세계의 고객 여정 분석 시장 : 컴포넌트, 용도, 전개, 산업별 예측(2025-2030년)

The Customer Journey Analytics Market was valued at USD 12.66 billion in 2023, expected to reach USD 15.66 billion in 2024, and is projected to grow at a CAGR of 23.80%, to USD 56.45 billion by 2030.

Customer Journey Analytics (CJA) is a pivotal tool for businesses aiming to understand and optimize the complex pathways customers take from initial contact to purchase and beyond. It involves the collection, integration, and analysis of customer interactions across all touchpoints, enabling businesses to enhance customer experience, increase satisfaction, and improve retention. The necessity for CJA arises from the need to offer personalized and seamless customer experiences, which are crucial in today's competitive digital landscape. Its applications span across sectors such as retail, banking, healthcare, and more, assisting organizations in tailoring marketing strategies, improving user interactions, and predicting future customer behaviors. The end-use scope ranges from improving brand loyalty to enhancing operational efficiency by providing data-driven insights that drive strategic decision-making.

Market growth is primarily driven by the increasing adoption of digital platforms, the rising emphasis on customer satisfaction, and the growing importance of personalized marketing. Key influencing factors include advancements in AI and big data analytics technologies, which have substantially improved the capability and accuracy of CJA tools. Potential opportunities lie in the integration of IoT with CJA, enabling businesses to gather even more granular data, as well as the expansion into emerging markets where digital transformation is taking root. However, challenges such as data privacy concerns, the complexity of data integration, and the need for skilled professionals can impede market growth. To address these, companies should focus on developing solutions that ensure robust data security and privacy while simplifying integration systems.

Innovation and research areas include the enhancement of real-time analytics capabilities, leveraging machine learning for predictive analytics, and the development of intuitive, user-friendly platforms. Overall, the market for customer journey analytics is dynamic, characterized by rapid technological advancement and the continual evolution of consumer expectations. Companies that invest in cutting-edge technologies and prioritize customer-centric approaches will likely lead the market, benefiting from increased customer engagement and loyalty.

Market Dynamics: Unveiling Key Market Insights in the Rapidly Evolving Customer Journey Analytics Market

The Customer Journey Analytics Market is undergoing transformative changes driven by a dynamic interplay of supply and demand factors. Understanding these evolving market dynamics prepares business organizations to make informed investment decisions, refine strategic decisions, and seize new opportunities. By gaining a comprehensive view of these trends, business organizations can mitigate various risks across political, geographic, technical, social, and economic domains while also gaining a clearer understanding of consumer behavior and its impact on manufacturing costs and purchasing trends.

• Market Drivers
  • Increasing demand for constant customer support throughout business interaction
  • Increasing adoption of customer journey analytics in SMEs
  • Availability of single interface for real-time, cross-channel analysis and visualization data
• Market Restraints
  • Complications in data synchronization with privacy issues
• Market Opportunities
  • Rise in the demand for real-time customer journey analytics for generating actionable insights
  • Advances in customer journey analytics technologies
• Market Challenges
  • Compliance with region-specific data privacy laws and regulations

Porter's Five Forces: A Strategic Tool for Navigating the Customer Journey Analytics Market

Porter's five forces framework is a critical tool for understanding the competitive landscape of the Customer Journey Analytics Market. It offers business organizations with a clear methodology for evaluating their competitive positioning and exploring strategic opportunities. This framework helps businesses assess the power dynamics within the market and determine the profitability of new ventures. With these insights, business organizations can leverage their strengths, address weaknesses, and avoid potential challenges, ensuring a more resilient market positioning.

PESTLE Analysis: Navigating External Influences in the Customer Journey Analytics Market

External macro-environmental factors play a pivotal role in shaping the performance dynamics of the Customer Journey Analytics Market. Political, Economic, Social, Technological, Legal, and Environmental factors analysis provides the necessary information to navigate these influences. By examining PESTLE factors, businesses can better understand potential risks and opportunities. This analysis enables business organizations to anticipate changes in regulations, consumer preferences, and economic trends, ensuring they are prepared to make proactive, forward-thinking decisions.

Market Share Analysis: Understanding the Competitive Landscape in the Customer Journey Analytics Market

A detailed market share analysis in the Customer Journey Analytics Market provides a comprehensive assessment of vendors' performance. Companies can identify their competitive positioning by comparing key metrics, including revenue, customer base, and growth rates. This analysis highlights market concentration, fragmentation, and trends in consolidation, offering vendors the insights required to make strategic decisions that enhance their position in an increasingly competitive landscape.

FPNV Positioning Matrix: Evaluating Vendors' Performance in the Customer Journey Analytics Market

The Forefront, Pathfinder, Niche, Vital (FPNV) Positioning Matrix is a critical tool for evaluating vendors within the Customer Journey Analytics Market. This matrix enables business organizations to make well-informed decisions that align with their goals by assessing vendors based on their business strategy and product satisfaction. The four quadrants provide a clear and precise segmentation of vendors, helping users identify the right partners and solutions that best fit their strategic objectives.

Strategy Analysis & Recommendation: Charting a Path to Success in the Customer Journey Analytics Market

A strategic analysis of the Customer Journey Analytics Market is essential for businesses looking to strengthen their global market presence. By reviewing key resources, capabilities, and performance indicators, business organizations can identify growth opportunities and work toward improvement. This approach helps businesses navigate challenges in the competitive landscape and ensures they are well-positioned to capitalize on newer opportunities and drive long-term success.

Key Company Profiles

The report delves into recent significant developments in the Customer Journey Analytics Market, highlighting leading vendors and their innovative profiles. These include Acxiom Ltd., CallMiner, Inc., Cisco Systems, Inc., Ignite Enterprise Software Solutions, Inc., Indicative, Inc. by mParticle, Inc., International Business Machines Corporation, Kitewheel LLC, Medallia, Inc., NICE Systems Inc., Pointillist Inc. by Genesys Cloud Services, Inc., Quadient SA, Salesforce.com, Inc., SAP SE, Servion Global Solutions Ltd., and WebEngage.

Market Segmentation & Coverage

This research report categorizes the Customer Journey Analytics Market to forecast the revenues and analyze trends in each of the following sub-markets:

• Based on Component, market is studied across Service and Solution. The Service is further studied across Consulting Services, Managed Services, Professional Services, Support & Maintenance, and Training & Education.
• Based on Application, market is studied across Brand Management, Campaign Management, Customer Behavioral Analysis, Customer Churn Analysis, Customer Segmentation & Targeting, and Product Management.
• Based on Deployment, market is studied across On-Cloud and On-Premises.
• Based on Industry, market is studied across Aerospace & Defense, Automotive & Transportation, Banking, Financial Services & Insurance, Building, Construction & Real Estate, Consumer Goods & Retail, Education, Energy & Utilities, Government & Public Sector, Healthcare & Life Sciences, Information Technology, Manufacturing, Media & Entertainment, Telecommunication, and Travel & Hospitality.
• Based on Region, market is studied across Americas, Asia-Pacific, and Europe, Middle East & Africa. The Americas is further studied across Argentina, Brazil, Canada, Mexico, and United States. The United States is further studied across California, Florida, Illinois, New York, Ohio, Pennsylvania, and Texas. The Asia-Pacific is further studied across Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam. The Europe, Middle East & Africa is further studied across Denmark, Egypt, Finland, France, Germany, Israel, Italy, Netherlands, Nigeria, Norway, Poland, Qatar, Russia, Saudi Arabia, South Africa, Spain, Sweden, Switzerland, Turkey, United Arab Emirates, and United Kingdom.

The report offers a comprehensive analysis of the market, covering key focus areas:

1. Market Penetration: A detailed review of the current market environment, including extensive data from top industry players, evaluating their market reach and overall influence.

2. Market Development: Identifies growth opportunities in emerging markets and assesses expansion potential in established sectors, providing a strategic roadmap for future growth.

3. Market Diversification: Analyzes recent product launches, untapped geographic regions, major industry advancements, and strategic investments reshaping the market.

4. Competitive Assessment & Intelligence: Provides a thorough analysis of the competitive landscape, examining market share, business strategies, product portfolios, certifications, regulatory approvals, patent trends, and technological advancements of key players.

5. Product Development & Innovation: Highlights cutting-edge technologies, R&D activities, and product innovations expected to drive future market growth.

The report also answers critical questions to aid stakeholders in making informed decisions:

1. What is the current market size, and what is the forecasted growth?

2. Which products, segments, and regions offer the best investment opportunities?

3. What are the key technology trends and regulatory influences shaping the market?

4. How do leading vendors rank in terms of market share and competitive positioning?

5. What revenue sources and strategic opportunities drive vendors' market entry or exit strategies?

Table of Contents

1. Preface

• 1.1. Objectives of the Study
• 1.2. Market Segmentation & Coverage
• 1.3. Years Considered for the Study
• 1.4. Currency & Pricing
• 1.5. Language
• 1.6. Stakeholders

2. Research Methodology

• 2.1. Define: Research Objective
• 2.2. Determine: Research Design
• 2.3. Prepare: Research Instrument
• 2.4. Collect: Data Source
• 2.5. Analyze: Data Interpretation
• 2.6. Formulate: Data Verification
• 2.7. Publish: Research Report
• 2.8. Repeat: Report Update

3. Executive Summary

4. Market Overview

5. Market Insights

• 5.1. Market Dynamics
  • 5.1.1. Drivers
    • 5.1.1.1. Increasing demand for constant customer support throughout business interaction
    • 5.1.1.2. Increasing adoption of customer journey analytics in SMEs
    • 5.1.1.3. Availability of single interface for real-time, cross-channel analysis and visualization data
  • 5.1.2. Restraints
    • 5.1.2.1. Complications in data synchronization with privacy issues
  • 5.1.3. Opportunities
    • 5.1.3.1. Rise in the demand for real-time customer journey analytics for generating actionable insights
    • 5.1.3.2. Advances in customer journey analytics technologies
  • 5.1.4. Challenges
    • 5.1.4.1. Compliance with region-specific data privacy laws and regulations
• 5.2. Market Segmentation Analysis
• 5.3. Porter's Five Forces Analysis
  • 5.3.1. Threat of New Entrants
  • 5.3.2. Threat of Substitutes
  • 5.3.3. Bargaining Power of Customers
  • 5.3.4. Bargaining Power of Suppliers
  • 5.3.5. Industry Rivalry
• 5.4. PESTLE Analysis
  • 5.4.1. Political
  • 5.4.2. Economic
  • 5.4.3. Social
  • 5.4.4. Technological
  • 5.4.5. Legal
  • 5.4.6. Environmental

6. Customer Journey Analytics Market, by Component

• 6.1. Introduction
• 6.2. Service
  • 6.2.1. Consulting Services
  • 6.2.2. Managed Services
  • 6.2.3. Professional Services
  • 6.2.4. Support & Maintenance
  • 6.2.5. Training & Education
• 6.3. Solution

7. Customer Journey Analytics Market, by Application

• 7.1. Introduction
• 7.2. Brand Management
• 7.3. Campaign Management
• 7.4. Customer Behavioral Analysis
• 7.5. Customer Churn Analysis
• 7.6. Customer Segmentation & Targeting
• 7.7. Product Management

8. Customer Journey Analytics Market, by Deployment

• 8.1. Introduction
• 8.2. On-Cloud
• 8.3. On-Premises

9. Customer Journey Analytics Market, by Industry

• 9.1. Introduction
• 9.2. Aerospace & Defense
• 9.3. Automotive & Transportation
• 9.4. Banking, Financial Services & Insurance
• 9.5. Building, Construction & Real Estate
• 9.6. Consumer Goods & Retail
• 9.7. Education
• 9.8. Energy & Utilities
• 9.9. Government & Public Sector
• 9.10. Healthcare & Life Sciences
• 9.11. Information Technology
• 9.12. Manufacturing
• 9.13. Media & Entertainment
• 9.14. Telecommunication
• 9.15. Travel & Hospitality

10. Americas Customer Journey Analytics Market

• 10.1. Introduction
• 10.2. Argentina
• 10.3. Brazil
• 10.4. Canada
• 10.5. Mexico
• 10.6. United States

11. Asia-Pacific Customer Journey Analytics Market

• 11.1. Introduction
• 11.2. Australia
• 11.3. China
• 11.4. India
• 11.5. Indonesia
• 11.6. Japan
• 11.7. Malaysia
• 11.8. Philippines
• 11.9. Singapore
• 11.10. South Korea
• 11.11. Taiwan
• 11.12. Thailand
• 11.13. Vietnam

12. Europe, Middle East & Africa Customer Journey Analytics Market

• 12.1. Introduction
• 12.2. Denmark
• 12.3. Egypt
• 12.4. Finland
• 12.5. France
• 12.6. Germany
• 12.7. Israel
• 12.8. Italy
• 12.9. Netherlands
• 12.10. Nigeria
• 12.11. Norway
• 12.12. Poland
• 12.13. Qatar
• 12.14. Russia
• 12.15. Saudi Arabia
• 12.16. South Africa
• 12.17. Spain
• 12.18. Sweden
• 12.19. Switzerland
• 12.20. Turkey
• 12.21. United Arab Emirates
• 12.22. United Kingdom

13. Competitive Landscape

• 13.1. Market Share Analysis, 2023
• 13.2. FPNV Positioning Matrix, 2023
• 13.3. Competitive Scenario Analysis
• 13.4. Strategy Analysis & Recommendation

Companies Mentioned

• 1. Acxiom Ltd.
• 2. CallMiner, Inc.
• 3. Cisco Systems, Inc.
• 4. Ignite Enterprise Software Solutions, Inc.
• 5. Indicative, Inc. by mParticle, Inc.
• 6. International Business Machines Corporation
• 7. Kitewheel LLC
• 8. Medallia, Inc.
• 9. NICE Systems Inc.
• 10. Pointillist Inc. by Genesys Cloud Services, Inc.
• 11. Quadient SA
• 12. Salesforce.com, Inc.
• 13. SAP SE
• 14. Servion Global Solutions Ltd.
• 15. WebEngage