世界の会話型コマース市場 2023-2028年

出版:Juniper Research(ジュニパーリサーチ) 出版年月:2023年10月

Global Conversational Commerce Market 2023-2028

世界の会話型コマース市場 2023-2028年

価格 ()GBP3,750
種別英文調査報告書

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Juniper Research(ジュニパーリサーチ)「世界の会話型コマース市場 2023-2028年 – Global Conversational Commerce Market 2023-2028」は世界の会話型コマース(チャットコマース)市場を調査し、セグメント毎に分析・予測しています。

主な対象セグメント

  • 産業
    • 銀行業
    • 電子発券
    • 小売業&eコマース
    • 旅行&観光業
  • 会話型コマースタイプ
    • チャットボット
    • OTTメッセージング
    • RCSメッセージング
    • 音声アシスタント

REPORT OVERVIEW

Our latest Conversational Commerce market research provides essential reading into how brands and enterprises will adopt an omnichannel approach to engage with clients to improve the customer experience and increase ROI (Return on Investment). Specifically, this research suite comprises strategic recommendations for key stakeholders in the market, including conversational commerce vendors and CPaaS (Communications Platform-as-a-Service) platforms on which regions and verticals to target, and how.

Furthermore, this bespoke research includes Juniper Research’s new Country Readiness Index which provides a thorough assessment on the regional opportunities for conversational commerce, split specifically by 60 key countries over the forecast period. To supplement this, this Country Readiness Index leverages bespoke 5-year forecasts that include the total number of conversational commerce users, and spend across conversational commerce channels.

The future market outlook includes an evaluation of each of the channels used for conversational commerce, and how vendors can maximise the opportunity. The different conversational commerce channels include:

  • Chatbots
  • OTT Messaging
  • RCS Messaging
  • Voice Assistants

It includes strategic recommendations for conversational commerce vendors, as well as comprehensive 5-year forecasts for spend across each channel, and for 4 key market verticals:

  • Banking
  • Digital Ticketing
  • Retail & eCommerce
  • Travel & Tourism

This research suite includes:

  • Market Trends & Strategies (PDF)
  • Competitor Leaderboard (PDF)
  • Market Data & Forecasting (PDF)
  • 5-year Market Sizing & Forecast Spreadsheet (Excel)
  • 12 Months’ Access to harvest Online Data Platform

Key Market Statistics

Conversational Commerce spend by 2023:$112bn
Growth in RCS-based Conversational Commerce spend, 2023-2028:3550%
Proportion of spend attributable to OTT Messaging by 2028:45%

KEY FEATURES

  • Future Market Outlook: Includes an assessment of key drivers of the conversational commerce market, such as advancements in conversational AI and popularity of OTT messaging channels. It also features some of the main challenges that must be overcome for future growth of the conversational commerce market.
  • Country Readiness Index: Comprehensive coverage featuring country-level market analysis on the future of the market in 60 countries and by 8 key regions; thoroughly analysing each country’s potential success in the conversational commerce market, with recommendations for future growth, paired with five-year forecast data.
  • Juniper Research Competitor Leaderboard: Juniper Research’s Competitor Leaderboard ranks 19 of the leading conversational commerce vendors; based on their capacity & capability, product & position, and market presence. The Leaderboard positions vendors as either established leaders, leading challengers, or disruptors and challengers. The report has ranked the following vendors:
    • Clickatell
    • CM.com
    • Comviva
    • Genesys
    • Google Dialogflow
    • Gupshup
    • Infobip
    • Kaleyra
    • Kasisto
    • LivePerson
    • Meta
    • Octane AI
    • Route Mobile
    • Sinch
    • Tata Communications
    • Twilio
    • Viber
    • Vonage
    • Zendesk
  • Benchmark Industry Forecasts: 5-year forecasts are provided for the market growth of conversational commerce channels, the investment opportunity of deploying conversational commerce across a range of key industries (including banking & finance, retail & eCommerce, digital ticketing, and travel & tourism), and consumer spend across the different conversational commerce channels, including chatbots, OTT messaging, RCS messaging, and voice assistants. Metrics are split by our 8 key forecast regions and the 60 countries listed below:
    • North America:
      • Canada, US
    • Latin America:
      • Argentina, Brazil, Chile, Colombia, Ecuador, Mexico, Peru, Uruguay
    • West Europe:
      • Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, UK
    • Central & East Europe:
      • Croatia, Czech Republic, Hungary, Poland, Romania, Russia, Turkey, Ukraine
    • Far East & China:
      • China, Hong Kong, Japan, South Korea
    • Indian Subcontinent:
      • Bangladesh, India, Nepal, Pakistan
    • Rest of Asia Pacific:
      • Australia, Indonesia, Malaysia, New Zealand, Philippines, Singapore, Thailand, Vietnam
    • Africa & Middle East:
      • Algeria, Egypt, Israel, Kenya, Kuwait, Nigeria, Qatar, Saudi Arabia, South Africa, United Arab Emirates

KEY QUESTIONS ANSWERED

  1. What will the global transaction value of all conversational commerce spend be by 2028?
  2. Which countries represent the greatest opportunities for conversational commerce vendors over the next 5 years?
  3. Which communication channel will generate the most conversational commerce spend by 2028?
  4. Which key market vertical will contribute the most to global spend over conversational commerce channels by 2028?
  5. Who are the leading solution vendors in the conversational commerce market in 2023?

DATA & INTERACTIVE FORECAST

Juniper Research’s forecast suite for the Conversational Commerce market provides unrivalled industry data and forecasts, including:

  • Total Number of Users of Conversational Commerce Channels
  • Total Conversational Commerce Spend, split by channel:
    • Chatbots
    • OTT Messaging
    • RCS Messaging
    • Voice Assistants
  • Total Conversational Commerce Spend, split by vertical:
    • Banking & Finance
    • Retail & eCommerce
    • Digital Ticketing
    • Travel & Tourism
    • Other

Geographical splits: 60 countries
Number of tables: 186 tables
Number of datapoints: Over 117,000 datapoints

harvest: Our online data platform, harvest, contains the very latest market data and is updated throughout the year. This is a fully featured platform enabling clients to better understand key data trends and manipulate charts and tables; overlaying different forecasts within the one chart – using the comparison tool. Empower your business with our market intelligence centre, and receive alerts whenever your data is updated.

Interactive Excels (IFxl): Our IFxl tool enables clients to manipulate both forecast data and charts, within an Excel environment, to test their own assumptions using the interactive scenario tool and compare selected markets side by side in customised charts and tables. IFxls greatly increase a client’s ability to both understand a particular market and to integrate their own views into the model.

COMPANIES REFERENCED

Interviewed: Gupshup, Tata Communications.

Included in Juniper Research Competitor Leaderboard: Clickatell, CM.com, Comviva, Genesys, Google Dialogflow, Gupshup, Infobip, Kaleyra, Kasisto, LivePerson, Meta, Octane AI, Route Mobile, Sinch, Tata Communications, Twilio, Viber, Vonage, Zendesk.

Mentioned: 1st Bank, 2Mobile, Absa Cape Epic, Accura Scan, ACL Mobile, Actito, Active.Ai, Adax, Aditya Birla Sun Life Insurance, Adobe, AfroSaude, AirAsia, Airbnb, Airtel, AkzoNobel, Al Rayan Bank, Alfa-Bank Kazakhstan, Amazon, American Express, AmeriSave Mortgage, Anam Mobile, Apollo Hospitals, Apple, Appmiral, Aramex, Arbetsförmedlingen, Armature Studio, Arrowroot Capital Management, Asia Insurance 1950, AskSid, AudioCodes, Avaya, Axiata, Axis Bank, Bahrain Financing Company B.S.C, Banca Sella, Banca Transilvania, Banca Widiba, Bancontact , Bandyer, Bank of Maharashtra, Barry Callebaut, Bata, Bharti Airtel, BlaBlaCar, Blueshift, BMW, Boku Mobile Identity, Bold360, Booking.com, Bosch Group, BotCentral, Box, BT, Buckle Me Baby Coats, Building Blocks, Bukalapak, BulkGate, Bullpen Capital, BYJU’s, Cake, Camouflaj, Cancer Research UK, Capitec, Carahsoft Technology Corporation, Carbyne, CardEasy, CarDekho, Carousell, Central Bank of Nigeria, Cisco Webex, Citibank, CitNOW, Citrus, CIVICA, ClearFreight, CleverTap, CM.com, Coca-Cola, Commerce Ventures, ConsenSys, Conversable, Crunch, CTI Africa, Curious Thing, Curlsmith, CX Company, CYSM, Dahmakan, Danfoss, Daraz, DataMix, DBS, Deliveroo, Dell, Deloitte, DFS, DHL, Digitel, DocPlanner Group, Doctolib, Doctor Anywhere, Domino’s, DoorDash, Doxy.me, DPD UK, Dulux, e&, EaseMyTrip.com, eBay, e-bot7, Ebury, Econet Wireless, EE, Emirates, Enel X , Ericsson, Etam, Etisalat, Euroconsumers, Eurosonic Noorderslag, ExamRoom.AI, Exceed.ai, FiLLi Cafe, Fisher & Paykel, Five9, FKP Scorpio, Flame, Flipkart, FlySafair, Food Network, Freshdesk, Freshworks, gamigo, Gary Sharp Innovations, General Motors, Genesys, GEVA Group, GigCapital, Giorgio Armani, Glassdoor, GM Financial, GMS, GoDaddy, Goosehead Insurance, Grameenphone, GT Bank, Hangouts, Headsets.com, Hellman & Friedman, Hexaware, HeyHi, HF Group, Himalaya, Hook Mobile, Hotelbeds, HP, HSBC, HubSpot, Hulu, Hutch, Hyundai, IBM, ICICI Bank, Idea Cellular, iDeal, IKEA, Indeed, Indosat Ooerdoo, Infobip, Instagram, Insung Information, Inteliquent, IOCL, Ionic Security, itel, Javelin Venture Partners, Jazz, Johnson & Johnson, Jones Road Beauty, JP Morgan, JustPark, Kakao, Key Travel, Khan Academy, Kik, Klaviyo, KLM Royal Dutch Airlines, Knowlarity, L’Oreal, LAQO, LeadSquared, Leanpay, Lebara Mobile, LendingPoint, LINE, LINK Mobility, LinkLive, Litify, liveClinic, Lofelt, log build, Luxexcel, Lyft, Magento, Mahindra Group, Manulife Singapore, Marham, Marketo, Marks & Spencer, Masiv, Mastercard, MedGo, MediaMarkt, Mepal, MercadoLibre, Mercedes-Benz, MessageMedia, Messaggio, MessengerPeople, Meta, Microsoft, Miracle Mink Hair, Mitel, Mitto, MobiFone Vietnam, MoEngage, Moldcell, Momentive, Monjin, Moxo, MPL, MPMKVVCL (Madhya Pradesh Madhya Kshetra Vidyut Vitaran Co Ltd), MTD Products, Mukuru, NatureWise, Nederlandse Loterij, NEOS Travel, Netflix, Netokracija, New10, Next Education, NICE inContact, Nickel, NLB Banka, Nomorobo, Novartis, Novo Nordisk, NPR One, Oak HC/FT, Ola, Onecom, OpenAI, OpenCart, OpenMarket, OpenSooq, OpenTable, Oracle, Orange, Oxfam, Paidy, PalFish, Panera Bread, Papa John’s Pizza, ParkMobile, Partnership of New York City, Pathwire, PayPlaza, PayU, Peerless Network, PensionBee, Philips, Pointillist, PopBox Asia, Practo, Presize.ai, PUBG, Radware, Raiffeisen Bank, Rakuten, RAM Tracking, Randstad, Rapido, Rapyd, Razorpay, Recharge, Red Hat, redBus, Redfin, Relief International, Remitly, Rently, Revolut, Rho, Roadmap, Robi, RSPCA, RTL Media & Entertainment, Safaricom, Salesforce, Santagostino, SAP, Sberbank, Segment, Selligent, Senati, Sequoia, ServiceNow, Setu, Shift Conference, ShoeBeDo, Shopify, Siemens, SignalWire, Singapore Airlines, Skinny Mixes, Skype, Slack, Snap, Sngular, Spoton Logistics, Spryker, Standard Bank, StoryCorps, Strands, Stripe, StubHub, SurveyMonkey, Takeaway.com, Talisma Corporation, Tangerine, Tantan, Telegram, Telekom, Tele-Town Hall, Ten Coves Capital, Tenfold, Teravoz, Tesco, The American Red Cross, the Dutch Government, The Motley Fool, The Netherlands Red Cross, The Partnership Fund for New York, The University of Warwick, The Wall Street Journal, Thinca, Ticketmaster, TicketOne, TM (Telekom Malaysia Berhad), TP Vision, TraceDock, Transcosmos Research & Development Inc, Truecaller, TTN, Túlka, Twilio, Twisted Pixel Games, Twitch, Two Sigma Ventures, Tymeshift, Uber, UJET and Voximplant. Moreover, Unilever, UPI, US Foods, Verisure, Vicco, Vietnamobile, VillageDAO, Vimeo, Vinted, Visa, Visionflex, VMware, Vodafone, VoiceBase, VoicePing, VoiceSage, Volpy, Vonage, VTB Bank, VvAA Groep BV, WebEngage, WeChat, Welthungerhilfe, WeWork, WhatsApp, Wicked Edge, WooCommerce, WorkIndia, Wurth, X, Xerox, Yelp, Yousign, Zapier, Zipcar, Zipwhip, Zoho CRM, Zomato.

FORECAST SUMMARY

Global retail spend via conversational commerce channels is forecast to increase to $43 billion by 2028, from $11.4 billion in 2023. This growth of over 280% will be driven by the emergence of new personalised services, made possible by incorporating AI and LLMs (Large Language Models).

  • Conversational commerce is the use of messaging or natural language interfaces; enabling businesses to interact with customers for use cases such as inquiries, placing orders, and customer support.
  • It is predicted that the automated services provided by AI-based LLMs, such as ChatGPT, will become key differentiators for conversational commerce vendors in 2024. Given the growing adoption of conversational commerce via omnichannel communications, leading vendors are urged to introduce LLM-based conversational services across as many communications channels as possible.
  • Voice channels have been identified as an underserved emerging opportunity for vendors. In response, vendors must implement LLM-based conversational services into voice channels, including voice assistants and CCaaS (Contact Centre-as-a-Solution) platforms to further maximise future revenue. To capitalise on the $43 billion conversational commerce opportunity within retail, vendors must leverage LLMs to immediately support multiple languages.
  • North America

Table of Contents

※フルセット(GBP3,750)の目次です。詳細目次および他レポートはEメールでお送りいたします。こちらよりお申し付けください。

Global Conversational Commerce Market 2023-2028

1. Market Trends & Strategies

  • 1. Key Takeaways & Strategic Recommendations
  • 2. Future Market Outlooks
  • 3.Value-added Services
  • 4.Country Readiness Index

2. Competitor Leaderboard

  • 1. Juniper Research Competitor Leaderboard
  • 2. Vendor Profiles

3. Data & Forecasting

  • 1. Market Summary & Future Outlook
  • 2. Chatbots
  • 3. OTT Messaging
  • 4. RCS Messaging
  • 5. Voice Assistants

レポート構成&価格表

フルセットGBP 3,750
 
  • Market trends, strategies and forecasts report (pdf)
  • Competitor leaderboard (pdf)
  • Market data & forecasts – All topic data and interactivity (xls)
  • harvest market data platform (12 months’ online access) 
 
(1) 動向&戦略調査 
 
  • 市場動向&戦略レポート(PDF)
    Market trends & strategies report
GBP 1,990
 
  • 競合スコアボードレポート(PDF)
    Competitor leaderboard report
GBP 1,990
(2) 市場規模&予測GBP 2,990
 
  • Market data, forecasts and analysis report (pdf)
  • Market data, forecasts and interactivity (xls)
  • harvest market data platform (12 months’ online access) 

[プレスリリース]

SPEND OVER OTT MESSAGING APPS TO NEAR $50 BILLION GLOBALLY BY 2028, DESPITE GROWING COMPETITION FROM RCS MESSAGING

Hampshire, UK – 12th December 2023: A new study from Juniper Research, the foremost experts in telecommunications markets, predicts OTT messaging apps will remain the dominant channel for conversational commerce. This is despite a fall in global market share of conversational commerce spend from 53% in 2024, to 45% in 2028.

Much of this spend will be driven by the advanced capabilities of OTT messaging apps, including interactive calls to action and rich media. These features will enhance the consumer experience; attracting high-spending users to engage in further commerce activity.

OTT business messaging enables enterprises to communicate with customers via third-party messaging applications.

OTT messaging apps, being standalone platforms, can move quickly to integrate new technologies, including AI-based personalisation for cross-selling and upselling opportunities. This will be imperative in high-spending industries such as retail, as OTT messaging apps will be deployed as part of an omnichannel marketing strategy alongside messaging channels like RCS (Rich Communications Services).

RCS to Be the Fastest-growing Conversational Commerce Channel

Despite the dominance of OTT messaging apps, RCS commerce spend is forecast to grow by more than 3,500% over the next five years; from $350 million in 2023, to $12 billion in 2028. This growth will be driven by the roll-out of RCS-capable devices, increased RCS operator support and consumer availability.

Additionally, the report found the rich features of RCS, including brand verification, branded messaging, and rich carousels, will allow operators to compete with leading OTT messaging apps through RCS’ improved security and capabilities. This will foster consumer trust to engage in more sophisticated messaging use cases, such as conversational commerce.

The Research Suite

The new research suite offers the most comprehensive assessment of the conversational commerce market to date, including market analysis and in-depth forecasts for 60 countries. The dataset contains over 117,000 market statistics within a five-year period. It includes a ‘Competitor Leaderboard’ and ‘Country Readiness Index’.

Juniper Research has, for two decades, provided market intelligence and advisory services to the global telecommunications sector, and is retained by many of the world’s leading network operators and communications platforms.