The customer journey mapping software market is anticipated to document a CAGR of 16.3% during the period of 2022 to 2032. The market is anticipated to reach USD 48.5 Billion in 2032, from USD 10.7 Billion in 2022.
The global customer journey mapping software market is primarily driven by the increasing adoption of journey mapping software by all types of enterprises., which is an essential factor propelling the market growth during the analysis period.
Customer journey mapping is just as essential for SME enterprises as it is for larger companies. Customer prospects are changing for all businesses, regardless of size - customers demand an Omni-channel methodology for customer service, marketing, and sales.
| Attributes | Details |
|---|---|
| Customer Journey Mapping Software Market CAGR (2022 to 2032) | 16.3% |
| Customer Journey Mapping Software Market (2022) | USD 10.7 Billion |
| Customer Journey Mapping Software Market (2032) | USD 48.5 Billion |
Increasing adoption of Journey Mapping Software will boost the market growth
The global customer journey-mapping software market is primarily driven by the increasing adoption of journey-mapping software by all types of enterprises. There is augmenting demand for lead conversion amongst enterprises point of interaction between customers and business needs to be increased.
By using customer journey mapping software, the rate of conversion, as well as the profit, will develop, thus leading conversion amongst enterprises will foster the growth of the industry. The customer journey mapping software is one such program, which aligns the organization’s goals and objectives with its customer. This is also anticipated to boost the market growth over the analysis period.
Further, businesses are more reliant on extending their tools and platforms on the cloud, and the adoption of cloud-based platforms has been developed over the past years, owing to factors such as ease of deployment, cost-effectiveness, flexibility, and increased productivity.
The market players are offering dedicated cloud-based customer journey mapping software. This will significantly intensify the growth of the Customer Journey Mapping Software Market during the forecast period.
The advancement in digital technology has led businesses to rethink their business model around their customers, the rate of adoption of smart devices has increased over the years and the customer experience model is also changing. Companies are adopting digital technologies to stay ahead of their competitors. Digital transformation will force companies to find solutions that will transform their business instead of the old ways of working.
Customer journey mapping provides companies with efficient mapping techniques by analyzing customer journeys, which is expected to provide new opportunities for customer journey mapping software provider companies. Thus, digital transformation will accelerate the growth of the customer journey mapping software market in the forthcoming years.
For instance, CRMs are considered one form of customer journey mapping tool because they help companies keep track of their customers through various touchpoints including email interaction history and contact center conversations among others.
Difficulty in quantifying Customer Experience ROI
All organizations want to measure and manage their efforts with numbers. Quantifying the ROI of customer experience is the toughest challenge for CX leaders, but it is most important for brands to justify financial results. Organizations across industries struggle to connect customer behavior and journeys to business-critical KPIs, such as revenue, churn, and cost to serve.
The organization faces an inability to measure the impact of CX on business outcomes, which makes it difficult to secure a CX budget. Organizations that are challenged to quantify the ROI of CX initiatives report stagnant budgets or small decreases. Without resources, CX leaders cannot invest in the technology necessary to effectively measure and improve customer experience. Investing in CX brings a strong return on investment.
The key is using data to prove the ROI of CX. Investing in customer experience builds a powerful lifeline between customers and the company. A large amount of structured and unstructured databases require significant resources, such as money, time, and employees, to analyze. This creates issues that block the optimum ROI from customer journey analytics.
Data Security and Privacy Concerns
Security threats are projected to grow even further in the future. In the past four years, the financial impact of cybercrimes has increased by nearly 78%, and the time it takes to resolve cyberattacks has doubled. There are privacy concerns that are faced by many businesses.
The data stored on the cloud is at risk, which in turn is expected to restrain the growth of the global Customer Journey Mapping Software Market. Data breaches are frequent theft faced by various organizations. These threats are hijacking, insider threats, malware injection, and insecure APIs.
How Does the Focus on Virtual Touchpoints Propel Market Growth?
The emergence of technologies such as artificial intelligence (AI) is expected to create enormous revenue growth opportunities for the customer journey mapping market to provide a convenient, intelligent, and informed customer experience at any point along the customer journey. This will lead to re-structure customer experiences and end-to-end customer journey patterns that are unified around personal information.
In addition, with the proliferation of machine learning capabilities in behavioral analytics, the new generation of data unification tools will make the daunting task of data synchronization cost-efficient, fast, and relatively pain-free. In-the-moment engagement models will lead the customer journey analytics SaaS platforms to deliver comprehensive real-time touchpoint integration with minimal investment.
Cross-channel journey analytics with the launch of advanced applications such as chatbots, virtual assistants, and others, is further expected to boost the growth of the market in the near future.
Rise in demand for Real-Time Customer Journey Mapping for generating Actionable Insights
In today’s digital and big data era, data can be structured or unstructured, and most of it resides outside enterprises. Thus, it has become crucial to have a platform that can be used to integrate various customer information.
Currently, enterprises need a comprehensive customer journey analytics platform that can collect a high volume of customer data in real-time to provide meaningful insights. This can assimilate data, structure, refine, provide the exploratory capability, identify and evaluate various patterns, and help make insight-based decisions faster.
Customer journey mapping offers layers that enable users to explore data in understanding customer needs and project trends and draw valuable insights using known analysis methods, such as sales and marketing optimization, cost optimization, risk management, and social network analysis.
The latest data and analytics tools are projected to provide growth opportunities to analyze data for the benefit of customers and the market. They help in making changes in internal processes and developing the product and service model.
Large Enterprises segment to witness considerable CAGR for the market growth
The large enterprise's segment of the customer journey mapping software market accounts for the highest CAGR of 15.8% during the forecast period, attributed to the increasing demand, particularly from this segment.
Customer experience journey mapping software helps large enterprises understand a customer’s full experience using effective visualizations. It also helps to improve and intensify the full customer experience by generating a visualization of every customer touchpoint.
The solutions segment is likely to be the highest CAGR holder for the market growth
The solutions segment of the customer journey mapping software market is expected to grow at the highest CAGR of 16.0% during the forecast period. Under the solutions segment, cloud-based deployment of customer journey mapping software will dominate the market over the forecast period, as the cloud technology provides better flexibility, a high degree of security, and a level of control and it is also a cost-effective solution.
Cloud deployment helps businesses to accomplish cross-channel communication with their customers, enabling them to send information via emails, text messages, push alerts, in-app, and web notifications, as well as on-site warnings. It can also be used to share online and offline reviews as well as feedback reports with customers.
Adoption of new technology to Widen the Scope of the market in North America
North America is expected to dominate the customer journey mapping software market, owing to the immediate adoption of new and emerging technologies and the presence of significant market players in the region.
The USA is expected to hold a significant position in the global customer journey mapping software market, experiencing a CAGR of 16.1% during the forecast period.
Customer Journey Mapping Software Market in China to Witness Better Growth Opportunities
The Asia Pacific region is expected to grow at the highest CAGR during the forecast period, owing to the growing adoption of customer journey mapping software. The growing awareness for enhancing customer experience in key countries, such as China, India, and Japan, is expected to fuel the adoption of customer journey analytics solutions and services.
In addition, the commercialization of AI and ML technology, giving rise to increased customer data, and the need for further advancements to leverage its benefits to the maximum are expected to drive the adoption of the customer journey mapping software market in the region. China is expected to represent the highest CAGR of 15.7% in the customer journey mapping software market during the forecast period.
Microsoft, Gliffy, Canvanizer, Xmind, OmniGraffle, Smaply, Touchpoint, IBM, Smartlook, UXPressia, Piwik PRO, and Custellence, among others are the top companies in the global customer journey mapping software market.
With a sizable customer journey mapping software market share, these main firms are concentrating on growing their consumer base into new countries. These businesses are making use of strategic collaboration initiatives to grow their market share and profits.
Mid-size and smaller businesses, on the other hand, are expanding their market presence by gaining new contracts and entering new markets, thanks to technical developments and product innovations.
Recent Developments
Table 01: Global Market Value (US$ Million), By Offering, 2015 to 2021
Table 02: Global Market Value (US$ Million), By Offering, 2022 to 2032
Table 03: Global Market Value (US$ Million), By Organization Size, 2015 to 2021
Table 04: Global Market Value (US$ Million), By Organization Size, 2022 to 2032
Table 05: Global Market Value (US$ Million), By End-User, 2015 to 2021
Table 06: Global Market Value (US$ Million), By End-User, 2022 to 2032
Table 07: Global Market Value (US$ Million), By Platform, 2015 to 2021
Table 08: Global Market Value (US$ Million), By Platform, 2022 to 2032
Table 09: Global Market, By Region, 2015 to 2021
Table 10: Global Market, By Region, 2022 to 2032
Table 11: North America Market Value (US$ Million), By Offering, 2015 to 2021
Table 12: North America Market Value (US$ Million), By Offering, 2022 to 2032
Table 13: North America Market Value (US$ Million), By Organization Size, 2015 to 2021
Table 14: North America Market Value (US$ Million), By Organization Size, 2022 to 2032
Table 15: North America Market Value (US$ Million), By End-User, 2015 to 2021
Table 16: North America Market Value (US$ Million), By End-User, 2022 to 2032
Table 17: North America Market Value (US$ Million), By Platform, 2015 to 2021
Table 18: North America Market Value (US$ Million), By Platform, 2022 to 2032
Table 19: North America Market, By Country, 2015 to 2021
Table 20: North America Market, By Country, 2022 to 2032
Table 21: Latin America Market Value (US$ Million), By Offering, 2015 to 2021
Table 22: Latin America Market Value (US$ Million), By Offering, 2022 to 2032
Table 23: Latin America Market Value (US$ Million), By Organization Size, 2015 to 2021
Table 24: Latin America Market Value (US$ Million), By Organization Size, 2022 to 2032
Table 25: Latin America Market Value (US$ Million), By End-User, 2015 to 2021
Table 26: Latin America Market Value (US$ Million), By End-User, 2022 to 2032
Table 27: Latin America Market Value (US$ Million), By Platform, 2015 to 2021
Table 28: Latin America Market Value (US$ Million), By Platform, 2022 to 2032
Table 29: Latin America Market, By Country, 2015 to 2021
Table 30: Latin America Market, By Country, 2022 to 2032
Table 31: Europe Market Value (US$ Million), By Offering, 2015 to 2021
Table 32: Europe Market Value (US$ Million), By Offering, 2022 to 2032
Table 33: Europe Market Value (US$ Million), By Organization Size, 2015 to 2021
Table 34: Europe Market Value (US$ Million), By Organization Size, 2022 to 2032
Table 35: Europe Market Value (US$ Million), By End-User, 2015 to 2021
Table 36: Europe Market Value (US$ Million), By End-User, 2022 to 2032
Table 37: Europe Market Value (US$ Million), By Platform, 2015 to 2021
Table 38: Europe Market Value (US$ Million), By Platform, 2022 to 2032
Table 39: Europe Market, By Country, 2015 to 2021
Table 40: Europe Market, By Country, 2022 to 2032
Table 41: Asia Pacific Market Value (US$ Million), By Offering, 2015 to 2021
Table 42: Asia Pacific Market Value (US$ Million), By Offering, 2022 to 2032
Table 43: Asia Pacific Market Value (US$ Million), By Organization Size, 2015 to 2021
Table 44: Asia Pacific Market Value (US$ Million), By Organization Size, 2022 to 2032
Table 45: Asia Pacific Market Value (US$ Million), By End-User, 2015 to 2021
Table 46: Asia Pacific Market Value (US$ Million), By End-User, 2022 to 2032
Table 47: Asia Pacific Market Value (US$ Million), By Platform, 2015 to 2021
Table 48: Asia Pacific Market Value (US$ Million), By Platform, 2022 to 2032
Table 49: Asia Pacific Market, By Country, 2015 to 2021
Table 50: Asia Pacific Market, By Country, 2022 to 2032
Table 51: MEA Market Value (US$ Million), By Offering, 2015 to 2021
Table 52: MEA Market Value (US$ Million), By Offering, 2022 to 2032
Table 53: MEA Market Value (US$ Million), By Organization Size, 2015 to 2021
Table 54: MEA Market Value (US$ Million), By Organization Size, 2022 to 2032
Table 55: MEA Market Value (US$ Million), By End-User, 2015 to 2021
Table 56: MEA Market Value (US$ Million), By End-User, 2022 to 2032
Table 57: MEA Market Value (US$ Million), By Platform, 2015 to 2021
Table 58: MEA Market Value (US$ Million), By Platform, 2022 to 2032
Table 59: MEA Market, By Country, 2015 to 2021
Table 60: MEA Market, By Country, 2022 to 2032
Figure 01: Global Market Value (US$ Million) and Year-on-Year Growth, 2015 to 2032
Figure 02: Global Market Absolute $ Historical Gain (2015 to 2021) and Opportunity (2022 to 2032), US$ Million
Figure 03: Global Market Share, By Offering, 2022 & 2032
Figure 04: Global Market Y-o-Y Growth Projections, By Offering - 2022 to 2032
Figure 05: Global Market Attractiveness Index, By Offering - 2022 to 2032
Figure 06: Global Market Share, By Organization Size, 2022 & 2032
Figure 07: Global Market Y-o-Y Growth Projections, By Organization Size - 2022 to 2032
Figure 08: Global Market Attractiveness Index, By Organization Size - 2022 to 2032
Figure 09: Global Market Share, By Platform, 2022 & 2032
Figure 10: Global Market Y-o-Y Growth Projections, By Platform - 2022 to 2032
Figure 11: Global Market Attractiveness Index, By Platform - 2022 to 2032
Figure 12: Global Market Share, By End-User, 2022 & 2032
Figure 13: Global Market Y-o-Y Growth Projections, By End-User - 2022 to 2032
Figure 14: Global Market Attractiveness Index, By End-User - 2022 to 2032
Figure 15: Global Market Share, By Region, 2022 & 2032
Figure 16: Global Market Y-o-Y Growth Projections, By Region - 2022 to 2032
Figure 17: Global Market Attractiveness Index, By Region - 2022 to 2032
Figure 18: North America Market Value (US$ Million) and Year-on-Year Growth, 2015 to 2032
Figure 19: North America Market Absolute $ Opportunity Historical (2015 to 2021) and Forecast Period (2022 to 2032), US$ Million
Figure 20: North America Market Share, By Offering, 2022 & 2032
Figure 21: North America Market Y-o-Y Growth Projections, By Offering - 2022 to 2032
Figure 22: North America Market Attractiveness Index, By Offering - 2022 to 2032
Figure 23: North America Market Share, By Organization Size, 2022 & 2032
Figure 24: North America Market Y-o-Y Growth Projections, By Organization Size - 2022 to 2032
Figure 25: North America Market Attractiveness Index, By Organization Size - 2022 to 2032
Figure 26: North America Market Share, By Platform, 2022 & 2032
Figure 27: North America Market Y-o-Y Growth Projections, By Platform - 2022 to 2032
Figure 28: North America Market Attractiveness Index, By Platform - 2022 to 2032
Figure 29: North America Market Share, By End-User, 2022 & 2032
Figure 30: North America Market Y-o-Y Growth Projections, By End-User - 2022 to 2032
Figure 31: North America Market Attractiveness Index, By End-User - 2022 to 2032
Figure 32: North America Market Share, By Country, 2022 & 2032
Figure 33: North America Market Y-o-Y Growth Projections, By Country - 2022 to 2032
Figure 34: North America Market Attractiveness Index, By Country - 2022 to 2032
Figure 35: Latin America Market Value (US$ Million) and Year-on-Year Growth, 2015 to 2032
Figure 36: Latin America Market Absolute $ Opportunity Historical (2015 to 2021) and Forecast Period (2022 to 2032), US$ Million
Figure 37: Latin America Market Share, By Offering, 2022 & 2032
Figure 38: Latin America Market Y-o-Y Growth Projections, By Offering - 2022 to 2032
Figure 39: Latin America Market Attractiveness Index, By Offering - 2022 to 2032
Figure 40: Latin America Market Share, By Organization Size, 2022 & 2032
Figure 41: Latin America Market Y-o-Y Growth Projections, By Organization Size - 2022 to 2032
Figure 42: Latin America Market Attractiveness Index, By Organization Size - 2022 to 2032
Figure 43: Latin America Market Share, By Platform, 2022 & 2032
Figure 44: Latin America Market Y-o-Y Growth Projections, By Platform - 2022 to 2032
Figure 45: Latin America Market Attractiveness Index, By Platform - 2022 to 2032
Figure 46: Latin America Market Share, By End-User, 2022 & 2032
Figure 47: Latin America Market Y-o-Y Growth Projections, By End-User - 2022 to 2032
Figure 48: Latin America Market Attractiveness Index, By End-User - 2022 to 2032
Figure 49: Latin America Market Share, By Country, 2022 & 2032
Figure 50: Latin America Market Y-o-Y Growth Projections, By Country - 2022 to 2032
Figure 51: Latin America Market Attractiveness Index, By Country - 2022 to 2032
Figure 52: Europe Market Value (US$ Million) and Year-on-Year Growth, 2015 to 2032
Figure 53: Europe Market Absolute $ Opportunity Historical (2015 to 2021) and Forecast Period (2022 to 2032), US$ Million
Figure 54: Europe Market Share, By Offering, 2022 & 2032
Figure 55: Europe Market Y-o-Y Growth Projections, By Offering - 2022 to 2032
Figure 56: Europe Market Attractiveness Index, By Offering - 2022 to 2032
Figure 57: Europe Market Share, By Organization Size, 2022 & 2032
Figure 58: Europe Market Y-o-Y Growth Projections, By Organization Size - 2022 to 2032
Figure 59: Europe Market Attractiveness Index, By Organization Size - 2022 to 2032
Figure 60: Europe Market Share, By Platform, 2022 & 2032
Figure 61: Europe Market Y-o-Y Growth Projections, By Platform - 2022 to 2032
Figure 62: Europe Market Attractiveness Index, By Platform - 2022 to 2032
Figure 63: Europe Market Share, By End-User, 2022 & 2032
Figure 64: Europe Market Y-o-Y Growth Projections, By End-User - 2022 to 2032
Figure 65: Europe Market Attractiveness Index, By End-User - 2022 to 2032
Figure 66: Europe Market Share, By Country, 2022 & 2032
Figure 67: Europe Market Y-o-Y Growth Projections, By Country - 2022 to 2032
Figure 68: Europe Market Attractiveness Index, By Country - 2022 to 2032
Figure 69: MEA Market Value (US$ Million) and Year-on-Year Growth, 2015 to 2032
Figure 70: MEA Market Absolute $ Opportunity Historical (2015 to 2021) and Forecast Period (2022 to 2032), US$ Million
Figure 71: MEA Market Share, By Offering, 2022 & 2032
Figure 72: MEA Market Y-o-Y Growth Projections, By Offering - 2022 to 2032
Figure 73: MEA Market Attractiveness Index, By Offering - 2022 to 2032
Figure 74: MEA Market Share, By Organization Size, 2022 & 2032
Figure 75: MEA Market Y-o-Y Growth Projections, By Organization Size - 2022 to 2032
Figure 76: MEA Market Attractiveness Index, By Organization Size - 2022 to 2032
Figure 77: MEA Market Share, By Platform, 2022 & 2032
Figure 78: MEA Market Y-o-Y Growth Projections, By Platform - 2022 to 2032
Figure 79: MEA Market Attractiveness Index, By Platform - 2022 to 2032
Figure 80: MEA Market Share, By End-User, 2022 & 2032
Figure 81: MEA Market Y-o-Y Growth Projections, By End-User - 2022 to 2032
Figure 82: MEA Market Attractiveness Index, By End-User - 2022 to 2032
Figure 83: MEA Market Share, By Country, 2022 & 2032
Figure 84: MEA Market Y-o-Y Growth Projections, By Country - 2022 to 2032
Figure 85: MEA Market Attractiveness Index, By Country - 2022 to 2032
Figure 86: Asia Pacific Market Value (US$ Million) and Year-on-Year Growth, 2015 to 2032
Figure 87: Asia Pacific Market Absolute $ Opportunity Historical (2015 to 2021) and Forecast Period (2022 to 2032), US$ Million
Figure 88: Asia Pacific Market Share, By Offering, 2022 & 2032
Figure 89: Asia Pacific Market Y-o-Y Growth Projections, By Offering - 2022 to 2032
Figure 90: Asia Pacific Market Attractiveness Index, By Offering - 2022 to 2032
Figure 91: Asia Pacific Market Share, By Organization Size, 2022 & 2032
Figure 92: Asia Pacific Market Y-o-Y Growth Projections, By Organization Size - 2022 to 2032
Figure 93: Asia Pacific Market Attractiveness Index, By Organization Size - 2022 to 2032
Figure 94: Asia Pacific Market Share, By Platform, 2022 & 2032
Figure 95: Asia Pacific Market Y-o-Y Growth Projections, By Platform - 2022 to 2032
Figure 96: Asia Pacific Market Attractiveness Index, By Platform - 2022 to 2032
Figure 97: Asia Pacific Market Share, By End-User, 2022 & 2032
Figure 98: Asia Pacific Market Y-o-Y Growth Projections, By End-User - 2022 to 2032
Figure 99: Asia Pacific Market Attractiveness Index, By End-User - 2022 to 2032
Figure 100: Asia Pacific Market Share, By Country, 2022 & 2032
Figure 101: Asia Pacific Market Y-o-Y Growth Projections, By Country - 2022 to 2032
Figure 102: Asia Pacific Market Attractiveness Index, By Country - 2022 to 2032
As of 2021, the market for customer journey mapping software was valued at USD 9.1 Billion, as per FMI
By 2022 end, sales of customer journey mapping software closed at a value of USD 10.7 Billion
From 2015 to 2021, customer journey mapping software demand expanded at a CAGR of 17.8%
From 2022 to 2032, customer journey mapping software sales are expected to flourish at a CAGR of 16.3%
By 2032, the market value of customer journey mapping software is expected to reach USD 48.5 Billion.
From 2022 to 2032, customer journey mapping software demand in the USA is expected to surge at a CAGR of 16.1%
By enterprise size, the large enterprise category constitutes the bulk of market share with a CAGR of 15.8%.
By offering, the solutions category is expected to dominate the market with a CAGR of 16.0%.
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Customer Journey Mapping Software Market
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