Landscape Report

The Customer Journey Mapping Platforms Landscape, Q1 2024

Forrester’s Overview Of 13 Customer Journey Mapping Platform Vendors

January 25th, 2024
Michelle Beeson, null
Michelle Beeson
With contributors:
Martin Gill , Joana de Quintanilha , Sara Sjoblom , Victoria Manes , Bill Nagel


You can use customer journey mapping (CJM) platforms to digitize journey maps at scale and build cross-functional alignment; identify, prioritize, and manage a portfolio of journey improvements; and track journey performance and prove business impact. But to realize these benefits, you’ll first have to select from a diverse set of vendors that vary by size, type of offering, geography, and use case differentiation. Customer experience (CX) professionals should use this report to understand the value they can expect from a customer journey mapping platform vendor, learn how vendors differ, and investigate options based on size and market focus.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.