Spending in Digital Customer Experience and Engagement Solutions Market Outlook (2023 to 2033)

The spending in the digital customer experience and engagement solutions market was valued at around US$ 412.5 million in 2023. With a projected CAGR of 4.8% for the next ten years, the market is likely to reach a valuation of nearly US$ 661.3 million by the end of 2033. The recent surge in expectation for a good customer experience and personalization has triggered the demand for spending on digital customer experience and engagement solutions.

Report Attributes Details
Global Spending in Digital Customer Experience And Engagement Solutions Market Size (2022) US$ 399.7 million
Global Spending in Digital Customer Experience And Engagement Solutions Market Size (2023) US$ 412.5 million
Global Spending in Digital Customer Experience And Engagement Solutions Market Projected Market Value (2033) US$ 661.3 million
Global Spending in Digital Customer Experience And Engagement Solutions Market Growth Rate (2023 to 2033) 4.8% CAGR
North America Spending in Digital Customer Experience And Engagement Solutions Market Share (2021) >35%
Key Companies Profiled
  • Accenture PLC
  • Capgemini SE
  • Cognizant
  • IBM Corporation
  • Liferay Inc.
  • MEGA International
  • Orange Business Services
  • Tietoevry Corporation
  • SAS Institute Inc.
  • KOFAX Inc.
  • NCR Corporation
  • Tata Consultancy Services Limited
  • Zendesk Inc.
  • SAS Institute Inc.

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Sales Analysis of Spending in Digital Customer Experience and Engagement Solutions from 2018 to 2022 vs. Market Outlook for 2023 to 2033

The global market for spending on digital customer experience and engagement solutions expanded at a CAGR of 2.7% over the last five years. The market growth is projected to benefit from the surge in the B2B customer expectation for an enhanced and personalized customer experience, leading to increased avenues for the key industry players shaping the spending in digital customer experience and engagement solutions industry in the forthcoming years.

The global spending in the digital customer experience and engagement solutions market is predicted to surge at a CAGR of 4.8% and record sales worth US$ 661.3 million by the end of 2033. The United States may remain the leading market throughout the analysis period, accounting for over US$ 69.2 million absolute dollar opportunity in the coming 10-year epoch.

Increasing Use of the Customer Awareness Segment Impacted the Spending in Digital Customer Experience and Engagement Solutions Market

In the forthcoming years, it is expected that the customer awareness segment of the spending in digital customer experience and engagement solutions market may experience a CAGR of 4.9%. According to a 2022 survey, around 77% of customers tend to be better at being loyal to businesses offering marvelous services, which further expedites the customer analytics sub-segment of the customer awareness segment, which aids in improving customer experience and loyalty.

As of 2021, over 63% of companies across the globe are focusing more on customer experiences. Findings of another market survey have noted that around 71% of the customers may discontinue using the services of a company if it is found that their data is shared without permission, a development that directly impacts the growth of the customer data management platforms under the customer awareness segment by solution.

Furthermore, at 2.1 billion, with nearly 30% of the global populace digitizing their shopping experience, the requirement for a personalized omnichannel experience is surging, leading industry players such as Amazon.com Inc. in the retail and wholesale industry vertical to leverage customer analytics. All these attributes are anticipated to positively impact the spending in digital customer experience and engagement solutions market in the upcoming 10-year epoch.

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Sudip Saha

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Spending in Digital Customer Experience and Engagement Solutions Demand Expected to Perform with their Growing Necessity in Business to Business (B2B) Segment

The business-to-business segment by business type of spending in the digital customer experience and engagement solutions market may be witnessing a CAGR of 4.7 % in the upcoming 10-year epoch. The business-to-business (B2B) segment by business type becomes convalescent when the B2B organizations work efficiently for customer experience enhancement. With the demand for personalization increasing among customers, B2B e-commerce and sales teams increasingly focus on customer data analytics.

A study has recently found that 80% of the B2B customer cohort post-pandemic tends to expect a buying experience similar to that of the business-to-customer (B2C) segment. Besides, a 2020 study further estimates that by 2025, around 80% of the net B2B sales transactions may be happening via digital channels. More recently, in 2022, it is predicted that by the end of 2026, over 65% of the B2B sales may be transitioning to data-driven decision-making from intuition-based decision-making.

Nearly 75% of the B2B customers find themselves being extensively influenced by the social media segment by touch point, with 84% of senior executives using the platform to support purchase decisions. Moreover, automation solutions pertaining to the business-to-business (B2B) segment are estimated to rise during the forthcoming years to keep up with the increasing trends of digitization across the globe.

With key players in the B2B segment focusing on marketing automation and personalizing customer experience and requirements, this segment is anticipated to positively impact the spending in digital customer experience and engagement solutions market.

Category-wise Insights

Asia Pacific Stand as the Most Lucrative Market for Spending on Digital Customer Experience and Engagement Solutions Market

Asia Pacific may continue to be lucrative for spending in the digital customer experience and engagement solutions market in the forthcoming years. Among the various attributes favoring the market in Asia Pacific, new product launches are also included. In January 2020, the Cheetah Digital Customer Engagement Suite was launched in Japan, which provides business firms with immaculate ways of marketing to consumers. This also aids the 5.7% CAGR the country is set to witness by the end of 2033.

A recent survey noted that in India, enhancing customer experience across financial services, healthcare, retail, media, telecommunications, and travel may aid the unlocking of US$ 200 billion in brand value, along with improving the total valuation of businesses by around 125 to 400%. Also, taking into account the data related to the CX Index in India, around 80% of customers tend to recommend a brand after a satisfying experience, and only 35% may recommend it after a poor experience.

The Spending in Digital Customer Experience and Engagement Solutions Market in North America is Speeding Up

It is estimated that the North-American region may maintain its market share of more than 35% intact in the spending in the digital customer experience and engagement solutions market. One of the key attributes associated with the growth of the spending in the digital customer experience and engagement solutions market in the region is the extensive surge in spending witnessed by digital marketing in both Canada and the United States.

As of 2020, the most beneficial advertising medium in Canada was digital media, standing at US$ 5.9 billion in ad revenue, accounting for over half of the ad revenue generated in the nation. According to a March 2022 report, the churn rates associated with content streaming platforms in the United States are among the world's leading. This attribute aids in augmenting the requirement for customer engagement solutions, which helps reduce churn rates, thus leading to a surge in customer engagement. All these factors are anticipated to augment the requirement for spending in the digital customer experience and engagement solutions market in the forthcoming years.

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Country-wise Insights

The United States is Expected to Play a Significant Role in the Global Spending in Digital Customer Experience and Engagement Solutions Demand

The United States commands a global market share of over 25% in the spending in the digital customer experience and engagement solutions market and may continue to keep it intact. The country is expected to witness a CAGR of 5.2% coupled with an absolute dollar opportunity of US$ 69.2 million to reach a total market valuation of US$ 174.7 million by the end of 2033. The most popular form of advertising and marketing used across the industry verticals in the United States is the Social Media segment.

According to a recent report, as of 2021, around 91.9% of the United States business marketers with more than 100 employees tended to use social media for marketing and advertising. Additionally, over US$ 153 billion was the cost associated with internet advertising and is estimated to surge ahead in the forthcoming years.

The market growth associated with social media is also expedited by the large cohort of social media users in the country, which is anticipated to increase further during the upcoming 10-year epoch. Presently, with over 231.5 million people, 72.3% of the total United States population uses social media. Additionally, the United States is among the leading and most mature industries in the world pertaining to adopting B2B e-commerce. B2B e-commerce was valued at US$ 6.7 trillion in the United States as of 2019. The attributes contributing to this growth that may further expedite it in the forthcoming years are the consistent shift of B2B customers to online corporate purchases from the more conservative buying methods. All these attributes may expedite the growth of the Spending in the Digital Customer Experience and Engagement Solutions Market in the United States during the upcoming 10-year forecast period.

Competitive Analysis

Accenture PLC, Capgemini SE, Cognizant, IBM Corporation, Liferay Inc., MEGA International, Orange Business Services, Tietoevry Corporation, SAS Institute Inc., KOFAX Inc., NCR Corporation, Tata Consultancy Services (TCS) Limited, Zendesk Inc., and SAS Institute Inc. are among the key players worldwide driving the competitive landscape of the market. Several companies are adopting strategies such as mergers, acquisitions, and partnerships to expand their product portfolio and simultaneously capitalize on the growing market demand.

Recent Developments

  • January 2023: Cheetah Digital Announces Customer Engagement Suite in Japan. Cheetah Digital, a prominent supplier of consumer engagement solutions, released its consumer Engagement Suite in Japan. The suite provides several options enabling companies to communicate with their consumers across channels, including email, SMS, push notifications, and social media.
  • February 2023: Salesforce Releases New Customer 360 Platform. Salesforce, a renowned supplier of CRM software, launched a new edition of its Customer 360 platform. The new platform contains various new features and capabilities, including a single picture of the consumer, predictive analytics, and AI-powered insights.

Key Segments Covered in Market Survey

The spending in digital customer experience and engagement solutions market is segmented based on business type, touchpoints, industry, enterprise size, solution, and region.

By Business Type:

  • Business-to-Business (B2B)
  • Business-to-Consumer (B2C)
  • Business-to-Business-to-Consumer (B2B2C)

By Touch Points:

  • Social media
  • Gamification
  • Digital Marketing
  • Mobility

By Industry:

  • Banking
  • Insurance
  • Manufacturing
  • Public Sector
  • Telecommunications
  • Utilities
  • Retail and wholesale
  • Services & Consumers
  • Transport

By Enterprise Size:

  • Small Enterprises
  • Medium Enterprises
  • Large Enterprises

By Solution:

  • Customer Awareness
    • Customer data management platforms
    • Customer Analytics
    • Advertising & Marketing
  • Customer Engagement
    • Personalization/Content Targeting
    • Cross Selling/ Upselling
    • UI Design
  • Purchase and relation
    • Loyalty Programs
    • Transactions/ Sales
    • Virtual Trials/ Displays
  • Support Services
    • Chatbot
    • Self-serve tools
    • Digital surveys
    • Case Management

By Region:

  • North America
    • The US
    • Canada
  • Asia Pacific
    • China
    • Japan
    • South Korea
    • India
  • Europe
    • Germany
    • UK
    • France
    • Russia
    • Italy
  • The Middle East and Africa (MEA)
    • South Africa
    • Saudi Arabia
    • UAE
    • Nigeria
    • Egypt
  • Latin America
    • Mexico
    • Brazil
    • Argentina
    • Colombia

Frequently Asked Questions

What is the Growth Rate of the Market until 2033?

By 2033, the market is likely to expand at a 4.8% CAGR.

What is the 2023 Market Value?

The 2023 market value is US$ 412.5 million.

What was the Historical CAGR of the Market?

From 2018 to 2022, the market expanded at a 2.7% CAGR.

What is the Growth Rate of the United States?

The United States is expected to develop at a 5.2% CAGR by 2033.

Which Business Type is most Preferred?

Business-to-Business (B2B) is expected to be highly preferred.

Table of Content
1. Executive Summary
    1.1. Global Market Outlook
    1.2. Demand-side Trends
    1.3. Supply-side Trends
    1.4. Technology Roadmap Analysis
    1.5. Analysis and Recommendations
2. Market Overview
    2.1. Market Coverage / Taxonomy
    2.2. Market Definition / Scope / Limitations
3. Market Background
    3.1. Market Dynamics
        3.1.1. Drivers
        3.1.2. Restraints
        3.1.3. Opportunity
        3.1.4. Trends
    3.2. Scenario Forecast
        3.2.1. Demand in Optimistic Scenario
        3.2.2. Demand in Likely Scenario
        3.2.3. Demand in Conservative Scenario
    3.3. Opportunity Map Analysis
    3.4. Investment Feasibility Matrix
    3.5. PESTLE and Porter’s Analysis
    3.6. Regulatory Landscape
        3.6.1. By Key Regions
        3.6.2. By Key Countries
    3.7. Regional Parent Market Outlook
4. Global Market Analysis 2018 to 2022 and Forecast, 2023 to 2033
    4.1. Historical Market Size Value (US$ Million) Analysis, 2018 to 2022
    4.2. Current and Future Market Size Value (US$ Million) Projections, 2023 to 2033
        4.2.1. Y-o-Y Growth Trend Analysis
        4.2.2. Absolute $ Opportunity Analysis
5. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Business Type
    5.1. Introduction / Key Findings
    5.2. Historical Market Size Value (US$ Million) Analysis By Business Type, 2018 to 2022
    5.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Business Type, 2023 to 2033
        5.3.1. Business to Business (B2B)
        5.3.2. Business to Consumer (B2C)
        5.3.3. Business to Business to Consumer (B2B2C)
    5.4. Y-o-Y Growth Trend Analysis By Business Type, 2018 to 2022
    5.5. Absolute $ Opportunity Analysis By Business Type, 2023 to 2033
6. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Touch Points
    6.1. Introduction / Key Findings
    6.2. Historical Market Size Value (US$ Million) Analysis By Touch Points, 2018 to 2022
    6.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Touch Points, 2023 to 2033
        6.3.1. Social Media
        6.3.2. Gamification
        6.3.3. Digital Marketing
        6.3.4. Mobility
    6.4. Y-o-Y Growth Trend Analysis By Touch Points, 2018 to 2022
    6.5. Absolute $ Opportunity Analysis By Touch Points, 2023 to 2033
7. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Industry
    7.1. Introduction / Key Findings
    7.2. Historical Market Size Value (US$ Million) Analysis By Industry , 2018 to 2022
    7.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Industry , 2023 to 2033
        7.3.1. Banking
        7.3.2. Insurance
        7.3.3. Manufacturing
        7.3.4. Public Sector
        7.3.5. Telecommunications
        7.3.6. Utilities
        7.3.7. Retail and wholesale
        7.3.8. Services & Consumers
        7.3.9. Transport
    7.4. Y-o-Y Growth Trend Analysis By Industry , 2018 to 2022
    7.5. Absolute $ Opportunity Analysis By Industry , 2023 to 2033
8. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Enterprise Size
    8.1. Introduction / Key Findings
    8.2. Historical Market Size Value (US$ Million) Analysis By Enterprise Size, 2018 to 2022
    8.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Enterprise Size, 2023 to 2033
        8.3.1. Small Enterprises
        8.3.2. Medium Enterprises
        8.3.3. Large Enterprises
    8.4. Y-o-Y Growth Trend Analysis By Enterprise Size, 2018 to 2022
    8.5. Absolute $ Opportunity Analysis By Enterprise Size, 2023 to 2033
9. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Solution
    9.1. Introduction / Key Findings
    9.2. Historical Market Size Value (US$ Million) Analysis By Solution, 2018 to 2022
    9.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Solution, 2023 to 2033
        9.3.1. Customer Awareness
            9.3.1.1. Customer data management platforms
            9.3.1.2. Customer Analytics
            9.3.1.3. Advertising & Marketing
        9.3.2. Customer Engagement
            9.3.2.1. Personalization/Content Targeting
            9.3.2.2. Cross Selling/ Upselling
            9.3.2.3. UI Design
        9.3.3. Purchase and relation
            9.3.3.1. Loyalty Programs
            9.3.3.2. Transactions/ Sales
            9.3.3.3. Virtual Trials/ Displays
        9.3.4. Support Services
            9.3.4.1. Chatbot
            9.3.4.2. Self-serve tools
            9.3.4.3. Digital surveys
            9.3.4.4. Case Management
    9.4. Y-o-Y Growth Trend Analysis By Solution, 2018 to 2022
    9.5. Absolute $ Opportunity Analysis By Solution, 2023 to 2033
10. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Region
    10.1. Introduction
    10.2. Historical Market Size Value (US$ Million) Analysis By Region, 2018 to 2022
    10.3. Current Market Size Value (US$ Million) Analysis and Forecast By Region, 2023 to 2033
        10.3.1. North America
        10.3.2. Latin America
        10.3.3. Western Europe
        10.3.4. Eastern Europe
        10.3.5. South Asia and Pacific
        10.3.6. East Asia
        10.3.7. Middle East and Africa
    10.4. Market Attractiveness Analysis By Region
11. North America Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
    11.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
    11.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
        11.2.1. By Country
            11.2.1.1. USA.
            11.2.1.2. Canada
        11.2.2. By Business Type
        11.2.3. By Touch Points
        11.2.4. By Industry
        11.2.5. By Enterprise Size
        11.2.6. By Solution
    11.3. Market Attractiveness Analysis
        11.3.1. By Country
        11.3.2. By Business Type
        11.3.3. By Touch Points
        11.3.4. By Industry
        11.3.5. By Enterprise Size
        11.3.6. By Solution
    11.4. Key Takeaways
12. Latin America Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
    12.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
    12.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
        12.2.1. By Country
            12.2.1.1. Brazil
            12.2.1.2. Mexico
            12.2.1.3. Rest of Latin America
        12.2.2. By Business Type
        12.2.3. By Touch Points
        12.2.4. By Industry
        12.2.5. By Enterprise Size
        12.2.6. By Solution
    12.3. Market Attractiveness Analysis
        12.3.1. By Country
        12.3.2. By Business Type
        12.3.3. By Touch Points
        12.3.4. By Industry
        12.3.5. By Enterprise Size
        12.3.6. By Solution
    12.4. Key Takeaways
13. Western Europe Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
    13.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
    13.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
        13.2.1. By Country
            13.2.1.1. Germany
            13.2.1.2. United Kingdom.
            13.2.1.3. France
            13.2.1.4. Spain
            13.2.1.5. Italy
            13.2.1.6. Rest of Western Europe
        13.2.2. By Business Type
        13.2.3. By Touch Points
        13.2.4. By Industry
        13.2.5. By Enterprise Size
        13.2.6. By Solution
    13.3. Market Attractiveness Analysis
        13.3.1. By Country
        13.3.2. By Business Type
        13.3.3. By Touch Points
        13.3.4. By Industry
        13.3.5. By Enterprise Size
        13.3.6. By Solution
    13.4. Key Takeaways
14. Eastern Europe Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
    14.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
    14.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
        14.2.1. By Country
            14.2.1.1. Poland
            14.2.1.2. Russia
            14.2.1.3. Czech Republic
            14.2.1.4. Romania
            14.2.1.5. Rest of Eastern Europe
        14.2.2. By Business Type
        14.2.3. By Touch Points
        14.2.4. By Industry
        14.2.5. By Enterprise Size
        14.2.6. By Solution
    14.3. Market Attractiveness Analysis
        14.3.1. By Country
        14.3.2. By Business Type
        14.3.3. By Touch Points
        14.3.4. By Industry
        14.3.5. By Enterprise Size
        14.3.6. By Solution
    14.4. Key Takeaways
15. South Asia and Pacific Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
    15.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
    15.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
        15.2.1. By Country
            15.2.1.1. India
            15.2.1.2. Bangladesh
            15.2.1.3. Australia
            15.2.1.4. New Zealand
            15.2.1.5. Rest of South Asia and Pacific
        15.2.2. By Business Type
        15.2.3. By Touch Points
        15.2.4. By Industry
        15.2.5. By Enterprise Size
        15.2.6. By Solution
    15.3. Market Attractiveness Analysis
        15.3.1. By Country
        15.3.2. By Business Type
        15.3.3. By Touch Points
        15.3.4. By Industry
        15.3.5. By Enterprise Size
        15.3.6. By Solution
    15.4. Key Takeaways
16. East Asia Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
    16.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
    16.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
        16.2.1. By Country
            16.2.1.1. China
            16.2.1.2. Japan
            16.2.1.3. South Korea
        16.2.2. By Business Type
        16.2.3. By Touch Points
        16.2.4. By Industry
        16.2.5. By Enterprise Size
        16.2.6. By Solution
    16.3. Market Attractiveness Analysis
        16.3.1. By Country
        16.3.2. By Business Type
        16.3.3. By Touch Points
        16.3.4. By Industry
        16.3.5. By Enterprise Size
        16.3.6. By Solution
    16.4. Key Takeaways
17. Middle East and Africa Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
    17.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
    17.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
        17.2.1. By Country
            17.2.1.1. GCC Countries
            17.2.1.2. South Africa
            17.2.1.3. Israel
            17.2.1.4. Rest of MEA
        17.2.2. By Business Type
        17.2.3. By Touch Points
        17.2.4. By Industry
        17.2.5. By Enterprise Size
        17.2.6. By Solution
    17.3. Market Attractiveness Analysis
        17.3.1. By Country
        17.3.2. By Business Type
        17.3.3. By Touch Points
        17.3.4. By Industry
        17.3.5. By Enterprise Size
        17.3.6. By Solution
    17.4. Key Takeaways
18. Key Countries Market Analysis
    18.1. USA.
        18.1.1. Pricing Analysis
        18.1.2. Market Share Analysis, 2022
            18.1.2.1. By Business Type
            18.1.2.2. By Touch Points
            18.1.2.3. By Industry
            18.1.2.4. By Enterprise Size
            18.1.2.5. By Solution
    18.2. Canada
        18.2.1. Pricing Analysis
        18.2.2. Market Share Analysis, 2022
            18.2.2.1. By Business Type
            18.2.2.2. By Touch Points
            18.2.2.3. By Industry
            18.2.2.4. By Enterprise Size
            18.2.2.5. By Solution
    18.3. Brazil
        18.3.1. Pricing Analysis
        18.3.2. Market Share Analysis, 2022
            18.3.2.1. By Business Type
            18.3.2.2. By Touch Points
            18.3.2.3. By Industry
            18.3.2.4. By Enterprise Size
            18.3.2.5. By Solution
    18.4. Mexico
        18.4.1. Pricing Analysis
        18.4.2. Market Share Analysis, 2022
            18.4.2.1. By Business Type
            18.4.2.2. By Touch Points
            18.4.2.3. By Industry
            18.4.2.4. By Enterprise Size
            18.4.2.5. By Solution
    18.5. Germany
        18.5.1. Pricing Analysis
        18.5.2. Market Share Analysis, 2022
            18.5.2.1. By Business Type
            18.5.2.2. By Touch Points
            18.5.2.3. By Industry
            18.5.2.4. By Enterprise Size
            18.5.2.5. By Solution
    18.6. United Kingdom.
        18.6.1. Pricing Analysis
        18.6.2. Market Share Analysis, 2022
            18.6.2.1. By Business Type
            18.6.2.2. By Touch Points
            18.6.2.3. By Industry
            18.6.2.4. By Enterprise Size
            18.6.2.5. By Solution
    18.7. France
        18.7.1. Pricing Analysis
        18.7.2. Market Share Analysis, 2022
            18.7.2.1. By Business Type
            18.7.2.2. By Touch Points
            18.7.2.3. By Industry
            18.7.2.4. By Enterprise Size
            18.7.2.5. By Solution
    18.8. Spain
        18.8.1. Pricing Analysis
        18.8.2. Market Share Analysis, 2022
            18.8.2.1. By Business Type
            18.8.2.2. By Touch Points
            18.8.2.3. By Industry
            18.8.2.4. By Enterprise Size
            18.8.2.5. By Solution
    18.9. Italy
        18.9.1. Pricing Analysis
        18.9.2. Market Share Analysis, 2022
            18.9.2.1. By Business Type
            18.9.2.2. By Touch Points
            18.9.2.3. By Industry
            18.9.2.4. By Enterprise Size
            18.9.2.5. By Solution
    18.10. Poland
        18.10.1. Pricing Analysis
        18.10.2. Market Share Analysis, 2022
            18.10.2.1. By Business Type
            18.10.2.2. By Touch Points
            18.10.2.3. By Industry
            18.10.2.4. By Enterprise Size
            18.10.2.5. By Solution
    18.11. Russia
        18.11.1. Pricing Analysis
        18.11.2. Market Share Analysis, 2022
            18.11.2.1. By Business Type
            18.11.2.2. By Touch Points
            18.11.2.3. By Industry
            18.11.2.4. By Enterprise Size
            18.11.2.5. By Solution
    18.12. Czech Republic
        18.12.1. Pricing Analysis
        18.12.2. Market Share Analysis, 2022
            18.12.2.1. By Business Type
            18.12.2.2. By Touch Points
            18.12.2.3. By Industry
            18.12.2.4. By Enterprise Size
            18.12.2.5. By Solution
    18.13. Romania
        18.13.1. Pricing Analysis
        18.13.2. Market Share Analysis, 2022
            18.13.2.1. By Business Type
            18.13.2.2. By Touch Points
            18.13.2.3. By Industry
            18.13.2.4. By Enterprise Size
            18.13.2.5. By Solution
    18.14. India
        18.14.1. Pricing Analysis
        18.14.2. Market Share Analysis, 2022
            18.14.2.1. By Business Type
            18.14.2.2. By Touch Points
            18.14.2.3. By Industry
            18.14.2.4. By Enterprise Size
            18.14.2.5. By Solution
    18.15. Bangladesh
        18.15.1. Pricing Analysis
        18.15.2. Market Share Analysis, 2022
            18.15.2.1. By Business Type
            18.15.2.2. By Touch Points
            18.15.2.3. By Industry
            18.15.2.4. By Enterprise Size
            18.15.2.5. By Solution
    18.16. Australia
        18.16.1. Pricing Analysis
        18.16.2. Market Share Analysis, 2022
            18.16.2.1. By Business Type
            18.16.2.2. By Touch Points
            18.16.2.3. By Industry
            18.16.2.4. By Enterprise Size
            18.16.2.5. By Solution
    18.17. New Zealand
        18.17.1. Pricing Analysis
        18.17.2. Market Share Analysis, 2022
            18.17.2.1. By Business Type
            18.17.2.2. By Touch Points
            18.17.2.3. By Industry
            18.17.2.4. By Enterprise Size
            18.17.2.5. By Solution
    18.18. China
        18.18.1. Pricing Analysis
        18.18.2. Market Share Analysis, 2022
            18.18.2.1. By Business Type
            18.18.2.2. By Touch Points
            18.18.2.3. By Industry
            18.18.2.4. By Enterprise Size
            18.18.2.5. By Solution
    18.19. Japan
        18.19.1. Pricing Analysis
        18.19.2. Market Share Analysis, 2022
            18.19.2.1. By Business Type
            18.19.2.2. By Touch Points
            18.19.2.3. By Industry
            18.19.2.4. By Enterprise Size
            18.19.2.5. By Solution
    18.20. South Korea
        18.20.1. Pricing Analysis
        18.20.2. Market Share Analysis, 2022
            18.20.2.1. By Business Type
            18.20.2.2. By Touch Points
            18.20.2.3. By Industry
            18.20.2.4. By Enterprise Size
            18.20.2.5. By Solution
    18.21. GCC Countries
        18.21.1. Pricing Analysis
        18.21.2. Market Share Analysis, 2022
            18.21.2.1. By Business Type
            18.21.2.2. By Touch Points
            18.21.2.3. By Industry
            18.21.2.4. By Enterprise Size
            18.21.2.5. By Solution
    18.22. South Africa
        18.22.1. Pricing Analysis
        18.22.2. Market Share Analysis, 2022
            18.22.2.1. By Business Type
            18.22.2.2. By Touch Points
            18.22.2.3. By Industry
            18.22.2.4. By Enterprise Size
            18.22.2.5. By Solution
    18.23. Israel
        18.23.1. Pricing Analysis
        18.23.2. Market Share Analysis, 2022
            18.23.2.1. By Business Type
            18.23.2.2. By Touch Points
            18.23.2.3. By Industry
            18.23.2.4. By Enterprise Size
            18.23.2.5. By Solution
19. Market Structure Analysis
    19.1. Competition Dashboard
    19.2. Competition Benchmarking
    19.3. Market Share Analysis of Top Players
        19.3.1. By Regional
        19.3.2. By Business Type
        19.3.3. By Touch Points
        19.3.4. By Industry
        19.3.5. By Enterprise Size
        19.3.6. By Solution
20. Competition Analysis
    20.1. Competition Deep Dive
        20.1.1. Accenture PLC
            20.1.1.1. Overview
            20.1.1.2. Product Portfolio
            20.1.1.3. Profitability by Market Segments
            20.1.1.4. Sales Footprint
            20.1.1.5. Strategy Overview
                20.1.1.5.1. Marketing Strategy
        20.1.2. Capgemini SE
            20.1.2.1. Overview
            20.1.2.2. Product Portfolio
            20.1.2.3. Profitability by Market Segments
            20.1.2.4. Sales Footprint
            20.1.2.5. Strategy Overview
                20.1.2.5.1. Marketing Strategy
        20.1.3. Cognizant
            20.1.3.1. Overview
            20.1.3.2. Product Portfolio
            20.1.3.3. Profitability by Market Segments
            20.1.3.4. Sales Footprint
            20.1.3.5. Strategy Overview
                20.1.3.5.1. Marketing Strategy
        20.1.4. IBM Corporation
            20.1.4.1. Overview
            20.1.4.2. Product Portfolio
            20.1.4.3. Profitability by Market Segments
            20.1.4.4. Sales Footprint
            20.1.4.5. Strategy Overview
                20.1.4.5.1. Marketing Strategy
        20.1.5. Liferay Inc.
            20.1.5.1. Overview
            20.1.5.2. Product Portfolio
            20.1.5.3. Profitability by Market Segments
            20.1.5.4. Sales Footprint
            20.1.5.5. Strategy Overview
                20.1.5.5.1. Marketing Strategy
        20.1.6. MEGA International
            20.1.6.1. Overview
            20.1.6.2. Product Portfolio
            20.1.6.3. Profitability by Market Segments
            20.1.6.4. Sales Footprint
            20.1.6.5. Strategy Overview
                20.1.6.5.1. Marketing Strategy
        20.1.7. Orange Business Services
            20.1.7.1. Overview
            20.1.7.2. Product Portfolio
            20.1.7.3. Profitability by Market Segments
            20.1.7.4. Sales Footprint
            20.1.7.5. Strategy Overview
                20.1.7.5.1. Marketing Strategy
        20.1.8. Tietoevry Corporation
            20.1.8.1. Overview
            20.1.8.2. Product Portfolio
            20.1.8.3. Profitability by Market Segments
            20.1.8.4. Sales Footprint
            20.1.8.5. Strategy Overview
                20.1.8.5.1. Marketing Strategy
        20.1.9. SAS Institute Inc.
            20.1.9.1. Overview
            20.1.9.2. Product Portfolio
            20.1.9.3. Profitability by Market Segments
            20.1.9.4. Sales Footprint
            20.1.9.5. Strategy Overview
                20.1.9.5.1. Marketing Strategy
        20.1.10. KOFAX Inc.
            20.1.10.1. Overview
            20.1.10.2. Product Portfolio
            20.1.10.3. Profitability by Market Segments
            20.1.10.4. Sales Footprint
            20.1.10.5. Strategy Overview
                20.1.10.5.1. Marketing Strategy
        20.1.11. NCR Corporation
            20.1.11.1. Overview
            20.1.11.2. Product Portfolio
            20.1.11.3. Profitability by Market Segments
            20.1.11.4. Sales Footprint
            20.1.11.5. Strategy Overview
                20.1.11.5.1. Marketing Strategy
        20.1.12. Tata Consultancy Services Limited
            20.1.12.1. Overview
            20.1.12.2. Product Portfolio
            20.1.12.3. Profitability by Market Segments
            20.1.12.4. Sales Footprint
            20.1.12.5. Strategy Overview
                20.1.12.5.1. Marketing Strategy
        20.1.13. Zendesk Inc.
            20.1.13.1. Overview
            20.1.13.2. Product Portfolio
            20.1.13.3. Profitability by Market Segments
            20.1.13.4. Sales Footprint
            20.1.13.5. Strategy Overview
                20.1.13.5.1. Marketing Strategy
        20.1.14. SAS Institute Inc.
            20.1.14.1. Overview
            20.1.14.2. Product Portfolio
            20.1.14.3. Profitability by Market Segments
            20.1.14.4. Sales Footprint
            20.1.14.5. Strategy Overview
                20.1.14.5.1. Marketing Strategy
21. Assumptions & Acronyms Used
22. Research Methodology
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