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Asia Pacific Digital Customer Experience and Service Automation (DXE) Market Forecast 2019–2025

  • April, 2020
  • Domain: ICT - Software & Services,digital technologies
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Digital Customer Experience and Service Automation (DXE) includes an entire ecosystem that comprises digital transformational components that are elusive for the enablement of an optimal and cohesive digital service delivery. Digital experience plays a vital role in today’s business environment to maintain the customer relationship. As a result, companies operating across verticals are increasingly investing in digital tools to effectively engage with customers. Additionally, as consistency plays a significant role in the delivery of an outstanding/differentiated customer experience, companies are strategically focusing on investing in automation solutions to optimize and streamline business processes such as order processing, shipment, marketing, and post-sales support.

Market Dynamics – Asia Pacific Asia Pacific Digital Customer Experience and Service Automation (DXE) Market

With increasing use of mobile devices and improving network connectivity, customers have been increasingly shifting from the traditional means of communication to “on-the-go” modern digital platforms, such as chatbots and social media. Growing adoption of digital platforms coupled with increasing investment in Digital Transformation (DX) technologies to transform the business functions in a customer-centric way is the key factor contributing to the growth of the Asia Pacific digital customer experience and service automation (DXE) market.

Asia Pacific Digital Customer Experience & Service Automation Market

Growing reliance on digital tools that facilitate mobile-first and omnichannel engagement to deliver seamless connected experience to customers across touchpoints by small and medium enterprises (SMEs) is further accelerating the growth of the Asia Pacific digital customer experience and service automation (DXE) market. Furthermore, increasing adoption of digital technologies such as Internet of Things (IoT), cloud, analytics, and artificial intelligence is further anticipated to fuel the growth of the Asia Pacific digital customer experience and service automation (DXE) market. However, concerns related to privacy and security are identified as restraints likely to deter the progression of the Asia Pacific digital customer experience and service automation (DXE) market during the forecast period.

Market Segmentation – Asia Pacific Digital Customer Experience and Service Automation (DXE) Market

The Asia Pacific digital customer experience and service automation (DXE) market is segmented based on tools, services, applications, and by country. Based on tools, the Asia Pacific digital customer experience and service automation (DXE) market is segmented into software and hardware. The software segment is sub-segmented into customer intelligence, data governance, process automation, intelligent apps and recommendation engine, and others. The hardware segment is sub-segmented into camera, sensor unit, smart digital display, and others. Based on services, the Asia Pacific digital customer experience and service automation (DXE) market is segmented into training and consulting, support and maintenance, and deployment and integration. Based on applications, the Asia Pacific digital customer experience and service automation (DXE) market is segmented into retail, transportation and logistics, BFSI, telecom, and healthcare.

Digital Customer Experience & Service Automation

Country-level Outlook – Asia Pacific Digital Customer Experience and Service Automation (DXE) Market

In terms of country-wise analysis, the Asia Pacific digital customer experience and service automation (DXE) market is segmented into China, Japan, Singapore, India, South Korea, Australia and New Zealand, and Others. Among these countries, China dominates the overall Asia Pacific digital customer experience and service automation (DXE) market and is expected to maintain dominance throughout the forecast period. This is mainly due to expanding data center infrastructure and rising preference for a software-centric network model to automate the network management procedures.

Benefits and Vendors – Asia Pacific Digital Customer Experience and Service Automation (DXE) Market

The study on the Asia Pacific digital customer experience and service automation (DXE) market contains an in-depth analysis of vendors, which includes financial health, business units, key business priorities, SWOT, strategies, and views, and competitive landscape. Few of the key players highlighted in this study include Salesforce, Adobe, IBM, SAP, Oracle, Zoho Corporation, Accenture, Tech Mahindra, Infosys, Cognizant, and Uniphore.

The study offers a comprehensive analysis of the “Asia Pacific digital customer experience and service automation (DXE) market”. Bringing out the complete key insights of the industry, the report aims to provide an insight into the latest trends, current market scenario, and technologies related to the market. In addition, it helps the venture capitalists to understand the revenue opportunities across different segments to take better decisions.

  1. Report Outline
    1. Research Objective
    2. Market Definition and Scope
    3. Report Assumptions and Methodology
  2. Market Snapshot
    1. Executive Summary
    2. Related Markets
      1. Digital Transformation
      2. Artificial Intelligence
  3. Market Outlook
    1. Market Evolution
    2. Market Trends and Impact
    3. Market Dynamics
      1. Drivers
        1. Increasing number of digital platforms
        2. Need for optimum customer journey
      2. Restraints
        1. Disillusioned existing omnichannel strategies
        2. Data security and privacy concern
      3. Opportunities
        1. Account-based marketing
        2. Robust and efficient business processes
      4. DRO – Impact Analysis
  4. Market Characteristics
    1. Best Practices and Regulations
  5. Components: Market Size & Analysis
    1. Overview
    2. DXE Ecosystem and Key Trends
  6. Tools: Market Size & Analysis
    1. Overview
    2. Software
      1. Customer Intelligence
      2. Data Governance
      3. Process Automation
      4. Intelligent Apps and Recommendation Engine
      5. Others
    3. Hardware
      1. Camera
      2. Sensor Unit
      3. Smart Digital Display
      4. Others
  7. Services: Market Size & Analysis
    1. Overview
    2. Training and Consulting
    3. Support and Maintenance
    4. Deployment and Integration
  8. Application Area: Market Size & Analysis
    1. Overview
    2. Retail
      1. Personalized Marketing
      2. Pricing Optimization
      3. Fraud Detection and Risk Assessment
    3. Transportation and Logistics
      1. Demand Responsive Transport
      2. Automated Emergency and Incident Management
      3. Driver and Passenger Assistance
    4. BFSI
      1. Personalized Recommendation
      2. Fraud Detection and Risk Assessment
      3. Digital Assistance
    5. Telecom
      1. Personalized Services
      2. Risk Assessment
    6. Healthcare
      1. Personalized Patient Monitoring and Treatment 
      2. Digital Assistance
      3. Medical Records Management and Security
  9. Countries
    1. Overview
    2. China
    3. Japan
    4. Singapore
    5. India
    6. South Korea
    7. Australia and New Zealand
    8. Others
  10. Competitive Landscape
  11. Company Profiles
    1. Salesforce
    2. Adobe
    3. IBM
    4. Oracle
    5. SAP
  12. Companies to Watch For
    1. Zoho Corporation
    2. Accenture
    3. Tech Mahindra
    4. Infosys
    5. Cognizant
    6. Uniphore
  13. Annexure
    1. Acronyms
    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

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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