Customer Journey Mapping Software Global Market Report 2023 – By Component (Software, Services, Consulting Services), By Organization Size (Small and Medium Enterprises, Large Enterprises), By Deployment (On Premise, Cloud based), By End Users (BFSI, Retail And Consumer Goods, Media And Entertainment, Healthcare And Pharmaceutical, Automotive, IT And Telecommunication, Travel And Hospitality, Education, Other End Users) – Market Size, Trends, And Global Forecast 2023-2032

Customer engagement solutions refer to solutions that can improve and automate customer self-service options. It helps the live agent concentrate on other requests, such as calls or chat requests. This also helps to improve customer loyalty. Customer engagement solutions used to solve problems without requiring a support team. The main types of components in customer engagement solutions are solutions and services. A customer engagement solution can range from a live chat tool that allows communicating with customers through your service channel(s) to enterprise-level software that covers every single touchpoint a user has during their sales journey with your company. The different deployment types include on-premise, cloud, and involve various organization sizes such as small and medium enterprises, large enterprises. it is employed in BFSI, consumer goods and retail, telecommunication, healthcare and life sciences, automotive and transportation, media and entertainment, travel and hospitality, manufacturing, and other verticals. The global customer engagement solution market is segmented - 1) By Component: Solution, Services 2) By Deployment Type: On-Premise, Cloud 3) By Organization Size: Small and Medium Enterprises, Large Enterprises 4) By Vertical: BFSI, Consumer Goods and Retail, Telecommunication, Healthcare and Life Sciences, Automotive and Transportation, Media and Entertainment, Travel and Hospitality, Manufacturing, Other Verticals The global customer engagement solution market size will grow from $17.86 billion in 2022 to $20.43 billion in 2023 at a compound annual growth rate (CAGR) of 14.4%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The market size of the customer engagement solution is expected to grow to $31.94 billion in 2027 at a CAGR of 11.8%. The high penetration of the internet is expected to propel the growth of the customer engagement solutions market going forward. The Internet refers to a worldwide network that helps to transmit a variety of data and media across interconnected devices. The Internet is used in customer engagement solutions for answering customer questions digitally using tools such as email, social media, live chat, and messaging apps. For instance, in March 2021, according to Internet World Stats, a US-based internet statistics providing company, internet users rose from 4.5 billion in June 2019 to 5.1 billion in 2021 worldwide with a penetration rate of 65.6%. In addition, on an average global Internet, users are spending 6 hours and 43 minutes online every day. Therefore, the high penetration of the internet is driving the customer engagement solutions market share. Major players in the customer engagement solution market are Aspect Software Inc., Avaya Inc., Calabrio Inc., Genesys, IBM Corporation, Microsoft Corporation, NICE Systems Ltd., Nuance Communications Inc., OpenText Corporation, Oracle Corporation, Pegasystems Inc., Pitney Bowes Inc., Salesforce Inc., SAP SE, ServiceNow Inc., SugarCRM Inc., Verint Systems Inc., Zendesk Inc., Bpmonline, Crmnext, eGain Corporation, Eptica, Freshworks Inc., Ifs-Mplsystems, and Lithium Technologies LLC. Technological innovations are the key trends gaining popularity in the customer engagement solutions market. Major companies operating in the customer engagement solutions sector are introducing new technological innovations to reinforce their position in the market. For instance, In October 2022, CSG International, a US-based business support systems software and services provider, launched CSG Xponent Ignite, a customer engagement solution built from industry-specific expertise that enables businesses to quickly deploy, engage and deliver quantifiable experiences aligned with their goals. It can hyper-personalize customer communications on their preferred engagement channels. It can also provide patients with the extraordinary experiences they get from their favorite consumer brands. In November 2021, Exotel, an India-based cloud telephony platform that powers communication for enterprises, such as startups and small and medium enterprises, acquired Cognos AI for an undisclosed amount. This acquisition helps Exotel to expand its business into new markets such as the Middle East and Southeast Asia. Congo AI is an India-based company that provides customer engagement solutions. North America was the largest region in the customer engagement solutions market in 2022. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer engagement solutions market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, the Middle East, and Africa. The countries covered in the customer engagement solutions market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, the UK, and the USA. The customer engagement solutions market includes revenues earned by entities by providing services such as SMS and email solutions, interactive personalized video solutions, chatbot solutions, digital self-service solutions, print-to-digital solutions, and digital archiving solutions. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The customer engagement solutions market research report is one of a series of new reports from The Business Research Company that provides customer engagement solutions market statistics, including customer engagement solutions industry global market size, regional shares, competitors with a customer engagement solutions market share, detailed customer engagement solutions market segments, market trends and opportunities, and any further data you may need to thrive in the customer engagement solutions industry. This customer engagement solutions market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future state of the industry.

The customer analytics refer to the tools and processes that firms employ to derive customer insights and make business choices by analyzing customer behaviour data. It is used to improve customer conversion, engagement, and retention. The main solutions in customer analytics include social media analytical tools, dashboard, extract transform load or data management, web analytical tool, reporting, voice of customer (VOC), and analytical tools. Social media analytical tools refer to a tool that tracks, evaluates, and subsequently improves the performance of social media. It comprises of graphical dashboard and data visualization techniques that provide the users a clear knowledge of the performance of their social media presence. These solutions are used by enterprises such as large enterprises, small and medium-sized enterprises (SMEs) and are deployed on-premises and cloud. They are applied on brand management, campaign management, churn management, customer behavioral analysis, product management, and others. These solutions are used by industries ranging from BFSI, wholesale and retail, telecommunication and IT, utilities, healthcare, travel and hospitality, and others. The global customer analytics market is segmented - 1) By Solution: Social Media Analytical Tools, Dashboard, Extract Transform Load or Data Management, Web Analytical Tool, Reporting, Voice of Customer (VOC), Analytical Tools 2) By Organization Size: Large Enterprises, Small and Medium-Sized Enterprises (SMEs) 3) By Deployment Mode: On-Premises, Cloud 4) By Application: Brand Management, Campaign Management, Churn Management, Customer Behavioral Analysis, Product Management, Other Applications 5) By End-User: BFSI, Wholesale and Retail, Telecommunication and IT, Utilities, Healthcare, Travel and Hospitality, Others End Users The global customer analytics market size will grow from $8.88 billion in 2022 to $10.57 billion in 2023 at a compound annual growth rate (CAGR) of 19.1%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The market size of the customer analytics is expected to grow to $21.07 billion in 2027 at a CAGR of 18.8%. The rising demand for improved customer satisfaction is significantly contributing to the growth of the customer analytics market. The demand for improved customer satisfaction is rising due to the need to retain customers, gain a competitive advantage, enhance customer loyalty, boost brand reputation, and overall business growth. This need for improved customer satisfaction will lead to significant demand for customer analytics as it assists in identifying activities that result in pleased or unsatisfied customers by analyzing customer behavioral data. Companies undertaking customer analytics may identify tendencies creating unhappiness and execute strategies to retain current customers. For instance, the January 2022 UK Customer Satisfaction Index (UKCSI) increased by 1.6 points from the previous year, which is now 78.4 (out of 100). There has been a massive increase in individuals willing to pay more for better service - up 8.1% points since the COVID-19 pandemic began. This signifies that the need for improved customer satisfaction is growing, and it is a priority for organizations. Therefore, the rising demand for improved customer satisfaction will drive the customer analytics market growth. Major players in the customer analytics market are Adobe Systems Inc., Google, IBM Corporation, Microsoft, Oracle Corporation, Salesforce, SAP AG, SAS Institute, Teradata Corporation, Verint Systems Inc., Actuate Software Corporation, Angoss Software Corporation, Fair Isaac Corporation, Manthan Systems, and Mixpanel. The strategic partnership is a key trend in the customer analytics market. Key companies enter into strategic partnerships to enhance customer analytics solutions by leveraging each other's expertise, technology, and resources for improving the overall customer experience. These partnerships also help companies to strengthen their market position. For instance, in May 2022, ADA, Malaysia-based analytics, data, and artificial intelligence (AI) company, and Treasure Data, a US-based global customer data platform (CDP) company announced a strategic collaboration. The strategic alliance seeks to offer end-to-end enterprise customer-centric solutions to 10 South and Southeast Asian markets, including South Korea. This collaboration will assist organizations in improving and personalizing the customer journey while communicating effectively and managing data gaps. This will be enabled by combining Treasure Data's smart CDP capabilities and ADA's analytics, data, and AI solutions with consumer models. It will use a CDP with a single customer view, supporting the design and unifying data, activating platforms from media to mobile to web to CRO (conversion rate optimization), and providing full technical support. In February 2020, Salesforce, an American cloud-based software company that provides complete cloud solutions to its customers to enhance their personalization and CDP platforms acquired Evergage for an undisclosed amount. The acquisition helps Salesforce fill gaps in marketing cloud offerings and adds a real-time focus on the web and applications. Evergage is an American cloud-based software company that allows its users to collect, analyze and respond to user behavior on websites. North America was the largest region in the customer analytics market in 2022. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer analytics market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, the Middle East, and Africa. The countries covered in the customer analytics market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, and USA. The customer analytics market includes revenues earned by entities providing predictive analytics services, data visualization, information management, and segmentation, used in customer analytics for direct marketing, site selection, and customer relationship management. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The customer analytics market research report is one of a series of new reports from The Business Research Company that provides customer analytics market statistics, including Customer analytics industry global market size, regional shares, competitors with a customer analytics market share, detailed customer analytics market segments, market trends and opportunities, and any further data you may need to thrive in the customer analytics industry. This customer analytics market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenarios of the industry.

Customer journey analytics refer to evaluating customer behavior across touchpoints and time to determine how customer behavior affects behavior outcomes. The methods for customer journey analytics are predictive analytics, real-time analytics, and customer segmentation. The customer journey analytics are used to assist organizations in activating and improving engagement throughout the customer journey with their accessible, collaborative interface. The main components of customer journey analytics are solutions and services. Solution refers to applications that enable businesses to manage the customer experience across channels and interfaces. The various organization levels in customer journey analytics are large enterprises, small and medium-sized enterprises (SMEs) that use several data sources such as the web, social media, mobile, email, stores, call centers, and others. The different applications include customer segmentation and targeting, customer behavioral analysis, customer churn analysis, brand management, campaign management, product management, and others. It is employed in BFSI, IT and telecom, healthcare, retail and eCommerce, government and defense, media and entertainment, manufacturing, and other industry verticals. The global customer journey analytics market is segmented - 1) By Component: Solution, Services 2) By Organization Size: Large Enterprises, Small and Medium-sized Enterprises (SMEs) 3) By Data Source: Web, Social Media, Mobile, Email, Store, Call Center, Other Data Sources 4) By Application: Customer Segmentation and Targeting, Customer Behavioral Analysis, Customer Churn Analysis, Brand Management, Campaign Management, Product Management, Other Applications 5) By Industry Vertical: BFSI, IT And Telecom, Healthcare, Retail And eCommerce, Government And Defense, Media And Entertainment, Manufacturing, Other Industry Verticals The global customer journey analytics market size will grow from $10.46 billion in 2022 to $12.84 billion in 2023 at a compound annual growth rate (CAGR) of 22.7%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The market size of the customer journey analytics is expected to grow to $27.07 billion in 2027 at a CAGR of 20.5%. The adoption of big data analytics is expected to propel the growth of the customer journey analytics market going forward. Data analytics can be referred to as the process of analyzing raw data in order to draw conclusions and help businesses optimize their performance. Businesses employ big data and data analytics to have a strong customer journey analytics platform, where companies collect user actions in one central database to get valuable insight into customer behavior, which results in an increase in the demand for analytics services. For instance, according to ZDNet, a US-based business technology news website, the big data analytics market is expected to reach $103 billion by 2023, with 45% of enterprises running their big data workloads in the cloud. Therefore, the adoption of big data analytics is driving the demand for the consumer journey analytics market growth. Major players in the customer journey analytics market are Acxiom LLC, Nice Ltd., Quadient, Salesforce Inc., Verint Systems, Kitewheel LLC, Servion, Amperity, Google LLC, Microsoft Corporation, Genesys Telecommunications Laboratories Inc., Alterian, and Oracle Corporation. The emergence of artificial intelligence and machine learning is a key trend gaining popularity in the customer journey analytics market. Artificial intelligence is used as part of a comprehensive digital transformation strategy to increase customer satisfaction, make strategic use of customer data, automate labor, increase responsiveness, and speed up data-driven decision-making. Major companies operating in the customer journey analytics sector are focused on introducing new technologies to improve customer experience. For instance, in January 2021, BryterCX, a US-based customer journey intelligence company, launched IRIS, an AI-enabled flagship platform with the development of new journeys science tools such as orchestration, mapping, and CX (Customer experience) monitoring and management, offers a comprehensive solution for managing and enhancing customer journeys to journey analysts, business line owners, and CX executives. In December 2021, Genesys, a US-based software company engaged in offering customer experience orchestration, acquired Pointillist and Exceed.ai. for an undisclosed amount. With this acquisition, Genesys aims to extend the market leadership of the company and enhance customer and employee experiences across the workplace with journey analytics and conversational AI for marketing and sales. Pointillist is a US-based company that provides customer-centric enterprises to optimize the customer experience. Exceed.ai is a US-based conversational marketing and sales platform. North America was the largest region in the customer journey analytics market in 2022. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer journey analytics market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, the Middle East, and Africa. The countries covered in the customer journey analytics market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA. The customer journey analytics market consists of revenues earned by entities by providing customer journey analytics through web, social media and email. Values in this market are ‘factory gate’ values, that is the value of goods sold by the manufacturers or creators of the goods, whether to other entities (including downstream manufacturers, wholesalers, distributors, and retailers) or directly to end customers. The value of goods in this market includes related services sold by the creators of the goods. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The customer journey analytics market research report is one of a series of new reports from The Business Research Company that provides Customer journey analytics market statistics, including customer journey analytics industry global market size, regional shares, competitors with a customer journey analytics market share, detailed Customer journey analytics market segments, market trends and opportunities, and any further data you may need to thrive in the customer journey analytics industry. This anomaly detection market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenarios of the industry.

Database software is designed to create databases and store, manage, search, and retrieve information. Storage & Backup Software is an application used to store data, make duplicate copies of the data to protect it, and make it recoverable in the event of loss, damage, or malware infection. The main types of database, storage and backup software are database software, middleware software, and storage and backup software. A database software is a software program that is designed to create, edit, and maintain database files and records. They are deployed using models such as on-demand/cloud model and on-premise model. These are mostly used in industries such as BFSI, media and entertainment, it and telecommunications, energy and utilities, government and public sector, retail and consumer goods, manufacturing and others. The global database, storage and backup software publishing market is segmented - 1) By Type: Database Software, Middleware Software, Storage And Backup Software 2) By End-User Industry: BFSI, Media And Entertainment, IT and Telecommunications, Energy And Utilities, Government And Public Sector, Retail And Consumer Goods, Manufacturing, Other End-User Industries 3) By Deployment Model: On-Demand/Cloud, On-Premise The global database, storage & backup software publishing market size grew from $232.42 billion in 2022 to $258.5 billion in 2023 at a compound annual growth rate (CAGR) of 11.2%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The database, storage & backup software publishing market is expected to grow to $382.41 billion in 2027 at a CAGR of 10.3%. The outbreak of COVID-19 disease (COVID-19) is expected to drive the database, storage & backup software publishing market in the forecast period as an increasing number of people are working from home due to lockdowns imposed by governments globally that restrict the gathering of people in public places. COVID-19 is an infectious disease with flu-like symptoms including fever, cough, and difficulty in breathing. The virus was first identified in 2019 in Wuhan, Hubei province of the People's Republic of China and spread globally including Western Europe, North America and Asia. Steps by national governments to contain the transmission have resulted in people working from home by accessing work-related systems and applications through the cloud. Uncertainty surrounding the duration of the spread of COVID-19 is expected to lead to more companies adopting cloud technology to support their employees working from home, thereby driving market growth. Major companies in the database, storage & backup software publishing market include Google, Broadcom Ltd., NetApp Inc., NEC Corporation, Altice NV and Commvault Systems, Inc. With technological advances in cloud computing and the continuous requirement of updating in-house IT infrastructure, companies are witnessing a rising demand for public cloud platforms. A public cloud is a service based on the standard cloud computing model, in which a service provider makes resources, such as virtual machines (VMs), applications or storage, available to the general public over the Internet. Companies are increasingly opting for public cloud platforms to minimize their costs as the public cloud provides services on a pay-as-you-go model, the need for organizations to invest in and maintain their own in-house IT resources, and enables scalability to meet workload and user demands. In March 2020, Quantum a US-based, digital storage company acquired Western Digital Technology's ActiveScale's object storage software. This acquisition helps Quantum Corporation to expand its products and services in the object storage market. Western Digital Technology is a computer hard disk drive manufacturer and data storage company. It is headquartered is in San Jose, California, United States. Asia-Pacific was the largest region in database, storage & backup software publishing market in 2022. North America was the second largest region in database, storage & backup software publishing industry. The regions covered in the database, storage & backup software publishing market analysis are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa. The countries covered in the database, storage & backup software publishing market report are Argentina, Australia, Austria, Belgium, Brazil, Canada, Chile, China, Colombia, Czech Republic, Denmark, Egypt, Finland, France, Germany, Hong Kong, India, Indonesia, Ireland, Israel, Italy, Japan, Malaysia, Mexico, Netherlands, New Zealand, Nigeria, Norway, Peru, Philippines, Poland, Portugal, Romania, Russia, Saudi Arabia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, UAE, UK, USA, Venezuela and Vietnam. The database, storage and backup software publishing market includes revenues earned by entities by developing and distributing software programs or utilities used for creating, editing and maintaining database files and records. It allows users to store data in the form of structured fields, tables and columns, which can then be retrieved directly and/or through programmatic access. Values in this market are ‘factory gate’ values, that is the value of goods sold by the manufacturers or creators of the goods, whether to other entities (including downstream manufacturers, wholesalers, distributors and retailers) or directly to end customers. The value of goods in this database, storage and backup software publishing market includes related services sold by the creators of the goods. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The database, storage and backup software publishing market research report is one of a series of new reports from The Business Research Company that provides database, storage, and backup software publishing market statistics, including database, storage and backup software publishing industry global market size, regional shares, competitors with a database, storage and backup software publishing market share, detailed database, storage and backup software publishing market segments, market trends and opportunities, and any further data you may need to thrive in the database, storage and backup software publishing industry. This database, storage and backup software publishing market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.

Information technology (IT) is the use of computers, storage, networking and other physical devices, infrastructure and processes to create, process, store, secure and exchange all forms of electronic data. The main type of information technology (IT) are IT services, computer hardware, telecom, and software products. Computer hardware is the physical components that a computer system requires to function and encompasses everything within a PC or laptop. The services are used by large, small, and medium enterprises of financial services, retail and wholesale, manufacturing, healthcare and others. The global information technology (IT) market is segmented - 1) By Type: IT Services, Computer Hardware, Telecom, Software Products 2) By Organization Size: Large Enterprise, Small and Medium Enterprise 3) End User Industry: Financial Services, Retail & Wholesale, Manufacturing, Healthcare, Other End User Industries Subsegments Covered: Hardware Support Services, Software And BPO Services, Cloud Services, Computer Peripheral Equipment, Computer Storage Devices And Servers, Computers, Wireless Telecommunication Carriers, Wired Telecommunication Carriers, Communications Hardware, Satellite & Telecommunication Resellers, Operating Systems & Productivity Software Publishing, Database, Storage & Backup Software Publishing, Business Analytics & Enterprise Software, Video Game Software, Design, Editing & Rendering Software The global information technology (IT) market size grew from $8179.48 billion in 2022 to $8852.41 billion in 2023 at a compound annual growth rate (CAGR) of 8.2%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The information technology (IT) market is expected to grow to $11995.97 billion in 2027 at a CAGR of 7.9%. The demand for cloud computing services is expected to drive the demand for IT services during the forecast period. In the cloud computing model, data is stored on the internet by a cloud computing provider, who manages and operates data storage as a service. Many companies are now choosing applications hosted in the cloud for their day-to-day operations. For example, according to statistics provided by hostingtribunal.com, 60% of computing workloads were running in the public cloud in 2019. Similarly, 94% of enterprise workloads are expected to be processed by cloud data centers in 2021. Companies are also opting for cloud-based data storage, thus boosting the demand for IT services. Major companies in the information technology (IT) market include Apple, Microsoft, Verizon Communications, China Mobile, AT&T Inc., Huawei, Deutsche Telekom AG, Dell Technologies Inc., Samsung Electronics Co., Ltd. and Comcast Corporation. The outbreak of COVID-19 disease (COVID-19) has acted as a significant restraint on the information technology (IT) market share in 2020 as supply chains were disrupted due to trade restrictions and employees working for these establishments faced difficulties related to infrastructure and communication owing to lockdowns imposed by governments globally, forcing them to work from home. COVID-19 is an infectious disease with flu-like symptoms including fever, cough, and difficulty in breathing. The virus was first identified in 2019 in Wuhan, Hubei province of the People’s Republic of China and spread globally, including Western Europe, North America, and Asia. Steps by national governments to contain the transmission have resulted in a decline in economic activity, with countries entering a state of 'lock down,' and the outbreak had a negative impact on businesses throughout 2020 and into 2021. However, it is expected that the information technology (IT) market will recover from the shock across the forecast period as it is a 'black swan event and not related to ongoing or fundamental weaknesses in the market or the global economy. Over the past five years there has been an increasing prevalence of low cost open source alternatives. Open source has become a preferred platform for developing new technology. In the past, software publishers would open source software that was not making money, but now companies are open sourcing software to increase their presence and share in the market. Supabase, a YC-incubated startup that offers developers an open-source alternative, announced that it had raised a $6 million in funding to create new open-source tools. Asia-Pacific was the largest region in the information technology (IT) market in 2022. North America was the second largest region of the information technology (IT) market. The regions covered in the information technology (IT) industry analysis are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa. The countries covered in the information technology (IT) market are Argentina, Australia, Austria, Belgium, Brazil, Canada, Chile, China, Colombia, Czech Republic, Denmark, Egypt, Finland, France, Germany, Hong Kong, India, Indonesia, Ireland, Israel, Italy, Japan, Malaysia, Mexico, Netherlands, New Zealand, Nigeria, Norway, Peru, Philippines, Poland, Portugal, Romania, Russia, Saudi Arabia, Singapore, South Africa, South Korea, Spain, Sweden, Switzerland, Thailand, Turkey, UAE, UK, USA, Venezuela and Vietnam. The information technology (IT) market consists of revenues earned by entities by providing IT services such as computer networking, broadcasting, systems design services and information distribution technologies like television and telephones and other equipment used during the process. The market value includes the value of related goods sold by the service provider or included within the service offering. The information technology (IT) market also includes sales of computers, computer peripherals and telecommunications equipment which are used in providing IT services. Values in this market are ‘factory gate’ values, that is the value of goods sold by the manufacturers or creators of the goods, whether to other entities (including downstream manufacturers, wholesalers, distributors and retailers) or directly to end customers. The value of goods in this market includes related services sold by the creators of the goods. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The information technology (IT) market research report is one of a series of new reports from The Business Research Company that provides information technology (IT) market statistics, including information technology (IT) industry global market size, regional shares, competitors with information technology (IT) market share, detailed information technology (IT) market segments, market trends and opportunities, and any further data you may need to thrive in the information technology (IT) industry. This information technology (IT) market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.

Customer data platforms refer to software that gathers and organizes first-party customer data from many sources to provide a single, coherent, and comprehensive view of each customer to generate more personalized marketing campaigns by integrating data from several platforms to produce a single, consolidated customer database with information on all contact points and engagements. The main types of customer data platforms are analytics, access, and campaigns. The analytics customer data platforms are used to analyze customer behavior and patterns. Analytics is the process of discovering, interpreting, and communicating significant patterns in data. The various components include solutions and services that are deployed on the cloud and on-premises. The several organizations for the customer data platform are large enterprises and small and medium-sized enterprises that have various end users, including BFSI, retail and ecommerce, healthcare, manufacturing, media and entertainment, IT and telecom, and others. The global customer data platforms market is segmented - 1) By Type: Analytics, Access, Campaign 2) By Component: Solutions, Services 3) By Deployment Mode: Cloud, On-Premises 4) By Organization Size: Large Enterprises, Small And medium-Sized Enterprises (SMEs) 5) By End-User: Banking, Financial Services And Insurance (BFSI), Retail And E-commerce, IT And Telecom, Healthcare, Manufacturing, Media And Entertainment, Other End-Users The global customer data platforms market size will grow from $3.51 billion in 2022 to $4.63 billion in 2023 at a compound annual growth rate (CAGR) of 31.9%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The market size of the customer data platforms is expected to grow to $13.84 billion in 2027 at a CAGR of 31.5%. Growth in the retail and e-commerce industry is expected to propel the growth of the customer data platform market going forward. Ecommerce is the buying and selling of goods and services over the internet whereas the retail industry consists of all companies that sell goods and services to consumers. A customer data platform (CDP) is helpful for retail and e-commerce marketing as it makes data available to marketers and helps in personalized and targeted marketing campaigns. For instance, according to India Brand Equity Foundation, an Indian government export promotion agency, India’s e-commerce market is expected to reach USD 111 billion by 2024 and USD 200 billion by 2026. The retail industry achieved 96% of pre-COVID-19 sales in September 2021, driven by the rising demand from consumers. Therefore, the growth in the retail and e-commerce industry will drive the customer data platforms market growth. Major players in the customer data platforms market are Oracle Corporation, SAP SE, Adobe Inc., Salesforce Inc., Microsoft Corporation, SAS Institute, Teradata, Nice Systems Ltd., Dun & Bradstreet, Leadspace, BlueVenn, Tealium, BlueConic, Terminus, Tealium Inc., Agilone LLC, mParticle Inc., Segment.Io Inc., CaliberMind, Celebrus, Ascent360 Inc., Lytics Inc., ActionIQ Inc., Optimove, Exponea Ltd., and Ensighten Inc. The AI-driven customer data platform is a key trend gaining popularity in the customer data platform market. Strong data architectures and robust AI and customer analytics solutions enable better kinds of experiences and deliver brand loyalty and growth. The major players in the market are focusing on AI-driven customer data platforms for market growth. For instance, in July 2021, Adobe Inc., a US-based computer software company providing customer data platform services introduced a new service for adobe commerce called Live Search. Adobe's official search solution aims to take search to the next level by using AI (Adobe Sensei) and other cutting-edge technology, which will help use data and insights to drive real-time relevance and personalized experiences for the users. In February 2020, Salesforce, a US-based cloud-based software company acquired Evergage for an undisclosed amount. With this acquisition, Salesforce aims to deliver data-driven experiences and personalization to its users. Evergage is a US-based provider of real-time personalization and customer data platforms. North America was the largest region in the customer data platform market in 2022. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer data platforms market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, the Middle East, and Africa. The countries covered in the customer data platforms market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA. The customer data platform market includes revenues earned by entities by gathering and integrating first-party customer information from various sources to create a single, coherent, and comprehensive picture of each customer. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The customer data platform market research report is one of a series of new reports from The Business Research Company that provides customer data platform market statistics, including customer data platform industry global market size, regional shares, competitors with a customer data platform market share, detailed customer data platform market segments, market trends and opportunities, and any further data you may need to thrive in the customer data platform industry. This customer data platform market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.

Customer communication management refers to software for improving production, delivery, storage, and outbound communications retrieval to customers. A centralized CCM platform that enables real-time, cross-channel, interactive conversations improve customer experience substantially. The customer communication management is used to facilitate customer interactions and improve sharing, storage, and retrieval of customer communications using various tools and processes. The main components of customer communications management are solutions and services. Customer communications management solutions provide integrated custom-made capabilities for consumers across websites, stores, call centers, mobile applications, social media, emails, virtual assistants, and other touchpoints. It includes management and customer communications automation in media such as SMS, print, email, and web pages. The deployment modes are on-premises and cloud. Large, small and medium enterprises in IT and telecom, retail and eCommerce, BFSI, healthcare, travel and hospitality, government, utilities, and other verticals use customer communications management. The global customer communications management market is segmented - 1) By Component: Solution, Services 2) By Deployment Mode: On-Premises, Cloud 3) By Organization Size: Large Enterprises, Small And Medium Enterprises 4) By Vertical: IT And Telecom, Retail And eCommerce, BFSI, Healthcare, Travel And Hospitality, Government, Utilities, Other Verticals The global customer communications management market size will grow from $1.35 billion in 2022 to $1.52 billion in 2023 at a compound annual growth rate (CAGR) of 12.7%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The market size of the customer communications management is expected to grow to $2.35 billion in 2027 at a CAGR of 11.5%. An increase in smartphone penetration across the globe is driving the growth of the customer communication management market. Smartphone penetration refers to the quantity of active mobile phone subscriptions compared to the overall market for mobile phones. Smartphones are used to manage customer communications across a wide range of media, such as queries via live chat, dropping a feature request via email, SMS/MMS, responsive design mobile experiences, and in-app notifications. According to the Pew Research Center, a US-based nonprofit organization that provides information on issues, opinions, and trends shaping the world, in June 2021, smartphone ownership among adults in the US was 85%, an increase from 81% in 2019. Therefore, an increase in smartphone penetration is expected to propel market growth over the coming years. Major players in the customer communications management market are Adobe, Capgemini, CEDAR CX Technologies, Newgen Software Technologies Limited, Open Text Corporation, Oracle, Quadient, Smart Communications, Zendesk, Doxee, Ecrion, Hyland, Papyrus Software, Pitney Bowes and Sefas Innovation Inc. Technological advancements are gaining significant popularity in the customer communication management market. Major market players are focusing on implementing technological advancements such as artificial intelligence, augmented reality, and machine learning in customer communication management that work on cloud-based customer communications management technology and advanced natural language processing that offer advantages in cross-departmental cooperation, allowing for coordinated and consistent communication across the customer experience. For instance, in May 2021, Quadient, a France-based company specializing in mailing equipment, business process automation, and customer experience management, introduced Inspire Evolve, a software-as-a-service (SaaS) customer communications management (CCM) solution that is integrated with a cloud-based customer communications solution and streamlines existing technology. It includes on-premises and hybrid cloud CCM solutions, SaaS customer journey mapping and orchestration solutions. This launch represents another step forward for the Quadient product portfolio. In January 2021, Smart Communications, a UK-based technology company engaged in cloud-enabled customer communications management services, acquired Assentis Technologies AG for an undisclosed amount. With this acquisition, Smart Communications aimed to extend support to the growing financial services customer base across the globe. Assentis Technologies AG is a Switzerland-based software and services company specializing in customer communication management platforms for the financial services industry. North America was the largest region in the customer communications management market in 2022. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer communications management market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, the Middle East, and Africa. The countries covered in the customer communications management market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, the UK, and the USA. The customer communication management market includes revenues earned by entities by providing marketing, new product introductions, renewal notifications, claims correspondence and documentation, and bill and payment notifications. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included. The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The customer communication management market research report is one of a series of new reports from The Business Research Company that provides customer communication management market statistics, including customer communication management industry global market size, regional shares, competitors with a customer communication management market share, detailed customer communication management market segments, market trends and opportunities, and any further data you may need to thrive in the customer communication management industry. This customer communication management market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.

CRM (customer relationship management software) software is designed to help the organization provide a unique and seamless customer experience and build better relationships by providing a complete picture of all customer interactions, tracking sales, organizing and prioritizing the opportunities, and facilitating collaboration across different teams. The main deployment types of CRM software market are cloud CRM and on-premise CRM. Cloud CRM refers to CRM software in which the application and data are stored, or hosted, on the CRM provider's own servers in a datacenter and accessed via an internet browser. The software is used by small and mid-sized enterprises, large enterprises for sales, marketing, manufacturing, customer service, social networking, supply chain, distribution, and others. The global CRM software market is segmented - 1) By Deployment: Cloud CRM, On-Premise CRM 2) By Size of Enterprise: Small&Mid sized enterprises, Large enterprises 3) By Application: Sales, Marketing, Manufacturing, Customer service, Social networking, Supply chain, Distribution, Other Applications The global CRM software market size will grow from $128.25 billion in 2022 to $148.49 billion in 2023 at a compound annual growth rate (CAGR) of 15.8%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, a surge in commodity prices, and supply chain disruptions, causing inflation across goods and services and affecting many markets across the globe. The market size of global CRM software is expected to grow to $263.1 billion in 2027 at a CAGR of 15.4%. Increasing number of customers of the organizations and the rising need for customer satisfaction are expected to benefit the CRM software market in the forecast period. Organizations should offer customized services to customers, gain better knowledge of their purchasing habits and other details, develop cross-selling opportunities and create competitive differentiators to retain existing customers and to attract new customers. These drive the demand for the use of CRM software in organizations to understand their customers in a better way and to maintain a good relationship with them. For example, Apollo Hospitals has implemented custom designed CRM software of Veon Consulting which resulted in high user adoption, 27% cut in the timeline of the review process, efficient handling of patient visits and outcome which saved manual efforts by 42%, and effective reporting and dashboards which reduced number of travels by 50%. Major players in the CRM software market are Salesforce, Microsoft, Oracle, SAP, Sugar, Zoho, Pipedrive, Hubspot, Act, Infusionsoft, Apptivo, Sage, Salesboom, Base, Insightly, Adobe, Genesys Telecommunications laboratories, Nice systems, Pega systems, Verint systems, Zendesk, Freshsales, BPM online, InfoFlo, Amo, vCita, Monday.com, Maximizer, Hotjar and nimble. Rising number of security concerns are expected to limit the growth of companies in the CRM software market during the forecast period. Security concerns have been increasing in the recent times due to online availability of personal data. CRM and similar software store large databases online and these data of customers are accessed by teams around the globe which poses the potential for mistreatment of data. The data in the CRM software and other software's faces security concerns including corporate/competitive espionage, fraud, ID theft, nations-state espionage and unauthorized sales of data to third-party. These issues restrict the growth of CRM software market. For example, CRM software in Bank of America and Citibank were once hacked to steal the user log-in credentials. Social and Mobile CRM are increasingly integrating social media channels into CRM platforms to offer to its full capabilities on every smart device by having a real-time access at any place or time. This integration helps to achieve greater productivity, better customer experience, and access to more relevant information. Advertisers have embraced social media platforms to associate and share with customers for improving products and perceptions. These also help businesses to manage customer grievances, requests, and inquiries. More number of users can access the data using social and mobile CRM. For example, Wells Fargo has implemented social CRM to engage with the customers and improve their availability. Wells Fargo also uses CRM to solve customer queries. In October 2022, RealPage, a US-based real estate software and data company acquired Knock CRM for an undisclosed sum. As a result, RealPage will retain the brand Knock and pursues more business opportunities. Knock CRM is a US-based CRM and performance management platform for residential property management. Asia-Pacific was the largest region in the CRM software market in 2022. North America was the second largest region of the CRM software market report. The regions covered in the CRM software industry report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, the Middle East, and Africa. The countries covered in the CRM software market are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK and USA. The CRM software market includes revenues earned by entities by offering developing and distributing software that helps to build strong relationships with their customers. It analyzes the customer interactions and automates the activities identified with deals, advertising, and client support throughout the customer lifecycle. It causes the organizations to remain associated with their clients and improve productivity and furthermore helps in streamlining work forms. Some of the CRM software include Agile CRM, Recruit CRM, Sales mate CRM, NetSuite CRM. Values in this market are factory gate values, that is the value of goods sold by the manufacturers or creators of the goods, whether to other entities (including downstream manufacturers, wholesalers, distributors and retailers) or directly to end customers. The value of goods in this market includes related services sold by the creators of the goods. Only goods and services traded between entities or sold to end consumers are included. The CRM software market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified). The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products. The CRM software market research report is one of a series of new reports from The Business Research Company that provides CRM software market statistics, including CRM software industry global market size, regional shares, competitors with a CRM software market share, detailed CRM software market segments, market trends and opportunities, and any further data you may need to thrive in the CRM software industry. This CRM software market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.