Conversational Commerce: Market Outlook, Emerging Opportunities & Forecasts 2021-2025

• Key Takeaways & Strategic Recommendations: An overview of the key trends and opportunities present in the market and Juniper Research’s strategic recommendations on how to capitalise on this growing area.
• Future Market Outlook: An assessment of the progression of the market, split by 4 key conversational commerce channels:
  • Chatbots
  • OTT Messaging
  • RCS Messaging
  • Voice Assistants
• Onboarding Analysis: An evaluation of the industries primed for disruption from conversational commerce, and strategic recommendations on how to capitalise on these emerging areas of interest, including:
  • Banking & Financial Institutions
  • FMCG (Fast Moving Consumer Goods)
  • Healthcare Services
  • Insurance Providers
  • Media & Entertainment
  • Retail & eCommerce
  • Transport
  • Travel & Tourism
• Benchmark Industry Forecasts: Provided for conversational commerce services including the total number of users, total number of transactions, and total spend across 4 key channels.

1. What will the transaction value of all conversational commerce spend be by 2025?
2. Which channels will experience the most growth over the next 5 years?
3. Which industries are primed for disruption from conversational commerce and which industries should providers look to onboard?
4. What are the key market hurdles for the implementation of conversational commerce over the next 5 years?
5. Who are the leading service providers in 2021?

Included in Juniper Research Leaderboard: Amazon, CM.com, Comviva, Dialogflow, Facebook, Infobip, Kasisto, Route Mobile , Sinch, Viber, WhatsApp.
 
Mentioned: A1, ACTITO, Adax , AH to Go, Airtel, Alfa-Bank Kazakhstan, Alibaba, Apple, Asia Insurance 1950, Axiata, Baidu, Bancontact, BlaBlaCar, Blue Turtle Technologies, BMW, Booking.com, Bose, Bukalapak, CarDekho, Centili, Citrus, Comcast, Dahmakan, Daraz,, DBS Bank, Deloitte, DHL, Dialogic, Digitel, Domino’s, DPD UK, EaseMyTrip.com, Econet Wireless, EE, Emirates, Emirates NBD, Etam, FBI, Food Network, Gamigo, Geva Group , Giorgio Armani, Google, Grameenphone, GSMA, GTBank, HF Group, Houndify, HP, Hulu, Hutch, IBM, ICICI Bank, Idea Cellular, iDeal, iFLYTEK, IKEA, Indosat Ooerdoo, IXOPay, Jazz, JD.com , Johnson & Johnson, JP Morgan Chase, Kakao Talk, Kik, KLM Royal Dutch Airlines, Leanpay, Lebara Mobile, LG, LINE, LingLong Technology , MaaS Alliance, Manulife Bank of Canada, Marham, Mastercard, medGo, MediaMarkt, MEF (Mobile Ecosystem Forum), MEO, Mepal, Mercedes Benz, Microsoft, MMA (Mobile Marketing Association), Mobey Forum, MobiFone Vietnam, Moneythor, M-PESA , MTN, Mukuru, Napier Park Financial Partners, Nederlandse Loterij, Netflix, Nickel, NLB Banka, NPR One, NTT Docomo, Ooredoo, OpenMarket, OpenSooq, Oracle Marketing Cloud, Orange, Panera Bread, Papa John’s Pizza, Parkmobile, PayPal, PaySage, Radware, Raiffeisen Bank, Randstad, Rapido, Red Hat , Red je Pakketje, Rho Capital Partners, Robi, Rokid, Roku, Safaricom, Samsung, SAP, SAP Digital Interconnect, Sberbank, Senati, ShoeBeDo, Singapore Airlines, Skype, Slack, Sprint, Standard Chartered Bank, Stripe, Takeaway.com, TanTan, TD Bank , Tech Mahindra, Telefónica, Telegram, The Motley Fool, The Wall Street Journal, Three, Ticketmaster , TIM, T‑Mobile, TTN, Twitter, Unilever, Venmo, Vodafone, Volpy, VTB Bank, WeChat, Welthungerhilfe, Wind, Wurth, Yousign, Zelle.
 
 

Juniper Research’s Conversational Commerce forecast suite includes:
 

• 5-year benchmark forecasts for key metrics by 8 key regions and 26 country-level splits including:
  • Australia
  • Brazil
  • Canada
  • China
  • Croatia
  • Czech Republic
  • Denmark
  • France
  • Germany
  • India
  • Italy
  • Japan
  • Mexico
  • Netherlands
  • Norway
  • Poland
  • Portugal
  • Russia
  • Saudi Arabia
  • Singapore
  • South Africa
  • South Korea
  • Spain
  • Sweden
  • UK
  • US
• Chatbot-based:
  • Total Users
  • Total Transactions
  • Total Transaction Value
• OTT Messaging-based:
  • Total Users
  • Total Transactions
  • Total Transaction Value
• RCS Messaging:
  • Total Users
  • Total Transactions
  • Total Transaction Value
• Voice Assistant:
  • Total Users
  • Total Transactions
  • Total Transaction Value
• Access to the full set of forecast data of over 45 tables and over 12,000 datapoints.
• Interactive Excel Scenario tool allowing users the ability to manipulate Juniper Research’s data for 5 different metrics.

Juniper Research’s highly granular interactive Excels enable clients to manipulate Juniper Research’s forecast data and charts, to test their own assumptions using the Interactive Scenario Tool and compare select markets side by side in customised charts and tables. IFxls greatly increase clients’ ability to both understand a particular market and to integrate their own views into the model.