The Customer engagement: worldwide forecast 2018–2022

The worldwide customer engagement market is forecast to grow from USD14.2 billion in 2017 to USD14.4 billion in 2022 with a CAGR of 0.2%. This report provides a 5-year revenue forecast for four application segments, two delivery types, four service sectors and eight regions.


A detailed, 5-year worldwide forecast for spending in the customer engagement market, split into:

  • Four application segments: engagement platforms, sales, marketing and customer service
  • Two delivery types: product-related and professional services
  • Four telecoms services: mobile, IoT, consumer fixed and business fixed
  • Eight geographical regions: Central and Eastern Europe (CEE), developed Asia–Pacific (DVAP), emerging Asia–Pacific (EMAP), Latin America (LATAM), the Middle East and North Africa (MENA), North America (NA), Sub-Saharan Africa (SSA) and Western Europe (WE).
  • An examination of key market drivers and inhibitors, and how they will change during the forecast period
  • Analysis of the business environment and regional dynamics that will influence the customer care systems market
  • A detailed market definition
  • Recommendations for communications service providers (CSPs) and vendors.

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