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Global Customer Experience Management Market (2021 to 2026) – Growth, Trends, COVID-19 Impact, and Forecasts

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Dublin, April 14, 2021 (GLOBE NEWSWIRE) — The “Customer Experience Management Market – Growth, Trends, COVID-19 Impact, and Forecasts (2021 – 2026)” report has been added to ResearchAndMarkets.com’s offering.

The customer experience management market was valued at USD 10.23 billion in 2020 and is expected to reach USD 27.13 billion by 2026 and grow at a CAGR of 17.9% over the forecast period (2021-2026). Increasing adoption of digitalization, technological advancements in cloud and artificial intelligence solutions, rapid integration of multichannel touchpoints into a single platform, and the increasing need to analyze customer data to draw business insights to increase revenue are some of the primary factors boosting the customer experience management market.

Brands are increasingly dependent on customer experience management tools to determine customers’ requirements and to verify that the customer needs and the company’s offerings are on the same level to be one step ahead of competitors. Companies also utilize cloud-based technology, advanced analytics, and automation to provide highly personalized customer experience and build brand loyalty to reduce churn rate. According to a study, brand loyalty aids companies to achieve revenue gains of 5% to 10% and reduce costs by 15% to 25% within two or three years as new customer acquisition costs five times as to retain a current customer.

The advent of technology has led to the digitalization of every sector and has tremendously increased the digital customer interaction. Technology evolution at a rapid pace has led to the creation of more intuitive and user-friendly interactions. But as customers are now accustomed to user-friendly and personalized digital natives, such as Google and Amazon, they expect the same kind of service from established players. According to research, 25% of customers will defect after just one bad experience, and thus, companies are demanding multi-purpose, user-friendly, accurate, and fast solutions from the key vendors.

For instance, in 2019, Oracle has launched a series of new data-first updates across Oracle Customer Experience (CX) Cloud. The latest updates include new digital assistants for sales, customer service and marketing professionals, new data enriched B2B sales capabilities, and latest industry solutions for telecom and media, financial services, and the public sector. These updates were built on data and machine learning solutions to help brands take advantage of powerful data insights to get ahead of customer needs and ensure smooth, positive, unforgettable customer experience.

Key Market Trends

Travel and Transportation are Expected to Witness Moderate Growth

  • According to the WTTC 2019 report, the travel and tourism sector experienced 3.5% growth and outpaced the global economy (2.5%) for the ninth consecutive year. Over the past five years, one in four new jobs were created by the sector and has generated 10.3% of global GDP. This data reflects the sector’s significant growth in the coming years.
  • The travel and transportation sector has experienced a digital transformation over the past few years due to the overwhelming shift of customers from traditional paper to digital solutions. The rapid adoption of mobile and access to internet services across the world has forced all the travel companies to switch to mobile supporting applications to enhance the customer experience.
  • Modern travelers use technology at every single point, from reaching to the airport, checking in, accessing in-flight entertainment, managing itineraries, unlocking hotel rooms, handling customer service problems, or looking for food to eat. This trend has led to the development of mobile integration solutions that provide personalized data and have ultimately improved customer experience. For instance, Wyndham Hotel Group uses Adobe Analytics to gather data, time-based metrics, geolocation, and personalization data for better application experience to loyalty members.
  • Emerging technologies like the release of 5G, advancements in Artificial Intelligence, and improved voice search are some of the technological disruptions that will create new ways for travel companies to engage customers and make travel easier, richer, and more convenient. For instance, travel companies use messaging apps and chatbots to integrate the growing power of artificial intelligence into the mobile travel experience.
  • The outbreak of COVID-19 has completely disrupted the tourism sector, and so has weakened the customer experience management market in particularly this sector. According to the research conducted by the World Tourism Organization (UNWTO) on April 6, 2020, 96% of all worldwide destinations introduced travel restrictions in response to the pandemic. Around 90 destinations have entirely or partially closed their borders to tourists, while a further 44 are closed to certain tourists depending on the country of origin. Moreover, International tourist arrivals could decline by 20% to 30% in 2020. This can lead to the loss of millions of jobs in the global tourism industry for at least the next three months.

Asia-Pacific is Expected to Witness Significant Growth

  • Digital transformation has opened up a plethora of opportunities in the way contact centers have been functioning, and the Asia-Pacific region is experiencing high adoption of a customer experiencing platforms in various industries. For instance, in 2019, Singapore Airlines, one of the world’s best airlines, has partnered with Insider to drive its customer satisfaction initiatives. Insider’s growth management platform based on the latest artificial intelligence technologies will enable Singapore Airlines to deliver highly personalized, meaningful experiences to each individual based on historical, real-time, and predictive data.
  • Asia accounts for the maximum number of small and medium-sized enterprises (SMEs) who require technologies to serve the customer in better and smart ways. About 80% of SAP’s customers are SMEs who can benefit, backed by learnings and data to become a larger enterprise in the future. Scott Russell, the president for the SAP Asia Pacific Japan (APJ), revealed that Asia-Pacific and Japan would continue to be one of the primary investment markets as the market is not saturated, businesses require technology to enhance customer experience and to gain competitive advantage.
  • Increasing investment by vendors in the Asian market is also boosting the customer experience management platform. For instance, RateIt, Singapore headquartered, raised USD 5 million in its series A funding round in 2019. It is a startup that provides real-time customer experience management platforms to global brands. More than half of its revenue is generated from Southeast Asia with clients including Metro, Maybank, Lego, and several small and micro-enterprise firms.
  • Asia-Pacific will experience high growth due to the rapid urbanization and digitalization of the developing countries and increased usage of digital transactions in developing countries, such as India, China, and Singapore.

Competitive Landscape

The customer experience management market is highly competitive and moderately fragmented. A few major players like Adobe, Oracle, SAP, IBM, Avaya Inc., and Verint Systems Inc. are focusing on expanding their customer base across foreign countries. These companies are leveraging strategic collaborative initiatives to increase their market share and increase their profitability. However, with technological advancements and product innovations, mid-size to smaller companies are growing their market presence by securing new contracts and by tapping new markets.

  • March 2020 – Adobe launched the Digital Economy Index, the first real-time barometer of the digital economy, to analyze trillions of online transactions across 100 million products in 18 categories. It reflects consumers’ desire to purchase products in the future. It is powered by Adobe Analytics and based on a new digital consumer shopping basket measuring scale of online goods and services. It has also protected many businesses during the pandemic outbreak COVID-19, as it helped many companies become digital.
  • February 2020 – Verint System Inc. partnered with Adobe to support more personalized customer journeys by combining experience data from the Verint Experience Cloud along with data from the Adobe Experience Platform. Organizations can leverage customer experience data seamlessly to automate the process of predicting and acting on experienced drivers, the key to anticipating, and meeting customer needs. Companies can now automate and take action on real-time insights across every level of the organization to drive meaningful outcomes, prioritizing improvements based on desired impacts.

Reasons to Purchase this report:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

Key Topics Covered:

1 INTRODUCTION
1.1 Study Assumptions and Market Definition
1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET DYNAMICS
4.1 Market Overview
4.2 Value Chain/Supply Chain Analysis
4.3 Porter’s Five Forces Analysis
4.3.1 Threat of New Entrants
4.3.2 Bargaining Power of Buyers/Consumers
4.3.3 Bargaining Power of Suppliers
4.3.4 Threat of Substitute Products
4.3.5 Intensity of Competitive Rivalry
4.4 Assessment of COVID-19 Impact on the Industry
4.5 Market Drivers
4.5.1 Growing Demand for Personalized Customer Experience
4.6 Market Restraints
4.6.1 Privacy and Data Security Issues

5 MARKET SEGMENTATION
5.1 Component
5.1.1 Solutions
5.1.2 Services
5.1.2.1 Professional Services
5.1.2.2 Managed Services
5.2 Deployment
5.2.1 Cloud
5.2.2 On-premise
5.3 Organization Size
5.3.1 Small and Medium Enterprises (SMEs)
5.3.2 Large Enterprises
5.4 Touchpoint
5.4.1 Telephone
5.4.2 Email
5.4.3 Web
5.4.4 Social Media
5.4.5 Other Touchpoints
5.5 Application
5.5.1 BFSI
5.5.2 Retail
5.5.3 IT and Telecommunication
5.5.4 Healthcare
5.5.5 Manufacturing
5.5.6 Government
5.5.7 Travel and Transportation
5.5.8 Other Applications
5.6 Geography
5.6.1 North America
5.6.2 Europe
5.6.3 Asia- Pacific
5.6.4 Latin America
5.6.5 Middle East & Africa

6 COMPETITIVE LANDSCAPE
6.1 Company Profiles
6.1.1 MaritzCX Research LLC
6.1.2 Medallia Inc.
6.1.3 Clarabridge
6.1.4 Sitecore
6.1.5 Zendesk
6.1.6 Open Text Corporation
6.1.7 IBM Corporation
6.1.8 Tech Mahindra
6.1.9 Verint Systems Inc.
6.1.10 Avaya Inc
6.1.11 Oracle Corporation
6.1.12 SAP SE
6.1.13 Adobe Inc.

7 INVESTMENT ANALYSIS

8 MARKET OPPORTUNITIES AND FUTURE TRENDS

For more information about this report visit https://www.researchandmarkets.com/r/yecksw


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Artificial Intelligence

CoreWeave Invests £1 Billion in UK; Opens New European Headquarters and Data Centres in London to Bring Cloud Infrastructure to Power the AI Revolution

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LONDON, May 10, 2024 /PRNewswire/ — CoreWeave, the leading specialized cloud provider for AI, today announced that it has opened an office in London as its European headquarters as part of a broader expansion into the continent. The new UK expansion represents a £1 billion investment to bolster the country’s AI potential, and will create job opportunities across engineering, operations, finance and go-to-market. CoreWeave plans to open two UK data centres in 2024 with further expansion planned in 2025.

“We are seeing unprecedented demand for AI infrastructure and London is an important AI hub that we are investing in. Expanding our physical footprint in the UK is an important milestone in the next phase of CoreWeave’s growth,” said Mike Intrator, Cofounder and Chief Executive Officer, CoreWeave. “CoreWeave’s infrastructure will fill a void in the cloud market by providing AI enterprises with localized high-performance compute solutions that will help build and deploy the next generation of AI applications.”  
Prime Minister Rishi Sunak said: “Companies like CoreWeave are powering the future of AI innovation, and I am proud that they’ve backed the UK with a £1 billion investment into UK data centres and have established their European headquarters here – further cementing the UK’s position as an AI and tech superpower.
“We’re leaving no stone unturned to make the UK the best place for pioneering companies like CoreWeave to grow their roots. With the third highest number of AI companies and private investment in AI in the world, it’s clear our plan is working.”
Secretary of State of Science, Innovation, and Technology, Michelle Donelan said: “CoreWeave’s decision to base their European HQ here in London is not just a sign of our tech investment prowess, it is a resounding vote of confidence in our approach to AI and innovation. Today’s £1 billion investment will bring two new data centres to our shores, a vital tool in helping to develop the AI breakthroughs of tomorrow.
“It will also lead to new, highly paid jobs and countless opportunities for our brightest AI minds and start-ups as the UK continues to cement its global AI powerhouse credentials. Our message is clear – when it comes to investment, scaling-up, and innovation, the UK is the perfect home from home.”
CoreWeave’s new European headquarters in London is strategically located given the tremendous AI talent in the UK. The investment in the UK builds on the UK government’s established leadership fostering global awareness and engagement on responsible AI and the country’s commitment to drive investment with plans to upskill millions across the UK in AI. CoreWeave’s presence in the region will support the continued expansion of AI labs and enterprise customers across the UK, bringing much needed computing power to the UK.
CoreWeave’s existing data centres support some of the largest deployments of high-performance GPU clusters in the world, and the infrastructure through which those clusters are consumed is designed with engineers and innovators in mind. Trusted by leading AI labs and enterprises, CoreWeave Cloud manages complexity through automation to deliver the most performant and efficient cloud infrastructure for AI workloads.
About CoreWeave
CoreWeave is a specialized GPU cloud provider, designed to power the most complex workloads with customized solutions at scale. The company’s portfolio of cutting-edge technology delivers a broad range of capabilities for machine learning and AI, graphics and rendering, life sciences, real-time streaming, and more. Its world-class teams, talent, and engineering prowess bring unmatched speed-to-market for advanced compute. CoreWeave operates a growing footprint of data centers covering every region of the US. It was founded in 2017 and is based in New Jersey. Learn more at www.coreweave.com.
Contact
Jackson [email protected] 

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Artificial Intelligence

Linnovate Partners Announces Close of USD 40 Million Funding Commitment Led by SeaTown

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SINGAPORE, May 10, 2024 /PRNewswire/ — Linnovate Partners (“Linnovate”), a leader in asset servicing and fintech for the alternative investment industry, is pleased to announce the successful closure of USD 40 million funding commitment by SeaTown Private Capital Master Fund. SeaTown Private Capital Master Fund is managed by SeaTown Holdings International Pte. Ltd. (“SeaTown”), a leading Asia-focused alternative investments firm that is owned by Seviora, Temasek’s asset management group. This capital infusion marks a pivotal moment in Linnovate’s journey, enabling the firm to scale operations, drive innovation, and further solidify its position as a market leader.

As Linnovate continues to experience rapid growth and increasing demand for its tech-enabled services, the infusion of funds will play a vital role in meeting client requirements and advancing market innovation. The investment will enable Linnovate to allocate additional resources strategically, ensuring the company remains at the forefront of technology advancements and maintains its commitment to delivering exceptional solutions to clients worldwide.
Henry Lin, founder and CEO of Linnovate Partners, expressed enthusiasm about the opportunities this investment opens “We are thrilled to have SeaTown as our strategic partner and investor. This investment will be instrumental in accelerating our growth trajectory, providing us with the necessary resources to enhance our service offering, and continue delivering cutting-edge solutions to our clients and the industry itself.”
Dickson Loo, Managing Director of SeaTown, commented, “Linnovate has established itself to be an industry-leading player with their highly differentiated culture of customer centricity and strong technology focus. We are excited to be part of the next phase of Linnovate’s growth story, as we leverage our network, resources and expertise to help the company scale to greater heights”.
Linnovate has built a strong reputation for its innovative approach to solving manual mid-to-back-office tasks involved in fund administration through tech-enabled services. The company’s commitment to pushing the boundaries of technological advancement has earned it the trust of numerous high-profile private equity and venture capital firm clients and established it as a sought-after partner in the industry.
About Linnovate PartnersLinnovate Partners is a leading asset services provider focused on driving innovation in the alternative investments industry. With expertise across the entire fund lifecycle, Linnovate Partners goes beyond traditional fund administration to provide value-added services and technologies that empower asset and fund managers to excel in their operations. Its six core service areas include Fund Administration, Investor Relations, Regulatory Compliance, Portfolio Monitoring, Reporting Services and Technology Consulting Services.
Powering these services is a proprietary, cloud-based platform, RAISE, that provides all the functions of alternative investing in a single ecosystem and enables seamless integration and accessibility.
With offices globally, Linnovate Partners currently administers over $130 billion in assets across more than 600 private equity and venture capital funds. As an innovation-focused disruptor, Linnovate Partners combines deep industry expertise and the latest technologies to drive better outcomes for alternative investment managers and investors worldwide.
About SeaTown:Founded and headquartered in Singapore since 2009, SeaTown is a leading Asia-focused alternative investments firm with deep expertise across private and public markets.
Owned by Seviora, Temasek’s asset management group, SeaTown is a trusted steward of capital, investing alongside its investors in conviction-driven strategies. Its alternative investment fund platform offers international investors exposure to highly specialised private equity, private credit, and thematic absolute return opportunities in the region.
As a partner, SeaTown strives to deliver compelling risk-adjusted returns by leveraging its extensive relationship network, decades of investing experience and astute global perspectives.
For additional information, inquiries, or interview schedule, please contact:Linnovate Partners:Andrea [email protected]
SeaTown:Kayla [email protected]

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FinVolution to Hold 9th Global Data Science Competition, Focus on Deepfake Speech Detection in LLM era

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The 9th FinVolution Global Data Science Competition targets deepfake speech detection, tackling the challenge of distinguishing between cloned and authentic voices in the LLM era.The contest is part of the IJCAI 2024 Competitions and Challenges track, encouraging global collaboration and innovation among AI enthusiasts.By integrating LLM-generated fake voices in the test dataset, the competition increases complexity and spurs innovation.SHANGHAI, May 10, 2024 /PRNewswire/ — FinVolution, a leading fintech service provider, launches the 9th FinVolution Global Data Science Competition today, with a focus on “Deepfake Speech Detection.”  The contest is part of the IJCAI (International Joint Conference on Artificial Intelligence) Competitions and Challenges track, a top international AI conference.

As voice synthesis technology continues to evolve, the line between cloned and genuine voices has become increasingly blurred in the era of large language models (LLMs), posing significant challenges to data security and asset protection.
The competition aims to inspire global AI enthusiasts and experts to innovate in combating voice cloning and deepfake scams. Contestants will utilize deep learning technologies to develop models and algorithms based on FinVolution’s test dataset. The competition will include LLM-generated fake voices to elevate complexity and spur innovation.
With a total prize pool of RMB 310,000, the contest will consist of preliminaries, semifinals, and a final, with an aim to authenticate true and false voices. Highest-ranked contestants will attend IJCAI 2024 in Jeju of South Korea, to receive the awards and engage with academic and industry experts. FinVolution proudly sponsors IJCAI 2024.
Tiezheng Li, CEO of FinVolution, stated, “Since its inception nine years ago, the FinVolution Global Data Science Competition has evolved into a widely recognized event in the field of data technology, facilitating technical exchange worldwide. Partnering with IJCAI this year, a top-tier international AI conference, demonstrates our commitment to advancing deep speech recognition technology.”
The Deepfake Challenge
During the preliminaries (May 10 to June 12), participants will design algorithms based on the white-box dataset supplied by FinVolution and submit scoring results to qualify for the semifinals. The dataset primarily comprises voice recordings totaling 20-40 hours.
At the semifinal stage (June 13 to June 28), contenders are expected to refine their algorithms based on the black-box dataset provided by the competition organizer, vying for a spot in the final. The dataset, composed mainly of private data, contains five to 10 hours of recordings.
Participants can register on the official website from May 9 to June 3, to download and view the datasets.
Upholding AI Ethics
Voice cloning has emerged as a major form of telecom fraud, as scammers exploit AI technology to make distinction between genuine and fake voices increasingly tricky.
The competition focuses on safeguarding user privacy and combating fraudulent activities by identifying cloned voices accurately.
Lei Chen, Vice President of FinVolution and Head of its Big Data and AI Division, said, “The applications of Large Language Models far exceed the corresponding detection technology, posing great challenges to information security. We hope to see AI deepfake voice detection technology keep pace with the developments of LLMs, thus safeguarding the data security of the public. With this concept in mind, the FinVolution Global Data Science Competition is not only a platform for technical competition but also an opportunity to explore how AI can better adhere to ethical principles and serve the public.” 
To date, the FinVolution Global Data Science Competition has drawn nearly 10,000 participants globally in total, becoming a widely recognized event in the field of digital financial technology.
Organized annually since 2016, the contest themes have spanned diverse domains, all rooted in real-world fintech business scenarios. These themes range from risk control algorithms, financial data applications, and product development to semantic similarity recognition, asset portfolio cash flow prediction, and credit schemes for small- and micro-sized enterprises.
About FinVolution Group
FinVolution Group is a leading fintech company that connects millions of consumers as well as micro- and small-sized enterprises with financial institutions.
Founded in 2007 and listed on the New York Stock Exchange in 2017, we have been at the forefront of the pan-Asian credit technology industry, pioneering innovative technologies in credit risk assessment, fraud detection, big data, and artificial intelligence. With a proven track record of robust growth in pan-Asian countries, we have established leading fintech platforms in China, Indonesia, and the Philippines.
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