客户旅程分析市场规模、份额、成长分析（按组件、按组织规模、按部署模式、按资料来源、按应用、按垂直行业和按地区）—2025 年至 2032 年行业预测

客户旅程分析市场规模预计在 2023 年达到 155 亿美元，从 2024 年的 187.5 亿美元增长到 2032 年的 861.8 亿美元，预计在预测期内（2025-2032 年）的复合年增长率为 21.0%。

全球客户旅程分析市场正在见证变革性创新，这些创新正在重塑各机构以客户为中心的策略。公司越来越意识到利用客户知识来简化体验并提高旅行满意度和忠诚度的重要性。由于客製化导航的需求，方面分析单元的减少和向一致性分析的明显转变体现了这一趋势。公司现在正在提供有关客户旅程分析的教育资源，使他们能够更灵活地回应不断变化的消费者偏好。持续的分析可以加快组织回应速度，并带来个人化的行销策略，从而改善整体客户体验。此外，人工智慧和机器学习的整合正在彻底改变资料评估，揭示隐藏的模式并预测客户行为，从而推动人们关注这一动态环境中的全通路消费者互动。

目录

介绍

• 调查目的
• 研究范围
• 定义

调查方法

• 资讯采购
• 二次资料和一次资料方法
• 市场规模预测
• 市场假设与限制

执行摘要

• 全球市场展望
• 供需趋势分析
• 细分机会分析

市场动态与展望

• 市场概览
• 市场规模
• 市场动态
  • 驱动因素和机会
  • 限制与挑战
• 波特的分析

关键市场考察

• 关键成功因素
• 竞争程度
• 关键投资机会
• 市场生态系统
• 市场吸引力指数（2024年）
• PESTEL分析
• 总体经济指标
• 价值链分析
• 定价分析
• 技术分析

顾客旅程分析市场规模（按组成部分及复合年增长率） (2025-2032)

• 市场概览
• 解决方案
• 服务
  • 託管服务
  • 专业服务
  • 支援和维护
  • 配置与集成
  • 咨询

顾客旅程分析市场规模（按组织规模和复合年增长率） (2025-2032)

• 市场概览
• 大公司
• 小型企业

客户旅程分析市场规模（按部署模式和复合年增长率）（2025-2032）

• 市场概览
• 本地
• 云

顾客旅程分析市场规模（依资料来源及复合年增长率）(2025-2032)

• 市场概览
• 网路
• 社群媒体
• 智慧型手机
• 电子邮件
• 店铺
• 客服中心
• 其他资料来源（广告、忠诚度计画、调查、促销活动）

客户旅程分析市场规模（按应用划分）及复合年增长率（2025-2032）

• 市场概览
• 客户细分与定位
• 客户经验管理
• 客户行为分析
• 客户流失和保留
• 品牌管理
• 宣传活动管理
• 产品管理
• 其他用途（合规管理、全通路分析、顾客生命週期价值管理）

客户旅程分析市场规模（依产业垂直划分）及复合年增长率（2025-2032）

• 市场概览
• BFSI
• 政府
• 医疗保健和生命科学
• 零售与电子商务
• 製造业
• 运输/物流
• 媒体和娱乐
• 通讯/IT
• 旅游与饭店
• 其他产业（能源、公共产业、教育）

顾客旅程分析市场规模及复合年增长率（2025-2032）

• 北美洲
  • 美国
  • 加拿大
• 欧洲
  • 德国
  • 西班牙
  • 法国
  • 英国
  • 义大利
  • 其他欧洲国家
• 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
• 中东和非洲
  • 海湾合作委员会国家
  • 南非
  • 其他中东和非洲地区

竞争资讯

• 前五大公司对比
• 主要企业市场定位（2024年）
• 主要市场参与者所采取的策略
• 近期市场趋势
• 公司市场占有率分析（2024年）
• 主要企业简介
  • 公司详情
  • 产品系列分析
  • 公司分部份额分析
  • 收益与前一年同期比较对比（2022-2024 年）

    主要企业简介

    • Adobe公司（美国）
    • Salesforce.com, Inc.（美国）
    • 甲骨文公司（美国）
    • 微软公司（美国）
    • 谷歌有限责任公司（美国）
    • SAP SE（德国）
    • NICE有限公司（以色列）
    • IBM公司（美国）
    • Verint Systems Inc.（美国）
    • Genesys Telecommunications Laboratories, Inc.（美国）
    • 思科系统公司（美国）
    • Teradata公司（美国）
    • Quadient（法国）
    • Acxiom LLC（美国）
    • Amperity Inc.（美国）
    • Kitewheel LLC（美国）
    • Servion Global Solutions Limited（印度）
    • CallMiner Inc.（美国）
    • Woopra Inc.（美国）
    • Acquia公司（美国）

结论和建议

Customer Journey Analytics Market size was valued at USD 15.5 billion in 2023 and is poised to grow from USD 18.75 billion in 2024 to USD 86.18 billion by 2032, growing at a CAGR of 21.0% during the forecast period (2025-2032).

The global customer journey analytics market is witnessing transformative innovations that are reshaping client-centric strategies across agencies. Businesses increasingly recognize the significance of utilizing customer knowledge to streamline experiences, enhancing travel satisfaction and loyalty. A marked shift towards reduced facet analytics units and consistent analytics exemplifies this trend, driven by the demand for coordinated navigation. Companies are now offering educational resources in customer journey analytics, enabling agile responses to evolving consumer preferences. Continuous analytics fosters faster organizational responses, leading to personalized marketing strategies that enhance the overall customer experience. Moreover, the integration of artificial intelligence and machine learning is revolutionizing data evaluation, revealing hidden patterns and predicting customer behavior, thus driving the focus on omnichannel consumer interactions in this dynamic landscape.

Top-down and bottom-up approaches were used to estimate and validate the size of the 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.

Customer Journey Analytics Market Segments Analysis

Global Customer Journey Analytics Market is segmented by Component, Organization Size, Deployment Mode, Data Source, Application, Vertical and region. Based on Component, the market is segmented into Solutions and Services. Based on Organization Size, the market is segmented into Large Enterprises and Small and Medium-sized Enterprises (SMEs). Based on Deployment Mode, the market is segmented into On-premises and Cloud. Based on Data Source, the market is segmented into Web, Social Media, Mobile, Email, Store, Call Center and Other Data Sources. Based on Application, the market is segmented into Customer Segmentation and Targeting, Customer Experience Management, Customer Behavioral Analysis, Customer Churn and Retention Management, Brand Management, Campaign Management, Product Management and Other Applications. Based on Vertical, the market is segmented 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. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Customer Journey Analytics Market

A key driver propelling the expansion of the Customer Journey Analytics market is the rising demand for personalized customer interactions. Companies are increasingly recognizing the importance of utilizing advanced analytics to understand customer behaviors and preferences. By doing so, they can create tailored experiences that foster customer loyalty and enhance engagement. This dynamic approach not only helps businesses chart effective, data-driven conversion paths but also empowers them to forge deeper connections with their audience. As organizations strive to meet the expectations of customers who seek customized experiences, the significance of customer journey analytics continues to grow, driving market momentum.

Restraints in the Customer Journey Analytics Market

The global customer journey analytics market faces significant constraints primarily related to data privacy and security. Companies often collect sensitive customer information, which raises serious concerns regarding potential data breaches and compliance with regulations like GDPR. These privacy issues can hinder the adoption of customer journey analytics solutions. Additionally, businesses must invest heavily in robust security measures to protect customer data, which in turn increases operational costs and adds to the overall complexity of their analytics initiatives. This dual challenge of ensuring data security while managing expenses presents a considerable hurdle for organizations looking to leverage customer journey analytics effectively.

Market Trends of the Customer Journey Analytics Market

The Customer Journey Analytics market is experiencing a significant upward trend characterized by the rising integration of AI and machine learning technologies. This shift empowers businesses to gain intricate insights and predictive capabilities regarding customer behaviors, facilitating a more personalized and engaging customer experience. As artificial intelligence continues to evolve, companies are leveraging these advancements to enhance customer interactions, streamline decision-making, and optimize overall satisfaction across various touchpoints. This growing emphasis on data-driven strategies is transforming consumer engagement, making it an essential focus for organizations aiming to thrive in today's competitive landscape where personalized experiences drive loyalty and retention.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

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

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Degree of Competition
• Top Investment Pockets
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Pricing Analysis
• Technology Analysis

Global Customer Journey Analytics Market Size by Component & CAGR (2025-2032)

• Market Overview
• Solutions
• Services
  • Managed Services
  • Professional Services
  • Support and Maintenance
  • Deployment and Integration
  • Consulting

Global Customer Journey Analytics Market Size by Organization Size & CAGR (2025-2032)

• Market Overview
• Large Enterprises
• Small and Medium-sized Enterprises (SMEs)

Global Customer Journey Analytics Market Size by Deployment Mode & CAGR (2025-2032)

• Market Overview
• On-premises
• Cloud

Global Customer Journey Analytics Market Size by Data Source & CAGR (2025-2032)

• Market Overview
• Web
• Social Media
• Mobile
• Email
• Store
• Call Center
• Other Data Sources (Advertising, Loyalty Programs, Surveys, and Promotional Events)

Global Customer Journey Analytics Market Size by Application & CAGR (2025-2032)

• Market Overview
• Customer Segmentation and Targeting
• Customer Experience Management
• Customer Behavioral Analysis
• Customer Churn and Retention Management
• Brand Management
• Campaign Management
• Product Management
• Other Applications (Compliance Management, Omnichannel Analysis and Customer Lifetime Value Management)

Global Customer Journey Analytics Market Size by Vertical & CAGR (2025-2032)

• Market Overview
• BFSI
• Government
• Healthcare and Life Sciences
• Retail and eCommerce
• Manufacturing
• Transportation and Logistics
• Media and Entertainment
• Telecommunications and IT
• Travel and Hospitality
• Other Verticals (Energy and Utilities, and Education)

Global Customer Journey Analytics Market Size & CAGR (2025-2032)

• North America (Component, Organization Size, Deployment Mode, Data Source, Application, Vertical)
  • US
  • Canada
• Europe (Component, Organization Size, Deployment Mode, Data Source, Application, Vertical)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Component, Organization Size, Deployment Mode, Data Source, Application, Vertical)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Component, Organization Size, Deployment Mode, Data Source, Application, Vertical)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Component, Organization Size, Deployment Mode, Data Source, Application, Vertical)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• Adobe Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Salesforce.com, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Oracle Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Microsoft Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Google LLC (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAP SE (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• NICE Ltd. (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• IBM Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Verint Systems Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Genesys Telecommunications Laboratories, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Cisco Systems, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Teradata Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Quadient (France)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Acxiom LLC (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Amperity Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Kitewheel LLC (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Servion Global Solutions Limited (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• CallMiner Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Woopra Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Acquia, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations