Table of Content

1 INTRODUCTION 39
1.1 INTRODUCTION TO COVID-19 39
1.2 COVID-19 HEALTH ASSESSMENT 39
FIGURE 1 COVID-19: GLOBAL PROPAGATION 39
FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES 40
1.3 COVID-19 ECONOMIC ASSESSMENT 41
FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020 41
1.3.1 COVID-19 ECONOMIC IMPACT?SCENARIO ASSESSMENT 42
FIGURE 4 CRITERIA IMPACTING GLOBAL ECONOMY 42
FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF GLOBAL ECONOMY 43
1.4 OBJECTIVES OF THE STUDY 44
1.5 MARKET DEFINITION 44
1.5.1 INCLUSIONS AND EXCLUSIONS 44
1.6 MARKET SCOPE 46
1.6.1 MARKET SEGMENTATION 46
1.6.2 REGIONS COVERED 47
1.6.3 YEARS CONSIDERED FOR THE STUDY 47
1.7 CURRENCY CONSIDERED 48
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2018–2020 48
1.8 STAKEHOLDERS 48
1.9 SUMMARY OF CHANGES 48

2 RESEARCH METHODOLOGY 49
2.1 RESEARCH DATA 49
FIGURE 6 CUSTOMER JOURNEY ANALYTICS MARKET: RESEARCH DESIGN 49
2.1.1 SECONDARY DATA 50
2.1.2 PRIMARY DATA 50
TABLE 2 PRIMARY INTERVIEWS 50
2.1.2.1 Breakup of primary profiles 51
2.1.2.2 Key industry insights 51
2.2 MARKET BREAKUP AND DATA TRIANGULATION 52
FIGURE 7 DATA TRIANGULATION 52
2.3 MARKET SIZE ESTIMATION 53
FIGURE 8 CUSTOMER JOURNEY ANALYTICS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 53
2.3.1 TOP-DOWN APPROACH 53
2.3.2 BOTTOM-UP APPROACH 54
FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 1 (SUPPLY-SIDE): REVENUE FROM SOLUTIONS/SERVICES OF THE CUSTOMER JOURNEY ANALYTICS MARKET 54
FIGURE 10 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 2, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF THE CUSTOMER JOURNEY ANALYTICS MARKET 55
FIGURE 11 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 3, BOTTOM-UP (SUPPLY-SIDE): COLLECTIVE REVENUE FROM ALL SOLUTIONS/SERVICES OF THE CUSTOMER JOURNEY ANALYTICS MARKET 56
FIGURE 12 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 4, BOTTOM-UP (DEMAND-SIDE): SHARE OF CUSTOMER JOURNEY ANALYTICS THROUGH OVERALL CUSTOMER JOURNEY ANALYTICS SPENDING 56
FIGURE 13 VENDOR ANALYSIS: ORACLE: COMPANY REVENUE ESTIMATION 58
2.4 MARKET FORECAST 59
TABLE 3 FACTOR ANALYSIS 59
2.5 COMPANY EVALUATION QUADRANT METHODOLOGY 60
FIGURE 14 COMPANY EVALUATION QUADRANT: CRITERIA WEIGHTAGE 60
2.6 STARTUP/SME EVALUATION QUADRANT METHODOLOGY 61
FIGURE 15 STARTUP/SME EVALUATION QUADRANT: CRITERIA WEIGHTAGE 61
2.7 ASSUMPTIONS FOR THE STUDY 62
2.8 LIMITATIONS OF THE STUDY 63
2.9 IMPLICATIONS OF COVID-19 ON THE CUSTOMER JOURNEY ANALYTICS MARKET 64
FIGURE 16 QUARTERLY IMPACT OF COVID-19 DURING 2020–2021 64

3 EXECUTIVE SUMMARY 66
TABLE 4 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET SIZE AND GROWTH RATE, 2015–2019 (USD MILLION, Y-O-Y%) 68
TABLE 5 GLOBAL CUSTOMER JOURNEY ANALYTICS MARKET SIZE AND GROWTH RATE, 2020–2026 (USD MILLION, Y-O-Y%) 68
FIGURE 17 SOLUTIONS SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020 68
FIGURE 18 PROFESSIONAL SERVICES SEGMENT TO HOLD A HIGHER MARKET SHARE IN 2020 69
FIGURE 19 DEPLOYMENT AND INTEGRATION SEGMENT TO HOLD THE LARGEST MARKET SIZE IN 2020 69
FIGURE 20 LARGE ENTERPRISES SEGMENT TO HOLD A HIGHER MARKET SHARE IN 2020 69
FIGURE 21 ON-PREMISES SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020 70
FIGURE 22 WEB SEGMENT TO HOLD THE HIGHEST MARKET SHARE IN 2020 70
FIGURE 23 CAMPAIGN MANAGEMENT SEGMENT TO HOLD THE LARGEST MARKET SIZE IN 2020 71
FIGURE 24 BANKING, INSURANCE, AND FINANCIAL SERVICES VERTICAL TO HOLD THE LARGEST MARKET SIZE IN 2020 71
FIGURE 25 ASIA PACIFIC TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 72

4 PREMIUM INSIGHTS 73
4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER JOURNEY ANALYTICS MARKET 73
FIGURE 26 GROWING NEED TO PROVIDE SEAMLESS CUSTOMER EXPERIENCE AND INCREASING ADOPTION OF OMNICHANNEL STRATEGIES TO REDUCE CUSTOMER CHURN TO DRIVE THE MARKET GROWTH 73
4.2 CUSTOMER JOURNEY ANALYTICS MARKET, TOP THREE APPLICATIONS 74
FIGURE 27 CAMPAIGN MANAGEMENT SEGMENT TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 74
4.3 CUSTOMER JOURNEY ANALYTICS MARKET, BY REGION 74
FIGURE 28 NORTH AMERICA TO ACCOUNT FOR THE HIGHEST MARKET SHARE IN THE CUSTOMER JOURNEY ANALYTICS MARKET IN 2020 74
4.4 NORTH AMERICAN CUSTOMER JOURNEY ANALYTICS MARKET, BY COMPONENT AND TOP THREE DATA SOURCES 75
FIGURE 29 SOLUTIONS AND WEB SEGMENTS TO ACCOUNT FOR HIGH MARKET SHARES IN 2020 75

5 MARKET OVERVIEW AND INDUSTRY TRENDS 76
5.1 INTRODUCTION 76
5.2 CUSTOMER JOURNEY ANALYTICS: STAGES 76
FIGURE 30 STAGES OF THE CUSTOMER JOURNEY ANALYTICS MARKET 76
5.3 MARKET DYNAMICS 77
FIGURE 31 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CUSTOMER JOURNEY ANALYTICS MARKET 77
5.3.1 DRIVERS 78
5.3.1.1 Growing need to provide better customer experience to drive the need for customer journey analytics 78
5.3.1.2 Rising need to plan better customer engagement strategies through omnichannel 78
5.3.1.3 Increasing data volume to drive the demand for advanced customer journey analytics solution to reduce customer churn rate 79
5.3.2 RESTRAINTS 80
5.3.2.1 Difficulties in quantifying customer experience RoI 80
5.3.2.2 Compliance with region-specific data privacy laws and regulations 80
5.3.3 OPPORTUNITIES 81
5.3.3.1 Rise in the demand for real-time customer journey analytics for generating actionable insights 81
FIGURE 32 REAL-TIME CUSTOMER ANALYTICS BUSINESS INVESTMENTS 81
5.3.3.2 COVID-19-led acceleration of organizations for new customer engagement through digital experiences 82
5.3.4 CHALLENGES 82
5.3.4.1 Data security and privacy concerns 82
5.3.4.2 Difficulty in data synchronization as customer data collected from multiple sources is stored in silos 83
5.3.4.3 Lack of understanding single view of the customer journey 83
FIGURE 33 PERCENTAGE OF RESPONDENTS TO DESCRIBE THE CURRENT STATE OF THEIR ORGANIZATIONS IN TERMS OF MANAGING AND ACTIONING CROSS-CHANNEL DATA 84
5.3.5 CUMULATIVE GROWTH ANALYSIS 84
5.4 CUSTOMER JOURNEY ANALYTICS MARKET: ECOSYSTEM 85
FIGURE 34 CUSTOMER JOURNEY ANALYTICS MARKET ECOSYSTEM 85
5.5 CASE STUDY ANALYSIS 86
5.5.1 METRO BANK REINVENTED CUSTOMER SERVICE WITH MICROSOFT DYNAMIC 365 86
5.5.2 SPAR SWITZERLAND, SUPPLIER OF MERCHANDISING AND MARKETING SERVICES, IMPLEMENTED SAP MARKETING CLOUD 86
5.5.3 SALESFORCE ENABLED INDIAN SCHOOL OF BUSINESS AND FINANCE TO GROW APPLICANTS YEAR BY YEAR 87
5.5.4 ABU DHABI DIGITAL AUTHORITY STRIVED TO LEAD DIGITAL FUTURE WITH MICROSOFT DYNAMIC 365 87
5.5.5 HEARST CORPORATION INCREASED CUSTOMER ENGAGEMENT WITH AWS 88
5.5.6 SPRINT BUILT SUPERIOR CUSTOMER EXPERIENCE WITH ADOBE MARKETING CLOUD 88
5.5.7 WESTERN UNION ADOPTED NICE CUSTOMER JOURNEY ANALYTICS TO MAXIMIZE RETENTION AND IMPROVE CUSTOMER EXPERIENCE 89
5.5.8 ENERGIE BADEN-W?RTTEMBERG DELIVERED TRUE CUSTOMER WITH THUNDERHEAD ONE ENGAGEMENT HUB 89
5.5.9 NORTHWELL ADOPTED MICROSOFT DYNAMIC 365 TO OPTIMIZE PATIENT CARE 90
5.5.10 A LUXURY HOTEL AND RESORT COMPANY DISCOVERED UPSELL OPPORTUNITIES THROUGH POINTILLIST CUSTOMER JOURNEY ANALYTICS 90
5.5.11 SALESFORCE HELPED PHILIPS DEVELOP NEW WAYS TO CATER TO THE NEEDS OF CUSTOMERS 91
5.5.12 SALESFORCE ENABLED MAERSK TEAM TO CREATE PERSONALIZED CUSTOMER EXPERIENCE 91
5.6 CUSTOMER JOURNEY ANALYTICS MARKET: COVID-19 IMPACT 92
FIGURE 35 CUSTOMER JOURNEY ANALYTICS MARKET TO WITNESS MINIMAL SLOWDOWN IN GROWTH IN 2020 93
5.7 PATENT ANALYSIS 93
5.7.1 METHODOLOGY 93
5.7.2 DOCUMENT TYPE 93
TABLE 6 PATENTS FILED 94
5.7.3 INNOVATION AND PATENT APPLICATIONS 94
FIGURE 36 TOTAL NUMBER OF PATENTS GRANTED IN A YEAR, 2010-2020 94
5.7.3.1 Top Applicants 95
FIGURE 37 TOP 11 COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS, 2010-2020 95
TABLE 7 TOP 17 PATENT OWNERS (US) IN THE CUSTOMER JOURNEY ANALYTICS MARKET, 2010-2020 95
5.8 SUPPLY CHAIN ANALYSIS 96
FIGURE 38 SUPPLY CHAIN ANALYSIS 96
5.9 TECHNOLOGY ANALYSIS 97
5.9.1 ARTIFICIAL INTELLIGENCE AND CUSTOMER JOURNEY ANALYTICS 97
5.9.2 BIG DATA AND CUSTOMER JOURNEY ANALYTICS 97
5.9.3 INTERNET OF THINGS AND CUSTOMER JOURNEY ANALYTICS 98
5.10 PRICING MODEL ANALYSIS 98
TABLE 8 PRICING: CUSTOMER JOURNEY ANALYTICS SOLUTIONS 99
5.11 PORTER?S FIVE FORCE ANALYSIS 100
FIGURE 39 PORTER?S FIVE FORCE ANALYSIS 100
5.11.1 THREAT OF NEW ENTRANTS 100
5.11.2 THREAT OF SUBSTITUTES 101
5.11.3 BARGAINING POWER OF SUPPLIERS 101
5.11.4 BARGAINING POWER OF BUYERS 101
5.11.5 INTENSITY OF COMPETITIVE RIVALRY 102
5.12 SCENARIO 102
TABLE 9 CRITICAL FACTORS TO IMPACT THE GROWTH OF THE CUSTOMER JOURNEY ANALYTICS MARKET 102

6 CUSTOMER JOURNEY ANALYTICS MARKET, BY COMPONENT 103
6.1 INTRODUCTION 104
6.1.1 COMPONENTS: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 104
6.1.2 COMPONENTS: COVID-19 IMPACT 105
FIGURE 40 SERVICES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD 105
TABLE 10 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 106
TABLE 11 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY COMPONENT, 2020–2026 (USD MILLION) 106
6.2 SOLUTIONS 106
TABLE 12 SOLUTIONS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 107
TABLE 13 SOLUTIONS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 107
6.3 SERVICES 107
FIGURE 41 MANAGED SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 108
TABLE 14 SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TYPE,
2015–2019 (USD MILLION) 108
TABLE 15 SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TYPE,
2020–2026 (USD MILLION) 108
TABLE 16 SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 109
TABLE 17 SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 109
6.3.1 PROFESSIONAL SERVICES 109
FIGURE 42 SUPPORT AND MAINTENANCE SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD 110
TABLE 18 PROFESSIONAL SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION) 110
TABLE 19 PROFESSIONAL SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY TYPE, 2020–2026 (USD MILLION) 110
TABLE 20 PROFESSIONAL SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 111
TABLE 21 PROFESSIONAL SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 111
6.3.1.1 Consulting 111
TABLE 22 CONSULTING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 112
TABLE 23 CONSULTING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 112
6.3.1.2 Support and maintenance 112
TABLE 24 SUPPORT AND MAINTENANCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 113
TABLE 25 SUPPORT AND MAINTENANCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 113
6.3.1.3 Deployment and integration 113
TABLE 26 DEPLOYMENT AND INTEGRATION: ENTERPRISE ARCHITECTURE TOOLS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 114
TABLE 27 DEPLOYMENT AND INTEGRATION: ENTERPRISE ARCHITECTURE TOOLS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 114
6.3.2 MANAGED SERVICES 114
TABLE 28 MANAGED SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 115
TABLE 29 MANAGED SERVICES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 115

7 CUSTOMER JOURNEY ANALYTICS MARKET, BY ORGANIZATION SIZE 116
7.1 INTRODUCTION 117
7.1.1 ORGANIZATION SIZE: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 117
7.1.2 ORGANIZATION SIZE: COVID-19 IMPACT 118
FIGURE 43 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD 118
TABLE 30 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 119
TABLE 31 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2020–2026 (USD MILLION) 119
7.2 LARGE ENTERPRISES 119
TABLE 32 LARGE ENTERPRISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 120
TABLE 33 LARGE ENTERPRISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 120
7.3 SMALL AND MEDIUM-SIZED ENTERPRISES 120
TABLE 34 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 121
TABLE 35 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 121

8 CUSTOMER JOURNEY ANALYTICS MARKET, BY DEPLOYMENT MODE 122
8.1 INTRODUCTION 123
8.1.1 DEPLOYMENT MODES: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 123
8.1.2 DEPLOYMENT MODES: COVID-19 IMPACT 124
FIGURE 44 CLOUD SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD 125
TABLE 36 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION) 125
TABLE 37 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2020–2026 (USD MILLION) 125
8.2 ON-PREMISES 126
TABLE 38 ON-PREMISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 126
TABLE 39 ON-PREMISES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 126
8.3 CLOUD 127
TABLE 40 CLOUD: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2015–2019 (USD MILLION) 127
TABLE 41 CLOUD: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2020–2026 (USD MILLION) 127

9 CUSTOMER JOURNEY ANALYTICS MARKET, BY DATA SOURCE 128
9.1 INTRODUCTION 129
9.1.1 DATA SOURCES: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 129
9.1.2 DATA SOURCES: COVID-19 IMPACT 129
FIGURE 45 WEB SEGMENT TO RECORD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 130
TABLE 42 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE,
2015–2019 (USD MILLION) 130
TABLE 43 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY DATA SOURCE,
2020–2026 (USD MILLION) 131
9.2 WEB 131
TABLE 44 WEB: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2015–2019 (USD MILLION) 132
TABLE 45 WEB: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2020–2026 (USD MILLION) 132
9.3 SOCIAL MEDIA 132
TABLE 46 SOCIAL MEDIA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 133
TABLE 47 SOCIAL MEDIA: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 133
9.4 MOBILE 133
TABLE 48 MOBILE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2015–2019 (USD MILLION) 134
TABLE 49 MOBILE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2020–2026 (USD MILLION) 134
9.5 EMAIL 134
TABLE 50 EMAIL: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2015–2019 (USD MILLION) 135
TABLE 51 EMAIL: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2020–2026 (USD MILLION) 135
9.6 STORE 135
TABLE 52 STORE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2015–2019 (USD MILLION) 136
TABLE 53 STORE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION,
2020–2026 (USD MILLION) 136
9.7 CALL CENTER 136
TABLE 54 CALL CENTER: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 137
TABLE 55 CALL CENTER: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 137
9.8 OTHER DATA SOURCES 137
TABLE 56 OTHER DATA SOURCES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 138
TABLE 57 OTHER DATA SOURCES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 138
10 CUSTOMER JOURNEY ANALYTICS MARKET, BY APPLICATION 139
10.1 INTRODUCTION 140
10.1.1 APPLICATIONS: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 140
10.1.2 APPLICATIONS: COVID-19 IMPACT 141
FIGURE 46 CAMPAIGN MANAGEMENT SEGMENT TO RECORD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 142
TABLE 58 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION,
2015–2019 (USD MILLION) 142
TABLE 59 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY APPLICATION,
2020–2026 (USD MILLION) 143
10.2 CUSTOMER SEGMENTATION AND TARGETING 143
TABLE 60 CUSTOMER SEGMENTATION AND TARGETING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 144
TABLE 61 CUSTOMER SEGMENTATION AND TARGETING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 144
10.3 CUSTOMER EXPERIENCE MANAGEMENT 144
TABLE 62 CUSTOMER EXPERIENCE MANAGEMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 145
TABLE 63 CUSTOMER EXPERIENCE MANAGEMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 145
10.4 CUSTOMER BEHAVIORAL ANALYSIS 145
TABLE 64 CUSTOMER BEHAVIORAL ANALYSIS: CUSTOMER JOURNEY ANALYSIS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 146
TABLE 65 CUSTOMER BEHAVIORAL ANALYSIS: CUSTOMER JOURNEY ANALYSIS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 146
10.5 CUSTOMER CHURN AND RETENTION MANAGEMENT 146
TABLE 66 CUSTOMER CHURN AND RETENTION MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 147
TABLE 67 CUSTOMER CHURN AND RETENTION MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 147
10.6 BRAND MANAGEMENT 147
TABLE 68 BRAND MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 148
TABLE 69 BRAND MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 148
10.7 CAMPAIGN MANAGEMENT 148
TABLE 70 CAMPAIGN MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 149
TABLE 71 CAMPAIGN MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 149
10.8 PRODUCT MANAGEMENT 149
TABLE 72 PRODUCT MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 150
TABLE 73 PRODUCT MANAGEMENT: CUSTOMER JOURNEY ANALYSIS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 150
10.9 OTHER APPLICATIONS 150
TABLE 74 OTHER APPLICATIONS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 151
TABLE 75 OTHER APPLICATIONS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE,
BY REGION, 2020–2026 (USD MILLION) 151

11 CUSTOMER JOURNEY ANALYTICS MARKET, BY VERTICAL 152
11.1 INTRODUCTION 153
11.1.1 VERTICALS: CUSTOMER JOURNEY ANALYTICS MARKET DRIVERS 153
11.1.2 VERTICALS: COVID-19 IMPACT 154
FIGURE 47 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL TO HOLE THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 155
TABLE 76 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL,
2015–2019 (USD MILLION) 155
TABLE 77 CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY VERTICAL,
2020–2026 (USD MILLION) 156
11.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 156
TABLE 78 BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 157
TABLE 79 BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 157
11.3 GOVERNMENT 157
TABLE 80 GOVERNMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 158
TABLE 81 GOVERNMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 158
11.4 HEALTHCARE AND LIFE SCIENCES 158
TABLE 82 HEALTHCARE AND LIFE SCIENCES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 159
TABLE 83 HEALTHCARE AND LIFE SCIENCES: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 159
11.5 RETAIL AND ECOMMERCE 159
TABLE 84 RETAIL AND ECOMMERCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 160
TABLE 85 RETAIL AND ECOMMERCE: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 160
11.6 MANUFACTURING 161
TABLE 86 MANUFACTURING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 161
TABLE 87 MANUFACTURING: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 161
11.7 TELECOMMUNICATIONS AND INFORMATION TECHNOLOGY 162
TABLE 88 TELECOMMUNICATIONS AND INFORMATION TECHNOLOGY: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 162
TABLE 89 TELECOMMUNICATIONS AND INFORMATION TECHNOLOGY: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 163
11.8 MEDIA AND ENTERTAINMENT 163
TABLE 90 MEDIA AND ENTERTAINMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 164
TABLE 91 MEDIA AND ENTERTAINMENT: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 164
11.9 TRANSPORTATION AND LOGISTICS 164
TABLE 92 TRANSPORTATION AND LOGISTICS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 165
TABLE 93 TRANSPORTATION AND LOGISTICS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 165
11.10 TRAVEL AND HOSPITALITY 165
TABLE 94 TRAVEL AND HOSPITALITY: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 166
TABLE 95 TRAVEL AND HOSPITALITY: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 166
11.11 OTHER VERTICALS 166
TABLE 96 OTHER VERTICALS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 167
TABLE 97 OTHER VERTICALS: CUSTOMER JOURNEY ANALYTICS MARKET SIZE, BY REGION, 2020–2026 (USD MILLION) 167