Global Customer Experience Management (CEM) Market: Size, Trend, Share, Opportunity Analysis & Forecast, 2014–2025

February 2017 | | ID: G7C66C5D5D0EN
Progressive Markets (owned by Antviews Global)

Abstracts

Customer experience management (CEM) is the practice of building and reacting to consumer interactions to satisfy their expectations. In addition to increasing loyalty and advocacy, it involves a strategy that demands process change and an array of technologies to succeed. Emergence of customer experience management services has helped in lowering at-risk revenue and winning over lost customers. The solution further enables business owners to engage their consumer as a sustainable element for progress. CEM further minimizes the cost of new customer acquisition. The global customer experience management market is expected to grow at a CAGR of around 22% from 2017 to 2025.

The global customer experience management market is segmented by touchpoint, industry, and geography. In terms of touchpoint, the market is segmented into web, mobile, contact center, social media, and others. Industries such as healthcare, media and entertainment, retail, public sector, BFSI, manufacturing, and others are anticipated to experience tremendous growth in the customer experience management market. This report analyzes the customer experience management market on the basis of geography into North America, Europe, Asia-Pacific, and Latin America, Middle East and Africa (LAMEA).

MARKET DYNAMICS:

Drivers:

• Reduction in churn-out rate
• Rise in demand for customer management services
• Growth among end-user industries such as retail, e-commerce, m-commerce, and others

Restraints:

• High maintenance among various channels
• Lack of knowledge about latest technology

MARKET PLAYERS:

The key players profiled in this report include Oracle Corporation, IBM, Adobe Systems, Verint Systems, SAP SE, Tech Mahindra, Zendesk, Satmetrix, ResponseTek, ClickTale, Kana, and others.

KEY TAKEAWAYS

MARKET LANDSCAPE

• By Touch Point
• Social Media
• Web
• Email
• Contact Center
• Others
• By Vertical
• Healthcare
• Information Technologies
• Public Sector
• Consumer Goods & Retail
• Banking, Financial Services & Insurance
• Hospitality
• Automotive
• Others
• By Geography
• North America
• U.S.
• Canada
• Mexico
• Europe
• UK
• Germany
• France
• Spain
• Italy
• Rest of Europe
• Asia-Pacific
• China
• Japan
• India
• Australia
• South Korea
• Rest of Asia-Pacific
• LAMEA
• Brazil
• Saudi Arabia
• South Africa
• Rest of LAMEA

Contents

1. EXECUTIVE SUMMARY

1.1. Key findings
1.2. Market attractiveness and trend analysis
1.3. Competitive landscape and recent industry development analysis

2. INTRODUCTION

2.1. Report description
2.2. Scope and definitions
2.3. Research methodology

3. MARKET LANDSCAPE

3.1. Growth drivers
  3.1.1. Impact analysis
3.2. Restraints and challenges
  3.2.1. Impact analysis
3.3. Porter’s analysis
  3.3.1. Bargaining power of buyers
  3.3.2. Bargaining power of suppliers
  3.3.3. Threat of substitutes
  3.3.4. Industry rivalry
  3.3.5. Threat of new entrants
3.4. Global customer experience management (CEM) market shares analysis, 2014-2025
  3.4.1. Global customer experience management (CEM) market shares by touchpoint, 2014-2025
  3.4.2. Global customer experience management (CEM) market shares by vertical, 2014-2025
  3.4.3. Global customer experience management (CEM) market shares by geography, 2014-2025

4. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT (CEM) MARKET BY TOUCHPOINT

4.1. Social media
  4.1.1. Historical market size by region, 2014-2016
  4.1.2. Market forecast by region, 2017-2025
4.2. Web
  4.2.1. Historical market size by region, 2014-2016
  4.2.2. Market forecast by region, 2017-2025
4.3. Email
  4.3.1. Historical market size by region, 2014-2016
  4.3.2. Market forecast by region, 2017-2025
4.4. Contact center
  4.4.1. Historical market size by region, 2014-2016
  4.4.2. Market forecast by region, 2017-2025
4.5. Others
  4.5.1. Historical market size by region, 2014-2016
  4.5.2. Market forecast by region, 2017-2025

5. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT (CEM) MARKET BY VERTICAL

5.1. Healthcare
  5.1.1. Historical market size by region, 2014-2016
  5.1.2. Market forecast by region, 2017-2025
5.2. Information technologies
  5.2.1. Historical market size by region, 2014-2016
  5.2.2. Market forecast by region, 2017-2025
5.3. Public sector
  5.3.1. Historical market size by region, 2014-2016
  5.3.2. Market forecast by region, 2017-2025
5.4. Consumer goods & retail
  5.4.1. Historical market size by region, 2014-2016
  5.4.2. Market forecast by region, 2017-2025
5.5. Banking, financial services & insurance
  5.5.1. Historical market size by region, 2014-2016
  5.5.2. Market forecast by region, 2017-2025
5.6. Hospitality
  5.6.1. Historical market size by region, 2014-2016
  5.6.2. Market forecast by region, 2017-2025
5.7. Automotive
  5.7.1. Historical market size by region, 2014-2016
  5.7.2. Market forecast by region, 2017-2025
5.8. Others
  5.8.1. Historical market size by region, 2014-2016
  5.8.2. Market forecast by region, 2017-2025

6. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT (CEM) MARKET BY GEOGRAPHY

6.1. North America
  6.1.1. U.S.
    6.1.1.1. Historical market size, 2014-2016
    6.1.1.2. Market forecast, 2017-2025
  6.1.2. Canada
    6.1.2.1. Historical market size, 2014-2016
    6.1.2.2. Market forecast, 2017-2025
  6.1.3. Mexico
    6.1.3.1. Historical market size, 2014-2016
    6.1.3.2. Market forecast, 2017-2025
6.2. Europe
  6.2.1. UK
    6.2.1.1. Historical market size, 2014-2016
    6.2.1.2. Market forecast, 2017-2025
  6.2.2. Germany
    6.2.2.1. Historical market size, 2014-2016
    6.2.2.2. Market forecast, 2017-2025
  6.2.3. France
    6.2.3.1. Historical market size, 2014-2016
    6.2.3.2. Market forecast, 2017-2025
  6.2.4. Spain
    6.2.4.1. Historical market size, 2014-2016
    6.2.4.2. Market forecast, 2017-2025
  6.2.5. Italy
    6.2.5.1. Historical market size, 2014-2016
    6.2.5.2. Market forecast, 2017-2025
  6.2.6. Rest of Europe
    6.2.6.1. Historical market size, 2014-2016
    6.2.6.2. Market forecast, 2017-2025
6.3. Asia-Pacific
  6.3.1. China
    6.3.1.1. Historical market size, 2014-2016
    6.3.1.2. Market forecast, 2017-2025
  6.3.2. Japan
    6.3.2.1. Historical market size, 2014-2016
    6.3.2.2. Market forecast, 2017-2025
  6.3.3. India
    6.3.3.1. Historical market size, 2014-2016
    6.3.3.2. Market forecast, 2017-2025
  6.3.4. Australia
    6.3.4.1. Historical market size, 2014-2016
    6.3.4.2. Market forecast, 2017-2025
  6.3.5. South Korea
    6.3.5.1. Historical market size, 2014-2016
    6.3.5.2. Market forecast, 2017-2025
  6.3.6. Rest of Asia-Pacific
    6.3.6.1. Historical market size, 2014-2016
    6.3.6.2. Market forecast, 2017-2025
6.4. LAMEA
  6.4.1. Brazil
    6.4.1.1. Historical market size, 2014-2016
    6.4.1.2. Market forecast, 2017-2025
  6.4.2. Saudi Arabia
    6.4.2.1. Historical market size, 2014-2016
    6.4.2.2. Market forecast, 2017-2025
  6.4.3. South Africa
    6.4.3.1. Historical market size, 2014-2016
    6.4.3.2. Market forecast, 2017-2025
  6.4.4. Rest of LAMEA
    6.4.4.1. Historical market size, 2014-2016
    6.4.4.2. Market forecast, 2017-2025

7. COMPANY PROFILES

7.1. Oracle Corporation
  7.1.1. Overview
  7.1.2. Financials and business segments
  7.1.3. Recent developments
7.2. International Business Machines Corporation
  7.2.1. Overview
  7.2.2. Financials and business segments
  7.2.3. Recent developments
7.3. Adobe Systems
  7.3.1. Overview
  7.3.2. Financials and business segments
  7.3.3. Recent developments
7.4. Verint Systems
  7.4.1. Overview
  7.4.2. Financials and business segments
  7.4.3. Recent developments
7.5. SAP SE
  7.5.1. Overview
  7.5.2. Financials and business segments
  7.5.3. Recent developments
7.6. Tech Mahindra
  7.6.1. Overview
  7.6.2. Financials and business segments
  7.6.3. Recent developments
7.7. Zendesk
  7.7.1. Overview
  7.7.2. Financials and business segments
  7.7.3. Recent developments
7.8. Satmetrix
  7.8.1. Overview
  7.8.2. Financials and business segments
  7.8.3. Recent developments
7.9. ResponseTek
  7.9.1. Overview
  7.9.2. Financials and business segments
  7.9.3. Recent developments
7.10. ClickTale
  7.10.1. Overview
  7.10.2. Financials and business segments
  7.10.3. Recent developments

List Of Tables

LIST OF TABLES

Table 1. Customer Experience Management (CEM) Market Share, by Touch Point, 2014-2025
Table 2. Customer Experience Management (CEM) Market Share, by Vertical, 2014-2025
Table 3. Customer Experience Management (CEM) Market Share, by Region, 2014-2025
Table 4. Customer Experience Management (CEM) Market Value for Social Media, by Touch Point, 2014-2025, $million
Table 5. Customer Experience Management (CEM) Market Value for Web, by Region, 2017-2025, $million
Table 6. Customer Experience Management (CEM) Market Value for Email, by Region, 2017-2025, $million
Table 7. Customer Experience Management (CEM) Market Value for Contact Centre, by Region, 2017-2025, $million
Table 8. Customer Experience Management (CEM) Market Value for Other, by Region, 2017-2025, $million
Table 9. Customer Experience Management (CEM) Market Value for Healthcare, by Region, 2017-2025, $million
Table 10. Customer Experience Management (CEM) Market Value for Information Technologies, by Region, 2017-2025, $million
Table 11. Customer Experience Management (CEM) Market Value for Public Sector, by Region, 2017-2025, $million
Table 12. Customer Experience Management (CEM) Market Value for Consumer Goods & Retail, by Region, 2017-2025, $million
Table 13. Customer Experience Management (CEM) Market Value for Banking, Financial Services & Insurance, by Region, 2017-2025, $million
Table 14. Customer Experience Management (CEM) Market Value for Hospitality, by Region, 2017-2025, $million
Table 15. Customer Experience Management (CEM) Market Value for Automotive, by Region, 2017-2025, $million
Table 16. Customer Experience Management (CEM) Market Value for Others, by Region, 2017-2025, $million
Table 17. Customer Experience Management (CEM) Market Value for North America, by Country, 2014-2025, $million
Table 18. Customer Experience Management (CEM) Market Value for North America, by Touch Point, 2014-2025, $million
Table 19. Customer Experience Management (CEM) Market Value for North America, by Vertical, 2014-2025, $million
Table 20. Customer Experience Management (CEM) Market Value for Europe, by Country, 2014-2025, $million
Table 21. Customer Experience Management (CEM) Market Value for Europe, by Touch Point, 2014-2025, $million
Table 22. Customer Experience Management (CEM) Market Value for Europe, by Vertical, 2014-2025, $million
Table 23. Customer Experience Management (CEM) Market Value for Asia-Pacific, by Country, 2014-2025, $million
Table 24. Customer Experience Management (CEM) Market Value for Asia-Pacific, by Touch Point, 2014-2025, $million
Table 25. Customer Experience Management (CEM) Market Value for Asia-Pacific, by Vertical, 2014-2025, $million
Table 26. Customer Experience Management (CEM) Market Value for LAMEA, by Country, 2014-2025, $million
Table 27. Customer Experience Management (CEM) Market Value for LAMEA, by Touch Point, 2014-2025, $million
Table 28. Customer Experience Management (CEM) Market Value for LAMEA, by Vertical, 2014-2025, $million
Table 29. Oracle Corporation - Company Snapshot
Table 30. International Business Machines Corporation - Company Snapshot
Table 31. Adobe Systems - Company Snapshot
Table 32. Verint Systems - Company Snapshot
Table 33. SAP SE - Company Snapshot
Table 34. Tech Mahindra - Company Snapshot
Table 35. Zendesk - Company Snapshot
Table 36. Satmetrix - Company Snapshot
Table 37. ResponseTek - Company Snapshot
Table 38. ClickTale - Company Snapshot

List Of Figures

LIST OF FIGURES

Figure 1. Customer Experience Management (CEM): Social Media Market Value, 2014-2016, $million
Figure 2. Customer Experience Management (CEM): Web Market Value, 2014-2016, $million
Figure 3. Customer Experience Management (CEM): Email Market Value, 2014-2016, $million
Figure 4. Customer Experience Management (CEM): Contact centre Market Value, 2014-2016, $million
Figure 5. Customer Experience Management (CEM): Other Market Value, 2014-2016, $million
Figure 6. Customer Experience Management (CEM): Healthcare Market Value, 2014-2016, $million
Figure 7. Customer Experience Management (CEM): Information Technologies Market Value, 2014-2016, $million
Figure 8. Customer Experience Management (CEM): Public sector Market Value, 2014-2016, $million
Figure 9. Customer Experience Management (CEM): Consumer Goods & Retail Market Value, 2014-2016, $million
Figure 10. Customer Experience Management (CEM): Banking, Financial Services & Insurance Market Value, 2014-2016, $million
Figure 11. Customer Experience Management (CEM): Hospitality Market Value, 2014-2016, $million
Figure 12. Customer Experience Management (CEM): Automotive Market Value, 2014-2016, $million
Figure 13. Customer Experience Management (CEM): Others Market Value, 2014-2016, $million
Figure 14. Customer Experience Management (CEM): U.S. Market Value, 2014-2016, $million
Figure 15. Customer Experience Management (CEM): U.S. Market Value, 2017-2025, $million
Figure 16. Customer Experience Management (CEM): Canada Market Value, 2014-2016, $million
Figure 17. Customer Experience Management (CEM): Canada Market Value, 2017-2025, $million
Figure 18. Customer Experience Management (CEM): Mexico Market Value, 2014-2016, $million
Figure 19. Customer Experience Management (CEM): Mexico Market Value, 2017-2025, $million
Figure 20. Customer Experience Management (CEM): UK Market Value, 2014-2016, $million
Figure 21. Customer Experience Management (CEM): UK Market Value, 2017-2025, $million
Figure 22. Customer Experience Management (CEM): Germany Market Value, 2014-2016, $million
Figure 23. Customer Experience Management (CEM): Germany Market Value, 2017-2025, $million
Figure 24. Customer Experience Management (CEM): France Market Value, 2014-2016, $million
Figure 25. Customer Experience Management (CEM): France Market Value, 2017-2025, $million
Figure 26. Customer Experience Management (CEM): Spain Market Value, 2014-2016, $million
Figure 27. Customer Experience Management (CEM): Spain Market Value, 2017-2025, $million
Figure 28. Customer Experience Management (CEM): Italy Market Value, 2014-2016, $million
Figure 29. Customer Experience Management (CEM): Italy Market Value, 2017-2025, $million
Figure 30. Customer Experience Management (CEM): Rest of Europe Market Value, 2014-2016, $million
Figure 31. Customer Experience Management (CEM): Rest of Europe Market Value, 2017-2025, $million
Figure 32. Customer Experience Management (CEM): China Market Value, 2014-2016, $million
Figure 33. Customer Experience Management (CEM): China Market Value, 2017-2025, $million
Figure 34. Customer Experience Management (CEM): Japan Market Value, 2014-2016, $million
Figure 35. Customer Experience Management (CEM): Japan Market Value, 2017-2025, $million
Figure 36. Customer Experience Management (CEM): India Market Value, 2014-2016, $million
Figure 37. Customer Experience Management (CEM): India Market Value, 2017-2025, $million
Figure 38. Customer Experience Management (CEM): Australia Market Value, 2014-2016, $million
Figure 39. Customer Experience Management (CEM): Australia Market Value, 2017-2025, $million
Figure 40. Customer Experience Management (CEM): South Korea Market Value, 2014-2016, $million
Figure 41. Customer Experience Management (CEM): South Korea Market Value, 2017-2025, $million
Figure 42. Customer Experience Management (CEM): Rest of Asia-Pacific Market Value, 2014-2016, $million
Figure 43. Customer Experience Management (CEM): Rest of Asia-Pacific Market Value, 2017-2025, $million
Figure 44. Customer Experience Management (CEM): Brazil Market Value, 2014-2016, $million
Figure 45. Customer Experience Management (CEM): Brazil Market Value, 2017-2025, $million
Figure 46. Customer Experience Management (CEM): Saudi Arabia Market Value, 2014-2016, $million
Figure 47. Customer Experience Management (CEM): Saudi Arabia Market Value, 2017-2025, $million
Figure 48. Customer Experience Management (CEM): South Africa Market Value, 2014-2016, $million
Figure 49. Customer Experience Management (CEM): South Africa Market Value, 2017-2025, $million
Figure 50. Customer Experience Management (CEM): Rest of LAMEA Market Value, 2014-2016, $million
Figure 51. Customer Experience Management (CEM): Rest of LAMEA Market Value, 2017-2025, $million

COMPANIES MENTIONED

The key players profiled in this report include Oracle Corporation, IBM, Adobe Systems, Verint Systems, SAP SE, Tech Mahindra, Zendesk, Satmetrix, ResponseTek, ClickTale, Kana, and others.