디지털 고객 경험 및 서비스 자동화 시장 : 세계 산업 규모, 점유율, 동향, 기회 및 예측 - 분석 툴별, 도입 형태별, 애플리케이션별, 지역별, 경쟁별 세분화(2020-2030년)

The Global Digital Customer Experience and Service Automation Market will grow from USD 17.90 Billion in 2024 to USD 80.21 Billion by 2030 at a 28.40% CAGR. The Global Digital Customer Experience and Service Automation Market encompasses the integration of technology, data, and artificial intelligence to streamline and personalize customer interactions across all digital touchpoints throughout the entire customer journey. Key market drivers include escalating customer expectations for superior and personalized service, the rapid advancement of artificial intelligence and machine learning technologies, and the imperative for operational efficiency and cost reduction.

Key Market Drivers

The Global Digital Customer Experience and Service Automation Market is primarily driven by evolving customer expectations for personalized and seamless interactions. Consumers increasingly demand tailored content, real time assistance, and consistent experiences across every digital touchpoint, pushing businesses to move beyond generic service models toward individualized customer journeys.

Key Market Challenges

The persistent organizational siloed mentality presents a significant impediment to the growth of the Global Digital Customer Experience and Service Automation Market. This challenge prevents organizations from establishing a comprehensive view of the customer, as vital data and insights remain fragmented across various internal departments and disconnected digital channels. Such fragmentation directly undermines the core objective of digital customer experience initiatives, which is to deliver seamless and personalized interactions throughout the entire customer journey.

Key Market Trends

Generative AI Integration for Enhanced Customer Experiences is transforming customer interactions by enabling more dynamic, personalized, and contextually relevant engagements. This trend moves beyond traditional rule-based automation, leveraging generative AI models to produce human-like responses, create tailored content, and proactively address customer needs across various digital touchpoints. This integration enriches the overall customer journey by facilitating natural conversations with virtual assistants and generating personalized product recommendations.

Key Market Players

• Salesforce, Inc.
• Microsoft Corporation
• Oracle Corporation
• SAP SE
• Adobe Inc.
• Zendesk, Inc.
• Pegasystems Inc.
• NICE Systems Ltd.
• Genesys Cloud Services, Inc.
• Sitecore Corporation

Report Scope:

In this report, the Global Digital Customer Experience and Service Automation Market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Digital Customer Experience and Service Automation Market, By Analytical Tools:

• EFM Software
• Speech Analytics
• Text Analytics
• Web Analytics & Content Management
• Others

Digital Customer Experience and Service Automation Market, By Deployment:

• Cloud
• On-premises

Digital Customer Experience and Service Automation Market, By Application:

• Retail
• BFSI
• Telecom
• Healthcare
• Transportation & Logistics
• Others

Digital Customer Experience and Service Automation Market, By Region:

• North America
  • United States
  • Canada
  • Mexico
• Europe
  • France
  • United Kingdom
  • Italy
  • Germany
  • Spain
• South America
  • Brazil
  • Argentina
  • Colombia
• Middle East & Africa
  • South Africa
  • Saudi Arabia
  • UAE
• Asia Pacific
  • China
  • India
  • Japan
  • Australia
  • South Korea

Competitive Landscape

Company Profiles: Detailed analysis of the major companies presents in the Global Digital Customer Experience and Service Automation Market.

Available Customizations:

Global Digital Customer Experience and Service Automation Market report with the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

• Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Product Overview

• 1.1. Market Definition
• 1.2. Scope of the Market
  • 1.2.1. Markets Covered
  • 1.2.2. Years Considered for Study
  • 1.2.3. Key Market Segmentations

2. Research Methodology

• 2.1. Objective of the Study
• 2.2. Baseline Methodology
• 2.3. Key Industry Partners
• 2.4. Major Association and Secondary Sources
• 2.5. Forecasting Methodology
• 2.6. Data Triangulation & Validation
• 2.7. Assumptions and Limitations

3. Executive Summary

• 3.1. Overview of the Market
• 3.2. Overview of Key Market Segmentations
• 3.3. Overview of Key Market Players
• 3.4. Overview of Key Regions/Countries
• 3.5. Overview of Market Drivers, Challenges, Trends

4. Voice of Customer

5. Global Digital Customer Experience and Service Automation Market Outlook

• 5.1. Market Size & Forecast
  • 5.1.1. By Value
• 5.2. Market Share & Forecast
  • 5.2.1. By Analytical Tools (EFM Software, Speech Analytics, Text Analytics, Web Analytics & Content Management, Others)
  • 5.2.2. By Deployment (Cloud, On-premises)
  • 5.2.3. By Application (Retail, BFSI, Telecom, Healthcare, Transportation & Logistics, Others)
  • 5.2.4. By Region
  • 5.2.5. By Company (2024)
• 5.3. Market Map

6. North America Digital Customer Experience and Service Automation Market Outlook

• 6.1. Market Size & Forecast
  • 6.1.1. By Value
• 6.2. Market Share & Forecast
  • 6.2.1. By Analytical Tools
  • 6.2.2. By Deployment
  • 6.2.3. By Application
  • 6.2.4. By Country
• 6.3. North America: Country Analysis
  • 6.3.1. United States Digital Customer Experience and Service Automation Market Outlook
    • 6.3.1.1. Market Size & Forecast
      • 6.3.1.1.1. By Value
    • 6.3.1.2. Market Share & Forecast
      • 6.3.1.2.1. By Analytical Tools
      • 6.3.1.2.2. By Deployment
      • 6.3.1.2.3. By Application
  • 6.3.2. Canada Digital Customer Experience and Service Automation Market Outlook
    • 6.3.2.1. Market Size & Forecast
      • 6.3.2.1.1. By Value
    • 6.3.2.2. Market Share & Forecast
      • 6.3.2.2.1. By Analytical Tools
      • 6.3.2.2.2. By Deployment
      • 6.3.2.2.3. By Application
  • 6.3.3. Mexico Digital Customer Experience and Service Automation Market Outlook
    • 6.3.3.1. Market Size & Forecast
      • 6.3.3.1.1. By Value
    • 6.3.3.2. Market Share & Forecast
      • 6.3.3.2.1. By Analytical Tools
      • 6.3.3.2.2. By Deployment
      • 6.3.3.2.3. By Application

7. Europe Digital Customer Experience and Service Automation Market Outlook

• 7.1. Market Size & Forecast
  • 7.1.1. By Value
• 7.2. Market Share & Forecast
  • 7.2.1. By Analytical Tools
  • 7.2.2. By Deployment
  • 7.2.3. By Application
  • 7.2.4. By Country
• 7.3. Europe: Country Analysis
  • 7.3.1. Germany Digital Customer Experience and Service Automation Market Outlook
    • 7.3.1.1. Market Size & Forecast
      • 7.3.1.1.1. By Value
    • 7.3.1.2. Market Share & Forecast
      • 7.3.1.2.1. By Analytical Tools
      • 7.3.1.2.2. By Deployment
      • 7.3.1.2.3. By Application
  • 7.3.2. France Digital Customer Experience and Service Automation Market Outlook
    • 7.3.2.1. Market Size & Forecast
      • 7.3.2.1.1. By Value
    • 7.3.2.2. Market Share & Forecast
      • 7.3.2.2.1. By Analytical Tools
      • 7.3.2.2.2. By Deployment
      • 7.3.2.2.3. By Application
  • 7.3.3. United Kingdom Digital Customer Experience and Service Automation Market Outlook
    • 7.3.3.1. Market Size & Forecast
      • 7.3.3.1.1. By Value
    • 7.3.3.2. Market Share & Forecast
      • 7.3.3.2.1. By Analytical Tools
      • 7.3.3.2.2. By Deployment
      • 7.3.3.2.3. By Application
  • 7.3.4. Italy Digital Customer Experience and Service Automation Market Outlook
    • 7.3.4.1. Market Size & Forecast
      • 7.3.4.1.1. By Value
    • 7.3.4.2. Market Share & Forecast
      • 7.3.4.2.1. By Analytical Tools
      • 7.3.4.2.2. By Deployment
      • 7.3.4.2.3. By Application
  • 7.3.5. Spain Digital Customer Experience and Service Automation Market Outlook
    • 7.3.5.1. Market Size & Forecast
      • 7.3.5.1.1. By Value
    • 7.3.5.2. Market Share & Forecast
      • 7.3.5.2.1. By Analytical Tools
      • 7.3.5.2.2. By Deployment
      • 7.3.5.2.3. By Application

8. Asia Pacific Digital Customer Experience and Service Automation Market Outlook

• 8.1. Market Size & Forecast
  • 8.1.1. By Value
• 8.2. Market Share & Forecast
  • 8.2.1. By Analytical Tools
  • 8.2.2. By Deployment
  • 8.2.3. By Application
  • 8.2.4. By Country
• 8.3. Asia Pacific: Country Analysis
  • 8.3.1. China Digital Customer Experience and Service Automation Market Outlook
    • 8.3.1.1. Market Size & Forecast
      • 8.3.1.1.1. By Value
    • 8.3.1.2. Market Share & Forecast
      • 8.3.1.2.1. By Analytical Tools
      • 8.3.1.2.2. By Deployment
      • 8.3.1.2.3. By Application
  • 8.3.2. India Digital Customer Experience and Service Automation Market Outlook
    • 8.3.2.1. Market Size & Forecast
      • 8.3.2.1.1. By Value
    • 8.3.2.2. Market Share & Forecast
      • 8.3.2.2.1. By Analytical Tools
      • 8.3.2.2.2. By Deployment
      • 8.3.2.2.3. By Application
  • 8.3.3. Japan Digital Customer Experience and Service Automation Market Outlook
    • 8.3.3.1. Market Size & Forecast
      • 8.3.3.1.1. By Value
    • 8.3.3.2. Market Share & Forecast
      • 8.3.3.2.1. By Analytical Tools
      • 8.3.3.2.2. By Deployment
      • 8.3.3.2.3. By Application
  • 8.3.4. South Korea Digital Customer Experience and Service Automation Market Outlook
    • 8.3.4.1. Market Size & Forecast
      • 8.3.4.1.1. By Value
    • 8.3.4.2. Market Share & Forecast
      • 8.3.4.2.1. By Analytical Tools
      • 8.3.4.2.2. By Deployment
      • 8.3.4.2.3. By Application
  • 8.3.5. Australia Digital Customer Experience and Service Automation Market Outlook
    • 8.3.5.1. Market Size & Forecast
      • 8.3.5.1.1. By Value
    • 8.3.5.2. Market Share & Forecast
      • 8.3.5.2.1. By Analytical Tools
      • 8.3.5.2.2. By Deployment
      • 8.3.5.2.3. By Application

9. Middle East & Africa Digital Customer Experience and Service Automation Market Outlook

• 9.1. Market Size & Forecast
  • 9.1.1. By Value
• 9.2. Market Share & Forecast
  • 9.2.1. By Analytical Tools
  • 9.2.2. By Deployment
  • 9.2.3. By Application
  • 9.2.4. By Country
• 9.3. Middle East & Africa: Country Analysis
  • 9.3.1. Saudi Arabia Digital Customer Experience and Service Automation Market Outlook
    • 9.3.1.1. Market Size & Forecast
      • 9.3.1.1.1. By Value
    • 9.3.1.2. Market Share & Forecast
      • 9.3.1.2.1. By Analytical Tools
      • 9.3.1.2.2. By Deployment
      • 9.3.1.2.3. By Application
  • 9.3.2. UAE Digital Customer Experience and Service Automation Market Outlook
    • 9.3.2.1. Market Size & Forecast
      • 9.3.2.1.1. By Value
    • 9.3.2.2. Market Share & Forecast
      • 9.3.2.2.1. By Analytical Tools
      • 9.3.2.2.2. By Deployment
      • 9.3.2.2.3. By Application
  • 9.3.3. South Africa Digital Customer Experience and Service Automation Market Outlook
    • 9.3.3.1. Market Size & Forecast
      • 9.3.3.1.1. By Value
    • 9.3.3.2. Market Share & Forecast
      • 9.3.3.2.1. By Analytical Tools
      • 9.3.3.2.2. By Deployment
      • 9.3.3.2.3. By Application

10. South America Digital Customer Experience and Service Automation Market Outlook

• 10.1. Market Size & Forecast
  • 10.1.1. By Value
• 10.2. Market Share & Forecast
  • 10.2.1. By Analytical Tools
  • 10.2.2. By Deployment
  • 10.2.3. By Application
  • 10.2.4. By Country
• 10.3. South America: Country Analysis
  • 10.3.1. Brazil Digital Customer Experience and Service Automation Market Outlook
    • 10.3.1.1. Market Size & Forecast
      • 10.3.1.1.1. By Value
    • 10.3.1.2. Market Share & Forecast
      • 10.3.1.2.1. By Analytical Tools
      • 10.3.1.2.2. By Deployment
      • 10.3.1.2.3. By Application
  • 10.3.2. Colombia Digital Customer Experience and Service Automation Market Outlook
    • 10.3.2.1. Market Size & Forecast
      • 10.3.2.1.1. By Value
    • 10.3.2.2. Market Share & Forecast
      • 10.3.2.2.1. By Analytical Tools
      • 10.3.2.2.2. By Deployment
      • 10.3.2.2.3. By Application
  • 10.3.3. Argentina Digital Customer Experience and Service Automation Market Outlook
    • 10.3.3.1. Market Size & Forecast
      • 10.3.3.1.1. By Value
    • 10.3.3.2. Market Share & Forecast
      • 10.3.3.2.1. By Analytical Tools
      • 10.3.3.2.2. By Deployment
      • 10.3.3.2.3. By Application

11. Market Dynamics

• 11.1. Drivers
• 11.2. Challenges

12. Market Trends & Developments

• 12.1. Merger & Acquisition (If Any)
• 12.2. Product Launches (If Any)
• 12.3. Recent Developments

13. Global Digital Customer Experience and Service Automation Market: SWOT Analysis

14. Porter's Five Forces Analysis

• 14.1. Competition in the Industry
• 14.2. Potential of New Entrants
• 14.3. Power of Suppliers
• 14.4. Power of Customers
• 14.5. Threat of Substitute Products

15. Competitive Landscape

• 15.1. Salesforce, Inc.
  • 15.1.1. Business Overview
  • 15.1.2. Products & Services
  • 15.1.3. Recent Developments
  • 15.1.4. Key Personnel
  • 15.1.5. SWOT Analysis
• 15.2. Microsoft Corporation
• 15.3. Oracle Corporation
• 15.4. SAP SE
• 15.5. Adobe Inc.
• 15.6. Zendesk, Inc.
• 15.7. Pegasystems Inc.
• 15.8. NICE Systems Ltd.
• 15.9. Genesys Cloud Services, Inc.
• 15.10. Sitecore Corporation

16. Strategic Recommendations

17. About Us & Disclaimer