Table of Content

1 INTRODUCTION 15
1.1 OBJECTIVES OF THE STUDY 15
1.2 MARKET DEFINITION 15
1.3 MARKET SCOPE 16
1.3.1 MARKET SEGMENTATION 16
1.3.2 REGIONAL SCOPE 16
1.4 YEARS CONSIDERED FOR THE STUDY 17
1.5 CURRENCY CONSIDERED 17
1.6 STAKEHOLDERS 17

2 RESEARCH METHODOLOGY 18
2.1 RESEARCH DATA 18
2.1.1 SECONDARY DATA 19
2.1.2 PRIMARY DATA 19
2.1.2.1 Breakup of primary profiles 19
2.1.2.2 Key industry insights 20
2.2 MARKET BREAKUP AND DATA TRIANGULATION 20
2.3 MARKET SIZE ESTIMATION 21
2.3.1 TOP-DOWN APPROACH 21
2.3.2 BOTTOM-UP APPROACH 22
2.4 MARKET FORECAST 22
2.5 ASSUMPTIONS FOR THE STUDY 23
2.6 LIMITATIONS OF THE STUDY 23

3 EXECUTIVE SUMMARY 24

4 PREMIUM INSIGHTS 28
4.1 ATTRACTIVE OPPORTUNITIES IN THE DIGITAL EXPERIENCE PLATFORM MARKET 28
4.2 DIGITAL EXPERIENCE PLATFORM MARKET IN ASIA PACIFIC, BY COMPONENT
AND COUNTRY 29
4.3 DIGITAL EXPERIENCE PLATFORM MARKET: MAJOR COUNTRIES 30

5 MARKET OVERVIEW AND INDUSTRY TRENDS 31
5.1 INTRODUCTION 31
5.2 MARKET DYNAMICS 32
5.2.1 DRIVERS 32
5.2.1.1 DXP helps understand the immediate need of customers 32
5.2.1.2 Accurate data obtained through DXP used for marketing and customer engagement 33
5.2.1.3 DXP helps reduce customer churn rate 33
5.2.2 RESTRAINTS 33
5.2.2.1 Difficulty in integrating omnichannel-generated data 33
5.2.3 OPPORTUNITIES 34
5.2.3.1 Deliver an individualized experience for each customer in real time 34
5.2.3.2 High investments in AI technology 34
5.2.4 CHALLENGES 34
5.2.4.1 Unclear data about RoI 34
5.2.4.2 Difficulty in integrating various software 35
5.3 USE CASES 35
5.3.1 USE CASE 1: DANONE NUTRICIA TRANSFORMS ITS CUSTOMER EXPERIENCE WITH SITECORE 35
5.3.2 USE CASE 2: DOLLYWOOD USES SITECORE EXPERIENCE PLATFORM TO BETTER PREPARE ITS CUSTOMERS 36
5.3.3 USE CASE 3: SPARK44 USES CENSHARE TO HELP SAVE JAGUAR LAND ROVER COST AND SPEED UP CONTENT PRODUCTION 36
5.3.4 USE CASE 4: COACH USED LIFERAY TO CREATE ITS CORPORATE INTRANET – COACHWEB, WHICH GIVE EMPLOYEES A SINGLE CONSOLIDATED MOBILE-FRIENDLY SOURCE FOR ALL ITS CONTENT AND NEWS 37

6 DIGITAL EXPERIENCE PLATFORM MARKET, BY COMPONENT 38
6.1 INTRODUCTION 39
6.2 PLATFORM 40
6.2.1 WEB CONTENT MANAGEMENT 40
6.2.1.1 Web content management to focus on enhancing CX by offering personalized and localized interactive online experiences 40
6.2.2 DIGITAL ASSET MANAGEMENT 41
6.2.2.1 DAM solution to gain importance due to its increasing use across all major industry verticals 41
6.2.3 PRODUCT INFORMATION MANAGEMENT 41
6.2.3.1 PIM solutions to create a single view of the product for an enterprise 41
6.2.4 ANALYTICS, ARTIFICIAL INTELLIGENCE, AND MACHINE LEARNING 41
6.2.4.1 ML to help find out customer trends in a fast and error-free manner 41
6.2.5 OTHERS 42
6.3 SERVICES 42
6.3.1 PROFESSIONAL SERVICES 43
6.3.1.1 Consulting 44
6.3.1.1.1 Consulting to facilitate organizations for optimizing global operations related to DXP 44
6.3.1.2 Support and Maintenance 44
6.3.1.2.1 Support and maintenance to ensure a faster resolution to customer queries and increase the productivity of agents 44
6.3.1.3 Training 45
6.3.1.3.1 To ensure that the DXP work at its optimum performance level led to requirement of training 45
6.3.2 MANAGED SERVICES 45
6.3.2.1 Managed service providers to improve the efficiency of inbound and outbound operations of the organization 45

7 DIGITAL EXPERIENCE PLATFORM MARKET, BY DEPLOYMENT TYPE 46
7.1 INTRODUCTION 47
7.2 ON-PREMISES 48
7.2.1 RISING SECURITY THREATS AND INCREASING CONTROL OF DEPLOYED PLATFORMS TO INCREASE ON-PREMISES DEPLOYMENTS 48
7.3 CLOUD 49
7.3.1 EASY DEPLOYMENT, LOW DEPLOYMENT COST, AND EASY UPGRADEABILITY TO INCREASE THE ADOPTION OF CLOUD DEPLOYMENT TYPE 49

8 DIGITAL EXPERIENCE PLATFORM MARKET, BY VERTICAL 50
8.1 INTRODUCTION 51
8.2 IT AND TELECOM 52
8.2.1 INTENSE COMPETITION TO DRIVE THE ADOPTION OF DXP BY IT AND TELECOM COMPANIES 52
8.3 BANKING, FINANCIAL SERVICES, AND INSURANCE 53
8.3.1 CUSTOMER DATA ANALYTICS AND ITS KEY INSIGHTS TO SPUR THE DEMAND FOR DXP MARKET IN THE BFSI VERTICAL 53
8.4 RETAIL 54
8.4.1 CHANGING CONSUMER BEHAVIOR TO BOOST THE GROWTH OF CX INDUSTRY IN THE RETAIL VERTICAL 54
8.5 HEALTHCARE 55
8.5.1 GROWING DEMAND FOR AI AND ML IN HEALTHCARE TO DRIVE THE DXP MARKET 55
8.6 MANUFACTURING 55
8.6.1 CUSTOMER-FOCUSED BEHAVIOR TO DRIVE THE DEMAND FOR DXPS IN
THE MANUFACTURING VERTICAL 55
8.7 TRAVEL AND HOSPITALITY 56
8.7.1 CUSTOMER ENGAGEMENT SERVICES TO BOOST THE GROWTH OF THE DXP MARKET IN THE TRAVEL AND HOSPITALITY VERTICAL 56
8.8 MEDIA AND ENTERTAINMENT 57
8.8.1 INCREASING DIGITALIZATION OF SERVICES TO BOOST THE MARKET GROWTH IN MEDIA AND ENTERTAINMENT VERTICAL 57
8.9 PUBLIC SECTOR 58
8.9.1 FOCUS ON PROVIDING NEXT LEVEL CX AND INTENSE COMPETITION FROM PRIVATE SECTOR TO DRIVE THE ADOPTION OF DXP BY PUBLIC SECTOR 58
8.10 OTHERS 59
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9 DIGITAL EXPERIENCE PLATFORM MARKET, BY REGION 60
9.1 INTRODUCTION 61
9.2 NORTH AMERICA 62
9.2.1 UNITED STATES 66
9.2.1.1 Wide adoption of artificial engineering, ML, and data analytics technologies by enterprises to drive the growth of DXP market
in the US 66
9.2.2 CANADA 66
9.2.2.1 Focus on increasing CX to drive the growth of DXP market in Canada 66
9.3 EUROPE 67
9.3.1 UNITED KINGDOM 69
9.3.1.1 Digital transformation to drive the growth of DXP market in the UK 69
9.3.2 GERMANY 70
9.3.2.1 High digital spending to drive the growth of DXP market in Germany 70
9.3.3 FRANCE 70
9.3.3.1 Increasing digital transformation to drive the growth of DXP market
in France 70
9.3.4 REST OF EUROPE 70
9.4 ASIA PACIFIC 71
9.4.1 AUSTRALIA AND NEW ZEALAND 74
9.4.1.1 Rapid technological adoption to drive the growth of DXP market
in Australia and New Zealand 74
9.4.2 INDIA 74
9.4.2.1 Adoption of customer-centric strategies by organizations to drive
the growth of DXP market in India 74
9.4.3 CHINA 75
9.4.3.1 High investment in the private sector and huge population to boost the adoption of DXPs 75
9.4.4 REST OF ASIA PACIFIC 75
9.5 LATIN AMERICA 76
9.5.1 BRAZIL 78
9.5.1.1 Adoption of cloud computing to drive the growth of DXP market
in Brazil 78
9.5.2 MEXICO 79
9.5.2.1 Rapid digitization to drive the growth of DXP market in Mexico 79
9.5.3 REST OF LATIN AMERICA 79
9.6 MIDDLE EAST AND AFRICA 79
9.6.1 UNITED ARAB EMIRATES 82
9.6.1.1 Economic growth to lead to the adoption of DXP in the UAE 82
9.6.2 SAUDI ARABIA 82
9.6.2.1 Adoption of cloud computing and customer-oriented strategies
by organizations to drive the growth of DXP market in Saudi Arabia 82
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9.6.3 SOUTH AFRICA 83
9.6.3.1 Strategic implementation of CX solutions by businesses to drive
the growth of DXP market in South Africa 83
9.6.4 REST OF MIDDLE EAST AND AFRICA 83
10 COMPETITIVE LANDSCAPE 84
10.1 COMPETITIVE LEADERSHIP MAPPING 84
10.1.1 VISIONARY LEADERS 84
10.1.2 INNOVATORS 84
10.1.3 DYNAMIC DIFFERENTIATORS 84
10.1.4 EMERGING COMPANIES 84
10.2 STRENGTH OF PRODUCT PORTFOLIO 86
10.3 BUSINESS STRATEGY EXCELLENCE 87
10.4 MARKET RANKING FOR THE DIGITAL EXPERIENCE PLATFORM MARKET, 2019 88
11 COMPANY PROFILES 89
(Business overview, Products offered, Recent developments, MNM view, SWOT analysis)*
11.1 ADOBE 89
11.2 IBM 94
11.3 ORACLE 98
11.4 SAP 102
11.5 MICROSOFT 106
11.6 SALESFORCE 110
11.7 OPENTEXT 112
11.8 SDL 114
11.9 SITECORE 116
11.10 ACQUIA 118
11.11 JAHIA 119
11.12 EPISERVER 119
11.13 SQUIZ 120
11.14 BLOOMREACH 120
11.15 LIFERAY 121
11.16 KENTICO 121
11.17 CENSHARE 122
*Business overview, Products offered, Recent developments, MNM view, SWOT analysis might not be captured in case of unlisted companies.
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12 APPENDIX 123
12.1 INDUSTRY EXCERPTS 123
12.2 DISCUSSION GUIDE 124
12.3 KNOWLEDGE STORE: MARKETSANDMARKETS? SUBSCRIPTION PORTAL 127
12.4 AVAILABLE CUSTOMIZATIONS 129
12.5 RELATED REPORTS 129
12.6 AUTHOR DETAILS 130



List of Figures



FIGURE 1 DIGITAL EXPERIENCE PLATFORM MARKET: RESEARCH DESIGN 18
FIGURE 2 DIGITAL EXPERIENCE PLATFORM MARKET SIZE, 2017–2024 25
FIGURE 3 PLATFORM SEGMENT TO HOLD A LARGER MARKET SIZE IN 2019 25
FIGURE 4 CLOUD SEGMENT TO ACCOUNT FOR A HIGHER MARKET SHARE IN 2019 26
FIGURE 5 MANUFACTURING VERTICAL TO HOLD THE LARGEST MARKET SIZE IN 2019 26
FIGURE 6 DIGITAL EXPERIENCE PLATFORM MARKET: REGIONAL SNAPSHOT 27
FIGURE 7 INCREASING USE OF DIGITAL EXPERIENCE PLATFORM TO GET ACCURATE DATA FOR MARKETING AND CUSTOMER ENGAGEMENT TO DRIVE THE MARKET GROWTH 28
FIGURE 8 PLATFORM SEGMENT AND CHINA TO ACCOUNT FOR THE HIGHEST MARKET SHARES IN ASIA PACIFIC IN 2019 29
FIGURE 9 AUSTRALIA AND NEW ZEALAND TO REGISTER THE HIGHEST CAGR DURING
THE FORECAST PERIOD 30
FIGURE 10 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: DIGITAL EXPERIENCE PLATFORM MARKET 32
FIGURE 11 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 39
FIGURE 12 CLOUD SEGMENT TO ACCOUNT FOR A LARGER MARKET SIZE DURING
THE FORECAST PERIOD 47
FIGURE 13 MANUFACTURING VERTICAL TO GROW AT THE HIGHEST CAGR DURING
THE FORECAST PERIOD 51
FIGURE 14 NORTH AMERICA TO HOLD THE HIGHEST MARKET SHARE DURING THE FORECAST PERIOD 61
FIGURE 15 ASIA PACIFIC DIGITAL EXPERIENCE PLATFORM MARKET TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 62
FIGURE 16 NORTH AMERICA: MARKET SNAPSHOT 63
FIGURE 17 ASIA PACIFIC: MARKET SNAPSHOT 71
FIGURE 18 DIGITAL EXPERIENCE PLATFORM MARKET: COMPETITIVE LEADERSHIP MAPPING 85
FIGURE 19 MARKET RANKING, 2019 88
FIGURE 20 ADOBE: COMPANY SNAPSHOT 90
FIGURE 21 SWOT ANALYSIS: ADOBE 92
FIGURE 22 IBM: COMPANY SNAPSHOT 95
FIGURE 23 SWOT ANALYSIS: IBM 97
FIGURE 24 ORACLE: COMPANY SNAPSHOT 99
FIGURE 25 SWOT ANALYSIS: ORACLE 101
FIGURE 26 SAP: COMPANY SNAPSHOT 103
FIGURE 27 SWOT ANALYSIS: SAP 105
FIGURE 28 MICROSOFT: COMPANY SNAPSHOT 106
FIGURE 29 SWOT ANALYSIS: MICROSOFT 108
FIGURE 30 SALESFORCE: COMPANY SNAPSHOT 110
FIGURE 31 OPENTEXT: COMPANY SNAPSHOT 112
FIGURE 32 SDL: COMPANY SNAPSHOT 114

 

List of Tables



TABLE 1 FACTOR ANALYSIS 22
TABLE 2 DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY COMPONENT 2017–2024 (USD MILLION) 39
TABLE 3 PLATFORM: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY REGION 2017–2024 (USD MILLION) 40
TABLE 4 SERVICES: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY TYPE 2017–2024 (USD MILLION) 42
TABLE 5 SERVICES: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY REGION 2017–2024 (USD MILLION) 43
TABLE 6 DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY TYPE 2017–2024 (USD MILLION) 43
TABLE 7 DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY REGION 2017–2024 (USD MILLION) 44
TABLE 8 DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY REGION 2017–2024 (USD MILLION) 45
TABLE 9 DIGITAL EXPERIENCE PLATFORM MARKET, BY DEPLOYMENT TYPE 2017–2024 (USD MILLION) 47
TABLE 10 ON-PREMISES: DIGITAL EXPERIENCE PLATFORM MARKET, BY REGION 2017–2024 (USD MILLION) 48
TABLE 11 CLOUD: DIGITAL EXPERIENCE PLATFORM MARKET, BY REGION 2017–2024 (USD MILLION) 49
TABLE 12 DIGITAL EXPERIENCE PLATFORM MARKET, BY VERTICAL 2017–2024 (USD MILLION) 51
TABLE 13 IT AND TELECOM: DIGITAL EXPERIENCE PLATFORM MARKET, BY REGION 2017–2024 (USD MILLION) 52
TABLE 14 BANKING, FINANCIAL SERVICES, AND INSURANCE: DIGITAL EXPERIENCE PLATFORM MARKET, BY REGION, 2017–2024 (USD MILLION) 53
TABLE 15 RETAIL: DIGITAL EXPERIENCE PLATFORM MARKET, BY REGION 2017–2024 (USD MILLION) 54
TABLE 16 HEALTHCARE: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY REGION 2017–2024 (USD MILLION) 55
TABLE 17 MANUFACTURING: DIGITAL EXPERIENCE PLATFORM MARKET, BY REGION 2017–2024 (USD MILLION) 56
TABLE 18 TRAVEL AND HOSPITALITY: DIGITAL EXPERIENCE PLATFORM MARKET, BY REGION, 2017–2024 (USD MILLION) 56
TABLE 19 MEDIA AND ENTERTAINMENT: DIGITAL EXPERIENCE PLATFORM MARKET BY REGION, 2017–2024 (USD MILLION) 57
TABLE 20 PUBLIC SECTOR: DIGITAL EXPERIENCE PLATFORM MARKET, BY REGION 2017–2024 (USD MILLION) 58
TABLE 21 OTHERS: DIGITAL EXPERIENCE PLATFORM MARKET, BY REGION 2017–2024 (USD MILLION) 59
TABLE 22 DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY REGION 2017–2024 (USD MILLION) 61
TABLE 23 NORTH AMERICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY COMPONENT, 2017–2024 (USD MILLION) 63
TABLE 24 NORTH AMERICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY SERVICE, 2017–2024 (USD MILLION) 64
TABLE 25 NORTH AMERICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY PROFESSIONAL SERVICE, 2017–2024 (USD MILLION) 64
TABLE 26 NORTH AMERICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY VERTICAL, 2017–2024 (USD MILLION) 65
TABLE 27 NORTH AMERICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY DEPLOYMENT TYPE, 2017–2024 (USD MILLION) 65
TABLE 28 NORTH AMERICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY COUNTRY, 2017–2024 (USD MILLION) 66
TABLE 29 EUROPE: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY COMPONENT 2017–2024 (USD MILLION) 67
TABLE 30 EUROPE: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY SERVICE 2017–2024 (USD MILLION) 67
TABLE 31 EUROPE: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY PROFESSIONAL SERVICE, 2017–2024 (USD MILLION) 68
TABLE 32 EUROPE: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY VERTICAL 2017–2024 (USD MILLION) 68
TABLE 33 EUROPE: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY DEPLOYMENT TYPE, 2017–2024 (USD MILLION) 69
TABLE 34 EUROPE: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY COUNTRY 2017–2024 (USD MILLION) 69
TABLE 35 ASIA PACIFIC: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION) 72
TABLE 36 ASIA PACIFIC: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY SERVICE 2017–2024 (USD MILLION) 72
TABLE 37 ASIA PACIFIC: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY PROFESSIONAL SERVICE, 2017–2024 (USD MILLION) 72
TABLE 38 ASIA PACIFIC: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY VERTICAL 2017–2024 (USD MILLION) 73
TABLE 39 ASIA PACIFIC: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY DEPLOYMENT TYPE, 2017–2024 (USD MILLION) 73
TABLE 40 ASIA PACIFIC: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY COUNTRY, 2017–2024 (USD MILLION) 74
TABLE 41 LATIN AMERICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION) 76
TABLE 42 LATIN AMERICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY SERVICE, 2017–2024 (USD MILLION) 76
TABLE 43 LATIN AMERICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY PROFESSIONAL SERVICE, 2017–2024 (USD MILLION) 77
TABLE 44 LATIN AMERICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY VERTICAL, 2017–2024 (USD MILLION) 77
TABLE 45 LATIN AMERICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY DEPLOYMENT TYPE, 2017–2024 (USD MILLION) 78
TABLE 46 LATIN AMERICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE, BY COUNTRY, 2017–2024 (USD MILLION) 78
TABLE 47 MIDDLE EAST AND AFRICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY COMPONENT, 2017–2024 (USD MILLION) 80
TABLE 48 MIDDLE EAST AND AFRICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY SERVICE, 2017–2024 (USD MILLION) 80
TABLE 49 MIDDLE EAST AND AFRICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY PROFESSIONAL SERVICE, 2017–2024 (USD MILLION) 80
TABLE 50 MIDDLE EAST AND AFRICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY VERTICAL, 2017–2024 (USD MILLION) 81
TABLE 51 MIDDLE EAST AND AFRICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY DEPLOYMENT TYPE, 2019–2024 (USD MILLION) 81
TABLE 52 MIDDLE EAST AND AFRICA: DIGITAL EXPERIENCE PLATFORM MARKET SIZE BY COUNTRY, 2017–2024 (USD MILLION) 82