Home / Market Research / Customer Experience Management Market By Analytical Tools (Web Analytics, Enterprise Feedback Management (EFM) Software, Text Analytics, Speech Analytics, Other), By Touch Point (Call Centers, Email, Mobile, Social Media, Stores/ Branch, Web Services, Other), By Deployment Segment (On-Premise, Cloud), By Application (Retail, Government, Healthcare, IT & Telecom, Manufacturing, Media & Entertainment, Other) - Growth, Future Prospects, And Competitive Analysis, 2019 - 2027

Customer Experience Management Market By Analytical Tools (Web Analytics, Enterprise Feedback Management (EFM) Software, Text Analytics, Speech Analytics, Other), By Touch Point (Call Centers, Email, Mobile, Social Media, Stores/ Branch, Web Services, Other), By Deployment Segment (On-Premise, Cloud), By Application (Retail, Government, Healthcare, IT & Telecom, Manufacturing, Media & Entertainment, Other) - Growth, Future Prospects, And Competitive Analysis, 2019 - 2027

Published: Jul 2019 | Published By: Acute Market Reports

"Increasing competition across industries for better consumer service is driving the customer experience management market"

Globally, the customer experience management market is expected to grow with a CAGR of 14% during the forecast period from 2019 to 2027, up from US$ 6.80 Bn in 2018. The growth of the market is attributed to the increasing demand among the enterprises to provide the better customer experience. As the competition among the market players is fueling, the organization started focus on providing better customer experience to reduce the churn rate and gain customer loyalty. To address these challenges, the enterprises are looking for advance software solutions to monitor the customer experience. The customer experience software offers enterprises wide range of tools and practices to determine the market dynamics and fulfill their customer requirements. The solution also enables enterprises to enhance their brand reputation, generate new revenue stream, and gain customer loyalty. Moreover, the increasing adoption of the Big Data technologies along with the rapid adoption of the digital devices is augmenting the market growth.

"Text analytics are dominating the customer experience managements market"

Text analytics is the leading sector in the customer experience management market with the majority share in the revenue in 2018. The increasing adoption of the analytical tools among the organizations to process the structured and unstructured data is driving the market growth. As the adoption of the social media enterprises is increasing, the enterprises are leveraging on the text analytics technologies to extract meaningful insights from the unstructured data such as social media posts, and tweets. On the other hand, speech analytics is estimated to grow substantially during the forecast period. The speech analytics tools are widely adopted among the customer care centers to provide the interactive voice assistance.

"North America is leading the customer experience managements market"

North America is leading the customer experience managements market with over 40% share in the revenue in 2018. The increasing investment in the AI and Big Data technologies in the region is the primary factor backing the market growth. The North America is the hub for the AI start-ups and provides favorable environment for the growth of the start-ups. The supportive government initiatives in the region to promote the start-ups are also driving the market growth. Moreover, the wide scale adoption of the customer experience management software among the retail and BFSI sector are also propelling the market growth.

The major players in the customer experience managements domain are Adobe Systems Inc., Avaya Inc., Cisco Systems, Inc., Huawei Corporation, IBM Corporation, OpenText Corporation, Oracle Corporation, Qualtrics, SAS Institute Inc., Software AG, TATA Consultancy Service Limited, Tech Mahindra Limited, and Zendesk, Inc.

Historical & Forecast Period

This research report presents the analysis of each segment from 2017 to 2027 considering 2018 as the base year for the research. Compounded Annual Growth Rate (CAGR) for each respective segment calculated for the forecast period from 2019 to 2027.

Report Scope by Segments

The customer experience management market report provides market size and estimates based on market dynamics and key trends observed in the industry. The report provides a holistic view of global customer experience management market based on analytical tools, touch point, deployment, application and geography. Key segments covered in the report are as follows:

ATTRIBUTE DETAILS
Research Period  2017-2027
Base Year 2018
Forecast Period  2019-2027
Historical Year  2017
Unit  USD Billion
Segmentation

 Analytical tools Segment (2017–2027; US$ Bn)
 • Web analytics
 • Enterprise Feedback Management (EFM) Software
 • Text Analytics
 • Speech Analytics
 • Others

 Touch Point Segment (2017–2027; US$ Bn)
 • Call Centers
 • Email
 • Mobile
 • Social Media
 • Stores/ Branch
 • Web services
 • Others

 Deployment Segment (2017–2027; US$ Bn)
 • On-premise 
 • Cloud

 Application Segment (2017–2027; US$ Bn)
 • BFSI
 • Retail
 • Government
 • Healthcare
 • IT & Telecom
 • Manufacturing
 • Media & entertainment
 • Others

 Geography Segment (2017–2027; US$ Bn)
 • North America (U.S., Rest of North America)
 • Europe (U.K., Germany, France, Rest of Europe)
 • Asia Pacific (China, Japan, India, Rest of Asia Pacific)
 • Rest of the World (Middle East & Africa, Latin America)

Key questions answered in this report

  • What was the market size of Customer experience management in 2018 and forecast up to 2027?
  • Which is the largest regional market for Customer experience managements?
  • What are the major trends followed in Customer experience management market across different regions?
  • Who are the key companies in the Customer experience managements market?
  • What are the key strategies adopted by the leading Customer experience management companies in market?

Unique data points of this report

  • Statistics on Customer experience managements and spending worldwide
  • Recent trends across different regions in terms of adoption of Customer experience management for industries
  • Notable developments going on in the industry
  • Attractive investment proposition for segments as well as geography
  • Comparative scenario for all the segments for years 2018 (actual) and 2027 (forecast)

Chapter 1 Preface
1.1 Report Scope and Description
1.1.1 Study Purpose
1.1.2 Target Audience
1.1.3 USP and Key Offerings
1.2 Research Scope
1.3 Research Methodology
1.3.1 Phase I – Secondary Research
1.3.2 Phase II – Primary Research
1.3.3 Approach Adopted
1.3.4 Top-Down Approach
1.3.5 Bottom-Up Approach
1.3.6 Phase III – Expert Panel Review
1.3.7 Assumptions
1.4 Market Segmentation

Chapter 2 Executive Summary
2.1 Market Snapshot: Global CEM Market
2.1.1 Global CEM Market, by Analytical Tools, 2017 (US$ Bn)
2.1.2 Global CEM Market, by Touch Point, 2017 (US$ Bn)
2.1.3 Global CEM Market, by Deployment Segment, 2017 (US$ Bn)
2.1.4 Global CEM Market, by Application, 2017 (US$ Bn)
2.1.5 Global CEM Market, by Geography, 2017 (US$ Bn)

Chapter 3 Market Dynamics
3.1 Introduction
3.2 Market Dynamics
3.2.1 Market Drivers
3.2.2 Market Restraint
3.3 Attractive Investment Proposition, by Geography, 2017
3.4 Market Positioning of Key CEM Vendors, 2017

Chapter 4 Global Customer Experience Management (CEM) Market, by Analytical Tools
4.1 Overview
4.1.1 Global CEM Market Value Share, by Analytical Tools, 2017 & 2026 (Value, %)
4.2 Web Analytics
4.2.1 Global Web Analytics Market Value, 2016 – 2026 (US$ Bn)
4.3 Enterprise Feedback Management (EFM) Software
4.3.1 Global Enterprise Feedback Management (EFM) Software Market Value, 2016 – 2026 (US$ Bn)
4.4 Text Analytics
4.4.1 Global Text Analytics Market Value, 2016 – 2026 (US$ Bn)
4.5 Speech Analytics
4.5.1 Global Speech Analytics Market Value, 2016 – 2026 (US$ Bn)
4.6 Other Analytical Tools
4.6.1 Global Other Analytical Tools Market Value, 2016 – 2026 (US$ Bn)

Chapter 5 Global Customer Experience Management (CEM) Market, by Touch Point
5.1 Overview
5.1.1 Global CEM Market Value Share, by Touch Point, 2017 & 2026 (Value, %)
5.2 Call Centers
5.2.1 Global Call Centers Market Value, 2016 – 2026 (US$ Bn)
5.3 Email
5.3.1 Global Email Market Value, 2016 – 2026 (US$ Bn)
5.4 Mobile
5.4.1 Global Mobile Market Value, 2016 – 2026 (US$ Bn)
5.5 Social Media
5.5.1 Global Social Media Market Value, 2016 – 2026 (US$ Bn)
5.6 Stores/ Branch
5.6.1 Global Stores/ Branch Market Value, 2016 – 2026 (US$ Bn)
5.7 Web services
5.7.1 Global Web services Market Value, 2016 – 2026 (US$ Bn)
5.8 Other Touch Points
5.8.1 Global Other Touch Points Market Value, 2016 – 2026 (US$ Bn)

Chapter 6 Global Customer Experience Management (CEM) Market, by Deployment Segment
6.1 Overview
6.1.1 Global CEM Market Value Share, by Deployment Segment, 2017 & 2026 (Value, %)
6.2 On-premise
6.2.1 Global CEM Market Value from On-premise, 2016 – 2026 (US$ Bn)
6.3 Cloud
6.3.1 Global CEM Market Value from Cloud, 2016 – 2026 (US$ Bn)

Chapter 7 Global Customer Experience Management (CEM) Market, by Application
7.1 Overview
7.1.1 Global CEM Market Value Share, by Application, 2017 & 2026 (Value, %)
7.2 BFSI
7.2.1 Global CEM Market Value from BFSI, 2016 – 2026 (US$ Bn)
7.3 Retail
7.3.1 Global CEM Market Value from Retail, 2016 – 2026 (US$ Bn)
7.4 Government
7.4.1 Global CEM Market Value from Government, 2016 – 2026 (US$ Bn)
7.5 Healthcare
7.5.1 Global CEM Market Value from Healthcare, 2016 – 2026 (US$ Bn)
7.6 IT & Telecom
7.6.1 Global CEM Market Value from IT & Telecom, 2016 – 2026 (US$ Bn)
7.7 Manufacturing
7.7.1 Global CEM Market Value from Manufacturing, 2016 – 2026 (US$ Bn)
7.8 Media & entertainment
7.8.1 Global CEM Market Value from Media & entertainment, 2016 – 2026 (US$ Bn)
7.9 Other Applications
7.9.1 Global CEM Market Value from Other Applications, 2016 – 2026 (US$ Bn)

Chapter 8 North America Customer Experience Management (CEM) Market Analysis, 2016 – 2026 (US$ Bn)
8.1 Overview
8.2 North America CEM Market Analysis, by Analytical Tools, 2016 – 2026 (US$ Bn)
8.2.1 Market Analysis
8.3 North America CEM Market Analysis, by Touch Point, 2016 – 2026 (US$ Bn)
8.3.1 Market Analysis
8.4 North America CEM Market Analysis, by Deployment Segment, 2016 – 2026 (US$ Bn)
8.4.1 Market Analysis
8.5 North America CEM Market Analysis, by Application, 2016 – 2026 (US$ Bn)
8.5.1 Market Analysis
8.6 North America CEM Market, by Country, 2016 – 2026 (US$ Bn)
8.6.1 Market Analysis
8.6.2 U.S.
8.6.2.1 U.S. CEM Market Value, by Analytical Tools, 2016 – 2026 (US$ Bn)
8.6.2.2 U.S. CEM Market Value, by Touch Point, 2016 – 2026 (US$ Bn)
8.6.2.3 U.S. CEM Market Value, by Deployment Segment, 2016 – 2026 (US$ Bn)
8.6.2.4 U.S. CEM Market Value, by Application, 2016 – 2026 (US$ Bn)
8.6.3 Rest of North America
8.6.3.1 Rest of North America CEM Market Value, by Analytical Tools, 2016 – 2026 (US$ Bn)
8.6.3.2 Rest of North America CEM Market Value, by Touch Point, 2016 – 2026 (US$ Bn)
8.6.3.3 Rest of North America CEM Market Value, by Deployment Segment, 2016 – 2026 (US$ Bn)
8.6.3.4 Rest of North America CEM Market Value, by Application, 2016 – 2026 (US$ Bn)

Chapter 9 Europe Customer Experience Management (CEM) Market Analysis, 2016 – 2026 (US$ Bn)
9.1 Overview
9.2 Europe CEM Market Analysis, by Analytical Tools, 2016 – 2026 (US$ Bn)
9.2.1 Market Analysis
9.3 Europe CEM Market Analysis, by Touch Point, 2016 – 2026 (US$ Bn)
9.3.1 Market Analysis
9.4 Europe CEM Market Analysis, by Deployment Segment, 2016 – 2026 (US$ Bn)
9.4.1 Market Analysis
9.5 Europe CEM Market Analysis, by Application, 2016 – 2026 (US$ Bn)
9.5.1 Market Analysis
9.6 Europe CEM Market, by Country, 2016 – 2026 (US$ Bn)
9.6.1 Market Analysis
9.6.2 U.K.
9.6.2.1 U.K. CEM Market Value, by Analytical Tools, 2016 – 2026 (US$ Bn)
9.6.2.2 U.K. CEM Market Value, by Touch Point, 2016 – 2026 (US$ Bn)
9.6.2.3 U.K. CEM Market Value, by Deployment Segment, 2016 – 2026 (US$ Bn)
9.6.2.4 U.K. CEM Market Value, by Application, 2016 – 2026 (US$ Bn)
9.6.3 Germany
9.6.3.1 Germany CEM Market Value, by Analytical Tools, 2016 – 2026 (US$ Bn)
9.6.3.2 Germany CEM Market Value, by Touch Point, 2016 – 2026 (US$ Bn)
9.6.3.3 Germany CEM Market Value, by Deployment Segment, 2016 – 2026 (US$ Bn)
9.6.3.4 Germany CEM Market Value, by Application, 2016 – 2026 (US$ Bn)
9.6.4 France
9.6.4.1 France CEM Market Value, by Analytical Tools, 2016 – 2026 (US$ Bn)
9.6.4.2 France CEM Market Value, by Touch Point, 2016 – 2026 (US$ Bn)
9.6.4.3 France CEM Market Value, by Deployment Segment, 2016 – 2026 (US$ Bn)
9.6.4.4 France CEM Market Value, by Application, 2016 – 2026 (US$ Bn)
9.6.5 Rest of Europe
9.6.5.1 Rest of Europe CEM Market Value, by Analytical Tools, 2016 – 2026 (US$ Bn)
9.6.5.2 Rest of Europe CEM Market Value, by Touch Point, 2016 – 2026 (US$ Bn)
9.6.5.3 Rest of Europe CEM Market Value, by Deployment Segment, 2016 – 2026 (US$ Bn)
9.6.5.4 Rest of Europe CEM Market Value, by Application, 2016 – 2026 (US$ Bn)

Chapter 10 Asia Pacific Customer Experience Management (CEM) Market Analysis, 2016 – 2026 (US$ Bn)
10.1 Overview
10.2 Asia Pacific CEM Market Analysis, by Analytical Tools, 2016 – 2026 (US$ Bn)
10.2.1 Market Analysis
10.3 Asia Pacific CEM Market Analysis, by Touch Point, 2016 – 2026 (US$ Bn)
10.3.1 Market Analysis
10.4 Asia Pacific CEM Market Analysis, by Deployment Segment, 2016 – 2026 (US$ Bn)
10.4.1 Market Analysis
10.5 Asia Pacific CEM Market Analysis, by Application, 2016 – 2026 (US$ Bn)
10.5.1 Market Analysis
10.6 Asia Pacific CEM Market, by Country, 2016 – 2026 (US$ Bn)
10.6.1 Market Analysis
10.6.2 China
10.6.2.1 China CEM Market Value, by Analytical Tools, 2016 – 2026 (US$ Bn)
10.6.2.2 China CEM Market Value, by Touch Point, 2016 – 2026 (US$ Bn)
10.6.2.3 China CEM Market Value, by Deployment Segment, 2016 – 2026 (US$ Bn)
10.6.2.4 China CEM Market Value, by Application, 2016 – 2026 (US$ Bn)
10.6.3 Japan
10.6.3.1 Japan CEM Market Value, by Analytical Tools, 2016 – 2026 (US$ Bn)
10.6.3.2 Japan CEM Market Value, by Touch Point, 2016 – 2026 (US$ Bn)
10.6.3.3 Japan CEM Market Value, by Deployment Segment, 2016 – 2026 (US$ Bn)
10.6.3.4 Japan CEM Market Value, by Application, 2016 – 2026 (US$ Bn)
10.6.4 India
10.6.4.1 India CEM Market Value, by Analytical Tools, 2016 – 2026 (US$ Bn)
10.6.4.2 India CEM Market Value, by Touch Point, 2016 – 2026 (US$ Bn)
10.6.4.3 India CEM Market Value, by Deployment Segment, 2016 – 2026 (US$ Bn)
10.6.4.4 India CEM Market Value, by Application, 2016 – 2026 (US$ Bn)
10.6.5 Rest of Asia Pacific
10.6.5.1 Rest of Asia Pacific CEM Market Value, by Analytical Tools, 2016 – 2026 (US$ Bn)
10.6.5.2 Rest of Asia Pacific CEM Market Value, by Touch Point, 2016 – 2026 (US$ Bn)
10.6.5.3 Rest of Asia Pacific CEM Market Value, by Deployment Segment, 2016 – 2026 (US$ Bn)
10.6.5.4 Rest of Asia Pacific CEM Market Value, by Application, 2016 – 2026 (US$ Bn)

Chapter 11 Rest of the World (RoW) Customer Experience Management (CEM) Market Analysis, 2016 – 2026 (US$ Bn)
11.1 Overview
11.2 RoW CEM Market Analysis, by Analytical Tools, 2016 – 2026 (US$ Bn)
11.2.1 Market Analysis
11.3 RoW CEM Market Analysis, by Touch Point, 2016 – 2026 (US$ Bn)
11.3.1 Market Analysis
11.4 RoW CEM Market Analysis, by Deployment Segment, 2016 – 2026 (US$ Bn)
11.4.1 Market Analysis
11.5 RoW CEM Market Analysis, by Application, 2016 – 2026 (US$ Bn)
11.5.1 Market Analysis
11.6 RoW CEM Market, by Region (US$ Bn)
11.6.1 Market Analysis
11.6.2 Middle East & Africa (MEA)
11.6.2.1 MEA CEM Market Value, by Analytical Tools, 2016 – 2026 (US$ Bn)
11.6.2.2 MEA CEM Market Value, by Touch Point, 2016 – 2026 (US$ Bn)
11.6.2.3 MEA CEM Market Value, by Deployment Segment, 2016 – 2026 (US$ Bn)
11.6.2.4 MEA CEM Market Value, by Application, 2016 – 2026 (US$ Bn)
11.6.3 Latin America
11.6.3.1 Latin America CEM Market Value, by Analytical Tools, 2016 – 2026 (US$ Bn)
11.6.3.2 Latin America CEM Market Value, by Touch Point, 2016 – 2026 (US$ Bn)
11.6.3.3 Latin America CEM Market Value, by Deployment Segment, 2016 – 2026 (US$ Bn)
11.6.3.4 Latin America CEM Market Value, by Application, 2016 – 2026 (US$ Bn)

Chapter 12 Company Profiles
12.1 Adobe Systems Inc.
12.2 Avaya Inc.
12.3 Cisco Systems, Inc.
12.4 Huawei Corporation
12.5 IBM Corporation
12.6 OpenText Corporation
12.7 Oracle Corporation
12.8 Qualtrics
12.9 SAS Institute Inc.
12.10 Software AG
12.11 Tata Consultancy Services Limited
12.12 Tech Mahindra Limited
12.13 Zendesk Inc.

* Here we are using CEM as a short form of Customer Experience Management

Choose License Type
 
Contact Information
24/7 Research Support
Phone: +1-855-455-8662
sales@acutemarketreports.com
Get in Touch with us
join us on Facebook
Follow us on Twitter
Follow us on LinkedIn
Add us on Google +