Global Customer Intelligence Platform Market Report and Forecast 2024-2032

Global Customer Intelligence Platform Market Outlook

The global customer intelligence platform market size reached approximately USD 2.37 billion in 2023. The market is further projected to grow at a CAGR of 27.6% between 2024 and 2032, reaching a value of USD 21.29 billion by 2032.

Key Trends in the Market

Customer intelligence platform is a system that collects relevant customer data from various sources and then analyses it to gain insights. The platform helps organisations in understanding the requirements and behaviours of their customers.

• The adoption of customer intelligence platforms is increasing as various companies rely on effective data analysis and insights to make informed decisions and to optimise their marketing strategies. Additionally, the growing requirement for gaining a holistic view of the customer data is also boosting the customer intelligence platform market demand across the globe.

• Rising competition and changing market dynamics require businesses to obtain a deep understanding of the behaviours of their global customers, identify the ongoing trends, and track their competitors. The customer intelligence platforms help businesses make improved decisions and also incorporate strategies to meet the changing requirements of the market.

• Advancements in customer intelligence technologies such as machine learning, big data analytics, and natural language processing enables businesses to derive actionable intelligence. These advancements enhance the data collection and visualisation and analysis capabilities of the platforms, supporting the market expansion.

Global Customer Intelligence Platform Market Analysis

Based on data channel, the market is divided into web and e-mail, social media, mobile, call centres, and in stores, among others. By vertical, the market is categorised into BFSI, telecom, travel and hospitality, retail and eCommerce, healthcare and life sciences, manufacturing, energy and utilities, and media and entertainment, among others. On the basis of deployment type, the market is bifurcated into cloud and on-premises.

Based on component, the market is divided into platform and services. By application, the market is classified into customer data collection ad management, customer behaviour analytics, customer segmentation and targeting, customer experience management and personalised recommendation, customer retention and engagement, and omnichannel marketing, among others. On the basis of region, the customer intelligence platform market segmentation includes North America, Europe, the Asia Pacific, Latin America, and the Middle East and Africa.

The comprehensive EMR report provides an in-depth assessment of the market based on the Porter's five forces model along with giving a SWOT analysis. The report gives a detailed analysis of the following key players in the global market, covering their competitive landscape and latest developments like mergers, acquisitions, investments, and expansion plans.

• IBM Corporation

• Microsoft Corporation

• Oracle Corporation

• Accenture PLC

• SAP SE

• Adobe Inc.

• SAS Institute Inc.

• Others

Market Share by Vertical

Retail and eCommerce channels hold a significant customer intelligence platform market share as these platforms provide consumers with automated and intelligent personalised experiences. The loyalty engagement, conversational artificial intelligence based customer care, and cost optimisation offered by customer intelligence platforms are further boosting their adoption by retail and eCommerce channels.  Growing penetration of internet and increasing popularity of online shopping is also supporting the segment growth.

Market Share by Region

North America is anticipated to account for a significant share of the market over the forecast period owing to the rising technological advancements and improvements in customer intelligence platforms by the key manufacturers in the region. Several industries including healthcare, energy and utilities, and retail and eCommerce, among others, are adopting consumer intelligence platforms to understand the preferences of their customers in order to enhance their experiences, supporting the customer intelligence platform market growth.

Competitive Landscape

IBM Corporation was founded in 1911 and is headquartered in New York, United States. The multinational technology company provides hardware and software products such as computers, storage systems, servers, and networking equipment, among others.

Microsoft Corporation is a technology company that was founded in 1975 and is headquartered in Washington, United States. The company is known for developing hardware, services, and software devices for consumers across the globe.

Oracle Corporation was established in 1977 and has its headquarters located in Texas, United States. The software company provides database management systems and cloud-engineering services and systems to various businesses around the globe.

Other customer intelligence platform market key players include Accenture PLC, SAP SE, Adobe Inc., and SAS Institute Inc., among others.

Key Highlights of the Report