Overview and Scope
The customer journey mapping software refers to software tool that records and presents information of customers’ interactions with a company. From buying products online to accessing customer service on the phone to airing grievances on social media is done with the customer journey mapping software. The customer journey mapping software is used for customer experience and direct the customer’s connection or transaction with service or product.
Sizing and Forecast
The customer journey mapping software market size has grown rapidly in recent years. It will grow from $12.39 billion in 2023 to $14.51 billion in 2024 at a compound annual growth rate (CAGR) of 17.1%. The growth in the historic period can be attributed to shifting customer-centric focus, digital transformation, rise of omnichannel marketing, data-driven insights, improved understanding of customer behavior..
The customer journey mapping software market size is expected to see rapid growth in the next few years. It will grow to $28.47 billion in 2028 at a compound annual growth rate (CAGR) of 18.4%. The growth in the forecast period can be attributed to adoption of ai and predictive analytics, demand for personalization, cross-functional collaboration, increased competition and differentiation, focus on customer retention and loyalty.. Major trends in the forecast period include emotional journey mapping, integration with crm systems, emphasis on customer retention, mobile-centric capabilities, collaborative workflows..
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Segmentation & Regional Insights
The customer journey mapping software market covered in this report is segmented –
1) By Component: Software, Services, Consulting Services
2) By Organization Size: Small and Medium Enterprises, Large Enterprises
3) By Deployment: On-Premise, Cloud-based
4) By End Users: BFSI, Retail And Consumer Goods, Media And Entertainment, Healthcare And Pharmaceutical, Automotive, IT And Telecommunication, Travel And Hospitality, Education, Other End Users
North America was the largest region in the customer journey mapping software market in 2023. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer journey mapping software market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa
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Major Driver Impacting Market Growth
Increasing focus on improving data quality and security of customer data is expected to propel the growth of the customer journey mapping software market going forward. Data quality measures the condition of data, relying on factors such as how useful it is to the specific purpose, completeness, accuracy, timeliness, consistency, validity, and uniqueness. Customer journey mapping would tell the story of the customer’s experience from start to finish from initial contact, by the process of engagement, and into a long-term relationship, by giving critical information about key interactions along the way. For instance, in 2022, According to the O’Reilly AI Adoption in the Enterprise 2022 report, 48% of respondents use data analysis, machine learning, or AI tools to address data quality issues. Therefore, the increasing focus on improving data quality and security of customer data is driving the customer journey mapping software market growth.
Key Industry Players
Major companies operating in the customer journey mapping software market report are Smaply GmbH, Touchpoint Technologies LLC, UXPressia Inc., Adobe Inc., TandemSeven Inc., Contentsquare SAS, Glassbox Digital UK Ltd., CleverTap Inc., MoEngage Inc., Lucid Holdings LLC, WebEngage Marketing Cloud Solutions Private Limited, Salesforce. com Inc., Custellencia LLC, Gliffy Inc., Canvas GFX Inc., Fresko Inc., Whatfix Inc., Cemantica Labs Private Limited, Pipedrive Inc., SurveySparrow Inc., The Rocket Science Group LLC, RealtimeBoard Inc., Smartsupp s. r. o., Hotjar Limited, Mixpanel Inc., FullStory Inc., UserZoom Technologies Inc., UserTesting Inc., Qualtrics LLC, Medallia Inc., Clarabridge Inc.
The customer journey mapping software market report table of contents includes:
1. Executive Summary
2. Customer Journey Mapping Software Market Characteristics
3. Customer Journey Mapping Software Market Trends And Strategies
4. Customer Journey Mapping Software Market – Macro Economic Scenario
5. Global Customer Journey Mapping Software Market Size and Growth
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31. Global Customer Journey Mapping Software Market Competitive Benchmarking
32. Global Customer Journey Mapping Software Market Competitive Dashboard
33. Key Mergers And Acquisitions In The Customer Journey Mapping Software Market
34. Customer Journey Mapping Software Market Future Outlook and Potential Analysis
35. Appendix
Top Major Players:
Smaply GmbH
UXPressia Inc
Adobe Inc
TandemSeven Inc
Contentsquare SAS
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