A customer journey map (CJM) is an infographic or spreadsheet displaying certain data. The graphic displays the points of contact with the brand or product. Stated differently, it shows how actively the customer interacts with the brand, goods, or services.
A customer journey map is instrument meant to enhance user experience. Those businesses who have applied these maps can:
- Raise conversion and loyalty.
- Cut the sales cycle’s length.
- Grow more focused on customers.
- Minish the possibility of new product failure.
- Discover areas of development for current ones.
Customer journey maps (CJMs) will help you to reach optimal development. A CJM is a special situation for a customer encounter emphasizing the lifetime in the sales channel of the potential buyer.
From the point-of- sight entrance to the order, the user’s path is non-linear and consists in multiple branches. One should not lose a customer at every turn of events. Everybody needs specialized software if one is to create a plan.
What are Customer Journey Mapping Tools?
Customer journey mapping tools help businesses who wish to know more about how their users of their websites behave. From first awareness to post-purchase follow-up, these solutions let companies monitor and evaluate consumer contacts at several touchpoints. Through customer journey mapping, a digital marketer can identify areas where consumers might improve, where they are doing (interact) well, and where they have problems—nuances or challenges.
One instance of how customer journey mapping technologies could be utilized offline is in a brick-and-mortar retail store. Tracking consumer activity in-store—that is, browsing patterns and purchase decisions—helps the shop to better understand what motivates customer involvement and boost income. In the same vein, an online retailer can examine page views, drop-off rates, and user sessions—that is, the times spent on particular pages—using CJM technologies.
Analyzing statistics including product views, cart abandonment rates, and checkout completion helps the online store to pinpoint areas (URLs) where consumers might be leaving and thereby enhance CR. It can also point up valuable client groups and customize the experience to fit their tastes and requirements.
UX or CRO experts wishing to better grasp their customer’s experience and maximize their engagement, conversion, and retention must have customer path mapping tools at hand. It’s a tool meant to increase the bottom line and release development possibilities.
What are the Benefits of Using Customer Journey Mapping Tools?
For websites and online retailers, using customer journey maps (CJMs) can offer several main advantages. Among them are the following:
- Spotting areas of customer journey difficulty and enhancing the whole customer experience.
- Finding chances for upsell and cross-sell helps companies boost their income.
- Sort clients and adapt their experience to boost retention and loyalty.
- Track the success of other programs including marketing activities.
- Expert Mark Smith, CEO of CustomerThink, says “Online firms run the danger of losing valued consumers to competitors without a thorough grasp of the customer experience. Clear, practical insights on the consumer experience that CJMs offer help companies to retain customers and stimulate expansion.”
Analyzing user behavior—such as click count and time spent on particular pages—is one way a website may make use of CJMs.
List of The 20 Customer Journey Mapping Tools
Imagine yourself as a possible customer if you wish to build a profitable e-commerce platform or boost the conversion of a current online store. Specifically designed technologies will enable you to identify every touchpoint with your audience.
Plerdy
Plerdy is a website analysis tool that offers thorough information on how users engage with their websites, so enabling companies to maximize their conversion rates. Among its several capabilities are heatmap tracking, SEO analysis, session playback, event tracking, form customizing. These instruments help companies to know how users behave on their websites, spot areas that need work, and make data-driven decisions meant to boost conversion. Additionally trusted by some of the biggest companies worldwide, the Plerdy provides a great means of gathering comments and a Net Promoter Score. Plerdy has drawn compliments from consumers for its accuracy, simplicity of use, and customer service. Following Plerdy’s advice, companies of all kinds have noted a 1.5x boost in revenue. An affordable and simple solution, Plerdy can help companies raise conversion rates and enhance the performance of their websites.
Microsoft Visio
Perfect visual communication and customer journey mapping tool Visio fits very well with the Microsoft 365 package for business users. Offering an array of templates, shapes, and stencils especially meant to streamline the process, this platform shines in helping the development, sharing, and teamwork of complex customer journey maps. Users using Visio can quickly create comprehensive flow charts, organizational charts, floor layouts, network diagrams, and more—all of which are absolutely essential for visualizing and honing the customer experience.
This application is proficient in supporting several business processes fundamental to efficient customer journey mapping, including process execution, data visualization, and decision-making, including Its value is increased by its interaction with Microsoft 365 programs including Microsoft Teams, Power BI, Power Automate, Excel, PowerPoint, Word, OneDrive for Business, and Microsoft Azure, which allows thorough customer lifecycle management across many platforms.
Visio sets itself even more in the field of customer journey mapping by letting users build and coauthor diagrams in real-time, thereby encouraging a team to map and maximize the customer journey together. It also has accessibility tools so that every team member may take part in the customer journey mapping process. Visio provides enterprise-grade security and privacy tools, including Information Rights Management (IRM), to protect diagrams during cooperation for individuals focused on security while charting the customer experience. Visio is a great tool for everyone trying to improve their customer journey mapping efforts because of its mix of security, integration, and utility.
Microsoft – one of the top software developers co-founded by Bill Gates with Paul Allen. This widget allows you to work on visualization and create diagrams and customer journey maps regardless of the location, including remotely.
Applications like Microsoft Visio simplify map creation and distribution. For their needs, such multinational corporations include HP, Campari, UNICEF, Northrop & Johnson, and ACTUM Digital make use of it.
Smaply
A platform for mapping the customer experience, Smaply enables companies to gather and control consumer data all in one location. To assist companies grasp customer pain areas and business possibilities along the customer journey, the application provides journey mapping, persona mapping, and stakeholder mapping among other tools. To handle customer experience activities, Smaply enables customers build a journey map repository, link journey maps in hierarchies, assign accountable team members, and create data hubs. Smaply can also interface with project management systems like Jira, thereby visualizing all CX projects and initiatives from one location. Smaply lets guests see their clients from their point of view so they may grasp their needs, issues, and emotions. The instrument also fosters diversity as a whole and initiative in helping underprivileged people, particularly those in or from war zones.
This is a console-rendering utility from IBM. The creator of the tool is a team from Innsbruck. Their goal is to help organizations successfully do service design. With this tool, some partners (Bayer, Toyota, Deloitte, LinkedIn, Ford) improved their customer focus.
Miro
Miro also offers a variety of features for customer journey mapping, which allows businesses to understand their customer’s needs and pain points. The platform allows businesses to create journey maps and visualize interactions, facilitating a common understanding between all team members. It also lets businesses manage customer experience by creating a repository for journey maps, connecting journey maps in hierarchies, assigning responsible team members, and making data hubs. Miro’s integration capabilities also allow businesses to connect their customer journey mapping data with other tools they use, such as Jira, to centralize and manage all customer experience projects in one place. This allows businesses to uncover overlaps and synergies, improving customer experience.
It is a platform created by Andrey Khusid to make customer journey maps and interactions when creating projects and interface design. You can configure integration with other collaboration tools, third-party services, and applications.
Miro’s offices are worldwide: Amsterdam, Berlin, London, Perm, Sydney, and New York. The platform is used by over 15 million users, including Cisco, Twitter, Pivotal, Netflix, and Skyscanner.
Figma
Figma is a cloud-based user interface design tool that allows real-time collaboration and version control. One of the features of Figma is the ability to create customer journey maps using a template, such as the one created by Nigel in this text. Customer journey mapping is a common UX tool that helps digital specialists understand customers’ actions, thoughts, and emotions throughout their interactions with a company. Figma’s template and auto-layout feature make creating a beautifully presented user journey map easy, with the option to share, modify and remix the template. Additionally, Figma has a Community feature where users can share and collaborate on design files.
This tool is not software but a full-fledged online service from a company with the same name, founded in 2012 by Dylan Field. The web tool was created for collaborative interface development and prototyping, and all this is possible in real time.
The company is headquartered in San Francisco, CA, US, and has offices in New York and London. Its main global users are Twitter, The New York Times, Kimberly-Clark, Zoom, and Deliveroo.
Lucidspark
Designed for digital experts, Lucidspark is a customer journey mapping application that enables learning and optimization of consumer experiences with their companies. A customer journey map is a graphic showing how consumers engage with a company’s goods, website, and/or services. Understanding and maximizing consumers’ paths with the brand will help them to return and share their experience with all their friends. Customer journey mapping is the technique of visualizing and delineating the brand’s experience for the customer. Depending on your objectives and the particular client persona you are concentrating on, you may use several customer journey maps. It enables one to learn about and enhance the customer experience (CX), spot areas of communication and messaging breakdown, expose customer pain spots or friction, raise customer retention, maximize customer onboarding and match marketing, sales, UX, and other departments.
Designed by Lucid, a trusted partner of 99% of Fortune 500 businesses including Amazon, GE, and Delta Air Lines, Lucidpark provides a versatile digital canvas for real-time collaboration, brainstorming, and idea execution into practical next steps. It also provides enterprise-ready capabilities for linking teams, safeguarding private information, and expanding to fit company needs. Since Lucidspark ranks among the top 50 products for remote work by G2, it is also a great choice for remote teams.
Lucid has developed this virtual whiteboard for creating and visualizing ideas, group brainstorming, and remote collaboration. The brand was co-founded by Ben Dilts and Karl Sun.
These days, offices are found in Melbourne (Australia), Amsterdam (the Netherlands), and South Jordan (the United States).
Canvanizer
Emerging as a dynamic commercial tool, Canvanizer is painstakingly created to improve team brainstorming and cooperation on customer journey mapping. With pre-structured canvas templates on this platform, teams may more easily see and improve the client journey. Users of Canvanizer can quickly construct a canvas dedicated to customer journey mapping, therefore enabling the seamless publishing of ideas, note rearranging, fine-tuning of customer journey strategies, and sharing of these canvases with team members for synchronized changes.
This technology enhances the trip mapping process by means of strong privacy settings and enables users to open their customer journey maps to the public for comments, therefore augmenting the process with outside perspectives. The improved version of the application, Canvanizer 2.0, offers over forty well-known canvas templates, so guaranteeing teams have a varied toolkit for customer path mapping. Important for producing thorough and successful customer journey maps are also private canvases, configurable segment names, mobile editing, and advanced team communication tools.
Originally developed to apply Alexander Osterwalder’s Business Model Canvas approach for business model development, Canvanizer has deftly expanded its use to customer journey mapping. This version emphasizes the adaptability of the tool and its particular relevance for teams concentrated on precisely mapping the customer journey, so Canvanizer is a must-have tool for any company giving customer journey mapping top priority in their approach.
Stefan Peter Roos, one of the Nuremberg Startup Weekend organizers, 2011, is the founder of the Canvanizer. Their workplace is at Coworking Space Nuremberg, Germany. Since the program may be downloaded freely, businesses and individuals all over use it.
Gliffy
Gliffy is a visual communication tool for teams diagramming. Users of Gliffy may build diagrams with an easy drag-and-drop interface, work in real-time and distribute schematics to anyone. Gliffy is connected with Atlassian products like Confluence and Jira so teams may develop documentation-ready diagrams off-site without leaving the platform. For companies, product teams, software engineering teams, and IT teams Gliffy also provides business solutions. Furthermore, Gliffy provides a tool using journey mapping to enhance the client experience of a company. The technique of trip mapping helps companies to better grasp customer experience, process data, and spot areas for development.
It is a cloud-based online service for creating flowcharts, organizational, UML, and network diagrams, wireframes, maps, and more. It was created and continues to improve by developers from Gliffy. Two friends and former colleagues Chris Colhardt and Clint Dixon opened this IT company in 2005.
These days, it operates offices in Israel, Japan, India, Australia, the United States, and Europe. Top companies including Nike, Harvard University, Pixar, Xerox, Apple, and NASA call it clientele.
LucidChart
LucidChart is a visual collaboration platform that allows teams to innovate faster with virtual whiteboarding, intelligent diagramming, and cloud visualization. It offers a suite of products, including Lucidspark, Lucidchart, and Lucidscale, that support every part of the workflow, help teams drive revenue, decrease costs, and improve productivity. LucidChart also offers a customer journey mapping tool that helps visualize a customer’s journey with website pages, map out different customer touchpoints, and collaborate with colleagues. The tool has a basic customer journey map template that can be easily customized to fit the specific use case. Trusted by millions of users, LucidChart integrates with other popular tools such as Atlassian and Amazon. TMobile, Microsoft, Okta, NBC, and Asana use LucidChart.
Omnigraffle
Omnigraffle is a powerful visual communication tool for professionals who must organize or communicate ideas clearly and beautifully. It is designed for professionals such as architects, designers, and developers who need to diagram and prototype ideas accurately. The software comes with a 14-day free trial and is made by The Omni Group, an employee-owned company based in Seattle, Washington. Omnigraffle offers features such as diagramming, rapid prototyping, and design, which can be used to create professional-grade vector graphics. Omnigraffle also includes a feature for customer journey mapping to help explore and visualize a customer’s journey with a website.
This is a diagramming and digital illustration app for macOS and iOS created by Omni Group. The American software company was founded in 1989 by Will Shiple, Ken Keyes, and Tim Wood. Key customers – MSLGROUP, QA Limited, Lorven Technologies, Capital One, American Express.
UXPressia
UXPressia is a company that offers customer journey mapping tools to assist businesses in understanding and enhancing their customer experiences. Their online platform includes real-time collaboration, an omnichannel experience visualization, an experience graph, branded export options, a presentation mode, and integrated web analytics. Additionally, UXPressia offers a variety of customer journey map templates and an online course to assist businesses in mapping their customers’ journeys. They also offer integration with various CRM software, allowing businesses to import customer data and create accurate journey maps. The company also supports Ukraine and provides resources for customers to learn how to help. Many customers have praised UXPressia’s user-friendly interface, ease of use, and ability to create polished customer journey maps quickly.
Many customers, such as Rui Grilo, CIO of Square Asset Management, and Nick de Voil, Director of De Voil Consulting, have praised UXPressia for its simplicity, ease of use, and ability to create beautiful customer journey maps in a short period.
It is a tool for designing customer journey maps in a standard linear form. There are persona and card templates that can also be downloaded in PDF. In the free version, you can create 1 card and 1 person. Founder of UXPressia – Yuri Vedenin. Its software users include Michelin, StepChange, Freeman Capital, HorizonCX, and UrSpectr.
Qualtrics
Qualtrics redefines customer journey mapping through its XM platform, enabling businesses to capture and analyze feedback across all touchpoints, from social media to direct feedback. This comprehensive understanding enriches customer journey mapping, aided by the integration of Clarabridge, which adds depth by analyzing emotion, effort, and intent in feedback. The platform facilitates actionable insights to enhance the customer journey, offering personalized experiences through automated actions based on a detailed experience directory. With Qualtrics, the intricacies of customer journey mapping are not just visualized but optimized, making it a pivotal tool for businesses aiming to elevate their customer experience.
Visual Paradigm
Software startup Visual Paradigm provides a customer journey mapping solution that enable companies grow and learn about the CX. The tool offers a summary of the client path so that teams may spot and fix certain client issues and obstacles. The tool also lets companies highlight areas connecting several channels and departments, prioritize actions in their customer experience plan, and raise rates of client conversion and retention. Over 320,000 small and Fortune 500 firms rely on Visual Paradigm, which also provides other capabilities including UX design and wireframe tools. Users of Visual Paradigm include ASUSTeK Computer, EMC Corporation, Financial Times, US Army, and Starbucks—more than a hundred big enterprises total.
This program consists of database modeling and business process tools. Curtis Tsang, a well-known software developer, is program creator. The corporate headquarters of the corporation is Hong Kong.
InMoment
Leading customer experience (CX) solution supplier InMoment provides a whole platform for companies trying to enhance client interactions. Designed to combine consumer signals, provide insights, and enable informed action to propel actual, practical company value, the Experience Improvement (XI) Platform is Customized, actionable reporting and advanced text analysis; surveys, social listening, call scripts, SMS, IVR, and data signals; intent prediction, impact evaluation, and anomaly detection. The platform also features an adaptive model driven by artificial intelligence for unmatched knowledge and precision. Automotive, B2B, contact centers, financial services, food services, healthcare, insurance, retail, telecom, travel & hospitality, utilities are just a few of the sectors InMoment’s products target. Several of the top brands worldwide rely on InMoment to enhance their client experience.
Young but well-known American, European, Canadian, Australian, New Zealand, and Singapore producer of this software for customer journey maps is Development from InMoment is used by Volvo, Tesco, Hawaiian Airlines, Castlight, and Hootsuite.
SuiteCX
Powerful customer experience (CX) tool SuiteCX lets companies create, develop, and deliver ideal customer experiences that captivate consumers and provide business value. Strong customer journey mapping tools, integrated survey data, persona development, improvement planning, and contact strategy building comprise the totally flexible and secure platform. Among the tools SuiteCX provides are visualizing persona-based customer journeys, CX evaluation to pinpoint consumer pain spots, and Applied CX to translate findings from customer journey maps into practical application. To guarantee that its clients thrive, the organization provides CX consulting, training, coaching, and seminars. For example, in the book Managing Customer Experience and Relationships, penned by the board chair Martha Rogers and CEO Valerie Peck’s chapter on Understanding Customer Experience through Customer Journey Mapping, SuiteCX is also renowned for its thought leadership in the industry. Among the clients of SuiteCX are Bank of the West, Jumpstart MD, Furnace Creek Resort, Kimberly Clark, Starwood Vacation Network, and Xanterra Parks & Resorts.
Customizable and safe for travel analytics, customer service, and mapping, SuiteCX has created Young and driven Valerie Peck, who has traveled the globe, is the CEO and creator of the company.
Design Tools for Mapping the Customer Journey
Managing customer experience hinges on developing tools that chart a consumer’s journey from first interaction to purchase. These technologies help businesses to improve customer experiences, identify and solve consumer displeasure, hence boosting profitability.
PowerPoint
Built for presentation and diagram design, PowerPoint is among the Microsoft 365 cluster apps. It provides a broad spectrum of strong tools for designing aesthetically pleasing slideshows, including a large selection of pre-designed PowerPoint templates that enable users rapidly and effortlessly produce presentations with professional appearance. Microsoft‘s worldwide offices are scattered. Redmond, Washington, USA is the headquarters location.
Satya Nadella, the CEO, has been stationed here since 2014. Customers range in size from small enterprises like BAASS Business Solutions Inc. to major companies such Bosch, Cersanit, Siemens, London School of Business & Finance.
InDesign
Designed with templates, predefined images, and typeface, InDesign is a layout and visual application from Adobe used to create beautiful graphic designs and customer journey maps. Save material in PDF format and forward it to other experts.
In 1982 John Warnock and Charles Geschke launched the brand. The maps are vibrant and educational since the creator focuses in design programs. There are offices all around; headquarters is in San Jose, California. Among the key users are Dior, Dell, Mastercard, Mercedes-Benz, and Motorola.
Canva
From the Australian graphic design firm, Melanie Perkins and Cliff Obrecht developed this eponymous tool for producing pictures based on ready-made components and templates. It can also be used to produce educational consumer trip maps.
Third co-founder Cameron Adams said their site registered 55 million customers including American Airlines, Intel, PayPal, Gucci, and Danone. The corporation maintains offices in Beijing, Milan, and Sydney.
XMind
XMind LTD. developed this instrument for producing whole maps and diagrams of buyer-seller interaction and corporate operations. Brian Sun, the CEO still today, started it in 2006. From big businesses to schools, the program is helpful to practically everyone.
Final Word
We have underlined in our thorough investigation of the 20 best customer journey mapping tools in 2024 the salient characteristics, contrasts, and revelations that define every platform. From simple drawing tools and automation tools to location and interactive element integration, these tools provide a varied arsenal for creating successful customer journey maps. Including these tools into your approach will improve your customer experience whether your level of experience with customer journey mapping is new or seasoned. Plerdy stands out for those wishing to delve further into customer journey optimization. We invite you to investigate Plerdy further by trying its features personally or reading our thorough reviews and comparisons using its strong analytics tools and easy UI. How will you use these discoveries to transform your customer journey mapping and management techniques? How will this affect your general customer experience strategy?
