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市场调查报告书
商品编码
1733429

客户经验(CX) 旅程地图工具市场规模、全球按工具、部署类型、组织规模、地理位置和预测

Global Customer Experience Cx Journey Mapping Tools Market Size By Tool, By Deployment Mode, By Organization Size, By Geographic Scope And Forecast
出版日期: | 出版商: Verified Market Research | 英文 202 Pages | 商品交期: 2-3个工作天内

价格
简介目录

客户经验（CX）旅程地图工具市场规模与预测

客户经验(CX) 旅程地图工具市场规模在 2024 年价值 108 亿美元，预计到 2032 年将达到 220.8 亿美元，预测期内（2026-2032 年）的复合年增长率为 15.8%。

推动全球客户经验(CX) 旅程地图工具市场的因素

客户经验(CX) 旅程地图工具市场的市场驱动因素可能受到多种因素的影响。这些包括：

更重视以客户为中心的方法：随着越来越多的企业意识到提供良好客户体验的重要性，他们越来越需要能够帮助他们理解、视觉化和增强这种体验的工具。 CX 旅程映射工具透过揭示有关客户偏好、痛点和行为的资讯来促进此过程。

竞争加剧：企业不断寻找在竞争激烈的市场中取得优势的方法。 CX 旅程映射工具可以识别客户旅程中需要改进的领域并提供更个人化的体验，从而为公司带来竞争优势，最终提高客户忠诚度和保留率。

致力于数位转型：各行业企业流程的快速数位化正在推动对支援客户经验管理的数位化解决方案的需求。为了全面了解客户旅程，CX 旅程映射解决方案通常与其他数位平台和技术（例如 CRM 系统和分析工具）整合。

数据分析的采用日益增加：商务策略越来越依赖数据主导的决策。透过利用数据分析，CX 旅程映射解决方案可以检查不同接触点上的客户互动，以发现模式、趋势和优化机会。

随着消费者透过不同的管道和设备与品牌互动，提供无缝的全通路体验变得越来越重要。 CX 旅程地图解决方案透过跨管道提供一致性和连贯性，帮助企业绘製和优化跨多个接触点的客户体验。

员工体验对于提供良好顾客体验的重要性怎么强调也不为过。 CX 旅程映射工具也可用于此目的，绘製员工旅程图并发现客户经验中的痛点和低效之处。

监管合规性和风险管理：随着对资料安全和隐私法的日益重视，企业正在投资 CX 旅程映射解决方案，以确保合规性并降低与管理行动客户资料相关的风险。

限制全球客户经验CX旅程地图工具市场的因素

有几个因素可能会对 Abc 造成限制和挑战。其中包括：

复杂性和实施挑战：实施特定的 CX 旅程映射方法可能很困难且耗时。这种复杂性可能会成为采用的障碍，特别是对于预算有限的中小型企业而言。

成本限制：对于想要进入 CX 旅程映射工具的公司来说，成本可能是进入的一大障碍。这些产品的前期成本很高，而且会员费也很高，这可能会阻碍人们采用这些产品，尤其是在较小的组织中。

整合问题：与当前系统和程式整合可能很困难。如果 CX 旅程映射工具不能轻鬆地与组织内的其他软体平台和资料来源集成，那么它的有效性和接受度就会受到阻碍。

资料安全和隐私问题：管理客户资料会引发安全和隐私问题。对于 CX 旅程地图工具供应商来说，遵守《加州消费者隐私法案》（CCPA）和《一般资料保护规范》（GDPR）等法律可能是一个挑战，尤其是在收集和处理敏感的消费者资料时。

客製化和灵活性有限：一些 CX 旅程映射系统无法满足不同企业和行业的特定要求。其有限的客製化选项可能会限制其效用和受欢迎程度。

使用者采用和培训：让员工接受并有效使用 CX 旅程映射技术可能很困难。如果没有足够的培训或抵制变革，这些工具可能无法被组织成功采用和使用。

不确定性的投资报酬率：为 CX 旅程映射解决方案提供明确的投资收益(ROI) 可能很困难。当确定改善客户体验将如何影响收益和客户忠诚度时，组织可能很难证明支出的合理性。

科技快速发展：CX 技术领域不断变化。现有的解决方案可能很快就会被新工具和新发展所取代，这使得 CX 旅程映射工具提供者难以保持竞争力和相关性。

知识和教育有限：有些企业可能没有意识到 CX 旅程图的好处或如何有效地使用这些工具。缺乏对客户体验重要性和行程地图功能的知识和教育可能会阻碍市场扩张。

目录

第 1 章：全球客户经验(CX) 旅程地图工具市场简介

  • 市场概览
  • 研究范围
  • 先决条件

第二章执行摘要

第三章：已验证的市场研究调查方法

  • 资料探勘
  • 验证
  • 第一手资料
  • 资料来源列表

第四章全球客户经验（CX）旅程地图工具市场展望

  • 概述
  • 市场动态
    • 驱动程式
    • 限制因素
    • 机会
  • 波特五力模型
  • 价值链分析

第五章全球客户经验（CX）旅程地图工具市场：按工具

  • 概述
  • 传统旅程地图工具
  • 进阶旅程地图工具

第六章全球客户经验（CX）旅程地图工具市场（按部署类型）

  • 概述
  • 本地部署
  • 云端基础的部署

第六章全球客户经验（CX）旅程地图工具市场（依组织规模）

  • 中小型企业
  • 大公司

第七章全球客户经验（CX）旅程地图工具市场：按地区

  • 概述
  • 北美洲
    • 美国
    • 加拿大
    • 墨西哥
  • 欧洲
    • 德国
    • 英国
    • 法国
    • 其他欧洲国家
  • 亚太地区
    • 中国
    • 日本
    • 印度
    • 其他亚太地区
  • 其他的
    • 拉丁美洲
    • 中东和非洲

8. 全球客户经验(CX) 旅程地图工具市场的竞争格局

  • 概述
  • 各公司市场排名
  • 重点发展策略

第九章 公司简介

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

第十章 附录

  • 相关调查
简介目录
Product Code: 74941

Customer Experience Cx Journey Mapping Tools Market Size And Forecast

Customer Experience Cx Journey Mapping Tools Market size was valued at USD 10.8 Billion in 2024 and is projected to reach USD 22.08 Billion by 2032, growing at a CAGR of 15.8% during the forecast period 2026-2032.

Global Customer Experience Cx Journey Mapping Tools Market Drivers

The market drivers for the Customer Experience Cx Journey Mapping Tools Market can be influenced by various factors. These may include:

Increasing Attention on Customer-Centric Approaches: The need for tools that can help comprehend, visualise, and enhance customer experiences is growing as more and more businesses realise how important it is to provide great customer experiences. Tools for CX journey mapping make this process easier by revealing information about the preferences, pain areas, and behaviour of customers.

Increasing Competition: Businesses are always looking for methods to set themselves apart in a competitive market. By helping businesses to pinpoint areas where their customer journeys need to be improved and provide more individualised experiences, CX journey mapping tools give them a competitive edge and eventually increase customer loyalty and retention.

Initiatives for Digital Transformation: There is an increasing demand for digital solutions that can assist customer experience management due to the quick digitalization of company processes in a variety of industries. To give a comprehensive picture of the customer journey, CX journey mapping solutions frequently interface with other digital platforms and technologies, such as CRM systems and analytics tools.

Growing Adoption of Data Analytics: Business strategies are increasingly relying on data-driven decision-making. With the use of data analytics, CX journey mapping solutions examine customer interactions across a variety of touchpoints and assist businesses in seeing patterns, trends, and optimisation opportunities.

Delivering seamless: omnichannel experiences is becoming more and more important as consumers interact with brands through a variety of channels and devices. By providing consistency and coherence across channels, CX journey mapping solutions help organisations map out and optimise customer experiences across many touchpoints.

The importance of employee: experience cannot be overstated in providing outstanding client experiences. In order to map out employee journeys and uncover pain points and inefficiencies in internal procedures that could affect the overall customer experience, CX journey mapping tools can also be utilised for this purpose.

Regulatory Compliance and Risk Management: In response to the growing emphasis on data security and privacy laws, businesses are investing in CX journey mapping solutions to guarantee compliance and reduce the risks involved in managing customer data across the trip.

Global Customer Experience Cx Journey Mapping Tools Market Restraints

Several factors can act as restraints or challenges for the Abc. These may include:

Complexity and Implementation Issues: Putting certain CX journey mapping techniques into practice might be difficult and time-consuming. Adoption may be hampered by this complexity, particularly for smaller companies with tighter budgets.

Cost Constraints: For companies wishing to engage in CX journey mapping tools, cost can be a major barrier to entrance. These products may not be adopted by organisations, especially smaller ones, due to high upfront expenses or continuing membership rates.

Problems with Integration: It can be difficult to integrate with current systems and procedures. The efficacy and acceptance of CX journey mapping tools may be impeded if they are not easily integrated with other software platforms or data sources in an organisation.

Data Security and Privacy Issues: Managing client data presents security and privacy issues. It can be difficult for suppliers of CX journey mapping tools to comply with laws like the California Consumer Privacy Act (CCPA) and the General Data Protection Regulation (GDPR), particularly if they gather and handle sensitive consumer data.

Limited Customisation and Flexibility: Some CX journey mapping systems might not be able to adjust to the particular requirements of various companies or industries. Their utility and popularity may be limited by their limited customisation choices.

User Adoption and Training: It might be difficult to get staff members to accept and use CX journey mapping technologies efficiently. These tools may not be successfully adopted and used by organisations if there is a lack of adequate training or opposition to change.

ROI Uncertainty: It might be challenging to provide a definite return on investment (ROI) with CX journey mapping solutions. It can be difficult for organisations to justify the expenditure when it comes to determining how better customer experiences affect revenue or customer loyalty.

Quick Technical Developments: The field of CX technology is always changing. Existing solutions may be quickly surpassed by new tools and developments, making it difficult for providers of CX journey mapping tools to remain competitive and relevant.

Limited Knowledge and Education: It's possible that some companies are unaware of the advantages of CX journey mapping or how to use these tools in an efficient manner. Market expansion may be hampered by a lack of knowledge and instruction regarding the significance of the customer experience and the function of trip mapping.

Global Customer Experience Cx Journey Mapping Tools Market Segmentation Analysis

The Global Customer Experience Cx Journey Mapping Tools Market is Segmented on the basis of Type of Tool, Deployment Mode, Organization Size, and Geography.

Customer Experience Cx Journey Mapping Tools Market, By Type of Tool

  • Traditional journey mapping tools: These are the basic tools used for mapping customer journeys, typically offering features such as journey visualization, touchpoint analysis, and customer persona creation.
  • Advanced journey mapping tools: These tools may offer additional capabilities such as predictive analytics, real-time journey tracking, integration with CRM systems, and automation.

Customer Experience Cx Journey Mapping Tools Market, By Deployment Mode

  • On-premise deployment: Tools installed and managed within the organization's infrastructure, offering greater control over data and security.
  • Cloud-based deployment: Tools hosted on external servers, providing scalability, accessibility, and often lower upfront costs.

Customer Experience Cx Journey Mapping Tools Market, By Organization Size

  • Small and Medium-sized Enterprises (SMEs): Tools tailored to the needs and budgets of smaller businesses, often with simpler features and pricing structures.
  • Large Enterprises: Tools designed to meet the complex requirements of larger organizations, with advanced features and scalability.

Customer Experience Cx Journey Mapping Tools Market, By Geography

  • North America: Market conditions and demand in the United States, Canada, and Mexico.
  • Europe: Analysis of the CUSTOMER EXPERIENCE CX JOURNEY MAPPING TOOLS MARKET in European countries.
  • Asia-Pacific: Focusing on countries like China, India, Japan, South Korea, and others.
  • Middle East and Africa: Examining market dynamics in the Middle East and African regions.
  • Latin America: Covering market trends and developments in countries across Latin America.

Key Players

  • The major players in the Customer Experience Cx Journey Mapping Tools Market are:
  • Smartlook
  • Canvanizer
  • IBM
  • Xmind
  • OmniGraffle
  • Touchpoint
  • Custellence
  • Piwik PRO
  • Smaply
  • Gliffy

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL CUSTOMER EXPERIENCE (CX) JOURNEY MAPPING TOOLS MARKET

  • 1.1 Overview of the Market
  • 1.2 Scope of Report
  • 1.3 Assumptions

2 EXECUTIVE SUMMARY

3 RESEARCH METHODOLOGY OF VERIFIED MARKET RESEARCH

  • 3.1 Data Mining
  • 3.2 Validation
  • 3.3 Primary Interviews
  • 3.4 List of Data Sources

4 GLOBAL CUSTOMER EXPERIENCE (CX) JOURNEY MAPPING TOOLS MARKET OUTLOOK

  • 4.1 Overview
  • 4.2 Market Dynamics
    • 4.2.1 Drivers
    • 4.2.2 Restraints
    • 4.2.3 Opportunities
  • 4.3 Porters Five Force Model
  • 4.4 Value Chain Analysis

5 GLOBAL CUSTOMER EXPERIENCE (CX) JOURNEY MAPPING TOOLS MARKET, BY TYPE OF TOOL

  • 5.1 Overview
  • 5.2 Traditional journey mapping tools
  • 5.3 Advanced journey mapping tools

6 GLOBAL CUSTOMER EXPERIENCE (CX) JOURNEY MAPPING TOOLS MARKET, BY DEPLOYMENT MODE

  • 6.1 Overview
  • 6.2 On-premise deployment
  • 6.3 Cloud-based deployment

6 GLOBAL CUSTOMER EXPERIENCE (CX) JOURNEY MAPPING TOOLS MARKET, BY ORGANIZATION SIZE

Small and Medium-sized Enterprises (SMEs)

Large Enterprises

7 GLOBAL CUSTOMER EXPERIENCE (CX) JOURNEY MAPPING TOOLS MARKET, BY GEOGRAPHY

  • 7.1 Overview
  • 7.2 North America
    • 7.2.1 U.S.
    • 7.2.2 Canada
    • 7.2.3 Mexico
  • 7.3 Europe
    • 7.3.1 Germany
    • 7.3.2 U.K.
    • 7.3.3 France
    • 7.3.4 Rest of Europe
  • 7.4 Asia Pacific
    • 7.4.1 China
    • 7.4.2 Japan
    • 7.4.3 India
    • 7.4.4 Rest of Asia Pacific
  • 7.5 Rest of the World
    • 7.5.1 Latin America
    • 7.5.2 Middle East and Africa

8 GLOBAL CUSTOMER EXPERIENCE (CX) JOURNEY MAPPING TOOLS MARKET COMPETITIVE LANDSCAPE

  • 8.1 Overview
  • 8.2 Company Market Ranking
  • 8.3 Key Development Strategies

9 COMPANY PROFILES

  • 9.1 Smartlook
    • 9.1.1 Overview
    • 9.1.2 Financial Performance
    • 9.1.3 Product Outlook
    • 9.1.4 Key Developments
  • 9.2 Canvanizer
    • 9.2.1 Overview
    • 9.2.2 Financial Performance
    • 9.2.3 Product Outlook
    • 9.2.4 Key Developments
  • 9.3 IBM
    • 9.3.1 Overview
    • 9.3.2 Financial Performance
    • 9.3.3 Product Outlook
    • 9.3.4 Key Developments
  • 9.4 Xmind
    • 9.4.1 Overview
    • 9.4.2 Financial Performance
    • 9.4.3 Product Outlook
    • 9.4.4 Key Developments
  • 9.5 OmniGraffle
    • 9.5.1 Overview
    • 9.5.2 Financial Performance
    • 9.5.3 Product Outlook
    • 9.5.4 Key Developments
  • 9.6 Touchpoint
    • 9.6.1 Overview
    • 9.6.2 Financial Performance
    • 9.6.3 Product Outlook
    • 9.6.4 Key Developments
  • 9.7 Custellence
    • 9.7.1 Overview
    • 9.7.2 Financial Performance
    • 9.7.3 Product Outlook
    • 9.7.4 Key Developments
  • 9.8 Piwik PRO
    • 9.8.1 Overview
    • 9.8.2 Financial Performance
    • 9.8.3 Product Outlook
    • 9.8.4 Key Developments
  • 9.9 Smaply
    • 9.9.1 Overview
    • 9.9.2 Financial Performance
    • 9.9.3 Product Outlook
    • 9.9.4 Key Developments
  • 9.10 Gliffy
    • 9.10.1 Overview
    • 9.10.2 Financial Performance
    • 9.10.3 Product Outlook
    • 9.10.4 Key Developments

10 Appendix

  • 10.1 Related Research