Customer Journey Mapping Software Global Market Report 2024

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.

The main components of customer journey mapping software are software, services, and consulting services. Software refers to a set of instructions, data, or programs used to operate computers and execute specific tasks. The various organization size includes small and medium enterprises and large enterprises. The deployments are cloud-based and on-premise. The various end-users involved customer journey mapping software for BFSI, customer journey mapping software for retail and consumer goods, customer journey mapping software for media and entertainment, customer journey mapping software for healthcare and pharmaceutical, customer journey mapping software for automotive, customer journey mapping software for IT and telecommunication, customer journey mapping software for travel and hospitality, customer journey mapping software for education, and customer journey mapping software for other end users.

The customer journey mapping software market research report is one of a series of new reports that provides customer journey mapping software market statistics, including customer journey mapping software industry global market size, regional shares, competitors with a customer journey mapping software market share, detailed customer journey mapping software market segments, market trends and opportunities, and any further data you may need to thrive in the customer journey mapping software industry. This customer journey mapping software market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.

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.

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.

The rising adoption of cloud services is expected to propel the growth of the customer journey mapping software market going forward. The cloud refers to a network of remote servers that store and manage data and applications over the Internet. Cloud services in customer journey mapping software provide scalable and accessible platforms, facilitating real-time data analysis and enabling businesses to create more personalized and seamless customer experiences. For instance, in December 2021, according to Eurostat, a Europe-based intergovernmental organization, 41% of EU enterprises used cloud computing in 2021, primarily for hosting their e-mail systems and storing files in electronic form, an increase of 5% compared to 2020. Among large enterprises, the use of cloud computing was especially high, with 72% using it in 2021, representing a 7% increase from 2020. Medium-sized enterprises also saw an increase in cloud computing usage, with 53% utilizing it in 2021 compared to 46% in 2020. Small enterprises saw a 5% increase in cloud computing usage, making it 38% in 2021. Therefore, the rising adoption of cloud services is driving the growth of the customer journey mapping software market.

Innovative customer data platforms are a key trend gaining popularity in the customer journey mapping market. Major market players operating in customer journey mapping software focus on developing innovative customer data platforms such as behavior-tracking software that significantly assist in providing a more personalized customer experience. For instance, in May 2022, Amplitude, Inc., a US-based company operating in customer journey mapping software launched Amplitude CDP. This platform consists of unique features such as the first insights-driven customer data platform in the market, eliminating the requirement to integrate with outside analytics providers by collecting and analyzing data on its platform for product analytics.

Major companies operating in the customer journey mapping software market are increasing their focus on introducing comprehensive solutions for businesses to gain a competitive edge in the market. A comprehensive solution for businesses refers to a unified and all-encompassing approach that addresses multiple aspects of a business's needs, typically combining various tools, services, or strategies. For instance, in January 2021, NICE Systems Ltd., an Israel-based software company, launched an integration of its CXone and Engage technology with Microsoft Teams. This integration enables teams to collaborate company-wide, making agents' jobs easier and more efficient. The pre-built CXone for Teams integration has been further enhanced to simplify the agent experience and accelerate resolution time. With real-time recording, screen capture, and quality management for team interactions, businesses can improve customer service and support. The embedded CXone agent provides CX teams with quick and easy access to the tools, systems, and people they need, all directly from within Teams.

In March 2021, Medallia, a US-based customer experience company, acquired Decibel for $160 million. This acquisition aimed to enhance Medallia's ability to deliver real-time insights and drive action for its customers. Decibel is a US-based customer experience company that specializes in providing analytics software for customer journey mapping.

Major companies operating in the 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.

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

The countries covered in the customer journey mapping software market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Italy, Canada, Spain.

The customer journey mapping software market consists of revenues earned by entities by providing web based and app based customer journey mapping software. Values in this market are ‘factory gate’ values, that is the value of goods sold by the manufacturers or creators of the goods, whether to other entities (including downstream manufacturers, wholesalers, distributors, and retailers) or directly to end customers. The value of goods in this market includes related services sold by the creators of the goods.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified)).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.


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