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Global Conversational Commerce Market 2023-2028: Full Research Suite

Publisher Juniper Research
Published Oct 30, 2023
Length 160 Pages
SKU # JNRH19997497

Description

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

Please note: the online download version of this report is for a global site license.

Table of Contents

160 Pages
1. Key Takeaways & Strategic Recommendations
1.1 Key Market Takeaways
1.2 Strategic Recommendations
2. Future Market Outlooks
2.1 Introduction to Conversational Commerce
Figure 2.1: Example Use Case of Conversational Commerce
2.1.1 Overview of the Conversational Commerce Market
Figure 2.2: Conversational Commerce Total Spend in 2023 ($m), Split by 8 Key Regions
Figure 2.3: Total Users of Conversational Commerce Channels 2023-2028 (m), Split by 8 Key Regions
Figure 2.4: Select Countries with the Highest Average Spend via Conversational Commerce Channels per User per annum in 2028 ($)
2.1.2 Conversational Commerce Channels
i. Different Conversational Commerce Channels
Figure 2.5: Conversational Commerce Channels
Figure 2.6: History of Chatbots
Figure 2.7: Most Popular OTT App by Country in 2023
Figure 2.8: Total Voice-Assistant enabled Speakers Installed Base That Is Payment Enabled (m), Split by 8 Key Regions
ii. Conversational Commerce Channels Spend
Figure 2.9: Total Spend over Conversational Commerce 2023-2028 ($m), Split by Channel
2.1.3 Spend Across Key Verticals
Figure 2.10: Spend across Key Conversational Commerce Verticals ($m), 2023-2028
2.1.4 Key Drivers of Market Growth
2.1.5 Market Segment Analysis
i. Demographic Differences
ii. Geographic Differences
2.1.6 Key Challenges for Conversational Commerce Growth
3. Value-added Services
3.1 Different Types of Value-added Services
3.1.1 Pre-transaction Value-added Services
i. Personalisation
Figure 3.1: Example of an Interactive Quiz for the Retail Industry
ii. Integration with Social Media Platforms
iii. Interactive Content
iv. IVR Deflection
Figure 3.2: Example of IVR Deflection
3.1.2 During Transaction Value-added Services
i. Completion of Payments within the Conversation
ii. Brand Verification
iii. Integration with Loyalty Programmes
Figure 3.3: Example of a Loyalty Programme within a Conversational Commerce Channel
3.1.3 Post-transaction Value-added Services
i. Returns and Exchanges
4. Country Readiness Index
4.1 Conversational Commerce Country Readiness Index
Table 4.2: Juniper Research Conversational Commerce Country Readiness Index: Scoring Criteria
Figure 4.3: Juniper Research Country Readiness Index – Conversational Commerce
4.1.1 Focus Markets
i. Far East & China
Figure 4.4: Proportion of Spend Attributable to Each Conversational Commerce Channel in Far & East & China 2023 (%), Split into 4 Key Countries
ii. West Europe
Figure 4.5: Proportion of Spend Attributable to Key Market Verticals in West Europe in 2023 (%), Split by 9 Key Countries
iii. North America
Figure 4.6: Average Spend via Conversational Commerce Channels per User per annum in North America ($), Split into 2 Key Countries, 2023-2028
iv. Latin America
v. Indian Subcontinent
Figure 4.7: Total Spend across RCS Conversational Commerce in India ($), 2023-2028
vi. Rest of Asia Pacific
4.1.2 Growth Markets
i. Latin America
Figure 4.8: Total Users of Conversational Commerce Channels in Latin America (m), Split by 3 Key Countries, 2023-2028
ii. West Europe
4.1.3 Saturated Markets
i. Latin America
Figure 4.9: Total Spend across Each Conversational Commerce Channel in Mexico in 2023 ($)
ii. Indian Subcontinent
iii. Rest of Asia Pacific
iv. Africa & Middle East
4.1.4 Developing Markets
i. Latin America
ii. Central & East Europe
Figure 4.10: Total Spend over Conversational Commerce in 8 Key Countries in Central & East Europe ($m), 2023-2028
iii. Indian Subcontinent
iv. Rest of Asia Pacific
v. Africa & Middle East
Figure 4.11: Total Users of Conversational Commerce Channels in Africa & Middle East (m), Split by 9 Key Countries, 2023-2028
Table 4.12: Juniper Research Country Readiness Index Heatmap: North America
Table 4.13: Juniper Research Country Readiness Index Heatmap: Latin America
Table 4.14: Juniper Research Country Readiness Index Heatmap: West Europe
Table 4.15: Juniper Research Country Readiness Index Heatmap: Central & East Europe
Table 4.16: Juniper Research Country Readiness Index Heatmap: Far East & China
Table 4.17: Juniper Research Country Readiness Index Heatmap: Indian Subcontinent
Table 4.18: Juniper Research Country Readiness Index Heatmap: Rest of Asia Pacific
Table 4.19: Juniper Research Country Readiness Index Heatmap: Africa & Middle East
1. Juniper Research Competitor Leaderboard
Table 1.1: Juniper Research Competitor Leaderboard: Vendors & Product Portfolio
Figure 1.2: Juniper Research Competitor Leaderboard: Conversational Commerce
Source: Juniper ResearchTable 1.3: Juniper Research Competitor Leaderboard: Vendors & Positioning
Table 1.4: Juniper Research Competitor Leaderboard Heatmap: Conversational Commerce Service Providers (Part 1)
Table 1.5: Juniper Research Competitor Leaderboard Heatmap: Conversational Commerce Service Providers (Part 2)
2. Vendor Profiles
2.1 Conversational Commerce Service Provider Profiles
2.1.1 Clickatell
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.2 CM.com
i. Corporate Information
Table 2.1: CM.com’s Select Financial Information (€m), 2020-2022
ii. Geographical Spread
CM.com’s headquarters are in the Netherlands. The company also has 29 offices in various locations including Belgium, Brazil, China, Denmark, France, Germany, Hong Kong, India, Italy, Japan, Kazakhstan, Kenya, Singapore, Spain, South Africa, Turkey, UAE, the UK and the US.
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.3 Comviva
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.4 Genesys
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.5 Google Dialogflow
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
Figure 2.2: Dialogflow’s Processing for Fulfilling Customer Enquiries
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.6 Gupshup
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.7 Infobip
i. Corporate Information
Table 2.3: Infobip Acquisitions – April 2021 to Present.
Table 2.4: Infobip’s Select Financial Information, 2019-2021
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
Figure 2.5: Infobip’s Conversational Commerce infographic
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.8 Kaleyra
i. Corporate Information
Table 2.6: Kaleyra’s Total Revenue ($m), 2020-2022
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
Figure 2.7: Kaleyra’s Communications Product Suite
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.9 Kasisto
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
Figure 2.8: Kasisto’s KAI Platform Intelligence Channel Integration
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.10 LivePerson
i. Corporate Information
Table 2.9: LivePerson’s Financial Revenue ($m) 2021-2022, Split by Segment
Table 2.10: LivePerson Acquisitions 2018-2021
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.11 Meta
i. Corporate Information
Table 2.11: Meta Acquisitions 2022-2023
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Clients & Strategic Opportunities
2.1.12 Octane AI
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.13 Route Mobile
i. Corporate Information
Table 2.12: Route Mobile Annual Financial Information (₹) 2021-2022
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
Figure 2.13: Route Mobile’s OmniCent Solution
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.14 Sinch
i. Corporate Information
Table 2.14: Sinch’s Most Recent Acquisitions
Table 2.15: Sinch Selected Financial Information ($m), 2021-2022
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.15 Tata Communications
i. Corporate Information
Table 2.7: Tata Communications’ Select Financial Information ($m), 2021-2023
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Clients and Strategic Opportunities
2.1.16 Twilio
i. Corporate Information
Table 2.16: Twilio’s Acquisitions 2020-Present
Table 2.17: Twilio’s Select Financial Information 2019-Present
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Clients & Strategic Opportunities
2.1.17 Viber
i. Corporate Information
Figure 2.18: Rakuten’s Breakdown of Patent Portfolio’s by Country in 2021
Table 2.19: Rakuten Select Financial Information ($bn), 2021-2022
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Clients & Strategic Opportunities
2.1.18 Vonage
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
2.1.19 Zendesk
i. Corporate Information
ii. Geographical Spread
iii. Key Clients & Strategic Partnerships
iv. High-level View of Offerings
v. Juniper Research’s View: Key Strengths & Strategic Opportunities
Juniper Research Leaderboard Assessment Methodology
2.2 Limitations & Interpretations
Table 2.20: Juniper Research Competitor Leaderboard Scoring Criteria
1. Market Summary & Future Outlook
1.1 Conversational Commerce Forecasts
1.1.1 Total Number of Conversational Commerce Users
Figure & Table 1.1: Total Users of Conversational Commerce Channels (m), Split by 8 Key Regions, 2023-2028
1.1.2 Total Conversational Commerce Spend
Figure & Table 1.2: Total Spend over Conversational Commerce ($m), Split by 8 Key Regions, 2023-2028
1.1.3 Total Conversational Commerce Spend over Different Channels
Figure & Table 1.3: Total Spend over Conversational Commerce ($m), Split by Channel, 2023-2028
1.1.4 Conversational Commerce Spend and Key Market Verticals
Figure & Table 1.4: Total Spend over Conversational Commerce ($m), Split by Vertical, 2023-2028
2. Chatbots
2.1 Introduction to Chatbot Conversational Commerce
2.1.1 Chatbot Commerce Forecast Methodology
Figure 2.1: Chatbot Commerce Forecast Methodology
Figure 2.2: Chatbot Commerce Market Split Forecast Summary
2.2 Chatbot Conversational Commerce
2.2.1 Number of Chatbot Interactions Completing In-App Purchases
Figure & Table 2.3: Number of Commerce Chatbot Interactions Which Complete In-app Purchases (m), Split by 8 Key Regions, 2023-2028
2.2.2 Total Spend on Chatbot Commerce
Figure & Table 2.4: Total Spend on Chatbot Commerce ($m), Split by 8 Key Regions, 2023-2028
Table 2.5: Total Spend over Commerce Chatbots ($m), Split by Channel, 2023-2028
2.2.3 Chatbot Commerce Spend for Key Market Verticals
Figure & Table 2.6: Total Spend on Chatbot Commerce ($m), Split by Market Vertical, 2023-2028
3. OTT Messaging
3.1 The Future of OTT Messaging Commerce Services
Figure 3.1: Total Number of Smartphone Users who Use Instant Messaging (m), Split by 8 Key Regions, 2023
OTT Messaging Commerce Forecast Methodology
Figure 3.2: OTT Messaging Commerce Forecast Methodology
Figure 3.3: OTT Messaging Commerce Market Split Forecast Summary
3.2 OTT Messaging Conversational Commerce
3.2.1 Total Number of Conversational Commerce Users over OTT Messaging
Figure& Table 3.4: Total Number of IM Users that are Conversational Commerce Capable (m) Split by 8 Key Regions, 2023-2028
3.2.2 Total Number of Commerce Transactions over OTT Messaging
Figure & Table 3.5: Total Number of IM Commerce Transactions (m), Split by 8 Key Regions, 2023-2028
3.2.3 Total Spend over OTT Messaging Conversational Commerce
Figure & Table 3.6: Total Transaction Value via IM Conversational Commerce Services ($m), Split by 8 Key Regions, 2023-2028
3.2.4 OTT Messaging Conversational Commerce Spend for Key Market Verticals
The industry which is anticipated to contribute the most to conversational commerce spend across OTT messaging apps is the eCommerce & retail industry, with an expected $16 billion total spend by 2028.
Figure & Table 3.7: Total Transaction Value via IM Conversational Commerce Services ($m), Split by Market Vertical, 2023-2028
4. RCS Messaging
4.1 The Future of RCS Messaging Commerce Services
Figure 4.1: Total RCS-Capable Mobile Subscribers, 2023-2028 (m), Split by 8 Key Regions
RCS Messaging Commerce Forecast Methodology
Figure 4.2: RCS Messaging Commerce Forecast Methodology
Figure 4.3: RCS Messaging Commerce Market Split Forecast Summary
4.2 RCS Messaging Conversational Commerce
4.2.1 RCS-Capable Subscribers Making Conversational Commerce Payments
Figure & Table 4.4: Total Number of RCS-capable Subscribers Making Payments via Conversational Commerce Channels (m), Split by 8 Key Regions, 2023-2028
4.2.2 Total Transactions Via RCS-based Conversational Commerce Channels
Figure & Table.4.5: Total Transactions via RCS-based Conversational Commerce Channels (m), Split by 8 Key Regions, 2023-2028
4.2.3 Total Spend Over RCS-based Conversational Commerce
Figure & Table 4.6: Total Spend over RCS-based Conversational Commerce Channels ($m), Split by 8 Key Regions, 2023-2028
4.2.4 RCS-based Conversational Commerce Spend for Key Market Verticals
Figure & Table 4.7: Total Spend over RCS-based Conversational Commerce ($m), Split by Market Vertical, 2023-2028
5. Voice Assistants
5.1 The Future of Voice Assistant-enabled Speakers Commerce Services
Figure 5.1: Total Voice Assistant-enabled Speakers that are Payment-enabled in 2023 (m), Split by 8 Key Regions
Voice Assistant Commerce Forecast Methodology
Figure 5.2: Voice Assistant Commerce Forecast Methodology
Figure 5.3: Voice Assistant Commerce Market Split Forecast Summary
5.2 Voice Assistant Conversational Commerce
5.2.1 Total Number of Voice Assistant Speakers that are Actively Making Payments
Figure & Table 5.4: Total Payment-enabled Voice Assistant enabled Speakers that are Actively Making Payments (m), Split by 8 Key Regions, 2023-2028
5.2.2 Total Conversational Commerce Spend Over Voice Assistant Speakers
Figure & Table 5.5: Total Annual Transaction Value of Payment-Enabled Voice Assistant enabled Speakers ($m), Split by 8 Key Regions, 2023-2028
5.2.3 Voice Assistant Conversational Commerce Spend for Key Market Verticals
Figure & Table 5.6: Total Annual Transaction Value of Payment-Enabled Voice Assistant enabled Speakers ($m), Split by Market Vertical, 2023-2028
5.3 Endnotes:

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