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Customer Intelligence (CI) Market - Global Industry Analysis, Size, Share, Growth, Trends and Forecast 2016 - 2024

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Customer intelligence (CI) is the process of collecting and analyzing information about customers and their activities. This activity helps merchants build deeper and more effective relationships with their customers and improves organizations’ strategic decision-making by providing rich insights into the customer base. CI is a key component of effective customer relationship management (CRM). There are various sources of data for customer intelligence: speech analytics, which is used to monitor telephone conversations between the company and its customers; frontline data capture, which forms part of a CRM software solution; etc. CI provides insights into customers’ experience in interacting with the company and helps in coming up with explanations behind customer activities. CI is a sophisticated tool and has become the mandate across companies. The recent trend of this industry includes a transition from multi-channel customer engagement to omni-channel customer engagement, in which the customer’s entire journey is tracked across all the channels.

Enterprises across various industries are experiencing difficulties in retaining customers, knowing about them, and engaging with empowered customers. To overcome these challenges companies are employing information systems such as customer intelligence, which is driving the CI market. Moreover, companies are engaging more and more customers to know more about them, with increasing competition in the industry forcing companies to use customer intelligence system more effectively. In CI, companies need to derive valuable insights from the data available. So they need skilled personnel for this. The shortage of skilled personnel is expected to hinder the growth of the customer intelligence market. Customers have access to more and more information, so they have more choices and more opportunities to broadcast their opinions widely. This is giving the CI market opportunities to grow. Emerging technologies, such as big data and advanced analytics, which can analyze information from multiple channels in real time to produce customized offers in fractions of a second are also expected to provide opportunities for growth.

The global CI market is segmented on the basis of solutions, services, verticals, and regions. In terms of solutions, the market can be segmented into web analytics, voice analytics, mobile analytics, social media analytics, and others. The market is classified on the basis of services into consulting, integration, and maintenance segments. On the basis of verticals, the market is classified into the telecom, BFSI, retail, health care & life sciences, media & entertainment, manufacturing, travel & tourism, utilities, and others segments. The market segments in terms of geographical regions are North America, Asia Pacific, Europe, Middle East & Africa (MEA), and South America. Asia Pacific region is expected grow at a significant rate in the market owing to the wide adoption of the Internet, social media, and mobile devices, through which customers are able to express themselves and customer intelligence professionals are able to extract valuable insights from the data.

Industry participants leading the customer intelligence market with the most significant developments are Microsoft Corporation, SAS Institute Inc., Open Text Corporation, Qlik International AB, Verint Systems, FICO Inc., Information Builders Inc, Angoss Software Corp, IBM Corporation, and SAP SE.

The report offers a comprehensive evaluation of the market. It does so via in-depth qualitative insights, historical data, and verifiable projections about market size. The projections featured in the report have been derived using proven research methodologies and assumptions. By doing so, the research report serves as a repository of analysis and information for every facet of the market, including but not limited to: Regional markets, technology, types, and applications.

The study is a source of reliable data on:

  • Market segments and sub-segments
  • Market trends and dynamics
  • Supply and demand
  • Market size
  • Current trends/opportunities/challenges
  • Competitive landscape
  • Technological breakthroughs
  • Value chain and stakeholder analysis

The regional analysis covers:

  • North America (U.S. and Canada)
  • Latin America (Mexico, Brazil, Peru, Chile, and others)
  • Western Europe (Germany, U.K., France, Spain, Italy, Nordic countries, Belgium, Netherlands, and Luxembourg)
  • Eastern Europe (Poland and Russia)
  • Asia Pacific (China, India, Japan, ASEAN, Australia, and New Zealand)
  • Middle East and Africa (GCC, Southern Africa, and North Africa)

The report has been compiled through extensive primary research (through interviews, surveys, and observations of seasoned analysts) and secondary research (which entails reputable paid sources, trade journals, and industry body databases). The report also features a complete qualitative and quantitative assessment by analyzing data gathered from industry analysts and market participants across key points in the industry’s value chain.

A separate analysis of prevailing trends in the parent market, macro- and micro-economic indicators, and regulations and mandates is included under the purview of the study. By doing so, the report projects the attractiveness of each major segment over the forecast period.

Highlights of the report:

  • A complete backdrop analysis, which includes an assessment of the parent market
  • Important changes in market dynamics
  • Market segmentation up to the second or third level
  • Historical, current, and projected size of the market from the standpoint of both value and volume
  • Reporting and evaluation of recent industry developments
  • Market shares and strategies of key players
  • Emerging niche segments and regional markets
  • An objective assessment of the trajectory of the market
  • Recommendations to companies for strengthening their foothold in the market  
     

Note: Although care has been taken to maintain the highest levels of accuracy in TMR’s reports, recent market/vendor-specific changes may take time to reflect in the analysis.


Note : All statements of fact, opinion, or analysis expressed in reports are those of the respective analysts. They do not necessarily reflect formal positions or views of Transparency Market Research.


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