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Market Research Report

Customer Engagement: Worldwide Forecast 2020-2025

Published by Analysys Mason Product code 964473
Published Content info 19 Slides
Delivery time: 1-2 business days
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Customer Engagement: Worldwide Forecast 2020-2025
Published: October 13, 2020 Content info: 19 Slides

"Customer experience has gone from being of limited importance for CSPs to being a strategic priority."

Communications service provider (CSP) spending on customer engagement software and related services will grow at a CAGR of 0.5% between 2020 and 2025. This muted growth masks a significant increase in spending on new systems thanks to the notable drop in investments into legacy customer service functions.

This forecast report provides:

  • a detailed, 6-year worldwide forecast for spending in the customer engagement market, split into:
    • four main application sub-segments: engagement platforms, sales, marketing and customer service
    • two delivery types: product-related and professional services (PS)
    • 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 the key market drivers and how they will affect spending during the forecast period
  • analysis of the business environment and regional dynamics that will influence the customer engagement market
  • a detailed market definition
  • recommendations for CSPs and vendors.
Table of Contents

Table of Contents

  • Executive summary and recommendations
  • Forecast
    • Customer engagement: overall revenue forecast and forecast breakdowns
    • Sub-segment revenue forecasts
  • Overall telecoms market context
  • Market definition
  • About the author and Analysys Mason
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