Losing customers to bad experiences?
When your marketing, support, and product teams operate in silos, the customer journey becomes fragmented. This disconnect directly hurts your retention rates.
The real issue is that each team sees a different piece of the puzzle. This lack of a shared view creates friction for your customers.
A HubSpot report highlights the high stakes here. It shows that 59% of customers will leave after several bad experiences. These aren’t just numbers; they represent real revenue walking out the door.
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The key is to unify your teams around one view of the customer journey. This creates a consistent and positive experience for them.
In this guide, I’m going to share the best customer journey mapping software. I’ll help you find a tool that unites your departments effectively.
You’ll discover how the right platform can turn disconnected touchpoints into a cohesive experience, boosting customer satisfaction and your bottom line.
Let’s get started.
Quick Summary:
| # | Software | Rating | Best For |
|---|---|---|---|
| 1 | Miro → | Cross-functional teams | |
| 2 | Lucidchart → | Product & marketing teams | |
| 3 | Uxpressia → | Growing SaaS companies | |
| 4 | Hotjar → | Website user research | |
| 5 | Heap → | Data-driven teams |
1. Miro
Struggling to align your cross-functional teams?
Miro’s limitless canvas allows your team to create and build together, turning scattered insights into stunning experiences. This means your marketing, support, and product teams can finally unify efforts around a shared vision.
You can transform unstructured projects into well-coordinated initiatives. This leads to streamlined collaboration and data-driven process improvements.
Miro’s AI-powered collaboration platform helps your team build the right thing faster.
The intelligent canvas provides ample room for big ideas, letting your team add anything and plan everything. This brings collaboration alive from initial concepts to final outcomes. Additionally, custom-crafted templates turn messy free-for-alls into super slick workflows, adaptable to your team’s specific needs. Miro AI further accelerates work by automating summaries, transforming brainstorms into polished diagrams, and creating custom shortcuts for repetitive tasks. Plus, with Talktrack, you can share ideas without scheduling more meetings, or launch live calls right on the canvas.
Achieve measurable boosts in customer satisfaction and retention.
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Key features:
- Limitless Canvas and Templates: Offers an expansive, intelligent canvas for boundless creativity, coupled with custom-crafted templates to streamline workflows and fit your team’s specific needs.
- AI-Powered Automation: Leverages AI to automate tedious tasks like summarizing updates, transforming brainstorms into diagrams, and creating one-click shortcuts for repetitive actions.
- Integrated Collaboration Tools: Facilitates seamless team interaction with features like Talktrack for asynchronous idea sharing, live calls directly on the canvas, and integrations with Microsoft, Google, and Atlassian.
Learn more about Miro features, pricing, & alternatives →
Verdict: Miro’s collaborative features and AI capabilities make it an ideal choice for the best customer journey mapping software. It unifies teams from product to marketing, helping you streamline cross-department alignment and achieve data-driven process improvements for enhanced customer retention.
2. Lucidchart
Struggling to unify teams and map complex customer journeys?
Lucidchart is an intelligent diagramming solution, helping you visualize, understand, and optimize every system and process your customers interact with. This means you can create next-generation diagrams with AI, data, and automation.
The result? You establish a single source of truth for your customer journey, improving alignment and decision-making across product, marketing, and support teams.
Lucidchart helps you generate visuals automatically with AI and data imports, or you can build your own using intuitive diagramming tools. It supports real-time collaboration, allowing you to align people and priorities by creating a shared understanding with visual documentation. Additionally, you can leverage intelligent features to improve data visibility, empowering you to make informed decisions and boost innovation within your customer experience strategies. Plus, with templates for everything from process flows to user journey maps, you get a significant head start.
Key features:
- AI-generated diagrams: Save time and effort by letting AI do the diagramming and summarizing for you, enhancing prompts as needed.
- Real-time collaboration: Work with your team on diagrams simultaneously, fostering a shared understanding and aligning everyone on customer journey insights.
- Data imports and linking: Integrate external data to build dynamic diagrams, visualizing customer interactions and organizational structures.
Learn more about Lucidchart features, pricing, & alternatives →
Verdict: Lucidchart stands out for its AI-powered diagramming and robust collaboration features, allowing teams to quickly visualize complex customer journeys. Its ability to integrate data and support real-time editing makes it a top contender as the best customer journey mapping software for unifying teams and driving data-informed decisions.
3. Uxpressia
Struggling to align teams around customer insights?
You can centralize all your customer journey maps and personas, turning scattered information into a single source of truth for your entire organization.
This means you can unify marketing, support, and product teams around a shared understanding of customer needs. The result is a more cohesive approach to improving customer satisfaction.
Here’s how to simplify your CX mapping.
Uxpressia offers a comprehensive platform for managing the entire customer experience, from initial ideation to final delivery. This helps you break down silos and connect your teams around customer journeys.
You can collaborate on journey maps and personas in real-time or asynchronously, ensuring everyone is on the same page regardless of location. Additionally, you can standardize your journey mapping processes with customizable templates and team libraries, saving you valuable time.
Plus, you can create professional, designer-quality customer journey maps quickly and easily, tweaking them to highlight specific details, experience gaps, or insights for different stakeholders. This platform also lets you back up your maps with real-time data from web analytics and voice of the customer tools, embedding prototypes, survey results, and more.
This makes your journey maps truly actionable.
Key features:
- Centralized CX repository: Store all customer journey maps and assets in one place with clear statuses, tags, and ownership for a single source of truth across teams.
- Real-time collaboration: Enable cross-functional teams to work together on journey maps and personas, breaking down silos and fostering alignment around customer needs.
- Data integration & templates: Embed real-time data from analytics tools into maps and utilize a library of professional templates to standardize and accelerate map creation.
Learn more about Uxpressia features, pricing, & alternatives →
Verdict: Uxpressia empowers growing SaaS companies to unify teams and drive retention by providing a centralized, collaborative platform for customer journey mapping. Its robust features for real-time collaboration, data integration, and customizable templates make it a strong contender for the best customer journey mapping software to streamline CX efforts and achieve measurable improvements.
4. Hotjar
Struggling to understand your website’s hidden friction points?
Hotjar helps you observe real user behavior with Heatmaps and Recordings, providing crucial visual insights.
This means you can pinpoint exactly what’s driving people away from your site, helping you identify and fix conversion blockers with confidence.
Here’s how Hotjar helps you take action.
Hotjar brings together tools like Heatmaps and Recordings to reveal how users interact with your pages, seeing what parts of the page get ignored or drive sales.
Additionally, with Surveys and Feedback features, you can hear directly from your users about what they love or hate, allowing you to validate plans and measure satisfaction. Plus, their Interviews feature enables one-on-one sessions for testing hypotheses and refining designs, helping you iterate faster.
This unified approach ensures your team has all the necessary tools to deliver experiences that consistently convert, spot problems, and prioritize changes based on genuine user feedback, directly improving your customer experience.
The result is data-backed decision-making.
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Key features:
- Heatmaps and Recordings: Visualize user behavior on your site, seeing where people click, scroll, and ignore, uncovering hidden friction points that impact conversions.
- Surveys and Feedback: Collect direct customer input with surveys and feedback widgets, allowing you to understand user sentiment, validate ideas, and measure satisfaction.
- User Interviews: Conduct one-on-one user interviews to test prototypes, refine designs, and get deep qualitative insights directly from your target audience for informed decisions.
Learn more about Hotjar features, pricing, & alternatives →
Verdict: Hotjar stands out as best customer journey mapping software by unifying observational and feedback tools, providing robust heatmaps, session recordings, and direct user feedback via surveys and interviews. This comprehensive suite helps you uncover precise user behavior, identify pain points, and prioritize changes for measurable boosts in customer satisfaction and retention.
5. Heap
Struggling to truly understand your customer’s digital journey?
Heap provides automatic event tracking and an AI Copilot, simplifying data collection and analysis for everyone. This means you can quickly get started with analytics and go straight to insights, skipping lengthy onboarding.
You can uncover hidden gems leading to bigger business results, even for user behaviors you weren’t following. This allows you to address core pain points and improve user experience.
Here’s how to gain better insights, faster.
Heap solves this by offering a digital insights platform that gives you a complete understanding of your customers’ digital journeys, helping you improve conversion and retention. It automatically captures every user’s digital experience across all platforms.
This gives you a complete dataset, governed and organized for maximum usage. You can then use features like Journeys, which provides visual maps of all user flows, to fully understand why users do what they do and instantly see what needs fixing.
Additionally, Heap’s advanced data science capabilities, like Heap Illuminate, pinpoint unknown friction and opportunities in your digital experience. Integrated session replay provides full context on every user action, directing you to the exact point in a session you care about.
The result is data-driven decision-making.
Key features:
- Complete Data Capture: Automatically tracks every user action across all platforms, creating a comprehensive dataset without requiring engineering effort for setup.
- AI-Powered Insights: Uses Sense AI and Heap Illuminate to identify friction points and opportunities in user journeys, providing actionable intelligence without a steep learning curve.
- Integrated Session Replay: Offers full context on user actions by linking directly to relevant moments in session replays, allowing you to instantly understand behavior.
Learn more about Heap features, pricing, & alternatives →
Verdict: Heap stands out as the best customer journey mapping software because its automatic data capture and AI-powered insights help unify teams. This platform gives you complete visibility into customer behavior, allowing you to quickly improve conversion, retention, and customer delight, as demonstrated by companies like Huel, who saw 30% increased conversions.
6. FullStory
Struggling to map your complex customer journeys effectively?
FullStory offers powerful analytics and session replay to uncover user behaviors. This means you can easily identify moments of friction across your digital experiences.
You can gain a comprehensive view into visitor sentiment, understanding every click, scroll, and hesitation to spot friction and keep customers coming back.
Here’s how you can solve those challenges.
FullStory helps you understand and improve the tools and workflows that shape your employees’ impact on the customer experience. This includes internal application support and workflow optimization.
The platform provides product analytics to analyze customer experiences and mobile analytics for optimization without sacrificing privacy. This means you can refine funnels and optimize user journeys across all your platforms.
Additionally, FullStory Anywhere allows you to pull vital behavioral data into your existing tools, crafting meaningful connections at every touchpoint. This helps you centralize data, drive more effective decisions, and unlock real-time personalizations to automate analysis with AI-powered session insights.
Discover opportunities for improvement.
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Key features:
- Behavioral Data Analytics: Gain comprehensive insights from behavioral data to uncover hidden digital behaviors and remove friction points in your customer journeys.
- Session Replay & AI Insights: See exactly what your users see and leverage AI-powered analysis to get instant, accurate answers that drive your business forward faster.
- Workflow Optimization: Improve internal application support and employee productivity by understanding and enhancing the tools and workflows that impact your customer experience.
Learn more about FullStory features, pricing, & alternatives →
Verdict: FullStory excels at providing a comprehensive view into visitor sentiment and digital behaviors through behavioral data analytics and session replay. This focus on understanding user interactions makes it the best customer journey mapping software for SaaS companies aiming to drive adoption, retention, and loyalty.
7. TheyDo
Struggling to align teams around customer experience?
TheyDo provides context to your structured and unstructured data, helping unify teams. This means you can finally uncover a clear path to achieving your customer and business goals.
You’ll gain actionable intelligence across your business operations, streamlining decision-making that often feels slow. TheyDo’s unique prioritization approach boosts customer value flow.
It’s time to unify your data.
TheyDo helps you establish a shared understanding of the entire customer experience, from a broad overview down to the smallest steps. Here’s how it works: you can collect customer data from across your enterprise ecosystem in one contextual view, making it easier to uncover opportunities together. Additionally, the platform supports free, unlimited users with individual and role-based access to drive change through journeys. Plus, with custom taxonomy, you can speed up adoption and impact by standardizing one way of working across your organization.
You can truly change the game.
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Key features:
- Unified Data Framework: Connects diverse teams and data sources into a single, contextual view, allowing you to establish a shared understanding of the entire customer experience.
- Journey AI Capabilities: Deploys AI on unstructured data to mine journeys, rank insights, and uncover hidden business opportunities by drilling down from metrics to underlying insights.
- Standardized Customer-Centricity: Enables free, unlimited users and custom taxonomy, speeding up adoption and increasing efficiency by standardizing the way your organization works on journeys.
Learn more about TheyDo features, pricing, & alternatives →
Verdict: TheyDo unifies diverse data and teams around customer journeys, offering AI-powered insights and standardization. This focus on actionable intelligence and collaborative frameworks makes it an excellent choice if you’re seeking the best customer journey mapping software to drive efficiency, boost retention, and achieve measurable ROI like the 18x ROI seen by a retail bank.
8. Totango
Struggling to unify teams and predict customer churn?
Totango offers a powerful suite of AI-powered solutions to align your customer success and sales teams. This means you can proactively manage customer experience and renewals.
You’ll find it simpler to continuously deliver value and optimize revenue growth, especially with its intelligent workflows that automate manual tasks.
This helps you grow ahead.
Totango empowers you to deliver customer value at scale, predicting churn and maximizing revenue. You can use integrated frameworks to stay agile and streamline customer management, customizung workflows with much of the work already done.
Additionally, data integrations and reporting create transparency across your organization, enhancing collaboration and monitoring key metrics. AI churn intelligence helps you predict and analyze churn, uncovering expansion opportunities and finding your best-fit customers. This all helps your business achieve sustainable, efficient growth.
It’s customer success software your business can’t outgrow.
Key features:
- Empower revenue teams: Totango provides AI-powered insights and workflow design to empower customer success and sales teams for unified revenue growth.
- Intelligent workflows: The platform automates manual tasks, drives consistency in post-sales, and unifies teams for faster customer growth and efficiency.
- AI churn intelligence: You can predict and analyze churn, uncover expansion opportunities, and identify your best-fit customers to enhance revenue retention.
Learn more about Totango features, pricing, & alternatives →
Verdict: Totango stands out as the best customer journey mapping software for growing SaaS companies, offering unparalleled insights from customer data and a 20% churn reduction reported by Waystar. Its focus on AI-powered churn prediction, integrated frameworks, and scalable solutions directly addresses key pain points for customer experience managers.
Conclusion
Disconnected teams hurt your retention.
When your teams see different parts of the customer journey, friction is inevitable. Choosing the right tool to align them is the real challenge.
For additional insights into improving customer retention, my analysis of best customer feedback software provides valuable perspectives.
According to The Business Research Company, improving retention by just 5% can increase profits by 25%-95%. This isn’t just a minor improvement; it’s a game-changing impact on your company’s bottom line.
So, which tool fixes this?
From my personal experience, Miro is the undisputed choice for uniting your teams. Its powerful collaborative canvas ensures everyone shares the same customer vision.
I’ve seen its limitless canvas turn scattered ideas into a cohesive, actionable plan. Using the best customer journey mapping software like Miro truly brings everyone together.
I highly recommend you see it in action yourself. Start a free trial of Miro and experience how it works for your growing team.
Your team alignment will skyrocket.
