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

  • ID: 4410974
  • Report
  • Region: Global
  • 174 Pages
  • Markets and Markets
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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 CAGR of 20.8%.

FEATURED COMPANIES

  • Adobe Systems
  • Clickfox
  • Kitewheel
  • Pointillist
  • Salesforce
  • Servion
  • MORE

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

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.

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FEATURED COMPANIES

  • Adobe Systems
  • Clickfox
  • Kitewheel
  • Pointillist
  • Salesforce
  • Servion
  • MORE

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: Subscription Portal
14.4 Introducing Rt: Real-Time Market Intelligence
14.5 Available Customization
14.6 Related Reports
14.7 Author Details

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 Duringthe 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 Growat 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

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  • Adobe Systems
  • Callminer
  • Clickfox
  • IBM
  • Kitewheel
  • Nice Systems
  • Pointillist
  • Quadient
  • Salesforce
  • Sap
  • Servion
  • Verint Systems
Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown
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