Customer Experience Management Market

Customer Experience Management Market by Component (Solutions, Services) Touchpoint, Deployment Type, Vertical (IT & Telecom, BFSI, Retail, Healthcare, Media & Entertainment, Automotive, Travel & Hospitality), and Region - Global Forecast to 2024

Report Code: TC 2625 May, 2019, by marketsandmarkets.com
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[159 Pages Report] Digital technologies facilitate the transformation of business process models and help increase revenue generation for end-user companies. Omnichannel-based customer experience solutions enable organizations to gather customer data to provide a quick and seamless shopping experience to customers. Customer engagement, employee empowerment, business process optimization, and product enhancement are some of the business areas transformed by customer experience management solutions. Digital technologies such as Artificial Intelligence (AI), Machine Learning (ML), cloud computing, big data & analytics, mobility, and social media are incorporated in customer experience solutions to deliver better customer experiences across channels.

The customer experience management market is projected to grow from USD 7.75 billion in 2019 to USD 14.50 billion by 2024, at a CAGR of 13.3% from 2019 to 2024.

Customer Experience Management Market

By component, the solutions segment is expected to the lead market.

By component, the customer experience management market has been segmented into solutions and services. The growth of this segment can be attributed to the increasing usage by customers of digital channels such as web chat, SMS, social media, virtual assistants, and chatbots.

By deployment type, the cloud segment is projected to account for the largest share during the forecast period.

Based on ‘deployment type’, the market has been segmented into on-premises and cloud. The cloud segment is estimated to hold a larger market share, compared to the on-premises segment. The growth of the cloud segment can be attributed to the ease of deployment, low cost, and easy upgradeability and accessibility of cloud-based solutions.

By vertical, the travel & hospitality segment is expected to lead the market

The travel & hospitality segment is estimated to lead the market. Travel & hospitality is one of the fastest-growing verticals with respect to the adoption of emerging and innovative technologies, such as cloud computing, big data analytics, DevOps, digital stores, and social networks. Some of the factors driving this adoption are the rising purchasing power of customers and the need to satisfy customer expectations, which, in turn, lead to the retention of existing customers and new customer acquisitions. Presently, the travel & hospitality vertical uses the web, e-commerce, and various applications to retain and attract customers digitally. Customer experience management requires seamless integration of customer services, merchandising, pricing, inventory, and supply chain processes to enable shoppers to save time and maximize convenience.

Customer Experience Management Market

North America to lead the market during the forecast period.

North America is estimated to hold the largest share of the customer experience management market. Organizations in this region have been early adopters of customer experience management. The region has sustainable and well-established economies, which invest increasingly in R&D activities for the development of new technologies. Moreover, the presence of the majority of key vendors of customer experience management has also contributed to the growth of the market in the region.

Customer Experience Management Market

Market Dynamics

Driver: Customer-related scores helping organizations to plan better customer engagement strategy

CEM (Customer Experience Management) provides different types of customer scores, such as Customer Effort Score (CES), Customer Satisfaction (CSAT) score, and Net Promoter Score (NPS), which can be useful to organizations to rectify current shortcomings related to their customer experience strategy. CES tells about the efforts taken by customers to accomplish a task while interacting with companies. Companies want their customers to effortlessly interact with them at every touchpoint. CSAT score helps companies to know whether the customers are satisfied with their products/services. It tells about the customer satisfaction levels for a specific aspect of interaction with the brand, such as getting customer support for product exchange query. NPS is used to calculate customer loyalty by determining how likely they are to recommend the brand to others or purchase from the company again in the future. These three types of scores cover most of the customer journey and tell organizations about the customers’ perception which can be used to make better customer engagement strategies.

Restraint: Difficulty in synchronizing customer experience data collected from different touchpoints within different domains

It is essential to exchange the data extracted out from the customer experience solutions with different domains of the organizations. If there is a specific change needed in the product by a customer and it is not well correlated with the manufacturing and research domain of the organization, it can create disinterest in the mind of the customer for the product. As a result of consistent growth and the complexity of touchpoints in the customer feedback process, businesses gather significant amounts of data related to customer behaviour and expectations. Customers’ contacts with companies generate data, and when the data is not synchronized with other technologies, organizations face problems in synchronizing a large amount of information in a structured format. Data is collected from different touchpoints, and businesses must categorize it based on customer needs and expectations. Data collected from different touchpoints, such as company websites, web, mobiles, social media, and emails, differ from one another, making it difficult for organizations to combine them since they must be structured in different forms. Customer analytics is not helpful when organizational data is not synchronized. A large amount of structured and unstructured data requires significant resources, such as money, time, and expertise to analyze. Thus, it is difficult to synchronize the customer data in general format from each touchpoint.

Opportunity: Customer experience 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. What still hampers delivering seamless customer experience is that these multiple channels exist in silos and, thus, restrict an organization to provide an omnichannel experience to customers. Omnichannel customer engagement 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.

Challenge: Difficulty in getting consistent customer experience feedback through all channels

The customers’ every interaction with a company matters for delivering memorable customer experience and consistency across the customer life cycle. Good customer experience 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.

Scope of the Report

Report Metric

Details

Market size available for years

2017–2024

Base year considered

2018

Forecast period

2019–2024

Forecast units

Billion (USD)

Segments covered

Component, Vertical, Touchpoint, Deployment Type, and Region

Geographies covered

North America, Europe, Asia Pacific, Middle East & Africa, and Latin America

Companies covered

Key market players including,
Adobe Systems (US), Oracle Corporation (US), SAP (Germany), IBM (US), Avaya Inc. (US), NICE Systems (Israel), Nokia (Finland), OpenText (Canada), Tech Mahindra (India), Verint Systems (US), Zendesk (US), SDL (UK), MaritzCX (US), Medallia (US), InMoment (US), SAS Institute (US), Clarabridge (US), and Sitecore (US

The research report categorizes the Customer Experience Management Market to forecast the revenues and analyze the trends in each of the following sub-segments:

By Component

  • Solutions
  • Services
    • Professional Services
      • Consulting Services
      • Support & Maintenance
      • Training
    • Managed Services

By Vertical,

  • IT & Telecom
  • Banking, Financial Services & Insurance (BFSI)
  • Retail
  • Healthcare
  • Automotive
  • Travel & Hospitality
  • Media & Entertainment
  • Public Sector
  • Others

By Touchpoint

  • Website
  • Store
  • Call Center
  • Mobile App
  • Social Media
  • Email
  • Virtual Assistants
  • Others*

By Deployment,

  • Cloud
  • On-Premises

By Region,

  • North America
    • US
    • Canada
  • Europe
    • Germany
    • UK
  • Asia Pacific
    • China
    • Australia
    • Rest of Asia Pacific
  • Middle East & Africa
    • UAE
    • South Africa
    • Saudi Arabia
    • Rest of Middle East & Africa

Key Market Players

Adobe Systems (US), Oracle Corporation (US), SAP (Germany), IBM (US), Avaya Inc. (US).

Recent Developments

  • In April 2019, Avaya Holdings Corp., the parent of Avaya Inc., launched self-service automation capabilities with simple, easy to navigate conversational interfaces integrated with its Avaya IX Contact Center solutions.
  • In April 2019, Oracle collaborated with Prada to provide the company with advanced technological solutions to support its retail processes. This collaboration also includes the provision of Oracle Retail Customer Engagement Cloud Service and Oracle Retail Xstore Point of Service that will provide Prada real-time visibility into all customer-related details across every touchpoint, offering a personalized shopping experience to its customers.
  • In March 2019, Adobe announced the availability of its customer experience product, Adobe Experience Cloud, globally. This product will enable its users to access personalized profiles by stitching together data from across the enterprise and by leveraging Adobe Sensei artificial intelligence (AI) and machine learning.
  • In February 2019, IBM partnered with BUCKiTDREAM to provide it with Watson Marketing for improved personalized brand engagement experiences to its customers. This partnership would analyze customer data patterns, thereby providing actionable insights for greater discovery and personalization to drive commerce conversions.
  • In January 2019, SAP acquired Qualtrics International, one of the global pioneers of the experience management software. This acquisition will help SAP to accelerate the new experience management category by combining experience data and operational data.

Critical questions the report answers:

  • Who are the leading vendors operating in this market?
  • What are the upcoming trends for the customer experience management market?
  • What will be the revenue-generating pockets for the key players in the market?
  • What are the key sustainability strategies adopted by major market players?

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. - 21)
    1.1 OBJECTIVES OF THE STUDY
    1.2 MARKET DEFINITION
    1.3 MARKET SCOPE
           1.3.1 MARKET SEGMENTATION
           1.3.2 REGIONAL SCOPE
    1.4 YEARS CONSIDERED FOR THE STUDY
    1.5 CURRENCY
    1.6 STAKEHOLDERS

2 RESEARCH METHODOLOGY (Page No. - 25)
    2.1 RESEARCH DATA
           FIGURE 1 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN
           2.1.1 SECONDARY DATA
           2.1.2 PRIMARY DATA
                    2.1.2.1 Breakup of primaries
                              FIGURE 2 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 3 CUSTOMER EXPERIENCE MANAGEMENT MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
           2.3.1 TOP-DOWN APPROACH
           2.3.2 BOTTOM-UP APPROACH
    2.4 MARKET FORECAST
           TABLE 1 FACTOR ANALYSIS
    2.5 RESEARCH ASSUMPTIONS
    2.6 LIMITATIONS

3 EXECUTIVE SUMMARY (Page No. - 33)
     FIGURE 4 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2019-2024
     FIGURE 5 BASED ON COMPONENT, SOLUTIONS SEGMENT ESTIMATED TO LEAD MARKET IN 2019
     FIGURE 6 BASED ON DEPLOYMENT TYPE, CLOUD SEGMENT ESTIMATED TO ACCOUNT FOR LARGER MARKET SHARE IN 2019, COMPARED TO ON-PREMISES SEGMENT
     FIGURE 7 BASED ON VERTICAL, TRAVEL & HOSPITALITY SEGMENT IS ESTIMATED TO LEAD THE MARKET IN 2019
     FIGURE 8 CUSTOMER EXPERIENCE MANAGEMENT MARKET: REGIONAL SNAPSHOT

4 PREMIUM INSIGHTS (Page No. - 38)
    4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
          FIGURE 9 INCREASING USE OF CUSTOMER-RELATED SCORES BY ORGANIZATIONS TO PLAN BETTER CUSTOMER ENGAGEMENT STRATEGY IS EXPECTED TO GROW THE MARKET FROM 2019 TO 2024
    4.2 ASIA PACIFIC MARKET, BY COMPONENT AND COUNTRY
           FIGURE 10 SOLUTIONS SEGMENT AND AUSTRALIA & NEW ZEALAND ESTIMATED TO ACCOUNT FOR THE LARGESTMARKET SHARE IN ASIA PACIFIC IN 2019
    4.3 CUSTOMER EXPERIENCE MANAGEMENT MARKET: MAJOR COUNTRIES
          FIGURE 11 INDIA AND SOUTH AFRICA PROJECTED TO REGISTER HIGHEST CAGR FROM 2019 TO 2024

5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 41)
    5.1 INTRODUCTION
    5.2 EVOLUTION
          FIGURE 12 ADVANCEMENTS IN COMMUNICATION TECHNOLOGY ARE MAJOR DRIVING FACTORS FOR MARKET
    5.3 MARKET DYNAMICS
          FIGURE 13 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CUSTOMER EXPERIENCE MANAGEMENT MARKET
           5.3.1 DRIVERS
                    5.3.1.1 Need for better understanding customers increasing the demand for customer experience management solutions
                    5.3.1.2 Customer-related scores helping organizations to plan better customer engagement strategy
                    5.3.1.3 Customer experience management solutions help in reducing customer churn rates
           5.3.2 RESTRAINTS
                    5.3.2.1 Difficulty in synchronizing customer experience data collected from different touchpoints within different domains
           5.3.3 OPPORTUNITIES
                    5.3.3.1 Customer experience solutions help in keeping customer engagement through omnichannel
                    5.3.3.2 Information extracted from customer experience solutions can be used to make optimal customer experience strategy
           5.3.4 CHALLENGES
                    5.3.4.1 Difficulty in getting consistent customer experience feedback through all channels
                    5.3.4.2 Difficulty in consolidating data of customer in a single customer view
    5.4 USE CASES
           5.4.1 USE CASE 1: ICICI BANK TRANSFORMS ITS CUSTOMER EXPERIENCE WITH GENESYS
           5.4.2 USE CASE 2: SAFARICOM USES NOKIA CUSTOMER EXPERIENCE MANAGEMENT ON DEMAND
           5.4.3 USE CASE 3: SCHWAN’S COMPANY USES ORACLE CROSS-CHANNEL MARKETING
           5.4.4 USE CASE 4: OPENTEXT AND LIVESITE’S SOLUTIONS HELP IN DELIVERING INFORMATION ACCORDING TO ITS MEMBERS’ NEED AND WHEN THEY NEED IT

6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT (Page No. - 49)
    6.1 INTRODUCTION
          FIGURE 14 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD (2019-2024)
          TABLE 2 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2019—2024 (USD MILLION)
    6.2 SOLUTIONS
           TABLE 3 SOLUTIONS: MARKET SIZE, BY REGION, 2019—2024 (USD MILLION)
           6.2.1 OMNI-CHANNEL
                    6.2.1.1 Omni-channel provides seamless experience across multiple channels
           6.2.2 MACHINE LEARNING
                    6.2.2.1 Machine Learning solution learns from prior experiences of customer touchpoints to enrich the current and future interactions of customers
           6.2.3 ANALYTICS
                    6.2.3.1 Analytics allow organizations to use artificial intelligence on the feedback of customers and helps the organizations to offer tailored solutions
           6.2.4 WORKFORCE OPTIMIZATION
                    6.2.4.1 The workforce optimization software helps optimize agents’ performance and boosts the productivity of the organizations
    6.3 SERVICES
          TABLE 4 SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019—2024 (USD MILLION)
          TABLE 5 SERVICES: MARKET SIZE, BY TYPE, 2019—2024 (USD MILLION)
           6.3.1 PROFESSIONAL SERVICES
                    TABLE 6 PROFESSIONAL SERVICES: MARKET SIZE, BY TYPE, 2019—2024 (USD MILLION)
                    6.3.1.1 Consulting services
                               6.3.1.1.1 Consulting services help eliminate complexities and reintegrate functions in a simplified environment by meeting clients’ business needs
                    6.3.1.2 Support & maintenance services
                               6.3.1.2.1 Support & maintenance services help in ensuring the overall development of the customer experience management solutions
                    6.3.1.3 Training
                               6.3.1.3.1 Training is required to ensure CX solutions work at their optimum performance levels
           6.3.2 MANAGED SERVICES
                    6.3.2.1 Managed service providers handle end-to-end deployment and after sales services for the solutions.
                            TABLE 7 MANAGED SERVICES: MARKET SIZE, BY REGION, 2019—2024 (USD MILLION)

7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT (Page No. - 57)
    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. - 60)
    8.1 INTRODUCTION
          FIGURE 15 CLOUD SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE DURING THE FORECAST PERIOD
          TABLE 8 MARKET, BY DEPLOYMENT TYPE, 2019–2024 (USD MILLION)
    8.2 ON-PREMISES
           8.2.1 DATA SECURITY AND MAINTENANCE TO SUSTAIN THE GROWTH OF ON-PREMISES CUSTOMER EXPERIENCE SOLUTIONS DEPLOYMENT
                 TABLE 9 ON-PREMISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019–2024 (USD MILLION)
    8.3 CLOUD
           8.3.1 PERFORMANCE AND COST EFFICIENCY TO INCREASE CLOUD DEPLOYMENTS OF CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS
                 TABLE 10 CLOUD: MARKET, BY REGION, 2019–2024 (USD MILLION)

9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL (Page No. - 64)
    9.1 INTRODUCTION
          FIGURE 16 AUTOMOTIVE SEGMENT PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
          TABLE 11 MARKET, BY VERTICAL, 2019–2024 (USD MILLION)
    9.2 IT AND TELECOM
           9.2.1 INTENSE COMPETITION TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE IT AND TELECOM SECTOR
                 TABLE 12 IT & TELECOM: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019–2024 (USD MILLION)
    9.3 BFSI
           9.3.1 GROWING DIGITAL MOBILITY TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE BFSI SECTOR
                 TABLE 13 BFSI: MARKET, BY REGION, 2019–2024 (USD MILLION)
    9.4 RETAIL
           9.4.1 CHANGING CONSUMER BEHAVIOR TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE RETAIL SECTOR
                 TABLE 14 RETAIL: MARKET, BY REGION, 2019–2024 (USD MILLION)
    9.5 HEALTHCARE
           9.5.1 IMPROVEMENT OF PATIENT EXPERIENCE TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE HEALTHCARE SECTOR
                 TABLE 15 HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2024 (USD MILLION)
    9.6 AUTOMOTIVE
           9.6.1 TECHNOLOGICAL INNOVATIONS TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE AUTOMOTIVE SECTOR
                 TABLE 16 AUTOMOTIVE: MARKET, BY REGION, 2019–2024 (USD MILLION)
    9.7 TRAVEL AND HOSPITALITY
           9.7.1 GROWING DEMAND FOR CUSTOMER ENGAGEMENT SERVICES TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE TRAVEL AND HOSPITALITY SECTOR
                 TABLE 17 TRAVEL & HOSPITALITY: MARKET, BY REGION, 2019–2024 (USD MILLION)
    9.8 MEDIA AND ENTERTAINMENT
           9.8.1 INCREASING DIGITIZATION OF SERVICES TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE MEDIA AND ENTERTAINMENT SECTOR
                 TABLE 18 MEDIA & ENTERTAINMENT: MARKET, BY REGION, 2019–2024 (USD MILLION)
    9.9 PUBLIC SECTOR
           9.9.1 INCREASING CUSTOMER EXPECTATION FOR IMPROVED SERVICES TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE PUBLIC SECTOR
                 TABLE 19 PUBLIC SECTOR: MARKET, BY REGION, 2019–2024 (USD MILLION)
    9.10 OTHERS
         TABLE 20 OTHERS: MARKET, BY REGION, 2019–2024 (USD MILLION)

10 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION (Page No. - 75)
     10.1 INTRODUCTION
            FIGURE 17 NORTH AMERICA ESTIMATED TO HOLD THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD
            TABLE 21 MARKET, BY REGION, 2019–2024 (USD MILLION)
            FIGURE 18 ASIA PACIFIC MARKET TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
     10.2 NORTH AMERICA
            FIGURE 19 NORTH AMERICA: MARKET SNAPSHOT
            TABLE 22 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT, 2019–2024 (USD MILLION)
            TABLE 23 NORTH AMERICA: MARKET, BY SERVICES, 2019–2024 (USD MILLION)
            TABLE 24 NORTH AMERICA: MARKET, BY PROFESSIONAL SERVICES, 2019–2024 (USD MILLION)
            TABLE 25 NORTH AMERICA: MARKET, BY VERTICAL, 2019–2024 (USD MILLION)
            TABLE 26 NORTH AMERICA: MARKET, BY DEPLOYMENT TYPE, 2019–2024 (USD MILLION)
            TABLE 27 NORTH AMERICA: MARKET, BY COUNTRY, 2019–2024 (USD MILLION)
             10.2.1 US
                       10.2.1.1 Rapid adoption of advanced technologies such as cloud computing, AI, and data analytics to drive the growth of the US customer experience management market
             10.2.2 CANADA
                       10.2.2.1 Rising customer expectations to drive the growth of the market in Canada
     10.3 EUROPE
          TABLE 28 EUROPE: MARKET, BY COMPONENT, 2019–2024 (USD MILLION)
          TABLE 29 EUROPE: MARKET, BY SERVICES, 2019–2024 (USD MILLION)
          TABLE 30 EUROPE: MARKET, BY PROFESSIONAL SERVICES, 2019–2024 (USD MILLION)
          TABLE 31 EUROPE: MARKET, BY VERTICAL, 2019–2024 (USD MILLION)
          TABLE 32 EUROPE: MARKET, BY DEPLOYMENT TYPE, 2019–2024 (USD MILLION)
          TABLE 33 EUROPE: MARKET, BY COUNTRY, 2019–2024 (USD MILLION)
             10.3.1 UK
                       10.3.1.1 Growing digital transformation to drive the customer experience management market in the UK
             10.3.2 GERMANY
                       10.3.2.1 Increase in digital mobility and digital spending to drive the growth of the market in Germany
             10.3.3 FRANCE
                       10.3.3.1 Increasing digital transformation to drive the growth of the market in France
             10.3.4 REST OF EUROPE
     10.4 ASIA PACIFIC
            FIGURE 20 ASIA PACIFIC: MARKET SNAPSHOT
            TABLE 34 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT, 2019–2024 (USD MILLION)
            TABLE 35 ASIA PACIFIC: MARKET, BY SERVICES, 2019–2024 (USD MILLION)
            TABLE 36 ASIA PACIFIC: MARKET, BY PROFESSIONAL SERVICES, 2019–2024 (USD MILLION)
            TABLE 37 ASIA PACIFIC: MARKET, BY VERTICAL, 2019–2024 (USD MILLION)
            TABLE 38 ASIA PACIFIC: MARKET, BY DEPLOYMENT TYPE, 2019–2024 (USD MILLION)
            TABLE 39 ASIA PACIFIC: MARKET, BY COUNTRY, 2019–2024 (USD MILLION)
             10.4.1 AUSTRALIA & NEW ZEALAND
                       10.4.1.1 Rapid technological adoption to drive the growth of customer experience in Australia and New

Zealand
             10.4.2 INDIA
                       10.4.2.1 Growing adoption of customer-centric strategies by businesses to drive the growth of the customer experience management market in India
             10.4.3 CHINA
                       10.4.3.1 Increasing adoption of customer experience offerings in various sectors to drive market growth in China
             10.4.4 REST OF ASIA PACIFIC
     10.5 LATIN AMERICA
          TABLE 40 LATIN AMERICA: MARKET, BY COMPONENT, 2019–2024 (USD MILLION)
          TABLE 41 LATIN AMERICA: MARKET, BY SERVICES, 2019–2024 (USD MILLION)
          TABLE 42 LATIN AMERICA: MARKET, BY PROFESSIONAL SERVICES, 2019–2024 (USD MILLION)
          TABLE 43 LATIN AMERICA: MARKET, BY VERTICAL, 2019–2024 (USD MILLION)
          TABLE 44 LATIN AMERICA: MARKET, BY DEPLOYMENT TYPE, 2019–2024 (USD MILLION)
          TABLE 45 LATIN AMERICA: MARKET, BY COUNTRY, 2019–2024 (USD MILLION)
             10.5.1 BRAZIL
                       10.5.1.1 Growing adoption of cloud computing to drive the growth of the customer experience management market in Brazil
             10.5.2 MEXICO
                       10.5.2.1 Rapid digital transformation to drive the growth of the market in Mexico
             10.5.3 REST OF LATIN AMERICA
     10.6 MIDDLE EAST & AFRICA
          TABLE 46 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT, 2019–2024 (USD MILLION)
          TABLE 47 MIDDLE EAST & AFRICA: MARKET, BY SERVICES, 2019–2024 (USD MILLION)
          TABLE 48 MIDDLE EAST AND AFRICA: MARKET, BY PROFESSIONAL SERVICES, 2019–2024 (USD MILLION)
          TABLE 49 MIDDLE EAST & AFRICA: MARKET, BY VERTICAL, 2019–2024 (USD MILLION)
          TABLE 50 MIDDLE EAST & AFRICA: MARKET, BY DEPLOYMENT TYPE, 2019–2024 (USD MILLION)
          TABLE 51 MIDDLE EAST & AFRICA: MARKET, BY COUNTRY, 2019–2024 (USD MILLION)
             10.6.1 UAE
                       10.6.1.1 Adoption of latest technologies to drive the growth of the customer experience management market in the UAE
             10.6.2 SAUDI ARABIA
                       10.6.2.1 Adoption of cloud computing to drive the growth of the market in Saudi Arabia
             10.6.3 SOUTH AFRICA
                       10.6.3.1 Strategic implementation of customer experience by businesses to drive the growth of the market in South Africa
             10.6.4 REST OF MIDDLE EAST & AFRICA

11 COMPETITIVE LANDSCAPE (Page No. - 99)
     11.1 COMPETITIVE LEADERSHIP MAPPING
             11.1.1 VISIONARY LEADERS
             11.1.2 INNOVATORS
             11.1.3 DYNAMIC DIFFERENTIATORS
             11.1.4 EMERGING COMPANIES
                    FIGURE 21 CUSTOMER EXPERIENCE MANAGEMENT MARKET (GLOBAL) COMPETITIVE LEADERSHIP MAPPING
     11.2 STRENGTH OF PRODUCT PORTFOLIO
     11.3 BUSINESS STRATEGY EXCELLENCE
     11.4 COMPETITIVE LEADERSHIP MAPPING (START-UP/SMES)
             11.4.1 PROGRESSIVE COMPANIES
             11.4.2 STARTING BLOCKS
             11.4.3 RESPONSIVE COMPANIES
             11.4.4 DYNAMIC COMPANIES
                    FIGURE 22 CUSTOMER EXPERIENCE MANAGEMENT MARKET, COMPETITIVE LEADERSHIP MAPPING, STARTUP COMPANIES, 2019
     11.5 MARKET RANKING FOR THE MARKET, 2018
          FIGURE 23 MARKET RANKING, 2018

12 COMPANY PROFILES (Page No. - 106)
(Business Overview, Products & Solutions, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
     12.1 ADOBE SYSTEMS
          FIGURE 24 ADOBE SYSTEMS: COMPANY SNAPSHOT
          FIGURE 25 ADOBE SYSTEMS: SWOT ANALYSIS
     12.2 IBM
          FIGURE 26 IBM: COMPANY SNAPSHOT
          FIGURE 27 IBM: SWOT ANALYSIS
     12.3 ORACLE CORPORATION
          FIGURE 28 ORACLE CORPORATION: COMPANY SNAPSHOT
          FIGURE 29 ORACLE: SWOT ANALYSIS
     12.4 AVAYA INC.
          FIGURE 30 AVAYA INC.: COMPANY SNAPSHOT
          FIGURE 31 AVAYA: SWOT ANALYSIS
     12.5 NICE SYSTEMS
          FIGURE 32 NICE SYSTEMS: COMPANY SNAPSHOT
          FIGURE 33 NICE SYSTEMS: SWOT ANALYSIS
     12.6 NOKIA
          FIGURE 34 NOKIA: COMPANY SNAPSHOT
          FIGURE 35 NOKIA: SWOT ANALYSIS
     12.7 SAP
          FIGURE 36 SAP: COMPANY SNAPSHOT
          FIGURE 37 SAP: SWOT ANALYSIS
     12.8 OPENTEXT
          FIGURE 38 OPENTEXT: COMPANY SNAPSHOT
     12.9 TECH MAHINDRA
          FIGURE 39 TECH MAHINDRA: COMPANY SNAPSHOT
     12.10 VERINT SYSTEMS
           FIGURE 40 VERINT SYSTEMS: COMPANY SNAPSHOT
     12.11 ZENDESK
           FIGURE 41 ZENDESK: COMPANY SNAPSHOT
     12.12 SDL
           FIGURE 42 SDL: COMPANY SNAPSHOT
     12.13 MARITZCX
     12.14 MEDALLIA
     12.15 INMOMENT
     12.16 SAS INSTITUTE
     12.17 CLARABRIDGE
     12.18 SITECORE

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

13 APPENDIX (Page No. - 147)
     13.1 INDUSTRY EXCERPTS
     13.2 DISCUSSION GUIDE
     13.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
     13.4 AVAILABLE CUSTOMIZATIONS
     13.5 RELATED REPORTS
     13.6 AUTHOR DETAILS

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

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

Customer Experience Management Market Size Estimation

For making market estimates and forecasting the 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 market using the revenues and offerings of the key companies in the market. The research methodology used to estimate the market size includes the following:

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

Data Triangulation

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

Report Objectives

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

Available Customizations

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

Product Analysis

  • Product matrix provides detailed product information and comparisons

Geographic Analysis

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

Company Information

  • Detailed analysis and profiling of additional market players

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Related Technologies/Products

 

Adjacent Markets

Mar. Size
2018
CAGR 2018-23

Competitive Landscape

 
 
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Report Code
TC 2625
Published ON
May, 2019
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