Customer Experience Management Market

Customer Experience Management Market by Offering (Solutions, Services), Touchpoint, Deployment Type, Organization Size, Vertical (Travel & Hospitality, BFSI, Retail, Healthcare, IT & Telecom) and Region - Global Forecast to 2028

Report Code: TC 2625 Aug, 2023, by marketsandmarkets.com

The global Customer Experience Management Market is estimated to be worth USD 11.4 billion in 2023 and is projected to reach USD 20.4 billion by 2028, at a CAGR of 12.2% during the forecast period. Businesses realize that delivering exceptional customer interactions, personalized journeys, and seamless multichannel experiences is essential for fostering loyalty and maintaining a competitive edge. Integrating advanced technologies such as AI, analytics, and cloud platforms amplifies the impact of customer experience management strategies. As companies focus on understanding and meeting customer expectations, the market is witnessing substantial expansion, reflecting the ongoing commitment to creating meaningful and enduring customer connections in an ever-changing business landscape.

Customer Experience Management Market

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Customer Experience Management Market

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Customer Experience Management Market Trends

Driver: Empowering Loyalty and Growth through Personalized Interactions and Cutting-edge Technologies

Pursuing personalized interactions, data-driven insights, and seamless multichannel engagement has become a cornerstone for businesses aiming to foster loyalty and growth. The infusion of cutting-edge technologies like AI, analytics, and integrated platforms amplifies the impact of customer experience management strategies. As companies strive to align with customer needs and preferences, the market experiences robust growth, reflecting the continuous endeavor to cultivate meaningful and enduring relationships that drive success in today's dynamic business landscape.

Restraint: Investment Barriers and Data Security Concerns

The requirement for significant investments in technology infrastructure, talent acquisition, and training  acts as a barrier for smaller businesses seeking to adopt comprehensive customer experience management solutions. Moreover, ensuring data privacy and security in an increasingly digitized landscape remains a critical concern, with potential breaches undermining customer trust and damaging brand reputation posing a significant restraint in customer experience management market.

Opportunity: Harnessing Advanced Technologies and Data-driven Insights to Elevate Customer Experiences

As customers increasingly demand personalized, seamless, and engaging experiences across various touchpoints, the market presents a wide scope for innovation. Integrating advanced technologies such as AI, machine learning, and predictive analytics opens avenues for predictive and proactive customer engagement. Additionally, the rising trend of omnichannel strategies further accentuates the potential for businesses to provide consistent experiences across diverse platforms. Moreover, the increasing emphasis on data-driven decision-making allows companies to gain deep insights into customer behaviors and preferences, refining strategies and strengthening customer relationships. This landscape of evolving consumer expectations, technological advancements, and data-driven insights creates a fertile ground for businesses to revolutionize their approaches and elevate their market presence through customer experience management.

Challenge: Navigating Dynamic Consumer Preferences and Complex Data Realities

As consumer preferences shift and adapt to technological innovations and market trends, businesses face the constant challenge of staying aligned with these dynamic expectations. This necessitates continuously updating strategies, tools, and platforms to ensure they remain relevant and effective. Moreover, the vast array of customer touchpoints across digital and physical landscapes adds complexity, requiring seamless integration to provide consistent experiences. Additionally, while data is valuable, managing and harnessing it effectively for actionable insights can be challenging, particularly in a landscape that demands stringent data privacy and security compliance.

Customer Experience Management Market Ecosystem

Customer Experience Management Market

The major players in the customer experience management market are Adobe, IBM, Oracle, Avaya, Nice, Nokia, and so on. The customer experience management market is driven by prominent companies that have established themselves as leaders in the industry. These companies are well-established, financially stable, and have a proven track record of providing innovative solutions and services in customer experience management. Their diverse product portfolio spans infrastructure, solutions, applications, and services, enabling them to cater to the market’s evolving needs. With state-of-the-art technologies and extensive capabilities, these companies are at the forefront of driving the advancement of customer experience management technology.

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

During the forecast period, the cloud deployment segment is anticipated to establish a significant presence in the market, constituting a larger market size. Businesses increasingly recognize the advantages of cloud-based solutions, which offer scalability, flexibility, and streamlined resource access. The cloud deployment model enables organizations to implement and manage customer experience management solutions, ensuring real-time insights and personalized engagements across various touchpoints. This aligns well with customers’ evolving demands for seamless interactions in an omnichannel environment. As companies focus on optimizing operations, enhancing agility, and catering to digitally-savvy consumers, the cloud deployment segment emerges as a central driver of growth in the customer experience management market.

By organization size, the large enterprise segment to lead the market during the forecast period

During the forecast period, the customer experience management market is anticipated to be led by the large enterprise segment in terms of organization size. This can be attributed to large enterprises' substantial resources and capabilities, allowing them to invest in comprehensive customer experience management solutions. As these organizations aim to enhance customer satisfaction and loyalty through tailored interactions and seamless engagements, adopting advanced technologies, data analytics, and integrated platforms becomes paramount. The ability to allocate significant budgets for technology implementation, talent acquisition, and training positions large enterprises as frontrunners in shaping the customer experience management landscape. Their capacity to navigate complex business environments and the resources to deploy customer-centric strategies cements their role as drivers of growth and innovation in the market.

By region, North America to dominate market during the forecast period

Throughout the forecast period, North America is anticipated to maintain a dominant customer experience management market position. This stronghold can be attributed to the region's advanced technological infrastructure, mature market ecosystem, and persistent focus on delivering exceptional customer interactions. As businesses across industries recognize the pivotal role of customer experience in fostering loyalty and competitiveness, North American companies are investing significantly in cutting-edge technologies, data analytics, and personalized engagement strategies. Moreover, the region's consumer base is accustomed to seamless digital experiences, further driving the demand for innovative customer experience management solutions. With a strong commitment to customer-centricity and robust adoption of emerging technologies, North America is poised to retain its leadership in shaping the customer experience management landscape.

Customer Experience Management Market Size, and Share

Key Market Players:

The major players in the customer experience management market are 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), Skyvera (US), MindTouch (US), Algonomy (US), and Sogolytics (US).

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Scope of the Report

Report Metrics

Details

Market size available for years

2017-2028

Base year considered

2022

Forecast period

2023-2028

Forecast units

Value (USD) Million/Billion

Segments Covered

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

Region covered

North America, Europe, Asia Pacific, Middle East and Africa, 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 (US), Clarabridge (US), Sitecore (US), NGDATA (Belgium), Amperity (US), Mixpanel (US), Segment.io (US), Skyvera (US), MindTouch (US), Algonomy (US), and Sogolytics (US)

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

Based on Offering:
  • Solutions
    • Omnichannel
    • Machine learning
    • Analytics
    • Workforce optimization
  • Services
    • Professional services
      • Deployment & integration
      • Support & maintenance
      • Consulting & 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 & Telecom
  • BFSI
  • Retail
  • Healthcare
  • Automotive
  • Travel & hospitality
  • Media & entertainment
  • Public sector
  • Other verticals (education, transportation, and logistics)
Based on regions:
  • North America
    • US
    • Canada
  • Europe
    • UK
    • Germany
    • France
    • Italy
    • Spain
    • Rest of Europe
  • Asia Pacific (APAC)
    • Australia and New Zealand (ANZ)
    • China
    • India
    • Japan
    • Rest of Asia Pacific
  • Middle East and Africa (MEA)
    • United Arab Emirates (UAE)
    • South Africa
    • Saudi Arabia
    • Rest of Middle East & Africa
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America

Recent Developments

  • May 2023 - Oracle announced the rollout of its cloud-based retail solutions at Prada Group. The luxury brand integrates its physical and digital products to better connect with its clients and use data to provide an ever-more-tailored experience.
  • April 2023 - To help customers accelerate their cloud-centric digital transformation, OpenText unveiled OpenText Cloud Editions (CE) 23.2, which includes around 75,000 advancements from the previous year.
  • May 2022 - At its flagship conference, Zendesk introduced new products intended to make conversations the focal point of CRM. Along with this, the company unveiled a brand-new employee experience solution to assist companies in modernizing internal processes and improving the hybrid work environment.
  • March 2022 - As part of its sales and marketing division's digital transformation, Adobe announced that BMW Group, one of the top worldwide auto and motorcycle manufacturers, has expanded its cooperation with Adobe. BMW Group, which owns the brands BMW, Rolls-Royce, MINI, and BMW Motorrad, is using Adobe Experience Cloud to create personalized digital experiences as it works towards its three-year goal of selling a quarter of all its vehicles online. Using a data-driven, individualized strategy, BMW Group will provide customers with seamless online and offline experiences, including personalized vehicles, doorstep delivery, and unique post-purchase services.

Frequently Asked Questions (FAQ):

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TABLE OF CONTENTS
 
1 INTRODUCTION (Page No. - 29)
    1.1 STUDY OBJECTIVES 
    1.2 MARKET DEFINITION 
           1.2.1 INCLUSIONS AND EXCLUSIONS
    1.3 STUDY SCOPE 
           1.3.1 MARKET SEGMENTATION
           1.3.2 REGIONAL SCOPE
    1.4 YEARS CONSIDERED 
    1.5 CURRENCY CONSIDERED 
           TABLE 1 USD EXCHANGE RATES, 2020–2022
    1.6 STAKEHOLDERS 
    1.7 SUMMARY OF CHANGES 
 
2 RESEARCH METHODOLOGY (Page No. - 34)
    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 primary participants
                               FIGURE 2 BREAKUP OF PROFILES OF PRIMARY PARTICIPANTS: BY COMPANY TYPE, DESIGNATION, AND REGION
    2.2 DATA TRIANGULATION 
    2.3 MARKET SIZE ESTIMATION 
           2.3.1 TOP-DOWN APPROACH
                    FIGURE 3 MARKET SIZE ESTIMATION: TOP-DOWN APPROACH (SPENDING-SIDE ANALYSIS)
           2.3.2 BOTTOM-UP APPROACH
                    FIGURE 4 MARKET SIZE ESTIMATION:  BOTTOM-UP APPROACH (SUPPLY-SIDE ANALYSIS) (1/2)
                    FIGURE 5 MARKET SIZE ESTIMATION:  BOTTOM-UP APPROACH (SUPPLY-SIDE ANALYSIS) (2/2)
    2.4 MARKET FORECAST 
           TABLE 2 FACTOR ANALYSIS
    2.5 RESEARCH ASSUMPTIONS 
    2.6 LIMITATIONS AND RISK ASSESSMENT 
    2.7 RECESSION IMPACT 
           FIGURE 6 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RECESSION IMPACT
 
3 EXECUTIVE SUMMARY (Page No. - 42)
    FIGURE 7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2021–2028 
    FIGURE 8 MAJOR SEGMENTS IN MARKET, 2023 
    FIGURE 9 MARKET: REGIONAL SHARE AND  KEY DRIVING FACTORS, 2023 
 
4 PREMIUM INSIGHTS (Page No. - 46)
    4.1 ATTRACTIVE OPPORTUNITIES FOR KEY PLAYERS IN CUSTOMER EXPERIENCE MANAGEMENT MARKET 
           FIGURE 10 GROWING NEED TO ENHANCE CUSTOMER LOYALTY TO DRIVE MARKET
    4.2 MARKET, BY OFFERING 
           FIGURE 11 SOLUTIONS SEGMENT TO LEAD MARKET IN 2023
    4.3 MARKET, BY SERVICE 
           FIGURE 12 MANAGED SERVICES SEGMENT TO ACCOUNT FOR LARGER SHARE  IN 2023
    4.4 MARKET,  BY PROFESSIONAL SERVICE 
           FIGURE 13 DEPLOYMENT & INTEGRATION SERVICES SEGMENT TO ACCOUNT FOR LARGEST SHARE IN 2023
    4.5 MARKET, BY VERTICAL 
           FIGURE 14 RETAIL SEGMENT TO LEAD MARKET IN 2023
    4.6 MARKET,  BY DEPLOYMENT MODE 
           FIGURE 15 CLOUD SEGMENT TO LEAD MARKET IN 2023
    4.7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 
           FIGURE 16 ASIA PACIFIC TO GROW AT HIGHEST RATE DURING FORECAST PERIOD
    4.8 ASIA PACIFIC: MARKET, BY OFFERING AND KEY COUNTRY 
           FIGURE 17 SOLUTIONS SEGMENT AND AUSTRALIA & NEW ZEALAND TO ACCOUNT FOR SIGNIFICANT SHARE IN 2023
    4.9 MARKET, BY COUNTRY 
           FIGURE 18 INDIA TO REGISTER HIGHEST GROWTH DURING FORECAST PERIOD
 
5 MARKET OVERVIEW AND INDUSTRY TRENDS (Page No. - 51)
    5.1 INTRODUCTION 
    5.2 MARKET DYNAMICS 
           FIGURE 19 CUSTOMER EXPERIENCE MANAGEMENT MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
           5.2.1 DRIVERS
                    5.2.1.1 Increased need to establish learning behavior with customers
                    5.2.1.2 Demand for enhanced customer satisfaction and responsiveness
                    5.2.1.3 Need for companies to drive increased customer loyalty
                    5.2.1.4 Focus on establishing coordination among customer contact channels and customer experience management personnel
                    5.2.1.5 Growing emphasis on customer lifetime value
                    5.2.1.6 Rising demand for customer experience management solutions
                    5.2.1.7 Need for better customer engagement strategy
                    5.2.1.8 Need for CEM solutions to reduce customer churn rates
                    5.2.1.9 Need to maintain customer engagement through omnichannels
           5.2.2 RESTRAINTS
                    5.2.2.1 Use of incomplete data while calculating CE matrix
                    5.2.2.2 Data synchronization complexities
           5.2.3 OPPORTUNITIES
                    5.2.3.1 Growth in collection of information using single platform
                    5.2.3.2 Increasing use of insights to predict customer intents
                    5.2.3.3 Increasing extraction of information extracted from CEM solutions for optimal strategies
           5.2.4 CHALLENGES
                    5.2.4.1 Lack of innovation
                    5.2.4.2 Difficulty in ensuring CE RoI
                    5.2.4.3 Concerns over data privacy and security
                    5.2.4.4 Difficulty in getting different CE feedback through channels
                    5.2.4.5 Lack of synchronization in customer experience data collected from different touchpoints within various domains
    5.3 INDUSTRY TRENDS 
           5.3.1 VALUE CHAIN ANALYSIS
                    FIGURE 20 CUSTOMER EXPERIENCE MANAGEMENT MARKET: VALUE CHAIN ANALYSIS
           5.3.2 ECOSYSTEM ANALYSIS
                    TABLE 3 ROLE OF PLAYERS IN MARKET ECOSYSTEM
           5.3.3 PORTER’S FIVE FORCES MODEL
                    TABLE 4 IMPACT OF PORTER’S FIVE FORCES ON 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 Intensity of competitive rivalry
           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 21 REVENUE SHIFT IN CUSTOMER EXPERIENCE MANAGEMENT MARKET
           5.3.6 PATENT ANALYSIS
                    FIGURE 22 TOP 10 COMPANIES WITH HIGHEST NO. OF PATENT APPLICATIONS  IN LAST 3 YEARS
                    FIGURE 23 NUMBER OF PATENTS GRANTED, 2018–2022
           5.3.7 AVERAGE SELLING PRICE ANALYSIS
           5.3.8 USE CASES
                    TABLE 5 USE CASE 1: ORACLE
                    TABLE 6 USE CASE 2: ORACLE
                    TABLE 7 USE CASE 3: SAP
                    TABLE 8 USE CASE 4: OPENTEXT
                    TABLE 9 USE CASE 5: INMOMENT
                    TABLE 10 USE CASE 6: MEDALLIA
                    TABLE 11 USE CASE 7: SITECORE
                    TABLE 12 USE CASE 8: CLARABRIDGE
                    TABLE 13 USE CASE 9: NOKIA
                    TABLE 14 USE CASE 10: ORACLE
                    TABLE 15 USE CASE 11: OPENTEXT
           5.3.9 KEY CONFERENCES AND EVENTS IN 2023–2024
                    TABLE 16 LIST OF KEY CONFERENCES AND EVENTS, 2023–2024
           5.3.10 KEY STAKEHOLDERS AND BUYING CRITERIA
                    5.3.10.1 Key stakeholders in buying process
                    FIGURE 24 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE VERTICALS
                    TABLE 17 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE VERTICALS
                    5.3.10.2 Buying criteria
                               FIGURE 25 KEY BUYING CRITERIA FOR TOP THREE END USERS
                               TABLE 18 KEY BUYING CRITERIA OF TOP THREE VERTICALS
           5.3.11 REGULATORY LANDSCAPE
                    5.3.11.1 Regulatory bodies, government agencies, and other organizations
                               TABLE 19 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES,  AND OTHER ORGANIZATIONS
                               TABLE 20 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES,  AND OTHER ORGANIZATIONS
                               TABLE 21 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES,  AND OTHER ORGANIZATIONS
                               TABLE 22 ROW: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS
                    5.3.11.2 North America
                               5.3.11.2.1 US
                               5.3.11.2.2 Canada
                    5.3.11.3 Europe
                    5.3.11.4 Asia Pacific
                               5.3.11.4.1 South Korea
                               5.3.11.4.2 China
                               5.3.11.4.3 India
                               5.3.11.4.4 Japan
                    5.3.11.5 Middle East & Africa
                               5.3.11.5.1 UAE
                               5.3.11.5.2 KSA
                    5.3.11.6 Latin America
                               5.3.11.6.1 Brazil
                               5.3.11.6.2 Mexico
           5.3.12 EVOLUTION OF CUSTOMER EXPERIENCE MANAGEMENT TECHNOLOGY
                    5.3.12.1 Manual Interaction (Pre-digital Era)
                    5.3.12.2 Emergence of Digital Channels (Late 20th Century)
                    5.3.12.3 Customer Relationship Management (CRM) Systems (1990s–Early 2000s)
                    5.3.12.4 Multichannel Engagement (Mid-2000s–Early 2010s)
                    5.3.12.5 Analytics and Data-driven Insights (Mid-2010s)
                    5.3.12.6 Omnichannel Experience (Late 2010s)
                    5.3.12.7 Artificial Intelligence and Personalization (Late 2010s–Early 2020s)
                    5.3.12.8 Real-time Engagement (Early 2020s)
                    5.3.12.9 Predictive and Prescriptive Analytics (Present and Beyond)
           5.3.13 FUTURE DIRECTION OF CUSTOMER EXPERIENCE MANAGEMENT MARKET
                    5.3.13.1 Hyper-Personalization
                    5.3.13.2 Predictive Customer Service
                    5.3.13.3 Emotional and Sentimental Analysis
                    5.3.13.4 Seamless Omnichannel Experience
                    5.3.13.5 Voice and Natural Language Interfaces
                    5.3.13.6 Augmented Reality (AR) and Virtual Reality (VR)
                    5.3.13.7 Collaborative Customer Experience
                    5.3.13.8 Human-AI Collaboration
                    5.3.13.9 Data Integration and Unified Customer Profiles
                               5.3.13.10 Ethical AI and Privacy
           5.3.14 IMPACT OF CUSTOMER EXPERIENCE MANAGEMENT ON ADJACENT NICHE TECHNOLOGIES
                    5.3.14.1 Big Data and Analytics
                    5.3.14.2 Augmented Reality (AR) and Virtual Reality (VR)
                    5.3.14.3 Chatbots and Natural Language Processing
                    5.3.14.4 Biometric Identification
                    5.3.14.5 Robotics and Automation
 
6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING (Page No. - 80)
    6.1 INTRODUCTION 
           FIGURE 26 SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD
           TABLE 23 MARKET, BY OFFERING,  2017–2022 (USD MILLION)
           TABLE 24 MARKET, BY OFFERING,  2023–2028 (USD MILLION)
    6.2 SOLUTIONS 
           6.2.1 RISING CUSTOMER EXPECTATION FOR TAILORED EXPERIENCES TO FUEL MARKET
           6.2.2 SOLUTIONS: MARKET DRIVERS
                    TABLE 25 SOLUTIONS: MARKET, BY REGION,  2017–2022 (USD MILLION)
                    TABLE 26 SOLUTIONS: MARKET, BY REGION,  2023–2028 (USD MILLION)
           6.2.3 OMNICHANNEL
                    6.2.3.1 Demand for unified customer experience across all channels to propel market
           6.2.4 MACHINE LEARNING
                    6.2.4.1 Need for machine learning's data-driven insights and personalized integration to revolutionize market
           6.2.5 ANALYTICS
                    6.2.5.1 Need to leverage data insights for enhanced customer interactions and informed decision-making to drive market
           6.2.6 WORKFORCE OPTIMIZATION
                    6.2.6.1 Focus on enhancing efficiency and employee-customer interactions to boost growth
    6.3 SERVICES 
           6.3.1 RISING EMPHASIS ON PERSONALIZED INTERACTION AND CUSTOMER SATISFACTION TO BOOST MARKET
           6.3.2 SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS
                    FIGURE 27 MANAGED SERVICES SEGMENT TO REGISTER HIGHER CAGR  DURING FORECAST PERIOD
                    TABLE 27 MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                    TABLE 28 MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                    TABLE 29 SERVICES: MARKET, BY REGION,  2017–2022 (USD MILLION)
                    TABLE 30 SERVICES: MARKET, BY REGION,  2023–2028 (USD MILLION)
           6.3.3 PROFESSIONAL SERVICES
                    6.3.3.1 Need to enhance customer interaction and drive loyalty to foster growth
                               FIGURE 28 SUPPORT & MAINTENANCE SEGMENT TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD
                               TABLE 31 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE,  2017–2022 (USD MILLION)
                               TABLE 32 MARKET, BY PROFESSIONAL SERVICE,  2023–2028 (USD MILLION)
                               TABLE 33 PROFESSIONAL SERVICES: MARKET,  BY REGION, 2017–2022 (USD MILLION)
                               TABLE 34 PROFESSIONAL SERVICES: MARKET,  BY REGION, 2023–2028 (USD MILLION)
                    6.3.3.2 Deployment & integration
                               TABLE 35 DEPLOYMENT & INTEGRATION: MARKET,  BY REGION, 2017–2022 (USD MILLION)
                               TABLE 36 DEPLOYMENT & INTEGRATION: MARKET,  BY REGION, 2023–2028 (USD MILLION)
                    6.3.3.3 Support & maintenance
                               TABLE 37 SUPPORT & MAINTENANCE: MARKET,  BY REGION, 2017–2022 (USD MILLION)
                               TABLE 38 SUPPORT & MAINTENANCE: MARKET,  BY REGION, 2023–2028 (USD MILLION)
                    6.3.3.4 Consulting & training
                               TABLE 39 CONSULTING & TRAINING: MARKET,  BY REGION, 2017–2022 (USD MILLION)
                               TABLE 40 CONSULTING & TRAINING: MARKET,  BY REGION, 2023–2028 (USD MILLION)
           6.3.4 MANAGED SERVICES
                    6.3.4.1 Need to facilitate seamless operations to drive market
                               TABLE 41 MANAGED SERVICES: MARKET, BY REGION, 2017–2022 (USD MILLION)
                               TABLE 42 MANAGED SERVICES: MARKET,  BY REGION, 2023–2028 (USD MILLION)
 
7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT (Page No. - 93)
    7.1 INTRODUCTION 
    7.2 WEBSITES 
           7.2.1 DEMAND FOR PERSONALIZED INTERACTIONS AND ELEVATED CUSTOMER SATISFACTION TO FOSTER GROWTH
    7.3 STORES 
           7.3.1 STORES TO FACILITATE PERSONALIZED INTERACTIONS AND FOSTER LOYALTY
    7.4 CALL CENTERS 
           7.4.1 FOCUS ON PERSONALIZING TRANSACTIONS TO DRIVE MARKET
    7.5 MOBILE APPS 
           7.5.1 FOCUS ON PERSONALIZING TRANSACTIONS TO DRIVE MARKET
    7.6 SOCIAL MEDIA 
           7.6.1 FOCUS ON FOSTERING REAL-TIME ENGAGEMENT TO DRIVE MARKET EXPANSION
    7.7 EMAILS 
           7.7.1 FOCUS ON FOSTERING CUSTOMER INTERACTION AND ENGAGEMENT TO DRIVE MARKET EXPANSION
    7.8 VIRTUAL ASSISTANTS 
           7.8.1 VIRTUAL ASSISTANTS TO OFFER PERSONALIZED INTERACTIONS AND STREAMLINED PROCESSES
    7.9 OTHER TOUCHPOINTS 
 
8 CUSTOMER EXPERIENCE MANAGEMENT MARKET,  BY DEPLOYMENT TYPE (Page No. - 96)
    8.1 INTRODUCTION 
           FIGURE 29 CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING  FORECAST PERIOD
           TABLE 43 MARKET, BY DEPLOYMENT TYPE,  2017–2022 (USD MILLION)
           TABLE 44 MARKET, BY DEPLOYMENT TYPE,  2023–2028 (USD MILLION)
    8.2 ON-PREMISES 
           8.2.1 NEED TO STRENGTHEN LOCALIZED CONTROL AND DATA COMPLIANCE TO DRIVE MARKET
           8.2.2 ON-PREMISES: MARKET DRIVERS
                    TABLE 45 ON-PREMISES: MARKET, BY REGION, 2017–2022 (USD MILLION)
                    TABLE 46 ON-PREMISES: MARKET, BY REGION,  2023–2028 (USD MILLION)
    8.3 CLOUD 
           8.3.1 ADOPTION OF SCALABLE SOLUTIONS TO TRANSFORM CUSTOMER SERVICE TO PROPEL GROWTH
           8.3.2 CLOUD: MARKET DRIVERS
                    TABLE 47 CLOUD: MARKET, BY REGION,  2017–2022 (USD MILLION)
                    TABLE 48 CLOUD: MARKET, BY REGION,  2023–2028 (USD MILLION)
 
9 CUSTOMER EXPERIENCE MANAGEMENT MARKET,  BY ORGANIZATION SIZE (Page No. - 101)
    9.1 INTRODUCTION 
           FIGURE 30 LARGE ENTERPRISES TO ACCOUNT FOR HIGHER MARKET SIZE DURING FORECAST PERIOD
           TABLE 49 MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
           TABLE 50 MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
    9.2 LARGE ENTERPRISES 
           9.2.1 LARGE ENTERPRISES TO LEAD MARKET WITH TECHNOLOGY, ANALYTICS, AND PERSONALIZED INTERACTIONS FOR ENHANCED CUSTOMER SATISFACTION AND LOYALTY
           9.2.2 LARGE ENTERPRISES: MARKET DRIVERS
                    TABLE 51 LARGE ENTERPRISES: MARKET,  BY REGION, 2017–2022 (USD MILLION)
                    TABLE 52 LARGE ENTERPRISES: MARKET,  BY REGION, 2023–2028 (USD MILLION)
    9.3 SMALL AND MEDIUM-SIZED ENTERPRISES 
           9.3.1 GROWING ADOPTION OF AGILE STRATEGIES TO STRENGTHEN PERSONALIZED INTERACTION TO BOOST GROWTH
           9.3.2 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET DRIVERS
                    TABLE 53 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET, BY REGION, 2017–2022 (USD MILLION)
                    TABLE 54 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET, BY REGION, 2023–2028 (USD MILLION)
 
10 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL (Page No. - 106)
     10.1 INTRODUCTION 
               FIGURE 31 HEALTHCARE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
               TABLE 55 MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
               TABLE 56 MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
     10.2 IT & TELECOM 
             10.2.1 NEED FOR IMPROVED SATISFACTION AND LOYALTY IN IT & TELECOM SECTOR TO DRIVE MARKET
             10.2.2 IT & TELECOM: MARKET DRIVERS
                       TABLE 57 IT & TELECOM: MARKET,  BY REGION, 2017–2022 (USD MILLION)
                       TABLE 58 IT & TELECOM: MARKET,  BY REGION, 2023–2028 (USD MILLION)
     10.3 BFSI 
             10.3.1 RISING DEMAND TO USE DATA INSIGHTS IN BFSI SECTOR TO BOOST GROWTH
             10.3.2 BFSI: MARKET DRIVERS
                       TABLE 59 BFSI: MARKET, BY REGION,  2017–2022 (USD MILLION)
                       TABLE 60 BFSI: MARKET, BY REGION,  2023–2028 (USD MILLION)
     10.4 RETAIL 
             10.4.1 OMNICHANNEL EXPERIENCES, PERSONAL INTERACTIONS, AND STREAMLINED PROCESSES IN RETAIL TO BOOST MARKET
             10.4.2 RETAIL: MARKET DRIVERS
                       TABLE 61 RETAIL: MARKET, BY REGION,  2017–2022 (USD MILLION)
                       TABLE 62 RETAIL: MARKET, BY REGION,  2023–2028 (USD MILLION)
     10.5 HEALTHCARE 
             10.5.1 FOCUS ON IMPROVING PATIENT-CENTRIC CARE TO DRIVE MARKET EXPANSION
             10.5.2 HEALTHCARE: MARKET DRIVERS
                       TABLE 63 HEALTHCARE: MARKET, BY REGION,  2017–2022 (USD MILLION)
                       TABLE 64 HEALTHCARE: MARKET, BY REGION,  2023–2028 (USD MILLION)
     10.6 AUTOMOTIVE 
             10.6.1 INCREASING INNOVATION AND PERSONALIZATION IN AUTOMOTIVE SECTOR TO FOSTER GROWTH
             10.6.2 AUTOMOTIVE: MARKET DRIVERS
                       TABLE 65 AUTOMOTIVE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION,  2017–2022 (USD MILLION)
                       TABLE 66 AUTOMOTIVE: MARKET, BY REGION,  2023–2028 (USD MILLION)
     10.7 TRAVEL & HOSPITALITY 
             10.7.1 RISING ADOPTION OF TAILORED SERVICES IN TRAVEL & HOSPITALITY SECTOR TO DRIVE MARKET
             10.7.2 TRAVEL & HOSPITALITY: MARKET DRIVERS
                       TABLE 67 TRAVEL & HOSPITALITY: MARKET,  BY REGION, 2017–2022 (USD MILLION)
                       TABLE 68 TRAVEL & HOSPITALITY: MARKET,  BY REGION, 2023–2028 (USD MILLION)
     10.8 MEDIA & ENTERTAINMENT 
             10.8.1 NEED FOR IMMERSIVE CONTENT AND SEAMLESS EXPERIENCES TO BOOST GROWTH
             10.8.2 MEDIA & ENTERTAINMENT: MARKET DRIVERS
                       TABLE 69 MEDIA & ENTERTAINMENT: MARKET,  BY REGION, 2017–2022 (USD MILLION)
                       TABLE 70 MEDIA & ENTERTAINMENT: MARKET,  BY REGION, 2023–2028 (USD MILLION)
     10.9 PUBLIC SECTOR 
             10.9.1 FOCUS ON ENHANCING DIGITAL SERVICES IN PUBLIC SECTOR TO LEAD TO MARKET EXPANSION
             10.9.2 PUBLIC SECTOR: MARKET DRIVERS
                       TABLE 71 PUBLIC SECTOR: MARKET, BY REGION,  2017–2022 (USD MILLION)
                       TABLE 72 PUBLIC SECTOR: MARKET, BY REGION,  2023–2028 (USD MILLION)
     10.10 OTHER VERTICALS 
               TABLE 73 OTHER VERTICALS: MARKET, BY REGION,  2017–2022 (USD MILLION)
               TABLE 74 OTHER VERTICALS: MARKET, BY REGION,  2023–2028 (USD MILLION)
 
11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION (Page No. - 123)
     11.1 INTRODUCTION 
               FIGURE 32 NORTH AMERICA TO ACCOUNT FOR LARGEST SHARE DURING  FORECAST PERIOD
               TABLE 75 MARKET, BY REGION, 2017–2022 (USD MILLION)
               TABLE 76 MARKET, BY REGION,  2023–2028 (USD MILLION)
               FIGURE 33 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD
     11.2 NORTH AMERICA 
             11.2.1 NORTH AMERICA: MARKET DRIVERS
             11.2.2 NORTH AMERICA: RECESSION IMPACT
             11.2.3 NORTH AMERICA: MARKET REGULATIONS
                       FIGURE 34 NORTH AMERICA: MARKET SNAPSHOT
                       TABLE 77 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,  BY OFFERING, 2017–2022 (USD MILLION)
                       TABLE 78 NORTH AMERICA: MARKET, BY OFFERING, 2023–2028 (USD MILLION)
                       TABLE 79 NORTH AMERICA: MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                       TABLE 80 NORTH AMERICA: MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                       TABLE 81 NORTH AMERICA: MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION)
                       TABLE 82 NORTH AMERICA: MARKET,  BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION)
                       TABLE 83 NORTH AMERICA: MARKET,  BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION)
                       TABLE 84 NORTH AMERICA: MARKET, BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION)
                       TABLE 85 NORTH AMERICA: MARKET,  BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
                       TABLE 86 NORTH AMERICA: MARKET,  BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
                       TABLE 87 NORTH AMERICA: MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
                       TABLE 88 NORTH AMERICA: MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
                       TABLE 89 NORTH AMERICA: MARKET, BY COUNTRY,  2017–2022 (USD MILLION)
                       TABLE 90 NORTH AMERICA: MARKET, BY COUNTRY,  2023–2028 (USD MILLION)
             11.2.4 US
                       11.2.4.1 Adoption of latest technologies and presence of major players to contribute to market growth
                                   TABLE 91 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING,  2017–2022 (USD MILLION)
                                   TABLE 92 US: MARKET, BY OFFERING,  2023–2028 (USD MILLION)
                                   TABLE 93 US: MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                                   TABLE 94 US: MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                                   TABLE 95 US: MARKET,  BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION)
                                   TABLE 96 US: MARKET,  BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION)
                                   TABLE 97 US: MARKET, BY DEPLOYMENT TYPE,  2017–2022 (USD MILLION)
                                   TABLE 98 US: MARKET, BY DEPLOYMENT TYPE,  2023–2028 (USD MILLION)
                                   TABLE 99 US: MARKET,  BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
                                   TABLE 100 US: MARKET,  BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
                                   TABLE 101 US: MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
                                   TABLE 102 US: MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
             11.2.5 CANADA
                       11.2.5.1 Rising investments in technology to boost adoption of CEM solutions
                                   TABLE 103 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING,  2017–2022 (USD MILLION)
                                   TABLE 104 CANADA: MARKET, BY OFFERING,  2023–2028 (USD MILLION)
                                   TABLE 105 CANADA: MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                                   TABLE 106 CANADA: MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                                   TABLE 107 CANADA: MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION)
                                   TABLE 108 CANADA: MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION)
                                   TABLE 109 CANADA: MARKET, BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION)
                                   TABLE 110 CANADA: MARKET, BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION)
                                   TABLE 111 CANADA: MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
                                   TABLE 112 CANADA: MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
                                   TABLE 113 CANADA: MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
                                   TABLE 114 CANADA: MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
     11.3 EUROPE 
             11.3.1 EUROPE: MARKET DRIVERS
             11.3.2 EUROPE: RECESSION IMPACT
             11.3.3 EUROPE: MARKET REGULATIONS
                       TABLE 115 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING,  2017–2022 (USD MILLION)
                       TABLE 116 EUROPE: MARKET, BY OFFERING, 2023–2028 (USD MILLION)
                       TABLE 117 EUROPE: MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                       TABLE 118 EUROPE: MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                       TABLE 119 EUROPE: MARKET,  BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION)
                       TABLE 120 EUROPE: MARKET,  BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION)
                       TABLE 121 EUROPE: MARKET, BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION)
                       TABLE 122 EUROPE: MARKET, BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION)
                       TABLE 123 EUROPE: MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
                       TABLE 124 EUROPE: MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
                       TABLE 125 EUROPE: MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
                       TABLE 126 EUROPE: MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
                       TABLE 127 EUROPE: MARKET, BY COUNTRY,  2017–2022 (USD MILLION)
                       TABLE 128 EUROPE: MARKET, BY COUNTRY,  2023–2028 (USD MILLION)
             11.3.4 UK
                       11.3.4.1 Need for businesses to cater to changing customer demand to drive market
                                   TABLE 129 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING,  2017–2022 (USD MILLION)
                                   TABLE 130 UK: MARKET, BY OFFERING,  2023–2028 (USD MILLION)
                                   TABLE 131 UK: MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                                   TABLE 132 UK: MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                                   TABLE 133 UK: MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION)
                                   TABLE 134 UK: MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION)
                                   TABLE 135 UK: MARKET, BY DEPLOYMENT TYPE,  2017–2022 (USD MILLION)
                                   TABLE 136 UK: MARKET, BY DEPLOYMENT TYPE,  2023–2028 (USD MILLION)
                                   TABLE 137 UK: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 138 UK: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
                                   TABLE 139 UK: MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
                                   TABLE 140 UK: MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
             11.3.5 GERMANY
                       11.3.5.1 Increasing presence of companies offering digital customer experience management solutions to propel growth
             11.3.6 FRANCE
                       11.3.6.1 Rising digital transformation to lead to adoption of customer experience management services
             11.3.7 ITALY
                       11.3.7.1 Growing digitalization and tailored customer interactions to propel market
             11.3.8 SPAIN
                       11.3.8.1 Integration of advanced technology and customer-centric strategies to drive market growth
             11.3.9 REST OF EUROPE
     11.4 ASIA PACIFIC 
             11.4.1 ASIA PACIFIC: MARKET DRIVERS
             11.4.2 ASIA PACIFIC: RECESSION IMPACT
             11.4.3 ASIA PACIFIC: MARKET REGULATIONS
                       FIGURE 35 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SNAPSHOT
                       TABLE 141 ASIA PACIFIC: MARKET, BY OFFERING,  2017–2022 (USD MILLION)
                       TABLE 142 ASIA PACIFIC: MARKET, BY OFFERING,  2023–2028 (USD MILLION)
                       TABLE 143 ASIA PACIFIC: MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                       TABLE 144 ASIA PACIFIC: MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                       TABLE 145 ASIA PACIFIC: MARKET,  BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION)
                       TABLE 146 ASIA PACIFIC: MARKET,  BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION)
                       TABLE 147 ASIA PACIFIC: MARKET, BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION)
                       TABLE 148 ASIA PACIFIC: MARKET, BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION)
                       TABLE 149 ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
                       TABLE 150 ASIA PACIFIC: MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
                       TABLE 151 ASIA PACIFIC: MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
                       TABLE 152 ASIA PACIFIC: MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
                       TABLE 153 ASIA PACIFIC: MARKET, BY COUNTRY,  2017–2022 (USD MILLION)
                       TABLE 154 ASIA PACIFIC: MARKET, BY COUNTRY,  2023–2028 (USD MILLION)
             11.4.4 AUSTRALIA & NEW ZEALAND
                       11.4.4.1 Focus of businesses on adopting customer-centric approaches to drive market
             11.4.5 INDIA
                       11.4.5.1 Growing demand for enhanced personalized experiences to boost market growth
             11.4.6 CHINA
                       11.4.6.1 Rapid adoption of digital transformation solutions and changing customer demands to drive market
                                   TABLE 155 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING,  2017–2022 (USD MILLION)
                                   TABLE 156 CHINA: MARKET, BY OFFERING,  2023–2028 (USD MILLION)
                                   TABLE 157 CHINA: MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                                   TABLE 158 CHINA: MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                                   TABLE 159 CHINA: MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION)
                                   TABLE 160 CHINA: MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION)
                                   TABLE 161 CHINA: MARKET, BY DEPLOYMENT TYPE,  2017–2022 (USD MILLION)
                                   TABLE 162 CHINA: MARKET, BY DEPLOYMENT TYPE,  2023–2028 (USD MILLION)
                                   TABLE 163 CHINA: MARKET, BY ORGANIZATION SIZE,  2017–2022 (USD MILLION)
                                   TABLE 164 CHINA: MARKET, BY ORGANIZATION SIZE,  2023–2028 (USD MILLION)
                                   TABLE 165 CHINA: MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
                                   TABLE 166 CHINA: MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
             11.4.7 JAPAN
                       11.4.7.1 Strong commitment toward innovation and promoting customer-centric values to boost growth
             11.4.8 REST OF ASIA PACIFIC
     11.5 MIDDLE EAST & AFRICA 
             11.5.1 MIDDLE EAST & AFRICA: MARKET DRIVERS
             11.5.2 MIDDLE EAST & AFRICA: RECESSION IMPACT
             11.5.3 MIDDLE EAST & AFRICA: MARKET REGULATIONS
                       TABLE 167 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,  BY OFFERING, 2017–2022 (USD MILLION)
                       TABLE 168 MIDDLE EAST & AFRICA: MARKET,  BY OFFERING, 2023–2028 (USD MILLION)
                       TABLE 169 MIDDLE EAST & AFRICA: MARKET,  BY SERVICE, 2017–2022 (USD MILLION)
                       TABLE 170 MIDDLE EAST & AFRICA: MARKET,  BY SERVICE, 2023–2028 (USD MILLION)
                       TABLE 171 MIDDLE EAST & AFRICA: MARKET,  BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION)
                       TABLE 172 MIDDLE EAST & AFRICA: MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION)
                       TABLE 173 MIDDLE EAST & AFRICA: MARKET,  BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION)
                       TABLE 174 MIDDLE EAST & AFRICA: MARKET,  BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION)
                       TABLE 175 MIDDLE EAST & AFRICA: MARKET,  BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
                       TABLE 176 MIDDLE EAST & AFRICA: MARKET,  BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
                       TABLE 177 MIDDLE EAST & AFRICA: MARKET,  BY VERTICAL, 2017–2022 (USD MILLION)
                       TABLE 178 MIDDLE EAST & AFRICA: MARKET,  BY VERTICAL, 2023–2028 (USD MILLION)
                       TABLE 179 MIDDLE EAST & AFRICA: MARKET,  BY COUNTRY, 2017–2022 (USD MILLION)
                       TABLE 180 MIDDLE EAST & AFRICA: MARKET,  BY COUNTRY, 2023–2028 (USD MILLION)
             11.5.4 UAE
                       11.5.4.1 Increasing awareness regarding importance of advanced technologies to drive market
             11.5.5 SAUDI ARABIA
                       11.5.5.1 Fast-paced adoption of cloud-based services to drive market
             11.5.6 SOUTH AFRICA
                       11.5.6.1 Adoption of strategic approaches to build differentiated experiences for customers to lead market
             11.5.7 REST OF THE MIDDLE EAST & AFRICA
     11.6 LATIN AMERICA 
             11.6.1 LATIN AMERICA: MARKET DRIVERS
             11.6.2 LATIN AMERICA: RECESSION IMPACT
             11.6.3 LATIN AMERICA: MARKET REGULATIONS
                       TABLE 181 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING,  2017–2022 (USD MILLION)
                       TABLE 182 LATIN AMERICA: MARKET, BY OFFERING,  2023–2028 (USD MILLION)
                       TABLE 183 LATIN AMERICA: MARKET, BY SERVICE,  2017–2022 (USD MILLION)
                       TABLE 184 LATIN AMERICA: MARKET, BY SERVICE,  2023–2028 (USD MILLION)
                       TABLE 185 LATIN AMERICA: MARKET,  BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION)
                       TABLE 186 LATIN AMERICA: MARKET,  BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION)
                       TABLE 187 LATIN AMERICA: MARKET, BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION)
                       TABLE 188 LATIN AMERICA: MARKET, BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION)
                       TABLE 189 LATIN AMERICA: MARKET,  BY ORGANIZATION SIZE, 2017–2022 (USD MILLION)
                       TABLE 190 LATIN AMERICA: MARKET,  BY ORGANIZATION SIZE, 2023–2028 (USD MILLION)
                       TABLE 191 LATIN AMERICA: MARKET, BY VERTICAL,  2017–2022 (USD MILLION)
                       TABLE 192 LATIN AMERICA: MARKET, BY VERTICAL,  2023–2028 (USD MILLION)
                       TABLE 193 LATIN AMERICA: MARKET, BY COUNTRY,  2017–2022 (USD MILLION)
                       TABLE 194 LATIN AMERICA: MARKET, BY COUNTRY,  2023–2028 (USD MILLION)
             11.6.4 BRAZIL
                       11.6.4.1 Growing presence of companies focusing on enhancing customer experience to boost growth
             11.6.5 MEXICO
                       11.6.5.1 Adoption of cloud-based services by organizations to propel market
             11.6.6 REST OF LATIN AMERICA
 
12 COMPETITIVE LANDSCAPE (Page No. - 176)
     12.1 OVERVIEW 
     12.2 STRATEGIES ADOPTED BY KEY PLAYERS 
               TABLE 195 OVERVIEW OF STRATEGIES ADOPTED BY KEY PLAYERS
     12.3 KEY MARKET DEVELOPMENTS 
             12.3.1 PRODUCT LAUNCHES
                       TABLE 196 MARKET: PRODUCT LAUNCHES, 2019–2023
             12.3.2 DEALS
                       TABLE 197 MARKET: DEALS, 2020–2023
     12.4 MARKET SHARE ANALYSIS FOR KEY PLAYERS 
               TABLE 198 CUSTOMER EXPERIENCE MANAGEMENT MARKET: INTENSITY OF COMPETITIVE RIVALRY
               FIGURE 36 MARKET SHARE ANALYSIS
     12.5 HISTORICAL REVENUE ANALYSIS 
               FIGURE 37 HISTORICAL REVENUE ANALYSIS, 2020–2022
     12.6 COMPANY EVALUATION MATRIX OVERVIEW 
     12.7 COMPANY EVALUATION MATRIX FOR KEY PLAYERS: METHODOLOGY AND DEFINITIONS 
               TABLE 199 PRODUCT FOOTPRINT WEIGHTAGE
             12.7.1 STARS
             12.7.2 EMERGING LEADERS
             12.7.3 PERVASIVE PLAYERS
             12.7.4 PARTICIPANTS
                       FIGURE 38 COMPANY EVALUATION MATRIX FOR KEY PLAYERS, 2023
     12.8 COMPANY PRODUCT FOOTPRINT ANALYSIS 
               TABLE 200 COMPANY FOOTPRINT, BY PRODUCT
               TABLE 201 COMPANY FOOTPRINT, BY OFFERING
               TABLE 202 COMPANY FOOTPRINT, BY INDUSTRY
               TABLE 203 COMPANY FOOTPRINT, BY REGION
     12.9 COMPANY MARKET RANKING ANALYSIS 
               FIGURE 39 RANKING OF KEY PLAYERS IN CUSTOMER EXPERIENCE MANAGEMENT  MARKET, 2023
     12.10 COMPANY EVALUATION MATRIX FOR STARTUPS/SMES: METHODOLOGY AND DEFINITIONS 
               TABLE 204 COMPANY EVALUATION MATRIX FOR STARTUPS/SMES
               12.10.1 PROGRESSIVE COMPANIES
               12.10.2 RESPONSIVE COMPANIES
               12.10.3 DYNAMIC COMPANIES
               12.10.4 STARTING BLOCKS
                                   FIGURE 40 COMPANY EVALUATION MATRIX FOR STARTUPS/SMES, 2023
 
13 COMPANY PROFILES (Page No. - 193)
(Business overview, Products offered, Recent developments & MnM View)*
     13.1 MAJOR PLAYERS 
             13.1.1 ORACLE
                       TABLE 205 ORACLE: BUSINESS OVERVIEW
                       FIGURE 41 ORACLE: COMPANY SNAPSHOT
                       TABLE 206 ORACLE: PRODUCTS OFFERED
                       TABLE 207 ORACLE: PRODUCT LAUNCHES
                       TABLE 208 ORACLE: DEALS
             13.1.2 ADOBE
                       TABLE 209 ADOBE: BUSINESS OVERVIEW
                       FIGURE 42 ADOBE: COMPANY SNAPSHOT
                       TABLE 210 ADOBE: PRODUCTS OFFERED
                       TABLE 211 ADOBE: PRODUCT LAUNCHES
                       TABLE 212 ADOBE: DEALS
             13.1.3 SAP
                       TABLE 213 SAP: BUSINESS OVERVIEW
                       FIGURE 43 SAP: COMPANY SNAPSHOT
                       TABLE 214 SAP: PRODUCTS OFFERED
                       TABLE 215 SAP: PRODUCT LAUNCHES
                       TABLE 216 SAP: DEALS
             13.1.4 IBM
                       TABLE 217 IBM: BUSINESS OVERVIEW
                       FIGURE 44 IBM: COMPANY SNAPSHOT
                       TABLE 218 IBM: PRODUCTS OFFERED
                       TABLE 219 IBM: PRODUCT LAUNCHES
                       TABLE 220 IBM: DEALS
             13.1.5 AVAYA
                       TABLE 221 AVAYA: BUSINESS OVERVIEW
                       FIGURE 45 AVAYA: COMPANY SNAPSHOT
                       TABLE 222 AVAYA: PRODUCTS OFFERED
                       TABLE 223 AVAYA: PRODUCT LAUNCHES
                       TABLE 224 AVAYA: DEALS
             13.1.6 OPENTEXT
                       TABLE 225 OPENTEXT: BUSINESS OVERVIEW
                       FIGURE 46 OPENTEXT: COMPANY SNAPSHOT
                       TABLE 226 OPENTEXT: PRODUCTS OFFERED
                       TABLE 227 OPENTEXT: PRODUCT LAUNCHES
                       TABLE 228 OPENTEXT: DEALS
             13.1.7 NICE
                       TABLE 229 NICE: BUSINESS OVERVIEW
                       FIGURE 47 NICE: COMPANY SNAPSHOT
                       TABLE 230 NICE: PRODUCTS OFFERED
                       TABLE 231 NICE: PRODUCT LAUNCHES
                       TABLE 232 NICE: DEALS
             13.1.8 SAS
                       TABLE 233 SAS: BUSINESS OVERVIEW
                       TABLE 234 SAS: PRODUCTS OFFERED
                       TABLE 235 SAS: PRODUCT LAUNCHES
                       TABLE 236 SAS: DEALS
             13.1.9 VERINT SYSTEMS
                       TABLE 237 VERINT SYSTEMS: BUSINESS OVERVIEW
                       FIGURE 48 VERINT SYSTEMS: COMPANY SNAPSHOT
                       TABLE 238 VERINT SYSTEMS: PRODUCTS OFFERED
                       TABLE 239 VERINT SYSTEMS: PRODUCT LAUNCHES
                       TABLE 240 VERINT SYSTEMS: DEALS
             13.1.10 TERADATA
                       TABLE 241 TERADATA: BUSINESS OVERVIEW
                       FIGURE 49 TERADATA: COMPANY SNAPSHOT
                       TABLE 242 TERADATA: PRODUCTS OFFERED
                       TABLE 243 TERADATA: OTHERS
                       TABLE 244 TERADATA: 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
     13.2 STARTUPS/SMES 
             13.2.1 MIXPANEL
             13.2.2 NGDATA
             13.2.3 ALGONOMY
             13.2.4 SKYVERA
             13.2.5 AMPERITY
             13.2.6 CLARABRIDGE
             13.2.7 MINDTOUCH
             13.2.8 SOGOLYTICS
             13.2.9 SEGMENT.IO
*Details on Business overview, Products offered, Recent developments & MnM View might not be captured in case of unlisted companies.
 
14 ADJACENT AND RELATED MARKETS (Page No. - 241)
     14.1 LIMITATIONS 
     14.2 SOCIAL MEDIA ANALYTICS MARKET 
             14.2.1 MARKET DEFINITION
             14.2.2 MARKET OVERVIEW
             14.2.3 SOCIAL MEDIA ANALYTICS MARKET, BY COMPONENT
                       TABLE 245 SOCIAL MEDIA ANALYTICS MARKET, BY COMPONENT, 2015–2020 (USD MILLION)
                       TABLE 246 SOCIAL MEDIA ANALYTICS MARKET, BY COMPONENT, 2021–2026 (USD MILLION)
             14.2.4 SOCIAL MEDIA ANALYTICS MARKET, BY APPLICATION
                       TABLE 247 SOCIAL MEDIA ANALYTICS MARKET, BY APPLICATION, 2015–2020 (USD MILLION)
                       TABLE 248 SOCIAL MEDIA ANALYTICS MARKET, BY APPLICATION, 2021–2026 (USD MILLION)
             14.2.5 SOCIAL MEDIA ANALYTICS MARKET, BY DEPLOYMENT MODE
                       TABLE 249 SOCIAL MEDIA ANALYTICS MARKET, BY DEPLOYMENT MODE,  2015–2020 (USD MILLION)
                       TABLE 250 SOCIAL MEDIA ANALYTICS MARKET, BY DEPLOYMENT MODE,  2021–2026 (USD MILLION)
             14.2.6 SOCIAL MEDIA ANALYTICS MARKET, BY ORGANIZATION SIZE
                       TABLE 251 SOCIAL MEDIA ANALYTICS MARKET, BY ORGANIZATION SIZE,  2015–2020 (USD MILLION)
                       TABLE 252 SOCIAL MEDIA ANALYTICS MARKET, BY ORGANIZATION SIZE,  2021–2026 (USD MILLION)
             14.2.7 SOCIAL MEDIA ANALYTICS MARKET, BY INDUSTRY VERTICAL
                       TABLE 253 SOCIAL MEDIA ANALYTICS MARKET, BY INDUSTRY VERTICAL,  2015–2020 (USD MILLION)
                       TABLE 254 SOCIAL MEDIA ANALYTICS MARKET, BY INDUSTRY VERTICAL,  2021–2026 (USD MILLION)
             14.2.8 SOCIAL MEDIA ANALYTICS MARKET, BY REGION
                       TABLE 255 SOCIAL MEDIA ANALYTICS MARKET, BY REGION, 2015–2020 (USD MILLION)
                       TABLE 256 SOCIAL MEDIA ANALYTICS MARKET, BY REGION, 2021–2026 (USD MILLION)
     14.3 CUSTOMER ANALYTICS MARKET 
             14.3.1 MARKET DEFINITION
             14.3.2 MARKET OVERVIEW
             14.3.3 CUSTOMER ANALYTICS MARKET, BY COMPONENT
                       TABLE 257 CUSTOMER ANALYTICS MARKET, BY COMPONENT, 2018–2025 (USD MILLION)
                       TABLE 258 SOLUTIONS: CUSTOMER ANALYTICS MARKET, BY TYPE, 2018–2025 (USD MILLION)
                       TABLE 259 SERVICES: CUSTOMER ANALYTICS MARKET, BY TYPE, 2018–2025 (USD MILLION)
             14.3.4 CUSTOMER ANALYTICS MARKET, BY DEPLOYMENT MODE
                       TABLE 260 CUSTOMER ANALYTICS MARKET, BY DEPLOYMENT MODE,  2018–2025 (USD MILLION)
             14.3.5 CUSTOMER ANALYTICS MARKET, BY ORGANIZATION SIZE
                       TABLE 261 CUSTOMER ANALYTICS MARKET, BY ORGANIZATION SIZE,  2018–2025 (USD MILLION)
             14.3.6 CUSTOMER ANALYTICS MARKET, BY APPLICATION
                       TABLE 262 CUSTOMER ANALYTICS MARKET, BY APPLICATION, 2018–2025 (USD MILLION)
             14.3.7 CUSTOMER ANALYTICS MARKET, BY DATA SOURCE
                       TABLE 263 CUSTOMER ANALYTICS MARKET, BY DATA SOURCE, 2018–2025 (USD MILLION)
             14.3.8 CUSTOMER ANALYTICS MARKET, BY INDUSTRY VERTICAL
                       TABLE 264 CUSTOMER ANALYTICS MARKET, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
             14.3.9 CUSTOMER ANALYTICS MARKET, BY REGION
                       TABLE 265 CUSTOMER ANALYTICS MARKET, BY REGION, 2018–2025 (USD MILLION)
 
15 APPENDIX (Page No. - 253)
     15.1 DISCUSSION GUIDE 
     15.2 KNOWLEDGESTORE: MARKETSANDMARKETS’  SUBSCRIPTION PORTAL 
     15.3 CUSTOMIZATION OPTIONS 
     15.4 RELATED REPORTS 
     15.5 AUTHOR DETAILS 

The research study involved 4 major activities in estimating the Customer Experience Management Market size. Exhaustive secondary research has been done to collect important information about the market and peer markets. The next step has been to validate these findings, assumptions, and sizing with the help of primary research with industry experts across the value chain. Both top-down and bottom-up approaches have been used to estimate the market size. Post which the market breakdown and data triangulation have been adopted to estimate the market sizes of segments and sub-segments.

Secondary Research

In the secondary research process, various secondary sources were referred to identify and collect information for the study. These included journals, annual reports, press releases, investor presentations of companies and white papers, certified publications, and articles from recognized associations and government publishing sources. Secondary research was mainly used to obtain key information about industry insights, the market’s monetary chain, the overall pool of key players, market classification, and segmentation according to industry trends to the bottom-most level, regional markets, and key developments from both market and technology-oriented perspectives.

Primary Research

In the primary research process, various primary sources from both the supply and demand sides were interviewed to obtain qualitative and quantitative information for the 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), marketing directors, technology and innovation directors, and related key executives from various companies and organizations operating in the customer experience management market. The primary sources from the demand side included consultants/specialists, Chief Information Officers (CIOs), and subject-matter experts.

Customer Experience Management Market Size, and Share

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

Market Size Estimation

Multiple approaches were adopted to estimate and forecast the customer experience management market. The first approach involved estimating the market size by summating companies’ revenue generated through customer experience management solutions & services.

Both top-down and bottom-up approaches were used to estimate and validate the total size of the customer experience management market. The research methodology used to estimate the market size includes the following:

  • Key players in the market have been identified through extensive secondary research.
  • In terms of value, the industry’s supply chain and market size have been determined through primary and secondary research processes.
  • All percentage shares, splits, and breakups have been determined using secondary sources and verified through primary sources.

Market Size Estimation Methodology-Bottom-up approach

Customer Experience Management Market Size, and Share

To know about the assumptions considered for the study, Request for Free Sample Report

Market Size Estimation Methodology-top-down approach

Customer Experience Management Market Size, and Share

Data Triangulation

The data triangulation procedures were used to complete the overall market engineering process and arrive at the exact statistics for all segments and subsegments. The data was triangulated by studying various factors and trends from the demand and supply sides. Along with data triangulation and market breakdown, the market size was validated by the top-down and bottom-up approaches.

Market Definition

Customer experience management (CEM) refers to an organization's strategic approach and set of practices to actively oversee, optimize, and enhance all aspects of its customer interactions. CEM encompasses a broad spectrum of activities, including understanding customer preferences, expectations, and behaviors; designing tailored experiences across various touchpoints; measuring and analyzing customer feedback and sentiments; and continuously refining processes to ensure consistent, positive, and memorable customer interactions. The ultimate goal of CEM is to create and maintain a seamless, personalized, and delightful journey for customers, fostering strong relationships, loyalty, and advocacy.

Key Stakeholders

  • CEM solution providers
  • System integrators
  • Value-added resellers (VARs)
  • Distributors and resellers of CEM solutions
  • Cloud service providers
  • Investors and venture capitalists
  • Professional and managed service providers
  • Government associations
  • Technology consultants
  • Independent software vendors (ISVs)
  • IT agencies

The main objectives of this study are as follows:

  • To define, describe, and forecast the customer experience management market based on segments based on offerings, solutions, services, touchpoints, deployment type, organization size, and vertical 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 on 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, 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

With the given 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)
Custom Market Research Services

We will customize the research for you, in case the report listed above does not meet with your exact requirements. Our custom research will comprehensively cover the business information you require to help you arrive at strategic and profitable business decisions.

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