Customer Intelligence Platform Market
Customer Intelligence Platform Market Size, Share & Trends Analysis Report by Component (Platform and Services).by Deployment Mode (Cloud and On-Premises).by Application (Customer Data Collection and Management, Customer Segmentation and Targeting, Customer Experience Management, Customer Behavior Analytics, Omni channel Marketing and Personalized Recommendation).and by Industry Verticals (BFSI, IT and Telecom, Retail and E-commerce, Healthcare, Media and Entertainment, Manufacturing, Travel and Tourism and Others).Forecast Period (2024-2031).
Customer intelligence platform market is anticipated to grow at a significant CAGR of 12.2% during the forecast period (2024-2031). The market growth is attributed to the growing adoption of customer intelligence platforms in BFSI, IT, telecom, retail and e-commerce, and healthcare drive the growth of the market. In healthcare data intelligence platforms bring together disparate data sources, paired with best-in-class data and AI processing capabilities. According to the National Center for Biotechnology Information (NCBI), in January 2021, Retailers are using AI in various ways, such as through AI-powered chatbots, content generation, and customer insights. Reports show that, within the retail sector, the deployment of AI can reach the top 1.0% of customers.
Market Dynamics
Growing Connection with CRM and Marketing Automation Platforms
By integrating CRM with a marketing automation platform, both groups can get to the same client information, guaranteeing consistent collaboration and arrangement. This arrangement leads to way better coordination in lead era, sustaining, and administration, eventually driving income development. CRM automation is a strategy for automating tedious, manual tasks in customer relationship management to streamline forms and progress efficiency. CRM frameworks are utilized throughout numerous B2B and B2C companies in arrange to organize commerce processes and make complex tasks easier to do. This leads to way better information and outreach, much of which can be done with automation, which makes a difference in offering superior, more productive client benefits.
Increasing Integration of Omni-Channel Platforms
The increasing integration of Omni channel platforms to seamlessly integrate backend systems to share data across all sales and marketing platforms. The Omni channel platforms include customer preferences, purchase history, and others. Omni channel customer benefits computer programs coordinating different communication channels such as mail, social media, live chat, phone, and more into a bound-together interface, permitting businesses to connect with customers consistently over different touch points. Omni channel customer bolster implies going a step assist and giving a reliable communications journey for customers. An Omni channel encounter is one where the conversation history and context travel with the customer from channel to channel—allowing operators to supply superior, more personalized bolster.
Market Segmentation
Our in-depth analysis of the global customer intelligence platform market includes the following segments by component, deployment mode, application, and industry verticals.
- Based on components, the market is sub-segmented into platforms and services.
- Based on deployment mode, the market is sub-segmented into cloud and on-premises.
- Based on application, the market is sub-segmented into customer data collection and management, customer segmentation and targeting, customer experience management, customer behavior analytics, Omni channel marketing, and personalized recommendation.
- Based on industry verticals, the market is sub-segmented into BFSI, IT and telecom, retail and e-commerce, healthcare, media and entertainment, manufacturing, travel and tourism, and others (energy & utilities).
Platform is Projected to Emerge as the Largest Segment
Based on the component, the global customer intelligence platform market is sub-segmented into platforms and services. Among these platforms sub-segment is expected to hold the largest share of the market. The primary factors supporting the segment's growth include increased demand for personalized customer experiences, analyzed customer data, improved customer retention, efficient customer segmentation, and established customer personas. Using advanced technologies, brands can deliver personalized shopping experiences and customized offers that adapt to their customers’ needs, using an AI-powered dynamic platform. For instance, in June 2023, Salesforce Inc. introduced its latest generative AI product platform offerings, Marketing GPT and Commerce GPT. With Marketing GPT, marketers can automatically generate personalized emails, smarter audience segments, and marketing journeys.
Retail and E-commerce Sub-segment to Hold a Considerable Market Share
Based on industry verticals, the global customer intelligence platform market is sub-segmented into BFSI, IT and telecom, retail and e-commerce, healthcare, media and entertainment, manufacturing, travel and tourism, and others (energy & utilities).Among these, the retail and e-commerce sub-segment is expected to hold a considerable share of the market. The segmental growth is attributed to the increasing adoption of customer intelligence platforms in retail and e-commerce to analyze data to better understand customer needs and behaviors. For instance, in May 2021, Nielsen Consumer LLC introduced the Byzzer platform to provide actionable insights that help small and emerging retailer and e-commerce consumer packaged goods (CPG) businesses—such as those in the food, beauty, pet, alcoholic beverage, and cannabis industries.
Regional Outlook
The global customer intelligence platform market is further segmented based on geography including North America (the US, and Canada), Europe (UK, Italy, Spain, Germany, France, and the Rest of Europe), Asia-Pacific (India, China, Japan, South Korea, and Rest of Asia-Pacific), and the Rest of the World (the Middle East & Africa, and Latin America).
Increasing Adoption AI Based Customer Intelligence Platforms in Asia-Pacific
- The growing adoption of AI in countries such as China, South Korea, and India, accelerates the market for customer intelligence platforms. According to the National Strategy for Artificial Intelligence (NSAI) in 2023, with many industries aggressively investing in cognitive and AI solutions, global investments are forecast to achieve a compound annual growth rate (CAGR) of 50.1% to $57.6 billion in 2021.
- The increasing uncertainty in markets increased the demand for real-time customer insights. Platforms for customer intelligence that might offer useful information to aid in decision-making were increasingly valuable as they assisted companies in navigating rapidly shifting market conditions in the region.
Global Customer Intelligence Platform Market Growth by Region 2024-2031
North America Holds Major Market Share
Among all the regions, North America holds a significant share owing to numerous prominent companies and customer intelligence platform providers. The growth is attributed to the growing adoption of customer intelligence platforms in retail and e-commerce, healthcare, media and entertainment, manufacturing, and BFSI contributing to the regional growth. A customer intelligence platform collects customer data from a range of relevant data sources and unifies that data to make it analysis-ready. For instance, in March 2024, Epsilon Data Management, LLC introduced a customer-based intelligence platform for retail media. Epsilon retail media applies artificial intelligence and customer-first identity in the ad server, unlocking opportunities to drive stronger outcomes with shoppers on retailers’ properties, across the open web or in tandem.
Market Players Outlook
*Note: Major Players Sorted in No Particular Order.
The major companies serving the global customer intelligence platform market include Adobe Inc., Microsoft Corp., Oracle Corp., Salesforce Inc., and SAP SE, among others. The market players are increasingly focusing on business expansion and product development by applying strategies such as collaborations, mergers, and acquisitions to stay competitive in the market. For instance, in February 2024, Wipro Ltd. and IBM Corp. collaborated to offer new AI Services and support to customers. Wipro launched an enterprise AI-ready platform, leveraging IBM Watsonx, to advance enterprise adoption of generative AI. The platform supports specialized industry use cases for banking, retail, health, energy, and manufacturing, providing conversational AI for customer support, customized marketing, and customer feedback analysis.
Recent Development
- In June 2023, Acquia, Inc. enhanced the capabilities of its market-leading digital experience platform, Acquia DXP, to create richer, more personalized experiences for customers. The platform provides a personalized customer experience and Creates responses to customer actions.
- In February 2021, Oracle introduced a cloud customer experience to help organizations create dynamic and memorable experiences for their customers, Oracle's latest updates to Oracle Cloud Customer Experience (CX). It accelerates sales cycles, resolves customer service inquiries faster, and develops engaging loyalty programs that can grow customer lifetime value.
The Report Covers
- Market value data analysis of 2023 and forecast to 2031.
- Annualized market revenues ($ million) for each market segment.
- Country-wise analysis of major geographical regions.
- Key companies operating in the global customer intelligence platform market. Based on the availability of data, information related to new product launches, and relevant news is also available in the report.
- Analysis of business strategies by identifying the key market segments positioned for strong growth in the future.
- Analysis of market-entry and market expansion strategies.
- Competitive strategies by identifying ‘who-stands-where’ in the market.
1. Report Summary
• Current Industry Analysis and Growth Potential Outlook
1.1. Research Methods and Tools
1.2. Market Breakdown
1.2.1. By Segments
1.2.2. By Region
2. Market Overview and Insights
2.1. Scope of the Report
2.2. Analyst Insight & Current Market Trends
2.2.1. Key Findings
2.2.2. Recommendations
2.2.3. Conclusion
3. Competitive Landscape
3.1. Key Company Analysis
3.2. Adobe Inc.
3.2.1. Overview
3.2.2. Financial Analysis
3.2.3. SWOT Analysis
3.2.4. Recent Developments
3.3. Google LLC
3.3.1. Overview
3.3.2. Financial Analysis
3.3.3. SWOT Analysis
3.3.4. Recent Developments
3.4. IBM Corp.
3.4.1. Overview
3.4.2. Financial Analysis
3.4.3. SWOT Analysis
3.4.4. Recent Developments
3.5. Microsoft Corp.
3.5.1. Overview
3.5.2. Financial Analysis
3.5.3. SWOT Analysis
3.5.4. Recent Developments
3.6. Oracle Corp.
3.6.1. Overview
3.6.2. Financial Analysis
3.6.3. SWOT Analysis
3.6.4. Recent Developments
3.7. Key Strategy Analysis
4. Market Segmentation
4.1. Global Customer Intelligence Platform Market by Component
4.1.1. Platform
4.1.2. Services
4.2. Global Customer Intelligence Platform Market by Deployment Mode
4.2.1. Cloud
4.2.2. On-Premises
4.3. Global Customer Intelligence Platform Market by Application
4.3.1. Customer Data Collection and Management
4.3.2. Customer Segmentation and Targeting
4.3.3. Customer Experience Management
4.3.4. Customer Behaviour Analytics
4.3.5. Omnichannel Marketing
4.3.6. Personalized Recommendation
4.4. Global Customer Intelligence Platform Market by Industry Vertical
4.4.1. BFSI
4.4.2. IT and Telecom
4.4.3. Retail and E-commerce
4.4.4. Healthcare
4.4.5. Media and Entertainment
4.4.6. Manufacturing
4.4.7. Travel and Tourism
4.4.8. Others (Energy & Utilities)
5. Regional Analysis
5.1. North America
5.1.1. United States
5.1.2. Canada
5.2. Europe
5.2.1. UK
5.2.2. Germany
5.2.3. Italy
5.2.4. Spain
5.2.5. France
5.2.6. Rest of Europe
5.3. Asia-Pacific
5.3.1. China
5.3.2. India
5.3.3. Japan
5.3.4. South Korea
5.3.5. Rest of Asia-Pacific
5.4. Rest of the World
5.4.1. Latin America
5.4.2. Middle East & Africa
6. Company Profiles
6.1. Acquia, Inc.
6.2. ActionIQ, Inc.
6.3. Acxiom LLC
6.4. Amperity
6.5. BlueConic
6.6. Experian Marketing Solutions, Inc.
6.7. Marigold Engage
6.8. Optimizely
6.9. Salesforce Inc.
6.10. SAP SE
6.11. SAS Institute Inc.
6.12. Segment.io, Inc.
6.13. Tealium Inc.
6.14. Teradata
6.15. The Nielsen Company (US), LLC.
6.16. Treasure Data, Inc.
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3. GLOBAL CUSTOMER INTELLIGENCE SERVICES PLATFORM MARKET SHARE BY REGION, 2023 VS 2031 (%)
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8. GLOBAL CUSTOMER DATA COLLECTION AND MANAGEMENT INTELLIGENCE PLATFORM MARKET SHARE BY REGION, 2023 VS 2031 (%)
9. GLOBAL CUSTOMER SEGMENTATION AND TARGETING INTELLIGENCE PLATFORM MARKET SHARE BY REGION, 2023 VS 2031 (%)
10. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT INTELLIGENCE PLATFORM MARKET SHARE BY REGION, 2023 VS 2031 (%)
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13. GLOBAL CUSTOMER PERSONALIZED RECOMMENDATION INTELLIGENCE PLATFORM MARKET SHARE BY REGION, 2023 VS 2031 (%)
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