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01
To analyze and estimate the market size of the Global Customer Experience Management Market from 2015 to 2018.
To estimate and forecast the market size of the Global Customer Experience Management Market from 2019 to 2025 and growth rate until 2025.
To classify and forecast the Global Customer Experience Management Market based on component, deployment mode, touch point, organization size, end-user industry, company and regional distribution.
To identify dominant region or segment in the Global Customer Experience Management Market.
To identify drivers and challenges for the Global Customer Experience Management Market.
To examine competitive developments such as expansions, new product launches, mergers & acquisitions, etc., in the Global Customer Experience Management Market. https://payhip.com/b/Ltgv
To identify and analyze the profile of leading players operating in the Global Customer Experience Management Market.
To identify key sustainable strategies adopted by market players in the Global Customer Experience Management Market.
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Insights on the Customer Experience Management Global Market to 2025 - Featuring Adobe Systems, Oracle & SAP Among Others
DUBLIN, Aug. 11, 2020 /PRNewswire/ -- The "Global Customer Experience Management Market by Component (Solution v/s Service), by Deployment Mode (On-Premise v/s Cloud), by Touch Point (Social Media, Branches/Stores, Others), by Organization Size, by End User Industry, by Company, by Region, Forecast & Opportunities, 2025" report has been added to ResearchAndMarkets.com's offering.
The Global Customer Experience Management Market is expected to grow at an impressive rate during the forecast period. The Global Customer Experience Management Market is driven by the growing need to enhance customer experience and improve the customer satisfaction levels. Additionally, increasing deployment of advanced technologies such as AI, big data analytics solution, IoT, Cloud Computing, Machine Learning, among others to provide better, more reliable and efficient customer services which can reduce customer churn rates are further expected to propel the market through 2025.
Furthermore, increasing investments, R&D , https://payhip.com/b/Ltgv, and new product launches by the major vendors operating in the market is expected to create lucrative opportunities for the market growth over the next few years. However, lack of awareness pertaining to the availability of such technologies can hamper the market growth. Besides, high cost coupled with reluctance among consumers in choosing the appropriate technology can further impede the market growth during the forecast period.
The Global Customer Experience Management Market , https://payhip.com/b/Ltgv, is segmented based on component, deployment mode, touch point, organization size, end-user industry, company and region. Based on deployment mode, the market can be bifurcated into on-premise and cloud. The cloud segment is expected to dominate the market on account of the flexibility, scalability, 24/7 availability, large storage space, among others associated with cloud. Based on touch point, the market can be categorized into social media, branches/stores, the web, call centers, company website, email, mobile and others. The mobile segment is expected to register significant growth in the market through 2025. This can be ascribed to the rising use of mobile phones among the consumers, increasing number of mobile applications and the growth in the mobile marketing.
Regionally, the Global Customer Experience Management Market, https://payhip.com/b/Ltgv, has been segmented into various regions including Asia-Pacific, North America, South America, Europe, and Middle East & Africa. Among these regions, North America is expected dominate the overall customer experience management market owing to the early adoption of technologies in the region.
The major players operating in the Global Customer Experience Management Market Adobe Systems, Inc., Oracle Corporation, SAP SE, https://payhip.com/b/Ltgv, IBM Corporation, Avaya Inc., NICE Systems, Nokia, OpenText, Tech Mahindra, Verint Systems and others. Major companies are developing advanced technologies and launching new services in order to stay competitive in the market. Other competitive strategies include mergers & acquisitions and new service developments.
For instance, In March 2019, Oracle partnered with TWINSET, an Italian Clothing Brand, for providing the company with Oracle Retail's modern point-of-service (POS) technology. This technology enhances customer experience at TWINSET stores by providing all transactional details to the in-store staff thus helping them suggest customers necessary styling and information related to the latest merchandise and more.
Objective of the Study:
Key Topics Covered:
1. Product Overview https://payhip.com/b/Ltgv
2. Research Methodology
3. Impact of COVID-19 on Global Customer Experience Management Market
4. Executive Summary
5. Voice of Customer
6. Global Customer Experience Management Market , https://payhip.com/b/Ltgv, Outlook 6.1. Market Size & Forecast 6.1.1. By Value 6.2. Market Share & Forecast 6.2.1. By Component (Solution v/s Service) 6.2.1.1. By Service (Professional v/s Managed) 6.2.2. By Deployment Mode (On-Premise v/s Cloud) 6.2.3. By Touch Point (Social Media, Branches/Stores, The Web, Call Centers, Company Website, Email, Mobile, Others) 6.2.4. By Organization Size (Large Enterprises v/s SMEs) 6.2.5. By End User Industry (IT & Telecom, Automotive, Retail, BFSI, Healthcare, Media & Entertainment, Others) 6.2.6. By Company (2019) 6.2.7. By Region 6.3. Product Market Map
7. Asia-Pacific Customer Experience Management Market Outlook 7.1. Market Size , https://payhip.com/b/Ltgv, & Forecast 7.2. Market Share & Forecast 7.3. Asia-Pacific: Country Analysis
8. Europe Customer Experience Management Market Outlook 8.1. Market Size & Forecast 8.2. Market Share & Forecast 8.3. Europe: Country Analysis
9. North America Customer Experience Management Market Outlook 9.1. Market Size & Forecast 9.2. Market Share & Forecast 9.3. North America: Country Analysis
10. South America Customer Experience Management Market Outlook 10.1. Market Size & Forecast 10.2. Market Share & Forecast 10.3. South America: Country Analysis
11. Middle East and Africa Customer Experience Management Market Outlook 11.1. Market Size & Forecast 11.2. Market Share & Forecast 11.3. MEA: Country Analysis
12. Market Dynamics 12.1. Drivers 12.2. Challenges
13. Market Trends & Developments
14. Competitive Landscape 14.1. Adobe Systems, Inc. 14.2. Oracle Corporation 14.3. SAP SE 14.4. IBM Corporation 14.5. Avaya Inc. 14.6. NICE Systems 14.7. Nokia 14.8. OpenText 14.9. Tech Mahindra 14.10. Verint Systems
15. Strategic Recommendations
16. About the Author & Disclaimer
For more information about this report visit https://www.researchandmarkets.com/r/jadn87
Research and Markets also offers Custom Research services providing focused, comprehensive and tailored research.
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02
Exclusive: South Africa tries to recover over $23 million from SAP, https://payhip.com/b/Ltgv, for 'unlawful' contracts
JOHANNESBURG (Reuters) - South African investigators are seeking to recover more than 400 million rand ($23 million) from German software firm SAP , https://payhip.com/b/Ltgv, (SAPG.DE) for two government contracts they allege were entered into unlawfully, court documents seen by Reuters show.
FILE PHOTO: The logo of German software group SAP, https://payhip.com/b/Ltgv, is pictured at its headquarters in Walldorf, Germany, May 12, 2016. REUTERS/Ralph Orlowski/File Photo
Although the amount of money sought is small for a company with a market value of around 162 billion euros, the move by the authorities is another headache for SAP, https://payhip.com/b/Ltgv, which in 2018 admitted to misconduct over deals with South African state firms during former president Jacob Zuma’s tenure.
SAP, a major global business software company, https://payhip.com/b/Ltgv, had said it was reviewing all its public sector deals in South Africa dating back to 2010, but it has not publicly flagged wrongdoing over the agreements in 2015 and 2016 with the Department of Water and Sanitation.
Investigators say those contracts should be declared invalid because government regulations were contravened, according to the court papers, reported here for the first time.
SAP did not comment on the specific allegations. In a statement to Reuters the company said: “SAP , https://payhip.com/b/Ltgv, continues to cooperate with South African authorities/law enforcement and remains committed to the highest standards of business ethics.”
“Our policy is, and always will be, to carry out all company activities in accordance with the letter and spirit of applicable laws.”
The Special Investigating Unit (SIU), which is investigating the contracts, told Reuters that evidence pointing to contravention of regulations by water ministry officials had been referred to prosecutors.
The SIU has been probing SAP’s , https://payhip.com/b/Ltgv, work for the water ministry for roughly two years, after President Cyril Ramaphosa authorised inquiries into possible procurement irregularities and corruption.
RECOVERING PUBLIC FUNDS
In court papers filed late last week, the SIU asked the Special Tribunal, a court Ramaphosa established to fast-track recovery of misspent or stolen public money, to order SAP, https://payhip.com/b/Ltgv, to reimburse roughly 128 million rand for the 2015 agreement and 285 million rand for the 2016 agreement, plus interest.
In its review, included in the court documents, the SIU found the water ministry’s 2015 contract with SAP was concluded despite the ministry still having a year left to run on an existing agreement with the German company. For the 2016 contract, the SIU cited a senior technology official as saying neither the ministry nor its entities had received services from SAP despite the 285 million rand paid.
A SIU principal forensic lawyer said in an affidavit that investigators were still probing possible corruption related to SAP’s work for the water ministry. But he said they had decided to launch civil proceedings in the Special Tribunal now because taxpayer money was at stake.
The acting director-general of the water ministry said in an affidavit that a high turnover of directors-general since 2016 meant “the obvious illegality related to the conclusion of the SAP , https://payhip.com/b/Ltgv, contracts” was not addressed sooner.
A ministry spokesman declined further comment.
In March 2018, SAP, https://payhip.com/b/Ltgv, admitted to paying more than $9 million to intermediary companies linked to the Guptas, a family at the centre of a political corruption scandal in South Africa, in relation to software deals with state power utility Eskom and state logistics firm Transnet.
The SIU said it was also investigating SAP , https://payhip.com/b/Ltgv, contracts at Eskom and Transnet. The companies did not immediately respond to a Reuters request for comment.
The Guptas, close friends of former president Jacob Zuma, have denied corruption allegations but their relationship to the former president is one of the main areas of focus of a state corruption inquiry that began after Ramaphosa succeeded Zuma in February 2018.
Zuma also denies involvement in any corruption.
Ramaphosa has staked his reputation on cleaning up public life in South Africa but a spate of tender scandals during the coronavirus crisis has made some analysts question whether much progress has been made.
The COVID-19 pandemic has poleaxed an already weak economy and set the stage for a record budget deficit in the post-apartheid era.
This week the SIU and Eskom took steps to try to recoup 3.8 billion rand they allege was diverted from the utility by former Eskom executives and the Guptas.
The Guptas have denied unduly winning contracts with government entities, including Eskom, during Zuma’s time in office.
Additional reporting , https://payhip.com/b/Ltgv, by Douglas Busvine in Berlin; Editing by Olivia Kumwenda-Mtambo and Carmel Crimmins
03
German Enterprises Look to Deploy SAP’s S/4HANA in the Cloud
ISG Provider Lens™ report finds some companies in Germany hesitating to upgrade to S/4HANA because of the complexity of the transition
FRANKFURT, Aug. 12, 2020 (GLOBE NEWSWIRE) -- Enterprises in Germany are slowly adopting SAP’s S/4HANA database, with many companies looking for cloud-based infrastructure from service providers to support the intelligent ERP system, according to a new report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.
The 2020 ISG Provider Lens™ SAP HANA , https://payhip.com/b/Ltgvand Leonardo Ecosystem Partners Report for Germany sees a rapid expansion of cloud-based infrastructure for SAP HANA in the country. Service providers are offering public cloud services for HANA, and most upcoming HANA projects in the country include the option of a cloud-based operating model.
"SAP , https://payhip.com/b/Ltgv, https://payhip.com/b/Ltgv, itself is pushing the cloud trend through a clear commitment to a ‘cloud-first’ strategy and its corresponding offerings, including the HANA Enterprise Cloud,” said Andrea Spiegelhoff, partner, ISG DACH.
In many cases, German enterprises upgrading their SAP , https://payhip.com/b/Ltgv, product lines are looking for service providers that support hybrid or multi-cloud environments, the report adds.
The use of the public cloud, however, requires a much higher degree of standardization than many SAP installations have required in the past, the report says. Many service providers are using test beds and sandboxes to migrate their customers to new SAP products,https://payhip.com/b/Ltgv, with many customers reluctant to make a switch on their current production systems. In many cases, an upgrade to S/4HANA has increased performance requirements, including new automation functions.
Some German companies have hesitated to upgrade to S/4HANA because of the potential impact on not only individual applications but also on their entire system landscape, the report says.
As a result, many German mid-market companies are transitioning to new SAP products , https://payhip.com/b/Ltgv, using a greenfield approach, instead of a complex upgrade, the report says. In some cases, other companies with complex SAP installations are also adopting a greenfield approach instead of going through a step-by-step upgrade.
In addition, the report sees German companies often struggling to keep up with the pace of innovation at SAP. With SAP offering continuous updates, service providers also need to keep up with the latest developments and proactively assess the SAP product roadmap.
Finally, the report sees the COVID-19 pandemic having a limited impact on current SAP projects in Germany. Many service providers are using remote workers to carry out projects, and they have generally been able to keep up with ongoing projects.
The 2020 ISG Provider Lens™ SAP HANA and Leonardo Ecosystem Partners Report for Germany evaluates the capabilities of 39 providers across six quadrants: SAP S/4 HANA System Transformation – Large Accounts, SAP S/4 HANA System Transformation – Midmarket, Managed Application Services for SAP ERP, Managed Platform Services for SAP HANA, BW/4 on HANA and BW on HANA Services, and SAP , https://payhip.com/b/Ltgv, Cloud Platform and SAP Leonardo Services.
The report names Atos, Capgemini and T-Systems as leaders in five quadrants and DXC Technology, Infosys and NTT DATA as leaders in four. Accenture and Fujitsu are named leaders in three quadrants, and Camelot ITLab, Scheer and TCS are named leaders in two. All for One Group, CANCOM, CubeServ, Devoteam | Alegri, IBM, Innovabee, SNP, Syntax and Wipro are all named leaders in one quadrant.
A customized version of the report is available from T-Systems.
The 2020 ISG Provider Lens™ SAP HANA and Leonardo Ecosystem Partners Report for Germany is available to subscribers or for one-time purchase on this webpage.
About ISG Provider Lens™ Research, https://payhip.com/b/Ltgv
The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across Europe and Latin America, as well as in the U.S., Germany, the U.K., France, the Nordics, Brazil and Australia/New Zealand, with additional markets to be added in the future. For more information about ISG Provider Lens research, please visit this webpage.......https://payhip.com/b/Ltgv, https://payhip.com/b/Ltgv, https://payhip.com/b/Ltgv
The series is a complement to the ISG Provider Lens Archetype reports, which offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.
Starting this year, each ISG Provider Lens™ study will include a Global Summary to help enterprise subscribers better understand provider capabilities across all geographic markets covered by that study. All ISG Provider Lens™ reports also will now include an Enterprise Context feature to help executives quickly identify key insights related to their roles and responsibilities.
About ISG
ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory, https://payhip.com/b/Ltgv, firm. A trusted business partner to more than 700 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.https://payhip.com/b/Ltgv
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