통신 업계의 고객 경험 CX

출판:Dash Network 출판년월: 2021년 3/4분기

CX in the Telecommunications Industry: Software Platforms, Applications, and Services: Global Market Analysis and Forecasts
통신 업계의 고객 경험 CX:소프트웨어 플랫폼, 애플리케이션 및 서비스의 세계 시장 분석 및 예측

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「통신 업계의 CX: 소프트웨어 플랫폼, 애플리케이션 및 서비스의 세계 시장 분석 및 예측 – CX in the Telecommunications Industry: Software Platforms, Applications, and Services: Global Market Analysis and Forecasts」는 통신 업계의 고객 경험(CX)/고객 참여(CE) 산업, 특히 고객 참여에 주목하여 현재 및 향후 시장 과제, 시장 성장 촉진 요인과 저해 요인, 사례 연구 등을 조사·분석하고 있습니다。

Dash Network에서는 통신 업계에 있어서의 CX/CE 소프트웨어 및 서비스의 세계 시장은 2019년의 85억 달러로부터. 2026년까지는 164억 달러로 성장해, CAGR에서는 9.7%에 달할 것으로 예측하고 있습니다. 또한 신형 코로나 판 데믹의 영향과 업계의 대응 상황에 대해서도 설명합니다.。

주요 게시물

・이그제큐티브 요약

・시장 동인

COVID-19, 통신 제공업체에 새로운 인력 요구
이행 주기, 서비스 보증 및 정확한 청구를 개선하고자 하는 욕구
일관되고 원활한 옴니채널 경험에 대한 고객 기대치 증대

・시장 장벽

여러 CX/CRM 플랫폼 간의 기술 통합 문제
직원과의 변화 관리 과제
개선된 CX와 수익 요구 간의 균형을 맞추는 문제
현재 문제
미래 트렌드

・사례 연구

Comcast: CX 개선을 위한 셀프 서비스 도구 배포
Rogers Communications: Facebook Messenger를 통한 고객 지원 제공
Verizon: 직원들이 기본 기능을 넘어 더 나은 CX를 지원하도록 지원

・시장 예측

예측 방법론
세계 지역별 통신 산업 CX/CE 소프트웨어 및 서비스 수익

Report Overview

The telecommunications industry has long struggled with providing excellent CX. A combination of factors—complex offerings and service tiers, a mindset of prioritizing average revenue per user (ARPU) growth, and a lack of understanding and empathy toward customers—have led to less-than-favorable CX scores over the past decade.

However, some industry players have realized that the key to reducing customer churn and driving revenue is best achieved by improving their existing customers’ experiences with the service. By adopting a customer-centric approach to marketing, sales, and service, and anticipating the needs of customers before they become issues or problems, customers are more likely to retain their services, spend more when it meets their needs, and, in some cases, even become evangelists for the company. While CX improvements are largely driven by organizational change management, software is increasingly being used to support these initiatives by managing and making available the plethora of customer data that nearly all providers have at the ready, given the digital nature of today’s telecommunications operators.

This Dash Research report examines the current and future market issues, market drivers and barriers, and case studies within the telecommunications CX/customer engagement (CE) industry with a focus on CE. Dash Research projects that the global market for CX/CE software and services in the telecommunications industry will reach $16.4 billion by 2026, up from $8.5 billion in 2019, reflecting a 2019 to 2026 CAGR of 9.7%. The forecasts include segmentations by world region, functional area, product offering, and visibility to the customer. Discussion on the impact of the COVID-19 pandemic and how the industry is responding is also included.

Key Questions Addressed:

  • What is the total market size for telecommunications CX and CE software and services?
  • How is the market for CX/CE segmented by function?
  • For which CX/CE functions will telecommunications operators spend the most on software platforms, applications, and services?
  • What are the key market drivers and barriers for spending on CX/CE software and services?
  • How will telecommunications companies purchase CX/CE software and services?
  • Which geographic regions will spend the most on CX/CE software and services?
  • What are the future technologies that will be deployed by telecommunications companies to improve CX?

Who Needs This Report?

  • Cable TV, phone, and internet providers
  • Wireline telecom providers
  • Mobile phone/data providers
  • Data privacy specialists
  • Software vendors
  • Telecommunications software integrators
  • Investor community

Key Market Forecasts

  • Telecom Industry CX/CE Software and Services Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Function, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Offering, Product, and Function, North America: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Offering, Product, and Function, Europe: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Offering, Product, and Function, Asia Pacific: 2019-2026

Technologies

  • Artificial Intelligence (AI)
  • Machine Learning (ML)
  • Sentiment Analysis
  • Mobile Applications/Data
  • Application Programming Interfaces (APIs)
  • Wi-Fi

End-Use Markets

  • Telecommunications companies
  • Mobile virtual network operators (MVNOs)
  • Cable companies
  • Internet service providers
  • IP telecom companies

Geographies

  • North America
  • Europe
  • Asia Pacific
  • Latin America
  • Middle East and Africa

목차

Table of Contents

  1. Executive Summary
    1. Introduction
    2. Market drivers
    3. Market barriers
    4. Market forecast highlights
    5. Dash Research insights
  2. Market Overview
    1. Market drivers
      1. High rates of customer churn
      2. COVID-19 placing new staffing demands on telecom providers
      3. Desire to improve fulfillment cycles, service assurance, and accurate billing
      4. Increasing customer expectations for consistent and seamless omnichannel experiences
    2. Market barriers
      1. Technology integration issues between multiple CX/CRM platforms
      2. Change management challenges with employees
      3. Challenges with balancing improved CX against revenue demands
    3. Current issues
    4. Future trends
  3. Case Studies
    1. Comcast: Deploying self-service tools to improve CX
    2. Rogers Communications: Providing customer support via Facebook Messenger
    3. Verizon: Empowering workers to go beyond their primary functions to enable better CX
  4. Market Forecasts
    1. Forecast methodology
    2. Telecom industry CX/CE software and services revenue by world region
    3. Recommendations
  5. Acronym and Abbreviation List
  6. Table of Contents
  7. Table of Charts and Figures
  8. Appendix
    1. Scope of study
    2. Sources and methodology
    3. Forecast methodology
    4. Copyright notice

List of Charts, Figures, and Tables

Charts

  • Telecom Industry CX/CE Software and Services Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Function, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX/CE Services Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX/CE Services Revenue by Function, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX/CE Application Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX/CE Application Revenue by Function, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX/CE Platform Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX/CE Platform Revenue by Function, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX Software and Services Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX Software and Services Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CX Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • Telecom Industry CX Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX Services Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX Services Revenue by Function, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX Application Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX Application Revenue by Function, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX Platform Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX Platform Revenue by Function, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CE Software and Services Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CE Software and Services Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • Telecom Industry CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CE Services Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CE Services Revenue by Function, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CE Application Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CE Application Revenue by Function, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CE Platform Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CE Platform Revenue by Function, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Offering, Product, and Function, North America: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Offering, Product, and Function, Europe: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Offering, Product, and Function, Asia Pacific: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Offering, Product, and Function, Latin America: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Offering, Product, and Function, Middle East & Africa: 2019-2026

Figures

  • Omnichannel Software Requirements for Telecom Providers

Tables

  • Telecom Industry CX/CE Software and Services Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Segment and Region, World Markets: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue by Product Offering, World Markets: 2019-2026
  • Telecom Industry CX/CE Software and Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX/CE Software Platform Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX/CE Software Platform Revenue by Segment and Region, World Markets: 2019-2026
  • Telecom Industry CX/CE Software Platform Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CX/CE Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX/CE Software Applications Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX/CE Software Applications Revenue by Segment and Region, World Markets: 2019-2026
  • Telecom Industry CX/CE Software Applications Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CX/CE Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX/CE Services Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX/CE Services Revenue by Segment and Region, World Markets: 2019-2026
  • Telecom Industry CX/CE Services Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CX/CE Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX Software Platform Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX Software Platform Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CX Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX Software Applications Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX Software Applications Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CX Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CX Services Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CX Services Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CX Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CE Software Platform Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CE Software Platform Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CE Software Platform Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CE Software Applications Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CE Software Applications Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CE Software Applications Revenue, Customer Facing versus Back Office, World Markets: 2019-2026
  • Telecom Industry CE Services Revenue by Region, World Markets: 2019-2026
  • Telecom Industry CE Services Revenue by Function, World Markets: 2019-2026
  • Telecom Industry CE Services Revenue, Customer Facing versus Back Office, World Markets: 2019-2026

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