客戶旅程地圖軟體市場規模，全球依功能、部署類型、組織規模、地理分類，預測至 2025 年

客戶旅程地圖軟體市場規模與預測

預計客戶旅程圖軟體市場規模在 2024 年將達到 108 億美元，到 2032 年將達到 536 億美元，預測期內（2026-2032 年）的複合年成長率為 13.8%。

客戶旅程圖 (CJM) 軟體是一種專門的應用程式，可協助企業識別和分析客戶與公司互動的不同階段。該計劃提供了從第一次接觸到最後一次接觸的完整且全面的客戶體驗觀點，使公司能夠最佳化業務並提高整體客戶滿意度。 CJM 軟體的本質是能夠以流程圖或圖表等視覺化方式記錄和繪製客戶旅程，幫助識別痛點、了解客戶需求並適當調整業務目標。

客戶旅程圖軟體的主要用途是改善客戶經驗(CX)。了解客戶旅程的各個階段和接觸點可以幫助企業識別痛點和需要改進的領域。例如，如果客戶旅程圖顯示消費者經常在付款階段放棄購物車，企業可以透過簡化結帳流程、提供更清楚的說明、提供更多付款方式或其他方式來調查和解決問題。

CJMS 使用進階分析技術來更深入地了解客戶行為和偏好。透過將巨量資料與預測分析結合，企業可以預測客戶需求並在問題發生之前發現潛在問題。這種主動策略使公司能夠即時修改服務和互動，從而帶來流暢且有益的消費者體驗。透過分析來自多個接觸點的大量數據，企業可以整體情況消費者旅程，並發現可用於指導策略選擇和最佳化行銷工作的模式和趨勢。

全球客戶旅程地圖軟體市場動態

影響全球客戶旅程圖軟體市場的關鍵市場動態是：

關鍵市場促進因素

更重視客戶經驗(CX)：企業越來越意識到提供良好的客戶體驗對於維持品牌忠誠度和增加收益的重要性。客戶旅程圖軟體可讓您精確定位客戶互動點，改善您的 CX 並使您在競爭中脫穎而出。

實施全通路行銷：現今的消費者透過多個平台（網站、社群媒體、行動應用程式等）與品牌互動。透過客戶旅程圖軟體追蹤這些多管道互動並了解客戶行為，可以幫助您客製化行銷工作，從而實現更好的參與。

需要數據洞察：企業意識到需要數據洞察來了解客戶的行為和偏好。客戶旅程圖軟體彙總並探索來自各種來源的客戶訊息，以提供提高客戶參與和忠誠度的關鍵見解。

監管合規要求：某些部分必須遵守強制執行資料隱私和安全標準的法規。客戶旅程圖軟體可以透過提供密切追蹤和管理客戶資訊的工具來幫助企業滿足這些監管要求。

中小型企業的採用率不斷提高：雖然客戶旅程地圖軟體以前在大型企業中很常見，但現在正在擴展到中小型企業 (SMB)。雲端基礎的解決方案和訂閱模式正在擴大這項技術對更廣泛企業的吸引力。

主要問題

資料整合挑戰：將來自各種來源（CRM 系統、網站分析、社群媒體等）的資料整合到客戶旅程地圖軟體中是一個公認的挑戰。確保軟體內資料的一致性和完整性可能需要公司投入額外的資源和專業知識。

資料安全問題：客戶旅程圖軟體儲存敏感的客戶數據，凸顯了嚴格的資料安全措施對於保護客戶隱私和建立信任的重要性。

客製化問題：客製化是一個挑戰，因為客戶旅程的複雜性和多樣性會根據行業和用戶的不同而有所不同。一些客戶旅程地圖軟體解決方案在完全適應您的特定業務需求的映射過程方面提供了有限的靈活性。

對熟練員工的需求有效使用客戶旅程圖軟體通常依賴於能夠分析數據、獲取見解並將這些見解轉化為可操作策略的熟練員工。組織內缺乏此類技能可能會限制軟體的有效性。

難以衡量投資報酬率：衡量客戶旅程圖軟體的投資收益(ROI) 很困難。設定並長期監控清晰的指標對於公司展示其軟體如何促進客戶獲取、保留和收益成長至關重要。

主要趨勢

人工智慧 (AI) 和機器學習 (ML) 的進步：將 AI 和 ML 整合到客戶旅程地圖軟體中的趨勢因其自動執行分析任務、處理大量資料集以及提供客戶經驗的預測見解的能力而受到關注。

對即時客戶旅程圖的需求：企業越來越傾向於能夠即時繪製客戶旅程圖的解決方案。這些功能使您能夠快速回應客戶行為並實施主動參與策略。

與行銷自動化工具整合：將您的客戶旅程地圖軟體與您的行銷自動化平台整合，使您能夠使用客戶數據和旅程洞察來推動個人化、自動化的行銷計劃。

專注於員工體驗 (EX)：人們開始專注於將員工體驗 (EX) 與客戶體驗 (CX) 聯繫起來，一些軟體解決方案現在融入了繪製員工旅程圖的能力。該策略的目標是提高員工參與度和滿意度，預計這將改善 CX。

新興市場的擴張：亞太地區和拉丁美洲等新興市場正在見證客戶旅程圖軟體市場的擴張。由於企業優先考慮客戶體驗，這些地區對此類軟體的需求預計會增加。

更重視使用者介面 (UI) 和使用者體驗 (UX)：為了讓各種規模的企業都能更輕鬆地使用客戶旅程地圖軟體，軟體供應商正專注於開發使用者友善的介面和功能。

目錄

第1章 引言

• 市場定義
• 市場區隔
• 調查方法

第2章執行摘要

• 主要發現
• 市場概覽
• 市場亮點

第3章市場概述

• 市場規模和成長潛力
• 市場趨勢
• 市場促進因素
• 市場限制
• 市場機會
• 波特五力分析

4. 客戶旅程地圖軟體市場（按功能）

• 地圖和視覺化工具
• 分析和報告工具
• 整合工具

第5章 依實施類型分類的客戶旅程地圖軟體市場

• 雲端基礎
• 本地

6. 客戶旅程地圖軟體市場（依組織規模）

• 中小型企業
• 主要企業

第7章區域分析

• 北美洲
• 美國
• 加拿大
• 墨西哥
• 歐洲
• 英國
• 德國
• 法國
• 義大利
• 亞太地區
• 中國
• 日本
• 印度
• 澳洲
• 拉丁美洲
• 巴西
• 阿根廷
• 智利
• 中東和非洲
• 南非
• 沙烏地阿拉伯
• 阿拉伯聯合大公國

第8章市場動態

• 市場促進因素
• 市場限制
• 市場機會
• COVID-19 市場影響

第9章 競爭態勢

• 主要企業
• 市場佔有率分析

第10章 公司簡介

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

第11章 市場展望與機會

• 新興技術
• 未來市場趨勢
• 投資機會

第12章 附錄

• 簡稱列表
• 來源和參考文獻

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