Market Share: Customer Journey Mapping (CJM), 2025, Central and Eastern Europe

Quadrant Knowledge Solutions Reveals that Customer Journey Mapping Market is Projected to Register a CAGR of above average by 2030 in Central & Eastern Europe. 

Central & Eastern Europe is witnessing substantial growth in the Customer Journey Mapping (CJM) market, with an above-average CAGR projected by 2030. The region's accelerating digital transformation efforts and the need for strategic alignment between business and IT have fueled the adoption of CJM solutions. Businesses in Central & Eastern Europe are increasingly recognizing the value of CJM tools in optimizing processes, driving innovation, and facilitating effective decision-making. This has resulted in a notable increase in the implementation of CJM platforms, as companies seek to enhance agility, streamline operations, and maintain a competitive edge in the evolving market landscape.  

Quadrant Knowledge Solutions defines customer journey mapping as “The visual representation of customers’ experiences throughout their interaction with the organization. Customer Journey Mapping (CJM) Software is a tool used by organizations to analyze and visualize customer interactions across multiple channels and stages of the buying process. The CJM software enables organizations to analyze customer interactions, identify the touchpoints, as well as help formulate strategies to overcome gaps in the delivery of experience and strategize to align organizational goals with CX strategies. The software provides features such as data analysis, visual mapping capabilities, and collaboration tools, to allow organizations to understand customer experience & identify areas for improvement to enhance customer satisfaction & customer loyalty.” 

Key questions this study will answer: 

• What is the current state of competition in the Customer Journey Mapping (CJM) Central & Eastern Europe market? 

• What is the market share held by major vendors in Central & Eastern Europe market? 

• What are the key competitive dynamics in Central & Eastern Europe markets for Customer Journey Mapping (CJM)? 

• Are there vendors specializing in specific industries? 

• How do different vendors compare in terms of their offerings of cloud-based versus on-premises solutions? 

• What competitive factors impact the Central & Eastern Europe market positioning of different vendors? 

• What are the relative strengths and challenges of the vendors operating in Central & Eastern Europe market? 

• How do different vendors position themselves competitively across customer segments, from SMBs to large enterprises? 

Vendors covered in this Study: 

Salesforce, SoftwareAG, Quadient, Gainsight, MEGA International, SAP Signavio, Smaply, Mavim, Capsifi, UXPressia, Miro, Microsoft, Pegasystems, cxomni, Mural, Lucid, Milkymap, Cemantica, QuestionPro, and Custellance. 

Table of Content: 

Chapter 01: Executive Summary 

• Key Research Findings 

• Top Predictions 

• Top Trends 

• Market Summary  

Chapter 02: Market Overview 

• Market Definition and Scope 

• Key Factors Impacting the Market  

• Drivers & Restraints  

Chapter 03: Market Share Analysis 

• Central & Eastern Europe Market Share  

• Central & Eastern Europe Market Share by Industry Verticals 

• Market Share by Media & Entertainment 

• Market Share by Retail 

• Market Share by BFSI 

• Market Share by Travel & Hospitality 

• Market Share by Education 

• Market Share by Public Sector 

• Market Share by Healthcare & Life Science 

• Market Share by Automotive 

• Market Share by Food & Beverage 

• Central & Eastern Europe Market Share by Deployment Type 

• Market Share by Deployment Type: On prem  

• Market Share by Deployment Type: Cloud  

• Central & Eastern Europe Market Share by Customer Type  

• Market Share by SMB  

• Market Share by Large  

• Market Share by Enterprise  

Chapter 04: Company Profile 

• Company Overview  

• Analyst Perspectives and Analysis 

Chapter 05: Appendix 

• Research Methodologies 

List of Figures  

• Fig. 1 Market Share of Customer Journey Mapping (CJM) Central & Eastern Europe, 2025 

• Fig. 2 Central & Eastern Europe Market Share of Customer Journey Mapping (CJM) IT & Telecom Industry, 2025 

• Fig. 3 Central & Eastern Europe Market Share of Customer Journey Mapping (CJM) Banking & Financial Services Industry, 2025 

• Fig. 4 Central & Eastern Europe Market Share of Customer Journey Mapping (CJM) Insurance Industry, 2025 

• Fig. 5 Central & Eastern Europe Market Share of Customer Journey Mapping (CJM) Healthcare Industry, 2025 

• Fig. 6 Central & Eastern Europe Market Share of Customer Journey Mapping (CJM) Government & Public Sector, 2025 

• Fig. 7 Central & Eastern Europe Market Share of Customer Journey Mapping (CJM) Retail & eCommerce, 2025 

• Fig. 8 Central & Eastern Europe Market Share of Customer Journey Mapping (CJM) Manufacturing, 2025 

• Fig. 9 Central & Eastern Europe Market Share of Customer Journey Mapping (CJM) Hospitality, 2025 

• Fig. 10 Central & Eastern Europe Market Share of Customer Journey Mapping (CJM) On-premises Deployment, 2025 

• Fig. 11 Central & Eastern Europe Market Share of Customer Journey Mapping (CJM) Cloud Deployment, 2025 

• Fig. 12 Central & Eastern Europe Market Share of Customer Journey Mapping (CJM) SMB Customers, 2025 

• Fig. 13 Central & Eastern Europe Market Share of Customer Journey Mapping (CJM) Large Customers, 2025 

• Fig. 14 Central & Eastern Europe Market Share of Customer Journey Mapping (CJM) Enterprise Customers, 2025 

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