Conversational Commerce

Report Overview

Juniper Research’s Conversational Commerce research provides a thorough analysis of the opportunities for service providers, and assesses the potential for transactions and spend over the next 5 years.

The report also contains a sector analysis of key industries primed for disruption from conversational commerce services. The analysis included is split across 4 key channels:

  • Chatbots
  • OTT Messaging Apps
  • RCS Messaging
  • Voice Assistants

This research suite includes:

  • Market Trends & Opportunities (PDF)
  • 5-year Deep Dive Data & Forecasting (PDF)
  • 12 months' Access to harvest Online Data Platform
Buy Full Research Suite - Immediate access to all the above only £3,750


Key Features

  • 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.

Key Questions Answered

  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?

Companies Referenced

Included in Juniper Research Leaderboard: Amazon,, 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,, Bose, Bukalapak, CarDekho, Centili, Citrus, Comcast, Dahmakan, Daraz,, DBS Bank, Deloitte, DHL, Dialogic, Digitel, Domino’s, DPD UK,, 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, , 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,, 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.

Data & Interactive Forecast

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.

Conversational Commerce Reports


Full Research Suite

Full research suite comprises:

  • PDF report
  • Interactive Forecast IFXL spreadsheet
  • 12 months' access to Conversational Commerce data updates in harvest - find out more

Click here for more information and purchase options

Apr 2021




PDF & Excel Report

Full research suite comprises:

  • PDF report
  • Interactive Forecast IFXL spreadsheet

Click here for more information and purchase options

Apr 2021




Research Details

Juniper Research
Sam Barker
Operators & Providers
8 Key Regions - includes North America, Latin America, West Europe, Central & East Europe, Far East & China, Indian Subcontinent, Rest of Asia Pacific and Africa & Middle East
Australia, Brazil, Canada, China, Croatia, Czech Republic, Denmark, France, Germany, India, Italy, Japan, South Korea, Mexico, Netherlands, Norway, Poland, Russian Federation, Saudi Arabia, Singapore, South Africa, Spain, Sweden, UK, USA