客户旅程地图软体市场规模，全球依功能、部署类型、组织规模、地理划分，预测至 2025 年

客户旅程地图软体市场规模与预测

预计客户旅程图软体市场规模在 2024 年将达到 108 亿美元，到 2032 年将达到 536 亿美元，预测期内（2026-2032 年）的复合年增长率为 13.8%。

客户旅程图 (CJM) 软体是一种专门的应用程序，可协助企业识别和分析客户与公司互动的不同阶段。该计划提供了从第一次接触到最后一次接触的完整且全面的客户体验观点，使公司能够优化业务并提高整体客户满意度。 CJM 软体的本质是能够以流程图或图表等视觉化方式记录和绘製客户旅程，帮助识别痛点、了解客户需求并适当调整业务目标。

客户旅程图软体的主要用途是改善客户经验(CX)。了解客户旅程的各个阶段和接触点可以帮助企业识别痛点和需要改进的领域。例如，如果客户旅程图显示消费者经常在付款阶段放弃购物车，企业可以透过简化结帐流程、提供更清楚的说明、提供更多付款方式或其他方式来调查和解决问题。

CJMS 使用进阶分析技术来更深入地了解客户行为和偏好。透过将巨量资料与预测分析结合，企业可以预测客户需求并在问题发生之前发现潜在问题。这种主动策略使公司能够即时修改服务和互动，从而带来流畅且有益的消费者体验。透过分析来自多个接触点的大量数据，企业可以整体情况消费者旅程，并发现可用于指导策略选择和优化行销工作的模式和趋势。

全球客户旅程地图软体市场动态

影响全球客户旅程图软体市场的关键市场动态是：

关键市场驱动因素

更重视客户经验(CX)：企业越来越意识到提供良好的客户体验对于维持品牌忠诚度和增加收益的重要性。客户旅程图软体可让您精确定位客户互动点，改善您的 CX 并使您在竞争中脱颖而出。

实施全通路行销：现今的消费者透过多个平台（网站、社群媒体、行动应用程式等）与品牌互动。透过客户旅程图软体追踪这些多管道互动并了解客户行为，可以帮助您客製化行销工作，从而实现更好的参与。

需要数据洞察：企业意识到需要数据洞察来了解客户的行为和偏好。客户旅程图软体彙总并探索来自各种来源的客户讯息，以提供提高客户参与和忠诚度的关键见解。

监管合规要求：某些部分必须遵守强制执行资料隐私和安全标准的法规。客户旅程图软体可以透过提供密切追踪和管理客户资讯的工具来帮助企业满足这些监管要求。

中小型企业的采用率不断提高：虽然客户旅程地图软体以前在大型企业中很常见，但现在正在扩展到中小型企业 (SMB)。云端基础的解决方案和订阅模式正在扩大这项技术对更广泛企业的吸引力。

主要问题

资料整合挑战：将来自各种来源（CRM 系统、网站分析、社群媒体等）的资料整合到客户旅程地图软体中是一个公认的挑战。确保软体内资料的一致性和完整性可能需要公司投入额外的资源和专业知识。

资料安全问题：客户旅程图软体储存敏感的客户数据，凸显了严格的资料安全措施对于保护客户隐私和建立信任的重要性。

客製化问题：客製化是一个挑战，因为客户旅程的复杂性和多样性会根据行业和用户的不同而有所不同。一些客户旅程地图软体解决方案在完全适应您的特定业务需求的映射过程方面提供了有限的灵活性。

对熟练员工的需求有效使用客户旅程图软体通常依赖于能够分析数据、获取见解并将这些见解转化为可操作策略的熟练员工。组织内缺乏此类技能可能会限制软体的有效性。

难以衡量投资报酬率：衡量客户旅程图软体的投资收益(ROI) 很困难。设定并长期监控清晰的指标对于公司展示其软体如何促进客户获取、保留和收益成长至关重要。

主要趋势

人工智慧 (AI) 和机器学习 (ML) 的进步：将 AI 和 ML 整合到客户旅程地图软体中的趋势因其自动执行分析任务、处理大量资料集以及提供客户经验的预测见解的能力而受到关注。

对即时客户旅程图的需求：企业越来越倾向于能够即时绘製客户旅程图的解决方案。这些功能使您能够快速回应客户行为并实施主动参与策略。

与行销自动化工具整合：将您的客户旅程地图软体与您的行销自动化平台集成，使您能够使用客户数据和旅程洞察来推动个人化、自动化的行销计划。

专注于员工体验 (EX)：人们开始专注于将员工体验 (EX) 与客户体验 (CX) 联繫起来，一些软体解决方案现在融入了绘製员工旅程图的能力。该策略的目标是提高员工参与度和满意度，预计这将改善 CX。

新兴市场的扩张：亚太地区和拉丁美洲等新兴市场正在见证客户旅程图软体市场的扩张。由于企业优先考虑客户体验，这些地区对此类软体的需求预计会增加。

更重视使用者介面 (UI) 和使用者体验 (UX)：为了让各种规模的企业都能更轻鬆地使用客户旅程地图软体，软体供应商正专注于开发使用者友善的介面和功能。

目录

第一章 引言

• 市场定义
• 市场区隔
• 调查方法

第二章执行摘要

• 主要发现
• 市场概览
• 市集亮点

第三章市场概述

• 市场规模和成长潜力
• 市场趋势
• 市场驱动因素
• 市场限制
• 市场机会
• 波特五力分析

4. 客户旅程地图软体市场（按功能）

• 地图和视觉化工具
• 分析和报告工具
• 整合工具

第五章 依实施类型分類的客户旅程地图软体市场

• 云端基础
• 本地

6. 客户旅程地图软体市场（依组织规模）

• 中小型企业
• 大公司

第七章区域分析

• 北美洲
• 美国
• 加拿大
• 墨西哥
• 欧洲
• 英国
• 德国
• 法国
• 义大利
• 亚太地区
• 中国
• 日本
• 印度
• 澳洲
• 拉丁美洲
• 巴西
• 阿根廷
• 智利
• 中东和非洲
• 南非
• 沙乌地阿拉伯
• 阿拉伯聯合大公国

第八章市场动态

• 市场驱动因素
• 市场限制
• 市场机会
• COVID-19 市场影响

第九章 竞争态势

• 主要企业
• 市场占有率分析

第十章 公司简介

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

第十一章 市场展望与机会

• 新兴技术
• 未来市场趋势
• 投资机会

第十二章 附录

• 简称列表
• 来源和参考文献

Customer Journey Mapping Software Market Size And Forecast

Customer Journey Mapping Software size was valued to be USD 10.8 Billion in the year 2024 and it is expected to reach USD 53.6 Billion in 2032, at a CAGR of 13.8% over the forecast period of 2026 to 2032.

Customer Journey Mapping (CJM) software is a specialist application that helps organizations see and analyze the various stages of a customer's interaction with a firm. This program delivers a full and comprehensive perspective of the customer experience from the first contact to the final encounter allowing businesses to optimize their operations and increase overall customer satisfaction. The essence of CJM software is its capacity to record and map out the customer journey in a visual manner such as a flowchart or diagram which aids in identifying pain points, understanding customer wants, and aligning business goals appropriately.

The primary application of customer journey mapping software is to improve customer experience (CX). Understanding the various stages and touchpoints of the customer journey allows firms to discover pain points and areas for improvement. For example, if a customer journey map shows that consumers regularly abandon their shopping carts at the payment stage, the company can investigate and fix the problem whether by streamlining the checkout process, providing clearer instructions, or offering more payment options.

CJMS will use advanced analytics to deliver more detailed insights into client behavior and preferences. The integration of big data and predictive analytics will enable organizations to anticipate client wants and identify possible problems before they arise. This proactive strategy will allow businesses to modify their services and interactions in real-time resulting in a smooth and rewarding consumer experience. Businesses will obtain a holistic picture of the consumer journey by analyzing massive volumes of data from multiple touchpoints revealing patterns and trends that can be used to guide strategic choices and optimize marketing efforts.

Global Customer Journey Mapping Software Market Dynamics

The key market dynamics that are shaping the global customer journey mapping software market include:

Key Market Drivers

Enhanced Attention to Customer Experience (CX): The importance of delivering superior customer experiences for sustaining brand loyalty and boosting revenue is increasingly acknowledged by businesses. The ability of customer journey mapping software to enable businesses to pinpoint and refine customer interaction points throughout their journey is leading to enhanced CX and competitive differentiation.

Embracing Omnichannel Marketing: The engagement of modern consumers with brands through diverse platforms (including websites, social media, and mobile apps) is noted. The tracking of these multi-channel interactions and the understanding of customer behavior facilitated by customer journey mapping software assist in tailoring marketing efforts for better engagement.

The Requirement for Insights Based on Data: The necessity for insights driven by data in comprehending customer behavior and preferences is recognized by businesses. Through the aggregation and examination of customer information from various sources, customer journey mapping software offers critical insights for augmenting customer engagement and loyalty.

Regulatory Compliance Demands: Certain sectors are governed by regulations that enforce data privacy and security standards. Tools for meticulous tracking and management of customer information are provided by customer journey mapping software aiding businesses in meeting these regulatory requirements.

Increased Utilization Among SMBs: The adoption of customer journey mapping software previously more common among larger corporations, is now expanding to Small and Medium Businesses (SMBs). The appeal of this technology to a broader business spectrum is being enhanced by cloud-based solutions and subscription models.

Key Challenges

Challenges in Data Integration: The challenge of amalgamating data from varied sources (such as CRM systems, website analytics, and social media) into customer journey mapping software is recognized. To ensure the integrity and completeness of data within the software, businesses may find themselves in need of extra resources or expertise.

Concerns Over Data Security: The storage of sensitive customer data by customer journey mapping software highlights the critical need for stringent data security measures to safeguard customer privacy and foster trust.

Issues with Customization: The complexity and variability of customer journeys depending on industry and audience pose customization challenges. A noted limitation in the flexibility of some customer journey mapping software solutions to completely adapt the mapping process to specific business needs is observed.

The Necessity for Skilled Staff: Effective employment of customer journey mapping software is often contingent on having skilled staff capable of data analysis, insight derivation, and the conversion of these insights into practical strategies. The absence of such skills within an organization can limit the effectiveness of the software.

Difficulties in Measuring ROI: The task of measuring the return on investment (ROI) from customer journey mapping software poses difficulties. For businesses to demonstrate the software's contribution to customer acquisition, retention, and revenue growth, the establishment and monitoring of clear metrics over time is essential.

Key Trends

Advancements in Artificial Intelligence (AI) and Machine Learning (ML): The trend towards integrating AI and ML with customer journey mapping software is noted for its ability to automate analytical tasks, process extensive datasets, and deliver predictive insights for customizing customer experiences.

Demand for Real-Time Customer Journey Mapping: The preference for solutions enabling real-time mapping of customer journeys is growing among businesses. Such capabilities allow for swift responses to customer actions and the implementation of proactive engagement strategies.

Integration with Marketing Automation Tools: The facilitation of personalized automated marketing initiatives based on customer data and journey insights is enabled by the integration of customer journey mapping software with marketing automation platforms.

Emphasis on Employee Experience (EX): An emerging focus on linking employee experience (EX) with customer experience (CX) is leading some software solutions to incorporate features for mapping the employee journey. This strategy aims at boosting employee engagement and satisfaction which is expected to result in improved CX.

Expansion in Emerging Markets: An upswing in the customer journey mapping software market within emerging regions such as Asia Pacific and Latin America is observed. The prioritization of customer experience by businesses in these areas is anticipated to drive increased demand for such software.

Enhanced Focus on User Interface (UI) and User Experience (UX): An emphasis on developing interfaces and functionalities that are user-friendly is being placed by software vendors aiming to make customer journey mapping software more accessible for businesses across various sizes.

Global Customer Journey Mapping Software Market Regional Analysis

Here is a more detailed regional analysis of the global customer journey mapping software market:

North America:

The North American region is estimated to dominate the market during the forecast period characterized by its significant dominance and the highest adoption rates observed in the United States. This dominance is largely due to the innovative efforts of numerous technology giants and emerging startups within the region focusing on enhancing customer experience solutions.

In this region, a notable reliance on cutting-edge technologies like AI and machine learning is observed within the realm of customer journey mapping software. These technologies are harnessed to gain deeper insights into customer behaviors and preferences enabling companies to offer more personalized and efficient experiences. The development and adoption of customer journey mapping software in North America are significantly influenced by a stringent regulatory environment especially concerning data protection and privacy.

An innovative culture in North America encourages the integration of customer journey mapping software with other digital marketing tools and platforms enhancing the understanding of the customer journey and leading to more effective marketing strategies.

Asia-Pacific:

The Asia-Pacific region is estimated to exhibit the highest growth within the market during the forecast period driven by rapid digital transformation and economic growth. A noticeable increase in the adoption of such software is seen in countries like China, Japan, and India as businesses aim to tap into the growing digital consumer base. The widespread use of the internet and mobile devices in the Asia-Pacific region creates an ideal environment for adopting customer journey mapping software. This technological backdrop enables companies to track a broad spectrum of customer interactions across various channels.

There is an increasing recognition in the Asia-Pacific region of the critical role that customer experience plays in achieving business success. As a strategic tool for boosting customer satisfaction and loyalty, investment in customer journey mapping software is on the rise among companies. The diverse cultures and languages present in the Asia-Pacific region introduce unique challenges and opportunities for customizing customer journey mapping software. Providers that offer adaptable solutions to this dynamic market's needs are poised to secure a competitive advantage.

Global Customer Journey Mapping Software Market Segmentation Analysis

The Global Customer Journey Mapping Software Market is segmented based on Functionality, Deployment Mode, Organization Size, And Geography.

Customer Journey Mapping Software Market, By Functionality

• Mapping and Visualization Tools
• Analysis and Reporting Tools
• Integration Tools

Based on Functionality, the market is divided into Mapping and Visualization Tools, Analysis and Reporting Tools, Integration Tools. Mapping and Visualization Tools dominate the customer journey mapping software market. This dominance is primarily due to their essential role in creating visual representations that are easy to understand and share across teams. These tools help businesses clearly outline and communicate the customer journey, identify pain points, and visualize the impact of different touchpoints. The intuitive visual formats aid in cross-functional collaboration ensuring all departments have a unified understanding of the customer experience. Additionally, the demand for user-friendly interfaces and the ability to quickly create comprehensive journey maps without extensive technical expertise drive the popularity of these tools. As businesses prioritize customer-centric strategies, the clarity and accessibility provided by mapping and visualization Tools make them indispensable.

Customer Journey Mapping Software Market, By Deployment Mode

• Cloud-Based
• On-Premises

Based on Deployment Mode, the market is divided into Cloud-Based, On-Premises. Mapping and Visualization Tools dominate the customer journey mapping software market. This dominance is primarily due to their essential role in creating visual representations that are easy to understand and share across teams. These tools help businesses clearly outline and communicate the customer journey, identify pain points, and visualize the impact of different touchpoints. The intuitive visual formats aid in cross-functional collaboration ensuring all departments have a unified understanding of the customer experience. Additionally, the demand for user-friendly interfaces and the ability to quickly create comprehensive journey maps without extensive technical expertise drive the popularity of these tools.

Customer Journey Mapping Software Market, By Organization Size

• Small and Medium-sized Enterprises
• Large Enterprises

Based on Organization Size, the market is divided into Small and Medium-sized Enterprises, Large Enterprises. In the customer journey mapping software (CJMS) market, large enterprises are typically dominant compared to small and medium-sized enterprises (SMEs). This dominance can be attributed to several factors. Large enterprises generally have more complex customer journeys due to their extensive operations and diverse customer bases. They often require sophisticated CJMS solutions capable of handling large volumes of data and providing advanced analytics to support their comprehensive customer experience management strategies.

Customer Journey Mapping Software Market, By Geography

Based on Regional Analysis, the market is divided into North America, Asia-Pacific, Latin America, Middle East & Africa, and Europe. North America is currently the dominant region in the customer journey mapping software (CJMS) market. The United States, in particular drives this dominance due to its advanced technological infrastructure, widespread adoption of digital transformation strategies by businesses across various industries, and a strong emphasis on customer experience management. Additionally, North America's proactive approach towards innovation and early adoption of new technologies positions it as a key driver of market demand for CJMS solutions.

Key Players

• The Global Customer Journey Mapping Software Market study report will provide valuable insight with an emphasis on the market including some of the major players of the industry are Microsoft, Gliffy, Canvanizer, Xmind, OmniGraffle, Smaply, Touchpoint, IBM, Smartlook, UXPressia, Piwik PRO, and Custellence.

Our market analysis offers detailed information on major players wherein our analysts provide insight into the financial statements of all the major players, product portfolio, product benchmarking, and SWOT analysis. The competitive landscape section also includes market share analysis, key development strategies, recent developments, and market ranking analysis of the above-mentioned players globally.

TABLE OF CONTENTS

1. Introduction

• Market Definition
• Market Segmentation
• Research Methodology

2. Executive Summary

• Key Findings
• Market Overview
• Market Highlights

3. Market Overview

• Market Size and Growth Potential
• Market Trends
• Market Drivers
• Market Restraints
• Market Opportunities
• Porter's Five Forces Analysis

4. Customer Journey Mapping Software Market, By Functionality

• Mapping and Visualization Tools
• Analysis and Reporting Tools
• Integration Tools

5. Customer Journey Mapping Software Market, By Deployment Mode

• Cloud-Based
• On-Premises

6. Customer Journey Mapping Software Market, By Organization Size

• Small and Medium-sized Enterprises (SMEs)
• Large Enterprises

7. Regional Analysis

• North America
• United States
• Canada
• Mexico
• Europe
• United Kingdom
• Germany
• France
• Italy
• Asia-Pacific
• China
• Japan
• India
• Australia
• Latin America
• Brazil
• Argentina
• Chile
• Middle East and Africa
• South Africa
• Saudi Arabia
• UAE

8. Market Dynamics

• Market Drivers
• Market Restraints
• Market Opportunities
• Impact of COVID-19 on the Market

9. Competitive Landscape

• Key Players
• Market Share Analysis

10. Company Profiles

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

11. Market Outlook and Opportunities

• Emerging Technologies
• Future Market Trends
• Investment Opportunities

12. Appendix

• List of Abbreviations
• Sources and References