HOME Top Market Reports Customer Experience Management Market by Touch Point (Company Website, Branch/Store, Web, Call Center), Vertical (IT Communication Service Provider, BFSI, Healthcare, Manufacturing, Travel & hospitality), and Region - Global Forecast to 2021

Customer Experience Management Market by Touch Point (Company Website, Branch/Store, Web, Call Center), Vertical (IT Communication Service Provider, BFSI, Healthcare, Manufacturing, Travel & hospitality), and Region - Global Forecast to 2021

By: marketsandmarkets.com
Publishing Date: November 2016
Report Code: TC 2625

 

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The customer experience management market is estimated to grow from USD 5.06 Billion in 2016 to USD 13.18 Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 21.1% during 2016–2021. The base year considered for the study is 2015 and the market size forecast is from 2016 to 2021.

The objective of the research study is to provide detailed segmentation of the customer experience management market on the basis of touchpoint, vertical, and region. It also aims to provide information regarding the key factors influencing the market growth; strategically analyze subsegments with respect to individual growth trends, future prospects, and contribution to the total market; analyze opportunities in the market for stakeholders; provide strategic profiles of the key players in the market to comprehensively analyze their core competencies; and draw a competitive landscape of the market.

The research methodology used to estimate and forecast the customer experience management market begins with capturing data on key vendor revenues and the market size of the individual segments through secondary sources such as Customer Experience Professional Association (CXPA) and Interactive Customer Experience Association (ICX). The vendor offerings are also taken into consideration to determine market segmentation. The bottom-up procedure was employed to arrive at the overall market size of the global market from the individual technology segment in the market. After arriving at the overall market size, the total market was split into several segments and subsegments, which were then verified through primary research by conducting extensive interviews with key industry personnel, such as CEOs, VPs, directors, and executives. The data triangulation and market breakdown procedures were employed to complete the overall market engineering process and arrive at the exact statistics for all segments and subsegments. The breakdown of profiles of primary discussion participants is depicted in the below figure:

Customer Experience Management Market

To know about the assumptions considered for the study, download the pdf brochure

The customer experience management value chain includes analytics software vendors such as Oracle Corporation, OpenText Corporation, Avaya Inc., IBM Corporation, and others while the services vendors for customer experience management are Nokia networks, Tech Mahindra, MaritzCX, among others.

Target Audience

  • Communication Service Providers
  • Mobile Network Operators
  • IT Hardware/Software/Services Suppliers
  • Software and System Integrators
  • Value Added Resellers (VARs)
  • Software Developers

“The research study answers several questions for the stakeholders, primarily which market segments to focus in during the next two to five years for prioritizing the efforts and investments”.

Scope of the Report

The research report categorizes the CEM market to forecast the revenues and analyze the trends in each of the following subsegments:

By Touchpoint

  • Company Website
  • Branches/Stores
  • Call Centers
  • Mobile
  • Social Media
  • Email
  • Web
  • Others

By Vertical

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

By Region

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

Available Customizations

With the given market data, MarketsandMarkets offers customizations as per the company’s specific needs. The following customization options are available for the report:

Product Analysis

  • Product matrix which gives a detailed comparison of product portfolio of each company

Geographic Analysis

  • Further breakdown of the APAC customer experience management market
  • Further breakdown of the MEA market
  • Further breakdown of the Latin American market

Company Information

  • Detailed analysis and profiling of additional market players

Table of Contents

1 Introduction (Page No. - 13)
    1.1 Objectives of the Study
    1.2 Market Definition
    1.3 Study Scope
           1.3.1 Markets Covered
           1.3.2 Years Considered for the Study
    1.4 Currency
    1.5 Limitations
    1.6 Stakeholders

2 Research Methodology (Page No. - 16)
    2.1 Research Data
           2.1.1 Secondary Data
                    2.1.1.1 Key Data From Secondary Sources
           2.1.2 Primary Data
                    2.1.2.1 Key Data Taken From Primary Sources
                    2.1.2.2 Key Industry Insights
                    2.1.2.3 Breakdown of Primary Interviews
    2.2 Market Size Estimation
    2.3 Assumptions

3 Executive Summary (Page No. - 23)

4 Premium Insights (Page No. - 28)
    4.1 Attractive Market Opportunities in the Market
    4.2  Market By Touchpoint
    4.3 Customer Experience Management Market
    4.4 Market Potential
    4.5 Market By Vertical

5 Market Overview (Page No. - 31)
    5.1 Introduction
    5.2 Evolution
    5.3 Market Segmentation
           5.3.1 By Touchpoint
           5.3.2 By Vertical
           5.3.3 By Region
    5.4 Market Dynamics
           5.4.1 Drivers
                    5.4.1.1 Need for Consistent Customer Experience Management Throughout Customer Journey
                    5.4.1.2 Reducing Churn Out Rate of Customers
                    5.4.1.3 Rising Need of Competitive Differentiation
                    5.4.1.4 Growing E-Commerce and M-Commerce
           5.4.2 Restraints
                    5.4.2.1 Complexity in Data Synchronization
                    5.4.2.2 Subjective Expectations of Customers
           5.4.3 Opportunities
                    5.4.3.1 Major Focus on Virtual Touchpoints
                    5.4.3.2 Integral Part of Digital Market
           5.4.4 Challenges
                    5.4.4.1 Choosing the Right Mix of Technology and Personnel

6 Customer Experience Management Market, By Touchpoint (Page No. - 38)
    6.1 Introduction
    6.2 Company Website
    6.3 Branches/Stores
    6.4 Web
    6.5 Call Center
    6.6 Mobile
    6.7 Social Media
    6.8 Email
    6.9 Others

7 Customer Experience Management Market, By Vertical (Page No. - 50)
    7.1 Introduction
    7.2 IT Communication Service Providers
    7.3 Telecommunication Service Providers
    7.4 Public Sector, Energy & Utilities
    7.5 Banking, Financial Services & Insurance
    7.6 Healthcare
    7.7 Automotive & Transportation
    7.8 Consumer Goods & Retail
    7.9 Media & Entertainment
    7.10 Travel & Hospitality
    7.11 Manufacturing
    7.12 Others

8 Regional Analysis (Page No. - 59)
    8.1 Introduction
    8.2 North America
    8.3 Europe
    8.4 Asia-Pacific
    8.5 Middle East & Africa
    8.6 Latin America

9 Competitive Landscape (Page No. - 83)
    9.1 Overview
    9.2 Competitive Situation and Trends
           9.2.1 New Product Development & Launches
           9.2.2 Acquisitions
           9.2.3 Agreements, Partnerships & Collaborations

10 Company Profiles (Page No. - 88)
     10.1 Introduction
(Overview, Financials, Products & Services, Strategy, and Developments)*
     10.2 Adobe Systems Incorporated
     10.3 Oracle Corporation
     10.4 IBM Corporation
     10.5 Nokia Networks
     10.6 Avaya, Inc.
     10.7 Opentext Corporation
     10.8 Tech Mahindra Limited
     10.9 SDL PLC
     10.10 SAS Institute Inc.
     10.11 Medallia Inc
     10.12 Satmetrix Systems Inc.
     10.13 Clarabridge Inc.
     10.14 Maritzcx

*Details on Overview, Financials, Product & Services, Strategy, and Developments Might Not Be Captured in Case of Unlisted Companies.

11 Appendix (Page No. - 123)
     11.1 Other Developments
     11.2 Industry Experts
     11.3 Discussion Guide
     11.4 Knowledge Store: Marketsandmarkets’ Subscription Portal
     11.5 Introducing RT: Real-Time Market Intelligence
     11.6 Available Customizations
     11.7 Related Reports
     11.8 Author Details


List of Tables (70 Tables)

Table 1 Global Customer Experience Management Market Snapshot
Table 2 Market Size, By Touchpoint, 2014–2021 (USD Million)
Table 3 Company Website: Market Size, By Region, 2014–2021 (USD Million)
Table 4 Company Website: Market Size, By Vertical, 2014–2021 (USD Million)
Table 5 Branches/Stores: Market Size, By Region, 2014–2021 (USD Million)
Table 6 Branches/Stores: Market Size, By Vertical, 2014–2021 (USD Million)
Table 7 Web: Market Size, By Region, 2014–2021 (USD Million)
Table 8 Web: Market Size, By Vertical, 2014–2021 (USD Million)
Table 9 Call Center: Market Size, By Region, 2014–2021 (USD Million)
Table 10 Call Center: Market Size, By Vertical, 2014–2021 (USD Million)
Table 11 Mobile: Market Size, By Region, 2014–2021 (USD Million)
Table 12 Mobile: Market Size, By Vertical, 2014–2021 (USD Million)
Table 13 Social Media: Market Size, By Region, 2014–2021 (USD Million)
Table 14 Social Media: Market Size, By Vertical, 2014–2021 (USD Million)
Table 15 Email: Market Size, By Region, 2014–2021 (USD Million)
Table 16 Email: Market Size, By Vertical, 2014–2021 (USD Million)
Table 17 Others: Market Size, By Region, 2014–2021 (USD Million)
Table 18 Others: Market Size, By Vertical, 2014–2021 (USD Million)
Table 19 Customer Experience Management Market Size, By Vertical, 2014–2021 (USD Million)
Table 20 IT Communication Service Providers: Market Size, By Region, 2014–2021 (USD Million)
Table 21 Telecommunication Service Providers: Market Size, By Region, 2014–2021 (USD Million)
Table 22 Public Sector, Energy & Utilities: Market Size, By Region, 2014–2021 (USD Million)
Table 23 Banking, Financial Services & Insurance: Market Size, By Region, 2014–2021 (USD Million)
Table 24 Healthcare: Customer Experience Management Market Size, By Region, 2014–2021 (USD Million)
Table 25 Automotive & Transportation: Market Size, By Region, 2014–2021 (USD Million)
Table 26 Consumer Goods & Retail: Market Size, By Region, 2014–2021 (USD Million)
Table 27 Media & Entertainment: Market Size, By Region, 2014–2021 (USD Million)
Table 28 Travel & Hospitality: Market Size, By Region, 2014–2021 (USD Million)
Table 29 Manufacturing: Market Size, By Region, 2014–2021 (USD Million)
Table 30 Others: Market Size, By Region, 2014–2021 (USD Million)
Table 31 Customer Experience Management Market, By Region, 2016–2021 (USD Million)
Table 32 North America Market, By Touchpoint, 2016–2021 (USD Million)
Table 33 North America Market, By Vertical, 2016–2021 (USD Million)
Table 34 North America Market for IT Communication Service Providers, By Touchpoint, 2016–2021 (USD Million)
Table 35 North America Market for Telecommunication Service Providers, By Touchpoint, 2016–2021 (USD Million)
Table 36 North America Market for Public Sector, Energy & Utilities, By Touchpoint, 2016–2021 (USD Million)
Table 37 North America Market for Banking, Financial Services & Insurance, By Touchpoint, 2016–2021 (USD Million)
Table 38 North America Market for Healthcare, By Touchpoint, 2016–2021 (USD Million)
Table 39 North America Market for Automotive & Transportation, By Touchpoint, 2016–2021 (USD Million)
Table 40 North America Market for Consumer Goods & Retail, By Touchpoint, 2016–2021 (USD Million)
Table 41 North America Market for Media & Entertainment, By Touchpoint, 2016–2021 (USD Million)
Table 42 North America Market for Travel & Hospitality, By Touchpoint, 2016–2021 (USD Million)
Table 43 North America Market for Manufacturing, By Touchpoint, 2016–2021 (USD Million)
Table 44 North America Market for Other Verticals, By Touchpoint, 2016–2021 (USD Million)
Table 45 Europe Customer Experience Management Market, By Touchpoint, 2016–2021 (USD Million)
Table 46 Europe Market, By Vertical, 2016–2021 (USD Million)
Table 47 Asia-Pacific Market, By Touchpoint, 2016–2021 (USD Million)
Table 48 Asia-Pacific Market, By Vertical, 2016–2021 (USD Million)
Table 49 Asia-Pacific Market for IT Communication Service Providers, By Touchpoint, 2016–2021 (USD Million)
Table 50 Asia-Pacific Market for Telecommunication Service Provider, By Touchpoint, 2016–2021 (USD Million)
Table 51 Asia-Pacific Market for Public Sector, Energy & Utilities, By Touchpoint, 2016–2021 (USD Million)
Table 52 Asia-Pacific Market for Banking, Financial Services & Insurance, By Touchpoint, 2016–2021 (USD Million)
Table 53 Asia-Pacific Market for Healthcare, By Touchpoint, 2016–2021 (USD Million)
Table 54 Asia-Pacific Market for Automotive & Transportation, By Touchpoint, 2016–2021 (USD Million)
Table 55 Asia-Pacific Market for Consumer Goods & Retail, By Touchpoint, 2016–2021 (USD Million)
Table 56 Asia-Pacific Market for Media & Entertainment, By Touchpoint, 2016–2021 (USD Million)
Table 57 Asia-Pacific Market for Travel & Hospitality, By Touchpoint, 2016–2021 (USD Million)
Table 58 Asia-Pacific Market for Manufacturing, By Touchpoint, 2016–2021 (USD Million)
Table 59 Asia-Pacific Market for Other Verticals, By Touchpoint, 2016–2021 (USD Million)
Table 60 Middle East & Africa Market, By Touchpoint, 2016–2021 (USD Million)
Table 61 Middle East & Africa Market, By Vertical, 2016–2021 (USD Million)
Table 62 Latin America Market, By Touchpoint, 2016–2021 (USD Million)
Table 63 Latin America Customer Experience Management Market, By Vertical, 2016–2021 (USD Million)
Table 64 Market Developments Between 2013 and 2016
Table 65 New Product Development & Launches, 2014-2016
Table 66 Acquisitions, 2013-2016
Table 67 Agreements, Partnerships & Collaborations, 2015-2016
Table 68 New Product Launches/Developments, 2015-2016
Table 69 Acquisitions, 2015 and 2016
Table 70 Partnerships, Collaborations & Agreements, 2015


List of Figures (36 Figures)

Figure 1 Research Design
Figure 2 Market Size Estimation Methodology: Bottom-Up Approach
Figure 3 Market Size Estimation Methodology: Top-Down Approach
Figure 4 Data Triangulation
Figure 5 Mobile Touchpoint Segment Projected to Lead the Global Market During the Forecast Period
Figure 6 IT Communication Service Providers Vertical Projected to Be the Largest Segment During the Forecast Period
Figure 7 North America to Account for the Largest Share of Customer Experience Management Market in 2016
Figure 8 Increasing Focus on Managing End to End Customer Journey Propelling the Growth of Customer Experience Management Market
Figure 9 Mobile Touchpoint Segment Projected to Be the Fastest Growing Touch Point During the Forecast Period
Figure 10 North America Region to Dominate the Customer Experience Management Market During the Forecast Period
Figure 11 Asia-Pacific CEM Market to Grow at the Highest CAGR During the Forecast Period
Figure 12 Manufacturing Vertical Projected to Be the Fastest-Growing Vertical During the Forecast Period
Figure 13 Advancements in Communication Technology are the Major Driving Factors for Customer Experience Management Market
Figure 14 Market Segmentation: By Touchpoint
Figure 15 Market Segmentation: By Vertical
Figure 16 Market Segmentation: By Region
Figure 17 Market Drivers, Restraints, Opportunities, and Challenges
Figure 18 Call Center Segment to Dominate the Market in 2016
Figure 19 Telecommunication Service Provider Segment Projected to Dominate the Customer Experience Management Market in 2016
Figure 20 North America Estimated to Be the Largest Market for Customer Experience Management Market in 2016
Figure 21 Customer Experience Management Market in Asia-Pacific Projected to Grow at the Highest CAGR During the Forecast Period
Figure 22 North America Market Snapshot
Figure 23 Asia-Pacific Market Snapshot
Figure 24 Companies Adopted New Product Launches, Acquisitions, and Partnerships/Agreements/Collaborations as the Key Growth Strategies From 2013-2016
Figure 25 Battle for Market Share: Acquisitions and Partnerships, Collaborations & Agreements and are the Key Strategies
Figure 26 Regional Revenue Mix of Top Five Market Players
Figure 27 Adobe Systems Incorporated: Company Snapshot
Figure 28 Adobe Systems Incorporated: SWOT Analysis
Figure 29 Oracle Corporation: Company Snapshot
Figure 30 Oracle Corporation: SWOT Analysis
Figure 31 IBM Corporation: Company Snapshot
Figure 32 IBM: SWOT Analysis
Figure 33 Nokia Networks: Company Snapshot
Figure 34 Nokia Networks: SWOT Analysis
Figure 35 Avaya Inc: Company Snapshot
Figure 36 Avaya Inc: SWOT Analysis

The global customer experience management market is expected to grow from USD 5.06 Billion in 2016 to USD 13.18 Billion by 2021, at a CAGR of 21.1% during the forecast period. The primary drivers for the CEM market include increasing need to manage customer experience throughout the customer journey, need of retaining customers, providing competitive differentiation, and increasing e-commerce and m-commerce.

Among all touchpoints, the mobile segment is expected to grow at the highest rate during the forecast period. Mobile phones are used to access personal account information, conduct purchase transactions, receive service alerts, and request calls. In CEM, mobile phones play an important role in collecting customer feedback.

Among verticals, the manufacturing sector is expected witness the highest growth during the forecast period. This growth is primarily attributed to the focus of manufacturing companies on retaining existing and acquiring new customers. This sector also faces the challenge of increasing operational costs, economic fluctuations, and price wars. To tackle these issues, the manufacturing sector has adopted CEM solutions, which enable companies to optimize their workforce and decrease operational costs, thereby enriching customer experience across varied locations and touchpoints.

Among regions, Asia-Pacific is expected to grow at the highest rate during the forecast period. This growth is mainly attributed to the rapid growth in smartphone adoption and increasing e-commerce and m-commerce. Branch/store, mobile, and social media are the top three touchpoints in the Asia-Pacific region. This region has experienced a huge increase in smartphone users and this adoption rate is expected to grow during the forecast period. It has also fueled online mobile shopping and social media usage. Hence, organizations in this region are primarily focusing on increasing customer experience for mobile and social media touchpoints.

Customer Experience Management Market

Some of the factors restraining the customer experience management market growth are complexity in data synchronization and subjective expectations of customers. Most of the vendors have adopted agreements, collaborations, and partnerships as key strategies to enhance their client base and customer experience management offerings. Adobe Systems Incorporated (U.S.), Oracle Corporation (U.S.), IBM Corporation (U.S.), Nokia Networks (Finland), Tech Mahindra Limited (India), Avaya Inc. (U.S.), SDL (U.K.), SAS Institute Inc. (U.S.), and OpenText Corporation (Canada) are some of the major players operating in this market. These companies have followed both organic and inorganic growth strategies. For example, Adobe has focused on developing strategic partnerships in order to strengthen its position in customer experience management market while Oracle has adopted acquisitions as its primary growth strategy to enhance its products and services and expand its customer base.

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