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Digital Customer Experience and Service Automation Market

Digital Customer Experience and Service Automation (DXE) Market

  • Published Date : 06 Dec 2018
  • Infoholic Research
  • Category : ICT Media
  • Pages : 84

Digital Customer Experience and Service Automation (DXE) Market: Global Drivers, Restraints, Opportunities, Trends, and Forecast up to 2023
Overview:
Digital customer experience and service automation (DXE) is defined as the entire ecosystem that comprises the digital transformational components, which are elusive for the enablement of an optimal and cohesive digital service delivery. As real-time and efficient customer support is becoming a key mantra to success for any business entity, it is evident that most of the leading companies will have superior customer experience platforms within the next decade, with more than 90% of the CXOs of major organizations contemplating a significant enhancement in the overall customer experience delivered by the end of 2018.
With mounting pressure to address a huge number of requests (customer grievances/concerns) with varying levels of complexities, it becomes quite intriguing to turnaround within a short-stipulated timeframe. Evidently, digital innovations that include the use of intelligent bots to address and prioritize customer requests for optimal service delivery could bolster a new age trend in digital evolution.
Thus, this study covers both frontend digital platforms used by customers and the backend tools used internally for an enhanced omnichannel digital customer experience, to touch base on all the key aspects from the entire customer journey.
Market Analysis
According to Infoholic Research, the digital customer experience and service automation (DXE) market scope covered here in this study presents a huge market opportunity with a projected market size of $179 billion by 2023, growing at a CAGR of almost 29% during the forecast period. Increasing digital platforms and need to optimize the customer journey to maintain a competitive edge in the market are the key factors driving the market.
Market Segmentation Analysis
The report provides a wide-ranging evaluation of the market. It provides in-depth qualitative insights, historical data, and supportable projections and assumptions about the market size. The projections featured in the report have been derived using proven research methodologies and assumptions based on the vendor’s portfolio, blogs, whitepapers, and vendor presentations. Thus, the research report represents every side of the market and is segmented based on regional markets, offerings, and application areas across diverse end-use verticals.
Competitive Analysis
The report covers and analyzes the key vendors in the digital customer experience and service automation (DXE) market. The various organic as well as inorganic growth strategies like mergers & acquisitions, collaboration & partnerships, joint ventures, and few other strategies have been analyzed to establish their relevance to the market.
The report contains an in-depth analysis of the vendors profile, including recent developments and key product offerings that are pertinent to the market. The prominent vendors profiled in the study include Adobe, Salesforce, IBM, Oracle, SAP, Sitecore, and Episerver. There are numerous other vendors that have been studied based on the portfolio, geographical presence, marketing & distribution channels, revenue generation, and significant investments in R&D, for analysis of the entire ecosystem.
The report also includes the complete insight of the industry and aims to provide an opportunity for the emerging and established players to understand the market trends, current scenario, initiatives taken by the government, and the latest technologies related to the market. In addition, it helps the venture capitalists in understanding the companies better and to take informed decisions.
Regional Analysis
Even with a positive foundation in the North American region, inundated with the highest number of technology innovators and market disruptors, it has not directly translated to significantly high formal enterprise level strategic implementations. A large number of organizations in the region are still lagging behind their counterparts in some of the nations across APAC and Europe, with over 20% organizations still besieged in the planning phase and almost 25% with digital strategies started in siloes. Overall, the study is split into 4 major regions including North America, Europe-Middle East & Africa (EMEA), Asia Pacific (APAC), and Latin America, among which EMEA is expected to present the highest market share in terms of investment value over the entire forecast period.
Benefits
The report provides an in-depth analysis of the digital customer experience and service automation (DXE) market. The increasingly competitive market environment with widespread digital transformation initiatives represents attractive opportunities for all prominent key stakeholders in the market including service providers, OEMs, and digital software platform providers. The DXE offerings aim at creating seamless customer engagement and reduce operational silos, thereby creating a congenial and sustainable business environment. This report is directed to address opportunities for almost all key stakeholders including
• Application developers and solution vendors
• System integrators and resellers
• Professional training providers
• Managed service providers
• OEM vendors
• IT governance consultants, auditors, and manager
• End-users – consumers/enterprise users
Available Customization Options
The following customization options are available for this report:
• Trends in other application areas: manufacturing, education, energy & utilities, media & entertainment, etc.
• Country-specific trends and market analysis
• Additional company profiles 
Apart from this, with the existing market analysis, Infoholic Research can also offer a wide array of custom-tailored studies as per the company’s specific needs.
 
Companies Mentioned:
 Adobe, Salesforce, IBM, Oracle, SAP, Sitecore, and Episerver 
Country Covered:

 North America, Europe-Middle East & Africa (EMEA), Asia Pacific (APAC), and Latin America	
Table of Contents 
1 Report Outline 9
1.1 Research Objective 9
1.2 Market Definition and Scope 9
1.3 Report Assumptions and Methodology 10
2 Market Snapshot 12
2.1 Executive Summary 12
2.2 Related Markets 13
2.2.1 Digital Transformation 13
2.2.2 Artificial Intelligence 13
3 Market Outlook 15
3.1 Market Evolution 15
3.2 Market Trends and Impact 17
3.3 Market Dynamics 18
3.3.1 Drivers 18
3.3.1.1 Increasing number of digital platforms 18
3.3.1.2 Need for optimum customer journey 19
3.3.2 Restraints 19
3.3.2.1 Disillusioned existing omni-channel strategies 19
3.3.2.2 Data security and privacy concern 20
3.3.3 Opportunities 20
3.3.3.1 Account-based marketing 20
3.3.3.2 Robust and efficient business processes 20
3.3.4 DRO – Impact Analysis 21
4 Market Characteristics 22
4.1 Innovation Spotlight 22
4.2 Best Practices and Regulations 22
5 Components: Market Size & Analysis 24
5.1 Overview 24
5.2 DXE Ecosystem and Key Trends 24
6 Tools: Market Size & Analysis 26
6.1 Overview 26
6.2 Software 27
6.2.1 Customer Intelligence 28
6.2.2 Data Governance 29
6.2.3 Process Automation 30
6.2.4 Intelligent Apps and Recommendation Engine 31
6.2.5 Others 31
6.3 Hardware 32
6.3.1 Camera 33
6.3.2 Sensor Unit 33
6.3.3 Smart Digital Display 34
6.3.4 Others 34
7 Services: Market Size & Analysis 35
7.1 Overview 35
7.2 Training and Consulting 36
7.3 Support and Maintenance 36
7.4 Deployment and Integration 37
8 Application Area: Market Size & Analysis 38
8.1 Overview 38
8.2 Retail 39
8.2.1 Personalized Marketing 40
8.2.2 Pricing Optimization 40
8.2.3 Fraud Detection and Risk Assessment 41
8.3 Transportation and Logistics 42
8.3.1 Demand Responsive Transport 43
8.3.2 Automated Emergency and Incident Management 43
8.3.3 Driver and Passenger Assistance 43
8.4 BFSI  44
8.4.1 Personalised Recommendation 45
8.4.2 Fraud Detection and Risk Assessment 45
8.4.3 Digital Assistance 46
8.5 Telecom 46
8.5.1 Personalized Services 47
8.5.2 Risk Assessment 48
8.6 Healthcare 48
8.6.1 Personalized Patient Monitoring and Treatment 49
8.6.2 Digital Assistance 50
8.6.3 Medical Records Management and Security 50
9 Regions 51
9.1 Overview 51
9.2 North America 52
9.2.1 North America: DXE market overview 53
9.2.2 Market Analysis 53
9.2.2.1 North America DXE market analysis by components 54
9.2.2.1.1 Software 54
9.2.2.1.2 Hardware 55
9.2.2.1.3 Services 55
9.2.2.2 North America DXE market analysis by application areas 55
9.3 Europe, Middle East, and Africa (EMEA) 56
9.3.1 EMEA: DXE market overview 57
9.3.1.1 Europe: DXE market overview 57
9.3.1.2 Rest of EMEA: DXE market overview 58
9.3.2 Market Analysis 58
9.3.2.1 EMEA DXE market analysis by components 59
9.3.2.1.1 Software 59
9.3.2.1.2 Hardware 60
9.3.2.1.3 Services 60
9.3.2.2 EMEA DXE market analysis by application areas 60
9.4 Asia Pacific (APAC) 62
9.4.1 APAC: DXE market overview 63
9.4.1.1 APAC: DXE market overview 63
9.4.2 Market Analysis 64
9.4.2.1 APAC DXE market analysis by components 64
9.4.2.1.1 Software 65
9.4.2.1.2 Hardware 65
9.4.2.1.3 Services 66
9.4.2.2 APAC DXE market analysis by application areas 66
10 Competitive Landscape 68
11 Companies to watch for 69
11.1 Adobe 69
11.1.1 Overview 69
11.1.2 Geographic Presence 70
11.1.3 Offerings 70
11.1.4 Recent Developments 71
11.2 Salesforce 72
11.2.1 Overview 72
11.2.2 Geographic Presence 72
11.2.3 Offerings 73
11.2.4 Recent Developments 73
11.3 IBM 74
11.3.1 Overview 74
11.3.2 Geographic Presence 74
11.3.3 Offerings 75
11.3.4 Recent Developments 75
11.4 Oracle 76
11.4.1 Overview 76
11.4.2 Geographic Presence 76
11.4.3 Offerings 77
11.4.4 Recent Developments 77
11.5 SAP 78
11.5.1 Overview 78
11.5.2 Geographic Presence 78
11.5.3 Offerings 79
11.5.4 Recent Developments 79
12 Key Innovators 80
12.1 Sitecore 80
12.1.1 Overview 80
12.1.2 Offerings 80
12.2 Episerver 81
12.2.1 Overview 81
12.2.2 Offerings 81
13 Annexure 82
13.1 Acronyms 82
13.2 Additional Available Customizations 83

	Tables

TABLE 1 DXE AND SERVICE AUTOMATION MARKET SIZE BY TOOLS, 2016-2023 ($ BILLION) 26
TABLE 2 DXE MARKET SIZE BY SOFTWARE TOOL, 2016-2023 ($ BILLION) 28
TABLE 3 DXE MARKET SIZE BY SERVICES, 2016-2023 ($ BILLION) 35
TABLE 4 DXE MARKET SIZE BY APPLICATION AREA, 2016-2023 ($ BILLION) 38
TABLE 5 DXE MARKET SIZE BY REGIONS, 2016–2023 ($ BILLION) 52
TABLE 6 NORTH AMERICA: DXE MARKET SIZE BY COMPONENTS 2016-2023 ($ BILLION) 54
TABLE 7 NORTH AMERICA: DXE MARKET SIZE BY SOFTWARE TOOLS 2016-2023 ($ BILLION) 54
TABLE 8 NORTH AMERICA: DXE MARKET SIZE BY SERVICES 2016-2023 ($ BILLION) 55
TABLE 9 NORTH AMERICA: DXE MARKET SIZE BY APPLICATION AREA 2017-2023 ($ BILLION) 56
TABLE 10 EMEA: DXE MARKET SIZE BY COMPONENTS 2016-2023 ($ BILLION) 59
TABLE 11 EMEA: DXE MARKET SIZE BY SOFTWARE TOOLS 2016-2023 ($ BILLION) 59
TABLE 12 EMEA: DXE MARKET SIZE BY SERVICES 2016-2023 ($ BILLION) 60
TABLE 13 EMEA: DXE MARKET SIZE BY APPLICATION AREA 2017-2023 ($ BILLION) 61
TABLE 14 APAC: DXE MARKET SIZE BY COMPONENTS 2016-2023 ($ BILLION) 64
TABLE 15 APAC: DXE MARKET SIZE BY SOFTWARE TOOLS 2016-2023 ($ BILLION) 65
TABLE 16 APAC: DXE MARKET SIZE BY SERVICES 2016-2023 ($ BILLION) 66
TABLE 17 APAC: DXE MARKET SIZE BY APPLICATION AREA 2017-2023 ($ BILLION) 66
TABLE 18 KEY COMPETENCIES: COMPANIES TO WATCH FOR IN DXE MARKET 68
TABLE 19 ADOBE: SNAPSHOT (2017) 69
TABLE 20 SALESFORCE: SNAPSHOT 72
TABLE 21 IBM: SNAPSHOT (2017) 74
TABLE 22 ORACLE: SNAPSHOT 76
TABLE 23 SAP: SNAPSHOT 78
TABLE 24 SITECORE: SNAPSHOT 80
TABLE 25 EPISERVER: SNAPSHOT 81

 
 Charts

CHART 1 DXE MARKET SEGMENTATION 10
CHART 2 RESEARCH METHODOLOGY 11
CHART 3 DXE MARKET SIZE, 2016-2023 ($ BILLION) 12
CHART 4 DXE MARKET EVOLUTION 15
CHART 5 MARKET DYNAMICS – DRIVERS, RESTRAINTS & OPPORTUNITIES 18
CHART 6 DRO - IMPACT ANALYSIS OF DXE MARKET 21
CHART 8 ECOSYSTEM OF DIGITAL CUSTOMER EXPERIENCE AND SERVICE AUTOMATION 24
CHART 9 DXE MARKET SHARE BY COMPONENTS 2016-2023 25
CHART 10 DXE MARKET SIZE BY TOOLS 2016-2023 ($ BILLION) 26
CHART 11 DXE SOFTWARE TOOLS MARKET SHARE (2018-2023) 27
CHART 12 DXE: CUSTOMER INTELLIGENCE MARKET SIZE 2016-2023, ($ BILLION) 29
CHART 13 DXE: DATA GOVERNANCE MARKET SIZE 2016-2023, ($ BILLION) 29
CHART 14 DXE: PROCESS AUTOMATION MARKET SIZE 2016-2023, ($ BILLION) 30
CHART 15 DXE: INTELLIGENT APPS MARKET SIZE 2016-2023, ($ BILLION) 31
CHART 16 DXE: OTHERS MARKET SIZE 2016-2023, ($ BILLION) 32
CHART 17 DXE HARDWARE MARKET SHARE BY KEY HARDWARE TOOLS (2017) 32
CHART 18 DXE MARKET SIZE BY HARDWARE COMPONENTS, 2018–2023 ($ BILLION) 33
CHART 19 DXE MARKET SHARE BY SERVICES (2018 AND 2023) 35
CHART 20 DXE: TRAINING AND CONSULTING MARKET SIZE, 2016-2023 ($ BILLION) 36
CHART 21 DXE: SUPPORT AND MAINTENANCE MARKET SIZE, 2016-2023 ($ BILLION) 37
CHART 22 DXE: DEPLOYMENT AND INTEGRATION MARKET SIZE, 2016-2023 ($ BILLION) 37
CHART 23 DXE MARKET SHARE BY APPLICATION AREA (2018 AND 2023) 38
CHART 24 DXE: RETAIL APPLICATION MARKET SIZE, 2016–2023 ($ BILLION) 39
CHART 25 DXE: RETAIL APPLICATION AREAS MARKET POTENTIAL IN 2018 40
CHART 26 DXE: TRANSPORTATION APPLICATION MARKET SIZE, 2016–2023 ($ BILLION) 42
CHART 27 DXE: TRANSPORTATION APPLICATION AREAS MARKET POTENTIAL IN 2018 43
CHART 28 DXE: BFSI APPLICATION MARKET SIZE, 2016–2023 ($ BILLION) 44
CHART 29 DXE: TELECOM APPLICATION MARKET SIZE, 2016–2023 ($ BILLION) 47
CHART 30 DXE: HEALTHCARE APPLICATION MARKET SIZE, 2016 AND 2023 ($ BILLION) 49
CHART 31 DXE MARKET SHARE (2018 AND 2023) BY REGIONS 51
CHART 32 KEY INSIGHTS 53
CHART 33 NORTH AMERICA: DXE MARKET SIZE, 2016-2023 ($ BILLION) 53
CHART 34 NORTH AMERICA: DXE SOFTWARE TOOLS MARKET SHARE (2018-2023) 54
CHART 35 NORTH AMERICA: DXE HARDWARE MARKET SHARE BY KEY HARDWARE TOOLS (2017) 55
CHART 36 NORTH AMERICA: DXE SERVICES MARKET SHARE (2018-2023) 55
CHART 37 NORTH AMERICA: DXE APPLICATION AREAS MARKET SIZE (2016-2023) 56
CHART 38 KEY INSIGHTS OF EUROPE DXE MARKET 57
CHART 39 EMEA: DXE MARKET SIZE, 2016-2023 ($ BILLION) 58
CHART 40 EMEA: DXE SOFTWARE TOOLS MARKET SHARE (2018-2023) 59
CHART 41 EMEA: DXE HARDWARE MARKET SHARE BY KEY HARDWARE TOOLS (2017) 60
CHART 42 EMEA: DXE SERVICES MARKET SHARE (2018-2023) 60
CHART 43 EMEA: DXE APPLICATION AREAS MARKET SIZE (2016-2023) 61
CHART 44 KEY INSIGHTS OF APAC DXE MARKET 63
CHART 45 APAC: DXE MARKET SIZE, 2016-2023 ($ BILLION) 64
CHART 46 APAC: DXE SOFTWARE TOOLS MARKET SHARE (2018-2023) 65
CHART 47 APAC: DXE HARDWARE MARKET SHARE BY KEY HARDWARE TOOLS (2017) 65
CHART 48 APAC: DXE SERVICES MARKET SHARE (2018-2023) 66
CHART 49 APAC: DXE APPLICATION AREAS MARKET SIZE (2016-2023) 67
CHART 50 ADOBE: GEOGRAPHIC PRESENCE (OVERALL BUSINESS REVENUE SPLIT) 70
CHART 51 SALESFORCE: GEOGRAPHIC PRESENCE (OVERALL BUSINESS REVENUE SPLIT) 72
CHART 52 IBM: GEOGRAPHIC PRESENCE (OVERALL BUSINESS REVENUE SPLIT) 74
CHART 53 ORACLE: GEOGRAPHIC PRESENCE (OVERALL BUSINESS REVENUE SPLIT) 76
CHART 54 SAP: GEOGRAPHIC PRESENCE (OVERALL BUSINESS REVENUE SPLIT) 78


 

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