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 US$ 48.5 Billion in 2032, from US$ 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) | US$ 10.7 Billion |
| Customer Journey Mapping Software Market (2032) | US$ 48.5 Billion |
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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.
Principal Consultant
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.
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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
As of 2021, the market for customer journey mapping software was valued at US$ 9.1 Billion, as per FMI
By 2022 end, sales of customer journey mapping software closed at a value of US$ 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 US$ 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%.
1. Executive Summary | Customer Journey Mapping Software Market 1.1. Global Market Outlook 1.2. Summary of Statistics 1.3. Key Market Characteristics & Attributes 1.4. FMI Analysis and Recommendations 2. Market Overview 2.1. Market Coverage 2.2. Market Definition 3. Market Risks and Trends Assessment 3.1. Risk Assessment 3.1.1. COVID-19 Crisis and Impact on Customer Journey Mapping Software 3.1.2. COVID-19 Impact Benchmark with Previous Crisis 3.1.3. Impact on Market Value (US$ Million) 3.1.4. Assessment by Key Countries 3.1.5. Assessment by Key Market Segments 3.1.6. Action Points and Recommendation for Suppliers 3.2. Key Trends Impacting the Market 3.3. Formulation and Product Development Trends 4. Market Background 4.1. Market, by Key Countries 4.2. Market Opportunity Assessment (US$ Million) 4.2.1. Total Available Market 4.2.2. Serviceable Addressable Market 4.2.3. Serviceable Obtainable Market 4.3. Market Scenario Forecast 4.3.1. Demand in Optimistic Scenario 4.3.2. Demand in Likely Scenario 4.3.3. Demand in Conservative Scenario 4.4. Investment Feasibility Analysis 4.4.1. Investment in Established Markets 4.4.1.1. In Short Term 4.4.1.2. In Long Term 4.4.2. Investment in Emerging Markets 4.4.2.1. In Short Term 4.4.2.2. In Long Term 4.5. Forecast Factors - Relevance & Impact 4.5.1. Top Companies Historical Growth 4.5.2. Growth in Automation, By Country 4.5.3. Adoption Rate, By Country 4.6. Market Dynamics 4.6.1. Market Driving Factors and Impact Assessment 4.6.2. Prominent Market Challenges and Impact Assessment 4.6.3. Market Opportunities 4.6.4. Prominent Trends in the Global Market & Their Impact Assessment 5. Key Success Factors 5.1. Manufacturers’ Focus on Low Penetration High Growth Markets 5.2. Banking on with Segments High Incremental Opportunity 5.3. Peer Benchmarking 6. Global Market Demand Analysis 2015 to 2021 and Forecast, 2022 to 2032 6.1. Historical Market Analysis, 2015 to 2021 6.2. Current and Future Market Projections, 2022 to 2032 6.3. Y-o-Y Growth Trend Analysis 7. Global Market Value Analysis 2015 to 2021 and Forecast, 2022 to 2032 7.1. Historical Market Value (US$ Million) Analysis, 2015 to 2021 7.2. Current and Future Market Value (US$ Million) Projections, 2022 to 2032 7.2.1. Y-o-Y Growth Trend Analysis 7.2.2. Absolute $ Opportunity Analysis 8. Global Market Analysis 2015 to 2021 and Forecast 2022 to 2032, By Offering 8.1. Introduction / Key Findings 8.2. Historical Market Size (US$ Million) Analysis By Offering, 2015 to 2021 8.3. Current and Future Market Size (US$ Million) Analysis and Forecast By Offering, 2022 to 2032 8.3.1. Solutions 8.3.1.1. Cloud 8.3.1.2. On-Premise 8.3.2. Services 8.4. Market Attractiveness Analysis By Offering 9. Global Market Analysis 2015 to 2021 and Forecast 2022 to 2032, By Organization Size 9.1. Introduction / Key Findings 9.2. Historical Market Size (US$ Million) Analysis By Organization Size, 2015 to 2021 9.3. Current and Future Market Size (US$ Million) Analysis and Forecast By Organization Size, 2022 to 2032 9.3.1. Small and Medium Enterprises 9.3.2. Large Enterprises 9.4. Market Attractiveness Analysis By Organization Size 10. Global Market Analysis 2015 to 2021 and Forecast 2022 to 2032, By End-User 10.1. Introduction / Key Findings 10.2. Historical Market Size (US$ Million) Analysis By End-User, 2015 to 2021 10.3. Current and Future Market Size (US$ Million) Analysis and Forecast By End-User, 2022 to 2032 10.3.1. BFSI 10.3.2. Retail and Consumer Goods 10.3.3. Media and Entertainment 10.3.4. Healthcare and Pharmaceutical 10.3.5. Automotive 10.3.6. IT and Telecommunication 10.3.7. Travel and Hospitality 10.3.8. Education 10.3.9. Others 10.4. Market Attractiveness Analysis By End-User 11. Global Market Analysis 2015 to 2021 and Forecast 2022 to 2032, By Platform 11.1. Introduction / Key Findings 11.2. Historical Market Size (US$ Million) Analysis By Platform, 2015 to 2021 11.3. Current and Future Market Size (US$ Million) Analysis and Forecast By Platform, 2022 to 2032 11.3.1. Web-based 11.3.2. App-based 11.4. Market Attractiveness Analysis By Platform 12. Global Market Analysis 2015 to 2021 and Forecast 2022 to 2032, By Region 12.1. Introduction 12.2. Historical Market Size (US$ Million) Analysis By Region, 2015 to 2021 12.3. Current Market Size (US$ Million) & Analysis and Forecast By Region, 2022 to 2032 12.3.1. North America 12.3.2. Latin America 12.3.3. Europe 12.3.4. Asia Pacific 12.3.5. Middle East and Africa (MEA) 12.4. Market Attractiveness Analysis By Region 13. North America Market Analysis 2015 to 2021 and Forecast 2022 to 2032 13.1. Introduction 13.2. Pricing Analysis 13.3. Historical Market Value (US$ Million) Trend Analysis By Market Taxonomy, 2015 to 2021 13.4. Market Value (US$ Million) & Forecast By Market Taxonomy, 2022 to 2032 13.4.1. By Country 13.4.1.1. United States of America 13.4.1.2. Canada 13.4.1.3. Rest of North America 13.4.2. By Offering 13.4.3. By Organization Size 13.4.4. By Platform 13.4.5. By End-User 13.5. Market Attractiveness Analysis 13.5.1. By Country 13.5.2. By Offering 13.5.3. By Organization Size 13.5.4. By Platform 13.5.5. By End-User 14. Latin America Market Analysis 2015 to 2021 and Forecast 2022 to 2032 14.1. Introduction 14.2. Pricing Analysis 14.3. Historical Market Value (US$ Million) Trend Analysis By Market Taxonomy, 2015 to 2021 14.4. Market Value (US$ Million) & Forecast By Market Taxonomy, 2022 to 2032 14.4.1. By Country 14.4.1.1. Brazil 14.4.1.2. Mexico 14.4.1.3. Rest of Latin America 14.4.2. By Offering 14.4.3. By Organization Size 14.4.4. By Platform 14.4.5. By End-User 14.5. Market Attractiveness Analysis 14.5.1. By Country 14.5.2. By Offering 14.5.3. By Organization Size 14.5.4. By Platform 14.5.5. By End-User 15. Europe Market Analysis 2015 to 2021 and Forecast 2022 to 2032 15.1. Introduction 15.2. Pricing Analysis 15.3. Historical Market Value (US$ Million) Trend Analysis By Market Taxonomy, 2015 to 2021 15.4. Market Value (US$ Million) & Forecast By Market Taxonomy, 2022 to 2032 15.4.1. By Country 15.4.1.1. Germany 15.4.1.2. France 15.4.1.3. United Kingdom 15.4.1.4. Italy 15.4.1.5. Benelux 15.4.1.6. Nordic Countries 15.4.1.7. Rest of Europe 15.4.2. By Offering 15.4.3. By Organization Size 15.4.4. By Platform 15.4.5. By End-User 15.5. Market Attractiveness Analysis 15.5.1. By Country 15.5.2. By Offering 15.5.3. By Organization Size 15.5.4. By Platform 15.5.5. By End-User 16. Asia Pacific Market Analysis 2015 to 2021 and Forecast 2022 to 2032 16.1. Introduction 16.2. Pricing Analysis 16.3. Historical Market Value (US$ Million) Trend Analysis By Market Taxonomy, 2015 to 2021 16.4. Market Value (US$ Million) & Forecast By Market Taxonomy, 2022 to 2032 16.4.1. By Country 16.4.1.1. China 16.4.1.2. Japan 16.4.1.3. South Korea 16.4.1.4. Rest of Asia Pacific 16.4.2. By Offering 16.4.3. By Organization Size 16.4.4. By Platform 16.4.5. By End-User 16.5. Market Attractiveness Analysis 16.5.1. By Country 16.5.2. By Offering 16.5.3. By Organization Size 16.5.4. By Platform 16.5.5. By End-User 17. Middle East and Africa Market Analysis 2015 to 2021 and Forecast 2022 to 2032 17.1. Introduction 17.2. Pricing Analysis 17.3. Historical Market Value (US$ Million) Trend Analysis By Market Taxonomy, 2015 to 2021 17.4. Market Value (US$ Million) & Forecast By Market Taxonomy, 2022 to 2032 17.4.1. By Country 17.4.1.1. GCC Countries 17.4.1.2. South Africa 17.4.1.3. Turkey 17.4.1.4. Rest of Middle East and Africa 17.4.2. By Offering 17.4.3. By Organization Size 17.4.4. By Platform 17.4.5. By End-User 17.5. Market Attractiveness Analysis 17.5.1. By Country 17.5.2. By Offering 17.5.3. By Organization Size 17.5.4. By Platform 17.5.5. By End-User 18. Key Countries Market Analysis 2015 to 2021 and Forecast 2022 to 2032 18.1. Introduction 18.1.1. Market Value Proportion Analysis, By Key Countries 18.1.2. Global Vs. Country Growth Comparison 18.2. US Market Analysis 18.2.1. Value Proportion Analysis by Market Taxonomy 18.2.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.2.2.1. By Offering 18.2.2.2. By Organization Size 18.2.2.3. By Platform 18.2.2.4. By End-User 18.3. Canada Market Analysis 18.3.1. Value Proportion Analysis by Market Taxonomy 18.3.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.3.2.1. By Offering 18.3.2.2. By Organization Size 18.3.2.3. By Platform 18.3.2.4. By End-User 18.4. Mexico Market Analysis 18.4.1. Value Proportion Analysis by Market Taxonomy 18.4.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.4.2.1. By Offering 18.4.2.2. By Organization Size 18.4.2.3. By Platform 18.4.2.4. By End-User 18.5. Brazil Market Analysis 18.5.1. Value Proportion Analysis by Market Taxonomy 18.5.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.5.2.1. By Offering 18.5.2.2. By Organization Size 18.5.2.3. By Platform 18.5.2.4. By End-User 18.6. Germany Market Analysis 18.6.1. Value Proportion Analysis by Market Taxonomy 18.6.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.6.2.1. By Offering 18.6.2.2. By Organization Size 18.6.2.3. By Platform 18.6.2.4. By End-User 18.7. France Market Analysis 18.7.1. Value Proportion Analysis by Market Taxonomy 18.7.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.7.2.1. By Offering 18.7.2.2. By Organization Size 18.7.2.3. By Platform 18.7.2.4. By End-User 18.8. Italy Market Analysis 18.8.1. Value Proportion Analysis by Market Taxonomy 18.8.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.8.2.1. By Offering 18.8.2.2. By Organization Size 18.8.2.3. By Platform 18.8.2.4. By End-User 18.9. BENELUX Market Analysis 18.9.1. Value Proportion Analysis by Market Taxonomy 18.9.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.9.2.1. By Offering 18.9.2.2. By Organization Size 18.9.2.3. By Platform 18.9.2.4. By End-User 18.10. UK Market Analysis 18.10.1. Value Proportion Analysis by Market Taxonomy 18.10.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.10.2.1. By Offering 18.10.2.2. By Organization Size 18.10.2.3. By Platform 18.10.2.4. By End-User 18.11. Nordic Countries Market Analysis 18.11.1. Value Proportion Analysis by Market Taxonomy 18.11.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.11.2.1. By Offering 18.11.2.2. By Organization Size 18.11.2.3. By Platform 18.11.2.4. By End-User 18.12. China Market Analysis 18.12.1. Value Proportion Analysis by Market Taxonomy 18.12.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.12.2.1. By Offering 18.12.2.2. By Organization Size 18.12.2.3. By Platform 18.12.2.4. By End-User 18.13. Japan Market Analysis 18.13.1. Value Proportion Analysis by Market Taxonomy 18.13.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.13.2.1. By Offering 18.13.2.2. By Organization Size 18.13.2.3. By Platform 18.13.2.4. By End-User 18.14. South Korea Market Analysis 18.14.1. Value Proportion Analysis by Market Taxonomy 18.14.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.14.2.1. By Offering 18.14.2.2. By Organization Size 18.14.2.3. By Platform 18.14.2.4. By End-User 18.15. GCC Countries Market Analysis 18.15.1. Value Proportion Analysis by Market Taxonomy 18.15.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.15.2.1. By Offering 18.15.2.2. By Organization Size 18.15.2.3. By Platform 18.15.2.4. By End-User 18.16. South Africa Market Analysis 18.16.1. Value Proportion Analysis by Market Taxonomy 18.16.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.16.2.1. By Offering 18.16.2.2. By Organization Size 18.16.2.3. By Platform 18.16.2.4. By End-User 18.17. Turkey Market Analysis 18.17.1. Value Proportion Analysis by Market Taxonomy 18.17.2. Value Analysis and Forecast by Market Taxonomy, 2015 to 2032 18.17.2.1. By Offering 18.17.2.2. By Organization Size 18.17.2.3. By Platform 18.17.2.4. By End-User 18.17.3. Competition Landscape and Player Concentration in the Country 19. Market Structure Analysis 19.1. Market Analysis by Tier of Companies 19.2. Market Concentration 19.3. Market Share Analysis of Top Players 19.4. Market Presence Analysis 19.4.1. By Regional Footprint of Players 19.4.2. Product Footprint by Players 20. Competition Analysis 20.1. Competition Dashboard 20.2. Competition Benchmarking 20.3. Competition Deep Dive 20.3.1. Acquia Inc. 20.3.1.1. Overview 20.3.1.2. Product Portfolio 20.3.1.3. Sales Footprint 20.3.1.4. Strategy Overview 20.3.2. Adobe 20.3.2.1. Overview 20.3.2.2. Product Portfolio 20.3.2.3. Sales Footprint 20.3.2.4. Strategy Overview 20.3.3. Cemantica 20.3.3.1. Overview 20.3.3.2. Product Portfolio 20.3.3.3. Sales Footprint 20.3.3.4. Strategy Overview 20.3.4. Genpact 20.3.4.1. Overview 20.3.4.2. Product Portfolio 20.3.4.3. Sales Footprint 20.3.4.4. Strategy Overview 20.3.5. Smaply 20.3.5.1. Overview 20.3.5.2. Product Portfolio 20.3.5.3. Sales Footprint 20.3.5.4. Strategy Overview 20.3.6. UXPressia 20.3.6.1. Overview 20.3.6.2. Product Portfolio 20.3.6.3. Sales Footprint 20.3.6.4. Strategy Overview 20.3.7. WebEngage 20.3.7.1. Overview 20.3.7.2. Product Portfolio 20.3.7.3. Sales Footprint 20.3.7.4. Strategy Overview 21. Assumptions and Acronyms Used 22. Research Methodology
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Customer Journey Mapping Software Market
