Customer Experience Management Market

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Customer Experience Management Market by Component (Solutions, Services), Touchpoint, Deployment Type, Organization Size, Vertical (Travel and Hospitality, BFSI, Retail, Healthcare, IT and Telecom), and Region - Global Forecast to 2026

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Report Code: TC 2625 Oct, 2021, by marketsandmarkets.com

[282 Pages Report] MarketsandMarkets forecasts the global Customer experience management Market size to grow from USD 9.5 billion in 2021 to USD 16.9 billion by 2026, at a Compound Annual Growth Rate (CAGR) of 12.3% during the forecast period. Primary driving factors for the market include increasing need to improve customer engagement and reduce customer churn rates, need for better understanding customers, and use of customer-related scores to plan better customer engagement strategy.

Customer Experience Management Market

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COVID-19 impact on global customer experience management market:

The outbreak of the COVID-19 has medium impact on the growth of the global market. The outbreak of COVID-19 has significantly impacted some of the core sectors, such as manufacturing, logistics and transportation, and retail; and has moderately impacted the non-core sectors, such as IT and telecom, and eCommerce. On the other hand, industry sectors, such as healthcare and public sector, are significantly adopting Customer Experience Management (CEM) solutions during the pandemic, due to a sudden rise in the number of customers.

COVID-19 cases are growing day-by-day, as several infected cases have been on the rise. In line with individuals, COVID-19 has a massive impact on large enterprises and SMEs. This would have a substantial impact on the global economy in terms of the decline in GDP. Since ages, SMEs are acting as the backbone of the economy. In the current situation, SMEs are the most affected due to the COVID-19 pandemic.

Market Dynamics

Driver: Customer loyalty and increased retention is the need of the hour

Customer experience plays an important role in keeping the customers hooked to the brand and nurturing them to brand loyalists. Satisfied customer experience is not only to visit the website or store multiple times but also to share their positive feedback about the brand. This would encourage other customers also to interact with the brand and also to retain and acquire more customers. According to the White House Office of Consumer Affairs, it costs 6 to 7 times more to acquire new customers than it does to retain current ones. According to Harvard Business Review, increasing customer retention by five percent can increase profits by 25% to 95%.

Restraint: Lack of innovation

To enhance customer experience, businesses operate solely on customers’ needs and wants, which can have a negative impact on a company’s creativity. When companies focus more on customer experience, they may resist coming up with ideas to improve products or create new products, so they lack innovation. While customers may know what they want, companies should use research and development to develop ideas customers may not think of on their own when surveyed about their needs.

Opportunity: Need for insights to predict customer intents

Organizations are finding CEM solutions as one of the vital tools to identify customer needs and predict their intents. The analytics feature of the solution provides an opportunity for marketers to predict the customers who are at risk of leaving and diverting from a product. The marketer could devise retention strategies and propose incentives to customers, such as discount coupons or product upgradation.

Challenge: Difficulty in ensuring CE RoI

Investing in customer experience brings a strong return on investment. The key is using data to prove the RoI of CE and convincing methodology to increase RoI. There are three main areas of focus for decision-makers: revenue growth, profit growth and stock price. To calculate and forecast the CE RoI, the business should make sure that every CE project or project with a CE element has a metric hypothesis linked with it before starting those factors in experience, operational, and financial success. Parallelly, they should track the measurable feedback for every initiative as and when required and then, transfer CE (experience and operational) return on investment into personal performance plans.

Among Componehts, the services to record a higher growth rate during the forecast period

In the customer experience management market by component, the services is expected to record a higher growth rate during the forecast period. The overall services segment has a major influence on the customer experience management market’s growth. These services assist end users in reducing overall costs, increasing overall revenues, and improving business performance. With the help of these services, organizations can track, evaluate, and analyze the requirements of their business to make better-informed decisions.

By deployment type, the cloud segment to constitute a larger market size during the forecast period

By deployment type, the customer experience management market has been segmented into on-premises and cloud. The cloud segment is expected to grow at a higher CAGR during the forecast period. With the cloud, organizations are able to achieve improved collaboration along with faster performance, responsiveness, and agility, all without having to operate a server infrastructure.

By organization size, the large enterprises segment to lead the market during 2021–2026

By organization size, the market has been bifurcated into SMEs and large enterprises. The adoption of CEM solutions in large enterprises is relatively higher as compared to SMEs. The affordability of large organizations and the large scale of economies allow these organizations to deploy CEM solutions.

By vertical, healthcare segment to register the highest CAGR during the forecast period.

The customer experience management market has been segmented based in vertical into IT and telecom; banking, financial services, and insurance (BFSI); retail; healthcare; automotive; travel and hospitality; media and entertainment; public sector; and others. Among these verticals, the healthcare vertical is projected to grow at the highest CAGR during the forecast period. The need to enhance patient experience is the major driver for the growth of CEM in the healthcare sector.

APAC to account for the highest market growth during the forecast period

APAC is expected to grow at the highest CAGR during the forecast period. The enormous population in the region has led to an extensive pool of subscriber base for companies. The increasing internet penetration and per-user online consumption have led organizations to enhance their offerings in the customer experience management market through digital touchpoints such as social media, websites, emails, virtual assistants, and call centers.

Customer Experience Management Market by Region

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Market Players

The report covers the competitive landscape and profiles major market players, as Adobe (US), IBM (US), Oracle (US), Avaya (US), Nice (Israel), Nokia (Finland), SAP (Germany), OpenText (Canada), Tech Mahindra (India), Verint Systems (US), Zendesk (US), Teradata (US), Sprinklr (US), Medallia (US), InMoment (US), SAS (US), Clarabridge (US), Sitecore (US), NGDATA (Belgium), Amperity (US), Mixpanel (US), Segment.io (US), ZephyrTel (US), MindTouch (US), Algonomy (US), and SoGoSurvey (US). These players have adopted several organic and inorganic growth strategies, including new product launches, partnerships and collaborations, and acquisitions, to expand their offerings and market shares in the global Customer experience management market.

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Scope of the Report

Report Metrics

Details

Market size available for years

2015-2026

Base year considered

2020

Forecast period

2021-2026

Forecast units

Value (USD Billion)

Segments covered

By Component, touchpoint, Deployment type, Organisation Size, Verticals

Regions covered

North America, Europe, APAC, MEA, and Latin America

Companies covered

Adobe (US), IBM (US), Oracle (US), Avaya (US), Nice (Israel), Nokia (Finland), SAP (Germany), OpenText (Canada), Tech Mahindra (India), Verint Systems (US), Zendesk (US), Teradata (US), Sprinklr (US), Medallia (US), InMoment (US), SAS Institute (US), Clarabridge (US), Sitecore (US), NGDATA (Belgium), Amperity (US), Mixpanel (US), Segment.io (US), ZephyrTel (US), MindTouch (US), Algonomy (US), and SoGoSurvey (US)

This research report categorizes the customer experience management to forecast revenue and analyze trends in each of the following submarkets:

Based on Component:

  • Solutions
    • Omnichannel
    • Machine learning
    • Analytics
    • Workforce optimization
  • Services
    • Professional services
      • Deployment and integration
      • Support and maintenance
      • Consulting and training
    • Managed services

Based on Touchpoint:

  • Websites
  • Stores
  • Call centers
  • Mobile apps
  • Social media
  • Emails
  • Virtual assistants
  • Other touchpoints (loyalty programs, surveys, sales representatives, seminars, trade shows, public speaking, and training)

Based on Deployment type:

  • On-Premises
  • Cloud

Based on Organisation Size:

  • Small and Medium Enterprises (SMEs)
  • Large Enterprises

Based on Vertical:

  • IT and Telecom
  • BFSI
  • Retail
  • Healthcare
  • Automotive
  • Travel and hospitality
  • Media and entertainment
  • Public sector
  • Other verticals (education, transportation, and logistics)

Based on Regions:

  • North America
    • US
    • Canada
  • Europe
    • UK
    • Germany
    • France
    • Rest of Europe
  • Asia Pacific (APAC)
    • Australia and New Zealand (ANZ)
    • China
    • India
    • Rest of APAC
  • Middle East and Africa (MEA)
    • United Arab Emirates (UAE)
    • South Africa
    • Saudi Arabia
    • Rest of MEA
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America

Recent Developments:

  • In July 2021, Southeast Asia Commercial Joint Stock Bank (SeABank) has transformed its business with products of Oracle Financial Services Performance and Balance Sheet Management Suite.
  • In March 2021, Adobe partnered with government agencies in 50 US states to power their digital modernization through Adobe Experience Cloud and Adobe Document Cloud.
  • In November 2020, SAP acquired Emarsys to integrate and add the products of Emarsys to the portfolio of SAP customer experience.

Frequently Asked Questions (FAQ):

To speak to our analyst for a discussion on the above findings, click Speak to Analyst

TABLE OF CONTENTS

1 INTRODUCTION (Page No. - 29)
    1.1 INTRODUCTION TO COVID-19
    1.2 COVID-19 HEALTH ASSESSMENT
           FIGURE 1 COVID-19: GLOBAL PROPAGATION
           FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES
    1.3 COVID-19 ECONOMIC ASSESSMENT
           FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020
           1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT
                    FIGURE 4 CRITERIA IMPACTING GLOBAL ECONOMY
                    FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF GLOBAL ECONOMY
    1.4 OBJECTIVES OF THE STUDY
    1.5 MARKET DEFINITION
           1.5.1 INCLUSIONS AND EXCLUSIONS
    1.6 MARKET SCOPE
           1.6.1 MARKET SEGMENTATION
           1.6.2 REGIONAL SCOPE
           1.6.3 YEARS CONSIDERED FOR THE STUDY
    1.7 CURRENCY CONSIDERED
                    TABLE 1 USD EXCHANGE RATES, 2018–2020
    1.8 STAKEHOLDERS
    1.9 SUMMARY OF CHANGES

2 RESEARCH METHODOLOGY (Page No. - 39)
    2.1 RESEARCH DATA
           FIGURE 6 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN
           2.1.1 SECONDARY DATA
           2.1.2 PRIMARY DATA
                    TABLE 2 PRIMARY INTERVIEWS
                    2.1.2.1 Breakup of primaries
                               FIGURE 7 BREAKUP OF PROFILES OF PRIMARY PARTICIPANTS: BY COMPANY TYPE, DESIGNATION, AND REGION
                    2.1.2.2 Key industry insights
    2.2 DATA TRIANGULATION
    2.3 MARKET SIZE ESTIMATION
           2.3.1 TOP-DOWN APPROACH
                    FIGURE 8 CUSTOMER EXPERIENCE MANAGEMENT SIZE ESTIMATION: TOP-DOWN APPROACH (SPENDING-SIDE ANALYSIS)
           2.3.2 BOTTOM-UP APPROACH
                    FIGURE 9 CUSTOMER EXPERIENCE MANAGEMENT SIZE ESTIMATION: BOTTOM-UP APPROACH (SUPPLY-SIDE ANALYSIS) (1/2)
                    FIGURE 10 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE ESTIMATION: BOTTOM-UP APPROACH (SUPPLY-SIDE ANALYSIS) (2/2)
    2.4 MARKET FORECAST
           TABLE 3 FACTOR ANALYSIS
    2.5 ASSUMPTIONS FOR THE STUDY
    2.6 LIMITATIONS OF THE STUDY

3 EXECUTIVE SUMMARY (Page No. - 47)
    FIGURE 11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2019–2026
    FIGURE 12 LEADING SEGMENTS IN THE MARKET, 2021
    FIGURE 13 MARKET: REGIONAL SHARES AND KEY DRIVING FACTORS, 2021

4 PREMIUM INSIGHTS (Page No. - 51)
    4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
           FIGURE 14 GROWING NEED TO ENHANCE CUSTOMER LOYALTY TO DRIVE THE MARKET
    4.2 MARKET, BY COMPONENT
           FIGURE 15 SOLUTIONS SEGMENT TO LEAD THE MARKET IN 2021
    4.3 MARKET, BY SERVICE
           FIGURE 16 MANAGED SERVICES SEGMENT TO ACCOUNT FOR A LARGER MARKET SHARE IN 2021
    4.4 MARKET, BY PROFESSIONAL SERVICE
           FIGURE 17 DEPLOYMENT AND INTEGRATION SERVICES SEGMENT TO ACCOUNT FOR THE LARGEST MARKET SHARE IN 2021
    4.5 MARKET, BY VERTICAL
           FIGURE 18 RETAIL SEGMENT TO LEAD THE MARKET IN 2021
    4.6 MARKET, BY DEPLOYMENT MODE
           FIGURE 19 CLOUD SEGMENT TO LEAD THE MARKET BY 2026
    4.7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION
           FIGURE 20 ASIA PACIFIC TO GROW AT THE HIGHEST RATE DURING THE FORECAST PERIOD
    4.8 ASIA PACIFIC: MARKET, BY COMPONENT AND COUNTRY
           FIGURE 21 SOLUTIONS SEGMENT AND ANZ ESTIMATED TO ACCOUNT FOR THE LARGEST RESPECTIVE MARKET SHARES IN ASIA PACIFIC IN 2021
    4.9 MARKET, BY COUNTRY
           FIGURE 22 INDIA TO REGISTER THE HIGHEST GROWTH DURING THE FORECAST PERIOD

5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 56)
    5.1 INTRODUCTION
           FIGURE 23 ADVANCEMENTS IN COMMUNICATION TECHNOLOGY ARE MAJOR DRIVING FACTORS FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
    5.2 MARKET DYNAMICS
           FIGURE 24 MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
           5.2.1 DRIVERS
                    5.2.1.1 Increased need for establishing the learning behavior with the customers
                    5.2.1.2 Increase in customer responsiveness and satisfaction would increase revenue
                               FIGURE 25 PERCENTAGE OF AGE GROUP EXPECTING RESPONSE WITHIN ONE HOUR IN 2020
                    5.2.1.3 Customer loyalty and increased retention is the need of the hour
                    5.2.1.4 Coordination among all customer contact channels and CEM managers would be established
                    5.2.1.5 Customer lifetime value can be calculated
                    5.2.1.6 Need for better understanding customers increasing the demand for CEM solutions
                    5.2.1.7 Customer-related scores generated for the organizations to plan better customer engagement strategy
                    5.2.1.8 CEM solutions reduce customer churn rates
                    5.2.1.9 CEM solutions keep customer engagement through omnichannel
           5.2.2 RESTRAINTS
                    5.2.2.1 Lack of innovation
                    5.2.2.2 Using incomplete data while calculation of CE matrix
                    5.2.2.3 Data synchronization complexities
           5.2.3 OPPORTUNITIES
                    5.2.3.1 Collection of all the information on a single platform
                    5.2.3.2 Need for insights to predict customer intents
                    5.2.3.3 Information extracted from CEM solutions can be used to make optimal CE strategy
           5.2.4 CHALLENGES
                    5.2.4.1 Difficulty in ensuring CE RoI
                    5.2.4.2 Concerns over data privacy and security issues
                    5.2.4.3 Difficulty in getting consistent CE feedback through all channels
                    5.2.4.4 Difficulty in synchronizing CE data collected from different touchpoints within different domains
    5.3 INDUSTRY TRENDS
           5.3.1 VALUE CHAIN ANALYSIS
                    FIGURE 26 CUSTOMER EXPERIENCE MANAGEMENT MARKET: VALUE CHAIN
           5.3.2 ECOSYSTEM
                    TABLE 4 MARKET: ECOSYSTEM
           5.3.3 PORTER’S FIVE FORCES MODEL
                    TABLE 5 IMPACT OF EACH FORCE ON THE MARKET
                    5.3.3.1 Threat of new entrants
                    5.3.3.2 Threat of substitutes
                    5.3.3.3 Bargaining power of suppliers
                    5.3.3.4 Bargaining power of buyers
                    5.3.3.5 Degree of competition
           5.3.4 TECHNOLOGY ANALYSIS
                    5.3.4.1 Big data and analytics
                    5.3.4.2 Cloud computing
                    5.3.4.3 Artificial intelligence and machine learning
                    5.3.4.4 Natural language processing
           5.3.5 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS/BUYERS
                    FIGURE 27 REVENUE SHIFT IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
           5.3.6 PATENT ANALYSIS
                    FIGURE 28 TOP TEN COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS
                    TABLE 6 US: TOP TWENTY PATENT OWNERS, 2021
                    FIGURE 29 NUMBER OF PATENTS GRANTED IN A YEAR, 2010–2021
           5.3.7 AVERAGE SELLING PRICE ANALYSIS
                    TABLE 7 AVERAGE SELLING PRICE RANGES OF SUBSCRIPTION-BASED CUSTOMER EXPERIENCE MANAGEMENT SYSTEMS
           5.3.8 USE CASES
                    TABLE 8 USE CASE 1: ORACLE
                    TABLE 9 USE CASE 2: ORACLE
                    TABLE 10 USE CASE 3: SAP
                    TABLE 11 USE CASE 4: OPENTEXT
                    TABLE 12 USE CASE 5: INMOMENT
                    TABLE 13 USE CASE 6: MEDALLIA
                    TABLE 14 USE CASE 7: SITECORE
                    TABLE 15 USE CASE 8: CLARABRIDGE
                    TABLE 16 USE CASE 9: NOKIA
                    TABLE 17 USE CASE 10: ORACLE
                    TABLE 18 USE CASE 11: OPENTEXT
    5.4 COVID-19 PANDEMIC-DRIVEN MARKET DYNAMICS AND FACTOR ANALYSIS
           5.4.1 OVERVIEW
           5.4.2 DRIVERS AND OPPORTUNITIES
           5.4.3 RESTRAINTS AND CHALLENGES
           5.4.4 CUMULATIVE GROWTH ANALYSIS
                    TABLE 19 MARKET: CUMULATIVE GROWTH ANALYSIS

6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT (Page No. - 81)
    6.1 INTRODUCTION
           FIGURE 30 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING 2021–2026
           TABLE 20 MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
           TABLE 21 MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
    6.2 SOLUTIONS
           6.2.1 SOLUTIONS: MARKET DRIVERS
           6.2.2 SOLUTIONS: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 22 CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
                    TABLE 23 SOLUTIONS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                    TABLE 24 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                    TABLE 25 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
           6.2.3 OMNICHANNEL
           6.2.4 MACHINE LEARNING
           6.2.5 ANALYTICS
           6.2.6 WORKFORCE OPTIMIZATION
    6.3 SERVICES
           6.3.1 SERVICES: MARKET DRIVERS
           6.3.2 SERVICES: IMPACT OF COVID-19 ON THE MARKET
                    FIGURE 31 MANAGED SERVICES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD
                    TABLE 26 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
                    TABLE 27 MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                    TABLE 28 CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
                    TABLE 29 CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                    TABLE 30 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                    TABLE 31 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
           6.3.3 PROFESSIONAL SERVICES
                    FIGURE 32 SUPPORT AND MAINTENANCE SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD
                    TABLE 32 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
                    TABLE 33 MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                    TABLE 34 CUSTOMER EXPERIENCE PROFESSIONAL SERVICES: MANAGEMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
                    TABLE 35 CUSTOMER EXPERIENCE PROFESSIONAL SERVICES MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                    TABLE 36 NORTH AMERICA: CUSTOMER EXPERIENCE PROFESSIONAL SERVICES MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                    TABLE 37 NORTH AMERICA: CUSTOMER EXPERIENCE PROFESSIONAL SERVICES MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
                    6.3.3.1 Deployment and Integration
                               TABLE 38 CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
                               TABLE 39 CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                               TABLE 40 NORTH AMERICA: CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                               TABLE 41 NORTH AMERICA: CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                    6.3.3.2 Support and Maintenance
                               TABLE 42 CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
                               TABLE 43 CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                               TABLE 44 NORTH AMERICA: CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                               TABLE 45 NORTH AMERICA: CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                    6.3.3.3 Consulting and Training
                               TABLE 46 CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
                               TABLE 47 CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                               TABLE 48 NORTH AMERICA: CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                               TABLE 49 NORTH AMERICA: CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
           6.3.4 MANAGED SERVICES
                    TABLE 50 CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
                    TABLE 51 CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                    TABLE 52 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                    TABLE 53 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)

7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT (Page No. - 98)
    7.1 INTRODUCTION
    7.2 WEBSITES
    7.3 STORES
    7.4 CALL CENTERS
    7.5 MOBILE APPS
    7.6 SOCIAL MEDIA
    7.7 EMAILS
    7.8 VIRTUAL ASSISTANTS
    7.9 OTHER TOUCHPOINTS

8 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE (Page No. - 101)
    8.1 INTRODUCTION
           FIGURE 33 CLOUD DEPLOYMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING THE FORECAST PERIOD
           TABLE 54 MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
           TABLE 55 MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
    8.2 ON-PREMISE
           8.2.1 ON-PREMISES: MARKET DRIVERS
           8.2.2 ON-PREMISES: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 56 ON-PREMISE DEPLOYMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
                    TABLE 57 ON-PREMISE DEPLOYMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                    TABLE 58 NORTH AMERICA: ON-PREMISE DEPLOYMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                    TABLE 59 NORTH AMERICA: ON-PREMISE DEPLOYMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
    8.3 CLOUD
           8.3.1 CLOUD: MARKET DRIVERS
           8.3.2 CLOUD: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 60 CLOUD DEPLOYMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
                    TABLE 61 CLOUD DEPLOYMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                    TABLE 62 NORTH AMERICA: CLOUD DEPLOYMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                    TABLE 63 NORTH AMERICA: CLOUD DEPLOYMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)

9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE (Page No. - 108)
    9.1 INTRODUCTION
           FIGURE 34 LARGE ENTERPRISES TO ACCOUNT FOR A LARGER MARKET SIZE DURING THE FORECAST PERIOD
           TABLE 64 MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
           TABLE 65 MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
    9.2 LARGE ENTERPRISES
           9.2.1 LARGE ENTERPRISES: MARKET DRIVERS
           9.2.2 LARGE ENTERPRISES: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 66 LARGE ENTERPRISES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
                    TABLE 67 LARGE ENTERPRISES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                    TABLE 68 NORTH AMERICA: LARGE ENTERPRISES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                    TABLE 69 NORTH AMERICA: LARGE ENTERPRISES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
    9.3 SMALL AND MEDIUM-SIZED ENTERPRISES
           9.3.1 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET DRIVERS
           9.3.2 SMALL AND MEDIUM-SIZED ENTERPRISES: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 70 SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
                    TABLE 71 SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
                    TABLE 72 NORTH AMERICA: SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                    TABLE 73 NORTH AMERICA: SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)

10 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL (Page No. - 115)
     10.1 INTRODUCTION
               FIGURE 35 HEALTHCARE SEGMENT IS PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
               TABLE 74 MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
               TABLE 75 MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
     10.2 IT AND TELECOM
             10.2.1 IT AND TELECOM: MARKET DRIVERS
             10.2.2 IT AND TELECOM: COVID-19 IMPACT
                       TABLE 76 MARKET SIZE IN IT AND TELECOM, BY REGION, 2015–2020 (USD MILLION)
                       TABLE 77 MARKET SIZE IN IT AND TELECOM, BY REGION, 2021–2026 (USD MILLION)
                       TABLE 78 NORTH AMERICA: MARKET SIZE IN IT AND TELECOM, BY COUNTRY, 2015–2020 (USD MILLION)
                       TABLE 79 NORTH AMERICA: MARKET SIZE IN IT AND TELECOM, BY COUNTRY, 2021–2026 (USD MILLION)
     10.3 BFSI
             10.3.1 BFSI: MARKET DRIVERS
             10.3.2 BFSI: COVID-19 IMPACT
                       TABLE 80 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN BFSI, BY REGION, 2015–2020 (USD MILLION)
                       TABLE 81 MARKET SIZE IN BFSI, BY REGION, 2021–2026 (USD MILLION)
                       TABLE 82 NORTH AMERICA: MARKET SIZE IN BFSI, BY COUNTRY, 2015–2020 (USD MILLION)
                       TABLE 83 NORTH AMERICA: MARKET SIZE IN BFSI, BY COUNTRY, 2021–2026 (USD MILLION)
     10.4 RETAIL
             10.4.1 RETAIL: MARKET DRIVERS
             10.4.2 RETAIL: COVID-19 IMPACT
                       TABLE 84 MARKET SIZE IN RETAIL, BY REGION, 2015–2020 (USD MILLION)
                       TABLE 85 MARKET SIZE IN RETAIL, BY REGION, 2021–2026 (USD MILLION)
                       TABLE 86 NORTH AMERICA: MARKET SIZE IN RETAIL, BY COUNTRY, 2015–2020 (USD MILLION)
                       TABLE 87 NORTH AMERICA: MARKET SIZE IN RETAIL, BY COUNTRY, 2021–2026 (USD MILLION)
     10.5 HEALTHCARE
             10.5.1 HEALTHCARE: MARKET DRIVERS
             10.5.2 HEALTHCARE: COVID-19 IMPACT
                       TABLE 88 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN HEALTHCARE, BY REGION, 2015–2020 (USD MILLION)
                       TABLE 89 MARKET SIZE IN HEALTHCARE, BY REGION, 2021–2026 (USD MILLION)
                       TABLE 90 NORTH AMERICA: MARKET SIZE IN HEALTHCARE, BY COUNTRY, 2015–2020 (USD MILLION)
                       TABLE 91 NORTH AMERICA: MARKET SIZE IN HEALTHCARE, BY COUNTRY, 2021–2026 (USD MILLION)
     10.6 AUTOMOTIVE
             10.6.1 AUTOMOTIVE: MARKET DRIVERS
             10.6.2 AUTOMOTIVE: COVID-19 IMPACT
                       TABLE 92 MARKET SIZE IN AUTOMOTIVE, BY REGION, 2015–2020 (USD MILLION)
                       TABLE 93 MARKET SIZE IN AUTOMOTIVE, BY REGION, 2021–2026 (USD MILLION)
                       TABLE 94 NORTH AMERICA: MARKET SIZE IN AUTOMOTIVE, BY COUNTRY, 2015–2020 (USD MILLION)
                       TABLE 95 NORTH AMERICA: MARKET SIZE IN AUTOMOTIVE, BY COUNTRY, 2021–2026 (USD MILLION)
     10.7 TRAVEL AND HOSPITALITY
             10.7.1 TRAVEL AND HOSPITALITY: MARKET DRIVERS
             10.7.2 TRAVEL AND HOSPITALITY: COVID-19 IMPACT
                       TABLE 96 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN TRAVEL AND HOSPITALITY, BY REGION, 2015–2020 (USD MILLION)
                       TABLE 97 MARKET SIZE IN TRAVEL AND HOSPITALITY, BY REGION, 2021–2026 (USD MILLION)
                       TABLE 98 NORTH AMERICA: MARKET SIZE IN TRAVEL AND HOSPITALITY, BY COUNTRY, 2015–2020 (USD MILLION)
                       TABLE 99 NORTH AMERICA: MARKET SIZE IN TRAVEL AND HOSPITALITY, BY COUNTRY, 2021–2026 (USD MILLION)
     10.8 MEDIA AND ENTERTAINMENT
             10.8.1 MEDIA AND ENTERTAINMENT: MARKET DRIVERS
             10.8.2 MEDIA AND ENTERTAINMENT: COVID-19 IMPACT
                       TABLE 100 MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY REGION, 2015–2020 (USD MILLION)
                       TABLE 101 MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY REGION, 2021–2026 (USD MILLION)
                       TABLE 102 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY COUNTRY, 2015–2020 (USD MILLION)
                       TABLE 103 NORTH AMERICA: MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY COUNTRY, 2021–2026 (USD MILLION)
     10.9 PUBLIC SECTOR
             10.9.1 PUBLIC SECTOR: MARKET DRIVERS
             10.9.2 PUBLIC SECTOR: COVID-19 IMPACT
                       TABLE 104  MARKET SIZE IN PUBLIC SECTOR, BY REGION, 2015–2020 (USD MILLION)
                       TABLE 105 MARKET SIZE IN PUBLIC SECTOR, BY REGION, 2021–2026 (USD MILLION)
                       TABLE 106 NORTH AMERICA: MARKET SIZE IN PUBLIC SECTOR, BY COUNTRY, 2015–2020 (USD MILLION)
                       TABLE 107 NORTH AMERICA: MARKET SIZE IN PUBLIC SECTOR, BY COUNTRY, 2021–2026 (USD MILLION)
     10.10 OTHER VERTICALS
               TABLE 108 MARKET SIZE IN OTHER VERTICALS, BY REGION, 2015–2020 (USD MILLION)
               TABLE 109 MARKET SIZE IN OTHER VERTICALS, BY REGION, 2021–2026 (USD MILLION)
               TABLE 110 NORTH AMERICA: MARKET SIZE IN OTHER VERTICALS, BY COUNTRY, 2015–2020 (USD MILLION)
               TABLE 111 NORTH AMERICA: MARKET SIZE IN OTHER VERTICALS, BY COUNTRY, 2021–2026 (USD MILLION)

11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION (Page No. - 137)
     11.1 INTRODUCTION
               FIGURE 36 NORTH AMERICA TO ACCOUNT FOR THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD
               TABLE 112 MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
               TABLE 113 MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
               FIGURE 37 ASIA PACIFIC MARKET TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
     11.2 NORTH AMERICA
             11.2.1 NORTH AMERICA: MARKET DRIVERS
             11.2.2 NORTH AMERICA: COVID-19 IMPACT
             11.2.3 NORTH AMERICA: REGULATIONS
                       FIGURE 38 NORTH AMERICA: MARKET SNAPSHOT
                       TABLE 114 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
                       TABLE 115 NORTH AMERICA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                       TABLE 116 NORTH AMERICA: MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
                       TABLE 117 NORTH AMERICA: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                       TABLE 118 NORTH AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
                       TABLE 119 NORTH AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                       TABLE 120 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
                       TABLE 121 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
                       TABLE 122 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
                       TABLE 123 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                       TABLE 124 NORTH AMERICA: MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
                       TABLE 125 NORTH AMERICA: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                       TABLE 126 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                       TABLE 127 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
             11.2.4 UNITED STATES
                       11.2.4.1 The adoption of latest technologies and presence of major players contributed to the growth of the market in the region
                                   TABLE 128 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
                                   TABLE 129 UNITED STATES: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                   TABLE 130 UNITED STATES: MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
                                   TABLE 131 UNITED STATES: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                                   TABLE 132 UNITED STATES: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
                                   TABLE 133 UNITED STATES: MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                                   TABLE 134 UNITED STATES: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
                                   TABLE 135 UNITED STATES: MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
                                   TABLE 136 UNITED STATES: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
                                   TABLE 137 UNITED STATES: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                                   TABLE 138 UNITED STATES: MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
                                   TABLE 139 UNITED STATES: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
             11.2.5 CANADA
                       11.2.5.1 The technology investments have boosted the adoption of CEM in the region
                                   TABLE 140 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
                                   TABLE 141 CANADA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                   TABLE 142 CANADA: MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
                                   TABLE 143 CANADA: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                                   TABLE 144 CANADA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
                                   TABLE 145 CANADA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                                   TABLE 146 CANADA: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
                                   TABLE 147 CANADA: MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
                                   TABLE 148 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
                                   TABLE 149 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                                   TABLE 150 CANADA: MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
                                   TABLE 151 CANADA: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
     11.3 EUROPE
             11.3.1 EUROPE: MARKET DRIVERS
             11.3.2 EUROPE: COVID-19 IMPACT
             11.3.3 EUROPE: REGULATIONS
                       TABLE 152 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
                       TABLE 153 EUROPE: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                       TABLE 154 EUROPE: MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
                       TABLE 155 EUROPE: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                       TABLE 156 EUROPE: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
                       TABLE 157 EUROPE: MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                       TABLE 158 EUROPE: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
                       TABLE 159 EUROPE: MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
                       TABLE 160 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
                       TABLE 161 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                       TABLE 162 EUROPE: MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
                       TABLE 163 EUROPE: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                       TABLE 164 EUROPE: MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                       TABLE 165 EUROPE: MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
             11.3.4 UNITED KINGDOM
                       11.3.4.1 Businesses in the region quickly adapt to the changing needs of customers
                                   TABLE 166 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
                                   TABLE 167 UK: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                   TABLE 168 UK: MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
                                   TABLE 169 UK: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                                   TABLE 170 UK: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
                                   TABLE 171 UK: MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                                   TABLE 172 UK: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
                                   TABLE 173 UK: MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
                                   TABLE 174 UK: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
                                   TABLE 175 UK: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                                   TABLE 176 UK: MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
                                   TABLE 177 UK: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
             11.3.5 GERMANY
                       11.3.5.1 Companies in Germany are spending more on digital customer experience
             11.3.6 FRANCE
                       11.3.6.1 Increase in digital transformation to drive the growth of the market in France
             11.3.7 REST OF EUROPE
     11.4 ASIA PACIFIC
             11.4.1 ASIA PACIFIC: MARKET DRIVERS
             11.4.2 ASIA PACIFIC: COVID-19 IMPACT
             11.4.3 ASIA PACIFIC: REGULATIONS
                       FIGURE 39 ASIA PACIFIC: MARKET SNAPSHOT
                       TABLE 178 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
                       TABLE 179 APAC: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                       TABLE 180 APAC: MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
                       TABLE 181 APAC: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                       TABLE 182 APAC: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
                       TABLE 183 APAC: MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                       TABLE 184 APAC: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
                       TABLE 185 APAC: MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
                       TABLE 186 APAC: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
                       TABLE 187 APAC: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                       TABLE 188 APAC: MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
                       TABLE 189 APAC: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                       TABLE 190 APAC: MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                       TABLE 191 APAC: MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
                       11.4.4 AUSTRALIA AND NEW ZEALAND
                       11.4.4.1 Businesses in ANZ are continuously adopting customer-centric approaches
             11.4.5 INDIA
                       11.4.5.1 Organizations in India focus on providing a personalized experience to the customers
             11.4.6 CHINA
                       11.4.6.1 Rapid adoption of technologies for digital transformation helped businesses in China to grow with the changing customer demands
                                   TABLE 192 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
                                   TABLE 193 CHINA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                                   TABLE 194 CHINA: MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
                                   TABLE 195 CHINA: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                                   TABLE 196 CHINA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
                                   TABLE 197 CHINA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                                   TABLE 198 CHINA: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
                                   TABLE 199 CHINA: MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
                                   TABLE 200 CHINA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
                                   TABLE 201 CHINA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                                   TABLE 202 CHINA: MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
                                   TABLE 203 CHINA: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
             11.4.7 REST OF ASIA PACIFIC
     11.5 MIDDLE EAST AND AFRICA
             11.5.1 MIDDLE EAST AND AFRICA: MARKET DRIVERS
             11.5.2 MIDDLE EAST AND AFRICA: IMPACT OF COVID-19 ON THE MARKET
             11.5.3 MIDDLE EAST AND AFRICA: REGULATIONS
                       TABLE 204 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
                       TABLE 205 MIDDLE EAST AND AFRICA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                       TABLE 206 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
                       TABLE 207 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                       TABLE 208 MIDDLE EAST AND AFRICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
                       TABLE 209 MIDDLE EAST AND AFRICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                       TABLE 210 MIDDLE EAST AND AFRICA: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
                       TABLE 211 MIDDLE EAST AND AFRICA: MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
                       TABLE 212 MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
                       TABLE 213 MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                       TABLE 214 MIDDLE EAST AND AFRICA: MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
                       TABLE 215 MIDDLE EAST AND AFRICA: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                       TABLE 216 MIDDLE EAST AND AFRICA: MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                       TABLE 217 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
             11.5.4 UAE
                       11.5.4.1 Organizations in the UAE realize the importance of incorporating the latest technologies
             11.5.5 SAUDI ARABIA
                       11.5.5.1 Fast-paced adoption of cloud-based services in Saudi Arabia have improved the digital economy growth
             11.5.6 SOUTH AFRICA
                       11.5.6.1 South Africa is considered to be the largest IT market in the world
             11.5.7 REST OF THE MIDDLE EAST AND AFRICA
     11.6 LATIN AMERICA
             11.6.1 LATIN AMERICA: MARKET DRIVERS
             11.6.2 LATIN AMERICA: IMPACT OF COVID-19 ON THE MARKET
             11.6.3 LATIN AMERICA: REGULATIONS
                       TABLE 218 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
                       TABLE 219 LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                       TABLE 220 LATIN AMERICA: MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
                       TABLE 221 LATIN AMERICA: MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
                       TABLE 222 LATIN AMERICA: MARKET SIZE,  BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
                       TABLE 223 LATIN AMERICA: MARKET SIZE,  BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
                       TABLE 224 LATIN AMERICA: MARKET SIZE,  BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
                       TABLE 225 LATIN AMERICA: MARKET SIZE,  BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
                       TABLE 226 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
                       TABLE 227 LATIN AMERICA: MARKET SIZE,  BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                       TABLE 228 LATIN AMERICA: MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
                       TABLE 229 LATIN AMERICA: MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
                       TABLE 230 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
                       TABLE 231 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
             11.6.4 BRAZIL
                       11.6.4.1 Increase in the presence of major players in Brazil drive organizations’ focus on CEM
             11.6.5 MEXICO
                       11.6.5.1 The adoption of cloud-based services by organizations in Mexico boosted the customer experience management market
             11.6.6 REST OF LATIN AMERICA

12 COMPETITIVE LANDSCAPE (Page No. - 193)
     12.1 OVERVIEW
     12.2 MARKET EVALUATION FRAMEWORK
               FIGURE 40 MARKET EVALUATION FRAMEWORK, 2019–2021
     12.3 KEY MARKET DEVELOPMENTS
             12.3.1 PRODUCT LAUNCHES
                       TABLE 232 MARKET: PRODUCT LAUNCHES, MARCH 2019–SEPTEMBER 2021
             12.3.2 DEALS
                       TABLE 233 MARKET: DEALS, JANUARY 2020–AUGUST 2021
     12.4 MARKET SHARE ANALYSIS OF TOP PLAYERS
               TABLE 234 MARKET: DEGREE OF COMPETITION
               FIGURE 41 MARKET SHARE ANALYSIS OF COMPANIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
     12.5 HISTORICAL REVENUE ANALYSIS
               FIGURE 42 HISTORICAL REVENUE ANALYSIS, 2018–2020
     12.6 COMPANY EVALUATION MATRIX OVERVIEW
     12.7 COMPANY EVALUATION MATRIX METHODOLOGY AND DEFINITIONS
               TABLE 235 PRODUCT FOOTPRINT WEIGHTAGE
             12.7.1 STARS
             12.7.2 EMERGING LEADERS
             12.7.3 PERVASIVE PLAYERS
             12.7.4 PARTICIPANTS
                       FIGURE 43 CUSTOMER EXPERIENCE MANAGEMENT MARKET, COMPANY EVALUATION MATRIX, 2021
     12.8 COMPANY PRODUCT FOOTPRINT ANALYSIS
               TABLE 236 COMPANY PRODUCT FOOTPRINT
               TABLE 237 COMPANY OFFERING FOOTPRINT
               TABLE 238 COMPANY INDUSTRY FOOTPRINT
               TABLE 239 COMPANY REGION FOOTPRINT
     12.9 COMPANY MARKET RANKING ANALYSIS
               FIGURE 44 RANKING OF KEY PLAYERS IN THE MARKET, 2021
     12.10 STARTUP/SME EVALUATION MATRIX METHODOLOGY AND DEFINITIONS
               TABLE 240 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE
               12.10.1 PROGRESSIVE COMPANIES
               12.10.2 RESPONSIVE COMPANIES
               12.10.3 DYNAMIC COMPANIES
               12.10.4 STARTING BLOCKS
                                   FIGURE 45 CUSTOMER EXPERIENCE MANAGEMENT MARKET (GLOBAL): STARTUP/SME EVALUATION MATRIX, 2020

13 COMPANY PROFILES (Page No. - 208)
     13.1 MAJOR PLAYERS
(Business Overview, Products & Services, Key Insights, Recent Developments, COVID-19 Impact, MnM View)*
             13.1.1 ORACLE
                       TABLE 241 ORACLE: BUSINESS OVERVIEW
                       FIGURE 46 ORACLE: COMPANY SNAPSHOT
                       TABLE 242 ORACLE: PRODUCTS OFFERED
                       TABLE 243 ORACLE: MARKET: PRODUCT LAUNCHES
                       TABLE 244 ORACLE: MARKET: DEALS
             13.1.2 ADOBE
                       TABLE 245 ADOBE: BUSINESS OVERVIEW
                       FIGURE 47 ADOBE: COMPANY SNAPSHOT
                       TABLE 246 ADOBE: PRODUCTS OFFERED
                       TABLE 247 ADOBE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
                       TABLE 248 ADOBE: MARKET: DEALS
             13.1.3 SAP
                       TABLE 249 SAP: BUSINESS OVERVIEW
                       FIGURE 48 SAP: COMPANY SNAPSHOT
                       TABLE 250 SAP: PRODUCTS OFFERED
                       TABLE 251 SAP: MARKET: PRODUCT LAUNCHED
                       TABLE 252 SAP: MARKET: DEALS
             13.1.4 IBM
                       TABLE 253 IBM: BUSINESS OVERVIEW
                       FIGURE 49 IBM: COMPANY SNAPSHOT
                       TABLE 254 IBM: PRODUCTS OFFERED
                       TABLE 255 IBM: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
                       TABLE 256 IBM: MARKET: DEALS
             13.1.5 AVAYA
                       TABLE 257 AVAYA: BUSINESS OVERVIEW
                       FIGURE 50 AVAYA: COMPANY SNAPSHOT
                       TABLE 258 AVAYA: PRODUCTS OFFERED
                       TABLE 259 AVAYA: MARKET: PRODUCT LAUNCHES
                       TABLE 260 AVAYA: MARKET: DEALS
             13.1.6 OPENTEXT
                       TABLE 261 OPENTEXT: BUSINESS OVERVIEW
                       FIGURE 51 OPENTEXT: COMPANY SNAPSHOT
                       TABLE 262 OPENTEXT: PRODUCTS OFFERED
                       TABLE 263 OPENTEXT: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
                       TABLE 264 OPENTEXT: MARKET: DEALS
             13.1.7 NICE
                       TABLE 265 NICE: BUSINESS OVERVIEW
                       FIGURE 52 NICE: COMPANY SNAPSHOT
                       TABLE 266 NICE: PRODUCTS OFFERED
                       TABLE 267 NICE: MARKET: PRODUCT LAUNCHES
                       TABLE 268 NICE: MARKET: DEALS
             13.1.8 SAS INSTITUTE
                       TABLE 269 SAS: BUSINESS OVERVIEW
                       TABLE 270 SAS: PRODUCTS OFFERED
                       TABLE 271 AS: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
                       TABLE 272 SAS: MARKET: DEALS
             13.1.9 VERINT SYSTEMS
                       TABLE 273 VERINT SYSTEMS: BUSINESS OVERVIEW
                       FIGURE 53 VERINT SYSTEMS: COMPANY SNAPSHOT
                       TABLE 274 VERINT SYSTEMS: PRODUCTS OFFERED
                       TABLE 275 VERINT SYSTEMS: MARKET: PRODUCT LAUNCHES
                       TABLE 276 VERINT SYSTEMS: MARKET: DEALS
             13.1.10 TERADATA
                       TABLE 277 TERADATA: BUSINESS OVERVIEW
                       FIGURE 54 TERADATA: COMPANY SNAPSHOT
                       TABLE 278 TERADATA: PRODUCTS OFFERED
                       TABLE 279 TERADATA: MARKET: OTHERS
                       TABLE 280 TERADATA: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
             13.1.11 TECH MAHINDRA
             13.1.12 NOKIA
             13.1.13 INMOMENT
             13.1.14 ZENDESK
             13.1.15 SITECORE
             13.1.16 SPRINKLR
             13.1.17 MEDALLIA
*Details on Business Overview, Products & Services, Key Insights, Recent Developments, COVID-19 Imapact, MnM View might not be captured in case of unlisted companies.
     13.2 STARTUP/SME PLAYERS
             13.2.1 MIXPANEL
             13.2.2 NGDATA
             13.2.3 ALGONOMY
             13.2.4 ZEPHYRTEL
             13.2.5 AMPERITY
             13.2.6 CLARABRIDGE
             13.2.7 MINDTOUCH
             13.2.8 SOGOSURVEY
             13.2.9 SEGMENT.IO

14 APPENDIX (Page No. - 257)
     14.1 ADJACENT/RELATED MARKET
             14.1.1 LIMITATIONS
             14.1.2 CUSTOMER DATA PLATFORM MARKET – GLOBAL FORECAST TO 2026
                       14.1.2.1 Market definition
                       14.1.2.2 Market overview
                       14.1.2.3 Customer data platform market, by component
                                   TABLE 281 CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
                                   TABLE 282 CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
                       14.1.2.4 Customer data platform market, by deployment mode
                                   TABLE 283 CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE, 2015–2020 (USD MILLION)
                                   TABLE 284 CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
                       14.1.2.5 Customer data platform market, by organization size
                                   TABLE 285 CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
                                   TABLE 286 CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
                       14.1.2.6 Customer data platform market, by application
                                   TABLE 287 CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION, 2015–2020 (USD MILLION)
                                   TABLE 288 CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION, 2021–2026 (USD MILLION)
                       14.1.2.7 Customer data platform market, by region
                                   TABLE 289 CUSTOMER DATA PLATFORM MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
                                   TABLE 290 CUSTOMER DATA PLATFORM MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
             14.1.3 CUSTOMER ANALYTICS MARKET - GLOBAL FORECAST TO 2025
                       14.1.3.1 Market definition
                       14.1.3.2 Market overview
                       14.1.3.3 Customer analytics market, by component
                                   TABLE 291 CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
                                   TABLE 292 SOLUTIONS: CUSTOMER ANALYTICS MARKET, BY TYPE,  2018–2025 (USD MILLION)
                                   TABLE 293 SOLUTIONS: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
                                   TABLE 294 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY TYPE, 2018–2025 (USD MILLION)
                                   TABLE 295 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
                       14.1.3.4 Customer analytics market, by deployment
                                   TABLE 296 CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
                                   TABLE 297 CLOUD: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
                                   TABLE 298 ON-PREMISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
                       14.1.3.5 Customer analytics market, by organization size
                                   TABLE 299 CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
                                   TABLE 300 LARGE ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
                                   TABLE 301 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
                       14.1.3.6 Customer analytics market, by application
                                   TABLE 302 CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION)
                       14.1.3.7 Customer analytics market, by data source
                                   TABLE 303 CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE, 2018–2025 (USD MILLION)
                       14.1.3.8 Customer analytics market, by industry vertical
                                   TABLE 304 CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
                       14.1.3.9 Customer analytics market, by region
                                   TABLE 305 CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
             14.1.4 CUSTOMER ENGAGEMENT SOLUTIONS MARKET - GLOBAL FORECAST TO 2023
                       14.1.4.1 Market definition
                       14.1.4.2 Market overview
                       14.1.4.3 Customer engagement solutions market, by component
                                   TABLE 306 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY COMPONENT, 2016–2023 (USD MILLION)
                                   TABLE 307 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SOLUTION TYPE, 2016–2023 (USD MILLION)
                                   TABLE 308 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SERVICE TYPE, 2016–2023 (USD MILLION)
                       14.1.4.4 Customer engagement solutions market, by deployment
                                   TABLE 309 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY DEPLOYMENT TYPE, 2016–2023 (USD MILLION)
                       14.1.4.5 Customer engagement solutions market, by organization size
                                   TABLE 310 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2023 (USD MILLION)
                       14.1.4.6 Customer engagement solutions market, by vertical
                                   TABLE 311 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY VERTICAL, 2016–2023 (USD MILLION)
                       14.1.4.7 Customer engagement solutions market, by region
                                   TABLE 312 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2023 (USD MILLION)
     14.2 DISCUSSION GUIDE
     14.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
     14.4 AVAILABLE CUSTOMIZATIONS
     14.5 RELATED REPORTS
     14.6 AUTHOR DETAILS

This research study involved the extensive use of secondary sources, directories, and databases such as Dun & Bradstreet (D&B) Hoovers and Bloomberg BusinessWeek to identify and collect information useful for a technical, market-oriented, and commercial study of the customer experience management market. The primary sources were mainly industry experts from the core and related industries and preferred suppliers, manufacturers, distributors, service providers, technology developers, alliances, and organizations related to all segments of the value chain of this market. In-depth interviews were conducted with various primary respondents that included key industry participants, subject matter experts, C-level executives of key market players, and industry consultants to obtain and verify critical qualitative and quantitative information. The following illustrative figure shows the market research methodology applied in making this report on the market.

Secondary Research

The market for companies offering CEM solutions for different verticals was estimated and projected based on the secondary data made available through paid and unpaid sources and by analyzing their product portfolios in the ecosystem of the customer experience management market. It also involved rating the products of companies based on their performance and quality. In the secondary research process, various sources were referred to for identifying and collecting information for this study on the market. The secondary sources included annual reports, press releases & investor presentations of companies, white papers, journals, and certified publications and articles by recognized authors, directories, and databases.

Primary Research

In the primary research process, various sources from both the supply and demand sides were interviewed to obtain qualitative and quantitative information for this report. The primary sources from the supply side included industry experts such as Chief Executive Officers (CEOs), Chief Technology Officers (CTOs), Chief Operating Officers (COOs), Vice Presidents (VPs), Managing Directors (MDs), technology and innovation directors, and related key executives from different key companies and organizations operating in the customer experience management market.

Given below is the breakup of the primary respondents:

Customer Experience Management Market Size, and Share

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

Market Size Estimation

The top-down and bottom-up approaches were used to estimate and validate the size of the CEM market and various other dependent submarkets in the overall market. In the top-down approach, the estimation of the CEM market was prepared from the global spend on customer experience technologies. The spending across key verticals, including IT and telecom, BFSI, retail, healthcare, automotive, travel and hospitality, media and entertainment, public sector, and other verticals, has been considered. The penetration of software and services in the CEM space was estimated through secondary sources, in-house research databases, and primary interviews. The CEM area was studied and analyzed for its regional penetration. The markets were triangulated through both primary and secondary research. The primary procedure included extensive interviews for key insights from industry leaders, such as CEOs, VPs, directors, and marketing executives. These market numbers were further triangulated with the existing MarketsandMarkets repository for validation. The bottom-up procedure was employed to arrive at the overall size of the CEM market from the revenues of key players (companies) and their market shares. In this approach for market estimation, MarketsandMarkets identified key companies that offer the CEM solutions, such as Adobe, IBM, Oracle, and Nice, which contribute almost 60% to the global customer experience management market. After confirming these companies through primary interviews with industry experts, MarketsandMarkets further estimated their total revenue through annual reports, SEC filings, and paid databases. These companies’ revenue pertaining to the Business Units (BUs) that offer CEM solutions was identified through similar sources.

Data Triangulation

After arriving at the overall market size using the market size estimation processes as explained above, the market was split into several segments and sub segments. The data triangulation and market breakup procedures were employed, wherever applicable, to complete the overall market engineering process and arrive at the exact statistics of each market segment and sub segment. The data was triangulated by studying various factors and trends from both the demand and supply sides.

Report Objectives

  • To define, describe, and forecast the customer experience management market based on component, touchpoint, deployment type, organisation size and verticals with regions covered.
  • To forecast the size of the market segments with respect to five regions: North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America.
  • To provide detailed information related to the major factors (drivers, opportunities, threats, and challenges) influencing the growth of the market.
  • To analyze each submarket with respect to individual growth trends, prospects, and contributions to the global market.
  • To analyze opportunities in the market for stakeholders by identifying high-growth segments of the global customer experience management market.
  • To profile the key market players, such as top and emerging vendors; provide a comparative analysis based on their business overviews, regional presence, product offerings, and business strategies; and illustrate the market’s competitive landscape.
  • To track and analyze competitive developments in the market, such as new product launches, product enhancements, partnerships, acquisitions, and agreements and collaborations

Available Customizations

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

Company information

  • Detailed analysis and profiling of additional market players (Up to 5)

Geographic Analysis

  • Further breakdown of the France Customer experience management Market
  • Further breakdown of the Indian Market
  • Further breakdown of the UAE Market
  • Further breakdown of the Brazillian Market
Report Code
TC 2625
Published ON
Oct, 2021
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