Customer Journey Management Market Research Report by Services, Touchpoint, Verticals, Deployment, Application, Region - Global Forecast to 2027 - Cumulative Impact of COVID-19

The Global Customer Journey Management Market size was estimated at USD 11.89 billion in 2021 and expected to reach USD 14.19 billion in 2022, and is projected to grow at a CAGR 19.51% to reach USD 34.66 billion by 2027.

Market Statistics:
The report provides market sizing and forecast across 7 major currencies - USD, EUR, JPY, GBP, AUD, CAD, and CHF. It helps organization leaders make better decisions when currency exchange data is readily available. In this report, the years 2018 and 2020 are considered as historical years, 2021 as the base year, 2022 as the estimated year, and years from 2023 to 2027 are considered as the forecast period.

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

Based on Services, the market was studied across Consulting Services, Managed Services, Professional Services, and Support and Maintenance.

Based on Touchpoint, the market was studied across Branch/Store, Call Center, Email, Mobile, Social Media, and Web.

Based on Verticals, the market was studied across Automotive & Transport, Business & Finance, Chemicals & Materials, Consumer Goods & Services, Energy & Natural Resources, Food & Beverage, Government & Public Sector, Healthcare, Manufacturing & Construction, Military Aerospace & Defense, Pharmaceuticals, and Telecommunications & Computing.

Based on Deployment, the market was studied across Cloud and On-Premises.

Based on Application, the market was studied across Brand Management, Campaign Management, Customer Behavioral Analysis, Customer Churn Analysis, Customer Segmentation and Targeting, and Product Management.

Based on Region, the market was 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.

Cumulative Impact of COVID-19:
COVID-19 is an incomparable global public health emergency that has affected almost every industry, and the long-term effects are projected to impact the industry growth during the forecast period. Our ongoing research amplifies our research framework to ensure the inclusion of underlying COVID-19 issues and potential paths forward. The report delivers insights on COVID-19 considering the changes in consumer behavior and demand, purchasing patterns, re-routing of the supply chain, dynamics of current market forces, and the significant interventions of governments. The updated study provides insights, analysis, estimations, and forecasts, considering the COVID-19 impact on the market.

Cumulative Impact of 2022 Russia Ukraine Conflict:
We continuously monitor and update reports on political and economic uncertainty due to the Russian invasion of Ukraine. Negative impacts are significantly foreseen globally, especially across Eastern Europe, European Union, Eastern & Central Asia, and the United States. This contention has severely affected lives and livelihoods and represents far-reaching disruptions in trade dynamics. The potential effects of ongoing war and uncertainty in Eastern Europe are expected to have an adverse impact on the world economy, with especially long-term harsh effects on Russia.This report uncovers the impact of demand & supply, pricing variants, strategic uptake of vendors, and recommendations for Customer Journey Management market considering the current update on the conflict and its global response.

Competitive Strategic Window:
The Competitive Strategic Window analyses the competitive landscape in terms of markets, applications, and geographies to help the vendor define an alignment or fit between their capabilities and opportunities for future growth prospects. It describes the optimal or favorable fit for the vendors to adopt successive merger and acquisition strategies, geography expansion, research & development, and new product introduction strategies to execute further business expansion and growth during a forecast period.

FPNV Positioning Matrix:
The FPNV Positioning Matrix evaluates and categorizes the vendors in the Customer Journey Management Market based on Business Strategy (Business Growth, Industry Coverage, Financial Viability, and Channel Support) and Product Satisfaction (Value for Money, Ease of Use, Product Features, and Customer Support) that aids businesses in better decision making and understanding the competitive landscape.

Market Share Analysis:
The Market Share Analysis offers the analysis of vendors considering their contribution to the overall market. It provides the idea of its revenue generation into the overall market compared to other vendors in the space. It provides insights into how vendors are performing in terms of revenue generation and customer base compared to others. Knowing market share offers an idea of the size and competitiveness of the vendors for the base year. It reveals the market characteristics in terms of accumulation, fragmentation, dominance, and amalgamation traits.

Competitive Scenario:
The Competitive Scenario provides an outlook analysis of the various business growth strategies adopted by the vendors. The news covered in this section deliver valuable thoughts at the different stage while keeping up-to-date with the business and engage stakeholders in the economic debate. The competitive scenario represents press releases or news of the companies categorized into Merger & Acquisition, Agreement, Collaboration, & Partnership, New Product Launch & Enhancement, Investment & Funding, and Award, Recognition, & Expansion. All the news collected help vendor to understand the gaps in the marketplace and competitor’s strength and weakness thereby, providing insights to enhance product and service.

Company Usability Profiles:
The report profoundly explores the recent significant developments by the leading vendors and innovation profiles in the Global Customer Journey Management Market, including Adobe Inc., CustomerThink Corp., Genesys Telecommunications Laboratories, Inc, HCL Technologies Limited, Medallia Inc., MoEngage, Inc., NEC Corporation, NICE Ltd, Oracle Corporation, Pegasystems Inc., Quadient Group, Salesforce.com, Inc., SAP SE, SAS Institute Inc., SVMK Inc., Thematic Analysis Inc., Totango, Inc., UXPressia Inc., Verint group, WalkMe Inc, Zendesk Inc., and Zoho Corporation Pvt. Ltd.

The report provides insights on the following pointers:
1. Market Penetration: Provides comprehensive information on the market offered by the key players
2. Market Development: Provides in-depth information about lucrative emerging markets and analyze penetration across mature segments of the markets
3. Market Diversification: Provides detailed information about new product launches, untapped geographies, recent developments, and investments
4. Competitive Assessment & Intelligence: Provides an exhaustive assessment of market shares, strategies, products, certification, regulatory approvals, patent landscape, and manufacturing capabilities of the leading players
5. Product Development & Innovation: Provides intelligent insights on future technologies, R&D activities, and breakthrough product developments

The report answers questions such as:
1. What is the market size and forecast of the Global Customer Journey Management Market?
2. What are the inhibiting factors and impact of COVID-19 shaping the Global Customer Journey Management Market during the forecast period?
3. Which are the products/segments/applications/areas to invest in over the forecast period in the Global Customer Journey Management Market?
4. What is the competitive strategic window for opportunities in the Global Customer Journey Management Market?
5. What are the technology trends and regulatory frameworks in the Global Customer Journey Management Market?
6. What is the market share of the leading vendors in the Global Customer Journey Management Market?
7. What modes and strategic moves are considered suitable for entering the Global Customer Journey Management Market?

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. Limitations
1.7. Assumptions
1.8. 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. Need for consistent customer experience throughout the customer journey
5.1.1.2. Customer being a differentiating factor for business growth
5.1.2. Restraints
5.1.2.1. Complications associated with the data synchronization
5.1.2.2. Data privacy and security issues
5.1.3. Opportunities
5.1.3.1. Increasing focus on customer experience at virtual touchpoints
5.1.3.2. Growing application of analytics on customer intents to predict their preferences
5.1.4. Challenges
5.1.4.1. Choosing the right combination of technology according to personnel
5.2. Cumulative Impact of COVID-19

6. Customer Journey Management Market, by Services
6.1. Introduction
6.2. Consulting Services
6.3. Managed Services
6.4. Professional Services
6.5. Support and Maintenance

7. Customer Journey Management Market, by Touchpoint
7.1. Introduction
7.2. Branch/Store
7.3. Call Center
7.4. Email
7.5. Mobile
7.6. Social Media
7.7. Web

8. Customer Journey Management Market, by Verticals
8.1. Introduction
8.2. Automotive & Transport
8.3. Business & Finance
8.4. Chemicals & Materials
8.5. Consumer Goods & Services
8.6. Energy & Natural Resources
8.7. Food & Beverage
8.8. Government & Public Sector
8.9. Healthcare
8.10. Manufacturing & Construction
8.11. Military Aerospace & Defense
8.12. Pharmaceuticals
8.13. Telecommunications & Computing

9. Customer Journey Management Market, by Deployment
9.1. Introduction
9.2. Cloud
9.3. On-Premises

10. Customer Journey Management Market, by Application
10.1. Introduction
10.2. Brand Management
10.3. Campaign Management
10.4. Customer Behavioral Analysis
10.5. Customer Churn Analysis
10.6. Customer Segmentation and Targeting
10.7. Product Management

11. Americas Customer Journey Management Market
11.1. Introduction
11.2. Argentina
11.3. Brazil
11.4. Canada
11.5. Mexico
11.6. United States

12. Asia-Pacific Customer Journey Management Market
12.1. Introduction
12.2. Australia
12.3. China
12.4. India
12.5. Indonesia
12.6. Japan
12.7. Malaysia
12.8. Philippines
12.9. Singapore
12.10. South Korea
12.11. Taiwan
12.12. Thailand
12.13. Vietnam

13. Europe, Middle East & Africa Customer Journey Management Market
13.1. Introduction
13.2. Denmark
13.3. Egypt
13.4. Finland
13.5. France
13.6. Germany
13.7. Israel
13.8. Italy
13.9. Netherlands
13.10. Nigeria
13.11. Norway
13.12. Poland
13.13. Qatar
13.14. Russia
13.15. Saudi Arabia
13.16. South Africa
13.17. Spain
13.18. Sweden
13.19. Switzerland
13.20. Turkey
13.21. United Arab Emirates
13.22. United Kingdom

14. Competitive Landscape
14.1. FPNV Positioning Matrix
14.1.1. Quadrants
14.1.2. Business Strategy
14.1.3. Product Satisfaction
14.2. Market Ranking Analysis, By Key Player
14.3. Market Share Analysis, By Key Player
14.4. Competitive Scenario
14.4.1. Merger & Acquisition
14.4.2. Agreement, Collaboration, & Partnership
14.4.3. New Product Launch & Enhancement
14.4.4. Investment & Funding
14.4.5. Award, Recognition, & Expansion

15. Company Usability Profiles
15.1. Adobe Inc.
15.1.1. Business Overview
15.1.2. Key Executives
15.1.3. Product & Services
15.2. CustomerThink Corp.
15.2.1. Business Overview
15.2.2. Key Executives
15.2.3. Product & Services
15.3. Genesys Telecommunications Laboratories, Inc
15.3.1. Business Overview
15.3.2. Key Executives
15.3.3. Product & Services
15.4. HCL Technologies Limited
15.4.1. Business Overview
15.4.2. Key Executives
15.4.3. Product & Services
15.5. Medallia Inc.
15.5.1. Business Overview
15.5.2. Key Executives
15.5.3. Product & Services
15.6. MoEngage, Inc.
15.6.1. Business Overview
15.6.2. Key Executives
15.6.3. Product & Services
15.7. NEC Corporation
15.7.1. Business Overview
15.7.2. Key Executives
15.7.3. Product & Services
15.8. NICE Ltd
15.8.1. Business Overview
15.8.2. Key Executives
15.8.3. Product & Services
15.9. Oracle Corporation
15.9.1. Business Overview
15.9.2. Key Executives
15.9.3. Product & Services
15.10. Pegasystems Inc.
15.10.1. Business Overview
15.10.2. Key Executives
15.10.3. Product & Services
15.11. Quadient Group
15.11.1. Business Overview
15.11.2. Key Executives
15.11.3. Product & Services
15.12. Salesforce.com, Inc.
15.12.1. Business Overview
15.12.2. Key Executives
15.12.3. Product & Services
15.13. SAP SE
15.13.1. Business Overview
15.13.2. Key Executives
15.13.3. Product & Services
15.14. SAS Institute Inc.
15.14.1. Business Overview
15.14.2. Key Executives
15.14.3. Product & Services
15.15. SVMK Inc.
15.15.1. Business Overview
15.15.2. Key Executives
15.15.3. Product & Services
15.16. Thematic Analysis Inc.
15.16.1. Business Overview
15.16.2. Key Executives
15.16.3. Product & Services
15.17. Totango, Inc.
15.17.1. Business Overview
15.17.2. Key Executives
15.17.3. Product & Services
15.18. UXPressia Inc.
15.18.1. Business Overview
15.18.2. Key Executives
15.18.3. Product & Services
15.19. Verint group
15.19.1. Business Overview
15.19.2. Key Executives
15.19.3. Product & Services
15.20. WalkMe Inc
15.20.1. Business Overview
15.20.2. Key Executives
15.20.3. Product & Services
15.21. Zendesk Inc.
15.21.1. Business Overview
15.21.2. Key Executives
15.21.3. Product & Services
15.22. Zoho Corporation Pvt. Ltd
15.22.1. Business Overview
15.22.2. Key Executives
15.22.3. Product & Services

16. Appendix
16.1. Discussion Guide
16.2. License & Pricing