# Custellence Reviews
**Vendor:** Custellence  
**Category:** [Customer Journey Mapping Tools](https://www.g2.com/categories/customer-journey-mapping)  
**Average Rating:** 4.3/5.0  
**Total Reviews:** 11
## About Custellence
𝗖𝘂𝘀𝘁𝗲𝗹𝗹𝗲𝗻𝗰𝗲 𝗶𝘀 𝘁𝗵𝗲 #𝟭 𝘄𝗮𝘆 𝘁𝗼 𝗰𝗿𝗲𝗮𝘁𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗷𝗼𝘂𝗿𝗻𝗲𝘆𝘀 𝘁𝗵𝗮𝘁 𝗱𝗲𝗹𝗶𝘃𝗲𝗿 𝗿𝗲𝘀𝘂𝗹𝘁𝘀. The intuitive interface with the mapping smartness and flexible layout, let you create your customer journey maps in no time. Turn journey insights in to actions, and create experiences your customer will love. 🌟 𝗦𝗲𝗮𝗺𝗹𝗲𝘀𝘀 𝗝𝗼𝘂𝗿𝗻𝗲𝘆 𝗠𝗮𝗽𝗽𝗶𝗻𝗴 Design intuitive customer journeys with powerful templates or create maps tailored to your needs. Empower your team to ideate and innovate, together. 🔗 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀 𝗶𝗻 𝗙𝗼𝗰𝘂𝘀 Organize, connect, and visualize customer feedback and research across your journeys, ensuring every step is informed and actionable. 🚀 Data-Driven Decisions Enrich your journeys with meaningful metrics. Analyze performance, measure impact, and identify opportunities for growth. 🔧 𝗙𝗹𝗲𝘅𝗶𝗯𝗹𝗲 𝗮𝗻𝗱 𝗖𝘂𝘀𝘁𝗼𝗺𝗶𝘇𝗮𝗯𝗹𝗲 Easily adapt journey maps to fit your specific needs. Custellence gives you the tools to create personalized solutions, no matter the size or complexity of your business. 🌍 𝗕𝘂𝗶𝗹𝘁 𝗳𝗼𝗿 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗼𝗻 Bring your teams together, no matter where they are, and work smarter with shared insights that drive real results. Custellence is used by CX professionals across the globe and by teams at companies such as Microsoft, Veeva, Volvo, Polestar, Eon, Dandy and Takeda.



## Custellence Pros & Cons
**What users like:**

- Users value the **ease of use** of Custellence, appreciating its intuitive design and effortless collaboration features. (4 reviews)
- Users find **real-time collaboration** in Custellence essential for engaging teams and enhancing communication effectively. (3 reviews)
- Users appreciate the **simplicity and ease of use** of Custellence for creating and sharing journey maps. (2 reviews)
- Users appreciate the **real-time collaboration** features of Custellence, enhancing teamwork and breaking down communication barriers. (2 reviews)
- Users value the **enhanced team collaboration** in Custellence, fostering alignment and communication across departments effectively. (2 reviews)
- Customizability (1 reviews)
- Customization (1 reviews)
- Easy Drawing (1 reviews)
- Easy Sharing (1 reviews)
- Helpful (1 reviews)

**What users dislike:**

- Users note that **integration difficulty** limits Custellence's applicability and suggests improvements for better onboarding. (2 reviews)
- Users note the **limited features** of Custellence, which may necessitate additional tools for comprehensive data analytics. (2 reviews)
- Users find **difficult navigation** in Custellence's journey maps frustrating and wish for better organization options. (1 reviews)
- Users note that **email integration issues** hinder efficiency and limit Custellence's applicability beyond customer journeys. (1 reviews)
- Users face **integration issues** with Custellence, finding onboarding and high-level elements lacking for optimal use. (1 reviews)
- Lack of Guidance (1 reviews)
- Limited Customization (1 reviews)
- Limited Drawing Tools (1 reviews)
- Limited Options (1 reviews)
- Notification Issues (1 reviews)

## Custellence Reviews
  ### 1. Management and Assistance Issues

**Rating:** 3.0/5.0 stars

**Reviewed by:** Cassie P. | Customer Experience Specialist, Enterprise (> 1000 emp.)

**Reviewed Date:** December 02, 2024

**What do you like best about Custellence?**

I like the simplicity of the functions and the swim lanes. The tool itself, making the journey maps is easy to use and easy to share.
It is not a difficult item to integrate and is easily viewed if you have a computer.

**What do you dislike about Custellence?**

I dislike that the support is not available when I am using the tool. I am in america and whenever I send a chat with a question, no one is available and it says they will get back to me the next day. I do not like the tiers with sharing. I have had issues where I was no longer able to share, even though it was part of our subscription, and had to wait a day for help. I dislike that the journeys are in a tile format on the main menu, searching for a journey map is difficult if you have very many. I should be able to organize them or scroll through them. Another viewing option would be great with them in a list, in a compact format for viewing.

**What problems is Custellence solving and how is that benefiting you?**

Internal process issues, internal teams reviewing features and customer journey experience for brand cohesion. Capturing current external customer journey and making suggestions as to improvements to make the process smoother.

  ### 2. Custellence: a great tool that brings teams closer to their customers

**Rating:** 5.0/5.0 stars

**Reviewed by:** Helen R. | Kursledare Certifierad kundservicechef - CX och strategiskt ledning inom kundservice, Mid-Market (51-1000 emp.)

**Reviewed Date:** November 14, 2024

**What do you like best about Custellence?**

What I love about Custellence is how it encourages true collaboration. It’s not just a platform for building journey maps – it’s a space where teams from different departments can come together, share insights, and genuinely align on what matters most for the customer. Custellence makes it easy for everyone to get involved, giving each team member a voice and helping break down communication barriers.

**What do you dislike about Custellence?**

While Custellence offers good foundational tools, organizations that require in-depth data analytics may find themselves needing supplementary tools to meet those needs fully. However, this can also be seen as an advantage, as Custellence provides a streamlined and focused experience for journey mapping without overwhelming users with complex features.

**What problems is Custellence solving and how is that benefiting you?**

Custellence addresses several common challenges in customer experience management, helping teams visualize and improve their understanding of customer journeys. One major problem it solves is the difficulty of creating a clear, shared view of the customer’s experience across different departments.

  ### 3. Custellence: A definitive Device for Picturing Client Experience

**Rating:** 5.0/5.0 stars

**Reviewed by:** Priyanka G. | Senior Talent Acquisition Specialist, Mid-Market (51-1000 emp.)

**Reviewed Date:** October 02, 2024

**What do you like best about Custellence?**

What I love about Custellence is that it is so natural to utilize. You can rapidly assemble client venture maps by moving, and it's perfect for groups to cooperate and share thoughts progressively.

**What do you dislike about Custellence?**

One drawback of Custellence is the restricted high level elements and incorporations. It could likewise profit from better onboarding for new clients.

**What problems is Custellence solving and how is that benefiting you?**

Custellence handles the trial of imagining and planning client adventures in an undeniable, coordinated way. By simplifying it to outline each touchpoint, it recognizes problem areas and entryways for improvement, provoking better client experiences. This finally benefits associations by additional creating customer unwaveringness and streamlining inside processes.

  ### 4. Great visual tool for customer journey mapping

**Rating:** 4.0/5.0 stars

**Reviewed by:** Teja T. | Senior Business Analyst, Enterprise (> 1000 emp.)

**Reviewed Date:** January 11, 2025

**What do you like best about Custellence?**

User friendly interface, export options and customisation abilities

**What do you dislike about Custellence?**

Integrations can be improved, applicability on areas outside customer experience or journeys

**What problems is Custellence solving and how is that benefiting you?**

Helps solves the issues with mapping journeys of customers and work flows. This tool is highly colloborative.

  ### 5. Best tool on the market

**Rating:** 5.0/5.0 stars

**Reviewed by:** Malin M. | Customer centricity expert, Enterprise (> 1000 emp.)

**Reviewed Date:** November 28, 2024

**What do you like best about Custellence?**

The customer journey tool supports the customer centric way of working in an excellent way!

**What do you dislike about Custellence?**

Nothing, that I can think of. It's a fantastic tool that I can't work without.

**What problems is Custellence solving and how is that benefiting you?**

Custellence helps me build and visualize the whole customer journey, and adds value through it's flexibility, user friendly interface and all the professional support that Custellence offers.

  ### 6. Journey mapping simplicity in motion

**Rating:** 5.0/5.0 stars

**Reviewed by:** Jin W. | Senior Customer Experience Designer, Enterprise (> 1000 emp.)

**Reviewed Date:** February 22, 2022

**What do you like best about Custellence?**

Journey maps are the bread and butter of any CX designer, so I spent quite a bit of time looking for the perfect journey mapping tool. I have found journey mapping tools which were pretty but were so difficult to use that it was virtually impossible to use from day-to-day. I've also found general purpose journey mapping tools that were not fit for purpose, which were very flexible but terribly unwieldy to manage for larger or more complex journey maps. Thank God I found Custellence, which perfectly balances presentation with functionality. It is good enough to present, with icons, tools, ability to add images, and all that, yet it is highly functional. The various stages of a journey map can be easily and dynamically changed and aligned, something virtually no other journey mapping software does well. Custellence is simple enough to just pick up and use. This means I don't have to spend time figuring out any quirks of the tool. Custellence just makes journey mapping much more pleasurable.

**What do you dislike about Custellence?**

There's literally nothing I dislike! I've tested other journey mapping tools in the market and no other software provides the simplicity that I require in my day to day work as a CX designer. Custellence does what I need it to do, efficiently and effectively.

**Recommendations to others considering Custellence:**

If you are looking for a journey mapping tool which is easy to pick up, dynamically handles changes to your journey and simple to use, Custellence stands heads and shoulders above any other journey mapping tool I've used in the past. Highly recommended.

**What problems is Custellence solving and how is that benefiting you?**

I wanted a simple tool to electronically map customer journeys. I have saved a lot of time in putting journey maps together because of the "pick up and use" nature of Custellence. I don't have to overthink  - I just start mapping, knowing that I can change on the fly very easily.

  ### 7. An easy to use powerful tool for journey mapping

**Rating:** 5.0/5.0 stars

**Reviewed by:** Steve C. | Director, Enterprise (> 1000 emp.)

**Reviewed Date:** February 14, 2022

**What do you like best about Custellence?**

Easy to edit and add, move or amend journey stages as stakeholder discussions identify new points to capture. The mood / curve points are also very useful

**What do you dislike about Custellence?**

Sometimes updates to text boxes take a few seconds to save and can be closed without saving if you rush and dont wait for the onscreen message

**Recommendations to others considering Custellence:**

Having used other graphics tools to map journeys in the past, I found this a lot simpler to use with some great features. The pre-loaded templates are handy to then adapt and tailor for your own purpose. Useful prompts to collect and collate different aspects / factors  of each journey point (customer needs, service provided, org design feedback etc.) to create a living map / document to identify and drive change opportunities

**What problems is Custellence solving and how is that benefiting you?**

We are mapping the end to end Student Journey at a university and want to show the pain points for certain types of students that need to be addressed

  ### 8. Easy to use and had all the functionality we needed.

**Rating:** 4.5/5.0 stars

**Reviewed by:** Max G. | Business Development - Mining Intelligence, Enterprise (> 1000 emp.)

**Reviewed Date:** February 11, 2022

**What do you like best about Custellence?**

It's intuitive - felt like we were able to just get started without working through instructions.

**What do you dislike about Custellence?**

I missed the "CTL Z" function that I usually depend on when I make a mistake.

**Recommendations to others considering Custellence:**

Aligns well with the advice about CJM and SBD from the better YouTube channels on service design  - go there and learn what to do and then do what they say on Custellence.

**What problems is Custellence solving and how is that benefiting you?**

We are a product company that wants to move into digital services business, so our company's existing culture, org structure, systems and processes are all wrong for services. We need to start from scratch and identify what is required to find customers and move them through the buying process with as little friction as possible. 
So far the main benefit has been the better understanding of our customer and what their actual problem really is.

  ### 9. Customer Journey for Students applying to colleges

**Rating:** 3.5/5.0 stars

**Reviewed by:** Verified User in Higher Education | Small-Business (50 or fewer emp.)

**Reviewed Date:** December 28, 2021

**What do you like best about Custellence?**

The ideation template was easy to create the customer journey in no time. The process was intuitive. A free online trial version without credit card is appreciated.

**What do you dislike about Custellence?**

While the beginner's guide was helpful to get started, it would be good to get different templates for different verticals to see how one can apply customer journey for different use cases.

**What problems is Custellence solving and how is that benefiting you?**

Create customer journey maps as students are applying for colleges

  ### 10. Customer Journey for Contact Centers

**Rating:** 3.0/5.0 stars

**Reviewed by:** Verified User in Telecommunications | Small-Business (50 or fewer emp.)

**Reviewed Date:** October 13, 2021

**What do you like best about Custellence?**

The tool is easy to use. Free Tier to Trial without cost and a credit card is appreciated. Good to see that there are sample templates to get started. Even in free tier, there were many "KB articles" to learn the product.

**What do you dislike about Custellence?**

Online help could improve with an end-to-end example of a Use case tailored to key Verticals. I didn't find a youtube video for example to quickly learn the product.

**What problems is Custellence solving and how is that benefiting you?**

Create a Customer Journey for different users in a Contact Center

  ### 11. The platform that enhances the benefits of your company.

**Rating:** 4.0/5.0 stars

**Reviewed by:** James H. C. | Chief Executive Officer, Mid-Market (51-1000 emp.)

**Reviewed Date:** June 19, 2019

**What do you like best about Custellence?**

I really like that this program is not only skillful in travel mapping but through its different acquisition options you can find more and more functions such as exporting them to other programs, customize them, save them and a variety of tasks that allow more work specific and quality for our customers.

I like the interface that is very comfortable and efficient, allows the team to do the job in a simpler, professional and bold.

**What do you dislike about Custellence?**

When starting the use of this program in our company, some people adapted faster than others to the configuration that this system has, after working constantly in the interface, any confusion or difficulty was eliminated, so I consider it not a failure, but a user's practice error.

**Recommendations to others considering Custellence:**

I recommend this platform with the confidence that will make your company more effective every day. Try it and you will see first hand what I say.

**What problems is Custellence solving and how is that benefiting you?**

Thanks to this platform we now obtain a different angle to see the experiences of our clients, since Custellence provides us with tools to illustrate them and then study them, make revisions, which allow us to improve the participation of users.

This platform has given us the facility of having a technical support service when we need it by email, besides this has allowed the growth of our company and the solution for many of our deficiencies, now we provide the client with maps of your trip in a more easily understood way as well as a better service.

Now we have a more organized company since we gather all the information of our clients, ideas, suggestions, dimensions, contributions in a single tool.



## Custellence Discussions
  - [What is Custellence used for?](https://www.g2.com/discussions/what-is-custellence-used-for) - 1 comment

- [View Custellence pricing details and edition comparison](https://www.g2.com/products/custellence/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-13+10%3A55%3A13+-0500&secure%5Bsession_id%5D=1fb9d184-23d4-4af3-a1ce-55dd990177f8&secure%5Btoken%5D=a0c2925c80af2d6d91f3dd349fa7e0300217da511fbf8b0b48dfcdd8d67c8f44&format=llm_user)

## Custellence Features
**Platform Basics**
- Templates
- Exporting
- Multi-user Access and Collaboration
- Multiple Personas

**Agentic AI - Customer Journey Mapping**
- Autonomous Task Execution

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