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Customer Journey Analytics Market Research Report Information By Type (Web, Social Media, and Mobile), By Organization Size (SMEs and Large Enterprises), By Application (Customer Journey Mapping and Visualization, Customer Behavioral Analysis, and Product Management), By End-users (BFSI, Retail, Healthcare, and Telecommunications) And By Region (North America, Europe, Asia-Pacific, And Rest Of The World) –Market Forecast Till 2032.


ID: MRFR/ICT/3118-HCR | 100 Pages | Author: Aarti Dhapte| June 2024

Customer Journey Analytics Market Overview


The Customer Journey Analytics Market is projected to grow from USD 14.36 billion in 2024 to USD 47.71 billion by 2032, exhibiting a compound annual growth rate (CAGR) of 16.19% during the forecast period (2024 - 2032). Additionally, the market size for Customer Journey Analytics was valued at USD 12.1 billion in 2023.


Increased adoption of AI and Machine, Learning Real-Time analytics are the key market drivers enhancing market growth.


Figure 1: Customer Journey Analytics Market Size, 2024 - 2032 (USD Billion)

Customer Journey Analytics Market Overview

Source: Secondary Research, Primary Research, MRFR Database and Analyst Review

Customer Journey Analytics Market Trends


Real-Time Analytics is driving the market growth

Large pharmaceutical companies is important for customer journey analytics. These technologies enable companies to process enormous amounts of data, spot trends and forecast consumer behavior, resulting in personalized experiences and niche marketing initiatives. Omnichannel Customer Journey Analysis: As digital channels proliferate, companies examine customer journeys across various touchpoints, including websites, mobile apps, social media, and offline interactions. Businesses can gain a comprehensive understanding of the interactions with their customers using an omnichannel strategy, which improves insights and decision-making. Real-time customer journey analytics has gained popularity as companies look for quick responses to customer needs and preferences. With the help of this trend, businesses can offer personalized experiences immediately, increasing customer satisfaction and loyalty. As customer data is collected, privacy and data security are more crucial than ever. Businesses involved in customer journey analytics still need help to balance individualized experiences and customer privacy. Customer relationship management (CRM) systems must now be integrated with customer journey analytics for organizations to be successful.


This integration allows businesses to gain actionable insights, centralize customer data, and streamline customer engagement strategies. Focus on Customer Retention and Loyalty: Customer journey analytics is increasingly used to spot at-risk clients and develop tailored retention plans. Businesses can proactively resolve problems and foster long-term customer loyalty by understanding the customer journey's pain points. As companies become more aware of the value of gathering and examining customer feedback from various sources, the voice of customer analytics has gained popularity. VoC analytics assists in identifying customer sentiments, preferences, and pain points, which improves product design and decision-making. Predictive analytics capabilities are being used by businesses to find upselling and cross-selling opportunities throughout the customer journey. Businesses can boost revenue and improve customer satisfaction by providing tailored recommendations. Data visualization tools are increasingly important for customer journey analytics because they make complex data easier to access and comprehend. Through interactive visualizations, Stakeholders can better spot trends, patterns, and opportunities. Cloud-based solutions are becoming increasingly well-liked because of their scalability, adaptability, and affordability. Businesses can now access customer journey insights from any location, facilitating better collaboration and accelerating decision-making. Thus, driving the customer journey analytics market revenue.


Customer Journey Analytics Market Segment Insights


Customer Journey Analytics Type Insights


The global customer journey analytics market segmentation, based on type, includes web, social media, and mobile. The social media segment dominated the market; the number of users on social media platforms has grown rapidly globally. With billions of users active across various platforms, social media has developed into a gold mine of data that companies can mine to understand customer behavior and preferences. Social media significantly influence consumer decision-making. Before purchasing, customers frequently consult their social networks for advice, opinions, and feedback. CJA assists companies in monitoring these social interactions and comprehending the effects they have on the customer journey.


Figure 1: Global Customer Journey Analytics Market, by Type, 2022 & 2032 (USD Billion)

Global Customer Journey Analytics Market, by Type, 2022 & 2032

Source: Secondary Research, Primary Research, MRFR Database and Analyst Review

Customer Journey Analytics Organization Size Insights


Based on organization size, the global customer journey analytics market segmentation includes SMEs and large enterprises. The SMEs generated the most income. CJA assists SMEs in gaining a thorough comprehension of how consumers engage with their brand through various touchpoints. This knowledge enables SMEs to recognize crucial customer touchpoints, pain points, and preferences, resulting in better business decisions.


SMEs can pinpoint areas where the customer experience can be enhanced using CJA. SMEs can improve customers' satisfaction and loyalty by addressing pain points and streamlining customer journeys.


Thanks to customer journey analytics, SMEs can divide their clientele according to their behavior and preferences. SMEs can use this segmentation to develop tailored marketing campaigns that appeal to particular customer segments, increasing engagement and conversion rates.


Customer Journey Analytics Application Insights


Based on application, the global customer journey analytics market segmentation includes customer journey mapping and visualization, customer behavioral analysis, and product management. Product management category generated the most income. By studying the customer journey, product managers can identify pain points and sources of annoyance that customers experience while using current goods or services. New features or enhancements that directly address the needs and difficulties of customers are developed using this knowledge. Before spending much money, CJA enables product managers to test their ideas for new products. Product managers can gauge the demand for a potential product and ensure it satisfies customer needs by collecting feedback and monitoring customer interactions.


Customer Journey Analytics End-users Insights


Based on End-users, the global customer journey analytics market segmentation includes BFSI, retail, healthcare, and telecommunications. BFSI category generated the most income. By analyzing the customer journey, product managers can identify pain points and sources of annoyance consumers experience when using current goods or services. This information directs the creation of new features or enhancements that specifically address the needs and difficulties of customers. Before devoting substantial resources, CJA enables product managers to validate product ideas. Product managers can gauge the demand for a potential product and ensure it satisfies customer needs by collecting feedback and monitoring customer interactions.


Customer Journey Analytics Regional Insights


By region, the study provides market insights into North America, Europe, Asia-Pacific and the Rest of the World. The North American customer journey analytics market will dominate; North America has a sophisticated technology infrastructure to support the implementation of CJA solutions. The region has been at the forefront of AI and machine learning to improve customer journey analytics capabilities. North American companies prioritize delivering exceptional customer experiences. CJA solutions help identify pain points, optimize customer journeys and increase loyalty.


Further, the major countries studied in the market report are The US, Canada, German, France, the UK, Italy, Spain, China, Japan, India, Australia, South Korea, and Brazil.


Figure 2: GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET SHARE BY REGION 2022 (USD Billion)

GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET SHARE BY REGION 2022

Source: Secondary Research, Primary Research, MRFR Database and Analyst Review

Europe's customer journey analytics market accounts for the second-largest market share. Europe has some of the strictest data privacy regulations in the world, such as the General Data Protection Regulation (GDPR). CJA's solutions help businesses navigate these regulations while gaining valuable customer insights. European companies focus on a customer-centric strategy. CJA tools enable companies to understand their customers better, personalize interactions and build long-term relationships. Further, the German customer journey analytics market held the largest market share, and the UK customer journey analytics market was the fastest-growing market in the European region.


The Asia-Pacific Customer Journey Analytics Market is expected to grow at the fastest CAGR from 2023 to 2032. The Asia Pacific region has experienced rapid digital transformation across all industries. This shift has enabled companies to use CJA solutions to gain insight into customers' interactions, preferences and digital behaviors. Moreover, China’s customer journey analytics market held the largest market share, and the Indian customer journey analytics market was the fastest-growing market in the Asia-Pacific region.


Customer Journey Analytics Key Market Players & Competitive Insights


Leading market players are investing heavily in research and development to expand their product lines, which will help the customer journey analytics market grow even more. Market participants are also undertaking various strategic activities to expand their global footprint, with important market developments including new product launches, contractual agreements, mergers and acquisitions, higher investments, and collaboration with other organizations. The customer journey analytics industry must offer cost-effective items to expand and survive in a more competitive and rising market climate.


Manufacturing locally to minimize operational costs is one of the key business tactics manufacturers use in the global customer journey analytics industry to benefit clients and increase the market sector. In recent years, the customer journey analytics industry has offered some of the most significant advantages to medicine. Major players in the customer journey analytics market, including Oracle(US), Adobe(US), NICE(US), SAP(Germany), Microsoft (US), Google (US), Thunderhead (UK), NGDATA (Belgium), and others, are attempting to increase market demand by investing in research and development operations.


SAP(Germany) is redefining ERP and building networks of intelligent enterprises that provide transparency, resiliency, and sustainability across supply chains to help businesses of all sizes and industries run better. They are the market leader in enterprise application software. Customers can operate profitably, continuously adapt, and make a difference globally thanks to our comprehensive suite of applications and services. One of the world's top software developers for business process management, SAP creates products that streamline efficient data processing and information exchange between organizations. The business was founded in 1972 and was initially known as System Analysis Program Development (Systemanalyse Programmentwicklung), later becoming SAP. Since then, it has expanded from a five-person startup to a global corporation with over 105,000 staff members based in Walldorf, Germany. Enterprise resource planning (ERP) software has a global standard that SAP established with the release of its original SAP R/2 and SAP R/3 products. By processing massive amounts of data in memory and supporting cutting-edge technologies like artificial intelligence (AI) and machine learning, SAP S/4HANA now elevates ERP to a new level.


Google: a fast, straightforward, and synchronization-capable web browser created by Google. a mobile operating system created by Google that is employed by numerous smartphone producers worldwide. An online mapping service that offers precise maps, directions, and location-based data. Free email service offered by Google that offers lots of storage and is integrated with other Google services. A website that lets users upload, watch, and distribute videos. A cloud-based storage solution that lets users store files and access them from any location. A website that stores photos and videos and provides unrestricted free space for good-quality images. A voice-activated virtual assistant powered by AI that responds to user inquiries. An online advertising platform that enables companies to advertise their goods and services to specific audiences. Google has also made important strides in emerging technologies like machine learning and artificial intelligence. It has made significant R&D investments to produce cutting-edge goods and services that continue influencing the digital landscape.


Key Companies in the customer journey analytics market include




  • Oracle (US)




  • NIC (US)



  • Adobe (US)




  • SAP (Germany)




  • Microsoft (US)




  • Google (US)




  • Thunderhead (UK)




  • NGDATA (Belgium)




Customer Journey Analytics Industry Developments


March 2022: the launch of ORM Technologies' Optimized Marketing Platform. By sifting through the sea of data, ORM Technologies aims to simplify sales and marketing decisions so revenue targets are more reliably met. ORM is a platform for marketing performance analytics that connects data from various sources to define the customer journey, assess campaign results, and predict subsequent actions. ORM's Optimized Marketing platform connects clients' marketing automation and CRM data to offer insights into the entire marketing journey. This system employs multi-touch attribution and ROI analysis to evaluate the customer journey.


Customer Journey Analytics Market Segmentation


Customer Journey Analytics Type Outlook




  • Web




  • Social media




  • Mobile




Customer Journey Analytics Organization Size Outlook




  • SMEs




  • Large enterprise




Customer Journey Analytics Application Outlook




  • Customer Journey Mapping and Visualization




  • Customer behavioral analysis




  • Product management




Customer Journey Analytics End-users Outlook




  • BFSI




  • Retail




  • Healthcare




  • Telecommunications




Customer Journey Analytics Regional Outlook





  • North America



    • US




    • Canada






  • Europe



    • Germany




    • France




    • UK




    • Italy




    • Spain




    • Rest of Europe






  • Asia-Pacific



    • China




    • Japan




    • India




    • Australia




    • South Korea




    • Australia




    • Rest of Asia-Pacific






  • Rest of the World



    • Middle East




    • Africa




    • Latin America






Report Attribute/Metric Details
Market Size 2023 USD 12.1 Billion
Market Size 2024 USD 14.36 Billion
Market Size 2032 USD 47.71 Billion
Compound Annual Growth Rate (CAGR) 16.19% (2024-2032)
Base Year 2023
Market Forecast Period 2024-2032
Historical Data 2018- 2022
Market Forecast Units Value (USD Billion)
Report Coverage Revenue Forecast, Market Competitive Landscape, Growth Factors, and Trends
Segments Covered Type, Organization Size, Application, End-users and Region
Geographies Covered North America, Europe, Asia Pacific, and the Rest of the World
Countries Covered The US, Canada, German, France, UK, Italy, Spain, China, Japan, India, Australia, South Korea, and Brazil
Key Companies Profiled Oracle(US) Adobe(US) NICE(US) SAP(Germany) Microsoft (US) Google (US) Thunderhead (UK) NGDATA (Belgium)
Key Market Opportunities Growing influence on corporate strategies
Key Market Dynamics Businesses know the power of social media as a tool for customer engagement.


Frequently Asked Questions (FAQ) :

The global customer journey analytics market size was valued at USD 12.1 Billion in 2023.

The global market is projected to grow at a CAGR of 16.19% during the forecast period, 2024-2032.

North America had the largest share of the global market

The key players in the market are Oracle(US), Adobe(US), NICE(US), SAP(Germany), Microsoft (US), Google (US), Thunderhead (UK), NGDATA (Belgium)

The social media category dominated the market in 2023.

The SMEs had the largest share of the global market.

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