客户旅程分析市场规模、份额和成长分析：按部署模型、按应用程式、按资料来源、按组织规模、按地区 - 产业预测，2024-2031 年

全球客户旅程分析市场规模将于2022 年达到122.6 亿美元，预测期（2024-2031 年）复合年增长率为20.2%，从2023 年到2031 年的147.4 亿美元。亿美元。

全球客户旅程分析（CJA）市场专注于分析和监控公司和客户体验，从首次互动到购买后跟进。这些分析解决方案为企业提供了客户旅程的详细视图，并帮助识别增强客户经验策略的机会。透过了解每个阶段的客户需求、偏好和行为，公司可以透过可行的见解和资料主导的方法来提高满意度、保留率和忠诚度。对个人化客户服务的需求不断增长、竞争加剧以及提高客户参与的需求正在推动 CJA 市场的扩张。社群媒体的激增以及透过不同管道增加的客户互动使追踪和理解客户行为变得更加复杂，进一步增加了对高级分析解决方案的需求。然而，高昂的实施成本、对技术专业知识的需求、资料安全问题和隐私法规等挑战是市场成长的主要障碍。此外，整合多个资料来源、即时处理资料以及提供对业务成果产生积极影响的可行见解是该领域的关键挑战。

目录

介绍

• 研究目的
• 定义
• 市场范围

调查方法

• 资讯采购
• 次要/一级资讯来源
• 市场规模预测
• 市场假设与限制

执行摘要

• 市场概况展望
• 供需趋势分析
• 按细分市场的机会分析

市场动态及展望

• 市场动态
  • 促进因素
  • 机会
  • 抑制因素
  • 任务
• 波特的分析

主要市场考察

• 市场成功的关键因素
• 竞争程度
• 关键投资机会
• 市场魅力指数
• 生态系绘图
• 市场需求分析
• 资料管理/综合分析
• 技术/招聘分析
• 客户旅程地图分析
• 竞争格局分析

客户旅程分析市场：依部署模型

• 市场概况
• 本地
• 云

客户旅程分析市场：依组织规模

• 市场概况
• 大公司
• 小型企业

客户旅程分析市场：依应用分类

• 市场概况
• 品牌管理
• 宣传活动管理
• 产品管理
• 客户行为管理
• 客户退出/维护管理
• 客户体验管理

客户旅程分析市场：以资料来源划分

• 市场概况
• 电子邮件
• 社群媒体
• 移动的
• 网路
• 客服中心
• 店铺

客户旅程分析市场：按行业

• 市场概况
• BFSI
• 政府
• 医疗保健/生命科学
• 零售/电子商务
• 製造业
• 电讯/资讯技术
• 媒体娱乐
• 运输/物流
• 旅游/酒店业
• 其他的

客户旅程分析市场规模：按地区

• 市场概况
• 北美洲
  • 美国
  • 加拿大
• 欧洲
  • 德国
  • 英国
  • 法国
  • 义大利
  • 西班牙
  • 其他欧洲国家地区
• 亚太地区
  • 中国
  • 印度
  • 日本
  • 韩国
  • 其他亚太地区
• 拉丁美洲
  • 巴西
  • 其他拉丁美洲地区
• 中东和非洲 (MEA)
  • 海湾合作委员会国家
  • 南非
  • 其他中东/非洲地区

竞争格局

• 前5名企业对比
• 主要企业市场定位（2023年）
• 主要市场参与者所采取的策略
• 近期市集活动
• 主要企业市场占有率（2023年）

主要企业简介

• Adobe Inc.（US）
• Salesforce.com, Inc.（US）
• IBM Corporation（US）
• SAP SE（Germany）
• Verint Systems Inc.（US）
• NICE Ltd.（Israel）
• Salesforce.com, Inc.（US）
• Woopra Inc.（US）
• Acquia, Inc.（US）
• ClickFox, Inc.（US）
• ENGAGEMENT LABS INC.（Canada）
• Glassbox（Israel）
• Adoreboard（Northern Ireland）
• CaliberMind（US）
• LatentView Analytics（US）
• Oracle Corporation（US）

公司简介

• 业务部门概览
• 财务更新
• 主要进展
• Google分析（美国）
  • 公司简介
  • 业务部门概览
  • 财务更新
  • 主要进展
• SAS Institute Inc.（美国）
  • 公司简介
  • 业务部门概览
  • 财务更新
  • 主要进展
• Teradata 公司（美国）
  • 公司简介
  • 业务部门概览
  • 财务更新
  • 主要进展
• Pega Systems Inc.（美国）
  • 公司简介
  • 业务部门概览
  • 财务更新
  • 主要进展

Global Customer Journey Analytics Market size was valued at USD 12.26 Billion in 2022 and is poised to grow from USD 14.74 Billion in 2023 to USD 64.21 Billion by 2031, at a CAGR of 20.2% during the forecast period (2024-2031).

The global Customer Journey Analytics (CJA) market focuses on analyzing and monitoring a customer's experience with a business from the initial interaction through to post-purchase follow-up. These analytics solutions offer businesses a detailed view of the customer journey, helping identify opportunities to enhance their customer experience strategies. By understanding customers' needs, preferences, and behaviors at each stage, businesses can improve satisfaction, retention, and loyalty through actionable insights and data-driven approaches. The growing demand for personalized customer interactions, increased competition, and the need for improved customer engagement are driving the expansion of the CJA market. The proliferation of social media and the rising number of customer interactions across diverse channels have made tracking and understanding customer behavior more complex, further fueling the need for advanced analytics solutions. However, challenges such as high implementation costs, technical expertise requirements, data security concerns, and privacy regulations pose significant barriers to market growth. Additionally, integrating multiple data sources, processing data in real-time, and delivering actionable insights that positively impact business outcomes are key challenges in this sector.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Customer Journey Analytics market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global Customer Journey Analytics Market Segmental Analysis

The global customer journey analytics market is segmented based on component, deployment, and region. Based on components, the market is segmented into solutions, and services. In terms of deployment, the market is segmented into on-premise, and cloud. By data source, the market is segmented into web, social media, mobile and others. Based on component it is divided into software and service. Based on vertical it is segmented into BFSI, telecommunication, government, manufacturing and others. By organization size, large enterprises and SMEs. Based on region, the market is segmented into North America, Europe, Asia Pacific, Middle East and Africa, and Latin America.

Drivers of the Global Customer Journey Analytics Market

The rapid pace of technological advancements and digital transformation has significantly reshaped customer behavior, preferences, and purchasing patterns. In the current market, customer loyalty is increasingly influenced by the overall quality of their experience rather than just price or product features. This comprehensive customer experience includes various elements such as exceptional customer service, effective advertising, appealing packaging design, and reliable product and service features. Companies must understand that delivering an outstanding customer experience is crucial for achieving a competitive advantage. By focusing on meeting and exceeding customer expectations, businesses can build a strong foundation for long-term success and growth. In an era where technology and digital changes are constant, prioritizing the creation of exceptional customer experiences-beyond just the products or pricing-is essential for thriving in the market.

Restraints in the Global Customer Journey Analytics Market

Customer journey analytics tools require a high level of technical expertise to be used effectively. Many businesses face difficulties in locating qualified personnel with the specialized skills needed to operate these tools. This shortage of skilled individuals can hinder the adoption and efficient use of customer journey analytics solutions. As a result, the lack of technical expertise not only affects the ability of businesses to fully utilize these tools but also has the potential to slow down overall market growth. The inability to harness the full capabilities of customer journey analytics can impact a company's ability to optimize customer experiences and drive growth.

Market Trends of the Global Customer Journey Analytics Market

AI and machine learning are increasingly being incorporated into customer journey analytics solutions, enhancing the ability of businesses to derive deeper insights and make more informed decisions. For example, AI-driven chatbots can gather valuable data on customer preferences and behaviors, which can then be analyzed to refine and improve the overall customer experience. This integration of advanced technologies allows businesses to better understand and anticipate customer needs, ultimately leading to more effective strategies and improved engagement. By leveraging AI and machine learning, companies can optimize their customer journey analytics to drive better outcomes and enhance their customer interactions.

Table of Contents

Introduction

• Objectives of the Study
• Definitions
• Market Scope

Research Methodology

• Information Procurement
• Secondary & Primary Data Sources
• Market Size Estimation
• Market Assumptions & Limitations

Executive Summary

• Market Overview Outlook
• Supply Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Dynamics
  • Drivers
  • Opportunities
  • Restraints
  • Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of Substitute Products
  • Bargaining Power of Buyers
  • Threat of New Entrants
  • Bargaining Power of Suppliers

Key Market Insights

• Key Success Factors of The Market
• Degree Of Competition
• Top Investment Pockets
• Market Attractive Index
• Ecosystem Mapping
• Market demand analysis
• Data Management and Integration Analysis
• Technology and Adoption analysis
• Customer Journey Mapping analysis
• Competitive Landscape Analysis

Global Customer Journey Analytics Market by Deployment Model

• Market Overview
• On Premise
• Cloud

Global Customer Journey Analytics Market by Enterprise Size

• Market Overview
• Large Enterprise
• SMEs

Global Customer Journey Analytics Market by Application

• Market Overview
• Brand Management
• Campaign Management
• Product Management
• Customer Behavioral Management
• Customer Churn and Retention Management
• Customer Experience Management

Global Customer Journey Analytics Market by Data Source

• Market Overview
• Email
• Social Media
• Mobile
• Web
• Call Center
• Store

Global Customer Journey Analytics Market by Vertical

• Market Overview
• BFSI
• Government
• Healthcare and Life Sciences
• Retail and Ecommerce
• Manufacturing
• Telecommunications and Information Technology
• Media and Entertainment
• Transportation and Logistics
• Travel and Hospitality
• Others

Global Customer Journey Analytics Market Size by Region

• Market Overview
• North America
  • USA
  • Canada
• Europe
  • Germany
  • UK
  • France
  • Italy
  • Spain
  • Rest of Europe
• Asia Pacific
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America
  • Brazil
  • Rest of Latin America
• Middle East & Africa (MEA)
  • GCC Countries
  • South Africa
  • Rest of MEA

Competitive Landscape

• Top 5 Player Comparison
• Market Positioning of Key Players, 2023
• Strategies Adopted by Key Market Players
• Recent Activities in the Market
• Key Companies Market Share (%), 2023

Key Company Profiles

• Adobe Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Salesforce.com, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• IBM Corporation (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAP SE (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Verint Systems Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• NICE Ltd. (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Salesforce.com, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Woopra Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Acquia, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• ClickFox, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• ENGAGEMENT LABS INC. (Canada)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Glassbox (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Adoreboard (Northern Ireland)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• CaliberMind (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• LatentView Analytics (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Oracle Corporation (US}

Company Overview

• Business Segment Overview
• Financial Updates
• Key Developments
• Google Analytics (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAS Institute Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Teradata Corporation (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Pega Systems Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments