客戶旅程分析市場規模、佔有率、成長分析（按組件、按組織規模、按部署模式、按資料來源、按應用、按垂直行業和按地區）—2025 年至 2032 年行業預測

客戶旅程分析市場規模預計在 2023 年達到 155 億美元，從 2024 年的 187.5 億美元成長到 2032 年的 861.8 億美元，預計在預測期內（2025-2032 年）的複合年成長率為 21.0%。

全球客戶旅程分析市場正在見證變革性創新，這些創新正在重塑各機構以客戶為中心的策略。公司越來越意識到利用客戶知識來簡化體驗並提高旅行滿意度和忠誠度的重要性。由於客製化導航的需求，方面分析單元的減少和向一致性分析的明顯轉變體現了這一趨勢。公司現在正在提供有關客戶旅程分析的教育資源，使他們能夠更靈活地回應不斷變化的消費者偏好。持續的分析可以加快組織回應速度，並帶來個人化的行銷策略，從而改善整體客戶體驗。此外，人工智慧和機器學習的整合正在徹底改變資料評估，揭示隱藏的模式並預測客戶行為，從而推動人們關注這一動態環境中的全通路消費者互動。

目錄

介紹

• 調查目的
• 研究範圍
• 定義

調查方法

• 資訊採購
• 二次資料和一次資料方法
• 市場規模預測
• 市場假設與限制

執行摘要

• 全球市場展望
• 供需趨勢分析
• 細分機會分析

市場動態與展望

• 市場概覽
• 市場規模
• 市場動態
  • 促進因素和機會
  • 限制與挑戰
• 波特的分析

關鍵市場考察

• 關鍵成功因素
• 競爭程度
• 關鍵投資機會
• 市場生態系統
• 市場吸引力指數（2024年）
• PESTEL分析
• 總體經濟指標
• 價值鏈分析
• 定價分析
• 技術分析

顧客旅程分析市場規模（按組成部分及複合年成長率） (2025-2032)

• 市場概覽
• 解決方案
• 服務
  • 託管服務
  • 專業服務
  • 支援和維護
  • 配置與整合
  • 諮詢

顧客旅程分析市場規模（按組織規模和複合年成長率） (2025-2032)

• 市場概覽
• 主要企業
• 小型企業

客戶旅程分析市場規模（按部署模式和複合年成長率）（2025-2032）

• 市場概覽
• 本地
• 雲

顧客旅程分析市場規模（依資料來源及複合年成長率）(2025-2032)

• 市場概覽
• 網路
• 社群媒體
• 智慧型手機
• 電子郵件
• 店鋪
• 客服中心
• 其他資料來源（廣告、忠誠度計畫、調查、促銷活動）

客戶旅程分析市場規模（按應用分類）及複合年成長率（2025-2032）

• 市場概覽
• 客戶細分與定位
• 客戶經驗管理
• 客戶行為分析
• 客戶流失和保留
• 品牌管理
• 宣傳活動管理
• 產品管理
• 其他用途（合規管理、全通路分析、顧客生命週期價值管理）

客戶旅程分析市場規模（依產業垂直分類）及複合年成長率（2025-2032）

• 市場概覽
• BFSI
• 政府
• 醫療保健和生命科學
• 零售與電子商務
• 製造業
• 運輸/物流
• 媒體和娛樂
• 通訊/IT
• 旅遊與飯店
• 其他產業（能源、公共產業、教育）

顧客旅程分析市場規模及複合年成長率（2025-2032）

• 北美洲
  • 美國
  • 加拿大
• 歐洲
  • 德國
  • 西班牙
  • 法國
  • 英國
  • 義大利
  • 其他歐洲國家
• 亞太地區
  • 中國
  • 印度
  • 日本
  • 韓國
  • 其他亞太地區
• 拉丁美洲
  • 巴西
  • 其他拉丁美洲
• 中東和非洲
  • 海灣合作理事會國家
  • 南非
  • 其他中東和非洲地區

競爭資訊

• 前五大公司對比
• 主要企業市場定位（2024年）
• 主要市場參與者所採取的策略
• 近期市場趨勢
• 公司市場佔有率分析（2024年）
• 主要企業簡介
  • 公司詳情
  • 產品系列分析
  • 公司分部佔有率分析
  • 收益與前一年同期比較對比（2022-2024 年）

    主要企業簡介

    • Adobe公司（美國）
    • Salesforce.com, Inc.（美國）
    • 甲骨文公司（美國）
    • 微軟公司（美國）
    • 谷歌有限責任公司（美國）
    • SAP SE（德國）
    • NICE有限公司（以色列）
    • IBM公司（美國）
    • Verint Systems Inc.（美國）
    • Genesys Telecommunications Laboratories, Inc.（美國）
    • 思科系統公司（美國）
    • Teradata公司（美國）
    • Quadient（法國）
    • Acxiom LLC（美國）
    • Amperity Inc.（美國）
    • Kitewheel LLC（美國）
    • Servion Global Solutions Limited（印度）
    • CallMiner Inc.（美國）
    • Woopra Inc.（美國）
    • Acquia公司（美國）

結論和建議

Customer Journey Analytics Market size was valued at USD 15.5 billion in 2023 and is poised to grow from USD 18.75 billion in 2024 to USD 86.18 billion by 2032, growing at a CAGR of 21.0% during the forecast period (2025-2032).

The global customer journey analytics market is witnessing transformative innovations that are reshaping client-centric strategies across agencies. Businesses increasingly recognize the significance of utilizing customer knowledge to streamline experiences, enhancing travel satisfaction and loyalty. A marked shift towards reduced facet analytics units and consistent analytics exemplifies this trend, driven by the demand for coordinated navigation. Companies are now offering educational resources in customer journey analytics, enabling agile responses to evolving consumer preferences. Continuous analytics fosters faster organizational responses, leading to personalized marketing strategies that enhance the overall customer experience. Moreover, the integration of artificial intelligence and machine learning is revolutionizing data evaluation, revealing hidden patterns and predicting customer behavior, thus driving the focus on omnichannel consumer interactions in this dynamic landscape.

Top-down and bottom-up approaches were used to estimate and validate the size of the Customer Journey Analytics market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Customer Journey Analytics Market Segments Analysis

Global Customer Journey Analytics Market is segmented by Component, Organization Size, Deployment Mode, Data Source, Application, Vertical and region. Based on Component, the market is segmented into Solutions and Services. Based on Organization Size, the market is segmented into Large Enterprises and Small and Medium-sized Enterprises (SMEs). Based on Deployment Mode, the market is segmented into On-premises and Cloud. Based on Data Source, the market is segmented into Web, Social Media, Mobile, Email, Store, Call Center and Other Data Sources. Based on Application, the market is segmented into Customer Segmentation and Targeting, Customer Experience Management, Customer Behavioral Analysis, Customer Churn and Retention Management, Brand Management, Campaign Management, Product Management and Other Applications. Based on Vertical, the market is segmented into BFSI, Government, Healthcare and Life Sciences, Retail and eCommerce, Manufacturing, Transportation and Logistics, Media and Entertainment, Telecommunications and IT, Travel and Hospitality and Other Verticals. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Customer Journey Analytics Market

A key driver propelling the expansion of the Customer Journey Analytics market is the rising demand for personalized customer interactions. Companies are increasingly recognizing the importance of utilizing advanced analytics to understand customer behaviors and preferences. By doing so, they can create tailored experiences that foster customer loyalty and enhance engagement. This dynamic approach not only helps businesses chart effective, data-driven conversion paths but also empowers them to forge deeper connections with their audience. As organizations strive to meet the expectations of customers who seek customized experiences, the significance of customer journey analytics continues to grow, driving market momentum.

Restraints in the Customer Journey Analytics Market

The global customer journey analytics market faces significant constraints primarily related to data privacy and security. Companies often collect sensitive customer information, which raises serious concerns regarding potential data breaches and compliance with regulations like GDPR. These privacy issues can hinder the adoption of customer journey analytics solutions. Additionally, businesses must invest heavily in robust security measures to protect customer data, which in turn increases operational costs and adds to the overall complexity of their analytics initiatives. This dual challenge of ensuring data security while managing expenses presents a considerable hurdle for organizations looking to leverage customer journey analytics effectively.

Market Trends of the Customer Journey Analytics Market

The Customer Journey Analytics market is experiencing a significant upward trend characterized by the rising integration of AI and machine learning technologies. This shift empowers businesses to gain intricate insights and predictive capabilities regarding customer behaviors, facilitating a more personalized and engaging customer experience. As artificial intelligence continues to evolve, companies are leveraging these advancements to enhance customer interactions, streamline decision-making, and optimize overall satisfaction across various touchpoints. This growing emphasis on data-driven strategies is transforming consumer engagement, making it an essential focus for organizations aiming to thrive in today's competitive landscape where personalized experiences drive loyalty and retention.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

• Information Procurement
• Secondary & Primary Data Methods
• Market Size Estimation
• Market Assumptions & Limitations

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Degree of Competition
• Top Investment Pockets
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Pricing Analysis
• Technology Analysis

Global Customer Journey Analytics Market Size by Component & CAGR (2025-2032)

• Market Overview
• Solutions
• Services
  • Managed Services
  • Professional Services
  • Support and Maintenance
  • Deployment and Integration
  • Consulting

Global Customer Journey Analytics Market Size by Organization Size & CAGR (2025-2032)

• Market Overview
• Large Enterprises
• Small and Medium-sized Enterprises (SMEs)

Global Customer Journey Analytics Market Size by Deployment Mode & CAGR (2025-2032)

• Market Overview
• On-premises
• Cloud

Global Customer Journey Analytics Market Size by Data Source & CAGR (2025-2032)

• Market Overview
• Web
• Social Media
• Mobile
• Email
• Store
• Call Center
• Other Data Sources (Advertising, Loyalty Programs, Surveys, and Promotional Events)

Global Customer Journey Analytics Market Size by Application & CAGR (2025-2032)

• Market Overview
• Customer Segmentation and Targeting
• Customer Experience Management
• Customer Behavioral Analysis
• Customer Churn and Retention Management
• Brand Management
• Campaign Management
• Product Management
• Other Applications (Compliance Management, Omnichannel Analysis and Customer Lifetime Value Management)

Global Customer Journey Analytics Market Size by Vertical & CAGR (2025-2032)

• Market Overview
• BFSI
• Government
• Healthcare and Life Sciences
• Retail and eCommerce
• Manufacturing
• Transportation and Logistics
• Media and Entertainment
• Telecommunications and IT
• Travel and Hospitality
• Other Verticals (Energy and Utilities, and Education)

Global Customer Journey Analytics Market Size & CAGR (2025-2032)

• North America (Component, Organization Size, Deployment Mode, Data Source, Application, Vertical)
  • US
  • Canada
• Europe (Component, Organization Size, Deployment Mode, Data Source, Application, Vertical)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Component, Organization Size, Deployment Mode, Data Source, Application, Vertical)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Component, Organization Size, Deployment Mode, Data Source, Application, Vertical)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Component, Organization Size, Deployment Mode, Data Source, Application, Vertical)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• Adobe Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Salesforce.com, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Oracle Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Microsoft Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Google LLC (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAP SE (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• NICE Ltd. (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• IBM Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Verint Systems Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Genesys Telecommunications Laboratories, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Cisco Systems, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Teradata Corporation (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Quadient (France)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Acxiom LLC (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Amperity Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Kitewheel LLC (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Servion Global Solutions Limited (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• CallMiner Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Woopra Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Acquia, Inc. (USA)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations