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カスタマージャーニー分析市場レポート：コンポーネント、タッチポイント、展開、組織規模、用途、業界別、地域別、2024～2032年

Customer Journey Analytics Market Report by Component, Touchpoint, Deployment, Organization Size, Application, Industry Vertical, and Region 2024-2032
出版日: | 発行: IMARC | ページ情報: 英文 135 Pages | 納期: 2～3営業日

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価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=158.97円
カスタマージャーニー分析市場レポート：コンポーネント、タッチポイント、展開、組織規模、用途、業界別、地域別、2024～2032年
出版日: 2024年04月08日
発行: IMARC
ページ情報: 英文 135 Pages
納期: 2～3営業日
  • 全表示
  • 概要
  • 図表
  • 目次
概要

世界のカスタマージャーニー分析市場規模は2023年に130億米ドルに達しました。今後、IMARC Groupは、市場は2032年までに486億米ドルに達し、2024～2032年の間に15.4%の成長率（CAGR）を示すと予測しています。

カスタマージャーニー分析とは、カスタマージャーニーのあらゆるタッチポイントにおける顧客体験を分析・追跡するプロセスを指します。カスタマージャーニー分析には、獲得、活性化、導入の3つの主要段階が含まれます。カスタマージャーニー分析は、組織や企業が顧客の行動をリアルタイムで把握するために広く利用されています。カスタマージャーニー分析には、顧客セグメンテーション、予測分析、リアルタイム分析などの高度な分析手法が含まれます。カスタマージャーニー分析は、あらゆるチャネルからのデータを1つのインターフェースに統合し、全体的な視点からより良い意思決定を支援します。また、顧客行動の予測、消費者体験の向上、収益の増加、顧客獲得の促進にも役立ちます。その結果、IT・通信、医療、ホスピタリティ、旅行、銀行・金融サービス・保険（BFSI）の各業界で広く利用されています。

カスタマージャーニー分析市場の動向：

世界のデジタル化の進展は、市場成長に明るい展望をもたらしています。これに加えて、さまざまな組織で戦略的意思決定を支援する洞察を得るために情報をデジタル形式に変換する必要性が高まっていることも、市場成長に好影響を与えています。さらに、トラフィック分析とeコマース分析を行うための製品採用が広がっていることも、市場の開拓を後押ししています。これとは別に、カスタマージャーニー中にインテリジェントで便利な、情報に基づいたカスタマーエクスペリエンスの提供を支援する人工知能（AI）の統合など、さまざまな技術的進歩が市場成長に弾みをつけています。さらに、小売業やeコマース業界では、複数のチャネルにまたがるカスタマージャーニーをリアルタイムで追跡する製品需要が高まっており、パーソナライズされたオムニチャネル体験の導入が市場成長にプラスの影響を与えています。その他、様々な業界における分析ソフトウェアの普及、スマートフォンの普及率向上、複数のプラットフォームにおける一貫したカスタマーサポートに対する需要の高まりなどが、市場をさらに牽引すると予測されます。

本レポートで扱う主要質問

  • 2023年の世界のカスタマージャーニー分析市場規模は？
  • 2024～2032年の世界のカスタマージャーニー分析市場の予想成長率は？
  • 世界のカスタマージャーニー分析市場を促進する主要要因は？
  • COVID-19がカスタマージャーニー分析の世界市場に与えた影響は？
  • カスタマージャーニー分析の世界市場のコンポーネント別の区分は？
  • カスタマージャーニー分析の世界市場のタッチポイント別の区分は？
  • カスタマージャーニー分析の世界市場の展開別の区分は？
  • カスタマージャーニー分析の世界市場の用途別区分は？
  • カスタマージャーニー分析の世界市場の業種別区分は？
  • カスタマージャーニー分析の世界市場における主要地域は？
  • カスタマージャーニー分析の世界市場における主要参入企業は？

目次

第1章 序文

第2章 調査範囲と調査手法

  • 調査目的
  • 利害関係者
  • データソース
    • 一次情報
    • 二次情報
  • 市場推定
    • ボトムアップアプローチ
    • トップダウンアプローチ
  • 調査手法

第3章 エグゼクティブサマリー

第4章 イントロダクション

  • 概要
  • 主要業界動向

第5章 世界のカスタマージャーニー分析市場

  • 市場概要
  • 市場実績
  • COVID-19の影響
  • 市場予測

第6章 市場内訳：コンポーネント別

  • ソリューション
  • サービス

第7章 市場内訳：タッチポイント別

  • ウェブ
  • ソーシャルメディア
  • モバイル
  • メール
  • 支店・店舗
  • コールセンター
  • その他

第8章 市場内訳：展開別

  • オンプレミス
  • クラウド型

第9章 市場内訳：組織規模別

  • 大企業
  • 中小企業

第10章 市場内訳：用途別

  • 顧客セグメンテーションとターゲティング
  • 顧客行動分析
  • 顧客離反分析
  • ブランドマネジメント
  • キャンペーンマネジメント
  • 製品管理
  • その他

第11章 市場内訳：業界別

  • BFSI
  • IT・通信
  • 小売とeコマース
  • 医療
  • メディアとエンターテイメント
  • 旅行とホスピタリティ
  • その他

第12章 市場内訳：地域別

  • 北米
    • 米国
    • カナダ
  • アジア太平洋
    • 中国
    • 日本
    • インド
    • 韓国
    • オーストラリア
    • インドネシア
    • その他
  • 欧州
    • ドイツ
    • フランス
    • 英国
    • イタリア
    • スペイン
    • ロシア
    • その他
  • ラテンアメリカ
    • ブラジル
    • メキシコ
    • その他
  • 中東・アフリカ
    • 市場動向
    • 市場内訳：国別
    • 市場予測

第13章 SWOT分析

  • 概要
  • 強み
  • 弱み
  • 機会
  • 脅威

第14章 バリューチェーン分析

第15章 ポーターのファイブフォース分析

  • 概要
  • 買い手の交渉力
  • 供給企業の交渉力
  • 競合の程度
  • 新規参入業者の脅威
  • 代替品の脅威

第16章 価格分析

第17章 競合情勢

  • 市場構造
  • 主要企業
  • 主要企業のプロファイル
    • Adobe Inc.
    • Callminer Inc.
    • Cisco Systems Inc.
    • Genesys Telecommunications Laboratories Inc.
    • Google LLC（Alphabet Inc.）
    • International Business Machines Corporation
    • Microsoft Corporation
    • NICE Ltd.
    • Oracle Corporation
    • Salesforce Inc.
    • SAP SE
    • Teradata Corporation
    • Verint Systems Inc.
図表

List of Figures

  • Figure 1: Global: Customer Journey Analytics Market: Major Drivers and Challenges
  • Figure 2: Global: Customer Journey Analytics Market: Sales Value (in Billion US$), 2018-2023
  • Figure 3: Global: Customer Journey Analytics Market Forecast: Sales Value (in Billion US$), 2024-2032
  • Figure 4: Global: Customer Journey Analytics Market: Breakup by Component (in %), 2023
  • Figure 5: Global: Customer Journey Analytics Market: Breakup by Touchpoint (in %), 2023
  • Figure 6: Global: Customer Journey Analytics Market: Breakup by Deployment (in %), 2023
  • Figure 7: Global: Customer Journey Analytics Market: Breakup by Organization Size (in %), 2023
  • Figure 8: Global: Customer Journey Analytics Market: Breakup by Application (in %), 2023
  • Figure 9: Global: Customer Journey Analytics Market: Breakup by Industry Vertical (in %), 2023
  • Figure 10: Global: Customer Journey Analytics Market: Breakup by Region (in %), 2023
  • Figure 11: Global: Customer Journey Analytics (Solution) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 12: Global: Customer Journey Analytics (Solution) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 13: Global: Customer Journey Analytics (Services) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 14: Global: Customer Journey Analytics (Services) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 15: Global: Customer Journey Analytics (Web) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 16: Global: Customer Journey Analytics (Web) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 17: Global: Customer Journey Analytics (Social Media) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 18: Global: Customer Journey Analytics (Social Media) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 19: Global: Customer Journey Analytics (Mobile) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 20: Global: Customer Journey Analytics (Mobile) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 21: Global: Customer Journey Analytics (Email) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 22: Global: Customer Journey Analytics (Email) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 23: Global: Customer Journey Analytics (Branch and Store) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 24: Global: Customer Journey Analytics (Branch and Store) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 25: Global: Customer Journey Analytics (Call Center) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 26: Global: Customer Journey Analytics (Call Center) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 27: Global: Customer Journey Analytics (Other Touchpoints) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 28: Global: Customer Journey Analytics (Other Touchpoints) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 29: Global: Customer Journey Analytics (On-premises) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 30: Global: Customer Journey Analytics (On-premises) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 31: Global: Customer Journey Analytics (Cloud-based) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 32: Global: Customer Journey Analytics (Cloud-based) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 33: Global: Customer Journey Analytics (Large Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 34: Global: Customer Journey Analytics (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 35: Global: Customer Journey Analytics (Small and Medium-sized Enterprises) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 36: Global: Customer Journey Analytics (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 37: Global: Customer Journey Analytics (Customer Segmentation and Targeting) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 38: Global: Customer Journey Analytics (Customer Segmentation and Targeting) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 39: Global: Customer Journey Analytics (Customer Behavioral Analysis) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 40: Global: Customer Journey Analytics (Customer Behavioral Analysis) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 41: Global: Customer Journey Analytics (Customer Churn Analysis) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 42: Global: Customer Journey Analytics (Customer Churn Analysis) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 43: Global: Customer Journey Analytics (Brand Management) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 44: Global: Customer Journey Analytics (Brand Management) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 45: Global: Customer Journey Analytics (Campaign Management) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 46: Global: Customer Journey Analytics (Campaign Management) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 47: Global: Customer Journey Analytics (Product Management) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 48: Global: Customer Journey Analytics (Product Management) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 49: Global: Customer Journey Analytics (Other Applications) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 50: Global: Customer Journey Analytics (Other Applications) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 51: Global: Customer Journey Analytics (BFSI) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 52: Global: Customer Journey Analytics (BFSI) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 53: Global: Customer Journey Analytics (IT and Telecommunications) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 54: Global: Customer Journey Analytics (IT and Telecommunications) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 55: Global: Customer Journey Analytics (Retail and E-Commerce) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 56: Global: Customer Journey Analytics (Retail and E-Commerce) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 57: Global: Customer Journey Analytics (Healthcare) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 58: Global: Customer Journey Analytics (Healthcare) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 59: Global: Customer Journey Analytics (Media and Entertainment) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 60: Global: Customer Journey Analytics (Media and Entertainment) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 61: Global: Customer Journey Analytics (Travel and hospitality) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 62: Global: Customer Journey Analytics (Travel and hospitality) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 63: Global: Customer Journey Analytics (Other Industry Verticals) Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 64: Global: Customer Journey Analytics (Other Industry Verticals) Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 65: North America: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 66: North America: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 67: United States: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 68: United States: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 69: Canada: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 70: Canada: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 71: Asia-Pacific: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 72: Asia-Pacific: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 73: China: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 74: China: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 75: Japan: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 76: Japan: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 77: India: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 78: India: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 79: South Korea: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 80: South Korea: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 81: Australia: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 82: Australia: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 83: Indonesia: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 84: Indonesia: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 85: Others: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 86: Others: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 87: Europe: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 88: Europe: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 89: Germany: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 90: Germany: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 91: France: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 92: France: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 93: United Kingdom: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 94: United Kingdom: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 95: Italy: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 96: Italy: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 97: Spain: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 98: Spain: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 99: Russia: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 100: Russia: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 101: Others: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 102: Others: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 103: Latin America: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 104: Latin America: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 105: Brazil: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 106: Brazil: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 107: Mexico: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 108: Mexico: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 109: Others: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 110: Others: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 111: Middle East and Africa: Customer Journey Analytics Market: Sales Value (in Million US$), 2018 & 2023
  • Figure 112: Middle East and Africa: Customer Journey Analytics Market: Breakup by Country (in %), 2023
  • Figure 113: Middle East and Africa: Customer Journey Analytics Market Forecast: Sales Value (in Million US$), 2024-2032
  • Figure 114: Global: Customer Journey Analytics Industry: SWOT Analysis
  • Figure 115: Global: Customer Journey Analytics Industry: Value Chain Analysis
  • Figure 116: Global: Customer Journey Analytics Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: Customer Journey Analytics Market: Key Industry Highlights, 2023 and 2032
  • Table 2: Global: Customer Journey Analytics Market Forecast: Breakup by Component (in Million US$), 2024-2032
  • Table 3: Global: Customer Journey Analytics Market Forecast: Breakup by Touchpoint (in Million US$), 2024-2032
  • Table 4: Global: Customer Journey Analytics Market Forecast: Breakup by Deployment (in Million US$), 2024-2032
  • Table 5: Global: Customer Journey Analytics Market Forecast: Breakup by Organization Size (in Million US$), 2024-2032
  • Table 6: Global: Customer Journey Analytics Market Forecast: Breakup by Application (in Million US$), 2024-2032
  • Table 7: Global: Customer Journey Analytics Market Forecast: Breakup by Industry Vertical (in Million US$), 2024-2032
  • Table 8: Global: Customer Journey Analytics Market Forecast: Breakup by Region (in Million US$), 2024-2032
  • Table 9: Global: Customer Journey Analytics Market: Competitive Structure
  • Table 10: Global: Customer Journey Analytics Market: Key Players
目次
Product Code: SR112024A5921

The global customer journey analytics market size reached US$ 13.0 Billion in 2023. Looking forward, IMARC Group expects the market to reach US$ 48.6 Billion by 2032, exhibiting a growth rate (CAGR) of 15.4% during 2024-2032.

Customer journey analytics refers to the process of analyzing and tracking customer experience across every touchpoint in the customer journey. It involves acquisition, activation and adoption as its three main stages. It is widely used by organizations and enterprises to provide real-time insights into customer behavior. Customer journey analytics encompasses advanced analytics methods, such as customer segmentation, predictive analytics and real-time analytics. It combines data from every channel into a single interface that assists in making better decisions with a holistic view. It also aids in predicting customer behavior, improving consumer experience, increasing revenue and boosting customer acquisition. As a result, it is widely used across telecommunications, healthcare, hospitality, travel, and banking, financial services and insurance (BFSI) industries.

Customer Journey Analytics Market Trends:

The emergence of digitalization across the globe is creating a positive outlook for market growth. In addition to this, the increasing need to convert information into digital form to gain insights that support strategic decision-making in various organizations is favoring the market growth. Moreover, the widespread product adoption to perform traffic and e-commerce analytics is driving the development of the market. Apart from this, various technological advancements, such as the integration of artificial intelligence (AI) that assists in providing intelligent, convenient and informed customer experience during the customer journey, are providing an impetus to the market growth. Furthermore, the increasing product demand in the retail and e-commerce industries to track the customer journey across multiple channels in real-time and the introduction of personalized omnichannel experience is positively impacting the market growth. Other factors, including widespread adoption of analytics software in various industries, increasing penetration of smartphones, and the growing demand for consistent customer support across multiple platforms, are anticipated to drive the market further.

Key Market Segmentation:

IMARC Group provides an analysis of the key trends in each sub-segment of the global customer journey analytics market report, along with forecasts at the global, regional and country level from 2024-2032. Our report has categorized the market based on component, touchpoint, deployment, organization size, application and industry vertical.

Breakup by Component:

Solution

Services

Breakup by Touchpoint:

Web

Social Media

Mobile

Email

Branch and Store

Call Center

Others

Breakup by Deployment:

On-premises

Cloud-based

Breakup by Organization Size:

Large Enterprises

Small and Medium-sized Enterprises

Breakup by Application:

Customer Segmentation and Targeting

Customer Behavioral Analysis

Customer Churn Analysis

Brand Management

Campaign Management

Product Management

Others

Breakup by Industry Vertical:

BFSI

IT and Telecommunications

Retail and E-Commerce

Healthcare

Media and Entertainment

Travel and hospitality

Others

Breakup by Region:

North America

United States

Canada

Asia-Pacific

China

Japan

India

South Korea

Australia

Indonesia

Others

Europe

Germany

France

United Kingdom

Italy

Spain

Russia

Others

Latin America

Brazil

Mexico

Others

Middle East and Africa

Competitive Landscape:

The competitive landscape of the industry has also been examined along with the profiles of the key players being Adobe Inc., Callminer Inc., Cisco Systems Inc., Genesys Telecommunications Laboratories Inc., Google LLC (Alphabet Inc.), International Business Machines Corporation, Microsoft Corporation, NICE Ltd., Oracle Corporation, Salesforce Inc., SAP SE, Teradata Corporation and Verint Systems Inc.

Key Questions Answered in This Report

  • 1. What was the size of the global customer journey analytics market in 2023?
  • 2. What is the expected growth rate of the global customer journey analytics market during 2024-2032?
  • 3. What are the key factors driving the global customer journey analytics market?
  • 4. What has been the impact of COVID-19 on the global customer journey analytics market?
  • 5. What is the breakup of the global customer journey analytics market based on the component?
  • 6. What is the breakup of the global customer journey analytics market based on the touchpoint?
  • 7. What is the breakup of the global customer journey analytics market based on the deployment?
  • 8. What is the breakup of the global customer journey analytics market based on application?
  • 9. What is the breakup of the global customer journey analytics market based on the industry vertical?
  • 10. What are the key regions in the global customer journey analytics market?
  • 11. Who are the key players/companies in the global customer journey analytics market?

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

  • 4.1 Overview
  • 4.2 Key Industry Trends

5 Global Customer Journey Analytics Market

  • 5.1 Market Overview
  • 5.2 Market Performance
  • 5.3 Impact of COVID-19
  • 5.4 Market Forecast

6 Market Breakup by Component

  • 6.1 Solution
    • 6.1.1 Market Trends
    • 6.1.2 Market Forecast
  • 6.2 Services
    • 6.2.1 Market Trends
    • 6.2.2 Market Forecast

7 Market Breakup by Touchpoint

  • 7.1 Web
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2 Social Media
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast
  • 7.3 Mobile
    • 7.3.1 Market Trends
    • 7.3.2 Market Forecast
  • 7.4 Email
    • 7.4.1 Market Trends
    • 7.4.2 Market Forecast
  • 7.5 Branch and Store
    • 7.5.1 Market Trends
    • 7.5.2 Market Forecast
  • 7.6 Call Center
    • 7.6.1 Market Trends
    • 7.6.2 Market Forecast
  • 7.7 Others
    • 7.7.1 Market Trends
    • 7.7.2 Market Forecast

8 Market Breakup by Deployment

  • 8.1 On-premises
    • 8.1.1 Market Trends
    • 8.1.2 Market Forecast
  • 8.2 Cloud-based
    • 8.2.1 Market Trends
    • 8.2.2 Market Forecast

9 Market Breakup by Organization Size

  • 9.1 Large Enterprises
    • 9.1.1 Market Trends
    • 9.1.2 Market Forecast
  • 9.2 Small and Medium-sized Enterprises
    • 9.2.1 Market Trends
    • 9.2.2 Market Forecast

10 Market Breakup by Application

  • 10.1 Customer Segmentation and Targeting
    • 10.1.1 Market Trends
    • 10.1.2 Market Forecast
  • 10.2 Customer Behavioral Analysis
    • 10.2.1 Market Trends
    • 10.2.2 Market Forecast
  • 10.3 Customer Churn Analysis
    • 10.3.1 Market Trends
    • 10.3.2 Market Forecast
  • 10.4 Brand Management
    • 10.4.1 Market Trends
    • 10.4.2 Market Forecast
  • 10.5 Campaign Management
    • 10.5.1 Market Trends
    • 10.5.2 Market Forecast
  • 10.6 Product Management
    • 10.6.1 Market Trends
    • 10.6.2 Market Forecast
  • 10.7 Others
    • 10.7.1 Market Trends
    • 10.7.2 Market Forecast

11 Market Breakup by Industry Vertical

  • 11.1 BFSI
    • 11.1.1 Market Trends
    • 11.1.2 Market Forecast
  • 11.2 IT and Telecommunications
    • 11.2.1 Market Trends
    • 11.2.2 Market Forecast
  • 11.3 Retail and E-Commerce
    • 11.3.1 Market Trends
    • 11.3.2 Market Forecast
  • 11.4 Healthcare
    • 11.4.1 Market Trends
    • 11.4.2 Market Forecast
  • 11.5 Media and Entertainment
    • 11.5.1 Market Trends
    • 11.5.2 Market Forecast
  • 11.6 Travel and hospitality
    • 11.6.1 Market Trends
    • 11.6.2 Market Forecast
  • 11.7 Others
    • 11.7.1 Market Trends
    • 11.7.2 Market Forecast

12 Market Breakup by Region

  • 12.1 North America
    • 12.1.1 United States
      • 12.1.1.1 Market Trends
      • 12.1.1.2 Market Forecast
    • 12.1.2 Canada
      • 12.1.2.1 Market Trends
      • 12.1.2.2 Market Forecast
  • 12.2 Asia-Pacific
    • 12.2.1 China
      • 12.2.1.1 Market Trends
      • 12.2.1.2 Market Forecast
    • 12.2.2 Japan
      • 12.2.2.1 Market Trends
      • 12.2.2.2 Market Forecast
    • 12.2.3 India
      • 12.2.3.1 Market Trends
      • 12.2.3.2 Market Forecast
    • 12.2.4 South Korea
      • 12.2.4.1 Market Trends
      • 12.2.4.2 Market Forecast
    • 12.2.5 Australia
      • 12.2.5.1 Market Trends
      • 12.2.5.2 Market Forecast
    • 12.2.6 Indonesia
      • 12.2.6.1 Market Trends
      • 12.2.6.2 Market Forecast
    • 12.2.7 Others
      • 12.2.7.1 Market Trends
      • 12.2.7.2 Market Forecast
  • 12.3 Europe
    • 12.3.1 Germany
      • 12.3.1.1 Market Trends
      • 12.3.1.2 Market Forecast
    • 12.3.2 France
      • 12.3.2.1 Market Trends
      • 12.3.2.2 Market Forecast
    • 12.3.3 United Kingdom
      • 12.3.3.1 Market Trends
      • 12.3.3.2 Market Forecast
    • 12.3.4 Italy
      • 12.3.4.1 Market Trends
      • 12.3.4.2 Market Forecast
    • 12.3.5 Spain
      • 12.3.5.1 Market Trends
      • 12.3.5.2 Market Forecast
    • 12.3.6 Russia
      • 12.3.6.1 Market Trends
      • 12.3.6.2 Market Forecast
    • 12.3.7 Others
      • 12.3.7.1 Market Trends
      • 12.3.7.2 Market Forecast
  • 12.4 Latin America
    • 12.4.1 Brazil
      • 12.4.1.1 Market Trends
      • 12.4.1.2 Market Forecast
    • 12.4.2 Mexico
      • 12.4.2.1 Market Trends
      • 12.4.2.2 Market Forecast
    • 12.4.3 Others
      • 12.4.3.1 Market Trends
      • 12.4.3.2 Market Forecast
  • 12.5 Middle East and Africa
    • 12.5.1 Market Trends
    • 12.5.2 Market Breakup by Country
    • 12.5.3 Market Forecast

13 SWOT Analysis

  • 13.1 Overview
  • 13.2 Strengths
  • 13.3 Weaknesses
  • 13.4 Opportunities
  • 13.5 Threats

14 Value Chain Analysis

15 Porters Five Forces Analysis

  • 15.1 Overview
  • 15.2 Bargaining Power of Buyers
  • 15.3 Bargaining Power of Suppliers
  • 15.4 Degree of Competition
  • 15.5 Threat of New Entrants
  • 15.6 Threat of Substitutes

16 Price Analysis

17 Competitive Landscape

  • 17.1 Market Structure
  • 17.2 Key Players
  • 17.3 Profiles of Key Players
    • 17.3.1 Adobe Inc.
      • 17.3.1.1 Company Overview
      • 17.3.1.2 Product Portfolio
      • 17.3.1.3 Financials
      • 17.3.1.4 SWOT Analysis
    • 17.3.2 Callminer Inc.
      • 17.3.2.1 Company Overview
      • 17.3.2.2 Product Portfolio
    • 17.3.3 Cisco Systems Inc.
      • 17.3.3.1 Company Overview
      • 17.3.3.2 Product Portfolio
      • 17.3.3.3 Financials
      • 17.3.3.4 SWOT Analysis
    • 17.3.4 Genesys Telecommunications Laboratories Inc.
      • 17.3.4.1 Company Overview
      • 17.3.4.2 Product Portfolio
    • 17.3.5 Google LLC (Alphabet Inc.)
      • 17.3.5.1 Company Overview
      • 17.3.5.2 Product Portfolio
    • 17.3.6 International Business Machines Corporation
      • 17.3.6.1 Company Overview
      • 17.3.6.2 Product Portfolio
      • 17.3.6.3 Financials
      • 17.3.6.4 SWOT Analysis
    • 17.3.7 Microsoft Corporation
      • 17.3.7.1 Company Overview
      • 17.3.7.2 Product Portfolio
      • 17.3.7.3 Financials
      • 17.3.7.4 SWOT Analysis
    • 17.3.8 NICE Ltd.
      • 17.3.8.1 Company Overview
      • 17.3.8.2 Product Portfolio
      • 17.3.8.3 Financials
      • 17.3.8.4 SWOT Analysis
    • 17.3.9 Oracle Corporation
      • 17.3.9.1 Company Overview
      • 17.3.9.2 Product Portfolio
      • 17.3.9.3 Financials
      • 17.3.9.4 SWOT Analysis
    • 17.3.10 Salesforce Inc.
      • 17.3.10.1 Company Overview
      • 17.3.10.2 Product Portfolio
      • 17.3.10.3 Financials
      • 17.3.10.4 SWOT Analysis
    • 17.3.11 SAP SE
      • 17.3.11.1 Company Overview
      • 17.3.11.2 Product Portfolio
      • 17.3.11.3 Financials
      • 17.3.11.4 SWOT Analysis
    • 17.3.12 Teradata Corporation
      • 17.3.12.1 Company Overview
      • 17.3.12.2 Product Portfolio
      • 17.3.12.3 Financials
    • 17.3.13 Verint Systems Inc.
      • 17.3.13.1 Company Overview
      • 17.3.13.2 Product Portfolio
      • 17.3.13.3 Financials
      • 17.3.13.4 SWOT Analysis