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

世界のカスタマージャーニー分析市場予測:コンポーネント別、組織規模別、展開方法別、データソース別、用途別、産業別、地域別

◆タイトル: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
◆商品コード:TC5633
◆調査・発行会社:MarketsandMarkets
◆発行日:2021年3月3日
◆ページ数:324
◆レポート形式:PDF / 英語
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◆産業分野:IT
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【レポートの概要】

マーケッツアンドマーケッツ社は世界のカスタマージャーニー分析市場規模が2020年83億ドルから2026年251億ドルまで、年平均20.3%成長すると予想しています。本市場調査資料では、カスタマージャーニー分析の世界市場を広く調査・分析し、イントロダクション、調査手法、エグゼクティブサマリー、プレミアムインサイト、市場概要・産業動向、コンポーネント別(ソリューション、サービス)分析、組織規模別(大企業、中小企業)分析、展開方法別(オンプレミス型、クラウド型)分析、データソース別(ウェブ、ソーシャルメディア、モバイル、Eメール、ストア)分析、地域別分析、競争状況、企業情報、隣接・関連市場などを掲載しています。
・イントロダクション
・調査手法
・エグゼクティブサマリー
・プレミアムインサイト
・市場概要・産業動向
・世界のカスタマージャーニー分析市場規模:コンポーネント別(ソリューション、サービス)
・世界のカスタマージャーニー分析市場規模:組織規模別(大企業、中小企業)
・世界のカスタマージャーニー分析市場規模:展開方法別(オンプレミス型、クラウド型)
・世界のカスタマージャーニー分析市場規模:データソース別(ウェブ、ソーシャルメディア、モバイル、Eメール、ストア)
・世界のカスタマージャーニー分析市場規模:地域別
・競争状況
・企業情報
・隣接・関連市場

“The customer journey analytics market is projected to grow from USD 8.3 billion in 2020 to USD 25.1 billion by 2026, recording a CAGR of 20.3% during the forecast period.”
Key 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. The objective of the report is to define, describe, and forecast the customer journey analytics market size based on component, organization size, deployment mode, data source, application, vertical, and region.
The rise in demand for real-time customer journey analytics to generate actionable insights and COVID-19-led focus on new customer engagement models through digital experience are expected to offer growth opportunities to customer journey analytics vendors. However, key factors such as difficulties in quantifying customer experience RoI, the concern of data privacy laws, and protection of customer data from cyberattacks and breaches are restraining the market growth. Data security and privacy concerns, growing difficulty in synchronizing silos with customer experience data collected across multiple sources, and lack of understanding the single view of the customer journey are key challenges in the adoption of customer journey analytics solutions and services.

“The services segment to grow at a higher CAGR during the forecast period.”
The customer journey analytics market is segmented based on components, such as solutions and services. The services segment is expected to grow at a rapid pace during the forecast period. The growth can be attributed to the increasing demand for deployment and integration, and support and maintenance services by end users to effectively integrate customer journey analytics tools for analyzing customer data collected from multiple data sources.

“The cloud segment to grow at a higher CAGR 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. Highly secure data encryption, complete data visibility, and control features have resulted in larger market size for on-premises mode customer journey analytics solutions. 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 lack of workforce hit the industry, and are expected to drive the adoption of cloud-based customer journey analytics solutions.

“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 based on verticals into BFSI, government, healthcare and life sciences, retail and ecommerce, manufacturing, transportation and logistics, media and entertainment, telecommunications and IT, travel and hospitality, and other verticals (energy and utilities, and education). 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.

“Among regions, Asia Pacific (APAC) to grow at the highest CAGR during the forecast period.”
APAC is expected to grow at the highest CAGR during the forecast period. The increasing investments by the tech companies in major APAC countries, such as China, India, and Japan, increasing government regulations and initiatives are expected to drive the growth of the market in APAC. Businesses in the APAC region are deploying customer journey analytics solutions to generate statistical data and make faster business decisions. Countries such as China, India, and Japan are focusing on procifind seamless customer experience by tracking customer sentiments throughout the customer journey and stay competitive.

Breakdown of primaries:
In-depth interviews were conducted with Chief Executive Officers (CEOs), innovation and technology directors, system integrators, and executives from various key organizations operating in the CUSTOMER JOURNEY ANALYTICSmarket.

 By Company: Tier I: 34%, Tier II: 43%, and Tier III: 23%
 By Designation: C-Level Executives: 50%, Directors: 30%, and Others: 20%
 By Region: North America: 25%, APAC: 30%, Europe: 30%, MEA: 10%, and Latin America: 5%

The report includes the study of key players offering customer journey analytics solutions and services. It profiles major vendors in the global customer journey analytics market. The major vendors in the global customer journey analytics market are 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).

Research Coverage:
The market study covers the customer journey analytics market across segments. It aims at estimating the market size and the growth potential of this market across different segments, such as components, organization sizes, deployment modes, data sources, applications, verticals, and regions. It includes an in-depth competitive analysis of the key players in the market, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.

Key Benefits of Buying the Report:
The report would provide the market leaders/new entrants in this market with information on the closest approximations of the revenue numbers for the overall customer journey analytics market and its subsegments. It would help stakeholders understand the competitive landscape and gain more insights better to position their business and plan suitable go-to-market strategies. It also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.

【レポートの目次】

1 INTRODUCTION 39
1.1 INTRODUCTION TO COVID-19 39
1.2 COVID-19 HEALTH ASSESSMENT 39
FIGURE 1 COVID-19: GLOBAL PROPAGATION 39
FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES 40
1.3 COVID-19 ECONOMIC ASSESSMENT 41
FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020 41
1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT 42
FIGURE 4 CRITERIA IMPACTING GLOBAL ECONOMY 42
FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF GLOBAL ECONOMY 43
1.4 OBJECTIVES OF THE STUDY 44
1.5 MARKET DEFINITION 44
1.5.1 INCLUSIONS AND EXCLUSIONS 44
1.6 MARKET SCOPE 46
1.6.1 MARKET SEGMENTATION 46
1.6.2 REGIONS COVERED 47
1.6.3 YEARS CONSIDERED FOR THE STUDY 47
1.7 CURRENCY CONSIDERED 48
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2018–2020 48
1.8 STAKEHOLDERS 48
1.9 SUMMARY OF CHANGES 48
2 RESEARCH METHODOLOGY 49
2.1 RESEARCH DATA 49
FIGURE 6 CUSTOMER JOURNEY ANALYTICS MARKET: RESEARCH DESIGN 49
2.1.1 SECONDARY DATA 50
2.1.2 PRIMARY DATA 50
TABLE 2 PRIMARY INTERVIEWS 50
2.1.2.1 Breakup of primary profiles 51
2.1.2.2 Key industry insights 51
2.2 MARKET BREAKUP AND DATA TRIANGULATION 52
FIGURE 7 DATA TRIANGULATION 52
2.3 MARKET SIZE ESTIMATION 53
FIGURE 8 CUSTOMER JOURNEY ANALYTICS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 53
2.3.1 TOP-DOWN APPROACH 53
2.3.2 BOTTOM-UP APPROACH 54
FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 1 (SUPPLY-SIDE): REVENUE FROM SOLUTIONS/SERVICES OF THE CUSTOMER JOURNEY ANALYTICS MARKET 54
FIGURE 10 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF THE CUSTOMER JOURNEY ANALYTICS MARKET 55
FIGURE 11 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF THE CUSTOMER JOURNEY ANALYTICS MARKET 56
FIGURE 12 MARKET SIZE ESTIMATION METHODOLOGY – APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CUSTOMER JOURNEY ANALYTICS THROUGH OVERALL CUSTOMER JOURNEY ANALYTICS SPENDING 56
FIGURE 13 VENDOR ANALYSIS: ORACLE: COMPANY REVENUE ESTIMATION 58
2.4 MARKET FORECAST 59
TABLE 3 FACTOR ANALYSIS 59
2.5 COMPANY EVALUATION QUADRANT METHODOLOGY 60
FIGURE 14 COMPANY EVALUATION QUADRANT: CRITERIA WEIGHTAGE 60
2.6 STARTUP/SME EVALUATION QUADRANT METHODOLOGY 61
FIGURE 15 STARTUP/SME EVALUATION QUADRANT: CRITERIA WEIGHTAGE 61
2.7 ASSUMPTIONS FOR THE STUDY 62
2.8 LIMITATIONS OF THE STUDY 63
2.9 IMPLICATIONS OF COVID-19 ON THE CUSTOMER JOURNEY ANALYTICS MARKET 64
FIGURE 16 QUARTERLY IMPACT OF COVID-19 DURING 2020–2021 64
3 EXECUTIVE SUMMARY 66
TABLE 4 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET SIZE AND GROWTH RATE, 2015–2019 (USD MILLION, Y-O-Y%) 68
TABLE 5 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET SIZE AND GROWTH RATE, 2020–2026 (USD MILLION, Y-O-Y%) 68
FIGURE 17 SOLUTIONS SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020 68
FIGURE 18 PROFESSIONAL SERVICES SEGMENT TO HOLD A HIGHER MARKET SHARE IN 2020 69
FIGURE 19 DEPLOYMENT AND INTEGRATION SEGMENT TO HOLD THE LARGEST MARKET SIZE IN 2020 69
FIGURE 20 LARGE ENTERPRISES SEGMENT TO HOLD A HIGHER MARKET SHARE IN 2020 69
FIGURE 21 ON-PREMISES SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020 70
FIGURE 22 WEB SEGMENT TO HOLD THE HIGHEST MARKET SHARE IN 2020 70
FIGURE 23 CAMPAIGN MANAGEMENT SEGMENT TO HOLD THE LARGEST MARKET SIZE IN 2020 71
FIGURE 24 BANKING, INSURANCE, AND FINANCIAL SERVICES VERTICAL TO HOLD THE LARGEST MARKET SIZE IN 2020 71
FIGURE 25 ASIA PACIFIC TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 72
4 PREMIUM INSIGHTS 73
4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER JOURNEY ANALYTICS MARKET 73
FIGURE 26 GROWING NEED TO PROVIDE SEAMLESS CUSTOMER EXPERIENCE AND INCREASING ADOPTION OF OMNICHANNEL STRATEGIES TO REDUCE CUSTOMER CHURN TO DRIVE THE MARKET GROWTH 73
4.2 CUSTOMER JOURNEY ANALYTICS MARKET, TOP THREE APPLICATIONS 74
FIGURE 27 CAMPAIGN MANAGEMENT SEGMENT TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 74
4.3 CUSTOMER JOURNEY ANALYTICS MARKET, BY REGION 74
FIGURE 28 NORTH AMERICA TO ACCOUNT FOR THE HIGHEST MARKET SHARE IN THE CUSTOMER JOURNEY ANALYTICS MARKET IN 2020 74
4.4 NORTH AMERICAN CUSTOMER JOURNEY ANALYTICS MARKET, BY COMPONENT AND TOP THREE DATA SOURCES 75
FIGURE 29 SOLUTIONS AND WEB SEGMENTS TO ACCOUNT FOR HIGH MARKET SHARES IN 2020 75
5 MARKET OVERVIEW AND INDUSTRY TRENDS 76
5.1 INTRODUCTION 76
5.2 CUSTOMER JOURNEY ANALYTICS: STAGES 76
FIGURE 30 STAGES OF THE CUSTOMER JOURNEY ANALYTICS MARKET 76
5.3 MARKET DYNAMICS 77
FIGURE 31 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CUSTOMER JOURNEY ANALYTICS MARKET 77
5.3.1 DRIVERS 78
5.3.1.1 Growing need to provide better customer experience to drive the need for customer journey analytics 78
5.3.1.2 Rising need to plan better customer engagement strategies through omnichannel 78
5.3.1.3 Increasing data volume to drive the demand for advanced customer journey analytics solution to reduce customer churn rate 79
5.3.2 RESTRAINTS 80
5.3.2.1 Difficulties in quantifying customer experience RoI 80
5.3.2.2 Compliance with region-specific data privacy laws and regulations 80
5.3.3 OPPORTUNITIES 81
5.3.3.1 Rise in the demand for real-time customer journey analytics for generating actionable insights 81
FIGURE 32 REAL-TIME CUSTOMER ANALYTICS BUSINESS INVESTMENTS 81
5.3.3.2 COVID-19-led acceleration of organizations for new customer engagement through digital experiences 82
5.3.4 CHALLENGES 82
5.3.4.1 Data security and privacy concerns 82
5.3.4.2 Difficulty in data synchronization as customer data collected from multiple sources is stored in silos 83
5.3.4.3 Lack of understanding single view of the customer journey 83
FIGURE 33 PERCENTAGE OF RESPONDENTS TO DESCRIBE THE CURRENT STATE OF THEIR ORGANIZATIONS IN TERMS OF MANAGING AND ACTIONING CROSS-CHANNEL DATA 84
5.3.5 CUMULATIVE GROWTH ANALYSIS 84
5.4 CUSTOMER JOURNEY ANALYTICS MARKET: ECOSYSTEM 85
FIGURE 34 CUSTOMER JOURNEY ANALYTICS MARKET ECOSYSTEM 85
5.5 CASE STUDY ANALYSIS 86
5.5.1 METRO BANK REINVENTED CUSTOMER SERVICE WITH MICROSOFT DYNAMIC 365 86
5.5.2 SPAR SWITZERLAND, SUPPLIER OF MERCHANDISING AND MARKETING SERVICES, IMPLEMENTED SAP MARKETING CLOUD 86
5.5.3 SALESFORCE ENABLED INDIAN SCHOOL OF BUSINESS AND FINANCE TO GROW APPLICANTS YEAR BY YEAR 87
5.5.4 ABU DHABI DIGITAL AUTHORITY STRIVED TO LEAD DIGITAL FUTURE WITH MICROSOFT DYNAMIC 365 87
5.5.5 HEARST CORPORATION INCREASED CUSTOMER ENGAGEMENT WITH AWS 88
5.5.6 SPRINT BUILT SUPERIOR CUSTOMER EXPERIENCE WITH ADOBE MARKETING CLOUD 88
5.5.7 WESTERN UNION ADOPTED NICE CUSTOMER JOURNEY ANALYTICS TO MAXIMIZE RETENTION AND IMPROVE CUSTOMER EXPERIENCE 89
5.5.8 ENERGIE BADEN-WÜRTTEMBERG DELIVERED TRUE CUSTOMER WITH THUNDERHEAD ONE ENGAGEMENT HUB 89
5.5.9 NORTHWELL ADOPTED MICROSOFT DYNAMIC 365 TO OPTIMIZE PATIENT CARE 90
5.5.10 A LUXURY HOTEL AND RESORT COMPANY DISCOVERED UPSELL OPPORTUNITIES THROUGH POINTILLIST CUSTOMER JOURNEY ANALYTICS 90
5.5.11 SALESFORCE HELPED PHILIPS DEVELOP NEW WAYS TO CATER TO THE NEEDS OF CUSTOMERS 91
5.5.12 SALESFORCE ENABLED MAERSK TEAM TO CREATE PERSONALIZED CUSTOMER EXPERIENCE 91
5.6 CUSTOMER JOURNEY ANALYTICS MARKET: COVID-19 IMPACT 92
FIGURE 35 CUSTOMER JOURNEY ANALYTICS MARKET TO WITNESS MINIMAL SLOWDOWN IN GROWTH IN 2020 93
5.7 PATENT ANALYSIS 93
5.7.1 METHODOLOGY 93
5.7.2 DOCUMENT TYPE 93
TABLE 6 PATENTS FILED 94
5.7.3 INNOVATION AND PATENT APPLICATIONS 94
FIGURE 36 TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2010-2020 94
5.7.3.1 Top Applicants 95
FIGURE 37 TOP 11 COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2010-2020 95
TABLE 7 TOP 17 PATENT OWNERS (US) IN THE CUSTOMER JOURNEY ANALYTICS MARKET, 2010-2020 95
5.8 SUPPLY CHAIN ANALYSIS 96
FIGURE 38 SUPPLY CHAIN ANALYSIS 96
5.9 TECHNOLOGY ANALYSIS 97
5.9.1 ARTIFICIAL INTELLIGENCE AND CUSTOMER JOURNEY ANALYTICS 97
5.9.2 BIG DATA AND CUSTOMER JOURNEY ANALYTICS 97
5.9.3 INTERNET OF THINGS AND CUSTOMER JOURNEY ANALYTICS 98
5.10 PRICING MODEL ANALYSIS 98
TABLE 8 PRICING: CUSTOMER JOURNEY ANALYTICS SOLUTIONS 99
5.11 PORTER’S FIVE FORCE ANALYSIS 100
FIGURE 39 PORTER’S FIVE FORCE ANALYSIS 100
5.11.1 THREAT OF NEW ENTRANTS 100
5.11.2 THREAT OF SUBSTITUTES 101
5.11.3 BARGAINING POWER OF SUPPLIERS 101
5.11.4 BARGAINING POWER OF BUYERS 101
5.11.5 INTENSITY OF COMPETITIVE RIVALRY 102
5.12 SCENARIO 102
TABLE 9 CRITICAL FACTORS TO IMPACT THE GROWTH OF THE CUSTOMER JOURNEY ANALYTICS MARKET 102
6 CUSTOMER JOURNEY ANALYTICS MARKET, BY COMPONENT 103
6.1 INTRODUCTION 104
6.1.1 COMPONENTS: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 104
6.1.2 COMPONENTS: COVID-19 IMPACT 105
FIGURE 40 SERVICES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD 105
TABLE 10 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 106
TABLE 11 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION) 106
6.2 SOLUTIONS 106
TABLE 12 SOLUTIONS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 107
TABLE 13 SOLUTIONS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 107
6.3 SERVICES 107
FIGURE 41 MANAGED SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 108
TABLE 14 SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TYPE,
2015–2019 (USD MILLION) 108
TABLE 15 SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TYPE,
2020–2026 (USD MILLION) 108
TABLE 16 SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 109
TABLE 17 SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 109
6.3.1 PROFESSIONAL SERVICES 109
FIGURE 42 SUPPORT AND MAINTENANCE SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD 110
TABLE 18 PROFESSIONAL SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION) 110
TABLE 19 PROFESSIONAL SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TYPE, 2020–2026 (USD MILLION) 110
TABLE 20 PROFESSIONAL SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 111
TABLE 21 PROFESSIONAL SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 111
6.3.1.1 Consulting 111
TABLE 22 CONSULTING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 112
TABLE 23 CONSULTING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 112
6.3.1.2 Support and maintenance 112
TABLE 24 SUPPORT AND MAINTENANCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 113
TABLE 25 SUPPORT AND MAINTENANCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 113
6.3.1.3 Deployment and integration 113
TABLE 26 DEPLOYMENT AND INTEGRATION: ENTERPRISE ARCHITECTURE TOOLS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 114
TABLE 27 DEPLOYMENT AND INTEGRATION: ENTERPRISE ARCHITECTURE TOOLS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 114
6.3.2 MANAGED SERVICES 114
TABLE 28 MANAGED SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 115
TABLE 29 MANAGED SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 115
7 CUSTOMER JOURNEY ANALYTICS MARKET, BY ORGANIZATION SIZE 116
7.1 INTRODUCTION 117
7.1.1 ORGANIZATION SIZE: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 117
7.1.2 ORGANIZATION SIZE: COVID-19 IMPACT 118
FIGURE 43 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD 118
TABLE 30 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 119
TABLE 31 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION) 119
7.2 LARGE ENTERPRISES 119
TABLE 32 LARGE ENTERPRISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 120
TABLE 33 LARGE ENTERPRISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 120
7.3 SMALL AND MEDIUM-SIZED ENTERPRISES 120
TABLE 34 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 121
TABLE 35 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 121
8 CUSTOMER JOURNEY ANALYTICS MARKET, BY DEPLOYMENT MODE 122
8.1 INTRODUCTION 123
8.1.1 DEPLOYMENT MODES: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 123
8.1.2 DEPLOYMENT MODES: COVID-19 IMPACT 124
FIGURE 44 CLOUD SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD 125
TABLE 36 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION) 125
TABLE 37 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2020–2026 (USD MILLION) 125
8.2 ON-PREMISES 126
TABLE 38 ON-PREMISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 126
TABLE 39 ON-PREMISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 126
8.3 CLOUD 127
TABLE 40 CLOUD: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2015–2019 (USD MILLION) 127
TABLE 41 CLOUD: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2020–2026 (USD MILLION) 127
9 CUSTOMER JOURNEY ANALYTICS MARKET, BY DATA SOURCE 128
9.1 INTRODUCTION 129
9.1.1 DATA SOURCES: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 129
9.1.2 DATA SOURCES: COVID-19 IMPACT 129
FIGURE 45 WEB SEGMENT TO RECORD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 130
TABLE 42 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE,
2015–2019 (USD MILLION) 130
TABLE 43 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE,
2020–2026 (USD MILLION) 131
9.2 WEB 131
TABLE 44 WEB: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2015–2019 (USD MILLION) 132
TABLE 45 WEB: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2020–2026 (USD MILLION) 132
9.3 SOCIAL MEDIA 132
TABLE 46 SOCIAL MEDIA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 133
TABLE 47 SOCIAL MEDIA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 133
9.4 MOBILE 133
TABLE 48 MOBILE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2015–2019 (USD MILLION) 134
TABLE 49 MOBILE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2020–2026 (USD MILLION) 134
9.5 EMAIL 134
TABLE 50 EMAIL: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2015–2019 (USD MILLION) 135
TABLE 51 EMAIL: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2020–2026 (USD MILLION) 135
9.6 STORE 135
TABLE 52 STORE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2015–2019 (USD MILLION) 136
TABLE 53 STORE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2020–2026 (USD MILLION) 136
9.7 CALL CENTER 136
TABLE 54 CALL CENTER: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 137
TABLE 55 CALL CENTER: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 137
9.8 OTHER DATA SOURCES 137
TABLE 56 OTHER DATA SOURCES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 138
TABLE 57 OTHER DATA SOURCES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 138
10 CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION 139
10.1 INTRODUCTION 140
10.1.1 APPLICATIONS: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 140
10.1.2 APPLICATIONS: COVID-19 IMPACT 141
FIGURE 46 CAMPAIGN MANAGEMENT SEGMENT TO RECORD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 142
TABLE 58 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION,
2015–2019 (USD MILLION) 142
TABLE 59 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION,
2020–2026 (USD MILLION) 143
10.2 CUSTOMER SEGMENTATION AND TARGETING 143
TABLE 60 CUSTOMER SEGMENTATION AND TARGETING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 144
TABLE 61 CUSTOMER SEGMENTATION AND TARGETING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 144
10.3 CUSTOMER EXPERIENCE MANAGEMENT 144
TABLE 62 CUSTOMER EXPERIENCE MANAGEMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 145
TABLE 63 CUSTOMER EXPERIENCE MANAGEMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 145
10.4 CUSTOMER BEHAVIORAL ANALYSIS 145
TABLE 64 CUSTOMER BEHAVIORAL ANALYSIS: CUSTOMER JOURNEY ANALYSIS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 146
TABLE 65 CUSTOMER BEHAVIORAL ANALYSIS: CUSTOMER JOURNEY ANALYSIS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 146
10.5 CUSTOMER CHURN AND RETENTION MANAGEMENT 146
TABLE 66 CUSTOMER CHURN AND RETENTION MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 147
TABLE 67 CUSTOMER CHURN AND RETENTION MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 147
10.6 BRAND MANAGEMENT 147
TABLE 68 BRAND MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 148
TABLE 69 BRAND MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 148
10.7 CAMPAIGN MANAGEMENT 148
TABLE 70 CAMPAIGN MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 149
TABLE 71 CAMPAIGN MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 149
10.8 PRODUCT MANAGEMENT 149
TABLE 72 PRODUCT MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 150
TABLE 73 PRODUCT MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 150
10.9 OTHER APPLICATIONS 150
TABLE 74 OTHER APPLICATIONS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 151
TABLE 75 OTHER APPLICATIONS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 151
11 CUSTOMER JOURNEY ANALYTICS MARKET, BY VERTICAL 152
11.1 INTRODUCTION 153
11.1.1 VERTICALS: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 153
11.1.2 VERTICALS: COVID-19 IMPACT 154
FIGURE 47 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL TO HOLE THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 155
TABLE 76 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL,
2015–2019 (USD MILLION) 155
TABLE 77 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL,
2020–2026 (USD MILLION) 156
11.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 156
TABLE 78 BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 157
TABLE 79 BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 157
11.3 GOVERNMENT 157
TABLE 80 GOVERNMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 158
TABLE 81 GOVERNMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 158
11.4 HEALTHCARE AND LIFE SCIENCES 158
TABLE 82 HEALTHCARE AND LIFE SCIENCES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 159
TABLE 83 HEALTHCARE AND LIFE SCIENCES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 159
11.5 RETAIL AND ECOMMERCE 159
TABLE 84 RETAIL AND ECOMMERCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 160
TABLE 85 RETAIL AND ECOMMERCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 160
11.6 MANUFACTURING 161
TABLE 86 MANUFACTURING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 161
TABLE 87 MANUFACTURING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 161
11.7 TELECOMMUNICATIONS AND INFORMATION TECHNOLOGY 162
TABLE 88 TELECOMMUNICATIONS AND INFORMATION TECHNOLOGY: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 162
TABLE 89 TELECOMMUNICATIONS AND INFORMATION TECHNOLOGY: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 163
11.8 MEDIA AND ENTERTAINMENT 163
TABLE 90 MEDIA AND ENTERTAINMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 164
TABLE 91 MEDIA AND ENTERTAINMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 164
11.9 TRANSPORTATION AND LOGISTICS 164
TABLE 92 TRANSPORTATION AND LOGISTICS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 165
TABLE 93 TRANSPORTATION AND LOGISTICS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 165
11.10 TRAVEL AND HOSPITALITY 165
TABLE 94 TRAVEL AND HOSPITALITY: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 166
TABLE 95 TRAVEL AND HOSPITALITY: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 166
11.11 OTHER VERTICALS 166
TABLE 96 OTHER VERTICALS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 167
TABLE 97 OTHER VERTICALS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 167

12 CUSTOMER JOURNEY ANALYTICS MARKET, BY REGION 168
12.1 INTRODUCTION 169
FIGURE 48 INDIA TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD 169
FIGURE 49 ASIA PACIFIC TO WITNESS THE HIGHEST CAGR DURING THE FORECAST PERIOD 169
TABLE 98 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2015–2019 (USD MILLION) 170
TABLE 99 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2020–2026 (USD MILLION) 170
12.2 NORTH AMERICA 170
12.2.1 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 171
12.2.2 NORTH AMERICA: COVID-19 IMPACT 171
12.2.3 NORTH AMERICA: REGULATIONS 172
12.2.3.1 Health Insurance Portability and Accountability Act of 1996 172
12.2.3.2 California Consumer Privacy Act 172
12.2.3.3 Gramm–Leach–Bliley Act 172
12.2.3.4 Health Information Technology for Economic and Clinical Health Act 173
12.2.3.5 Sarbanes Oxley Act 173
12.2.3.6 Federal Information Security Management Act 173
12.2.3.7 Payment Card Industry Data Security Standard 173
12.2.3.8 Federal Information Processing Standards 174
FIGURE 50 NORTH AMERICA: MARKET SNAPSHOT 175
TABLE 100 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION) 175
TABLE 101 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY COMPONENT, 2020–2026 (USD MILLION) 176
TABLE 102 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY SERVICE, 2015–2019 (USD MILLION) 176
TABLE 103 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY SERVICE, 2020–2026 (USD MILLION) 176
TABLE 104 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 177
TABLE 105 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY PROFESSIONAL SERVICE, 2020–2026 (USD MILLION) 177
TABLE 106 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 178
TABLE 107 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY ORGANIZATION SIZE, 2020–2026 (USD MILLION) 178
TABLE 108 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY DEPLOYMENT MODE, 2015–2019 (USD MILLION) 178
TABLE 109 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY DEPLOYMENT MODE, 2020–2026 (USD MILLION) 179
TABLE 110 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE, 2015–2019 (USD MILLION) 179
TABLE 111 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE, 2020–2026 (USD MILLION) 180
TABLE 112 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY APPLICATION, 2015–2019 (USD MILLION) 180
TABLE 113 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY APPLICATION, 2020–2026 (USD MILLION) 181
TABLE 114 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY VERTICAL, 2015–2019 (USD MILLION) 181
TABLE 115 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY VERTICAL, 2020–2026 (USD MILLION) 182
TABLE 116 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY COUNTRY, 2015–2019 (USD MILLION) 182
TABLE 117 NORTH AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY COUNTRY, 2020–2026 (USD MILLION) 183
12.2.4 UNITED STATES 183
12.2.5 CANADA 184
12.3 EUROPE 184
12.3.1 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 185
12.3.2 EUROPE: COVID-19 IMPACT 185
12.3.3 EUROPE: REGULATIONS 186
12.3.3.1 General Data Protection Regulation 186
12.3.3.2 European Committee for Standardization 186
12.3.3.3 European Technical Standards Institute 186
TABLE 118 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 186
TABLE 119 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION) 187
TABLE 120 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION) 187
TABLE 121 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2020–2026 (USD MILLION) 187
TABLE 122 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 187
TABLE 123 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2020–2026 (USD MILLION) 188
TABLE 124 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 188
TABLE 125 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION) 188
TABLE 126 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION) 188
TABLE 127 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2020–2026 (USD MILLION) 189
TABLE 128 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE, 2015–2019 (USD MILLION) 189
TABLE 129 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE, 2020–2026 (USD MILLION) 189
TABLE 130 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION, 2015–2019 (USD MILLION) 190
TABLE 131 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION, 2020–2026 (USD MILLION) 190
TABLE 132 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION) 191
TABLE 133 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL, 2020–2026 (USD MILLION) 191
TABLE 134 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 192
TABLE 135 EUROPE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COUNTRY, 2020–2026 (USD MILLION) 192
12.3.4 UNITED KINGDOM 192
12.3.5 GERMANY 193
12.3.6 FRANCE 193
12.3.7 REST OF EUROPE 193
12.4 ASIA PACIFIC 194
12.4.1 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 194
12.4.2 ASIA PACIFIC: COVID-19 IMPACT 195
12.4.3 ASIA PACIFIC: REGULATIONS 195
12.4.3.1 Privacy Commissioner for Personal Data 195
12.4.3.2 Act on the Protection of Personal Information 195
12.4.3.3 Critical Information Infrastructure 196
12.4.3.4 International Organization for Standardization 27001 196
12.4.3.5 Personal Data Protection Act 196
FIGURE 51 ASIA PACIFIC: MARKET SNAPSHOT 197
TABLE 136 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 198
TABLE 137 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY COMPONENT, 2020–2026 (USD MILLION) 198
TABLE 138 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION) 198
TABLE 139 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2020–2026 (USD MILLION) 199
TABLE 140 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 199
TABLE 141 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY PROFESSIONAL SERVICE, 2020–2026 (USD MILLION) 199
TABLE 142 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 200
TABLE 143 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY ORGANIZATION SIZE, 2020–2026 (USD MILLION) 200
TABLE 144 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY DEPLOYMENT MODE, 2015–2019 (USD MILLION) 200
TABLE 145 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY DEPLOYMENT MODE, 2020–2026 (USD MILLION) 201
TABLE 146 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE, 2015–2019 (USD MILLION) 201
TABLE 147 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE, 2020–2026 (USD MILLION) 202
TABLE 148 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY APPLICATION, 2015–2019 (USD MILLION) 202
TABLE 149 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION, 2020–2026 (USD MILLION) 203
TABLE 150 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION) 203
TABLE 151 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL, 2020–2026 (USD MILLION) 204
TABLE 152 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 204
TABLE 153 ASIA PACIFIC: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COUNTRY, 2020–2026 (USD MILLION) 205
12.4.4 CHINA 205
12.4.5 JAPAN 206
12.4.6 INDIA 206
12.4.7 REST OF ASIA PACIFIC 206
12.5 MIDDLE EAST AND AFRICA 207
12.5.1 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 208
12.5.2 MIDDLE EAST AND AFRICA: COVID-19 IMPACT 208
12.5.3 MIDDLE EAST AND AFRICA: REGULATIONS 209
12.5.3.1 Israeli Privacy Protection Regulations (Data Security), 5777-2017 209
12.5.3.2 Cloud Computing Framework 209
12.5.3.3 GDPR Applicability in the Kingdom of Saudi Arabia (KSA) 209
12.5.3.4 Protection of Personal Information Act 210
TABLE 154 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 210
TABLE 155 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION) 210
TABLE 156 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION) 210
TABLE 157 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2020–2026 (USD MILLION) 211
TABLE 158 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 211
TABLE 159 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2020–2026 (USD MILLION) 211
TABLE 160 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 212
TABLE 161 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION) 212
TABLE 162 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION) 212
TABLE 163 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2020–2026 (USD MILLION) 212
TABLE 164 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE, 2015–2019 (USD MILLION) 213
TABLE 165 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE, 2020–2025 (USD MILLION) 213
TABLE 166 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION, 2015–2019 (USD MILLION) 214
TABLE 167 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION, 2020–2026 (USD MILLION) 214
TABLE 168 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION) 215
TABLE 169 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL, 2020–2026 (USD MILLION) 215
TABLE 170 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 216
TABLE 171 MIDDLE EAST AND AFRICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COUNTRY, 2020–2026 (USD MILLION) 216
12.5.4 KINGDOM OF SAUDI ARABIA 216
12.5.5 UNITED ARAB EMIRATES 217
12.5.6 SOUTH AFRICA 217
12.5.7 REST OF MIDDLE EAST AND AFRICA 217
12.6 LATIN AMERICA 218
12.6.1 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 218
12.6.2 LATIN AMERICA: COVID-19 IMPACT 219
12.6.3 LATIN AMERICA: REGULATIONS 219
12.6.3.1 Brazil Data Protection Law 219
12.6.3.2 Argentina Personal Data Protection Law No. 25.326 219
TABLE 172 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 220
TABLE 173 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 20120–2026 (USD MILLION) 220
TABLE 174 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION) 221
TABLE 175 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY SERVICE, 2020–2026 (USD MILLION) 221
TABLE 176 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY PROFESSIONAL SERVICE, 2015-2019 (USD MILLION) 221
TABLE 177 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY PROFESSIONAL SERVICE, 2020–2026 (USD MILLION) 222
TABLE 178 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 222
TABLE 179 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY ORGANIZATION SIZE, 2020–2026 (USD MILLION) 222
TABLE 180 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION) 223
TABLE 181 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY DEPLOYMENT MODE, 2020–2026 (USD MILLION) 223
TABLE 182 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE, 2015–2019 (USD MILLION) 223
TABLE 183 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE, 2020–2026 (USD MILLION) 224
TABLE 184 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY APPLICATION, 2015–2019 (USD MILLION) 224
TABLE 185 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY APPLICATION, 2020–2026 (USD MILLION) 225
TABLE 186 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY VERTICAL, 2015–2019 (USD MILLION) 225
TABLE 187 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL, 2020–2026 (USD MILLION) 226
TABLE 188 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY COUNTRY, 2015–2019 (USD MILLION) 226
TABLE 189 LATIN AMERICA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY COUNTRY, 2020–2025 (USD MILLION) 227
12.6.4 BRAZIL 227
12.6.5 MEXICO 227
12.6.6 REST OF LATIN AMERICA 228
13 COMPETITIVE LANDSCAPE 229
13.1 OVERVIEW 229
13.2 HISTORICAL REVENUE ANALYSIS OF KEY MARKET PLAYERS 229
FIGURE 52 REVENUE ANALYSIS OF KEY MARKET PLAYERS 229
13.3 COMPANY EVALUATION QUADRANT 230
13.3.1 STAR 230
13.3.2 EMERGING LEADERS 230
13.3.3 PERVASIVE PLAYERS 230
13.3.4 PARTICIPANTS 230
FIGURE 53 CUSTOMER JOURNEY ANALYTICS MARKET (GLOBAL), COMPANY EVALUATION QUADRANT, 2020 231
13.3.5 STRENGTH OF PRODUCT PORTFOLIO 232
FIGURE 54 PRODUCT PORTFOLIO ANALYSIS OF TOP PLAYERS IN THE CUSTOMER JOURNEY ANALYTICS MARKET 232
13.3.6 BUSINESS STRATEGY EXCELLENCE 233
FIGURE 55 BUSINESS STRATEGY EXCELLENCE OF TOP PLAYERS IN THE CUSTOMER JOURNEY ANALYTICS MARKET 233
13.3.7 RANKING OF KEY MARKET PLAYERS IN THE CUSTOMER JOURNEY ANALYTICS MARKET, 2020 234
FIGURE 56 RANKING OF KEY PLAYERS, 2020 234
13.3.8 COMPANY PRODUCT FOOTPRINT ANALYSIS 234
TABLE 190 COMPANY PRODUCT FOOTPRINT 234
FIGURE 57 COMPANY APPLICATION FOOTPRINT 235
FIGURE 58 COMPANY VERTICAL FOOTPRINT 235
TABLE 191 COMPANY REGION FOOTPRINT 236
13.4 COMPETITIVE SCENARIO 237
13.4.1 NEW PRODUCT LAUNCHES AND PRODUCT ENHANCEMENTS 237
TABLE 192 NEW PRODUCT LAUNCHES AND PRODUCT ENHANCEMENTS, 2018–2021 237
13.4.2 BUSINESS EXPANSIONS 239
TABLE 193 BUSINESS EXPANSIONS, 2019-2020 239
13.4.3 MERGERS AND ACQUISITIONS 240
TABLE 194 MERGERS AND ACQUISITIONS, 2018–2020 240
13.4.4 PARTNERSHIPS, AGREEMENTS, CONTRACTS, AND COLLABORATIONS 241
TABLE 195 PARTNERSHIPS, AGREEMENTS, CONTRACTS, AND COLLABORATIONS,
2018–2021 241
13.5 STARTUP/SME EVALUATION QUADRANT, 2020 243
13.5.1 PROGRESSIVE COMPANIES 243
13.5.2 RESPONSIVE COMPANIES 243
13.5.3 DYNAMIC COMPANIES 243
13.5.4 STARTING BLOCKS 243
FIGURE 59 CUSTOMER JOURNEY ANALYTICS MARKET (GLOBAL), STARTUP/SME EVALUATION QUADRANT, 2020 244
13.5.5 STRENGTH OF PRODUCT PORTFOLIO 245
FIGURE 60 PRODUCT PORTFOLIO ANALYSIS OF KEY STARTUPS IN THE CUSTOMER JOURNEY ANALYTICS MARKET 245
13.5.6 BUSINESS STRATEGY EXCELLENCE 245
FIGURE 61 BUSINESS STRATEGY EXCELLENCE OF KEY STARTUPS IN THE CUSTOMER JOURNEY ANALYTICS MARKET 245
13.5.7 SME/STARTUP PRODUCT FOOTPRINT ANALYSIS 246
TABLE 196 SME/STARTUP PRODUCT FOOTPRINT 246
FIGURE 62 SME/STARTUP APPLICATION FOOTPRINT 246
FIGURE 63 SME/STARTUP VERTICAL FOOTPRINT 246
TABLE 197 SME/STARTUP REGION FOOTPRINT 247
14 COMPANY PROFILES 248
14.1 INTRODUCTION 248
(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 248
TABLE 198 ORACLE: BUSINESS OVERVIEW 248
FIGURE 64 ORACLE: COMPANY SNAPSHOT 249
14.3 ADOBE 254
TABLE 199 ADOBE: BUSINESS OVERVIEW 254
FIGURE 65 ADOBE: COMPANY SNAPSHOT 255
14.4 SALESFORCE 259
TABLE 200 SALESFORCE: BUSINESS OVERVIEW 259
FIGURE 66 SALESFORCE: COMPANY SNAPSHOT 260
14.5 NICE 266
TABLE 201 NICE: BUSINESS OVERVIEW 266
FIGURE 67 NICE: COMPANY SNAPSHOT 267
14.6 SAP 271
TABLE 202 SAP: BUSINESS OVERVIEW 271
FIGURE 68 SAP: COMPANY SNAPSHOT 272
14.7 MICROSOFT 277
TABLE 203 MICROSOFT: BUSINESS OVERVIEW 277
FIGURE 69 MICROSOFT: COMPANY SNAPSHOT 278
14.8 GOOGLE 282
TABLE 204 GOOGLE: BUSINESS OVERVIEW 282
FIGURE 70 GOOGLE: COMPANY SNAPSHOT 283
14.9 GENESYS 288
TABLE 205 GENESYS: BUSINESS OVERVIEW 288
14.10 CISCO 291
TABLE 206 CISCO: BUSINESS OVERVIEW 291
FIGURE 71 CISCO: COMPANY SNAPSHOT 292
14.11 TERADATA 295
TABLE 207 TERADATA: BUSINESS OVERVIEW 295
FIGURE 72 TERADATA: COMPANY SNAPSHOT 296
14.12 ALTERIAN 299
14.13 [24]7.AI 299
14.14 BRYTERCX 300
14.15 VERINT 301
14.16 THUNDERHEAD 302
14.17 SERVION 302
14.18 CALLMINER 303
14.19 STARTUP/SME PROFILES 303
14.19.1 ACOUSTIC 303
14.19.2 POINTILLIST 304
14.19.3 NGDATA 305
14.19.4 KITEWHEEL 306
14.19.5 INQUBA 306
14.19.6 FIRSTHIVE 307
14.19.7 CALIBERMIND 308
14.19.8 AMPERITY 309
14.19.9 CEREBRI AI 309
*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 310
15.1 INTRODUCTION 310
15.2 CUSTOMER ANALYTICS MARKET - GLOBAL FORECAST TO 2025 310
15.2.1 MARKET DEFINITION 310
15.2.2 MARKET OVERVIEW 310
TABLE 208 GLOBAL CUSTOMER ANALYTICS MARKET SIZE AND GROWTH,
2016–2023 (USD MILLION, Y-O-Y %) 310
15.2.2.1 Customer analytics market, by component 310
TABLE 209 CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT,
2018–2025 (USD MILLION) 311
15.2.2.2 Customer analytics market, by deployment mode 311
TABLE 210 CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE,
2018–2025 (USD MILLION) 311
15.2.2.3 Customer analytics market, by organization size 311
TABLE 211 CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2018–2025 (USD MILLION) 312
15.2.2.4 Customer analytics market, by application 312
TABLE 212 CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION,
2018–2025 (USD MILLION) 312
15.2.2.5 Customer analytics market, by data source 313
TABLE 213 CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE,
2018–2025 (USD MILLION) 313
15.2.2.6 Customer analytics market, by industry vertical 313
TABLE 214 CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL,
2018–2025 (USD MILLION) 314
15.2.2.7 Customer analytics market, by region 314
TABLE 215 CUSTOMER ANALYTICS MARKET SIZE, BY REGION,
2018–2025 (USD MILLION) 315
15.3 RETAIL ANALYTICS MARKET - GLOBAL FORECAST TO 2025 315
15.3.1 MARKET DEFINITION 315
15.3.2 MARKET OVERVIEW 315
TABLE 216 RETAIL ANALYTICS MARKET SIZE AND GROWTH RATE,
2016–2019 (USD MILLION, Y-O-Y %) 315
TABLE 217 RETAIL ANALYTICS MARKET SIZE AND GROWTH RATE,
2019–2025 (USD MILLION, Y-O-Y %) 316
15.3.2.1 Retail analytics market, by component 316
TABLE 218 RETAIL ANALYTICS MARKET SIZE, BY COMPONENT,
2016–2019 (USD MILLION) 316
TABLE 219 RETAIL ANALYTICS MARKET SIZE, BY COMPONENT,
2019–2025 (USD MILLION) 316
15.3.2.2 Retail analytics market, by business function 316
TABLE 220 RETAIL ANALYTICS MARKET SIZE, BY BUSINESS FUNCTION,
2016–2019 (USD MILLION) 317
TABLE 221 RETAIL ANALYTICS MARKET SIZE, BY BUSINESS FUNCTION,
2019–2025 (USD MILLION) 317
15.3.2.3 Retail analytics market, by application 317
TABLE 222 RETAIL ANALYTICS MARKET SIZE, BY APPLICATION,
2016–2019 (USD MILLION) 318
TABLE 223 RETAIL ANALYTICS MARKET SIZE, BY APPLICATION,
2019–2025 (USD MILLION) 318
15.3.2.4 Retail analytics market, by organization size 318
TABLE 224 RETAIL ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2016–2019 (USD MILLION) 319
TABLE 225 RETAIL ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2019–2025 (USD MILLION) 319
15.3.2.5 Retail analytics market, by end user 319
TABLE 226 RETAIL ANALYTICS MARKET SIZE, BY END USER, 2016–2019 (USD MILLION) 320
TABLE 227 RETAIL ANALYTICS MARKET SIZE, BY END USER, 2019–2025 (USD MILLION) 320
15.3.2.6 Retail analytics market, by region 320
TABLE 228 RETAIL ANALYTICS MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 320
TABLE 229 RETAIL ANALYTICS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 321
16 APPENDIX 322
16.1 INDUSTRY EXPERTS 322
16.2 DISCUSSION GUIDE 323
16.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 331
16.4 AVAILABLE CUSTOMIZATIONS 333
16.5 RELATED REPORTS 333
16.6 AUTHOR DETAILS 334

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