Customer Experience Management Market By Component (Solution {Omni – Channel, Machine Learning, Analytics, and Workforce Optimization}, Services {Professional and Managed}), Touch-point (Website, Store, Call Center, Mobile app, Social Media, Email, Virtual Assistant and Others), Deployment Mode (On-Premises, On Cloud), Organization Size (SMEs, Large Enterprises), Vertical (Telecommunication and IT- Enabled Services, Banking, Financial Services and Insurance, Media and Entertainment, Retail and Consumer Goods, Healthcare, Travel and Hospitality, Public Sector and Automotive), And By Region (North America, Europe, Asia Pacific, Middle East & Africa and South America), Global Forecast 2018 to 2028
Sep 2020
Total Pages: 183
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The market size for the global Customer Experience Management Market is anticipated to reach USD 21.13 billion by 2028. Surging demand for personalized experience by customers across various industries is the key trend in accelerating market growth. Customer Experience Management Makrethas sets of practices and technologies to transform within organizations to meet consumer expectations.
Advancement in technologies is changing the way customer reacts and interacts with brands across channels. Currently, consumers use various devices to understand, introspect, and finalize products. This disruption in digital technology has encouraged consumers to demand seamless experience while interacting with companies over various channels. Owing to the rise in customer expectations, organizations are changing their Customer Experience Management Makretstrategies to position and reposition their brands and products, keeping consumers as the strategic focus.
Segment Overview of Customer Experience Management Market
Software Overview, 2018-2028 (USD Billion)
- Software
- Omni – Channel
- Machine Learning
- Analytics
- Workforce Optimization
- Services
- Professional
- Managed
Touch-point Segment Overview,2018-2028(USD Billion)
- Website
- Store
- Call Center
- Mobile app
- Social Media
- Virtual Assistant
- Others
Deployment Mode Overview, 2018-2028 (USD Billion)
- On-Premises
- On Cloud
Organization Size Overview, 2018-2028 (USD Billion)
- SMEs
- Large Enterprises
Vertical Overview, 2018-2028 (USD Billion)
- Telecommunication and IT- Enabled Services
- Banking, Financial Services, and Insurance
- Media and Entertainment
- Retail and Consumer Goods
- Healthcare
- Automotive
- Travel and Hospitality
- Public Sector
- Others
Regional Overview, 2018-2028 (USD Billion)
- North America
- U.S.
- Canada
- Europe
- UK
- Germany
- France
- Rest of Europe
- Asia Pacific
- China
- Japan
- Singapore
- Australia & New Zealand
- Rest of Asia-Pacific
- Middle East and Africa
- Kingdom of Saudi Arabia
- Qatar
- South Africa
- Rest of Middle East and Africa
- South America
- Brazil
- Mexico
- Rest of South America
Reasons for the study
- The purpose of the study is to give an exhaustive outlook of the global workplace market.
- Ensure you remain competitive as innovations by existing key players to boost the market.
What does the report include?
- The study on the global Customer Experience Management Market includes qualitative factors such as drivers, restraints, and opportunities
- The study covers the competitive landscape of existing/prospective players in the Customer Experience Management Market and their strategic initiatives for the product development
- The study covers a qualitative and quantitative analysis of the market segmented based on Softwares, organization size, and vertical. Moreover, the study provides similar information for the key geographies.
- Actual market sizes and forecasts have been provided for all the above-mentioned segments.
Who should buy this report?
- This study is suitable for industry participants and stakeholders in the global Customer Experience Management Market. The report will benefit:
- Every stakeholder is involved in the Customer Experience Management Market.
- Managers within the Tech companies looking to publish recent and forecasted statistics about the global Customer Experience Management Market.
- Government organizations, regulatory authorities, policymakers, and organizations looking for investments in trends of the global Customer Experience Management Market.
- Analysts, researchers, educators, strategy managers, and academic institutions looking for insights into the market to determine future strategies.
Advancements in big data analytics have helped enterprise improve their end-to-end consumer experience management which drives the market. Key points of poor consumer experiences understand customer trends and have provided measurable direction to improve operational efficiencies and consumer experiences of an organization. Furthermore, increasing investments towards the implementation of advanced technologies has helped consumers undertake cognitive decisions with an effort to develop enhanced Environmental Hazard Monitoring software, and also contributing to market growth.
Touch-Point Segment
The mobile touchpoint type segment is anticipated to post highest over the forecast period. The growth of the segment can be related to the increase in the use of smartphones, which is encouraging enterprises to develop mobile marketing and communication strategies. Demand for text will remain high throughout the forecast period.
The increasing generation of text-based data in the form of feedback, and reviews across several platforms and offline survey systems is one of the factors contributing to segment growth. Text analytics tools help enterprises to understand unstructured text-based data and gain insights through social media comments and product reviews. They enable the organization to provide real-time responses and reduce manual efforts. Owing to these benefits, various number of organizations are using text analytical tools for text classification and in-depth analysis of unstructured customer data
Deployment Segment
Based on deployment, the Customer Experience Management Market has been segmented into the cloud and on-premises. The cloud-based segment is estimated to have the highest significant size in terms of revenue by 2028, Cloud technology has usage of low-cost integration of Customer Experience Management Makretsystem within the current business environment. Cloud-based Customer Experience Management Makretis accepted for its scalability and flexibility.
Organization Size Segment
The organization segment is divided into Small and Medium-sized Enterprises (SMEs). Large enterprises will have the highest market size. Large enterprises have the affordability to adopt large scale economies to deploy various Softwares.
Vertical Segment
Based on the vertical, the market is segmented Telecommunication and IT- Enabled Services, Banking, Financial Services, and Insurance, Media and Entertainment, Retail Others), Among these verticals, the healthcare vertical will grow at the highest CAGR during the forecast period. The increasing usage of smartphones to conduct transactions has enabled more personal engagement, seamless banking through the mobile channel for consumers. This trend has increased both the potential and complexity of creating a positive customer experience through management.
The global Customer Experience Management Market is a wide range to North America, Europe, APAC, South America, and the Middle East & Africa. North America will have the largest market size increase in the coming years. Furthermore, increasing marketing and digital channels among the enterprises in U.S. and Canada is another factor contributing to market growth. The market in the Asia Pacific will witness at the highest CAGR over the forecast period. The increasing adoption of IoT-based devices and sensors as well as advanced analytics tools has offered personalized services to both B2B and B2C consumers is the major factors contributing to the growth of the regional market.
The major players of the Digital Workplace Market are Microfocus, Broadcom, Atlassian, Microsoft, IBM, and more. The Customer Experience Management Market is fragmented with the existence of well-known global and domestic players across the globe
The market size for the global Customer Experience Management Market is anticipated to reach USD 21.13 billion by 2028. Surging demand for personalized experience by customers across various industries is the key trend in accelerating market growth. Customer Experience Management Makrethas sets of practices and technologies to transform within organizations to meet consumer expectations.
Advancement in technologies is changing the way customer reacts and interacts with brands across channels. Currently, consumers use various devices to understand, introspect, and finalize products. This disruption in digital technology has encouraged consumers to demand seamless experience while interacting with companies over various channels. Owing to the rise in customer expectations, organizations are changing their Customer Experience Management Makretstrategies to position and reposition their brands and products, keeping consumers as the strategic focus.
Segment Overview of Customer Experience Management Market
Software Overview, 2018-2028 (USD Billion)
- Software
- Omni – Channel
- Machine Learning
- Analytics
- Workforce Optimization
- Services
- Professional
- Managed
Touch-point Segment Overview,2018-2028(USD Billion)
- Website
- Store
- Call Center
- Mobile app
- Social Media
- Virtual Assistant
- Others
Deployment Mode Overview, 2018-2028 (USD Billion)
- On-Premises
- On Cloud
Organization Size Overview, 2018-2028 (USD Billion)
- SMEs
- Large Enterprises
Vertical Overview, 2018-2028 (USD Billion)
- Telecommunication and IT- Enabled Services
- Banking, Financial Services, and Insurance
- Media and Entertainment
- Retail and Consumer Goods
- Healthcare
- Automotive
- Travel and Hospitality
- Public Sector
- Others
Regional Overview, 2018-2028 (USD Billion)
- North America
- U.S.
- Canada
- Europe
- UK
- Germany
- France
- Rest of Europe
- Asia Pacific
- China
- Japan
- Singapore
- Australia & New Zealand
- Rest of Asia-Pacific
- Middle East and Africa
- Kingdom of Saudi Arabia
- Qatar
- South Africa
- Rest of Middle East and Africa
- South America
- Brazil
- Mexico
- Rest of South America
Reasons for the study
- The purpose of the study is to give an exhaustive outlook of the global workplace market.
- Ensure you remain competitive as innovations by existing key players to boost the market.
What does the report include?
- The study on the global Customer Experience Management Market includes qualitative factors such as drivers, restraints, and opportunities
- The study covers the competitive landscape of existing/prospective players in the Customer Experience Management Market and their strategic initiatives for the product development
- The study covers a qualitative and quantitative analysis of the market segmented based on Softwares, organization size, and vertical. Moreover, the study provides similar information for the key geographies.
- Actual market sizes and forecasts have been provided for all the above-mentioned segments.
Who should buy this report?
- This study is suitable for industry participants and stakeholders in the global Customer Experience Management Market. The report will benefit:
- Every stakeholder is involved in the Customer Experience Management Market.
- Managers within the Tech companies looking to publish recent and forecasted statistics about the global Customer Experience Management Market.
- Government organizations, regulatory authorities, policymakers, and organizations looking for investments in trends of the global Customer Experience Management Market.
- Analysts, researchers, educators, strategy managers, and academic institutions looking for insights into the market to determine future strategies.
Chapter 1 Introduction
1.1 Introduction to the Study
1.2 Market Definition and Scope
1.3 Units, Currency, Conversions and Years Considered
1.4 Key Stakeholders
1.5 Key Questions Answered
Chapter 2 Research Methodology
2.1 Introduction
2.2 Data Capture Sources
2.2.1 Primary Sources
2.2.2 Secondary Sources
2.3 Market Size Estimation
2.4 Market Forecast
2.5 Data Triangulation
2.6 Assumptions and Limitations
Chapter 3 Executive Summary
Chapter 4 Market Outlook
4.1 Introduction
4.2 Value Chain Analysis
4.3 Market Dynamics
4.3.1 Drivers
4.3.1.1 High Proliferation of Smartphones
4.3.1.2 Need for better understanding customers increasing the demand for CEM Softwares
4.3.1.3 Customer-related scores helping organizations to plan better customer engagement strategy
4.3.2 Restraints
4.3.2.1 Data synchronization complexities
4.3.3 Opportunities
4.3.3.1Need for insights to predict customer intents
4.3.3.2 Information extracted from CEM Softwares can be used to make optimal CX strategy
4.5 PEST Analysis
4.6 COVID-19 Impact Analysis
Chapter 5 Customer Experience Management Market by Component
5.1 Introduction
5.1.1 Software
5.1.1.1 Omni Channel
5.1.1.2 Machine Learning
5.1.1.3 Analytics
5.1.1.4 Workforce Optimization
5.1.2 Services
5.1.2.1 Professional
5.1.2.2 Managed
Chapter 6 Customer Experience Management Market by TouchPoints
6.1.1 Introduction
6.1.2Website
6.1.3 Store
6.1.4 Call Center
6.1.5 Mobile app
6.1.6 Social Media
6.1.7 Email
6.1.8 Virtual Assistant
6.1.9 Others
Chapter 7 Customer Experience Management Market by Deployment Mode
7.1 Introduction
7.1.1 On-Premises
7.1.2 Cloud
Chapter 8 Customer Experience Management Market by Component
8.1 Introduction.
8.2 Solution
8.2.1 Omni – Channel
8.2.2 Machine Learning
8.2.3 Analytics
8.2.4 Workforce Optimization
8.3 Services
8.3.1 Professional
8.3.2 ManagedChapter
9 Customer Experience Management Market by Organization Size
9.1 Introduction
9.1.1 SMEs
9.1.2 Large Enterprises
Chapter 10 Customer Experience Management Market by Vertical
10.1 Introduction
10.1.1 Telecommunication and IT-Enabled Services
10.1.2 Banking, Financial Services, and Insurance
10.1.3 Media and Entertainment
10.1.4 Retail and Consumer Goods
10.1.5 Healthcare
10.1.6 Manufacturing
10.1.7 Energy and Utilities
10.1.8 Others
Chapter 11 Customer Experience Management Market By Region
11.1 Introduction
11.2 North America
11.2.1 U.S.
11.2.2 Canada
11.3 Europe
11.3.1 Germany
11.3.2 France
11.3.3 UK
11.3.4 Rest of Europe
11.4 Asia Pacific
11.4.1 China
11.4.2 Japan
11.4.3 Singapore
11.4.4 Australia and New Zealand
11.4.5 Rest of Asia Pacific
11.5 Middle East & Africa
11.5.1 UAE
11.5.2 Saudi Arabia
11.5.3 South Africa
11.5.5 Rest of Middle East & Africa
11.6 South America
11.6.1 Brazil
11.6.2 Mexico
11.6.3 Rest of South America
Chapter 12 Competitive Landscape
12.1 Overview
12.2 Strategic Initiatives
12.2.1 Mergers & Acquisitions
12.2.2 New Product Launch
12.2.3 Investments
12.2.4 Expansion
12.2.5 Others
Chapter 13 Company Profiles
13.1 Adobe
13.1.1 Overview
13.1.2 Products and Services Portfolio
13.1.3 Recent Initiatives
13.1.4 Company Financials
13.1.5 SWOT
13.2 IBM
13.2.1 Overview
13.2.2 Products and Services Portfolio
13.2.3 Recent Initiatives
13.2.4 Company Financials
13.2.5 SWOT
13.3 Oracle
13.3.1 Overview
13.3.2 Products and Services Portfolio
13.3.3 Recent Initiatives
13.3.4 Company Financials
13.3.5 SWOT
13.4 Avaya
13.4.1 Overview
13.4.2 Products and Services Portfolio
13.4.3 Recent Initiatives
13.4.4 Company Financials
13.4.5 SWOT
13.5 Nice
13.5.1 Overview
13.5.2 Products and Services Portfolio
13.5.3 Recent Initiatives
13.5.4 Company Financials
13.5.5 SWOT
13.6 Nokia
13.6.1 Overview
13.6.2 Products and Services Portfolio
13.6.3 Recent Initiatives
13.6.4 Ctmpany Financials
13.6.5 SWOT
13.7 SAP
13.7.1 Overview
13.7.2 Products and Services Portfolio
13.7.3 Recent Initiatives
13.7.4 Company Financials
13.7.5 SWOT
13.8 Opentext
13.8.1 Overview
13.8.2 Products and Services Portfolio
13.8.3 Recent Initiatives
13.8.4 Company Financials
13.8.5 SWOT
13.9 Tech Mahindra
13.9.1 Overview
13.9.2 Products and Services Portfolio
13.9.3 Recent Initiatives
13.9.4 Company Financials
13.9.5 SWOT
13.10 Verint System
13.10.1 Overview
13.10.2Products and Services Portfolio
13.10.3Recent Initiatives
13.10.4Company Financials
13.10.5 SWOT
13.11 Other Companies