DUBLIN, Dec 7, 2018 /PRNewswire/ --
The "Digital Customer Experience and Service Automation (DXE) Market" report has been added to ResearchAndMarkets.com's offering.
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.
According to the report, 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.
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.
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.
Key Topics Covered
1 Report Outline
1.1 Research Objective
1.2 Market Definition and Scope
1.3 Report Assumptions and Methodology
2 Market Snapshot
2.1 Executive Summary
2.2 Related Markets
2.2.1 Digital Transformation
2.2.2 Artificial Intelligence
3 Market Outlook
3.1 Market Evolution
3.2 Market Trends and Impact
3.3 Market Dynamics
126.96.36.199 Increasing number of digital platforms
188.8.131.52 Need for optimum customer journey
184.108.40.206 Disillusioned existing omni-channel strategies
220.127.116.11 Data security and privacy concern
18.104.22.168 Account-based marketing
22.214.171.124 Robust and efficient business processes
3.3.4 DRO - Impact Analysis
4 Market Characteristics
4.1 Innovation Spotlight
4.2 Best Practices and Regulations
5 Components: Market Size & Analysis
5.2 DXE Ecosystem and Key Trends
6 Tools: Market Size & Analysis
6.2.1 Customer Intelligence
6.2.2 Data Governance
6.2.3 Process Automation
6.2.4 Intelligent Apps and Recommendation Engine
6.3.2 Sensor Unit
6.3.3 Smart Digital Display
7 Services: Market Size & Analysis
7.2 Training and Consulting
7.3 Support and Maintenance
7.4 Deployment and Integration
8 Application Area: Market Size & Analysis
8.2.1 Personalized Marketing
8.2.2 Pricing Optimization
8.2.3 Fraud Detection and Risk Assessment
8.3 Transportation and Logistics
8.3.1 Demand Responsive Transport
8.3.2 Automated Emergency and Incident Management
8.3.3 Driver and Passenger Assistance
8.4.1 Personalised Recommendation
8.4.2 Fraud Detection and Risk Assessment
8.4.3 Digital Assistance
8.5.1 Personalized Services
8.5.2 Risk Assessment
8.6.1 Personalized Patient Monitoring and Treatment
8.6.2 Digital Assistance
8.6.3 Medical Records Management and Security
9.2 North America
9.2.1 North America: DXE market overview
9.2.2 Market Analysis
126.96.36.199 North America DXE market analysis by components
188.8.131.52 North America DXE market analysis by application areas
9.3 Europe, Middle East, and Africa (EMEA)
9.3.1 EMEA: DXE market overview
184.108.40.206 Europe: DXE market overview
220.127.116.11 Rest of EMEA: DXE market overview
9.3.2 Market Analysis
18.104.22.168 EMEA DXE market analysis by components
22.214.171.124 EMEA DXE market analysis by application areas
9.4 Asia Pacific (APAC)
9.4.1 APAC: DXE market overview
126.96.36.199 APAC: DXE market overview
9.4.2 Market Analysis
188.8.131.52 APAC DXE market analysis by components
184.108.40.206 APAC DXE market analysis by application areas
10 Competitive Landscape
11 Companies to Watch For
11.1.2 Geographic Presence
11.1.4 Recent Developments
12 Key Innovators
For more information about this report visit https://www.researchandmarkets.com/research/n9r5kr/the_digital?w=5
Laura Wood, Senior Manager
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