Customer Experience Management Market

Table of Contents

1 Introduction (Page No. - 18)
    1.1 Objectives of the Study
    1.2 Market Definition
    1.3 Market Scope
           1.3.1 Market Segmentation
           1.3.2 Regional Scope
    1.4 Years Considered for the Study
    1.5 Currency
    1.6 Stakeholders

2 Research Methodology (Page No. - 22)
    2.1 Research Data
           2.1.1 Secondary Data
           2.1.2 Primary Data
                    2.1.2.1 Breakup of Primaries
                    2.1.2.2 Key Industry Insights
    2.2 Market Breakup and Data Triangulation
    2.3 Market Size Estimation
           2.3.1 Top-Down Approach
           2.3.2 Bottom-Up Approach
    2.4 Market Forecast
    2.5 Research Assumptions
    2.6 Limitations

3 Executive Summary (Page No. - 30)

4 Premium Insights (Page No. - 35)
    4.1 Attractive Opportunities in the Customer Experience Management Market
    4.2 Asia Pacific: Market By Component and Country
    4.3 Market Major Countries

5 Market Overview and Industry Trends (Page No. - 38)
    5.1 Introduction
    5.2 Evolution
    5.3 Market Dynamics
           5.3.1 Drivers
                    5.3.1.1 Need for Better Understanding Customers Increasing the Demand for Customer Experience Management Solutions
                    5.3.1.2 Customer-Related Scores Helping Organizations to Plan Better Customer Engagement Strategy
                    5.3.1.3 Customer Experience Management Solutions Help in Reducing Customer Churn Rates
           5.3.2 Restraints
                    5.3.2.1 Difficulty in Synchronizing Customer Experience Data Collected From Different Touchpoints Within Different Domains
           5.3.3 Opportunities
                    5.3.3.1 Customer Experience Solutions Help in Keeping Customer Engagement Through Omnichannel
                    5.3.3.2 Information Extracted From Customer Experience Solutions Can Be Used to Make Optimal Customer Experience Strategy
           5.3.4 Challenges
                    5.3.4.1 Difficulty in Getting Consistent Customer Experience Feedback Through All Channels
                    5.3.4.2 Difficulty in Consolidating Data of Customer in A Single Customer View
    5.4 Use Cases
           5.4.1 Use Case 1: Icici Bank Transforms Its Customer Experience With Genesys
           5.4.2 Use Case 2: Safaricom Uses Nokia Customer Experience Management on Demand
           5.4.3 Use Case 3: Schwan’s Company Uses Oracle Cross-Channel Marketing
           5.4.4 Use Case 4: OpenText and Livesite’s Solutions Help in Delivering Information According to Its Members’ Need and When They Need It

6 Customer Experience Management Market By Component (Page No. - 46)
    6.1 Introduction
    6.2 Solutions
           6.2.1 Omni-Channel
                    6.2.1.1 Omni-Channel Provides Seamless Experience Across Multiple Channels
           6.2.2 Machine Learning
                    6.2.2.1 Machine Learning Solution Learns From Prior Experiences of Customer Touchpoints to Enrich the Current and Future Interactions of Customers
           6.2.3 Analytics
                    6.2.3.1 Analytics Allow Organizations to Use Artificial Intelligence on the Feedback of Customers and Helps the Organizations to Offer Tailored Solutions
           6.2.4 Workforce Optimization
                    6.2.4.1 The Workforce Optimization Software Helps Optimize Agents’ Performance and Boosts the Productivity of the Organizations
    6.3 Services
           6.3.1 Professional Services
                    6.3.1.1 Consulting Services
                               6.3.1.1.1 Consulting Services Help Eliminate Complexities and Reintegrate Functions in A Simplified Environment By Meeting Clients’ Business Needs
                    6.3.1.2 Support & Maintenance Services
                               6.3.1.2.1 Support & Maintenance Services Help in Ensuring the Overall Development of the Customer Experience Management Solutions
                    6.3.1.3 Training
                               6.3.1.3.1 Training is Required to Ensure Cx Solutions Work at Their Optimum Performance Levels
           6.3.2 Managed Services
                    6.3.2.1 Managed Service Providers Handle End-To-End Deployment and After Sales Services for the Solutions.

7 Customer Experience Management Market By Touchpoint (Page No. - 54)
    7.1 Introduction
    7.2 Website
    7.3 Store
    7.4 Call Center
    7.5 Mobile App
    7.6 Social Media
    7.7 Email
    7.8 Virtual Assistant
    7.9 Others

8 Customer Experience Management Market By Deployment Type (Page No. - 57)
    8.1 Introduction
    8.2 On-Premises
           8.2.1 Data Security and Maintenance to Sustain the Growth of On-Premises Customer Experience Solutions Deployment
    8.3 Cloud
           8.3.1 Performance and Cost Efficiency to Increase Cloud Deployments of Customer Experience Management Solutions

9 Customer Experience Management Market By Vertical (Page No. - 61)
    9.1 Introduction
    9.2 IT and Telecom
           9.2.1 Intense Competition to Drive Growth of Customer Experience Market in the IT and Telecom Sector
    9.3 BFSI
           9.3.1 Growing Digital Mobility to Drive Growth of Customer Experience Market in the BFSI Sector
    9.4 Retail
           9.4.1 Changing Consumer Behavior to Drive Growth of Customer Experience Market in the Retail Sector
    9.5 Healthcare
           9.5.1 Improvement of Patient Experience to Drive Growth of Customer Experience Market in the Healthcare Sector
    9.6 Automotive
           9.6.1 Technological Innovations to Drive Growth of Customer Experience Market in the Automotive Sector
    9.7 Travel and Hospitality
           9.7.1 Growing Demand for Customer Engagement Services to Drive Growth of Customer Experience Market in the Travel and Hospitality Sector
    9.8 Media and Entertainment
           9.8.1 Increasing Digitization of Services to Drive Growth of Customer Experience Market in the Media and Entertainment Sector
    9.9 Public Sector
           9.9.1 Increasing Customer Expectation for Improved Services to Drive Growth of Customer Experience Market in the Public Sector
    9.1 Others

10 Customer Experience Management Market By Region (Page No. - 72)
     10.1 Introduction
     10.2 North America
             10.2.1 US
                       10.2.1.1 Rapid Adoption of Advanced Technologies Such as Cloud Computing, Ai, and Data Analytics to Drive the Growth of the US Customer Experience Management Market
             10.2.2 Canada
                       10.2.2.1 Rising Customer Expectations to Drive the Growth of the Market in Canada
     10.3 Europe
             10.3.1 UK
                       10.3.1.1 Growing Digital Transformation to Drive the Market in the UK
             10.3.2 Germany
                       10.3.2.1 Increase in Digital Mobility and Digital Spending to Drive the Growth of the Market in Germany
             10.3.3 France
                       10.3.3.1 Increasing Digital Transformation to Drive the Growth of the Market in France
             10.3.4 Rest of Europe
     10.4 Asia Pacific
             10.4.1 Australia & New Zealand
                       10.4.1.1 Rapid Technological Adoption to Drive the Growth of Customer Experience in Australia and New Zealand
             10.4.2 India
                       10.4.2.1 Growing Adoption of Customer-Centric Strategies By Businesses to Drive the Growth of the Market in India
             10.4.3 China
                       10.4.3.1 Increasing Adoption of Customer Experience Offerings in Various Sectors to Drive Market Growth in China
             10.4.4 Rest of Asia Pacific
     10.5 Latin America
             10.5.1 Brazil
                       10.5.1.1 Growing Adoption of Cloud Computing to Drive the Growth of the Market in Brazil
             10.5.2 Mexico
                       10.5.2.1 Rapid Digital Transformation to Drive the Growth of the Market in Mexico
             10.5.3 Rest of Latin America
     10.6 Middle East & Africa
             10.6.1 UAE
                       10.6.1.1 Adoption of Latest Technologies to Drive the Growth of the Market in the UAE
             10.6.2 Saudi Arabia
                       10.6.2.1 Adoption of Cloud Computing to Drive the Growth of the Market in Saudi Arabia
             10.6.3 South Africa
                       10.6.3.1 Strategic Implementation of Customer Experience By Businesses to Drive the Growth of the Market in South Africa
             10.6.4 Rest of Middle East & Africa

11 Competitive Landscape (Page No. - 96)
     11.1 Competitive Leadership Mapping
             11.1.1 Visionary Leaders
             11.1.2 Innovators
             11.1.3 Dynamic Differentiators
             11.1.4 Emerging Companies
     11.2 Strength of Product Portfolio
     11.3 Business Strategy Excellence
     11.4 Competitive Leadership Mapping (Start-Up/SMES)
             11.4.1 Progressive Companies
             11.4.2 Starting Blocks
             11.4.3 Responsive Companies
             11.4.4 Dynamic Companies
     11.5 Market Ranking for the Customer Experience Management Market, 2018

12 Company Profiles (Page No. - 103)
(Business Overview, Products & Solutions, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
     12.1 Adobe Systems
     12.2 IBM
     12.3 Oracle Corporation
     12.4 Avaya Inc.
     12.5 NICE Systems
     12.6 Nokia
     12.7 SAP
     12.8 OpenText
     12.9 Tech Mahindra
     12.10 Verint Systems
     12.11 Zendesk
     12.12 SDL
     12.13 MaritzCX
     12.14 Medallia
     12.15 InMoment
     12.16 SAS Institute
     12.17 Clarabridge
     12.18 Sitecore

*Details on Business Overview, Products & Solutions, Key Insights, Recent Developments, SWOT Analysis, MnM View Might Not Be Captured in Case of Unlisted Companies.

13 Appendix (Page No. - 144)
     13.1 Industry Excerpts
     13.2 Discussion Guide
     13.3 Knowledge Store: Marketsandmarkets’ Subscription Portal
     13.4 Available Customizations
     13.5 Related Reports
     13.6 Author Details

List of Tables (51 Tables)

Table 1 Factor Analysis
Table 2 Customer Experience Management Market Size, By Component, 2019—2024 (USD Million)
Table 3 Solutions: Market Size By Region, 2019—2024 (USD Million)
Table 4 Services: Market Size By Region, 2019—2024 (USD Million)
Table 5 Services: Market Size By Type, 2019—2024 (USD Million)
Table 6 Professional Services: Market Size By Type, 2019—2024 (USD Million)
Table 7 Managed Services: Market Size By Region, 2019—2024 (USD Million)
Table 8 Customer Experience Management Market, By Deployment Type, 2019–2024 (USD Million)
Table 9 On-Premises: Market By Region, 2019–2024 (USD Million)
Table 10 Cloud: Market By Region, 2019–2024 (USD Million)
Table 11 Customer Experience Management Market, By Vertical, 2019–2024 (USD Million)
Table 12 IT & Telecom: Market By Region, 2019–2024 (USD Million)
Table 13 BFSI: Market By Region, 2019–2024 (USD Million)
Table 14 Retail: Market By Region, 2019–2024 (USD Million)
Table 15 Healthcare: Market Size By Region, 2019–2024 (USD Million)
Table 16 Automotive: Market By Region, 2019–2024 (USD Million)
Table 17 Travel & Hospitality: Market By Region, 2019–2024 (USD Million)
Table 18 Media & Entertainment: Market By Region, 2019–2024 (USD Million)
Table 19 Public Sector: Market By Region, 2019–2024 (USD Million)
Table 20 Others: Market By Region, 2019–2024 (USD Million)
Table 21 Customer Experience Management Market, By Region, 2019–2024 (USD Million)
Table 22 North America: Market By Component, 2019–2024 (USD Million)
Table 23 North America: Market By Services, 2019–2024 (USD Million)
Table 24 North America: Market By Professional Services, 2019–2024 (USD Million)
Table 25 North America: Market By Vertical, 2019–2024 (USD Million)
Table 26 North America: Market By Deployment Type, 2019–2024 (USD Million)
Table 27 North America: Market By Country, 2019–2024 (USD Million)
Table 28 Europe: Customer Experience Management Market, By Component, 2019–2024 (USD Million)
Table 29 Europe: Market By Services, 2019–2024 (USD Million)
Table 30 Europe: Market By Professional Services, 2019–2024 (USD Million)
Table 31 Europe: Market By Vertical, 2019–2024 (USD Million)
Table 32 Europe: Market By Deployment Type, 2019–2024 (USD Million)
Table 33 Europe: Market By Country, 2019–2024 (USD Million)
Table 34 Asia Pacific: Customer Experience Management Market, By Component, 2019–2024 (USD Million)
Table 35 Asia Pacific: Market By Services, 2019–2024 (USD Million)
Table 36 Asia Pacific: Market By Professional Services, 2019–2024 (USD Million)
Table 37 Asia Pacific: Market By Vertical, 2019–2024 (USD Million)
Table 38 Asia Pacific: Market By Deployment Type, 2019–2024 (USD Million)
Table 39 Asia Pacific: Market By Country, 2019–2024 (USD Million)
Table 40 Latin America: Customer Experience Management Market, By Component, 2019–2024 (USD Million)
Table 41 Latin America: Market By Services, 2019–2024 (USD Million)
Table 42 Latin America: Market By Professional Services, 2019–2024 (USD Million)
Table 43 Latin America: Market By Vertical, 2019–2024 (USD Million)
Table 44 Latin America: Market By Deployment Type, 2019–2024 (USD Million)
Table 45 Latin America: Market By Country, 2019–2024 (USD Million)
Table 46 Middle East & Africa: Customer Experience Management Market, By Component, 2019–2024 (USD Million)
Table 47 Middle East & Africa: Market By Services, 2019–2024 (USD Million)
Table 48 Middle East and Africa: Market By Professional Services, 2019–2024 (USD Million)
Table 49 Middle East & Africa: Market By Vertical, 2019–2024 (USD Million)
Table 50 Middle East & Africa: Market By Deployment Type, 2019–2024 (USD Million)
Table 51 Middle East & Africa: Market By Country, 2019–2024 (USD Million)
 
 
List of Figures (42 Figures)
 
Figure 1 Customer Experience Management Market: Research Design
Figure 2 Breakup of Profiles of Primary Participants: By Company Type, Designation, and Region
Figure 3 Market: Top-Down and Bottom-Up Approaches
Figure 4 Market Size, 2019-2024
Figure 5 Based on Component, Solutions Segment Estimated to Lead Customer Experience Management Market in 2019
Figure 6 Based on Deployment Type, Cloud Segment Estimated to Account for Larger Market Share in 2019, Compared to On-Premises Segment
Figure 7 Based on Vertical, Travel & Hospitality Segment is Estimated to Lead the Market in 2019
Figure 8 Customer Experience Management Market: Regional Snapshot
Figure 9 Increasing Use of Customer-Related Scores By Organizations to Plan Better Customer Engagement Strategy is Expected to Grow the Market From 2019 to 2024
Figure 10 Solutions Segment and Australia & New Zealand Estimated to Account for the Largest Market Share in Asia Pacific in 2019
Figure 11 India and South Africa Projected to Register Highest CAGR From 2019 to 2024
Figure 12 Advancements in Communication Technology are Major Driving Factors for Market
Figure 13 Drivers, Restraints, Opportunities, and Challenges: Customer Experience Management Market
Figure 14 Services Segment to Grow at A Higher CAGR During the Forecast Period (2019-2024)
Figure 15 Cloud Segment Expected to Account for Larger Market Size During the Forecast Period
Figure 16 Automotive Segment Projected to Grow at the Highest CAGR During the Forecast Period
Figure 17 North America Estimated to Hold the Largest Market Share During the Forecast Period
Figure 18 Asia Pacific Customer Experience Management Market to Grow at the Highest CAGR During the Forecast Period
Figure 19 North America: Market Snapshot
Figure 20 Asia Pacific: Market Snapshot
Figure 21 Customer Experience Management Market (Global) Competitive Leadership Mapping
Figure 22 Market Competitive Leadership Mapping, Startup Companies, 2019
Figure 23 Market Ranking, 2018
Figure 24 Adobe Systems: Company Snapshot
Figure 25 Adobe Systems: SWOT Analysis
Figure 26 IBM: Company Snapshot
Figure 27 IBM: SWOT Analysis
Figure 28 Oracle Corporation: Company Snapshot
Figure 29 Oracle: SWOT Analysis
Figure 30 Avaya Inc.: Company Snapshot
Figure 31 Avaya: SWOT Analysis
Figure 32 NICE Systems: Company Snapshot
Figure 33 NICE Systems: SWOT Analysis
Figure 34 Nokia: Company Snapshot
Figure 35 Nokia: SWOT Analysis
Figure 36 SAP: Company Snapshot
Figure 37 SAP: SWOT Analysis
Figure 38 OpenText: Company Snapshot
Figure 39 Tech Mahindra: Company Snapshot
Figure 40 Verint Systems: Company Snapshot
Figure 41 Zendesk: Company Snapshot
Figure 42 SDL: Company Snapshot

The study involved 4 major activities to estimate the current size of the customer experience management market. Exhaustive secondary research was done to collect information on the market, the peer market, and the parent market. The next step was to validate these findings, assumptions, and sizing with the industry experts across the value chain through primary research. Both top-down and bottom-up approaches were employed to estimate the complete market size. Thereafter, the market breakup and data triangulation procedures were used to estimate the market size of segments and subsegments of the customer experience management market.

Secondary Research

In the secondary research process, various secondary sources, such as D&B Hoovers, Bloomberg BusinessWeek, and Factiva, have been referred to identify and collect information for this study. These secondary sources included annual reports; press releases and investor presentations of companies; whitepapers, certified publications, and articles by recognized authors; gold standard and silver standard websites; crypto asset management technology Research and Development (R&D) organizations; regulatory bodies; and databases.

Primary Research

Various primary sources from both the supply and demand sides of the customer experience management market ecosystem were interviewed to obtain qualitative and quantitative information for this study. The primary sources from the supply side included industry experts, such as Chief Executive Officers (CEOs), Vice Presidents (VPs), marketing directors, technology and innovation directors, and related key executives from various vendors who provide customer experience management solution in the targeted regions. All possible parameters that affect the market covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data. The following is the breakup of the primary respondents’ profiles:

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

Market Size Estimation

For making market estimates and forecasting the customer experience management market and the other dependent submarkets, the top-down and bottom-up approaches were used. The bottom-up procedure was used to arrive at the overall size of the global customer experience management market using the revenues and offerings of the key companies in the market. The research methodology used to estimate the market size includes the following:

• The key players in the market were identified through extensive secondary research.
• The market size, in terms of value, was determined through primary and secondary research processes.
• All percentage shares, splits, and breakups were determined using secondary sources and verified through primary sources.

Data Triangulation

With data triangulation and validation through primary interviews, the exact value of the overall parent market size was determined and confirmed using this study. The overall market size was then used in the top-down procedure to estimate the size of other individual markets via percentage splits of the market segmentation.

Report Objectives

• To define, describe, and forecast the customer experience management market based on component (solutions and services), deployment type (on-premises and cloud), vertical, and region.
• To provide detailed information related to the major factors, such as drivers, restraints, opportunities, and challenges, influencing the growth of the market
• To analyze the market subsegments with respect to individual growth trends, prospects, and contributions to the total market
• To analyze the opportunities in the market for stakeholders and provide the competitive landscape of the market
• To forecast the revenue of the market segments with respect to 5 major regions, namely North America, Europe, Asia Pacific (APAC), Latin America (LATAM), and the Middle East & Africa (MEA).
• To profile the key players and comprehensively analyze their recent developments and positioning in the market
• To analyze the competitive developments, such as mergers & acquisitions, new product developments, and R&D activities in the market

Scope of the Report

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

By Component

• Solutions
• Services
  • Professional Services
  • Managed Services

By Region

• North America
• Europe
• APAC
• LATAM
• MEA

By Vertical

• Retail
• BFSI
• Travel & Hospitality
• IT & Telecom
• Healthcare
• Automotive
• Media & Entertainment
• Public Sector
• Others (Education, Transportation, and Logistics)

By Component

• Cloud
• On-premises

Available Customizations

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

Product Analysis

• Product matrix provides detailed product information and comparisons

Geographic Analysis

• Further breakup of the North American customer experience management market
• Further breakup of the European customer experience management market
• Further breakup of the APAC customer experience management market
• Further breakup of the Latin American customer experience management market
• Further breakup of the MEA customer experience management market

Company Information

• Detailed analysis and profiling of additional market players