Juniper Research’s Conversational Commerce research suite provides a comprehensive assessment of the evolving nature of this established market, including an analysis of the developing technologies, such as LLMs (Large Language Models), are shaping the industry.
It highlights how conversational commerce channels will be leveraged to increase personalisation of the consumer shopping experience and therefore increase engagement. Specifically, through deploying value-added services, this will improve customer satisfaction by assisting customers at each stage of the purchasing journey, from pre-transaction to post-transaction.
Additionally, the report includes a comprehensive country-level analysis using Juniper Research’s Country Readiness Index; highlighting the key future opportunities for growth in this market. This regional analysis is complemented by the use of thorough in-house forecast data spanning 60 countries across 8 key regions. These datasets assess a range of criteria, including conversational commerce users and total spend across each channel.
The research also includes the following:
Key Takeaways & Strategic Recommendations: Incisive recommendations on the future of the conversational commerce market, including how operators can best capitalise on the growing conversational commerce market; bolstered by extensive market forecasts and interviews with conversational commerce vendors.
Market Outlook: In-depth assessment of key market trends, drivers, and challenges that are anticipated to impact conversational commerce. This includes an analysis of each of the conversational commerce channels:
Chatbots
OTT Messaging
RCS Messaging
Voice Assistants
Juniper Research Country Readiness Index: Comprehensive coverage featuring country‑level market analysis on the future of the market in 60 countries and 8 key regions; thoroughly analysing each country’s potential success in the conversational commerce market, with recommendations for future growth, paired with 5-year forecast data.
Offered in PDF format.
Please note: the online download version of this report is for a global site license.
- 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
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