Customer Experience Management Market

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Customer Experience Management Market by Component (Solutions, Services) Touchpoint, Deployment Type, Organization Size, Vertical (IT and Telecom, BFSI, Retail, Healthcare, Media and Entertainment), and Region - Global Forecast to 2025

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Report Code: TC 2625 Jul, 2020, by marketsandmarkets.com

[237 Pages Report] The customer experience management market is projected to grow from USD 8.5 billion in 2020 to USD 14.9 billion by 2025, at a Compount Annual Growth Rate (CAGR) of 11.8% from 2020 to 2025. 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.

Customer Experience Management Market Dynamics:

Driver: CEM solutions help in keeping customer engagement through omnichannel

Customers in today’s technology-driven world expect to interact with companies through channels of their choice, such as voice, email, web, mobile, Short Message Service (SMS), and social media, at their convenience. To remain competitive, companies are facilitating customer interactions across these various channels. But what still hampers delivering seamless CX is that these multiple channels exist in silos and, thus, restrict an organization to deliver an omnichannel experience to customers. Omnichannel CEM solution helps in tracking the entire customer journey across channels, and this creates a consistent and optimized experience. Customers get the freedom to switch between different channels without any hassles, such as loss of information or the need to repeat existing information.

Restraint: Data synchronization complexities

Businesses collect an enormous amount of data through a variety of channels to gain a better understanding of customer preferences, needs, purchasing patterns, and so on. Enterprises need to improve the speed of integration with consistent growth and complexity of touchpoints in the customer feedback process. The data is collected from different touchpoints, which differ from one another, and businesses have to categorize the data based on customer needs and expectations. One touchpoint data is not similar to the other; so, businesses cannot combine them, since they have to structure them in different ways. A large amount of structured and unstructured databases requires significant resources, such as money, time, and employees to analyze it. This creates issues that block the optimum Return on Investment (ROI) from customer journey analytics.

Opportunity: Information extracted from CEM solutions can be used to make optimal CX strategy

Once the buyer persona is identified, it is crucial to define CX strategy mapping all the relevant touchpoints throughout the customer journey to better plan and organize how a company will interact with the customers at each touchpoint. This will help companies to design and produce products according to the customers’ needs, eventually increasing the adoption of the products and subsequently, the share of the company in the market.

Challenge: Difficulty in getting consistent CX feedback through all channels

The customers’ every interaction with a company matters for delivering memorable CX and consistency across the customer life cycle. Good CX results in brand loyalty. Giving the customers an option to connect with the company through multiple channels, is just a halfway measure. It is essential to deliver the consistent quality customer service and support across channels, whether it is through phone, email, on social media, or via the website. Since all the customers do not come in contact with every touchpoint, it is difficult to maintain consistency in their feedback.

Among services, the managed services segment to grow at a higher CAGR during the forecast period

By services, the managed services segment is expected to hold a larger market size than the professional services segment during the forecast period as they help clients to handle customer experience management operations on-premises as well as on the cloud. The prime responsibility of the managed service providers is to improve the efficiency of inbound and outbound operations cost-effectively for enterprises.

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 2020–2025

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.

North America to account for the largest market size during the forecast period.

The geographic analysis of the market includes 5 major regions, namely, North America, Asia Pacific (APAC), Europe, Latin America, and the Middle East & Africa (MEA). The market in North America is estimated to hold the largest market share during the forecast period, due to the rapid adoption of advanced technologies by industries and presence of key market players such as Adobe (US), IBM (US), Oracle (US), and Avaya (US) in this region.

Customer Experience Management Market By Region

Key Market Players

Key and emerging market players include Adobe (US), IBM (US),Oracle (US), Avaya (US), Nice (Israel), Nokia (Finland), SAP (Germany ), OpenText (Canada), Tech Mahindra  (India), Verint Systems (US), Zendesk (US), SDL (UK), Teradata (US), Sprinklr  (US), Medallia (US), InMoment (US), SAS Institute (US), Clarabridge (US), Sitecore (US), NGDATA (Belgium), Amperity (US), Manthan (India), Mixpanel (US), Segment.io (US), ZephyrTel (US), and MindTouch (US). These players have adopted various strategies to grow in the customer experience management market.

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Scope of the Report

Report Metric

Details

Market size available for years

2015–2025

Base year considered

2019

Forecast period

2021–2025

Forecast units

Million (USD)

Segments covered

Component, Deployment Type, Organization Size, Vertical, and Region.

Geographies covered

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

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), SDL (UK), Teradata (US), Sprinklr  (US), Medallia (US), InMoment (US), SAS Institute (US), Clarabridge (US), Sitecore (US), NGDATA (Belgium), Amperity (US), Manthan (India), Mixpanel (US), Segment.io (US), ZephyrTel (US), and MindTouch (US)

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
      • Deployment and Integration
      • Support and Maintenance
      • Consulting and Training
    • Managed Services

By Touchpoint

  • Website
  • Store 
  • Call Center
  • Mobile App
  • Social Media
  • Email
  • Virtual Assistants
  • Others (Loyalty program, survey, sales representatives, seminars, trade shows, public speaking, and training)

By Deployment Type

  • Cloud
  • On-premises

By Organization Size

  • SMEs
  • Large Enterprises

By Vertical

  • Retail
  • BFSI
  • Travel and Hospitality
  • IT and Telecom
  • Healthcare
  • Automotive
  • Media and Entertainment
  • Public Sector
  • Others (Education, transportation, and logistics)

By Region

  • North America
  • Europe
  • APAC
  • MEA
  • Latin America

Recent Developments

  • In November 2020, SAP acquired Emarsys, a leading omnichannel customer engagement platform provider. With the acquisition, the company will be able to expand its SAP CX portfolio.
  • In October 2020, Adobe, Microsoft and C3.ai launched C3 AI CRM, a customer relationship management solution with AI capabilities. The solution can be integrated with Adobe Experience Cloud to enhance customer experience.
  • In July 2020, Abode, Red Hat and IBM entered into a strategic partnership to enable companies to deliver personalized experience to their customers.
  • In March 2020, Avaya and RingCentral collaborated to announce availability of their new joint offering, Avaya Cloud Office by RingCentral.
  • In November 2019, Oracle announced the availability of the Oracle CDM platform for B2C services.

Frequently Asked Questions (FAQs):

  • What is customer experience management?

The Customer Experience Management (CEM) solution helps organizations to interact with customers to understand their experiences related to specific products and services. CEM is a set of processes, which are used to track customer feedback, understand customer expectations, and improve overall Customer Experience (CX), to reach new markets through different touchpoints.

  • What is the projected market value of the global Customer experience management market?

The market is expected to grow from USD 8,556 million in 2020 to USD 14,954 million by 2025.

  • What is the estimated growth rate of the global customer experience management market?

The global market is projected to register a moderate 11.8% CAGR in the forecast period.

  • Which vertical of the global customer experience management market expected to witness the highest growth?

Healthcare is expected to grow as the fastest-growing vertical, during the forecast period.

  • Who are the key players operative in the global market?

Some of the key vendors in the market are Adobe (US), IBM (US), Oracle (US), Avaya (US), Nice (Israel), Nokia (Finland), SAP (Germany), OpenText (Canada), Tech Mahindra (India), and Verint Systems (US), among others.

  • What are the top trends in customer experience management market?

Trends that are driving the growth of customer experience management market includes:

  • Need for better understanding customers, increasing the demand for CEM solutions
  • Customer-related scores helping organizations to plan better customer engagement strategy
  • CEM solutions help in reducing customer churn rates
  • CEM solutions help in keeping customer engagement through omnichannel

Opportunities for the customer experience management market:

  • Need for insights to predict customer intents
  • Information extracted from CEM solutions can be used to make optimal CX strategy

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

TABLE OF CONTENTS

1 INTRODUCTION (Page No. - 25)
    1.1 INTRODUCTION TO COVID-19
    1.2 COVID-19 HEALTH ASSESSMENT
        FIGURE 1 COVID-19: THE 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 THE GLOBAL ECONOMY
                 FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF THE 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
    1.8 STAKEHOLDERS

2 RESEARCH METHODOLOGY (Page No. - 34)
    2.1 RESEARCH DATA
        FIGURE 6 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN
           2.1.1 SECONDARY DATA
           2.1.2 PRIMARY DATA
                 TABLE 1 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 MARKET BREAKUP AND DATA TRIANGULATION
    2.3 MARKET SIZE ESTIMATION
        FIGURE 8 MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
           2.3.1 TOP-DOWN APPROACH
                 FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY (SUPPLY SIDE): REVENUE OF SOLUTIONS AND SERVICES OF THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
           2.3.2 BOTTOM-UP APPROACH
    2.4 MARKET FORECAST
        TABLE 2 FACTOR ANALYSIS
    2.5 COMPETITIVE LEADERSHIP MAPPING: RESEARCH METHODOLOGY
        FIGURE 10 COMPETITIVE LEADERSHIP MAPPING: CRITERIA WEIGHTAGE
        FIGURE 11 COMPETITIVE LEADERSHIP MAPPING (START-UP): CRITERIA WEIGHTAGE
    2.6 RESEARCH ASSUMPTIONS AND LIMITATIONS
           2.6.1 ASSUMPTIONS FOR THE STUDY
    2.7 LIMITATIONS

3 EXECUTIVE SUMMARY (Page No. - 44)
  FIGURE 12 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2020-2025
  FIGURE 13 BASED ON COMPONENT, SOLUTIONS SEGMENT ESTIMATED TO LEAD MARKET DURING THE FORECAST PERIOD
  FIGURE 14 BASED ON DEPLOYMENT TYPE, CLOUD SEGMENT ESTIMATED TO ACCOUNT FOR LARGER MARKET SHARE IN 2020, COMPARED TO ON-PREMISES SEGMENT
  FIGURE 15 BASED ON ORGANIZATION SIZE, LARGE ENTERPRISES SEGMENT IS ESTIMATED TO LEAD THE MARKET IN 2020
  FIGURE 16 BASED ON VERTICAL, RETAIL SEGMENT IS ESTIMATED TO LEAD THE MARKET IN 2020
  FIGURE 17 MARKET: REGIONAL SNAPSHOT

4 PREMIUM INSIGHTS (Page No. - 49)
    4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
        FIGURE 18 INCREASING USE OF CUSTOMER-RELATED SCORES BY ORGANIZATIONS TO PLAN BETTER CUSTOMER ENGAGEMENT STRATEGY LEAD TO MARKET GROWTH FROM 2020 TO 2025
    4.2 ASIA PACIFIC MARKET, BY COMPONENT AND COUNTRY
        FIGURE 19 SOLUTIONS SEGMENT AND AUSTRALIA AND NEW ZEALAND ESTIMATED TO ACCOUNT FOR THE LARGEST MARKET SHARE IN ASIA PACIFIC IN 2020
    4.3 MARKET: MAJOR COUNTRIES
        FIGURE 20 INDIA AND SOUTH AFRICA PROJECTED TO REGISTER HIGHEST CAGR FROM 2020 TO 2025

5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 52)
    5.1 INTRODUCTION
        FIGURE 21 ADVANCEMENTS IN COMMUNICATION TECHNOLOGY ARE MAJOR DRIVING FACTORS FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET
    5.2 MARKET DYNAMICS
        FIGURE 22 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: MARKET
           5.2.1 DRIVERS
                    5.2.1.1 Need for better understanding customers increasing the demand for CEM solutions
                    5.2.1.2 Customer-related scores helping organizations to plan better customer engagement strategy
                    5.2.1.3 CEM solutions help in reducing customer churn rates
                    5.2.1.4 CEM solutions help in keeping customer engagement through omnichannel
           5.2.2 RESTRAINTS
                    5.2.2.1 Data synchronization complexities
           5.2.3 OPPORTUNITIES
                    5.2.3.1 Need for insights to predict customer intents
                    5.2.3.2 Information extracted from CEM solutions can be used to make optimal CX strategy
           5.2.4 CHALLENGES
                    5.2.4.1 Difficulty in getting consistent CX feedback through all channels
                    5.2.4.2 Difficulty in synchronizing CX data collected from different touchpoints within different domains
                    5.2.4.3 Data security and privacy issues
    5.3 COVID-19 PANDEMIC-DRIVEN MARKET DYNAMICS AND FACTOR ANALYSIS
           5.3.1 DRIVERS AND OPPORTUNITIES
           5.3.2 RESTRAINTS AND CHALLENGES
    5.4 INDUSTRY TRENDS
           5.4.1 USE CASES
                    5.4.1.1 Use case 1: ICICI Bank transforms its CX with Genesys
                    5.4.1.2 Use case 2: Safaricom uses Nokia Customer Experience Management on demand
                    5.4.1.3 Use case 3: Schwan’s Company uses Oracle Cross-Channel Marketing
                    5.4.1.4 Use case 4: OpenText and Livesite’s solutions help in delivering information according to its members’ need

6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT (Page No. - 61)
    6.1 INTRODUCTION
        FIGURE 23 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD (2020-2025)
        TABLE 3 MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
        TABLE 4 MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
    6.2 SOLUTIONS
           6.2.1 SOLUTIONS: MARKET DRIVERS
           6.2.2 SOLUTIONS: IMPACT OF COVID-19 ON THE MARKET
                 TABLE 5 SOLUTIONS: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                 TABLE 6 SOLUTIONS: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                 TABLE 7 SOLUTIONS: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                 TABLE 8 SOLUTIONS: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
           6.2.3 OMNI-CHANNEL
           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 24 MANAGED SERVICES SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD
                 TABLE 9 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION)
                 TABLE 10 MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
                 TABLE 11 SERVICES: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                 TABLE 12 SERVICES: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                 TABLE 13 SERVICES: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                 TABLE 14 SERVICES: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
           6.3.3 PROFESSIONAL SERVICES
                 FIGURE 25 SUPPORT AND MAINTENANCE SEGMENT TO REGISTER HIGHEST CAGR DURING THE FORECAST PERIOD
                 TABLE 15 MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION)
                 TABLE 16 MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION)
                 TABLE 17 PROFESSIONAL SERVICES: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                 TABLE 18 PROFESSIONAL SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                 TABLE 19 PROFESSIONAL SERVICES: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                 TABLE 20 PROFESSIONAL SERVICES: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
                    6.3.3.1 Deployment and Integration
                            TABLE 21 DEPLOYMENT AND INTEGRATION: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                            TABLE 22 DEPLOYMENT AND INTEGRATION: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                            TABLE 23 DEPLOYMENT AND INTEGRATION: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                            TABLE 24 DEPLOYMENT AND INTEGRATION: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
                    6.3.3.2 Support and Maintenance
                            TABLE 25 SUPPORT AND MAINTENANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                            TABLE 26 SUPPORT AND MAINTENANCE: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                            TABLE 27 SUPPORT AND MAINTENANCE: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                            TABLE 28 SUPPORT AND MAINTENANCE: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
                    6.3.3.3 Consulting and Training
                            TABLE 29 CONSULTING AND TRAINING: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                            TABLE 30 CONSULTING AND TRAINING: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                            TABLE 31 CONSULTING AND TRAINING: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                            TABLE 32 CONSULTING AND TRAINING: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
           6.3.4 MANAGED SERVICES
                 TABLE 33 MANAGED SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                 TABLE 34 MANAGED SERVICES: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                 TABLE 35 MANAGED SERVICES: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                 TABLE 36 MANAGED SERVICES: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)

7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT (Page No. - 79)
    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. - 82)
    8.1 INTRODUCTION
        FIGURE 26 CLOUD SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE DURING THE FORECAST PERIOD
        TABLE 37 MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION)
        TABLE 38 MARKET SIZE, BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION)
    8.2 ON-PREMISES
           8.2.1 ON-PREMISES: MARKET DRIVERS
           8.2.2 ON-PREMISES: IMPACT OF COVID-19 ON THE MARKET
                 TABLE 39 ON-PREMISES: MARKET SIZE, BY REGION, 2 015–2019 (USD MILLION)
                 TABLE 40 ON-PREMISES: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                 TABLE 41 ON-PREMISES: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                 TABLE 42 ON-PREMISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
    8.3 CLOUD
           8.3.1 CLOUD: MARKET DRIVERS
           8.3.2 CLOUD: IMPACT OF COVID-19 ON THE MARKET
                 TABLE 43 CLOUD: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                 TABLE 44 CLOUD: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                 TABLE 45 CLOUD: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                 TABLE 46 CLOUD: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)

9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE (Page No. - 89)
    9.1 INTRODUCTION
        FIGURE 27 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE DURING THE FORECAST PERIOD
        TABLE 47 MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
        TABLE 48 MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (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 49 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                 TABLE 50 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                 TABLE 51 LARGE ENTERPRISES: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                 TABLE 52 LARGE ENTERPRISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (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 53 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                 TABLE 54 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                 TABLE 55 SMALL AND MEDIUM-SIZED ENTERPRISES: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                 TABLE 56 SMALL AND MEDIUM-SIZED ENTERPRISES: NORTH AMERICA MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)

10 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL (Page No. - 95)
     10.1 INTRODUCTION
          FIGURE 28 HEALTHCARE SEGMENT PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
          TABLE 57 MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
          TABLE 58 MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
     10.2 IT AND TELECOM
             10.2.1 IT AND TELECOM: MARKET DRIVERS
             10.2.2 IT AND TELECOM: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 59 IT AND TELECOM: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 60 IT AND TELECOM: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                    TABLE 61 IT AND TELECOM: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                    TABLE 62 IT AND TELECOM: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
     10.3 BFSI
             10.3.1 BFSI: MARKET DRIVERS
             10.3.2 BFSI: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 63 BFSI: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 64 BFSI: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                    TABLE 65 BFSI: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                    TABLE 66 BFSI: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
     10.4 RETAIL
             10.4.1 RETAIL: MARKET DRIVERS
             10.4.2 RETAIL: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 67 RETAIL: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 68 RETAIL: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                    TABLE 69 RETAIL: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                    TABLE 70 RETAIL: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
     10.5 HEALTHCARE
             10.5.1 HEALTHCARE: MARKET DRIVERS
             10.5.2 HEALTHCARE: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 71 HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 72 HEALTHCARE: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                    TABLE 73 HEALTHCARE: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                    TABLE 74 HEALTHCARE: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
     10.6 AUTOMOTIVE
             10.6.1 AUTOMOTIVE: MARKET DRIVERS
             10.6.2 AUTOMOTIVE: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 75 AUTOMOTIVE: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 76 AUTOMOTIVE: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                    TABLE 77 AUTOMOTIVE: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                    TABLE 78 AUTOMOTIVE: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
     10.7 TRAVEL AND HOSPITALITY
             10.7.1 TRAVEL AND HOSPITALITY: MARKET DRIVERS
             10.7.2 TRAVEL AND HOSPITALITY: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 79 TRAVEL AND HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 80 TRAVEL AND HOSPITALITY: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                    TABLE 81 TRAVEL AND HOSPITALITY: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                    TABLE 82 TRAVEL AND HOSPITALITY: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
     10.8 MEDIA AND ENTERTAINMENT
             10.8.1 MEDIA AND ENTERTAINMENT: MARKET DRIVERS
             10.8.2 MEDIA AND ENTERTAINMENT: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 83 MEDIA AND ENTERTAINMENT: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 84 MEDIA AND ENTERTAINMENT: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                    TABLE 85 MEDIA AND ENTERTAINMENT: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                    TABLE 86 MEDIA AND ENTERTAINMENT: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
     10.9 PUBLIC SECTOR
             10.9.1 PUBLIC SECTOR: MARKET DRIVERS
             10.9.2 PUBLIC SECTOR: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 87 PUBLIC SECTOR: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
                    TABLE 88 PUBLIC SECTOR: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
                    TABLE 89 PUBLIC SECTOR: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                    TABLE 90 PUBLIC SECTOR: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
     10.10 OTHERS
           TABLE 91 OTHER VERTICALS: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
           TABLE 92 OTHER VERTICALS: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
           TABLE 93 OTHER VERTICALS: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
           TABLE 94 OTHER VERTICALS: NORTH AMERICA MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)

11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION (Page No. - 115)
     11.1 INTRODUCTION
          FIGURE 29 NORTH AMERICA ESTIMATED TO HOLD THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD
          TABLE 95 MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
          TABLE 96 MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
          FIGURE 30 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: IMPACT OF COVID-19 ON THE MARKET
                    FIGURE 31 NORTH AMERICA: MARKET SNAPSHOT
                    TABLE 97 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                    TABLE 98 NORTH AMERICA: MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
                    TABLE 99 NORTH AMERICA: MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION)
                    TABLE 100 NORTH AMERICA: MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
                    TABLE 101 NORTH AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION)
                    TABLE 102 NORTH AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION)
                    TABLE 103 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION)
                    TABLE 104 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION)
                    TABLE 105 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                    TABLE 106 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
                    TABLE 107 NORTH AMERICA: MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
                    TABLE 108 NORTH AMERICA: MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
                    TABLE 109 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                    TABLE 110 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
             11.2.3 US
                    TABLE 111 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                    TABLE 112 US: MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
                    TABLE 113 US: MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION)
                    TABLE 114 US: MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
                    TABLE 115 US: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION)
                    TABLE 116 US: MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION)
                    TABLE 117 US: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION)
                    TABLE 118 US: MARKET SIZE, BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION)
                    TABLE 119 US: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                    TABLE 120 US: MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
                    TABLE 121 US: MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
                    TABLE 122 US: MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
             11.2.4 CANADA
                    TABLE 123 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                    TABLE 124 CANADA: MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
                    TABLE 125 CANADA: MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION)
                    TABLE 126 CANADA: MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
                    TABLE 127 CANADA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION)
                    TABLE 128 CANADA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION)
                    TABLE 129 CANADA: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION)
                    TABLE 130 CANADA: MARKET SIZE, BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION)
                    TABLE 131 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                    TABLE 132 CANADA: MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
                    TABLE 133 CANADA: MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
                    TABLE 134 CANADA: MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
     11.3 EUROPE
             11.3.1 EUROPE: MARKET DRIVERS
             11.3.2 EUROPE: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 135 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                    TABLE 136 EUROPE: MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
                    TABLE 137 EUROPE: MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION)
                    TABLE 138 EUROPE: MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
                    TABLE 139 EUROPE: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION)
                    TABLE 140 EUROPE: MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION)
                    TABLE 141 EUROPE: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION)
                    TABLE 142 EUROPE: MARKET SIZE, BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION)
                    TABLE 143 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                    TABLE 144 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
                    TABLE 145 EUROPE: MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
                    TABLE 146 EUROPE: MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
                    TABLE 147 EUROPE: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                    TABLE 148 EUROPE: MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
             11.3.3 UK
             11.3.4 GERMANY
             11.3.5 FRANCE
             11.3.6 REST OF EUROPE
     11.4 ASIA PACIFIC
             11.4.1 ASIA PACIFIC: MARKET DRIVERS
             11.4.2 ASIA PACIFIC: IMPACT OF COVID-19 ON THE MARKET
                    FIGURE 32 ASIA PACIFIC: MARKET SNAPSHOT
                    TABLE 149 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                    TABLE 150 ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
                    TABLE 151 ASIA PACIFIC: MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION)
                    TABLE 152 ASIA PACIFIC: MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
                    TABLE 153 ASIA PACIFIC: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION)
                    TABLE 154 ASIA PACIFIC: MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION)
                    TABLE 155 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION)
                    TABLE 156 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION)
                    TABLE 157 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                    TABLE 158 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
                    TABLE 159 ASIA PACIFIC: MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
                    TABLE 160 ASIA PACIFIC: MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
                    TABLE 161 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                    TABLE 162 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
             11.4.3 AUSTRALIA & NEW ZEALAND
             11.4.4 INDIA
             11.4.5 CHINA
             11.4.6 REST OF ASIA PACIFIC
     11.5 MIDDLE EAST & AFRICA
             11.5.1 MIDDLE EAST & AFRICA: MARKET DRIVERS
             11.5.2 MIDDLE EAST & AFRICA: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 163 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                    TABLE 164 MIDDLE EAST & AFRICA: MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
                    TABLE 165 MIDDLE EAST & AFRICA: MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION)
                    TABLE 166 MIDDLE EAST & AFRICA: MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
                    TABLE 167 MIDDLE EAST & AFRICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION)
                    TABLE 168 MIDDLE EAST & AFRICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION)
                    TABLE 169 MIDDLE EAST & AFRICA: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION)
                    TABLE 170 MIDDLE EAST & AFRICA: MARKET SIZE, BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION)
                    TABLE 171 MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                    TABLE 172 MIDDLE EAST & AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
                    TABLE 173 MIDDLE EAST & AFRICA: MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
                    TABLE 174 MIDDLE EAST & AFRICA: MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
                    TABLE 175 MIDDLE EAST & AFRICA: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                    TABLE 176 MIDDLE EAST & AFRICA: MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
             11.5.3 UAE
             11.5.4 SAUDI ARABIA
             11.5.5 SOUTH AFRICA
             11.5.6 REST OF MIDDLE EAST & AFRICA
     11.6 LATIN AMERICA
             11.6.1 LATIN AMERICA: MARKET DRIVERS
             11.6.2 LATIN AMERICA: IMPACT OF COVID-19 ON THE MARKET
                    TABLE 177 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
                    TABLE 178 LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
                    TABLE 179 LATIN AMERICA: MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION)
                    TABLE 180 LATIN AMERICA: MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
                    TABLE 181 LATIN AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION)
                    TABLE 182 LATIN AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION)
                    TABLE 183 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION)
                    TABLE 184 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION)
                    TABLE 185 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
                    TABLE 186 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
                    TABLE 187 LATIN AMERICA: MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
                    TABLE 188 LATIN AMERICA: MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
                    TABLE 189 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
                    TABLE 190 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
             11.6.3 BRAZIL
             11.6.4 MEXICO
             11.6.5 REST OF LATIN AMERICA

12 COMPETITIVE LANDSCAPE (Page No. - 160)
     12.1 COMPETITIVE LEADERSHIP MAPPING
             12.1.1 VISIONARY LEADERS
             12.1.2 INNOVATORS
             12.1.3 DYNAMIC DIFFERENTIATORS
             12.1.4 EMERGING COMPANIES
                    FIGURE 33 CUSTOMER EXPERIENCE MANAGEMENT MARKET (GLOBAL) COMPETITIVE LEADERSHIP MAPPING
     12.2 STRENGTH OF PRODUCT PORTFOLIO
          FIGURE 34 PRODUCT OFFERING ANALYSIS OF THE TOP PLAYERS IN THE MARKET
     12.3 BUSINESS STRATEGY EXCELLENCE
          FIGURE 35 BUSINESS STRATEGY EXCELLENCE OF THE TOP PLAYERS IN THE MARKET
     12.4 COMPETITIVE LEADERSHIP MAPPING (START-UP/SMES)
             12.4.1 PROGRESSIVE COMPANIES
             12.4.2 STARTING BLOCKS
             12.4.3 RESPONSIVE COMPANIES
             12.4.4 DYNAMIC COMPANIES
                    FIGURE 36 CUSTOMER EXPERIENCE MANAGEMENT MARKET, COMPETITIVE LEADERSHIP MAPPING, START-UP COMPANIES, 2020
     12.5 MARKET RANKING FOR THE MARKET, 2020
          FIGURE 37 MARKET RANKING, 2020

13 COMPANY PROFILES (Page No. - 167)
(Business Overview, Products, Solutions  & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
     13.1 ADOBE
          FIGURE 38 ADOBE: COMPANY SNAPSHOT
          FIGURE 39 ADOBE: SWOT ANALYSIS
     13.2 IBM
          FIGURE 40 IBM: COMPANY SNAPSHOT
          FIGURE 41 IBM: SWOT ANALYSIS
     13.3 ORACLE
          FIGURE 42 ORACLE: COMPANY SNAPSHOT
          FIGURE 43 ORACLE: SWOT ANALYSIS
     13.4 AVAYA
          FIGURE 44 AVAYA: COMPANY SNAPSHOT
          FIGURE 45 AVAYA: SWOT ANALYSIS
     13.5 NICE
          FIGURE 46 NICE: COMPANY SNAPSHOT
          FIGURE 47 NICE SYSTEMS: SWOT ANALYSIS
     13.6 NOKIA
          FIGURE 48 NOKIA: COMPANY SNAPSHOT
          FIGURE 49 NOKIA: SWOT ANALYSIS
     13.7 SAP
          FIGURE 50 SAP: COMPANY SNAPSHOT
          FIGURE 51 SAP: SWOT ANALYSIS
     13.8 OPENTEXT
          FIGURE 52 OPENTEXT: COMPANY SNAPSHOT
     13.9 TECH MAHINDRA
          FIGURE 53 TECH MAHINDRA: COMPANY SNAPSHOT
     13.10 VERINT SYSTEMS
           FIGURE 54 VERINT SYSTEMS: COMPANY SNAPSHOT
     13.11 ZENDESK
     13.12 SDL
     13.13 TERADATA
     13.14 SPRINKLR
     13.15 MEDALLIA
     13.16 INMOMENT
     13.17 SAS INSTITUTE
     13.18 CLARABRIDGE
     13.19 SITECORE
     13.20 NGDATA
     13.21 AMPERITY
     13.22 MANTHAN
     13.23 MIXPANEL
     13.24 SEGMENT.IO
     13.25 ZEPHYRTEL
     13.26 MINDTOUCH

*Details on Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

14 APPENDIX (Page No. - 213)
     14.1 ADJACENT/RELATED MARKET
             14.1.1 CUSTOMER ANALYTICS MARKET
                        14.1.1.1 Market definition
                        14.1.1.2 Market Overview
                                 TABLE 191 GLOBAL CUSTOMER ANALYTICS MARKET SIZE, 2018–2025 (USD MILLION)
                        14.1.1.3 Customer analytics market, by component
                                 TABLE 192 CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
                                 TABLE 193 SOLUTIONS: CUSTOMER ANALYTICS MARKET, BY TYPE, 2018–2025 (USD MILLION)
                                 TABLE 194 SOLUTIONS: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
                                 TABLE 195 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY TYPE, 2018–2025 (USD MILLION)
                                 TABLE 196 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
                        14.1.1.4 Customer analytics market, by deployment
                                 TABLE 197 CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
                                 TABLE 198 CLOUD: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
                                 TABLE 199 ON-PREMISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
                        14.1.1.5 Customer analytics market, by organization size
                                 TABLE 200 CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
                                 TABLE 201 LARGE ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
                                 TABLE 202 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
                        14.1.1.6 Customer analytics market, by application
                                 TABLE 203 CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION)
                        14.1.1.7 Customer analytics market, by data source
                                 TABLE 204 CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE, 2018–2025 (USD MILLION)
                        14.1.1.8 Customer analytics market, by industry vertical
                                 TABLE 205 CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
                        14.1.1.9 Customer analytics market, by region
                                 TABLE 206 CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
             14.1.2 CUSTOMER ENGAGEMENT SOLUTIONS MARKET
                        14.1.2.1 Market definition
                        14.1.2.2 Market Overview
                                 TABLE 207 GLOBAL CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, 2018–2025 (USD MILLION)
                        14.1.2.3 Customer engagement solutions market, by component
                                 TABLE 208 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY COMPONENT, 2016–2023 (USD MILLION)
                                 TABLE 209 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SOLUTION TYPE, 2016–2023 (USD MILLION)
                                 TABLE 210 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SERVICE TYPE, 2016–2023 (USD MILLION)
                        14.1.2.4 Customer engagement solutions market, by deployment
                                 TABLE 211 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION)
                        14.1.2.5 Customer engagement solutions market, by organization size
                                 TABLE 212 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
                        14.1.2.6 Customer engagement solutions market, by vertical
                                 TABLE 213 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY VERTICAL, 2016-2023 (USD MILLION)
                        14.1.2.7 Customer engagement solutions market, by region
                                 TABLE 214 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2023 (USD MILLION)
             14.1.3 CUSTOMER SUCCESS PLATFORMS MARKET
                        14.1.3.1 Market definition
                        14.1.3.2 Market Overview
                                 TABLE 215 GLOBAL CUSTOMER SUCCESS PLATFORMS MARKET SIZE, 2017–2024 (USD MILLION)
                        14.1.3.3 Customer success platforms market, by component
                                 TABLE 216 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION)
                                 TABLE 217 SOLUTION: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION)
                                 TABLE 218 SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY TYPE, 2017–2024 (USD MILLION)
                                 TABLE 219 PROFESSIONAL SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY TYPE, 2017–2024 (USD MILLION)
                        14.1.3.4 Customer success platforms market, by deployment model
                                 TABLE 220 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY DEPLOYMENT MODEL, 2017–2024 (USD MILLION)
                        14.1.3.5 Customer success platforms market, by organization size
                                 TABLE 221 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION)
                        14.1.3.6 Customer success platforms market, by industry vertical
                                 TABLE 222 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY INDUSTRY VERTICAL, 2017–2024 (USD MILLION)
                        14.1.3.7 Customer success platforms market, by region
                                 TABLE 223 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2017–2024 (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

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:

Customer Experience Management Market Size

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.

Customer Experience Management Market: Market Size Estimation

Customer Experience Management Market Estimation Size

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 determine and forecast the size of the customer experience management market based on component, touchpoint, deployment type, organization size, vertical, and region during the forecast period from 2020 to 2025
  • To forecast the size of the market segments with respect to five main regions, namely, North America, Europe, Asia Pacific (APAC), Latin America, and the Middle East & Africa (MEA)
  • To provide detailed information regarding the major factors (drivers, restraints, opportunities, and challenges) influencing the growth of the customer experience management market
  • To analyze each submarket with respect to the individual growth trends, prospects, and contributions to the total customer experience management market
  • To analyze opportunities in the market for stakeholders by identifying the high-growth segments of the customer experience management market
  • To profile the key market players comprising top vendors and startups, provide comparative analysis based on business overviews, regional presence, product offerings, business strategies, and key financials, and to illustrate the market’s competitive landscape
  • To track and analyze competitive developments, such as acquisitions, product developments, partnerships and collaborations, and Research and Development (R&D) activities, in the market

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 breakdown of the UK customer experience management market
  • Further breakdown of the Indian customer experience management market
  • Further breakdown of the Brazilian customer experience management market
  • Further breakdown of the UAE customer experience management market

Company Information

  • Detailed analysis and profiling of additional market players
COVID-19

Get in-depth analysis of the COVID-19 impact on the Customer Experience Management Market

Benchmarking the rapid strategy shifts of the Top 100 companies in the Customer Experience Management Market

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TC 2625
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Jul, 2020
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