[시장보고서]디지털 고객 경험 및 서비스 자동화 시장 : 세계 산업 규모, 점유율, 동향, 기회 및 예측 - 분석 툴별, 도입 형태별, 애플리케이션별, 지역별, 경쟁별 세분화(2020-2030년)

디지털 고객 경험 및 서비스 자동화 시장 : 세계 산업 규모, 점유율, 동향, 기회 및 예측 - 분석 툴별, 도입 형태별, 애플리케이션별, 지역별, 경쟁별 세분화(2020-2030년)

Digital Customer Experience and Service Automation Market - Global Industry Size, Share, Trends, Opportunity, and Forecast, Segmented By Analytical Tools, By Deployment, By Application, By Region, and By Competition, 2020-2030F

상품코드 : 1886364

리서치사 : TechSci Research

발행일 : 2025년 12월

페이지 정보 : 영문 185 Pages

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한글목차

샘플 요청 목록에 추가

세계의 디지털 고객 경험 및 서비스 자동화 시장은 2024년 179억 달러에서 2030년까지 802억 1,000만 달러로, CAGR 28.40%로 성장할 것으로 예측됩니다. 이 시장은 기술, 데이터, 인공지능을 통합하여 고객 여정 전반의 모든 디지털 접점에서 고객과의 상호작용을 효율화하고 개인화하는 것을 포함합니다. 주요 시장 성장 촉진요인으로는 우수한 개인화 서비스에 대한 고객의 기대치 상승, 인공지능 및 머신러닝 기술의 급속한 발전, 업무 효율성 및 비용 절감의 필요성 등을 꼽을 수 있습니다.

시장 개요
예측 기간	2026-2030년
시장 규모 : 2024년	179억 달러
시장 규모 : 2030년	802억 1,000만 달러
CAGR : 2025-2030년	28.40%
가장 빠르게 성장하는 부문	클라우드
최대 시장	북미

주요 시장 성장 촉진요인

세계 디지털 고객 경험 및 서비스 자동화 시장은 개인화되고 원활한 상호 작용에 대한 고객의 기대치가 변화함에 따라 주도하고 있습니다. 소비자들은 모든 디지털 접점에서 맞춤형 컨텐츠, 실시간 지원, 일관된 경험을 점점 더 많이 요구하고 있으며, 기업은 획일적인 서비스 모델에서 벗어나 개인화된 고객 여정으로 전환해야 합니다.

주요 시장 과제

조직내 고착화된 사고방식은 세계 디지털 고객 경험 및 서비스 자동화 시장의 성장에 큰 걸림돌로 작용하고 있습니다. 이러한 문제들로 인해 중요한 데이터와 지식이 사내 여러 부서와 디지털 채널에 파편화되어 있으며, 조직이 고객에 대한 종합적인 관점을 확립하는 데 어려움을 겪고 있습니다.

주요 시장 동향

고객 경험 향상을 위한 생성형 AI 통합은 보다 역동적이고 개인화된 문맥에 따른 참여를 가능하게 함으로써 고객과의 상호 작용을 변화시키고 있습니다. 이러한 추세는 기존의 규칙 기반 자동화를 넘어 생성형 AI 모델을 활용하여 인간과 같은 반응을 생성하고, 맞춤형 컨텐츠를 생성하며, 다양한 디지털 접점에서 고객의 니즈에 선제적으로 대응하는 것입니다.

시장 규모·예측
- 금액별
시장 점유율·예측
- 분석 툴별(EFM 소프트웨어, 음성 분석, 텍스트 분석, 웹 분석·컨텐츠 관리, 기타)
- 도입 형태별(클라우드/온프레미스)
- 용도별(소매업, 은행·금융·보험업, 통신업, 의료 업계, 운송·물류업, 기타)
- 지역별
- 기업별(2024)
시장 맵

제6장 북미의 디지털 고객 경험 및 서비스 자동화 시장 전망

시장 규모·예측
시장 점유율·예측
북미 : 국가별 분석
- 미국
- 캐나다
- 멕시코

제7장 유럽의 디지털 고객 경험 및 서비스 자동화 시장 전망

시장 규모·예측
시장 점유율·예측
유럽 : 국가별 분석
- 독일
- 프랑스
- 영국
- 이탈리아
- 스페인

제8장 아시아태평양의 디지털 고객 경험 및 서비스 자동화 시장 전망

시장 규모·예측
시장 점유율·예측
아시아태평양 : 국가별 분석
- 중국
- 인도
- 일본
- 한국
- 호주

제9장 중동 및 아프리카의 디지털 고객 경험 및 서비스 자동화 시장 전망

시장 규모·예측
시장 점유율·예측
중동 및 아프리카 : 국가별 분석
- 사우디아라비아
- 아랍에미리트
- 남아프리카공화국

제10장 남미의 디지털 고객 경험 및 서비스 자동화 시장 전망

시장 규모·예측
시장 점유율·예측
남미 : 국가별 분석
- 브라질
- 콜롬비아
- 아르헨티나

제11장 시장 역학

촉진요인
과제

제12장 시장 동향과 발전

합병·인수
제품 출시
최근 동향

제13장 세계의 디지털 고객 경험 및 서비스 자동화 시장 : SWOT 분석

제14장 Porter's Five Forces 분석

업계내 경쟁
신규 참여의 가능성
공급업체의 힘
고객의 힘
대체품의 위협

제15장 경쟁 구도

Salesforce, Inc.
Microsoft Corporation
Oracle Corporation
SAP SE
Adobe Inc.
Zendesk, Inc.
Pegasystems Inc.
NICE Systems Ltd.
Genesys Cloud Services, Inc.
Sitecore Corporation

제16장 전략적 제안

제17장 조사회사 소개·면책사항

KSA

영문 목차

영문목차

The Global Digital Customer Experience and Service Automation Market will grow from USD 17.90 Billion in 2024 to USD 80.21 Billion by 2030 at a 28.40% CAGR. The Global Digital Customer Experience and Service Automation Market encompasses the integration of technology, data, and artificial intelligence to streamline and personalize customer interactions across all digital touchpoints throughout the entire customer journey. Key market drivers include escalating customer expectations for superior and personalized service, the rapid advancement of artificial intelligence and machine learning technologies, and the imperative for operational efficiency and cost reduction.

Market Overview
Forecast Period	2026-2030
Market Size 2024	USD 17.90 Billion
Market Size 2030	USD 80.21 Billion
CAGR 2025-2030	28.40%
Fastest Growing Segment	Cloud
Largest Market	North America

Key Market Drivers

The Global Digital Customer Experience and Service Automation Market is primarily driven by evolving customer expectations for personalized and seamless interactions. Consumers increasingly demand tailored content, real time assistance, and consistent experiences across every digital touchpoint, pushing businesses to move beyond generic service models toward individualized customer journeys.

Key Market Challenges

The persistent organizational siloed mentality presents a significant impediment to the growth of the Global Digital Customer Experience and Service Automation Market. This challenge prevents organizations from establishing a comprehensive view of the customer, as vital data and insights remain fragmented across various internal departments and disconnected digital channels. Such fragmentation directly undermines the core objective of digital customer experience initiatives, which is to deliver seamless and personalized interactions throughout the entire customer journey.

Key Market Trends

Generative AI Integration for Enhanced Customer Experiences is transforming customer interactions by enabling more dynamic, personalized, and contextually relevant engagements. This trend moves beyond traditional rule-based automation, leveraging generative AI models to produce human-like responses, create tailored content, and proactively address customer needs across various digital touchpoints. This integration enriches the overall customer journey by facilitating natural conversations with virtual assistants and generating personalized product recommendations.

Key Market Players

Salesforce, Inc.
Microsoft Corporation
Oracle Corporation
SAP SE
Adobe Inc.
Zendesk, Inc.
Pegasystems Inc.
NICE Systems Ltd.
Genesys Cloud Services, Inc.
Sitecore Corporation

Report Scope:

In this report, the Global Digital Customer Experience and Service Automation Market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Digital Customer Experience and Service Automation Market, By Analytical Tools:

EFM Software
Speech Analytics
Text Analytics
Web Analytics & Content Management
Others

Digital Customer Experience and Service Automation Market, By Deployment:

Cloud
On-premises

Digital Customer Experience and Service Automation Market, By Application:

Retail
BFSI
Telecom
Healthcare
Transportation & Logistics
Others

Digital Customer Experience and Service Automation Market, By Region:

North America
- United States
- Canada
- Mexico
Europe
- France
- United Kingdom
- Italy
- Germany
- Spain
South America
- Brazil
- Argentina
- Colombia
Middle East & Africa
- South Africa
- Saudi Arabia
- UAE
Asia Pacific
- China
- India
- Japan
- Australia
- South Korea

Competitive Landscape

Company Profiles: Detailed analysis of the major companies presents in the Global Digital Customer Experience and Service Automation Market.

Available Customizations:

Global Digital Customer Experience and Service Automation Market report with the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

1. Product Overview

1.1. Market Definition
1.2. Scope of the Market
- 1.2.1. Markets Covered
- 1.2.2. Years Considered for Study
- 1.2.3. Key Market Segmentations

2. Research Methodology

2.1. Objective of the Study
2.2. Baseline Methodology
2.3. Key Industry Partners
2.4. Major Association and Secondary Sources
2.5. Forecasting Methodology
2.6. Data Triangulation & Validation
2.7. Assumptions and Limitations

3. Executive Summary

3.1. Overview of the Market
3.2. Overview of Key Market Segmentations
3.3. Overview of Key Market Players
3.4. Overview of Key Regions/Countries
3.5. Overview of Market Drivers, Challenges, Trends

4. Voice of Customer

5. Global Digital Customer Experience and Service Automation Market Outlook

5.1. Market Size & Forecast
- 5.1.1. By Value
5.2. Market Share & Forecast
- 5.2.1. By Analytical Tools (EFM Software, Speech Analytics, Text Analytics, Web Analytics & Content Management, Others)
- 5.2.2. By Deployment (Cloud, On-premises)
- 5.2.3. By Application (Retail, BFSI, Telecom, Healthcare, Transportation & Logistics, Others)
- 5.2.4. By Region
- 5.2.5. By Company (2024)
5.3. Market Map

6. North America Digital Customer Experience and Service Automation Market Outlook

6.1. Market Size & Forecast
- 6.1.1. By Value
6.2. Market Share & Forecast
- 6.2.1. By Analytical Tools
- 6.2.2. By Deployment
- 6.2.3. By Application
- 6.2.4. By Country
6.3. North America: Country Analysis
- 6.3.1. United States Digital Customer Experience and Service Automation Market Outlook
  - 6.3.1.1. Market Size & Forecast
    - 6.3.1.1.1. By Value
  - 6.3.1.2. Market Share & Forecast
    - 6.3.1.2.1. By Analytical Tools
    - 6.3.1.2.2. By Deployment
    - 6.3.1.2.3. By Application
- 6.3.2. Canada Digital Customer Experience and Service Automation Market Outlook
  - 6.3.2.1. Market Size & Forecast
    - 6.3.2.1.1. By Value
  - 6.3.2.2. Market Share & Forecast
    - 6.3.2.2.1. By Analytical Tools
    - 6.3.2.2.2. By Deployment
    - 6.3.2.2.3. By Application
- 6.3.3. Mexico Digital Customer Experience and Service Automation Market Outlook
  - 6.3.3.1. Market Size & Forecast
    - 6.3.3.1.1. By Value
  - 6.3.3.2. Market Share & Forecast
    - 6.3.3.2.1. By Analytical Tools
    - 6.3.3.2.2. By Deployment
    - 6.3.3.2.3. By Application

7. Europe Digital Customer Experience and Service Automation Market Outlook

7.1. Market Size & Forecast
- 7.1.1. By Value
7.2. Market Share & Forecast
- 7.2.1. By Analytical Tools
- 7.2.2. By Deployment
- 7.2.3. By Application
- 7.2.4. By Country
7.3. Europe: Country Analysis
- 7.3.1. Germany Digital Customer Experience and Service Automation Market Outlook
  - 7.3.1.1. Market Size & Forecast
    - 7.3.1.1.1. By Value
  - 7.3.1.2. Market Share & Forecast
    - 7.3.1.2.1. By Analytical Tools
    - 7.3.1.2.2. By Deployment
    - 7.3.1.2.3. By Application
- 7.3.2. France Digital Customer Experience and Service Automation Market Outlook
  - 7.3.2.1. Market Size & Forecast
    - 7.3.2.1.1. By Value
  - 7.3.2.2. Market Share & Forecast
    - 7.3.2.2.1. By Analytical Tools
    - 7.3.2.2.2. By Deployment
    - 7.3.2.2.3. By Application
- 7.3.3. United Kingdom Digital Customer Experience and Service Automation Market Outlook
  - 7.3.3.1. Market Size & Forecast
    - 7.3.3.1.1. By Value
  - 7.3.3.2. Market Share & Forecast
    - 7.3.3.2.1. By Analytical Tools
    - 7.3.3.2.2. By Deployment
    - 7.3.3.2.3. By Application
- 7.3.4. Italy Digital Customer Experience and Service Automation Market Outlook
  - 7.3.4.1. Market Size & Forecast
    - 7.3.4.1.1. By Value
  - 7.3.4.2. Market Share & Forecast
    - 7.3.4.2.1. By Analytical Tools
    - 7.3.4.2.2. By Deployment
    - 7.3.4.2.3. By Application
- 7.3.5. Spain Digital Customer Experience and Service Automation Market Outlook
  - 7.3.5.1. Market Size & Forecast
    - 7.3.5.1.1. By Value
  - 7.3.5.2. Market Share & Forecast
    - 7.3.5.2.1. By Analytical Tools
    - 7.3.5.2.2. By Deployment
    - 7.3.5.2.3. By Application

8. Asia Pacific Digital Customer Experience and Service Automation Market Outlook

8.1. Market Size & Forecast
- 8.1.1. By Value
8.2. Market Share & Forecast
- 8.2.1. By Analytical Tools
- 8.2.2. By Deployment
- 8.2.3. By Application
- 8.2.4. By Country
8.3. Asia Pacific: Country Analysis
- 8.3.1. China Digital Customer Experience and Service Automation Market Outlook
  - 8.3.1.1. Market Size & Forecast
    - 8.3.1.1.1. By Value
  - 8.3.1.2. Market Share & Forecast
    - 8.3.1.2.1. By Analytical Tools
    - 8.3.1.2.2. By Deployment
    - 8.3.1.2.3. By Application
- 8.3.2. India Digital Customer Experience and Service Automation Market Outlook
  - 8.3.2.1. Market Size & Forecast
    - 8.3.2.1.1. By Value
  - 8.3.2.2. Market Share & Forecast
    - 8.3.2.2.1. By Analytical Tools
    - 8.3.2.2.2. By Deployment
    - 8.3.2.2.3. By Application
- 8.3.3. Japan Digital Customer Experience and Service Automation Market Outlook
  - 8.3.3.1. Market Size & Forecast
    - 8.3.3.1.1. By Value
  - 8.3.3.2. Market Share & Forecast
    - 8.3.3.2.1. By Analytical Tools
    - 8.3.3.2.2. By Deployment
    - 8.3.3.2.3. By Application
- 8.3.4. South Korea Digital Customer Experience and Service Automation Market Outlook
  - 8.3.4.1. Market Size & Forecast
    - 8.3.4.1.1. By Value
  - 8.3.4.2. Market Share & Forecast
    - 8.3.4.2.1. By Analytical Tools
    - 8.3.4.2.2. By Deployment
    - 8.3.4.2.3. By Application
- 8.3.5. Australia Digital Customer Experience and Service Automation Market Outlook
  - 8.3.5.1. Market Size & Forecast
    - 8.3.5.1.1. By Value
  - 8.3.5.2. Market Share & Forecast
    - 8.3.5.2.1. By Analytical Tools
    - 8.3.5.2.2. By Deployment
    - 8.3.5.2.3. By Application

9. Middle East & Africa Digital Customer Experience and Service Automation Market Outlook

9.1. Market Size & Forecast
- 9.1.1. By Value
9.2. Market Share & Forecast
- 9.2.1. By Analytical Tools
- 9.2.2. By Deployment
- 9.2.3. By Application
- 9.2.4. By Country
9.3. Middle East & Africa: Country Analysis
- 9.3.1. Saudi Arabia Digital Customer Experience and Service Automation Market Outlook
  - 9.3.1.1. Market Size & Forecast
    - 9.3.1.1.1. By Value
  - 9.3.1.2. Market Share & Forecast
    - 9.3.1.2.1. By Analytical Tools
    - 9.3.1.2.2. By Deployment
    - 9.3.1.2.3. By Application
- 9.3.2. UAE Digital Customer Experience and Service Automation Market Outlook
  - 9.3.2.1. Market Size & Forecast
    - 9.3.2.1.1. By Value
  - 9.3.2.2. Market Share & Forecast
    - 9.3.2.2.1. By Analytical Tools
    - 9.3.2.2.2. By Deployment
    - 9.3.2.2.3. By Application
- 9.3.3. South Africa Digital Customer Experience and Service Automation Market Outlook
  - 9.3.3.1. Market Size & Forecast
    - 9.3.3.1.1. By Value
  - 9.3.3.2. Market Share & Forecast
    - 9.3.3.2.1. By Analytical Tools
    - 9.3.3.2.2. By Deployment
    - 9.3.3.2.3. By Application

10. South America Digital Customer Experience and Service Automation Market Outlook

10.1. Market Size & Forecast
- 10.1.1. By Value
10.2. Market Share & Forecast
- 10.2.1. By Analytical Tools
- 10.2.2. By Deployment
- 10.2.3. By Application
- 10.2.4. By Country
10.3. South America: Country Analysis
- 10.3.1. Brazil Digital Customer Experience and Service Automation Market Outlook
  - 10.3.1.1. Market Size & Forecast
    - 10.3.1.1.1. By Value
  - 10.3.1.2. Market Share & Forecast
    - 10.3.1.2.1. By Analytical Tools
    - 10.3.1.2.2. By Deployment
    - 10.3.1.2.3. By Application
- 10.3.2. Colombia Digital Customer Experience and Service Automation Market Outlook
  - 10.3.2.1. Market Size & Forecast
    - 10.3.2.1.1. By Value
  - 10.3.2.2. Market Share & Forecast
    - 10.3.2.2.1. By Analytical Tools
    - 10.3.2.2.2. By Deployment
    - 10.3.2.2.3. By Application
- 10.3.3. Argentina Digital Customer Experience and Service Automation Market Outlook
  - 10.3.3.1. Market Size & Forecast
    - 10.3.3.1.1. By Value
  - 10.3.3.2. Market Share & Forecast
    - 10.3.3.2.1. By Analytical Tools
    - 10.3.3.2.2. By Deployment
    - 10.3.3.2.3. By Application

11. Market Dynamics

11.1. Drivers
11.2. Challenges

12. Market Trends & Developments

12.1. Merger & Acquisition (If Any)
12.2. Product Launches (If Any)
12.3. Recent Developments

13. Global Digital Customer Experience and Service Automation Market: SWOT Analysis

14. Porter's Five Forces Analysis

14.1. Competition in the Industry
14.2. Potential of New Entrants
14.3. Power of Suppliers
14.4. Power of Customers
14.5. Threat of Substitute Products

15. Competitive Landscape

15.1. Salesforce, Inc.
- 15.1.1. Business Overview
- 15.1.2. Products & Services
- 15.1.3. Recent Developments
- 15.1.4. Key Personnel
- 15.1.5. SWOT Analysis
15.2. Microsoft Corporation
15.3. Oracle Corporation
15.4. SAP SE
15.5. Adobe Inc.
15.6. Zendesk, Inc.
15.7. Pegasystems Inc.
15.8. NICE Systems Ltd.
15.9. Genesys Cloud Services, Inc.
15.10. Sitecore Corporation