고객 여정 분석(CJA) 시장 : 컴포넌트별, 터치 포인트별, 배포별, 조직 규모별, 애플리케이션별, 업종별, 지역별(2025-2033년)

The global customer journey analytics market size reached USD 15.0 Billion in 2024. Looking forward, the market is expected to reach USD 52.2 Billion by 2033, exhibiting a growth rate (CAGR) of 14.8% during 2025-2033. The rising requirement for converting information into digital forms to support strategic decision-making, which, in turn, provides operational efficiency, is primarily bolstering the market.

Customer journey analytics refers to the process of analyzing and tracking customer experience across every touchpoint in the customer journey. It involves acquisition, activation and adoption as its three main stages. It is widely used by organizations and enterprises to provide real-time insights into customer behavior. Customer journey analytics encompasses advanced analytics methods, such as customer segmentation, predictive analytics and real-time analytics. It combines data from every channel into a single interface that assists in making better decisions with a holistic view. It also aids in predicting customer behavior, improving consumer experience, increasing revenue and boosting customer acquisition. As a result, it is widely used across telecommunications, healthcare, hospitality, travel, and banking, financial services and insurance (BFSI) industries.

Customer Journey Analytics Market Trends:

The emergence of digitalization across the globe is creating a positive outlook for market growth. In addition to this, the increasing need to convert information into digital form to gain insights that support strategic decision-making in various organizations is favoring the market growth. Moreover, the widespread product adoption to perform traffic and e-commerce analytics is driving the development of the market. Apart from this, various technological advancements, such as the integration of artificial intelligence (AI) that assists in providing intelligent, convenient and informed customer experience during the customer journey, are providing an impetus to the market growth. Furthermore, the increasing product demand in the retail and e-commerce industries to track the customer journey across multiple channels in real-time and the introduction of personalized omnichannel experience is positively impacting the market growth. Other factors, including widespread adoption of analytics software in various industries, increasing penetration of smartphones, and the growing demand for consistent customer support across multiple platforms, are anticipated to drive the market further.

Key Market Segmentation:

Breakup by Component:

• Solution
• Services

Breakup by Touchpoint:

• Web
• Social Media
• Mobile
• Email
• Branch and Store
• Call Center
• Others

Breakup by Deployment:

• On-premises
• Cloud-based

Breakup by Organization Size:

• Large Enterprises
• Small and Medium-sized Enterprises

Breakup by Application:

• Customer Segmentation and Targeting
• Customer Behavioral Analysis
• Customer Churn Analysis
• Brand Management
• Campaign Management
• Product Management
• Others

Breakup by Industry Vertical:

• BFSI
• IT and Telecommunications
• Retail and E-Commerce
• Healthcare
• Media and Entertainment
• Travel and hospitality
• Others

Breakup by Region:

• North America
• United States
• Canada
• Asia-Pacific
• China
• Japan
• India
• South Korea
• Australia
• Indonesia
• Others
• Europe
• Germany
• France
• United Kingdom
• Italy
• Spain
• Russia
• Others
• Latin America
• Brazil
• Mexico
• Others
• Middle East and Africa

Competitive Landscape:

The competitive landscape of the industry has also been examined along with the profiles of the key players being Adobe Inc., Callminer Inc., Cisco Systems Inc., Genesys Telecommunications Laboratories Inc., Google LLC (Alphabet Inc.), International Business Machines Corporation, Microsoft Corporation, NICE Ltd., Oracle Corporation, Salesforce Inc., SAP SE, Teradata Corporation and Verint Systems Inc.

Key Questions Answered in This Report

• 1.What was the size of the global customer journey analytics market in 2024?
• 2.What is the expected growth rate of the global customer journey analytics market during 2025-2033?
• 3.What are the key factors driving the global customer journey analytics market?
• 4.What has been the impact of COVID-19 on the global customer journey analytics market?
• 5.What is the breakup of the global customer journey analytics market based on the component?
• 6.What is the breakup of the global customer journey analytics market based on the touchpoint?
• 7.What is the breakup of the global customer journey analytics market based on the deployment?
• 8.What is the breakup of the global customer journey analytics market based on application?
• 9.What is the breakup of the global customer journey analytics market based on the industry vertical?
• 10.What are the key regions in the global customer journey analytics market?
• 11.Who are the key players/companies in the global customer journey analytics market?

Table of Contents

1 Preface

2 Scope and Methodology

• 2.1 Objectives of the Study
• 2.2 Stakeholders
• 2.3 Data Sources
  • 2.3.1 Primary Sources
  • 2.3.2 Secondary Sources
• 2.4 Market Estimation
  • 2.4.1 Bottom-Up Approach
  • 2.4.2 Top-Down Approach
• 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

• 4.1 Overview
• 4.2 Key Industry Trends

5 Global Customer Journey Analytics Market

• 5.1 Market Overview
• 5.2 Market Performance
• 5.3 Impact of COVID-19
• 5.4 Market Forecast

6 Market Breakup by Component

• 6.1 Solution
  • 6.1.1 Market Trends
  • 6.1.2 Market Forecast
• 6.2 Services
  • 6.2.1 Market Trends
  • 6.2.2 Market Forecast

7 Market Breakup by Touchpoint

• 7.1 Web
  • 7.1.1 Market Trends
  • 7.1.2 Market Forecast
• 7.2 Social Media
  • 7.2.1 Market Trends
  • 7.2.2 Market Forecast
• 7.3 Mobile
  • 7.3.1 Market Trends
  • 7.3.2 Market Forecast
• 7.4 Email
  • 7.4.1 Market Trends
  • 7.4.2 Market Forecast
• 7.5 Branch and Store
  • 7.5.1 Market Trends
  • 7.5.2 Market Forecast
• 7.6 Call Center
  • 7.6.1 Market Trends
  • 7.6.2 Market Forecast
• 7.7 Others
  • 7.7.1 Market Trends
  • 7.7.2 Market Forecast

8 Market Breakup by Deployment

• 8.1 On-premises
  • 8.1.1 Market Trends
  • 8.1.2 Market Forecast
• 8.2 Cloud-based
  • 8.2.1 Market Trends
  • 8.2.2 Market Forecast

9 Market Breakup by Organization Size

• 9.1 Large Enterprises
  • 9.1.1 Market Trends
  • 9.1.2 Market Forecast
• 9.2 Small and Medium-sized Enterprises
  • 9.2.1 Market Trends
  • 9.2.2 Market Forecast

10 Market Breakup by Application

• 10.1 Customer Segmentation and Targeting
  • 10.1.1 Market Trends
  • 10.1.2 Market Forecast
• 10.2 Customer Behavioral Analysis
  • 10.2.1 Market Trends
  • 10.2.2 Market Forecast
• 10.3 Customer Churn Analysis
  • 10.3.1 Market Trends
  • 10.3.2 Market Forecast
• 10.4 Brand Management
  • 10.4.1 Market Trends
  • 10.4.2 Market Forecast
• 10.5 Campaign Management
  • 10.5.1 Market Trends
  • 10.5.2 Market Forecast
• 10.6 Product Management
  • 10.6.1 Market Trends
  • 10.6.2 Market Forecast
• 10.7 Others
  • 10.7.1 Market Trends
  • 10.7.2 Market Forecast

11 Market Breakup by Industry Vertical

• 11.1 BFSI
  • 11.1.1 Market Trends
  • 11.1.2 Market Forecast
• 11.2 IT and Telecommunications
  • 11.2.1 Market Trends
  • 11.2.2 Market Forecast
• 11.3 Retail and E-Commerce
  • 11.3.1 Market Trends
  • 11.3.2 Market Forecast
• 11.4 Healthcare
  • 11.4.1 Market Trends
  • 11.4.2 Market Forecast
• 11.5 Media and Entertainment
  • 11.5.1 Market Trends
  • 11.5.2 Market Forecast
• 11.6 Travel and hospitality
  • 11.6.1 Market Trends
  • 11.6.2 Market Forecast
• 11.7 Others
  • 11.7.1 Market Trends
  • 11.7.2 Market Forecast

12 Market Breakup by Region

• 12.1 North America
  • 12.1.1 United States
    • 12.1.1.1 Market Trends
    • 12.1.1.2 Market Forecast
  • 12.1.2 Canada
    • 12.1.2.1 Market Trends
    • 12.1.2.2 Market Forecast
• 12.2 Asia-Pacific
  • 12.2.1 China
    • 12.2.1.1 Market Trends
    • 12.2.1.2 Market Forecast
  • 12.2.2 Japan
    • 12.2.2.1 Market Trends
    • 12.2.2.2 Market Forecast
  • 12.2.3 India
    • 12.2.3.1 Market Trends
    • 12.2.3.2 Market Forecast
  • 12.2.4 South Korea
    • 12.2.4.1 Market Trends
    • 12.2.4.2 Market Forecast
  • 12.2.5 Australia
    • 12.2.5.1 Market Trends
    • 12.2.5.2 Market Forecast
  • 12.2.6 Indonesia
    • 12.2.6.1 Market Trends
    • 12.2.6.2 Market Forecast
  • 12.2.7 Others
    • 12.2.7.1 Market Trends
    • 12.2.7.2 Market Forecast
• 12.3 Europe
  • 12.3.1 Germany
    • 12.3.1.1 Market Trends
    • 12.3.1.2 Market Forecast
  • 12.3.2 France
    • 12.3.2.1 Market Trends
    • 12.3.2.2 Market Forecast
  • 12.3.3 United Kingdom
    • 12.3.3.1 Market Trends
    • 12.3.3.2 Market Forecast
  • 12.3.4 Italy
    • 12.3.4.1 Market Trends
    • 12.3.4.2 Market Forecast
  • 12.3.5 Spain
    • 12.3.5.1 Market Trends
    • 12.3.5.2 Market Forecast
  • 12.3.6 Russia
    • 12.3.6.1 Market Trends
    • 12.3.6.2 Market Forecast
  • 12.3.7 Others
    • 12.3.7.1 Market Trends
    • 12.3.7.2 Market Forecast
• 12.4 Latin America
  • 12.4.1 Brazil
    • 12.4.1.1 Market Trends
    • 12.4.1.2 Market Forecast
  • 12.4.2 Mexico
    • 12.4.2.1 Market Trends
    • 12.4.2.2 Market Forecast
  • 12.4.3 Others
    • 12.4.3.1 Market Trends
    • 12.4.3.2 Market Forecast
• 12.5 Middle East and Africa
  • 12.5.1 Market Trends
  • 12.5.2 Market Breakup by Country
  • 12.5.3 Market Forecast

13 SWOT Analysis

• 13.1 Overview
• 13.2 Strengths
• 13.3 Weaknesses
• 13.4 Opportunities
• 13.5 Threats

14 Value Chain Analysis

15 Porters Five Forces Analysis

• 15.1 Overview
• 15.2 Bargaining Power of Buyers
• 15.3 Bargaining Power of Suppliers
• 15.4 Degree of Competition
• 15.5 Threat of New Entrants
• 15.6 Threat of Substitutes

16 Price Analysis

17 Competitive Landscape

• 17.1 Market Structure
• 17.2 Key Players
• 17.3 Profiles of Key Players
  • 17.3.1 Adobe Inc.
    • 17.3.1.1 Company Overview
    • 17.3.1.2 Product Portfolio
    • 17.3.1.3 Financials
    • 17.3.1.4 SWOT Analysis
  • 17.3.2 Callminer Inc.
    • 17.3.2.1 Company Overview
    • 17.3.2.2 Product Portfolio
  • 17.3.3 Cisco Systems Inc.
    • 17.3.3.1 Company Overview
    • 17.3.3.2 Product Portfolio
    • 17.3.3.3 Financials
    • 17.3.3.4 SWOT Analysis
  • 17.3.4 Genesys Telecommunications Laboratories Inc.
    • 17.3.4.1 Company Overview
    • 17.3.4.2 Product Portfolio
  • 17.3.5 Google LLC (Alphabet Inc.)
    • 17.3.5.1 Company Overview
    • 17.3.5.2 Product Portfolio
  • 17.3.6 International Business Machines Corporation
    • 17.3.6.1 Company Overview
    • 17.3.6.2 Product Portfolio
    • 17.3.6.3 Financials
    • 17.3.6.4 SWOT Analysis
  • 17.3.7 Microsoft Corporation
    • 17.3.7.1 Company Overview
    • 17.3.7.2 Product Portfolio
    • 17.3.7.3 Financials
    • 17.3.7.4 SWOT Analysis
  • 17.3.8 NICE Ltd.
    • 17.3.8.1 Company Overview
    • 17.3.8.2 Product Portfolio
    • 17.3.8.3 Financials
    • 17.3.8.4 SWOT Analysis
  • 17.3.9 Oracle Corporation
    • 17.3.9.1 Company Overview
    • 17.3.9.2 Product Portfolio
    • 17.3.9.3 Financials
    • 17.3.9.4 SWOT Analysis
  • 17.3.10 Salesforce Inc.
    • 17.3.10.1 Company Overview
    • 17.3.10.2 Product Portfolio
    • 17.3.10.3 Financials
    • 17.3.10.4 SWOT Analysis
  • 17.3.11 SAP SE
    • 17.3.11.1 Company Overview
    • 17.3.11.2 Product Portfolio
    • 17.3.11.3 Financials
    • 17.3.11.4 SWOT Analysis
  • 17.3.12 Teradata Corporation
    • 17.3.12.1 Company Overview
    • 17.3.12.2 Product Portfolio
    • 17.3.12.3 Financials
  • 17.3.13 Verint Systems Inc.
    • 17.3.13.1 Company Overview
    • 17.3.13.2 Product Portfolio
    • 17.3.13.3 Financials
    • 17.3.13.4 SWOT Analysis