In this slideshare, we will provide you with the top 20 customer journey mapping tools.

2. Top 20 Customer Journey Mapping Tools
A customer journey map tells the story of the customer’s experience – which starts at the initial point
of contact all the way through to a long-term relationship. For this process to be a successful one and
because it can be quite complex, many business seek the assistance of customer journey mapping tools.
Why are customer journey maps so complex exactly? This is mostly attributed to the fact that there
is not just one single way to create one. It often comes down to preference….
3 types of customer journey mapping tools: journey mapping & visualisation tools, Customer
Experience & VoC Software and Collaboration software.
Here are the top 20 & definitions of the 3 types of the Customer Journey Mapping Tools:
opinion 2www.mopinion.com

3. Journey Mapping & Visualisation Tools
journey mapping & visualisation tools is the best option for For those seeking a solution to simply
visualise the journey.
Allows users to visualise the journey using flow charts, diagrams and other more technically
sophisticated charts.
Let’s take a look at the following Journey Mapping & Visualisation Tools:
opinion 3www.mopinion.com

4. 1. Microsoft Visio
Microsoft Visio
▪ Is a software used for creating a variety of
diagrams and flowcharts.
▪ Users can create simple or more complex
customer data diagrams.
▪ Offers a wide variety of built-in shapes,
objects, and stencils to work with.
▪ Note: this is a Microsoft product, sold as an
addition to MS Office.
opinion 4www.mopinion.com

5. 2. Gliffy
Gliffy
▪ Is a web-based editor use to create and edit
diagrams.
▪ Offers plenty of simple features such as Venn
diagrams and organisational charts.
▪ With a free account, you can only make a total
of five diagrams and all the diagrams you
make are public. This means if you need to
draw something confidential, it is not advised
to use the free version.
opinion 5www.mopinion.com

6. 3. Canvanizer
Canvanizer
▪ You can develop, brainstorm and structure
ideas and concepts with your team.
▪ Use it as a daily task manager, where you
distribute tasks to your colleagues and keep
track on their progress.
▪ Has pre-built templates for different types of
projects, possibility to import spreadsheets
from a CSV file, or you can start from scratch
with a blank canvas.
opinion 6www.mopinion.com

7. 4. UXPressia
UXPressia
▪ Is a cloud-based customer experience
management platform that helps teams to
visualize, share, present, and improve their
customer journeys.
▪ Offers features like real-time online
collaboration for multiple users, integrations
with a variety of data sources, and a modern
interface.
▪ Also offers flexible Customer/Buyer Persona,
Impact Map builders and a variety of
predefined templates.
opinion 7www.mopinion.com

8. 5. Omnigraffle
Omnigraffle
▪ Is a diagramming tool that can be used for
everything from wireframe design to interior
design.
▪ Users can create precise and neat customer
journey maps that can then be shared with
colleagues.
▪ What makes it exceptional is how easy it is to
get started.
opinion 8www.mopinion.com

9. 6. Smaply
Smaply
▪ Is a visual customer experience management
software that helps users map customer
engagement and experiences with their
company.
▪ Uses maps and graphical tools.
▪ Features a mapping tool for stakeholders to
visualize product ecosystem and help
companies get a clearer picture of metrics
and parties that impact their product.
opinion 9www.mopinion.com

10. 7. Touchpoint
Touchpoint
▪ Is a web-based tool for customer journey
mapping.
▪ Is a method for visualising processes and
services from the client’s perspective.
▪ The main purpose: improve all customer
touchpoints in order to enhance customer
experience.
opinion 10www.mopinion.com

11. 8. IBM Journey Designer
IBM Journey Designer
▪ Allows users to start creating customer
journeys in minutes.
▪ Visualise cross-channel journeys, set common
marketing goals and design tailored customer
experiences for various priority segments in a
user-friendly, drag-and-drop interface.
▪ Engage in conversations, send files and notify
team members of any activities while building
customer journeys.
opinion 11www.mopinion.com

12. 9. CFN Insights
CFN Insights
▪ Lets you identify every customer touchpoint
and assign a business owner who is
accountable for the success of their
touchpoints.
▪ Manage the workflow of changing and
improving your overall CX.
▪ Gives you insights into interactions at every
stage of the journey.
▪ Linking customer feedback data and other
insights to improve your business.
opinion 12www.mopinion.com

13. Customer Experience & VoC Software
Customer Experience & VoC Software is the best option for a more in-depth look into customer
journeys.
Focuses on bringing customer feedback into the organisation at every moment of truth along the
customer journey.
The benefit of using such a tool is that they aim to bring in both quantitative and qualitative data from
various channels and touchpoints.
Let’s take a look at the following Customer Experience & VoC Softwares:
opinion 13www.mopinion.com

14. 10. MaritzCX
MaritzCX
▪ Allows its users to take data from their
different feedback channels and turn it into a
cohesive set customer data.
▪ Create visualisations of customer touchpoints
and interactions.
▪ Includes three Journey Mapping engagement
levels that give users access to different
services within the platform.
opinion 14www.mopinion.com

15. 11. SuiteCX
SuiteCX
▪ Combines diagnostics, storytelling,
prioritisation and planning into a customer
experience management platform.
▪ Provides several Customer Journey Mapping
(CMJ) visualisation templates and tools.
opinion 15www.mopinion.com

16. 12. cx/omni CEM Cloud Customer Journey Mapping Software
CX/Omni CEM Cloud
▪ Platform for internal communication of all
CX/UX insights which includes a customer
journey mapping tool.
▪ Helps you monitor customer sentiment,
various pain points, emotional journeys, and
even performance gaps.
▪ Users can access real-time feedback data.
opinion 16www.mopinion.com

17. 13. Clarabridge
Clarabridge
▪ Helps users understand and improve the
customer journey.
▪ Collects and transforms all forms of customer
feedback into intelligence → activate the
voice of the customer across the enterprise.
▪ Data is very easy to interpret thanks to
dashboards, reports and alerts available.
opinion 17www.mopinion.com

18. Collaboration Software
Collaboration Software is the best option if your team is more adamant on using a tool or software
that will facilitate smooth collaboration among team members.
Focuses on working around the journey together with your team and include generic project
management tools as well as tools that are more centered on the customer journey itself.
Let’s take a look at the following Collaboration Softwares:
opinion 18www.mopinion.com

19. 14. Trello
Trello
▪ Visual collaboration tool for planning tasks
and projects.
▪ Makes it much easier for teams to work
together organising, prioritising and creating
detailed maps.
▪ Users can add comments or attachments.
▪ Integrates with g JIRA Cloud, Bitbucket Cloud,
Google Drive, GitHub and Slack.
opinion 19www.mopinion.com

20. 15. Jive
Jive
▪ Collaboration tool that connects team
members, upper management personnel, and
other relevant parties.
▪ Enables users to identify major influencers as
well as track various trends and optimise
engagement online.
▪ Users can also track every stage of the
customer lifecycle.
opinion 20www.mopinion.com

21. 16. Asana
Asana
▪ Project and task management app that
facilitates team communication and
collaboration.
▪ Create customer journey maps and enable
teams to track them collaboratively.
▪ Possible to add team members to projects
and tasks, share files and communicate with
them.
▪ Users can be mentioned in task comments to
keep them in the loop.
opinion 21www.mopinion.com

22. 17. Mural
Mural
▪ Users can create and share items to keep
stakeholders informed.
▪ Users are able to gain insights much more
quickly with the built-in templates and
frameworks.
▪ Has native apps for Windows 10 and iOS.
opinion 22www.mopinion.com

23. 18. UpWave
UpWave
▪ Advanced task manager for small and
medium business that offers lots of unique
features.
▪ Easy-to-use because of of detailed tutorials.
▪ Plan and share tasks and ideas by way of
visual boards that helps users to track
workflows and streamline productivity.
▪ All information is stored in a cloud.
opinion 23www.mopinion.com

24. 19. Blank Canvas
Blank Canvas
▪ It doesn’t force you to create lists and/or
hierarchies.
▪ Users can visualise the information the way
they want as well as create as many versions
of maps as they need.
▪ Enables the user to collaborate in real-time
and can be used for small and large groups
alike.
opinion 24www.mopinion.com

25. 20. Workzone
Workzone
▪ Cloud-hosted project management and
document collaboration app.
▪ Organize projects with tasks and subtasks,
assign responsibilities, and be notified when a
task is due.
▪ Connect tasks together to see how a change
in a single area impacts the rest of the project.
opinion 25www.mopinion.com

26. Mapping journeys in a way that suits your needs
Because there is no one way to create a customer journey map, it’s important to identify which type you
want to take to map the journey. Moreover, it’s critical you get started now if you want to have a good
customer experience that keeps your customers happy.
What’s also important is that these types of tools are only a small piece of the puzzle when it comes to
understanding the online customer journey. Many customer journey mapping tools are strengthened by
the application of a customer feedback solution. Customer Feedback Analytics software Mopinion
enables digital-first companies to capture feedback during the online journey and pinpoint where
problems are occurring as well as identify what is keeping customers from reaching their online goals.
opinion 26www.mopinion.com

27. Start your Free Trial Today
Want to learn more about Mopinion’s feedback reporting and
analysis platform?
Take our software for a spin!
www.mopinion.com