The customer intelligence platform market is projected to grow from USD 1.9 billion in 2022 to USD 7.0 billion by 2027, at a Compound Annual Growth Rate (CAGR) of 29.7% over the forecast period. Customer intelligence platforms provide marketing teams with unified, real-time, self-service access to customer data, which is collected from diverse sources such as call center interactions, connected devices, product usage, sales data, mobile apps, customer lifecycle trends, websites, social media, and emails.
These platforms give marketers enhanced control over their marketing databases and offer features like the creation of a comprehensive 360° customer view, leading to superior customer experiences. Key growth drivers include the increasing need for a holistic view of customer data, the demand for omnichannel experiences, the push for personalized customer interactions, and the shift toward data-driven marketing and advertising. Additionally, the growing adoption of these platforms to track real-time market changes and significant investments from large enterprises are further propelling the market’s expansion.
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By component, the platform segment to hold the largest market size during the forecast period
Customer intelligence platform is the next step in customer data management. It serves and connects business users across sales, marketing, commerce, and services, connecting billions of data points across disparate sources of data to uncover insights. Significant resources have been invested by companies in analytics but they realize that they must also invest in data governance and management or risk making decisions on bad data, leading to bad results. To deliver the more automated, personal, and predictive services customers expect, organizations need a customer intelligence platform driven by AI and machine learning to manage and analyze data from multiple disparate sources at volumes and at speeds no human can match. Increasing use of AI and ML capabilities to develop predictive models will drive the market of customer intelligence platforms.
By services, support & maintenance segment to hold the largest market size during the forecast period
Support and maintenance services include the assistance provided by professionals to implement and maintain customer intelligence platform solutions. These services include assistance for troubleshooting, upgradation of existing software, problem-solving, emergency response management, software maintenance, proactive services, and technical support provided by customer intelligence platform vendors. Customer intelligence platform vendors offer IT professionals, data scientists, platform architects, system integrators, and data management experts who provide support and maintenance services. They also provide one-on-one personalized training and courses for the implementation of the leading technologies, tools, and best practices. These help organizations manage, maintain, and build their data platforms and infrastructure.
North America to hold the larger market size during the forecast period
North America is expected to be the largest contributor to the customer intelligence platform market. The region is led by the US and Canada. Both countries have invested substantially in R&D activities, contributing to the development of new technologies. The customer intelligence platform market in North America has been further segmented into the US and Canada. Organizations, especially in the US, have started using customer data from various data sources to stay competitive in the market. North America is home to multiple customer intelligence platform vendors, such as Microsoft, Oracle, Teradata, and SAP. Due to high competition and demand prevailing across the North American region these companies are targeting higher revenue and business expansions.
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Unique Features in the Customer Intelligence Platform Market
Customer intelligence platforms provide a single point of access to customer data by integrating information from multiple sources such as websites, social media platforms, call centers, mobile apps, and connected devices. This unified access helps marketing teams eliminate data silos, enabling them to view and analyze customer data more effectively and in real time.
These platforms offer real-time data processing capabilities, allowing businesses to access up-to-the-minute insights on customer behavior and preferences. This feature is crucial for making timely, data-driven decisions and responding swiftly to customer needs or market trends, thereby enhancing the overall customer experience.
One of the standout features is the ability to create a comprehensive 360-degree view of each customer. By consolidating data from multiple touchpoints—such as product usage, purchase history, and customer lifecycle trends—marketers can gain a more holistic understanding of their customers. This facilitates more personalized marketing and customer engagement strategies.
Customer intelligence platforms often include self-service analytics tools, allowing marketing teams to generate reports and insights without relying on data scientists or IT teams. This democratizes access to data within organizations, empowering marketers to make informed decisions faster and with more autonomy.
Another unique feature is the platform’s ability to enable and support omnichannel marketing strategies. By leveraging data from various channels—such as email, mobile, social media, and in-store interactions—customer intelligence platforms help businesses deliver consistent, personalized experiences across all customer touchpoints.
Major Highlights of the Customer Intelligence Platform Market
Businesses are increasingly seeking solutions that provide a unified, omnichannel view of customer interactions. The demand for delivering consistent, personalized experiences across multiple touchpoints—such as social media, email, mobile apps, and in-store visits—has fueled the adoption of customer intelligence platforms. These platforms enable marketers to integrate data from various channels and build personalized customer journeys.
Customer intelligence platforms are enabling a shift toward data-driven decision-making by providing real-time insights and analytics. Organizations are now prioritizing tools that allow them to track and analyze customer behavior, preferences, and purchasing trends in real time. This empowers businesses to make quicker, more informed marketing decisions that improve customer engagement and satisfaction.
One of the key highlights is the platforms’ ability to offer a 360-degree view of customers. By aggregating data from multiple sources—such as product usage, call center interactions, sales records, and digital footprints—businesses gain a complete, holistic understanding of their customers. This comprehensive view enhances marketing efforts and ensures that businesses can create more tailored, effective strategies.
Large enterprises are making significant investments in customer intelligence platforms to gain a competitive edge. As companies look to enhance their customer insights and build stronger customer relationships, they are increasingly adopting these platforms to integrate advanced analytics, AI, and predictive modeling into their marketing strategies. This growing investment is a key driver of market expansion.
With real-time data analytics becoming a critical requirement, customer intelligence platforms enable organizations to monitor market trends and customer behavior as they evolve. This capability helps businesses react promptly to market changes, shifting customer expectations, and emerging competitive threats, which ultimately leads to better business outcomes and more agile marketing strategies.
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Top Companies in the Customer Intelligence Platform Market
The major vendors in the customer intelligence platform include IBM (US), Oracle (US), Microsoft (US), Adobe (US), SAS (US), Salesforce (US), Google (US), Accenture (Ireland), Informatica (US), SAP (Germany), Verint (US), Teradata (US), Zeta Global (US), TIBCO (US), NICE (Israel), TransUnion (US), Alida (Canada), Algonomy (US), NetBase Quid (US), NGDATA (Belgium), Zeotap (Germany), ActionIQ (US), Amperity (US), UserIQ (US), Datashift (Belgium), Staircase AI (US), Terminus (US), and Lifesight (Singapore).
IBM:
IBMis a multinational technology and consulting corporation offering infrastructure hosting and consulting services. The company operates through three major business segments: Services, Sales, and Financing. IBM Cloud has emerged as a preferable platform for all business applications, as it is AI-compatible. It is a unifying platform that integrates IBM’s capabilities with a single architecture and spans public and private platforms. With this powerful cloud platform, the company can cater to the requirements of different businesses across the world. IBM caters to diverse verticals, including aerospace and defense, education, healthcare, oil & gas, automotive, electronics, insurance, retail, and consumer products, banking and finance, energy & utility, life sciences, telecommunication, media and entertainment, chemicals, government, manufacturing, travel and transportation, construction, and metals and mining. The company has a strong presence in the Americas, Europe, the Middle East, Africa, and Asia Pacific and has clients in more than 175 countries. IBM is one of the major players in the customer intelligence platform market. IBM offers a Predictive Customer Intelligence solution, which helps an organization personalize customer interactions by applying the most relevant recommendations to individual customers.
Oracle:
Oraclewas incorporated in 1977 and is headquartered in California, US. The company is a global leader in delivering a broad spectrum of products, solutions, and services designed to meet the requirements of corporate IT environments, such as platforms, applications, and infrastructure. It caters to a diverse clientele across the world. It specializes in developing, manufacturing, and marketing hardware systems, databases, middleware software, and application software. It operates through three business segments: Cloud and license, Hardware, and Services in more than 175 countries and caters to 4,30,000 customers across industries such as banking, telecommunications, engineering and construction, financial services, healthcare, insurance, public sector, retail, and utilities. It operates in more than 145 countries across the Americas, Europe, Asia Pacific, and the Middle East & Africa. Oracle Customer Intelligence Platform creates a single Unified Customer Profile for each customer that combines profile, transactional, and behavioral data from across the business. A Unified Customer Profile provides not only a complete view of each and every customer in the business but also provides with a complete view of the business.
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