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 2022

The customer experience management market was valued at USD 5.07 Billion in 2016 and is expected to reach USD 16.91 Billion by 2022, at a Compound Annual Growth Rate (CAGR) of 23.1% during the forecast period.  The base year considered for the study is 2016 and the forecast period is from 2017 to 2022

Objectives of the study:

• To determine and forecast the global customer experience management market based on touchpoint, vertical, and region from 2017 to 2022, and analyze various macro and micro-economic factors that affect market growth
• To forecast the size of market segments with respect to five main regions, namely, North America, Europe, Asia Pacific (APAC), Middle East & Africa (MEA), and Latin America
• To provide detailed information regarding major factors, such as drivers, restraints, opportunities, and challenges influencing the growth of themarket
• To strategically analyze each submarket with respect to individual growth trends, prospects, and contribution to the total market
• To analyze the opportunities in the market for stakeholders by identifying high-growth segments of the market
• To profile key market players, provide comparative analysis based on business overviews, product offerings, regional presence, business strategies, key financials, with the help of in-house statistical tools to understand the competitive landscape
• To track and analyze competitive developments, such as mergers & acquisitions, product developments, partnerships & collaborations, and Research & Development (R&D) activities in the market

The research methodology used to estimate and forecast the customer experience management market size begins with capturing of data of key vendor revenues through secondary research, such as annual reports, white papers, certified publications, databases, such as Factiva and Hoovers, press releases, and investor presentations of customer experience management solutions providers, as well as articles from recognized industry associations, statistics bureaus, and government publishing sources. Vendor offerings were also taken into consideration to determine market segmentations. The bottom-up procedure was employed to arrive at the overall global market size from the revenues of key market players. 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 individuals, such as Chief Executive Officers (CEOs), Vice Presidents (VPs), directors, and executives. 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 the profiles of primary participants is depicted in the figure below:

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

The customer experience management market ecosystem includes key players, such as Adobe Systems (US), Oracle (US), IBM (US), Nokia (Finland), Tech Mahindra (India), Avaya (US), OpenText (Canada), NICE Systems (Israel), Verint (US), MartizCX (US), Medallia (US), Qualtrics (US), and InMoment (US), among others that provide customer experience management solutions.

Key Target Audience

• Customer Experience Management Solution Providers
• Industries
• IT Hardware/Software/Services Suppliers
• Software and System Integrators
• Value Added Resellers (VARs)
• Software Developers
• Application Developers
• Research Organizations

Scope of the Report

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

By Touchpoint

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

By Vertical

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

By Region

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

Available Customizations

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

Geographic Analysis

• Further country-level breakdown of the North America customer experience management market
• Further country-level breakdown of the Europe market
• Further country-level breakdown of the Asia Pacific (APAC) market
• Further country-level breakdown of the Middle East & Africa market
• Further country-level breakdown of the Latin America market

Company Information

• Detailed analysis and profiles of additional market players

Table of Contents

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

2 Research Methodology (Page No. - 16)
    2.1 Research Data
           2.1.1 Secondary Data
           2.1.2 Primary Data
                    2.1.2.1 Breakdown of Primaries
                    2.1.2.2 Key Industry Insights
    2.2 Market Size Estimation
    2.3 Research Assumptions
    2.4 Limitations

3 Executive Summary (Page No. - 23)

4 Premium Insights (Page No. - 26)
    4.1 Attractive Market Opportunities in the Market
    4.2 North America: Market By Vertical
    4.3 Europe: Market By Touchpoint
    4.4 Customer Experience Management Market, By Region

5 Market Overview (Page No. - 29)
    5.1 Introduction
    5.2 Evolution
    5.3 Market Dynamics
           5.3.1 Drivers
                    5.3.1.1 Need for Effective Customer Accessibility Throughout the Customer Journey
                    5.3.1.2 Increasing Adoption of Customer Experience Management Solutions to Reduce Customer Churn Rate
                    5.3.1.3 Rising Need for Competitive Differentiation
                    5.3.1.4 Increasing Usage of E-Commerce and M-Commerce Platforms
           5.3.2 Restraints
                    5.3.2.1 Data Synchronization Between Customer Experience Management Solutions and Other Technologies
                    5.3.2.2 Personalized Expectations of Customers
           5.3.3 Opportunities
                    5.3.3.1 Major Focus on Virtual Touchpoints
                    5.3.3.2 Integral Part of the Digital Market
                    5.3.3.3 Rise in Demand for Employee Engagement Solutions
           5.3.4 Challenges
                    5.3.4.1 Choosing the Proper Mix of Technology and Personnel
    5.4 Case Studies
           5.4.1 Case Study #1: ICICI Bank Transforms Its Customer Experience With Genesys
           5.4.2 Case Study #2: Safaricom Uses Nokia Customer Experience Management on Demand
           5.4.3 Case Study #3: Schwan’s Company Uses Oracle Cross-Channel Marketing

6 Customer Experience Management Market, By Touchpoint (Page No. - 37)
    6.1 Introduction
    6.2 Company Website
    6.3 Branch/Store
    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. - 60)
    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. - 85)
    9.1 Overview
    9.2 Competitive Situations and Trends
           9.2.1 New Product Launches
           9.2.2 Expansions
           9.2.3 Mergers & Acquisitions
           9.2.4 Agreements, Partnerships, Contracts, Collaborations
    9.3 Market Ranking, By Key Player

10 Company Profiles (Page No. - 105)
(Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View)*
     10.1 Adobe Systems
     10.2 Oracle
     10.3 IBM
     10.4 Avaya
     10.5 Nice Systems
     10.6 Nokia
     10.7 Opentext
     10.8 Tech Mahindra
     10.9 Verint Systems
     10.10 Maritzcx
     10.11 Medallia
     10.12 Qualtrics
     10.13 Inmoment
     10.14 Key Innovators

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

11 Appendix (Page No. - 150)
     11.1 Industry Experts
     11.2 Discussion Guide
     11.3 Knowledge Store: Marketsandmarkets’ Subscription Portal
     11.4 Introducing RT: Real-Time Market Intelligence
     11.5 Available Customizations
     11.6 Related Reports
     11.7 Author Details

List of Tables (68 Tables)

Table 1 USD Exchange Rate, 2014 - 2016
Table 2 Customer Experience Management Market Size, By Touchpoint, 2015–2022 (USD Million)
Table 3 Company Website: Market Size, By Region, 2015–2022 (USD Million)
Table 4 Company Website: Market Size, By Vertical, 2015–2022 (USD Million)
Table 5 Branch/Store: Market Size, By Region, 2015–2022 (USD Million)
Table 6 Branch/Store: Market Size, By Vertical, 2015–2022 (USD Million)
Table 7 Web: Market Size, By Region, 2015–2022 (USD Million)
Table 8 Web: Market Size, By Vertical, 2015–2022 (USD Million)
Table 9 Call Center: Market Size, By Region, 2015–2022 (USD Million)
Table 10 Call Center: Market Size, By Vertical, 2015–2022 (USD Million)
Table 11 Mobile: Market Size, By Region, 2015–2022 (USD Million)
Table 12 Mobile: Market Size, By Vertical, 2015–2022 (USD Million)
Table 13 Social Media: Market Size, By Region, 2015–2022 (USD Million)
Table 14 Social Media: Market Size, By Vertical, 2015–2022 (USD Million)
Table 15 Email: Market Size, By Region, 2015–2022 (USD Million)
Table 16 Email: Market Size, By Vertical, 2015–2022 (USD Million)
Table 17 Others: Market Size, By Region, 2015–2022 (USD Million)
Table 18 Others: Market Size, By Vertical, 2015–2022 (USD Million)
Table 19 Customer Experience Management Market Size, By Vertical, 2015–2022 (USD Million)
Table 20 IT Communication Service Providers: Market Size, By Region, 2015–2022 (USD Million)
Table 21 Telecommunication Service Providers: Market Size, By Region, 2015–2022 (USD Million)
Table 22 Public Sector, Energy & Utilities: Market Size, By Region, 2015–2022 (USD Million)
Table 23 Banking, Financial Services & Insurance: Market Size, By Region, 2015–2022 (USD Million)
Table 24 Healthcare: Customer Experience Management Market Size, By Region, 2015–2022 (USD Million)
Table 25 Automotive & Transportation: Market Size, By Region, 2015–2022 (USD Million)
Table 26 Consumer Goods & Retail: Market Size, By Region, 2015–20221 (USD Million)
Table 27 Media & Entertainment: Market Size, By Region, 2015–2022 (USD Million)
Table 28 Travel & Hospitality: Market Size, By Region, 2015–2022 (USD Million)
Table 29 Manufacturing: Market Size, By Region, 2015–2022 (USD Million)
Table 30 Others: Market Size, By Region, 2015–2022 (USD Million)
Table 31 Customer Experience Management Market, By Region, 2015–2022 (USD Million)
Table 32 North America Market, By Touchpoint, 2015–2022 (USD Million)
Table 33 North America Market, By Vertical, 2015–2022 (USD Million)
Table 34 North America Market for IT Communication Service Providers, By Touchpoint, 2015–2022 (USD Million)
Table 35 North America Market for Telecommunication Service Providers, By Touchpoint, 2015–2022 (USD Million)
Table 36 North America Market for Public Sector, Energy & Utilities, By Touchpoint, 2015–2022 (USD Million)
Table 37 North America Market for Banking, Financial Services & Insurance, By Touchpoint, 2015–2022 (USD Million)
Table 38 North America Market for Healthcare, By Touchpoint, 2015–2022 (USD Million)
Table 39 North America Market for Automotive & Transportation, By Touchpoint, 2015–2022 (USD Million)
Table 40 North America Market for Consumer Goods & Retail, By Touchpoint, 2015–2022 (USD Million)
Table 41 North America Market for Media & Entertainment, By Touchpoint, 2015–2022(USD Million)
Table 42 North America Market for Travel & Hospitality, By Touchpoint, 2015–2022 (USD Million)
Table 43 North America Market for Manufacturing, By Touchpoint, 2015–2022 (USD Million)
Table 44 North America Market for Other Verticals, By Touchpoint, 2015–2022 (USD Million)
Table 45 Europe Customer Experience Management Market, By Touchpoint, 2015–2022 (USD Million)
Table 46 Europe Market, By Vertical, 2015–2022 (USD Million)
Table 47 Asia Pacific Market, By Touchpoint, 2015–2022 (USD Million)
Table 48 Asia Pacific Market, By Vertical, 2015–2022 (USD Million)
Table 49 Asia Pacific Market for IT Communication Service Providers, By Touchpoint, 2015–2022 (USD Million)
Table 50 Asia Pacific Market for Telecommunication Service Providers, By Touchpoint, 2015–2022 (USD Million)
Table 51 Asia Pacific Market for Public Sector, Energy & Utilities, By Touchpoint, 2015–2022 (USD Million)
Table 52 Asia Pacific Market for Banking, Financial Services & Insurance, By Touchpoint, 2015–2022 (USD Million)
Table 53 Asia Pacific Market for Healthcare, By Touchpoint, 2015–2022 (USD Million)
Table 54 Asia Pacific Market for Automotive & Transportation, By Touchpoint, 2015–2022 (USD Million)
Table 55 Asia Pacific Market for Consumer Goods & Retail, By Touchpoint, 2015–2022 (USD Million)
Table 56 Asia Pacific Market for Media & Entertainment, By Touchpoint, 2015–2022 (USD Million)
Table 57 Asia Pacific Market for Travel & Hospitality, By Touchpoint, 2015–2022 (USD Million)
Table 58 Asia Pacific Market for Manufacturing, By Touchpoint, 2015–2022 (USD Million)
Table 59 Asia Pacific Customer Experience Management Market for Others, By Touchpoint, 2015–2022 (USD Million)
Table 60 Middle East & Africa Market, By Touchpoint, 2015–2022 (USD Million)
Table 61 Middle East & Africa Market, By Vertical, 2015–2022 (USD Million)
Table 62 Latin America Market, By Touchpoint, 2015–2022 (USD Million)
Table 63 Latin America Market, By Vertical, 2015–2022 (USD Million)
Table 64 New Product Launches, 2014–2017
Table 65 Expansions, 2016–2017
Table 66 Mergers & Acquisitions, 2014–2017
Table 67 Agreements, Partnerships, Contracts, Collaborations, 2014–2017
Table 68 Market Ranking of Key Players, 2017

List of Figures (31 Figures)

Figure 1 Customer Experience Management Market: Research Design
Figure 2 Data Triangulation
Figure 3 Market Size Estimation Methodology: Bottom-Up Approach
Figure 4 Market Size Estimation Methodology: Top-Down Approach
Figure 5 Assumption
Figure 6 Market By Touchpoint (2017 vs 2022)
Figure 7 Market By Vertical (2017 vs 2022)
Figure 8 Market By Region (2017 vs 2022)
Figure 9 Growing Need Among Communication Service Providers to Increase Revenue Generation is Expected to Fuel the Growth of the Market
Figure 10 In North America, Travel & Hospitality Segment of the Market is Projected to Grow at the Highest CAGR From 2017 to 2022
Figure 11 In Europe, Mobile Segment of the Customer Experience Management Market is Projected to Grow at the Highest CAGR From 2017 to 2022
Figure 12 The Market in Asia Pacific is Projected to Grow at the Highest CAGR From 2017 to 2022
Figure 13 Advancements in Communication Technology to Be the Major Driving Factor for the Market
Figure 14 Customer Experience Management Market: Drivers, Restraints, Opportunities, and Challenges
Figure 15 Call Center Segment Estimated to Account for Major Share in the Market in 2017
Figure 16 Travel & Hospitality Segment is Projected to Grow at A Higher CAGR During the Forecast Period
Figure 17 North America Estimated to Be the Largest Market for Customer Experience Management in 2017
Figure 18 Customer Experience Management Market in the Asia Pacific Projected to Grow at the Highest CAGR During the Forecast Period
Figure 19 North America Market Snapshot
Figure 20 Asia Pacific Market Snapshot
Figure 21 Companies Adopted New Product Launches and Partnerships, Agreements, Contracts, & Collaborations as the Key Growth Strategies Till 2017
Figure 22 Market Evaluation Framework
Figure 23 Adobe Systems: Company Snapshot
Figure 24 Oracle: Company Snapshot
Figure 25 IBM: Company Snapshot
Figure 26 Avaya: Company Snapshot
Figure 27 Nice Systems: Company Snapshot
Figure 28 Nokia: Company Snapshot
Figure 29 Opentext: Company Snapshot
Figure 30 Tech Mahindra: Company Snapshot
Figure 31 Verint: Company Snapshot

The global customer experience management market is projected to grow from an estimated USD 5.98 Billion in 2017 to USD 16.91 Billion by 2022, at a Compound Annual Growth Rate (CAGR) of 23.1% during the forecast period. The increased adoption of different customer experience management solutions such as contact center solution, employee engagement solution, customer analytics solution, language translation services, and digital customer experience solution has leveraged industries to deploy customer experience management solutions.

The customer experience management market has been segmented based on touchpoint, vertical, and region. Based on touchpoint, the market has been further classified into company websites, branches/stores, web, call centers, mobiles, social media, emails, and others. In 2017, the call center segment is estimated to account for the largest share in the market. Call centers play a vital role in the customer experience management, whereby requests for products and services are made, and the acquired data is then transmitted through telephone, email, internet, fax, and videos to relevant clients.

Based on vertical, the market is segmented into IT communication service providers; telecommunication service providers; banking, financial services and insurance; consumer goods & retail; healthcare; automotive & transportation; travel & hospitality; public sector, energy & utilities; media & entertainment; manufacturing, and others. The telecommunication service providers segment is estimated to account for the largest market share in 2017. Customer analytics solutions play a crucial role in providing predictive customer intelligence, customer insights, and social media analytics.

As per geographic analysis, the North American region is estimated to lead the market in 2017. The growth of the North America customer experience management market can be attributed to the increased deployment of customer experience management solutions in the region where the technical expertise to integrate customer experience management solutions with other technologies in businesses is very high. The Asia Pacific customer experience management market is projected to grow at the highest CAGR during the forecast period. Growing economies and rise in smartphone adoption are major factors driving the growth of the Asia Pacific market.

A few factors restraining the growth of the market include the data synchronization between customer experience management solutions and other technologies, which results in limited investments in the development of new information technology infrastructure and delays in the deployment of various customer experience management solutions. Thus, the shortfall by organizations in the adoption of personalization techniques restrains the growth of the customer experience management market.

Key players in the Customer Experience Management market include Adobe Systems (US), Oracle (US), IBM (US), Nokia (Finland), Tech Mahindra (India), Avaya (US), OpenText (Canada), Nice Systems (Israel), Verint (US), MartizCX (US), Medallia (US), Qualtrics (US), and InMoment (US), among others. These companies are focusing on developing customer experience management solutions along with the adoption of growth strategies, such as partnerships and collaborations, contracts, mergers and acquisitions, new product launches, and business expansions to increase their shares in the market.

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