Global Conversational Commerce Market: 2023-2028

The 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 the 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

Key Statistics

• $112bn - Conversational commerce spend by 2023
• 3,550% - Growth in RCS-based conversational commerce spend, 2023-2028
• 45% - Proportion of spend attributable to OTT messaging by 2028
• 2023-2028 - Forecast period

Key Features

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.

Competitor Leaderboard: The 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

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.