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Global Customer Journey Analytics Market – Industry Trends and Forecast to 2030

  • ICT
  • Upcoming Report
  • Oct 2023
  • Global
  • 350 Pages
  • No of Tables: 220
  • No of Figures: 60

Global Customer Journey Analytics Market – Industry Trends and Forecast to 2030

Market Size in USD Billion

CAGR - % Diagram

Diagram Forecast Period 2022–2030
Diagram Market Size (Base Year) USD 9.96 Billion
Diagram Market Size (Forecast Year) USD 41.70 Billion
Diagram CAGR %

Global Customer Journey Analytics Market, By Component (Software, Services), Interaction (Mobile, Social Media, Web, Call Center, Email, Branch/Store, Others), Deployment Mode (Cloud, On-Premise), Organization Size (SMEs, Large Enterprises), Application (Customer Churn Analysis, Product Management, Brand Management, Customer Behavioral Analysis, Campaign Management, Customer Segmentation and Targeting, Others), End User (BFSI, Manufacturing, Government and  Defense, Telecommunications and IT, Automotive and Transportation, Retail and Ecommerce, Healthcare and Life Science, Media and Entertainment, Travel and Hospitality, Energy and Utilities, Others) - Industry Trends and Forecast to 2030.

Customer Journey Analytics Market Analysis and Size

Customer journey analytics  provides a toolkit to business intelligence and knowledge science groups that facilitate them sew and analyze cross-channel knowledge. Its capabilities deliver context and clarity to the advanced multichannel client journey. This context, once paired with tools like SQL and Analysis space, give unjust insight into the way to take away pain points from the client conversion method and deliver positive experiences within the moments that matter the foremost.

The global customer journey analytics market was valued at USD 9.96 billion in 2022 and is expected to reach USD 41.70 billion by 2030, registering a CAGR of 19.6% during the forecast period of 2023-2030. “Software” dominates the component segment of the global customer journey analytics market due to demand for consumer analytics dashboard systems. In addition to the market insights such as market value, growth rate, market segments, geographical coverage, market players, and market scenario, the market report curated by the Data Bridge Market Research team includes in-depth expert analysis, import/export analysis, pricing analysis, production consumption analysis, and pestle analysis.

Customer Journey Analytics Market Scope and Segmentation

Report Metric

Details

Forecast Period

2023  to 2030

Base Year

2022

Historic Years

2020 ((Customizable to 2015- 2020)

Quantitative Units

Revenue in USD billion, Volumes in Units, Pricing in USD

Segments Covered

Component (Software, Services), Interaction (Mobile, Social Media, Web, Call Center, Email, Branch/Store, Others), Deployment Mode (Cloud, On-Premise), Organization Size (SMEs, Large Enterprises), Application (Customer Churn Analysis, Product Management, Brand Management, Customer Behavioral Analysis, Campaign Management, Customer Segmentation and Targeting, Others), End User (BFSI, Manufacturing, Government and Defense, Telecommunications and IT, Automotive and Transportation, Retail and Ecommerce, Healthcare and Life Science, Media and Entertainment, Travel and Hospitality, Energy and Utilities, Others)

Countries Covered

U.S., Canada, Mexico, Brazil, Argentina, Rest of South America, Germany, Italy, U.K., France, Spain, Netherlands, Belgium, Switzerland, Turkey, Russia, Rest of Europe, Japan, China, India, South Korea, Australia, Singapore, Malaysia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific, Saudi Arabia, U.A.E, South Africa, Egypt, Israel, Rest of the Middle East and Africa

Market Players Covered

Oracle (U.S.), Adobe. (U.S.), Salesforce, Inc. (U.S.),NICE (U.S.),SAP (Germany),Google (U.S.),Microsoft (U.S.), Genesys. (U.S.), Cisco Systems, Inc. (U.S.), Teradata. (U.S.),Alterian. (U.S.), Pointillist. (U.S.),inQuba (South Africa),Kitewheel (U.S.), Verint Systems Inc. (U.S.), Thunderhead (UK),Servion Global Solutions (India), CallMiner. (U.S.), NGDATA, Inc. (Belgium), Acoustic (U.S.),FirstHive (U.S.),CaliberMind (U.S.),Amperity, Inc.  (U.S.), Cerebri AI (U.S.)

Market Opportunities

  • Focus on virtual touchpoints
  • Rising research and development opportunities
  • Increase in the demand for real-time customer journey analytics for generating actionable insights

Market Definition

Customer journey analytics is weaving together of each touch- point that a consumer interacts across multiple channels. Customer journey analytics provides marketers and professionals of the client experience a unique and important tool to understand and engage with each consumer at a particular position. One can determine the most important consumer peregrinations and can prioritize these openings that vastly impact business pretensions by assaying enormous data points in real- time..

Global Customer Journey Analytics Market Dynamics

Drivers

  • Growing Need to Provide Better Customer Experience

The recent technology and digital metamorphosis smash have led to a client revolution in terms of changes in buying actions, choices, and modes. Guests no longer predicate their fidelity on price or product. Rather, they stay pious to companies due to the experience they admit. Client experience encompasses every aspect of a company’s immolation — the quality of client care, of course, but also advertising, packaging, product and service features, ease of use, and trust ability. Exceptional client experience is the stylish competitive advantage a company can secure. Client experience has risen in significance over the last decade and is now lauded as the primary competitive battlefield for enterprises across diligence. From fiscal services and telecommunications to healthcare and retail, it's now honored that exceptional  customer experience can significantly impact business issues, similar as a share of portmanteau, retention, and client continuance value.

  • Increased Number of Industries Globally

Growing number of small and medium scale enterprises all around the globe is one of the major factors fostering the growth of the market. In other words, increased number of banking, financial services, and insurance (BFSI), government and public sector, healthcare and life sciences, manufacturing, retail and e-commerce, telecommunication, and IT industries, is directly influencing the growth rate of the market.

Opportunities

  • Rise in Demand for Real-Time Customer Journey

In moment’s digital and big data period, data can be structured or unshaped, and utmost of it resides outside enterprises. Therefore, it has come pivotal to have a platform that can be used to integrate various client information. Presently, enterprises need a comprehensive client trip analytics platform that can collect a high volume of client data in real time to give meaningful perceptivity. This can assimilate data, structure, upgrade, give the exploratory capability, identify and estimate various patterns, and help make sapience- grounded opinions briskly. The client trip analytics offers layers that enable druggies to explore data in understanding client requirements and design trends, and draw precious perceptivity using known analysis styles, similar as deals and marketing optimization, cost optimization, threat operation, and social network analysis. The rearmost data and analytics tools are projected to give growth openings to dissect data for the benefit of guests and the request.

Restraints/ Challenges

  • Difficulty in Quantifying Customer Experience RoI (Return of Investment )

All associations want to measure and manage their sweats with figures. Quantifying the RoI (return of investment ) of client experience is the toughest challenge for customer experience leaders, but it's most important for brands to justify fiscal results. Organizations across diligence struggle to connect client and peregrinations to business-critical KPIs, similar as profit, churn, and cost to serve. The association faces an incapability to measure the impact of customer experience on business issues, which makes it delicate to secure a customer experience budget. Organizations that are challenged to quantify the ROI  (return of investment )  of customer experience enterprise report stagnant budgets or small diminishments. Without coffers, customer experience leaders cannot invest in the technology necessary to effectively measure and ameliorate client experience. Investing in customer experience brings a strong return on investment. A large quantum of structured and unshaped databases bear significant coffers, similar as plutocrat, time, and workers, to dissect. This creates issues that block the optimum RoI  (return of investment )  from client trip analytics.

  • Data Security and Privacy Concerns

Security pitfalls are projected to grow indeed further in the future. In the once four times, the fiscal impact of cybercrimes has increased by nearly 78, and the time it takes to resolve cyberattacks has doubled. The increase in data from various sources is clumsy for several IT brigades. The associations are gathering data through multiple touchpoints and measuring it nearly. Similar data, which is used in support and dispatches, may include a variety of data types, similar as public information, big data, and small data collected from the guests. This data can include warrants, individual preferences, and streamlined contact information on products, services, and communication platforms. Therefore, the merchandisers need to insure high- position data security to maintain client trust.

This global customer journey analytics market report provides details of new recent developments, trade regulations, import-export analysis, production analysis, value chain optimization, market share, impact of domestic and localized market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, strategic market growth analysis, market size, category market growths, application niches and dominance, product approvals, product launches, geographic expansions, technological innovations in the market. To gain more info on the global customer journey analytics market  contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.

Impact and Current Market Scenario of Raw Material Shortage and Shipping Delays

Data Bridge Market Research offers a high-level analysis of the market and delivers information by keeping in account the impact and current market environment of raw material shortage and shipping delays. This translates into assessing strategic possibilities, creating effective action plans, and assisting businesses in making important decisions.

Apart from the standard report, we also offer in-depth analysis of the procurement level from forecasted shipping delays, distributor mapping by region, commodity analysis, production analysis, price mapping trends, sourcing, category performance analysis, supply chain risk management solutions, advanced benchmarking, and other services for procurement and strategic support.

Expected Impact of Economic Slowdown on the Pricing and Availability of Products

When economic activity slows, industries begin to suffer. The forecasted effects of the economic downturn on the pricing and accessibility of the products are taken into account in the market insight reports and intelligence services provided by DBMR. With this, our clients can typically keep one step ahead of their competitors, project their sales and revenue, and estimate their profit and loss expenditures.

Recent Developments

  • In January 2021, NICE launched the new intertwined capabilities between NICE in Contact CUSTOMER EXPERIENCEone and Microsoft Brigades, empowering real- time recording as well as comity with a range of affiliated operations. This launch of new capabilities will enable guests to guard every commerce using global, carrier- grade voice services
  • In December 2020, Genesys launched Genesys Digital, a new business unit of Genesys. Genesys Digital will concentrate on enabling companies to keep pace with consumers’ evolving preferences for digital engagement across the client trip, whether using webchat for an inquiry, cataloging an appointment via textbook, or entering care from a chatbot
  • In November 2020, SAP completed the accession of Emarsys, an omnichannel client engagement platform provider. The Emarsys products will be added to the SAP Client Experience portfolio. The addition of Emarsys products in the SAP Client Experience portfolio will enable SAP to engage guests and deliver hyperactive- substantiated, omnichannel engagements in real time.

Global Customer Journey Analytics Market Scope

The global customer journey analytics market is segmented on the basis of component, interaction deployment mode, organization size, application, and end user. The growth amongst these segments will help you analyze meagre growth segments in the industries and provide the users with a valuable market overview and market insights to help them make strategic decisions for identifying core market applications.

Component  

  • Solution
  • Services

Interaction

  • Mobile
  • Social Media
  • Web
  • Call Center
  • Email
  • Branch/Store
  • Others

Deployment Mode

  • Cloud
  • On-Premise

Organization Size

  • Large Enterprises
  • Small and Medium-Sized Enterprises

Application

  • Customer Churn Analysis
  • Product Management
  • Brand Management
  • Customer Behavioral Analysis
  • Campaign Management
  • Customer Segmentation and Targeting
  • Others

End User

  • BFSI
  • Manufacturing
  • Government and Defense
  • Telecommunications and IT
  • Automotive and Transportation
  • Retail and Ecommerce
  • Healthcare and Life Science
  • Media and  Entertainment
  • Travel and Hospitality
  • Energy and Utilities
  • Others

Global Customer Journey Analytics Market Region Analysis/Insights

The global customer journey analytics market is analysed and market size insights and trends are provided by country, component, interaction deployment mode, organization size, application, and end user as referenced above.

The regions covered in the global customer journey analytics market are North America, South America, Europe, Asia-Pacific, and the Middle East and Africa. The countries covered in the global customer journey analytics market report are U.S., Canada, Mexico, Brazil, Argentina, the Rest of South America, Germany, Italy, U.K., France, Spain, Netherlands, Belgium, Switzerland, Turkey, Russia, Rest of Europe, Japan, China, India, South Korea, Australia, Singapore, Malaysia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific, Saudi Arabia, U.A.E, South Africa, Egypt, Israel, Rest of the Middle East and Africa.

North America dominates the global customer journey analytics market due to the rise in demand for the product from the consumer electronics and medical sectors, and technological advancements within the region.

Asia-Pacific (APAC) is expected to witness significant growth during the forecast period 2023-2030 because of the high prevalence of the emergence of new innovative products in the region. Also, the presence and availability of global brands and the challenges faced due to large or scarce competition from local and domestic brands, the impact of domestic tariffs, and trade routes are considered while providing forecast analysis of the region data.

Competitive Landscape and Global Customer Journey Analytics Market Share Analysis

The global customer journey analytics market competitive landscape provides details of competitors. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, global presence, production sites and facilities, production capacities, company strengths and weaknesses, product launch, product width and breadth, and application dominance. The above data points provided are only related to the companies' focus related to the global customer journey analytics market

Some of the major players operating in the global customer journey analytics market are:

  • Oracle (U.S.)
  •  Adobe. (U.S.)
  • Salesforce, Inc. (U.S.)
  • NICE (U.S.)
  • SAP (Germany)
  • Google (U.S.)
  • Microsoft (U.S.)
  • Genesys. (U.S.)
  • Cisco Systems, Inc. (U.S.)
  • Teradata. (U.S.)
  • Alterian. (U.S.)
  • Pointillist. (U.S.)
  • inQuba (South Africa)
  • Kitewheel (U.S.)
  • Verint Systems Inc. (U.S.)
  • Thunderhead (UK)
  • Servion Global Solutions (India)
  • CallMiner. (U.S.)
  • NGDATA, Inc. (Belgium)
  • Acoustic (U.S.)
  • FirstHive (U.S.)
  • CaliberMind (U.S.)
  • Amperity, Inc.  (U.S.)
  • Cerebri AI (U.S.)


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Research Methodology:

Data collection and base year analysis are done using data collection modules with large sample sizes. The stage includes obtaining market information or related data through various sources and strategies. It includes examining and planning all the data acquired from the past in advance. It likewise envelops the examination of information inconsistencies seen across different information sources. The market data is analysed and estimated using market statistical and coherent models. Also, market share analysis and key trend analysis are the major success factors in the market report. To know more, please request an analyst call or drop down your inquiry.

The key research methodology used by DBMR research team is data triangulation which involves data mining, analysis of the impact of data variables on the market and primary (industry expert) validation. Data models include Vendor Positioning Grid, Market Time Line Analysis, Market Overview and Guide, Company Positioning Grid, Patent Analysis, Pricing Analysis, Company Market Share Analysis, Standards of Measurement, Global versus Regional and Vendor Share Analysis. To know more about the research methodology, drop in an inquiry to speak to our industry experts.

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Data Bridge Market Research is a leader in advanced formative research. We take pride in servicing our existing and new customers with data and analysis that match and suits their goal. The report can be customized to include price trend analysis of target brands understanding the market for additional countries (ask for the list of countries), clinical trial results data, literature review, refurbished market and product base analysis. Market analysis of target competitors can be analyzed from technology-based analysis to market portfolio strategies. We can add as many competitors that you require data about in the format and data style you are looking for. Our team of analysts can also provide you data in crude raw excel files pivot tables (Fact book) or can assist you in creating presentations from the data sets available in the report.

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FREQUENTLY ASK QUESTIONS

The customer journey analytics market size will be worth USD 41.70 billion by 2030.
The growth rate of the customer journey analytics market is 19.6% in the forecast period by 2030.
The growing need to provide better customer experience & growing number of small and medium scale enterprises are the growth drivers of the customer journey analytics market.
Component, interaction deployment mode, organization size, application, and end-user are the factors on which the customer journey analytics market research is based.
Major companies in the customer journey analytics market are Oracle (U.S.), Adobe. (U.S.), Salesforce, Inc. (U.S.),NICE (U.S.),SAP (Germany),Google (U.S.),Microsoft (U.S.), Genesys. (U.S.), Cisco Systems, Inc. (U.S.), Teradata. (U.S.),Alterian. (U.S.), Pointillist. (U.S.),inQuba (South Africa),Kitewheel (U.S.), Verint Systems Inc. (U.S.), Thunderhead (UK),Servion Global Solutions (India), CallMiner. (U.S.), NGDATA, Inc. (Belgium), Acoustic (U.S.),FirstHive (U.S.),CaliberMind (U.S.),Amperity, Inc. (U.S.), Cerebri AI (U.S.)
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