Bangalore, India, November 02, 2018: Based on the recently published study “Digital Customer Experience and Service Automation (DXE) Market – Global Drivers, Restraints, Opportunities, Trends, and Forecast up to 2023”, Infoholic Research forecasts that the global market for DXE will continue to grow, owing to the increasing use of mobile devices and improving connectivity platforms, consequently, leading to a shift to “on-the-go” digital CX engagement platforms and seamless customer support services.
BFSI, retail, and telecom are the most trending application areas for DXE within the current market ecosystem, with customer-centricity or personalization along with business risk assessment being the major focus areas. The large-scale deployment of IoT-based digital touchpoints along with advanced big-data analytical tools for customer intelligence has been the major facilitator for this rapidly increasing focus on customer-centric transformation.
The current digital trends with several digital initiatives, such as digital single market platform, citizen-driven smart initiatives across the EU region, and the rapid development initiatives across the GCC countries in the Middle East, clearly position EMEA as the leader in the DXE market, in spite of the stringent regulatory mandates that need to be complied for businesses operating in the region.
“As the digital roadmap for enhanced customer experience promises limitless possibilities for organizations realized through its benefits especially in the field of marketing, it is essential to always align the strategic implementation of customer intelligence with clear set ethical boundaries. This envisages a necessary and perfect prelude to a more authentic and congenial business setting, essential for a sustainable and value-driven future business environment.” – Shiladitya Chaterji, Senior Research Analyst, Infoholic Research
Key insights of the report include
- Key Software Tools
- Customer Intelligence
- Data Governance
- Process Automation
- Intelligent Apps & Recommendation Engine
- Major Application Areas
- Transportation and Logistics
- Industry outlook – Market trends, drivers, restraints, and opportunities
Ms. Sunanda Ganguli
Infoholic Research LLP