Digital customer experience and service automation (DXE) is defined as the entire ecosystem that comprises the digital transformational components, which are elusive for the enablement of an optimal and cohesive digital service delivery. As real-time and efficient customer support is becoming a key mantra to success for any business entity, it is evident that most of the leading companies will have superior customer experience platforms within the next decade, with more than 90% of the CXOs of major organizations contemplating a significant enhancement in the overall customer experience delivered by the end of 2018.
According to the research, the digital customer experience and service automation (DXE) market scope covered here in this study present huge market opportunity with a projected market size of $179 billion by 2023, growing at a CAGR of almost 29% during the forecast period. Increasing digital platforms and need to optimize the customer journey to maintain a competitive edge in the market are the key factors driving the market.
Market Segmentation Analysis
The report provides a wide-ranging evaluation of the market. It provides in-depth qualitative insights, historical data, and supportable projections and assumptions about the market size. The projections featured in the report have been derived using proven research methodologies and assumptions based on the vendor’s portfolio, blogs, whitepapers, and vendor presentations. Thus, the research report represents every side of the market and is segmented based on regional markets, offerings, and application areas across diverse end-use verticals.
The report covers and analyzes the key vendors in the digital customer experience and service automation (DXE) market. The various organic, as well as inorganic growth strategies like mergers & acquisitions, collaboration & partnerships, joint ventures, and a few other strategies, have been analyzed to establish their relevance to the market.
The report contains an in-depth analysis of the vendor's profile, including recent developments and key product offerings that are pertinent to the market. The prominent vendors profiled in the study include Adobe, Salesforce, IBM, Oracle, SAP, Sitecore, and Episerver. There are numerous other vendors that have been studied based on the portfolio, geographical presence, marketing & distribution channels, revenue generation, and significant investments in R&D, for analysis of the entire ecosystem.
Even with a positive foundation in the North American region, inundated with the highest number of technology innovators and market disruptors, it has not directly translated to significantly high formal enterprise level strategic implementations. A large number of organizations in the region are still lagging behind their counterparts in some of the nations across APAC and Europe, with over 20% organizations still besieged in the planning phase and almost 25% with digital strategies started in siloes. Overall, the study is split into 4 major regions including North America, Europe-Middle East & Africa (EMEA), Asia Pacific (APAC), and Latin America, among which EMEA is expected to present the highest market share in terms of investment value over the entire forecast period.
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Category: Technology Market Research
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