In a recently published report by Research Nester, titled “Digital Customer Experience and Service Automation Market: Global Demand Analysis & Opportunity Outlook 2027” delivers detailed overview of the DXE market in terms of market segmentation by components, by services and by application.

The global Digital Customer Experience and Service Automation (DXE) market is segmented by components into hardware and software; by services into training & consulting, support & maintenance, deployment and integration; by application into retail, logistics, BFSI, telecom, healthcare and others and by region. The global DXE market is anticipated to record a CAGR of 28.5% over the forecast period i.e. 2019-2027.

Increasing Number of Digital Platforms

In this digital age of social media explosion and tech development, customer service can now be delivered through various alternative channels rather than the traditional customer service hotline. There has been a rapid increase in the number of people using social media platforms as a means of communication. With constantly evolving digital marketing strategies, social media networks are increasingly used for product identification and customer feedback. It makes social media the natural place to target potential buyers. These factors are expected to drive the market over the forecast period.

Need for Optimum Customer Journey

Shaping the customer journey means deploying effective strategies to improve each and every interaction with the customer. Investing in customer service will help businesses to build a strong customer base and to create a good brand image.

However, rising occurrence of data theft continue to be a rising concern for data security issues among customers. Fake websites offering customer support and even mobile applications enabling data theft through remote connection. Such factors are expected to dampen the market in future.

The market in North America is expected to display a strong growth on the back of high demand of CEM software in end-user industries such as retail, healthcare and marketing. Further, the Europe market is anticipated to induce a budding growth with growing emphasis on customer experience.

The market in Asia Pacific is estimated to be the fastest growing market during the forecast period on account of broad base of call centers and rising use of social media.

Further, for the in-depth analysis, the report encompasses the industry growth drivers, restraints, supply and demand risk, market attractiveness, BPS analysis and Porter’s five force model.

This report also provides the existing competitive scenario of some of the key players of the DXE market which includes company profiling of IBM, SAP, Oracle, SAP and Site core. The profiling enfolds key information of the companies which encompasses business overview, products and services, key financials and recent news and developments. On the whole, the report depicts detailed overview of the Digital Customer Experience and Service Automation market that will help industry consultants, equipment manufacturers, existing players searching for expansion opportunities, new players searching possibilities and other stakeholders to align their market centric strategies according to the ongoing and expected trends in the future.