Tips & Tricks

Top Customer Journey Mapping Tools: 50 Useful Software Tools to Map and Visualize Your Customer Journey and Improve the Customer Experience

As organizations strive to meet customer expectations at every step of the journey to deliver superior customer experiences, they need to have a clear picture of those journeys. While customer journey maps may be simple at the conceptual level – a diagram illustrating the steps customers go through while engaging with a company – the process of mapping the journey can be complex and requires accurate, real-time data to get the story of the customer’s experience right.

That’s why organizations are turning to customer journey mapping tools to aid in the process of visualizing the customer experience. There is no one way to create a customer journey map, and some companies find that general mind-mapping tools effectively meet their needs. Other companies prefer collaborative tools that have mind-mapping capabilities because they want to include anecdotal data from several team members and departments in their customer journey maps. Still other companies prefer the latest customer journey mapping software to create infographics and other visuals of their customers’ experiences.

To aid your company in creating effective customer journey maps, we have rounded up 50 of the top tools available today. Our tools include mind-mapping tools, collaborative tools, and customer journey mapping tools to that you can find the one that will best fit your budget and your needs. Please note, we have listed our 50 top customer journey mapping tools here in no particular order.

1. Smaply
@smaplynews

Smart service mapping, Smaply is a web-based software solution for quickly mapping service systems and work in service design projects. Marketers use Smaply to create journey maps and visualize the customer experience quickly and easily.

Key Features:

  • Drag-and-drop layout
  • Automatic graphs
  • Add lanes such as storyboards or text lanes to enrich the map and focus on specific topics
  • Visualize channel usage
  • Freely arrange lanes
  • Better understand the journey with graphs like emotional journeys and dramatic arcs

Cost: FREE trial available for 14 days

  • Starter: €25/month + VAT if applicable – 1 user included, single-user license with no additional users, 3 projects included
  • Regular: €50/month + VAT if applicable – 3 users included, multi-user license with the option to add more, unlimited projects included, PowerPoint export, Excel export, and read-only sharing for journey maps
  • Business: €100/month + VAT if applicable – 3 users included, multi-user license with the option to add more, unlimited projects included, PowerPoint export, Excel export, and read-only sharing for journey maps, branded exports, and exclusive storyboard images
  • Enterprise: Contact for a quote

2. Gliffy
@gliffy

Gliffy is an online diagramming SaaS solution that gives everyone the ability to diagram anything. Users love Gliffy because it is built for collaboration and is so easy to use. When it comes to customer journey mapping, Gliffy is an ideal tool because it protects and tracks changes.

Key Features:

  • Incredibly fast because it runs on an HTML5 editor and allows users to create and edit very large diagrams without wasting time
  • Drag and drop shapes from the extensive library and point and click to format
  • Revision control automatically stores each saved version to track changes and go back as often as necessary
  • Collaborate instantly and choose who can view or edit diagrams with the Private Sharing feature
  • Give and receive feedback instantly with the commenting tool
  • Publish and share with a read-only URL or embed and share your work via social media
  • Google Drive integration
  • Import Visio documents

Cost:

  • Professional: $7.99/month billed annually – Unlimited private diagrams for the single user
  • Team: Starts at $4.9/user/month billed annually – Enhanced features for teams of 2-50 people
  • Enterprise: Contat for a quote – Enterprise-grade functionality for your entire organization

3. ExperienceFellow
@Exp_Fellow

ExperienceFellow enables companies to capture and analyze customer experience of a brand, product, or service. Known for being simple yet fast, ExpereinceFellow is a comprehensive customer journey mapping tool ideal for researching the customer experience.

Key Features:

  • Receive feedback from customers, employees, or stakeholders through a mobile application
  • Set up a project and invite customers with a QR code
  • Allow customers to document experiences with the mobile app
  • Analyze a customer’s actual journey in your browser
  • App available for iOS and Android devices

Cost: FREE trial available for 14 days

  • Mini: €9/month + VAT if applicable – Unlimited projects, 1 researcher, 3 participants
  • Single: €49/month + VAT if applicable – Unlimited projects, 1 researchers, 25 participants
  • Team: €89/month + VAT if applicable – Unlimited projects, 3 researchers with the option to add more, 50 participants
  • Agency: €159/month + VAT if applicable – Unlimited projects, 5 researchers with the option to add more, 100 participants with the option to add more
  • Enterprise: Contact for a quote

4. TandemSeven Digital Strategy Solutions
@TandemSeven

TandemSeven specializes in experience innovation and takes a journey-driven approach to helping organizations create a world-class customer experience. Their Digital Strategy Solutions include customer journey mapping to enable your company to visualize your customer’s experience from their point of view.

Key Features:

  • High resolution visual concepts
  • Reveal new opportunities for better serving customers’ needs
  • Break down internal silos
  • Identify gaps between current and future states
  • Develop a visual guide for designing and building a better customer experience

Cost: Contact for a quote

5. SugarCRM Customer Journey Solution
@SugarCRM

SugarCRM strives to be an individual solution for allowing all employees to create extraordinary customer relationships. Their Sugar Customer Journey Solution is a tool that puts the entire customer journey at your fingertips.

Key Features:

  • Orchestrate customer-facing processes in addition to managing internal processes such as territory planning and account planning
  • Build smaller journeys within the overall customer lifecycle
  • Choreograph every customer interaction
  • Track each customer’s progress through the evaluation, selection, purchasing, and on-boarding steps of their journey
  • Automate business processes to improve customer experience and satisfaction

Cost: Contact for a quote

6. CFN Insight
@CustomersFirstN

CustomersFirstNow offers best-in-class analytics, experts, and technology for improving B2B and B2C customer experience. Their CFN Insight tool is a journey mapping platform that enables organizations to better understand customer experience from the outside-in to create more business value.

Key Features:

  • Visualize the end-to-end customer journey that customers experience over time
  • Capture outcomes of interactions at each stage of the journey
  • Capture the customer’s perspective and how it feels to be your customer
  • Provides a framework for linking customer feedback data and developing insights to drive business improvement

Cost:

  • Standard: Contact for a quote – 2 authors, 20 maps, 2 hours of training, 2 hours of consulting, 50 GB storage, unlimited viewers, and more
  • Premium: Contact for a quote – 3 authors, 40 maps, 4 hours of training, 4 hours of consulting, 150 GB storage, unlimited viewers, and more
  • Enterprise Standard: Contact for a quote – 6 authors, unlimited maps, 6 hours of training, 6 hours of consulting, 250 GB storage, unlimited viewers, and more
  • Enterprise Premium: Contact for a quote – Unlimited authors, unlimited maps, 9 hours of training, 9 hours of consulting, unlimited GB storage, unlimited viewers, and more

7. Heap
@heap

Heap provides analytics infrastructure for the internet so you can see all user actions in your web ir iOS app and analyze it retroactively. With Heap, you can automatically capture every user interaction without requiring any coding or IT help. Track clicks, taps, gestures, form submissions, page views, and more to get a complete picture of your customers’ journey.

Key Features:

  • Identify which users are clicking buttons and what prompts them to do so
  • Construct reports and share with teammates
  • Pinpoint where users drop off with funnels
  • Filter funnels to an exact slice of your username to know everything you can about your users

Cost: FREE trial available for 14 days

  • Analysis: FREE – Powerful insights for growing teams
  • Infrastructure: Contact for a quote – Analytics infrastructure for your entire company

8. Design Thinkers Academy Customer Journey Mapping Template
@DT_Acade_My

DesignThinkers Academy offers and co-creates educational programs for professionals. They also offer educational resources and practical tools such as their Customer Journey Mapping Template, available free of charge.

Key Features:

  • PDF form
  • Clear, concise form
  • Includes journey stages

Cost: FREE

9. UXPressia
@UXPressia

UXPressia is a toolset for designing perfect experience. With UXPressia’s CJM Online Tool, companies are able to create professional customer journey maps and personas quickly and easily.

Key Features:

  • Simple, flexible map layout
  • Over 15 types of sections
  • Emotional graph
  • Share maps with others by granting access to people and inviting them via email or with a shareable link
  • Export with a printer-friendly high-resolution PDF or save the customer journey map as a PNG

Cost: FREE trial available

  • FREE – 1 project, 1 map, 1 persona, share with 1 user, SSL security
  • Professional: $24/month/user billed monthly or $20/month/user billed annually – Unlimited projects, maps, and personas, share with unlimited users, SSL security, export to PDF and PNG, same-day email support, and user management
  • Enterprise: Contact for a quote

10. Autopilot
@autopilotus

Autopilot is a visual marketing automation tool for sending email, SMS, in-app messages, and postcards throughout the customer journey. They also enable companies to easily map the customer journey with their CJM software.

Key Features:

  • Map out entire campaigns
  • Drag-and-drop triggers and actions
  • Visualize the lead journey along a marketing workflow from end to end
  • Build and automate personal journeys for each customer using the intuitive canvas
  • Create journeys from scratch or choose from one of many templates

Cost: FREE trial available for 30 days; Plans start at $20/month

11. RealtimeBoard
@RealtimeBoard

RealtimeBoard is an online whiteboard for team collaboration. Users are able to visualize, discuss, and share customer journey maps using this tool that is specially designed for remote teams.

Key Features:

  • Tell and discuss your customer experience story
  • Map the journey from first contact through the long-term relationship
  • Endless whiteboard for seeing the big picture at a glance
  • Zoom into important details whenever necessary
  • Never run out of space or sticky notes because the board expands and grows as you need more space
  • Unlimited sticky notes
  • Real-time updates and visual representation
  • Use color coding to structure touchpoints
  • Mark up the most important interactions with the brush tool

Cost: FREE trail available for 30 days

  • FREE – Up to 3 team members
  • Team: $40/month billed annually or $50/month billed monthly – Starting at 5 team members
  • Company: Contact for a quote – For 50+ team members

12. Transformation

Transformation is a customer journey mapping tool that enables users to gather customer experience touchpoints and map them into the journeys. With Transformation, you also can build feedback loops, gain insight, iterate, and track changes.

Key Features:

  • Integrates with Salesforce, Facebook, HubSpot, SurveyMonkey, and other popular tools
  • Clone, map, and reuse touchpoints
  • Turn touchpoints into connected customer experience journey maps
  • Drag and drop touchpoints onto versional customer journey maps
  • Create interactive feedback loops at each touchpoint via integrations corresponding to goals and KPIs

Cost: Contact for a quote

13. Pattern Mini Experience Map

Pattern offers digital design and customer experience strategy to agencies and companies by mixing art and strategy to help organizations unlock creative employees and discover new ideas. Their Mini Experience Map is a personal worksheet that helps people better understand the customer journey mapping process by focusing on six core elements: lens, stages, doing, thinking, feeling, and ideas.

Key Features:

  • Available for download as a PDF
  • Learn the basics of building a customer journey map
  • Combine mini maps into a full customer journey map

Cost: FREE

 14. Clarabridge
@Clarabridge

Clarabridge helps organizations put customer feedback to work. Their CX solution allows users to capture, analyze, and use data at each touchpoint on the customer journey more easily because it provides journey analytics in the voice of the customer.

Key Features:

  • Gain insight into how, when, and why customers interact with you
  • SaaS-based solution for detailed analytics to improve the customer journey
  • Easy-to-use templates and best practices

Cost: Contact for a quote

15. The Customer Experience Journey Mapping Toolkit

Designing CX is dedicated to customer experience and designed for experience innovators and change agents. They offer a comprehensive collection of resources for advancing customer experience strategy and design initiatives, including their Customer Experience Journey Mapping Toolkit. This toolkit is a collection of mapping tools, materials, and guides.

Key Features:

  • Several tools available as PDFs, Excel spreadsheets, and powerpoint presentations
  • Customer experience journey mapping tools include blank posters and canvases
  • Includes methodology and steps for implementing a customer experience journey mapping process at your organization

Cost: Tools are free; Contact for consultation and facilitation fees

16. Lucidchart
@lucidchart

Lucidchart is a mind-mapping tool that more than 10 million users around the globe find useful for diagramming the right way. Their flowchart maker is intuitive and enables users to easily sketch and share professional diagrams such as customer journey maps.

Key Features:

  • Diagram online
  • Compatible with popular programs such a G Suite, MS Office, Slack, Box, and others
  • Offers complete support for Microsoft Visio documents
  • Export to standard file formats or publish using the convenient online viewer

Cost: FREE account available for exploration

  • Basic: $4.95/month paid annually or $5.95/month paid monthly – Single user, unlimited shapes and documents, 100 MB storage

17. Mapovate
@Mapovate_Tweets

A unique customer journey mapping solution, thanks to its dynamic real-time voice of customer analytics, Mapovate is designed to support users in drawing and visualizing customer journeys. Users appreciate how easy it is to use Mapovate’s wizard and follow the step-by-step process of developing maps in no time.

Key Features:

  • Create personas and define journeys of different customer profiles
  • Define stages, touchpoints, and value moments to draw the end-to-end customer journey
  • Monitor multi-channel touchpoint performance directly on journey maps
  • Get email alerts and notifications to create follow-up actions and collaborate with team members to improve experiences

Cost: FREE trial available for 14 days; Contact for a quote

18. MaritzCX
@MaritzCX

MaritzCX is a full-service customer experience partner that combines a CX software platform, research services, and a strategic assessment to take your customer experience to the next level. With Martix, you get the guidance and software you need to transform customer feedback into a competitive advantage, compete with customer journey maps. MaritzCX also offers three journey mapping engagement levels.

Key Features:

  • Explore, document, and understand the personal and emotional aspects of the customer experience that are not quantitative
  • Create detailed visual representations of customer touchpoints and interactions in the context of the complete customer journey
  • Identify the significant impacts on customer perceptions and satisfaction and monitor them to improve them over time
  • Gain a common, shared, and accurate view of the customer experience

Cost: Contact for a quote

19. UserZoom
@UserZoom

UserZoom is a strategic partner for UX research that helps organizations quickly uncover actionable insights and make data-driven decisions. With UserZoom, you get a complete story of your users’ experiences so you can understand exactly how your users behave on your digital properties.

Key Features:

  • Feature-rich, easy-to-use UI is newly redesigned to support intuitive UX research
  • Automate data collection to uncover insights quickly
  • Continuous user feedback monitoring with graphs and charts to map the customer journey and quantify the user experience
  • Capture video and screen recordings of users as they guide you though their experience with your site or app
  • Visualize journeys with heat maps and clickstreams

Cost: Contact for a quote

20. Bagheera

A UX-centered customer journey mapping software, Bagheera helps you delight customers at every stage of their journey. With Bagheera, you can analyze customer interactions touchpoint by touchpoint to design superior experiences.

Key Features:

  • Plan customer’s moves and create innovative journeys
  • Visualize customer journeys and measure customer satisfaction
  • Smart persona mapping
  • Intuitive interface
  • Creative and analytical planning tool

Cost: FREE trial available for 7 days

  • Pay-As-You-Go: $49/map
  • Standard Edition: $69/month or $690/year
  • White Label Custom Edition: Contact for a quote

21. Trello
@trello

Trello is a visual collaboration tool that works for any professional project, especially customer journey maps. Gain a shared perspective on your maps and work collaboratively with boards, sits, and cards to organize, prioritize, and create maps that are as detailed as you need them to be.

Key Features:

  • Add comments, attachments, and more directly to Trello cards
  • Collaborate on maps from beginning to end
  • Work with any team members
  • Remains in sync across all devices so team members can collaborate from anywhere, anytime

Cost:

  • FREE – 1 Power-Up Board, unlimited boards, lists, cards, members, checklists, and attachments, and attach files up to 10MB from a computer or link from Google Drive, Dropbox, Box, or One Drive
  • Business Class: $9.99/user/month paid annually – All Free features plus app integrations, team overviews, more security, unlimited Power-Ups, attach files up to 250MB, control who creates public or private boards, restricted membership invitations, and more
  • Enterprise: $20.83 or less/user/month paid annually – All Trello Business Class features plus 2-factor authentication, single sign-on for all SAML IdPs, dedicated account executive to streamline training and enhance productivity, personalized on boarding assistance, priority email and phone support, file encryption at rest, and more

22. GMC Inspire Customer Journey Mapping
@gmc_net

GMC Software is a leader in customer communications management software specifically designed clients in the banking, insurance, healthcare, and service provider industries. Their Inspire Customer Journey Mapping solution is a cloud-based journey mapping tool that connects to the digital and physical touchpoints your customers interact with throughout their journey.

Key Features:

  • Gain visibility into every experience from one intuitive interface
  •  Enables CX teams to share feedback with business users and document designers directly through the tool to allow them to make improvements in real-time
  • Create detailed, attractive customer journey maps with drag-and-drop tools and custom design options
  • Connect artifacts such as letters, contracts, emails, quotes, and statements to each touchpoint
  • Collaborate internally and share real-time feedback with social commenting
  • Take immediate action to improve CX

Cost: Contact for a quote

23. Wrike
@wrike

Wrike is project management software that is ideal for collaborating on customer journey maps. Enhance communication, transparency, and accountability to achieve better customer journey maps with Wrike.

Key Features:

  • Set priorities and align your team to work more productively and more intelligently
  • Gain real-time visibility into customer journey maps
  • Create reports to track maps and team performance
  • Interactive timelines keep everyone on the same page

Cost:

  • FREE – Simple, shared task list for small teams of up to 5 users
  • Professional: Starts at $9.80/user/month billed annually – Full project planning and collaboration for 5, 10, or 15 users
  • Business: Starts at $24.80/user/month billed annually with volume discounts available – Robust work management with customization and exec reporting for 5 to 200 users
  • Wrike for Marketers: Starts at $34.60/user/month billed annually with volume discounts available – Tailor-made solution for marketing and creative teams of 5 to unlimited users
  • Enterprise: Contact for a quote – Comprehensive solution with advanced security and controls for 5 to unlimited users

24. Touchpoint
@TPDashboard

Touchpoint Dashboard provides enterprises with a world-class, cloud-based journey mapping platform. An ideal tool for customer journey management Touchpoint moves organizations from visualization to enterprise action.

Key Features:

  • Create actionable maps that deliver the right results for the right customers
  • Understand the journey from multiple perspectives and discuss with colleagues in real time
  • Flexible and secure SaaS-based journey management tool
  • Designed for collaboration with all stakeholders via initiatives and task management, intuitive reporting for action plans, and customer and employee feedback

Cost: Contact for a quote

25. Zoomifier
@zoomifier

Zoomifier reduces the cost of Google AdWords, Facebook Ads, and other digital marketing campaigns by engaging your audience with personalized customer journeys. Zoomifier Designer is a customer journey mapping tool that captures the best practices for effectively engaging with each persona in a customer journey map.

Key Features:

  • Interactive tool for designing personalized autonomous customer engagements supporting thousands of unique customer journeys
  • Choose content and select the order in which it will be pushed to a specific persona in a journey
  • Link content pieces into graphs describing the additional content that should be recommended to customers
  • Infers information about personas and interests each time they traverse a link in the map
  • Zoomifier Customer Engagement bots use Customer Engagement Maps to personalize and automate customer engagement

Cost: FREE trial available; Contact for a quote

26. Creately
@creately

A mind-mapping tool that makes collaborative diagramming for customer journey mapping a snap, Creately allows users to crate flowcharts, mindmaps, wireframes, and more. This full-featured desktop app enables users to work fully offline or collaborate online.

Key Features:

  • Choose from 1,000 templates and extensive shape libraries with more than 100,000 examples
  • Easy to use and built for teams
  • Share projects, take advantage of secure publishing, and more
  • Real-time diagram collaboration for teams of nearly any size
  • Work from anywhere in the world
  • Mobile apps for iOS and Android devices

Cost:

  • Public: FREE for individual use with limitations – Up to 5 public diagrams
  • Personal: $5/month or $49/year – For individual use
  • Team Plans
    • 5 Users: $25/month or $249/year
    • 10 Users: $45/month or $449/year
    • 25 Users: $75/month or $749/year

27. Microsoft Visio
@msvisio

Microsoft Viso is a flowchart maker and diagramming software that makes it simple to work visually and communicate complex information using diagrams linked to your data. Ideal for customer journey mapping, Microsoft Visio increases productivity because it delivers a familiar Office experience.

Key Features:

  • Create flowcharts and diagrams using modern shapes and templates
  • Make advanced customer journey mapping easy
  • Available online and for iOS
  • Diagram complex customer data professionally

Cost:

  • Visio Standard 2016: $299.99 – Easily create versatile diagrams using a rich set of shapes and stencils
  • Visio Professional 2016: $589.99 – Easily create and share data-linked diagrams that simplify complex information and processes
  • Visio Pro for Office 365: $13/month with annual commitment or $15.50/month with monthly commitment – Take advantage of Visio’s industry-leading diagramming capabilities an access new capabilities with an always up-to-date subscription from Office 365

28. Jive
@JiveSoftware

A leading provider of modern communication and collaboration solutions for businesses, Jive empowers people and organizations to work better together. Jive is ideal for creating customer journey maps not only because of its collaborative nature but also because its customer engagement and affinity marketing software empowers organizations to engage directly with customers.

Key Features:

  • Digital hub for each stage of the customer journey to deliver great experiences
  • Accelerate the customer journey from discovery and product research to purchasing, support, and advocacy
  • Identify influencers, track trends, and optimize community engagement and advocacy with best-inn-class analytics
  • Track and improve every stage of the customer lifecycle

Cost: Contact for a quote

29. Mindly

An app available for iOS and Android devices as well as Macs, Mindly is a system for keeping users organized and focused. Ideal for customer journey mapping, Mindly uses associations to organize data and makes your maps available for sharing with colleagues.

Key Features:

  • Creates a logical, hierarchical structure
  • Capture ideas and information without distractions
  • See only those elements relevant to you at each moment to focus on one topic at a time

Cost:

30. Asana
@asana

An app for teams to track their work, Asana is a collaboration tool that makes creating a customer journey map much easier. Teams can track map projects from beginning to end using Asana, and they can be more productive because the app makes responsibilities and next steps crystal clear.

Key Features:

  • As easy as making a list or sending an email
  • iOS and Android apps available for free
  • Tasks, projects, conversations, and dashboards to move teams from start to finish
  • See progress without scheduling a meeting or sending an email
  • Turn conversations into actionable tasks
  • Convert tasks to projects quickly and easily

Cost:

  • FREE: Basic version for teams just getting started – Unlimited tasks, projects, and conversations, up to 15 team members, basic dashboards, and basic search
  • Premium: $9.99/member/month billed annually and small team discount may apply – All Basic features plus no team member limit, unlimited dashboards, advanced search and reporting, custom fields, task dependencies, private teams and projects, and more
  • Enterprise: Contact for a quote – All Premium features plus more control and support

31. Mural
@MURAL

Mural is a tool for organizing ideas, identifying problems, and defining solutions through visual collaboration. Even remote teams can brainstorm, synthesize, and collaborate online using workspaces that visualize concepts and help team members think. That’s why Mural is a handy tool for customer journey mapping.

Key Features:

  • Continuous collaboration before, during, and after work sessions
  • Allow for the combination of individual and group work in your journey mapping process
  • Reach insights more quickly by visualizing thinking and decision-making with built-in frameworks and templates

Cost: FREE trial available for 30 days

  • Standard Plan: $12/member/month billed annually or $16/member/month billed monthly
  • Enterprise Plan: Contact for a quote – Get the power to scale and manage multiple interconnected workspaces across your entire company

32. Blank Canvas
@blankcanvasio

A collaboration platform, Blank Canvas is adaptable enough to be a handy customer journey mapping tool. Team members can visualize their ideas and collaborate quickly and easily whether they are in the same building or on a different continent with Blank Canvas.

Key Features:

  • Gives users freedom to structure information as they want rather than forcing you to think in terms of lists and hierarchies
  • Collaborate in real time
  • Dedicated workspaces for clients, stakeholders, and teams
  • Works well for breaking into smaller groups as needed
  • Frequent additions of canvases to add to your interactive Blank Canvas walls; no need to download or work from PDFs and presentation slides
  • Affinity mapping techniques for organizing ideas and information into meaningful groups based on natural relationships; create multiple versions of maps without needing to redo all of the work

Cost: FREE trial available

  • Basic: $5/user/month – Unlimited walls, curated canvases, organization management, user roles management, workspaces, Google Hangouts, image export, and self-service support
  • Advanced: $10/user/month – All Basic features plus create and upload your own canvases, Excel export, and more
  • Professional: $35/user/month – All Advanced features plus custom subdomain, custom branding, email support, and  more
  • Enterprise: $49-$99/user/month – All Professional features plus unlimited guest collaborators, custom and private canvases, dedicated support, custom integration option, virtual private cloud option, and more

33. Canvanizer
@Canvanizer

Canvanizer is a customer journey mapping tool that enables teams to brainstorm and work together. Available soon as Canvanizer 2.0, the tool covers all stages of the customer journey, from pre-service to post-service.

Key Features:

  • Gain an overview of your service processes and generate ideas to refine them
  • Naturally supports service design thinking
  • Pre-service period includes advertisement and public relations, social media, word-of-mouth, past experiences, and expectations
  • Service period includes service journey and experience
  • Post-service period includes customer relationship management, social media, word-of-mouth, and satisfaction/dissatisfaction

Cost: FREE trial and preview available now

34. XMind
@xmind

Billed as “the most popular mind-mapping tool on the planet,” XMind is an open source mind-mapping and brainstorming software solution. Because it makes it simple to collaborate and is intuitive, XMind is a valuable customer journey mapping tool.

Key Features:

  • Usable, friendly interface
  • Mind maps foster productivity with various structures to fit your way of thinking, including the basic mind map strucure, the org-chart, tree-chart, logic-chart, and more
  • Business charts include fishbone charts, the matrix, timeline charts, and org charts
  • Brainstorming mode for classifying inspirations in Idea Factory by groups to discover clues by evaluating, organizing, and connecting thoughts
  • Présentation mode helps users focus on topics and features a darkened background
  • Save maps as Evernote notes and share to collaborate with colleagues

Cost:

  • XMind 8: FREE – All types of diagrams and sync to XMind Cloud
  • XMind 8 Plus: $79 – All Free features plus customizable theme, export to PDF/SVG, Word, Excel, and PowerPoint
  • Mind 8 Pro: $99 – All Plus features plus Clip Art, brainstorming mode, presentation mode, Gantt chart, audio notes, and more

35. DIY Toolkit Experience Map
@DIYtoolkit

DIY Toolkit works to help people invent, adopt, or adapt ideas to deliver better results. Their Experience Map is a tool for testing and improving by visualizing how you engage with stakeholders. The map is available for download and includes an explanation and brief set of instructions.

Key Features:

  • Built for collaboration with colleagues and peers
  • Gain insight from the perspective of your customers
  • Incorporates the why in addition to the what and how while capturing customers’ activities, motivations, and levels of satisfaction

Cost: FREE

36. SuiteCX
@Custholic
@SuiteCX

SuiteCX is software that empowers customer experience by enabling organizations to map customer journeys and diagnose the overall customer experience. SuiteCX also incorporates the voice of the customer.

Key Features:

  • Robust customer journey mapping combined with strategic scenario planning for superior CX design and execution
  • Design, visualize, and deliver optimal CX to engage customers and drive maximum business value
  • Customizable and secure customer experience, journey mapping, and journey analytics platform
  • Visualize persona-based customer journeys with robust mapping software
  • Use qualitative and quantitative customer data to identify which silos negatively affect customers

Cost: Contact for a quote

37. UpWave
@upwaveHQ

UpWave is a solution that makes task management or teams a cinch. Align your team, track your progress, and accomplish more with UpWave. For teams concerned with customer journey mapping, UpWave is an ideal tool because it gives teams a place to plan and describe tasks and ideas with visual boards.

Key Features:

  • Describe tasks and ideas while your team adds comments, shares files, creates subtasks, sets deadlines, and more
  • See the complete journey with an overview of the visual boards and then track your workflow
  • Increase collaboration, productivity, and engagement across your team

Cost: FREE trial available for 30 days

  • Standard: $4/user/month – Unlimited boards, cards, and integrations, custom backgrounds, premium support, and credit card payment
  • Enterprise: Contact for a quote – All Standard features plus tailored support and yearly payment

38. cx/omni CEM Cloud Customer Journey Mapping Software
@cxomni

cx/omni focuses on user experience stories and customer experience insights. Their all-in-one SaaS customer journey mapping tool gives an outside-in perspective and makes it easier for organizations to manage buyer personas, customer journey maps, and customer experience touchpoints.

Key Features:

  • Unified customer advocacy toolbox and CX management platform for internal communication of all CX/UX insights
  • Monitor expectations, sentiments, emotional journeys, pain points, performance gaps, and more
  • Connect to real-time market intelligence and feedback data

Cost: FREE forever for up to 100 touchpoints and 5 users

  • Toolbox Edition: €29/user/month plus VAT – Manage one or more brands, manage and visualize personas, cluster persona groups, record unlimited touchpoints, customize phases and channels, customized views of customer journey maps, and more
  • Enterprise Edition: €69/user/month plus VAT – All Toolbox Edition features plus connectors to web analytics, social media, customer surveys, etc., customizable dashboard, the essence of various sources of customer analytics/feedback at a glance, and more
  • Unlimited Edition: Contact for a quote

39. IBM Journey Designer
@IBM

IBM Journey Designer gives marketers the ability to collaborate with a single view of the customer journey and continually improve customer experiences. This customer journey mapping tool helps users begin crating customer journeys in a matter of minutes.

Key Features:

  • Fosters collaboration among marketing, sales, and customer service teams
  • Visualize cross-channel journeys to set common marketing goals and design a tailored customer experience for priority segments
  • User-friendly, drag-and-drop interface
  • Have conversations, send files, and notify team members of important activities while building customer journeys

Cost: FREE trial available; Contact for a quote

40. Gainsight
@GainsightHQ

The customer success company, Gainsight helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Their customer success solution combines measurement and monitoring tools for tracking customer preferences to gain insights about how to enhance offerings and improve the journey.

Key Features:

  • Engage with customers as often as needed to drive success
  • One visual interface for accessing data from your CRM, service desk, usage tracking software, financial systems, and survey tools
  • Gain complete visibility across multiple dimensions of customer engagement
  • Develop, collaborate, export, track, and realize maps for your customers

Cost: Contact for a quote

41. Pointillist
@PointillistView

Pointillist is a customer journey analytics platform that reveals, predicts, and drives customer behavior across channels and over time. Organizations that adopt Pointillist improve their customer experience in the moment.

Key Features:

  • Quickly pinpoint specific customer groups using demographics and contextual attributes
  • Discover the most critical paths your customers take across channels and over time
  • Deliver personalized experiences using existing marketing tools based on customer’s individual behavior
  • Assess the impact of personalization and messaging strategies on KPIs and monitor changes in real time
  • Captures customer interactions and triggers engagement across all channels

Cost: Contact for a quote

42. Journeys: The Customer Experience Mapping Tool
@universalmind

Specializing in creating digital experiences that simplify people’s lives, Universal Mind is a large independent digital agency that offers Journeys: The Customer Experience Mapping Tool. This tool, available for iPads, is the first mobile application for mapping customer experience.

Key Features:

  • Visualize the stories taking place across your organization
  • Create and save multiple customer journey maps
  • Easily drag and drop experiences onto the journey map
  • Customize which experiences to use
  • Attach images, audio, video, and locations to experiences
  • Map journeys through multiple stages
  • Group maps together with tags
  • Export beautiful, detailed journey maps as PDFs
  • Duplicate maps to crate common experience templates

Cost: $4.99

43. UserReplay
@UserReplay

UserReplay uncovers the truth about customer experience by capturing, analyzing, and monetizing the impact of every conversion issue. This customer journey mapping tool empowers organizations to identify and optimize individual customer journeys and segments that are struggling.

Key Features:

  • Machine learning and analytics automatically discover customer segments struggling with poor customer experience
  • High-fidelity replay offers insight into poor experience so you will know what happened and why
  • Discover and monetize revenue opportunities in your customer journey data
  • Event-based analytics, customer feedback analytics, funnel analytics, form analytics, and heat maps

Cost: Contact for a quote

44. OmniGraffle
@OmniGroup

OmniGroup makes awesome productivity software for OS X and iOS. Their OmniGraffle empowers marketers and their organizations to create precise, beautiful customer journey maps and then share small elements or mockups of them with colleagues or export them in the format you need.

Key Features:

  • Non-destructive shape combinations
  • Convert lines to shapes and text to shapes
  • Organize details with object notes and diagramming subgraphs
  • Create customer journey maps easily with powerful tools that are automatic, robust, and ready for styling
  • For Mac and iOS devices

Cost: FREE trial available for 14 days

  • OmniGraffle for Mac: $99.99 – OmniGraffle 7 License
  • OmniGraffle for Mac: $199.99 – OmniGraffle 7 Pro License
  • OmniGraffle Standard iOS App: $49.99
  • OmniGraffle Pro iOS App: $99.98

45. Optimove
@Optimove

Optimove’s Customer Marketing Cloud fosters highly-targeted customer communications and empowers brands to drive growth via CRM automation. With Optimove Customer Marketing Cloud, you gain a systematic approach to planning, executing, measuring, and optimizing a complete and highly personalized customer marketing plan.

Key Features:

  • Predictive customer modeling
  • Multi-channel campaign automation
  • Real-time hypertargeting
  • Self-optimizing personalization

Cost: Contact for a quote

46. Xtime Spectrum
@Xtime

A leading retention solution for automotive manufacturers and dealer service departments that seek to increase service revenue, Xtime Spectrum is a fully integrated cloud-based system that helps dealerships deliver a superior experience. The tool also tracks customers from the first touchpoint through checkout and beyond, creating comprehensive customer journey maps.

Key Features:

  • Consists of four tightly-integrated products: Invite, Schedule, Engage, and Inspect
  • Driven by thee Xtime Cloud, which connects the solutions to create superior service and drive results
  • Deliver a consistent experience through a single integrated platform with Xtime Cloud

Cost: Contact for a quote

47. yEd
@yworks

From the diagramming company yWorks, yED enables users to produce high-quality diagrams fairly quickly and easily. A desktop application, yEd can be used to manually customer journey maps or import external data for analysis.

Key Features:

  • Automate layout algorithms arrange large data sets with  the press of a button
  • Import your data form an Excel spreadsheet
  • Create diagrams easily with an intuitive user interface
  • Automatically arrange diagram elements

Cost: FREE

48. MightyBytes Customer Journey Map Template
@Mightybytes

A B Corp that creates people- and planet-friendly digital solutions for conscientious companies and nonprofits, Mightybytes offers their Customer Journey Map Template. The template includes various touchpoints and corresponding questions to help individuals who are new to customer journey mapping better understand the process.

Key Features:

  • Interactive for quick and easy form completion
  • Web-based template suitable for completing anywhere, any time
  • Incorporates channels, client interaction, company interaction, how customers feel, how customer should feel, and solutions and opportunities

Cost: FREE

49. Content Marketing Institute Customer Journey Map Template
@CMIContent

The Content Marketing Institute is dedicated to content marketing. Their site is loaded with practical guidance and insight from experts on the latest news, information, and trending topics such as customer journey maps. And, their Customer Journey Map Template is a handy tool for organizations who want to gain a better understanding of customer experience from a  customer’s point of view.

Key Features:

  • Single page
  • Includes persona, user state, journey, channels, and content
  • Download or print PDF version

Cost: FREE

50. Journifica
@journifica

A  mapping tool for visualizing and exploring the customer journey, Journifica is a customer and user experience solution for businesses, healthcare providers, and educational institutions. Journifica goes beyond mapping the customer journey; it is an online platform for process improvement mapping and documenting.

Key Features:

  • Validate your customer journey for reliability
  • Online platform that delivers visual documentation tools and canvases in addition to a rich survey environment for validating customer, patient, or learner experience
  • Four steps to complete a journey map with Journifica: identify, draw and document, question, and invite
  • Consolidates input from survey group participants to help you understand the journey and plan improvements

Cost:

  • Do It Yourself Program Pricing: $399/journey map + $39/named (in system) survey respondent – Includes mapping toolset, respondent management toolset, and reporting tools
  • Gold Program Pricing: Contact for a quote
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