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 (2014 2019)

Customer Experience Management Market (VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics) - Advanced Technologies, Touch Points, Adoption Trends, Market Size & Forecasts (2014 2019)

By: marketsandmarkets.com
Publishing Date: August 2014
Report Code: TC 2625

 

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Customer Experience Management (CEM) is getting popular, driven by its analytical tools used for analyzing customer feedback from various touch points including company website, branch, web, mobile and social media. The CEM is an overriding concept driven by extensive competition among several companies to serve customers in an efficient way. Last year, several companies began investing heavily on solutions that optimize interactions from the customer's perspective and thereby enhance customer loyalty. The report focuses on the latest trends and advancements in customer experience solutions that provide strategies, process models, and information technology to design, manage, and optimize the end-to-end customer experience process. The report includes market analysis of various touch points and types of analytical tools, verticals, organization size, and geographical regions. Growth of communication media majorly affects customer expectations and behavior and ultimately this will have an impact on end user experiences. To understand these experiences and drive the appropriate insight from the Voice of the Customer (VoC), companies use analytical tools such as enterprise feedback management 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. So, in the era of connected world, companies has to continuously monitor these touch points for regular follow up with their customers and understand their needs and wants for improving their experience. In the competitive world to become leaders, companies have to focus on customer-centric approach rather than on company centric, so they are adapting new ways to connect customers with organizations for regular feedback.

The report also focuses on Telco Customer Experience Management market by taking into consideration service quality management, service level agreement monitoring, service monitoring, fault management, and performance management with respect to network planning and network management. The Telco CEM includes CEM across telecommunication networks; The Telco CEM is segmented into five geographical regions, namely North America, South America, Europe, Asia-Pacific, and Middle East and Africa.

The report covers key industry players such as Adobe, Alcatel-Lucent, Amdocs, Cisco, Ericsson, Hewlett-Packard, Huawei, IBM, Nokia Networks, and Oracle.

This research report categorizes the global Customer Experience Management and VoC analytics market on the basis of analytic types, such as enterprise feedback management, text analytics, web analytics, speech analytics, and other analytics.

Markets Covered

This CEM & VoC Analytics market research report categorizes the global market on the basis of analytic type, touch point, various industries, and region, forecasting volumes and revenues and analyzing trends in each of the submarkets:

On the basis of network type:

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

On the basis of touch point:

  • 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 vertical:

  • Communication Service Providers
  • Public Sector, Energy, and Utilities
  • Banking, Finance, and Insurance
  • Healthcare
  • Automotive and Transportation
  • Consumer Goods and Retail
  • Media and Entertainment
  • Travel and Hospitality
  • Manufacturing
  • Others

On the basis of region:

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

Table of Contents 
 
1 Introduction (Page No. - 25)
    1.1 Objectives
    1.2 Report Description 
    1.3 Markets Covered
    1.4 Stakeholders
    1.5 Research Methodology
          1.5.1 Data Triangulation & Market Forecasting
    1.6 Forecast Assumptions

2 Executive Summary (Page No. - 33)
    2.1 Overall Market Size

3 Market Overview (Page No. - 36)
    3.1 Market Definition Customer Experience Management
    3.2 Evolution of CEM
    3.3 Market Segmentation
    3.4 Winning Imperatives
3.4.1 Engage Present Customers For Sustainable Growth
    3.5 Market Dynamics
          3.5.1 Drivers
                   3.5.1.1 Retaining Customers
                   3.5.1.2 Competitive Differentiation
                   3.5.1.3 Global Economic Slowdown
                   3.5.1.4 Online Experience
          3.5.2 Restraints
                   3.5.2.1 Complexity in Data Synchronization
                   3.5.2.2 Expectations Are Subjective
          3.5.3 Opportunities
                   3.5.3.1 Major Focus on Virtual Side
                   3.5.3.2 integral Part of Digital Market
                   3.5.3.3 Big Data
    3.6 Impact Analysis of Dros
    3.7 Business Value Analysis
    3.8 Value Chain

4 CEM: Enterprise Need & Adoption Trends (Page No. - 48)
    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 (WCM)
          4.6.3 Targeting & Personalization
          4.6.4 Web Analytics
          4.6.5 Email & Campaign Management
          4.6.6 Translation & 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 Type (Page No. - 58)
    5.1 Introduction
    5.2 Enterprise Feedback Management (EFM)
          5.2.1 Overview
          5.2.2 North America EFM Market Size & Forecast By Vertical
          5.2.3 Latin America EFM Market Size & Forecast By Vertical
          5.2.4 Europe EFM Market Size & Forecast By Vertical
          5.2.5 APAC EFM Market Size & Forecast By Vertical
          5.2.6 MEA EFM Market Size & Forecast By Vertical
    5.3 Web Analytics
          5.3.1 Overview
          5.3.2 North America Web Analytics Market Size & Forecast By Vertical
          5.3.3 Latin America Web Analytics Market Size & Forecast By Vertical
          5.3.4 Europe Web Analytics Market Size & Forecast By Vertical
          5.3.5 APAC Web Analytics Market Size & Forecast By Vertical
          5.3.6 MEA Web Analytics Market Size & Forecast By Vertical
    5.4 Text Analytics
          5.4.1 Overview
          5.4.2 North America Text Analytics Market Size & Forecast By Vertical
          5.4.3 Latin America Text Analytics Market Size & Forecast By Vertical
          5.4.4 Europe Text Analytics Market Size & Forecast By Vertical
          5.4.5 APAC Text Analytics Market Size & Forecast By Vertical
          5.4.6 MEA Text Analytics Market Size & Forecast By Vertical 
    5.5 Speech Analytics
          5.5.1 Overview
          5.5.2 North America Speech Analytics Market Size & Forecast By Vertical
          5.5.3 Latin America Speech Analytics Market Size & Forecast By Vertical
          5.5.4 Europe Speech Analytics Market Size & Forecast By Vertical
          5.5.5 APAC Speech Analytics Market Size & Forecast By Vertical
          5.5.6 MEA Speech Analytics Market Size & Forecast By Vertical
    5.6 Others
          5.6.1 Overview
          5.6.2 North America Other Market Size & Forecast By Vertical
          5.6.3 Latin America Other Market Size & Forecast By Vertical
          5.6.4 Europe Other Market Size & Forecast By Vertical
          5.6.5 APAC Other Market Size & Forecast By Vertical
          5.6.6 MEA Other Market Size & Forecast By Vertical

6 CEM Market Size & Forecast, By Channel/Touch Point (Page No. - 91)
    6.1 Introduction
    6.2 By Company Website
          6.2.1 Overview
          6.2.2 North America Company Website Market Size & Forecast By Vertical
          6.2.3 Latin Maerica Company Website Market Size & Forecast By Vertical
          6.2.4 Europe Company Website Market Size & Forecast By Vertical
          6.2.5 APAC Company Website Market Size & Forecast By Vertical
          6.2.6 MEA Company Website Market Size & Forecast By Vertical
    6.3 By Branch/Store
          6.3.1 Overview
          6.3.2 North America Branch/Store Market Size & Forecast By Vertical
          6.3.3 Latin America Branch/Store Market Size & Forecast By Vertical
          6.3.4 Europe Branch/Store Market Size & Forecast By Vertical
          6.3.5 APAC Branch/Store Market Size & Forecast By Vertical
          6.3.6 MEA Branch/Store Market Size & Forecast By Vertical
    6.4 By Web
          6.4.1 Overview
          6.4.2 North America Web Market Size & Forecast By Vertical
          6.4.3 Latin America Web Market Size & Forecast By Vertical
          6.4.4 Europe Web Market Size & Forecast By Vertical
          6.4.5 APAC Web Market Size & Forecast By Vertical
          6.4.6 MEA Web Market Size & Forecast By Vertical
    6.5 By Call Center
          6.5.1 Overview
          6.5.2 North America Call Center Market Size & Forecast By Vertical
          6.5.3 Latin America Call Center Market Size & Forecast By Vertical
          6.5.4 Europe Call Center Market Size & Forecast By Vertical
          6.5.5 APAC Call Center Market Size & Forecast By Vertical
          6.5.6 MEA Call Center Market Size & Forecast By Vertical
    6.6 By Mobile
          6.6.1 Overview
          6.6.2 North America Mobile Market Size & Forecast By Vertical
          6.6.3 Latin America Mobile Market Size & Forecast By Vertical
          6.6.4 Europe Mobile Market Size & Forecast By Vertical
          6.6.5 APAC Mobile Market Size & Forecast By Vertical
          6.6.6 MEA Mobile Market Size & Forecast By Vertical
    6.7 By Social Media
          6.7.1 Overview
          6.7.2 North America Social Media Market Size & Forecast By Vertical
          6.7.3 Latin America Social Media Market Size & Forecast By Vertical
          6.7.4 Europe Social Media Market Size & Forecast By Vertical
          6.7.5 APAC Social Media Market Size & Forecast By Vertical
          6.7.6 MEA Social Media Market Size & Forecast By Vertical

7 CEM: Market Size & Forecast, By Organization Size (Page No. - 131)
    7.1 Introduction
    7.2 Small & Medium Businesses (SMBS)
          7.2.1 Overview
          7.2.2 North America Small & Medium Business Market Size & Forecast By Vertical
          7.2.3 Latin America Small & Medium Business Market Size & Forecast By Vertical
          7.2.4 Europe Small & Medium Business Market Size & Forecast By Vertical
          7.2.5 APAC Small & Medium Business Market Size & Forecast By Vertical
          7.2.6 MEA Small & Medium Business Market Size & Forecast By Vertical
    7.3 Enterprises
          7.3.1 Overview
          7.3.2 North America Enterprises Market Size & Forecast By Vertical
          7.3.3 Latin America Enterprises Market Size & Forecast By Vertical
          7.3.4 Europe Enterprises Market Size & Forecast By Vertical
          7.3.5 APAC Enterprises Market Size & Forecast By Vertical
          7.3.6 MEA Enterprises Market Size & Forecast By Vertical

8 CEM: Market Size & Forecast, By Vertical Segment (Page No. - 146)
    8.1 Introduction
    8.2 Communication Services
          8.2.1 Overview
          8.2.2 Communication Services Market Size & Forecast By Type
          8.2.3 Communication Services Market Size & Forecast By Touch Point
          8.2.4 Communication Services Market Size & Forecast By Organization Size
          8.2.5 Communication Services Market Size & Forecast By Region
    8.3 Public Sector, Energy, & Utilities
          8.3.1 Overview
          8.3.2 Public Sector, Energy, & Utilities Market Size & Forecast By Type
          8.3.3 Public Sector, Energy, & Utilities Market Size & Forecast By Touch Point
          8.3.4 Public Sector, Energy, & Utilities Market Size & Forecast By Organization Size
          8.3.5 Public Sector, Energy, & Utilities Market Size & Forecast By Region
    8.4 Banking, Finance, & Insurance
          8.4.1 Overview
          8.4.2 Banking, Finance, & Insurance Market Size & Forecast By Type
          8.4.3 Banking, Finance, & Insurance Market Size & Forecast By Touch Point
          8.4.4 Banking, Finance, & Insurance Market Size & Forecast, By Organization Size
          8.4.5 Banking, Finance, & Insurance Market Size & Forecast By Region
    8.5 Healthcare
          8.5.1 Overview
          8.5.2 Healthcare Market Size & Forecast By Type
          8.5.3 Healthcare Market Size & Forecast By Touch Point
          8.5.4 Healthcare Market Size & Forecast By Organization Size
          8.5.5 Healthcare Market Size & Forecast By Region
    8.6 Automotive & Transportation
          8.6.1 Overview
          8.6.2 Automotive & Transportation Market Size & Forecast By Type
          8.6.3 Automotive & Transportation Market Size & Forecast By Touch Point
          8.6.4 Automotive & Transportation Market Size & Forecast By Organization Size
          8.6.5 Automotive & Transportation Market Size & Forecast By Region
    8.7 Consumer Goods & Retail
          8.7.1 Overview
          8.7.2 Consumer Goods & Retail Market Size & Forecast By Type
          8.7.3 Consumer Goods & Retail Market Size & Forecast By Touch Point
          8.7.4 Consumer Goods & Retail Market Size & Forecast By Region 
    8.8 Media & Entertainment
          8.8.1 Overview
          8.8.2 Media & Entertainment Market Size & Forecast By Type
          8.8.3 Media & Entertainment Market Size & Forecast By Touch Point
          8.8.4 Media & Entertainment Market Size & Forecast By Organization Size
          8.8.5 Media & Entertainment: Market Size & Forecast By Region
    8.9 Travel & Hospitality
          8.9.1 Overview
          8.9.2 Travel & Hospitality Market Size & Forecast By Type
          8.9.3 Travel & Hospitality Market Size & Forecast By Touch Point
          8.9.4 Travel & Hospitality Market Size & Forecast By Organization Size
          8.9.5 Travel & Hospitality Market Size & Forecast By Region
    8.10 Manufacturing
          8.10.1 Overview
          8.10.2 Manufacturing Market Size & Forecast By Type
          8.10.3 Maufacturing Market Size & Forecast By Touch Point
          8.10.4 Maufacturing Market Size & Forecast By Organization Size
          8.10.5 Maufacturing Market Size & Forecast By Region
    8.11 Others
          8.11.1 Overview
          8.11.2 Others Market Size & Forecast By Type
          8.11.3 Others Market Size & Forecast By Touch Point
          8.11.4 Others Market Size & Forecast By Organization Size
          8.11.5 Others Market Size & Forecast By Region

9 Telco CEM: Market Size & Forecast (Page No. - 190)
    9.1 Introduction
    9.2 Market Overview & Current Trends
    9.3 SQM & SLA Monitoring Trends
    9.4 Competitors
    9.5 Telco CEM Market Size & Forecasts By Region

10 CEM: Market Size & Forecast By Region (Page No. - 194)
     10.1 Introduction
     10.2 North America (NA)
             10.2.1 Overview
             10.2.2 NA: Market Size & Forecast By Type
     10.3 Latin America (LA)
             10.3.1 Overview
             10.3.2 LA: Market Size & Forecast By Type
     10.4 Europe
             10.4.1 Overview
             10.4.2 Europe: Market Size & Forecast By Type
     10.5 Asia-Pacific (APAC)
             10.5.1 Overview
             10.5.2 APAC: Market Size & Forecast By Type
     10.6 Middle East & Africa (MEA)
             10.6.1 Overview
             10.6.2 MEA: Market Size & Forecast By Type

11 CEM: Best Practices & Growth Factors (Page No. - 213)
     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 Competitive Ecosystem

12 Company Profiles (Page No. - 217)
     (Overview, Products & Services, Strategies & Insights, Developments and Mnm View)* 
     12.1 Adobe Systems Incorporated
     12.2 Alcatel-Lucent
     12.3 Amdocs Limited
     12.4 Cisco Systems, Inc.
     12.5 Ericsson
     12.6 Huawei
     12.7 Hewlett-Packard (HP)
     12.8 IBM
     12.9 Nokia Networks (NSN)
     12.10 Oracle Corporation

*Details on Overview, Products & Services, Strategies & Insights, Developments and Mnm View Might Not Be Captured in Case of Unlisted Companies. 

Appendix  (Page No. - 254)
     Mergers & Acquisitions (M&A)
 
 
List of Tables (134 Tables) 

Table 1 CEM: Forecast Assumptions
Table 2 Global Customer Experience Management Market Size, By Region, 2014 2019 ($Million) 
Table 3 CRM VS CEM
Table 4 CEM Market Size, By Type, 2014 2019 ($Million)
Table 5 CEM Market Growth, By Type, 2015 2019 (Y-O-Y %)
Table 6 North America: EFM Market Size, By Vertical, 2014 2019 ($Million) 
Table 7 Latin America: EFM Market Size, By Vertical, 2014 2019 ($Million) 
Table 8 Europe: EFM Market Size, By Vertical, 2014 2019 ($Million)
Table 9 APAC: EFM Market Size, By Vertical, 2014 2019 ($Million)
Table 10 MEA: EFM Market Size, By Vertical, 2014 2019 ($Million)
Table 11 North America: Web Analytics Market Size, By Vertical, 2014 2019 ($Million) 
Table 12 Latin America: Web Analytics Market Size, By Vertical, 2014 2019 ($Million) 
Table 13 Europe: Web Analytics Market Size, By Vertical, 2014 2019 ($Million) 
Table 14 APAC: Web Analytics Market Size, By Vertical, 2014 2019 ($Million) 
Table 15 MEA: Web Analytics Market Size, By Vertical, 2014 2019 ($Million) 
Table 16 North America: Text Analytics Market Size, By Vertical, 2014 2019 ($Million) 
Table 17 Latin America: Text Analytics Market Size, By Vertical, 2014 2019 ($Million) 
Table 18 Europe: Text Analytics Market Size, By Vertical, 2014 2019 ($Million) 
Table 19 APAC: Text Analytics Market Size, By Vertical, 2014 2019 ($Million) 
Table 20 MEA: Text Analytics Market Size, By Vertical, 2014 2019 ($Million) 
Table 21 North America: Speech Analytics Market Size, By Vertical, 2014 2019 ($Million)
Table 22 Latin America: Speech Analytics Market Size, By Vertical, 2014 2019 ($Million)
Table 23 Europe: Speech Analytics Market Size, By Vertical, 2014 2019 ($Million) 
Table 24 APAC: Speech Analytics Market Size, By Vertical, 2014 2019 ($Million) 
Table 25 MEA: Speech Analytics Market Size, By Vertical, 2014 2019 ($Million) 
Table 26 North America: Other Types Market Size, By Vertical, 2014 2019 ($Million) 
Table 27 Latin America: Other Types Market Size, By Vertical, 2014 2019 ($Million) 
Table 28 Europe: Other Types Market Size, By Vertical, 2014 2019 ($Million) 
Table 29 APAC: Other Types Market Size, By Vertical, 2014 2019 ($Million) 
Table 30 MEA: Other Types Market Size, By Vertical, 2014 2019 ($Million) 
Table 31 CEM: Market Size, By Touch Point, 20142019 ($Million)
Table 32 CEM: Touch Point, Market Growth, By Application, 20152019, (Y-O-Y %) 
Table 33 North America: Company Website Market Size, By Vertical, 20142019 ($Million)
Table 34 Latin America: Company Website Market Size, By Vertical, 20142019 ($Million)
Table 35 Europe: Company Website Market Size, By Vertical, 20142019 ($Million) 
Table 36 APAC: Company Website Market Size, By Vertical, 20142019 ($Million) 
Table 37 MEA: Company Website Market Size, By Vertical, 20142019 ($Million) 
Table 38 North America: Branch/Store Market Size, By Vertical, 20142019 ($Million) 
Table 39 Latin America: Branch/Store Market Size, By Vertical, 20142019 ($Million) 
Table 40 Europe: Branch/Store Market Size, By Vertical, 20142019 ($Million) 
Table 41 Capac: Branch/Store Market Size, By Vertical, 20142019 ($Million) 
Table 42 MEA: Branch/Store Market Size, By Vertical, 20142019 ($Million) 
Table 43 North America: Web Market Size, By Vertical, 20142019 ($Million) 
Table 44 Latin America: Web Market Size, By Vertical, 20142019 ($Million) 
Table 45 Europe: Web Market Size, By Vertical, 20142019 ($Million)
Table 46 APAC: Web Market Size, By Vertical, 20142019 ($Million)
Table 47 MEA: Web Market Size, By Vertical, 20142019 ($Million)
Table 48 North America: Call Center Market Size, By Vertical, 20142019 ($Million) 
Table 49 Latin America: Call Center Market Size, By Vertical, 20142019 ($Million) 
Table 50 Europe: Call Center Market Size, By Vertical, 20142019 ($Million) 
Table 51 APAC: Call Center Market Size, By Vertical, 20142019 ($Million) 
Table 52 MEA: Call Center Market Size, By Vertical, 20142019 ($Million) 
Table 53 North America: Mobile Market Size, By Vertical, 20142019 ($Million) 
Table 54 Latin America: Mobile Market Size, By Vertical, 20142019 ($Million) 
Table 55 Europe: Mobile Market Size, By Vertical, 20142019 ($Million)
Table 56 APAC: Mobile Market Size, By Vertical, 20142019 ($Million)
Table 57 MEA: Mobile Market Size, By Vertical, 20142019 ($Million)
Table 58 North America: Social Media Market Size, By Vertical, 20142019 ($Million) 
Table 59 Latin America: Social Media Market Size, By Vertical, 20142019 ($Million) 
Table 60 Europe: Social Media Market Size, By Vertical, 20142019 ($Million) 
Table 61 APAC: Social Media Market Size, By Vertical, 20142019($Million) 
Table 62 MEA: Social Media Market Size, By Vertical, 20142019 ($Million) 
Table 63 CEM: Market Size, By Organization Size, 20142019 ($Million)
Table 64 CEM: Market Growth, By Organization Size, 20152019 (Y-O-Y %) 
Table 65 North America: Small and Medium Business Market Size, By Vertical, 20142019 ($Million) 
Table 66 Latin America: Small and Medium Business Market Size, By Vertical, 20142019 ($Million) 
Table 67 Europe: Small and Medium Business Market Size, By Vertical, 20142019 ($Million)
Table 68 APAC: Small and Medium Business Market Size, By Vertical, 20142019 ($Million)
Table 69 MEA: Small and Medium Business Market Size, By Vertical, 20142019 ($Million)
Table 70 North America: Large Enterprises Market Size, By Vertical, 20142019 ($Million)
Table 71 Latin America: Small and Medium Business Market Size, By Vertical, 20142019 ($Million) 
Table 72 Europe: Small and Medium Business Market Size, By Vertical, 20142019 ($Million)
Table 73 APAC: Small and Medium Business Market Size, By Vertical, 20142019 ($Million)
Table 74 MEA: Small and Medium Business Market Size, By Vertical, 20142019 ($Million)
Table 75 CEM: Market Size, By Vertical, 20142019 ($Million)
Table 76 CEM: Market Growth, By Vertical, 20152019, (Y-O-Y %)
Table 77 Communication Services Industry Market Size, By Type, 20142019 ($Million) 
Table 78 Communication Services Industry Market Size, By Touch Point, 20142019 ($Million) 
Table 79 Communication Services Industry Market Size, By Organization Size, 20142019 ($Million) 
Table 80 Communication Services Industry Market Size, By Region, 20142019 ($Million)
Table 81 Public Sector, Energy, and Utilities Industry Market Size, By Type, 20142019($Million) 
Table 82 Public Sector, Energy, and Utilities Industry Market Size, By Touch Point, 20142019 ($Million) 
Table 83 Public Sector, Energy, and Utilities Industry Market Size, By Organization Size, 20142019 ($Million) 
Table 84 Customer Experience Management: Public Sector, Energy, and Utilities Industry Market Size, By Region, 20142019 $Million)
Table 85 Banking, Finance, and Insurance Industry Market Size, By Type, 20142019 ($Million) 
Table 86 Banking, Finance, and Insurance Industry Market Size, By Touch Point, 20142019 ($Million) 
Table 87 Banking, Finance, and Insurance Industry Market Size, By Organization Size, 20142019 ($Million) 
Table 88 Banking, Finance, and Insurance Industry Market Size, By Region, 20142019 ($Million) 
Table 89 Healthcare Industry Market Size, By Type, 20142019 ($Million) 
Table 90 Healthcare Industry Market Size, By Touch Point, 20142019 ($Million) 
Table 91 Healthcare Industry Market Size, By Organization Size, 20142019 ($Million) 
Table 92 Healthcare Industry Market Size, By Region, 20142019 ($Million) 
Table 93 Automotive and Transportation Industry Market Size, By Type, 20142019 ($Million) 
Table 94 Automotive and Transportation Industry Market Size, By Touch Point, 20142019 ($Million) 
Table 95 Automotive and Transportation Industry Market Size, By Organization Size, 20142019 ($Million) 
Table 96 Automotive and Transportation Industry Market Size, By Region,20142019 ($Million) 
Table 97 Consumer Goods and Retail Market Size, By Type, 20142019 ($Million) 
Table 98 Consumer Goods and Retail Industry Market Size, By Touch Point, 20142019 ($Million) 
Table 99 Consumer Goods and Retail Industry Market Size, By Organization Size, 20142019 ($Million) 
Table 100 Consumer Goods and Retail Industry Market Size, By Region,20142019 ($Million) 
Table 101 Media and Entertainment Industry Market Size, By Type, 20142019 ($Million) 
Table 102 Media and Entertainment Industry Market Size, By Touch Point, 20142019 ($Million) 
Table 103 Media and Entertainment Industry Market Size, By Organization Size,20142019 ($Million) 
Table 104 Media and Entertainment Industry Market Size, By Region, 20142019 ($Million) 
Table 105 Travel and Hospitality Industry Market Size, By Type, 20142019 ($Million) 
Table 106 Travel and Hospitality Industry Market Size, By Touch Point, 20142019 ($Million)
Table 107 Travel and Hospitality Industry Market Size, By Organization Size,20142019 ($Million) 
Table 108 Travel and Hospitality Industry Market Size, By Region, 20142019 ($Million) 
Table 109 Manufacturing Industry Market Size, By Type, 20142019 ($Million) 
Table 110 Manufacturing Industry Market Size, By Touch Point, 20142019 ($Million) 
Table 111 Manufacturing Industry Market Size, By Organization Size, 20142019 ($Million)
Table 112 Manufacturing Industry Market Size, By Region, 20142019 ($Million) 
Table 113 Others Industry Market Size, By Type, 20142019 ($Million)
Table 114 Others Industry Market Size, By Touch Point, 20142019 ($Million) 
Table 115 Others Industry Market Size, By Organization Size, 20142019 ($Million) 
Table 116 Others Industry Market Size, By Region, 20142019 ($Million)
Table 117 Telco CEM: Market Size, By Region, 20142019 ($Million)
Table 118 CEM: Market Size, By Region, 20142019 ($Million)
Table 119 CEM: Market Growth, By Region, 20152019, Y-O-Y (%)
Table 120 NA: CEM, Market Size, By Type, 20142019 ($Million)
Table 121 NA: CEM, Market Size, By Touch Point, 20142019 ($Million)
Table 122 NA: CEM, Market Size, By Organization Size, 20142019 ($Million) 
Table 123 LA: CEM, Market Size, By Type, 20142019 ($Million)
Table 124 LA: CEM, Market Size, By Touch Point, 20142019 ($Million)
Table 125 LA: CEM, Market Size, By Organization Size, 20142019 ($Million) 
Table 126 Europe: CEM, Market Size, By Type, 20142019 ($Million)
Table 127 Europe: CEM, Market Size, By Touch Point, 20142019 ($Million) 
Table 128 Europe: CEM, Market Size, By Organization Size, 20142019 ($Million) 
Table 129 APAC: CEM, Market Size,By Type, 20142019 ($Million)
Table 130 APAC: CEM, Market Size, By Touch Point, 20142019 ($Million)
Table 131 APAC: CEM, Market Size, By Organization Size, 20142019 ($Million) 
Table 132 MEA: CEM, Market Size, By Type, 20142019 ($Million)
Table 133 MEA: CEM, Market Size, By Touch Point, 20142019 ($Million)
Table 134 MEA: CEM, Market Size, By Organization Size, 20142019 ($Million) 


List of Figures (15 Figures)

Figure 1 CEM: Research Methodology
Figure 2 Global CEM Market: Data Triangulation and Market Forecasting
Figure 3 CEM: Market Size, 2014-2019 ($Million),
Market Growth, 2015-2019 (Y-O-Y %) 
Figure 4 CEM Process
Figure 5 Evolution of CEM
Figure 6 CEM: Market Segmentation
Figure 7 CEM: Time-Impact Analysis of Dynamics
Figure 8 Business Value Analysis
Figure 9 CEM Ecosystem
Figure 10 CEM: Market Size, By Type, 2014 2019 ($Million), Market Growth, 2015 2019 (Y-O-Y %) 
Figure 11 CEM: Market Size, By Touch Point, 20142019 ($Million), Market Growth, 20152019 (Y-O-Y %)
Figure 12 CEM: Market Size, By Organization Size, 20142019 ($Million), Market Growth, 20152019 (Y-O-Y)
Figure 13 CEM: Market Size, By Vertical, 20142019 ($Million), Market Growth, 20152019 (Y-O-Y %) 
Figure 14 CEM: Market Size, By Vertical 20142019 ($Million), Market Growth, 20152019 (Y-O-Y %) 
Figure 15 Competitive Ecosystem

Customer Experience Management (CEM) is the overriding concept driven from high competition among various industry verticals. To achieve success in this high dynamic world, companies have to implement innovative technologies to foster CEM. Telecom service, banking, finances and insurance, and consumer goods and retail markets provide huge opportunities for global CEM.

Communication Service Providers (CSP) use CEM solutions to avoid churn and enhance customer loyalty among their customers. With the decrease in Average Revenue Per User, the CSP are faced with the tough task of maintaining growth in this market. Moreover, due to the rise in competition in this segment, the CSP have to differentiate themselves from their competitors so that they can operate in this segment. Therefore, the providers use CEM solutions to better understand their customers and give their customers an enhanced experience, thus enabling customer loyalty.

MarketsandMarkets has segmented the Customer Experience Management (CEM) market by vertical, type, touch point, organization size, region, and vertical. CEM by type is segmented into enterprise feedback management, web analytics, speech analytics, and text analytics. By touch point, it is segmented into company website, branch/store, web, call center, mobile, and social media. By organization size, it is segmented into small and medium enterprises and enterprises. By vertical communication, it is segmented into service providers, public sector energy and utilities, banking and financial services, healthcare, automotive and transportation, media and entertainment, consumer goods and retail, travel and hospitality, and manufacturing.

MarketsandMarkets forecasts the Customer Experience Management market to grow from $3.77 billion in 2014 to $8.39 billion by 2019. This represents a Compound Annual Growth Rate (CAGR) of 17.3% from 2014 to 2019. The table given below highlights the overall market opportunity in terms of absolute dollar value and Year-over-Year (Y-o-Y) growth.

CEM Market Size, 20142019 ($Billion), Market Growth, 20152019 (Y-O-Y %)

Customer Experience Management CEM Market

Source: MarketsandMarkets Analysis

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