Customers today expect nothing short of a seamless, hassle-free experience. If your online journey is clunky, frustrating, or anything less than smooth, they will bounce faster than you can say “lost sale.”
That’s why standing out in a crowded market isn’t just a nice-to-have—it’s a must. To stay ahead of the game, you need to optimize every step of the customer journey and create a personalized experience that keeps people hooked.
So, where do you start? One of the smartest moves you can make is leveraging customer journey mapping tools. These tools give you the insights you need to understand how customers interact with your brand, pinpoint problem areas, and fine-tune the experience for better engagement and conversions.
To help you out, I have rounded up powerful customer journey mapping tools that can help you create insightful, data-driven journey maps—without breaking the bank. Whether you’re a startup or a big brand, there’s something here for every budget and need. Let’s dive in and find the right tool to level up your customer experience!
What’s Customer Journey Mapping, Anyway?
Customer journey mapping is all about breaking down the entire experience your customer goes through—from the first interaction with your brand to long-term loyalty. It’s like a behind-the-scenes look at their path, showing key touchpoints, pain points, and everything in between. The goal? To fine-tune the journey, remove friction, and create a seamless experience that keeps them coming back.
Now, this is where customer journey mapping tools come into play. These tools help you pinpoint different stages of the journey, giving you the insights needed to improve engagement, retention, and overall customer satisfaction.
But here’s the thing—customer journey maps aren’t one-size-fits-all. There’s no single, “perfect” way to create one, which is why they can get pretty complex. It all comes down to what works best for your business and the kind of insights you’re after.
To keep things simple, we’re breaking it down into three main types of customer journey mapping tools:
✅ Journey Mapping & Visualization Tools
✅ Customer Experience & VoC Software
✅ Collaboration Software
In the next section, we’ll dive into each category and the top tools that fit the bill. Stay tuned!
#1. JOURNEY MAPPING AND VISUALISATION TOOLS
If you just need something to help you map out the journey, journey mapping and visualization tools are a great choice. They let you create flowcharts, diagrams, and other advanced visuals to see the whole process clearly.
#1. UXPressia – Next-Level Customer Journey Mapping Made Easy
If you’re looking for a powerful yet easy-to-use platform to map out your customer experience, UXPressia should be on your radar. This cloud-based tool helps teams visualize, refine, and supercharge their customer journey strategies—all in one sleek and interactive environment.
At its core, UXPressia is one of the most intuitive customer journey mapping tools out there. It offers a drag-and-drop interface, making it easy to build detailed journey maps without getting stuck in a maze of complexity. Whether you’re a solo entrepreneur, a growing startup, or a full-fledged enterprise, this tool is built to streamline your process and keep your team on the same page.
What Makes UXPressia Stand Out?
✅ Real-Time Collaboration – No more back-and-forth emails or outdated PDFs. Teams can work together live on the same map, leaving comments, making edits, and brainstorming solutions in real time. Whether your crew is in the same office or scattered across the globe, everyone stays aligned.
✅ Integrations That Matter – Connect UXPressia with various data sources to keep your customer journey maps grounded in real-world insights. This means you’re not just guessing how customers feel—you’re making data-driven improvements that actually move the needle.
✅ More Than Just Journey Mapping – UXPressia isn’t just one of the top-tier customer journey mapping tools; it also comes packed with extra features to level up your understanding of your audience. It includes Customer/Buyer Persona and Impact Map builders, helping you craft a detailed blueprint of your ideal customer’s wants, needs, and behaviors.
✅ Predefined & Custom Templates – If you’re new to journey mapping, UXPressia’s ready-made templates can help you get started in minutes. But if you want something tailored to your brand, you can create and share custom templates across your organization, ensuring consistency in how you approach customer experience strategy.
Pricing – What’s the Damage?
Good news! UXPressia has a free plan so you can test the waters before diving in. If you need more advanced features, the Starter package kicks off at $16 per user/month, making it an affordable option for businesses looking to optimize their customer experience without breaking the bank.
🔗 Check it out here: www.uxpressia.com
When it comes to customer journey mapping tools, UXPressia is one of the best for teams that want flexibility, collaboration, and deep insights—all without a steep learning curve. If you’re serious about improving your customer experience, this tool is definitely worth exploring.
#2. Lucidchart – Your Go-To Visual Powerhouse for Customer Journey Mapping
If you’re looking for a dynamic, user-friendly way to map out your customer’s experience, Lucidchart is a solid pick. It’s a powerful visual workspace designed to help you capture, analyze, and optimize every step of the customer journey. Whether you’re a newbie or a seasoned pro, Lucidchart makes customer journey mapping feel effortless.
Why Lucidchart?
Lucidchart isn’t just another customer journey mapping tool—it’s a game-changer for teams looking to visually dissect their customer experience. Here’s what makes it stand out:
✅ Drag-and-Drop Simplicity – No need for a design degree! With Lucidchart’s intuitive interface, you can create detailed customer journey maps in just a few clicks. Move, edit, and structure your visuals with ease—no messy formatting or complicated learning curve.
✅ Customizable Templates & Formatting – Not sure where to start? Lucidchart offers pre-built journey mapping templates to guide you. Want a unique setup? You can customize every detail, from color schemes to fonts, ensuring your journey maps align with your brand’s style.
✅ Seamless Collaboration – Whether you’re working solo or with a full team, Lucidchart lets you collaborate in real-time. Share your maps, gather feedback, and make instant changes—perfect for remote teams who need to stay aligned.
✅ Target Personas Like a Pro – One of the biggest advantages of using Lucidchart for customer journey mapping tools is its ability to zoom in on specific customer personas. Map out touchpoints, identify pain points, and fine-tune your engagement strategy based on clear, visual insights.
✅ Boost Customer Engagement & Revenue – At the end of the day, understanding your customer’s journey isn’t just about making pretty charts—it’s about increasing customer satisfaction, loyalty, and ultimately, revenue. Lucidchart helps businesses turn insights into action, ensuring no touchpoint is overlooked.
Pricing – What’s the Deal?
Lucidchart offers a free plan, so you can test it out without spending a dime. If you’re ready to unlock more advanced features, paid plans start at just €9.00 per user/month, making it a budget-friendly option for teams and businesses of all sizes.
🔗 Check it out here: www.lucidchart.com
When it comes to customer journey mapping tools, Lucidchart delivers on all fronts—ease of use, collaboration, customization, and actionable insights. If you want to visually map out, refine, and optimize your customer journey while keeping things simple and effective, this tool is definitely worth exploring.
#3. Microsoft Visio – The OG of Visual Mapping for Customer Journeys
When it comes to customer journey mapping tools, Microsoft Visio is one of the most powerful and versatile options out there. It’s been around for a while, and for good reason—it’s a feature-packed visualization tool designed to help businesses create detailed, structured, and professional-looking journey maps.
If you’re a fan of Microsoft Office, then you’ll feel right at home with Visio. It seamlessly integrates with other Microsoft apps, making it a great choice for businesses already in the Microsoft ecosystem. But even if you’re new to Visio, its drag-and-drop simplicity makes it easy to start mapping customer journeys like a pro.
Why Choose Microsoft Visio?
✅ Easy Diagramming & Flowcharts – Visio is a diagramming powerhouse that lets you create simple or complex customer journey maps with ease. Whether you’re working on a basic user flow or a multi-touchpoint journey, Visio gives you all the tools to break it down visually.
✅ Massive Library of Shapes & Stencils – No need to start from scratch! Visio offers a huge selection of built-in templates, objects, and stencils to help you structure your maps the way you want.
✅ Perfect for Detailed Customer Data Diagrams – If your customer journey map involves a lot of data-heavy visualizations, Visio is a solid pick. You can link data sources, generate insights, and create highly detailed journey maps that go beyond just basic flowcharts.
✅ Microsoft Integration for the Win – Already using Excel, Teams, or PowerPoint? Visio works seamlessly with the rest of Microsoft 365, meaning you can pull in data from Excel, share diagrams in Teams, or embed visuals in your presentations without breaking a sweat.
✅ Ideal for Large Teams & Enterprises – While plenty of customer journey mapping tools are designed for small businesses, Visio is great for enterprise-level projects. It’s built for collaboration, allowing teams to work on complex journey maps together while keeping everything organized and professional.
Pricing – What’s the Damage?
Microsoft Visio comes in two main plans:
Plan 1 – $5 per user/month (ideal for basic diagramming)
Plan 2 – $15 per user/month (advanced features for more complex mapping)
For a Microsoft-backed tool packed with robust features, the pricing is pretty reasonable, especially if you’re looking for a long-term solution for journey mapping and beyond.
🔗 Check it out here: Microsoft Visio
If you’re looking for a highly detailed, data-friendly, and enterprise-level solution for customer journey mapping tools, Microsoft Visio is a beast. It’s not just about flowcharts—it’s about creating actionable customer journey insights with precision, flexibility, and deep Microsoft integration. Whether you’re a small business or a Fortune 500 company, Visio helps you map, analyze, and optimize the customer experience like a professional.
#4. Gliffy – The No-Fuss Customer Journey Mapping Tool for Quick & Simple Diagrams
If you’re looking for a straightforward, no-frills diagramming tool to map out customer journeys, Gliffy is worth checking out. While it might not be the most feature-packed option out there, it’s fast, lightweight, and easy to use—perfect for teams that need to whip up clean, simple visualizations without the complexity of enterprise-level software.
Unlike some customer journey mapping tools that require a learning curve, Gliffy keeps things simple. Whether you’re sketching out a basic user flow, an org chart, or a quick Venn diagram, it lets you drag, drop, and customize your visuals effortlessly.
Why Gliffy?
✅ Web-Based & Hassle-Free – No software downloads, no complicated setups. Just log in and start mapping customer journeys right from your browser.
✅ Super Simple Interface – If you’re not a fan of overloaded dashboards and cluttered tools, you’ll love Gliffy’s clean and intuitive design. It’s minimalist but effective, making it great for teams who want to focus on the journey, not the software.
✅ Quick & Easy Diagramming – Gliffy is best suited for basic customer journey mapping tools. It’s ideal for simple process flows, Venn diagrams, and organizational charts—just don’t expect heavy-duty data visualization or complex integrations.
✅ Collaboration? Not So Much – While many customer journey mapping tools are built for real-time teamwork, Gliffy is more of a solo player. If you’re working individually or in a small team, this won’t be a dealbreaker, but for bigger, collaborative projects, you might want to look elsewhere.
✅ Budget-Friendly – If you just need a solid, low-cost tool for customer journey mapping without the fancy extras, Gliffy is one of the most affordable options out there.
Pricing – What’s the Damage?
#1. Starts at €6.00 per user/month
#2. Enterprise pricing available upon request
For what it offers, Gliffy is a steal—especially if you’re working on smaller customer journey mapping projects and don’t need a ton of advanced features.
If you need a lightweight, web-based customer journey mapping tool that’s affordable and easy to use, Gliffy gets the job done. It may not have all the bells and whistles of high-end tools, but for quick and simple journey mapping, it’s a solid choice. Perfect for small teams, freelancers, or anyone who prefers an uncomplicated approach to visualizing the customer journey.
#5. Custellence – The No-Nonsense Customer Journey Mapping Tool That Gets Teams Talking
If you’re all about seamless teamwork and easy-to-use tools, Custellence might just be your new best friend. Unlike some customer journey mapping tools that drown you in overwhelming features and clunky dashboards, Custellence keeps things intuitive, simple, and super flexible.
It’s perfect for teams who need a clear, visual way to map out customer interactions, share insights, and collaborate across departments—without spending weeks figuring out how the tool works.
Why Custellence Stands Out
✅ Team-Friendly & Easy to Learn – No one wants to waste hours training their team on a complicated tool. Custellence’s low learning curve means anyone can jump in and start mapping without a hitch.
✅ Visual & Flexible Map Structure – Need to track customer emotions? Add personalized visuals? Adjust journey lanes? Custellence gives you the flexibility to customize your maps the way you want.
✅ Boosts Collaboration – Great for cross-functional teams that need one central place to align on customer experience strategies. You can share, edit, and refine maps in real time, ensuring everyone stays on the same page.
✅ Sleek, No-Frills Interface – Unlike some customer journey mapping tools that throw in too many fancy extras, Custellence keeps it clean and straightforward—so you focus on the journey, not the tool.
Pricing – What’s the Deal?
#1. Free plan available (for small-scale projects)
#2. Paid plans start at €625 per month (for teams that need the full feature set)
If you need a customer journey mapping tool that’s built for teamwork, easy to use, and highly customizable, Custellence is a solid pick. Whether you’re an experienced CX strategist or just starting with journey mapping, this tool makes it effortless to create and refine detailed customer experience maps.
It’s not the cheapest option, but if collaboration and customization are at the top of your list, Custellence is worth every penny.
#6. OmniGraffle – A Powerhouse for Precision Customer Journey Mapping
Looking for a customer journey mapping tool that delivers pinpoint accuracy and sleek visuals? Say hello to OmniGraffle, the go-to tool for designers, marketers, and CX strategists who want total control over their journey maps.
Unlike some customer journey mapping tools that feel rigid or clunky, OmniGraffle is a dream for precision lovers—whether you’re mapping out customer touchpoints, designing detailed wireframes, or even planning interior layouts (yeah, it’s that versatile).
What Makes OmniGraffle Stand Out?
✅ Drag-and-Drop Simplicity – Whether you’re a seasoned pro or a total beginner, OmniGraffle’s intuitive interface lets you build beautiful journey maps fast—no steep learning curve required.
✅ Pixel-Perfect Customization – If details matter to you, OmniGraffle’s precise alignment tools, customizable stencils, and shape libraries make sure your customer journey maps look polished and professional.
✅ Great for Teams & Solo Users – Whether you’re collaborating with colleagues or flying solo, OmniGraffle lets you structure your customer journeys your way, ensuring every touchpoint is visually clear and easy to interpret.
✅ Works Beyond Journey Mapping – Need a flowchart? Wireframe? Business diagram? OmniGraffle isn’t just a customer journey mapping tool—it’s an all-in-one powerhouse for anyone who loves clean, structured visuals.
Pricing – What’s the Deal?
#1. Subscription Plan: $12.49/month (iOS & Mac)
2. One-Time Purchase (Mac only):
Standard License – $149.99
Pro License – $249.99
If you’re the type who lives for precision and clean visuals, OmniGraffle is worth checking out. It’s powerful, flexible, and surprisingly easy to use—making it one of the best customer journey mapping tools for professionals who love structure and detail.
It might be Mac-exclusive (sorry, Windows users), but if you’re an Apple fan looking for a highly customizable mapping tool, OmniGraffle won’t disappoint.
#7. Smaply – The All-in-One Visual Customer Journey Mapping Tool
If you’re looking for a customer journey mapping tool that lets you dig deep into customer experiences and visualize the whole customer journey from multiple angles, then Smaply has got your back. Whether you’re building customer personas, creating detailed journey maps, or mapping out the ecosystem of stakeholders, Smaply lets you capture every element of the customer experience like a pro.
Why Smaply is a Top Pick for Journey Mapping?
✅ Visualize Every Detail – With Smaply, you can create journey maps that are more than just basic flowcharts. You can add storyboards, channels, and even live data for KPIs, which gives you a 360-degree view of your customer’s journey—straight from the start to the end.
✅ Collaborate Like a Team – Sharing and collaborating on journey maps is a breeze with Smaply. Teams can comment, edit, and import data from other sources, plus it offers multiple export options, like PowerPoint to present your findings easily. You and your team will be on the same page in no time!
✅ Link Maps for a Big-Picture View – Smaply lets you link different journey maps, so you can see both the macro and micro views of the customer experience. Visual hierarchies make it easy to zoom in on key stages and also see how everything fits together—from start to finish.
✅ Personas & Stakeholder Mapping – The persona editor is a game-changer. You can build out customer profiles that look like real-life social media profiles, giving you a clearer picture of who you’re designing for. And when it comes to stakeholders, Smaply helps you map out the product ecosystem and understand all the players that impact your customer journey.
✅ Jira Integration – If you’re working with Jira, Smaply integrates smoothly, so you can see all your projects affecting the customer journey in one easy-to-view place. Talk about streamlining everything into a unified experience!
Pricing Breakdown
💰 Free Plan
💰 Repository: €390/year/editor
💰 Framework: €690/year/editor
💰 Governance: €990/year/editor
For teams looking for a flexible, visual tool that not only helps you map the customer journey but also integrates seamlessly with your workflow, Smaply is a solid choice. Whether you need rich data integration, collaborative features, or persona and stakeholder mapping, it covers all the bases.
If you’re ready to take your customer journey mapping tools to the next level and dive into all the details of your customer’s experience, Smaply makes it all possible. Trust me, this tool will make the journey mapping process feel way smoother and more actionable for everyone involved.
#8. TheyDo – The Customer Journey Mapping Tool for Serious Teams
If you’re on the hunt for a customer journey mapping tool that doesn’t just create pretty maps but actually helps you drive real business impact, TheyDo might just be what you need. This journey management powerhouse lets you map, manage, and optimize customer journeys like a pro, while keeping everything aligned with your business goals.
Why TheyDo Stands Out?
✅ All-in-One Journey Management – This isn’t just about mapping out a few touchpoints; TheyDo helps you organize customer research across every stage of the journey, giving you a big-picture view of customer experience in real-time. It’s not just a tool—it’s a full-blown journey management system.
✅ Customized Journey Maps for Your Biz – Your business isn’t cookie-cutter, so why should your customer journey mapping tools be? With TheyDo, you can tailor journey maps to fit your organization’s structure, workflows, and key objectives. No one-size-fits-all nonsense—just clear, strategic mapping that makes sense for your brand.
✅ Collaboration Made Easy – TheyDo is built for teams, meaning you don’t have to work in silos. Need input from different departments? Invite teammates, comment, and leave insights directly on journey maps. Whether you’re working with CX teams, product managers, marketers, or execs, TheyDo makes sure everyone’s voice is heard.
✅ From Insights to Action – TheyDo doesn’t just help you visualize customer journeys—it helps you track real change. You can tie every journey to a business goal, ensuring that you’re not just collecting data but actually improving the customer experience.
Pricing
#1. Free Plan Available
#2. Paid Plans: Starting at $39K per year (yeah, it’s an enterprise-level tool, but the impact is huge!)
TheyDo isn’t just another customer journey mapping tool—it’s a full-fledged journey management system designed for serious teams that want to turn insights into action. If you’re managing complex customer journeys, need team collaboration, and want to track how journey improvements drive business results, this tool is worth a look.
If you’re serious about customer experience transformation, TheyDo makes sure you’re not just mapping journeys, but actually improving them.
#9. Visual Paradigm – The All-in-One Customer Journey Mapping Tool
If you’re looking for customer journey mapping tools that do more than just mapping, Visual Paradigm has got you covered. This online journey mapping and development suite takes customer experience to the next level by streamlining UX initiatives and automating the entire information acquisition process. Whether you’re trying to fine-tune your user experience, boost customer retention, or skyrocket conversion rates, this tool helps you visualize and optimize every touchpoint along the way.
Why Visual Paradigm is a Game-Changer?
✅ Deep-Dive into Customer Journeys – Zoom in on specific customer interactions within different channels to pinpoint friction points, uncover opportunities, and refine user experience. This isn’t just about seeing the journey—it’s about truly understanding it and making strategic improvements.
✅ Built for Agile Teams – If you’re running an agile project, Visual Paradigm seamlessly integrates with tools like PM Process Tool, Agile Process Tool, and Scaled Scrum Process. Perfect for businesses that need customer journey mapping tools that align with agile workflows and project management methodologies.
✅ Boost Retention & Conversions – The whole point of mapping customer journeys is to improve how users interact with your brand. Visual Paradigm helps you identify pain points, optimize experiences, and create a seamless flow that keeps customers coming back.
✅ Customizable for Any Business Size – Whether you’re a startup, mid-sized business, or an enterprise-level operation, Visual Paradigm’s flexible pricing and feature set make it adaptable to your needs.
Pricing Plans
#1. Perpetual License: Ranges from $99 to $1999 (one-time payment)
#2. Subscription-Based Plans: Start from $6 to $89 per month
Visual Paradigm isn’t just a customer journey mapping tool—it’s a powerful UX and agile project management suite designed to help businesses create better experiences, retain customers, and drive conversions. If you want a deep, data-driven look into your customer journeys while also aligning it with agile processes, this tool is worth checking out.
Ready to take your customer experience game to the next level? Visual Paradigm has everything you need to turn insights into action.
#2. CUSTOMER EXPERIENCE AND VOC SOFTWARE
If you want a deeper dive into customer journeys, Customer Experience and VoC (Voice of the Customer) software—also called 360 VoC software—is worth checking out. These tools help gather customer feedback at key moments throughout the journey. The best part? They pull in both numbers and real customer insights from different channels and touchpoints, giving you a well-rounded view of the experience.
#10. InMoment – Next-Level Customer Feedback & Journey Mapping
When it comes to customer journey mapping tools, InMoment isn’t just another name on the list—it’s a game-changer. This platform takes all the scattered customer feedback across multiple channels and transforms it into one powerful, easy-to-understand dataset. No more digging through different platforms or drowning in unstructured insights—InMoment brings it all together in one unified dashboard that your entire organization can tap into.
Why InMoment Stands Out?
✅ 360° View of Customer Touchpoints – Get a crystal-clear picture of how customers interact with your brand at every stage. From first impressions to repeat purchases, you can map out pain points, uncover opportunities, and fine-tune experiences.
✅ Visualize the Entire Customer Journey – Data is great, but seeing it in action? Even better. InMoment’s visualization tools allow you to create clear, intuitive customer journey maps that break down each interaction, helping you identify friction points and make data-driven decisions.
✅ Three Levels of Engagement – Whether you’re just getting started with customer journey mapping tools or looking for enterprise-grade insights, InMoment offers three distinct journey mapping engagement levels. Each one unlocks different services, so you can customize the experience based on your business needs.
✅ AI-Powered Insights – No need to manually sift through customer feedback. InMoment’s AI-driven analytics identify trends, sentiments, and key areas for improvement—so you can act fast and deliver a seamless customer experience.
✅ Collaboration-Friendly – Customer experience isn’t just a one-person job. With InMoment, teams across departments can access the same insights, ensuring everyone—marketing, sales, product development, and customer support—is aligned on what customers need and expect.
Pricing? Not Publicly Listed
InMoment doesn’t display its pricing upfront, meaning you’ll need to contact them for a custom quote. Given the level of customization and enterprise-grade features, it’s likely tailored to business size and needs.
If you’re serious about understanding customer journeys, optimizing interactions, and turning feedback into actionable insights, InMoment is one of the most powerful customer journey mapping tools out there. It’s not just about collecting feedback—it’s about making that data work for you.
#11. SuiteCX – A Powerhouse for Customer Journey Mapping & Experience Management
If you’re on the hunt for customer journey mapping tools that go beyond just drawing pretty diagrams, SuiteCX is worth a serious look. This all-in-one customer experience management platform blends diagnostics, storytelling, prioritization, and strategic planning into a seamless and intuitive tool that actually helps you make smarter business decisions.
What Makes SuiteCX Stand Out?
✅ User-Friendly & Fully Customizable – No steep learning curves here! SuiteCX is designed to be easily updatable, so your team can tweak and refine customer journey maps as you gather more insights—no need to start from scratch every time.
✅ Pre-Built Templates for Faster Mapping – Not sure where to start? SuiteCX has ready-to-use Customer Journey Mapping (CJM) templates that allow you to visualize every customer interaction, pain point, and touchpoint in one place. Just plug in your data and get a comprehensive, high-level view of the customer experience.
✅ Centralized Customer Data Hub – One of the biggest headaches in customer experience management is dealing with scattered customer insights. SuiteCX keeps all customer interactions, segments, and data points in a single, centralized database, ensuring you get the full picture of how your audience engages with your brand.
✅ Data-Driven Storytelling – Journey mapping is only as good as the insights it provides. SuiteCX helps you turn raw data into clear, visual stories that make it easy to understand customer behavior, pain points, and opportunities for improvement. You’re not just mapping journeys—you’re uncovering actionable insights that drive real business growth.
✅ Strategic Prioritization & Planning – It’s not just about spotting issues; it’s about fixing them efficiently. SuiteCX helps businesses prioritize actions based on impact, so you can tackle the biggest pain points first and see quick wins while planning for long-term improvements.
Pricing? You’ll Have to Ask!
SuiteCX doesn’t list its pricing upfront, which usually means custom pricing based on business needs and scale. You’ll need to reach out to them directly for a quote.
If you want a customer journey mapping tool that’s not just about visuals but also about data-driven storytelling, strategic planning, and real business impact, SuiteCX is a solid bet. It’s built for businesses that are serious about optimizing customer experience—and not just mapping it, but improving it at every touchpoint.
#12. cx/omni – The Ultimate CX & Customer Journey Mapping Tool
If you’re looking for customer journey mapping tools that go beyond just mapping touchpoints, cx/omni is a powerhouse. It’s not just about plotting journeys—it’s about understanding customer sentiment, pinpointing pain points, tracking emotional responses, and spotting performance gaps. This tool gives you the full picture of how customers experience your brand, so you can identify what’s working and what’s failing—fast.
What’s Special About cx/omni?
✅ CX + UX Insights in One Place – No more scrambling between tools to figure out where your customer experience (CX) or user experience (UX) needs fixing. cx/omni brings all your CX/UX insights into a centralized platform that makes internal communication smooth and effective.
✅ Real-Time Feedback Data – Why work with outdated info when you can get live, up-to-the-minute customer feedback? cx/omni lets you capture and analyze real-time customer sentiment so you can address issues before they become full-blown problems.
✅ Pain Point & Emotional Journey Tracking – Not all issues are technical. Sometimes, customers feel frustrated or disengaged, and cx/omni helps you track their emotional responses across different touchpoints. If there’s a dip in sentiment, you’ll know exactly where to look and what to fix.
✅ Performance Gap Monitoring – There’s a big difference between what a business thinks it’s delivering and what customers are actually experiencing. cx/omni helps you identify where expectations and reality don’t align, so you can close the gap and create a more seamless customer journey.
Pricing? That’s a Mystery…
cx/omni doesn’t make its pricing public, so you’ll have to reach out to their team for a custom quote.
If you’re serious about understanding the full spectrum of customer experience, cx/omni is more than just another customer journey mapping tool—it’s a complete CX management system. It’s got the tools, the insights, and the real-time feedback to help businesses identify pain points, track emotional engagement, and improve performance gaps. If CX is a top priority, this tool is definitely worth a closer look
#13. Qualtrics – The Heavyweight Champion of Experience Management & Customer Journey Mapping Tools
When it comes to customer journey mapping tools, Qualtrics isn’t playing in the minor leagues. It’s a full-fledged experience management (XM) platform that helps businesses track, analyze, and optimize customer and employee experiences—all in one place. Whether you want to understand customer behavior, gather real-time feedback, or fine-tune your CX strategy, Qualtrics has got your back.
What Makes Qualtrics Stand Out?
✅ AI-Powered Insights – Data is great, but understanding the why behind the numbers? That’s where Qualtrics shines. With Clarabridge (which they recently acquired), this tool doesn’t just collect feedback—it deciphers intent, detects emotions, and provides deep listening insights.
✅ Customer & Employee Experience in One Platform – Qualtrics doesn’t stop at customers. It bridges the gap between CX and EX (Employee Experience), so you can see how internal operations impact external experiences. Because happy employees = better service.
✅ Smart Decision-Making with Predictive Analytics – Instead of just reacting to customer problems, Qualtrics helps you predict issues before they escalate. By analyzing sentiment trends and engagement patterns, you get a proactive approach to optimizing the customer journey.
✅ Seamless Integrations – Whether you’re using CRM tools, helpdesk software, or other customer journey mapping tools, Qualtrics plays nice with them. It integrates smoothly into your workflow, so you can collect and analyze data without the headaches.
What About the Pricing?
No fixed pricing listed—you’ll need to contact Qualtrics for a custom quote. But given the AI-driven capabilities and enterprise-grade features, expect it to be on the premium side.
If you’re looking for a high-end, AI-powered, enterprise-level customer journey mapping tool, Qualtrics is a top-tier choice. It’s not just about mapping the journey—it’s about understanding customer intent, tracking sentiment, and optimizing experiences in real-time. If you’re serious about next-level customer insights, Qualtrics is worth the investment.
#3. COLLABORATION SOFTWARE
If your team is all about seamless collaboration, then a good collaboration tool is the way to go. These tools make it easy to work on the journey together and help you avoid common mistakes. You’ll find everything from general project management tools to ones specifically designed for mapping the customer journey.
#14. Miro – The Ultimate Collaboration Hub for Customer Journey Mapping
If you’re looking for a customer journey mapping tool that does more than just sketch out customer flows, Miro might just be your new best friend. It’s a powerful online whiteboard that lets you create, collaborate, and centralize all your team communication in one place. Whether you’re mapping out user stories, planning sprints, or mapping the entire customer journey, Miro’s got a toolkit that’ll help you get it done like a pro.
Why Miro Is a Game-Changer for Customer Journey Mapping
✅ Collaboration on Steroids – Miro makes it super easy for teams to work together, whether you’re in the same office or scattered across the globe. It’s all about real-time collaboration, where everyone can jump in, contribute ideas, and build on each other’s work. Talk about teamwork, right?
✅ All-in-One Tool for Every Stage of Your Project – Not just customer journey mapping tools, Miro lets you wireframe, plan sprints, and even do retrospectives. So whether you’re in the early brainstorming phase or fine-tuning the last details, Miro has got you covered.
✅ Flexibility – The beauty of Miro is its flexibility. You can create custom templates for your specific needs—whether you’re mapping out your customer’s emotional journey, building user personas, or planning long-term product roadmaps.
✅ Visual & Interactive – It’s not just static diagrams; it’s about making your customer journey maps interactive and dynamic. That way, you’re always tweaking and improving, based on feedback, new data, or team input.
Pricing? It’s Got You Covered
✅ Free Plan – Start experimenting with Miro without spending a dime. If you’re just getting started, this will help you get the hang of the features.
✅ Paid Plans – If you need more advanced features, paid plans start at $8 per user/month, which is a steal for the power it offers.
When it comes to customer journey mapping tools, Miro isn’t just about creating cool visuals—it’s about bringing your team together to map, strategize, and collaborate in real time. Whether you’re a startup or a big company, this tool helps streamline communication and ensures everyone’s on the same page as you tackle that customer journey. It’s flexible, collaborative, and oh-so-user-friendly. Perfect for teams who want to turn their ideas into action.
#15. Trello – Your Visual Collaboration Tool for Customer Journey Mapping
Trello is more than just a task manager—it’s a visual collaboration powerhouse that works wonders for customer journey mapping tools too! Whether you’re in marketing, sales, support, or even HR, Trello is great for organizing and prioritizing tasks—and it takes things to the next level when it comes to mapping out customer journeys. If your team thrives on visuals and needs something that helps you stay on top of all your projects, Trello’s the one for the job.
Why Trello is Awesome for Customer Journey Mapping
✅ Super Visual & Easy to Use – If you’re tired of complicated tools and just want something that looks good and is easy to understand, Trello’s got your back. You create boards for different stages of your journey, add cards for specific tasks or customer touchpoints, and you can drag-and-drop them as things move along. You’ll always know where things stand!
✅ Collaborate Like a Boss – Trello shines when it comes to team collaboration. You can assign tasks, set deadlines, add comments, and even attach files to specific cards. Everyone on your team can pitch in, add their input, and help build that perfect customer journey map without the mess.
✅ Integrations for Days – It’s all about streamlining your work, right? Well, Trello integrates with a bunch of apps like JIRA, Google Drive, Slack, and GitHub to make your life a whole lot easier. That means you can bring your tools together and work smarter, not harder.
✅ Customizable & Flexible – Everyone’s customer journey is a little different. With Trello, you can easily customize your boards, so they fit the way your team works. From tracking customer pain points to mapping out every step of the journey, you can do it all.
Pricing – Affordable for Everyone
✅ Free Plan – Just starting out or have a small team? No worries! The free plan gives you all the basic features you need to get going.
✅ Standard Plan – For just $5/user/month, you get more advanced features like larger attachments and more integrations.
✅ Professional Plan – Need even more? For $10/user/month, you unlock premium features like advanced automation.
✅ Enterprise Plan – For larger teams, it’s $17.50/user/month, and it comes with even more control and features for your growing needs.
When it comes to customer journey mapping tools, Trello is the perfect mix of simplicity and power. It’s super visual, super easy to use, and most importantly, it makes team collaboration effortless. Whether you’re managing marketing tasks, prioritizing touchpoints, or just keeping everyone on the same page, Trello’s got the tools to help you map out the customer experience like a professional.
#16. Trello – Your Go-To Visual Collaboration Tool for Customer Journey Mapping
Trello isn’t just any old task manager—it’s your ultimate visual collaboration buddy, especially when you’re diving into customer journey mapping tools! Whether you’re running the marketing squad, working in sales, handling support, or even doing some HR magic, Trello makes organizing and prioritizing tasks a breeze—and it’s perfect for mapping out your customer journey in a way that’s clear, straightforward, and efficient. If your team’s all about visuals and keeping things organized, Trello’s totally the MVP.
Why Trello Is a Game-Changer for Customer Journey Mapping
✅ Super Visual & So Easy to Use – Let’s face it, no one wants to waste time trying to figure out how to use complicated tools. With Trello, it’s all about simplicity. Create boards for every stage of your customer journey, throw in cards for each touchpoint or task, and just drag-and-drop them around as your journey evolves. You’ll always know exactly where you are in the process—no confusion, no mess!
✅ Collaboration Made Simple – When it comes to getting your whole team on board and working together, Trello is the king. You can assign tasks, set deadlines, drop comments, attach files, and more—all right on each card. Everyone can chime in with their ideas, make edits, and help you create a customer journey map that actually works without all the back-and-forth hassle.
✅ Integrations? Yes, Please! – You know how it goes—you’ve got a ton of tools you use, and Trello gets it. That’s why it integrates with so many apps like JIRA, Slack, Google Drive, and even GitHub. Now you can keep everything you need in one place and make your customer journey mapping tools even more efficient. It’s all about working smarter!
✅ Totally Customizable & Flexible – Everyone’s journey looks a little different, and that’s where Trello really shines. You can customize your boards to suit the way your team works best. Whether you’re tracking customer pain points, mapping out steps, or looking for opportunities to improve, Trello gives you the flexibility to do it your way.
Pricing That Won’t Break the Bank
✅ Free Plan – Got a small team or just getting started? No sweat! The free plan covers all the essentials, so you can hit the ground running without spending a dime.
✅ Standard Plan – Want some extra features like bigger file attachments and more integrations? For just $5/user/month, you’re all set.
✅ Professional Plan – Need to level up? For $10/user/month, you get premium features like advanced automation to make your journey mapping even more efficient.
✅ Enterprise Plan – For the big leagues, the $17.50/user/month package offers even more control, security, and customization to keep your growing team in sync.
When it comes to customer journey mapping tools, Trello hits the sweet spot. It’s visual, intuitive, and super easy to use, making it a no-brainer for teams who want to map out their customer’s experience. Whether you’re tackling marketing tasks, prioritizing touchpoints, or just getting everyone on the same page, Trello’s got the features to help you create a customer journey that’s on point—all while making collaboration feel like a breeze.
#17. UpWave – The Ultimate Collaboration Tool for Small and Medium Teams
If you’re a small or medium-sized business looking for a way to organize tasks and streamline your workflow, UpWave might just be the tool you’ve been waiting for. It’s an advanced task manager designed to make things easier and more efficient for digital teams. With a modern interface and detailed tutorials, it’s super easy to get started and hit the ground running—no steep learning curve here!
Why UpWave Is Perfect for Customer Journey Mapping
UpWave is all about visual collaboration. It lets your team plan and share tasks, ideas, and insights using visual boards—which, let’s face it, make managing everything feel like a breeze. If you’re looking to create a customer journey map, these boards are perfect for tracking each stage and touchpoint of your customer’s experience. From initial contact to post-purchase feedback, UpWave helps you organize and track the customer journey efficiently.
Key Features That Make UpWave Stand Out
✅ Super Easy to Use – With its clean, modern interface, UpWave makes it easy to get started right away. Plus, its detailed tutorials mean you’ll never be lost, even if you’re not the most tech-savvy person on the team.
✅ Visual Boards for Ultimate Collaboration – Need to map out the steps your customers take? UpWave’s visual boards are the way to go. Whether you’re planning out each customer journey touchpoint or mapping workflows, these boards are perfect for tracking all the details and keeping things organized.
✅ Cloud-Based Access – Everything is stored in the cloud, so no matter what device you’re on, you can always access your boards and keep the workflow moving. It’s the perfect tool for teams that are always on the go.
✅ Track Workflows and Boost Productivity – UpWave makes it simple to streamline tasks and improve your team’s overall productivity. By tracking progress and visualizing each task, you can stay ahead of deadlines and ensure nothing gets lost in the shuffle.
Pricing That Fits Every Need
✅ Basic Plan – Starting at just $8/user/month, you get all the basic features to get your team organized and moving in the right direction.
✅ Business Plan – For $16/user/month, you unlock more advanced features to help manage bigger teams and more complex projects.
✅ Enterprise Plan – Need something more customized? The Enterprise plan offers tailored solutions for larger teams, with pricing available upon request.
When it comes to customer journey mapping tools, UpWave is a game-changer. It’s not just about organizing tasks—it’s about collaborating in a visual way that keeps your entire team on the same page. Whether you’re planning customer touchpoints, tracking feedback, or just improving workflow, UpWave’s got the tools to make it happen with ease.
#18. Mural – The Visual Collaboration Tool You’ll Actually Love
If you’re looking for a tool that helps teams collaborate effortlessly while making things visually engaging, Mural has got your back. It’s a visual collaboration tool that lets you create and share items to keep your team, clients, and stakeholders in the loop. Whether you’re brainstorming ideas, creating flowcharts, or mapping out your customer journey, Mural makes it all look good and super easy to understand.
Why Mural is Perfect for Customer Journey Mapping
Mural is a top-notch option for teams that need to map out a customer journey while also keeping everything visually engaging. With built-in templates and frameworks, you can quickly set up maps, flowcharts, and sticky notes that make complex ideas clearer. It’s a fantastic tool when you need to get everyone on the same page and communicate insights in a way that everyone can understand.
What Makes Mural Stand Out for Customer Journey Mapping Tools?
✅ Easy-to-Use Templates – Getting started with customer journey mapping is a breeze. Mural comes packed with ready-to-use templates, so you don’t have to start from scratch. Simply drop your content into a framework and start mapping out customer touchpoints.
✅ Visual Communication at Its Best – Mural allows you to use sticky notes, drawings, and flowcharts to create an interactive map that communicates ideas much faster than regular documents or spreadsheets. It’s all about making things visual and easy to grasp, which is key for customer journey mapping.
✅ Works from Any Device – Whether you’re on a laptop, tablet, or phone, Mural is available across devices, so you can access your boards anywhere, anytime. It works directly through your web browser, and if you prefer, there are also native apps for Windows 10 and iOS for seamless access.
✅ Real-Time Collaboration – Need your team to jump in and add their input on the fly? Mural’s real-time collaboration feature lets everyone contribute instantly, which makes building and refining your customer journey maps a smooth and collaborative experience.
Pricing Plans That Fit Your Needs
✅ Free Plan – Perfect if you’re just getting started or need a simple tool for personal projects.
✅ Team+ Plan – At just $9.99 per member/month, you unlock more features like unlimited boards and enhanced collaboration tools for teams that need a bit more.
✅ Business Plan – For $17.99 per member/month, you get even more advanced options and greater flexibility for larger teams.
✅ Enterprise Plan – If you have more complex needs, the Enterprise plan offers custom solutions—just reach out to Mural for pricing info.
When it comes to customer journey mapping tools, Mural truly stands out. It’s not just a tool—it’s a visual collaboration powerhouse that helps teams engage and map out the customer experience in the most intuitive way possible. If you want to map your customers’ journeys, collaborate seamlessly, and make complex information easy to digest, Mural is the way to go.
#19. Mapovate – The Customer Journey Mapping Tool That Gets You Real-Time Insights
Looking for a customer journey mapping tool that not only helps you map out your customer touchpoints but also gives you instant feedback on how your customers are feeling? Well, Mapovate has got your back! It’s a dynamic tool that combines real-time voice of customer analytics with intuitive mapping features, making it perfect for teams who want to make data-driven decisions on the fly.
Why Mapovate is a Game-Changer for Customer Journey Mapping Tools
✅ Real-Time Voice of Customer Analytics – With Mapovate, you get instant, real-time insights into what your customers are saying and feeling. It’s like getting the pulse of your customers while they’re on their journey with you. This is crucial for businesses that want to stay ahead of any issues or pain points that could pop up along the way.
✅ Easy-to-Use Interface – You don’t have to be a tech genius to use Mapovate. It’s super easy to jump in and start mapping out your customer journey. Whether you’re tracking specific touchpoints, customer profiles, or overall experiences, this tool makes it simple and straightforward.
✅ Create Personas & Define Journeys – Want to dive deeper into your customers’ experiences? You can easily create personas for different customer profiles and then define their specific journeys. This level of detail helps you target the right touchpoints and make sure every part of the customer experience is aligned with their needs.
✅ Collaborate with Your Team – No tool is complete without teamwork, right? Mapovate allows you to easily collaborate with your team members, share insights, and refine customer journeys together. Everyone’s on the same page when it comes to optimizing those experiences.
✅ Automated Alerts & Notifications – Don’t miss a beat with email alerts and notifications that help you stay on top of key actions and follow-ups. This ensures you never lose sight of important moments in your customer journey.
Pricing Plans – Try Before You Buy
✅ Free Trial – Not sure if it’s the right fit for you? No worries! You can try Mapovate for free for 14 days and get a feel for all the features without any commitment.
✅ Pricing Available on Request – For ongoing use, pricing is available upon request, so you can chat with the team and get the best deal for your business needs.
If you’re looking for customer journey mapping tools that offer more than just a visual diagram, Mapovate is where it’s at. The combination of real-time voice of customer analytics with easy-to-use features makes it a great fit for businesses that want to take their customer journey mapping to the next level. Whether you’re mapping touchpoints, defining personas, or collaborating with your team, Mapovate helps you make smarter, data-driven decisions to create a more seamless and impactful customer experience.
#20. Mapovate – The Customer Journey Mapping Tool That Gets You Real-Time Insights
Looking for a customer journey mapping tool that not only helps you map out your customer touchpoints but also gives you instant feedback on how your customers are feeling? Well, Mapovate has got your back! It’s a dynamic tool that combines real-time voice of customer analytics with intuitive mapping features, making it perfect for teams who want to make data-driven decisions on the fly.
Why Mapovate is a Game-Changer for Customer Journey Mapping Tools
✅ Real-Time Voice of Customer Analytics – With Mapovate, you get instant, real-time insights into what your customers are saying and feeling. It’s like getting the pulse of your customers while they’re on their journey with you. This is crucial for businesses that want to stay ahead of any issues or pain points that could pop up along the way.
✅ Easy-to-Use Interface – You don’t have to be a tech genius to use Mapovate. It’s super easy to jump in and start mapping out your customer journey. Whether you’re tracking specific touchpoints, customer profiles, or overall experiences, this tool makes it simple and straightforward.
✅ Create Personas & Define Journeys – Want to dive deeper into your customers’ experiences? You can easily create personas for different customer profiles and then define their specific journeys. This level of detail helps you target the right touchpoints and make sure every part of the customer experience is aligned with their needs.
✅ Collaborate with Your Team – No tool is complete without teamwork, right? Mapovate allows you to easily collaborate with your team members, share insights, and refine customer journeys together. Everyone’s on the same page when it comes to optimizing those experiences.
✅ Automated Alerts & Notifications – Don’t miss a beat with email alerts and notifications that help you stay on top of key actions and follow-ups. This ensures you never lose sight of important moments in your customer journey.
Pricing Plans – Try Before You Buy
✅ Free Trial – Not sure if it’s the right fit for you? No worries! You can try Mapovate for free for 14 days and get a feel for all the features without any commitment.
✅ Pricing Available on Request – For ongoing use, pricing is available upon request, so you can chat with the team and get the best deal for your business needs.
If you’re looking for customer journey mapping tools that offer more than just a visual diagram, Mapovate is where it’s at. The combination of real-time voice of customer analytics with easy-to-use features makes it a great fit for businesses that want to take their customer journey mapping to the next level. Whether you’re mapping touchpoints, defining personas, or collaborating with your team, Mapovate helps you make smarter, data-driven decisions to create a more seamless and impactful customer experience.
Conclusion
When it comes to customer journey mapping tools, there’s no one-size-fits-all approach. It really comes down to what you’re trying to achieve. Are you just looking for something simple to visually map out the journey? Or are you after a more robust customer experience management (CEM) tool that ties in all those different touchpoints and channels? Maybe you need a tool that makes collaboration a breeze for your team? Whatever you need, the key is to dive in and start now. A solid customer journey map can make all the difference in creating a smooth, engaging experience that keeps your customers coming back for more.
But here’s the thing—customer journey mapping tools are just one piece of the puzzle. To really understand the full online customer journey, you need to couple these tools with a customer feedback solution. By collecting and analyzing real-time feedback, you’ll get the insights you need to fine-tune your map and make sure you’re hitting the mark every time. So, get started today, keep the conversation going, and start building that customer journey that keeps your audience happy and loyal.
