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digital customer experience and service automation market

Digital Customer Experience and Service Automation Market Forecast to 2023

pages Pages: 84
tables Tables: 54
charts Charts: 25
country Regions/Countries: 3 / 0
compaines Companies: 7
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This market research report includes a detailed segmentation of the global digital customer experience and Service automation (DXE) market by application area (Retail, BFSI, Telecom, Healthcare, Transportation & Logistics and Others), and by regions (North America, Europe-Middle East & Africa (EMEA), Asia Pacific (APAC), and Latin America). The market research report identifies Adobe, Salesforce, IBM, Oracle, SAP, Sitecore, and Episerver as the major vendors operating in the global digital customer experience and Service automation (DXE).

Overview of the Digital Customer Experience and Service Automation Market


Infoholic’s market research report predicts that the global digital customer experience and service automation (DXE) market will grow at a CAGR of 29% during the forecast period. The market for digital customer experience and service automation (DXE) is driven by increasing prevalence of digital platforms and need to optimize the customer journey to maintain a competitive edge in the market. 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.

According to the digital customer experience and service automation (DXE) industry analysis, EMEA accounted for the largest share of the global digital customer experience and service automation DXE market, in spite of the stringent regulatory mandates in the region. The reason for the market’s growth in the EMEA is due to the increasing initiatives like 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. The North American region has the highest number of technology innovators and market disruptors although it has not directly translated to significantly high formal enterprise level strategic implementations.Competitive analysis and key vendors

The digital customer experience and service automation (DXE) report covers and analyzes the key vendors in the digital customer experience and service automation (DXE) market. The various organic as well as inorganic growth strategies like mergers & acquisitions, collaboration & partnerships, joint ventures, and few other strategies have been analyzed to establish their relevance to the market.

The report contains an in-depth analysis of the vendor’s profile, including recent developments and key product offerings that are pertinent to the market.



Some of the key vendors profiled in the study are:

  • Adobe

  • Salesforce

  • IBM

  • Oracle

  • SAP

  • Sitecore and

  • Episerver


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.



Digital Customer Experience and Service Automation Market by Application

  • Retail

  • BFSI

  • Telecom

  • Healthcare

  • Transportation & Logistics and

  • Others


The report also includes the complete insight of the industry and aims to provide an opportunity for the emerging and established players to understand the market trends, current scenario, initiatives taken by the government, and the latest technologies related to the market. In addition, it helps the venture capitalists in understanding the companies better and to take informed decisions.

Digital Customer Experience and Service Automation Market by Regions

Even with a positive foundation in the North American region, inundated with the highest number of technology innovators and market disruptors, it has not directly translated to significantly high formal enterprise level strategic implementations. A large number of organizations in the region are still lagging behind their counterparts in some of the nations across APAC and Europe, with over 20% organizations still besieged in the planning phase and almost 25% with digital strategies started in siloes.

  • North America

  • Europe-Middle East & Africa (EMEA)

  • Asia Pacific (APAC) and

  • Latin America




Digital Customer Experience and Service Automation Market Benefits

The report provides an in-depth analysis of the digital customer experience and service automation (DXE) market. The increasingly competitive market environment with widespread digital transformation initiatives represents attractive opportunities for all prominent key stakeholders in the market including service providers, OEMs, and digital software platform providers. The DXE offerings aim at creating seamless customer engagement and reduce operational silos, thereby creating a congenial and sustainable business environment. This report is directed to address opportunities for almost all key stakeholders including.

  • Application developers and solution vendors

  • System integrators and resellers

  • Professional training providers

  • Managed service providers

  • OEM vendors

  • IT governance consultants, auditors, and manager

  • End-users – consumers/enterprise users

1     Report Outline 

1.1 Research Objective
1.2 Market Definition and Scope
1.3 Report Assumptions and Methodology

2     Market Snapshot 

2.1 Executive Summary

2.2 Related Markets
2.2.1 Digital Transformation
2.2.2 Artificial Intelligence

3     Market Outlook 

3.1 Market Evolution

3.2 Market Trends and Impact

3.3 Market Dynamics
3.3.1 Drivers
3.3.1.1 Increasing number of digital platforms
3.3.1.2 Need for optimum customer journey
3.3.2 Restraints
3.3.2.1 Disillusioned existing omni-channel strategies
3.3.2.2 Data security and privacy concern
3.3.3 Opportunities
3.3.3.1 Account-based marketing
3.3.3.2 Robust and efficient business processes
3.3.4 DRO – Impact Analysis

4     Market Characteristics 

4.1 Innovation Spotlight
4.2 Best Practices and Regulations

5     Components: Market Size & Analysis 

5.1 Overview
5.2 DXE Ecosystem and Key Trends

6     Tools: Market Size & Analysis 

6.1 Overview

6.2 Software
6.2.1 Customer Intelligence
6.2.2 Data Governance
6.2.3 Process Automation
6.2.4 Intelligent Apps and Recommendation Engine
6.2.5 Others

6.3 Hardware
6.3.1 Camera
6.3.2 Sensor Unit
6.3.3 Smart Digital Display
6.3.4 Others

7     Services: Market Size & Analysis 

7.1 Overview
7.2 Training and Consulting
7.3 Support and Maintenance
7.4 Deployment and Integration

8     Application Area: Market Size & Analysis 

8.1 Overview

8.2 Retail

8.2.1 Personalized Marketing
8.2.2 Pricing Optimization
8.2.3 Fraud Detection and Risk Assessment

8.3 Transportation and Logistics
8.3.1 Demand Responsive Transport
8.3.2 Automated Emergency and Incident Management
8.3.3 Driver and Passenger Assistance

8.4 BFSI
8.4.1 Personalised Recommendation
8.4.2 Fraud Detection and Risk Assessment
8.4.3 Digital Assistance

8.5 Telecom
8.5.1 Personalized Services
8.5.2 Risk Assessment

8.6 Healthcare
8.6.1 Personalized Patient Monitoring and Treatment
8.6.2 Digital Assistance
8.6.3 Medical Records Management and Security

9     Regions 

9.1 Overview

9.2 North America
9.2.1 North America: DXE market overview
9.2.2 Market Analysis
9.2.2.1 North America DXE market analysis by components
9.2.2.1.1 Software
9.2.2.1.2 Hardware
9.2.2.1.3 Services
9.2.2.2 North America DXE market analysis by application areas

9.3 Europe, Middle East, and Africa (EMEA)
9.3.1 EMEA: DXE market overview
9.3.1.1 Europe: DXE market overview
9.3.1.2 Rest of EMEA: DXE market overview
9.3.2 Market Analysis
9.3.2.1 EMEA DXE market analysis by components
9.3.2.1.1 Software
9.3.2.1.2 Hardware
9.3.2.1.3 Services
9.3.2.2 EMEA DXE market analysis by application areas

9.4 Asia Pacific (APAC)
9.4.1 APAC: DXE market overview
9.4.1.1 APAC: DXE market overview
9.4.2 Market Analysis
9.4.2.1 APAC DXE market analysis by components
9.4.2.1.1 Software
9.4.2.1.2 Hardware
9.4.2.1.3 Services
9.4.2.2 APAC DXE market analysis by application areas

10  Competitive Landscape 

11  Companies to watch for 

11.1 Adobe
11.1.1 Overview
11.1.2 Geographic Presence
11.1.3 Offerings
11.1.4 Recent Developments

11.2 Salesforce
11.2.1 Overview
11.2.2 Geographic Presence
11.2.3 Offerings
11.2.4 Recent Developments

11.3 IBM
11.3.1 Overview
11.3.2 Geographic Presence
11.3.3 Offerings
11.3.4 Recent Developments

11.4 Oracle
11.4.1 Overview
11.4.2 Geographic Presence
11.4.3 Offerings
11.4.4 Recent Developments

11.5 SAP
11.5.1 Overview
11.5.2 Geographic Presence
11.5.3 Offerings
11.5.4 Recent Developments

12  Key Innovators 

12.1 Sitecore
12.1.1 Overview
12.1.2 Offerings

12.2 Episerver
12.2.1 Overview
12.2.2 Offerings

13  Annexure 

13.1 Acronyms
13.2 Additional Available Customizations

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
Methodology

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.

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Digital Customer Experience and Service Automation Market Forecast to 2023
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