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Businesses are Integrating Customer Service and Social Media to Reach their Customers Faster and Through their Preferred Channels
09-Aug-2021
Global
Market Research
PBFB-01-00-00-00
IT04366-GL-MT_25664
Social media analytics is the process of evaluating and examining data about conversations on social media platforms to understand customer preferences and gain competitive intelligence. Social media analytics can be predictive, prescriptive, or descriptive and help businesses understand different parts of a problem, thereby enabling them to tackle the issue in a strategic manner. When combined with other voice-of-the-customer (VoC) data (obtained from surveys, reviews, and other sources), social media analytics can be leveraged to inform a business’s marketing, sales, service, and engagement initiatives and strategy to offer fulfilling customer experiences.
Despite these benefits, social media analytics is not utilized optimally by most businesses. This is because the benefits of social media or its analytics are not known too well, or the data is too vast and unstructured.
This report discusses some of the innovative use-cases of social media and social media analytics to boost customer journeys throughout various stages. In addition, it explores how the social media analytics market is evolving with transformative technologies such as artificial intelligence (AI), machine learning (ML), competitive intelligence, sentiment analysis, and more. It also discusses key players in the market, future trends, market growth drivers, restraints, and predictions around social media analytics investments in-depth and provides relevant recommendations for businesses.
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top Three Strategic Imperatives on the Global Social Media Analysis Industry
Growth Opportunities Fuel the Growth Pipeline Engine™
Key Business Goals, Global, 2021
Top CX priorities, Global, 2021 to 2022
Interaction Channels Supported by Industry, Global, 2021 to 2022
Estimated Percentage of Interactions Handled Across Channels, Global, between 2019 and 2020
Priority of Channels by Industry Due to COVID-19, Global, 2021–2022
Priority of Technologies by Industry due to COVID-19, Global, 2021 to 2022
Top 2021 Investment Predictions
Top 2021 Investment Predictions (continued)
Social Media Analytics Market Environment
Social Media Analytics Growth Drivers
Social Media Analytics Growth Restraints
Socially Distanced but Socially Connected—Customer Behavior
Businesses Respond to Customer Behavior on Social
Social Media Analytics Classification
Types of Feedback Business Can Get
A Typical Customer’s Journey Mapped Across 5 Buying Stages
Social Media Analytics Across Customer Journey
Digital and Physical Touchpoints Impacting Customers’ Buying Journey, Global, 2021
Customer and Business Actions Through the Social Customer Journey
Benefits of Social Media Analytics
Benefits of Social Media Analytics (continued)
Benefits of Social Media Analytics (continued)
Benefits of Social Media Analytics (continued)
Evolution of the Contact Center with Social Media Analytics
Evolution of the Contact Center with Social Media
Contact Center and Social Media Process Flow
Contact Center Solutions Providers Leverage Social Media for Customer Care
Contact Center Solutions Providers Leverage Social Media for Customer Care (continued)
Limitations of Social Media Analytics for CX
Future Trends of Social CX
Future of Work Skills to Ensure Great CX
Social Media Analysis—CX Use Cases
Social Media Analysis—CX Use Cases (continued)
Use Cases—Social Customer Service Strengthens Customer Relationships
Use Cases—Crisis and Reputation Management to Maintain Brand Perception
Use Cases—Social Selling to Boost Business Revenue
Use Cases—Customer Engagement
Use Cases—Product Innovation and Improvement
Social Media Analytics Providers Profiled
Vendor Scoping
Key Features to Consider While Buying an Analytics Solution
Growth Opportunity 1—Partnerships, Acquisitions, and Mergers to Boost Analytics Capabilities
Growth Opportunity 1—Partnerships, Acquisitions, and Mergers to Boost Analytics Capabilities (continued)
Growth Opportunity 2—Emphasis on Security and Data Compliance
Growth Opportunity 2—Emphasis on Security and Data Compliance (continued)
Growth Opportunity 3—Enhancement of Visualization and Reporting Capabilities to Achieve Competitive Differentiation
Growth Opportunity 3—Enhancement of Visualization and Reporting Capabilities to Achieve Competitive Differentiation (continued)
Relevant Definitions for This Study
Relevant Definitions for This Study (continued)
Relevant Definitions for This Study (continued)
List of Exhibits
Legal Disclaimer
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- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Ankita Singh |
| Industries | Information Technology |
| WIP Number | PBFB-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9705-C1,9658,9661,9723 |
Social Media Analytics Transforming Global Customer Experience (CX) Services
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