Table of Content

1 INTRODUCTION 22
1.1 OBJECTIVES OF THE STUDY 22
1.2 MARKET DEFINITION 22
1.2.1 INCLUSIONS AND EXCLUSIONS 22
1.3 MARKET SCOPE 23
1.3.1 MARKET SEGMENTATION 23
1.3.2 REGIONS COVERED 24
1.3.3 YEARS CONSIDERED FOR THE STUDY 24
1.4 CURRENCY CONSIDERED 25
1.5 STAKEHOLDERS 25

2 RESEARCH METHODOLOGY 26
2.1 RESEARCH DATA 26
2.1.1 SECONDARY DATA 27
2.1.2 PRIMARY DATA 27
2.1.2.1 Breakup of primary profiles 27
2.1.2.2 Key industry insights 28
2.2 MARKET BREAKUP AND DATA TRIANGULATION 28
2.3 MARKET SIZE ESTIMATION 29
2.3.1 TOP-DOWN APPROACH 32
2.3.2 BOTTOM-UP APPROACH 33
2.4 MARKET FORECAST 33
2.5 COMPETITIVE LEADERSHIP MAPPING RESEARCH METHODOLOGY 34
2.5.1 VENDOR INCLUSION CRITERIA 34
2.6 ASSUMPTIONS FOR THE STUDY 35
2.7 LIMITATIONS OF THE STUDY 36

3 EXECUTIVE SUMMARY 37

4 PREMIUM INSIGHTS 42
4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER ANALYTICS MARKET 42
4.2 CUSTOMER ANALYTICS MARKET: TOP 3 APPLICATIONS 43
4.3 CUSTOMER ANALYTICS MARKET, BY REGION 43
4.4 CUSTOMER ANALYTICS MARKET IN NORTH AMERICA, BY APPLICATION AND INDUSTRY VERTICAL 44
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5 MARKET OVERVIEW AND INDUSTRY TRENDS 45
5.1 INTRODUCTION 45
5.2 MARKET DYNAMICS 45
5.2.1 DRIVERS 46
5.2.1.1 Need to understand customer buying behavior for a more personalized customer experience 46
5.2.1.2 Technologies such as AI, ML, and business process automation to streamline marketing operations 46
5.2.2 RESTRAINTS 47
5.2.2.1 Data privacy laws and protection of customer data critical for customer analytics 47
5.2.3 OPPORTUNITIES 47
5.2.3.1 Reduced advertising, campaigning, and marketing costs 47
5.2.3.2 Greater collaboration between departments for better and faster decision making 48
5.2.4 CHALLENGES 48
5.2.4.1 Organizational failures pertaining to optimum use of customer data 48
5.2.4.2 Inability to understand customer journey 48
5.3 INDUSTRY TRENDS 49
5.3.1 USE CASES 49
5.3.1.1 Use case 1: Increasing sales with advanced analytics 49
5.3.1.2 Use case 2: Enhance customer engagement using real-time personalized communication 50
5.3.1.3 Use case 3: Real-time predictability, informed decision-making, and connected users across departments using system of insight solution 51
5.3.1.4 Use case 4: To deliver an enhanced experience to its customers when booking travel 51
5.3.1.5 Use case 5: To monitor and analyze trending content to increase customer engagements 52
5.3.1.6 Use case 6: To provide account managers with tools to boost sales and productivity 53
5.3.1.7 Use case 7: Enhancing Customer Experience With Cognitive Services 53
5.4 REGULATORY IMPLICATIONS 54
5.4.1 GENERAL DATA PROTECTION REGULATION 54
5.4.2 UNITED STATES SECURITIES AND EXCHANGE COMMISSION 54
5.4.3 COMPREHENSIVE CAPITAL ANALYSIS AND REVIEW 54
5.4.4 DODD-FRANK ACT 55
5.4.5 PAYMENT CARD INDUSTRY DATA SECURITY STANDARD 55
5.4.6 THE INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001 55
5.4.7 CALIFORNIA CONSUMER PRIVACY ACT 55
5.4.8 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996 56
5.4.9 HEALTH INFORMATION TECHNOLOGY FOR ECONOMIC AND CLINICAL HEALTH ACT 56
5.4.10 EUROPEAN MARKET INFRASTRUCTURE REGULATION 56
5.4.11 BASEL COMMITTEE ON BANKING SUPERVISION 239 COMPLIANCE 56
5.4.12 SARBANES-OXLEY ACT OF 2002 57
5.4.13 PERSONAL DATA PROTECTION ACT 57

6 CUSTOMER ANALYTICS MARKET, BY COMPONENT 58
6.1 INTRODUCTION 59
6.1.1 COMPONENT: CUSTOMER ANALYTICS MARKET DRIVERS 59
6.2 SOLUTIONS 61
6.2.1 DATA MANAGEMENT/EXTRACT, TRANSFORM, LOAD 62
6.2.2 VOICE OF CUSTOMER 63
6.2.3 SOCIAL MEDIA ANALYTICS 63
6.2.4 ANALYTICAL TOOLS 64
6.2.5 DASHBOARD AND REPORTING 65
6.3 SERVICES 66
6.3.1 PROFESSIONAL SERVICES 67
6.3.1.1 Consulting 69
6.3.1.2 Integration and deployment 70
6.3.1.3 Support and maintenance 70
6.3.1.4 Education and training 71
6.3.2 MANAGED SERVICES 72

7 CUSTOMER ANALYTICS MARKET, BY DEPLOYMENT MODE 73
7.1 INTRODUCTION 74
7.1.1 DEPLOYMENT MODE: CUSTOMER ANALYTICS MARKET DRIVERS 74
7.2 CLOUD 75
7.3 ON-PREMISES 76

8 CUSTOMER ANALYTICS MARKET, BY ORGANIZATION SIZE 77
8.1 INTRODUCTION 78
8.1.1 ORGANIZATION SIZE: CUSTOMER ANALYTICS MARKET DRIVERS 78
8.2 LARGE ENTERPRISES 79
8.3 SMALL AND MEDIUM-SIZED ENTERPRISES 80

9 CUSTOMER ANALYTICS MARKET, BY APPLICATION 81
9.1 INTRODUCTION 82
9.1.1 APPLICATION: CUSTOMER ANALYTICS MARKET DRIVERS 82
9.2 BRAND MANAGEMENT 83
9.3 CAMPAIGN MANAGEMENT 84
9.4 CHURN MANAGEMENT 85
9.5 CUSTOMER BEHAVIORAL ANALYSIS 86
9.6 PRODUCT MANAGEMENT 87
9.7 OTHERS 88
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10 CUSTOMER ANALYTICS MARKET, BY DATA SOURCE 89
10.1 INTRODUCTION 90
10.1.1 DATA SOURCE: CUSTOMER ANALYTICS MARKET DRIVERS 90
10.2 WEB 92
10.3 SOCIAL MEDIA 92
10.4 SMARTPHONE 93
10.5 EMAIL 94
10.6 STORE 94
10.7 CALL CENTER 95
10.8 OTHER DATA SOURCES 96

11 CUSTOMER ANALYTICS MARKET, BY INDUSTRY VERTICAL 97
11.1 INTRODUCTION 98
11.1.1 INDUSTRY VERTICAL: CUSTOMER ANALYTICS MARKET DRIVERS 98
11.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 100
11.3 RETAIL AND ECOMMERCE 101
11.4 TELECOMMUNICATIONS AND INFORMATION TECHNOLOGY 102
11.5 ENERGY AND UTILITIES 103
11.6 MANUFACTURING 104
11.7 TRANSPORTATION AND LOGISTICS 105
11.8 GOVERNMENT AND DEFENSE 106
11.9 HEALTHCARE AND LIFE SCIENCES 107
11.10 MEDIA AND ENTERTAINMENT 108
11.11 TRAVEL AND HOSPITALITY 109
11.12 OTHER INDUSTRY VERTICALS 110

12 CUSTOMER ANALYTICS MARKET, BY REGION 111
12.1 INTRODUCTION 112
12.2 NORTH AMERICA 114
12.2.1 NORTH AMERICA: CUSTOMER ANALYTICS MARKET DRIVERS 114
12.2.2 UNITED STATES 121
12.2.3 CANADA 122
12.3 EUROPE 124
12.3.1 EUROPE: CUSTOMER ANALYTICS MARKET DRIVERS 124
12.3.2 UNITED KINGDOM 130
12.3.3 SPAIN 131
12.3.4 GERMANY 133
12.3.5 FRANCE 134
12.3.6 REST OF EUROPE 136
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12.4 ASIA PACIFIC 137
12.4.1 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET DRIVERS 138
12.4.2 CHINA 144
12.4.3 SINGAPORE 146
12.4.4 INDIA 148
12.4.5 AUSTRALIA AND NEW ZEALAND 150
12.4.6 REST OF ASIA PACIFIC 152
12.5 MIDDLE EAST AND AFRICA 153
12.5.1 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET DRIVERS 153
12.5.2 KINGDOM OF SAUDI ARABIA 159
12.5.3 UNITED ARAB EMIRATES 160
12.5.4 SOUTH AFRICA 162
12.5.5 REST OF MIDDLE EAST AND AFRICA 163
12.6 LATIN AMERICA 165
12.6.1 LATIN AMERICA: CUSTOMER ANALYTICS MARKET DRIVERS 165
12.6.2 BRAZIL 171
12.6.3 MEXICO 172
12.6.4 ARGENTINA 174
12.6.5 REST OF LATIN AMERICA 175

13 COMPETITIVE LANDSCAPE 177
13.1 INTRODUCTION 177
13.2 COMPETITIVE LEADERSHIP MAPPING 177
13.2.1 VISIONARIES 177
13.2.2 INNOVATORS 177
13.2.3 DYNAMIC DIFFERENTIATORS 177
13.2.4 EMERGING COMPANIES 177
13.3 STRENGTH OF PRODUCT PORTFOLIO 179
13.4 BUSINESS STRATEGY EXCELLENCE 180
14 COMPANY PROFILES 181
14.1 INTRODUCTION 181
14.2 GOOGLE 181
14.2.1 BUSINESS OVERVIEW 181
14.2.2 SOLUTIONS AND SERVICES OFFERED 182
14.2.3 RECENT DEVELOPMENTS 182
14.2.4 SWOT ANALYSIS 183
14.3 ADOBE 184
14.3.1 BUSINESS OVERVIEW 184
14.3.2 SOLUTIONS AND SERVICES OFFERED 185
14.3.3 RECENT DEVELOPMENTS 185
14.3.4 SWOT ANALYSIS 186
14.4 SAP 187
14.4.1 BUSINESS OVERVIEW 187
14.4.2 SOLUTIONS AND SERVICES OFFERED 188
14.4.3 RECENT DEVELOPMENTS 188
14.4.4 SWOT ANALYSIS 190
14.5 MICROSOFT 191
14.5.1 BUSINESS OVERVIEW 191
14.5.2 SOLUTIONS AND SERVICES OFFERED 192
14.5.3 RECENT DEVELOPMENTS 192
14.5.4 SWOT ANALYSIS 193
14.6 ORACLE 194
14.6.1 BUSINESS OVERVIEW 194
14.6.2 SOLUTIONS AND SERVICES OFFERED 195
14.6.3 RECENT DEVELOPMENTS 195
14.6.4 SWOT ANALYSIS 197
14.7 SALESFORCE 198
14.7.1 BUSINESS OVERVIEW 198
14.7.2 PLATFORMS AND SERVICES OFFERED 199
14.7.3 RECENT DEVELOPMENTS 199
14.7.4 SWOT ANALYSIS 200
14.8 SAS INSTITUTE 201
14.8.1 BUSINESS OVERVIEW 201
14.8.2 SOLUTIONS AND SERVICES OFFERED 201
14.8.3 RECENT DEVELOPMENTS 202
14.9 TERADATA 203
14.9.1 BUSINESS OVERVIEW 203
14.9.2 SOLUTIONS AND SERVICES OFFERED 204
14.9.3 RECENT DEVELOPMENTS 204
14.10 NICE 205
14.10.1 BUSINESS OVERVIEW 205
14.10.2 SOLUTIONS AND SERVICES OFFERED 206
14.10.3 RECENT DEVELOPMENTS 206
14.11 MANTHAN 209
14.11.1 BUSINESS OVERVIEW 209
14.11.2 SOLUTIONS AND SERVICES OFFERED 209
14.11.3 RECENT DEVELOPMENTS 210
14.12 MIXPANEL 211
14.12.1 BUSINESS OVERVIEW 211
14.12.2 SOLUTIONS AND SERVICES OFFERED 211
14.12.3 RECENT DEVELOPMENTS 212
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14.13 CUSTOMER ANALYTICS 213
14.13.1 BUSINESS OVERVIEW 213
14.13.2 SERVICES OFFERED 213
14.14 CLARITY INSIGHTS (ACCENTURE APPLIED INTELLIGENCE) 214
14.14.1 BUSINESS OVERVIEW 214
14.14.2 SOLUTIONS AND SERVICES OFFERED 214
14.14.3 RECENT DEVELOPMENTS 215
14.15 ABSOLUTDATA ANALYTICS 216
14.15.1 BUSINESS OVERVIEW 216
14.15.2 SOLUTIONS AND SERVICES OFFERED 216
14.15.3 RECENT DEVELOPMENTS 217
14.16 NGDATA 218
14.16.1 BUSINESS OVERVIEW 218
14.16.2 SOLUTIONS AND SERVICES OFFERED 218
14.16.3 RECENT DEVELOPMENTS 219
14.17 NEUSTAR 220
14.17.1 BUSINESS OVERVIEW 220
14.17.2 SOLUTIONS AND SERVICES OFFERED 220
14.17.3 RECENT DEVELOPMENTS 220
14.18 SEGMENT 221
14.18.1 BUSINESS OVERVIEW 221
14.18.2 SOLUTIONS AND SERVICES OFFERED 221
14.19 SECOND MEASURE 222
14.19.1 BUSINESS OVERVIEW 222
14.19.2 SOLUTIONS AND SERVICES OFFERED 222
14.19.3 RECENT DEVELOPMENTS 222
14.20 CALIBERMIND 223
14.20.1 BUSINESS OVERVIEW 223
14.20.2 SOLUTIONS AND SERVICES OFFERED 223
14.20.3 RECENT DEVELOPMENTS 224
14.21 AMPERITY 226
14.21.1 BUSINESS OVERVIEW 226
14.21.2 PLATFORMS OFFERED 226
14.21.3 RECENT DEVELOPMENTS 226
14.22 RIGHT TO WIN 227

15 APPENDIX 229
15.1 DISCUSSION GUIDE 229
15.2 KNOWLEDGE STORE 233
15.3 AVAILABLE CUSTOMIZATION 235
15.4 RELATED REPORTS 235
15.5 AUTHOR DETAILS 236



List of Figures



FIGURE 1 CUSTOMER ANALYTICS MARKET: RESEARCH DESIGN 26
FIGURE 2 MARKET SIZE ESTIMATION METHODOLOGY- APPROACH 1 (SUPPLY SIDE): REVENUE OF SOLUTIONS/SERVICES OF THE CUSTOMER ANALYTICS MARKET 29
FIGURE 3 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 2 BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF
THE CUSTOMER ANALYTICS MARKET 30
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 3 TOP-DOWN (DEMAND SIDE): SHARE OF CUSTOMER ANALYTICS THROUGH THE OVERALL CUSTOMER ANALYTICS SPENDING 31
FIGURE 5 MARKET SIZE ESTIMATION METHODOLOGY - APPROACH 4 BOTTOM-UP (DEMAND SIDE): PRODUCTS/SOLUTIONS/SERVICES SOLD AND
THEIR AVERAGE SELLING PRICE 31
FIGURE 6 CUSTOMER ANALYTICS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 32
FIGURE 7 CUSTOMER ANALYTICS MARKET SNAPSHOT, BY COMPONENT 38
FIGURE 8 CUSTOMER ANALYTICS MARKET SNAPSHOT, BY SOLUTION 38
FIGURE 9 CUSTOMER ANALYTICS MARKET SNAPSHOT, BY SERVICE 39
FIGURE 10 CUSTOMER ANALYTICS MARKET SNAPSHOT, BY DEPLOYMENT MODE 39
FIGURE 11 CUSTOMER ANALYTICS MARKET SNAPSHOT, BY ORGANIZATION SIZE 39
FIGURE 12 CUSTOMER ANALYTICS MARKET SNAPSHOT, BY APPLICATION 40
FIGURE 13 CUSTOMER ANALYTICS MARKET SNAPSHOT, BY DATA SOURCE 40
FIGURE 14 CUSTOMER ANALYTICS MARKET SNAPSHOT, BY REGION 41
FIGURE 15 INCREASING SPENDING ON MARKETING AND ADVERTISING BY ENTERPRISES"
AND GROWING CUSTOMER CHANNELS TO DRIVE THE CUSTOMER ANALYTICS MARKET GROWTH 42
FIGURE 16 CAMPAIGN MANAGEMENT SEGMENT TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 43
FIGURE 17 NORTH AMERICA TO HOLD THE HIGHEST MARKET SHARE IN 2020 43
FIGURE 18 CAMPAIGN MANAGEMENT APPLICATION AND BANKING, FINANCIAL SERVICES
AND INSURANCE INDUSTRY VERTICAL TO ACCOUNT FOR THE HIGHEST SHARES IN THE NORTH AMERICA CUSTOMER ANALYTICS MARKET IN 2020 44
FIGURE 19 CUSTOMER ANALYTICS MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES AND CHALLENGES 45
FIGURE 20 SOLUTIONS SEGMENT TO HOLD A LARGER MARKET SIZE DURING THE FORECAST PERIOD 60
FIGURE 21 VOICE OF CUSTOMER SEGMENT TO GROW AT THE HIGHEST CAGR DURING
THE FORECAST PERIOD 61
FIGURE 22 MANAGED SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING
THE FORECAST PERIOD 66
FIGURE 23 EDUCATION AND TRAINING SEGMENT TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 68
FIGURE 24 CLOUD SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 74
FIGURE 25 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 78
FIGURE 26 PRODUCT MANAGEMENT SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD 82
FIGURE 27 SMARTPHONE SEGMENT TO GROW AT THE HIGHEST CAGR DURING
THE FORECAST PERIOD 90
FIGURE 28 RETAIL AND ECOMMERCE INDUSTRY VERTICAL TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 99
FIGURE 29 ASIA PACIFIC TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 112
FIGURE 30 INDIA TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD 113
FIGURE 31 NORTH AMERICA: MARKET SNAPSHOT 115
FIGURE 32 PRODUCT MANAGEMENT SEGMENT TO REGISTER THE HIGHEST CAGR IN NORTH AMERICA DURING THE FORECAST PERIOD 115
FIGURE 33 PRODUCT MANAGEMENT SEGMENT TO GROW AT THE HIGHEST CAGR IN EUROPE DURING THE FORECAST PERIOD 124
FIGURE 34 ASIA PACIFIC: MARKET SNAPSHOT 138
FIGURE 35 PRODUCT MANAGEMENT SEGMENT TO GROW AT THE HIGHEST CAGR IN ASIA PACIFIC DURING THE FORECAST PERIOD 139
FIGURE 36 PRODUCT MANAGEMENT SEGMENT TO GROW AT THE HIGHEST CAGR IN MIDDLE EAST AND AFRICA DURING THE FORECAST PERIOD 154
FIGURE 37 BRAND MANAGEMENT SEGMENT TO GROW AT THE HIGHEST CAGR IN LATIN AMERICA DURING THE FORECAST PERIOD 165
FIGURE 38 CUSTOMER ANALYTICS MARKET (GLOBAL) COMPETITIVE LEADERSHIP MAPPING, 2020 178
FIGURE 39 PRODUCT PORTFOLIO ANALYSIS OF TOP PLAYERS IN
CUSTOMER ANALYTICS MARKET 179
FIGURE 40 BUSINESS STRATEGY EXCELLENCE OF TOP PLAYERS IN
CUSTOMER ANALYTICS MARKET 180
FIGURE 41 GOOGLE: COMPANY SNAPSHOT 181
FIGURE 42 GOOGLE: SWOT ANALYSIS 183
FIGURE 43 ADOBE: COMPANY SNAPSHOT 184
FIGURE 44 ADOBE: SWOT ANALYSIS 186
FIGURE 45 SAP: COMPANY SNAPSHOT 187
FIGURE 46 SAP: SWOT ANALYSIS 190
FIGURE 47 MICROSOFT: COMPANY SNAPSHOT 191
FIGURE 48 MICROSOFT: SWOT ANALYSIS 193
FIGURE 49 ORACLE: COMPANY SNAPSHOT 194
FIGURE 50 ORACLE: SWOT ANALYSIS 197
FIGURE 51 SALESFORCE: COMPANY SNAPSHOT 198
FIGURE 52 SALESFORCE: SWOT ANALYSIS 200
FIGURE 53 SAS INSTITUTE: COMPANY SNAPSHOT 201
FIGURE 54 TERADATA: COMPANY SNAPSHOT 203
FIGURE 55 NICE: COMPANY SNAPSHOT 205

 

List of Tables



TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2017–2019 25
TABLE 2 FACTOR ANALYSIS 33
TABLE 3 EVALUATION CRITERIA 34
TABLE 4 CUSTOMER ANALYTICS MARKET SIZE AND GROWTH, 2018–2025 (USD MILLION) 38
TABLE 5 CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT 2018–2025 (USD MILLION) 60
TABLE 6 SOLUTIONS: CUSTOMER ANALYTICS MARKET SIZE, BY TYPE 2018–2025 (USD MILLION) 61
TABLE 7 SOLUTIONS: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 62
TABLE 8 DATA MANAGEMENT/ EXTRACT, TRANSFORM, LOAD MARKET SIZE BY REGION, 2018–2025 (USD MILLION) 62
TABLE 9 VOICE OF CUSTOMER MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 63
TABLE 10 SOCIAL MEDIA ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 64
TABLE 11 ANALYTICAL TOOLS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 64
TABLE 12 DASHBOARD AND REPORTING MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 65
TABLE 13 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY TYPE 2018–2025 (USD MILLION) 66
TABLE 14 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 67
TABLE 15 PROFESSIONAL SERVICES MARKET SIZE, BY TYPE, 2018–2025 (USD MILLION) 68
TABLE 16 PROFESSIONAL SERVICES MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 69
TABLE 17 CONSULTING MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 69
TABLE 18 INTEGRATION AND DEPLOYMENT MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 70
TABLE 19 SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 71
TABLE 20 EDUCATION AND TRAINING MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 71
TABLE 21 MANAGED SERVICES MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 72
TABLE 22 CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE 2018–2025 (USD MILLION) 74
TABLE 23 CLOUD: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 75
TABLE 24 ON-PREMISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 76
TABLE 25 CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE 2018–2025 (USD MILLION) 79
TABLE 26 LARGE ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 79
TABLE 27 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 80
TABLE 28 CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 83
TABLE 29 BRAND MANAGEMENT: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 83
TABLE 30 CAMPAIGN MANAGEMENT: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 84
TABLE 31 CHURN MANAGEMENT: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 85
TABLE 32 CUSTOMER BEHAVIORAL ANALYSIS: CUSTOMER ANALYTICS MARKET SIZE BY REGION, 2018–2025 (USD MILLION) 86
TABLE 33 PRODUCT MANAGEMENT: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 87
TABLE 34 OTHERS: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 88
TABLE 35 CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE 2018–2025 (USD MILLION) 91
TABLE 36 WEB: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 92
TABLE 37 SOCIAL MEDIA: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 93
TABLE 38 SMARTPHONE: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 93
TABLE 39 EMAIL: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 94
TABLE 40 STORE: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 94
TABLE 41 CALL CENTER: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 95
TABLE 42 OTHER DATA SOURCES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 96
TABLE 43 CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL 2018–2025 (USD MILLION) 99
TABLE 44 BANKING, FINANCIAL SERVICES, AND INSURANCE: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 100
TABLE 45 RETAIL AND ECOMMERCE: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 101
TABLE 46 TELECOMMUNICATIONS AND INFORMATION AND TECHNOLOGY: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 102
TABLE 47 ENERGY AND UTILITIES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 103
TABLE 48 MANUFACTURING: CUSTOMER ANALYTICS MARKET SIZE, BY REGION 2018–2025 (USD MILLION) 104
TABLE 49 TRANSPORTATION AND LOGISTICS: CUSTOMER ANALYTICS MARKET SIZE BY REGION, 2018–2025 (USD MILLION) 105
TABLE 50 GOVERNMENT AND DEFENSE: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 106
TABLE 51 HEALTHCARE AND LIFE SCIENCES: CUSTOMER ANALYTICS MARKET SIZE BY REGION, 2018–2025 (USD MILLION) 107
TABLE 52 MEDIA AND ENTERTAINMENT: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 108
TABLE 53 TRAVEL AND HOSPITALITY: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 109
TABLE 54 OTHER INDUSTRY VERTICALS: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 110
TABLE 55 CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 113
TABLE 56 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT 2018–2025 (USD MILLION) 116
TABLE 57 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY SOLUTION 2018–2025 (USD MILLION) 116
TABLE 58 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY SERVICE 2018–2025 (USD MILLION) 117
TABLE 59 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2018–2025 (USD MILLION) 117
TABLE 60 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION) 118
TABLE 61 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION) 118
TABLE 62 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 119
TABLE 63 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE 2018–2025 (USD MILLION) 119
TABLE 64 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 120
TABLE 65 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY COUNTRY 2018–2025 (USD MILLION) 120
TABLE 66 UNITED STATES: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 121
TABLE 67 UNITED STATES: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 122
TABLE 68 CANADA: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL 2018–2025 (USD MILLION) 123
TABLE 69 CANADA: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 123
TABLE 70 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT 2018–2025 (USD MILLION) 125
TABLE 71 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY SOLUTION 2018–2025 (USD MILLION) 125
TABLE 72 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY SERVICE 2018–2025 (USD MILLION) 126
TABLE 73 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2018–2025 (USD MILLION) 126
TABLE 74 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE 2018–2025 (USD MILLION) 127
TABLE 75 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE 2018–2025 (USD MILLION) 127
TABLE 76 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 128
TABLE 77 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE 2018–2025 (USD MILLION) 128
TABLE 78 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL 2018–2025 (USD MILLION) 129
TABLE 79 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY COUNTRY 2018–2025 (USD MILLION) 129
TABLE 80 UNITED KINGDOM: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 130
TABLE 81 UNITED KINGDOM: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 131
TABLE 82 SPAIN: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL 2018–2025 (USD MILLION) 132
TABLE 83 SPAIN: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 132
TABLE 84 GERMANY: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL 2018–2025 (USD MILLION) 133
TABLE 85 GERMANY: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 134
TABLE 86 FRANCE: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL 2018–2025 (USD MILLION) 135
TABLE 87 FRANCE: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 135
TABLE 88 REST OF EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 136
TABLE 89 REST OF EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 137
TABLE 90 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT 2018–2025 (USD MILLION) 139
TABLE 91 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY SOLUTION 2018–2025 (USD MILLION) 140
TABLE 92 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY SERVICE 2018–2025 (USD MILLION) 140
TABLE 93 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2018–2025 (USD MILLION) 141
TABLE 94 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION) 141
TABLE 95 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION) 141
TABLE 96 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 142
TABLE 97 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE 2018–2025 (USD MILLION) 143
TABLE 98 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 143
TABLE 99 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY COUNTRY 2018–2025 (USD MILLION) 144
TABLE 100 CHINA: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL 2018–2025 (USD MILLION) 145
TABLE 101 CHINA: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 146
TABLE 102 SINGAPORE: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 147
TABLE 103 SINGAPORE: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 147
TABLE 104 INDIA: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL 2018–2025 (USD MILLION) 149
TABLE 105 INDIA: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 150
TABLE 106 AUSTRALIA AND NEW ZEALAND: CUSTOMER ANALYTICS MARKET SIZE BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 151
TABLE 107 AUSTRALIA AND NEW ZEALAND: CUSTOMER ANALYTICS MARKET SIZE BY APPLICATION, 2018–2025 (USD MILLION) 151
TABLE 108 REST OF ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 152
TABLE 109 REST OF ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE BY APPLICATION, 2018–2025 (USD MILLION) 153
TABLE 110 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE BY COMPONENT, 2018–2025 (USD MILLION) 154
TABLE 111 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE BY SOLUTION, 2018–2025 (USD MILLION) 155
TABLE 112 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE BY SERVICE, 2018–2025 (USD MILLION) 155
TABLE 113 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE BY PROFESSIONAL SERVICE, 2018–2025 (USD MILLION) 156
TABLE 114 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE BY DEPLOYMENT MODE, 2018–2025 (USD MILLION) 156
TABLE 115 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE BY ORGANIZATION SIZE, 2018–2025 (USD MILLION) 156
TABLE 116 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE BY APPLICATION, 2018–2025 (USD MILLION) 157
TABLE 117 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE BY DATA SOURCE, 2018–2025 (USD MILLION) 157
TABLE 118 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 158
TABLE 119 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE BY COUNTRY, 2018–2025 (USD MILLION) 158
TABLE 120 KINGDOM OF SAUDI ARABIA: CUSTOMER ANALYTICS MARKET SIZE BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 159
TABLE 121 KINGDOM OF SAUDI ARABIA: CUSTOMER ANALYTICS MARKET SIZE BY APPLICATION, 2018–2025 (USD MILLION) 160
TABLE 122 UNITED ARAB EMIRATES: CUSTOMER ANALYTICS MARKET SIZE BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 161
TABLE 123 UNITED ARAB EMIRATES: CUSTOMER ANALYTICS MARKET SIZE BY APPLICATION, 2018–2025 (USD MILLION) 161
TABLE 124 SOUTH AFRICA: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 162
TABLE 125 SOUTH AFRICA: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 163
TABLE 126 REST OF MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 164
TABLE 127 REST OF MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE BY APPLICATION, 2018–2025 (USD MILLION) 164
TABLE 128 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT 2018–2025 (USD MILLION) 166
TABLE 129 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY SOLUTION 2018–2025 (USD MILLION) 166
TABLE 130 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY SERVICE 2018–2025 (USD MILLION) 167
TABLE 131 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2018–2025 (USD MILLION) 167
TABLE 132 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION) 168
TABLE 133 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION) 168
TABLE 134 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 169
TABLE 135 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE 2018–2025 (USD MILLION) 169
TABLE 136 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 170
TABLE 137 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY COUNTRY 2018–2025 (USD MILLION) 170
TABLE 138 BRAZIL: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL 2018–2025 (USD MILLION) 171
TABLE 139 BRAZIL: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 172
TABLE 140 MEXICO: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL 2018–2025 (USD MILLION) 173
TABLE 141 MEXICO: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 173
TABLE 142 ARGENTINA: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 174
TABLE 143 ARGENTINA: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION 2018–2025 (USD MILLION) 175
TABLE 144 REST OF LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION) 176
TABLE 145 REST OF LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION) 176