세계의 고객 경험(CX) 여정 매핑 툴 시장 규모 : 툴별, 배포 형태별, 조직 규모별, 지역 범위별 및 예측

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