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North America Customer Journey Analytics Market

North America Customer Journey Analytics Market Size, Share: By Component: Solutions, Services; By Deployment: On-Premises, Cloud; By Application: Customer Segmentation and Targeting, Customer Behavioural Analysis, Others; By Touchpoint; By Organisation Size; By Industry Vertical; Regional Analysis; Competitive Landscape; 2024-2032

North America Customer Journey Analytics Market Outlook

The North America customer journey analytics market size was approximately USD 1.54 billion in 2023. The market is assessed to grow at a CAGR of 10.3% between 2024 and 2032, reaching a value of USD 3.76 billion by 2032.

 

Key Trends in the Market

Customer journey analytics is a process that involves understanding the impact of customer interactions with a business. The process includes the analysis of various factors such as customer needs, customer satisfaction scores, customer effort scores, and survey results. By analysing the customer journey, a business can gain insights for improving the experience of its customers and meeting their evolving needs.

 

  • The North America customer journey analytics market growth is being supported by the rising digital transformation by organisations. By analysing data collected from customer journeys, organisations can identify challenges and opportunities to ameliorate the customer experience and increase their engagement and loyalty. Customer journey analytics possess multiple advantages, including enhanced customer retention, increased revenue, better allocation of resources, and improvement in decision-making.
  • One of the key factors supporting the North America customer journey analytics market expansion is the integration of customer journey analytics solutions with technologies like artificial intelligence and machine learning. Such technologies use data sources such as past purchase behaviour, social media activity, and website engagement to analyse a customer’s journey.
  • Customer journey analytics is crucial for overall business growth as it emphasises revenue boost and customer acquisition. Hence, it is widely used in different sectors, including IT and telecommunication, healthcare, hospitality, and banking, financial services, and insurance (BFSI), among others.
  • The launch of innovative solutions by key players is supporting the North America customer journey analytics market demand. For instance, in November 2023, Monetate, an American software company, launched customer journey analytics to create personal and meaningful connections between customers and brands. With this solution, users get to test and personalise their merchandise and gain a better understanding of consumers’ interactions throughout their journey.

 

North America Customer Journey Analytics Market Segmentation

Based on component, the market is segmented into solutions and services. On the basis of deployment, the market can be categorised into on-premises and cloud. Based on application, the market is divided into customer segmentation and targeting, customer behavioural analysis, brand management, campaign management, and product management, among others.

 

Based on touchpoint, the market is classified into web, social media, mobile, e-mail, branch or store, and call centre, among others. On the basis of organisation size, the market is divided into large enterprises and small and medium enterprises.

 

Based on industry vertical, the market is segmented into BFSI, IT and telecommunications, retail and e-commerce, healthcare, media and entertainment, and transportation and logistics, among others. Based on country, the market is bifurcated into the United States of America and Canada.

 

The comprehensive EMR report provides an in-depth assessment of the market based on the Porter's five forces model along with giving a SWOT analysis. The report gives a detailed analysis of the following key players in the North America customer journey analytics market, covering their competitive landscape and the latest developments like mergers, acquisitions, investments, and expansion plans.

 

  • Oracle Corp. 
  • Adobe Inc. 
  • Salesforce, Inc. 
  • NICE Ltd. 
  • Microsoft Corp 
  • Genesys Cloud Services, Inc. 
  • CallMiner, Inc.
  • Alterian Software Holdings, LLC 
  • Teradata Corp. 
  • Verint Systems, Inc. 
  • Others

 

Market Share by Industry Vertical

The BFSI sector holds a significant portion of the North America customer journey analytics market share. Financial service providers are using data and analytics to enhance customer experience. These organisations gather information from various sources and analyse account activity to better understand customer needs.

 

Customers interact with various financial service providers for services related to banks, insurance, retirement, and annuities. This interaction is done through various portals, including phones, e-mails, chatbots, and chat messengers, among others. These interactions are important as it gives BFSI organisations a better understanding of their customer’s needs.

 

Market Share by Touchpoint

As per the North America customer journey analytics market analysis, the rising popularity of social media platforms is aiding the market expansion. The number of social media users in the United States is approximately 302.35 million, while Canada has around 33.1 million social media users, with Facebook being the most popular social media platform.

 

Conventional methods for understanding customers' needs and preferences may not encompass the full range of their consumption behaviour. With the prevalence of social media, organisations can conduct customer journey mapping to better comprehend customers' objectives, motivations, and experiences at each stage of their journey to optimise their experiences.

 

On the other hand, traditional feedback-gathering methods like interviews and surveys used in stores give a personalised touch to the customer-business interaction. It also promotes flexibility and data accuracy, which helps companies to better understand the responses and needs of customers.

 

Competitive Landscape

Salesforce, Inc. is an American cloud-based software company with its headquarters in San Francisco, California. It operates in various industries, such as automotive, manufacturing, communications, consumer goods, education, energy and utilities, and financial services, among others.

 

Adobe Inc. was founded in 1982 and is headquartered in California, the United States. It is an American multinational computer software company. Businesses can gain valuable insight into customer journeys with Adobe’s cross-channel customer analytics solutions that provide real-time experiences.

 

Microsoft Corp. was founded in 1975 and is an American multinational technology corporation headquartered in Washington. It has developed different products in the realm of technology, including Azure, Dynamics 365, Microsoft Security, Github, and HoloLens 2, among others.

 

Other North America customer journey analytics market players include Oracle Corp., NICE Ltd., Genesys Cloud Services, Inc., CallMiner, Inc., Alterian Software Holdings, LLC, Teradata Corp., and Verint Systems, Inc. among others.

 

Key Highlights of the Report

REPORT FEATURES DETAILS
Base Year 2023
Historical Period 2018-2023
Forecast Period 2024-2032
Scope of the Report

Historical and Forecast Trends, Industry Drivers and Constraints, Historical and Forecast Market Analysis by Segment:

  • Component
  • Deployment
  • Application
  • Touchpoint
  • Organisation Size
  • Industry Vertical
  • Region
Breakup by Component
  • Solutions
  • Services
Breakup by Deployment
  • On-Premises
  • Cloud
Breakup by Application
  • Customer Segmentation and Targeting
  • Customer Behavioural Analysis
  • Brand Management
  • Campaign Management
  • Product Management
  • Others
Breakup by Touchpoint
  • Web
  • Social Media
  • Mobile
  • E-Mail
  • Branch or Store
  • Call Centre
  • Others
Breakup by Organisation Size
  • Large Enterprises
  • Small and Medium Enterprises
Breakup by Industry Vertical
  • BFSI
  • IT and Telecommunications
  • Retail and E-Commerce
  • Healthcare
  • Media and Entertainment
  • Transportation and Logistics
  • Others
Breakup by Region
  • United States of America 
  • Canada
Market Dynamics
  • SWOT Analysis
  • Porter's Five Forces Analysis
  • Key Indicators for Demand
  • Key Indicators for Price
Competitive Landscape
  • Market Structure
  • Company Profiles
    • Company Overview
    • Product Portfolio
    • Demographic Reach and Achievements
    • Certifications
Companies Covered
  • Oracle Corp.
  • Adobe Inc.
  • Salesforce, Inc.
  • NICE Ltd.
  • Microsoft Corp
  • Genesys Cloud Services, Inc.
  • CallMiner, Inc.
  • Alterian Software  Holdings, LLC
  • Teradata Corp.
  • Verint Systems, Inc.
  • Others

 

*At Expert Market Research, we strive to always give you current and accurate information. The numbers depicted in the description are indicative and may differ from the actual numbers in the final EMR report.

1    Preface
2    Report Coverage – Key Segmentation and Scope
3    Report Description
    3.1    Market Definition and Outlook
    3.2    Properties and Applications
    3.3    Market Analysis
    3.4    Key Players
4    Key Assumptions
5    Executive Summary
    5.1    Overview
    5.2    Key Drivers    
    5.3    Key Developments
    5.4    Competitive Structure
    5.5    Key Industrial Trends
6    Market Snapshot
7    Opportunities and Challenges in the Market
8    Global Customer Journey Analytics Market Overview
    8.1    Key Industry Highlights
    8.2    Global Customer Journey Analytics Historical Market (2018-2023) 
    8.3    Global Customer Journey Analytics Market Forecast (2024-2032)
    8.4    Global Customer Journey Analytics Market Share by Region
        8.4.1    North America
        8.4.2    Europe
        8.4.3    Asia Pacific
        8.4.4    Latin America
        8.4.5    Middle East and Africa
9    North America Customer Journey Analytics Market Overview
    9.1    Key Industry Highlights
    9.2    North America Customer Journey Analytics Historical Market (2018-2023) 
    9.3    North America Customer Journey Analytics Market Forecast (2024-2032)
10    North America Customer Journey Analytics Market by Component
    10.1    Solutions
        10.1.1    Historical Trend (2018-2023)
        10.1.2    Forecast Trend (2024-2032)
    10.2    Services
        10.2.1    Historical Trend (2018-2023)
        10.2.2    Forecast Trend (2024-2032)
11    North America Customer Journey Analytics Market by Deployment
    11.1    On-Premises
        11.1.1    Historical Trend (2018-2023)
        11.1.2    Forecast Trend (2024-2032)
    11.2    Cloud
        11.2.1    Historical Trend (2018-2023)
        11.2.2    Forecast Trend (2024-2032)
12    North America Customer Journey Analytics Market by Application
    12.1    Customer Segmentation and Targeting
        12.1.1    Historical Trend (2018-2023)
        12.1.2    Forecast Trend (2024-2032)
    12.2    Customer Behavioural Analysis
        12.2.1    Historical Trend (2018-2023)
        12.2.2    Forecast Trend (2024-2032)
    12.3    Brand Management
        12.3.1    Historical Trend (2018-2023)
        12.3.2    Forecast Trend (2024-2032)
    12.4    Campaign Management
        12.4.1    Historical Trend (2018-2023)
        12.4.2    Forecast Trend (2024-2032)
    12.5    Product Management
        12.5.1    Historical Trend (2018-2023)
        12.5.2    Forecast Trend (2024-2032)
    12.6    Others
13    North America Customer Journey Analytics Market by Touchpoint
    13.1    Web
        13.1.1    Historical Trend (2018-2023)
        13.1.2    Forecast Trend (2024-2032)
    13.2    Social Media
        13.2.1    Historical Trend (2018-2023)
        13.2.2    Forecast Trend (2024-2032)
    13.3    Mobile
        13.3.1    Historical Trend (2018-2023)
        13.3.2    Forecast Trend (2024-2032)
    13.4    E-Mail
        13.4.1    Historical Trend (2018-2023)
        13.4.2    Forecast Trend (2024-2032)
    13.5    Branch or Store
        13.5.1    Historical Trend (2018-2023)
        13.5.2    Forecast Trend (2024-2032)
    13.6    Call Centre
        13.6.1    Historical Trend (2018-2023)
        13.6.2    Forecast Trend (2024-2032)
    13.7    Others
14    North America Customer Journey Analytics Market by Organisation Size
    14.1    Large Enterprises
        14.1.1    Historical Trend (2018-2023)
        14.1.2    Forecast Trend (2024-2032)
    14.2    Small and Medium Enterprises
        14.2.1    Historical Trend (2018-2023)
        14.2.2    Forecast Trend (2024-2032)
15    North America Customer Journey Analytics Market by Industry Vertical
    15.1    BFSI
        15.1.1    Historical Trend (2018-2023)
        15.1.2    Forecast Trend (2024-2032)
    15.2    IT and Telecommunications
        15.2.1    Historical Trend (2018-2023)
        15.2.2    Forecast Trend (2024-2032)
    15.3    Retail and E-Commerce
        15.3.1    Historical Trend (2018-2023)
        15.3.2    Forecast Trend (2024-2032)
    15.4    Healthcare
        15.4.1    Historical Trend (2018-2023)
        15.4.2    Forecast Trend (2024-2032)
    15.5    Media and Entertainment
        15.5.1    Historical Trend (2018-2023)
        15.5.2    Forecast Trend (2024-2032)
    15.6    Transportation and Logistics
        15.6.1    Historical Trend (2018-2023)
        15.6.2    Forecast Trend (2024-2032)
    15.7    Others
16    North America Customer Journey Analytics Market by Country
    16.1    United States of America
        16.1.1    Historical Trend (2018-2023)
        16.1.2    Forecast Trend (2024-2032)
    16.2    Canada
        16.2.1    Historical Trend (2018-2023)
        16.2.2    Forecast Trend (2024-2032)
17    Market Dynamics
    17.1    SWOT Analysis
        17.1.1    Strengths
        17.1.2    Weaknesses
        17.1.3    Opportunities
        17.1.4    Threats
    17.2    Porter’s Five Forces Analysis
        17.2.1    Supplier’s Power
        17.2.2    Buyer’s Power
        17.2.3    Threat of New Entrants
        17.2.4    Degree of Rivalry
        17.2.5    Threat of Substitutes
    17.3    Key Indicators of Demand
    17.4    Key Indicators of Price
18    Competitive Landscape
    18.1    Market Structure
    18.2    Company Profiles
        18.2.1    Oracle Corp. 
            18.2.1.1    Company Overview
            18.2.1.2    Product Portfolio
            18.2.1.3    Demographic Reach and Achievements
            18.2.1.4    Certifications
        18.2.2    Adobe Inc. 
            18.2.2.1    Company Overview
            18.2.2.2    Product Portfolio
            18.2.2.3    Demographic Reach and Achievements
            18.2.2.4    Certifications
        18.2.3    Salesforce, Inc. 
            18.2.3.1    Company Overview
            18.2.3.2    Product Portfolio
            18.2.3.3    Demographic Reach and Achievements
            18.2.3.4    Certifications
        18.2.4    NICE Ltd. 
            18.2.4.1    Company Overview
            18.2.4.2    Product Portfolio
            18.2.4.3    Demographic Reach and Achievements
            18.2.4.4    Certifications
        18.2.5    Microsoft Corp 
            18.2.5.1    Company Overview
            18.2.5.2    Product Portfolio
            18.2.5.3    Demographic Reach and Achievements
            18.2.5.4    Certifications
        18.2.6    Genesys Cloud Services, Inc. 
            18.2.6.1    Company Overview
            18.2.6.2    Product Portfolio
            18.2.6.3    Demographic Reach and Achievements
            18.2.6.4    Certifications
        18.2.7    CallMiner, Inc.  
            18.2.7.1    Company Overview
            18.2.7.2    Product Portfolio
            18.2.7.3    Demographic Reach and Achievements
            18.2.7.4    Certifications
        18.2.8    Alterian Software  Holdings, LLC 
            18.2.8.1    Company Overview
            18.2.8.2    Product Portfolio
            18.2.8.3    Demographic Reach and Achievements
            18.2.8.4    Certifications
        18.2.9    Teradata Corp. 
            18.2.9.1    Company Overview
            18.2.9.2    Product Portfolio
            18.2.9.3    Demographic Reach and Achievements
            18.2.9.4    Certifications
        18.2.10    Verint Systems, Inc. 
            18.2.10.1    Company Overview
            18.2.10.2    Product Portfolio
            18.2.10.3    Demographic Reach and Achievements
            18.2.10.4    Certifications
        18.2.11    Others
19    Key Trends and Developments in the Market


List of Key Figures and Tables

1.    Global Customer Journey Analytics Market: Key Industry Highlights, 2018 and 2032
2.    North America Customer Journey Analytics Market: Key Industry Highlights, 2018 and 2032
3.    North America Customer Journey Analytics Historical Market: Breakup by Component (USD Billion), 2018-2023
4.    North America Customer Journey Analytics Market Forecast: Breakup by Component (USD Billion), 2024-2032
5.    North America Customer Journey Analytics Historical Market: Breakup by Deployment (USD Billion), 2018-2023
6.    North America Customer Journey Analytics Market Forecast: Breakup by Deployment (USD Billion), 2024-2032
7.    North America Customer Journey Analytics Historical Market: Breakup by Application (USD Billion), 2018-2023
8.    North America Customer Journey Analytics Market Forecast: Breakup by Application (USD Billion), 2024-2032
9.    North America Customer Journey Analytics Historical Market: Breakup by Touchpoint (USD Billion), 2018-2023
10.    North America Customer Journey Analytics Market Forecast: Breakup by Touchpoint (USD Billion), 2024-2032
11.    North America Customer Journey Analytics Historical Market: Breakup by Organisation Size (USD Billion), 2018-2023
12.    North America Customer Journey Analytics Market Forecast: Breakup by Organisation Size (USD Billion), 2024-2032
13.    North America Customer Journey Analytics Historical Market: Breakup by Industry Vertical (USD Billion), 2018-2023
14.    North America Customer Journey Analytics Market Forecast: Breakup by Industry Vertical (USD Billion), 2024-2032
15.    North America Customer Journey Analytics Historical Market: Breakup by Country (USD Billion), 2018-2023
16.    North America Customer Journey Analytics Market Forecast: Breakup by Country (USD Billion), 2024-2032
17.    North America Customer Journey Analytics Market Structure

Key Questions Answered in the Report

What was the North America customer journey analytics market value in 2023?

In 2023, the market reached an approximate value of USD 1.54 billion.

What is the growth rate of the market?

The market is estimated to grow at a CAGR of 10.3% between 2024 and 2032.

What is the North America customer journey analytics market forecast for 2024-2032?

The market is pro to witness a healthy growth in the forecast period of 2024-2032 to reach a value of around USD 3.76 billion by 2032.

What are the major market drivers?

The market is being driven by rapid digital transformation and the growing attempts by organisations to enhance their customer experiences.

What are the key North America customer journey analytics market trends?

The key trends aiding the market expansion include the rising awareness regarding the numerous advantages of customer journey analytics, advancements of technologies like artificial intelligence and machine learning, and the growing application of customer journey analytics in the BFSI sector.

What are the major types of components of customer journey analytics?

The major types of components are solutions and services.

What are the different industry verticals in the market?

The different industry verticals in the market are BFSI, IT and telecommunications, retail and e-commerce, healthcare, media and entertainment, and transportation and logistics, among others.

Who are the key players, according to the North America customer journey analytics market?

The major players in the market Oracle Corp., Adobe Inc., Salesforce, Inc., NICE Ltd., Microsoft Corp, Genesys Cloud Services, Inc., CallMiner, Inc., Alterian Software Holdings, LLC, Teradata Corp., and Verint Systems, Inc., among others.

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