Customer Experience Analytics Market Research Report - Global Forecast 2023

Customer Experience Analytics Market Research Report - Global Forecast 2023

ID: MRFR/ICT/2246-HCRR | August, 2018 | Region: Global | 100 pages | Half-Cooked Research Reports

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 2023

Market Synopsis of Customer Experience Analytics Market:
Market Scenario:
Customer experience analytics is derived from the data acquired from consumer and company interaction. Customer experience analytics is gaining importance in today’s competitive market. The customer experience analytics data is gathered via numerous touch points and helps the organization to understand consumer needs and problems. The consumer and company interactions happen via web, call centers, mails, mobiles etc.


Customer experience analytics market is segmented on the basis of touch points, solution and vertical. The touch points segment is further bifurcated into company website, branch or store, call center and web. Out of these, the call center market is expected to dominate the market during the forecast period.


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


The global Customer experience analytics market is expected to grow at approx. USD 12 Billion by 2023, at 14% of CAGR between 2017 and 2023.


Study Objectives of Customer Experience Analytics Market:



  • To provide detailed analysis of the market structure along with forecast of the various segments and sub-segments of the customer experience analytics market.

  • To provide insights about factors affecting the market growth.

  • To provide historical and forecast revenue of the market segments and sub-segments with respect to four main geographies and their countries- North America, Europe, Asia, and Rest of the World (ROW).

  • To provide country level analysis of the market with respect to the current market size and future perspective.

  • To provide country level analysis of the market for segmentation on the basis of touch points, solution and vertical.

  • To provide strategic profiling of key players in the market, comprehensively analyzing their core competencies, and drawing a competitive landscape for customer experience analytics

  • To track and analyze competitive developments such as joint ventures, strategic alliances, mergers and acquisitions, new product developments, and research and developments in the customer experience analytics



Customer Experience Analytics MarketCustomer Experience Analytics Market

Key Players:
The prominent players in customer experience analytics market are – 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.) among others.


Segments:
Customer experience analytics market can be segmented on the basis of following:

By Touch Point


  • 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




Regional Analysis:
The regional analysis of customer experience analytics market is being studied for regions such as Asia Pacific, North America, Europe and Rest of the World. It has been observed that North America is estimated to account for the largest share of the market, whereas Asia-Pacific is projected to grow at the fastest rate during the forecast period. The major factor in the growth of customer experience analytics market in North America attributes to the presence of key companies like Oracle, Adobe, IBM in that region.


 


Intended Audience



  • Technology investors

  • Integrated device manufacturers (IDMs)

  • Original equipment manufacturers (OEMs)

  • Research/Consultancy firms

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 (%)