Customer Experience Analytics Market Highlights: —
Customer experience analytics refers to the data accumulated from the interaction between a consumer and a company. It is gaining massive traction in today’s cut-throat competitive market. The data is acquired through various touch points and aids the organization to understand the needs and problems of consumers. The interaction between the consumer and the company occurs via web, mails, call centers, mobiles, and other means.
The increasing number of call centers across the globe is helping business procedures to be optimized by handling various customer queries in an immediate manner. This thereby helps in retaining customers, and subsequently drives the global market of Customer Experience Analytics Market. It is mentioned that retaining customers and managing customer experience are the key factors that are expected to drive the growth of the global market.
The global customer experience analytics market is slated to grow impressively in the forthcoming years of the forecast period as per the report stated by Market Research Future (MRFR). The report claims that the global market is calculated to attain a compound annual growth of 14% during the forecast period between 2017 and 2023. Furthermore, the global market valuation is projected to reach USD 12 Billion by the end of the forecast period.
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The global customer experience analytics market hosts a number of key and prominent players. The players are consistently bringing forward new ideas and developments to the industry to further expand the industry and edge past their competition. Some of the leading players identified are IBM Corporation (U.S.), Adobe Systems Incorporated (U.S.), Tech Mahindra Limited (India), Oracle Corporation (U.S.), Nokia Networks (Finland), OpenText Corporation (Canada), Avaya Inc. (U.S.), SDL (U.K.), SAS Institute Inc. (U.S.), HP Inc. (U.S.), and others.
April 24th, 2019, it was announced in a release that FullStory has raised an amount accruing to USD 32 million in the market in order to track and analyze the digital customer experiences.
The global customer experience analytics market segmentation is based in terms of type, solution, touch point, and vertical.
• By type, the market includes text analytics & speech analytics, enterprise feedback management, web analytics, and others
• By solution, the market comprises Voice of Customer, Data Management, Web Analytical Tools, Social Media Analytical Tools, and Dashboard and Reporting.
• By vertical, the market segments into IT Communication Service Provider, BFSI, Travel & Hospitality, and Healthcare.
• By touch point, the market branches into call centers, company website, web, and branch. The call center market segment holds the dominant position in the market. Moreover, the segment is expected to dominate the market in the near future.
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The global customer experience analytics market is geographically distributed across the following regions: North America, Europe, Asia Pacific, and the Rest of the World (RoW).
North America leads the global market with the highest share percentage as per the last conducted study. Furthermore, the market is expected to dominate the global market during the forthcoming years of the forecast period by attaining the largest growth percentage. Both the US and Canada are the major contributors of the North American regional market and is expected to spearhead the growth of the region in the coming years as well. This is due to the presence of a number of IT giants herein, like Oracle Corporation, Adobe Systems, and IBM corporations to name a few.
Asia Pacific is reported to be the fastest growing region in the global customer experience analytics market over the forecast period. This is due to the fast-paced growth of the number of electronic gadgets and the continuous increase in the digitalization and expanding smartphone users. Additionally, China, India, japan, Republic of Korea, and other leading countries in Asia Pacific are contributing significantly to the overall growth of the regional market.
Europe is another major region in the global landscape of customer experience analytics. The region is expected to garner substantial growth in the forthcoming years due to similar factors as that of the North American region.
• Technology investors
• Integrated device manufacturers (IDMs)
• Original equipment manufacturers (OEMs)
• Research/Consultancy firms
Table of Contents
1 Market Introduction
1.2 Scope of Study
1.2.1 Research Objective
1.3 Market Structure
2 Research Methodology
2.1 Research Type
2.2 Primary Research
2.3 Secondary Research
2.4 Forecast Model
2.4.1 Market Data Collection, Analysis & Forecast
2.4.2 Market Size Estimation
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List of Tables
Table 1 Customer Experience Analytics Market, By Touch Point
Table 2 Customer Experience Analytics Market, By Solution
Table 3 Customer Experience Analytics Market, By Vertical
List of Figures
Figure 1 Research Type
Figure 2 Customer Experience Analytics Market, By Touch Point (%)
Figure 3 Customer Experience Analytics Market, By Solution (%)
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