【レポートの概要（一部）】
TABLE OF CONTENTS
1 INTRODUCTION 25
1.1 OBJECTIVES 25
1.2 REPORT DESCRIPTION 25
1.3 MARKETS COVERED 26
1.4 STAKEHOLDERS 28
1.5 RESEARCH METHODOLOGY 28
1.5.1 DATA TRIANGULATION & MARKET FORECASTING 30
1.6 FORECAST ASSUMPTIONS 31
2 EXECUTIVE SUMMARY 33
2.1 OVERALL MARKET SIZE 33
3 MARKET OVERVIEW 36
3.1 MARKET DEFINITION – CUSTOMER EXPERIENCE MANAGEMENT 36
3.2 EVOLUTION OF CEM 38
3.3 MARKET SEGMENTATION 40
3.4 WINNING IMPERATIVES 40
3.4.1 ENGAGE PRESENT CUSTOMERS FOR SUSTAINABLE GROWTH 40
3.5 MARKET DYNAMICS 41
3.5.1 DRIVERS 41
3.5.1.1 Retaining Customers 41
3.5.1.2 Competitive Differentiation 42
3.5.1.3 Global Economic Slowdown 42
3.5.1.4 Online Experience 42
3.5.2 RESTRAINTS 43
3.5.2.1 Complexity in Data Synchronization 43
3.5.2.2 Expectations are Subjective 43
3.5.3 OPPORTUNITIES 44
3.5.3.1 Major Focus on Virtual Side 44
3.5.3.2 Integral Part of Digital Market 44
3.5.3.3 Big Data 44
3.6 IMPACT ANALYSIS OF DROS 45
3.7 BUSINESS VALUE ANALYSIS 46
3.8 VALUE CHAIN 47
4 CEM: ENTERPRISE NEED & ADOPTION TRENDS 48
4.1 INTRODUCTION 48
4.2 TRADITIONAL CRM VS CEM 48
4.3 VOICE OF CUSTOMER (VOC) ANALYTICS 50
4.4 IMPACT OF CLOUD 51
4.5 SOCIAL INFLUENCE IN CUSTOMER EXPERIENCE 51
4.6 TOOLS & TECHNIQUES 51
4.6.1 FEEDBACK MANAGEMENT 51
4.6.2 WEB CONTENT MANAGEMENT (WCM) 52
4.6.3 TARGETING & PERSONALIZATION 52
4.6.4 WEB ANALYTICS 53
4.6.5 EMAIL & CAMPAIGN MANAGEMENT 53
4.6.6 TRANSLATION & LOCALIZATION SERVICES 53
4.6.7 CUSTOMER RELATIONSHIP MANAGEMENT 54
4.6.8 INTEGRATED VOICE RESPONSE TECHNOLOGY 54
4.6.9 NATURAL LANGUAGE PROCESSING 55
4.6.10 MACHINE LEARNING 55
4.6.11 ARTIFICIAL INTELLIGENCE TECHNOLOGIES 56
4.6.12 SERVICE QUALITY MANAGEMENT (SQM) 56
4.6.13 SERVICE LEVEL AGREEMENT (SLA) MONITORING 56
4.6.14 SERVICE MONITORING 57
4.6.15 FAULT MANAGEMENT 57
4.6.16 PERFORMANCE MANAGEMENT 57
5 CEM: MARKET SIZE & FORECAST BY TYPE 58
5.1 INTRODUCTION 59
5.2 ENTERPRISE FEEDBACK MANAGEMENT (EFM) 61
5.2.1 OVERVIEW 61
5.2.2 NORTH AMERICA EFM MARKET SIZE & FORECAST BY VERTICAL 62
5.2.3 LATIN AMERICA EFM MARKET SIZE & FORECAST BY VERTICAL 63
5.2.4 EUROPE EFM MARKET SIZE & FORECAST BY VERTICAL 64
5.2.5 APAC EFM MARKET SIZE & FORECAST BY VERTICAL 65
5.2.6 MEA EFM MARKET SIZE & FORECAST BY VERTICAL 66
5.3 WEB ANALYTICS 67
5.3.1 OVERVIEW 67
5.3.2 NORTH AMERICA WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 67
5.3.3 LATIN AMERICA WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 68
5.3.4 EUROPE WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 69
5.3.5 APAC WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 71
5.3.6 MEA WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 72
5.4 TEXT ANALYTICS 73
5.4.1 OVERVIEW 73
5.4.2 NORTH AMERICA TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 73
5.4.3 LATIN AMERICA TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 74
5.4.4 EUROPE TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 75
5.4.5 APAC TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 76
5.4.6 MEA TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 77
5.5 SPEECH ANALYTICS 79
5.5.1 OVERVIEW 79
5.5.2 NORTH AMERICA SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 79
5.5.3 LATIN AMERICA SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 80
5.5.4 EUROPE SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 81
5.5.5 APAC SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 82
5.5.6 MEA SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 83
5.6 OTHERS 85
5.6.1 OVERVIEW 85
5.6.2 NORTH AMERICA OTHER MARKET SIZE & FORECAST BY VERTICAL 85
5.6.3 LATIN AMERICA OTHER MARKET SIZE & FORECAST BY VERTICAL 86
5.6.4 EUROPE OTHER MARKET SIZE & FORECAST BY VERTICAL 87
5.6.5 APAC OTHER MARKET SIZE & FORECAST BY VERTICAL 89
5.6.6 MEA OTHER MARKET SIZE & FORECAST BY VERTICAL 90
6 CEM MARKET SIZE & FORECAST, BY CHANNEL/TOUCH POINT 91
6.1 INTRODUCTION 92
6.2 BY COMPANY WEBSITE 95
6.2.1 OVERVIEW 95
6.2.2 NORTH AMERICA COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL 95
6.2.3 LATIN MAERICA COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL 96
6.2.4 EUROPE COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL 97
6.2.5 APAC COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL 99
6.2.6 MEA COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL 100
6.3 BY BRANCH/STORE 101
6.3.1 OVERVIEW 101
6.3.2 NORTH AMERICA BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL 101
6.3.3 LATIN AMERICA BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL 102
6.3.4 EUROPE BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL 103
6.3.5 APAC BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL 104
6.3.6 MEA BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL 105
6.4 BY WEB 107
6.4.1 OVERVIEW 107
6.4.2 NORTH AMERICA WEB MARKET SIZE & FORECAST BY VERTICAL 107
6.4.3 LATIN AMERICA WEB MARKET SIZE & FORECAST BY VERTICAL 108
6.4.4 EUROPE WEB MARKET SIZE & FORECAST BY VERTICAL 109
6.4.5 APAC WEB MARKET SIZE & FORECAST BY VERTICAL 110
6.4.6 MEA WEB MARKET SIZE & FORECAST BY VERTICAL 111
6.5 BY CALL CENTER 113
6.5.1 OVERVIEW 113
6.5.2 NORTH AMERICA CALL CENTER MARKET SIZE & FORECAST BY VERTICAL 113
6.5.3 LATIN AMERICA CALL CENTER MARKET SIZE & FORECAST BY VERTICAL 114
6.5.4 EUROPE CALL CENTER MARKET SIZE & FORECAST BY VERTICAL 115
6.5.5 APAC CALL CENTER MARKET SIZE & FORECAST BY VERTICAL 116
6.5.6 MEA CALL CENTER MARKET SIZE & FORECAST BY VERTICAL 117
6.6 BY MOBILE 119
6.6.1 OVERVIEW 119
6.6.2 NORTH AMERICA MOBILE MARKET SIZE & FORECAST BY VERTICAL 119
6.6.3 LATIN AMERICA MOBILE MARKET SIZE & FORECAST BY VERTICAL 120
6.6.4 EUROPE MOBILE MARKET SIZE & FORECAST BY VERTICAL 121
6.6.5 APAC MOBILE MARKET SIZE & FORECAST BY VERTICAL 122
6.6.6 MEA MOBILE MARKET SIZE & FORECAST BY VERTICAL 123
6.7 BY SOCIAL MEDIA 125
6.7.1 OVERVIEW 125
6.7.2 NORTH AMERICA SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL 125
6.7.3 LATIN AMERICA SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL 126
6.7.4 EUROPE SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL 127
6.7.5 APAC SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL 128
6.7.6 MEA SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL 129
7 CEM: MARKET SIZE & FORECAST, BY ORGANIZATION SIZE 131
7.1 INTRODUCTION 132
7.2 SMALL & MEDIUM BUSINESSES (SMBS) 134
7.2.1 OVERVIEW 134
7.2.2 NORTH AMERICA SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL 134
7.2.3 LATIN AMERICA SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL 135
7.2.4 EUROPE SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL 136
7.2.5 APAC SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL 137
7.2.6 MEA SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL 138
7.3 ENTERPRISES 140
7.3.1 OVERVIEW 140
7.3.2 NORTH AMERICA ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL 140
7.3.3 LATIN AMERICA ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL 141
7.3.4 EUROPE ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL 142
7.3.5 APAC ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL 143
7.3.6 MEA ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL 144
8 CEM: MARKET SIZE & FORECAST, BY VERTICAL SEGMENT 146
8.1 INTRODUCTION 147
8.2 COMMUNICATION SERVICES 150
8.2.1 OVERVIEW 150
8.2.2 COMMUNICATION SERVICES MARKET SIZE & FORECAST BY TYPE 150
8.2.3 COMMUNICATION SERVICES MARKET SIZE & FORECAST BY TOUCH POINT 151
8.2.4 COMMUNICATION SERVICES MARKET SIZE & FORECAST BY ORGANIZATION SIZE 152
8.2.5 COMMUNICATION SERVICES MARKET SIZE & FORECAST BY REGION 153
8.3 PUBLIC SECTOR, ENERGY, & UTILITIES 154
8.3.1 OVERVIEW 154
8.3.2 PUBLIC SECTOR, ENERGY, & UTILITIES MARKET SIZE & FORECAST BY TYPE 154
8.3.3 PUBLIC SECTOR, ENERGY, & UTILITIES MARKET SIZE & FORECAST BY TOUCH POINT 155
8.3.4 PUBLIC SECTOR, ENERGY, & UTILITIES MARKET SIZE & FORECAST BY ORGANIZATION SIZE 156
8.3.5 PUBLIC SECTOR, ENERGY, & UTILITIES MARKET SIZE & FORECAST BY REGION 157
8.4 BANKING, FINANCE, & INSURANCE 158
8.4.1 OVERVIEW 158
8.4.2 BANKING, FINANCE, & INSURANCE MARKET SIZE & FORECAST BY TYPE 158
8.4.3 BANKING, FINANCE, & INSURANCE MARKET SIZE & FORECAST BY TOUCH POINT 159
8.4.4 BANKING, FINANCE, & INSURANCE MARKET SIZE & FORECAST, BY ORGANIZATION SIZE 160
8.4.5 BANKING, FINANCE, & INSURANCE MARKET SIZE & FORECAST BY REGION 160
8.5 HEALTHCARE 162
8.5.1 OVERVIEW 162
8.5.2 HEALTHCARE MARKET SIZE & FORECAST BY TYPE 162
8.5.3 HEALTHCARE MARKET SIZE & FORECAST BY TOUCH POINT 163
8.5.4 HEALTHCARE MARKET SIZE & FORECAST BY ORGANIZATION SIZE 164
8.5.5 HEALTHCARE MARKET SIZE & FORECAST BY REGION 165
8.6 AUTOMOTIVE & TRANSPORTATION 166
8.6.1 OVERVIEW 166
8.6.2 AUTOMOTIVE & TRANSPORTATION MARKET SIZE & FORECAST BY TYPE 166
8.6.3 AUTOMOTIVE & TRANSPORTATION MARKET SIZE & FORECAST BY TOUCH POINT 167
8.6.4 AUTOMOTIVE & TRANSPORTATION MARKET SIZE & FORECAST BY ORGANIZATION SIZE 168
8.6.5 AUTOMOTIVE & TRANSPORTATION MARKET SIZE & FORECAST BY REGION 169
8.7 CONSUMER GOODS & RETAIL 170
8.7.1 OVERVIEW 170
8.7.2 CONSUMER GOODS & RETAIL MARKET SIZE & FORECAST BY TYPE 170
8.7.3 CONSUMER GOODS & RETAIL MARKET SIZE & FORECAST BY TOUCH POINT 171
8.7.4 CONSUMER GOODS & RETAIL MARKET SIZE & FORECAST BY REGION 172
8.8 MEDIA & ENTERTAINMENT 173
8.8.1 OVERVIEW 173
8.8.2 MEDIA & ENTERTAINMENT MARKET SIZE & FORECAST BY TYPE 174
8.8.3 MEDIA & ENTERTAINMENT MARKET SIZE & FORECAST BY TOUCH POINT 175
8.8.4 MEDIA & ENTERTAINMENT MARKET SIZE & FORECAST BY ORGANIZATION SIZE 176
8.8.5 MEDIA & ENTERTAINMENT: MARKET SIZE & FORECAST BY REGION 177
8.9 TRAVEL & HOSPITALITY 178
8.9.1 OVERVIEW 178
8.9.2 TRAVEL & HOSPITALITY MARKET SIZE & FORECAST BY TYPE 178
8.9.3 TRAVEL & HOSPITALITY MARKET SIZE & FORECAST BY TOUCH POINT 179
8.9.4 TRAVEL & HOSPITALITY MARKET SIZE & FORECAST BY ORGANIZATION SIZE 180
8.9.5 TRAVEL & HOSPITALITY MARKET SIZE & FORECAST BY REGION 181
8.10 MANUFACTURING 181
8.10.1 OVERVIEW 181
8.10.2 MANUFACTURING MARKET SIZE & FORECAST BY TYPE 182
8.10.3 MAUFACTURING MARKET SIZE & FORECAST BY TOUCH POINT 183
8.10.4 MAUFACTURING MARKET SIZE & FORECAST BY ORGANIZATION SIZE 184
8.10.5 MAUFACTURING MARKET SIZE & FORECAST BY REGION 185
8.11 OTHERS 186
8.11.1 OVERVIEW 186
8.11.2 OTHERS MARKET SIZE & FORECAST BY TYPE 186
8.11.3 OTHERS MARKET SIZE & FORECAST BY TOUCH POINT 187
8.11.4 OTHERS MARKET SIZE & FORECAST BY ORGANIZATION SIZE 188
8.11.5 OTHERS MARKET SIZE & FORECAST BY REGION 189
9 TELCO CEM: MARKET SIZE & FORECAST 190
9.1 INTRODUCTION 191
9.2 MARKET OVERVIEW & CURRENT TRENDS 191
9.3 SQM & SLA MONITORING TRENDS 191
9.4 COMPETITORS 192
9.5 TELCO CEM MARKET SIZE & FORECASTS BY REGION 193
10 CEM: MARKET SIZE & FORECAST BY REGION 194
10.1 INTRODUCTION 195
10.2 NORTH AMERICA (NA) 198
10.2.1 OVERVIEW 198
10.2.2 NA: MARKET SIZE & FORECAST BY TYPE 198
10.3 LATIN AMERICA (LA) 201
10.3.1 OVERVIEW 201
10.3.2 LA: MARKET SIZE & FORECAST BY TYPE 201
10.4 EUROPE 204
10.4.1 OVERVIEW 204
10.4.2 EUROPE: MARKET SIZE & FORECAST BY TYPE 204
10.5 ASIA-PACIFIC (APAC) 207
10.5.1 OVERVIEW 207
10.5.2 APAC: MARKET SIZE & FORECAST BY TYPE 207
10.6 MIDDLE EAST & AFRICA (MEA) 210
10.6.1 OVERVIEW 210
10.6.2 MEA: MARKET SIZE & FORECAST BY TYPE 210
11 CEM: BEST PRACTICES & GROWTH FACTORS 213
11.1 CONSULTING SERVICES 213
11.1.1 OVERALL APPROACH 213
11.2 CUSTOMER EXPERIENCE 214
11.2.1 BEST PRACTICES 214
11.2.2 FUTURE TRENDS 214
11.3 VERTICAL PENETRATION 215
11.3.1 GROWTH FACTORS 215
11.3.2 FUTURE TRENDS 215
11.4 COMPETITIVE ECOSYSTEM 216
12 COMPANY PROFILES 217
(Overview, Products & Services, Strategies & Insights, Developments and MnM View)*
12.1 ADOBE SYSTEMS INCORPORATED 217
12.2 ALCATEL-LUCENT 222
12.3 AMDOCS LIMITED 226
12.4 CISCO SYSTEMS, INC. 230
12.5 ERICSSON 234
12.6 HUAWEI 237
12.7 HEWLETT-PACKARD (HP) 241
12.8 IBM 245
12.9 NOKIA NETWORKS (NSN) 248
12.10 ORACLE CORPORATION 251
*Details on Overview, Products & Services, Strategies & Insights, Developments and MnM View might not be captured in case of unlisted companies.
APPENDIX 254
MERGERS & ACQUISITIONS (M&A) 254
【レポート販売概要】
■ タイトル：世界の顧客経験管理（CEM）市場動向、規模及び予測(2014 – 2019)■ 英文：Customer Experience Management Market (VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics) - Advanced Technologies, Touch Points, Adoption Trends, Market Size & Forecasts (2014 – 2019)
■ 発行日：2014年8月
■ 調査会社：MarketsandMarkets
■ 商品コード：MAM-TC-2625
■ 調査対象地域：グローバル
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