Customer Journey Analytics Market

Customer Journey Analytics Market by Component, Organization Size, Deployment Mode, Data Source, Application (Campaign Management & Product Management), Vertical (BFSI, Retail & eCommerce, & Telecommunications and IT), and Region - Global Forecast to 2026

Report Code: TC 5633 Mar, 2021, by marketsandmarkets.com

[334 Pages Report] The global customer journey analytics market size to grow from 8.3 billion in 2020 to USD 25.1 billion by 2026, at a Compound Annual Growth Rate (CAGR) of 20.3% during the forecast period. Various 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.

Customer Journey Analytics Market

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COVID-19 Impact on Global Customer Journey Analytics Market

The customer journey analytics market is projected to witness a slight slowdown in its growth in 2020 due to COVID-19 lockdowns imposed worldwide. These lockdowns have been impacting all the verticals, including retail and eCommerce, BFSI, healthcare and life sciences, media and entertainment, and government. The pandemic has led to a shift in customer behavior, with lockdown driving customers to opt for omnichannel for purchasing. The condition is expected to come under control by mid-2021. The demand for customer journey analytics solutions and services is expected to increase due to customers shifting toward online purchasing. Due to lockdown regulations, there was a surge in the number of online media and entertainment users, which has created the demand for customer journey analytics solutions and services for understanding customer needs.

Market Dynamics

Driver: Growing need to provide better customer experience to drive need for customer journey analytics

The recent technology and digital transformation boom have led to a customer revolution in terms of changes in buying behaviors, choices, and modes. Customers no longer base their loyalty on price or product. Instead, they stay loyal to companies due to the experience they receive. Customer experience encompasses every aspect of a company’s offering—the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability. Exceptional customer experience is the best competitive advantage a company can secure. Customer experience has risen in importance over the last decade and is now lauded as the primary competitive battleground for enterprises across industries. From financial services and telecommunications to healthcare and retail, it is now recognized that exceptional CX can significantly impact business outcomes, such as a share of wallet, retention, and customer lifetime value. Companies should have the ability to use both active and passive customer data to better gauge customer and their journey for creating the optimal CX. Companies must collect, analyze, understand — and most importantly use — customer data to learn how to make CX better.

Restraint: Difficulty in quantifying customer experience RoI

All organizations want to measure and manage their efforts with numbers. Quantifying the RoI of customer experience is the toughest challenge for CX leaders, but it is most important for brands to justify financial results. Organizations across industries struggle to connect customer behavior and journeys to business-critical KPIs, such as revenue, churn, and cost to serve. The organization faces an inability to measure the impact of CX on business outcomes, which makes it difficult to secure a CX budget. Organizations that are challenged to quantify the ROI of CX initiatives report stagnant budgets or small decreases. Without resources, CX leaders cannot invest in the technology necessary to effectively measure and improve customer experience. Investing in CX brings a strong return on investment. The key is using data to prove the RoI of CX. Investing in customer experience builds a powerful lifeline between customers and the company. A large amount of structured and unstructured databases require significant resources, such as money, time, and employees, to analyze. This creates issues that block the optimum RoI from customer journey analytics.

Opportunity: Rise in demand for real-time customer journey analytics for generating actionable insights

In today’s digital and big data era, data can be structured or unstructured, and most of it resides outside enterprises. Thus, it has become crucial to have a platform that can be used to integrate various customer information. Currently, enterprises need a comprehensive customer journey analytics platform that can collect a high volume of customer data in real time to provide meaningful insights. This can assimilate data, structure, refine, provide the exploratory capability, identify and evaluate various patterns, and help make insight-based decisions faster. The customer journey analytics offers layers that enable users to explore data in understanding customer needs and project trends, and draw valuable insights using known analysis methods, such as sales and marketing optimization, cost optimization, risk management, and social network analysis. The latest data and analytics tools are projected to provide growth opportunities to analyze data for the benefit of customers and the market. They help in making changes in internal processes and developing the product and service model.

Challenge: Data security and privacy concerns

Security threats are projected to grow even further in the future. In the past four years, the financial impact of cybercrimes has increased by nearly 78%, and the time it takes to resolve cyberattacks has doubled. The increase in data from various sources is cumbersome for several IT teams. The inefficiency of managing exabytes and petabytes of data has increased the chances of security breaches and data losses. In today’s competitive marketplace, the marketing team requires real-time and secure data to deliver an outstanding customer experience. The organizations are gathering data through multiple touchpoints and measuring it virtually. Such data, which is used in support and communications, may include a variety of data types, such as public information, big data, and small data collected from the customers. This data can include permissions, individual preferences, and updated contact information on products, services, and communication platforms. Thus, the vendors need to ensure high-level data security to maintain customer trust.

Among verticals, the retail and eCommerce segment to grow at a the highest CAGR during the forecast period

The customer journey analytics market is segmented on verticals into BFSI, government, healthcare and life sciences, retail and eCommerce, manufacturing, telecommunications and IT, transportation and logistics, media and entertainment, travel and hospitality, and other verticals (education, and energy and utilities). 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.

The on-premises segments is expected to hold the larger market size 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. 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 online purchasing of goods hit the industry and are expected to drive the adoption of cloud-based customer journey analytics solutions. Highly secure customer data encryption and complete data visibility and control feature are responsible for the higher adoption of on-premises-based customer journey analytics solutions.

North America to hold the largest market size during the forecast period

North America is expected to hold the largest market size in the global customer journey analytics market, while Asia Pacific (APAC) is expected to grow at the highest CAGR during the forecast period. T The growing awareness for enhancing customer experience in key countries, such as China, India, and Japan, is expected to fuel the adoption of customer journey analytics solutions and services. The commercialization of the AI and ML technology, giving rise to increased customer data, and the need for further advancements to leverage its benefits to the maximum are expected to drive the adoption of customer journey analytics solutions in the region.

Customer Journey Analytics Market  by Region

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Key Market Players

The customer journey analytics vendors have implemented various types of organic as well as inorganic growth strategies, such as new product launches, product upgradations, partnerships and agreements, business expansions, and mergers and acquisitions to strengthen their offerings in the market. The major vendors in the global customer journey analytics market include Oracle (US), Adobe (US), Salesforce (US), NICE (US), SAP (Germany), Microsoft (US), Google (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). The study includes an in-depth competitive analysis of these key players in the customer journey analytics market with their company profiles, recent developments, and key market strategies.

Scope of the Report

Report Metrics

Details

Market size available for years

2015–2026

Base year considered

2019

Forecast period

2020–2026

Forecast units

USD Million

Segments covered

Component, organization size, deployment mode, data source, application, vertical, and region

Geographies covered

North America, Europe, APAC, Latin America, and MEA

Companies covered

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)

This research report categorizes the customer journey analytics market based on components, deployment mode, organization size, data source, application, vertical, and region.

By Component:

  • Solutions
  • Services
    • Managed Services
    • Professional Services
      • Support and Maintenance
      • Deployment and Integration
      • Consulting

By organization size:

  • Large Enterprises
  • Small and Medium-sized Enterprises (SMEs)

By deployment mode:

  • On-premises
  • Cloud

By data source:

  • Web
  • Social Media
  • Mobile
  • Email
  • Store
  • Call Center
  • Other Data Sources (Advertising, Loyalty Programs, Surveys, and Promotional Events)

By application:

  • Customer Segmentation and Targeting
  • Customer Experience Management
  • Customer Behavioural Analysis
  • Customer Churn and Retention Management
  • Brand Management
  • Campaign Management
  • Product Management
  • Other Applications (Compliance Management, Omnichannel Analysis and Customer Customer Lifetime Value Management)

By vertical:

  • BFSI
  • Government
  • Healthcare and Life Sciences
  • Retail and eCommerce
  • Manufacturing
  • Transportation and Logistics
  • Media and Entertainment
  • Telecommunications and IT
  • Travel and Hospitality
  • Other Verticals (Energy and Utilities, and Education)

By region:

  • North America
    • US
    • Canada
  • Europe
    • UK
    • Germany
    • France
    • Rest of Europe
  • APAC
    • China
    • Japan
    • India
    • Rest of APAC
  • MEA
    • KSA
    • UAE
    • South Africa
    • Rest of MEA
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America

Recent Developments:

  • In January 2021, NICE launched the new integrated capabilities between NICE inContact CXone and Microsoft Teams, empowering real-time recording as well as compatibility with a range of related applications. This launch of new capabilities will enable customers to safeguard every interaction using global, carrier-grade voice services.
  • In December 2020, Genesys launched Genesys Digital, a new business unit of Genesys. Genesys Digital will focus on enabling companies to keep pace with consumers’ evolving preferences for digital engagement across the customer journey, whether using webchat for an inquiry, scheduling an appointment via text, or receiving care from a chatbot.
  • In November 2020, SAP completed the acquisition of Emarsys, an omnichannel customer engagement platform provider. The Emarsys products will be added to the SAP Customer Experience portfolio. The addition of Emarsys products in the SAP Customer Experience portfolio will enable SAP to engage customers and deliver hyper-personalized, omnichannel engagements in real time.
  • In November 2020, NICE and NTT Data Germany formed a strategic partnership. The partnership aims to improve customer experience and drive cloud transformations with CXone. As a strategic partner in the EMEA region, NTT DATA will sell and support the entire NICE solution suite, including CXone, NICE Nexidia Analytics, and NICE Robotic Automation.
  • In May 2020, Google Cloud and Splunk partnered to help customers gain deeper insights from data. This partnership aimed to help organizations drive actionable insights from their data and enable better, faster decisions with real-time visibility across the enterprise.
  • In April 2020, Teradata announced the general availability of Teradata Vantage Customer Experience (CX) through the partnership with Celebrus. Vantage CX helps brands deliver relevant, personalized experiences in real time, across all customer interactions and touchpoints.
  • In February 2020, Google acquired Looker, a provider of a unified platform for business intelligence, data applications, and embedded analytics. This acquisition would enable Google to extend its analytics offering by defining two capabilities that would define business metrics and provide an analytical platform to make business decisions.
  • In January 2020, Adobe announced the availability of Adobe Experience Manager as a Cloud Service. Adobe Experience Manager as a Cloud Service brings together rich out-of-box capabilities and content customization options that marketers and developers demand.
  • In November 2019, Salesforce launched Customer 360 Truth. This new set of data and identity services enables companies to build a single source of truth across all their customer relationships. This launch will enable companies to better cater to their customers and predict their needs, such as addressing a customer service problem, creating a personalized marketing journey, predicting the best sales opportunities, or surfacing product recommendations.
  • In March 2019, Adobe announced the global availability of the Adobe Experience Platform. The platform claimed to be open and extensible that brings together data from across the enterprise, enabling real-time customer profiles leveraging Adobe Sensei AI and ML.

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TABLE OF CONTENTS

1 INTRODUCTION (Page No. - 39)
    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 (Page No. - 49)
    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 (Page No. - 66)
    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 (Page No. - 73)
    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 (Page No. - 76)
    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-WάRTTEMBERG 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 (Page No. - 103)
    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 (Page No. - 116)
    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 (Page No. - 122)
    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 (Page No. - 128)
    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 (Page No. - 139)
     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 (Page No. - 152)
     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 (Page No. - 168)
     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 (Page No. - 229)
     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 (Page No. - 248)
     14.1 INTRODUCTION
(Business Overview, Solutions and Services Offered, Recent Developments, MNM 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, MNM 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 (Page No. - 310)
     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 (Page No. - 322)
     16.1 INDUSTRY EXPERTS
     16.2 DISCUSSION GUIDE
     16.3 KNOWLEDGE STORE: MARKETSANDMARKETS’  SUBSCRIPTION PORTAL
     16.4 AVAILABLE CUSTOMIZATIONS
     16.5 RELATED REPORTS
     16.6 AUTHOR DETAILS

The study involved four major activities in estimating the current market size of customer journey analytics market. Extensive secondary research was done to collect information on the market, peer market, and parent market. The next step was to validate these findings, assumptions, and sizing with industry experts across the value chain through primary research. Both top-down and bottom-up approaches were used to estimate the total market size. After that, the market breakup and data triangulation procedures were used to estimate the market size of the segments and subsegments of the customer journey analytics market.

Secondary Research

In the secondary research process, various secondary sources, such as Data Science Journal, Institute of Electrical and Electronics Engineers (IEEE) Journals and magazines, and Journal/forums for Machine Learning (ML), Analytics India magazine, Customer Experience magazine, and other magazines have been referred to for identifying and collecting information for this study. Secondary sources included annual reports; press releases & investor presentations of companies; whitepapers, certified publications, and articles by recognized authors; gold standard and silver standard websites; Research and Development (R&D) organizations; regulatory bodies; and databases.

Primary Research

Various primary sources from both supply and demand sides were interviewed to obtain qualitative and quantitative information on the market. The primary sources from the supply side included various industry experts, including Chief X Officers (CXOs); Vice Presidents (VPs); directors from business development, marketing, and product development/innovation teams; related key executives from customer journey analytics solution vendors, system integrators, professional service providers, industry associations, and consultants; and key opinion leaders. All possible parameters that affect the market 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.

The following is the breakup of primary profiles:

Customer Journey Analytics Market  Size, and Share

To know about the assumptions considered for the study, download the pdf brochure

Market Size Estimation

Both top-down and bottom-up approaches were used to estimate and validate the total size of the customer journey analytics market. The top-down approach was used to derive the revenue contribution of top vendors and their offerings in the market. The bottom-up approach was used to arrive at the overall market size of the global market using key companies’ revenue and their offerings in the market. The research methodology used to estimate the market size includes the following:

  • The key players in the market were identified through extensive secondary research.
  • The market size, in terms of value, was determined through primary and secondary research processes.
  • All percentages, shares, and breakups were determined using secondary sources and verified through primary sources.

Data Triangulation

After arriving at the overall market size using the market size estimation processes as explained above, the market was split into several segments and subsegments. To complete the overall market engineering process and arrive at the exact statistics of each market segment and subsegment, data triangulation, and market breakup procedures were employed, wherever applicable. The overall market size was then used in the top-down procedure to estimate the size of other individual markets via percentage splits of the market segmentation.

Report Objectives

  • To define, describe, and forecast the customer journey analytics market by component (solutions and services), organization size, deployment mode, data source, application, vertical, and region
  • To provide detailed information about the major factors (drivers, restraints, opportunities, and industry-specific challenges) influencing the market growth
  • To analyze the opportunities in the market and provide details of the competitive landscape for stakeholders and market leaders
  • To forecast the market size of segments with respect to five main regions: North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America
  • To profile the key players and comprehensively analyze their market rankings and core competencies
  • To analyze competitive developments, such as partnerships, new product launches, and mergers and acquisitions, in the customer journey analytics market
  • To analyze the impact of the COVID-19 pandemic on the customer journey analytics market

Available Customizations

With the given market data, MarketsandMarkets offers customizations as per the company’s specific needs. The following customization options are available for the report:

Product Analysis

  • Product matrix provides a detailed comparison of the product portfolio of each company

Geographic Analysis

  • Further breakup of the North American customer journey analytics market
  • Further breakup of the European market
  • Further breakup of the APAC market
  • Further breakup of the Latin American market
  • Further breakup of the MEA market

Company Information

  • Detailed analysis and profiling of additional market players up to 5
COVID-19

Get in-depth analysis of the COVID-19 impact on the Customer Journey Analytics Market

Benchmarking the rapid strategy shifts of the Top 100 companies in the Customer Journey Analytics Market

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