Key Statistics
Conversational commerce spend by 2023
Growth in RCS-based conversational commerce spend, 2023-2028
Proportion of spend attributable to OTT messaging by 2028
Forecast period
'Infobip, Twilio & Vonage Revealed as Global Leaders in Conversational Commerce in Latest Juniper Research Competitor Leaderboard'
Overview
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
All report content is delivered in the English language.
- Future Market Outlook: Includes an assessment of key drivers of the conversational commerce market, such as advancements in conversational AI and popularity of OTT messaging channels. It also features some of the main challenges that must be overcome for future growth of the conversational commerce market.
- Country Readiness Index: Comprehensive coverage featuring country-level market analysis on the future of the market in 60 countries and by 8 key regions; thoroughly analysing each country’s potential success in the conversational commerce market, with recommendations for future growth, paired with five-year forecast data.
- Juniper Research Competitor Leaderboard: Juniper Research’s Competitor Leaderboard ranks 19 of the leading conversational commerce vendors; based on their capacity & capability, product & position, and market presence. The Leaderboard positions vendors as either established leaders, leading challengers, or disruptors and challengers. The report has ranked the following vendors:
- Clickatell
- CM.com
- Comviva
- Genesys
- Google Dialogflow
- Gupshup
- Infobip
- Kaleyra
- Kasisto
- LivePerson
- Meta
- Octane AI
- Route Mobile
- Sinch
- Tata Communications
- Twilio
- Viber
- Vonage
- Zendesk
- Benchmark Industry Forecasts: 5-year forecasts are provided for the market growth of conversational commerce channels, the investment opportunity of deploying conversational commerce across a range of key industries (including banking & finance, retail & eCommerce, digital ticketing, and travel & tourism), and consumer spend across the different conversational commerce channels, including chatbots, OTT messaging, RCS messaging, and voice assistants. Metrics are split by our 8 key forecast regions and the 60 countries listed below:
- North America:
- Canada, US
- Latin America:
- Argentina, Brazil, Chile, Colombia, Ecuador, Mexico, Peru, Uruguay
- West Europe:
- Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, UK
- Central & East Europe:
- Croatia, Czech Republic, Hungary, Poland, Romania, Russia, Turkey, Ukraine
- Far East & China:
- China, Hong Kong, Japan, South Korea
- Indian Subcontinent:
- Bangladesh, India, Nepal, Pakistan
- Rest of Asia Pacific:
- Australia, Indonesia, Malaysia, New Zealand, Philippines, Singapore, Thailand, Vietnam
- Africa & Middle East:
- Algeria, Egypt, Israel, Kenya, Kuwait, Nigeria, Qatar, Saudi Arabia, South Africa, United Arab Emir
- North America:
Research Deliverables
Market Data & Forecasting Report
The numbers tell you what's happening, but our written report details why, alongside the methodologies.
Interactive Forecast Excel
Full 5-year forecasts for every available market metric provided in Excel format, with interactive 'What If' and scenario tools.
harvest Online Data Platform
Access the very latest data in our exclusive online data platform, harvest. All the data from Excel, with frequent updates and a more user-friendly interface.
Market Trends & Strategies Report
A comprehensive analysis of the current market landscape, alongside strategic recommendations.
Competitor Leaderboard Report
Provides a visual representation of the competitive positioning of the leaders within the market.
Juniper Research’s forecast suite provides industry benchmark forecasts for the Conversational Commerce market. These extensive forecasts provide a comprehensive view of the future of the conversational commerce market, enabling users to break down conversational commerce market statistics by key channels and sectors.
A breakdown of forecast metrics is shown below:
- Conversational Commerce Users and Spend, split by:
- Chatbots
- OTT Messaging
- RCS Messaging
- Voice Assistants
- In addition, Juniper Research also provides market vertical splits for users and associated spend. These include:
- Banking
- Retail & eCommerce
- Digital Ticketing
- Travel & Tourism
- Other Sectors
- Juniper Research has further broken down Retail & eCommerce spend into different categories. These include:
- Food & Groceries
- Clothing & Fashion
- Electronics
- Other
- There are also regional splits for our 8 key forecast regions, as well as 60 country-level data splits for:
- North America:
- Canada, US
- Latin America:
- Argentina, Brazil, Chile, Colombia, Ecuador, Mexico, Peru, Uruguay
- West Europe:
- Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, UK
- Central & East Europe:
- Croatia, Czech Republic, Hungary, Poland, Romania, Russia, Turkey, Ukraine
- Far East & China:
- China, Hong Kong, Japan, South Korea
- Indian Subcontinent:
- Bangladesh, India, Nepal, Pakistan
- Rest of Asia Pacific:
- Australia, Indonesia, Malaysia, New Zealand, Philippines, Singapore, Thailand, Vietnam
- Africa & Middle East:
- Algeria, Egypt, Israel, Kenya, Kuwait, Nigeria, Qatar, Saudi Arabia, South Africa, United Arab Emirates
- Download a summary of the forecasts above, or request a detailed list of every table and chart via info@juniperresearch.com.
- North America:
Offered in PDF format.
Download a summary of the forecasts above or request a detailed list of every table and chart via info@juniperresearch.com.
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 download the table of contents above for greater detail.
Juniper Research’s Competitor Leaderboard for the Conversational Commerce market assesses 19 leading conversational commerce vendors; positioning them as either established leaders, leading challengers, or disruptors and challengers. Our Competitor Leaderboard scores these companies on their size of operations in the conversational commerce space, their extent and breadth of market partnerships, and Juniper Research’s view on each company’s innovation and future business prospects.
- Clickatell
- CM.com
- Comviva
- Genesys
- Google Dialogflow
- Gupshup
- Infobip
- Kaleyra
- Kasisto
- LivePerson
- Meta
- Octane AI
- Route Mobile
- Sinch
- Tata Communications
- Twilio
- Viber
- Vonage
- Zendesk
Our Competitor Leaderboard enables stakeholders to view their position in the market, which companies have the greatest market prospects, and what strategies successful players are implementing to be positioned as an established leader. The Competitor Leaderboard is backed by a robust and comprehensive scoring methodology; enabling readers to gain greater independent insight into leading market players.
Offered in PDF format.
Please download the table of contents above for greater detail.
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