Customer Experience Analytics Market Research Report - Global Forecast 2027

Global Customer Experience Analytics Market, By Touch Point (Company Website, Branch, Call center, Web), Solution (Data Management, Voice of Customer, Web Analytical Tools, Social Media Analytical Tools, Dashboard and Reporting) - Forecast 2027

ID: MRFR/ICT/2246-HCR | February 2021 | Region: Global | 100 pages

Market Overview


Customer experience analytics is mostly the derivative of the data obtained through the interaction between the consumers and the company. International customer experience analytics market was estimated to be 6.5 billion in 2019. The market was at 8.5 billion in 2020 prior to pandemic. Customer Experience Analytics Market Forecast suggeststhat the market is speculated to grow at the CAGR of 17.7 percent in between the forecasted period of 2020 and 2027. Growing demand for personalized service from the customer side from different industries is among the crucial reasons behind the significant boost in customer experience analytics market.


Customer experience analytics market is about the transforming technicalities essential for rigorous development of the concerned enterprise to attain the greater goals of the consumers and for their better experience. With growing awareness among the business groups, significance of customer experience analytics has grown. They have realized that it is useful for boosting the customer experience, which in turn can help companies in enriching their brand value and enhance customer experience.


Customer experience analytics market has grown immensely through the various dimensions of data gathering. In this context, they work on various touchpoints and make sure that the consumers find it accomplishing to address the issues. With numerous ways, starting from web, specialized call centers, mail support facilities to smartphone technologies, enterprises are finding it more useful.


There are many dimensions based on which customer experience analytics market is enriching. With growing platforms, the market is speculated to be more significant in future. To be specific, the call center market is speculated to be the most significant in the forecast period of 2020 and 2027. Apparently, the number of call centers has grown in a noteworthy fashion in recent times. This facilitates the process of enhancing the business process upon smart handling of the customer queries in a much quicker fashion. In turn, it helps in maintaining the customer base and thus enriches the customer experience analytics market.   


Modern-day businesses pay huge importance towards customer retention and driving market share through the same. Through the boost in big data analytics, modern-day enterprises are much confident about designing, handling, and enhancing customer experience from both ends. These factors are expected to enrich the customer experience analytics market during the forecast period of 2020 and 2027. Specifically, the aspects like weak consumer experience, ongoing customer trends, and functional efficiencies can be identified and be worked upon. In addition, the greater level of investments in execution of high-end technicalities for marketing to assist customersin handling effective decisions aiming at boosting the customer experience. All these aspects are contributing to the growth of the customer experience analytics market


Evidently, technologies for acquisition of customers have grown immensely in recent times providing scope for having insight intocustomer experience analytics market demand. There are several reviews suggesting that the cost for retaining a customer has gone significantly cost-effective in modern times, upon comparing the same for acquisition of a new customer. In addition, there are also reports suggesting the recurring customers go for buying more frequently in comparison with others, even by paying extra amounts. The prime aim behind this has always been about attaining greater business growth. All these factors have contributed significantly towards the growth of customer experience analytics market.


A superior standard of customer experience management is also one of the foremost factors behind assuring superior customer accomplishment and retention. Through the process, the companies aim at boosting the sales for all the business groups from different sectors, ranging from retails, finance to entertainment. Enterprises over the world are increasing their investments in different segments of the products and setting marketing methods aimed at boosting customer engagement aiming at enhancing sales. Cumulative result of all these has resulted in growth in customer experience analytics market.


Covid 19 impact on Customer Experience Analytics Market:


Ongoing Covid-19 pandemic has a moderate level effect on Customer Experience Analytics Market Industry. The pandemic has immensely affected the core segments like manufacturing, transportation, retail, and logistic. Similarly, it has a moderate effect on the non-core domains like Information Technology, ecommerce, etc. Similarly, it has its mild effect on industrial segments like healthcare and PSUs as well. Cumulative effect of all these has certainly affected the Customer Experience Analytics Market Share.


This impact of pandemic is expected to remain there for at least a couple of forthcoming years. Among all, the industrial sectors are going to revive faster than the others. Similarly, the others are also expected to enrich sooner. All in all, the customer experience analytics market is expected to revive after the pandemic effect sooner.


Market Dynamics:


Major driving factors for the market:


Customer experience analytics market is expected to grow in a significant way through the improving big data analytics technicalities. Specifically, the market is expected to witness greater growth after the Pandemic phase gets over. This is expected to encourage the enterprises in designing, handling, and enhancing overall customer experience. All these are expected to boost the market during the forecast period.


Growing level of investments in integration of superior marketing technicalities is also one of the prime driving factors of customer experience analytics market. Apart from these, the advancing technicalities in marketing domain helping the marketers in taking key business decisions are also one of the foremost reasons in encouraging customer experience analytics market.


Noteworthy market opportunities:


Though the COVID-19 has its effect, the Customer Experience Analytics Market Opportunitiesis still having significant opportunities. Specifically, more number of companies showing interest in investing in growing trends of customer retention has widened the opportunity for the market. Similarly, the advancement of customer experience technology is also among the foremost reasons expanding the opportunities for customer experience analytics market.   


Market challenges:


There are several challenges associated with every market, specifically in the customer experience analytics segment. However, COVID-19 certainly has appeared as one of the major challenges in the Customer Experience Analytics Market Growth. Most importantly, the uncertainty arising due to the same has affected the investment level for the market, thus inhibiting the growth of it. Privacy has appeared as another major challenge towards the growth of customer experience analytics market. The need for reliable data for facilitating smooth processing demands greater investments in technologies. Specifically, cybersecurity threats have appeared as one of the prime challenges in terms of both collecting and maintaining the data.


However, the leading players are trying to come up with reliable ways regarding the improvement of the scenario. The investment level is expected to boost the overall Customer Experience Analytics Market Outlook in a considerable way in forthcoming years.


Overall growth analytics:


The cumulative customer experience analytics market is expected to reach around 15 billion by 2025. This is expected to rise from the present state of USD 9 billion in 2020. Moreover, this growth rate is expected to be achieved at the CAGR of 11.8 percent in between the forecast period of 2020 and 2025. Upon taking a peek into the Customer Experience Analytics Market Trends, it is evident about witnessing significant growth by the forecast period of 2027.


Value Chain Analysis:


Segmentation Analysis:


Irrespective of the Customer Experience Analytics Market Size, the overall customer experience analytics market can be segmented on the basis of touchpoint, in terms of solution, and in terms of vertical.


By touchpoint:


On the basis of touchpoint, the market can be further segmented into company website, branch, call center, and in terms of web.


By solutions:


On the basis of solutions, the market can be further segmented into data management, social media analytical tools, voice of customer, web analytical tools, and dashboard and reporting.


By vertical:


In terms of vertical, the market can be further classified into BFSI, healthcare, manufacturing, IT communication service provider, travel, and hospitality.      


This is a comprehensive report for the international customer experience analytics market that Customer Experience Analytics Market Trends.


Regional analysis:


Regional analysis of the customer experience analytics is under the studies for the domains like Asia Pacific, North America, Europe, and Rest of the World. As it is evident, North America is expected to enjoy the highest share of the market. Similarly, the Asia-Pacific is expected to witness growth at the highest possible rate during the forecast period by 2027. The prime factor behind the boost inthe market is the presence of Customer Experience Analytics Market Key Players.


Competitive analysis:


The major players enriching the customer experience analytic market are-



  • Oracle

  • Adobe

  • IBM

  • SAP SE

  • Avaya


Recent development:


According to latest reports, the Experience Analytics Market Forecast in the dimension ofRobotic Process Automation Market is expected to cross USD 7.64 Billion by the forecast period of 2028.


The latest reports suggest that the Media Monitoring Tools Market is going to witness growth at13.2% CAGR by forecast period of 2028.


India E-commerce Logistics Industry is forecasted to cross INR 492.4 Bn by 2025.


Report Overview



  • Market overview 

  • COVID 19 Analysis

  • Market Dynamics

  • Market segmentation 

  • Regional Analysis

  • Competitive landscape analysis

  • Recent Developments 


Customer Experience Analytics Market Demand is expected to remain constant at present despite all odds of a pandemic. Most importantly, the significant investment from the key players is speculated to be the prime factor encouraging the market. Customer Experience Analytics Market Forecast promises good growth of the market despite COVID impact.


The segmentation section includes:


There are various factors that encourage the Customer Experience Analytics Market Growth. However, these can be segmented on the basis of following aspects-


By Touchpoint



  • Company Website

  • Branch

  • Call Center

  • Web


By Solution



  • Data Management

  • Social Media Analytical Tools

  • Voice of Customer

  • Web Analytical Tools

  • Dashboard and Reporting


By Vertical



  • BFSI

  • Healthcare

  • Manufacturing

  • IT Communication Service Provider

  • Travel and Hospitality



Report Scope:
Report Attribute/Metric Details
  Market Size   USD 12 Billion (2023)
  CAGR   14% (2017-2023)
  Base Year   2019
  Forecast Period   2020-2027
  Historical Data   2018
  Forecast Units   Value (USD Billion)
  Report Coverage   Revenue Forecast, Competitive Landscape, Growth Factors, and Trends
  Segments Covered   By Touch Point, Solution
  Geographies Covered   North America, Europe, Asia-Pacific, and Rest of the World (RoW)
  Key Vendors   Adobe Systems Incorporated (U.S.), Oracle Corporation (U.S.), IBM Corporation (U.S.), Nokia Networks (Finland), Tech Mahindra Limited (India), Avaya Inc. (U.S.), SDL (U.K.), SAS Institute Inc. (U.S.), OpenText Corporation (Canada) and HP Inc. (U.S.)
  Key Market Opportunities   he touch points segment is further bifurcated into company website, branch or store, call center and web.
  Key Market Drivers

  • The number of call centers are increasing day by day which helps in optimizing the business procedures by handling customer queries immediately. \r\n
  • This ultimately helps in retaining customers and hence in driving the market share of customer experience analytics market.


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    Frequently Asked Questions (FAQ) :


    The market is going to reach a valuation of USD 12 Billion by 2023.

    As per the research, the market is going to acquire a 14% of CAGR between 2020 and 2027.

    North America, Europe, Asia, and the Rest of the World (ROW) are the region where the regional analysis of the market has been done.

    Oracle Corporation (U.S.), IBM Corporation (U.S.), Adobe Systems Incorporated (U.S.), and Nokia Networks (Finland) are the top key players investing in the market’s growth.

    The customer experience analytics market has been segmented by the elements of touch points, solution and vertical.

    TABLE OF CONTENTS

    1 MARKET INTRODUCTION

    1.1 INTRODUCTION

    1.2 SCOPE OF STUDY

    1.2.1 RESEARCH OBJECTIVE

    1.2.2 ASSUMPTIONS

    1.2.3 LIMITATIONS

    1.3 MARKET STRUCTURE

    2 RESEARCH METHODOLOGY

    2.1 RESEARCH TYPE

    2.2 PRIMARY RESEARCH

    2.3 SECONDARY RESEARCH

    2.4 FORECAST MODEL

    2.4.1 MARKET DATA COLLECTION, ANALYSIS & FORECAST

    2.4.2 MARKET SIZE ESTIMATION

    3 MARKET DYNAMICS

    3.1 INTRODUCTION

    3.2 MARKET DRIVERS

    3.3 MARKET CHALLENGES

    3.4 MARKET OPPORTUNITIES

    3.5 MARKET RESTRAINTS

    4 EXECUTIVE SUMMARY

    5. MARKET FACTOR ANALYSIS

    5.1 PORTER’S FIVE FORCES ANALYSIS

    5.2 SUPPLY CHAIN ANALYSIS

    6 CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SEGMENTS

    6.1 INTRODUCTION

    6.2 MARKET STATISTICS

    6.2.1 BY TOUCH POINT

    6.2.1.1 COMPANY WEBSITE

    6.2.1.2 BRANCH

    6.2.1.3 CALL CENTER

    6.2.1.4 WEB

    6.2.2 BY SOLUTION

    6.2.2.1 DATA MANAGEMENT

    6.2.2.2 SOCIAL MEDIA ANALYTICAL TOOLS

    6.2.2.3 VOICE OF CUSTOMER

    6.2.2.4 WEB ANALYTICAL TOOLS

    6.2.2.5 DASHBOARD AND REPORTING

    6.2.3 BY VERTICAL

    6.2.3.1 BFSI

    6.2.3.2 HEALTHCARE

    6.2.3.3 MANUFACTURING

    6.2.3.4 IT COMMUNICATION SERVICE PROVIDER

    6.2.3.5 TRAVEL & HOSPITALITY

    6.2.5 BY REGION

    6.2.5.1 NORTH AMERICA

    6.2.5.2 EUROPE

    6.2.5.3 ASIA-PACIFIC

    6.2.4.4 REST OF THE WORLD

    7 COMPETITIVE ANALYSIS

    7.1 MARKET SHARE ANALYSIS

    7.2 COMPANY PROFILES

    7.2.1 ADOBE SYSTEMS INCORPORATED (U.S.)

    7.2.2 ORACLE CORPORATION (U.S.)

    7.2.3 IBM CORPORATION (U.S.)

    7.2.4 NOKIA NETWORKS (FINLAND)

    7.2.5 TECH MAHINDRA LIMITED (INDIA)

    7.2.6 AVAYA INC. (U.S.)

    7.2.7 SDL (U.K.)

    7.2.8 SAS INSTITUTE INC. (U.S.)

    7.2.9 OPENTEXT CORPORATION (CANADA)

    7.2.10 HP INC. (U.S.)

    7.2.11 OTHERS

    LIST OF TABLES

    TABLE 1 CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT

    TABLE 2 CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION

    TABLE 3 CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL

    TABLE 4 CUSTOMER EXPERIENCE ANALYTICS MARKET, BY REGIONS

    TABLE 5 NORTH AMERICA CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT

    TABLE 6 NORTH AMERICA CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION

    TABLE 7 NORTH AMERICA CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL

    TABLE 8 U.S. CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT

    TABLE 9 U.S. CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION

    TABLE 10 U.S. CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL

    TABLE 11 CANADA CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT

    TABLE 12 CANADA CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION

    TABLE 13 CANADA CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL

    TABLE 14 GERMANY CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT

    TABLE 15 GERMANY CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION

    TABLE 16 GERMANY CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL

    TABLE 17 U.K. CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT

    TABLE 18 U.K. CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION

    TABLE 19 U.K. CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL

    TABLE 20 EUROPE CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT

    TABLE 21 EUROPE CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION

    TABLE 22 EUROPE CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL

    TABLE 23 FRANCE CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT

    TABLE 24 FRANCE CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION

    TABLE 25 FRANCE CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL

    TABLE 26 ASIA-PACIFIC CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT

    TABLE 27 ASIA-PACIFIC CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION

    TABLE 28 ASIA-PACIFIC CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL

    TABLE 29 REST OF THE WORLD CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT

    TABLE 30 REST OF THE WORLD CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION

    TABLE 31 REST OF THE WORLD CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL


    LIST OF FIGURES

    FIGURE 1 RESEARCH TYPE

    FIGURE 2 CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT (%)

    FIGURE 3 CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION (%)

    FIGURE 4 CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL (%)

    FIGURE 5 CUSTOMER EXPERIENCE ANALYTICS MARKET, BY REGIONS (%)

    FIGURE 6 NORTH AMERICA CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT (%)

    FIGURE 7 NORTH AMERICA CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION (%)

    FIGURE 8 NORTH AMERICA CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL (%)

    FIGURE 9 EUROPE CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT (%)

    FIGURE 10 EUROPE CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION (%)

    FIGURE 11 EUROPE CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL (%)

    FIGURE 12 ASIA-PACIFIC CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT (%)

    FIGURE 13 ASIA-PACIFIC CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION (%)

    FIGURE 14 ASIA PACIFIC CUSTOMER EXPERIENCE ANALYTICS MARKET, BY VERTICAL (%)

    FIGURE 15 REST OF THE WORLD CUSTOMER EXPERIENCE ANALYTICS MARKET, BY TOUCH POINT (%)

    FIGURE 16 REST OF THE WORLD CUSTOMER EXPERIENCE ANALYTICS MARKET, BY SOLUTION (%)

    FIGURE 17 REST OF THE WORLD CUSTOMER EXPERIENCE ANALYTICS MARKET, VERTICAL (%)