Customer Journey Mapping Tool
Smart Customer Journey Mapping for best-in-class experiences
No more fragmented or static views on the Customer Journey: standardize and scale your Customer Journey Mapping with cxomni to ensure that all teams are aligned with the same journey perspective.
Strengthen the customer-focus of your business strategy for more revenue potential and cost reduction.
Boost revenue and cut costs by managing customer experiences proactively
1. Collaborate across teams
Engage and visualize across different teams in real-time to work on cross-departamental journey maps for a holisitc CX understanding.
2. Discover Journey-based Insights
Discover journey context based Insights to optimize process and transactions together with relevant company stakeholders.
3. Drive continuous improvements
Trigger the right actions with journey insights to improve customer satisfaction and loyalty through experiences tailored to your customer's needs.
Centralizing and standardizing all your journey mapping efforts
Centralized data management
One single source-of-truth for all customer journey maps
Whether complex or branched customer journeys: Storing all maps in a central repository ensures that your company does not lose track of all your customer journeys. All participants receive a central single point of truth for their journey ecosystem.
- Optimize customer experience based on comprehensive customer insights and analytics and streamline your operations through improved collaboration and enhanced consistency.
- One central database for a easier management and update of journey maps
Multiple flexible View styles
Different perspectives for business goals and stakeholders
Flexible journey views for different perspectives with metrics, processes or subjourney paths help to prepare individual maps for different stakeholders and achieve different objectives.
Collaboration across teams
Align stakeholders with cross-functional Customer Journey Mapping
Collaborate and work together on journey maps with up to 300 users at the same time. cxomni lets you create a common journey understanding across different specialist departments so that all stakeholders in Journey Mapping projects are aligned.
- Various stakeholders can contribute insights and perspectives to comprehensive journey maps.
- Commenting, tagging and notification functions keep all team members up to date.
- Progress documentation, comments and updates deliver transparency.
insights management
No business impact without insights
Insights are concrete improvement suggestions which lead to a better customer experience after their implementation. In cxomni, companies can define clear customer journey mapping objectives to derive the right insights afterwards.
- Track, manage and prioritize insights with the central insight repository and scoring system of the impact matrix.
- Detailed dashboards provide transparency for the implementation process across departments.
- Impact matrix visualizations enable traceable prioritization and task derivation for maximum business impact.
- Integration of ticketing systems (JIRA, ServiceNow, etc.) allow a seamless workflow from task creation to execution.
Keep track of all interactions along the journey with touchpoints
The performance of a single touchpoint can impact multiple journeys, either positively or negatively. Touchpoint analysis helps identify actions to enhance customer experience for increased revenue and reduced costs.
Identify insights and areas for improvement
Let specialized departments implement these improvements to boost expertise, increase sales, and reduce costs.
Manage touchpoints efficiently
Eliminate unnecessary or redundant contact points to achieve cost savings.
Measure touchpoint performance
Ensure continuous monitoring and optimization by integrating real-time KPIs (e.g., NPS, CSAT, sessions, bounce or conversion rates).
Customer Journey analytics
Make journeys measurable: link KPIs with Customer Journeys via data cards
Validate and manage the sustainable performance of your customer’s experiences through the integration of real-time data.
- Analyze customer behavior, identify pain points, and opportunities for improvement.
- Get data-driven insights by integrating data sources like VoC, CRM or Web Analytics.
- Visualize and understand your customers’ actual customer journeys and emotions based on feedback and transaction data.
- Evaluate connections between journeys & areas of improvements.
- Validate design assumtions through real data.
- Measure journey improvements with realtime KPIs.
Customization
Customized journey maps reflecting your business and tasks
Create customized journey maps that reflect your organization’s look and feel and compose dashboards to control the success of your customer relations.
- Customized fields offer unlimited flexibility for company-specific Journey Management Frameworks (including taxonomy, terminology, information flow concepts).
- Software set-up according to your company's CI with logo and brand colours.
- Custom dashboards support executive reportings and the internal collaboration management.
Persona Management
Unified target group understanding through visualization in the persona dashboard.
Simplified touchpoint orchestration along a journey based on persona characteristics.
Personas help set the right priorities and allocate resources accordingly.
Insights tailored to the needs of your stakeholders
The various view styles in cxomni provide different views on the customer journey with customized information for every stakeholder from department heads to executives.
Customer Journey Lifecycle
Structured visualizations to keep track of customer journeys across various lifecycle phases.
Moments that matter
Focus on the essential aspects to identify important journey steps that make the difference between a good and bad experience.
Executive view
The integrated storytelling view updates executive teams with relevant insights and high-level analytics.
Elevate your Customer Journey Mapping: from pure visualization to fresh insights
Easy start based on industry templates
Save time creating recurring journey maps by standardizing your mapping projects with built-in templates.
Real-time metrics
Always keep your customer journey maps authentic and up to date with real-time updates of transactional data or customer feedback.
API & Data integration
Enrich customer journey maps with external data through multiple API integrations for e.g. VoC, CRM, Web Analytics or customer research.
Scalability
No matter how fast your business grows: cxomni is scalable at any time and can be adapted to an increasing volume of customer data and interactions.
Personas
Sociographic data helps create a common understanding of customers, users, clients, partners or patients and their individual needs and behaviors.
AI Assistant
Enables a faster start with AI-generated recommendations for potential journey steps and helps you with checking assumptions.
Read more about Customer Journey Mapping
Customer Journey
Mapping Guide
Success Story: Generali Switzerland
