HOME Top Market Reports Customer Experience Management Market [VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics] Advanced Technologies, Touch Points, Adoption Trends, Market Size & Forecasts (2012 2017)

Customer Experience Management Market [VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics] Advanced Technologies, Touch Points, Adoption Trends, Market Size & Forecasts (2012 2017)

By: marketsandmarkets.com
Publishing Date: October 2012
Report Code: TC 1747

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Customer experience management  is garnering increasing popularity mainly driven by the application of tools that are employed for analyzing customer feedback from various touch points such as company websites, branch, Web, mobile and social media. CEM, as a concept, has gaining widespread adoption because it enables companies to serve customers efficiently, thereby creating retention, reducing churn and improving competitive abilities. In the previous year, several companies had begun to invest heavily on solutions that optimize interactions from the customer's perspective and thereby enhance customer loyalty. Growth of communication media majorly affects customer expectations and behavior, ultimately impacting end user experiences. To understand these experience and drive the appropriate insight from voice of the customer (VOC), companies uses analytical tools such as enterprise feedback management (EFM) software, text analytics, web analytics, speech analytics and other analytics.

The usage of mobile and social media touch points is increasing rapidly for sharing views and ideas. In order to get globally connected, companies must frequently monitor these touch points and follow up with their customers by understanding their needs and wants for improving customer loyalty and experience. In the competitive world, leading companies will be focusing on a customer centric approach rather than a company centric approach. Towards this, enterprises will be adapting newer ways to connect customers with organization for regular feedback. 

The Customer Experience Management market report focuses on the latest trends and advancements in customer experience solutions that provide strategies, process models, and information technology (IT) to design, manage and optimize the end-to-end customer experience process. The report also includes market analysis and forecasts across various touch points, types of analytical tools, vertical segments, size of the organization and geographical regions.

The Customer Experience Management market report also focuses on CEM for Telco providers by taking into consideration aspects of service quality management (SQM), service level agreement (SLA) monitoring, service monitoring, fault management, and performance management with respect to network planning and network management. The Telco CEM market is segmented into five geographical regions including North America, South America, Europe, Asia-Pacific, and Middle East and Africa.

MARKETS COVERED

On the basis of network Types:

  • Enterprise Feedback Management
  • Web Analytics
  • Text Analytics
  • Speech Analytics
  • Others

On the basis of Touch Points:

  • Company Website
  • Branch/Store
  • Web
  • Call Center
  • Mobile
  • Social Media

On the basis of Organization Size:

  • Small and Medium Businesses (SMB)
  • Enterprises

On the basis of Verticals:

  • Communication Services
  • Public , Sector, Energy & Utilities
  • Banking, Finance Services & Insurance (BFSI)
  • Healthcare
  • Automotive & Transportation
  • Consumer Goods & Retail
  • Media & Entertainment
  • Travel & Hospitality
  • Manufacturing
  • Others

On the basis of Geography:

  • North America
  • Latin America
  • Europe
  • Asia-Pacific (APAC)
  • Middle-East & Africa (MEA)

STAKEHOLDERS

The targeted audience for the Customer Experience Management report includes stakeholders from the following verticals

  • Communication Services Providers
  • Mobile network operators
  • IT suppliers
  • Software and System Integrators
  • Value added Resellers (VARs)
  • Software Developers

And marketing and sales professionals across the following verticals

  • Public Sector, Energy & Utilities
  • Telecommunication Providers
  • Banking, Finance & Insurance 
  • Healthcare
  • Automotive & Transportation
  • Consumer Goods & Retail 
  • Media & Entertainment  
  • Travel & Hospitality 
  • Manufacturing

Customer Experience Management  & VOC analytics report will provide market data, market dynamics (drivers, restraints, trends and opportunities), key players, and competitive outlook. It will also provide market tables for covering the sub-segments and micro-markets. In addition, the report also provides competitive landscape and 38 company profiles of leading players.

TABLE OF CONTENTS:

1 INTRODUCTION
  1.1 KEY TAKE-AWAYS
  1.2 REPORT DESCRIPTION
  1.3 MARKETS COVERED
  1.4 STAKEHOLDERS
  1.5 FORECAST ASSUMPTIONS
  1.6 RESEARCH METHODOLOGY
 
2 EXECUTIVE SUMMARY
 
3 MARKET OVERVIEW

  3.1 MARKET DEFINITION CUSTOMER EXPERIENCE MANAGEMENT
  3.2 EVOLUTION OF CEM
  3.3 MARKET SEGMENTATION
  3.4 OVERALL MARKET SIZE
  3.5 WINNING IMPERATIVES
      3.5.1 ENGAGE PRESENT CUSTOMERS FOR SUSTAINABLE GROWTH
  3.6 MARKET DYNAMICS
      3.6.1 DRIVERS
            3.6.1.1 Retaining customers
            3.6.1.2 Competitive differentiation
            3.6.1.3 Global economic slowdown
            3.6.1.4 Online experience
      3.6.2 RESTRAINTS
            3.6.2.1 Complexity in data synchronization
            3.6.2.2 Expectations are subjective
      3.6.3 OPPORTUNITIES
            3.6.3.1 Major focus on virtual side
            3.6.3.2 Integral part of digital market
            3.6.3.3 Big data
  3.7 IMPACT ANALYSIS OF DROS
  3.8 BUSINESS VALUE ANALYSIS
  3.9 CEM ECOSYSTEM
 
4 CEM: ENTERPRISE NEED & ADOPTION TRENDS
  4.1 INTRODUCTION
  4.2 TRADITIONAL CRM VS CEM
  4.3 VOICE OF CUSTOMER (VOC) ANALYTICS
  4.4 IMPACT OF CLOUD
  4.5 SOCIAL INFLUENCE IN CUSTOMER EXPERIENCE
  4.6 TOOLS & TECHNIQUES
      4.6.1 FEEDBACK MANAGEMENT
      4.6.2 WEB CONTENT MANAGEMENT
      4.6.3 TARGETING AND PERSONALIZATION
      4.6.4 WEB ANALYTICS
      4.6.5 EMAIL AND CAMPAIGN MANAGEMENT
      4.6.6 TRANSLATION AND LOCALIZATION SERVICES
      4.6.7 CUSTOMER RELATIONSHIP MANAGEMENT
      4.6.8 INTEGRATED VOICE RESPONSE TECHNOLOGY
      4.6.9 NATURAL LANGUAGE PROCESSING
      4.6.10 MACHINE LEARNING
      4.6.11 ARTIFICIAL INTELLIGENCE TECHNOLOGIES
      4.6.12 SERVICE QUALITY MANAGEMENT (SQM)
      4.6.13 SERVICE LEVEL AGREEMENT (SLA) MONITORING
      4.6.14 SERVICE MONITORING
      4.6.15 FAULT MANAGEMENT
      4.6.16 PERFORMANCE MANAGEMENT
 
5 CEM: MARKET SIZE & FORECAST, BY TYPES
  5.1 BY ENTERPRISE FEEDBACK MANAGEMENT (EFM)
      5.1.1 OVERVIEW
      5.1.2 MARKET SIZE & FORECAST
  5.2 BY WEB ANALYTICS
      5.2.1 OVERVIEW
      5.2.2 MARKET SIZE & FORECAST
  5.3 BY TEXT ANALYTICS
      5.3.1 OVERVIEW
      5.3.2 MARKET SIZE & FORECAST
  5.4 BY SPEECH ANALYTICS
      5.4.1 OVERVIEW
      5.4.2 MARKET SIZE & FORECAST
  5.5 OTHERS
      5.5.1 OVERVIEW
      5.5.2 MARKET SIZE & FORECAST
 
6 CEM MARKET SIZE & FORECAST, BY CHANNELS/TOUCH POINTS
  6.1 BY COMPANY WEBSITE
      6.1.1 OVERVIEW
      6.1.2 MARKET SIZE & FORECAST
  6.2 BY BRANCH/STORE
      6.2.1 OVERVIEW
      6.2.2 MARKET SIZE & FORECAST
  6.3 BY WEB
      6.3.1 OVERVIEW
      6.3.2 MARKET SIZE & FORECAST
  6.4 BY CALL CENTER
      6.4.1 OVERVIEW
      6.4.2 MARKET SIZE & FORECAST
  6.5 BY MOBILE
      6.5.1 OVERVIEW
      6.5.2 MARKET SIZE & FORECAST
  6.6 BY S0CIAL MEDIA
      6.6.1 OVERVIEW
      6.6.2 MARKET SIZE & FORECAST
 
7 CEM MARKET SIZE & FORECAST, BY ORGANIZATION SIZE
  7.1 SMALL AND MEDIUM BUSINESSES (SMB)
      7.1.1 OVERVIEW
      7.1.2 MARKET SIZE & FORECAST
  7.2 ENTERPRISES
      7.2.1 OVERVIEW
      7.2.2 MARKET SIZE & FORECAST
 
8 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE & FORECAST, BY VERTICAL SEGMENTS
  8.1 COMMUNICATION SERVICES
      8.1.1 MARKET SIZE & FORECAST
  8.2 PUBLIC SECTOR, ENERGY & UTILITIES
      8.2.1 MARKET SIZE & FORECAST
  8.3 BANKING, FINANCE & INSURANCE
      8.3.1 MARKET SIZE & FORECAST
  8.4 HEALTHCARE
      8.4.1 MARKET SIZE & FORECAST
  8.5 AUTOMOTIVE & TRANSPORTATION
      8.5.1 MARKET SIZE & FORECAST
  8.6 CONSUMER GOODS & RETAIL
      8.6.1 MARKET SIZE & FORECAST
  8.7 MEDIA & ENTERTAINMENT
      8.7.1 MARKET SIZE & FORECAST
  8.8 TRAVEL & HOSPITALITY
      8.8.1 MARKET SIZE & FORECAST
  8.9 MANUFACTURING
      8.9.1 MARKET SIZE & FORECAST
  8.10 OTHERS
       8.10.1 MARKET SIZE & FORECAST
 
9 TELCO CEM THROUGH NETWORK MANAGEMENT: MARKET SIZE & FORECAST
  9.1 INTRODUCTION
  9.2 MARKET OVERVIEW & CURRENT TRENDS
  9.3 SQM & SLA MONITORING TRENDS
  9.4 COMPETITORS
  9.5 MARKET SIZE & FORECASTS BY REGIONS
 
10 CEM MARKET SIZE & FORECAST, BY GEOGRAPHIES
   10.1 NORTH AMERICA
        10.1.1 MARKET SIZE & FORECAST
   10.2 LATIN AMERICA
        10.2.1 MARKET SIZE & FORECAST
   10.3 EUROPE
        10.3.1 MARKET SIZE & FORECAST
   10.4 ASIA-PACIFIC (APAC)
        10.4.1 MARKET SIZE & FORECAST
   10.5 MIDDLE EAST & AFRICA
        10.5.1 MARKET SIZE & FORECAST
 
11 CEM: BEST PRACTICES & GROWTH FACTORS
   11.1 CONSULTING SERVICES
        11.1.1 OVERALL APPROACH
   11.2 CUSTOMER EXPERIENCE
        11.2.1 BEST PRACTICES
        11.2.2 FUTURE TRENDS
   11.3 VERTICAL PENETRATION
        11.3.1 GROWTH FACTORS
        11.3.2 FUTURE TRENDS
   11.4 ENTERPRISE ADOPTION ROADMAP
 
12 COMPETITIVE LANDSCAPE
   12.1 COMPETITIVE ECOSYSTEM
   12.2 VENTURE CAPITAL FUNDING
   12.3 MERGERS & ACQUISITIONS
   12.4 NEW PRODUCT DEVELOPMENTS
 
13 COMPANY PROFILES (KEY INDUSTRY PLAYERS)
   13.1 ADOBE SYSTEMS INCORPORATED
        13.1.1 OVERVIEW
        13.1.2 FINANCIALS
        13.1.3 PRODUCTS & SERVICES
        13.1.4 PUSH FOR CEM
   13.2 ALCATEL-LUCENT
        13.2.1 OVERVIEW
        13.2.2 FINANCIALS
        13.2.3 PRODUCTS & SERVICES
        13.2.4 PUSH FOR CEM
   13.3 AMDOCS LIMITED
        13.3.1 OVERVIEW
        13.3.2 FINANCIALS
        13.3.3 PRODUCTS & SERVICES
        13.3.4 PUSH FOR CEM
   13.4 ARANTECH
        13.4.1 OVERVIEW
        13.4.2 FINANCIALS
        13.4.3 PRODUCTS & SERVICES
        13.4.4 PUSH FOR CEM
   13.5 ARGODATA
        13.5.1 OVERVIEW
        13.5.2 FINANCIALS
        13.5.3 PRODUCTS & SERVICES
        13.5.4 PUSH FOR CEM
   13.6 ATTENSITY GROUP
        13.6.1 OVERVIEW
        13.6.2 FINANCIALS
        13.6.3 PRODUCTS & SERVICES
        13.6.4 PUSH FOR CEM
   13.7 BIRST INC.
        13.7.1 OVERVIEW
        13.7.2 FINANCIALS
        13.7.3 PRODUCTS & SERVICES
        13.7.4 PUSH FOR CEM
   13.8 CA, INC.
        13.8.1 OVERVIEW
        13.8.2 FINANCIALS
        13.8.3 PRODUCTS & SERVICES
        13.8.4 PUSH FOR CEM
   13.9 CDC SOFTWARE
        13.9.1 OVERVIEW
        13.9.2 FINANCIALS
        13.9.3 PRODUCTS & SERVICES
        13.9.4 PUSH FOR CEM
   13.10 CHATTERPLUG, INC.
         13.10.1 OVERVIEW
         13.10.2 FINANCIALS
         13.10.3 PRODUCTS & SERVICES
         13.10.4 PUSH FOR CEM
   13.11 CISCO SYSTEMS, INC.
         13.11.1 OVERVIEW
         13.11.2 FINANCIALS
         13.11.3 PRODUCTS & SERVICES
         13.11.4 PUSH FOR CEM
   13.12 CLICKFOX
         13.12.1 OVERVIEW
         13.12.2 FINANCIALS
         13.12.3 PRODUCTS & SERVICES
         13.12.4 PUSH FOR CEM
   13.13 COMARCH
         13.13.1 OVERVIEW
         13.13.2 FINANCIALS
         13.13.3 PRODUCTS & SERVICES
         13.13.4 PUSH FOR CEM
   13.14 CONNECTIVA SYSTEMS, INC.
         13.14.1 OVERVIEW
         13.14.2 FINANCIALS
         13.14.3 PRODUCTS & SERVICES
         13.14.4 PUSH FOR CEM
   13.15 CORSENTIAL ULC
         13.15.1 OVERVIEW
         13.15.2 FINANCIALS
         13.15.3 PRODUCTS & SERVICES
         13.15.4 PUSH FOR CEM
   13.16 DAX TECHNOLOGIES CORP.
         13.16.1 OVERVIEW
         13.16.2 FINANCIALS
         13.16.3 PRODUCTS & SERVICES
         13.16.4 PUSH FOR CEM
   13.17 EGAIN COMMUNICATIONS CORPORATION
         13.17.1 OVERVIEW
         13.17.2 FINANCIALS
         13.17.3 PRODUCTS & SERVICES
         13.17.4 PUSH FOR CEM
   13.18 EMPATHICA INC.
         13.18.1 OVERVIEW
         13.18.2 FINANCIALS
         13.18.3 PRODUCTS & SERVICES
         13.18.4 PUSH FOR CEM
   13.19 ERICSSON
         13.19.1 OVERVIEW
         13.19.2 FINANCIALS
         13.19.3 PRODUCTS & SERVICES
         13.19.4 PUSH FOR CEM
   13.20 HEWLETT-PACKARD COMPANY
         13.20.1 OVERVIEW
         13.20.2 FINANCIALS
         13.20.3 PRODUCTS & SERVICES
         13.20.4 PUSH FOR CEM
   13.21 IBM
         13.21.1 OVERVIEW
         13.21.2 FINANCIALS
         13.21.3 PRODUCTS & SERVICES
         13.21.4 PUSH FOR CEM
   13.22 IPERCEPTIONS
         13.22.1 OVERVIEW
         13.22.2 FINANCIALS
         13.22.3 PRODUCTS & SERVICES
         13.22.4 PUSH FOR CEM
   13.23 MEDALLIA INC.
         13.23.1 OVERVIEW
         13.23.2 FINANCIALS
         13.23.3 PRODUCTS & SERVICES
         13.23.4 PUSH FOR CEM
   13.24 NETCRACKER TECHNOLOGY CORP.
         13.24.1 OVERVIEW
         13.24.2 FINANCIALS
         13.24.3 PRODUCTS & SERVICES
         13.24.4 PUSH FOR CEM
   13.25 NICE-SYSTEMS LTD.
         13.25.1 OVERVIEW
         13.25.2 FINANCIALS
         13.25.3 PRODUCTS & SERVICES
         13.25.4 PUSH FOR CEM
   13.26 NOKIA SIEMENS NETWORKS
         13.26.1 OVERVIEW
         13.26.2 FINANCIALS
         13.26.3 PRODUCTS & SERVICES
         13.26.4 PUSH FOR CEM
   13.27 OPENET TELECOM LTD
         13.27.1 OVERVIEW
         13.27.2 FINANCIALS
         13.27.3 PRODUCTS & SERVICES
         13.27.4 PUSH FOR CEM
   13.28 OPINIONLAB INC.
         13.28.1 OVERVIEW
         13.28.2 FINANCIALS
         13.28.3 PRODUCTS & SERVICES
         13.28.4 PUSH FOR CEM
   13.29 ORACLE CORPORATION
         13.29.1 OVERVIEW
         13.29.2 FINANCIALS
         13.29.3 PRODUCTS & SERVICES
         13.29.4 PUSH FOR CEM
   13.30 PARATURE, INC.
         13.30.1 OVERVIEW
         13.30.2 FINANCIALS
         13.30.3 PRODUCTS & SERVICES
         13.30.4 PUSH FOR CEM
   13.31 RESPONSETEK NETWORKS CORP.
         13.31.1 OVERVIEW
         13.31.2 FINANCIALS
         13.31.3 PRODUCTS & SERVICES
         13.31.4 PUSH FOR CEM
   13.32 RIVERSTAR SOFTWARE, INC.
         13.32.1 OVERVIEW
         13.32.2 FINANCIALS
         13.32.3 PRODUCTS & SERVICES
         13.32.4 PUSH FOR CEM
   13.33 SATMETRIX SYSTEMS, INC.
         13.33.1 OVERVIEW
         13.33.2 FINANCIALS
         13.33.3 PRODUCTS & SERVICES
         13.33.4 PUSH FOR CEM
   13.34 TEKELEC
         13.34.1 OVERVIEW
         13.34.2 FINANCIALS
         13.34.3 PRODUCTS & SERVICES
         13.34.4 PUSH FOR CEM
   13.35 TEKTRONIX TEXAS, LLC
         13.35.1 OVERVIEW
         13.35.2 FINANCIALS
         13.35.3 PRODUCTS & SERVICES
         13.35.4 PUSH FOR CEM
   13.36 VOVICI CORPORATION
         13.36.1 OVERVIEW
         13.36.2 FINANCIALS
         13.36.3 PRODUCTS & SERVICES
         13.36.4 PUSH FOR CEM
   13.37 WEBTRENDS INC.
         13.37.1 OVERVIEW
         13.37.2 FINANCIALS
         13.37.3 PRODUCTS & SERVICES
         13.37.4 PUSH FOR CEM
   13.38 ZTE CORPORATION.
         13.38.1 OVERVIEW
         13.38.2 FINANCIALS
         13.38.3 PRODUCTS & SERVICES
         13.38.4 PUSH FOR CEM
 
 
LIST OF TABLES
 
TABLE 1 GLOBAL CEM MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 2 GLOBAL CEM MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 3 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET REVENUE, BY TYPES, Y-O-Y, 2012 2017 (%)
TABLE 4 GLOBAL CEM MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 5 GLOBAL CEM MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 6 CEM MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 7 DRO IMPACT ANALYSIS
TABLE 8 CRM VS CEM
TABLE 9 CEM: NORTH AMERICA EFM MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 10 CEM: LATIN AMERICA EFM MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 11 CEM: EUROPEAN EFM MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 12 CEM: APAC EFM MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 13 CUSTOMER EXPERIENCE MANAGEMENT: MEA EFM MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 14 CEM: NORTH AMERICA WEB ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 15 CEM: LATIN AMERICA WEB ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 16 CEM: EUROPE WEB ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 17 CEM: APAC WEB ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 18 CEM: MEA WEB ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 19 CEM: NORTH AMERICA TEXT ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 20 CEM: LATIN AMERICA TEXT ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 21 CEM: EUROPE TEXT ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 22 CEM: APAC TEXT ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 23 CEM: MEA TEXT ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 24 CEM: NORTH AMERICA SPEECH ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 25 CEM: LATIN AMERICA SPEECH ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 26 CEM: EUROPE SPEECH ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 27 CEM: APAC SPEECH ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 28 CEM: MEA SPEECH ANALYTICS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 29 CEM: NORTH AMERICA OTHERS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 30 CEM: LATIN AMERICA OTHERS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 31 CUSTOMER EXPERIENCE MANAGEMENT: EUROPE OTHERS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 32 CEM: APAC OTHERS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 33 CEM: MEA OTHERS MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 34 CEM: NORTH AMERICA COMPANY WEBSITE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 35 CUSTOMER EXPERIENCE MANAGEMENT: LATIN AMERICA COMPANY WEBSITE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 36 CEM: EUROPE COMPANY WEBSITE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 37 CEM: APAC COMPANY WEBSITE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 38 CEM: MEA COMPANY WEBSITE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 39 CEM: NORTH AMERICA BRANCH/ STORE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 40 CEM: LATIN AMERICA BRANCH/ STORE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 41 CUSTOMER EXPERIENCE MANAGEMENT: EUROPE BRANCH/STORE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 42 CEM: APAC BRANCH/STORE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 43 CEM: MEA BRANCH/STORE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 44 CEM: NORTH AMERICA WEB MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 45 CEM: LATIN AMERICA WEB MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 46 CEM: EUROPE WEB MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 47 CEM: APAC WEB MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 48 CEM: MEA WEB MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 49 CEM: NORTH AMERICA CALL CENTER MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 50 CEM: LATIN AMERICA CALL CENTER MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 51 CEM: EUROPE CALL CENTER MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 52 CUSTOMER EXPERIENCE MANAGEMENT: APAC CALL CENTER MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 53 CEM: MEA CALL CENTER MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 54 CEM: NORTH AMERICA MOBILE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 55 CEM: LATIN AMERICA MOBILE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 56 CEM: EUROPE MOBILE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 57 CEM: APAC MOBILE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 58 CEM: MEA MOBILE MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 59 CEM: NORTH AMERICA SOCIAL MEDIA MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 60 CUSTOMER EXPERIENCE MANAGEMENT: LATIN AMERICA SOCIAL MEDIA MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 61 CEM: EUROPE SOCIAL MEDIA MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 62 CEM: APAC SOCIAL MEDIA MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 63 CEM: MEA SOCIAL MEDIA MARKET REVENUE, BY INDUSTRY, 2012 2017 ($MILLION)
TABLE 64 CEM: SMALL AND MEDIUM BUSINESS MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 65 CEM: LARGE ENTERPRISES MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 66 CEM: COMMUNICATION SERVICES INDUSTRY MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 67 CEM: COMMUNICATION SERVICES INDUSTRY MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 68 CEM: COMMUNICATION SERVICES INDUSTRY MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 69 CEM: COMMUNICATION SERVICES INDUSTRY MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 70 CEM: PUBLIC SECTOR, ENERGY & UTILITIES INDUSTRY MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 71 CEM: PUBLIC SECTOR, ENERGY & UTILITIES INDUSTRY MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 72 CEM: PUBLIC SECTOR, ENERGY & UTILITIES INDUSTRY MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 73 CEM: PUBLIC SECTOR, ENERGY & UTILITIES INDUSTRY MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 74 CEM: BANKING, FINANCE & INSURANCE INDUSTRY MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 75 CUSTOMER EXPERIENCE MANAGEMENT: BANKING, FINANCE & INSURANCE INDUSTRY MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 76 CEM: BANKING, FINANCE & INSURANCE INDUSTRY MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 77 CEM: BANKING, FINANCE & INSURANCE INDUSTRY MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 78 CEM: HEALTHCARE INDUSTRY MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 79 CEM: HEALTHCARE INDUSTRY MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 80 CEM: HEALTHCARE INDUSTRY MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 81 CEM: HEALTHCARE INDUSTRY MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 82 CEM: AUTOMOTIVE & TRANSPORTATION INDUSTRY MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 83 CEM: AUTOMOTIVE & TRANSPORTATION INDUSTRY MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 84 CEM: AUTOMOTIVE & TRANSPORTATION INDUSTRY MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 85 CEM: AUTOMOTIVE & TRANSPORTATION INDUSTRY MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 86 CEM: CONSUMER GOODS & RETAIL INDUSTRY MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 87 CUSTOMER EXPERIENCE MANAGEMENT: CONSUMER GOODS & RETAIL INDUSTRY MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 88 CEM: CONSUMER GOODS & RETAIL INDUSTRY MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 89 CEM: CONSUMER GOODS & RETAIL INDUSTRY MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 90 CUSTOMER EXPERIENCE MANAGEMENT: MEDIA & ENTERTAINMENT INDUSTRY MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 91 CEM: MEDIA & ENTERTAINMENT INDUSTRY MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 92 CEM: MEDIA & ENTERTAINMENT INDUSTRY MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 93 CEM: MEDIA & ENTERTAINMENT INDUSTRY MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 94 CEM: TRAVEL & HOSPITALITY INDUSTRY MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 95 CEM: TRAVEL & HOSPITALITY INDUSTRY MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 96 CEM: TRAVEL & HOSPITALITY INDUSTRY MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 97 CUSTOMER EXPERIENCE MANAGEMENT: TRAVEL & HOSPITALITY INDUSTRY MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 98 CEM: MANUFACTURING INDUSTRY MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 99 CEM: MANUFACTURING INDUSTRY MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 100 CEM: MANUFACTURING INDUSTRY MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 101 CEM: MANUFACTURING INDUSTRY MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 102 CEM: OTHERS INDUSTRY MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 103 CEM: OTHERS INDUSTRY MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 104 CEM: OTHERS INDUSTRY MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 105 CUSTOMER EXPERIENCE MANAGEMENT: OTHERS INDUSTRY MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 106 TELCO CEM MARKET REVENUE, BY GEOGRAPHY, 2012 2017 ($MILLION)
TABLE 107 CEM: NORTH AMERICA MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 108 CUSTOMER EXPERIENCE MANAGEMENT: NORTH AMERICA MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 109 CEM: NORTH AMERICA MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 110 CUSTOMER EXPERIENCE MANAGEMENT: LATIN AMERICA MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 111 CUSTOMER EXPERIENCE MANAGEMENT: LATIN AMERICA MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 112 CEM: LATIN AMERICA MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 113 CEM: EUROPE MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 114 CEM: EUROPE MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 115 CUSTOMER EXPERIENCE MANAGEMENT: EUROPE MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 116 CEM: APAC MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 117 CUSTOMER EXPERIENCE MANAGEMENT: APAC MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 118 CUSTOMER EXPERIENCE MANAGEMENT: APAC MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 119 CEM: MEA MARKET REVENUE, BY TYPES, 2012 2017 ($MILLION)
TABLE 120 CEM: MEA MARKET REVENUE, BY TOUCH POINTS, 2012 2017 ($MILLION)
TABLE 121 CUSTOMER EXPERIENCE MANAGEMENT: MEA MARKET REVENUE, BY ORGANIZATION SIZE, 2012 2017 ($MILLION)
TABLE 122 VENTURE CAPITAL FUNDING, 2008 2012
TABLE 123 MERGERS & ACQUISITIONS, 2010 2012
TABLE 124 NEW PRODUCT DEVELOPMENTS, 2010 2012 
 
LIST OF FIGURES
 
FIGURE 1 CEM PROCESS
FIGURE 2 EVOLUTION OF CEM
FIGURE 3 BUSINESS VALUE ANALYSIS
FIGURE 4 CEM ECOSYSTEM
FIGURE 5 ENTERPRISE & SMB ADOPTION ROADMAP
FIGURE 6 COMPETITIVE ECOSYSTEM

Customer experience management is the overriding concept, driven by high competition among various industry verticals. To achieve and foster highest levels of customer experience, companies are looking to implement innovative tools & technologies. Communication Services, BFSI and Consumer goods and Retail markets provide significant opportunities for global customer CEM solution vendors and integrators.

The Communication Services sector accounts for a significant share of 21.7% of the overall Customer Experience Management at $580.9 million in 2012. This segment is expected to reach $1.74 billion by 2017, at a CAGR of 24.6% between 2012 and 2017; while the Banking, Finance & Insurance sector accounts for the second largest share of 19.9% of the overall market at $531.9 million in 2012 and expected to reach $1.25 billion with at a CAGR of 18.7%.

CEM consists of different types of analytics that includes: enterprise feedback management (EFM), web analytics, text analytics and speech analytics among others. The Text analytics segment accounts for the bigger share of 43.9% among all CEM tools and technologies market. This segment is expected to reach $3.41 billion by 2017, at a CAGR of 23.8% between 2012 and 2017; while, the Web Analytics market accounts for second largest share of 25.7% of this market, and is expected to reach $1.57 billion at a CAGR of 18.0%.

Customer Experience Management Market Revenue, By Geography 2012 2017 ($Million)

Customer Experience Management CEM Market

Source: MarketsandMarkets Analysis

The global customer experience management market is expected to grow from $2.68 billion in 2012 to $6.61 billion by 2017, at an estimated CAGR of 19.8% between 2012 and 2017. North America holds the largest share; i.e. 47.6% of the overall CEM market in 2012 at $1.28 billion; and is expected to reach $2.98 billion by 2017, at a CAGR of 18.5% between 2012 and 2017.

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