GVR Report cover Customer Experience Management Market Size, Share & Trends Report

Customer Experience Management Market Size, Share & Trends Analysis Report By Analytical Tools, By Touch Point Type, By Deployment, By Organization Size, By End-use, By Region, And Segment Forecasts, 2024 - 2030

  • Report ID: GVR-2-68038-502-1
  • Number of Pages: 150
  • Format: Electronic (PDF)
  • Historical Range: 2018 - 2022
  • Industry: Technology

Market Size & Trends

The global customer experience management market size was estimated at USD 12.04 billion in 2023 and is expected to grow at a significant CAGR of 15.8% from 2024 to 2030. The market growth can be attributed to the rising importance of understanding customer behavior and their preferences, which drives various brands and organizations to implement customer experience strategies, such as regularly communicating and engaging with customers, developing a long-term program, and utilizing automation, to provide the best service performance to customers in real-time. The increasing use of digital technology tools is likely to set the pace for digital transformation and digital optimization in both existing and new businesses. These developments are expected to increase the use of cloud technology and work collaboration tools, thereby supporting customer experience management (CEM) market growth.

U.S. Customer Experience Management Market size and growth rate, 2024 - 2030

The market is expected to witness an increasing share of work delivered through digital engagement models based on collaboration platforms and tools. The rapid proliferation of smart technologies, such as Machine Learning (ML), Artificial Intelligence (AI), and the Internet of Things (IoT), among others has declined the cost of computing and storage power. For instance, automakers are using AI and analytics to provide maintenance services with in-vehicle sensors that can tell when a customer needs any service. This development would further drive the market growth. The continued digital transformation across various industries is prompting companies to replace the existing solutions required to create, manage, and enhance the digital presence with a unified solution that can serve all purposes.

The Digital Transformation Initiative of the World Economic Forum expects platform-driven interactions to account for almost 2/3rd of the USD 100 trillion digitalization economy by 2025. As such, the continued integration of Artificial Intelligence (AI) and Machine Learning (ML) into CEM solutions is expected to drive industry growth. Understanding customer behavior is essential for businesses of all sizes. Given that the general public frequently spends quality time on various social networking platforms, such as Twitter, Facebook, Pinterest, LinkedIn, and Snapchat, among others, organizations have recognized that social networking platforms can provide a great opportunity to gauge changing customer behavior and the way customers interpret information about products or services. Social customer relationship management (CRM) can particularly assist businesses at this stage in positively engaging customers and increasing brand awareness.

These developments would further drive market growth. Supply chain disruptions and the implementation of new regulations would also have a significant impact on industry growth. Moreover, as more people turn to the Internet for online shopping, the B2C market is expanding rapidly. Healthcare and information technology & telecommunications are likely to see growth opportunities. As the demand for medicinal products and medicines has grown exponentially, effective and efficient change management has become increasingly important in the life sciences industry. A strong push for learning and development supported by AR/VR for remote training & demonstration for both employees & customers, as well as AR/VR-led remote troubleshooting for the energy & utility, retail, and telecom industries, would result in an improved customer experience, reduced time-to-serve, and reduced costs.

Market Concentration & Characteristics

The market growth stage is high and the pace of its growth is accelerating. Customers in the technology-driven world want to communicate with businesses via their preferred channels, such as voice, email, online, mobile, SMS, and social media, whenever and wherever they choose. Companies are encouraging client interactions across these many channels to stay competitive. However, offering a seamless customer experience is still hampered by the fact that these channels operate in silos, limiting an organization's ability to provide an omnichannel experience to customers. The omnichannel CEM solution tracks the complete customer journey across channels, resulting in a consistent and optimal experience.

Customer Experience Management Market Concentration & Characteristics

The CEM market is also characterized by a high level of merger and acquisition (M&A) activities by the leading players. Through acquisitions, companies enhance their services portfolio and expand in untapped market regions.

The use of CEM solutions often involves access to confidential customer data, thereby driving the need for adequate data security and privacy protection initiatives. The European Union's General Data Protection Regulation (GDPR) gives control over individuals' personal data to the respective individuals. Companies operating in California are required to comply with the California Consumer Privacy Act (CCPA). The ISO/IEC 27000 series of standards apply to all companies involved in processing personal data to enhance the security of information assets.

There are no direct substitutes for CEM solutions in the market at present. Hence, the threat of external substitutes can be considered as low. However, the threat of internal substitutes remains high as several CEM application tools specific to business requirements are available. These tools include customer data platforms, sentiment analysis tools, feedback management tools, UX testing tools, A/B testing and personalization tools, and tag management systems. Moreover, the increasing inclination toward tailored customer experience applications is opening numerous opportunities for service-based enterprises. Hence, the threat of substitutes can be considered as moderate.

The market is expected to see moderate growth with moderate buyer power. This means companies will prioritize cost-effective solutions like self-service options and data-driven CX improvements but, still invest in personalization and value-driven experiences to win over customers who have some sway over pricing. This balance between cost-efficiency and strong customer focus will likely shape the future of the CEM market.

Analytical Tools Insights

The text analytics segment accounted for a revenue share of around 39.0% in 2023. The growing need for social media analytics and demand for sorting customer interactions or Voice of the Customer (VoC) across various digital touchpoints has contributed to the overall segment growth. Furthermore, text analytics enables predictive analytics with accurate sentiment data analysis and assists users in making critical business decisions by analyzing current and historical data to predict future outcomes. As a result of these factors, the segment growth is expected to be driven by the demand for predictive analytics among organizations over the forecast period.

The speech analytics segment is expected to witness a significant growth of 18.4% from 2024 to 2030. Speech analytics helps businesses gain deeper insights into customer sentiment, needs, and pain points. By analyzing call recordings, businesses can identify recurring themes and areas for improvement. This empowers them to tailor their products, services, and support to better meet customer expectations. Speech analytics can be used to evaluate agent performance and identify areas for coaching and development. By analyzing call recordings, businesses can identify strengths and weaknesses in communication skills, product knowledge, and problem-solving abilities. This data helps ensure agents are equipped to deliver exceptional customer service.

Touch Point Type Insights

The call centers segment accounted for the largest market share of around 31.0% in 2023 due to increased adoption of advanced contact center technologies and cloud-based & virtual contact center solutions, the emerging role of social media in contact center operations, and streamlined customer interactions to achieve high customer satisfaction. Furthermore, the growing popularity of call centers has impelled businesses to invest in technologies that aid in improving call resolution rates, customer satisfaction rates, and multi-channel performance, among others. These technologies include self-service workforce management solutions, speech technology, analytical tools, case management solutions, and email response management systems. These developments would further supplement the demand for advanced call centers.

The web services segment is expected to grow at a CAGR of 17.4% from 2024 to 2030. Web CEM enables organizations to deliver responsive, powerful, mission-critical customer experiences across omnichannel touch points that meet the needs of many enterprise information platforms, social & rich media, languages, and devices. Web CEM is a sophisticated platform that uses cutting-edge web technologies to facilitate integration with existing enterprise systems. Businesses use CEM to create a web presence that incorporates video, text, images, and documents while adhering to the principles of providing an optimized, social, and non-disruptive experience. These benefits would further drive segment growth.

Deployment Insights

The on-premises segment accounted for a market share of 49.0% in 2023. A large number of companies are shifting from manual systems to automated systems for carrying out a variety of operations. According to a customer relationship management buyer survey conducted by SelectHub, several larger enterprise groups have preferred on-premises as compared to cloud-based deployment. Due to the increasing demand for data privacy, the demand for on-premises CEM solutions has increased.

The cloud segment is expected to witness a significant CAGR of 18.3% from 2024 to 2030. The demand for cloud CEM solutions, owing to their ease of accessibility and integration, is increasing due to the growing implementation of AI, big data, IoT, and connected devices. Organizations are increasingly preferring cloud-based deployment of a variety of CEM solutions as they are hosted on the vendor’s server and can be remotely accessed from any location. These solutions help boost employee productivity, enhance customer engagement and retention, and offer various other business benefits.

Organization Size Insights

The large enterprises segment accounted for a market share of over 60% in 2023. Large organizations have multiple operational departments, due to which they widely use CEM solutions to integrate customer data with business process management features, enabling users to coordinate with their sales, marketing, and customer support processes. Moreover, vendors offering scalable features in their solutions to meet the needs of large organizations are also expected to drive the demand for CEM solutions in this segment. Furthermore, the growing applications of big data, artificial intelligence, and its applications in large enterprises are expected to drive the adoption of customer experience management solutions.

The SME segment is expected to witness a highest CAGR from 2024 to 2030. The rising number of government initiatives through digital Small and Medium Enterprise (SME) campaigns, such as video marketing, social media, and search engine marketing, across the regions is expected to drive the growth of the segment over the forecast period. With benefits ranging from predictive lead scoring to anticipating customer needs across major functions like sales, marketing, and customer service is leading towards growth of the segment over the forecasted period.

End-use Insights

The retail segment accounted for the largest share of around 24.0% in 2023. The retail sector invests heavily in marketing and promoting products to attract customers and increase sales. However, the retail sector faces various challenges in delivering customer services. Retail companies use structured analytics CEM solutions to maintain detailed information about their customers, such as their preferences and social media activity. They can understand customer preferences by collecting this information from different touchpoints, such as websites, smartphone applications, social media platforms, and physical stores/branches, and analyzing it. These capabilities would further supplement the demand for CEM solutions in the retail sector.

Global Customer Experience Management Market share and size, 2023

The BFSI segment is anticipated to witness a significant CAGR of 17.1% from 2024 to 2030. The segment expansion can be attributed to increased demand for CEM solutions, particularly in contact centers. This has prompted BFSI firms to invest in and implement analytical tools with multi-channel customer experience management features to effectively meet customer expectations. Furthermore, CEM solutions enable BFSI businesses to maintain quality standards while reducing internal inefficiencies. These benefits provided by analytical solutions will drive demand for CEM solutions in the BFSI sector.

Regional Insights

The North America customer experience management marketaccounted for a share of over 43.0% in 2023 and is expected to grow at a CAGR of 14.6% from 2024 to 2030. The growing investments in digital channels and marketing by the U.S. and Canadian organizations are contributing to the regional market growth. Social media is emerging as a potential channel for enterprises to share & receive feedback & product reviews and increase brand awareness. Solutions, such as social middleware, social management, social monitoring, and social measurement, are evolving and enabling enterprises to establish customer engagements and increase their brand presence among customers. Companies, such as Salesforce.com and Adobe, are making technological advancements to create social media campaigns for developing online brand communities. This results in regional enterprises spending heavily on digital channels.

Customer Experience Management Market Trends, by Region, 2024 - 2030

U.S. Customer Experience Management Market Trends

The customer experience management market in the U.S.is projected to grow at a CAGR of 13.6% from 2024 to 2030 as the country is home to several key vendors, including Oracle Corporation, IBM, and Adobe Systems Inc., which are controlling a major market share and are driving the growth of this domestic market.

Asia Pacific Customer Experience Management Market Trends

The Asia Pacific customer experience management market is projected to grow at a CAGR of 17.5% from 2024 to 2030. As a result of the advances in the latest technologies and continued development of AI-based tools and self-service capabilities, such as chatbots, IVR, web self-service, and online communities, are allowing enterprises to better understand the changing customer behavior, provide instant support, and initiate proactive actionable responses.

The customer experience management market in China is projected to grow at a CAGR of 17.5% from 2024 to 2030. The market in China is vast but complicated owing to a diverse culture and differences in the levels of customer maturity. Hence, vendors are developing CEM solutions, particularly for the Chinese market.

The Japan customer experience management market is projected to grow at a CAGR of 17.1% from 2024 to 2030. In Japan, the advanced IT infrastructure has enabled high-speed digital connectivity, which is allowing vendors to provide both on-premises and hosted CRM solutions. The high adoption of smartphones and other connected devices is also making it easier for organizations in Japan to draft innovative marketing strategies and boost sales.

The customer experience management market in India is projected to grow at a CAGR of 17.5% from 2024 to 2030. Indian businesses are increasingly recognizing the importance of customer retention for sustainable growth. CEM solutions empower companies to personalize interactions, address customer needs proactively, and ultimately retain a loyal customer base.

Europe Customer Experience Management Market Trends

The Europe customer experience management market is expected to register a CAGR of 16.2% from 2024 to 2030. In Europe, the diversity of businesses stemming from multi-currency transactions and a multi-regional user base is encouraging the adoption of CEM solutions.

The customer experience management market in the UK is likely to grow at a CAGR of 16.7% from 2024 to 2030. Factors, such as the growing emphasis on the adoption of analytical tools and customer engagement software to support sales, customer service, and marketing activities across all the industry verticals, are driving the market growth. In February 2023, Virgin Atlantic, a UK-based airline, selected Conduent, a global technology and CEM company, to provide CEM services. This includes managing rebookings, providing general customer support, and live agent support. Conduent’s human-centric approach to customer service is expected to improve customer satisfaction for Virgin Atlantic.

The Germany customer experience management marketi s projected to record a CAGR of 16.0% from 2024 to 2030. Increasing investments to implement digital transformation initiatives, such as Industry 4.0, coupled with the growing use of process automation tools powered by the latest technologies, such as Artificial Intelligence (Al) and Machine Learning (ML), are expected to drive the need for CEM software to automate processes, minimize variations, and improve customer experience across Germany.

The customer experience management market in France is estimated to grow at a CAGR of 17.4% from 2024 to 2030. France is experiencing a paradigm shift in the retail economy from transactional to experiential, and brands with good customer experience have managed to attain 1.5 times higher sales than their competitors. Hence, companies in France are readily investing in CEM solutions. 

Middle East & Africa Customer Experience Management Market Trends

The Middle East & Africa customer experience management market is anticipated to witness a CAGR of 16.3% from 2024 to 2030. Contact centers in this region are investing aggressively in digital technologies, cloud-based solutions, and analytical tools to provide real-time customer support and enhance customer satisfaction levels. This, in turn, will support market growth

The customer experience management market in KSA is anticipated to witness a significant CAGR of 17.3% from 2024 to 2030. BPO providers are analyzing large volumes of customer data, determining patterns, predicting trends, and establishing targeted strategies that connect with individual preferences, behaviors, and expectations; thereby fostering customer satisfaction, loyalty, and representation in a competitive and dynamic market environment.

Key Customer Experience Management Company Insights

Some of the key players operating in the market include International Business Machines Corporation, Oracle Corp., SAP SE, and Adobe.

  • International Business Machines Corp. manufactures computer hardware, develops middleware & other software, and offers infrastructure hosting and consulting services. The company also provides support services from nanotechnology to mainframe computers. The company is more focused on providing software-defined networking solutions. The company’s IBM Cloud is getting particularly popular among the incumbents of various industries and industry verticals owing to the flexible software and secure hardware of its features

  • Oracle Corp. offers products and services for information technology platforms, applications, and infrastructure. The company markets and sells its offerings to enterprises of all sizes, government agencies, resellers, and educational institutions. The company operates through three business segments, namely hardware, cloud & license, and services. The cloud & license segment offers next-generation cloud computing solutions through delivery modes, such as Software-as-a-Service (SaaS), Platform-as-a-Service (PaaS), and Infrastructure-as-a-Service (IaaS). The hardware segment’s offerings include Oracle Engineered Systems, storage, servers, and industry-specific products. The services segment offers consulting, educational, and advanced customer support services

Freshworks Inc., Mriraway, and Zendesk are some of the emerging market participants in the customer experience management market.

  • Freshworks Inc. is engaged in the development and sales of customer engagement software solutions for enterprises of all sizes. The company offers software solutions for call centers, information technology service management, customer support, and sales & marketing professionals. The company also provides a load-balancing engine named Omniroute for multi-channel customer inquiries. The company’s easy-to-use solutions are adopted by SMEs, large enterprises, e-commerce companies, healthcare companies, and academic institutions

  • Zendesk is a provider of customer service software solutions that help solve customer engagement and customer relationship problems. The company’s areas of expertise include customer community, help desks, customer support, SaaS, and customer service. Zendesk Support, the company’s flagship product, allows organizations to prioritize, track, and resolve customers’ support tickets raised across multiple channels while bringing customer interactions and information in one place. The company’s products that can be integrated with Zendesk Support include Zendesk Talk, Zendesk Chat, Zendesk Guide, and Zendesk Connect. The company also offers Zendesk Suite, an omnichannel offering that combines Chat, Support, Talk, and Guide

Key Customer Experience Management Companies:

The following are the leading companies in the customer experience management market. These companies collectively hold the largest market share and dictate industry trends.

  • Adobe Inc.
  • Avaya Inc.
  • Clarabridge
  • Freshworks Inc.
  • Genesys
  • International Business Machines Corp.
  • Medallia Inc.
  • Miraway
  • Open Text Corp.
  • Oracle Corporation
  • Qualtrics
  • SAP SE
  • SAS Institute Inc.
  • Service Management Group (SMG)
  • Tech Mahindra Ltd.
  • Verint
  • Zendesk

Recent Developments

  • In March 2024, Adobe Inc. launched a new set of suites aimed at the enterprise sector, enabling brands to achieve individualized personalization on a large scale by leveraging generative AI and instantaneous insights. Adobe Inc.’s recent offerings enhance the Customer Experience Management (CXM) solutions that companies have depended on for integrating data, and content. Moreover, Adobe Inc. is offering a strategy for brands to utilize AI in creating customer value and seizing the vast potential in executing personalization at a large scale

  • In November 2023, International Business Machines Corp. and NatWest collaborated on a Generative AI initiative to enhance customer experience. IBM's engineering and AI expertise is expected to be employed to provide augmented customer-focused functionality through Cora, NatWest's virtual assistant. This collaboration is integral to NatWest's primary generative AI strategy, which harnesses the capabilities of WatsonX, IBM's enterprise AI platform

  • In September 2023, Oracle Corp., a CEM solutions provider, launched new capabilities powered by generative AI to enhance the development of connected customer information between its Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems for improved customer experience

Customer Experience Management Market Report Scope

Report Attribute

Details

Market size value in 2024

USD 13.66 Billion

Revenue forecast in 2030

USD 32.87 Billion

Growth rate

CAGR of 15.8% from 2024 to 2030

Historic year

2018 - 2022

Base year

2023

Forecast year

2024 - 2030

Report updated

May 2024

Quantitative units

Revenue in USD Billion and CAGR from 2024 to 2030

Report coverage

Revenue forecast, company ranking, competitive landscape, growth factors, and trends

Segments covered

Analytical tools, touch point type, deployment, organization size, end-use, and region

Regional scope

North America; Europe; Asia Pacific; Latin America; Middle East & Africa (MEA)

Country scope

U.S.; Canada; Mexico; UK; Germany; France; Italy; China; India; Japan; South Korea; Australia; New Zealand; Brazil; UAE; KSA; South Africa

Key companies profiled

Accenture Plc; Amdocs; Capgemini; CBRE; Cognizant; Delta BPO Solutions; Go4Customer; HCL Technologies Ltd.; Infosys Ltd. (Infosys BPM); International Business Machines Corp.; NCR Corp.; SODEXO; Teleperformance SE; TTEC Holdings, Inc.; Wipro

Customization scope

Free report customization (equivalent to up to 8 analysts’ working days) with purchase. Addition or alteration to country, regional & segment scope

Pricing and purchase options

Avail customized purchase options to meet your exact research needs. Explore purchase options

 

Global Customer Experience Management Market Report Segmentation

The report forecasts revenue growth at the global, regional, and country levels and provides an analysis of the latest trends in each of the sub-segments from 2018 to 2030. For this study, Grand View Research has segmented the global customer experience management market report on the basis of analytical tools, touch point type, deployment, organization size, end-use, and region:

  • Analytical Tools Outlook (Revenue; USD Billion, 2018 - 2030)

    • EFM Software

    • Speech Analytics

    • Text Analytics

    • Web Analytics & Content Management

    • Others

  • Touch Point Type Outlook (Revenue; USD Billion, 2018 - 2030)

    • Stores/Branches

    • Call Centers

    • Social Media Platform

    • Email

    • Mobile

    • Web Services

    • Others

  • Deployment Outlook (Revenue; USD Billion, 2018 - 2030)

    • Cloud

    • On-premises

  • Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)

    • Large Enterprises

    • Small and Medium Enterprises

  • End-use Outlook (Revenue, USD Billion, 2018 - 2030)

    • BFSI

    • Retail

    • Healthcare

    • IT & Telecom

    • Manufacturing

    • Government, Energy & Utilities

    • Construction, Real Estate & Property Management

    • Service Business

    • Others

  • Regional Outlook (Revenue, USD Billion, 2018 - 2030)

    • North America

      • U.S.

      • Canada

      • Mexico

    • Europe

      • UK

      • Germany

      • France

      • Italy

    • Asia Pacific

      • China

      • India

      • Japan

      • South Korea

      • Australia

      • New Zealand

    • Latin America

      • Brazil

    • Middle East & Africa (MEA)

      • UAE

      • KSA

      • South Africa

Frequently Asked Questions About This Report

Table of Contents

Chapter 1. Methodology and Scope
                    1.1. Market Segmentation and Scope
                    1.2. Market Definitions
                    1.3. Research Methodology
                        1.3.1. Information Procurement
                        1.3.2. Information or Data Analysis
                        1.3.3. Market Formulation & Data Visualization
                        1.3.4. Data Validation & Publishing
                    1.4. Research Scope and Assumptions
                        1.4.1. List of Data Sources
Chapter 2. Executive Summary
                    2.1. Market Outlook
                    2.2. Segment Outlook
                    2.3. Competitive Insights
Chapter 3. Customer Experience Management Market Variables, Trends, & Scope
                    3.1. Market Introduction/Lineage Outlook
                    3.2. Industry Value Chain Analysis
                    3.3. Market Dynamics
                        3.3.1. Market Drivers Analysis
                        3.3.2. Market Restraints Analysis
                        3.3.3. Market Opportunity Analysis
                    3.4. Customer Experience Management Market Analysis Tools
                        3.4.1. Porter’s Analysis
                            3.4.1.1. Bargaining power of the suppliers
                            3.4.1.2. Bargaining power of the buyers
                            3.4.1.3. Threats of substitution
                            3.4.1.4. Threats from new entrants
                            3.4.1.5. Competitive rivalry
                        3.4.2. PESTEL Analysis
                            3.4.2.1. Political landscape
                            3.4.2.2. Economic and Social landscape
                            3.4.2.3. Technological landscape
                            3.4.2.4. Environmental landscape
                            3.4.2.5. Legal landscape
Chapter 4. Customer Experience Management Market: Analytical Tools Estimates & Trend Analysis
                    4.1. Segment Dashboard
                    4.2. Customer Experience Management Market: Analytical Tools Movement Analysis, USD Billion, 2023 & 2030
                    4.3. EFM Software
                        4.3.1. EFM Software Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    4.4. Speech Analytics
                        4.4.1. Speech Analytics Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    4.5. Text Analytics
                        4.5.1. Text Analytics Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    4.6. Web Analytics & Content Management
                        4.6.1. Web Analytics & Content Management Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    4.7. Others
                        4.7.1. Others Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
Chapter 5. Customer Experience Management Market: Touch Point Type Estimates & Trend Analysis
                    5.1. Segment Dashboard
                    5.2. Customer Experience Management Market: Touch Point Type Movement Analysis, USD Billion, 2023 & 2030
                    5.3. Stores/Branches
                        5.3.1. Stores/Branches Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    5.4. Call Centers
                        5.4.1. Call Centers Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    5.5. Social Media Platform
                        5.5.1. Social Media Platform Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    5.6. Email
                        5.6.1. Email Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    5.7. Mobile
                        5.7.1. Mobile Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    5.8. Web Services
                        5.8.1. Web Services Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    5.9. Others
                        5.9.1. Others Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
Chapter 6. Customer Experience Management Market: Deployment Estimates & Trend Analysis
                    6.1. Segment Dashboard
                    6.2. Customer Experience Management Market: Deployment Movement Analysis, USD Billion, 2023 & 2030
                    6.3. Cloud
                        6.3.1. Cloud Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    6.4. On-premises
                        6.4.1. On-premises Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
Chapter 7. Customer Experience Management Market: Organization Size Estimates & Trend Analysis
                    7.1. Segment Dashboard
                    7.2. Customer Experience Management Market: Organization Size Movement Analysis, USD Billion, 2023 & 2030
                    7.3. Large Enterprises
                        7.3.1. Large Enterprises Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    7.4. Small and Medium Enterprises
                        7.4.1. Small and Medium Enterprises Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
Chapter 8. Customer Experience Management Market: End-use Estimates & Trend Analysis
                    8.1. Segment Dashboard
                    8.2. Customer Experience Management Market: End-use Movement Analysis, USD Billion, 2023 & 2030
                    8.3. BFSI
                        8.3.1. BFSI Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    8.4. Retail
                        8.4.1. Retail Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    8.5. Healthcare
                        8.5.1. Healthcare Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    8.6. IT & Telecommunications
                        8.6.1. IT & Telecommunication Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    8.7. Manufacturing
                        8.7.1. Manufacturing Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    8.8. Government, Energy & Utilities
                        8.8.1. Government, Energy & Utilities Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    8.9. Construction, Real Estate & Property Management
                        8.9.1. Construction, Real Estate & Property Management Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    8.10. Service Business
                        8.10.1. Service Business Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
                    8.11. Others
                        8.11.1. Others Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
Chapter 9. Customer Experience Management Market: Regional Estimates & Trend Analysis
                    9.1. Customer Experience Management Market Share by Region, 2023 & 2030 (USD Billion)
                    9.2. North America
                        9.2.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                        9.2.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                        9.2.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                        9.2.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                        9.2.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                        9.2.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.2.7. U.S.
                            9.2.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.2.7.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.2.7.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.2.7.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.2.7.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.2.7.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.2.8. Canada
                            9.2.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.2.8.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.2.8.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.2.8.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.2.8.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.2.8.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.2.9. Mexico
                            9.2.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.2.9.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.2.9.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.2.9.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.2.9.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.2.9.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                    9.3. Europe
                        9.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                        9.3.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                        9.3.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                        9.3.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                        9.3.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                        9.3.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.3.7. UK
                            9.3.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.3.7.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.3.7.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.3.7.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.3.7.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.3.7.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.3.8. Germany
                            9.3.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.3.8.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.3.8.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.3.8.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.3.8.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.3.8.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.3.9. France
                            9.3.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.3.9.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.3.9.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.3.9.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.3.9.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.3.9.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.3.10. Italy
                            9.3.10.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.3.10.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.3.10.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.3.10.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.3.10.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.3.10.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                    9.4. Asia Pacific
                        9.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                        9.4.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                        9.4.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                        9.4.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                        9.4.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                        9.4.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.4.7. China
                            9.4.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.4.7.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.4.7.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.4.7.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.4.7.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.4.7.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.4.8. India
                            9.4.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.4.8.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.4.8.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.4.8.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.4.8.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.4.8.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.4.9. Japan
                            9.4.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.4.9.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.4.9.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.4.9.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.4.9.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.4.9.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.4.10. Australia
                            9.4.10.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.4.10.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.4.10.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.4.10.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.4.10.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.4.10.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.4.11. South Korea
                            9.4.11.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.4.11.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.4.11.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.4.11.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.4.11.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.4.11.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.4.12. New Zealand
                            9.4.12.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.4.12.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.4.12.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.4.12.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.4.12.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.4.12.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                    9.5. Latin America
                        9.5.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                        9.5.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                        9.5.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                        9.5.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                        9.5.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                        9.5.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.5.7. Brazil
                            9.5.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.5.7.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.5.7.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.5.7.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.5.7.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.5.7.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                    9.6. Middle East & Africa
                        9.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                        9.6.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                        9.6.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                        9.6.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                        9.6.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                        9.6.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.6.7. UAE
                            9.6.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.6.7.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.6.7.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.6.7.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.6.7.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.6.7.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.6.8. KSA
                            9.6.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.6.8.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.6.8.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.6.8.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.6.8.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.6.8.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
                        9.6.9. South Africa
                            9.6.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
                            9.6.9.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
                            9.6.9.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
                            9.6.9.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
                            9.6.9.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
                            9.6.9.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
Chapter 10. Competitive Landscape
                    10.1. Recent Developments & Impact Analysis by Key Market Participants
                    10.2. Company Categorization
                    10.3. Company Market Share Analysis
                    10.4. Company Heat Map Analysis
                    10.5. Strategy Mapping
                        10.5.1. Expansion
                        10.5.2. Mergers & Acquisition
                        10.5.3. Partnerships & Collaborations
                        10.5.4. New Product Launches
                        10.5.5. Research And Development
                    10.6. Company Profiles
                        10.6.1. Adobe Inc.
                            10.6.1.1. Participant’s Overview
                            10.6.1.2. Financial Performance
                            10.6.1.3. Product Benchmarking
                            10.6.1.4. Recent Developments
                        10.6.2. Avaya Inc.
                            10.6.2.1. Participant’s Overview
                            10.6.2.2. Financial Performance
                            10.6.2.3. Product Benchmarking
                            10.6.2.4. Recent Developments
                        10.6.3. Clarabridge
                            10.6.3.1. Participant’s Overview
                            10.6.3.2. Financial Performance
                            10.6.3.3. Product Benchmarking
                            10.6.3.4. Recent Developments
                        10.6.4. Freshworks Inc.
                            10.6.4.1. Participant’s Overview
                            10.6.4.2. Financial Performance
                            10.6.4.3. Product Benchmarking
                            10.6.4.4. Recent Developments
                        10.6.5. Genesys
                            10.6.5.1. Participant’s Overview
                            10.6.5.2. Financial Performance
                            10.6.5.3. Product Benchmarking
                            10.6.5.4. Recent Developments
                        10.6.6. International Business Machines Corporation
                            10.6.6.1. Participant’s Overview
                            10.6.6.2. Financial Performance
                            10.6.6.3. Product Benchmarking
                            10.6.6.4. Recent Developments
                        10.6.7. Medallia Inc.
                            10.6.7.1. Participant’s Overview
                            10.6.7.2. Financial Performance
                            10.6.7.3. Product Benchmarking
                            10.6.7.4. Recent Developments
                        10.6.8. Miraway
                            10.6.8.1. Participant’s Overview
                            10.6.8.2. Financial Performance
                            10.6.8.3. Product Benchmarking
                            10.6.8.4. Recent Developments
                        10.6.9. Open Text Corporation
                            10.6.9.1. Participant’s Overview
                            10.6.9.2. Financial Performance
                            10.6.9.3. Product Benchmarking
                            10.6.9.4. Recent Developments
                        10.6.10. Oracle Corporation
                            10.6.10.1. Participant’s Overview
                            10.6.10.2. Financial Performance
                            10.6.10.3. Product Benchmarking
                            10.6.10.4. Recent Developments
                        10.6.11. Qualtrics
                            10.6.11.1. Participant’s Overview
                            10.6.11.2. Financial Performance
                            10.6.11.3. Product Benchmarking
                            10.6.11.4. Recent Developments
                        10.6.12. SAP SE
                            10.6.12.1. Participant’s Overview
                            10.6.12.2. Financial Performance
                            10.6.12.3. Product Benchmarking
                            10.6.12.4. Recent Developments
                        10.6.13. SAS Institute Inc.
                            10.6.13.1. Participant’s Overview
                            10.6.13.2. Financial Performance
                            10.6.13.3. Product Benchmarking
                            10.6.13.4. Recent Developments
                        10.6.14. Service Management Group (SMG)
                            10.6.14.1. Participant’s Overview
                            10.6.14.2. Financial Performance
                            10.6.14.3. Product Benchmarking
                            10.6.14.4. Recent Developments
                        10.6.15. Tech Mahindra Limited
                            10.6.15.1. Participant’s Overview
                            10.6.15.2. Financial Performance
                            10.6.15.3. Product Benchmarking
                            10.6.15.4. Recent Developments
                        10.6.16. Verint
                            10.6.16.1. Participant’s Overview
                            10.6.16.2. Financial Performance
                            10.6.16.3. Product Benchmarking
                            10.6.16.4. Recent Developments
                        10.6.17. Zendesk
                            10.6.17.1. Participant’s Overview
                            10.6.17.2. Financial Performance
                            10.6.17.3. Product Benchmarking
                            10.6.17.4. Recent Developments


List of Tables

Table 1 Customer Experience Management market (USD Billion), 2018 - 2030
Table 2 Global customer experience management market estimates and forecasts by region (USD Billion), 2018 - 2030
Table 3 Global customer experience management market estimates and forecasts by analytical tools 2018 - 2030 (USD Billion)
Table 4 Global customer experience management market estimates and forecasts by touch point type 2018 - 2030 (USD Billion)
Table 5 Global customer experience management market estimates and forecasts by touch point type 2018 - 2030 (USD Billion)
Table 6 Global customer experience management market estimates and forecasts by organization size 2018 - 2030 (USD Billion)
Table 7 Global customer experience management market estimates and forecasts by deployment 2018 - 2030 (USD Billion)
Table 8 EFM software by region, 2018 - 2030 (USD Billion)
Table 9 Speech analytics by region, 2018 - 2030 (USD Billion)
Table 10 Text analytics by region, 2018 - 2030 (USD Billion)
Table 11 Web analytics & content management by region, 2018 - 2030 (USD Billion)
Table 12 Others by region, 2018 - 2030 (USD Billion)
Table 13 Stores/Branches by region, 2018 - 2030 (USD Billion)
Table 14 Call centers by region, 2018 - 2030 (USD Billion)
Table 15 Social media platform by region, 2018 - 2030 (USD Billion)
Table 16 Email by region, 2018 - 2030 (USD Billion)
Table 17 Mobile market by region, 2018 - 2030 (USD Billion)
Table 18 Web services market by region, 2018 - 2030 (USD Billion)
Table 19 Others market by region, 2018 - 2030 (USD Billion)
Table 20 Cloud market by region, 2018 - 2030 (USD Billion)
Table 21 On premise market by region, 2018 - 2030 (USD Billion)
Table 22 Large enterprises market by region, 2018 - 2030 (USD Billion)
Table 23 Small and Medium Enterprises market by region, 2018 - 2030 (USD Billion)
Table 24 BFSI market by region, 2018 - 2030 (USD Billion)
Table 25 Retail market by region, 2018 - 2030 (USD Billion)
Table 26 Healthcare market by region, 2018 - 2030 (USD Billion)
Table 27 IT & Telecommunications market by region, 2018 - 2030 (USD Billion)
Table 28 Manufacturing market by region, 2018 - 2030 (USD Billion)
Table 29 Government, energy & utilities market by region, 2018 - 2030 (USD Billion)
Table 30 Construction, real estate & property management market by region, 2018 - 2030 (USD Billion)
Table 31 Service business market by region, 2018 - 2030 (USD Billion)
Table 32 Others market by region, 2018 - 2030 (USD Billion)
Table 33 North America customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 34 North America customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 35 North America customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 36 North America customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 37 North America customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 38 U.S. customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 39 U.S. customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 40 U.S. customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 41 U.S. customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 42 U.S. customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 43 Canada customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 44 Canada customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 45 Canada customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 46 Canada customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 47 Canada customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 48 Mexico customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 49 Mexico customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 50 Mexico customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 51 Mexico customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 52 Mexico customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 53 Europe customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 54 Europe customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 55 Europe customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 56 Europe customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 57 Europe customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 58 UK customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 59 UK customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 60 UK customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 61 UK customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 62 UK customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 63 Germany customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 64 Germany customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 65 Germany customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 66 Germany customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 67 Germany customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 68 France customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 69 France customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 70 France customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 71 France customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 72 France customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 73 Asia Pacific customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 74 Asia Pacific customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 75 Asia Pacific customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 76 Asia Pacific customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 77 Asia Pacific customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 78 China customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 79 China customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 80 China customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 81 China customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 82 China customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 83 India customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 84 India customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 85 India customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 86 India customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 87 India customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 88 Japan customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 89 Japan customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 90 Japan customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 91 Japan customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 92 Japan customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 93 Australia customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 94 Australia customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 95 Australia customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 96 Australia customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 97 Australia customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 98 South Korea customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 99 South Korea customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 100 South Korea customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 101 South Korea customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 102 South Korea customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 103 New Zealand customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 104 New Zealand customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 105 New Zealand customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 106 New Zealand customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 107 New Zealand customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 108 Latin America customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 109 Latin America customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 110 Latin America customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 111 Latin America customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 112 Latin America customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 113 Brazil customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 114 Brazil customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 115 Brazil customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 116 Brazil customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 117 Brazil customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 118 MEA customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 119 MEA customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 120 MEA customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 121 MEA customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 122 MEA customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 123 UAE customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 124 UAE customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 125 UAE customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 126 UAE customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 127 UAE customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 128 KSA customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 129 KSA customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 130 KSA customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 131 KSA customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 132 KSA customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
Table 133 South Africa customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
Table 134 South Africa customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
Table 135 South Africa customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
Table 136 South Africa customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
Table 137 South Africa customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)


List of Figures

Fig. 1 Customer Experience Management Market Segmentation
Fig. 2 Market landscape
Fig. 3 Information Procurement
Fig. 4 Data Analysis Models
Fig. 5 Market Formulation and Validation
Fig. 6 Data Validating & Publishing
Fig. 7 Market Snapshot
Fig. 8 Segment Snapshot (1/2)
Fig. 9 Segment Snapshot (2/2)
Fig. 10 Competitive Landscape Snapshot
Fig. 11 Customer Experience Management Market: Industry Value Chain Analysis
Fig. 12 Customer Experience Management Market: Market Dynamics
Fig. 13 Customer Experience Management Market: PORTER’s Analysis
Fig. 14 Customer Experience Management Market: PESTEL Analysis
Fig. 15 Customer Experience Management Market Share by Analytical Tools, 2023 & 2030 (USD Billion)
Fig. 16 Customer Experience Management Market, by Analytical Tools: Market Share, 2023 & 2030
Fig. 17 EFM Software Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 18 Speech Analytics Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 19 Text Analytics Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 20 Web Analytics & Content Management Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 21 Others Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 22 Customer Experience Management Market Share by Touch Point Type, 2023 & 2030 (USD Billion)
Fig. 23 Customer Experience Management Market, by Touch Point Type: Market Share, 2023 & 2030
Fig. 24 Stores/Branches Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 25 Call Centers Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 26 Social Media Platform Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 27 Email Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 28 Mobile Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 29 Web Services Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 30 Others Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 31 Customer Experience Management Market Share by Deployment, 2023 & 2030 (USD Billion)
Fig. 32 Customer Experience Management Market, by Deployment: Market Share, 2023 & 2030
Fig. 33 Cloud Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 34 On-premise Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 35 Customer Experience Management Market Share by Organization Size, 2023 & 2030 (USD Billion)
Fig. 36 Customer Experience Management Market, by Organization Size: Market Share, 2023 & 2030
Fig. 37 Large Enterprises Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 38 Small and Medium Enterprises Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 39 Customer Experience Management Market Share by End-use, 2023 & 2030 (USD Billion)
Fig. 40 Customer Experience Management Market, by End-use: Market Share, 2023 & 2030
Fig. 41 BFSI Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 42 Retail Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 43 Healthcare Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 44 IT & Telecommunications Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 45 Manufacturing Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 46 Government, Energy & Utilities Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 47 Construction, Real Estate & Property Management Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 48 Service Business Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 49 Others Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
Fig. 50 Regional Marketplace: Key Takeaways
Fig. 51 North America Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 52 U.S. Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 53 Canada Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 54 Mexico Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 55 Europe Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 56 UK Customer Experience Management Market Estimates and Forecasts, 2018 - 2030) (USD Billion)
Fig. 57 Germany Customer Experience Management Market Estimates and Forecasts (2018 - 2030) (USD Billion)
Fig. 58 France Customer Experience Management Market Estimates and Forecasts (2018 - 2030) (USD Billion)
Fig. 59 Italy Customer Experience Management Market Estimates and Forecasts (2018 - 2030) (USD Billion)
Fig. 60 Asia Pacific Customer Experience Management Market Estimates and Forecast, 2018 - 2030 (USD Billion)
Fig. 61 China Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 62 India Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 63 Japan Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 64 South Korea Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 65 Australia Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 66 New Zealand Customer Experience Management Market Estimates and Forecasts (2018 - 2030) (USD Billion)
Fig. 67 Latin America Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 68 Brazil Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 69 MEA Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 70 KSA Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 71 UAE Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 72 South Africa Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
Fig. 73 Key Company Categorization
Fig. 74 Company Market Positioning
Fig. 75 Key Company Market Share Analysis, 2023
Fig. 76 Strategic Framework

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Market Segmentation

  • Customer Experience Management Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
    • EFM Software
    • Speech Analytics
    • Text Analytics
    • Web Analytics & Content Management
    • Others
  • Customer Experience Management Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
    • Stores/Branches
    • Call Centers
    • Social Media Platform
    • Email
    • Mobile
    • Web Services
    • Others
  • Customer Experience Management Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
    • Cloud
    • On-premises
  • Customer Experience Management Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
    • Large Enterprises
    • Small and Medium Enterprises
  • Customer Experience Management End-use Outlook (Revenue, USD Billion, 2018 - 2030)
    • BFSI
    • Retail
    • Healthcare
    • IT & Telecom
    • Manufacturing
    • Government, Energy & Utilities
    • Construction, Real Estate & Property Management
    • Service Business
    • Others
  • Customer Experience Management Regional Outlook (Revenue, USD Billion, 2018 - 2030)
    • North America
      • North America Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
        • EFM Software
        • Speech Analytics
        • Text Analytics
        • Web Analytics & Content Management
        • Others
      • North America Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
        • Stores/Branches
        • Call Centers
        • Social Media Platform
        • Email
        • Mobile
        • Web Services
        • Others
      • North America Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
        • Cloud
        • On-premises
      • North America Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
        • Large Enterprises
        • Small and Medium Enterprises
      • North America Customer Experience Management Market end-use Outlook (Revenue, USD Billion, 2018 - 2030)
        • BFSI
        • Retail
        • Healthcare
        • IT & Telecom
        • Manufacturing
        • Government, Energy & Utilities
        • Construction, Real Estate & Property Management
        • Service Business
        • Others
      • U.S.
        • U.S. Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • U.S. Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • U.S. Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • U.S. Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • U.S. Customer Experience Management Market End-Use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
      • Canada
        • Canada Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • Canada Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • Canada Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • Canada Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • Canada Customer Experience Management Market End-Use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
      • Mexico
        • Mexico Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • Mexico Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • Mexico Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • Mexico Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • Mexico Customer Experience Management Market End-Use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
    • Europe
      • Europe Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
        • EFM Software
        • Speech Analytics
        • Text Analytics
        • Web Analytics & Content Management
        • Others
      • Europe Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
        • Stores/Branches
        • Call Centers
        • Social Media Platform
        • Email
        • Mobile
        • Web Services
        • Others
      • Europe Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
        • Cloud
        • On-premises
      • Europe Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
        • Large Enterprises
        • Small and Medium Enterprises
      • Europe Customer Experience Management Market End-Use Outlook (Revenue, USD Billion, 2018 - 2030)
        • BFSI
        • Retail
        • Healthcare
        • IT & Telecom
        • Manufacturing
        • Government, Energy & Utilities
        • Construction, Real Estate & Property Management
        • Service Business
        • Others
      • UK
        • UK Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • UK Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • UK Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • UK Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • UK Customer Experience Management Market End-Use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
      • Germany
        • Germany Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • Germany Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • Germany Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • Germany Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • Germany Customer Experience Management Market End-Use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
      • France
        • France Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • France Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • France Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • France Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • France Customer Experience Management Market End-Use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
      • Italy
        • Italy Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • Italy Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • Italy Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • Italy Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • Italy Customer Experience Management Market End-Use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
    • Asia Pacific
      • Asia Pacific Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
        • EFM Software
        • Speech Analytics
        • Text Analytics
        • Web Analytics & Content Management
        • Others
      • Asia Pacific Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
        • Stores/Branches
        • Call Centers
        • Social Media Platform
        • Email
        • Mobile
        • Web Services
        • Others
      • Asia Pacific Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
        • Cloud
        • On-premises
      • Asia Pacific Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
        • Large Enterprises
        • Small and Medium Enterprises
      • Asia Pacific Customer Experience Management Market End-Use Outlook (Revenue, USD Billion, 2018 - 2030)
        • BFSI
        • Retail
        • Healthcare
        • IT & Telecom
        • Manufacturing
        • Government, Energy & Utilities
        • Construction, Real Estate & Property Management
        • Service Business
        • Others
      • China
        • China Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • China Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • China Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • China Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • China Customer Experience Management Market End-Use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
      • India
        • India Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • India Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • India Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • India Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • India Customer Experience Management Market End-Use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
      • Japan
        • Japan Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • Japan Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • Japan Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • Japan Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • Japan Customer Experience Management Market end-use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
      • South Korea
        • South Korea Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • South Korea Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • South Korea Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • South Korea Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • South Korea Customer Experience Management Market end-use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
      • Australia
        • Australia Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • Australia Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • Australia Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • Australia Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • Australia Customer Experience Management Market end-use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
      • New Zealand
        • New Zealand Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • New Zealand Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • New Zealand Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • New Zealand Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • New Zealand Customer Experience Management Market end-use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
    • Latin America
      • Latin America Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
        • EFM Software
        • Speech Analytics
        • Text Analytics
        • Web Analytics & Content Management
        • Others
      • Latin America Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
        • Stores/Branches
        • Call Centers
        • Social Media Platform
        • Email
        • Mobile
        • Web Services
        • Others
      • Latin America Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
        • Cloud
        • On-premises
      • Latin America Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
        • Large Enterprises
        • Small and Medium Enterprises
      • Latin America Customer Experience Management Market end-use Outlook (Revenue, USD Billion, 2018 - 2030)
        • BFSI
        • Retail
        • Healthcare
        • IT & Telecom
        • Manufacturing
        • Government, Energy & Utilities
        • Construction, Real Estate & Property Management
        • Service Business
        • Others
      • Brazil
        • Brazil Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • Brazil Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • Brazil Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • Brazil Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • Brazil Customer Experience Management Market end-use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
    • Middle East & Africa (MEA)
      • Middle East & Africa (MEA) Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
        • EFM Software
        • Speech Analytics
        • Text Analytics
        • Web Analytics & Content Management
        • Others
      • Middle East & Africa (MEA) Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
        • Stores/Branches
        • Call Centers
        • Social Media Platform
        • Email
        • Mobile
        • Web Services
        • Others
      • Middle East & Africa (MEA) Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
        • Cloud
        • On-premises
      • Middle East & Africa (MEA) Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
        • Large Enterprises
        • Small and Medium Enterprises
      • Middle East & Africa (MEA) Customer Experience Management Market end-use Outlook (Revenue, USD Billion, 2018 - 2030)
        • BFSI
        • Retail
        • Healthcare
        • IT & Telecom
        • Manufacturing
        • Government, Energy & Utilities
        • Construction, Real Estate & Property Management
        • Service Business
        • Others
      • UAE
        • UAE Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • UAE Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • UAE Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • UAE Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • UAE Customer Experience Management Market end-use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
      • KSA
        • KSA Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • KSA Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • KSA Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • KSA Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • KSA Customer Experience Management Market end-use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others
      • South Africa
        • South Africa Customer Experience Management Market Analytical Tools Outlook (Revenue, USD Billion, 2018 - 2030)
          • EFM Software
          • Speech Analytics
          • Text Analytics
          • Web Analytics & Content Management
          • Others
        • South Africa Customer Experience Management Market Touch Point Type Outlook (Revenue, USD Billion, 2018 - 2030)
          • Stores/Branches
          • Call Centers
          • Social Media Platform
          • Email
          • Mobile
          • Web Services
          • Others
        • South Africa Customer Experience Management Market Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
          • Cloud
          • On-premises
        • South Africa Customer Experience Management Market Organization Size Outlook (Revenue, USD Billion, 2018 - 2030)
          • Large Enterprises
          • Small and Medium Enterprises
        • South Africa Customer Experience Management Market end-use Outlook (Revenue, USD Billion, 2018 - 2030)
          • BFSI
          • Retail
          • Healthcare
          • IT & Telecom
          • Manufacturing
          • Government, Energy & Utilities
          • Construction, Real Estate & Property Management
          • Service Business
          • Others

Customer Experience Management Market Dynamics

Driver: Growing Need for Automated Customer Services

Customer service executives are now in charge of strengthening customer relationships to deliver long-term value to the company. As a result, they are focused on retaining existing clients to maintain brand loyalty. Businesses are turning to automation to minimize the time required to respond to routine customer inquiries, allowing them to focus on more complex issues and new customer acquisition. Artificial Intelligence (AI), machine learning, and cloud-based technologies are being adopted by businesses to advance customer experience. Companies are using AI, machine learning, and cloud-based technologies to give customized solutions to their consumers' problems. For instance, AI-based chatbots are being used in conjunction with social media management tools to communicate with customers. Thus, the need for automated customer services is expected to drive cloud-based customer experience management solutions globally. Businesses can save time and resources with the implementation of real-time self-service and AI-assisted customer service solutions. Consumer preferences and expectations fuel the desire to automate customer support procedures. This is a major reason why live web chat and mobile texting have become the most popular ways to engage with businesses. These technological touch points are increasing customer attention and boosting demand for customer experience management solutions for businesses.

Driver: Increasing Emphasis On Customer Experience Through Omnichannel Solutions

Customers in the technology-driven world want to communicate on-demand with businesses via their preferred channels, such as voice, email, online, mobile, SMS, and social media. Companies are encouraging client interactions across multiple channels to stay competitive. However, offering a seamless customer experience is still hampered by the fact that these many channels operate in silos, limiting an organization's ability to provide an omnichannel experience to customers. The omnichannel customer experience management solution tracks the complete customer journey across channels, resulting in a consistent and optimal experience. Large volumes of data are generated by businesses, which, if not adequately integrated on a single channel, can result in lower staff efficiency, shorter average call times per customer, and a bad customer experience. It has been observed that customer retention is becoming increasingly difficult for businesses. At this point, omnichannel solutions are expected to improve customer experience by allowing them to transition across multiple channels and access the required information. The unification of customer communication is also assisting firms in resolving issues more quickly and salespeople in identifying better future chances. Companies that use omnichannel solutions are expected to have higher customer retention rates than their counterparts. Customers are also highlighting self-service facilities when rating their contact center experiences, as self-service services save time and assist in obtaining needed solutions via any device. Thus, all the above factors are anticipated to boost the omnichannel customer experience management solution market.

Restraint: Data Privacy And Security Issues

Presently, businesses are focused on ensuring data privacy and relaying real-time information to improve customer experience. Therefore, companies collect large volumes of customer data including addresses, contact details, etc. for virtual analysis. The information gathered has a large amount of personal information Hence, information privacy and data security can be challenging for the market. The incidence of data breaches and cyberattacks has risen dramatically in recent years. Between 2016 and 2017, the number of cyberattacks grew by 600%. Sensitive information is often stored in cloud or on-premise databases, which increases the risk of unethical hacking of sensitive information. This has driven the need for data security and increased security could provide a barrier, potentially limiting the market growth. However, a business can acquire the highest possible perspective of its current technology assets by having an up-to-date view of the complete architecture, which can lessen the market impact of this challenge.

What Does This Report Include?

This section will provide insights into the contents included in this customer experience management market report and help gain clarity on the structure of the report to assist readers in navigating smoothly.

Customer experience management market qualitative analysis

  • Industry overview

  • Industry trends

  • Market drivers and restraints

  • Market size

  • Growth prospects

  • Porter’s analysis

  • PESTEL analysis

  • Key market opportunities prioritized

  • Competitive landscape

    • Company overview

    • Financial performance

    • Product benchmarking

    • Latest strategic developments

Customer experience management market quantitative analysis

  • Market size, estimates, and forecast from 2018 to 2030

  • Market estimates and forecast for product segments up to 2030

  • Regional market size and forecast for product segments up to 2030

  • Market estimates and forecast for application segments up to 2030

  • Regional market size and forecast for application segments up to 2030

  • Company financial performance

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Research Methodology

A three-pronged approach was followed for deducing the customer experience management market estimates and forecasts. The process has three steps: information procurement, analysis, and validation. The whole process is cyclical, and steps repeat until the estimates are validated. The three steps are explained in detail below:

Information procurement: Information procurement is one of the most extensive and important stages in our research process, and quality data is critical for accurate analysis. We followed a multi-channel data collection process for customer experience management market to gather the most reliable and current information possible.

  • We buy access to paid databases such as Hoover’s and Factiva for company financials, industry information, white papers, industry journals, SME journals, and more.
  • We tap into Grand View’s proprietary database of data points and insights from active and archived monitoring and reporting.
  • We conduct primary research with industry experts through questionnaires and one-on-one phone interviews.
  • We pull from reliable secondary sources such as white papers and government statistics, published by organizations like WHO, NGOs, World Bank, etc., Key Opinion Leaders (KoL) publications, company filings, investor documents, and more.
  • We purchase and review investor analyst reports, broker reports, academic commentary, government quotes, and wealth management publications for insightful third-party perspectives.

Analysis: We mine the data collected to establish baselines for forecasting, identify trends and opportunities, gain insight into consumer demographics and drivers, and so much more. We utilized different methods of customer experience management market data depending on the type of information we’re trying to uncover in our research.

  • Market Research Efforts: Bottom-up Approach for estimating and forecasting demand size and opportunity, top-down Approach for new product forecasting and penetration, and combined approach of both Bottom-up and Top-down for full coverage analysis.

  • Value-Chain-Based Sizing & Forecasting: Supply-side estimates for understanding potential revenue through competitive benchmarking, forecasting, and penetration modeling.

  • Demand-side estimates for identifying parent and ancillary markets, segment modeling, and heuristic forecasting.

  • Qualitative Functional Deployment (QFD) Modelling for market share assessment.

Market formulation and validation: We mine the data collected to establish baselines for forecasting, identify trends and opportunities, gain insight into consumer demographics and drivers, and so much more. We utilize different methods of data analysis depending on the type of information we’re trying to uncover in our research.

  • Market Formulation: This step involves the finalization of market numbers. This step on an internal level is designed to manage outputs from the Data Analysis step.

  • Data Normalization: The final market estimates and forecasts are then aligned and sent to industry experts, in-panel quality control managers for validation.

  • This step also entails the finalization of the report scope and data representation pattern.

  • Validation: The process entails multiple levels of validation. All these steps run in parallel, and the study is forwarded for publishing only if all three levels render validated results.

Customer Experience Management Market Categorization:

The customer experience management market was categorized into five segments, namely analytical tools (EFM Software, Speech Analytics, Text Analytics, Web Analytics & Content Management), touch point type (Stores/Branches, Call Centers, Social Media Platform, Email, Mobile, Web Services), deployment (Cloud, On-premise), end-use (BFSI, Retail, Healthcare, IT & Telecom, Manufacturing, Government, Energy & Utilities, Construction, Real Estate & Property Management, Service Business), and region (North America, Europe, Asia Pacific, Latin America, Middle East & Africa).

Segment Market Methodology:

The customer experience management market was segmented into analytical tools, touch point type, deployment, end-use, and region. The demand at a segment level was deduced using a funnel method. Concepts like the TAM, SAM, SOM, etc., were put into practice to understand the demand. We at GVR deploy three methods to deduce market estimates and determine forecasts. These methods are explained below:

Market research approaches: Bottom-up

  • Demand estimation of each product across countries/regions summed up to from the total market.

  • Variable analysis for demand forecast.

  • Demand estimation via analyzing paid database, and company financials either via annual reports or paid database.

  • Primary interviews for data revalidation and insight collection.

Market research approaches: Top-down

  • Used extensively for new product forecasting or analyzing penetration levels.

  • Tool used invoice product flow and penetration models Use of regression multi-variant analysis for forecasting Involves extensive use of paid and public databases.

  • Primary interviews and vendor-based primary research for variable impact analysis.

Market research approaches: Combined

  • This is the most common method. We apply concepts from both the top-down and bottom-up approaches to arrive at a viable conclusion.

Regional Market Methodology:

The customer experience management market was analyzed at a regional level. The globe was divided into North America, Europe, Asia Pacific, Latin America, Middle East & Africa, keeping in focus variables like consumption patterns, export-import regulations, consumer expectations, etc. These regions were further divided into nineteen countries, namely, the U.S.; Canada; the UK.; Germany; France; Italy; Denmark; Finland; Norway; Sweden; China; India; Japan; Australia; New Zealand; Brazil; Mexico; UAE; Saudi Arabia.

All three above-mentioned market research methodologies were applied to arrive at regional-level conclusions. The regions were then summed up to form the global market.

Customer experience management market companies & financials:

The customer experience management market was analyzed via companies operating in the sector. Analyzing these companies and cross-referencing them to the demand equation helped us validate our assumptions and conclusions. Key market players analyzed include:

  • Avaya Inc.: Avaya offers digital communication products, solutions, and services. The company specializes in wireless data communication, internet telephony, and customer relationship management software. The company offers smart technologies and solutions for team engagement, customer engagement, contact centers, unified communications and collaboration, networking, and customer experience management. The company’s solutions are scalable, secure, reliable, and flexible and are designed to help end users in reducing the Total Costs of Ownership (TCO). The company’s solutions are offered in a variety of cloud deployment models, including hybrid, public, and private cloud. Avaya Inc. operates its business through two major segments, namely products & solutions, and services. The products & solutions segment offers unified communications and contact center platforms while the services segment deals with three business areas, namely global support services, enterprise cloud & managed services, and professional services.

  • Clarabridge: Clarabridge provides text analytics and analysis software to collect, classify, and report structured and unstructured data. The company offers a platform called Clarabridge that provides dynamic survey tools to capture data; survey customers, employees, prospects, website users, and influencers; gather feedback; customize survey experiences to individual respondents; and facilitate branding with custom logos, colors, and designs. The platform also helps in connecting with various sources for feedback through multiple integration paths, thereby allowing clients to use social media as social intelligence, capture customers’ voices, automatically transcribe customer call recordings, and combine unstructured text analysis with structured data. Clarabridge’s Clara is an intelligent platform that allows businesses to understand the voice of the customer, and offer support, consulting, and training services. It is used by executives and people working in marketing, customer care, and operations sectors. Clarabridge’s clientele includes the incumbents of various industries and industry verticals, such as retail, BFSI, telecommunication, consumer packaged goods, technology, and travel & hospitality.

  • Freshworks Inc.: Freshworks is engaged in the development and sales of customer engagement software solutions for enterprises of all sizes. The company offers software solutions for call centers, information technology service management, customer support, and sales & marketing professionals. The company also provides a load-balancing engine named Omniroute for multi-channel customer inquiries. The company’s product portfolio includes Freshdesk, Freshservice, Freshsales, Freshcaller, Freshchat, Freshteam, Freshmarketer, Freshconnect, Freshping, and Freshstatus. They are easy-to-use solutions and are widely adopted by SMEs, large enterprises, e-commerce companies, healthcare companies, and academic institutions. The company's cloud-based suite of SaaS products is widely used by establishments, such as Bridgestone Corporation; Honda Motor Co., Ltd.; HUGO BOSS; Cisco Systems, Inc.; and TeamViewer, as well as educational institutions, such as Purdue University.

  • Genesys: The company offers cloud-based and on-premise customer experience and contact center solutions. Its products and services are available on three platforms, namely PureCloud, which consolidates customer service applications in one place; PureConnect, which connects a contact center and the business communications infrastructure; and PureEngage, which allows the management and operation of customer engagement from one place. The company’s customer experience platform allows enterprises to monitor omnichannel journeys and orchestrate interactions. The company also offers SIP communications solutions for contact centers and virtual call centers. Genesys also provides business consulting and professional support, routing, application design, reporting and analytics, and management and deployment, among other services. Apart from that, the company also provides eLearning on-demand courses. The company serves the incumbents of various industries and industry verticals, including banking, energy & utilities, healthcare, insurance, retail, telecommunication, travel, and pharmaceutical. Government agencies also opt for the company’s solutions and services.

  • International Business Machines Corporation: The company offers infrastructure hosting and consulting services, manufactures computer hardware, and develops middleware and other software solutions. It also provides support services in areas ranging from nanotechnology to mainframe computers. The company is primarily focused on providing software-defined networking solutions to its customers. The company’s IBM Cloud is particularly getting popular among incumbents of various industries owing to the flexible software and secure hardware it features. International Business Machines Corporation operates through five business segments, namely cloud & cognitive software, global business services, global technology services, systems, and global financing. The global business services segment offers application management and consulting services. The cloud & cognitive software segment boasts a myriad of capabilities that can help clients gain valuable business insights and subsequently a competitive edge over their rivals. As such, it offers Watson, an intellectual computing platform capable of learning from interactions with people and computers, processing big data, and interacting in various languages.

  • Medallia Inc.: The company provides service platforms that help in capturing customer feedback from various channels, including mobile telephony, in-store, and online. The company specializes in offering solutions for customer experience management (CEM), business intelligence, enterprise feedback management, social media management, and text analytics. The company’s CEM solutions are designed to gather customer feedback from various channels in real-time and impel corrective actions on the frontline. They are delivered through the Software as a Service (SaaS) delivery model, which is built on an open architecture that utilizes machine learning and artificial intelligence to analyze large volumes of data. Medallia Inc.’s research & development operations are mainly engaged in the development, designing, testing, and delivery of innovative products and platforms. The operations also focus on developing core technologies as well as enhancing the functionality, usability, performance, reliability, and flexibility of the existing platforms. The company has research & development hubs in the U.S. in the states of California and Virginia as well as in Argentina and Israel.

  • Miraway: Miraway provides multichannel customer experience management solutions to government agencies and public administration bodies as well as entities operating in the fields of insurance, finance, banking, education, aviation, telecommunications, retail, and advertising. Hospitals, hotels, and shopping centers, among others, also opt for the company’s solutions. Miraway has offered consulting to more than 200 customers and has implemented several projects at more than 1,000 domestic and overseas locations.

  • Open Text Corporation:  The company primarily caters to the Enterprise Information Management (EIM) market, and develops enterprise software solutions that can help businesses and government agencies in their digitalization efforts. The company’s EIM platform and the suite of software services and products offer scalable and secure solutions. EIM’s product portfolio integrates digital applications and information platforms while bringing together content services, security, and the business network and ensuring optimized customer experience, asset utilization, employee engagement, and supply chain efficiency. The company offers its products and solutions across automotive, energy & utilities, healthcare, BFSI, media & entertainment, and manufacturing sectors. Companies across the public sector also opt for the company’s products and solutions.

  • Oracle Corporation: Oracle’sproducts and services for optimally designed for information technology platforms, applications, and infrastructure. The company markets and sells its offerings to enterprises of all sizes, government agencies, resellers, and educational institutions. The company operates through three business segments, namely hardware, cloud and license, and services. The cloud and license segment offers next-generation cloud computing solutions through delivery modes, such as Software as a Service (SaaS), Platform as a Service (PaaS), and Infrastructure as a Service (IaaS). The hardware segment’s offerings include Oracle Engineered Systems, storage, servers, and industry-specific products. The services segment offers consulting services, educational services, and advanced customer support services. Oracle Corporation’s SaaS offerings include a comprehensive suite of next-generation, modular, cloud-based software solutions that support cross-business functions, including Enterprise Resource Planning (ERP), human capital management (HCM), customer experience management (CX), and Supply Chain Management (SCM). The company offers its CX solutions across different industry verticals, including BFSI, automotive, manufacturing, hospitality, and telecommunications. 

  • Adobe: Adobe provides a wide range of multimedia solutions and digital marketing products. Conventionally, the company has been focused on developing creativity and multimedia software. The company delivers its products either through the managed service delivery model or the Software-as-a-Service (SaaS) delivery model. The company’s products are also offered through pay-per-use and term subscription models. The company also offers various support services, including consulting services, customer success account management, technical support, and digital learning services. Users of the company’s products and services include video editors, photographers, designers, content creators, marketers, students, and individual consumers. The company’s products and services can be accessed on personal computers as well as other multimedia devices.

  • Adobe operates its business through three reportable segments, namely Digital Media, Digital Experience, and Publishing. The digital media segment offers tools and solutions that allow individuals and small- and medium-sized enterprises to create, publish, and promote their digital content. The digital experience segment offers a broader and integrated suite of products, solutions, and services for creating, managing, executing, assessing, and improving customer experience. The solutions offered by the digital experience segment can be used for social marketing, analytics, targeting, digital experience management, audience management, media optimization, and cross-channel campaign management, among other applications. All the solutions have been integrated under Adobe Marketing Cloud, a unified offering for marketers to design, personalize, and enhance promotion campaigns and digital experiences across different channels. The publishing segment provides legacy products and services necessary for technical document publishing, eLearning solution development, web application development, and printing.

Value chain-based sizing & forecasting

Supply Side Estimates

  • Company revenue estimation via referring to annual reports, investor presentations, and Hoover’s.

  • Segment revenue determination via variable analysis and penetration modeling.

  • Competitive benchmarking to identify market leaders and their collective revenue shares.

  • Forecasting via analyzing commercialization rates, pipelines, market initiatives, distribution networks, etc.

Demand side estimates

  • Identifying parent markets and ancillary markets

  • Segment penetration analysis to obtain pertinent

  • revenue/volume

  • Heuristic forecasting with the help of subject matter experts

  • Forecasting via variable analysis

Customer Experience Management Market Report Objectives:

  • Understanding market dynamics (in terms of drivers, restraints, & opportunities) in the countries.

  • Understanding trends & variables in the individual countries & their impact on growth and using analytical tools to provide high-level insights into the market dynamics and the associated growth pattern.

  • Understanding market estimates and forecasts (with the base year as 2022, historic information from 2018 to 2021, and forecast from 2023 to 2030). Regional estimates & forecasts for each category are available and are summed up to form the global market estimates.

Customer Experience Management Market Report Assumptions:

  • The report provides market value for the base year 2022 and a yearly forecast till 2030 in terms of revenue/volume or both. The market for each of the segment outlooks has been provided on region & country basis for the above-mentioned forecast period.

  • The key industry dynamics, major technological trends, and application markets are evaluated to understand their impact on the demand for the forecast period. The growth rates were estimated using correlation, regression, and time-series analysis.

  • We have used the bottom-up approach for market sizing, analyzing key regional markets, dynamics, & trends for various products and end-users. The total market has been estimated by integrating the country markets.

  • All market estimates and forecasts have been validated through primary interviews with the key industry participants.

  • Inflation has not been accounted for to estimate and forecast the market.

  • Numbers may not add up due to rounding off.

  • Europe consists of EU-8, Central & Eastern Europe, along with the Commonwealth of Independent States (CIS).

  • Asia Pacific includes South Asia, East Asia, Southeast Asia, and Oceania (Australia & New Zealand).

  • Latin America includes Central American countries and the South American continent

  • Middle East includes Western Asia (as assigned by the UN Statistics Division) and the African continent.

Primary Research

GVR strives to procure the latest and unique information for reports directly from industry experts, which gives it a competitive edge. Quality is of utmost importance to us, therefore every year we focus on increasing our experts’ panel. Primary interviews are one of the critical steps in identifying recent market trends and scenarios. This process enables us to justify and validate our market estimates and forecasts to our clients. With more than 8,000 reports in our database, we have connected with some key opinion leaders across various domains, including healthcare, technology, consumer goods, and the chemical sector. Our process starts with identifying the right platform for a particular type of report, i.e., emails, LinkedIn, seminars, or telephonic conversation, as every report is unique and requires a differentiated approach.

We send out questionnaires to different experts from various regions/ countries, which is dependent on the following factors:

  • Report/Market scope: If the market study is global, we send questionnaires to industry experts across various regions, including North America, Europe, Asia Pacific, Latin America, and MEA.

  • Market Penetration: If the market is driven by technological advancements, population density, disease prevalence, or other factors, we identify experts and send out questionnaires based on region or country dominance.

The time to start receiving responses from industry experts varies based on how niche or well-penetrated the market is. Our reports include a detailed chapter on the KoL opinion section, which helps our clients understand the perspective of experts already in the market space.

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