Customer Journey Mapping Market Overview

Customer Journey Mapping is the process of creating a visual representation of customer journey and experience across touchpoints and interaction channels to achieve organizations goals of improving customer engagement, acquisition, retention, service experience, and brand loyalty. Journey maps connect organizations business processes and systems to provide a 360-degree view of customer experience. Organizations are increasingly investing in emerging CX technologies such as journey mapping tools, journey orchestration, and analytics, to understand end-to-end customer behavior in an omnichannel environment from customers performing initial research about product/services, interacting across touchpoints, purchasing process – to the post-purchase experience.

Organizations leverage journey maps to understand how their customers interact with their businesses, people and systems. Journey mapping tools include comprehensive features to add notes, documents, graphics, multi-media resources and such others to create compelling visualization and storytelling views capturing end-to-end steps of customer journey and their interactions across touchpoints. The customer journey maps include comprehensive customer information to capture customer behavior, emotions, pain points, barriers, the moment of truth and such others. The dynamic journey maps help brands in identifying the gaps in their business processes across touchpoints and enabling them to execute strategies to continually improve processes for improved customer engagements and conversions.

Customer Journey Mapping tools are an integral part of Customer Engagement Strategies and Personalisation - analysis by Quadrant Knowledge Solutions

Quadrant Knowledge Solutions Customer Journey Mapping Market Outlook Research service includes a detailed analysis of the global Customer Journey Mapping market regarding short-term and long-term growth opportunities, emerging technology trends, market trends, and future market outlook. The study provides competition analysis and ranking of the leading Customer Journey Mapping vendors in the form of SPARK Matrix. Additionally, This research provides strategic information for technology vendors to better understand the market supporting their growth strategies and for users to evaluate different vendors capabilities, competitive differentiation, and its market position.

SPARKTM Matrix: Quadrant Knowledge Solutions’ SPARK Matrix provides a snapshot of the market positioning of the leading technology vendors in the global market. Further, SPARK Matrix representation provides strategic insights on how each supplier ranks related to their competitors, with respect to various performance parameters based on the category of technology excellence and customer impact. Customer Journey Mapping Market Outlook study includes analysis of key vendors including Axellence, Custellence, CustomersFirst Now, ExperienceFellow, Genpact TandemSeven, MEGA International, Pegasystems, Smaply, SuiteCX, Touchpoint Dashboard, Trisotech, UXPressia, and Verint.

DataSheet: This research is also available as an Excel Workbook with extended market forecast analysis for 10 years to understand long-term trends of the overall market and its segments.

Table of Contents

Executive Overview

  • Customer Journey Mapping Market Overview
  • Key Research Findings

Market Background, Key Market Trends, and Market Drivers

Market Adoption and Deployment Trends

Regional Trends and Forecasts

Industry Trends and Forecasts

Competition Analysis & SPARK Matrix 

  • Competition Analysis
  • Leading Vendor Profiles and Analysis
  • SPARK Matrix – Customer Journey Mapping

Research Methodologies

Customer Journey Mapping Market Outlook research is a part of our Digital Customer Experience and Commerce, and Data, Analytics, & AI practice. This research report is available to all our Subscription Services Clients or based on an individual purchase. For more information, write to

Custom Research Service

Our custom research service is designed to meet client’s specific requirement by providing customized in-depth analysis of the technology market to meet your strategic needs. Further, our custom research and consulting services deliverable are uniquely effective, powerful, innovative, and realistic for helping companies successfully address business challenges. Our team of experienced consultants can help you in achieving short-term and long-term business goals in the following ways:

  • Detailed understanding of the industry structure, market participants and value chain mapping
  • Business potential and opportunities of target markets, economies, and industries
  • Strategic planning and tactical opportunities
  • Go to market strategies