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市場調査レポート

カスタマージャーニーアナリティクスの世界市場の予測 ~2022年:顧客の分類&ターゲット化・顧客の行動分析・キャンペーン管理

Customer Journey Analytics Market by Application (Customer Segmentation and Targeting, Customer Behavioral Analysis, Campaign Management), Touchpoint, Component, Deployment Model, Organization Size, Vertical, and Region - Global Forecast to 2022

発行 MarketsandMarkets 商品コード 565321
出版日 ページ情報 英文 174 Pages
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価格
本日の銀行送金レート: 1USD=108.54円で換算しております。
カスタマージャーニーアナリティクスの世界市場の予測 ~2022年:顧客の分類&ターゲット化・顧客の行動分析・キャンペーン管理 Customer Journey Analytics Market by Application (Customer Segmentation and Targeting, Customer Behavioral Analysis, Campaign Management), Touchpoint, Component, Deployment Model, Organization Size, Vertical, and Region - Global Forecast to 2022
出版日: 2017年10月09日 ページ情報: 英文 174 Pages
概要

世界のカスタマージャーニーアナリティクスの市場は予測期間中20.8%のCAGR (年間複合成長率) で推移し、2017年の47億6000万米ドルから、2022年には122億2000万米ドルの規模に成長すると予測されています。

当レポートでは、世界のカスタマージャーニーアナリティクスの市場を調査し、市場の定義と概要、技術動向、利用事例、市場成長への影響因子および市場機会の分析、用途・タッチポイント・コンポーネント・導入区分・地域/主要国など各種区分別の動向と市場規模の推移と予測、競合環境、主要事業者のプロファイルなどをまとめています。

FIGURE 8 CUSTOMER JOURNEY ANALYTICS MARKET

第1章 イントロダクション

第2章 調査手法

第3章 エグゼクティブサマリー

第4章 重要考察

  • 市場機会
  • 市場シェア:地域別
  • 産業・地域別市場

第5章 市場概要・産業動向

  • 市場概要
    • 市場力学
    • 推進因子
    • 抑制要因
    • 市場機会
    • 課題
  • 産業動向
    • アナリティクスプロセス
    • 利用事例
  • 主要技術
    • ビッグデータ
    • 機械学習
    • プレディクティブアナリティクス (予測分析)
  • 市場分析:データ形式別
    • テキスト
    • 画像
    • オーディオ・スピーチ
    • ビデオ

第6章 市場分析:用途別

  • イントロダクション
  • 顧客の分類・ターゲット化
  • 顧客の行動分析
  • 顧客による解約の分析
  • ブランド管理
  • キャンペーン管理
  • 製品管理
  • その他

第7章 市場分析:タッチポイント別

  • イントロダクション
  • ウェブ
  • ソーシャルメディア
  • モバイル
  • Eメール
  • ブランチ/ストア
  • コールセンター
  • その他

第8章 市場分析:コンポーネント別

  • イントロダクション
  • ソフトウェア
  • サービス
    • マネージド
    • プロフェッショナル
      • サポート&保守
      • コンサルティング

第9章 市場分析:導入モデル別

  • イントロダクション
  • オンプレミス
  • クラウド

第10章 市場分析:企業規模別

  • イントロダクション
  • 中小規模企業
  • 大企業

第11章 市場分析:産業別

  • イントロダクション
  • 銀行・金融サービス・保険
  • 通信・IT
  • 小売・Eコマース
  • ヘルスケア・ライフサイエンス
  • 製造
  • 政府・防衛
  • エネルギー・ユーティリティ
  • メディア・エンターテインメント
  • 旅行・ホスピタリティ
  • 自動車・輸送
  • その他

第12章 地域分析

  • イントロダクション
  • 北米
  • 欧州
  • アジア太平洋
  • 南米
  • 中東・アフリカ

第13章 企業プロファイル

  • SALESFORCE
  • IBM
  • ADOBE SYSTEMS
  • NICE SYSTEMS
  • SAP
  • VERINT SYSTEMS
  • POINTILLIST
  • CLICKFOX
  • QUADIENT
  • KITEWHEEL
  • SERVION
  • CALLMINER

第14章 付録

図表

図表

LIST OF TABLES

  • TABLE 1: UNITED STATES DOLLAR EXCHANGE RATE, 2014-2016
  • TABLE 2: EVALUATION CRITERIA
  • TABLE 3: COMPANY RANKING FOR CUSTOMER JOURNEY ANALYTICS MARKET, 2017
  • TABLE 4: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
  • TABLE 5: CUSTOMER SEGMENTATION AND TARGETING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 6: CUSTOMER BEHAVIORAL ANALYSIS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 7: CUSTOMER CHURN ANALYSIS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 8: BRAND MANAGEMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 9: CAMPAIGN MANAGEMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 10: PRODUCT MANAGEMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 11: OTHERS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 12: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 13: WEB: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 14: SOCIAL MEDIA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 15: MOBILE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 16: EMAIL: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 17: BRANCH/STORE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 18: CALL CENTER: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 19: OTHERS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 20: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
  • TABLE 21: SOFTWARE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 22: SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 23: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
  • TABLE 24: MANAGED SERVICES MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 25: PROFESSIONAL SERVICES MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 26: PROFESSIONAL SERVICES MARKET SIZE, BY TYPE, 2015-2022 (USD MILLION)
  • TABLE 27: SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 28: CONSULTING SERVICES MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 29: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
  • TABLE 30: ON-PREMISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 31: CLOUD: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 32: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
  • TABLE 33: SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 34: LARGE ENTERPRISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 35: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 36: BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 37: TELECOMMUNICATIONS AND IT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 38: RETAIL AND ECOMMERCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 39: HEALTHCARE AND LIFE SCIENCES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 40: MANUFACTURING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 41: GOVERNMENT AND DEFENSE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 42: ENERGY AND UTILITIES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 43: MEDIA AND ENTERTAINMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 44: TRAVEL AND HOSPITALITY: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 45: AUTOMOTIVE AND TRANSPORTATION: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 46: OTHERS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 47: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 48: NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
  • TABLE 49: NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
  • TABLE 50: NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
  • TABLE 51: NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
  • TABLE 52: NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 53: NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
  • TABLE 54: NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
  • TABLE 55: NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 56: EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
  • TABLE 57: EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
  • TABLE 58: EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
  • TABLE 59: EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
  • TABLE 60: EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 61: EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
  • TABLE 62: EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
  • TABLE 63: EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 64: ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
  • TABLE 65: ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
  • TABLE 66: ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
  • TABLE 67: ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
  • TABLE 68: ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 69: ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
  • TABLE 70: ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
  • TABLE 71: ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 72: LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
  • TABLE 73: LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
  • TABLE 74: LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
  • TABLE 75: LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
  • TABLE 76: LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 77: LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
  • TABLE 78: LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
  • TABLE 79: LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 80: MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2015-2022 (USD MILLION)
  • TABLE 81: MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2015-2022 (USD MILLION)
  • TABLE 82: MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2022 (USD MILLION)
  • TABLE 83: MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION, 2015-2022 (USD MILLION)
  • TABLE 84: MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 85: MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODEL, 2015-2022 (USD MILLION)
  • TABLE 86: MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015-2022 (USD MILLION)
  • TABLE 87: MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)

LIST OF FIGURES

  • FIGURE 1: CUSTOMER JOURNEY ANALYTICS MARKET: MARKET SEGMENTATION
  • FIGURE 2: REGIONAL SCOPE
  • FIGURE 3: CUSTOMER JOURNEY ANALYTICS MARKET: RESEARCH DESIGN
  • FIGURE 4: DATA TRIANGULATION
  • FIGURE 5: MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH
  • FIGURE 6: MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH
  • FIGURE 7: CUSTOMER JOURNEY ANALYTICS MARKET: ASSUMPTIONS
  • FIGURE 8: CUSTOMER JOURNEY ANALYTICS MARKET IS EXPECTED TO GROW AT A HIGH CAGR DURING THE FORECAST PERIOD
  • FIGURE 9: CUSTOMER JOURNEY ANALYTICS MARKET SNAPSHOT, BY COMPONENT (2017 VS. 2022)
  • FIGURE 10: CUSTOMER JOURNEY ANALYTICS MARKET SNAPSHOT, BY SERVICE (2017)
  • FIGURE 11: CUSTOMER JOURNEY ANALYTICS MARKET SNAPSHOT, BY APPLICATION (2017)
  • FIGURE 12: CUSTOMER JOURNEY ANALYTICS MARKET SNAPSHOT, BY DEPLOYMENT MODEL (2017)
  • FIGURE 13: CUSTOMER JOURNEY ANALYTICS MARKET SNAPSHOT, BY TOUCHPOINT (2017 VS. 2022)
  • FIGURE 14: CUSTOMER JOURNEY ANALYTICS MARKET SNAPSHOT, BY ORGANIZATION SIZE (2017-2022)
  • FIGURE 15: CUSTOMER JOURNEY ANALYTICS MARKET SNAPSHOT, BY VERTICAL (2017 VS. 2022)
  • FIGURE 16: CUSTOMER JOURNEY ANALYTICS MARKET IS DRIVEN BY THE NEED TO GENERATE VALUABLE INSIGHTS FROM CUSTOMER INTERACTION DATA ACROSS MULTIPLE CHANNELS
  • FIGURE 17: NORTH AMERICA IS ESTIMATED TO HAVE THE LARGEST MARKET SHARE IN 2017 DUE TO THE EARLY ADOPTION OF CUSTOMER JOURNEY ANALYTICS SOLUTIONS IN THIS REGION
  • FIGURE 18: BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL, AND NORTH AMERICA ARE ESTIMATED TO HAVE THE LARGEST MARKET SHARES IN 2017
  • FIGURE 19: CUSTOMER JOURNEY ANALYTICS MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
  • FIGURE 20: REDUCING CUSTOMER CHURN WITH CUSTOMER JOURNEY ANALYTICS
  • FIGURE 21: CUSTOMER JOURNEY STAGES
  • FIGURE 22: CUSTOMER JOURNEY ANALYTICS PROCESS
  • FIGURE 23: TOUCHPOINTS: CUSTOMER LIFE CYCLE
  • FIGURE 24: PRODUCT MANAGEMENT APPLICATION IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 25: MOBILE SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 26: SERVICES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 27: MANAGED SERVICES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 28: CONSULTING SERVICES SEGMENT IS EXPECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 29: CLOUD DEPLOYMENT MODEL IS EXPECTED TO GROW AT THE HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 30: SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT IS EXPECTED TO GROW AT THE HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 31: RETAIL AND ECOMMERCE IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 32: ASIA PACIFIC IS EXPECTED TO HAVE THE HIGHEST CAGR IN THE CUSTOMER JOURNEY ANALYTICS MARKET DURING THE FORECAST PERIOD
  • FIGURE 33: NORTH AMERICA: MARKET SNAPSHOT
  • FIGURE 34: ASIA PACIFIC: MARKET SNAPSHOT
  • FIGURE 35: SALESFORCE: COMPANY SNAPSHOT
  • FIGURE 36: IBM: COMPANY SNAPSHOT
  • FIGURE 37: ADOBE SYSTEMS: COMPANY SNAPSHOT
  • FIGURE 38: NICE SYSTEMS: COMPANY SNAPSHOT
  • FIGURE 39: SAP: COMPANY SNAPSHOT
  • FIGURE 40: VERINT SYSTEMS: COMPANY SNAPSHOT
  • FIGURE 41: ALTISOURCE PORTFOLIO SOLUTIONS: COMPANY SNAPSHOT
目次
Product Code: TC 5633

"Increased need for competitive differentiation and consistent customer experience throughout customer journey are the major driving factors of the customer journey analytics market."

The global customer journey analytics market size is expected to grow from USD 4.76 billion in 2017 to USD 12.22 billion by 2022, at a Compound Annual Growth Rate (CAGR) of 20.8%. Enterprises are recognizing the importance of providing personalized, engaging, and efficient customer experience to drive customer brand loyalty, acquisition, and customer lifetime value. Moreover, customer journey analytics helps to reduce customer churn rate through real-time alerts to marketing professionals. However, the complexity in data synchronization gathered through multiple touchpoints has been limiting the market growth. Factors such as major focus on virtual touchpoint to reduce cost and time spent on feedback management, and need to predict customer behavior based on customer intents would provide attractive opportunities for the market growth.

"Campaign management application is estimated to hold the largest market size in 2017 in the customer journey analytics market. The trend is expected to continue during the forecast period."

Businesses need to adopt cross-channel campaign management strategies and unify the customer data gathered through a number channels to deliver the right message to customers at the right time. Moreover, the need to optimize the campaign management activities through personalized channels, offline or online, would foster the growth of customer journey analytics solutions.

"APAC is projected to grow at the highest rate during the forecast period."

Rising adoption of smartphones and increased need for integrating and analyzing the data generated through multiple channels are expected to drive the market growth in the APAC region. The customer buying behavior in the region is experiencing change, shifting from traditional shopping to online shopping. The social media usage has driven the growth of the eCommerce industry, which is a major growth factor of the market in this region.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with key people. The break-up of the profiles of the primary participants is given below:

  • By Company: Tier 1: 22%, Tier 2: 30%, and Tier 3: 48%
  • By Designation: C-level: 30%, Director level: 45%, and Others: 25%
  • By Region: North America: 48%, Europe: 30%, and APAC: 22%

The key vendors profiled in the report are as follows:

  • 1. Salesforce (US)
  • 2. IBM (US)
  • 3. Adobe Systems (US)
  • 4. NICE Ltd. (Israel)
  • 5. SAP (Germany)
  • 6. Verint Systems(US)
  • 7. Pointillist (Luxembourg)
  • 8. ClickFox (US)
  • 9. Quadient (Switzerland)
  • 10. Kitewheel (US)
  • 11. CallMiner (US)
  • 12. Servion (India)

Research Coverage:

The report segments the customer journey analytics market based on components, which include software and services; the services segment is segmented into managed services and professional services. The professional services segment is further segmented into support and maintenance, and consulting services. Based on deployment models, the market is segmented into on-premises and cloud. Under the organization size, the market is segmented into Small and Medium-Sized Enterprises (SMEs) and large enterprises, whereas under the application segment, the market is divided into customer segmentation and targeting, customer behavioral analysis, customer churn analysis, brand management, campaign management, product management, and others. Under the touchpoint segment, the market includes web, social media, mobile, email, branch/store, call center, and others. Under the industry vertical segment, the report covers Banking, Financial Services, and Insurance (BFSI); retail and eCommerce; telecommunications and IT; energy and utilities; manufacturing; automotive and transportation; government and defense, healthcare and life sciences; media and entertainment; travel and hospitality; and other verticals. The market is segmented into 5 major regions: North America, Europe, Asia Pacific (APAC), Latin America, and Middle East and Africa (MEA),

Reasons to Buy the Report:

The report will help the market leaders/new entrants in this market in the following ways:

It segments the customer journey analytics market comprehensively and provides the closest approximations of the revenue numbers for the overall market and subsegments across various industry verticals and regions.

  • 1. The report helps stakeholders to understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.
  • 2. The report will help stakeholders to better understand the competitors and gain more insights to enhance their position in the market. The competitive landscape section includes new product launches/upgrades, partnerships, collaborations, acquisitions, and expansions.

TABLE OF CONTENTS

1. INTRODUCTION

  • 1.1. OBJECTIVES OF THE STUDY
  • 1.2. MARKET DEFINITION
  • 1.3. MARKET SCOPE
  • 1.4. YEARS CONSIDERED FOR THE STUDY
  • 1.5. CURRENCY
  • 1.6. STAKEHOLDERS

2. RESEARCH METHODOLOGY

  • 2.1. RESEARCH DATA
    • 2.1.1. SECONDARY DATA
    • 2.1.2. PRIMARY DATA
      • 2.1.2.1. Breakdown of primaries
      • 2.1.2.2. Key industry insights
  • 2.2. MARKET SIZE ESTIMATION
  • 2.3. MICROQUADRANT RESEARCH METHODOLOGY
    • 2.3.1. VENDOR INCLUSION CRITERIA
  • 2.4. RESEARCH ASSUMPTIONS
  • 2.5. LIMITATIONS

3. EXECUTIVE SUMMARY

4. PREMIUM INSIGHTS

  • 4.1. ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER JOURNEY ANALYTICS MARKET
  • 4.2. CUSTOMER JOURNEY ANALYTICS MARKET SHARE, BY REGION
  • 4.3. CUSTOMER JOURNEY ANALYTICS MARKET, BY VERTICALAND REGION

5. MARKET OVERVIEW AND INDUSTRY TRENDS

  • 5.1. MARKET OVERVIEW
    • 5.1.1. MARKET DYNAMICS
    • 5.1.2. DRIVERS
      • 5.1.2.1. Need for consistent customer experience throughout customer journey
      • 5.1.2.2. Reducing churn rate of customers
      • 5.1.2.3. Rising need for competitive differentiation
    • 5.1.3. RESTRAINTS
      • 5.1.3.1. Complexity of data synchronization
    • 5.1.4. OPPORTUNITIES
      • 5.1.4.1. Major focus on virtual touchpoints
      • 5.1.4.2. Need for insights to predict customer intents
    • 5.1.5. CHALLENGES
      • 5.1.5.1. Choosing the right mix of technology and personnel
      • 5.1.5.2. Data security and privacy issues
  • 5.2. INDUSTRY TRENDS
    • 5.2.1. CUSTOMER JOURNEY ANALYTICS PROCESS
    • 5.2.2. USE CASES
      • 5.2.2.1. Use Case 1: Enhance customer engagement with proper segmentation
      • 5.2.2.2. Use Case 2: Improve customer targeting based on their preferences
      • 5.2.2.3. Use Case 3: Enhance customer experience
      • 5.2.2.4. Use Case 4: Predict customer behavior in future with customer behavioral analysis
  • 5.3. MAJOR TECHNOLOGIES USED IN CUSTOMER JOURNEY ANALYTICS
    • 5.3.1. BIG DATA
    • 5.3.2. MACHINE LEARNING
    • 5.3.3. PREDICTIVE ANALYTICS
  • 5.4. CUSTOMER JOURNEY ANALYTICS MARKET ANALYSIS, BY DATA FORMAT
    • 5.4.1. TEXT
    • 5.4.2. IMAGE
    • 5.4.3. AUDIO/SPEECH
    • 5.4.4. VIDEO

6. CUSTOMER JOURNEY ANALYTICS MARKET ANALYSIS, BY APPLICATION

  • 6.1. INTRODUCTION
  • 6.2. CUSTOMER SEGMENTATION AND TARGETING
  • 6.3. CUSTOMER BEHAVIORAL ANALYSIS
  • 6.4. CUSTOMER CHURN ANALYSIS
  • 6.5. BRAND MANAGEMENT
  • 6.6. CAMPAIGN MANAGEMENT
  • 6.7. PRODUCT MANAGEMENT
  • 6.8. OTHERS

7. CUSTOMER JOURNEY ANALYTICS MARKET ANALYSIS, BY TOUCHPOINT

  • 7.1. INTRODUCTION
  • 7.2. WEB
  • 7.3. SOCIAL MEDIA
  • 7.4. MOBILE
  • 7.5. EMAIL
  • 7.6. BRANCH/STORE
  • 7.7. CALL CENTER
  • 7.8. OTHERS

8. CUSTOMER JOURNEY ANALYTICS MARKET ANALYSIS, BY COMPONENT

  • 8.1. INTRODUCTION
  • 8.2. SOFTWARE
  • 8.3. SERVICES
    • 8.3.1. MANAGED SERVICES
    • 8.3.2. PROFESSIONAL SERVICES
      • 8.3.2.1. Support and maintenance
      • 8.3.2.2. Consulting services

9. CUSTOMER JOURNEY ANALYTICS MARKET ANALYSIS, BY DEPLOYMENT MODEL

  • 9.1. INTRODUCTION
  • 9.2. ON-PREMISES
  • 9.3. CLOUD

10. CUSTOMER JOURNEY ANALYTICS MARKET ANALYSIS, BY ORGANIZATION SIZE

  • 10.1. INTRODUCTION
  • 10.2. SMALL AND MEDIUM-SIZED ENTERPRISES
  • 10.3. LARGE ENTERPRISES

11. CUSTOMER JOURNEY ANALYTICS MARKET ANALYSIS, BY VERTICAL

  • 11.1. INTRODUCTION
  • 11.2. BANKING, FINANCIAL SERVICES, AND INSURANCE
  • 11.3. TELECOMMUNICATIONS AND IT
  • 11.4. RETAIL AND ECOMMERCE
  • 11.5. HEALTHCARE AND LIFE SCIENCES
  • 11.6. MANUFACTURING
  • 11.7. GOVERNMENT AND DEFENSE
  • 11.8. ENERGY AND UTILITIES
  • 11.9. MEDIA AND ENTERTAINMENT
  • 11.10. TRAVEL AND HOSPITALITY
  • 11.11. AUTOMOTIVE AND TRANSPORTATION
  • 11.12. OTHERS

12. GEOGRAPHIC ANALYSIS

  • 12.1. INTRODUCTION
  • 12.2. NORTH AMERICA
    • 12.2.1. BY COMPONENT
    • 12.2.2. BY APPLICATION
    • 12.2.3. BY TOUCHPOINT
    • 12.2.4. BY DEPLOYMENT MODEL
    • 12.2.5. BY ORGANIZATION SIZE
    • 12.2.6. BY VERTICAL
    • 12.2.7. BY COUNTRY
      • 12.2.7.1. United States
      • 12.2.7.2. Canada
  • 12.3. EUROPE
    • 12.3.1. BY COMPONENT
    • 12.3.2. BY APPLICATION
    • 12.3.3. BY TOUCHPOINT
    • 12.3.4. BY DEPLOYMENT MODEL
    • 12.3.5. BY ORGANIZATION SIZE
    • 12.3.6. BY VERTICAL
    • 12.3.7. BY COUNTRY
      • 12.3.7.1. United Kingdom
      • 12.3.7.2. France
      • 12.3.7.3. Germany
      • 12.3.7.4. Rest of Europe
  • 12.4. ASIA PACIFIC
    • 12.4.1. BY COMPONENT
    • 12.4.2. BY APPLICATION
    • 12.4.3. BY TOUCHPOINT
    • 12.4.4. BY DEPLOYMENT MODEL
    • 12.4.5. BY ORGANIZATION SIZE
    • 12.4.6. BY VERTICAL
    • 12.4.7. BY COUNTRY
      • 12.4.7.1. Australia
      • 12.4.7.2. China
      • 12.4.7.3. India
      • 12.4.7.4. Rest of Asia Pacific
  • 12.5. LATIN AMERICA
    • 12.5.1. BY COMPONENT
    • 12.5.2. BY APPLICATION
    • 12.5.3. BY TOUCHPOINT
    • 12.5.4. BY DEPLOYMENT MODEL
    • 12.5.5. BY ORGANIZATION SIZE
    • 12.5.6. BY VERTICAL
    • 12.5.7. BY COUNTRY
      • 12.5.7.1. Brazil
      • 12.5.7.2. Argentina
      • 12.5.7.3. Rest of Latin America
  • 12.6. MIDDLE EAST AND AFRICA
    • 12.6.1. BY COMPONENT
    • 12.6.2. BY APPLICATION
    • 12.6.3. BY TOUCHPOINT
    • 12.6.4. BY DEPLOYMENT MODEL
    • 12.6.5. BY ORGANIZATION SIZE
    • 12.6.6. BY VERTICAL
    • 12.6.7. BY COUNTRY
      • 12.6.7.1. Saudi Arabia
      • 12.6.7.2. South Africa
      • 12.6.7.3. Rest of Middle East and Africa

13. COMPANY PROFILES (Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments, MnM View, Key Relationships)*

  • 13.1. SALESFORCE
  • 13.2. IBM
  • 13.3. ADOBE SYSTEMS
  • 13.4. NICE SYSTEMS
  • 13.5. SAP
  • 13.6. VERINT SYSTEMS
  • 13.7. POINTILLIST
  • 13.8. CLICKFOX
  • 13.9. QUADIENT
  • 13.10. KITEWHEEL
  • 13.11. SERVION
  • 13.12. CALLMINER

*Details on Ove Overview, Strength of Product Portfolio, Business Strategy Excellence, Recent Developments, MnM View, Key Relationships might not be captured in case of unlisted companies.

14. APPENDIX

  • 14.1. KEY INSIGHTS OF INDUSTRY EXPERTS
  • 14.2. DISCUSSION GUIDE
  • 14.3. KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 14.4. INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE
  • 14.5. AVAILABLE CUSTOMIZATION
  • 14.6. RELATED REPORTS
  • 14.7. AUTHOR DETAILS