Customer Journey Mapping Software Market Size, Share Global Analysis Report, 2024 – 2032

Industry Insights

[226+ Pages Report] According to Facts & Factors, the global customer journey mapping software market size was valued at USD 597.99 million in 2023 and is predicted to surpass USD 2,971.70 million by the end of 2032. The customer journey mapping software industry is expected to grow by a CAGR of 19.50% between 2024 and 2032.

Market Overview

Customer journey mapping software helps businesses understand customers’ journeys through their interaction with their products and services. It helps them outline the customer journey from scratch. The software helps businesses with different touch point analyses by unveiling the pain points and areas of fractions in their products.

Also, it pulls out data from different sets to help businesses with real-time interactions. These tools also help businesses collaborate with their customers throughout their journey in real-time on the basis of feedback, thereby improving sales revenue.

Key Insights

• As per the analysis shared by our research analyst, the global customer journey mapping software market size is estimated to grow annually at a CAGR of around 19.50% over the forecast period (2024-2032).
• In terms of revenue, the global customer journey mapping software market size was valued at around USD 597.99 million in 2023 and is projected to reach USD 2,971.70 million by 2032.
• Increasing inclination towards customer-centric strategies is driving the growth of the global customer journey mapping software market.
• Based on the industry verticals, the BFSI segment is growing at a high rate and is projected to dominate the global market.
• Based on deployment models, the large enterprises segment is anticipated to grow with the highest CAGR in the global market.
• Based on the deployment models, the cloud segment is projected to swipe the largest market share.
• Based on touch points, the website segment is expected to dominate the global market.
• Based on functionalities, the mapping & visualization tools segment is anticipated to witness significant developments in the global market.
• Based on region, North America is expected to dominate the global market during the forecast period.

Growth Drivers

• Increasing inclination towards customer-centric strategies is driving the growth of the global market.

Organizations are emphasizing offering personalized customer experience, customer loyalty, and increased sales. Customer journey mapping software helps organizations manage every touch point, which helps them lower the churn rate and increase customer retention rate.

The rising shift towards digital platforms for everything ranging from shopping to booking tickets is also encouraging businesses to adopt customer journey software to track and optimize multiple channels like social media, websites, mobile apps, and many others. The growth of e-commerce and online retail is another crucial factor positively impacting the growth of the industry. Businesses in the retail sector are inclining more towards this software to understand the customer journey, starting from purchase to post-purchase behavior.

Therefore, all these factors are likely to contribute immensely towards the growth of the global customer journey mapping software market. For instance, Adobe Systems Inc. launched a unique feature in its customer analytics journey tool under its Experience Cloud in 2022. This tool is expected to offer real-time data during the customer journey.

Restraints

• Complexity in managing multiple touchpoints is expected to hinder the growth of the global market.

Mapping customer journeys across different platforms is complex, particularly for companies working across different regions. Customer journey mapping practices do not have any standardization which is also likely to negatively affect the quality of the output. Therefore, it is expected to hamper the growth of the customer journey mapping software industry.

Opportunities

• Integration of AI and ML is expected to foster opportunities in the global market.

Integration of ML and AI into the journey mapping software helps businesses with advanced analytics, which is proven to optimize customer experience and decision-making capabilities. It offers real-time customer insights, predictive analytics, and automated mapping. The growing adoption of cloud-based software solutions is also likely to widen the scope of the industry. Cloud solutions are preferred because they offer flexibility and real-time collaboration.

However, the use of such software in different sectors like healthcare, retail banking, and telecom is further expected to strengthen the growth of the global customer journey mapping software market in the coming years. For instance, Accenture said it would take over GemSeek consulting in 2024. However, there is no disclosure of the deal amount. Around 170 employees of GemSeek will be joining Accenture.

Challenges

• Resistance to change is a big challenge in the global market.

Many businesses are reluctant to shift to advanced software like customer journey mapping, which is a big challenge in the customer journey mapping software industry. Organizational employees are also reluctant to adopt new technologies because of the changing culture and business processes. Limited awareness among organizations regarding the results of this software is also likely to slow down the growth of the industry.

Segmentation Analysis

The global customer journey mapping software market can be segmented into industry verticals, deployment models, touchpoints, functionalities, and regions.

On the basis of industry verticals, the market can be segmented into hospitality, retail & e-commerce, healthcare, BFSI, and others. The BFSI segment will account for the largest share of the customer journey mapping software industry during the forecast period. The BFSI sector deals with many touch points like mobile applications, online banking, brand services, customer support, and many others.

Therefore, there is a high demand for customer journey mapping software in the marketplace. Financial institutions utilize this software to offer personalized experiences to the customer on the basis of their behavioral preferences. This tool is expected to improve the overall customer engagement rate and satisfaction level, which will help these institutions maintain their reputation in the market.

Also, the BFSI sector is under strict regulatory requirements, which is another region likely to further support the growth of the segment. BFSI companies need to be transparent and consistent in their customer interactions; and therefore, this software helps them adhere to compliance regulations. The BFSI sector is undergoing rapid digital transformation; and therefore, to track the online banking experience, these services are crucial.

On the basis of deployment models, the market can be segmented into on-premises and cloud. Cloud segment is likely to dominate the global customer journey mapping software market during the forecast period. Cloud solutions are more scalable and help organizations expand their capabilities as they grow. Cloud solutions are more cost-effective as they do not require any investments in the infrastructure.

However, the rising trend of remote work models is expected to further widen the scope of the segment. Such flexibility of cloud solutions helps businesses access these mapping tools from remote locations. Cloud-based solutions can easily be deployed rapidly as compared to other available options. Cloud platforms offer real-time updates, which is important for many businesses to make the right decisions.

On the basis of touch point, the market can be segmented into mobile, email, social media, websites, and others. Websites are the fastest-growing segment in the customer journey mapping software industry. Every business across the globe is undergoing digital transformation. Website has become a primary touch point for customers for everything like transactions, product discovery, engagement, and many others, which is a major factor for the high growth rate of the segment.

Companies utilize mapping software to predict the behavior of the customers and accordingly offer them required analyses. The fast-growing e-commerce sector is further widening the scope of the segment. This software helps optimize the customer journey, increase the conversion rate, and lower the churn rate. Businesses are using this mapping software to personalize their customer experience and achieve a high consumer retention rate.

Mobile first approach is another major factor propelling the demand for this software in the market. Such software helps in unveiling the friction point during the mobile experience of the customers, which will help businesses improve their user interface and engagement content.

On the basis of functionality, the market can be segmented into integration tools, analysis & reporting tools, and mapping & visualization tools. Mapping and visualization tool segment is likely to witness significant development in the coming years. The rising interest of people in improving customer experience is the primary factor for the high growth rate of the segment. Mapping and visualization tools help businesses understand visual maps of the customer journey which is crucial to understand the pain points and scope of improvement in the process.

However, the integration of machine learning and artificial intelligence with mapping and visualization software is further expected to boost their capabilities manifolds. These tools are designed to process bulk data and offer real-time insights. Collaboration of mapping and visualization tools with other advanced affairs like CRM systems and marketing automation platforms will help businesses with a more holistic view of their customer journey.

Report Scope

Regional Analysis

• North America to dominate the global market during the forecast period.

North America will account for the largest share of the global customer journey mapping software market during the forecast period. Businesses in the region are more inclined towards improving their customer experience, which is a primary reason for the high growth rate of the regional market. Customer journey mapping software is gaining popularity because companies want to understand customer behavior.

However, the expansion of e-commerce is also expected to bolster the growth of the regional market. Companies in the region are optimizing their customer journey to increase their conversion rates. The US is leading the market with the mobile-first approach as the young population in the region is using mobile for everything ranging from browsing to shopping. Also, Canada is an emerging market in North America. Such a landscape is expected to support the growth of the regional market in the coming years.

Asia Pacific is another growing region in the customer journey mapping software industry because of the rising focus of companies on improving customer experience. Businesses are driving huge demand for customer journey mapping software in India, China, and Japan to understand the pain points of customers and also know the areas in need of improvement.

The growing adoption of these tools by small & medium enterprises is expected to further accentuate the growth of the regional market in the coming years. For instance, Pegasystem Inc. came up with Pega Customer Data Connectors in 2022 to assist their clients in connecting with existing customer data platforms.

Customer Journey Mapping Software Market/: Competitive Analysis

The key players in the global customer journey mapping software market includes:

• Custellence
• Piwik PRO
• UXPressia
• Smartlook
• IBM
• Touchpoint
• Smaply
• OmniGraffle
• Xmind
• Canvanizer
• Gliffy
• Microsoft

For instance, IgniteTech entered into an agreement to take over the assets of Bryter CX in 2022. This action is expected to extend the business capabilities to improve the overall customer experience across industry verticals.

The global customer journey mapping software market is segmented as follows:

By Industry Verticals Segment Analysis

• Hospitality
• Retail & E-Commerce
• Healthcare
• BFSI
• Others

By Deployment Models Segment Analysis

• On-Premises
• Cloud

By Touch Points Segment Analysis

• Mobile
• Email
• Social Media
• Websites
• Others

By Functionalities Segment Analysis

• Integration Tools
• Analysis & Reporting tools
• Mapping & Visualization Tools

By Regional Segment Analysis

• North America
  • The U.S.
  • Canada
  • Mexico
• Europe
  • France
  • The UK
  • Spain
  • Germany
  • Italy
  • Rest of Europe
• Asia Pacific
  • China
  • Japan
  • India
  • Australia
  • Southeast Asia
  • Rest of Asia Pacific
• The Middle East & Africa
  • Saudi Arabia
  • UAE
  • Egypt
  • Kuwait
  • South Africa
  • Rest of the Middle East & Africa
• Latin America
  • Brazil
  • Argentina
  • Rest of Latin America