数位客户体验和服务自动化市场－全球产业规模、份额、趋势、机会和预测，按分析工具、部署方式、应用领域、地区和竞争格局划分，2020-2030 年预测

全球数位化客户体验和服务自动化市场规模将从2024年的179亿美元成长到2030年的802.1亿美元，复合年增长率达28.40%。该市场涵盖技术、资料和人工智慧的整合，旨在简化和个人化客户在整个客户旅程中的所有数位触点互动。市场的主要驱动因素包括：客户对卓越和个人化服务的期望不断提高、人工智慧和机器学习技术的快速发展，以及提高营运效率和降低成本的迫切需求。

主要市场驱动因素

全球数位化客户体验和服务自动化市场的主要驱动力是客户对个人化和无缝互动体验日益增长的期望。消费者越来越需要客製化的内容、即时帮助以及在所有数位化触点上一致的体验，这促使企业超越通用服务模式，转向个人化的客户旅程。

主要市场挑战

组织内部持续存在的各自为政的思维模式严重阻碍了全球数位化客户体验和服务自动化市场的发展。这种挑战使得企业无法完全了解客户，因为关键资料和洞察仍然分散在各个内部部门和不相连的数位管道中。

主要市场趋势

生成式人工智慧整合提升客户体验，透过实现更动态、个人化和情境相关的互动，正在变革客户互动方式。这一趋势超越了传统的基于规则的自动化，利用生成式人工智慧模型产生类人响应、创建客製化内容，并在各种数位触点上主动满足客户需求。

目录

第一章：产品概述

第二章：研究方法

第三章：执行概要

第四章：客户之声

第五章：全球数位化客户体验与服务自动化市场展望

• 市场规模及预测
  • 按价值
• 市占率及预测
  • 透过分析工具（EFM 软体、语音分析、文字分析、网路分析和内容管理等）
  • 依部署方式（云端、本机部署）
  • 按应用领域（零售、银行、金融服务和保险、电信、医疗保健、运输和物流、其他）
  • 按地区
  • 按公司（2024 年）
• 市场地图

第六章：北美数位客户体验与服务自动化市场展望

• 市场规模及预测
• 市占率及预测
• 北美洲：国家分析
  • 美国
  • 加拿大
  • 墨西哥

第七章：欧洲数位化客户体验与服务自动化市场展望

• 市场规模及预测
• 市占率及预测
• 欧洲：国家分析
  • 德国
  • 法国
  • 英国
  • 义大利
  • 西班牙

第八章：亚太地区数位化客户体验与服务自动化市场展望

• 市场规模及预测
• 市占率及预测
• 亚太地区：国家分析
  • 中国
  • 印度
  • 日本
  • 韩国
  • 澳洲

第九章：中东和非洲数位化客户体验和服务自动化市场展望

• 市场规模及预测
• 市占率及预测
• 中东和非洲：国家分析
  • 沙乌地阿拉伯
  • 阿联酋
  • 南非

第十章：南美洲数位化客户体验与服务自动化市场展望

• 市场规模及预测
• 市占率及预测
• 南美洲：国家分析
  • 巴西
  • 哥伦比亚
  • 阿根廷

第十一章：市场动态

• 司机
• 挑战

第十二章：市场趋势与发展

• 併购
• 产品发布
• 最新进展

第十三章：全球数位化客户体验与服务自动化市场：SWOT分析

第十四章：波特五力分析

• 产业竞争
• 新进入者的潜力
• 供应商议价能力
• 顾客的力量
• 替代产品的威胁

第十五章：竞争格局

• Salesforce, Inc.
• Microsoft Corporation
• Oracle Corporation
• SAP SE
• Adobe Inc.
• Zendesk, Inc.
• Pegasystems Inc.
• NICE Systems Ltd.
• Genesys Cloud Services, Inc.
• Sitecore Corporation

第十六章：策略建议

第17章调查会社について・免责事项

The Global Digital Customer Experience and Service Automation Market will grow from USD 17.90 Billion in 2024 to USD 80.21 Billion by 2030 at a 28.40% CAGR. The Global Digital Customer Experience and Service Automation Market encompasses the integration of technology, data, and artificial intelligence to streamline and personalize customer interactions across all digital touchpoints throughout the entire customer journey. Key market drivers include escalating customer expectations for superior and personalized service, the rapid advancement of artificial intelligence and machine learning technologies, and the imperative for operational efficiency and cost reduction.

Key Market Drivers

The Global Digital Customer Experience and Service Automation Market is primarily driven by evolving customer expectations for personalized and seamless interactions. Consumers increasingly demand tailored content, real time assistance, and consistent experiences across every digital touchpoint, pushing businesses to move beyond generic service models toward individualized customer journeys.

Key Market Challenges

The persistent organizational siloed mentality presents a significant impediment to the growth of the Global Digital Customer Experience and Service Automation Market. This challenge prevents organizations from establishing a comprehensive view of the customer, as vital data and insights remain fragmented across various internal departments and disconnected digital channels. Such fragmentation directly undermines the core objective of digital customer experience initiatives, which is to deliver seamless and personalized interactions throughout the entire customer journey.

Key Market Trends

Generative AI Integration for Enhanced Customer Experiences is transforming customer interactions by enabling more dynamic, personalized, and contextually relevant engagements. This trend moves beyond traditional rule-based automation, leveraging generative AI models to produce human-like responses, create tailored content, and proactively address customer needs across various digital touchpoints. This integration enriches the overall customer journey by facilitating natural conversations with virtual assistants and generating personalized product recommendations.

Key Market Players

• Salesforce, Inc.
• Microsoft Corporation
• Oracle Corporation
• SAP SE
• Adobe Inc.
• Zendesk, Inc.
• Pegasystems Inc.
• NICE Systems Ltd.
• Genesys Cloud Services, Inc.
• Sitecore Corporation

Report Scope:

In this report, the Global Digital Customer Experience and Service Automation Market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Digital Customer Experience and Service Automation Market, By Analytical Tools:

• EFM Software
• Speech Analytics
• Text Analytics
• Web Analytics & Content Management
• Others

Digital Customer Experience and Service Automation Market, By Deployment:

• Cloud
• On-premises

Digital Customer Experience and Service Automation Market, By Application:

• Retail
• BFSI
• Telecom
• Healthcare
• Transportation & Logistics
• Others

Digital Customer Experience and Service Automation Market, By Region:

• North America
  • United States
  • Canada
  • Mexico
• Europe
  • France
  • United Kingdom
  • Italy
  • Germany
  • Spain
• South America
  • Brazil
  • Argentina
  • Colombia
• Middle East & Africa
  • South Africa
  • Saudi Arabia
  • UAE
• Asia Pacific
  • China
  • India
  • Japan
  • Australia
  • South Korea

Competitive Landscape

Company Profiles: Detailed analysis of the major companies presents in the Global Digital Customer Experience and Service Automation Market.

Available Customizations:

Global Digital Customer Experience and Service Automation Market report with the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

• Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Product Overview

• 1.1. Market Definition
• 1.2. Scope of the Market
  • 1.2.1. Markets Covered
  • 1.2.2. Years Considered for Study
  • 1.2.3. Key Market Segmentations

2. Research Methodology

• 2.1. Objective of the Study
• 2.2. Baseline Methodology
• 2.3. Key Industry Partners
• 2.4. Major Association and Secondary Sources
• 2.5. Forecasting Methodology
• 2.6. Data Triangulation & Validation
• 2.7. Assumptions and Limitations

3. Executive Summary

• 3.1. Overview of the Market
• 3.2. Overview of Key Market Segmentations
• 3.3. Overview of Key Market Players
• 3.4. Overview of Key Regions/Countries
• 3.5. Overview of Market Drivers, Challenges, Trends

4. Voice of Customer

5. Global Digital Customer Experience and Service Automation Market Outlook

• 5.1. Market Size & Forecast
  • 5.1.1. By Value
• 5.2. Market Share & Forecast
  • 5.2.1. By Analytical Tools (EFM Software, Speech Analytics, Text Analytics, Web Analytics & Content Management, Others)
  • 5.2.2. By Deployment (Cloud, On-premises)
  • 5.2.3. By Application (Retail, BFSI, Telecom, Healthcare, Transportation & Logistics, Others)
  • 5.2.4. By Region
  • 5.2.5. By Company (2024)
• 5.3. Market Map

6. North America Digital Customer Experience and Service Automation Market Outlook

• 6.1. Market Size & Forecast
  • 6.1.1. By Value
• 6.2. Market Share & Forecast
  • 6.2.1. By Analytical Tools
  • 6.2.2. By Deployment
  • 6.2.3. By Application
  • 6.2.4. By Country
• 6.3. North America: Country Analysis
  • 6.3.1. United States Digital Customer Experience and Service Automation Market Outlook
    • 6.3.1.1. Market Size & Forecast
      • 6.3.1.1.1. By Value
    • 6.3.1.2. Market Share & Forecast
      • 6.3.1.2.1. By Analytical Tools
      • 6.3.1.2.2. By Deployment
      • 6.3.1.2.3. By Application
  • 6.3.2. Canada Digital Customer Experience and Service Automation Market Outlook
    • 6.3.2.1. Market Size & Forecast
      • 6.3.2.1.1. By Value
    • 6.3.2.2. Market Share & Forecast
      • 6.3.2.2.1. By Analytical Tools
      • 6.3.2.2.2. By Deployment
      • 6.3.2.2.3. By Application
  • 6.3.3. Mexico Digital Customer Experience and Service Automation Market Outlook
    • 6.3.3.1. Market Size & Forecast
      • 6.3.3.1.1. By Value
    • 6.3.3.2. Market Share & Forecast
      • 6.3.3.2.1. By Analytical Tools
      • 6.3.3.2.2. By Deployment
      • 6.3.3.2.3. By Application

7. Europe Digital Customer Experience and Service Automation Market Outlook

• 7.1. Market Size & Forecast
  • 7.1.1. By Value
• 7.2. Market Share & Forecast
  • 7.2.1. By Analytical Tools
  • 7.2.2. By Deployment
  • 7.2.3. By Application
  • 7.2.4. By Country
• 7.3. Europe: Country Analysis
  • 7.3.1. Germany Digital Customer Experience and Service Automation Market Outlook
    • 7.3.1.1. Market Size & Forecast
      • 7.3.1.1.1. By Value
    • 7.3.1.2. Market Share & Forecast
      • 7.3.1.2.1. By Analytical Tools
      • 7.3.1.2.2. By Deployment
      • 7.3.1.2.3. By Application
  • 7.3.2. France Digital Customer Experience and Service Automation Market Outlook
    • 7.3.2.1. Market Size & Forecast
      • 7.3.2.1.1. By Value
    • 7.3.2.2. Market Share & Forecast
      • 7.3.2.2.1. By Analytical Tools
      • 7.3.2.2.2. By Deployment
      • 7.3.2.2.3. By Application
  • 7.3.3. United Kingdom Digital Customer Experience and Service Automation Market Outlook
    • 7.3.3.1. Market Size & Forecast
      • 7.3.3.1.1. By Value
    • 7.3.3.2. Market Share & Forecast
      • 7.3.3.2.1. By Analytical Tools
      • 7.3.3.2.2. By Deployment
      • 7.3.3.2.3. By Application
  • 7.3.4. Italy Digital Customer Experience and Service Automation Market Outlook
    • 7.3.4.1. Market Size & Forecast
      • 7.3.4.1.1. By Value
    • 7.3.4.2. Market Share & Forecast
      • 7.3.4.2.1. By Analytical Tools
      • 7.3.4.2.2. By Deployment
      • 7.3.4.2.3. By Application
  • 7.3.5. Spain Digital Customer Experience and Service Automation Market Outlook
    • 7.3.5.1. Market Size & Forecast
      • 7.3.5.1.1. By Value
    • 7.3.5.2. Market Share & Forecast
      • 7.3.5.2.1. By Analytical Tools
      • 7.3.5.2.2. By Deployment
      • 7.3.5.2.3. By Application

8. Asia Pacific Digital Customer Experience and Service Automation Market Outlook

• 8.1. Market Size & Forecast
  • 8.1.1. By Value
• 8.2. Market Share & Forecast
  • 8.2.1. By Analytical Tools
  • 8.2.2. By Deployment
  • 8.2.3. By Application
  • 8.2.4. By Country
• 8.3. Asia Pacific: Country Analysis
  • 8.3.1. China Digital Customer Experience and Service Automation Market Outlook
    • 8.3.1.1. Market Size & Forecast
      • 8.3.1.1.1. By Value
    • 8.3.1.2. Market Share & Forecast
      • 8.3.1.2.1. By Analytical Tools
      • 8.3.1.2.2. By Deployment
      • 8.3.1.2.3. By Application
  • 8.3.2. India Digital Customer Experience and Service Automation Market Outlook
    • 8.3.2.1. Market Size & Forecast
      • 8.3.2.1.1. By Value
    • 8.3.2.2. Market Share & Forecast
      • 8.3.2.2.1. By Analytical Tools
      • 8.3.2.2.2. By Deployment
      • 8.3.2.2.3. By Application
  • 8.3.3. Japan Digital Customer Experience and Service Automation Market Outlook
    • 8.3.3.1. Market Size & Forecast
      • 8.3.3.1.1. By Value
    • 8.3.3.2. Market Share & Forecast
      • 8.3.3.2.1. By Analytical Tools
      • 8.3.3.2.2. By Deployment
      • 8.3.3.2.3. By Application
  • 8.3.4. South Korea Digital Customer Experience and Service Automation Market Outlook
    • 8.3.4.1. Market Size & Forecast
      • 8.3.4.1.1. By Value
    • 8.3.4.2. Market Share & Forecast
      • 8.3.4.2.1. By Analytical Tools
      • 8.3.4.2.2. By Deployment
      • 8.3.4.2.3. By Application
  • 8.3.5. Australia Digital Customer Experience and Service Automation Market Outlook
    • 8.3.5.1. Market Size & Forecast
      • 8.3.5.1.1. By Value
    • 8.3.5.2. Market Share & Forecast
      • 8.3.5.2.1. By Analytical Tools
      • 8.3.5.2.2. By Deployment
      • 8.3.5.2.3. By Application

9. Middle East & Africa Digital Customer Experience and Service Automation Market Outlook

• 9.1. Market Size & Forecast
  • 9.1.1. By Value
• 9.2. Market Share & Forecast
  • 9.2.1. By Analytical Tools
  • 9.2.2. By Deployment
  • 9.2.3. By Application
  • 9.2.4. By Country
• 9.3. Middle East & Africa: Country Analysis
  • 9.3.1. Saudi Arabia Digital Customer Experience and Service Automation Market Outlook
    • 9.3.1.1. Market Size & Forecast
      • 9.3.1.1.1. By Value
    • 9.3.1.2. Market Share & Forecast
      • 9.3.1.2.1. By Analytical Tools
      • 9.3.1.2.2. By Deployment
      • 9.3.1.2.3. By Application
  • 9.3.2. UAE Digital Customer Experience and Service Automation Market Outlook
    • 9.3.2.1. Market Size & Forecast
      • 9.3.2.1.1. By Value
    • 9.3.2.2. Market Share & Forecast
      • 9.3.2.2.1. By Analytical Tools
      • 9.3.2.2.2. By Deployment
      • 9.3.2.2.3. By Application
  • 9.3.3. South Africa Digital Customer Experience and Service Automation Market Outlook
    • 9.3.3.1. Market Size & Forecast
      • 9.3.3.1.1. By Value
    • 9.3.3.2. Market Share & Forecast
      • 9.3.3.2.1. By Analytical Tools
      • 9.3.3.2.2. By Deployment
      • 9.3.3.2.3. By Application

10. South America Digital Customer Experience and Service Automation Market Outlook

• 10.1. Market Size & Forecast
  • 10.1.1. By Value
• 10.2. Market Share & Forecast
  • 10.2.1. By Analytical Tools
  • 10.2.2. By Deployment
  • 10.2.3. By Application
  • 10.2.4. By Country
• 10.3. South America: Country Analysis
  • 10.3.1. Brazil Digital Customer Experience and Service Automation Market Outlook
    • 10.3.1.1. Market Size & Forecast
      • 10.3.1.1.1. By Value
    • 10.3.1.2. Market Share & Forecast
      • 10.3.1.2.1. By Analytical Tools
      • 10.3.1.2.2. By Deployment
      • 10.3.1.2.3. By Application
  • 10.3.2. Colombia Digital Customer Experience and Service Automation Market Outlook
    • 10.3.2.1. Market Size & Forecast
      • 10.3.2.1.1. By Value
    • 10.3.2.2. Market Share & Forecast
      • 10.3.2.2.1. By Analytical Tools
      • 10.3.2.2.2. By Deployment
      • 10.3.2.2.3. By Application
  • 10.3.3. Argentina Digital Customer Experience and Service Automation Market Outlook
    • 10.3.3.1. Market Size & Forecast
      • 10.3.3.1.1. By Value
    • 10.3.3.2. Market Share & Forecast
      • 10.3.3.2.1. By Analytical Tools
      • 10.3.3.2.2. By Deployment
      • 10.3.3.2.3. By Application

11. Market Dynamics

• 11.1. Drivers
• 11.2. Challenges

12. Market Trends & Developments

• 12.1. Merger & Acquisition (If Any)
• 12.2. Product Launches (If Any)
• 12.3. Recent Developments

13. Global Digital Customer Experience and Service Automation Market: SWOT Analysis

14. Porter's Five Forces Analysis

• 14.1. Competition in the Industry
• 14.2. Potential of New Entrants
• 14.3. Power of Suppliers
• 14.4. Power of Customers
• 14.5. Threat of Substitute Products

15. Competitive Landscape

• 15.1. Salesforce, Inc.
  • 15.1.1. Business Overview
  • 15.1.2. Products & Services
  • 15.1.3. Recent Developments
  • 15.1.4. Key Personnel
  • 15.1.5. SWOT Analysis
• 15.2. Microsoft Corporation
• 15.3. Oracle Corporation
• 15.4. SAP SE
• 15.5. Adobe Inc.
• 15.6. Zendesk, Inc.
• 15.7. Pegasystems Inc.
• 15.8. NICE Systems Ltd.
• 15.9. Genesys Cloud Services, Inc.
• 15.10. Sitecore Corporation

16. Strategic Recommendations

17. About Us & Disclaimer