Market Overview:
The global customer journey analytics market is expected to grow from USD 1.02 billion in 2018 to USD 2.48 billion by 2030, at a CAGR of 12.8% during the forecast period. The growth of the customer journey analytics market can be attributed to the increasing demand for customer-centric business strategies and rising need for real-time insights into customer behavior across different channels. However, data privacy and security concerns may restrain the growth of this market to some extent during the forecast period. Based on type, the web segment is expected to account for a larger share of the global customer journey analytics market in 2018.
Product Definition:
Customer Journey Analytics is a process of analyzing customer behavior to understand their needs and preferences. It helps businesses to identify the steps that customers take before making a purchase or becoming a loyal customer. The importance of Customer Journey Analytics is that it allows businesses to focus on the most important steps in the buying process, which can help them improve sales and conversions.
Web:
The global web is expected to reach USD 11.05 billion by 2021 and it's estimated to grow at a CAGR of XX% from 2018 -2021. The growth can be attributed to the increasing usage of smartphones, rising number of internet users, rapid adoption rate of digital services and devices coupled with surging demand for mobility across the globe which has in turn led to an increase in mobile advertising on various platforms including Google, Facebook & Twitter among others.
Social Media:
Social media is a network of sites, apps and applications that help people to connect with others. The social media helps in building brand reputation and customer loyalty. Social Media also helps in driving traffic to the business website from search engines which ultimately improves the organic search results for the company. It also aids in increasing sales by promoting products through social networks which eventually increases product awareness among consumers leading to an increase in sales volume.
Application Insights:
The customer segmentation and targeting application is expected to dominate the global market with over 40% revenue share in 2017. The growing adoption of social media marketing for various purposes, such as brand awareness, generating leads, and tracking sales is driving the demand for this application. Furthermore, campaigns that involve multiple channels such as television advertising are necessitating journey-based marketing analytics solutions to measure their effectiveness. These solutions enable companies to analyze data from different sources and create a comprehensive picture of customer behavior. This enables effective management of campaigns thereby resulting in higher revenue generation capabilities for companies operating in the digital space or adopting these solutions.
The product management segment accounted for over 20% revenue share in 2017 owing to increasing demand from enterprises seeking effective solution integration & implementation services across all channels including web, mobile applications & sites, social media platforms like Facebook & Twitter etc., email marketing platforms like Gmail & Yahoo!, SMS/MMS platform etc., store/branch level automation systems etc., call center operations etc.
Regional Analysis:
North America dominated the global customer journey analytics market in 2017. North America has been witnessing an increasing number of small and medium enterprises (SMEs). SMEs are the key drivers of economic growth and account for about two-thirds of all businesses in North America. The U.S., being a developed economy, is expected to dominate the regional market over the forecast period owing to increased adoption by SMEs as well as large enterprises for better decision making processes leading to improved business operations. Asia Pacific is anticipated to witness significant growth over the next eight years owing to improving internet infrastructure, rising smartphone penetration, and expanding retail sector especially in India & China which are among top five smartphone manufacturers globally along with other developing countries such as Indonesia & Malaysia etc.).
Growth Factors:
- Increasing demand for customer journey analytics from small and medium businesses (SMBs) due to the growing need to understand customer behavior and preferences.
- The increasing popularity of marketing automation platforms that offer customer journey analytics as a built-in feature is expected to drive market growth.
- Rising demand for solutions that can help organizations personalize their interactions with customers in order to improve customer loyalty and ROI is also anticipated to fuel market growth.
- Rapid technological advancements, such as the advent of big data and predictive analytics, are expected to create new opportunities for vendors in the customer journey analytics market over the next few years.
Scope Of The Report
Report Attributes
Report Details
Report Title
Customer Journey Analytics Market Research Report
By Type
Web, Social Media, Mobile, Email, Branch/Store, Call Center, Others (Surveys, Promotional Events, And Sales Representatives)
By Application
Customer Segmentation and Targeting, Customer Behavioral Analysis, Customer Churn Analysis, Campaign Management, Brand Management, Product Management, Others (Customer Loyalty and Process Management)
By Companies
Salesforce, IBM, Adobe Systems, Nice Systems, SAP, Verint Systems, Pointillist, Clickfox, Quadient, Kitewheel, Servion, Callminer
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
220
Number of Tables & Figures
154
Customization Available
Yes, the report can be customized as per your need.
Global Customer Journey Analytics Market Report Segments:
The global Customer Journey Analytics market is segmented on the basis of:
Types
Web, Social Media, Mobile, Email, Branch/Store, Call Center, Others (Surveys, Promotional Events, And Sales Representatives)
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
Customer Segmentation and Targeting, Customer Behavioral Analysis, Customer Churn Analysis, Campaign Management, Brand Management, Product Management, Others (Customer Loyalty and Process Management)
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Salesforce
- IBM
- Adobe Systems
- Nice Systems
- SAP
- Verint Systems
- Pointillist
- Clickfox
- Quadient
- Kitewheel
- Servion
- Callminer
Highlights of The Customer Journey Analytics Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Web
- Social Media
- Mobile
- Email
- Branch/Store
- Call Center
- Others (Surveys, Promotional Events, And Sales Representatives)
- By Application:
- Customer Segmentation and Targeting
- Customer Behavioral Analysis
- Customer Churn Analysis
- Campaign Management
- Brand Management
- Product Management
- Others (Customer Loyalty and Process Management)
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Customer Journey Analytics Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
How you may use our products:
- Correctly Positioning New Products
- Market Entry Strategies
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- Consumer Insights
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- Product & Brand Management
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8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Customer journey analytics is a data-driven approach to understanding how customers interact with your product or service. It helps you identify where and when customers are having problems, what actions they take as a result, and how satisfied they are with the experience. This information can help you improve your product or service by identifying which areas need more attention and by targeting marketing efforts accordingly.
Some of the major players in the customer journey analytics market are Salesforce, IBM, Adobe Systems, Nice Systems, SAP, Verint Systems, Pointillist, Clickfox, Quadient, Kitewheel, Servion, Callminer.
The customer journey analytics market is expected to grow at a compound annual growth rate of 12.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Customer Journey Analytics Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Customer Journey Analytics Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Customer Journey Analytics Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Customer Journey Analytics Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Customer Journey Analytics Market Size & Forecast, 2020-2028
4.5.1 Customer Journey Analytics Market Size and Y-o-Y Growth
4.5.2 Customer Journey Analytics Market Absolute $ Opportunity
Chapter 5 Global Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Market Size Forecast by Type
5.2.1 Web
5.2.2 Social Media
5.2.3 Mobile
5.2.4 Email
5.2.5 Branch/Store
5.2.6 Call Center
5.2.7 Others (Surveys
5.2.8 Promotional Events
5.2.9 And Sales Representatives)
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Market Size Forecast by Applications
6.2.1 Customer Segmentation and Targeting
6.2.2 Customer Behavioral Analysis
6.2.3 Customer Churn Analysis
6.2.4 Campaign Management
6.2.5 Brand Management
6.2.6 Product Management
6.2.7 Others (Customer Loyalty and Process Management)
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Customer Journey Analytics Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Customer Journey Analytics Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Analysis and Forecast
9.1 Introduction
9.2 North America Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Market Size Forecast by Type
9.6.1 Web
9.6.2 Social Media
9.6.3 Mobile
9.6.4 Email
9.6.5 Branch/Store
9.6.6 Call Center
9.6.7 Others (Surveys
9.6.8 Promotional Events
9.6.9 And Sales Representatives)
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Market Size Forecast by Applications
9.10.1 Customer Segmentation and Targeting
9.10.2 Customer Behavioral Analysis
9.10.3 Customer Churn Analysis
9.10.4 Campaign Management
9.10.5 Brand Management
9.10.6 Product Management
9.10.7 Others (Customer Loyalty and Process Management)
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Analysis and Forecast
10.1 Introduction
10.2 Europe Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Market Size Forecast by Type
10.6.1 Web
10.6.2 Social Media
10.6.3 Mobile
10.6.4 Email
10.6.5 Branch/Store
10.6.6 Call Center
10.6.7 Others (Surveys
10.6.8 Promotional Events
10.6.9 And Sales Representatives)
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Market Size Forecast by Applications
10.10.1 Customer Segmentation and Targeting
10.10.2 Customer Behavioral Analysis
10.10.3 Customer Churn Analysis
10.10.4 Campaign Management
10.10.5 Brand Management
10.10.6 Product Management
10.10.7 Others (Customer Loyalty and Process Management)
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Market Size Forecast by Type
11.6.1 Web
11.6.2 Social Media
11.6.3 Mobile
11.6.4 Email
11.6.5 Branch/Store
11.6.6 Call Center
11.6.7 Others (Surveys
11.6.8 Promotional Events
11.6.9 And Sales Representatives)
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Market Size Forecast by Applications
11.10.1 Customer Segmentation and Targeting
11.10.2 Customer Behavioral Analysis
11.10.3 Customer Churn Analysis
11.10.4 Campaign Management
11.10.5 Brand Management
11.10.6 Product Management
11.10.7 Others (Customer Loyalty and Process Management)
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Analysis and Forecast
12.1 Introduction
12.2 Latin America Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Market Size Forecast by Type
12.6.1 Web
12.6.2 Social Media
12.6.3 Mobile
12.6.4 Email
12.6.5 Branch/Store
12.6.6 Call Center
12.6.7 Others (Surveys
12.6.8 Promotional Events
12.6.9 And Sales Representatives)
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Market Size Forecast by Applications
12.10.1 Customer Segmentation and Targeting
12.10.2 Customer Behavioral Analysis
12.10.3 Customer Churn Analysis
12.10.4 Campaign Management
12.10.5 Brand Management
12.10.6 Product Management
12.10.7 Others (Customer Loyalty and Process Management)
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Market Size Forecast by Type
13.6.1 Web
13.6.2 Social Media
13.6.3 Mobile
13.6.4 Email
13.6.5 Branch/Store
13.6.6 Call Center
13.6.7 Others (Surveys
13.6.8 Promotional Events
13.6.9 And Sales Representatives)
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Market Size Forecast by Applications
13.10.1 Customer Segmentation and Targeting
13.10.2 Customer Behavioral Analysis
13.10.3 Customer Churn Analysis
13.10.4 Campaign Management
13.10.5 Brand Management
13.10.6 Product Management
13.10.7 Others (Customer Loyalty and Process Management)
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Customer Journey Analytics Market: Competitive Dashboard
14.2 Global Customer Journey Analytics Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Salesforce
14.3.2 IBM
14.3.3 Adobe Systems
14.3.4 Nice Systems
14.3.5 SAP
14.3.6 Verint Systems
14.3.7 Pointillist
14.3.8 Clickfox
14.3.9 Quadient
14.3.10 Kitewheel
14.3.11 Servion
14.3.12 Callminer
