Customer Journey Analytics Market by Deployments (Cloud-based and On-premise), Components (Services and Solutions), Applications (Customer Behavioral Analysis, Product Management, Customer Segmentation and Targeting, Brand Management, Customer Churn Analysis, and Others), Enterprises (Small & Medium-sized Enterprises and Large Enterprises), Touchpoint (Social Media, Email, Web, Mobile, Call Center, Branch/Store, and Others), Industry Verticals (IT & Telecommunications, Media & Entertainment, Healthcare, BFSI, Retail & E-Commerce, Travel & Hospitality, and Others), and Regions (Asia Pacific, North America, Latin America, Europe, and Middle East & Africa) - Global Industry Analysis, Growth, Share, Size, Trends, and Forecast 2022 – 2030
The global customer journey analytics market size was valued at USD 8.4 billion in 2021, is projected to reach at USD 25.2 billion by 2030 and expanding at a CAGR of 20.4% during the forecast period, 2022–2030. The growth of the market is attributed to increasing demand for better customer experience.
Customer journey analytics is a procedure of evaluating customer behavior across touchpoints and in due course of time to determine how it affects company outcomes. Customer journey analytics capabilities provide context and clarity to the multichannel customer journey. Customer journey analytics benefits several sectors since it performs traffic and e-commerce analytics. Customer journey analytics offers specialists a powerful tool for understanding and engaging with each customer on a personal basis. It tracks consumer behavior across several channels and touch points by merging data from customer contacts, comments, and transactions to create a complete picture of the customer journey. It's a combination of sophisticated analytics, big data technologies, and domain knowledge that enables businesses to map their customers' journeys. Customer journey analytics includes dataset creation, diagnostics and visualization.
The coronavirus pandemic affected manufacturing firms, production, development, and logistics departments. The growth of the customer journey analytics market has hampered due to mandated lockdowns across the globe. There has been a shift in customer behavior, customers are using different channels for the same purchase. Customers are inclined towards online shopping using online sources to buy things including clothes, buying groceries, and medicines. Customer journey analytics market is increasing due to the demand for a different type of solutions and services.
Market Trends, Drivers, Restraints, and Opportunities
- Increasing demand for customer satisfaction and assistance is expected to drive the market.
- Rising demand for real-time customer journey analytics to generate actionable insights is projected to propel the market during the forecast period.
- Data security and privacy concerns is anticipated to hinder the market.
- Complex process of data synchronization is expected to hamper the market in the coming years.
- Increasing focus on virtual touchpoints is projected to create lucrative opportunities for market players.
Scope of the Report
The report on the global customer journey analytics market includes an assessment of the market, trends, segments, and regional markets. Overview and dynamics have also been included in the report.
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Attributes |
Details |
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Report Title |
Customer Journey Analytics Market - Global Industry Analysis, Growth, Share, Size, Trends, and Forecast |
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Base Year |
2021 |
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Historic Data |
2019–2020 |
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Forecast Period |
2022–2030 |
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Segmentation |
Deployments (Cloud-based and On-premise), Components (Services and Solutions), Applications (Customer Behavioral Analysis, Product Management, Customer Segmentation and Targeting, Brand Management, Customer Churn Analysis, and Others), Enterprises (Small & Medium-sized Enterprises and Large Enterprises), Touchpoint (Social Media, Email, Web, Mobile, Call Center, Branch/Store, and Others), and Industry Verticals (IT & Telecommunications, Media & Entertainment, Healthcare, BFSI, Retail & E-Commerce, Travel & Hospitality, and Others) |
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Regional Scope |
Asia Pacific, North America, Latin America, Europe, and Middle East & Africa |
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Report Coverage |
Company Share, Market Analysis and Size, Competitive Landscape, Growth Factors, and Trends, and Revenue Forecast |
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Key Players Covered in the Report |
Thunderhead; Servion; CallMiner; NGDATA; Acoustic; FirstHive; CaliberMind; Amperity; Cerebri AI; Oracle; Adobe; Salesforce; NICE; SAP; Google; Microsoft; Genesys; Cisco; Teradata; Alterian; Pointillist; BryterCX; inQuba; Kitewheel; and Verint |
Market Segment Insights
Cloud-based segment to expand at a considerable CAGR
On the basis of deployments, the customer journey analytics market is bifurcated into cloud-based and on-premise. The cloud-based segment is projected to expand at a considerable CAGR during the forecast period, due to the availability of simple deployment options with low capital and time requirements. The on-premise segment is anticipated to account for a major market share during the forecast period, owing to the increasing demand for customer satisfaction.
Services segment to hold a significant share of the market
Based on components, the market is divided into services and solutions. The services segment is expected to hold a significant share of the market in the coming years, due to the increasing demand for consistent customer support throughout business interaction. The solutions segment accounts for a significant market share, to understand customer needs.
Customer behavioral analysis segment to expand at a substantial CAGR
On the basis of applications, the customer journey analytics market is segregated into customer behavioral analysis, product management, customer segmentation and targeting, brand management, customer churn analysis, and others. The customer behavioral analysis segment is anticipated to expand at a substantial CAGR during the forecast period, owing to the increasing demand for customer satisfaction. The product management segment is expected to hold a significant share of the market, due to the increasing implementation of tools related to analytics.
Retail & E-commerce segment to register considerable market share
Based on industry verticals, the market is segmented into it & telecommunications, media & entertainment, healthcare, BFSI, retail & e-commerce, travel & hospitality, and others. The retail & e-commerce segment is projected to register considerable market share of the market in the coming years, due to the rapidly changing customer expectations. The BFSI segment is expected to hold substantial CAGR, as it enables high-performing teams to make data -driven decisions using complete data toolkit.
North America is anticipated to constitute a key market share
In terms of regions, the market is classified as Asia Pacific, North America, Latin America, Europe, and Middle East & Africa. North America is expected to constitute a key share of the market during the forecast period, owing to technological advancements in the region. The market in Asia Pacific is anticipated to expand at a rapid pace during the forecast period, due to the presence of key market players in the region.
2. Assumptions and Acronyms Used
3. Research Methodology
4. Customer Journey Analytics Market Overview
4.1. Introduction
4.1.1. Market Taxonomy
4.1.2. Market Definition
4.2. Macro-Economic Factors
4.2.1. Industry Outlook
4.3. Customer Journey Analytics Market Dynamics
4.3.1. Market Drivers
4.3.2. Market Restraints
4.3.3. Opportunity
4.3.4. Market Trends
4.4. Customer Journey Analytics Market - Supply Chain
4.5. Global Customer Journey Analytics Market Forecast
4.5.1. Customer Journey Analytics Market Size (US$ Mn) and Y-o-Y Growth
4.5.2. Customer Journey Analytics Market Size (000’ Units) and Y-o-Y Growth
4.5.3. Customer Journey Analytics Market Absolute $ Opportunity
5. Global Customer Journey Analytics Market Analysis and Forecast by Region
5.1. Market Trends
5.2. Introduction
5.2.1. Basis Point Share (BPS) Analysis by Region
5.2.2. Y-o-Y Growth Projections by Region
5.3. Customer Journey Analytics Market Size and Volume Forecast by Region
5.3.1. North America
5.3.2. Latin America
5.3.3. Europe
5.3.4. Asia Pacific
5.3.5. Middle East and Africa (MEA)
5.4. Absolute $ Opportunity Assessment by Region
5.5. Market Attractiveness/Growth Potential Analysis by Region
5.6. Global Customer Journey Analytics Demand Share Forecast, 2019-2026
6. North America Customer Journey Analytics Market Analysis and Forecast
6.1. Introduction
6.1.1. Basis Point Share (BPS) Analysis by Country
6.1.2. Y-o-Y Growth Projections by Country
6.2. North America Customer Journey Analytics Market Size and Volume Forecast by Country
6.2.1. U.S.
6.2.2. Canada
6.3. Absolute $ Opportunity Assessment by Country
6.4. Market Attractiveness/Growth Potential Analysis
6.4.1. By Country
6.4.2. By Product Type
6.4.3. By Application
6.5. North America Customer Journey Analytics Demand Share Forecast, 2019-2026
7. Latin America Customer Journey Analytics Market Analysis and Forecast
7.1. Introduction
7.1.1. Basis Point Share (BPS) Analysis by Country
7.1.2. Y-o-Y Growth Projections by Country
7.1.3. Latin America Average Pricing Analysis
7.2. Latin America Customer Journey Analytics Market Size and Volume Forecast by Country
7.2.1. Brazil
7.2.2. Mexico
7.2.3. Rest of Latin America
7.3. Absolute $ Opportunity Assessment by Country
7.4. Market Attractiveness/Growth Potential Analysis
7.4.1. By Country
7.4.2. By Product Type
7.4.3. By Application
7.5. Latin America Customer Journey Analytics Demand Share Forecast, 2019-2026
8. Europe Customer Journey Analytics Market Analysis and Forecast
8.1. Introduction
8.1.1. Basis Point Share (BPS) Analysis by Country
8.1.2. Y-o-Y Growth Projections by Country
8.1.3. Europe Average Pricing Analysis
8.2. Europe Customer Journey Analytics Market Size and Volume Forecast by Country
8.2.1. Germany
8.2.2. France
8.2.3. Italy
8.2.4. U.K.
8.2.5. Spain
8.2.6. Russia
8.2.7. Rest of Europe
8.3. Absolute $ Opportunity Assessment by Country
8.4. Market Attractiveness/Growth Potential Analysis
8.4.1. By Country
8.4.2. By Product Type
8.4.3. By Application
8.5. Europe Customer Journey Analytics Demand Share Forecast, 2019-2026
9. Asia Pacific Customer Journey Analytics Market Analysis and Forecast
9.1. Introduction
9.1.1. Basis Point Share (BPS) Analysis by Country
9.1.2. Y-o-Y Growth Projections by Country
9.1.3. Asia Pacific Average Pricing Analysis
9.2. Asia Pacific Customer Journey Analytics Market Size and Volume Forecast by Country
9.2.1. China
9.2.2. Japan
9.2.3. South Korea
9.2.4. India
9.2.5. Australia
9.2.6. Rest of Asia Pacific (APAC)
9.3. Absolute $ Opportunity Assessment by Country
9.4. Market Attractiveness/Growth Potential Analysis
9.4.1. By Country
9.4.2. By Product Type
9.4.3. By Application
9.5. Asia Pacific Customer Journey Analytics Demand Share Forecast, 2019-2026
10. Middle East & Africa Customer Journey Analytics Market Analysis and Forecast
10.1. Introduction
10.1.1. Basis Point Share (BPS) Analysis by Country
10.1.2. Y-o-Y Growth Projections by Country
10.1.3. Middle East & Africa Average Pricing Analysis
10.2. Middle East & Africa Customer Journey Analytics Market Size and Volume Forecast by Country
10.2.1. Saudi Arabia
10.2.2. South Africa
10.2.3. UAE
10.2.4. Rest of Middle East & Africa (MEA)
10.3. Absolute $ Opportunity Assessment by Country
10.4. Market Attractiveness/Growth Potential Analysis
10.4.1. By Country
10.4.2. By Product Type
10.4.3. By Application
10.5. Middle East & Africa Customer Journey Analytics Demand Share Forecast, 2019-2026
11. Competition Landscape
11.1. Global Customer Journey Analytics Market: Market Share Analysis
11.2. Customer Journey Analytics Distributors and Customers
11.3. Customer Journey Analytics Market: Competitive Dashboard
11.4. Company Profiles (Details: Overview, Financials, Developments, Strategy)