Customer Journey Analytics Market Size, Share, Growth, Trends and Forecast – 2026

 According to a research report "Customer Journey Analytics Market Graph by Component, Organization Size, Deployment Mode, Data Source, Application (Campaign Management & Product Management), Vertical (BFSI, Retail & eCommerce, & Telecommunications and IT), and Region - Global Forecast to 2026" published by MarketsandMarkets, the global customer journey analytics market size to grow from USD 8.3 billion in 2020 to USD 25.1 billion by 2026, at a Compound Annual Growth Rate (CAGR) of 20.3% during the forecast period. Various factors such as the growing need to provide seamless customer experience, a higher focus on better customer engagement strategies through omnichannel, and adoption of advanced analytics solutions to leverage the increasing customer data and reduce customer churn rate, are expected to drive the demand for customer journey analytics solutions and services.

The customer journey analytics market is projected to witness a slight slowdown in its growth in 2020 due to COVID-19 lockdowns imposed worldwide. These lockdowns have been impacting all the verticals, including retail and eCommerce, BFSI, healthcare and life sciences, media and entertainment, and government. The pandemic has led to a shift in customer behavior, with lockdown driving customers to opt for omnichannel for purchasing. The condition is expected to come under control by mid-2021. The demand for customer journey analytics solutions and services is expected to increase due to customers shifting toward online purchasing. Due to lockdown regulations, there was a surge in the number of online media and entertainment users, which has created the demand for customer journey analytics solutions and services for understanding customer needs.

The cloud segment to grow at a higher CAGR during the forecast period

The customer journey analytics market by deployment mode has been segmented into on-premises and cloud. The cloud segment is expected to grow at a rapid pace during the forecast period. The high CAGR of the cloud segment can be attributed to the availability of easy deployment options and minimal requirements of capital and time. These factors are supporting the current lockdown scenario of COVID-19 as social distancing, and online purchasing of goods hit the industry and are expected to drive the adoption of cloud-based customer journey analytics solutions. Highly secure customer data encryption and complete data visibility and control feature are responsible for the higher adoption of on-premises-based customer journey analytics solutions.

The services segment to grow at a higher CAGR during the forecast period

The customer journey analytics market is segmented on the basis of components into solutions and services. Services are further segmented into professional and managed services. Professional services include consulting, deployment and integration, and support and maintenance services. The demand for professional services is expected to rise due to a rise in tailored demand for customers. Customers are coming up with customization requirements in the already installed customer journey analytics solutions to enhance the overall performance.

The mobile segment to grow at a higher CAGR during the forecast period

The customer journey analytics market is segmented on the basis of data sources into web, social, mobile, email, store, call center, and other data sources (advertising, loyalty programs, surveys, and promotional events). The mobile segment is expected to grow at the highest CAGR during the forecast period. This growth is attributed as the growing interaction of users through mobile devices enables them to communicate with businesses in a more personalized manner. Therefore, enterprises are willingly implementing customer journey analytics solutions to analyze mobile data.

Among verticals, the retail and eCommerce segment to grow at the highest CAGR during the forecast period

The customer journey analytics market is segmented on verticals into BFSI, government, healthcare and life sciences, retail and eCommerce, manufacturing, telecommunications and IT, transportation and logistics, media and entertainment, travel and hospitality, and other verticals (education, and energy and utilities). The BFSI vertical is expected to account for the largest market size during the forecast period. Moreover, the retail and eCommerce vertical is expected to grow at the highest CAGR during the forecast period. To meet the rapidly changing customer expectations, retail and eCommerce companies are inclining toward customer journey analytics solutions, which can monitor the customer’s journey in real time across different channels and guide them to meet their requirements.

North America to hold the largest market size during the forecast period

North America is the largest revenue contributor to the global customer journey analytics market. The region is witnessing significant developments in the customer journey analytics market. Many customer journey analytics solution providers are adopting various growth strategies to strengthen their positions in the market. The US government has provided support by promoting an ideal environment for research and innovation, leading to advancements in various fields of science and technology. APAC has witnessed the advanced and dynamic adoption of new technologies and is expected to record the highest CAGR during the forecast period. The growing awareness for enhancing customer experience in key countries, such as China, India, and Japan, is expected to fuel the adoption of customer journey analytics solutions and services. The commercialization of the AI and ML technology, giving rise to increased customer data, and the need for further advancements to leverage its benefits to the maximum are expected to drive the adoption of customer journey analytics solutions in the region.

Major vendors in the global customer journey analytics market include include Oracle (US), Adobe (US), Salesforce (US), NICE (US), SAP (Germany), Microsoft (US), Google (US), Genesys (US), Cisco (US), Teradata (US), Alterian (US), [24]7.ai (US), Pointillist (US), BryterCX (US), inQuba (South Africa), Kitewheel (US), Verint (US), Thunderhead (UK), Servion (India), CallMiner (US), NGDATA (Belgium), Acoustic (US), FirstHive (US), CaliberMind (US), Amperity (US), and Cerebri AI (US).

About MarketsandMarkets™

MarketsandMarkets™ has been recognized as one of America’s best management consulting firms by Forbes, as per their recent report.

MarketsandMarkets™ is a blue ocean alternative in growth consulting and program management, leveraging a man-machine offering to drive supernormal growth for progressive organizations in the B2B space. We have the widest lens on emerging technologies, making us proficient in co-creating supernormal growth for clients.

Earlier this year, we made a formal transformation into one of America's best management consulting firms as per a survey conducted by Forbes.

The B2B economy is witnessing the emergence of $25 trillion of new revenue streams that are substituting existing revenue streams in this decade alone. We work with clients on growth programs, helping them monetize this $25 trillion opportunity through our service lines - TAM Expansion, Go-to-Market (GTM) Strategy to Execution, Market Share Gain, Account Enablement, and Thought Leadership Marketing.

Built on the 'GIVE Growth' principle, we work with several Forbes Global 2000 B2B companies - helping them stay relevant in a disruptive ecosystem. Our insights and strategies are molded by our industry experts, cutting-edge AI-powered Market Intelligence Cloud, and years of research. The KnowledgeStore™ (our Market Intelligence Cloud) integrates our research, facilitates an analysis of interconnections through a set of applications, helping clients look at the entire ecosystem and understand the revenue shifts happening in their industry.

To find out more, visit www.MarketsandMarkets™.com or follow us on Twitter, LinkedIn and Facebook.

 

Contact:
Mr. Aashish Mehra
MarketsandMarkets™ INC.

630 Dundee Road

Suite 430

Northbrook, IL 60062

USA: +1-888-600-6441

Email: sales@marketsandmarkets.com

Comments

Post a Comment

Popular posts from this blog

Metaverse in Gaming Market Growth to $119.2 Billion by 2028

  The global Metaverse in gaming market growth is projected to expand from USD 22.7 billion in 2023 to USD 119.2 billion by 2028, registering a CAGR of 39.3% over the forecast period. The Metaverse in gaming Market is fuelled by rising demand for online gaming. The substantial global in-game metaverse market suggests many consumers are familiar and comfortable with making transactions in virtual worlds, which sets the stage for more commerce (market growth) to shift towards gaming metaverse experiences. AR and VR headsets will continue to be the primary choice for immersive interactive gaming metaverse experiences for quite some time, but less intrusive technologies will become more common in the near future. Glasses-free display technologies and holographic projection is already gaining traction and will mature to become a more common gaming metaverse gateway. Download PDF Brochure@   https://www.marketsandmarkets.com/pdfdownloadNew.asp?id=15811534 By component, hardware seg...
Read more

Market for Phishing Protection to Reach $4.1 Billion by 2028

The global market for phishing protection is projected to expand from USD 2.2 billion in 2023 to USD 4.1 billion by 2028, achieving a compound annual growth rate (CAGR) of 13.5%. Download PDF Brochure@ https://www.marketsandmarkets.com/pdfdownloadNew.asp?id=103391093 The driving force behind the rapid expansion of the phishing protection market is rooted in the persistent and adaptive nature of cyber threats, particularly the escalating sophistication of phishing attacks. Organizations are compelled to bolster their cybersecurity defenses as they grapple with the growing diversity of deceptive tactics cybercriminals employ. The prevalence of remote work arrangements and the expanding attack surface in an increasingly interconnected digital landscape further accentuate the urgency for robust phishing protection measures. The intensified regulatory landscape and the need to ensure compliance with data protection regulations fuels the demand for advanced cybersecurity solutions. In th...
Read more

Global Small Language Models Market Worth $5.45 Billion by 2032

  The Global Small Language Model Market is forecasted to rise substantially from USD 0.93 billion in 2025 to USD 5.45 billion by 2032, registering a CAGR of 28.7%. With the growing demand for domain-specific AI that prioritizes performance over computational complexity, the Small Language Model (SLM) market is gaining momentum. In contrast to Large Language Models (LLMs), SLMs are tailored for deployment on low-power devices, facilitating real-time processing and improved data privacy without a heavy dependency on cloud infrastructure. Efforts and accuracy in model compression techniques such as pruning, quantization or knowledge distillation are further growing the market. Additionally, the rising demand for privacy-focused AI models and specialized applications in sectors like healthcare, finance, manufacturing, and legal industries is driving adoption. OpenAI, Microsoft, Meta, and Cohere are among the leading technology providers that have invested heavily in scalable, flexibl...
Read more