Customer Experience Management Market with COVID-19 Impact, by Component (Solutions, Services), Touchpoint, Deployment Type, Organization Size, Vertical (Travel and Hospitality, BFSI, Retail, Healthcare, IT and Telecom), and Region - Global Forecast to 2026
The global Customer experience management Market size to grow from USD 9.5 Billion in 2021 to USD 16.9 Billion by 2026, at a Compound Annual Growth Rate (CAGR) of 12.3% during the forecast period. The major driving factors for the market include increasing need to improve customer engagement and reduce customer churn rates, need for better understanding customers, and use of customer-related scores to plan better customer engagement strategy.
The services to record a higher growth rate during the forecast period
In the customer experience management market by component, the services is expected to record a higher growth rate during the forecast period. The overall services segment has a major influence on the customer experience management market’s growth. These services assist end users in reducing overall costs, increasing overall revenues, and improving business performance. With the help of these services, organizations can track, evaluate, and analyze the requirements of their business to make better-informed decisions.
Large Enterprises are expected to hold a larger market share during the forecast period
By Organisation size, large enterprises are expected to hold the largest market size. Large enterprises deploy CEM solutions to enhance their CE and satisfaction. Large enterprises encompass distributed data related to customers scattered across different departments and are, hence, opting for cloud-based CEM solutions to gain valuable insights from this data. The adoption of CEM solutions helps large enterprises enhance customer interaction and loyalty. Large enterprises are keen on investing in new and latest technologies such as artificial intelligence (AI), big data, and machine learning to automate the customer engagement process.
Cloud Deployment is expected to have a higher growth rate during the forecast period
By Deployment Mode, cloud is expected to have a higher growth rate. Cloud-based CE solutions are preferred over traditional systems as they are effective and compatible in addressing the rising level of customer expectations. Besides reducing costs associated with upgrading and updating CE solutions, cloud deployments also help organizations integrate technologies to provide a better CE to their customers.
APAC to have a higher growth rate during the forecast period
By region, APAC to grow at the highest CAGR during the forecast period. The enormous population in the region has led to an extensive pool of subscriber base for companies. The increasing internet penetration and per-user online consumption have led organizations to enhance their offerings in the customer experience management market through digital touchpoints such as social media, websites, emails, virtual assistants, and call centers.
Research coverage
The market study covers the Customer experience management market across different segments. It aims at estimating the market size and the growth potential of this market across different segments based on component, touchpoint, deployment type, organization size and verticals with regions covered. The study also includes an in-depth competitive analysis of the key market players, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.
Key benefits of buying the report
The report is expected to help the market leaders/new entrants in this market by providing them information on the closest approximations of the revenue numbers for the overall Customer experience management market and its segments. This report is also expected to help stakeholders understand the competitive landscape and gain insights to improve the position of their businesses and to plan suitable go-to-market strategies. The report also aims at helping stakeholders understand the pulse of the market and provide them with information on key market drivers, restraints, challenges, and opportunities.
The services to record a higher growth rate during the forecast period
In the customer experience management market by component, the services is expected to record a higher growth rate during the forecast period. The overall services segment has a major influence on the customer experience management market’s growth. These services assist end users in reducing overall costs, increasing overall revenues, and improving business performance. With the help of these services, organizations can track, evaluate, and analyze the requirements of their business to make better-informed decisions.
Large Enterprises are expected to hold a larger market share during the forecast period
By Organisation size, large enterprises are expected to hold the largest market size. Large enterprises deploy CEM solutions to enhance their CE and satisfaction. Large enterprises encompass distributed data related to customers scattered across different departments and are, hence, opting for cloud-based CEM solutions to gain valuable insights from this data. The adoption of CEM solutions helps large enterprises enhance customer interaction and loyalty. Large enterprises are keen on investing in new and latest technologies such as artificial intelligence (AI), big data, and machine learning to automate the customer engagement process.
Cloud Deployment is expected to have a higher growth rate during the forecast period
By Deployment Mode, cloud is expected to have a higher growth rate. Cloud-based CE solutions are preferred over traditional systems as they are effective and compatible in addressing the rising level of customer expectations. Besides reducing costs associated with upgrading and updating CE solutions, cloud deployments also help organizations integrate technologies to provide a better CE to their customers.
APAC to have a higher growth rate during the forecast period
By region, APAC to grow at the highest CAGR during the forecast period. The enormous population in the region has led to an extensive pool of subscriber base for companies. The increasing internet penetration and per-user online consumption have led organizations to enhance their offerings in the customer experience management market through digital touchpoints such as social media, websites, emails, virtual assistants, and call centers.
- By Company Type: Tier 1 – 62%, Tier 2 – 23%, and Tier 3 – 15%
- By Designation: C-level – 38%, Directors – 30% and Others – 32%
- By Region: North America –40%, Europe –15%, APAC – 35%, Middle East and Africa- 5% and Latin America- 5%
Research coverage
The market study covers the Customer experience management market across different segments. It aims at estimating the market size and the growth potential of this market across different segments based on component, touchpoint, deployment type, organization size and verticals with regions covered. The study also includes an in-depth competitive analysis of the key market players, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.
Key benefits of buying the report
The report is expected to help the market leaders/new entrants in this market by providing them information on the closest approximations of the revenue numbers for the overall Customer experience management market and its segments. This report is also expected to help stakeholders understand the competitive landscape and gain insights to improve the position of their businesses and to plan suitable go-to-market strategies. The report also aims at helping stakeholders understand the pulse of the market and provide them with information on key market drivers, restraints, challenges, and opportunities.
1 INTRODUCTION
1.1 INTRODUCTION TO COVID-19
1.2 COVID-19 HEALTH ASSESSMENT
FIGURE 1 COVID-19: GLOBAL PROPAGATION
FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES
1.3 COVID-19 ECONOMIC ASSESSMENT
FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020
1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT
FIGURE 4 CRITERIA IMPACTING GLOBAL ECONOMY
FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF GLOBAL ECONOMY
1.4 OBJECTIVES OF THE STUDY
1.5 MARKET DEFINITION
1.5.1 INCLUSIONS AND EXCLUSIONS
1.6 MARKET SCOPE
1.6.1 MARKET SEGMENTATION
1.6.2 REGIONAL SCOPE
1.6.3 YEARS CONSIDERED FOR THE STUDY
1.7 CURRENCY CONSIDERED
TABLE 1 USD EXCHANGE RATES, 2018–2020
1.8 STAKEHOLDERS
1.9 SUMMARY OF CHANGES
2 RESEARCH METHODOLOGY
2.1 RESEARCH DATA
FIGURE 6 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
TABLE 2 PRIMARY INTERVIEWS
2.1.2.1 Breakup of primaries
FIGURE 7 BREAKUP OF PROFILES OF PRIMARY PARTICIPANTS: BY COMPANY TYPE, DESIGNATION, AND REGION
2.1.2.2 Key industry insights
2.2 DATA TRIANGULATION
2.3 MARKET SIZE ESTIMATION
2.3.1 TOP-DOWN APPROACH
FIGURE 8 CUSTOMER EXPERIENCE MANAGEMENT SIZE ESTIMATION: TOP-DOWN APPROACH (SPENDING-SIDE ANALYSIS)
2.3.2 BOTTOM-UP APPROACH
FIGURE 9 CUSTOMER EXPERIENCE MANAGEMENT SIZE ESTIMATION: BOTTOM-UP APPROACH (SUPPLY-SIDE ANALYSIS) (1/2)
FIGURE 10 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE ESTIMATION: BOTTOM-UP APPROACH (SUPPLY-SIDE ANALYSIS) (2/2)
2.4 MARKET FORECAST
TABLE 3 FACTOR ANALYSIS
2.5 ASSUMPTIONS FOR THE STUDY
2.6 LIMITATIONS OF THE STUDY
3 EXECUTIVE SUMMARY
FIGURE 11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2019–2026
FIGURE 12 LEADING SEGMENTS IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2021
FIGURE 13 CUSTOMER EXPERIENCE MANAGEMENT MARKET: REGIONAL SHARES AND KEY DRIVING FACTORS, 2021
4 PREMIUM INSIGHTS
4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
FIGURE 14 GROWING NEED TO ENHANCE CUSTOMER LOYALTY TO DRIVE THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
4.2 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT
FIGURE 15 SOLUTIONS SEGMENT TO LEAD THE MARKET IN 2021
4.3 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE
FIGURE 16 MANAGED SERVICES SEGMENT TO ACCOUNT FOR A LARGER MARKET SHARE IN 2021
4.4 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE
FIGURE 17 DEPLOYMENT AND INTEGRATION SERVICES SEGMENT TO ACCOUNT FOR THE LARGEST MARKET SHARE IN 2021
4.5 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL
FIGURE 18 RETAIL SEGMENT TO LEAD THE MARKET IN 2021
4.6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT MODE
FIGURE 19 CLOUD SEGMENT TO LEAD THE MARKET BY 2026
4.7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION
FIGURE 20 ASIA PACIFIC TO GROW AT THE HIGHEST RATE DURING THE FORECAST PERIOD
4.8 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT AND COUNTRY
FIGURE 21 SOLUTIONS SEGMENT AND ANZ ESTIMATED TO ACCOUNT FOR THE LARGEST RESPECTIVE MARKET SHARES IN ASIA PACIFIC IN 2021
4.9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY
FIGURE 22 INDIA TO REGISTER THE HIGHEST GROWTH DURING THE FORECAST PERIOD
5 MARKET OVERVIEW AND INDUSTRY TRENDS
5.1 INTRODUCTION
FIGURE 23 ADVANCEMENTS IN COMMUNICATION TECHNOLOGY ARE MAJOR DRIVING FACTORS FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
5.2 MARKET DYNAMICS
FIGURE 24 CUSTOMER EXPERIENCE MANAGEMENT MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
5.2.1 DRIVERS
5.2.1.1 Increased need for establishing the learning behavior with the customers
5.2.1.2 Increase in customer responsiveness and satisfaction would increase revenue
FIGURE 25 PERCENTAGE OF AGE GROUP EXPECTING RESPONSE WITHIN ONE HOUR IN 2020
5.2.1.3 Customer loyalty and increased retention is the need of the hour
5.2.1.4 Coordination among all customer contact channels and CEM managers would be established
5.2.1.5 Customer lifetime value can be calculated
5.2.1.6 Need for better understanding customers increasing the demand for CEM solutions
5.2.1.7 Customer-related scores generated for the organizations to plan better customer engagement strategy
5.2.1.8 CEM solutions reduce customer churn rates
5.2.1.9 CEM solutions keep customer engagement through omnichannel
5.2.2 RESTRAINTS
5.2.2.1 Lack of innovation
5.2.2.2 Using incomplete data while calculation of CE matrix
5.2.2.3 Data synchronization complexities
5.2.3 OPPORTUNITIES
5.2.3.1 Collection of all the information on a single platform
5.2.3.2 Need for insights to predict customer intents
5.2.3.3 Information extracted from CEM solutions can be used to make optimal CE strategy
5.2.4 CHALLENGES
5.2.4.1 Difficulty in ensuring CE RoI
5.2.4.2 Concerns over data privacy and security issues
5.2.4.3 Difficulty in getting consistent CE feedback through all channels
5.2.4.4 Difficulty in synchronizing CE data collected from different touchpoints within different domains
5.3 INDUSTRY TRENDS
5.3.1 VALUE CHAIN ANALYSIS
FIGURE 26 CUSTOMER EXPERIENCE MANAGEMENT MARKET: VALUE CHAIN
5.3.2 ECOSYSTEM
TABLE 4 CUSTOMER EXPERIENCE MANAGEMENT MARKET: ECOSYSTEM
5.3.3 PORTER’S FIVE FORCES MODEL
TABLE 5 IMPACT OF EACH FORCE ON THE CUSTOMER EXPERIENCE MANAGEMENT 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 Degree of competition
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 27 REVENUE SHIFT IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
5.3.6 PATENT ANALYSIS
FIGURE 28 TOP TEN COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS
TABLE 6 US: TOP TWENTY PATENT OWNERS, 2021
FIGURE 29 NUMBER OF PATENTS GRANTED IN A YEAR, 2010–2021
5.3.7 AVERAGE SELLING PRICE ANALYSIS
TABLE 7 AVERAGE SELLING PRICE RANGES OF SUBSCRIPTION-BASED CUSTOMER EXPERIENCE MANAGEMENT SYSTEMS
5.3.8 USE CASES
TABLE 8 USE CASE 1: ORACLE
TABLE 9 USE CASE 2: ORACLE
TABLE 10 USE CASE 3: SAP
TABLE 11 USE CASE 4: OPENTEXT
TABLE 12 USE CASE 5: INMOMENT
TABLE 13 USE CASE 6: MEDALLIA
TABLE 14 USE CASE 7: SITECORE
TABLE 15 USE CASE 8: CLARABRIDGE
TABLE 16 USE CASE 9: NOKIA
TABLE 17 USE CASE 10: ORACLE
TABLE 18 USE CASE 11: OPENTEXT
5.4 COVID-19 PANDEMIC-DRIVEN MARKET DYNAMICS AND FACTOR ANALYSIS
5.4.1 OVERVIEW
5.4.2 DRIVERS AND OPPORTUNITIES
5.4.3 RESTRAINTS AND CHALLENGES
5.4.4 CUMULATIVE GROWTH ANALYSIS
TABLE 19 CUSTOMER EXPERIENCE MANAGEMENT MARKET:
CUMULATIVE GROWTH ANALYSIS
6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT
6.1 INTRODUCTION
FIGURE 30 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING 2021–2026
TABLE 20 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 21 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
6.2 SOLUTIONS
6.2.1 SOLUTIONS: MARKET DRIVERS
6.2.2 SOLUTIONS: IMPACT OF COVID-19 ON THE MARKET
TABLE 22 CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 23 SOLUTIONS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 24 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 25 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
6.2.3 OMNICHANNEL
6.2.4 MACHINE LEARNING
6.2.5 ANALYTICS
6.2.6 WORKFORCE OPTIMIZATION
6.3 SERVICES
6.3.1 SERVICES: MARKET DRIVERS
6.3.2 SERVICES: IMPACT OF COVID-19 ON THE MARKET
FIGURE 31 MANAGED SERVICES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD
TABLE 26 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 27 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 28 CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 29 CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 30 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 31 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
6.3.3 PROFESSIONAL SERVICES
FIGURE 32 SUPPORT AND MAINTENANCE SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD
TABLE 32 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 33 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 34 CUSTOMER EXPERIENCE PROFESSIONAL SERVICES: MANAGEMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 35 CUSTOMER EXPERIENCE PROFESSIONAL SERVICES MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 36 NORTH AMERICA: CUSTOMER EXPERIENCE PROFESSIONAL SERVICES MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 37 NORTH AMERICA: CUSTOMER EXPERIENCE PROFESSIONAL SERVICES MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
6.3.3.1 Deployment and Integration
TABLE 38 CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 39 CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 40 NORTH AMERICA: CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 41 NORTH AMERICA: CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
6.3.3.2 Support and Maintenance
TABLE 42 CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 43 CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 44 NORTH AMERICA: CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 45 NORTH AMERICA: CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
6.3.3.3 Consulting and Training
TABLE 46 CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 47 CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 48 NORTH AMERICA: CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 49 NORTH AMERICA: CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
6.3.4 MANAGED SERVICES
TABLE 50 CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 51 CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 52 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 53 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT
7.1 INTRODUCTION
7.2 WEBSITES
7.3 STORES
7.4 CALL CENTERS
7.5 MOBILE APPS
7.6 SOCIAL MEDIA
7.7 EMAILS
7.8 VIRTUAL ASSISTANTS
7.9 OTHER TOUCHPOINTS
8 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE
8.1 INTRODUCTION
FIGURE 33 CLOUD DEPLOYMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING THE FORECAST PERIOD
TABLE 54 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 55 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
8.2 ON-PREMISE
8.2.1 ON-PREMISES: MARKET DRIVERS
8.2.2 ON-PREMISES: IMPACT OF COVID-19 ON THE MARKET
TABLE 56 ON-PREMISE DEPLOYMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 57 ON-PREMISE DEPLOYMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 58 NORTH AMERICA: ON-PREMISE DEPLOYMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 59 NORTH AMERICA: ON-PREMISE DEPLOYMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
8.3 CLOUD
8.3.1 CLOUD: MARKET DRIVERS
8.3.2 CLOUD: IMPACT OF COVID-19 ON THE MARKET
TABLE 60 CLOUD DEPLOYMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 61 CLOUD DEPLOYMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 62 NORTH AMERICA: CLOUD DEPLOYMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 63 NORTH AMERICA: CLOUD DEPLOYMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE
9.1 INTRODUCTION
FIGURE 34 LARGE ENTERPRISES TO ACCOUNT FOR A LARGER MARKET SIZE DURING THE FORECAST PERIOD
TABLE 64 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 65 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
9.2 LARGE ENTERPRISES
9.2.1 LARGE ENTERPRISES: MARKET DRIVERS
9.2.2 LARGE ENTERPRISES: IMPACT OF COVID-19 ON THE MARKET
TABLE 66 LARGE ENTERPRISES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 67 LARGE ENTERPRISES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 68 NORTH AMERICA: LARGE ENTERPRISES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 69 NORTH AMERICA: LARGE ENTERPRISES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
9.3 SMALL AND MEDIUM-SIZED ENTERPRISES
9.3.1 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET DRIVERS
9.3.2 SMALL AND MEDIUM-SIZED ENTERPRISES: IMPACT OF COVID-19 ON THE MARKET
TABLE 70 SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 71 SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 72 NORTH AMERICA: SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 73 NORTH AMERICA: SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
10 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL
10.1 INTRODUCTION
FIGURE 35 HEALTHCARE SEGMENT IS PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
TABLE 74 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 75 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
10.2 IT AND TELECOM
10.2.1 IT AND TELECOM: MARKET DRIVERS
10.2.2 IT AND TELECOM: COVID-19 IMPACT
TABLE 76 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN IT AND TELECOM, BY REGION, 2015–2020 (USD MILLION)
TABLE 77 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN IT AND TELECOM, BY REGION, 2021–2026 (USD MILLION)
TABLE 78 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN IT AND TELECOM, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 79 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN IT AND TELECOM, BY COUNTRY, 2021–2026 (USD MILLION)
10.3 BFSI
10.3.1 BFSI: MARKET DRIVERS
10.3.2 BFSI: COVID-19 IMPACT
TABLE 80 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN BFSI, BY REGION, 2015–2020 (USD MILLION)
TABLE 81 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN BFSI, BY REGION, 2021–2026 (USD MILLION)
TABLE 82 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN BFSI, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 83 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN BFSI, BY COUNTRY, 2021–2026 (USD MILLION)
10.4 RETAIL
10.4.1 RETAIL: MARKET DRIVERS
10.4.2 RETAIL: COVID-19 IMPACT
TABLE 84 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN RETAIL, BY REGION, 2015–2020 (USD MILLION)
TABLE 85 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN RETAIL, BY REGION, 2021–2026 (USD MILLION)
TABLE 86 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN RETAIL, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 87 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN RETAIL, BY COUNTRY, 2021–2026 (USD MILLION)
10.5 HEALTHCARE
10.5.1 HEALTHCARE: MARKET DRIVERS
10.5.2 HEALTHCARE: COVID-19 IMPACT
TABLE 88 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN HEALTHCARE, BY REGION, 2015–2020 (USD MILLION)
TABLE 89 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN HEALTHCARE, BY REGION, 2021–2026 (USD MILLION)
TABLE 90 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN HEALTHCARE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 91 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN HEALTHCARE, BY COUNTRY, 2021–2026 (USD MILLION)
10.6 AUTOMOTIVE
10.6.1 AUTOMOTIVE: MARKET DRIVERS
10.6.2 AUTOMOTIVE: COVID-19 IMPACT
TABLE 92 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN AUTOMOTIVE, BY REGION, 2015–2020 (USD MILLION)
TABLE 93 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN AUTOMOTIVE, BY REGION, 2021–2026 (USD MILLION)
TABLE 94 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN AUTOMOTIVE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 95 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN AUTOMOTIVE, BY COUNTRY, 2021–2026 (USD MILLION)
10.7 TRAVEL AND HOSPITALITY
10.7.1 TRAVEL AND HOSPITALITY: MARKET DRIVERS
10.7.2 TRAVEL AND HOSPITALITY: COVID-19 IMPACT
TABLE 96 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN TRAVEL AND HOSPITALITY, BY REGION, 2015–2020 (USD MILLION)
TABLE 97 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN TRAVEL AND HOSPITALITY, BY REGION, 2021–2026 (USD MILLION)
TABLE 98 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN TRAVEL AND HOSPITALITY, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 99 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN TRAVEL AND HOSPITALITY, BY COUNTRY, 2021–2026 (USD MILLION)
10.8 MEDIA AND ENTERTAINMENT
10.8.1 MEDIA AND ENTERTAINMENT: MARKET DRIVERS
10.8.2 MEDIA AND ENTERTAINMENT: COVID-19 IMPACT
TABLE 100 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY REGION, 2015–2020 (USD MILLION)
TABLE 101 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY REGION, 2021–2026 (USD MILLION)
TABLE 102 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 103 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY COUNTRY, 2021–2026 (USD MILLION)
10.9 PUBLIC SECTOR
10.9.1 PUBLIC SECTOR: MARKET DRIVERS
10.9.2 PUBLIC SECTOR: COVID-19 IMPACT
TABLE 104 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN PUBLIC SECTOR, BY REGION, 2015–2020 (USD MILLION)
TABLE 105 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN PUBLIC SECTOR, BY REGION, 2021–2026 (USD MILLION)
TABLE 106 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN PUBLIC SECTOR, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 107 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN PUBLIC SECTOR, BY COUNTRY, 2021–2026 (USD MILLION)
10.10 OTHER VERTICALS
TABLE 108 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN OTHER VERTICALS, BY REGION, 2015–2020 (USD MILLION)
TABLE 109 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN OTHER VERTICALS, BY REGION, 2021–2026 (USD MILLION)
TABLE 110 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN OTHER VERTICALS, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 111 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN OTHER VERTICALS, BY COUNTRY, 2021–2026 (USD MILLION)
11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION
11.1 INTRODUCTION
FIGURE 36 NORTH AMERICA TO ACCOUNT FOR THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD
TABLE 112 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 113 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
FIGURE 37 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
11.2 NORTH AMERICA
11.2.1 NORTH AMERICA: MARKET DRIVERS
11.2.2 NORTH AMERICA: COVID-19 IMPACT
11.2.3 NORTH AMERICA: REGULATIONS
FIGURE 38 NORTH AMERICA: MARKET SNAPSHOT
TABLE 114 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 115 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 116 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 117 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 118 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 119 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 120 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 121 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 122 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 123 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 124 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 125 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
TABLE 126 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 127 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
11.2.4 UNITED STATES
11.2.4.1 The adoption of latest technologies and presence of major players contributed to the growth of the market in the region
TABLE 128 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 129 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 130 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 131 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 132 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 133 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 134 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 135 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 136 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 137 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 138 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 139 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
11.2.5 CANADA
11.2.5.1 The technology investments have boosted the adoption of CEM in the region
TABLE 140 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 141 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 142 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 143 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 144 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 145 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 146 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 147 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 148 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 149 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 150 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 151 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
11.3 EUROPE
11.3.1 EUROPE: MARKET DRIVERS
11.3.2 EUROPE: COVID-19 IMPACT
11.3.3 EUROPE: REGULATIONS
TABLE 152 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 153 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 154 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 155 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 156 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 157 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 158 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 159 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 160 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 161 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 162 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 163 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
TABLE 164 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 165 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
11.3.4 UNITED KINGDOM
11.3.4.1 Businesses in the region quickly adapt to the changing needs of customers
TABLE 166 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 167 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 168 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 169 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 170 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 171 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 172 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 173 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 174 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 175 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 176 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 177 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
11.3.5 GERMANY
11.3.5.1 Companies in Germany are spending more on digital customer experience
11.3.6 FRANCE
11.3.6.1 Increase in digital transformation to drive the growth of the market in France
11.3.7 REST OF EUROPE
11.4 ASIA PACIFIC
11.4.1 ASIA PACIFIC: MARKET DRIVERS
11.4.2 ASIA PACIFIC: COVID-19 IMPACT
11.4.3 ASIA PACIFIC: REGULATIONS
FIGURE 39 ASIA PACIFIC: MARKET SNAPSHOT
TABLE 178 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 179 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 180 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 181 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 182 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 183 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 184 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 185 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 186 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 187 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 188 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 189 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
TABLE 190 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 191 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
11.4.4 AUSTRALIA AND NEW ZEALAND
11.4.4.1 Businesses in ANZ are continuously adopting customer-centric approaches
11.4.5 INDIA
11.4.5.1 Organizations in India focus on providing a personalized experience to the customers
11.4.6 CHINA
11.4.6.1 Rapid adoption of technologies for digital transformation helped businesses in China to grow with the changing customer demands
TABLE 192 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 193 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 194 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 195 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 196 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 197 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 198 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 199 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 200 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 201 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 202 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 203 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
11.4.7 REST OF ASIA PACIFIC
11.5 MIDDLE EAST AND AFRICA
11.5.1 MIDDLE EAST AND AFRICA: MARKET DRIVERS
11.5.2 MIDDLE EAST AND AFRICA: IMPACT OF COVID-19 ON THE MARKET
11.5.3 MIDDLE EAST AND AFRICA: REGULATIONS
TABLE 204 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 205 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 206 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 207 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 208 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 209 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 210 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 211 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 212 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 213 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 214 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 215 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
TABLE 216 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 217 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
11.5.4 UAE
11.5.4.1 Organizations in the UAE realize the importance of incorporating the latest technologies
11.5.5 SAUDI ARABIA
11.5.5.1 Fast-paced adoption of cloud-based services in Saudi Arabia have improved the digital economy growth
11.5.6 SOUTH AFRICA
11.5.6.1 South Africa is considered to be the largest IT market in the world
11.5.7 REST OF THE MIDDLE EAST AND AFRICA
11.6 LATIN AMERICA
11.6.1 LATIN AMERICA: MARKET DRIVERS
11.6.2 LATIN AMERICA: IMPACT OF COVID-19 ON THE MARKET
11.6.3 LATIN AMERICA: REGULATIONS
TABLE 218 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 219 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 220 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 221 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 222 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 223 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 224 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 225 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 226 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 227 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 228 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 229 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
TABLE 230 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 231 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
11.6.4 BRAZIL
11.6.4.1 Increase in the presence of major players in Brazil drive organizations’ focus on CEM
11.6.5 MEXICO
11.6.5.1 The adoption of cloud-based services by organizations in Mexico boosted the customer experience management market
11.6.6 REST OF LATIN AMERICA
12 COMPETITIVE LANDSCAPE
12.1 OVERVIEW
12.2 MARKET EVALUATION FRAMEWORK
FIGURE 40 MARKET EVALUATION FRAMEWORK, 2019–2021
12.3 KEY MARKET DEVELOPMENTS
12.3.1 PRODUCT LAUNCHES
TABLE 232 CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES, MARCH 2019–SEPTEMBER 2021
12.3.2 DEALS
TABLE 233 CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS, JANUARY 2020–AUGUST 2021
12.4 MARKET SHARE ANALYSIS OF TOP PLAYERS
TABLE 234 CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEGREE OF COMPETITION
FIGURE 41 MARKET SHARE ANALYSIS OF COMPANIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
12.5 HISTORICAL REVENUE ANALYSIS
FIGURE 42 HISTORICAL REVENUE ANALYSIS, 2018–2020
12.6 COMPANY EVALUATION MATRIX OVERVIEW
12.7 COMPANY EVALUATION MATRIX METHODOLOGY AND DEFINITIONS
TABLE 235 PRODUCT FOOTPRINT WEIGHTAGE
12.7.1 STARS
12.7.2 EMERGING LEADERS
12.7.3 PERVASIVE PLAYERS
12.7.4 PARTICIPANTS
FIGURE 43 CUSTOMER EXPERIENCE MANAGEMENT MARKET, COMPANY EVALUATION MATRIX, 2021
12.8 COMPANY PRODUCT FOOTPRINT ANALYSIS
TABLE 236 COMPANY PRODUCT FOOTPRINT
TABLE 237 COMPANY OFFERING FOOTPRINT
TABLE 238 COMPANY INDUSTRY FOOTPRINT
TABLE 239 COMPANY REGION FOOTPRINT
12.9 COMPANY MARKET RANKING ANALYSIS
FIGURE 44 RANKING OF KEY PLAYERS IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2021
12.10 STARTUP/SME EVALUATION MATRIX METHODOLOGY AND DEFINITIONS
TABLE 240 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE
12.10.1 PROGRESSIVE COMPANIES
12.10.2 RESPONSIVE COMPANIES
12.10.3 DYNAMIC COMPANIES
12.10.4 STARTING BLOCKS
FIGURE 45 CUSTOMER EXPERIENCE MANAGEMENT MARKET (GLOBAL):
STARTUP/SME EVALUATION MATRIX, 2020
13 COMPANY PROFILES
13.1 MAJOR PLAYERS
(Business Overview, Products & Services, Key Insights, Recent Developments, COVID-19 Impact, MnM View)*
13.1.1 ORACLE
TABLE 241 ORACLE: BUSINESS OVERVIEW
FIGURE 46 ORACLE: COMPANY SNAPSHOT
TABLE 242 ORACLE: PRODUCTS OFFERED
TABLE 243 ORACLE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 244 ORACLE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.2 ADOBE
TABLE 245 ADOBE: BUSINESS OVERVIEW
FIGURE 47 ADOBE: COMPANY SNAPSHOT
TABLE 246 ADOBE: PRODUCTS OFFERED
TABLE 247 ADOBE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 248 ADOBE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.3 SAP
TABLE 249 SAP: BUSINESS OVERVIEW
FIGURE 48 SAP: COMPANY SNAPSHOT
TABLE 250 SAP: PRODUCTS OFFERED
TABLE 251 SAP: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHED
TABLE 252 SAP: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.4 IBM
TABLE 253 IBM: BUSINESS OVERVIEW
FIGURE 49 IBM: COMPANY SNAPSHOT
TABLE 254 IBM: PRODUCTS OFFERED
TABLE 255 IBM: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 256 IBM: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.5 AVAYA
TABLE 257 AVAYA: BUSINESS OVERVIEW
FIGURE 50 AVAYA: COMPANY SNAPSHOT
TABLE 258 AVAYA: PRODUCTS OFFERED
TABLE 259 AVAYA: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 260 AVAYA: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.6 OPENTEXT
TABLE 261 OPENTEXT: BUSINESS OVERVIEW
FIGURE 51 OPENTEXT: COMPANY SNAPSHOT
TABLE 262 OPENTEXT: PRODUCTS OFFERED
TABLE 263 OPENTEXT: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 264 OPENTEXT: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.7 NICE
TABLE 265 NICE: BUSINESS OVERVIEW
FIGURE 52 NICE: COMPANY SNAPSHOT
TABLE 266 NICE: PRODUCTS OFFERED
TABLE 267 NICE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 268 NICE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.8 SAS INSTITUTE
TABLE 269 SAS: BUSINESS OVERVIEW
TABLE 270 SAS: PRODUCTS OFFERED
TABLE 271 AS: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 272 SAS: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.9 VERINT SYSTEMS
TABLE 273 VERINT SYSTEMS: BUSINESS OVERVIEW
FIGURE 53 VERINT SYSTEMS: COMPANY SNAPSHOT
TABLE 274 VERINT SYSTEMS: PRODUCTS OFFERED
TABLE 275 VERINT SYSTEMS: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 276 VERINT SYSTEMS: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.10 TERADATA
TABLE 277 TERADATA: BUSINESS OVERVIEW
FIGURE 54 TERADATA: COMPANY SNAPSHOT
TABLE 278 TERADATA: PRODUCTS OFFERED
TABLE 279 TERADATA: CUSTOMER EXPERIENCE MANAGEMENT MARKET: OTHERS
TABLE 280 TERADATA: CUSTOMER EXPERIENCE MANAGEMENT MARKET: 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
*Details on Business Overview, Products & Services, Key Insights, Recent Developments, COVID-19 Imapact, MnM View might not be captured in case of unlisted companies.
13.2 STARTUP/SME PLAYERS
13.2.1 MIXPANEL
13.2.2 NGDATA
13.2.3 ALGONOMY
13.2.4 ZEPHYRTEL
13.2.5 AMPERITY
13.2.6 CLARABRIDGE
13.2.7 MINDTOUCH
13.2.8 SOGOSURVEY
13.2.9 SEGMENT.IO
14 APPENDIX
14.1 ADJACENT/RELATED MARKET
14.1.1 LIMITATIONS
14.1.2 CUSTOMER DATA PLATFORM MARKET – GLOBAL FORECAST TO 2026
14.1.2.1 Market definition
14.1.2.2 Market overview
14.1.2.3 Customer data platform market, by component
TABLE 281 CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 282 CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
14.1.2.4 Customer data platform market, by deployment mode
TABLE 283 CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE, 2015–2020 (USD MILLION)
TABLE 284 CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
14.1.2.5 Customer data platform market, by organization size
TABLE 285 CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 286 CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
14.1.2.6 Customer data platform market, by application
TABLE 287 CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION, 2015–2020 (USD MILLION)
TABLE 288 CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION, 2021–2026 (USD MILLION)
14.1.2.7 Customer data platform market, by region
TABLE 289 CUSTOMER DATA PLATFORM MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 290 CUSTOMER DATA PLATFORM MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
14.1.3 CUSTOMER ANALYTICS MARKET - GLOBAL FORECAST TO 2025
14.1.3.1 Market definition
14.1.3.2 Market overview
14.1.3.3 Customer analytics market, by component
TABLE 291 CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
TABLE 292 SOLUTIONS: CUSTOMER ANALYTICS MARKET, BY TYPE, 2018–2025 (USD MILLION)
TABLE 293 SOLUTIONS: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 294 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY TYPE, 2018–2025 (USD MILLION)
TABLE 295 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
14.1.3.4 Customer analytics market, by deployment
TABLE 296 CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
TABLE 297 CLOUD: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 298 ON-PREMISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
14.1.3.5 Customer analytics market, by organization size
TABLE 299 CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
TABLE 300 LARGE ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 301 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
14.1.3.6 Customer analytics market, by application
TABLE 302 CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION)
14.1.3.7 Customer analytics market, by data source
TABLE 303 CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE, 2018–2025 (USD MILLION)
14.1.3.8 Customer analytics market, by industry vertical
TABLE 304 CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
14.1.3.9 Customer analytics market, by region
TABLE 305 CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
14.1.4 CUSTOMER ENGAGEMENT SOLUTIONS MARKET -
GLOBAL FORECAST TO 2023
14.1.4.1 Market definition
14.1.4.2 Market overview
14.1.4.3 Customer engagement solutions market, by component
TABLE 306 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY COMPONENT, 2016–2023 (USD MILLION)
TABLE 307 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SOLUTION TYPE, 2016–2023 (USD MILLION)
TABLE 308 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SERVICE TYPE, 2016–2023 (USD MILLION)
14.1.4.4 Customer engagement solutions market, by deployment
TABLE 309 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY DEPLOYMENT TYPE, 2016–2023 (USD MILLION)
14.1.4.5 Customer engagement solutions market, by organization size
TABLE 310 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2023 (USD MILLION)
14.1.4.6 Customer engagement solutions market, by vertical
TABLE 311 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY VERTICAL, 2016–2023 (USD MILLION)
14.1.4.7 Customer engagement solutions market, by region
TABLE 312 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2023 (USD MILLION)
14.2 DISCUSSION GUIDE
14.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
14.4 AVAILABLE CUSTOMIZATIONS
14.5 RELATED REPORTS
14.6 AUTHOR DETAILS
1.1 INTRODUCTION TO COVID-19
1.2 COVID-19 HEALTH ASSESSMENT
FIGURE 1 COVID-19: GLOBAL PROPAGATION
FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES
1.3 COVID-19 ECONOMIC ASSESSMENT
FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020
1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT
FIGURE 4 CRITERIA IMPACTING GLOBAL ECONOMY
FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF GLOBAL ECONOMY
1.4 OBJECTIVES OF THE STUDY
1.5 MARKET DEFINITION
1.5.1 INCLUSIONS AND EXCLUSIONS
1.6 MARKET SCOPE
1.6.1 MARKET SEGMENTATION
1.6.2 REGIONAL SCOPE
1.6.3 YEARS CONSIDERED FOR THE STUDY
1.7 CURRENCY CONSIDERED
TABLE 1 USD EXCHANGE RATES, 2018–2020
1.8 STAKEHOLDERS
1.9 SUMMARY OF CHANGES
2 RESEARCH METHODOLOGY
2.1 RESEARCH DATA
FIGURE 6 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
TABLE 2 PRIMARY INTERVIEWS
2.1.2.1 Breakup of primaries
FIGURE 7 BREAKUP OF PROFILES OF PRIMARY PARTICIPANTS: BY COMPANY TYPE, DESIGNATION, AND REGION
2.1.2.2 Key industry insights
2.2 DATA TRIANGULATION
2.3 MARKET SIZE ESTIMATION
2.3.1 TOP-DOWN APPROACH
FIGURE 8 CUSTOMER EXPERIENCE MANAGEMENT SIZE ESTIMATION: TOP-DOWN APPROACH (SPENDING-SIDE ANALYSIS)
2.3.2 BOTTOM-UP APPROACH
FIGURE 9 CUSTOMER EXPERIENCE MANAGEMENT SIZE ESTIMATION: BOTTOM-UP APPROACH (SUPPLY-SIDE ANALYSIS) (1/2)
FIGURE 10 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE ESTIMATION: BOTTOM-UP APPROACH (SUPPLY-SIDE ANALYSIS) (2/2)
2.4 MARKET FORECAST
TABLE 3 FACTOR ANALYSIS
2.5 ASSUMPTIONS FOR THE STUDY
2.6 LIMITATIONS OF THE STUDY
3 EXECUTIVE SUMMARY
FIGURE 11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2019–2026
FIGURE 12 LEADING SEGMENTS IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2021
FIGURE 13 CUSTOMER EXPERIENCE MANAGEMENT MARKET: REGIONAL SHARES AND KEY DRIVING FACTORS, 2021
4 PREMIUM INSIGHTS
4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
FIGURE 14 GROWING NEED TO ENHANCE CUSTOMER LOYALTY TO DRIVE THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
4.2 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT
FIGURE 15 SOLUTIONS SEGMENT TO LEAD THE MARKET IN 2021
4.3 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE
FIGURE 16 MANAGED SERVICES SEGMENT TO ACCOUNT FOR A LARGER MARKET SHARE IN 2021
4.4 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE
FIGURE 17 DEPLOYMENT AND INTEGRATION SERVICES SEGMENT TO ACCOUNT FOR THE LARGEST MARKET SHARE IN 2021
4.5 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL
FIGURE 18 RETAIL SEGMENT TO LEAD THE MARKET IN 2021
4.6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT MODE
FIGURE 19 CLOUD SEGMENT TO LEAD THE MARKET BY 2026
4.7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION
FIGURE 20 ASIA PACIFIC TO GROW AT THE HIGHEST RATE DURING THE FORECAST PERIOD
4.8 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT AND COUNTRY
FIGURE 21 SOLUTIONS SEGMENT AND ANZ ESTIMATED TO ACCOUNT FOR THE LARGEST RESPECTIVE MARKET SHARES IN ASIA PACIFIC IN 2021
4.9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY
FIGURE 22 INDIA TO REGISTER THE HIGHEST GROWTH DURING THE FORECAST PERIOD
5 MARKET OVERVIEW AND INDUSTRY TRENDS
5.1 INTRODUCTION
FIGURE 23 ADVANCEMENTS IN COMMUNICATION TECHNOLOGY ARE MAJOR DRIVING FACTORS FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
5.2 MARKET DYNAMICS
FIGURE 24 CUSTOMER EXPERIENCE MANAGEMENT MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
5.2.1 DRIVERS
5.2.1.1 Increased need for establishing the learning behavior with the customers
5.2.1.2 Increase in customer responsiveness and satisfaction would increase revenue
FIGURE 25 PERCENTAGE OF AGE GROUP EXPECTING RESPONSE WITHIN ONE HOUR IN 2020
5.2.1.3 Customer loyalty and increased retention is the need of the hour
5.2.1.4 Coordination among all customer contact channels and CEM managers would be established
5.2.1.5 Customer lifetime value can be calculated
5.2.1.6 Need for better understanding customers increasing the demand for CEM solutions
5.2.1.7 Customer-related scores generated for the organizations to plan better customer engagement strategy
5.2.1.8 CEM solutions reduce customer churn rates
5.2.1.9 CEM solutions keep customer engagement through omnichannel
5.2.2 RESTRAINTS
5.2.2.1 Lack of innovation
5.2.2.2 Using incomplete data while calculation of CE matrix
5.2.2.3 Data synchronization complexities
5.2.3 OPPORTUNITIES
5.2.3.1 Collection of all the information on a single platform
5.2.3.2 Need for insights to predict customer intents
5.2.3.3 Information extracted from CEM solutions can be used to make optimal CE strategy
5.2.4 CHALLENGES
5.2.4.1 Difficulty in ensuring CE RoI
5.2.4.2 Concerns over data privacy and security issues
5.2.4.3 Difficulty in getting consistent CE feedback through all channels
5.2.4.4 Difficulty in synchronizing CE data collected from different touchpoints within different domains
5.3 INDUSTRY TRENDS
5.3.1 VALUE CHAIN ANALYSIS
FIGURE 26 CUSTOMER EXPERIENCE MANAGEMENT MARKET: VALUE CHAIN
5.3.2 ECOSYSTEM
TABLE 4 CUSTOMER EXPERIENCE MANAGEMENT MARKET: ECOSYSTEM
5.3.3 PORTER’S FIVE FORCES MODEL
TABLE 5 IMPACT OF EACH FORCE ON THE CUSTOMER EXPERIENCE MANAGEMENT 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 Degree of competition
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 27 REVENUE SHIFT IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
5.3.6 PATENT ANALYSIS
FIGURE 28 TOP TEN COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS
TABLE 6 US: TOP TWENTY PATENT OWNERS, 2021
FIGURE 29 NUMBER OF PATENTS GRANTED IN A YEAR, 2010–2021
5.3.7 AVERAGE SELLING PRICE ANALYSIS
TABLE 7 AVERAGE SELLING PRICE RANGES OF SUBSCRIPTION-BASED CUSTOMER EXPERIENCE MANAGEMENT SYSTEMS
5.3.8 USE CASES
TABLE 8 USE CASE 1: ORACLE
TABLE 9 USE CASE 2: ORACLE
TABLE 10 USE CASE 3: SAP
TABLE 11 USE CASE 4: OPENTEXT
TABLE 12 USE CASE 5: INMOMENT
TABLE 13 USE CASE 6: MEDALLIA
TABLE 14 USE CASE 7: SITECORE
TABLE 15 USE CASE 8: CLARABRIDGE
TABLE 16 USE CASE 9: NOKIA
TABLE 17 USE CASE 10: ORACLE
TABLE 18 USE CASE 11: OPENTEXT
5.4 COVID-19 PANDEMIC-DRIVEN MARKET DYNAMICS AND FACTOR ANALYSIS
5.4.1 OVERVIEW
5.4.2 DRIVERS AND OPPORTUNITIES
5.4.3 RESTRAINTS AND CHALLENGES
5.4.4 CUMULATIVE GROWTH ANALYSIS
TABLE 19 CUSTOMER EXPERIENCE MANAGEMENT MARKET:
CUMULATIVE GROWTH ANALYSIS
6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT
6.1 INTRODUCTION
FIGURE 30 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING 2021–2026
TABLE 20 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 21 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
6.2 SOLUTIONS
6.2.1 SOLUTIONS: MARKET DRIVERS
6.2.2 SOLUTIONS: IMPACT OF COVID-19 ON THE MARKET
TABLE 22 CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 23 SOLUTIONS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 24 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 25 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
6.2.3 OMNICHANNEL
6.2.4 MACHINE LEARNING
6.2.5 ANALYTICS
6.2.6 WORKFORCE OPTIMIZATION
6.3 SERVICES
6.3.1 SERVICES: MARKET DRIVERS
6.3.2 SERVICES: IMPACT OF COVID-19 ON THE MARKET
FIGURE 31 MANAGED SERVICES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD
TABLE 26 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 27 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 28 CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 29 CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 30 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 31 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
6.3.3 PROFESSIONAL SERVICES
FIGURE 32 SUPPORT AND MAINTENANCE SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD
TABLE 32 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 33 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 34 CUSTOMER EXPERIENCE PROFESSIONAL SERVICES: MANAGEMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 35 CUSTOMER EXPERIENCE PROFESSIONAL SERVICES MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 36 NORTH AMERICA: CUSTOMER EXPERIENCE PROFESSIONAL SERVICES MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 37 NORTH AMERICA: CUSTOMER EXPERIENCE PROFESSIONAL SERVICES MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
6.3.3.1 Deployment and Integration
TABLE 38 CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 39 CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 40 NORTH AMERICA: CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 41 NORTH AMERICA: CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
6.3.3.2 Support and Maintenance
TABLE 42 CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 43 CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 44 NORTH AMERICA: CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 45 NORTH AMERICA: CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
6.3.3.3 Consulting and Training
TABLE 46 CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 47 CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 48 NORTH AMERICA: CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 49 NORTH AMERICA: CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
6.3.4 MANAGED SERVICES
TABLE 50 CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 51 CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 52 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 53 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT
7.1 INTRODUCTION
7.2 WEBSITES
7.3 STORES
7.4 CALL CENTERS
7.5 MOBILE APPS
7.6 SOCIAL MEDIA
7.7 EMAILS
7.8 VIRTUAL ASSISTANTS
7.9 OTHER TOUCHPOINTS
8 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE
8.1 INTRODUCTION
FIGURE 33 CLOUD DEPLOYMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING THE FORECAST PERIOD
TABLE 54 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 55 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
8.2 ON-PREMISE
8.2.1 ON-PREMISES: MARKET DRIVERS
8.2.2 ON-PREMISES: IMPACT OF COVID-19 ON THE MARKET
TABLE 56 ON-PREMISE DEPLOYMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 57 ON-PREMISE DEPLOYMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 58 NORTH AMERICA: ON-PREMISE DEPLOYMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 59 NORTH AMERICA: ON-PREMISE DEPLOYMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
8.3 CLOUD
8.3.1 CLOUD: MARKET DRIVERS
8.3.2 CLOUD: IMPACT OF COVID-19 ON THE MARKET
TABLE 60 CLOUD DEPLOYMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 61 CLOUD DEPLOYMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 62 NORTH AMERICA: CLOUD DEPLOYMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 63 NORTH AMERICA: CLOUD DEPLOYMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE
9.1 INTRODUCTION
FIGURE 34 LARGE ENTERPRISES TO ACCOUNT FOR A LARGER MARKET SIZE DURING THE FORECAST PERIOD
TABLE 64 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 65 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
9.2 LARGE ENTERPRISES
9.2.1 LARGE ENTERPRISES: MARKET DRIVERS
9.2.2 LARGE ENTERPRISES: IMPACT OF COVID-19 ON THE MARKET
TABLE 66 LARGE ENTERPRISES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 67 LARGE ENTERPRISES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 68 NORTH AMERICA: LARGE ENTERPRISES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 69 NORTH AMERICA: LARGE ENTERPRISES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
9.3 SMALL AND MEDIUM-SIZED ENTERPRISES
9.3.1 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET DRIVERS
9.3.2 SMALL AND MEDIUM-SIZED ENTERPRISES: IMPACT OF COVID-19 ON THE MARKET
TABLE 70 SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 71 SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
TABLE 72 NORTH AMERICA: SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 73 NORTH AMERICA: SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
10 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL
10.1 INTRODUCTION
FIGURE 35 HEALTHCARE SEGMENT IS PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
TABLE 74 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 75 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
10.2 IT AND TELECOM
10.2.1 IT AND TELECOM: MARKET DRIVERS
10.2.2 IT AND TELECOM: COVID-19 IMPACT
TABLE 76 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN IT AND TELECOM, BY REGION, 2015–2020 (USD MILLION)
TABLE 77 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN IT AND TELECOM, BY REGION, 2021–2026 (USD MILLION)
TABLE 78 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN IT AND TELECOM, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 79 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN IT AND TELECOM, BY COUNTRY, 2021–2026 (USD MILLION)
10.3 BFSI
10.3.1 BFSI: MARKET DRIVERS
10.3.2 BFSI: COVID-19 IMPACT
TABLE 80 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN BFSI, BY REGION, 2015–2020 (USD MILLION)
TABLE 81 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN BFSI, BY REGION, 2021–2026 (USD MILLION)
TABLE 82 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN BFSI, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 83 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN BFSI, BY COUNTRY, 2021–2026 (USD MILLION)
10.4 RETAIL
10.4.1 RETAIL: MARKET DRIVERS
10.4.2 RETAIL: COVID-19 IMPACT
TABLE 84 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN RETAIL, BY REGION, 2015–2020 (USD MILLION)
TABLE 85 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN RETAIL, BY REGION, 2021–2026 (USD MILLION)
TABLE 86 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN RETAIL, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 87 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN RETAIL, BY COUNTRY, 2021–2026 (USD MILLION)
10.5 HEALTHCARE
10.5.1 HEALTHCARE: MARKET DRIVERS
10.5.2 HEALTHCARE: COVID-19 IMPACT
TABLE 88 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN HEALTHCARE, BY REGION, 2015–2020 (USD MILLION)
TABLE 89 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN HEALTHCARE, BY REGION, 2021–2026 (USD MILLION)
TABLE 90 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN HEALTHCARE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 91 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN HEALTHCARE, BY COUNTRY, 2021–2026 (USD MILLION)
10.6 AUTOMOTIVE
10.6.1 AUTOMOTIVE: MARKET DRIVERS
10.6.2 AUTOMOTIVE: COVID-19 IMPACT
TABLE 92 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN AUTOMOTIVE, BY REGION, 2015–2020 (USD MILLION)
TABLE 93 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN AUTOMOTIVE, BY REGION, 2021–2026 (USD MILLION)
TABLE 94 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN AUTOMOTIVE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 95 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN AUTOMOTIVE, BY COUNTRY, 2021–2026 (USD MILLION)
10.7 TRAVEL AND HOSPITALITY
10.7.1 TRAVEL AND HOSPITALITY: MARKET DRIVERS
10.7.2 TRAVEL AND HOSPITALITY: COVID-19 IMPACT
TABLE 96 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN TRAVEL AND HOSPITALITY, BY REGION, 2015–2020 (USD MILLION)
TABLE 97 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN TRAVEL AND HOSPITALITY, BY REGION, 2021–2026 (USD MILLION)
TABLE 98 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN TRAVEL AND HOSPITALITY, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 99 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN TRAVEL AND HOSPITALITY, BY COUNTRY, 2021–2026 (USD MILLION)
10.8 MEDIA AND ENTERTAINMENT
10.8.1 MEDIA AND ENTERTAINMENT: MARKET DRIVERS
10.8.2 MEDIA AND ENTERTAINMENT: COVID-19 IMPACT
TABLE 100 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY REGION, 2015–2020 (USD MILLION)
TABLE 101 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY REGION, 2021–2026 (USD MILLION)
TABLE 102 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 103 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY COUNTRY, 2021–2026 (USD MILLION)
10.9 PUBLIC SECTOR
10.9.1 PUBLIC SECTOR: MARKET DRIVERS
10.9.2 PUBLIC SECTOR: COVID-19 IMPACT
TABLE 104 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN PUBLIC SECTOR, BY REGION, 2015–2020 (USD MILLION)
TABLE 105 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN PUBLIC SECTOR, BY REGION, 2021–2026 (USD MILLION)
TABLE 106 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN PUBLIC SECTOR, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 107 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN PUBLIC SECTOR, BY COUNTRY, 2021–2026 (USD MILLION)
10.10 OTHER VERTICALS
TABLE 108 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN OTHER VERTICALS, BY REGION, 2015–2020 (USD MILLION)
TABLE 109 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN OTHER VERTICALS, BY REGION, 2021–2026 (USD MILLION)
TABLE 110 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN OTHER VERTICALS, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 111 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN OTHER VERTICALS, BY COUNTRY, 2021–2026 (USD MILLION)
11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION
11.1 INTRODUCTION
FIGURE 36 NORTH AMERICA TO ACCOUNT FOR THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD
TABLE 112 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 113 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
FIGURE 37 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
11.2 NORTH AMERICA
11.2.1 NORTH AMERICA: MARKET DRIVERS
11.2.2 NORTH AMERICA: COVID-19 IMPACT
11.2.3 NORTH AMERICA: REGULATIONS
FIGURE 38 NORTH AMERICA: MARKET SNAPSHOT
TABLE 114 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 115 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 116 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 117 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 118 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 119 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 120 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 121 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 122 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 123 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 124 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 125 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
TABLE 126 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 127 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
11.2.4 UNITED STATES
11.2.4.1 The adoption of latest technologies and presence of major players contributed to the growth of the market in the region
TABLE 128 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 129 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 130 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 131 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 132 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 133 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 134 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 135 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 136 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 137 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 138 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 139 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
11.2.5 CANADA
11.2.5.1 The technology investments have boosted the adoption of CEM in the region
TABLE 140 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 141 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 142 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 143 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 144 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 145 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 146 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 147 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 148 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 149 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 150 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 151 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
11.3 EUROPE
11.3.1 EUROPE: MARKET DRIVERS
11.3.2 EUROPE: COVID-19 IMPACT
11.3.3 EUROPE: REGULATIONS
TABLE 152 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 153 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 154 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 155 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 156 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 157 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 158 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 159 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 160 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 161 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 162 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 163 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
TABLE 164 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 165 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
11.3.4 UNITED KINGDOM
11.3.4.1 Businesses in the region quickly adapt to the changing needs of customers
TABLE 166 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 167 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 168 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 169 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 170 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 171 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 172 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 173 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 174 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 175 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 176 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 177 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
11.3.5 GERMANY
11.3.5.1 Companies in Germany are spending more on digital customer experience
11.3.6 FRANCE
11.3.6.1 Increase in digital transformation to drive the growth of the market in France
11.3.7 REST OF EUROPE
11.4 ASIA PACIFIC
11.4.1 ASIA PACIFIC: MARKET DRIVERS
11.4.2 ASIA PACIFIC: COVID-19 IMPACT
11.4.3 ASIA PACIFIC: REGULATIONS
FIGURE 39 ASIA PACIFIC: MARKET SNAPSHOT
TABLE 178 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 179 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 180 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 181 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 182 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 183 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 184 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 185 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 186 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 187 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 188 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 189 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
TABLE 190 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 191 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
11.4.4 AUSTRALIA AND NEW ZEALAND
11.4.4.1 Businesses in ANZ are continuously adopting customer-centric approaches
11.4.5 INDIA
11.4.5.1 Organizations in India focus on providing a personalized experience to the customers
11.4.6 CHINA
11.4.6.1 Rapid adoption of technologies for digital transformation helped businesses in China to grow with the changing customer demands
TABLE 192 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 193 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 194 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 195 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 196 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 197 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 198 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 199 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 200 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 201 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 202 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 203 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
11.4.7 REST OF ASIA PACIFIC
11.5 MIDDLE EAST AND AFRICA
11.5.1 MIDDLE EAST AND AFRICA: MARKET DRIVERS
11.5.2 MIDDLE EAST AND AFRICA: IMPACT OF COVID-19 ON THE MARKET
11.5.3 MIDDLE EAST AND AFRICA: REGULATIONS
TABLE 204 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 205 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 206 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 207 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 208 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 209 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 210 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 211 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 212 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 213 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 214 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 215 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
TABLE 216 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 217 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
11.5.4 UAE
11.5.4.1 Organizations in the UAE realize the importance of incorporating the latest technologies
11.5.5 SAUDI ARABIA
11.5.5.1 Fast-paced adoption of cloud-based services in Saudi Arabia have improved the digital economy growth
11.5.6 SOUTH AFRICA
11.5.6.1 South Africa is considered to be the largest IT market in the world
11.5.7 REST OF THE MIDDLE EAST AND AFRICA
11.6 LATIN AMERICA
11.6.1 LATIN AMERICA: MARKET DRIVERS
11.6.2 LATIN AMERICA: IMPACT OF COVID-19 ON THE MARKET
11.6.3 LATIN AMERICA: REGULATIONS
TABLE 218 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 219 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
TABLE 220 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION)
TABLE 221 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION)
TABLE 222 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION)
TABLE 223 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION)
TABLE 224 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION)
TABLE 225 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION)
TABLE 226 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 227 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
TABLE 228 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION)
TABLE 229 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION)
TABLE 230 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION)
TABLE 231 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION)
11.6.4 BRAZIL
11.6.4.1 Increase in the presence of major players in Brazil drive organizations’ focus on CEM
11.6.5 MEXICO
11.6.5.1 The adoption of cloud-based services by organizations in Mexico boosted the customer experience management market
11.6.6 REST OF LATIN AMERICA
12 COMPETITIVE LANDSCAPE
12.1 OVERVIEW
12.2 MARKET EVALUATION FRAMEWORK
FIGURE 40 MARKET EVALUATION FRAMEWORK, 2019–2021
12.3 KEY MARKET DEVELOPMENTS
12.3.1 PRODUCT LAUNCHES
TABLE 232 CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES, MARCH 2019–SEPTEMBER 2021
12.3.2 DEALS
TABLE 233 CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS, JANUARY 2020–AUGUST 2021
12.4 MARKET SHARE ANALYSIS OF TOP PLAYERS
TABLE 234 CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEGREE OF COMPETITION
FIGURE 41 MARKET SHARE ANALYSIS OF COMPANIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
12.5 HISTORICAL REVENUE ANALYSIS
FIGURE 42 HISTORICAL REVENUE ANALYSIS, 2018–2020
12.6 COMPANY EVALUATION MATRIX OVERVIEW
12.7 COMPANY EVALUATION MATRIX METHODOLOGY AND DEFINITIONS
TABLE 235 PRODUCT FOOTPRINT WEIGHTAGE
12.7.1 STARS
12.7.2 EMERGING LEADERS
12.7.3 PERVASIVE PLAYERS
12.7.4 PARTICIPANTS
FIGURE 43 CUSTOMER EXPERIENCE MANAGEMENT MARKET, COMPANY EVALUATION MATRIX, 2021
12.8 COMPANY PRODUCT FOOTPRINT ANALYSIS
TABLE 236 COMPANY PRODUCT FOOTPRINT
TABLE 237 COMPANY OFFERING FOOTPRINT
TABLE 238 COMPANY INDUSTRY FOOTPRINT
TABLE 239 COMPANY REGION FOOTPRINT
12.9 COMPANY MARKET RANKING ANALYSIS
FIGURE 44 RANKING OF KEY PLAYERS IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2021
12.10 STARTUP/SME EVALUATION MATRIX METHODOLOGY AND DEFINITIONS
TABLE 240 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE
12.10.1 PROGRESSIVE COMPANIES
12.10.2 RESPONSIVE COMPANIES
12.10.3 DYNAMIC COMPANIES
12.10.4 STARTING BLOCKS
FIGURE 45 CUSTOMER EXPERIENCE MANAGEMENT MARKET (GLOBAL):
STARTUP/SME EVALUATION MATRIX, 2020
13 COMPANY PROFILES
13.1 MAJOR PLAYERS
(Business Overview, Products & Services, Key Insights, Recent Developments, COVID-19 Impact, MnM View)*
13.1.1 ORACLE
TABLE 241 ORACLE: BUSINESS OVERVIEW
FIGURE 46 ORACLE: COMPANY SNAPSHOT
TABLE 242 ORACLE: PRODUCTS OFFERED
TABLE 243 ORACLE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 244 ORACLE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.2 ADOBE
TABLE 245 ADOBE: BUSINESS OVERVIEW
FIGURE 47 ADOBE: COMPANY SNAPSHOT
TABLE 246 ADOBE: PRODUCTS OFFERED
TABLE 247 ADOBE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 248 ADOBE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.3 SAP
TABLE 249 SAP: BUSINESS OVERVIEW
FIGURE 48 SAP: COMPANY SNAPSHOT
TABLE 250 SAP: PRODUCTS OFFERED
TABLE 251 SAP: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHED
TABLE 252 SAP: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.4 IBM
TABLE 253 IBM: BUSINESS OVERVIEW
FIGURE 49 IBM: COMPANY SNAPSHOT
TABLE 254 IBM: PRODUCTS OFFERED
TABLE 255 IBM: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 256 IBM: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.5 AVAYA
TABLE 257 AVAYA: BUSINESS OVERVIEW
FIGURE 50 AVAYA: COMPANY SNAPSHOT
TABLE 258 AVAYA: PRODUCTS OFFERED
TABLE 259 AVAYA: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 260 AVAYA: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.6 OPENTEXT
TABLE 261 OPENTEXT: BUSINESS OVERVIEW
FIGURE 51 OPENTEXT: COMPANY SNAPSHOT
TABLE 262 OPENTEXT: PRODUCTS OFFERED
TABLE 263 OPENTEXT: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 264 OPENTEXT: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.7 NICE
TABLE 265 NICE: BUSINESS OVERVIEW
FIGURE 52 NICE: COMPANY SNAPSHOT
TABLE 266 NICE: PRODUCTS OFFERED
TABLE 267 NICE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 268 NICE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.8 SAS INSTITUTE
TABLE 269 SAS: BUSINESS OVERVIEW
TABLE 270 SAS: PRODUCTS OFFERED
TABLE 271 AS: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 272 SAS: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.9 VERINT SYSTEMS
TABLE 273 VERINT SYSTEMS: BUSINESS OVERVIEW
FIGURE 53 VERINT SYSTEMS: COMPANY SNAPSHOT
TABLE 274 VERINT SYSTEMS: PRODUCTS OFFERED
TABLE 275 VERINT SYSTEMS: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES
TABLE 276 VERINT SYSTEMS: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS
13.1.10 TERADATA
TABLE 277 TERADATA: BUSINESS OVERVIEW
FIGURE 54 TERADATA: COMPANY SNAPSHOT
TABLE 278 TERADATA: PRODUCTS OFFERED
TABLE 279 TERADATA: CUSTOMER EXPERIENCE MANAGEMENT MARKET: OTHERS
TABLE 280 TERADATA: CUSTOMER EXPERIENCE MANAGEMENT MARKET: 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
*Details on Business Overview, Products & Services, Key Insights, Recent Developments, COVID-19 Imapact, MnM View might not be captured in case of unlisted companies.
13.2 STARTUP/SME PLAYERS
13.2.1 MIXPANEL
13.2.2 NGDATA
13.2.3 ALGONOMY
13.2.4 ZEPHYRTEL
13.2.5 AMPERITY
13.2.6 CLARABRIDGE
13.2.7 MINDTOUCH
13.2.8 SOGOSURVEY
13.2.9 SEGMENT.IO
14 APPENDIX
14.1 ADJACENT/RELATED MARKET
14.1.1 LIMITATIONS
14.1.2 CUSTOMER DATA PLATFORM MARKET – GLOBAL FORECAST TO 2026
14.1.2.1 Market definition
14.1.2.2 Market overview
14.1.2.3 Customer data platform market, by component
TABLE 281 CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION)
TABLE 282 CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION)
14.1.2.4 Customer data platform market, by deployment mode
TABLE 283 CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE, 2015–2020 (USD MILLION)
TABLE 284 CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE, 2021–2026 (USD MILLION)
14.1.2.5 Customer data platform market, by organization size
TABLE 285 CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION)
TABLE 286 CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION)
14.1.2.6 Customer data platform market, by application
TABLE 287 CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION, 2015–2020 (USD MILLION)
TABLE 288 CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION, 2021–2026 (USD MILLION)
14.1.2.7 Customer data platform market, by region
TABLE 289 CUSTOMER DATA PLATFORM MARKET SIZE, BY REGION, 2015–2020 (USD MILLION)
TABLE 290 CUSTOMER DATA PLATFORM MARKET SIZE, BY REGION, 2021–2026 (USD MILLION)
14.1.3 CUSTOMER ANALYTICS MARKET - GLOBAL FORECAST TO 2025
14.1.3.1 Market definition
14.1.3.2 Market overview
14.1.3.3 Customer analytics market, by component
TABLE 291 CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
TABLE 292 SOLUTIONS: CUSTOMER ANALYTICS MARKET, BY TYPE, 2018–2025 (USD MILLION)
TABLE 293 SOLUTIONS: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 294 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY TYPE, 2018–2025 (USD MILLION)
TABLE 295 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
14.1.3.4 Customer analytics market, by deployment
TABLE 296 CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
TABLE 297 CLOUD: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 298 ON-PREMISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
14.1.3.5 Customer analytics market, by organization size
TABLE 299 CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
TABLE 300 LARGE ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 301 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
14.1.3.6 Customer analytics market, by application
TABLE 302 CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION)
14.1.3.7 Customer analytics market, by data source
TABLE 303 CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE, 2018–2025 (USD MILLION)
14.1.3.8 Customer analytics market, by industry vertical
TABLE 304 CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
14.1.3.9 Customer analytics market, by region
TABLE 305 CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
14.1.4 CUSTOMER ENGAGEMENT SOLUTIONS MARKET -
GLOBAL FORECAST TO 2023
14.1.4.1 Market definition
14.1.4.2 Market overview
14.1.4.3 Customer engagement solutions market, by component
TABLE 306 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY COMPONENT, 2016–2023 (USD MILLION)
TABLE 307 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SOLUTION TYPE, 2016–2023 (USD MILLION)
TABLE 308 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SERVICE TYPE, 2016–2023 (USD MILLION)
14.1.4.4 Customer engagement solutions market, by deployment
TABLE 309 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY DEPLOYMENT TYPE, 2016–2023 (USD MILLION)
14.1.4.5 Customer engagement solutions market, by organization size
TABLE 310 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2023 (USD MILLION)
14.1.4.6 Customer engagement solutions market, by vertical
TABLE 311 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY VERTICAL, 2016–2023 (USD MILLION)
14.1.4.7 Customer engagement solutions market, by region
TABLE 312 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016–2023 (USD MILLION)
14.2 DISCUSSION GUIDE
14.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
14.4 AVAILABLE CUSTOMIZATIONS
14.5 RELATED REPORTS
14.6 AUTHOR DETAILS
CEM is garnering increasing popularity mainly driven by the application of tools that are employed for analyzing customer feedback from various touch points such as company websites, branch, web, mobile, and social media.
CEM, as a concept, is gaining widespread adoption since it enables companies to serve customers efficiently, thereby, creating retention, reducing churn, and improving competitive abilities. Earlier, several companies had begun to invest heavily on solutions that optimize interactions from the customer's perspective, and thereby, enhance customer loyalty. Growth of communication media majorly affects customer expectations and behavior, ultimately impacting end user experiences understand these experiences and drive the appropriate insight from Voice of the Customer (VOC), companies use analytical tools such as Enterprise Feedback Management (EFM) software, text analytics, web analytics, speech analytics, and other analytics.
The usage of mobile and social media touch points is increasing rapidly for sharing views and ideas. In order to get globally connected, companies must frequently monitor these touch points and follow up with their customers by understanding their needs and wants for improving customer loyalty and experience. In the competitive world, leading companies will be focusing on customer centric approach rather than company centric approach. Towards this, enterprises will be adopting newer ways to connect customers with organization for regular feedback.
The report focuses on the latest trends and advancements in customer experience solutions that provide strategies, process models, and Information Technology (IT) to design, manage, and optimize the end-to-end customer experience process. The report also includes market analysis and forecasts across various touch points, types of analytical tools, vertical segments, size of the organization and geographical regions.
The report also focuses on CEM for Telco providers by taking into consideration aspects of Service Quality Management (SQM), Service Level Agreement (SLA) monitoring, service monitoring, fault management, and performance management with respect to network planning and network management. The Telco CEM market is segmented into five geographical regions including North America, Europe, Asia-Pacific, Middle East and Africa, and Latin America.
