1 Preface

2 Scope and Methodology
2.1 Objectives of the Study
2.2 Stakeholders
2.3 Data Sources
2.3.1 Primary Sources
2.3.2 Secondary Sources
2.4 Market Estimation
2.4.1 Bottom-Up Approach
2.4.2 Top-Down Approach
2.5 Forecasting Methodology

3 Executive Summary

4 Introduction
4.1 Overview
4.2 Key Industry Trends

5 Global Customer Journey Analytics Market
5.1 Market Overview
5.2 Market Performance
5.3 Impact of COVID-19
5.4 Market Forecast

6 Market Breakup by Component
6.1 Solution
6.1.1 Market Trends
6.1.2 Market Forecast
6.2 Services
6.2.1 Market Trends
6.2.2 Market Forecast

7 Market Breakup by Touchpoint
7.1 Web
7.1.1 Market Trends
7.1.2 Market Forecast
7.2 Social Media
7.2.1 Market Trends
7.2.2 Market Forecast
7.3 Mobile
7.3.1 Market Trends
7.3.2 Market Forecast
7.4 Email
7.4.1 Market Trends
7.4.2 Market Forecast
7.5 Branch and Store
7.5.1 Market Trends
7.5.2 Market Forecast
7.6 Call Center
7.6.1 Market Trends
7.6.2 Market Forecast
7.7 Others
7.7.1 Market Trends
7.7.2 Market Forecast

8 Market Breakup by Deployment
8.1 On-premises
8.1.1 Market Trends
8.1.2 Market Forecast
8.2 Cloud-based
8.2.1 Market Trends
8.2.2 Market Forecast

9 Market Breakup by Organization Size
9.1 Large Enterprises
9.1.1 Market Trends
9.1.2 Market Forecast
9.2 Small and Medium-sized Enterprises
9.2.1 Market Trends
9.2.2 Market Forecast

10 Market Breakup by Application
10.1 Customer Segmentation and Targeting
10.1.1 Market Trends
10.1.2 Market Forecast
10.2 Customer Behavioral Analysis
10.2.1 Market Trends
10.2.2 Market Forecast
10.3 Customer Churn Analysis
10.3.1 Market Trends
10.3.2 Market Forecast
10.4 Brand Management
10.4.1 Market Trends
10.4.2 Market Forecast
10.5 Campaign Management
10.5.1 Market Trends
10.5.2 Market Forecast
10.6 Product Management
10.6.1 Market Trends
10.6.2 Market Forecast
10.7 Others
10.7.1 Market Trends
10.7.2 Market Forecast

11 Market Breakup by Industry Vertical
11.1 BFSI
11.1.1 Market Trends
11.1.2 Market Forecast
11.2 IT and Telecommunications
11.2.1 Market Trends
11.2.2 Market Forecast
11.3 Retail and E-Commerce
11.3.1 Market Trends
11.3.2 Market Forecast
11.4 Healthcare
11.4.1 Market Trends
11.4.2 Market Forecast
11.5 Media and Entertainment
11.5.1 Market Trends
11.5.2 Market Forecast
11.6 Travel and hospitality
11.6.1 Market Trends
11.6.2 Market Forecast
11.7 Others
11.7.1 Market Trends
11.7.2 Market Forecast

12 Market Breakup by Region
12.1 North America
12.1.1 United States
12.1.1.1 Market Trends
12.1.1.2 Market Forecast
12.1.2 Canada
12.1.2.1 Market Trends
12.1.2.2 Market Forecast
12.2 Asia-Pacific
12.2.1 China
12.2.1.1 Market Trends
12.2.1.2 Market Forecast
12.2.2 Japan
12.2.2.1 Market Trends
12.2.2.2 Market Forecast
12.2.3 India
12.2.3.1 Market Trends
12.2.3.2 Market Forecast
12.2.4 South Korea
12.2.4.1 Market Trends
12.2.4.2 Market Forecast
12.2.5 Australia
12.2.5.1 Market Trends
12.2.5.2 Market Forecast
12.2.6 Indonesia
12.2.6.1 Market Trends
12.2.6.2 Market Forecast
12.2.7 Others
12.2.7.1 Market Trends
12.2.7.2 Market Forecast
12.3 Europe
12.3.1 Germany
12.3.1.1 Market Trends
12.3.1.2 Market Forecast
12.3.2 France
12.3.2.1 Market Trends
12.3.2.2 Market Forecast
12.3.3 United Kingdom
12.3.3.1 Market Trends
12.3.3.2 Market Forecast
12.3.4 Italy
12.3.4.1 Market Trends
12.3.4.2 Market Forecast
12.3.5 Spain
12.3.5.1 Market Trends
12.3.5.2 Market Forecast
12.3.6 Russia
12.3.6.1 Market Trends
12.3.6.2 Market Forecast
12.3.7 Others
12.3.7.1 Market Trends
12.3.7.2 Market Forecast
12.4 Latin America
12.4.1 Brazil
12.4.1.1 Market Trends
12.4.1.2 Market Forecast
12.4.2 Mexico
12.4.2.1 Market Trends
12.4.2.2 Market Forecast
12.4.3 Others
12.4.3.1 Market Trends
12.4.3.2 Market Forecast
12.5 Middle East and Africa
12.5.1 Market Trends
12.5.2 Market Breakup by Country
12.5.3 Market Forecast

13 SWOT Analysis
13.1 Overview
13.2 Strengths
13.3 Weaknesses
13.4 Opportunities
13.5 Threats

14 Value Chain Analysis

15 Porters Five Forces Analysis
15.1 Overview
15.2 Bargaining Power of Buyers
15.3 Bargaining Power of Suppliers
15.4 Degree of Competition
15.5 Threat of New Entrants
15.6 Threat of Substitutes

16 Price Analysis

17 Competitive Landscape
17.1 Market Structure
17.2 Key Players
17.3 Profiles of Key Players
17.3.1 Adobe Inc.
17.3.1.1 Company Overview
17.3.1.2 Product Portfolio
17.3.1.3 Financials
17.3.1.4 SWOT Analysis
17.3.2 Callminer Inc.
17.3.2.1 Company Overview
17.3.2.2 Product Portfolio
17.3.3 Cisco Systems Inc.
17.3.3.1 Company Overview
17.3.3.2 Product Portfolio
17.3.3.3 Financials
17.3.3.4 SWOT Analysis
17.3.4 Genesys Telecommunications Laboratories Inc.
17.3.4.1 Company Overview
17.3.4.2 Product Portfolio
17.3.5 Google LLC (Alphabet Inc.)
17.3.5.1 Company Overview
17.3.5.2 Product Portfolio
17.3.6 International Business Machines Corporation
17.3.6.1 Company Overview
17.3.6.2 Product Portfolio
17.3.6.3 Financials
17.3.6.4 SWOT Analysis
17.3.7 Microsoft Corporation
17.3.7.1 Company Overview
17.3.7.2 Product Portfolio
17.3.7.3 Financials
17.3.7.4 SWOT Analysis
17.3.8 NICE Ltd.
17.3.8.1 Company Overview
17.3.8.2 Product Portfolio
17.3.8.3 Financials
17.3.8.4 SWOT Analysis
17.3.9 Oracle Corporation
17.3.9.1 Company Overview
17.3.9.2 Product Portfolio
17.3.9.3 Financials
17.3.9.4 SWOT Analysis
17.3.10 Salesforce Inc.
17.3.10.1 Company Overview
17.3.10.2 Product Portfolio
17.3.10.3 Financials
17.3.10.4 SWOT Analysis
17.3.11 SAP SE
17.3.11.1 Company Overview
17.3.11.2 Product Portfolio
17.3.11.3 Financials
17.3.11.4 SWOT Analysis
17.3.12 Teradata Corporation
17.3.12.1 Company Overview
17.3.12.2 Product Portfolio
17.3.12.3 Financials
17.3.13 Verint Systems Inc.
17.3.13.1 Company Overview
17.3.13.2 Product Portfolio
17.3.13.3 Financials
17.3.13.4 SWOT Analysis