Customer Experience Analytics (CEA) Market 2018 Global Industry Challenges, Size, Growth, Key Vendors, Drivers and Recent Trends by Forecast to 2023

Customer Experience Analytics (CEA) Market
Customer Experience Analytics Market, By Touch Point (Company Website, Branch, Call center, Web), Solution (Data Management, Voice of Customer, Web Analytical Tools, Social Media Analytical Tools, Dashboard and Reporting) – Forecast 2023

Market Highlights:

Customer Experience Analytics Market is segmented on the basis of touch points, solution and vertical. The touch points segment is further bifurcated into company website, branch or store, call center and web. Out of these, the call center market is expected to dominate the market during the forecast period.

Customer experience analytics is a section of customer experience management which critically important for the business organization to understand customers feedback. The customer experience analytics offers the business entities to analyse the focussed group and allows to identify the potential customers to become more loyal to their products and services.

The number of call centers are increasing day by day which helps in optimizing the business procedures by handling customer queries immediately. This ultimately helps in retaining customers and hence in driving the market share of customer experience analytics market. Retaining customers and managing customer experience are the major factors driving the market share of customer experience analytics market.

The global Customer Experience Analytics Market is expected to grow at approx. USD 12 Billion by 2023, at 14% of CAGR between 2017 and 2023.

Major Key Players:

  • Adobe Systems Incorporated (U.S.)
  • Oracle Corporation (U.S.)
  • IBM Corporation (U.S.)
  • Nokia Networks (Finland)
  • Tech Mahindra Limited (India)
  • Avaya Inc. (U.S.)
  • SDL (U.K.)
  • SAS Institute Inc. (U.S.)
  • OpenText Corporation (Canada)
  • HP Inc. (U.S.)

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Industry News:

April 2017, Oracle Corporation advances the Customer Experience professional with new AI apps. Oracle has  launched a new artificial intelligence based customer experience application which will boost sales &services, marketing and  commerce, expertise to offer smarter experiences across the customer lifecycle in real time. The advanced adaptive Intelligent application for CX uniquely amalgamate first-party and third-party data with advances decision science and machine learning to offer the industry’s most powerful AI-based customer experience solutions.

June 2017, Adobe system empowers voice driven customer experiences with analytics cloud.  The advanced new Adobe Analytics Cloud technique allows the brands to offer more customized customer experiences and develop brand loyalty through voice-based interfaces. The consolidate interpretation of voice data associated with artificial intelligence and machine learning capabilities in Adobe Sensei, helps to boost the customer feedbacks and recommendations, while automating the conventional bulky manual analysis.

Regional Analysis:

The regional analysis of customer experience analytics market is being studied for regions such as Asia Pacific, North America, Europe and Rest of the World. It has been observed that North America is estimated to account for the largest share of the market, whereas Asia-Pacific is projected to grow at the fastest rate during the forecast period. The major factor in the growth of customer experience analytics market in North America attributes to the presence of key companies like Oracle, Adobe, IBM in that region.

Customer Experience Analytics Market Segmentation:

The customer experience analytics market has been segmented on the basis of touch points, solution and vertical. The vertical segment is further bifurcated into BFSI, manufacturing, healthcare, retail, travel and hospitality and government. Out of these, the manufacturing segment is expected to grow at the highest CAGR during the forecast period.

Mobile phones too are very much useful in sending alerts and request callbacks which ultimately helps in collecting customer feedback. So mobile phones play an important role in customer experience analytics.

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Intended Audience:

  • Technology investors
  • Integrated device manufacturers (IDMs)
  • Original equipment manufacturers (OEMs)
  • Research/Consultancy firms

 

Table of Contents

1          Market Introduction

1.1       Introduction 

1.2       Scope of Study

1.2.1    Research Objective

1.2.2    Assumptions

1.2.3    Limitations

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

Continued….

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

Continued….

List of Figures

Figure 1 Research Type

Figure 2 Customer Experience Analytics Market, By Touch Point (%)

Figure 3 Customer Experience Analytics Market, By Solution (%)

Continued….

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