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Type of information delMarket Figures - Digital Customer Experien LIST OF CHARTS AND TABLES

Country/Region UK
Products & Services Software, IT Services Digital Customer Experience Market by Segment
Verticals NO Graphs Market Figures - Digital Customer Experience
Reference Currency GBP Topic Segmentation
Year of Figures 2017 to 2023 Segmentation
Publication Date December 17, 2019
Contact Person Nick Mayes
Digital Customer Experience I UK I 2019
SITSI I Horizontals I Market Figures

For any questions concerning this report, please contact

Nick Mayes

UK - Digital Customer Experience Market Market UK - Digital Customer Experience Market


Market Volumes, current prices Structure Annual Growth Rates, current prices
CAG
in million GBP 2017 2018 2019 2020 2021 2022 2023 2019 2023 in % 17/18 18/19 19/20 20/21 21/22 22/23 R
19/23
1. Total Digital Software Products 1,861 2,159 2,490 2,852 3,240 3,645 4,064 100.0% 100.0% 1. Total Digital Software Products 16.0% 15.4% 14.5% 13.6% 12.5% 11.5% 13.0%
1.1 Digital Content & Applications 462 518 576 637 697 755 808 23.1% 19.9% 1.1 Digital Content & Applications 12.1% 11.3% 10.6% 9.4% 8.2% 7.1% 8.8%
1.2 Digital Sales & Commerce 451 510 576 647 721 799 879 23.1% 21.6% 1.2 Digital Sales & Commerce 13.2% 12.9% 12.2% 11.5% 10.8% 10.1% 11.1%
1.3 Digital Marketing 553 653 766 889 1,019 1,153 1,289 30.8% 31.7% 1.3 Digital Marketing 18.2% 17.3% 16.0% 14.6% 13.2% 11.8% 13.9%
1.4 Digital Customer Experience & 396 478 572 679 803 939 1,087 23.0% 26.8% 1.4 Digital Customer Experience &20.7% 19.7% 18.8% 18.1% 17.0% 15.8% 17.4%
2. Total Digital Services (Topic vie 6,586 7,350 8,169 9,022 9,903 10,802 11,707 100.0% 100.0% 2. Total Digital Services (Topic vie 11.6% 11.1% 10.4% 9.8% 9.1% 8.4% 9.4%
2.1 Digital Content & Applications 932 996 1,063 1,128 1,192 1,253 1,312 13.0% 11.2% 2.1 Digital Content & Applications 6.9% 6.7% 6.1% 5.6% 5.2% 4.7% 5.4%
2.2 Digital Sales & Commerce 1,817 1,997 2,189 2,378 2,571 2,764 2,957 26.8% 25.3% 2.2 Digital Sales & Commerce 9.9% 9.6% 8.7% 8.1% 7.5% 7.0% 7.8%
2.3 Digital Marketing 2,440 2,738 3,055 3,389 3,731 4,073 4,409 37.4% 37.7% 2.3 Digital Marketing 12.2% 11.6% 11.0% 10.1% 9.2% 8.3% 9.6%
2.4 Digital Customer Experience & 1,397 1,619 1,862 2,126 2,410 2,712 3,029 22.8% 25.9% 2.4 Digital Customer Experience &15.9% 15.0% 14.2% 13.4% 12.5% 11.7% 12.9%
3. Total Digital Services (Services 6,586 7,350 8,169 9,022 9,903 10,802 11,707 100.0% 100.0% 3. Total Digital Services (Services 11.6% 11.1% 10.4% 9.8% 9.1% 8.4% 9.4%
3.1 Digital Consulting 1,479 1,649 1,826 2,002 2,171 2,329 2,470 22.4% 21.1% 3.1 Digital Consulting 11.5% 10.8% 9.6% 8.4% 7.3% 6.0% 7.8%
3.2 Digital Technology Implementa 1,884 2,090 2,299 2,507 2,710 2,902 3,077 28.1% 26.3% 3.2 Digital Technology Implementa11.0% 10.0% 9.1% 8.1% 7.1% 6.0% 7.6%
3.3 Digital Technology Integration 998 1,145 1,310 1,489 1,682 1,887 2,103 16.0% 18.0% 3.3 Digital Technology Integration 14.7% 14.3% 13.7% 12.9% 12.2% 11.4% 12.6%
3.4 Digital Operations & Manage 2,225 2,465 2,734 3,023 3,339 3,683 4,057 33.5% 34.7% 3.4 Digital Operations & Manage 10.8% 10.9% 10.6% 10.5% 10.3% 10.2% 10.4%
Total Digital Market 8,447 9,509 10,659 11,874 13,142 14,447 15,770 Total Digital Market 12.6% 12.1% 11.4% 10.7% 9.9% 9.2% 10.3%
© CXP SAS, December 2019 © CXP SAS, December 2019
Digital Customer Experience I UK I 2019
SITSI I Horizontals I Market Figures - Graphs

25.0%

2023
20.0%

2019
15.0%
1.1 Digital Content & Applications; 20%
1.4 Digital Customer Experience & Service; 27%
23% 23%
10.0%

1.2 Digital23%
Sales & Commerce; 22% 5.0%
31%

1.3 Digital Marketing; 32%


0.0%
17/18 18/19

1.1 Digital Content & Applications

1.4 Digital Customer Experience &

© CXP SAS,
December 2019

Fig. 3. UK - Digital Software Products Fig. 6. UK - Digital Software Products - G


2019 and 2023: Shares of Segments

18.0%

2023 16.0%

14.0%
2019
12.0%

2.1 Digital Content & Applications, 11% 10.0%


2.4 Digital Customer Experience & Service, 26%
13% 8.0%
23%

2.2 Digital Sales & Commerce, 25% 6.0%


27%
4.0%
37%
2023
14.0%

12.0%

2.1 Digital Content & Applications, 11% 10.0%


2.4 Digital Customer Experience & Service, 26%
13% 8.0%
23%

2.2 Digital Sales & Commerce, 25% 6.0%


27%
4.0%
37%
2.0%
2.3 Digital Marketing , 38%
0.0%
17/18 18/19

2.1 Digital Content & Applications

2.4 Digital Customer Experience &

© CXP SAS,
December 2019

Fig. 7. UK - Digital Services (Topic view)


Fig. 4. UK - Digital Services (Topic view)
2019 and 2023: Shares of Segments

16.0%

2023 14.0%

12.0%
2019
10.0%

3.1 Digital Consulting, 21% 8.0%


3.4 Digital Operations & Management;
22%35%
33% 6.0%

4.0%
28%
16% Technology Implementation, 26%
3.2 Digital 2.0%
3.3 Digital Technology Integration; 18%
0.0%
17/18 18/19

3.1 Digital Consulting

3.3 Digital Technology In

© CXP SAS,
December 2019

Fig. 5. UK - Digital Services (Services view) Fig. 8. UK - Digital Services (Services vie
2019 and 2023: Shares of Segments
For any questions concerning this report, please contact

Nick Mayes

8 18/19 19/20 20/21 21/22 22/23

Digital Content & Applications 1.2 Digital Sales & Commerce 1.3 Digital Marketing

Digital Customer Experience & Service

Digital Software Products - Growth Rates of Segments


8 18/19 19/20 20/21 21/22 22/23

Digital Content & Applications 2.2 Digital Sales & Commerce 2.3 Digital Marketing

Digital Customer Experience & Service

Digital Services (Topic view) - Growth Rates of Segments

8 18/19 19/20 20/21 21/22 22/23

3.1 Digital Consulting 3.2 Digital Technology Implementation

3.3 Digital Technology Integration 3.4 Digital Operations & Management

Digital Services (Services view) - Growth Rates of Segments


Segment
SaaS-relate
Infrastructu
Infrastructu
Infrastructu
Application
Application
Application
Total Cloud-

SaaS-related
Infrastructure Transform
Application Transformat
Cloud Depl 2017 2018 2019 2020 2021 2022 2023
Total Cloud- 409.01278 562.52555 776.69766 1076.6126 1438.9456 1851.8613 2291.4287
IaaS/ PaaS-r39.738422 57.44051 88.370855 133.12955 189.64276 254.59707 320.92462
IaaS/ PaaS-r59.459295 65.878835 72.531027 79.348003 86.251113 93.15196 99.953884
related to I 296.25057 341.26815 386.77993 431.16824 472.63227 509.29421 539.32864
IaaS/ PaaS-r55.311979 85.400305 137.55375 220.41791 340.35436 497.20702 684.93753
IaaS/ PaaS-r90.409315 121.50785 159.86713 205.81502 259.14828 318.97293 383.58732
related to I 204.54209 273.77111 359.39597 462.5652 580.57253 710.13726 845.92921
Total Cloud- 1154.7244 1507.7923 1981.1963 2609.0565 3367.5469 4235.2218 5166.0899
2017 2018 2019 2020 2021 2022 2023
SaaS-related 409.01278 562.52555 776.69766 1076.6126 1438.9456 1851.8613 2291.4287
Infrastructure Transform 395.44828 464.58749 547.68181 643.64579 748.52615 857.04324 960.20714
Application Transformat 350.26338 480.67926 656.81685 888.79814 1180.0752 1526.3172 1914.4541
17/18 18/19 19/20 20/21 21/22 22/23
0.3753251 0.3807331 0.3861411 0.3365491 0.2869571 0.2373651
0.1748376 0.1788561 0.1752185 0.1629473 0.1449744 0.1203719
0.3723366 0.3664347 0.3531902 0.3277201 0.2934068 0.2542963
For downloading the complete description of our segmentation, please go to:

http://www.sitsi.com/segmentation

HORIZONTAL
View
1. SOFTWARE
1.1. Infrastructure Software & Platforms
Important note: teknowlogy figures include only revenues from licenses and maintenance/ support fees directly charged by the software manufacturer. All
related revenues from implementation services (consulting, implementation/ customization, training) are booked as services revenues.
1.1.1. Operating Systems  Proprietary as well as open operating systems and system-level software
1.1.2. N3SM (Network, System, Storage and
 Network, System and Storage Management software for all types of hardware (from mainframe to PC)
Security Management)
 Cryptographic software, Access Control, Intrusion detection system (IDS), Intrusion prevention systems
(IPS), Antivirus, Anti-spyware, Anti keylogger, Anti-Subversion, Anti-Tamper, Anti-Spam, Firewall, Internet
Security
 Data engines/database engines, analysis/ modelling/design, software engineering, code generation,
1.1.3. Middleware
rules engines, test & quality, BPM/BAM, application servers, web services tools, connectors, EAI, MOM

1.2. Application Software Products


Important note: teknowlogy figures include only revenues from licenses and maintenance/ support fees directly charged by the software manufacturer. All
related revenues from implementation services (consulting, implementation/ customization, training) are booked as services revenues.
 Office Automation includes software like word-processing, data spreadsheet, and/or presentation
software; Content includes Document management, Web content management, Archiving (documents, e-
1.2.1. Office, Content and Collaboration mails, ERP/FI data), Digital asset management, Document-based workflow; Collaboration includes
messaging and groupware systems, platform-independent UC applications and software to enhance and
connect VoIP and UC platforms via telephony systems and groupware specialists.
1.2.2. Horizontal Business Applications (incl.
 Financials, HRM, CRM, SRM
BI)
 Business Intelligence (BI) includes software tools for reporting, analytical applications, corporate
performance management and GRC (Governance, Risk and Compliance); some of the core functions of
BI solutions include: Reporting & query, Analysis, Balanced Scorecards, Dashboards, Planning, Budgeting
and Forecasting
1.2.3. Vertical Business Applications  Industry-specific solutions such as billing (telecom, utilities), core banking systems, e-government, etc.
 Technical and graphical software, incl. CAD, GIS, command control and SCADA (eg, plant management
1.2.4. Technical Applications
in manufacturing or utilities, network management in telecom, utilities or transport, C3I in defence, etc.)

1.3. Software as a Service (SaaS)


Important note: teknowlogy figures for SaaS include the Software part (licences and maintenance), as well as the hosting part (operation of the solution and
related infrastructure) of a SaaS agreement.
1.3.1. N3SM & Middleware  Includes N3SM & Middleware (see above) software sold "as a service"
1.3.2. Office, Content and Collaboration  Includes Office, Content and Collaboration (see above) software sold "as a service"
1.3.3. Horizontal Business Applications (incl.
 Includes all kinds of horizontal business applications (see above), sold "as a service"
BI)
 Includes all kinds of vertical business applications and technical applications (see above), sold "as a
1.3.4. Industry-specific applications
service"
2. IT SERVICES
2.1. Infrastructure-related Services

2.1.1. Infrastructure Support Services


 Repair and support, for all types of hardware (from mainframe to PC) and related system software
2.1.1.1. Hardware Maintenance
(proprietary or open
Field Services systems).configuration and roll out of infrastructure, operational support; on
(installation,
2.1.1.2. Field Services and Services Desk
customer's site) and (stand alone) Service Desk
2.1.2. Infrastructure-related Project Services
2.1.2.1. Infrastructure-related Consulting  Planning, specification and design of information systems - Infrastructure-related
 Customization and integration of infrastructure products; this includes both types of IT services invoiced
2.1.2.2. Infrastructure-related SI on a time & material (also known as T&M, contract staff, staff augmentation, body shopping, etc.) basis as
well as fixed-time/fixed-price basis.
 Focused on either end users and/or IT professionals, it includes two types of delivery: standard
2.1.2.3. Infrastructure-related IT Training Infrastructure-related training, including all multi-customer seminars, and customized Infrastructure-related
training, including on a one-on-one basis;
2.1.3. Infrastructure Outsourcing Services
 Outsourcing of mostly large PC installations and PC networks, as well of other end user devices; incl.
2.1.3.1. End User Devices Outsourcing operation, help desk, software distribution, etc.; incl. desktop as a service (public as well as hosted private
cloud)
 Outsourcing of the data center (in mainframe environment and/or in client/server environment), often
including the transfer of both human resources and infrastructure assets; hosting of an application,
2.1.3.2. Data Center Outsourcing & Hosting
including server / mainframe and basic system operation, but excluding application management; Web
hosting - hosting of a customer’s web site; incl. both legacy and hosted private cloud
 (Remote) Managed Services for data center on client's premises (incl. inhouse private cloud) and/or
2.1.3.3. Managed Data Center Services
third-party cloud services (hosted private as well as public cloud)
 Resources (infrastructure and/or platform) based on a Cloud architecture are hosted by a provider and
2.1.3.4. Public IaaS/PaaS
made available to several customers (“one-to-many” model) over the Internet; excl. desktop as a service

2.2. Application-related Services

2.2.1. Application-related Project Services


 Planning, specification and design of information systems - Application-related; process consulting:
2.2.1.1. Process & Application-related Consulting
process
Customdesign, process/
software IT alignment
development, packaged software implementation, integration of applications; includes
2.2.1.2. Application-related SI both types of invoicing: time & material (also known as T&M, contract staff, staff augmentation, body
shopping…)
Focused onaseither
well as
endfixed-time/fixed-price
users and/or IT professionals, it includes two types of delivery: standard
2.2.1.3. Application-related IT Training Applications-related training, including all multi-customer seminars, and customized Applications-related
training, including on a one-on-one basis
2.2.2. Application Management

 Refers to the maintenance and enhancement of existing applications (custom development and/or customized software products), in the framework of a
long-term (multi-year) contract with a commitment to fulfill pre-defined service level agreements on a fixed-price basis.

2.3. BPO
Important note: teknowlogy only considers processes that are to a significant degree supported by IT (e.g. accounting, human resources, logistics, billing,
card processing,
Business etc.).
Process Outsourcing (BPO) means the takeover of responsibility for an entire business process (or parts of it), also including specialized
administrators besides the related infrastructure and application management. BPO also includes processing services such as payroll, card or transaction
processing.

3. HARDWARE
 Refers to the purchase value of all Mainframes, servers, PCs, workstations, storage, monitors, printers, other terminals (eg, ATMs, cash registers),
networking equipment (LAN, switches; excl. WAN).

4. PERSONNEL
 Refers to all personnel-related costs (IT salaries & other staff costs)

5. MISCELLANEOUS
 Refers to data-related telecom equipment and services (e.g. routers, leased lines, X25, etc.), as well as consumables, energy, offices, etc. Thisalso includes
financing costs (for Hardware, Software and IT Services).

VERTICAL
View
Manufacturing
 Automotive & Discrete Manufacturing incl.
- Automotive
- Aerospace & Defense
- Electrical Engineering & High Tech
- Mechanical & Plant Engineering
- Construction
 Process Manufacturing (incl. metal; chemicals; pharmaceuticals; oil, gas & mining; food & beverages, tobacco; textile, paper, others)
- Metal
- Chemicals
- Pharmaceuticals
- Oil, Gas & Mining
- Food & Beverage, Tobacco
- Textile, Paper, Others

Banking
 Retail Banking
 Wholesale/Corporate Banking
 Investment Banking
 Private Banking

Insurance
 Life & Pension
 Property & Casualty
 Health
 Reinsurance

Public Sector
 Government (incl. federal, regional, and local administration, education, etc.)
 Health and Social Services (incl. payers and providers)
 Defense

Telecommunications
 Fixed carriers
 Mobile carriers
 Virtual Network Operators (VNO)
 Internet Service Providers

Utilities
 Electricity
 Water
 Gas
 Waste disposal
 Heat

Retail & Wholesale


 Wholesale
 Retail (food)
 Retail (non-food)

Services & Consumers


Services
 Media
 Professional Services
 Real Estate/Facility Management
 Tourism

Consumers
 Refers to the use of IT in households (contrary to professional organizations - enterprises, institutions, etc.); this covers individual consumers, usually in a
multi-person environment (e.g. a family), with a possibly differentiated use of IT products and services (e-mailing/ social networking, information gathering, e-
shopping, education, personal development, household book keeping, home office, etc.)
Important note: teknowlogy does not include games (consoles and software) in its market analysis.

Transport
 Rail and Public Transport
 Freight
 Aviation
 Postal Services
Digital Customer Experience I UK I 2019
SITSI I Horizontals I Market Figures

For any questions concerning this report, please contact

Nick Mayes

UK - Digital Customer Experience Market Market UK - Digital Customer Experience Market


Market Volumes, current prices / constant exchange rates Structure Annual Growth Rates, current prices / constant exchange rates
CAG
in million USD 2017 2018 2019 2020 2021 2022 2023 2019 2023 in % 17/18 18/19 19/20 20/21 21/22 22/23 R
19/23
1. Total Digital Software Products 2,486 2,884 3,327 3,810 4,327 4,870 5,428 100.0% 100.0% 1. Total Digital Software Products 16.0% 15.4% 14.5% 13.6% 12.5% 11.5% 13.0%
1.1 Digital Content & Applications 617 691 769 851 931 1,008 1,079 23.1% 19.9% 1.1 Digital Content & Applications 12.1% 11.3% 10.6% 9.4% 8.2% 7.1% 8.8%
1.2 Digital Sales & Commerce 602 682 770 864 964 1,067 1,175 23.1% 21.6% 1.2 Digital Sales & Commerce 13.2% 12.9% 12.2% 11.5% 10.8% 10.1% 11.1%
1.3 Digital Marketing 738 873 1,023 1,187 1,361 1,540 1,722 30.8% 31.7% 1.3 Digital Marketing 18.2% 17.3% 16.0% 14.6% 13.2% 11.8% 13.9%
1.4 Digital Customer Experience & 528 638 764 907 1,072 1,254 1,452 23.0% 26.8% 1.4 Digital Customer Experience &20.7% 19.7% 18.8% 18.1% 17.0% 15.8% 17.4%
2. Total Digital Services (Topic vie 8,798 9,818 10,912 12,051 13,228 14,429 15,638 100.0% 100.0% 2. Total Digital Services (Topic vie 11.6% 11.1% 10.4% 9.8% 9.1% 8.4% 9.4%
2.1 Digital Content & Applications 1,245 1,331 1,420 1,507 1,592 1,674 1,752 13.0% 11.2% 2.1 Digital Content & Applications 6.9% 6.7% 6.1% 5.6% 5.2% 4.7% 5.4%
2.2 Digital Sales & Commerce 2,428 2,668 2,924 3,177 3,434 3,693 3,950 26.8% 25.3% 2.2 Digital Sales & Commerce 9.9% 9.6% 8.7% 8.1% 7.5% 7.0% 7.8%
2.3 Digital Marketing 3,260 3,657 4,081 4,528 4,983 5,440 5,890 37.4% 37.7% 2.3 Digital Marketing 12.2% 11.6% 11.0% 10.1% 9.2% 8.3% 9.6%
2.4 Digital Customer Experience & 1,866 2,163 2,487 2,839 3,219 3,622 4,046 22.8% 25.9% 2.4 Digital Customer Experience &15.9% 15.0% 14.2% 13.4% 12.5% 11.7% 12.9%
3. Total Digital Services (Services 8,798 9,818 10,912 12,051 13,228 14,429 15,638 100.0% 100.0% 3. Total Digital Services (Services 11.6% 11.1% 10.4% 9.8% 9.1% 8.4% 9.4%
3.1 Digital Consulting 1,976 2,203 2,440 2,674 2,900 3,112 3,300 22.4% 21.1% 3.1 Digital Consulting 11.5% 10.8% 9.6% 8.4% 7.3% 6.0% 7.8%
3.2 Digital Technology Implementa 2,516 2,792 3,070 3,349 3,621 3,877 4,111 28.1% 26.3% 3.2 Digital Technology Implementa11.0% 10.0% 9.1% 8.1% 7.1% 6.0% 7.6%
3.3 Digital Technology Integration 1,334 1,530 1,750 1,989 2,247 2,521 2,809 16.0% 18.0% 3.3 Digital Technology Integration 14.7% 14.3% 13.7% 12.9% 12.2% 11.4% 12.6%
3.4 Digital Operations & Manage 2,972 3,293 3,652 4,038 4,460 4,920 5,419 33.5% 34.7% 3.4 Digital Operations & Manage 10.8% 10.9% 10.6% 10.5% 10.3% 10.2% 10.4%
Total Digital Market 11,284 12,702 14,238 15,861 17,555 19,298 21,066 Total Digital Market 12.6% 12.1% 11.4% 10.7% 9.9% 9.2% 10.3%
Constant Exchange Rate: 1 GBP = 1.3358 USD © CXP SAS, December 2019 © CXP SAS, December 2019
Digital Customer Experience I UK I 2019
SITSI I Horizontals I Market Figures

For any questions concerning this report, please contact

Nick Mayes

UK - Digital Customer Experience Market Market UK - Digital Customer Experience Market


Market Volumes, current prices / constant exchange rates Structure Annual Growth Rates, current prices / constant exchange rates
CAG
in million EUR 2017 2018 2019 2020 2021 2022 2023 2019 2023 in % 17/18 18/19 19/20 20/21 21/22 22/23 R
19/23
1. Total Digital Software Products 2,104 2,441 2,816 3,225 3,663 4,122 4,594 100.0% 100.0% 1. Total Digital Software Products 16.0% 15.4% 14.5% 13.6% 12.5% 11.5% 13.0%
1.1 Digital Content & Applications 522 585 651 720 788 853 913 23.1% 19.9% 1.1 Digital Content & Applications 12.1% 11.3% 10.6% 9.4% 8.2% 7.1% 8.8%
1.2 Digital Sales & Commerce 510 577 652 731 816 903 994 23.1% 21.6% 1.2 Digital Sales & Commerce 13.2% 12.9% 12.2% 11.5% 10.8% 10.1% 11.1%
1.3 Digital Marketing 625 739 866 1,005 1,152 1,304 1,457 30.8% 31.7% 1.3 Digital Marketing 18.2% 17.3% 16.0% 14.6% 13.2% 11.8% 13.9%
1.4 Digital Customer Experience & 447 540 646 768 907 1,061 1,229 23.0% 26.8% 1.4 Digital Customer Experience &20.7% 19.7% 18.8% 18.1% 17.0% 15.8% 17.4%
2. Total Digital Services (Topic vie 7,446 8,310 9,235 10,200 11,196 12,212 13,236 100.0% 100.0% 2. Total Digital Services (Topic vie 11.6% 11.1% 10.4% 9.8% 9.1% 8.4% 9.4%
2.1 Digital Content & Applications 1,053 1,126 1,202 1,275 1,347 1,417 1,483 13.0% 11.2% 2.1 Digital Content & Applications 6.9% 6.7% 6.1% 5.6% 5.2% 4.7% 5.4%
2.2 Digital Sales & Commerce 2,055 2,258 2,475 2,689 2,907 3,126 3,343 26.8% 25.3% 2.2 Digital Sales & Commerce 9.9% 9.6% 8.7% 8.1% 7.5% 7.0% 7.8%
2.3 Digital Marketing 2,759 3,095 3,454 3,832 4,218 4,604 4,985 37.4% 37.7% 2.3 Digital Marketing 12.2% 11.6% 11.0% 10.1% 9.2% 8.3% 9.6%
2.4 Digital Customer Experience & 1,579 1,831 2,105 2,403 2,724 3,066 3,425 22.8% 25.9% 2.4 Digital Customer Experience &15.9% 15.0% 14.2% 13.4% 12.5% 11.7% 12.9%
3. Total Digital Services (Services 7,446 8,310 9,235 10,200 11,196 12,212 13,236 100.0% 100.0% 3. Total Digital Services (Services 11.6% 11.1% 10.4% 9.8% 9.1% 8.4% 9.4%
3.1 Digital Consulting 1,673 1,864 2,065 2,263 2,455 2,634 2,793 22.4% 21.1% 3.1 Digital Consulting 11.5% 10.8% 9.6% 8.4% 7.3% 6.0% 7.8%
3.2 Digital Technology Implementa 2,130 2,363 2,599 2,835 3,064 3,281 3,479 28.1% 26.3% 3.2 Digital Technology Implementa11.0% 10.0% 9.1% 8.1% 7.1% 6.0% 7.6%
3.3 Digital Technology Integration 1,129 1,295 1,481 1,684 1,902 2,134 2,377 16.0% 18.0% 3.3 Digital Technology Integration 14.7% 14.3% 13.7% 12.9% 12.2% 11.4% 12.6%
3.4 Digital Operations & Manage 2,515 2,787 3,091 3,418 3,775 4,164 4,586 33.5% 34.7% 3.4 Digital Operations & Manage 10.8% 10.9% 10.6% 10.5% 10.3% 10.2% 10.4%
Total Digital Market 9,550 10,751 12,051 13,424 14,859 16,334 17,830 Total Digital Market 12.6% 12.1% 11.4% 10.7% 9.9% 9.2% 10.3%
Constant Exchange Rate: 1 GBP = 1.1306 EUR © CXP SAS, December 2019 © CXP SAS, December 2019
Digital Customer Experience I UK I 2019
SITSI I Horizontals I Market Figures

For any questions concerning this report, please contact

Nick Mayes

UK - Digital Customer Experience Market Market UK - Digital Customer Experience Market


Market Volumes, current prices / current exchange rates Structure Annual Growth Rates, current prices / current exchange rates
CAG
in million USD 2017 2018 2019 2020 2021 2022 2023 2019 2023 in % 17/18 18/19 19/20 20/21 21/22 22/23 R
19/23
1. Total Digital Software Products 2,397 2,884 3,127 3,430 3,890 4,388 4,908 100.0% 100.0% 1. Total Digital Software Products 20.3% 8.4% 9.7% 13.4% 12.8% 11.8% 11.9%
1.1 Digital Content & Applications 595 691 723 766 837 908 976 23.1% 19.9% 1.1 Digital Content & Applications 16.2% 4.6% 5.9% 9.2% 8.5% 7.4% 7.8%
1.2 Digital Sales & Commerce 581 682 724 778 866 962 1,062 23.1% 21.6% 1.2 Digital Sales & Commerce 17.4% 6.2% 7.5% 11.3% 11.0% 10.4% 10.1%
1.3 Digital Marketing 712 873 962 1,069 1,223 1,388 1,557 30.8% 31.7% 1.3 Digital Marketing 22.6% 10.3% 11.1% 14.4% 13.5% 12.2% 12.8%
1.4 Digital Customer Experience & 510 638 718 817 964 1,130 1,313 23.0% 26.8% 1.4 Digital Customer Experience &25.2% 12.5% 13.8% 17.9% 17.3% 16.2% 16.3%
2. Total Digital Services (Topic vie 8,483 9,818 10,257 10,851 11,890 13,002 14,140 100.0% 100.0% 2. Total Digital Services (Topic vie 15.7% 4.5% 5.8% 9.6% 9.3% 8.8% 8.4%
2.1 Digital Content & Applications 1,200 1,331 1,335 1,357 1,431 1,508 1,584 13.0% 11.2% 2.1 Digital Content & Applications 10.9% 0.3% 1.6% 5.5% 5.4% 5.0% 4.4%
2.2 Digital Sales & Commerce 2,341 2,668 2,749 2,861 3,087 3,328 3,571 26.8% 25.3% 2.2 Digital Sales & Commerce 14.0% 3.0% 4.1% 7.9% 7.8% 7.3% 6.8%
2.3 Digital Marketing 3,143 3,657 3,836 4,077 4,479 4,902 5,325 37.4% 37.7% 2.3 Digital Marketing 16.3% 4.9% 6.3% 9.9% 9.4% 8.6% 8.5%
2.4 Digital Customer Experience & 1,799 2,163 2,338 2,557 2,893 3,264 3,659 22.8% 25.9% 2.4 Digital Customer Experience &20.2% 8.1% 9.4% 13.2% 12.8% 12.1% 11.8%
3. Total Digital Services (Services 8,483 9,818 10,257 10,851 11,890 13,002 14,140 100.0% 100.0% 3. Total Digital Services (Services 15.7% 4.5% 5.8% 9.6% 9.3% 8.8% 8.4%
3.1 Digital Consulting 1,906 2,203 2,294 2,408 2,607 2,804 2,983 22.4% 21.1% 3.1 Digital Consulting 15.6% 4.1% 5.0% 8.3% 7.6% 6.4% 6.8%
3.2 Digital Technology Implementa 2,426 2,792 2,886 3,016 3,254 3,493 3,717 28.1% 26.3% 3.2 Digital Technology Implementa15.1% 3.4% 4.5% 7.9% 7.3% 6.4% 6.5%
3.3 Digital Technology Integration 1,286 1,530 1,645 1,791 2,020 2,272 2,540 16.0% 18.0% 3.3 Digital Technology Integration 19.0% 7.5% 8.9% 12.8% 12.5% 11.8% 11.5%
3.4 Digital Operations & Manage 2,866 3,293 3,433 3,636 4,009 4,433 4,900 33.5% 34.7% 3.4 Digital Operations & Manage 14.9% 4.2% 5.9% 10.3% 10.6% 10.5% 9.3%
Total Digital Market 10,880 12,702 13,384 14,281 15,780 17,390 19,048 Total Digital Market 16.7% 5.4% 6.7% 10.5% 10.2% 9.5% 9.2%
rrent Exchange Rates: 1 GBP = … USD 1.2881 1.3358 1.2557 1.2027 1.2007 1.2037 1.2078 © CXP SAS, December 2019
Digital Customer Experience I UK I 2019
SITSI I Horizontals I Market Figures

For any questions concerning this report, please contact

Nick Mayes

UK - Digital Customer Experience Market Market UK - Digital Customer Experience Market


Market Volumes, current prices / current exchange rates Structure Annual Growth Rates, current prices / current exchange rates
CAG
in million EUR 2017 2018 2019 2020 2021 2022 2023 2019 2023 in % 17/18 18/19 19/20 20/21 21/22 22/23 R
19/23
1. Total Digital Software Products 2,123 2,441 2,784 3,062 3,438 3,850 4,282 100.0% 100.0% 1. Total Digital Software Products 15.0% 14.1% 10.0% 12.3% 12.0% 11.2% 11.4%
1.1 Digital Content & Applications 527 585 644 684 740 797 851 23.1% 19.9% 1.1 Digital Content & Applications 11.1% 10.1% 6.2% 8.2% 7.7% 6.8% 7.2%
1.2 Digital Sales & Commerce 514 577 645 694 766 844 927 23.1% 21.6% 1.2 Digital Sales & Commerce 12.2% 11.7% 7.7% 10.2% 10.2% 9.8% 9.5%
1.3 Digital Marketing 630 739 857 954 1,081 1,218 1,358 30.8% 31.7% 1.3 Digital Marketing 17.1% 16.0% 11.4% 13.3% 12.6% 11.5% 12.2%
1.4 Digital Customer Experience & 451 540 639 729 852 991 1,146 23.0% 26.8% 1.4 Digital Customer Experience &19.7% 18.4% 14.1% 16.8% 16.4% 15.6% 15.7%
2. Total Digital Services (Topic vie 7,512 8,310 9,133 9,684 10,510 11,407 12,335 100.0% 100.0% 2. Total Digital Services (Topic vie 10.6% 9.9% 6.0% 8.5% 8.5% 8.1% 7.8%
2.1 Digital Content & Applications 1,063 1,126 1,189 1,211 1,265 1,323 1,382 13.0% 11.2% 2.1 Digital Content & Applications 6.0% 5.5% 1.9% 4.4% 4.6% 4.4% 3.8%
2.2 Digital Sales & Commerce 2,073 2,258 2,447 2,553 2,729 2,919 3,116 26.8% 25.3% 2.2 Digital Sales & Commerce 8.9% 8.4% 4.3% 6.9% 7.0% 6.7% 6.2%
2.3 Digital Marketing 2,783 3,095 3,416 3,638 3,960 4,301 4,646 37.4% 37.7% 2.3 Digital Marketing 11.2% 10.4% 6.5% 8.8% 8.6% 8.0% 8.0%
2.4 Digital Customer Experience & 1,593 1,831 2,082 2,282 2,557 2,864 3,192 22.8% 25.9% 2.4 Digital Customer Experience &14.9% 13.7% 9.6% 12.1% 12.0% 11.5% 11.3%
3. Total Digital Services (Services 7,512 8,310 9,133 9,684 10,510 11,407 12,335 100.0% 100.0% 3. Total Digital Services (Services 10.6% 9.9% 6.0% 8.5% 8.5% 8.1% 7.8%
3.1 Digital Consulting 1,687 1,864 2,042 2,149 2,304 2,460 2,603 22.4% 21.1% 3.1 Digital Consulting 10.5% 9.5% 5.2% 7.2% 6.8% 5.8% 6.3%
3.2 Digital Technology Implementa 2,148 2,363 2,570 2,691 2,877 3,065 3,242 28.1% 26.3% 3.2 Digital Technology Implementa10.0% 8.7% 4.7% 6.9% 6.5% 5.8% 6.0%
3.3 Digital Technology Integration 1,139 1,295 1,464 1,599 1,785 1,993 2,216 16.0% 18.0% 3.3 Digital Technology Integration 13.7% 13.1% 9.2% 11.7% 11.6% 11.2% 10.9%
3.4 Digital Operations & Manage 2,537 2,787 3,056 3,245 3,544 3,889 4,274 33.5% 34.7% 3.4 Digital Operations & Manage 9.8% 9.7% 6.2% 9.2% 9.8% 9.9% 8.7%
Total Digital Market 9,635 10,751 11,918 12,745 13,949 15,257 16,617 Total Digital Market 11.6% 10.9% 6.9% 9.4% 9.4% 8.9% 8.7%
rrent Exchange Rates: 1 GBP = … EUR 1.1406 1.1306 1.1181 1.0734 1.0614 1.0561 1.0537 © CXP SAS, December 2019
2017 2018 2019 2020 2021 2022 2023
EUR EUR EUR EUR EUR EUR EUR
1 AUD (Australia) 0.67899 0.63322 0.61786 0.60491 0.60012 0.59573 0.59243
1 BRL (Brazil) 0.27747 0.23164 0.22851 0.22085 0.21519 0.21008 0.20582
1 CAD (Canada) 0.68225 0.65317 0.67081 0.67885 0.68229 0.68679 0.69275
1 CHF (Switzerland) 0.89928 0.86553 0.90038 0.92389 0.93143 0.94068 0.95157
1 CNY (China) 0.13102 0.12793 0.13184 0.13255 0.13184 0.13124 0.13075
1 CZK (Czech Repub0.03788 0.03895 0.03923 0.03963 0.03955 0.03951 0.03954
1 DKK (Denmark) 0.13411 0.13404 0.13454 0.13515 0.13469 0.13446 0.13471
1 EUR 1.00000 1.00000 1.00000 1.00000 1.00000 1.00000 1.00000
1 GBP (UK) 1.14061 1.13060 1.11807 1.07342 1.06137 1.05607 1.05366
1 HUF (Hungary) 0.00323 0.00324 0.00335 0.00334 0.00332 0.00327 0.00324
1 INR (India) 0.01374 0.01210 0.01251 0.01229 0.01195 0.01165 0.01138
1 JPY (Japan) 0.00789 0.00766 0.00823 0.00854 0.00867 0.00880 0.00895
1 MXN (Mexico) 0.04679 0.04398 0.04639 0.04619 0.04549 0.04486 0.04431
1 NOK (Norway) 0.10705 0.10408 0.10170 0.09873 0.09700 0.09544 0.09410
1 PLN Poland) 0.23448 0.23436 0.22326 0.22556 0.22488 0.22493 0.22585
1 RON (Romania) 0.21851 0.21473 0.21118 0.21311 0.21284 0.21292 0.21302
1 RUB (Russia) 0.01518 0.01350 0.01337 0.01290 0.01246 0.01210 0.01183
1 SEK (Sweden) 0.10358 0.09737 0.09429 0.09355 0.09380 0.09462 0.09561
1 TRY (Turkey) 0.24273 0.17528 0.15499 0.14765 0.14136 0.13281 0.12189
1 USD (USA) 0.88552 0.84639 0.89040 0.89247 0.88395 0.87736 0.87237
1 ZAR (South Africa 0.06649 0.06393 0.06239 0.06064 0.05836 0.05628 0.05440

*source: IMF October 2019


2017 2018 2019 2020 2021 2022 2023
USD USD USD USD USD USD USD
0.76677 0.74814 0.69391 0.67779 0.67891 0.67900 0.67911
0.31334 0.27369 0.25664 0.24746 0.24344 0.23945 0.23593
0.77045 0.77171 0.75337 0.76064 0.77186 0.78280 0.79410
1.01555 1.02262 1.01120 1.03521 1.05371 1.07218 1.09079
0.14796 0.15115 0.14807 0.14852 0.14915 0.14959 0.14988
0.04278 0.04602 0.04406 0.04440 0.04474 0.04504 0.04532
0.15145 0.15836 0.15110 0.15144 0.15237 0.15326 0.15442
1.12928 1.18149 1.12309 1.12048 1.13128 1.13979 1.14630
1.28807 1.33579 1.25569 1.20275 1.20071 1.20369 1.20781
0.00365 0.00383 0.00376 0.00374 0.00376 0.00373 0.00371
0.01551 0.01430 0.01405 0.01377 0.01352 0.01328 0.01305
0.00892 0.00906 0.00924 0.00957 0.00980 0.01003 0.01026
0.05284 0.05196 0.05210 0.05175 0.05147 0.05114 0.05079
0.12089 0.12296 0.11421 0.11063 0.10973 0.10878 0.10787
0.26479 0.27689 0.25074 0.25274 0.25440 0.25638 0.25889
0.24676 0.25370 0.23717 0.23878 0.24078 0.24268 0.24419
0.01715 0.01595 0.01501 0.01446 0.01409 0.01379 0.01357
0.11697 0.11504 0.10590 0.10482 0.10612 0.10785 0.10960
0.27411 0.20709 0.17407 0.16543 0.15992 0.15137 0.13973
1.00000 1.00000 1.00000 1.00000 1.00000 1.00000 1.00000
0.07509 0.07553 0.07007 0.06794 0.06602 0.06415 0.06236
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