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市場調查報告書

商品編碼

1539556

客戶旅程分析市場規模、佔有率和成長分析：按部署模型、按應用程式、按資料來源、按組織規模、按地區 - 產業預測，2024-2031 年

Customer Journey Analytics Market Size, Share, Growth Analysis, By Deployment model, By Application, By Data source, By Organization size, By Region - Industry Forecast 2024-2031

出版日期: 2024年08月12日 | 出版商:

SkyQuest | 英文 197 Pages | 商品交期: 3-5個工作天內

價格

簡介目錄

全球客戶旅程分析市場規模將於2022 年達到122.6 億美元，預測期（2024-2031 年）複合年成長率為20.2%，從2023 年到2031 年的147.4 億美元。億美元。

全球客戶旅程分析（CJA）市場專注於分析和監控公司和客戶體驗，從首次互動到購買後跟進。這些分析解決方案為企業提供了客戶旅程的詳細視圖，並幫助識別增強客戶經驗策略的機會。透過了解每個階段的客戶需求、偏好和行為，公司可以透過可行的見解和資料主導的方法來提高滿意度、保留率和忠誠度。對個人化客戶服務的需求不斷成長、競爭加劇以及提高客戶參與的需求正在推動 CJA 市場的擴張。社群媒體的激增以及透過不同管道增加的客戶互動使追蹤和理解客戶行為變得更加複雜，進一步增加了對高級分析解決方案的需求。然而，高昂的實施成本、對技術專業知識的需求、資料安全問題和隱私法規等挑戰是市場成長的主要障礙。此外，整合多個資料來源、即時處理資料以及提供對業務成果產生積極影響的可行見解是該領域的關鍵挑戰。

市場概況
北美洲
- 美國
- 加拿大
歐洲
- 德國
- 英國
- 法國
- 義大利
- 西班牙
- 其他歐洲國家地區
亞太地區
- 中國
- 印度
- 日本
- 韓國
- 其他亞太地區
拉丁美洲
- 巴西
- 其他拉丁美洲地區
中東和非洲 (MEA)
- 海灣合作理事會國家
- 南非
- 其他中東/非洲地區

競爭格局

前5名企業對比
主要企業市場定位（2023年）
主要市場參與者所採取的策略
近期市集活動
主要企業市場佔有率（2023年）

主要企業簡介

Adobe Inc.（US）
Salesforce.com, Inc.（US）
IBM Corporation（US）
SAP SE（Germany）
Verint Systems Inc.（US）
NICE Ltd.（Israel）
Salesforce.com, Inc.（US）
Woopra Inc.（US）
Acquia, Inc.（US）
ClickFox, Inc.（US）
ENGAGEMENT LABS INC.（Canada）
Glassbox（Israel）
Adoreboard（Northern Ireland）
CaliberMind（US）
LatentView Analytics（US）
Oracle Corporation（US）

公司簡介

業務部門概覽
財務更新
主要進展

Google分析（美國）
- 公司簡介
- 業務部門概覽
- 財務更新
- 主要進展
SAS Institute Inc.（美國）
- 公司簡介
- 業務部門概覽
- 財務更新
- 主要進展
Teradata 公司（美國）
- 公司簡介
- 業務部門概覽
- 財務更新
- 主要進展
Pega Systems Inc.（美國）
- 公司簡介
- 業務部門概覽
- 財務更新
- 主要進展

簡介目錄

Product Code: SQMIG45A2097

Global Customer Journey Analytics Market size was valued at USD 12.26 Billion in 2022 and is poised to grow from USD 14.74 Billion in 2023 to USD 64.21 Billion by 2031, at a CAGR of 20.2% during the forecast period (2024-2031).

The global Customer Journey Analytics (CJA) market focuses on analyzing and monitoring a customer's experience with a business from the initial interaction through to post-purchase follow-up. These analytics solutions offer businesses a detailed view of the customer journey, helping identify opportunities to enhance their customer experience strategies. By understanding customers' needs, preferences, and behaviors at each stage, businesses can improve satisfaction, retention, and loyalty through actionable insights and data-driven approaches. The growing demand for personalized customer interactions, increased competition, and the need for improved customer engagement are driving the expansion of the CJA market. The proliferation of social media and the rising number of customer interactions across diverse channels have made tracking and understanding customer behavior more complex, further fueling the need for advanced analytics solutions. However, challenges such as high implementation costs, technical expertise requirements, data security concerns, and privacy regulations pose significant barriers to market growth. Additionally, integrating multiple data sources, processing data in real-time, and delivering actionable insights that positively impact business outcomes are key challenges in this sector.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Customer Journey Analytics market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global Customer Journey Analytics Market Segmental Analysis

The global customer journey analytics market is segmented based on component, deployment, and region. Based on components, the market is segmented into solutions, and services. In terms of deployment, the market is segmented into on-premise, and cloud. By data source, the market is segmented into web, social media, mobile and others. Based on component it is divided into software and service. Based on vertical it is segmented into BFSI, telecommunication, government, manufacturing and others. By organization size, large enterprises and SMEs. Based on region, the market is segmented into North America, Europe, Asia Pacific, Middle East and Africa, and Latin America.

Drivers of the Global Customer Journey Analytics Market

The rapid pace of technological advancements and digital transformation has significantly reshaped customer behavior, preferences, and purchasing patterns. In the current market, customer loyalty is increasingly influenced by the overall quality of their experience rather than just price or product features. This comprehensive customer experience includes various elements such as exceptional customer service, effective advertising, appealing packaging design, and reliable product and service features. Companies must understand that delivering an outstanding customer experience is crucial for achieving a competitive advantage. By focusing on meeting and exceeding customer expectations, businesses can build a strong foundation for long-term success and growth. In an era where technology and digital changes are constant, prioritizing the creation of exceptional customer experiences-beyond just the products or pricing-is essential for thriving in the market.

Restraints in the Global Customer Journey Analytics Market

Customer journey analytics tools require a high level of technical expertise to be used effectively. Many businesses face difficulties in locating qualified personnel with the specialized skills needed to operate these tools. This shortage of skilled individuals can hinder the adoption and efficient use of customer journey analytics solutions. As a result, the lack of technical expertise not only affects the ability of businesses to fully utilize these tools but also has the potential to slow down overall market growth. The inability to harness the full capabilities of customer journey analytics can impact a company's ability to optimize customer experiences and drive growth.

Market Trends of the Global Customer Journey Analytics Market

AI and machine learning are increasingly being incorporated into customer journey analytics solutions, enhancing the ability of businesses to derive deeper insights and make more informed decisions. For example, AI-driven chatbots can gather valuable data on customer preferences and behaviors, which can then be analyzed to refine and improve the overall customer experience. This integration of advanced technologies allows businesses to better understand and anticipate customer needs, ultimately leading to more effective strategies and improved engagement. By leveraging AI and machine learning, companies can optimize their customer journey analytics to drive better outcomes and enhance their customer interactions.

Introduction

Objectives of the Study
Definitions
Market Scope

Research Methodology

Information Procurement
Secondary & Primary Data Sources
Market Size Estimation
Market Assumptions & Limitations

Executive Summary

Market Overview Outlook
Supply Demand Trend Analysis
Segmental Opportunity Analysis

Market Dynamics & Outlook

Market Dynamics
- Drivers
- Opportunities
- Restraints
- Challenges
Porters Analysis
- Competitive rivalry
- Threat of Substitute Products
- Bargaining Power of Buyers
- Threat of New Entrants
- Bargaining Power of Suppliers

Key Market Insights

Key Success Factors of The Market
Degree Of Competition
Top Investment Pockets
Market Attractive Index
Ecosystem Mapping
Market demand analysis
Data Management and Integration Analysis
Technology and Adoption analysis
Customer Journey Mapping analysis
Competitive Landscape Analysis

Global Customer Journey Analytics Market by Deployment Model

Market Overview
On Premise
Cloud

Global Customer Journey Analytics Market by Enterprise Size

Market Overview
Large Enterprise
SMEs

Global Customer Journey Analytics Market by Application

Market Overview
Brand Management
Campaign Management
Product Management
Customer Behavioral Management
Customer Churn and Retention Management
Customer Experience Management

Global Customer Journey Analytics Market by Data Source

Market Overview
Email
Social Media
Mobile
Web
Call Center
Store

Global Customer Journey Analytics Market by Vertical

Market Overview
BFSI
Government
Healthcare and Life Sciences
Retail and Ecommerce
Manufacturing
Telecommunications and Information Technology
Media and Entertainment
Transportation and Logistics
Travel and Hospitality
Others

Global Customer Journey Analytics Market Size by Region

Market Overview
North America
- USA
- Canada
Europe
- Germany
- UK
- France
- Italy
- Spain
- Rest of Europe
Asia Pacific
- China
- India
- Japan
- South Korea
- Rest of Asia-Pacific
Latin America
- Brazil
- Rest of Latin America
Middle East & Africa (MEA)
- GCC Countries
- South Africa
- Rest of MEA

Competitive Landscape

Top 5 Player Comparison
Market Positioning of Key Players, 2023
Strategies Adopted by Key Market Players
Recent Activities in the Market
Key Companies Market Share (%), 2023

Key Company Profiles

Adobe Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Salesforce.com, Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
IBM Corporation (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
SAP SE (Germany)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Verint Systems Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
NICE Ltd. (Israel)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Salesforce.com, Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Woopra Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Acquia, Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
ClickFox, Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
ENGAGEMENT LABS INC. (Canada)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Glassbox (Israel)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Adoreboard (Northern Ireland)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
CaliberMind (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
LatentView Analytics (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Oracle Corporation (US}

Company Overview

Business Segment Overview
Financial Updates
Key Developments

Google Analytics (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
SAS Institute Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Teradata Corporation (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Pega Systems Inc. (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments