Market Share: Customer Journey Mapping (CJM), 2025, Worldwide

Quadrant Knowledge Solutions Reveals that Customer Journey Mapping Market is Projected to Register a CAGR of 14.80% by 2030. 

Customer Journey Mapping (CJM) offers businesses insights to improve customer experiences, which plays a crucial part in defining market share dynamics. By utilizing CJM, businesses can obtain a competitive advantage by comprehending the needs, preferences, and touchpoints of their customers. Since businesses can now better match their strategy to the expectations of their customers, this increased understanding of customers has a direct impact on market share. In order to increase market share, CJM helps with problem identification, customer interaction optimization, and loyalty building. Businesses that use CJM are also in a better position to remain relevant and competitive by adjusting to changing market trends. CJM is essentially a strategic instrument for expanding market share that helps businesses provide exceptional customer experiences and remain competitive in an increasingly customer-focused business environment.  

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 Vendor Risk Management (CJM) market? 

• What is the market share held by major vendors in this market? 

• What are the key competitive dynamics in the global and regional markets for CJM? 

• Who are the leading vendors in the global and regional markets? 

• 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 market positioning of different vendors? 

• What are the relative strengths and challenges of the vendors operating in this 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- Worldwide  

• Global CJM Market Share Analysis 

Chapter 04: Market Share Analysis 

• Market Share by Region 

• Market Share Worldwide 

• Market Share USA 

• Market Share Canada  

• Market Share Latin America 

• Market Share Western Europe 

• Market Share Central & Eastern Europe 

• Market Share Middle East & Africa 

• Market Share China 

• Market Share APAC Ex Japan & China 

• Market Share Japan 

• 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 

• Market Share by Deployment Type 

• Market Share by Deployment Type: On prem  

• Market Share by Deployment Type: Cloud  

• Market Share by Customer Type  

• Market Share by SMB  

• Market Share by Large  

• Market Share by Enterprise  

Chapter 05: Company Profile 

• Company Overview  

• Analyst Perspectives and Analysis 

Chapter 06: Appendix 

• Research Methodologies 

List of Figures  

• Fig. 1 Market Share of Customer Journey Mapping (CJM) Worldwide, 2025 

• Fig. 2 Market Share of Customer Journey Mapping (CJM) USA, 2025 

• Fig. 3 Market Share of Customer Journey Mapping (CJM) Canada, 2025 

• Fig. 4 Market Share of Customer Journey Mapping (CJM) Latin America, 2025 

• Fig. 5 Market Share of Customer Journey Mapping (CJM) Western Europe, 2025 

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

• Fig. 7 Market Share of Customer Journey Mapping (CJM) Middle East & Africa, 2025 

• Fig. 8 Market Share of Customer Journey Mapping (CJM) Asia excluding Japan and China, 2025 

• Fig. 9 Market Share of Customer Journey Mapping (CJM) Japan, 2025 

• Fig. 10 Market Share of Customer Journey Mapping (CJM) China, 2025 

• Fig. 11 Market Share of Customer Journey Mapping (CJM) IT & Telecom Industry, 2025 

• Fig. 12 Market Share of Customer Journey Mapping (CJM) Banking & Financial Services Industry, 2025 

• Fig. 13 Market Share of Customer Journey Mapping (CJM) Insurance Industry, 2025 

• Fig. 14 Market Share of Customer Journey Mapping (CJM) Healthcare Industry, 2025 

• Fig. 15 Market Share of Customer Journey Mapping (CJM) Government & Public Sector, 2025 

• Fig. 16 Market Share of Customer Journey Mapping (CJM) Retail & eCommerce, 2025 

• Fig. 17 Market Share of Customer Journey Mapping (CJM) Manufacturing, 2025 

• Fig. 18 Market Share of Customer Journey Mapping (CJM) Hospitality, 2025 

• Fig. 19 Market Share of Customer Journey Mapping (CJM) On-premises Deployment, 2025 

• Fig. 20 Market Share of Customer Journey Mapping (CJM) Cloud Deployment, 2025 

• Fig. 21 Market Share of Customer Journey Mapping (CJM) SMB Customers, 2025 

• Fig. 22 Market Share of Customer Journey Mapping (CJM) Large Customers, 2025 

• Fig. 23 Market Share of Customer Journey Mapping (CJM) Enterprise Customers, 2025 

Custom Research Service 

Our custom research service is designed to meet the client’s specific requirements by providing a customized in-depth analysis of the technology market to meet your strategic needs. Further, our custom research and consulting services deliverable is 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.