At Verified Market Intelligence, we provide a market study that encompasses both qualitative and quantitative assessments of latest trends for the market segmentations classified by our analysts. According to our research team, the Global Customer Journey Analytics Market was valued at USD 4.89 billion in 2017 and is projected to reach USD 25.39 billion by 2025, growing at a CAGR of 21.02% from 2018 to 2025. Our research study mainly includes an in-depth study of the market which includes major drivers, restraints, opportunities and challenges faced in the market along with the latest industrial trends.
Customer journey analytics can be best described as a convenient application designed especially for customer-client relationship manager and human resource executives in order to compile information based on the feedback given by the consumers. This helps companies to have a track on their customer's preferences and their inclination. These kind of applications are mainly optimized using business analytics software which is coded by the big data analysis professionals to attain customer and employee contentment and prevent various factors such as customer churning. The global customer journey analytics has attracted many clients and has benefitted multiple companies.
Customer journey analytics influenced applications have readily helped the companies to reduce the customer churning rate and has boosted the customer outreach and technical support systems. These characteristics acts as potential drivers for the global customer journey analytics whereas the complexity and delicacy of the tools and applications has posed a difficulty for various companies competing in the global market and has caused a hindrance in the growth rate of the overall market.
The "Global Customer Journey Analytics Market" study report will provide a valuable insight with an emphasis on the global market including some of the major players such as IBM Corporation, SAP, Adobe Systems, Servion, Salesforce, Pointillist, Callminer, Clickfox and many more. Our market analysis also entails a section solely dedicated for such major players wherein our analysts provide an insight to the financial statements of all the major players, along with its product benchmarking and SWOT analysis.
As a part of market estimation, the study also comprises a list of tables and figures for the "Global Customer Journey Analytics Market" which focuses on a constructive knowledge essential for the companies or individuals interested in the market study report. As a part of market segmentation, our study exhibits a market analysis on the basis of application and geography.
On the basis of application, the "Global Customer Journey Analytics Market" can be categorized as customer segmentation & targeting, customer behavioral analysis, customer churn analysis, brand management and campaign management. In terms of geography, Asia Pacific accounts for the fastest growing market due to the presence of numerous developing countries in this region along with their emerging markets. The Chinese market has a major share in this region.
TABLE OF CONTENTS
1 INTRODUCTION 10
1.1 MARKET DEFINITION 10
1.2 MARKET SEGMENTATION 11
1.3 RESEARCH TIMELINES 12
1.4 ASSUMPTIONS 12
1.5 LIMITATIONS 13
2 RESEARCH METHODOLOGY OF VERIFIED MARKET INTELLIGENCE 14
2.1 DATA MINING 14
2.2 SECONDARY RESEARCH 14
2.3 PRIMARY RESEARCH 14
2.4 SUBJECT MATTER EXPERT ADVICE 14
2.5 QUALITY CHECK 15
2.6 FINAL REVIEW 15
2.7 DATA TRIANGULATION 15
2.8 BOTTOM-UP APPROACH 16
2.9 TOP DOWN APPROACH 16
2.10 RESEARCH FLOW 17
2.11 DATA SOURCES 17
2.12 PRIMARY INTERVIEWS 18
2.12.1 PRIMARY INTERVIEW BREAKDOWN 18
2.12.2 PRIMARY INTERVIEWS TRANSCRIPTS 18
3 EXECUTIVE SUMMARY 19
3.1 MARKET OVERVIEW 19
3.2 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET GEOGRAPHICAL ANALYSIS 20
3.3 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY (USD MILLION) 21
3.4 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION (USD MILLION) 22
3.5 GLOBAL MARKET SPLIT 23
3.6 COUNTRY CAGRS, 2018 - 2025 24
4 MARKET OUTLOOK 25
4.1 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET OUTLOOK 25
4.2 MARKET DRIVERS 26
4.2.1 INITIATIVES TOWARDS REDUCING CUSTOMER CHURN RATE 26
4.2.2 GROWING DEMAND FOR CONSISTENT CUSTOMER SUPPORT THROUGHOUT BUSINESS INTERACTION 27
4.3 MARKET RESTRAINTS 28
4.3.1 EXISTENCE OF COMPLEX TECHNOLOGY AND TOOLS 28
4.4 MARKET OPPORTUNITIES 28
4.4.1 INCREASING NEED TO PREDICT CONSUMER BEHAVIOR THROUGH INSIGHTS 28
4.5 MARKET CHALLENGES 29
4.5.1 THREATS REGARDING SAFETY AND PROTECTION OF THE DATA 29
4.6 PORTER'S FIVE FORCES ANALYSIS 30
5 MARKET, BY APPLICATION 31
5.1 OVERVIEW 31
5.2 CUSTOMER SEGMENTATION & TARGETING 32
5.3 CUSTOMER BEHAVIORAL ANALYSIS 32
5.4 CUSTOMER CHURN ANALYSIS 33
5.5 BRAND MANAGEMENT 33
5.6 CAMPAIGN MANAGEMENT 33
5.7 OTHERS 33
6 MARKET, BY TOUCHPOINT 35
6.1 OVERVIEW 35
6.2 WEB 36
6.3 SOCIAL MEDIA 36
6.4 MOBILE 36
6.5 EMAIL 37
6.6 BRANCH/STORE 37
6.7 OTHERS 37
7 MARKET, BY INDUSTRY 38
7.1 OVERVIEW 38
7.2 BANKING, FINANCIAL SERVICES, AND INSURANCE (BFSI) 39
7.3 TELECOMMUNICATIONS AND IT 39
7.4 HEALTHCARE AND LIFE SCIENCES 40
7.5 MEDIA AND ENTERTAINMENT 40
7.6 RETAIL AND ECOMMERCE 40
7.7 OTHERS 41
8 MARKET, BY GEOGRAPHY 42
8.1 OVERVIEW 42
8.2 NORTH AMERICA 44
8.2.1 U.S. 48
8.2.2 CANADA 50
8.2.3 MEXICO 52
8.3 EUROPE 54
8.3.1 GERMANY 58
8.3.2 UK 60
8.3.3 FRANCE 62
8.4 ASIA PACIFIC 64
8.4.1 CHINA 68
8.4.2 JAPAN 70
8.4.3 INDIA 72
8.5 LATIN AMERICA 74
8.5.1 BRAZIL 78
8.6 REST OF THE WORLD 80
9 COMPANY PROFILES 82
9.1 IBM 82
9.1.1 COMPANY OVERVIEW 82
9.1.2 IBM: KEY FACTS 82
9.1.3 FINANCIAL PERFORMANCE 83
9.1.4 PRODUCT BENCHMARKING 83
9.1.5 SWOT ANALYSIS 84
9.2 SAP 85
9.2.1 COMPANY OVERVIEW 85
9.2.2 SAP: KEY FACTS 86
9.2.3 FINANCIAL PERFORMANCE 86
9.2.4 PRODUCT BENCHMARKING 87
9.2.5 SWOT ANALYSIS 87
9.3 ADOBE SYSTEMS 88
9.3.1 COMPANY OVERVIEW 88
9.3.2 ADOBE SYSTEMS: KEY FACTS 88
9.3.3 FINANCIAL PERFORMANCE 89
9.3.4 PRODUCT BENCHMARKING 89
9.4 NICE SYSTEMS 90
9.4.1 COMPANY OVERVIEW 90
9.4.2 NICE SYSTEMS: KEY FACTS 90
9.4.3 FINANCIAL PERFORMANCE 91
9.4.4 PRODUCT BENCHMARKING 91
9.5 VERINT SYSTEMS 92
9.5.1 COMPANY OVERVIEW 92
9.5.2 VERINT SYSTEMS: KEY FACTS 92
9.5.3 FINANCIAL PERFORMANCE 93
9.5.4 PRODUCT BENCHMARKING 93
9.6 SALESFORCE 94
9.6.1 COMPANY OVERVIEW 94
9.6.2 SALESFORCE: KEY FACTS 95
9.6.3 PRODUCT BENCHMARKING 95
9.7 POINTILLIST 96
9.7.1 COMPANY OVERVIEW 96
9.7.2 POINTILLIST: KEY FACTS 96
9.7.3 PRODUCT BENCHMARKING 96
9.8 CLICKFOX 97
9.8.1 COMPANY OVERVIEW 97
9.8.2 CLICKFOX: KEY FACTS 97
9.8.3 PRODUCT BENCHMARKING 97
9.9 QUADIENT 98
9.9.1 COMPANY OVERVIEW 98
9.9.2 QUADIENT: KEY FACTS 98
9.9.3 PRODUCT BENCHMARKING 98
9.10 SERVION 99
9.10.1 COMPANY OVERVIEW 99
9.10.2 SERVION: KEY FACTS 99
9.10.3 PRODUCT BENCHMARKING 99
LIST OF TABLES
TABLE 1 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 32
TABLE 2 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 36
TABLE 3 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 39
TABLE 4 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET, BY GEOGRAPHY, 2016 - 2025 (USD MILLION) 43
TABLE 5 NORTH AMERICA CUSTOMER JOURNEY ANALYTICS MARKET, BY COUNTRY, 2016 - 2025 (USD MILLION) 45
TABLE 6 NORTH AMERICA CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 46
TABLE 7 NORTH AMERICA CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 46
TABLE 8 NORTH AMERICA CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 47
TABLE 9 U.S. CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 48
TABLE 10 U.S. CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 48
TABLE 11 U.S. CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 49
TABLE 12 CANADA CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 50
TABLE 13 CANADA CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 50
TABLE 14 CANADA CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 51
TABLE 15 MEXICO CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 52
TABLE 16 MEXICO CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 52
TABLE 17 MEXICO CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 53
TABLE 18 EUROPE CUSTOMER JOURNEY ANALYTICS MARKET, BY COUNTRY, 2016 - 2025 (USD MILLION) 55
TABLE 19 EUROPE CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 56
TABLE 20 EUROPE CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 56
TABLE 21 EUROPE CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 56
TABLE 22 GERMANY CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 58
TABLE 23 GERMANY CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 58
TABLE 24 GERMANY CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 59
TABLE 25 UK CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 60
TABLE 26 UK CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 60
TABLE 27 UK CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 61
TABLE 28 FRANCE CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 62
TABLE 29 FRANCE CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 62
TABLE 30 FRANCE CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 63
TABLE 31 ASIA PACIFIC CUSTOMER JOURNEY ANALYTICS MARKET, BY COUNTRY, 2016 - 2025 (USD MILLION) 65
TABLE 32 ASIA PACIFIC CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 66
TABLE 33 ASIA PACIFIC CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 66
TABLE 34 ASIA PACIFIC CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 67
TABLE 35 CHINA CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 68
TABLE 36 CHINA CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 68
TABLE 37 CHINA CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 69
TABLE 38 JAPAN CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 70
TABLE 39 JAPAN CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 70
TABLE 40 JAPAN CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 71
TABLE 41 INDIA CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 72
TABLE 42 INDIA CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 72
TABLE 43 INDIA CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 73
TABLE 44 LATIN AMERICA CUSTOMER JOURNEY ANALYTICS MARKET, BY COUNTRY, 2016 - 2025 (USD MILLION) 75
TABLE 45 LATIN AMERICA CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 76
TABLE 46 LATIN AMERICA CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 76
TABLE 47 LATIN AMERICA CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 77
TABLE 48 BRAZIL CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 78
TABLE 49 BRAZIL CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 78
TABLE 50 BRAZIL CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 79
TABLE 51 REST OF THE WORLD CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2016 - 2025 (USD MILLION) 80
TABLE 52 REST OF THE WORLD CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT, 2016 - 2025 (USD MILLION) 80
TABLE 53 REST OF THE WORLD CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2016 - 2025 (USD MILLION) 81
TABLE 54 IBM: KEY FACTS 82
TABLE 55 IBM: FINANCIAL PERFORMANCE 83
TABLE 56 IBM: PRODUCT BENCHMARKING 83
TABLE 57 SAP: KEY FACTS 86
TABLE 58 SAP: FINANCIAL PERFORMANCE 86
TABLE 59 SAP: PRODUCT BENCHMARKING 87
TABLE 60 ADOBE SYSTEMS: KEY FACTS 88
TABLE 61 ADOBE SYSTEMS: FINANCIAL PERFORMANCE 89
TABLE 62 ADOBE SYSTEMS: PRODUCT BENCHMARKING 89
TABLE 63 NICE SYSTEMS: KEY FACTS 90
TABLE 64 NICE SYSTEMS: FINANCIAL PERFORMANCE 91
TABLE 65 NICE SYSTEMS: PRODUCT BENCHMARKING 91
TABLE 66 VERINT SYSTEMS: KEY FACTS 92
TABLE 67 VERINT SYSTEMS: FINANCIAL PERFORMANCE 93
TABLE 68 VERINT SYSTEMS: PRODUCT BENCHMARKING 93
TABLE 69 SALESFORCE: KEY FACTS 95
TABLE 70 SALESFORCE: PRODUCT BENCHMARKING 95
TABLE 71 POINTILLIST: KEY FACTS 96
TABLE 72 POINTILLIST: PRODUCT BENCHMARKING 96
TABLE 73 CLICKFOX: KEY FACTS 97
TABLE 74 CLICKFOX: PRODUCT BENCHMARKING 97
TABLE 75 QUADIENT: KEY FACTS 98
TABLE 76 QUADIENT: PRODUCT BENCHMARKING 98
TABLE 77 SERVION: KEY FACTS 99
TABLE 78 SERVION: PRODUCT BENCHMARKING 99
FIGURE 1 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET SEGMENTATION 11
FIGURE 2 RESEARCH TIMELINES 12
FIGURE 3 DATA TRIANGULATION 15
FIGURE 4 MARKET RESEARCH FLOW 17
FIGURE 5 DATA SOURCES 17
FIGURE 6 PRIMARY INTERVIEWS BREAKDOWN 18
FIGURE 7 PRIMARY INTERVIEWS TRANSCRIPTS 18
FIGURE 8 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET OVERVIEW 19
FIGURE 9 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET GEOGRAPHICAL ANALYSIS, 2017 20
FIGURE 10 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY, 2017 VS 2025 (USD MILLION) 21
FIGURE 11 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION, 2017 VS 2025 (USD MILLION) 22
FIGURE 12 ASIA PACIFIC DOMINATED THE MARKET IN 2017 23
FIGURE 13 CAGR BY COUNTRY, 2018 - 2025 24
FIGURE 14 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET OUTLOOK 25
FIGURE 15 PORTER'S FIVE FORCES ANALYSIS 30
FIGURE 16 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION 31
FIGURE 17 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET, BY TOUCHPOINT 35
FIGURE 18 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET, BY INDUSTRY 38
FIGURE 19 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET, BY GEOGRAPHY, 2016 - 2025 (USD MILLION) 43
FIGURE 20 NORTH AMERICA MARKET SNAPSHOT 44
FIGURE 21 NORTH AMERICA CUSTOMER JOURNEY ANALYTICS MARKET SHARE, BY COUNTRY, 2017 45
FIGURE 22 EUROPE MARKET SNAPSHOT 54
FIGURE 23 EUROPE CUSTOMER JOURNEY ANALYTICS MARKET, BY COUNTRY, 2017 55
FIGURE 24 ASIA PACIFIC MARKET SNAPSHOT 64
FIGURE 25 ASIA PACIFIC CUSTOMER JOURNEY ANALYTICS MARKET, BY COUNTRY, 2017 65
FIGURE 26 LATIN AMERICA MARKET SNAPSHOT 74
FIGURE 27 LATIN AMERICA CUSTOMER JOURNEY ANALYTICS MARKET, BY COUNTRY, 2017 75
FIGURE 28 IBM REVENUE 2015 - 2017 (USD MILLION) 83
FIGURE 29 IBM: SWOT ANALYSIS 84
FIGURE 30 SAP PERFORMANCE, REVENUE 2015 - 2017 (EUR MILLION) 86
FIGURE 31 SAP: SWOT ANALYSIS 87
FIGURE 32 ADOBE SYSTEMS, REVENUE 2015 - 2017 (USD MILLION) 89
FIGURE 33 NICE SYSTEMS PERFORMANCE, REVENUE 2015 - 2017 (USD MILLION) 91
FIGURE 34 VERINT SYSTEMS PERFORMANCE, REVENUE 2016 - 2018 (USD MILLION) 93
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