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Customer Engagement: Worldwide Forecast 2018-2022

  • ID: 4656138
  • Report
  • October 2018
  • Region: Global
  • 25 pages
  • Analysys Mason Group
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"Omni-engagement on smartphone apps will drive short-term revenue growth in the customer engagement segment; virtual assistants will be widely adopted by operators to improve the customer experience."

The worldwide customer engagement market is forecast to grow from USD14.2 billion in 2017 to USD14.4 billion in 2022 with a CAGR of 0.2%, driven by telecoms operators' push to deliver omni-engagement on smartphones in the short term and to adopt virtual assistants. Professional services spending will decline as revenue from call centre outsourcing declines.


  • a detailed, 5-year worldwide forecast for spending in the customer engagement market, split into:
    • four application segments: engagement platforms, sales, marketing and customer service
    • two delivery types: product-related and professional services
    • four telecoms services: mobile, IoT, consumer fixed and business fixed
    • eight geographical regions: Central and Eastern Europe (CEE), developed Asia–Pacific (DVAP), emerging Asia–Pacific (EMAP), Latin America (LATAM), the Middle East and North Africa (MENA), North America (NA), Sub-Saharan Africa (SSA) and Western Europe (WE).
  • an examination of key market drivers and inhibitors, and how they will change during the forecast period
  • analysis of the business environment and regional dynamics that will influence the customer care systems market
  • a detailed market definition
  • recommendations for communications service providers (CSPs) and vendors.


  • What are the key trends and factors that will affect the customer engagement market during 2018–2022?
  • What are the growth rates in each of the sub-segments?
  • What are the regional factors that will drive growth?
  • What should vendors do to exploit new business opportunities?
  • How will professional services for customer engagement perform during the forecast period?
  • What are the major drivers and inhibitors that will influence CSP spending on customer engagement?

Who Should Read this Report

  • Vendor strategy teams that need to understand how spending is shifting from systems-driven use cases to engagement-driven use cases.
  • Product management teams responsible for feature functionality and geographical focus, and product marketing teams responsible for growth.
  • CSPs that are planning digital experience development, customer journey management and digital transformation journeys, and want to ensure that they remain up to date.
  • Professional services vendors that want to understand the growth opportunities over the next 5 years.
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  • Executive summary
  • Recommendations
  • Forecast
  • Market drivers and inhibitors
  • Business environment
  • Market definition
  • About the author
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Atul Arora (Senior Analyst) is the lead analyst for the Digital Experience and Customer Engagement programmes. He is focused on helping his clients to achieve their customer experience objectives by narrowing down their business problems associated with customer engagement across the customer lifecycle. His areas of interest include the digital transformation of operators’ customer engagement functions (marketing, sales and customer service), customer journey enablement and digital-first enablement. Atul also works on custom projects for telecoms operators and vendors, which include delivering workshops, providing strategic advisory and undertaking market assessment work. He holds an MSc in Neuroscience from University College London and a bachelor’s degree from Jaypee University (India).             

Note: Product cover images may vary from those shown