Market Definition
Customer journey analytics is the process of tracking, analyzing, and understanding customer behavior and how it impacts business outcomes. It helps organizations identify areas of improvement and optimize the customer experience. By understanding customer behavior, organizations can make better decisions about marketing, product development, and customer service. Additionally, customer journey analytics can help organizations to identify opportunities to cross-sell and upsell products and services.
Market Outlook
There are four key trends in customer journey analytics technology:
1. The shift from reactive to proactive customer journey management: In the past, customer journey analytics was used primarily to retrospectively analyze customer journeys and identify issues. However, there is a shift towards using customer journey analytics proactively to manage customer journeys in real-time. This includes identifying potential issues before they happen and taking action to prevent them.
2. The rise of predictive customer journey analytics: Predictive customer journey analytics is a relatively new trend. It uses machine learning algorithms to predict customer behavior. This can be used to identify potential issues and take action to prevent them.
3. The growth of omnichannel customer journey analytics: Omnichannel customer journey analytics is another relatively new trend. It allows businesses to track and analyze customer journeys across multiple channels (e.g. online, in-store, call center, etc.). This is important because it provides a more holistic view of the customer journey and can help identify issues that span multiple channels.
There are a few key drivers of Customer Journey Analytics market. Firstly, the need for understanding customer behavior has never been greater. With the rise of digital channels, customers are interacting with brands in a variety of ways and across multiple touchpoints. This makes it difficult for businesses to get a holistic view of the customer journey. Secondly, traditional methods of customer analysis, such as surveys and focus groups, are no longer adequate. They are costly, time-consuming, and often provide limited insights. Thirdly, the data required to understand the customer journey is increasingly complex and fragmented. It is scattered across multiple systems and channels, making it difficult to access and analyze. Finally, the customer journey is constantly changing, making it difficult to keep up with the latest trends.
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Research Objectives
• Estimates and forecast the overall market size for the total market, across product, service type, type, end-user, and region
• Detailed information and key takeaways on qualitative and quantitative trends, dynamics, business framework, competitive landscape, and company profiling
• Identify factors influencing market growth and challenges, opportunities, drivers and restraints
• Identify factors that could limit company participation in identified international markets to help properly calibrate market share expectations and growth rates
• Trace and evaluate key development strategies like acquisitions, product launches, mergers, collaborations, business expansions, agreements, partnerships, and R&D activities
• Thoroughly analyze smaller market segments strategically, focusing on their potential, individual patterns of growth, and impact on the overall market
• To thoroughly outline the competitive landscape within the market, including an assessment of business and corporate strategies, aimed at monitoring and dissecting competitive advancements.
• Identify the primary market participants, based on their business objectives, regional footprint, product offerings, and strategic initiatives
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Market Segmentation
The customer journey analytics market is bifurcated on the basis of deployment, component, touchpoint, company size, industry vertical, and geography. Based on deployment, it is categorized into on-premise and cloud. By component, the market is segmented into solutions and services. By touchpoint, it is divided into social media, mobile, email, branch/store, and others. On the basis of industry vertical, it is segmented into BFSI, IT, retail & e-commerce, healthcare, travel & hospitality, and others. On the basis of geography, the market is analyzed across North America, Europe, Asia-Pacific, and rest of the World.
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Major Players
The key players profiled in the customer journey analytics market are Acxiom LLC, Adobe Systems, Inc., BryterCX, IBM Corporation, Nice Ltd, Pointillist, Quadient, Salesforce.com, Inc., SAP SE, and Verint Systems.
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Research Scope
• Scope – Highlights, Trends, Insights. Attractiveness, Forecast
• Market Sizing – Product Type, End User, Offering Type, Technology, Region, Country, Others
• Market Dynamics – Market Segmentation, Demand and Supply, Bargaining Power of Buyers and Sellers, Drivers, Restraints, Opportunities, Threat Analysis, Impact Analysis, Porters 5 Forces, Ansoff Analysis, Supply Chain
• Business Framework – Case Studies, Regulatory Landscape, Pricing, Policies and Regulations, New Product Launches. M&As, Recent Developments
• Competitive Landscape – Market Share Analysis, Market Leaders, Emerging Players, Vendor Benchmarking, Developmental Strategy Benchmarking, PESTLE Analysis, Value Chain Analysis
• Company Profiles – Overview, Business Segments, Business Performance, Product Offering, Key Developmental Strategies, SWOT Analysis
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