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數位客戶體驗和服務自動化市場－全球產業規模、佔有率、趨勢、機會和預測，按分析工具、部署方式、應用領域、地區和競爭格局分類，2020-2030 年預測

Digital Customer Experience and Service Automation Market - Global Industry Size, Share, Trends, Opportunity, and Forecast, Segmented By Analytical Tools, By Deployment, By Application, By Region, and By Competition, 2020-2030F
出版日期: | 出版商: TechSci Research | 英文 185 Pages | 商品交期: 2-3個工作天內

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簡介目錄

全球數位化客戶體驗和服務自動化市場規模將從2024年的179億美元成長到2030年的802.1億美元，複合年成長率達28.40%。該市場涵蓋技術、資料和人工智慧的整合，旨在簡化和個人化客戶在整個客戶旅程中的所有數位觸點互動。市場的主要促進因素包括：客戶對卓越和個人化服務的期望不斷提高、人工智慧和機器學習技術的快速發展，以及提高營運效率和降低成本的迫切需求。

市場概覽
預測期 2026-2030
市場規模：2024年 179億美元
市場規模：2030年 802.1億美元
複合年成長率：2025-2030年 28.40%
成長最快的細分市場 雲
最大的市場 北美洲

主要市場促進因素

全球數位化客戶體驗和服務自動化市場的主要驅動力是客戶對個人化和無縫互動體驗日益成長的期望。消費者越來越需要客製化的內容、即時幫助以及在所有數位化觸點上一致的體驗，這促使企業超越通用服務模式，轉向個人化的客戶旅程。

主要市場挑戰

組織內部持續存在的各自為政的思維模式嚴重阻礙了全球數位化客戶體驗和服務自動化市場的發展。這種挑戰使得企業無法完全了解客戶，因為關鍵資料和洞察仍然分散在各個內部部門和不相連的數位管道中。

主要市場趨勢

生成式人工智慧整合提升客戶體驗，透過實現更動態、個人化和情境相關的互動，正在變革客戶互動方式。這一趨勢超越了傳統的基於規則的自動化，利用生成式人工智慧模型產生類人響應、創建客製化內容，並在各種數位觸點上主動滿足客戶需求。

目錄

第1章：產品概述

第2章：研究方法

第3章：執行概要

第4章：客戶之聲

第5章：全球數位化客戶體驗與服務自動化市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 透過分析工具（EFM 軟體、語音分析、文字分析、網路分析和內容管理等）
    • 依部署方式（雲端、本機部署）
    • 按應用領域（零售、銀行、金融服務和保險、電信、醫療保健、運輸和物流、其他）
    • 按地區
    • 按公司（2024 年）
  • 市場地圖

第6章：北美數位客戶體驗與服務自動化市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 北美洲：國家分析
    • 美國
    • 加拿大
    • 墨西哥

第7章：歐洲數位化客戶體驗與服務自動化市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 歐洲：國家分析
    • 德國
    • 法國
    • 英國
    • 義大利
    • 西班牙

第8章：亞太地區數位化客戶體驗與服務自動化市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 亞太地區：國家分析
    • 中國
    • 印度
    • 日本
    • 韓國
    • 澳洲

第9章：中東和非洲數位化客戶體驗和服務自動化市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 中東和非洲：國家分析
    • 沙烏地阿拉伯
    • 阿拉伯聯合大公國
    • 南非

第10章：南美洲數位化客戶體驗與服務自動化市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 南美洲：國家分析
    • 巴西
    • 哥倫比亞
    • 阿根廷

第11章：市場動態

  • 促進要素
  • 挑戰

第12章：市場趨勢與發展

  • 併購
  • 產品發布
  • 最新進展

第13章：全球數位化客戶體驗與服務自動化市場：SWOT分析

第14章：波特五力分析

  • 產業競爭
  • 新進入者的潛力
  • 供應商議價能力
  • 顧客的力量
  • 替代產品的威脅

第15章：競爭格局

  • Salesforce, Inc.
  • Microsoft Corporation
  • Oracle Corporation
  • SAP SE
  • Adobe Inc.
  • Zendesk, Inc.
  • Pegasystems Inc.
  • NICE Systems Ltd.
  • Genesys Cloud Services, Inc.
  • Sitecore Corporation

第16章：策略建議

第17章調查會社について,免責事項

簡介目錄
Product Code: 22986

The Global Digital Customer Experience and Service Automation Market will grow from USD 17.90 Billion in 2024 to USD 80.21 Billion by 2030 at a 28.40% CAGR. The Global Digital Customer Experience and Service Automation Market encompasses the integration of technology, data, and artificial intelligence to streamline and personalize customer interactions across all digital touchpoints throughout the entire customer journey. Key market drivers include escalating customer expectations for superior and personalized service, the rapid advancement of artificial intelligence and machine learning technologies, and the imperative for operational efficiency and cost reduction.

Market Overview
Forecast Period2026-2030
Market Size 2024USD 17.90 Billion
Market Size 2030USD 80.21 Billion
CAGR 2025-203028.40%
Fastest Growing SegmentCloud
Largest MarketNorth America

Key Market Drivers

The Global Digital Customer Experience and Service Automation Market is primarily driven by evolving customer expectations for personalized and seamless interactions. Consumers increasingly demand tailored content, real time assistance, and consistent experiences across every digital touchpoint, pushing businesses to move beyond generic service models toward individualized customer journeys.

Key Market Challenges

The persistent organizational siloed mentality presents a significant impediment to the growth of the Global Digital Customer Experience and Service Automation Market. This challenge prevents organizations from establishing a comprehensive view of the customer, as vital data and insights remain fragmented across various internal departments and disconnected digital channels. Such fragmentation directly undermines the core objective of digital customer experience initiatives, which is to deliver seamless and personalized interactions throughout the entire customer journey.

Key Market Trends

Generative AI Integration for Enhanced Customer Experiences is transforming customer interactions by enabling more dynamic, personalized, and contextually relevant engagements. This trend moves beyond traditional rule-based automation, leveraging generative AI models to produce human-like responses, create tailored content, and proactively address customer needs across various digital touchpoints. This integration enriches the overall customer journey by facilitating natural conversations with virtual assistants and generating personalized product recommendations.

Key Market Players

  • Salesforce, Inc.
  • Microsoft Corporation
  • Oracle Corporation
  • SAP SE
  • Adobe Inc.
  • Zendesk, Inc.
  • Pegasystems Inc.
  • NICE Systems Ltd.
  • Genesys Cloud Services, Inc.
  • Sitecore Corporation

Report Scope:

In this report, the Global Digital Customer Experience and Service Automation Market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Digital Customer Experience and Service Automation Market, By Analytical Tools:

  • EFM Software
  • Speech Analytics
  • Text Analytics
  • Web Analytics & Content Management
  • Others

Digital Customer Experience and Service Automation Market, By Deployment:

  • Cloud
  • On-premises

Digital Customer Experience and Service Automation Market, By Application:

  • Retail
  • BFSI
  • Telecom
  • Healthcare
  • Transportation & Logistics
  • Others

Digital Customer Experience and Service Automation Market, By Region:

  • North America
    • United States
    • Canada
    • Mexico
  • Europe
    • France
    • United Kingdom
    • Italy
    • Germany
    • Spain
  • South America
    • Brazil
    • Argentina
    • Colombia
  • Middle East & Africa
    • South Africa
    • Saudi Arabia
    • UAE
  • Asia Pacific
    • China
    • India
    • Japan
    • Australia
    • South Korea

Competitive Landscape

Company Profiles: Detailed analysis of the major companies presents in the Global Digital Customer Experience and Service Automation Market.

Available Customizations:

Global Digital Customer Experience and Service Automation Market report with the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

  • Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Product Overview

  • 1.1. Market Definition
  • 1.2. Scope of the Market
    • 1.2.1. Markets Covered
    • 1.2.2. Years Considered for Study
    • 1.2.3. Key Market Segmentations

2. Research Methodology

  • 2.1. Objective of the Study
  • 2.2. Baseline Methodology
  • 2.3. Key Industry Partners
  • 2.4. Major Association and Secondary Sources
  • 2.5. Forecasting Methodology
  • 2.6. Data Triangulation & Validation
  • 2.7. Assumptions and Limitations

3. Executive Summary

  • 3.1. Overview of the Market
  • 3.2. Overview of Key Market Segmentations
  • 3.3. Overview of Key Market Players
  • 3.4. Overview of Key Regions/Countries
  • 3.5. Overview of Market Drivers, Challenges, Trends

4. Voice of Customer

5. Global Digital Customer Experience and Service Automation Market Outlook

  • 5.1. Market Size & Forecast
    • 5.1.1. By Value
  • 5.2. Market Share & Forecast
    • 5.2.1. By Analytical Tools (EFM Software, Speech Analytics, Text Analytics, Web Analytics & Content Management, Others)
    • 5.2.2. By Deployment (Cloud, On-premises)
    • 5.2.3. By Application (Retail, BFSI, Telecom, Healthcare, Transportation & Logistics, Others)
    • 5.2.4. By Region
    • 5.2.5. By Company (2024)
  • 5.3. Market Map

6. North America Digital Customer Experience and Service Automation Market Outlook

  • 6.1. Market Size & Forecast
    • 6.1.1. By Value
  • 6.2. Market Share & Forecast
    • 6.2.1. By Analytical Tools
    • 6.2.2. By Deployment
    • 6.2.3. By Application
    • 6.2.4. By Country
  • 6.3. North America: Country Analysis
    • 6.3.1. United States Digital Customer Experience and Service Automation Market Outlook
      • 6.3.1.1. Market Size & Forecast
        • 6.3.1.1.1. By Value
      • 6.3.1.2. Market Share & Forecast
        • 6.3.1.2.1. By Analytical Tools
        • 6.3.1.2.2. By Deployment
        • 6.3.1.2.3. By Application
    • 6.3.2. Canada Digital Customer Experience and Service Automation Market Outlook
      • 6.3.2.1. Market Size & Forecast
        • 6.3.2.1.1. By Value
      • 6.3.2.2. Market Share & Forecast
        • 6.3.2.2.1. By Analytical Tools
        • 6.3.2.2.2. By Deployment
        • 6.3.2.2.3. By Application
    • 6.3.3. Mexico Digital Customer Experience and Service Automation Market Outlook
      • 6.3.3.1. Market Size & Forecast
        • 6.3.3.1.1. By Value
      • 6.3.3.2. Market Share & Forecast
        • 6.3.3.2.1. By Analytical Tools
        • 6.3.3.2.2. By Deployment
        • 6.3.3.2.3. By Application

7. Europe Digital Customer Experience and Service Automation Market Outlook

  • 7.1. Market Size & Forecast
    • 7.1.1. By Value
  • 7.2. Market Share & Forecast
    • 7.2.1. By Analytical Tools
    • 7.2.2. By Deployment
    • 7.2.3. By Application
    • 7.2.4. By Country
  • 7.3. Europe: Country Analysis
    • 7.3.1. Germany Digital Customer Experience and Service Automation Market Outlook
      • 7.3.1.1. Market Size & Forecast
        • 7.3.1.1.1. By Value
      • 7.3.1.2. Market Share & Forecast
        • 7.3.1.2.1. By Analytical Tools
        • 7.3.1.2.2. By Deployment
        • 7.3.1.2.3. By Application
    • 7.3.2. France Digital Customer Experience and Service Automation Market Outlook
      • 7.3.2.1. Market Size & Forecast
        • 7.3.2.1.1. By Value
      • 7.3.2.2. Market Share & Forecast
        • 7.3.2.2.1. By Analytical Tools
        • 7.3.2.2.2. By Deployment
        • 7.3.2.2.3. By Application
    • 7.3.3. United Kingdom Digital Customer Experience and Service Automation Market Outlook
      • 7.3.3.1. Market Size & Forecast
        • 7.3.3.1.1. By Value
      • 7.3.3.2. Market Share & Forecast
        • 7.3.3.2.1. By Analytical Tools
        • 7.3.3.2.2. By Deployment
        • 7.3.3.2.3. By Application
    • 7.3.4. Italy Digital Customer Experience and Service Automation Market Outlook
      • 7.3.4.1. Market Size & Forecast
        • 7.3.4.1.1. By Value
      • 7.3.4.2. Market Share & Forecast
        • 7.3.4.2.1. By Analytical Tools
        • 7.3.4.2.2. By Deployment
        • 7.3.4.2.3. By Application
    • 7.3.5. Spain Digital Customer Experience and Service Automation Market Outlook
      • 7.3.5.1. Market Size & Forecast
        • 7.3.5.1.1. By Value
      • 7.3.5.2. Market Share & Forecast
        • 7.3.5.2.1. By Analytical Tools
        • 7.3.5.2.2. By Deployment
        • 7.3.5.2.3. By Application

8. Asia Pacific Digital Customer Experience and Service Automation Market Outlook

  • 8.1. Market Size & Forecast
    • 8.1.1. By Value
  • 8.2. Market Share & Forecast
    • 8.2.1. By Analytical Tools
    • 8.2.2. By Deployment
    • 8.2.3. By Application
    • 8.2.4. By Country
  • 8.3. Asia Pacific: Country Analysis
    • 8.3.1. China Digital Customer Experience and Service Automation Market Outlook
      • 8.3.1.1. Market Size & Forecast
        • 8.3.1.1.1. By Value
      • 8.3.1.2. Market Share & Forecast
        • 8.3.1.2.1. By Analytical Tools
        • 8.3.1.2.2. By Deployment
        • 8.3.1.2.3. By Application
    • 8.3.2. India Digital Customer Experience and Service Automation Market Outlook
      • 8.3.2.1. Market Size & Forecast
        • 8.3.2.1.1. By Value
      • 8.3.2.2. Market Share & Forecast
        • 8.3.2.2.1. By Analytical Tools
        • 8.3.2.2.2. By Deployment
        • 8.3.2.2.3. By Application
    • 8.3.3. Japan Digital Customer Experience and Service Automation Market Outlook
      • 8.3.3.1. Market Size & Forecast
        • 8.3.3.1.1. By Value
      • 8.3.3.2. Market Share & Forecast
        • 8.3.3.2.1. By Analytical Tools
        • 8.3.3.2.2. By Deployment
        • 8.3.3.2.3. By Application
    • 8.3.4. South Korea Digital Customer Experience and Service Automation Market Outlook
      • 8.3.4.1. Market Size & Forecast
        • 8.3.4.1.1. By Value
      • 8.3.4.2. Market Share & Forecast
        • 8.3.4.2.1. By Analytical Tools
        • 8.3.4.2.2. By Deployment
        • 8.3.4.2.3. By Application
    • 8.3.5. Australia Digital Customer Experience and Service Automation Market Outlook
      • 8.3.5.1. Market Size & Forecast
        • 8.3.5.1.1. By Value
      • 8.3.5.2. Market Share & Forecast
        • 8.3.5.2.1. By Analytical Tools
        • 8.3.5.2.2. By Deployment
        • 8.3.5.2.3. By Application

9. Middle East & Africa Digital Customer Experience and Service Automation Market Outlook

  • 9.1. Market Size & Forecast
    • 9.1.1. By Value
  • 9.2. Market Share & Forecast
    • 9.2.1. By Analytical Tools
    • 9.2.2. By Deployment
    • 9.2.3. By Application
    • 9.2.4. By Country
  • 9.3. Middle East & Africa: Country Analysis
    • 9.3.1. Saudi Arabia Digital Customer Experience and Service Automation Market Outlook
      • 9.3.1.1. Market Size & Forecast
        • 9.3.1.1.1. By Value
      • 9.3.1.2. Market Share & Forecast
        • 9.3.1.2.1. By Analytical Tools
        • 9.3.1.2.2. By Deployment
        • 9.3.1.2.3. By Application
    • 9.3.2. UAE Digital Customer Experience and Service Automation Market Outlook
      • 9.3.2.1. Market Size & Forecast
        • 9.3.2.1.1. By Value
      • 9.3.2.2. Market Share & Forecast
        • 9.3.2.2.1. By Analytical Tools
        • 9.3.2.2.2. By Deployment
        • 9.3.2.2.3. By Application
    • 9.3.3. South Africa Digital Customer Experience and Service Automation Market Outlook
      • 9.3.3.1. Market Size & Forecast
        • 9.3.3.1.1. By Value
      • 9.3.3.2. Market Share & Forecast
        • 9.3.3.2.1. By Analytical Tools
        • 9.3.3.2.2. By Deployment
        • 9.3.3.2.3. By Application

10. South America Digital Customer Experience and Service Automation Market Outlook

  • 10.1. Market Size & Forecast
    • 10.1.1. By Value
  • 10.2. Market Share & Forecast
    • 10.2.1. By Analytical Tools
    • 10.2.2. By Deployment
    • 10.2.3. By Application
    • 10.2.4. By Country
  • 10.3. South America: Country Analysis
    • 10.3.1. Brazil Digital Customer Experience and Service Automation Market Outlook
      • 10.3.1.1. Market Size & Forecast
        • 10.3.1.1.1. By Value
      • 10.3.1.2. Market Share & Forecast
        • 10.3.1.2.1. By Analytical Tools
        • 10.3.1.2.2. By Deployment
        • 10.3.1.2.3. By Application
    • 10.3.2. Colombia Digital Customer Experience and Service Automation Market Outlook
      • 10.3.2.1. Market Size & Forecast
        • 10.3.2.1.1. By Value
      • 10.3.2.2. Market Share & Forecast
        • 10.3.2.2.1. By Analytical Tools
        • 10.3.2.2.2. By Deployment
        • 10.3.2.2.3. By Application
    • 10.3.3. Argentina Digital Customer Experience and Service Automation Market Outlook
      • 10.3.3.1. Market Size & Forecast
        • 10.3.3.1.1. By Value
      • 10.3.3.2. Market Share & Forecast
        • 10.3.3.2.1. By Analytical Tools
        • 10.3.3.2.2. By Deployment
        • 10.3.3.2.3. By Application

11. Market Dynamics

  • 11.1. Drivers
  • 11.2. Challenges

12. Market Trends & Developments

  • 12.1. Merger & Acquisition (If Any)
  • 12.2. Product Launches (If Any)
  • 12.3. Recent Developments

13. Global Digital Customer Experience and Service Automation Market: SWOT Analysis

14. Porter's Five Forces Analysis

  • 14.1. Competition in the Industry
  • 14.2. Potential of New Entrants
  • 14.3. Power of Suppliers
  • 14.4. Power of Customers
  • 14.5. Threat of Substitute Products

15. Competitive Landscape

  • 15.1. Salesforce, Inc.
    • 15.1.1. Business Overview
    • 15.1.2. Products & Services
    • 15.1.3. Recent Developments
    • 15.1.4. Key Personnel
    • 15.1.5. SWOT Analysis
  • 15.2. Microsoft Corporation
  • 15.3. Oracle Corporation
  • 15.4. SAP SE
  • 15.5. Adobe Inc.
  • 15.6. Zendesk, Inc.
  • 15.7. Pegasystems Inc.
  • 15.8. NICE Systems Ltd.
  • 15.9. Genesys Cloud Services, Inc.
  • 15.10. Sitecore Corporation

16. Strategic Recommendations

17. About Us & Disclaimer