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:
 

• 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.

Geographical splits: 26 countries

Harvest: Our online data platform, harvest, contains the very latest market data and is updated throughout the year. This is a fully featured platform enabling clients to better understand key data trends and manipulate charts and tables, overlaying different forecasts within the one chart - using the comparison tool. Empower your business with our market intelligence centre, and get alerted whenever your data is updated.

Interactive Excels (IFxl): Our IFxl tool enables clients to manipulate both forecast data and charts, within an Excel environment, to test their own assumptions using the Interactive Scenario Tool and compare selected markets side by side in customised charts and tables. IFxls greatly increase a clients’ ability to both understand a particular market and to integrate their own views into the model.

Total spend over conversational commerce channels will reach $290 billion by 2025; rising from $41 billion in 2021. This represents a rise of 590% over the next four years. Communications platforms that provide the connection between brands and end users will be crucial in increasing the adoption of conversational commerce channels.

• The ability to offer conversational commerce as a component of an omnichannel retail strategy will increase confidence in the channels amongst retailers. This allows these retailers to expand their reach, whilst allowing a fall back on more established commerce channels.
• Three countries will account for over 90% of chatbot spend by 2025: 1. China 2. Japan 3. South Korea
• Messaging apps popular in these countries, such as WeChat, LINE and Kakao Talk, have all established chatbot ecosystems in which retailers play a significant role in the development of chatbot and conversational commerce functionality.
• Emerging conversational commerce channels must emulate the chatbots ecosystems in these countries. To maximise the potential of other conversational commerce channels, such as voice commerce and RCS messaging, retailers and communications platforms should explore the possibility of a revenue-sharing model, in which a small proportion of the transaction value is paid to the conversational commerce service provider