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Market Research Report

Conversational Commerce: Market Outlook, Emerging Opportunities & Forecasts 2021-2025

Published by Juniper Research Ltd Product code 1000943
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Conversational Commerce: Market Outlook, Emerging Opportunities & Forecasts 2021-2025
Published: April 6, 2021 Content info:
Description

Juniper Research's “Conversational Commerce” research provides a thorough analysis of the opportunities for conversational commerce service providers, and assesses the potential for conversational commerce transactions and spend over the next 5 years. The report also contains a sector analysis of key industries primed for disruption from conversational commerce services. The analysis included is split across 4 key conversational commerce channels:

  • Chatbots
  • OTT Messaging Apps
  • RCS Messaging
  • Voice Assistants

This research suite includes:

  • Market Trends & Opportunities (PDF)
  • 5-year Deep Dive Data & Forecasting (PDF)
  • 12 months' Access to harvest Online Data Platform

KEY FEATURES

  • Key Takeaways & Strategic Recommendations: An overview of the key trends and opportunities present in the market and Juniper Research's strategic recommendations on how to capitalise on this growing area.
  • Future Market Outlook: An assessment of the progression of the market, split by 4 key conversational commerce channels:
    • Chatbots
    • OTT Messaging
    • RCS Messaging
    • Voice Assistants
  • Onboarding Analysis: An evaluation of the industries primed for disruption from conversational commerce, and strategic recommendations on how to capitalise on these emerging areas of interest, including:
    • Banking & Financial Institutions
    • FMCG (Fast Moving Consumer Goods)
    • Healthcare Services
    • Insurance Providers
    • Media & Entertainment
    • Retail & eCommerce
    • Transport
    • Travel & Tourism
  • Benchmark Industry Forecasts: Provided for conversational commerce services including the total number of users, total number of transactions, and total spend across 4 key conversational commerce channels.

KEY QUESTIONS

  • 1. What will the transaction value of all conversational commerce spend be by 2025?
  • 2. Which conversational commerce channels will experience the most growth over the next 5 years?
  • 3. Which industries are primed for disruption from conversational commerce and which industries should conversational commerce providers look to onboard?
  • 4. What are the key market hurdles for the implementation of conversational commerce over the next 5 years?
  • 5. Who are the leading conversational commerce service providers in 2021?

COMPANIES REFERENCED

  • Included in Juniper Research Leaderboard: Amazon, CM.com, Comviva, Dialogflow, Facebook, Infobip, Kasisto, Route Mobile , Sinch, Viber, WhatsApp.
  • Mentioned: A1, ACTITO, Adax , AH to Go, Airtel, Alfa-Bank Kazakhstan, Alibaba, Apple, Asia Insurance 1950, Axiata, Baidu, Bancontact, BlaBlaCar, Blue Turtle Technologies, BMW, Booking.com, Bose, Bukalapak, CarDekho, Centili, Citrus, Comcast, Dahmakan, Daraz,, DBS Bank, Deloitte, DHL, Dialogic, Digitel, Domino's, DPD UK, EaseMyTrip.com, Econet Wireless, EE, Emirates, Emirates NBD, Etam, FBI, Food Network, Gamigo, Geva Group , Giorgio Armani, Google, Grameenphone, GSMA, GTBank, HF Group, Houndify, HP, Hulu, Hutch, IBM, ICICI Bank, Idea Cellular, iDeal, iFLYTEK, IKEA, Indosat Ooerdoo, IXOPay, Jazz, JD.com , Johnson & Johnson, JP Morgan Chase, Kakao Talk, Kik, KLM Royal Dutch Airlines, Leanpay, Lebara Mobile, LG, LINE, LingLong Technology , MaaS Alliance, Manulife Bank of Canada, Marham, Mastercard, medGo, MediaMarkt, MEF (Mobile Ecosystem Forum), MEO, Mepal, Mercedes Benz, Microsoft, MMA (Mobile Marketing Association), Mobey Forum, MobiFone Vietnam, Moneythor, M-PESA , MTN, Mukuru, Napier Park Financial Partners, Nederlandse Loterij, Netflix, Nickel, NLB Banka, NPR One, NTT Docomo, Ooredoo, OpenMarket, OpenSooq, Oracle Marketing Cloud, Orange, Panera Bread, Papa John's Pizza, Parkmobile, PayPal, PaySage, Radware, Raiffeisen Bank, Randstad, Rapido, Red Hat , Red je Pakketje, Rho Capital Partners, Robi, Rokid, Roku, Safaricom, Samsung, SAP, SAP Digital Interconnect, Sberbank, Senati, ShoeBeDo, Singapore Airlines, Skype, Slack, Sprint, Standard Chartered Bank, Stripe, Takeaway.com, TanTan, TD Bank , Tech Mahindra, Telefónica, Telegram, The Motley Fool, The Wall Street Journal, Three, Ticketmaster , TIM, T Mobile, TTN, Twitter, Unilever, Venmo, Vodafone, Volpy, VTB Bank, WeChat, Welthungerhilfe, Wind, Wurth, Yousign, Zelle.

DATA & INTERACTIVE FORECAST

Juniper Research's “Conversational Commerce” forecast suite includes:

  • 5-year benchmark forecasts for key metrics by 8 key regions and 26 country-level splits including:
    • Australia
    • Brazil
    • Canada
    • China
    • Croatia
    • Czech Republic
    • Denmark
    • France
    • Germany
    • India
    • Italy
    • Japan
    • Mexico
    • Netherlands
    • Norway
    • Poland
    • Portugal
    • Russia
    • Saudi Arabia
    • Singapore
    • South Africa
    • South Korea
    • Spain
    • Sweden
    • UK
    • US
  • Chatbot-based Conversational Commerce:
    • Total Conversational Commerce Users
    • Total Conversational Commerce Transactions
    • Total Conversational Commerce Transaction Value
  • OTT Messaging-based Conversational Commerce:
    • Total Conversational Commerce Users
    • Total Conversational Commerce Transactions
    • Total Conversational Commerce Transaction Value
  • RCS Messaging Conversational Commerce:
    • Total Conversational Commerce Users
    • Total Conversational Commerce Transactions
    • Total Conversational Commerce Transaction Value
  • Voice Assistant Conversational Commerce:
    • Total Conversational Commerce Users
    • Total Conversational Commerce Transactions
    • Total Conversational Commerce Transaction Value
  • Access to the full set of forecast data of over 45 tables and over 12,000 datapoints.
  • Interactive Excel Scenario tool allowing users the ability to manipulate Juniper Research's data for 5 different metrics.

Juniper Research's highly granular interactive Excels enable clients to manipulate Juniper Research's forecast data and charts, to test their own assumptions using the Interactive Scenario Tool and compare select markets side by side in customised charts and tables. IFxls greatly increase clients' ability to both understand a particular market and to integrate their own views into the model.

Table of Contents

Table of Contents

1. Conversational Commerce: Key Takeaways & Strategic Recommendations

  • 1.1 Key Takeaways & Strategic Recommendations

2. Conversational Commerce: Future Market Outlook

  • 2.1 Conversational Commerce: Future Market Outlook
    • Figure 2.1: Conversational Commerce Devices
    • Figure 2.2: Addressable User Base of Conversational Commerce in 2021 (m), Split by 4 Key Services
    • Figure 2.4: Proportion of Mobile Subscribers that Access RCS Services in 2020 (%), Split by 26 Countries
    • 2.1.1 Payments & Conversational Commerce
      • Figure 2.5: Future of RCS-based Conversational Commerce
      • i. Omnichannel Retail
      • ii. Buy Now, Pay Later Offerings
    • 2.1.2 Chatbots & Conversational Commerce
    • 2.1.3 Smart Speaker & Digital Voice Assistants
      • Figure 2.6: Overview of Leading Consumer Voice Assistants
    • 2.1.4 Conversational Commerce over Smart Speakers

3. Conversational Commerce: Onboarding Analysis

  • 3.1 Introduction to the Sector Assessment
    • 3.1.1 Methodology
      • Table 3.1: Juniper Research Heatmap Scoring Criteria: Conversational Commerce Sector Analysis
      • Table 3.2: Juniper Research Heatmap: Conversational Commerce Sector Analysis
      • Table 3.3: Sector Descriptions
    • 3.1.2 Banking & Financial Institutions
      • Figure 3.4: Average Conversational Commerce Spend per Payment Capable IM User per annum ($) Split by 8 Key Regions, 2020-2025
    • 3.1.3 Insurance Providers
      • i. Chatbots
    • 3.1.4 Retail & Commerce
      • Figure 3.6: Total Transaction Value for Remote Physical & Digital Goods Purchases ($m), Split by 8 Key Regions, 2020-2025
    • 3.1.5 Travel & Tourism
      • Figure 3.7: Number of Unique Mobile Ticketing Users (m), Split by 8 Key Regions, 2018-2025
      • Figure 3.8: Regional Share of Mobile Ticketing Transaction Value in 2025 (%), Split by 8 Key Regions
    • 3.1.6 Media & Entertainment
      • Figure 3.9: Total Market Value of OTT TV Services, Split by Monetisation Type ($m), 2020-2025
    • 3.1.7 FMCG (Fast Moving Consumer Goods)
      • Figure 3.10: Samsung Smart Fridge
    • 3.1.8 Transport
    • 3.1.9 Healthcare Services
      • Figure 3.11: Average Healthcare Spend per Capita in 2019 ($), Split by the Leading 25 Countries

4. Conversational Commerce: The Competitive Landscape

  • 4.1 The Competitive Landscape
    • Table 4.1: Juniper Research Leaderboard Scoring Criteria: Conversational Commerce
    • Figure 4.2: Juniper Research Leaderboard: Conversational Commerce
    • Table 4.3: Juniper Research Leaderboard Heatmap: Conversational Commerce
  • 4.2 Limitations & Interpretations
  • 4.3 Vendor Profiles
    • 4.3.1 Amazon
      • i. Juniper Research's View: Key Strengths & Strategic Opportunities
    • 4.3.2 CM.com
      • i. Juniper Research View: Key Stengths & Strategic Opportunities
    • 4.3.3 Infobip
      • i. Juniper Research View: Key Strengths & Strategic Recommendations
    • 4.3.4 Route Mobile
      • i. Juniper Research's View: Key Strengths & Strategic Opportunities
    • 4.3.5 Sinch
      • i. Juniper Research's View: Key Strengths & Strategic Opportunities
    • 4.3.6 Comviva
      • i. Juniper Research's View: Key Strengths & Strategic Opportunities
    • 4.3.7 Facebook
      • i. Juniper Research's View: Key Strengths & Strategic Opportunities
    • 4.3.8 WhatsApp
      • i. Juniper Research: Key Strengths & Strategic Opportunities
    • 4.3.9 Viber
      • i. Juniper Research's View: Key Strengths & Strategic Opportunities
    • 4.3.10 Kasisto
      • i. Juniper Research: Key Strengths & Strategic Opportunities
    • 4.3.11 Google Dialogflow
      • i. Juniper Research's View: Key Strengths & Strategic Opportunities

5. Conversational Commerce: Market Forecasts & Key Takeaways

  • 5.1 The Future of Conversational Commerce
    • 5.1.1 Forecast Methodology
      • Figure 5.1: RCS Conversational Commerce Methodology
      • Figure 5.2: OTT Messaging Conversational Commerce Forecast Methodology
      • Figure 5.3: Smart Speaker Conversational Commerce Forecast Methodology
      • Figure 5.4: Chatbot Conversational Commerce Forecast Methodology
    • 5.1.2 Conversational Commerce Users
      • Figure & Table 5.5: Total Users of Conversational Commerce Channels (m), Split by 8 Key Regions, 2020-2025
    • 5.1.3 Total Spend on Conversational Commerce
      • Figure & Table 5.6: Total Spend over Conversational Commerce ($m), Split by 8 Key Regions, 2020-2025
      • Table 5.7: Total Spend over Conversational Commerce ($m), Split by 4 Key Channels, 2020-2025
  • 5.2 Chatbot Conversational CommerceTotal Spend on Chatbot Commerce
    • Figure & Table 5.8: Total Spend on Chatbot Commerce ($m), Split by 8 Key Regions, 2020-2025
  • 5.3 OTT Messging Conversational Commerce
    • 5.3.1 Total OTT Messaging Conversational Commerce Users
      • Figure & Table 5.9: Total Number of OTT Messaging Conversational Commerce Users (m), Split by 8 Key Regions, 2020-2025
    • 5.3.2 Total Spend over OTT Conversational Commerce Channels
      • Figure & Table 5.10: Total Transaction Value via IM Conversational Commerce Services ($m), Split by 8 Key Regions, 2020-2025
  • 5.4 RCS Conversational Commerce
    • 5.4.1 Total Number of Subscribers Using RCS Conversational Commerce Services
      • Figure & Table 5.11: Total Number of RCS-capable Subscribers Making Payments via Conversational Commerce Channels (m), Split by 8 Key Regions, 2020-2025
    • 5.4.2 Total Spend over RCS Conversational Commerce Channels
      • Figure & Table 5.12: Total Spend over RCS-based Conversational Commerce Channels ($m), Split by 8 Key Regions, 2020-2025
  • 5.5 Smart Speaker Conversational Commerce
    • 5.5.1 Number of Voice Assistants Making Payments
      • Figure & Table 5.13: Total Payment-enabled Voice-Assistant enabled Speakers that are Actively Making Payments (m), Split by 8 Key Regions, 2020-2025
    • 5.5.2 Total Conversational Commerce Smart Speaker Transaction Value
      • Figure& Table 5.14: Total Annual Transaction Value of Payment-enabled Smart Speakers ($m), Split by 8 Key Regions, 2020-2025
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