# Custellence Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Custellence the right Customer Engagement solution for you? Explore 17 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/166696/Custellence/reviews --- Custellence 4.4 (17) [View alternatives](https://www.capterra.com/p/166696/Custellence/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 7th, 2026 # Reviews of Custellence Ease of use 4.4 Customer Service 4.4 ## Showing most helpful reviews Showing 1-17 of 17 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ghulam Husnain Ali, C. Advisor Customer Experience Management Management Consulting Used the software for: 1-2 years ### "Simple & Powerful Journey Mapping Tool" December 9, 2018 5.0 We have used Custellence to illustrate the experiences customers or various organizations are going through. The digitized PDF versions of these journeys have been easily shared amongst team members and have been used affectively to communicate customer pain areas. Pros Custellence is the most elegant and simple yet powerful journey mapping tool that can be used for building collaborative and illustrative journey maps. Highly advised for teams that are starting out journey mapping and want to quickly and cost affectively digitize the 'Post-It' journeys they co-create internally or with customers, or want to collaboratively design journeys amongst geographically spread out team members. Cons There is currently no room to link real time or dash-board style metrics from a database. If that is done, and I understand that is something the the Custellence team is working on, Custellence could serve as a journey mapping tool of choice until the organization wants to integrate journey mapping, end-to-end service blueprinting, improvement road-mapping and monitoring all in one solution. Review Source Anders L. Senior service design lead Management Consulting Used the software for: 2+ years ### "Structure your customer centric organisation " May 3, 2019 5.0 I’m a service design consultant helping organisations to develop their customer Centric abilities. We use Custellence to connect external and internal needs and processes to effectively work with service development. It’s great to gather customer, user and coworker research in journeys. It structures lots of information and connect the organisation based on customer needs and behaviours. Pros The flexibility to adapt and gather information in customer centric work. There is an openness in the interface to let me control how we create our customer tourneys and service blueprints. I like the possibility to share and collaborate online. Cons Not being able to create an execute version of the information. Sometime the map is lagging when to map is too big. Alternatives considered [Touchpoint Dashboard](https://www.capterra.com/p/178387/Touchpoint-Dashboard/)[Smaply](https://www.capterra.com/p/177161/Smaply/)[Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Reason for choosing Custellence Easy online collaboration Effectively creates customised journeys - we decide how it should be made to fit the organisation Quick to creat great maps Review Source Orhan L. Marketing and Sales consultant Marketing and Advertising Used the software for: I used a free trial ### "Terrible customer journey" September 26, 2019 1.0 Non Pros Nothing at all. The whole experience was just terrible. Cons I wanted to see a free template as indicated on the site. First I lost my time on making an account. When logging in, there were no free templates at all. Then I received the e-mail form an agent where he was blablabling about how they are people oriented firm etc announcing that I will receive another 3 e-mail during the day! Sorry, that is just pathetic and this is mental raping. So, bye, bye. Review Source Response from Custellence October 4, 2019 Hi Orhan, I am sorry to hear that you didn't find the free templates. They are available on our site: https://custellence.com/templates/ and are free to use either as a PDF to download or use while in the application when starting on a new journey map. Given your feedback, we'll try to make it even easier to find them in the future. I totally understand the frustration when not finding what you're looking for - but I also wish you had told us about the problem and let us help when I contacted you after you'd sent us messages saying how angry and disappointed you were. Then we could have solved the issue. Best regards, Sabina & Custellence Team IK Inci K. Customer Experience Designer Insurance Used the software for: 6-12 months ### "The ONLY software to create professional Service Blueprints without being a digital/graphic designer" June 18, 2020 4.0 First of all the support provided by \[SENSITIVE CONTENT HIDDEN\] when signing up and helping with any technical requests and issues, has exceeded all of our expectations. Introducing any kind of new digital tool in a very regulated industry is a slow and hurdle-some process. But \[SENSITIVE CONTENT HIDDEN\] has been unbelievably helpful and patient, without her flexibility and almost around the clock effort, we would not be in a position of using this fabulous tool today. \[SENSITIVE CONTENT HIDDEN\] also enabled to customise the type of plan we needed. In terms of use for doing our work, it's great to be able to finally create Service Blueprints that look professional and graphically appealing even without being a digital designer. We can now share SBPs with the rest of the business and really help instill the Human Centred-Design approach in our business. We can influence leaders' thinking by showing them exactly which journey customers take, what they think, feel and say, and how as a business we are or may need to respond to it with different activities and enablers. Especially now, in June 2020, during a global pandemic with all of our company working from home, Custellence is the only way for us to actually create and share Service Blueprint. Analog paper style service blueprinting wouldn't even be possible. Going forward, many of us might continue working from home so here, Custellence will continue to enable us to do our work and share something that fosters HCD instantly and continuously - one of our big strategic goals. Pros It does exactly what I need it to do - which is to create Service Blueprints for Design Projects. There is no other product that does it as well as this one. It's relatively intuitive when using it which is important as others who view it are not always very digitally savvy. While we're not graphic designers Custellence allows us to create SBP and customer journey that look neat and professional. I can share it with other to view even if they only have a free account. Images and links can be imported. I can use it from several devices at the same time and it's being updated in real time. The templates provided even teach us new and different ways of presenting customer journeys and SBPs. They're fabulous! We also love the functionality that allows us to show both the current state of parts of a journey, which ones we need to get rid of and which we need to create for the future. As we are working on a project, we can then slowly turn the current state map into a future state map, without having to have two separate maps. It's basicall a working document. Brilliant! My team loves this product! Cons You can archive cards and lanes but once they're deleted there is no way to find them again (unless the admin team can find them, I'm not sure about that). It's not possible to directly insert lanes in between existing lanes. Always need to create them at the bottom of the document first and they try move them up which can be cumbersome but I know this is something Custellence is working on. I would like to be able to upgrade and down grade users to our account myself as people leave and join the team. However, the admin team at Custellence almost instantly responds to requests to get this done and they're working on getting customers to be able to do it themselves too. So in a way, it's not really a problem. Reason for choosing Custellence Because only this product allows us to create Service Blueprints in exactly the way we want. It provides guidance on different ways of doing it but in the end we can decide how to do it. The other product was also too prescriptive on how to do some of our work (not SBPs as such though) - which was limiting to us. Review Source GL Garlasco L. Digital Marketer Health, Wellness and Fitness Used the software for: 1-2 years ### "Custellence for Customer Management" April 18, 2024 5.0 Pros Custellence has all the information that customers require, and the CRM solution is also well enhanced. Cons Custellence is dynamic in capturing business communications. Review Source RM Roberto M. Marketing Director Food & Beverages Used the software for: 1-2 years ### "Focused Customer Journey Approach " April 25, 2024 5.0 Pros Custellence is detailed in mapping the customer journey and offering a reliable solution. Cons Custellence measures all the customer details, and it provides flawless assistance. Review Source GR Giovanni R. Finance Manager Financial Services Used the software for: 1-2 years ### "Impressive Approach Customer Engagement " April 25, 2024 5.0 Pros Custellence has the right customer engagement, and there are useful marketing streams. Cons Custellence has no fault in matters communication, and businesses thrive. Review Source Jin W. Enterprise Customer Experience NPS (Net Promoter Score) Lead Telecommunications Used the software for: 1-2 years ### "The most flexible journey mapping tool on the market" May 16, 2020 5.0 I've been using this for nearly a year and it is truly the best journey mapping software out there. Great support too. Pros As a customer experience practitioner, I've been looking at different CX journey mapping tools. For me the most important feature that I look for in a CX journey mapping tool is flexibility. And Custellence really aces the flexibility. The thing about customer journey mapping is, you want to be able to change and move things easily. There are tools out there that look real pretty, but a nightmare to edit on the fly. A useful journey map must be easy to modify and tailor and I've never come across anything anywhere as flexible as Custellence. Flexibility is king here. Cons The cost. Frankly it's one of the more expensive journey mapping tools out there, but I can totally justify it. What I gain in productivity with this tool over others make this well worth it. Review Source KH Kirsten H. Operations Consumer Electronics Used the software for: Less than 6 months ### "Custellence takes sticky notes where they have never gone before" September 23, 2019 5.0 Pros I love the user interface and design. You can tell they have thought through this part in a lot of detail. You get the ease and practicality of physical sticky notes with the benefits of an online and dynamic software. Customer journeys are always changing and Custellence is by far the best tool I have found for mapping such an important part of the business. Plus it allows for quick feedback from other teams. The customer service team is responsive, open to questions and kind. Too many good things to say about them. Cons I would love to see a Custellence customer journey map or service blueprint example to look at for reference in moments that lack inspiration or info to fill in your own. Of course each business model is different, but sometimes examples of others bring to light flaws or gaps in your own! Plenty out there on google but terms and map style differ so a Custellence created example would be a great complement to a stellar software. Oh and maybe a community forum where people who are creating these maps can ask questions to each other as well. Review Source VR Verified Reviewer Managing Partner Management Consulting Used the software for: 6-12 months ### "Great customer journey tool" December 7, 2018 5.0 Pros Easy to use. Constant improvement of the product. Perfect when working with customers with its collaboration feature Easy to get "the big picture" and also the details. Cons minor things, but the product constantly improves Review Source MF Marc F. Founding partner Management Consulting Used the software for: 1-2 years ### "Customer Journey Mapping on Steroids!" February 5, 2019 5.0 Pros Collaboration! That's the thing that makes Custellence great for me. But in general it feels like we're moving out of the stone age into the modern world with this tool. Of course creating maps in an analog way has its value but also it limits. And you're bound to run into these limits very quickly once you start using Customer Journey Maps on a professional level. Custellence has been the tool that allowed me to really put the needs of our customers at the center of our business in a structured and systematic way. Cons Of course there are always features that would be nice to have but overall Custellence gets the job done. I'm looking forward how it will make live even more easier in the future. Review Source ET Esraa T. Veterinarian Veterinary Used the software for: I used a free trial ### "One of the most important tools " August 25, 2021 5.0 Pros It's a magnificent tool . You can get your privacy .it's very easy to use and comfortable Cons At first it is very useful, but with use it becomes an expensive tool Review Source UE Ulrika E. Product Owner Automotive Used the software for: 1-2 years ### "best customer journey mapping tool on the market!" January 30, 2019 5.0 alignment and a clear view on what to prioritize and a clear structure on how to organize around a problem to solve. Pros easy to use, great UX! this tool helps me to drive change and collaboration through a fast-paced organization. I can invite viewers and have a focused conversations for fast decisions. Cons I haven't found any downsides yet. maybe it will show and I will update :) Review Source DB David B. service designer Used the software for: 1-2 years ### "its a great tool for visually describing any type of sequence that happens over time. " August 31, 2017 5.0 Pros great flexibility, i can create anytype of customer journey adapted to our organisation and I love the collaboration feature. It gives me the big picture - but also the details. Cons the user interface need some work to become truly user friendly. I get confused about how subcards are created and deleted. Review Source EB Emma B. student Marketing and Advertising Used the software for: I used a free trial ### "Don't use free trial" March 9, 2020 1.0 Pros Great software, just don't use the free trial. Cons If you make a map using the free trial, you cant export/download the map unless you sign up for one of the paid plans. As their purpose is to "empower you to lead the important work of creating customer relevance, of simplifying our lives as customers, and to liberate our society from bad customer experiences." its quite remarkable that that they will email you daily and themselves provide a bad costumer experience. Review Source JT Jackie T. Service/UX Designer Used the software for: 6-12 months ### "Great collaborative tool to create customer journeys, very easy to use! " September 5, 2017 5.0 Pros The fact that I can customize it any way I want, that it's versatile and that I can invite clients to collaborate on a map in real time. Cons There are some minor technical things, like not being able to regret something you've done for example. Review Source Response from Custellence September 7, 2017 Thank you for your review. We are happy to hear your feedback! AM Andreas M. Head of CX and Insights Food & Beverages Used the software for: Less than 6 months ### "Easy and valuable" October 29, 2019 4.0 We have managed to get a better understanding across teams of the importance of each step in the customer journey by mapping it out with Custellence. Pros It's super easy and flexible to use. It was very easy to fit it to work with our needs. Cons It could be even smarter for sharing since the power of customer journey maps is often closely connected to how well you get them implemented/shared in your group/org. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.