The customer journey analytics market is projected to grow from USD 8.3 billion in 2020 to USD 25.1 billion by 2026, recording a CAGR of 20.3% during the forecast period. Key factors, such as the growing need to provide seamless customer experience, a higher focus on better customer engagement strategies through omnichannel, and adoption of advanced analytics solutions to leverage the increasing customer data and reduce customer churn rate, are expected to drive the demand for customer journey analytics solutions and services. The objective of the report is to define, describe, and forecast the customer journey analytics market size based on component, organization size, deployment mode, data source, application, vertical, and region.
The rise in demand for real-time customer journey analytics to generate actionable insights and COVID-19-led focus on new customer engagement models through digital experience are expected to offer growth opportunities to customer journey analytics vendors. However, key factors such as difficulties in quantifying customer experience RoI, the concern of data privacy laws, and protection of customer data from cyberattacks and breaches are restraining the market growth. Data security and privacy concerns, growing difficulty in synchronizing silos with customer experience data collected across multiple sources, and lack of understanding the single view of the customer journey are key challenges in the adoption of customer journey analytics solutions and services.
The services segment to grow at a higher CAGR during the forecast period
The customer journey analytics market is segmented based on components, such as solutions and services. The services segment is expected to grow at a rapid pace during the forecast period. The growth can be attributed to the increasing demand for deployment and integration, and support and maintenance services by end users to effectively integrate customer journey analytics tools for analyzing customer data collected from multiple data sources.
The cloud segment to grow at a higher CAGR during the forecast period
The customer journey analytics market by deployment mode has been segmented into on-premises and cloud. The cloud segment is expected to grow at a rapid pace during the forecast period. Highly secure data encryption, complete data visibility, and control features have resulted in larger market size for on-premises mode customer journey analytics solutions. The high CAGR of the cloud segment can be attributed to the availability of easy deployment options and minimal requirements of capital and time. These factors are supporting the current lockdown scenario of COVID-19 as social distancing and lack of workforce hit the industry, and are expected to drive the adoption of cloud-based customer journey analytics solutions.
Among verticals, the retail and eCommerce segment to grow at the highest CAGR during the forecast period
The customer journey analytics market is segmented based on verticals into BFSI, government, healthcare and life sciences, retail and e-commerce, manufacturing, transportation and logistics, media and entertainment, telecommunications and IT, travel and hospitality, and other verticals (energy and utilities, and education). The BFSI vertical is expected to account for the largest market size during the forecast period. Moreover, the retail and eCommerce vertical is expected to grow at the highest CAGR during the forecast period. To meet the rapidly changing customer expectations, retail and eCommerce companies are inclining toward customer journey analytics solutions, which can monitor the customer’s journey in real time across different channels and guide them to meet their requirements.
Among regions, Asia Pacific (APAC) to grow at the highest CAGR during the forecast period
APAC is expected to grow at the highest CAGR during the forecast period. The increasing investments by the tech companies in major APAC countries, such as China, India, and Japan, increasing government regulations and initiatives are expected to drive the growth of the market in APAC. Businesses in the APAC region are deploying customer journey analytics solutions to generate statistical data and make faster business decisions. Countries such as China, India, and Japan are focusing on providing seamless customer experience by tracking customer sentiments throughout the customer journey and stay competitive.
Breakdown of primaries
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the CUSTOMER JOURNEY ANALYTICS market.
- By Company: Tier I: 34%, Tier II: 43%, and Tier III: 23%
- By Designation: C-Level Executives: 50%, Directors: 30%, and Others: 20%
- By Region: North America: 25%, APAC: 30%, Europe: 30%, MEA: 10%, and Latin America: 5%
The report includes the study of key players offering customer journey analytics solutions and services. It profiles major vendors in the global customer journey analytics market. The major vendors in the global customer journey analytics market are Oracle (US), Adobe (US), Salesforce (US), NICE (US), SAP (Germany), Google (US), Microsoft (US), Genesys (US), Cisco (US), Teradata (US), Alterian (US), [24]7.ai (US), Pointillist (US), BryterCX (US), inQuba (South Africa), Kitewheel (US), Verint (US), Thunderhead (UK), Servion (India), CallMiner (US), NGDATA (Belgium), Acoustic (US), FirstHive (US), CaliberMind (US), Amperity (US), and Cerebri AI (US).
Research Coverage
The market study covers the customer journey analytics market across segments. It aims at estimating the market size and the growth potential of this market across different segments, such as components, organization sizes, deployment modes, data sources, applications, verticals, and regions. It includes an in-depth competitive analysis of the key players in the market, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.
Key Benefits of Buying the Report
The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall customer journey analytics market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.
Table of Contents
1 Introduction
1.1 Introduction to COVID-19
1.2 COVID-19 Health Assessment
Figure 1 COVID-19: Global Propagation
Figure 2 COVID-19 Propagation: Select Countries
1.3 COVID-19 Economic Assessment
Figure 3 Revised Gross Domestic Product Forecasts for Select G20 Countries in 2020
1.3.1 COVID-19 Economic Impact - Scenario Assessment
Figure 4 Criteria Impacting Global Economy
Figure 5 Scenarios in Terms of Recovery of Global Economy
1.4 Objectives of the Study
1.5 Market Definition
1.5.1 Inclusions and Exclusions
1.6 Market Scope
1.6.1 Market Segmentation
1.6.2 Regions Covered
1.6.3 Years Considered for the Study
1.7 Currency Considered
Table 1 United States Dollar Exchange Rate, 2018-2020
1.8 Stakeholders
1.9 Summary of Changes
2 Research Methodology
2.1 Research Data
Figure 6 Customer Journey Analytics Market: Research Design
2.1.1 Secondary Data
2.1.2 Primary Data
Table 2 Primary Interviews
2.1.2.1 Breakup of Primary Profiles
2.1.2.2 Key Industry Insights
2.2 Market Breakup and Data Triangulation
Figure 7 Data Triangulation
2.3 Market Size Estimation
Figure 8 Market: Top-Down and Bottom-Up Approaches
2.3.1 Top-Down Approach
2.3.2 Bottom-Up Approach
Figure 9 Market Size Estimation Methodology - Approach 1 (Supply-Side): Revenue from Solutions/Services of the Customer Journey Analytics Market
Figure 10 Market Size Estimation Methodology - Approach 2, Bottom-Up (Supply-Side): Collective Revenue from All Solutions/Services of the Market
Figure 11 Market Size Estimation Methodology - Approach 3, Bottom-Up (Supply-Side): Collective Revenue from All Solutions/Services of the Market
Figure 12 Market Size Estimation Methodology - Approach 4, Bottom-Up (Demand-Side): Share of Customer Journey Analytics Through Overall Customer Journey Analytics Spending
Figure 13 Vendor Analysis: Oracle: Company Revenue Estimation
2.4 Market Forecast
Table 3 Factor Analysis
2.5 Company Evaluation Quadrant Methodology
Figure 14 Company Evaluation Quadrant: Criteria Weightage
2.6 Startup/SME Evaluation Quadrant Methodology
Figure 15 Startup/SME Evaluation Quadrant: Criteria Weightage
2.7 Assumptions for the Study
2.8 Limitations of the Study
2.9 Implications of COVID-19 on the Customer Journey Analytics Market
Figure 16 Quarterly Impact of COVID-19 During 2020-2021
3 Executive Summary
Table 4 Global Customer Journey Analytics Market Size and Growth Rate, 2015-2019 (USD Million, Y-O-Y%)
Table 5 Global Market Size and Growth Rate, 2020-2026 (USD Million, Y-O-Y%)
Figure 17 Solutions Segment to Hold a Larger Market Size in 2020
Figure 18 Professional Services Segment to Hold a Higher Market Share in 2020
Figure 19 Deployment and Integration Segment to Hold the Largest Market Size in 2020
Figure 20 Large Enterprises Segment to Hold a Higher Market Share in 2020
Figure 21 On-Premises Segment to Hold a Larger Market Size in 2020
Figure 22 Web Segment to Hold the Highest Market Share in 2020
Figure 23 Campaign Management Segment to Hold the Largest Market Size in 2020
Figure 24 Banking, Insurance, and Financial Services Vertical to Hold the Largest Market Size in 2020
Figure 25 Asia-Pacific to Grow at the Highest CAGR During the Forecast Period
4 Premium Insights
4.1 Attractive Opportunities in the Customer Journey Analytics Market
Figure 26 Growing Need to Provide Seamless Customer Experience and Increasing Adoption of Omnichannel Strategies to Reduce Customer Churn to Drive the Market Growth
4.2 Market, Top Three Applications
Figure 27 Campaign Management Segment to Hold the Largest Market Size During the Forecast Period
4.3 Market, by Region
Figure 28 North America to Account for the Highest Market Share in the Market in 2020
4.4 North American Market, by Component and Top Three Data Sources
Figure 29 Solutions and Web Segments to Account for High Market Shares in 2020
5 Market Overview and Industry Trends
5.1 Introduction
5.2 Customer Journey Analytics: Stages
Figure 30 Stages of the Customer Journey Analytics Market
5.3 Market Dynamics
Figure 31 Drivers, Restraints, Opportunities, and Challenges: Market
5.3.1 Drivers
5.3.1.1 Growing Need to Provide Better Customer Experience to Drive the Need for Customer Journey Analytics
5.3.1.2 Rising Need to Plan Better Customer Engagement Strategies Through Omnichannel
5.3.1.3 Increasing Data Volume to Drive the Demand for Advanced Customer Journey Analytics Solution to Reduce Customer Churn Rate
5.3.2 Restraints
5.3.2.1 Difficulties in Quantifying Customer Experience Roi
5.3.2.2 Compliance with Region-Specific Data Privacy Laws and Regulations
5.3.3 Opportunities
5.3.3.1 Rise in the Demand for Real-Time Customer Journey Analytics for Generating Actionable Insights
Figure 32 Real-Time Customer Analytics Business Investments
5.3.3.2 COVID-19-Led Acceleration of Organizations for New Customer Engagement Through Digital Experiences
5.3.4 Challenges
5.3.4.1 Data Security and Privacy Concerns
5.3.4.2 Difficulty in Data Synchronization as Customer Data Collected from Multiple Sources is Stored in Silos
5.3.4.3 Lack of Understanding Single View of the Customer Journey
Figure 33 Percentage of Respondents to Describe the Current State of Their Organizations in Terms of Managing and Actioning Cross-Channel Data
5.3.5 Cumulative Growth Analysis
5.4 Customer Journey Analytics Market: Ecosystem
Figure 34 Market Ecosystem
5.5 Case Study Analysis
5.5.1 Metro Bank Reinvented Customer Service with Microsoft Dynamic 365
5.5.2 Spar Switzerland, Supplier of Merchandising and Marketing Services, Implemented Sap Marketing Cloud
5.5.3 Salesforce Enabled Indian School of Business and Finance to Grow Applicants Year by Year
5.5.4 Abu Dhabi Digital Authority Strived to Lead Digital Future with Microsoft Dynamic 365
5.5.5 Hearst Corporation Increased Customer Engagement with Aws
5.5.6 Sprint Built Superior Customer Experience with Adobe Marketing Cloud
5.5.7 Western Union Adopted Nice Customer Journey Analytics to Maximize Retention and Improve Customer Experience
5.5.8 Energie Baden-Württemberg Delivered True Customer with Thunderhead One Engagement Hub
5.5.9 Northwell Adopted Microsoft Dynamic 365 to Optimize Patient Care
5.5.10 a Luxury Hotel and Resort Company Discovered Upsell Opportunities Through Pointillist Customer Journey Analytics
5.5.11 Salesforce Helped Philips Develop New Ways to Cater to the Needs of Customers
5.5.12 Salesforce Enabled Maersk Team to Create Personalized Customer Experience
5.6 Customer Journey Analytics Market: COVID-19 Impact
Figure 35 Market to Witness Minimal Slowdown in Growth in 2020
5.7 Patent Analysis
5.7.1 Methodology
5.7.2 Document Type
Table 6 Patents Filed
5.7.3 Innovation and Patent Applications
Figure 36 Total Number of Patents Granted in a Year, 2010-2020
5.7.3.1 Top Applicants
Figure 37 Top 11 Companies with the Highest Number of Patent Applications, 2010-2020
Table 7 Top 17 Patent Owners (Us) in the Customer Journey Analytics Market, 2010-2020
5.8 Supply Chain Analysis
Figure 38 Supply Chain Analysis
5.9 Technology Analysis
5.9.1 Artificial Intelligence and Customer Journey Analytics
5.9.2 Big Data and Customer Journey Analytics
5.9.3 Internet of Things and Customer Journey Analytics
5.10 Pricing Model Analysis
Table 8 Pricing: Customer Journey Analytics Solutions
5.11 Porter's Five Force Analysis
Figure 39 Porter's Five Force Analysis
5.11.1 Threat of New Entrants
5.11.2 Threat of Substitutes
5.11.3 Bargaining Power of Suppliers
5.11.4 Bargaining Power of Buyers
5.11.5 Intensity of Competitive Rivalry
5.12 Scenario
Table 9 Critical Factors to Impact the Growth of the Customer Journey Analytics Market
6 Customer Journey Analytics Market, by Component
6.1 Introduction
6.1.1 Components: Market Drivers
6.1.2 Components: COVID-19 Impact
Figure 40 Services Segment to Register a Higher CAGR During the Forecast Period
Table 10 Market Size, by Component, 2015-2019 (USD Million)
Table 11 Market Size, by Component, 2020-2026 (USD Million)
6.2 Solutions
Table 12 Solutions: Market Size, by Region, 2015-2019 (USD Million)
Table 13 Solutions: Market Size, by Region, 2020-2026 (USD Million)
6.3 Services
Figure 41 Managed Services Segment to Grow at a Higher CAGR During the Forecast Period
Table 14 Services: Customer Journey Analytics Market Size, by Type, 2015-2019 (USD Million)
Table 15 Services: Market Size, by Type, 2020-2026 (USD Million)
Table 16 Services: Market Size, by Region, 2015-2019 (USD Million)
Table 17 Services: Market Size, by Region, 2020-2026 (USD Million)
6.3.1 Professional Services
Figure 42 Support and Maintenance Segment to Register the Highest CAGR During the Forecast Period
Table 18 Professional Services: Market Size, by Type, 2015-2019 (USD Million)
Table 19 Professional Services: Market Size, by Type, 2020-2026 (USD Million)
Table 20 Professional Services: Market Size, by Region, 2015-2019 (USD Million)
Table 21 Professional Services: Market Size, by Region, 2020-2026 (USD Million)
6.3.1.1 Consulting
Table 22 Consulting: Customer Journey Analytics Market Size, by Region, 2015-2019 (USD Million)
Table 23 Consulting: Market Size, by Region, 2020-2026 (USD Million)
6.3.1.2 Support and Maintenance
Table 24 Support and Maintenance: Market Size, by Region, 2015-2019 (USD Million)
Table 25 Support and Maintenance: Market Size, by Region, 2020-2026 (USD Million)
6.3.1.3 Deployment and Integration
Table 26 Deployment and Integration: Enterprise Architecture Tools Market Size, by Region, 2015-2019 (USD Million)
Table 27 Deployment and Integration: Enterprise Architecture Tools Market Size, by Region, 2020-2026 (USD Million)
6.3.2 Managed Services
Table 28 Managed Services: Market Size, by Region, 2015-2019 (USD Million)
Table 29 Managed Services: Market Size, by Region, 2020-2026 (USD Million)
7 Customer Journey Analytics Market, by Organization Size
7.1 Introduction
7.1.1 Organization Size: Market Drivers
7.1.2 Organization Size: COVID-19 Impact
Figure 43 Small and Medium-Sized Enterprises Segment to Register a Higher CAGR During the Forecast Period
Table 30 Market Size, by Organization Size, 2015-2019 (USD Million)
Table 31 Market Size, by Organization Size, 2020-2026 (USD Million)
7.2 Large Enterprises
Table 32 Large Enterprises: Market Size, by Region, 2015-2019 (USD Million)
Table 33 Large Enterprises: Market Size, by Region, 2020-2026 (USD Million)
7.3 Small and Medium-Sized Enterprises
Table 34 Small and Medium-Sized Enterprises: Market Size, by Region, 2015-2019 (USD Million)
Table 35 Small and Medium-Sized Enterprises: Market Size, by Region, 2020-2026 (USD Million)
8 Customer Journey Analytics Market, by Deployment Mode
8.1 Introduction
8.1.1 Deployment Modes: Market Drivers
8.1.2 Deployment Modes: COVID-19 Impact
Figure 44 Cloud Segment to Register a Higher CAGR During the Forecast Period
Table 36 Market Size, by Deployment Mode, 2015-2019 (USD Million)
Table 37 Market Size, by Deployment Mode, 2020-2026 (USD Million)
8.2 On-Premises
Table 38 On-Premises: Market Size, by Region, 2015-2019 (USD Million)
Table 39 On-Premises: Market Size, by Region, 2020-2026 (USD Million)
8.3 Cloud
Table 40 Cloud: Market Size, by Region, 2015-2019 (USD Million)
Table 41 Cloud: Market Size, by Region, 2020-2026 (USD Million)
9 Customer Journey Analytics Market, by Data Source
9.1 Introduction
9.1.1 Data Sources: Market Drivers
9.1.2 Data Sources: COVID-19 Impact
Figure 45 Web Segment to Record the Largest Market Size During the Forecast Period
Table 42 Market Size, by Data Source, 2015-2019 (USD Million)
Table 43 Market Size, by Data Source, 2020-2026 (USD Million)
9.2 Web
Table 44 Web: Market Size, by Region, 2015-2019 (USD Million)
Table 45 Web: Market Size, by Region, 2020-2026 (USD Million)
9.3 Social Media
Table 46 Social Media: Market Size, by Region, 2015-2019 (USD Million)
Table 47 Social Media: Market Size, by Region, 2020-2026 (USD Million)
9.4 Mobile
Table 48 Mobile: Customer Journey Analytics Market Size, by Region, 2015-2019 (USD Million)
Table 49 Mobile: Market Size, by Region, 2020-2026 (USD Million)
9.5 Email
Table 50 Email: Market Size, by Region, 2015-2019 (USD Million)
Table 51 Email: Market Size, by Region, 2020-2026 (USD Million)
9.6 Store
Table 52 Store: Market Size, by Region, 2015-2019 (USD Million)
Table 53 Store: Market Size, by Region, 2020-2026 (USD Million)
9.7 Call Center
Table 54 Call Center: Market Size, by Region, 2015-2019 (USD Million)
Table 55 Call Center: Market Size, by Region, 2020-2026 (USD Million)
9.8 Other Data Sources
Table 56 Other Data Sources: Market Size, by Region, 2015-2019 (USD Million)
Table 57 Other Data Sources: Market Size, by Region, 2020-2026 (USD Million)
10 Customer Journey Analytics Market, by Application
10.1 Introduction
10.1.1 Applications: Market Drivers
10.1.2 Applications: COVID-19 Impact
Figure 46 Campaign Management Segment to Record the Largest Market Size During the Forecast Period
Table 58 Market Size, by Application, 2015-2019 (USD Million)
Table 59 Market Size, by Application, 2020-2026 (USD Million)
10.2 Customer Segmentation and Targeting
Table 60 Customer Segmentation and Targeting: Market Size, by Region, 2015-2019 (USD Million)
Table 61 Customer Segmentation and Targeting: Market Size, by Region, 2020-2026 (USD Million)
10.3 Customer Experience Management
Table 62 Customer Experience Management: Market Size, by Region, 2015-2019 (USD Million)
Table 63 Customer Experience Management: Customer Journey Analytics Market Size, by Region, 2020-2026 (USD Million)
10.4 Customer Behavioral Analysis
Table 64 Customer Behavioral Analysis: Customer Journey Analysis Market Size, by Region, 2015-2019 (USD Million)
Table 65 Customer Behavioral Analysis: Customer Journey Analysis Market Size, by Region, 2020-2026 (USD Million)
10.5 Customer Churn and Retention Management
Table 66 Customer Churn and Retention Management: Customer Journey Analysis Market Size, by Region, 2015-2019 (USD Million)
Table 67 Customer Churn and Retention Management: Customer Journey Analysis Market Size, by Region, 2020-2026 (USD Million)
10.6 Brand Management
Table 68 Brand Management: Customer Journey Analysis Market Size, by Region, 2015-2019 (USD Million)
Table 69 Brand Management: Customer Journey Analysis Market Size, by Region, 2020-2026 (USD Million)
10.7 Campaign Management
Table 70 Campaign Management: Customer Journey Analysis Market Size, by Region, 2015-2019 (USD Million)
Table 71 Campaign Management: Customer Journey Analysis Market Size, by Region, 2020-2026 (USD Million)
10.8 Product Management
Table 72 Product Management: Customer Journey Analysis Market Size, by Region, 2015-2019 (USD Million)
Table 73 Product Management: Customer Journey Analysis Market Size, by Region, 2020-2026 (USD Million)
10.9 Other Applications
Table 74 Other Applications: Customer Journey Analytics Market Size, by Region, 2015-2019 (USD Million)
Table 75 Other Applications: Market Size, by Region, 2020-2026 (USD Million)
11 Customer Journey Analytics Market, by Vertical
11.1 Introduction
11.1.1 Verticals: Market Drivers
11.1.2 Verticals: COVID-19 Impact
Figure 47 Banking, Financial Services, and Insurance Vertical to Hole the Largest Market Size During the Forecast Period
Table 76 Market Size, by Vertical, 2015-2019 (USD Million)
Table 77 Market Size, by Vertical, 2020-2026 (USD Million)
11.2 Banking, Financial Services, and Insurance
Table 78 Banking, Financial Services, and Insurance: Market Size, by Region, 2015-2019 (USD Million)
Table 79 Banking, Financial Services, and Insurance: Market Size, by Region, 2020-2026 (USD Million)
11.3 Government
Table 80 Government: Customer Journey Analytics Market Size, by Region, 2015-2019 (USD Million)
Table 81 Government: Market Size, by Region, 2020-2026 (USD Million)
11.4 Healthcare and Life Sciences
Table 82 Healthcare and Life Sciences: Market Size, by Region, 2015-2019 (USD Million)
Table 83 Healthcare and Life Sciences: Market Size, by Region, 2020-2026 (USD Million)
11.5 Retail and Ecommerce
Table 84 Retail and Ecommerce: Market Size, by Region, 2015-2019 (USD Million)
Table 85 Retail and Ecommerce: Market Size, by Region, 2020-2026 (USD Million)
11.6 Manufacturing
Table 86 Manufacturing: Customer Journey Analytics Market Size, by Region, 2015-2019 (USD Million)
Table 87 Manufacturing: Market Size, by Region, 2020-2026 (USD Million)
11.7 Telecommunications and Information Technology
Table 88 Telecommunications and Information Technology: Market Size, by Region, 2015-2019 (USD Million)
Table 89 Telecommunications and Information Technology: Market Size, by Region, 2020-2026 (USD Million)
11.8 Media and Entertainment
Table 90 Media and Entertainment: Market Size, by Region, 2015-2019 (USD Million)
Table 91 Media and Entertainment: Market Size, by Region, 2020-2026 (USD Million)
11.9 Transportation and Logistics
Table 92 Transportation and Logistics: Customer Journey Analytics Market Size, by Region, 2015-2019 (USD Million)
Table 93 Transportation and Logistics: Market Size, by Region, 2020-2026 (USD Million)
11.10 Travel and Hospitality
Table 94 Travel and Hospitality: Market Size, by Region, 2015-2019 (USD Million)
Table 95 Travel and Hospitality: Market Size, by Region, 2020-2026 (USD Million)
11.11 Other Verticals
Table 96 Other Verticals: Market Size, by Region, 2015-2019 (USD Million)
Table 97 Other Verticals: Market Size, by Region, 2020-2026 (USD Million)
12 Customer Journey Analytics Market, by Region
12.1 Introduction
Figure 48 India to Register the Highest CAGR During the Forecast Period
Figure 49 Asia-Pacific to Witness the Highest CAGR During the Forecast Period
Table 98 Market Size, by Region, 2015-2019 (USD Million)
Table 99 Market Size, by Region, 2020-2026 (USD Million)
12.2 North America
12.2.1 North America: Customer Journey Analytics Market Drivers
12.2.2 North America: COVID-19 Impact
12.2.3 North America: Regulations
12.2.3.1 Health Insurance Portability and Accountability Act of 1996
12.2.3.2 California Consumer Privacy Act
12.2.3.3 Gramm-Leach-Bliley Act
12.2.3.4 Health Information Technology for Economic and Clinical Health Act
12.2.3.5 Sarbanes Oxley Act
12.2.3.6 Federal Information Security Management Act
12.2.3.7 Payment Card Industry Data Security Standard
12.2.3.8 Federal Information Processing Standards
Figure 50 North America: Market Snapshot
Table 100 North America: Customer Journey Analytics Market Size, by Component, 2015-2019 (USD Million)
Table 101 North America: Market Size, by Component, 2020-2026 (USD Million)
Table 102 North America: Market Size, by Service, 2015-2019 (USD Million)
Table 103 North America: Market Size, by Service, 2020-2026 (USD Million)
Table 104 North America: Customer Journey Analytics Size, by Professional Service, 2015-2019 (USD Million)
Table 105 North America: Market Size, by Professional Service, 2020-2026 (USD Million)
Table 106 North America: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 107 North America: Market Size, by Organization Size, 2020-2026 (USD Million)
Table 108 North America: Market Size, by Deployment Mode, 2015-2019 (USD Million)
Table 109 North America: Customer Journey Analytics Market Size, by Deployment Mode, 2020-2026 (USD Million)
Table 110 North America: Market Size, by Data Source, 2015-2019 (USD Million)
Table 111 North America: Market Size, by Data Source, 2020-2026 (USD Million)
Table 112 North America: Market Size, by Application, 2015-2019 (USD Million)
Table 113 North America: Market Size, by Application, 2020-2026 (USD Million)
Table 114 North America: Market Size, by Vertical, 2015-2019 (USD Million)
Table 115 North America: Market Size, by Vertical, 2020-2026 (USD Million)
Table 116 North America: Market Size, by Country, 2015-2019 (USD Million)
Table 117 North America: Market Size, by Country, 2020-2026 (USD Million)
12.2.4 United States
12.2.5 Canada
12.3 Europe
12.3.1 Europe: Customer Journey Analytics Market Drivers
12.3.2 Europe: COVID-19 Impact
12.3.3 Europe: Regulations
12.3.3.1 General Data Protection Regulation
12.3.3.2 European Committee for Standardization
12.3.3.3 European Technical Standards Institute
Table 118 Europe: Market Size, by Component, 2015-2019 (USD Million)
Table 119 Europe: Market Size, by Component, 2020-2026 (USD Million)
Table 120 Europe: Market Size, by Service, 2015-2019 (USD Million)
Table 121 Europe: Market Size, by Service, 2020-2026 (USD Million)
Table 122 Europe: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 123 Europe: Market Size, by Professional Service, 2020-2026 (USD Million)
Table 124 Europe: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 125 Europe: Customer Journey Analytics Market Size, by Organization Size, 2020-2026 (USD Million)
Table 126 Europe: Market Size, by Deployment Mode, 2015-2019 (USD Million)
Table 127 Europe: Market Size, by Deployment Mode, 2020-2026 (USD Million)
Table 128 Europe: Market Size, by Data Source, 2015-2019 (USD Million)
Table 129 Europe: Market Size, by Data Source, 2020-2026 (USD Million)
Table 130 Europe: Market Size, by Application, 2015-2019 (USD Million)
Table 131 Europe: Market Size, by Application, 2020-2026 (USD Million)
Table 132 Europe: Market Size, by Vertical, 2015-2019 (USD Million)
Table 133 Europe: Market Size, by Vertical, 2020-2026 (USD Million)
Table 134 Europe: Market Size, by Country, 2015-2019 (USD Million)
Table 135 Europe: Market Size, by Country, 2020-2026 (USD Million)
12.3.4 United Kingdom
12.3.5 Germany
12.3.6 France
12.3.7 Rest of Europe
12.4 Asia-Pacific
12.4.1 Asia-Pacific: Customer Journey Analytics Market Drivers
12.4.2 Asia-Pacific: COVID-19 Impact
12.4.3 Asia-Pacific: Regulations
12.4.3.1 Privacy Commissioner for Personal Data
12.4.3.2 Act on the Protection of Personal Information
12.4.3.3 Critical Information Infrastructure
12.4.3.4 International Organization for Standardization 27001
12.4.3.5 Personal Data Protection Act
Figure 51 Asia-Pacific: Market Snapshot
Table 136 Asia-Pacific: Customer Journey Analytics Market Size, by Component, 2015-2019 (USD Million)
Table 137 Asia-Pacific: Market Size, by Component, 2020-2026 (USD Million)
Table 138 Asia-Pacific: Market Size, by Service, 2015-2019 (USD Million)
Table 139 Asia-Pacific: Market Size, by Service, 2020-2026 (USD Million)
Table 140 Asia-Pacific: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 141 Asia-Pacific: Market Size, by Professional Service, 2020-2026 (USD Million)
Table 142 Asia-Pacific: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 143 Asia-Pacific: Market Size, by Organization Size, 2020-2026 (USD Million)
Table 144 Asia-Pacific: Market Size, by Deployment Mode, 2015-2019 (USD Million)
Table 145 Asia-Pacific: Market Size, by Deployment Mode, 2020-2026 (USD Million)
Table 146 Asia-Pacific: Customer Journey Analytics Market Size, by Data Source, 2015-2019 (USD Million)
Table 147 Asia-Pacific: Market Size, by Data Source, 2020-2026 (USD Million)
Table 148 Asia-Pacific: Market Size, by Application, 2015-2019 (USD Million)
Table 149 Asia-Pacific: Market Size, by Application, 2020-2026 (USD Million)
Table 150 Asia-Pacific: Market Size, by Vertical, 2015-2019 (USD Million)
Table 151 Asia-Pacific: Market Size, by Vertical, 2020-2026 (USD Million)
Table 152 Asia-Pacific: Market Size, by Country, 2015-2019 (USD Million)
Table 153 Asia-Pacific: Market Size, by Country, 2020-2026 (USD Million)
12.4.4 China
12.4.5 Japan
12.4.6 India
12.4.7 Rest of Asia-Pacific
12.5 Middle East and Africa
12.5.1 Middle East and Africa: Customer Journey Analytics Market Drivers
12.5.2 Middle East and Africa: COVID-19 Impact
12.5.3 Middle East and Africa: Regulations
12.5.3.1 Israeli Privacy Protection Regulations (Data Security), 5777-2017
12.5.3.2 Cloud Computing Framework
12.5.3.3 Gdpr Applicability in the Kingdom of Saudi Arabia (Ksa)
12.5.3.4 Protection of Personal Information Act
Table 154 Middle East and Africa: Customer Journey Analytics Market Size, by Component, 2015-2019 (USD Million)
Table 155 Middle East and Africa: Market Size, by Component, 2020-2026 (USD Million)
Table 156 Middle East and Africa: Market Size, by Service, 2015-2019 (USD Million)
Table 157 Middle East and Africa: Market Size, by Service, 2020-2026 (USD Million)
Table 158 Middle East and Africa: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 159 Middle East and Africa: Market Size, by Professional Service, 2020-2026 (USD Million)
Table 160 Middle East and Africa: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 161 Middle East and Africa: Market Size, by Organization Size, 2020-2026 (USD Million)
Table 162 Middle East and Africa: Market Size, by Deployment Mode, 2015-2019 (USD Million)
Table 163 Middle East and Africa: Customer Journey Analytics Market Size, by Deployment Mode, 2020-2026 (USD Million)
Table 164 Middle East and Africa: Market Size, by Data Source, 2015-2019 (USD Million)
Table 165 Middle East and Africa: Market Size, by Data Source, 2020-2025 (USD Million)
Table 166 Middle East and Africa: Market Size, by Application, 2015-2019 (USD Million)
Table 167 Middle East and Africa: Market Size, by Application, 2020-2026 (USD Million)
Table 168 Middle East and Africa: Market Size, by Vertical, 2015-2019 (USD Million)
Table 169 Middle East and Africa: Market Size, by Vertical, 2020-2026 (USD Million)
Table 170 Middle East and Africa: Market Size, by Country, 2015-2019 (USD Million)
Table 171 Middle East and Africa: Market Size, by Country, 2020-2026 (USD Million)
12.5.4 Kingdom of Saudi Arabia
12.5.5 United Arab Emirates
12.5.6 South Africa
12.5.7 Rest of Middle East and Africa
12.6 Latin America
12.6.1 Latin America: Customer Journey Analytics Market Drivers
12.6.2 Latin America: COVID-19 Impact
12.6.3 Latin America: Regulations
12.6.3.1 Brazil Data Protection Law
12.6.3.2 Argentina Personal Data Protection Law No. 25.326
Table 172 Latin America: Market Size, by Component, 2015-2019 (USD Million)
Table 173 Latin America: Market Size, by Component, 20120-2026 (USD Million)
Table 174 Latin America: Market Size, by Service, 2015-2019 (USD Million)
Table 175 Latin America: Market Size, by Service, 2020-2026 (USD Million)
Table 176 Latin America: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 177 Latin America: Market Size, by Professional Service, 2020-2026 (USD Million)
Table 178 Latin America: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 179 Latin America: Market Size, by Organization Size, 2020-2026 (USD Million)
Table 180 Latin America: Market Size, by Deployment Mode, 2015-2019 (USD Million)
Table 181 Latin America: Customer Journey Analytics Market Size, by Deployment Mode, 2020-2026 (USD Million)
Table 182 Latin America: Market Size, by Data Source, 2015-2019 (USD Million)
Table 183 Latin America: Market Size, by Data Source, 2020-2026 (USD Million)
Table 184 Latin America: Market Size, by Application, 2015-2019 (USD Million)
Table 185 Latin America: Market Size, by Application, 2020-2026 (USD Million)
Table 186 Latin America: Market Size, by Vertical, 2015-2019 (USD Million)
Table 187 Latin America: Market Size, by Vertical, 2020-2026 (USD Million)
Table 188 Latin America: Market Size, by Country, 2015-2019 (USD Million)
Table 189 Latin America: Market Size, by Country, 2020-2025 (USD Million)
12.6.4 Brazil
12.6.5 Mexico
12.6.6 Rest of Latin America
13 Competitive Landscape
13.1 Overview
13.2 Historical Revenue Analysis of Key Market Players
Figure 52 Revenue Analysis of Key Market Players
13.3 Company Evaluation Quadrant
13.3.1 Star
13.3.2 Emerging Leaders
13.3.3 Pervasive Players
13.3.4 Participants
Figure 53 Customer Journey Analytics Market (Global), Company Evaluation Quadrant, 2020
13.3.5 Strength of Product Portfolio
Figure 54 Product Portfolio Analysis of Top Players in the Market
13.3.6 Business Strategy Excellence
Figure 55 Business Strategy Excellence of Top Players in the Market
13.3.7 Ranking of Key Market Players in the Customer Journey Analytics Market, 2020
Figure 56 Ranking of Key Players, 2020
13.3.8 Company Product Footprint Analysis
Table 190 Company Product Footprint
Figure 57 Company Application Footprint
Figure 58 Company Vertical Footprint
Table 191 Company Region Footprint
13.4 Competitive Scenario
13.4.1 New Product Launches and Product Enhancements
Table 192 New Product Launches and Product Enhancements, 2018-2021
13.4.2 Business Expansions
Table 193 Business Expansions, 2019-2020
13.4.3 Mergers and Acquisitions
Table 194 Mergers and Acquisitions, 2018-2020
13.4.4 Partnerships, Agreements, Contracts, and Collaborations
Table 195 Partnerships, Agreements, Contracts, and Collaborations, 2018-2021
13.5 Startup/SME Evaluation Quadrant, 2020
13.5.1 Progressive Companies
13.5.2 Responsive Companies
13.5.3 Dynamic Companies
13.5.4 Starting Blocks
Figure 59 Customer Journey Analytics Market (Global), Startup/Sme Evaluation Quadrant, 2020
13.5.5 Strength of Product Portfolio
Figure 60 Product Portfolio Analysis of Key Startups in the Market
13.5.6 Business Strategy Excellence
Figure 61 Business Strategy Excellence of Key Startups in the Market
13.5.7 SME/Startup Product Footprint Analysis
Table 196 SME/Startup Product Footprint
Figure 62 SME/Startup Application Footprint
Figure 63 SME/Startup Vertical Footprint
Table 197 SME/Startup Region Footprint
14 Company Profiles
14.1 Introduction
(Business Overview, Solutions and Services Offered, Recent Developments, Analyst's View, Key Strengths/Right to Win, Strategic Choices Made, and Weaknesses and Competitive Threats)*
14.2 Oracle
Table 198 Oracle: Business Overview
Figure 64 Oracle: Company Snapshot
14.3 Adobe
Table 199 Adobe: Business Overview
Figure 65 Adobe: Company Snapshot
14.4 Salesforce
Table 200 Salesforce: Business Overview
Figure 66 Salesforce: Company Snapshot
14.5 Nice
Table 201 Nice: Business Overview
Figure 67 Nice: Company Snapshot
14.6 Sap
Table 202 Sap: Business Overview
Figure 68 Sap: Company Snapshot
14.7 Microsoft
Table 203 Microsoft: Business Overview
Figure 69 Microsoft: Company Snapshot
14.8 Google
Table 204 Google: Business Overview
Figure 70 Google: Company Snapshot
14.9 Genesys
Table 205 Genesys: Business Overview
14.10 Cisco
Table 206 Cisco: Business Overview
Figure 71 Cisco: Company Snapshot
14.11 Teradata
Table 207 Teradata: Business Overview
Figure 72 Teradata: Company Snapshot
14.12 Alterian
14.13 [24]7.Ai
14.14 Brytercx
14.15 Verint
14.16 Thunderhead
14.17 Servion
14.18 Callminer
14.19 Startup/Sme Profiles
14.19.1 Acoustic
14.19.2 Pointillist
14.19.3 Ngdata
14.19.4 Kitewheel
14.19.5 Inquba
14.19.6 Firsthive
14.19.7 Calibermind
14.19.8 Amperity
14.19.9 Cerebri Ai
*Details on Business Overview, Solutions and Services Offered, Recent Developments, Analyst's View, Key Strengths/Right to Win, Strategic Choices Made, and Weaknesses and Competitive Threats Might Not be Captured in Case of Unlisted Companies.
15 Adjacent and Related Markets
15.1 Introduction
15.2 Customer Analytics Market - Global Forecast to 2025
15.2.1 Market Definition
15.2.2 Market Overview
Table 208 Global Customer Analytics Market Size and Growth, 2016-2023 (USD Million, Y-O-Y %)
15.2.2.1 Customer Analytics Market, by Component
Table 209 Customer Analytics Market Size, by Component, 2018-2025 (USD Million)
15.2.2.2 Customer Analytics Market, by Deployment Mode
Table 210 Customer Analytics Market Size, by Deployment Mode, 2018-2025 (USD Million)
15.2.2.3 Customer Analytics Market, by Organization Size
Table 211 Customer Analytics Market Size, by Organization Size, 2018-2025 (USD Million)
15.2.2.4 Customer Analytics Market, by Application
Table 212 Customer Analytics Market Size, by Application, 2018-2025 (USD Million)
15.2.2.5 Customer Analytics Market, by Data Source
Table 213 Customer Analytics Market Size, by Data Source, 2018-2025 (USD Million)
15.2.2.6 Customer Analytics Market, by Industry Vertical
Table 214 Customer Analytics Market Size, by Industry Vertical, 2018-2025 (USD Million)
15.2.2.7 Customer Analytics Market, by Region
Table 215 Customer Analytics Market Size, by Region, 2018-2025 (USD Million)
15.3 Retail Analytics Market - Global Forecast to 2025
15.3.1 Market Definition
15.3.2 Market Overview
Table 216 Retail Analytics Market Size and Growth Rate, 2016-2019 (USD Million, Y-O-Y %)
Table 217 Retail Analytics Market Size and Growth Rate, 2019-2025 (USD Million, Y-O-Y %)
15.3.2.1 Retail Analytics Market, by Component
Table 218 Retail Analytics Market Size, by Component, 2016-2019 (USD Million)
Table 219 Retail Analytics Market Size, by Component, 2019-2025 (USD Million)
15.3.2.2 Retail Analytics Market, by Business Function
Table 220 Retail Analytics Market Size, by Business Function, 2016-2019 (USD Million)
Table 221 Retail Analytics Market Size, by Business Function, 2019-2025 (USD Million)
15.3.2.3 Retail Analytics Market, by Application
Table 222 Retail Analytics Market Size, by Application, 2016-2019 (USD Million)
Table 223 Retail Analytics Market Size, by Application, 2019-2025 (USD Million)
15.3.2.4 Retail Analytics Market, by Organization Size
Table 224 Retail Analytics Market Size, by Organization Size, 2016-2019 (USD Million)
Table 225 Retail Analytics Market Size, by Organization Size, 2019-2025 (USD Million)
15.3.2.5 Retail Analytics Market, by End-user
Table 226 Retail Analytics Market Size, by End-user, 2016-2019 (USD Million)
Table 227 Retail Analytics Market Size, by End-user, 2019-2025 (USD Million)
15.3.2.6 Retail Analytics Market, by Region
Table 228 Retail Analytics Market Size, by Region, 2016-2019 (USD Million)
Table 229 Retail Analytics Market Size, by Region, 2019-2025 (USD Million)
16 Appendix
16.1 Industry Experts
16.2 Discussion Guide
Executive Summary
Companies Mentioned
- [24]7.Ai
- Acoustic
- Adobe
- Alterian
- Amperity
- Brytercx
- Calibermind
- Callminer
- Cerebri Ai
- Cisco
- Firsthive
- Genesys
- Inquba
- Kitewheel
- Microsoft
- Ngdata
- Nice
- Oracle
- Pointillist
- Salesforce
- Sap
- Servion
- Teradata
- Thunderhead
- Verint
Methodology
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