Digital Customer Experience and Service Automation (DXE) Market 2020-2025


Digital Customer Experience and Service Automation (DXE) Market: Global Drivers, Restraints, Opportunities, Trends, and Forecast up to 2023

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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

With mounting pressure to address a huge number of requests (customer grievances/concerns) with varying levels of complexities, it becomes quite intriguing to turnaround within a short-stipulated timeframe. Evidently, digital innovations that include the use of intelligent bots to address and prioritize customer requests for optimal service delivery could bolster a new age trend in digital evolution.

Thus, this study covers both frontend digital platforms used by customers and the backend tools used internally for an enhanced omnichannel digital customer experience, to touch base on all the key aspects from the entire customer journey.

Market Analysis
According to Infoholic Research, the digital customer experience and service automation (DXE) market scope covered here in this study presents a 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.

Competitive Analysis
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 few other strategies have been analyzed to establish their relevance to the market.
The report contains an in-depth analysis of the vendors 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.

The report also includes the complete insight of the industry and aims to provide an opportunity for the emerging and established players to understand the market trends, current scenario, initiatives taken by the government, and the latest technologies related to the market. In addition, it helps the venture capitalists in understanding the companies better and to take informed decisions.

Regional Analysis
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.

The report provides an in-depth analysis of the digital customer experience and service automation (DXE) market. The increasingly competitive market environment with widespread digital transformation initiatives represents attractive opportunities for all prominent key stakeholders in the market including service providers, OEMs, and digital software platform providers. The DXE offerings aim at creating seamless customer engagement and reduce operational silos, thereby creating a congenial and sustainable business environment. This report is directed to address opportunities for almost all key stakeholders including
• Application developers and solution vendors
• System integrators and resellers
• Professional training providers
• Managed service providers
• OEM vendors
• IT governance consultants, auditors, and manager
• End-users – consumers/enterprise users
Available Customization Options
The following customization options are available for this report:
• Trends in other application areas: manufacturing, education, energy & utilities, media & entertainment, etc.
• Country-specific trends and market analysis
• Additional company profiles
Apart from this, with the existing market analysis, Infoholic Research can also offer a wide array of custom-tailored studies as per the company’s specific needs.

Companies Mentioned:
Adobe, Salesforce, IBM, Oracle, SAP, Sitecore, and Episerver

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Table of Contents

1 Report Outline 9
1.1 Research Objective 9
1.2 Market Definition and Scope 9
1.3 Report Assumptions and Methodology 10
2 Market Snapshot 12
2.1 Executive Summary 12
2.2 Related Markets 13
2.2.1 Digital Transformation 13
2.2.2 Artificial Intelligence 13
3 Market Outlook 15
3.1 Market Evolution 15
3.2 Market Trends and Impact 17
3.3 Market Dynamics 18
3.3.1 Drivers 18 Increasing number of digital platforms 18 Need for optimum customer journey 19
3.3.2 Restraints 19 Disillusioned existing omni-channel strategies 19 Data security and privacy concern 20
3.3.3 Opportunities 20 Account-based marketing 20 Robust and efficient business processes 20
3.3.4 DRO – Impact Analysis 21
4 Market Characteristics 22
4.1 Innovation Spotlight 22
4.2 Best Practices and Regulations 22
5 Components: Market Size & Analysis 24
5.1 Overview 24
5.2 DXE Ecosystem and Key Trends 24
6 Tools: Market Size & Analysis 26
6.1 Overview 26
6.2 Software 27
6.2.1 Customer Intelligence 28
6.2.2 Data Governance 29
6.2.3 Process Automation 30
6.2.4 Intelligent Apps and Recommendation Engine 31
6.2.5 Others 31
6.3 Hardware 32
6.3.1 Camera 33
6.3.2 Sensor Unit 33
6.3.3 Smart Digital Display 34
6.3.4 Others 34
7 Services: Market Size & Analysis 35
7.1 Overview 35
7.2 Training and Consulting 36
7.3 Support and Maintenance 36
7.4 Deployment and Integration 37
8 Application Area: Market Size & Analysis 38
8.1 Overview 38
8.2 Retail 39
8.2.1 Personalized Marketing 40
8.2.2 Pricing Optimization 40
8.2.3 Fraud Detection and Risk Assessment 41
8.3 Transportation and Logistics 42
8.3.1 Demand Responsive Transport 43
8.3.2 Automated Emergency and Incident Management 43
8.3.3 Driver and Passenger Assistance 43
8.4 BFSI 44
8.4.1 Personalised Recommendation 45
8.4.2 Fraud Detection and Risk Assessment 45
8.4.3 Digital Assistance 46
8.5 Telecom 46
8.5.1 Personalized Services 47
8.5.2 Risk Assessment 48
8.6 Healthcare 48
8.6.1 Personalized Patient Monitoring and Treatment 49
8.6.2 Digital Assistance 50
8.6.3 Medical Records Management and Security 50
9 Regions 51
9.1 Overview 51
9.2 North America 52
9.2.1 North America: DXE market overview 53
9.2.2 Market Analysis 53 North America DXE market analysis by components 54 Software 54 Hardware 55 Services 55 North America DXE market analysis by application areas 55
9.3 Europe, Middle East, and Africa (EMEA) 56
9.3.1 EMEA: DXE market overview 57 Europe: DXE market overview 57 Rest of EMEA: DXE market overview 58
9.3.2 Market Analysis 58 EMEA DXE market analysis by components 59 Software 59 Hardware 60 Services 60 EMEA DXE market analysis by application areas 60
9.4 Asia Pacific (APAC) 62
9.4.1 APAC: DXE market overview 63 APAC: DXE market overview 63
9.4.2 Market Analysis 64 APAC DXE market analysis by components 64 Software 65 Hardware 65 Services 66 APAC DXE market analysis by application areas 66
10 Competitive Landscape 68
11 Companies to watch for 69
11.1 Adobe 69
11.1.1 Overview 69
11.1.2 Geographic Presence 70
11.1.3 Offerings 70
11.1.4 Recent Developments 71
11.2 Salesforce 72
11.2.1 Overview 72
11.2.2 Geographic Presence 72
11.2.3 Offerings 73
11.2.4 Recent Developments 73
11.3 IBM 74
11.3.1 Overview 74
11.3.2 Geographic Presence 74
11.3.3 Offerings 75
11.3.4 Recent Developments 75
11.4 Oracle 76
11.4.1 Overview 76
11.4.2 Geographic Presence 76
11.4.3 Offerings 77
11.4.4 Recent Developments 77
11.5 SAP 78
11.5.1 Overview 78
11.5.2 Geographic Presence 78
11.5.3 Offerings 79
11.5.4 Recent Developments 79
12 Key Innovators 80
12.1 Sitecore 80
12.1.1 Overview 80
12.1.2 Offerings 80
12.2 Episerver 81
12.2.1 Overview 81
12.2.2 Offerings 81
13 Annexure 82
13.1 Acronyms 82
13.2 Additional Available Customizations 83

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