Introduction - How to Choose the Right Platform
In 2025, customer journey management and customer journey mapping are at the heart of modern customer experience strategies. Organizations that can visualize, analyze, and optimize customer journeys across all touchpoints are the ones able to reduce churn, boost satisfaction, and achieve sustainable growth.
The challenge? With so many customer journey mapping tools and customer journey management platforms available, choosing the right one can feel overwhelming.
To guide you, we compared five popular solutions: cxomni, TheyDo, JourneyTrack, Smaply, and Milkymap. User ratings on trusted review platforms like G2 and Capterra reveal how these systems perform in practice — and highlight which one is the market favorite.
User Ratings: How the Top Mapping Tools Compare
💡 Insight: While JourneyTrack matches cxomni’s G2 score, cxomni continues to hold the strongest overall performance across both platforms. Its balance of enterprise functionality and usability consistently earns it the top spot among users, making it the favourite Customer Journey Mapping tool for 2025.
Vendor | G2 | Capterra |
cxomni | 4.8 | 4.7 |
TheyDo | 4.5 | 4.3 |
Milkymap | n/a | n/a |
JourneyTrack | 4.8 | n/a |
Smaply | 4.5 | 4.4 |
These ratings highlight how customers actually experience customer journey management software and customer journey mapping platforms in daily use.
cxomni: Enterprise Leader in Customer Journey Management
Among all Journey Management tools, cxomni is widely recognized as a leader in enterprise-level customer journey mapping & management. It combines advanced analytics, AI-driven insights, and flexible journey visualization in one platform.
Why cxomni excels in customer journey management:
- AI & Predictive Analytics: Identifies journey pain points, forecasts customer behavior, and recommends actions.
- Custom Viewstyles & Whiteboard Mode: Adapt customer journey maps for executives, operations teams, or casually collaborating front-line UX designers.
- Data Integration Across Channels: Pulls together CRM, VoC, and analytics platforms into one view.
- Enterprise-Grade Security & Compliance: GDPR-ready with governance features for global teams.
- Best-in-Class Customer Support: Reviewers consistently highlight responsive onboarding and long-term success partnerships.
💡 Best for: Large enterprises needing customer journey management software that scales across departments while remaining flexible and analytics driven.
What Users say about cxomni
TheyDo: Standardized Customer Journey Mapping at Scale
TheyDo is positioned as a strong alternative for large organizations that need to standardize customer journey mapping across multiple teams.
Strengths for customer journey management:
- Journey Frameworks: Reusable building blocks to ensure consistency.
- Opportunity Mapping: Links customer pain points to initiatives and Projects.
- Real-Time Collaboration: Keeps distributed teams aligned.
- AI-Powered Prioritization: Identifies where to act for maximum impact.
Limitations:
- Can feel rigid once a journey is documented.
- Integrations and pricing are less attractive for smaller businesses.
JourneyTrack: Inclusive, Workshop-Driven CJM
JourneyTrack brings inclusivity and collaboration to the forefront of customer journey management.
Key features:
- Workshop Module: Runs interactive mapping sessions with diverse stakeholders.
- AI Recommendations: Suggests improvements based on collected data.
- Journey Atlas: Helps visualize and manage complex journey hierarchies.
Limitations:
- Ecosystem and integrations less mature than cxomni or TheyDo.
- Learning curve and adoption effort may be higher.
Smaply: Customer Journey Mapping for SMBs & Agencies
Smaply has long been a favorite among SMBs, agencies, and educators for its visual customer journey mapping capabilities.
Strengths:
- Persona Creation & Impact Mapping: Build detailed personas and see how touchpoints affect the overall experience.
- Collaboration Excellence: Rated higher than UXPressia for teamwork and support.
- Integration Options: Works with tools like Jira, PowerBI, and Slack.
- Ease of Use: Minimal training required, making it great for quick adoption.
Limitations:
- Less suited for enterprise-scale customer journey management.
- Advanced analytics and AI features are limited.
Milkymap: Simple Journey Mapping
Milkymap is a lightweight journey mapping tool that helps smaller organizations experiment with customer journey design without needing holistic frameworks or global roll-out. Its emphasis on simplicity makes it accessible, but it comes with clear limitations for teams that want to scale or run analytics-driven CX programs.
Strengths:
• Ease of Use: Intuitive interface with minimal learning curve.
• Quick Setup: Teams can start mapping journeys immediately without lengthy onboarding.
• Visual Storytelling: Basic but effective visuals for sharing early concepts with stakeholders.
Limitations:
• Very limited in analytics, integrations, and scalability.
• Not suited for enterprise journey management or cross-departmental alignment.
• Lacks AI or advanced prioritization features found in other platforms.
💡 Best for: Small companies or CX beginners who want to test and play around with customer journey mapping before investing in a more advanced platform.
Forrester Wave™ Recognition — cxomni a Proven Leader
cxomni also earned top-tier analyst validation — being named a Leader in The Forrester Wave™: Journey Mapping Platforms, Q2 2022. In this rigorous evaluation, cxomni achieved high scores in 12 criteria, including journey visualization and overall current offering. Forrester highlighted its modular approach — offering journey analytics, sentiment analysis, journey mapping, and orchestration à la carte — as ideal for organizations ready to scale mapping, analytics, and action orchestration capabilities.
Final Words
If customer journey management is a strategic priority, cxomni leads the pack in 2025 with unmatched analytics, flexibility, and support. For smaller teams focused primarily on customer journey mapping, Smaply and Milkymap are the most practical choices. TheyDo and JourneyTrack serve niche needs around standardization and inclusivity.
By aligning the right tool with your company’s size, strategy, and CX maturity, you can ensure your customer journey mapping efforts don’t just look good on paper — they deliver measurable impact.
Free Customer Journey Mapping Guide
Learn about the key elements of customer journey mapping and benefit from numerous practical tips that make getting started easier for you.
