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Market Research Report

Customer Engagement: Worldwide Forecast 2019-2023

Published by Analysys Mason Product code 721784
Published Content info 25 Slides
Delivery time: 1-2 business days
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Customer Engagement: Worldwide Forecast 2019-2023
Published: November 14, 2019 Content info: 25 Slides

"Digital customer journeys and the automation of enterprise engagement functions will be the key drivers of new spending in this segment."

This report provides forecasts for communications service provider (CSP) spending on customer engagement software systems and related services for 2019-2023. It provides details on spending by delivery type, service type, sub-segment and region. The report also provides recommendations for how vendors and CSPs can make use of SaaS-based systems and automation to deliver a rich digital customer experience.

This forecast report provides:

  • a detailed, 5-year worldwide forecast for spending in the customer engagement market, split into:
    • four application segments : engagement platforms, sales, marketing and customer service
    • two delivery types : product-related and professional services
    • four telecoms services : mobile, IoT, consumer fixed and business fixed
    • eight geographical regions : Central and Eastern Europe (CEE), developed Asia-Pacific (DVAP), emerging Asia-Pacific (EMAP), Latin America (LATAM), the Middle East and North Africa (MENA), North America (NA), Sub-Saharan Africa (SSA) and Western Europe (WE).
  • an examination of key market drivers and inhibitors, and how they will change during the forecast period
  • analysis of the business environment and regional dynamics that will influence the customer care systems market
  • a detailed market definition
  • recommendations for communications service providers (CSPs) and vendors.


John Abraham: Principal Analyst, Research

John leads our digital transformation research, including three research programmes: Customer Engagement, Monetisation Platforms and Digital Experience . His areas of focus include customer journeys and experience, the impact of 5G on BSS systems, telecoms enterprise opportunities, cost transformation, ecosystems and value chains, and micro-services-based architecture models. John has over a decade of experience in the telecoms industry. At Analysys Mason, he has worked on a range of telecoms projects for operators in Africa, Europe, India and the Middle East. Before joining Analysys Mason, he worked for Subex, a BSS vendor, and before that for Dell in India. John holds a bachelor's degree in computer science from Anna University (India) and an MBA from Bradford University School of Management (UK).

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