Customer Journey Analytics Market by Roles (Marketing, Customer Experience), Applications (Data Analysis and Visualization, Customer Churn and Behavior Analysis, Campaign Management, Product and Brand Management), Verticals (BFSI, Retail, Telecom, Travel and Hospitality, Healthcare, Government, Others), Regions (North America, Europe, APAC, RoW) – Global Forecast up to 2025
- May, 2019
- Domain: ICT - Social, Mobile, Analytics & Cloud (SMAC),digital technologies
Pages:
104
Tables:
70
Charts:
38
Regions/Countries:
4 / 0
Companies:
Enquiry Hours:
10
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[104 Report Pages] This market research report includes a detailed segmentation of the global customer journey analytics market by roles (marketing, customer experience), applications (data analysis and visualization, customer churn and behavior analysis, campaign management, product and brand management), verticals (BFSI, retail, telecom, travel and hospitality, healthcare, government, others), and regions (North America, Europe, APAC, RoW). The market research report identifies IBM, SAP, Salesforce, Adobe Inc., and NICE Ltd. as the major vendors operating in the global customer journey analytics market.
Overview of the Customer Journey Analytics Market
Infoholic’s market research report predicts that the global customer journey analytics market will grow at a CAGR of 21.6% during the forecast period. The market for customer journey analytics is driven by increasing demand for offering personalized experiences to customers, understanding the journey from the customer perspective, knowing about the conversion rate, and creating a long-term, healthy, & profitable relationship with customers. Complications in data synchronization and data & privacy issues are hampering the market growth.
Customer journey analytics helps the companies to know about “what”, “why”, and “how” a customer behaves during the entire journey, as every experience can alter the customer journey in a positive or a negative way. For creating a long-term, healthy, and profitable relationship with customers, more and more companies are adopting customer journey analytics solutions.
According to the customer journey analytics industry analysis, North America accounted for the largest share of the global customer journey analytics market in 2018. With the presence of the highest number of technology innovators and market disruptors, the adoption of customer journey analytics solutions is highest in this region. Several retailers in this region are focusing on enhancing customer loyalty and level of customer satisfaction. The Asia Pacific region is expected to witness the fastest growth rate due to the increasing need to attract diverse shoppers.
Customer Journey Analytics Market Research Competitive Analysis and Key Vendors
This research report covers and analyzes the global customer journey analytics market. Major vendors across different verticals are planning for high investments in this market, and as a result, the customer journey analytics market is expected to grow at an impressive rate in the coming years. The key players in the customer journey analytics market are adopting various organic as well as inorganic growth strategies such as mergers & acquisitions, collaborations & partnerships, joint ventures, and few other strategies to be in the strong position in the market.
Some of the Key Vendors in the Customer Journey Analytics Market Research:
- IBM
- SAP
- Salesforce
- Adobe
- NICE
- Verint
- Pointillist
Roots, a Canada-based apparel retailer, implemented IBM's customer experience analytics for delivering a seamless journey to their customers from browsing till purchasing and enhancing digital experiences for online shoppers. A US-based telecom provider deployed NICE Customer Engagement Analytics solution for analyzing all human and digital touchpoints, which resulted in a better understanding of entire customer experience, increased customer satisfaction, and retention.
There are numerous other vendors that have been studied based on the portfolio, geographical presence, marketing & distribution channels, revenue generation, and significant investments in R&D, for analysis of the entire ecosystem.
Customer Journey Analytics Market Research By Roles
- Marketing
- Customer Experience
In terms of roles analysis, customer experience is expected to grow at the highest rate during the forecast period 2019–2025.
Customer Journey Analytics Market Research By Applications
- Data Analysis and Visualization
- Customer Churn and Behavior Analysis
- Campaign Management
- Product and Brand Management
Among the applications mentioned above, data analysis and visualization is estimated to hold the largest market share in 2019 and is likely to continue this trend during the forecast period 2019–2025.
Customer Journey Analytics Market Research By Verticals
- BFSI
- Retail
- Telecom
- Travel and Hospitality
- Healthcare
- Government
- Others
In terms of verticals analysis, the retail market is expected to grow at the highest rate for driving profitability, soothing customer concerns with seamless omnichannel experience, and enhancing loyalty program.
Customer Journey Analytics Market Research Benefits
The report provides an in-depth analysis of the global customer journey analytics market. Customer journey analytics, by combining the entire journey data, analyzes all the aspects of customer interactions, resulting in improved loyalty and customer acquisitions. By analyzing various customer touchpoints, customer journey analytics provides companies an opportunity to personalize their customer experiences and drive their revenues. The companies, by understanding customer behavior, can increase the lifetime value of their customers; and by knowing about the CSAT and net promoter score (NPS), they can increase the visibility into the customer journey as well. The companies are focusing on adopting customer journey analytics solutions to build a long-lasting and meaningful customer relationship. The report discusses the market in terms of roles, applications, verticals, and regions. Further, the report provides details about the major challenges impacting the market growth.
1 Executive Summary
1.1 Critical KPIs for creating effective customer journeys
1.2 Segments expected to dominate during the forecasted period
2 Industry Outlook
2.1 Industry Overview
2.2 Industry Trends
3 Market Snapshot
3.1 Total Addressable Market
3.2 Segment Addressable Market
3.2.1 PEST Analysis
3.2.2 Porter’s Five Force Analysis
3.3 Related Markets
4 Market Characteristics
4.1 Ecosystem
4.2 Market Trends and Impact
4.3 Value Chain Analysis
4.4 Market Segmentation
4.5 Market Dynamics
4.5.1 Drivers
4.5.1.1 Reducing the Customer Churn Rate
4.5.1.2 Creating more Personalized Experiences
4.5.2 Restraints
4.5.2.1 Data Security and Privacy Issues
4.5.2.2 Complications in Data Synchronization
4.5.3 Opportunities
4.5.3.1 Better Engagement with Customers
4.5.3.2 Increasing Practice of Customer Journey Mapping
4.5.4 DRO – Impact Analysis
5 Customer Journey Analytics Market, By Roles
5.1 Overview
5.2 Marketing
5.3 Customer Experience
6 Customer Journey Analytics Market, By Applications
6.1 Overview
6.2 Data Analysis and Visualization
6.3 Customer Churn and Behaviour Analysis
6.4 Campaign Management
6.5 Product and Brand Management
7 Customer Journey Analytics Market, By Verticals
7.1 Overview
7.2 BFSI
7.3 Retail
7.4 Telecom
7.5 Travel and Hospitality
7.6 Healthcare
7.7 Government
7.8 Others
8 Customer Journey Analytics Market, By Region
8.1 Overview
8.2 North America
8.2.1 Market Size and Analysis
8.3 Europe
8.3.1 Market Size and Analysis
8.4 Asia Pacific
8.4.1 Market Size and Analysis
8.5 RoW
8.5.1 Market Size and Analysis
9 Competitive Landscape
9.1 Competitor Analysis
9.2 Product/Offerings Portfolio Analysis
9.3 Market Developments
9.3.1 Partnerships and Collaborations
9.3.2 Product Launches & Exhibitions
10 Vendor Profiles
10.1 IBM Corporation
10.1.1 Analyst Opinion
10.1.2 Business Analysis
10.1.2.1 Strategic Snapshot
10.1.2.2 Business Impact Analysis
10.1.2.3 Operational Snapshot
10.1.2.4 Product/Service Portfolio
10.2 SAP
10.2.1 Analyst Opinion
10.2.2 Business Analysis
10.2.2.1 Strategic Snapshot
10.2.2.2 Business Impact Analysis
10.2.2.3 Operational Snapshot
10.2.2.4 Product/Service Portfolio
10.3 Salesforce
10.3.1 Analyst Opinion
10.3.2 Business Analysis
10.3.2.1 Strategic Snapshot
10.3.2.2 Business Impact Analysis
10.3.2.3 Operational Snapshot
10.3.2.4 Product/Service Portfolio
10.4 Adobe Inc
10.4.1 Analyst Opinion
10.4.2 Business Analysis
10.4.2.1 Strategic Snapshot
10.4.2.2 Business Impact Analysis
10.4.2.3 Operational Snapshot
10.4.2.4 Product/Service Portfolio
10.5 NICE Ltd
10.5.1 Analyst Opinion
10.5.2 Business Analysis
10.5.2.1 Strategic Snapshot
10.5.2.2 Business Impact Analysis
10.5.2.3 Operational Snapshot
10.5.2.4 Product/Service Portfolio
11 Companies to Watch for
11.1 Verint
11.1.1 Analyst Opinion
11.1.2 Business Analysis
11.1.2.1 Strategic Snapshot
11.1.2.2 Business Impact Analysis
11.1.2.3 Operational Snapshot
11.1.2.4 Product/Service Portfolio
11.2 Pointillist
11.2.1 Analyst Opinion
11.2.2 Business Analysis
11.2.2.1 Strategic Snapshot
11.2.2.2 Business Impact Analysis
11.2.2.3 Operational Snapshot
11.2.2.4 Product/Service Portfolio
11.3 Servion Global Solutions
11.3.1 Analyst Opinion
11.3.2 Business Analysis
11.3.2.1 Strategic Snapshot
11.3.2.2 Business Impact Analysis
11.3.2.3 Operational Snapshot
11.3.2.4 Product/Service Portfolio
11.4 ClickFox
11.4.1 Analyst Opinion
11.4.2 Business Analysis
11.4.2.1 Strategic Snapshot
11.4.2.2 Business Impact Analysis
11.4.2.3 Operational Snapshot
11.4.2.4 Product/Service Portfolio
11.5 Kitewheel
11.5.1 Analyst Opinion
11.5.2 Business Analysis
11.5.2.1 Strategic Snapshot
11.5.2.2 Business Impact Analysis
11.5.2.3 Operational Snapshot
11.5.2.4 Product/Service Portfolio
12 Annexure
12.1 Report Scope
12.2 Market Definition
12.3 Research Methodology
12.3.1 Data Collation & In-house Estimation
12.3.2 Market Triangulation
12.3.3 Forecasting
12.4 Study Declarations
12.5 Report Assumptions
12.6 Abbreviations
TABLE 1 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET REVENUE, BY ROLES, 2018–2025 ($BILLION)
TABLE 2 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET REVENUE, BY APPLICATIONS, 2018–2025 ($BILLION)
TABLE 3 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET REVENUE, BY VERTICALS 2018–2025 ($BILLION)
TABLE 4 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET REVENUE BY REGIONS, 2018–2025 ($BILLION)
TABLE 5 NORTH AMERICA CUSTOMER JOURNEY ANALYTICS MARKET REVENUE, BY ROLES, 2018–2025 ($BILLION)
TABLE 6 NORTH AMERICA CUSTOMER JOURNEY ANALYTICS MARKET REVENUE, BY APPLICATIONS, 2018–2025 ($BILLION)
TABLE 7 NORTH AMERICA CUSTOMER JOURNEY ANALYTICS MARKET REVENUE, BY VERTICALS, 2018–2025 ($BILLION)
TABLE 8 EUROPE CUSTOMER JOURNEY ANALYTICS MARKET REVENUE, BY ROLES, 2018–2025 ($BILLION)
TABLE 9 EUROPE CUSTOMER JOURNEY ANALYTICS MARKET REVENUE, BY APPLICATIONS, 2018–2025 ($BILLION)
TABLE 10 EUROPE CUSTOMER JOURNEY ANALYTICS MARKET REVENUE, BY VERTICALS, 2018–2025 ($BILLION)
TABLE 11 APAC CUSTOMER JOURNEY ANALYTICS MARKET REVENUE, BY ROLES, 2018–2025 ($BILLION)
TABLE 12 APAC CUSTOMER JOURNEY ANALYTICS MARKET REVENUE BY APPLICATIONS, 2018–2025 ($BILLION)
TABLE 13 APAC CUSTOMER JOURNEY ANALYTICS MARKET REVENUE, BY VETICALS, 2018–2025 ($BILLION)
TABLE 14 ROW CUSTOMER JOURNEY ANALYTICS MARKET REVENUE, BY ROLES, 2018–2025 ($BILLION)
TABLE 15 ROW CUSTOMER JOURNEY ANALYTICS MARKET REVENUE BY APPLICATIONS, 2018–2025 ($BILLION)
TABLE 16 ROW CUSTOMER JOURNEY ANALYTICS MARKET REVENUE, BY VERTICALS, 2018–2025 ($BILLION)
TABLE 17 PRODUCT/OFFERINGS PORTFOLIO ANALYSIS: CUSTOMER JOURNEY ANALYTICS MARKET
TABLE 18 MERGER & ACQUISITION, PARTNERSHIPS
TABLE 19 PRODUCT LAUNCHES & EXHIBITIONS, 2017–2018
TABLE 20 IBM CORPORATION: OVERVIEW
TABLE 21 IBM CORPORATION: STRATEGIC SNAPSHOT
TABLE 22 IBM CORPORATION: BUSINESS OPPORTUNITIES AND OUTLOOK
TABLE 23 IBM CORPORATION: OPERATIONAL SNAPSHOT
TABLE 24 IBM CORPORATION: PRODUCT/SERVICE PORTFOLIO
TABLE 25 SAP: OVERVIEW
TABLE 26 SAP: STRATEGIC SNAPSHOT
TABLE 27 SAP: BUSINESS OPPORTUNITIES AND OUTLOOK
TABLE 28 SAP: OPERATIONAL SNAPSHOT
TABLE 29 SAP: PRODUCT/SERVICE PORTFOLIO
TABLE 30 SALESFORCE: OVERVIEW
TABLE 31 SALESFORCE: STRATEGIC SNAPSHOT
TABLE 32 SALESFORCE: BUSINESS OPPORTUNITIES AND OUTLOOK
TABLE 33 SALESFORCE: OPERATIONAL SNAPSHOT
TABLE 34 SALESFORCE: PRODUCT/SERVICE PORTFOLIO
TABLE 35 ADOBE INC: OVERVIEW
TABLE 36 ADOBE INC: STRATEGIC SNAPSHOT
TABLE 37 ADOBE INC: BUSINESS OPPORTUNITIES AND OUTLOOK
TABLE 38 ADOBE INC: OPERATIONAL SNAPSHOT
TABLE 39 ADOBE: PRODUCT/SERVICE PORTFOLIO
TABLE 40 NICE LTD: OVERVIEW
TABLE 41 NICE LTD: STRATEGIC SNAPSHOT
TABLE 42 NICE LTD: BUSINESS OPPORTUNITIES AND OUTLOOK
TABLE 43 NICE LTD: OPERATIONAL SNAPSHOT
TABLE 44 NICE: PRODUCT/SERVICE PORTFOLIO
TABLE 45 SWOT ANALYSIS
TABLE 46 VERINT: OVERVIEW
TABLE 47 VERINT: STRATEGIC SNAPSHOT
TABLE 48 VERINT: BUSINESS OPPORTUNITIES AND OUTLOOK
TABLE 49 VERINT: OPERATIONAL SNAPSHOT
TABLE 50 VERINT: PRODUCT/SERVICE PORTFOLIO
TABLE 51 POINTILLIST: OVERVIEW
TABLE 52 POINTILLIST: STRATEGIC SNAPSHOT
TABLE 53 POINTILLIST: BUSINESS OPPORTUNITIES AND OUTLOOK
TABLE 54 POINTILLIST: OPERATIONAL SNAPSHOT
TABLE 55 POINTILLIST: PRODUCT/SERVICE PORTFOLIO
TABLE 56 SERVION GLOBAL SOLUTIONS: OVERVIEW
TABLE 57 SERVION GLOBAL SOLUTIONS: STRATEGIC SNAPSHOT
TABLE 58 SERVION GLOBAL SOLUTIONS: BUSINESS OPPORTUNITIES AND OUTLOOK
TABLE 59 SERVION GLOBAL SOLUTIONS: OPERATIONAL SNAPSHOT
TABLE 60 SERVION GLOBAL SOLUTIONS: PRODUCT/SERVICE PORTFOLIO
TABLE 61 CLICKFOX: OVERVIEW
TABLE 62 CLICKFOX: STRATEGIC SNAPSHOT
TABLE 63 CLICKFOX: BUSINESS OPPORTUNITIES AND OUTLOOK
TABLE 64 CLICKFOX: OPERATIONAL SNAPSHOT
TABLE 65 CLICKFOX: PRODUCT/SERVICE PORTFOLIO
TABLE 66 KITEWHEEL: OVERVIEW
TABLE 67 KITEWHEEL: STRATEGIC SNAPSHOT
TABLE 68 KITEWHEEL: BUSINESS OPPORTUNITIES AND OUTLOOK
TABLE 69 KITEWHEEL: OPERATIONAL SNAPSHOT
TABLE 70 KITEWHEEL: PRODUCT/SERVICE PORTFOLIO
Research Framework
Infoholic Research works on a holistic 360° approach in order to deliver high quality, validated and reliable information in our market reports. The Market estimation and forecasting involves following steps:
- Data Collation (Primary & Secondary)
- In-house Estimation (Based on proprietary data bases and Models)
- Market Triangulation
- Forecasting
Market related information is congregated from both primary and secondary sources.
Primary sources
Involved participants from all global stakeholders such as Solution providers, service providers, Industry associations, thought leaders etc. across levels such as CXOs, VPs and managers. Plus, our in-house industry experts having decades of industry experience contribute their consulting and advisory services.
Secondary sources
Include public sources such as regulatory frameworks, government IT spending, government demographic indicators, industry association statistics, and company publications along with paid sources such as Factiva, OneSource, Bloomberg among others.
