6.3 LARGE ENTERPRISES
7 GLOBAL CUSTOMER JOURNEY MAPPING SOFTWARE MARKET, BY END USER
7.1 OVERVIEW
7.2 BFSI
7.3 RETAIL AND CONSUMER GOODS
7.4 MEDIA AND ENTERTAINMENT
7.5 HEALTHCARE AND PHARMACEUTICAL
7.6 AUTOMOTIVE
7.7 IT AND TELECOMMUNICATION
7.8 TRAVEL AND HOSPITALITY
7.9 EDUCATION
7.10 OTHERS
8 GLOBAL CUSTOMER JOURNEY MAPPING SOFTWARE MARKET, BY SOLUTION
8.1 OVERVIEW
8.2 SATCOM (SATELLITE COMMUNICATION)
8.3 VHF (VERY HIGH FREQUENCY) AND UHF (ULTRA-HIGH FREQUENCY)
8.4 HF (HIGH FREQUENCY) AND MF (MEDIUM FREQUENCY)
9 GLOBAL CUSTOMER JOURNEY MAPPING SOFTWARE MARKET, BY GEOGRAPHY
9.1 OVERVIEW
9.2 NORTH AMERICA
9.2.1 NORTH AMERICA MARKET SNAPSHOT
9.2.2 U.S.
9.2.3 CANADA
9.2.4 MEXICO
9.3 EUROPE
9.3.1 EUROPE MARKET SNAPSHOT
9.3.2 WESTERN EUROPE
9.3.2.1 THE UK
9.3.2.2 GERMANY
9.3.2.3 FRANCE
9.3.2.4 ITALY
9.3.2.5 SPAIN
9.3.2.6 REST OF WESTERN EUROPE
9.3.3 EASTERN EUROPE
9.3.3.1 POLAND
9.3.3.2 RUSSIA
9.3.3.3 REST OF EASTERN EUROPE
9.4 ASIA PACIFIC
9.4.1 ASIA PACIFIC MARKET SNAPSHOT
9.4.2 CHINA
9.4.3 JAPAN
9.4.4 INDIA
9.4.5 AUSTRALIA & NEW ZEALAND
9.4.6 ASEAN
9.4.7 REST OF ASIA PACIFIC
9.5 MIDDLE EAST & AFRICA
9.5.1 MIDDLE EAST & AFRICA MARKET SNAPSHOT
9.5.2 UAE
9.5.3 SAUDI ARABIA
9.5.4 SOUTH AFRICA
9.5.5 REST OF MEA
9.6 SOUTH AMERICA
9.6.1 SOUTH AMERICA MARKET SNAPSHOT
9.6.2 BRAZIL
9.6.3 ARGENTINA
9.6.4 REST OF SOUTH AMERICA
10 GLOBAL CUSTOMER JOURNEY MAPPING SOFTWARE MARKET COMPETITIVE LANDSCAPE
10.1 OVERVIEW
10.2 COMPANY MARKET RANKING
10.3 KEY DEVELOPMENT STRATEGIES
10.4 COMPETITIVE DASHBOARD
10.5 PRODUCT MAPPING
10.6 TOP PLAYER POSITIONING, 2022
10.7 COMPETITIVE HEATMAP
10.8 TOP WINNING STRATEGIES
11 COMPANY PROFILES
11.1 MICROSOFT
11.1.1 OVERVIEW
11.1.2 FINANCIAL PERFORMANCE
11.1.3 PRODUCT OUTLOOK
11.1.4 KEY DEVELOPMENTS
11.1.5 KEY STRATEGIC MOVES AND DEVELOPMENTS
11.2 GLIFFY
11.2.1 OVERVIEW
11.2.2 FINANCIAL PERFORMANCE
11.2.3 PRODUCT OUTLOOK
11.2.4 KEY DEVELOPMENTS
11.2.5 KEY STRATEGIC MOVES AND DEVELOPMENTS
11.3 CANVANIZER
11.3.1 OVERVIEW
11.3.2 FINANCIAL PERFORMANCE
11.3.3 PRODUCT OUTLOOK
11.3.4 KEY DEVELOPMENTS
11.3.5 KEY STRATEGIC MOVES AND DEVELOPMENTS
11.4 XMIND
11.4.1 OVERVIEW
11.4.2 FINANCIAL PERFORMANCE
11.4.3 PRODUCT OUTLOOK
11.4.4 KEY DEVELOPMENTS
11.4.5 KEY STRATEGIC MOVES AND DEVELOPMENTS
11.5 OMNIGRAFFLE
11.5.1 OVERVIEW
11.5.2 FINANCIAL PERFORMANCE
11.5.3 PRODUCT OUTLOOK
11.5.4 KEY DEVELOPMENTS
11.5.5 KEY STRATEGIC MOVES AND DEVELOPMENTS
11.6 SMAPLY
11.6.1 OVERVIEW
11.6.2 FINANCIAL PERFORMANCE
11.6.3 PRODUCT OUTLOOK
11.6.4 KEY DEVELOPMENTS
11.6.5 KEY STRATEGIC MOVES AND DEVELOPMENTS
11.7 TOUCHPOINT
11.7.1 OVERVIEW
11.7.2 FINANCIAL PERFORMANCE
11.7.3 PRODUCT OUTLOOK
11.7.4 KEY DEVELOPMENTS
11.7.5 KEY STRATEGIC MOVES AND DEVELOPMENTS
11.8. IBM
11.8.1 OVERVIEW
11.8.2 FINANCIAL PERFORMANCE
11.8.3 PRODUCT OUTLOOK
11.8.4 KEY DEVELOPMENTS
11.8.5 KEY STRATEGIC MOVES AND DEVELOPMENTS
11.9 SMARTLOOK
11.9.1 OVERVIEW
11.9.2 FINANCIAL PERFORMANCE
11.9.3 PRODUCT OUTLOOK
11.9.4 KEY DEVELOPMENTS
11.9.5 KEY STRATEGIC MOVES AND DEVELOPMENTS
11.10 UXPRESSIA
11.10.1 OVERVIEW
11.10.2 FINANCIAL PERFORMANCE
11.10.3 PRODUCT OUTLOOK
11.10.4 KEY DEVELOPMENTS
11.10.5 KEY STRATEGIC MOVES AND DEVELOPMENTS
11.11 PIWIK PRO
11.11.1 OVERVIEW
11.11.2 FINANCIAL PERFORMANCE
11.11.3 PRODUCT OUTLOOK
11.11.4 KEY DEVELOPMENTS
11.11.5 KEY STRATEGIC MOVES AND DEVELOPMENTS
11.12 CUSTELLENCE
11.12.1 OVERVIEW
11.12.2 FINANCIAL PERFORMANCE
11.12.3 PRODUCT OUTLOOK
11.12.4 KEY DEVELOPMENTS
11.12.5 KEY STRATEGIC MOVES AND DEVELOPMENTS
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