顧客経験管理（CEM）の世界市場予測（～2022年）：タッチポイント（企業ウェブサイト、店、ウェブ、コールセンター）、産業、地域別分析...市場調査レポートについてご紹介

TABLE OF CONTENTS

1 INTRODUCTION 13
1.1 OBJECTIVES OF THE STUDY 13
1.2 MARKET DEFINITION 13
1.3 MARKET SCOPE 14
1.3.1 MARKET SEGMENTATION 14
1.3.2 YEARS CONSIDERED FOR THE STUDY 15
1.4 CURRENCY 15
1.5 STAKEHOLDERS 15
2 RESEARCH METHODOLOGY 16
2.1 RESEARCH DATA 16
2.1.1 SECONDARY DATA 17
2.1.2 PRIMARY DATA 17
2.1.2.1 Breakdown of primaries 17
2.1.2.2 Key industry insights 18
2.2 MARKET SIZE ESTIMATION 19
2.3 RESEARCH ASSUMPTIONS 21
2.4 LIMITATIONS 22
3 EXECUTIVE SUMMARY 23
4 PREMIUM INSIGHTS 26
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 26
4.2 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 27
4.3 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT 28
4.4 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 28
5 MARKET OVERVIEW 29
5.1 INTRODUCTION 29
5.2 EVOLUTION 29
5.3 MARKET DYNAMICS 31
5.3.1 DRIVERS 32
5.3.1.1 Need for effective customer accessibility throughout the customer journey 32
5.3.1.2 Increasing adoption of customer experience management solutions to reduce customer churn rate 32
5.3.1.3 Rising need for competitive differentiation 32
5.3.1.4 Increasing usage of e-commerce and m-commerce platforms 33
5.3.2 RESTRAINTS 33
5.3.2.1 Data synchronization between customer experience management solutions and other technologies 33
5.3.2.2 Personalized expectations of customers 33
5.3.3 OPPORTUNITIES 34
5.3.3.1 Major focus on virtual touchpoints 34
5.3.3.2 Integral part of the digital market 34
5.3.3.3 Rise in demand for employee engagement solutions 34
5.3.4 CHALLENGES 35
5.3.4.1 Choosing the proper mix of technology and personnel 35
5.4 CASE STUDIES 35
5.4.1 CASE STUDY #1: ICICI BANK TRANSFORMS ITS CUSTOMER EXPERIENCE WITH GENESYS 35
5.4.2 CASE STUDY #2: SAFARICOM USES NOKIA CUSTOMER EXPERIENCE MANAGEMENT ON DEMAND 36
5.4.3 CASE STUDY #3: SCHWAN’S COMPANY USES ORACLE CROSS-CHANNEL MARKETING 36
6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT 37
6.1 INTRODUCTION 38
6.2 COMPANY WEBSITE 39
6.3 BRANCH/STORE 40
6.4 WEB 42
6.5 CALL CENTER 43
6.6 MOBILE 44
6.7 SOCIAL MEDIA 46
6.8 EMAIL 47
6.9 OTHERS 49
7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 50
7.1 INTRODUCTION 51
7.2 IT COMMUNICATION SERVICE PROVIDERS 52
7.3 TELECOMMUNICATION SERVICE PROVIDERS 52
7.4 PUBLIC SECTOR, ENERGY & UTILITIES 53
7.5 BANKING, FINANCIAL SERVICES & INSURANCE 54
7.6 HEALTHCARE 54
7.7 AUTOMOTIVE & TRANSPORTATION 55
7.8 CONSUMER GOODS & RETAIL 56
7.9 MEDIA & ENTERTAINMENT 56
7.10 TRAVEL & HOSPITALITY 57
7.11 MANUFACTURING 58
7.12 OTHERS 59
8 REGIONAL ANALYSIS 60
8.1 INTRODUCTION 61
8.2 NORTH AMERICA 63
8.3 EUROPE 71
8.4 ASIA PACIFIC 73
8.5 MIDDLE EAST & AFRICA 81
8.6 LATIN AMERICA 83
9 COMPETITIVE LANDSCAPE 85
9.1 OVERVIEW 85
9.2 COMPETITIVE SITUATIONS AND TRENDS 86
9.2.1 NEW PRODUCT LAUNCHES 87
9.2.2 EXPANSIONS 89
9.2.3 MERGERS & ACQUISITIONS 90
9.2.4 AGREEMENTS, PARTNERSHIPS, CONTRACTS, COLLABORATIONS 94
9.3 MARKET RANKING, BY KEY PLAYER 104
10 COMPANY PROFILES 105
(Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View)*
10.1 ADOBE SYSTEMS 105
10.2 ORACLE 110
10.3 IBM 114
10.4 AVAYA 118
10.5 NICE SYSTEMS 121
10.6 NOKIA 125
10.7 OPENTEXT 128
10.8 TECH MAHINDRA 132
10.9 VERINT SYSTEMS 134
10.10 MARITZCX 137
10.11 MEDALLIA 140
10.12 QUALTRICS 143
10.13 INMOMENT 146
10.14 KEY INNOVATORS 148
*Details on Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

 
11 APPENDIX 150
11.1 INDUSTRY EXPERTS 150
11.2 DISCUSSION GUIDE 151
11.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 154
11.4 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE 156
11.5 AVAILABLE CUSTOMIZATIONS 158
11.6 RELATED REPORTS 158
11.7 AUTHOR DETAILS 159