The global customer experience management market size was valued at USD 12.04 billion in 2023 and is expected to grow at a compound annual growth rate (CAGR) of 15.4% from 2023 to 2030. Customer experience management, often called CEM or CXM. The customer experience management software offers businesses a variety of features such as customer feedback management, customer journey mapping, customer analytics and personalized marketing. With customer experience management solutions, companies can better understand their customers, improve the quality of their products and services, and build long-term relationships with customers.
The market growth can be attributed to the mounting 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 programme, and utilizing automation, to provide the best service performance to customers in real-time. The COVID-19 pandemic is likely to influence businesses significantly, suppressing profitability, stifling innovation, and drying up cash flows and financial reserves. 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 assisting customer experience management industry growth.
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 Internet of Things (IoT), among others has declined the cost of computing and storage power. For instance, automakers are using AI and analytics to understand what people do in their cars and help automakers to provide maintenance services with-in vehicle sensors that can tell when a customer needs any type of service. These developments would further drive the customer experience management industry growth during the forecast period.
U.S. customer experience management market size, by analytical tools, 2020 - 2030 (USD Million
The continued digital transformation across various industries is prompting industry incumbents to replace the existing array of a myriad of solutions required to create, manage, and enhance the digital presence with a unified solution that can serve all the 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 the growth of the customer experience management software market.
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 the growth of the customer experience management market during the forecast period.
Supply chain disruptions and the implementation of new regulations would also have a significant impact on customer experience management market growth. However, as more people turn to the internet for online shopping, the business-to-consumer market is expanding rapidly. Healthcare and information technology and 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. The strong push for learning and development supported by AR/VR for remote training and demonstration for both employees and customers, as well as AR/VR-led remote troubleshooting for the energy & utility, retail, and telecom industries, would result in an improved customer experience management total addressable market.
Nowadays, enterprises are seeking secure and real-time information to offer enhanced customer experience. Therefore, companies collect numerous amounts of data of individual customers through many touchpoints and analyze it virtually. The information gathered has a large amount of personal information such as an address, contact details, etc. Hence, information privacy and data security can be Customer Experience Management Industry Challenges.
The growth of the customer experience management market is high, and the growth’s pace is accelerating. The increasing importance of analyzing consumer behavior and preference is prompting various organizations and brands to adopt customer experiment strategies in order to deliver real-time best service performance and achieve higher profitability from their respective markets. Furthermore, the increasing number of social media users is encouraging organizations to improve their presence on social media platforms to attract the potential audience and accelerate their market revenue.
The market is also witnessing a high level of merger and acquisition (M&A) activity by key players. Customers' growing demands for engaging seamless and personalized customer experiences across multiple touchpoints create a large opportunity for innovation in customer experience market. Predictive and proactive consumer interaction can be made possible by integrating several technologies such as machine learning, and predictive analytics.
Various international regulatory bodies have drafted software regulations to avoid the misuse of consumer data and protect it from unauthorized users. Market players are focusing on obtaining various certifications such as ISAE 3402, AICPA SOC 2 Type 2, and TRUSTe Certified Privacy.
There are no direct substitutes for customer experience management solutions in the market at present. However, the threat of internal substitutes remains high as several CEM application tools specific to business requirements are available. These tools include sentiment analysis tools, feedback management tools, A/B testing and personalization tools, and tag management systems. Moreover, rising inclination toward tailored customer experience applications is also opening numerous opportunities for service-based enterprises. Hence, the threat of substitutes can be considered as moderate.
End users are demanding high-quality experiences and guaranteed outcomes, along with the products and services of their choice. This is encouraging the development of new, outcome-based business models. There is an increase in the relevant, personalized interactions among customers through every engagement channel. The advances in AI, ML, and other latest technologies have opened new opportunities for hyper-personalization, a trend that bodes well for the growth of the Middle East and Africa CEM market over the forecast period.
The text analytics segment accounted for a revenue share of 40.6% in 2022. 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 is expected to be driven by the demand for predictive analytics among organizations over the forecast period.
The web analytics & content management segment is expected to witness a significant growth of around 16.0% over the forecast period. The major factors driving the web analytics & content management segment growth include the need for companies to increase their revenue by providing personalized content for customers, enhancing interactions with customers online, and maintaining a brand presence. The growth in digital content is also expected to drive the web content management segment growth significantly. The use of web analytics is increasing and is fueled by several trends, including the constant rise in online shopping, rapid implementation of marketing automation platforms, and shift toward data-driven businesses.
Call centers segment accounted for the largest market share of 31.9% in 2022. The key driving factors include the drive for the growth of the segment is rising adoption of advanced contact center technologies, growing adoption of cloud-based and 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 snowballing 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 during the forecast period.
The web series segment is expected to grow at a significant CAGR over the forecast period. Web CEM enables organizations to deliver responsive, powerful, mission-critical customer experiences across omni-channel touch points that meet the needs of many enterprise information platforms, social and rich media, languages, and devices. Web CEM is a sophisticated platform that makes use of cutting-edge web technologies to facilitate integration with existing enterprise systems. Businesses can use customer experience management 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 the drive the growth of the segment during the forecast period.
The on-premise segment accounted for the largest market share of 59.8% in 2022. 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-premise as compared to cloud-based deployment. Due to the increasing demand for data privacy, the demand for on-premise customer experience management solutions has increased. This has led to increasing demand for on-premise solutions.
The cloud segment is expected to witness significant growth of 17.5% over the forecast period. The demand for cloud CEM solutions, owing to their ease of accessibility and integration, is increasing due to the growing implementation of customer experience management technologies such as, artificial intelligence, big data, IoT, and connected devices. Organizations are increasingly preferring cloud-based deployment of a variety of customer experience management 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.
Retail segment accounted for the largest market share of 24.1% in 2022. 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 are using 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 touch points, such as websites, smartphone applications, social media platforms, and physical stores/branches, and analyzing it. These capabilities would further supplement the demand for customer experience management solutions in the retail sector during the forecast period.
The BFSI segment is anticipated to witness a significant growth rate of 16.7% over the forecast period. 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 in order to effectively meet customer expectations. Furthermore, customer experience management solutions enable BFSI businesses to maintain quality standards while reducing internal inefficiencies. These benefits provided by analytical solutions will drive demand for customer experience management solutions in the BFSI sector during the forecast period. Insurance companies rely heavily on customer experience (CX) as a differentiator and competitive advantage. Providing better customer service and avoiding its drawbacks will allow insurers to maximize customer value and provide better customer service. Thus, there is high growth of customer experience management market in insurance industry.
North America held the major share of 43.7% of the global customer experience market in 2022. 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 and receive feedback and 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 Inc. are making technological advancements to create social media campaigns for developing online brand communities. This results in the U.S. and the Canadian enterprises are spending aggressively in digital channels.
The Europe Customer Experience Management Market will hold a market share of above 25% in 2030. The market is expected to witness considerable growth over the forecast period owing to 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.
The Customer Experience Management Market in UK held a market share of 23.86% in Europe in 2022. The country has been undergoing significant digital transformation across various industries. Large organizations and SMEs are adopting a host of digital technologies for improving customer interactions and streamlining processes helping in market growth.
The German Customer Experience Management Market will grow at a CAGR of 15.8% from 2023 to 2030. Germany is a major European country known for its manufacturing and engineering prowess. The adoption of CEM solutions which are focused for improving after-sales service, warranty management and technical support is on a rise helping market growth.
The France Customer Experience Management Market is showing significant growth in the recent years. The country 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.
Asia Pacific is anticipated to emerge as the fastest-growing regional market at a CAGR of 17.1% owing to the advances in the latest technologies and the continued development of AI-based tools & self-service capabilities, such as IVR, chatbots, and online communities, are allowing enterprises to provide instant support, and initiate proactive actionable responses.
The China Customer Experience Management Market is expected to grow at a CAGR of 17.6% from 2023 to 2030. The market in China is vast but complicated owing to the diverse culture and difference in levels of customer maturity. The companies operating in the market are specifically developing CEM solutions catering to China.
The Customer Experience Management Market Size in India is rising significantly due to rise in the number of Small & Medium Enterprises (SMEs), and these SMEs are putting a strong emphasis on implementing CEM solutions as part of the efforts to drive their regional and global businesses. Furthermore, the changing focus of Indian companies toward customer retention in driving the adoption of CEM solutions in the region.
The Customer Experience Management Market in Japan is experiencing a high growth rate in recent years. The Japanese government has initiated several e-government agendas to promote workforce optimization and enable organizations to use electronic media to communicate with their customers. Such initiatives will help in market growth.
The Customer Experience Management Market in the Middle East and Africa (MEA) region held a market share of 5.3% in 2022. Contact centers in MEA regional market are investing aggressively in digital technologies, cloud-based solutions, and analytical tools to provide real-time customer support and enhance the levels of customer satisfaction.
The Saudi Arabia Customer Experience Management Market will grow significantly during the forecast period. The e-commerce sector in Saudi Arabia is expanding, due to increase smartphone usage, rising internet penetration and constantly changing consumer preferences. Companies in this sector are investing in CXM technologies to deliver seamless online shopping experience helping gain a competitive edge over its competitors.
Some of the key players operating in the market include Adobe Inc., Oracle Corporation, and International Business Machines Corporation.
Adobe Inc. is a provider of CEM products. The company operates in three reportable segments, namely Digital Media, Digital Experience, and Publishing. Adobe's major competitors in the digital experience segment include Oracle Corporation, SAP SE, Google LLC, salesforce.com, and Sitecore, among others. The company's geographical presence spans the Americas, Europe, Middle East & Africa, and Asia Pacific. In line with its extensive product offerings, the company also continues to invest in and update its Adobe Experience Platform to help users understand consumer behavior and deliver effective customer experience.
International Business Machines Corporation manufactures computer hardware, develops middleware and other software, and offers infrastructure hosting and consulting services. International Business Machines Corporation operates through five business segments, namely cloud & cognitive software, global business services, global technology services, systems, and global financing. The company's geographical footprint spans more than 175 countries across North America, Latin America, Europe, the Middle East & Africa, and Asia Pacific. It offers CEM solutions such as IBM text analytics suite, IBM LanguageWare, IBM Tealeaf CEM, IBM Digital Experience Manager, and IBM WebSphere Commerce.
Service Management Group, and Qualtrics are some of the emerging market participants in the customer experience management market.
Service Management Group (SMG) is a provider of customer experience management technology platforms. The company offers solutions for customer experience management, brand research, employee engagement, and reporting & analytics. Service Management Group (SMG) categorizes its customer experience management solutions based on measurement touchpoints into location CEM, online CEM, contact center CEM, and social CEM.
Qualtrics offers solutions for gathering and analyzing online data for various purposes, including customer satisfaction management, market research, customer experience management, human resource management, product management, customer service management, loyalty management, education, employee evaluation, website feedback, and concept testing. The company is primarily engaged in the design and development of pre- packaged computer software.
The following are the leading companies in the customer experience management market. These companies collectively hold the largest market share and dictate industry trends. Financials, strategy maps & products of these CEM companies are analyzed to map the supply network.
In November 2023, WPP plc, a company specializes in advertising, and public relations, and technology, collaborated with Sprinklr, enterprise software provider,to develop an integrated artificial intelligence (AI) solution to support end use companies in providing customers with more individualized and consistent experiences via Sprinklr's customer experience management platform (Unified-CXM).
In September 2023, Oracle Corporation, customer experience management provider, announced new capabilities powered by generative AI that would enhance development of connected customer information between its enterprise resource planning (ERP) and customer relationship management (CRM) systems for improved CX customization.
In March 2023, Adobe Inc. announced new AI capabilities to personalize digital experiences in Adobe Experience Cloud. Adobe Sensei GenAI, a copilot for customer experience teams and marketers, is available in the Adobe Experience Cloud for various use cases, such as personalization and asset creation across the customer journey.
In March 2023, SAP SE announced integration of SAP Customer Experience (CX) portfolio to end use customers in various industries such as, automotive, retail. The company would provide CX end-to-end solutions integrating business processes.
In June 2023, Adobe unveiled new advancements around the Adobe Experience Cloud. The company announced the accessibility of Adobe Product Analytics for enterprise customers. It also announced significant enhancements to Adobe Experience Manager, Adobe Mix Modeler, Adobe Journey Optimizer, and Adobe Real-Time Customer Data Platform.
In June 2023, Avaya, a world-leading company in customer experience solutions announced its reworked professional services with the name Avaya Customer Experience Services (ACES), formerly known as Avaya Professional Services. The upgraded approach enables the smooth integration of AI, digital, and cloud technologies to deliver enhanced business outcomes to consumers.
In May 2023, Genesys, a world leader in experience orchestration cloud, announced Genesys Cloud EX solution aimed at engaging, motivating, and empowering the employees.
In May 2023, Medallia, Inc., a world leader in customer & employee experience, announced a strategic partnership with Cresta and expanded its integrations with Five9 and LivePerson. These partnerships are aimed at further strengthening the conversational AI technologies of the company that are used for agent assistance in real-time with customer service teams.
In May 2023, Oracle announced the deployment of its retail solutions on the cloud at Prada Group by combining its digital and physical offerings to get in touch with its customers better and utilize data for delivering an increasingly custom experience.
In May 2023, SAS announced its collaboration with ECXO, a European Customer Experience Organization that is specialized in Customer Experience and focused on the EMEA region.
In April 2023, OpenText announced OpenText Cloud Editions (CE) 23.2, with approximately 75,000 innovations that were introduced in the last year to assist customers in accelerating their cloud-centric digital transformation.
Report Attribute |
Details |
Market size value in 2023 |
USD 12.04 billion |
Revenue forecast in 2030 |
USD 32.87 billion |
Growth rate |
CAGR of 18.1% from 2023 to 2030 |
Actual data |
2018 - 2023 |
Forecast period |
2024 - 2030 |
Quantitative units |
Revenue in USD million and CAGR from 2023 to 2030 |
Report coverage |
Revenue forecast, company market share, competitive landscape, growth factors, and trends |
Segments covered |
Offering, Analytical tools, touch point type, deployment, organization size, end use, and region |
Regional scope |
North America, Europe, Asia Pacific, Latin America, and MEA |
Country scope |
U.S., Canada, U.K., Germany, France, Italy, Denmark, Finland, Norway, Sweden, China, India, Japan, South Korea, Australia, New Zealand, Brazil, Mexico, UAE, South Africa, and Saudi Arabia |
Key companies profiled |
Adobe Inc.; Avaya Inc.; Clarabridge; Freshworks Inc.; Genesys; International Business Machines Corporation; Medallia Inc.; Open Text Corporation; Oracle Corporation; Qualtrics; SAP SE; SAS Institute Inc.; Service Management Group (SMG); Tech Mahindra Limited; Verint; Zendesk; and Miraway |
Customization scope |
Free report customization (equivalent up to 8 analysts working days) with purchase. Addition or alteration to country, regional, and segment scope. |
Pricing and purchase options |
Avail customized purchase options to meet your exact research needs. Explore purchase options |
This report forecasts revenue growth at the global, regional, and country levels and provides an analysis of the latest industry trends in each of the sub-segments from 2018 to 2030. For the purpose of this study, Grand View Research has segmented the customer experience management market based on offering, analytical tools, touch point type, deployment, organization size, end use, and region.
Offering Outlook (Revenue, USD Million; 2018 - 2030)
Solution
Services
Analytical Tools Outlook (Revenue, USD Million; 2018 - 2030)
EFM Software
Speech Analytics
Text Analytics
Web Analytics & Content Management
Others
Touch Point Type Outlook (Revenue, USD Million; 2018 - 2030)
Stores/Branches
Call Centers
Social Media Platform
Mobile
Web Services
Others
Deployment Outlook (Revenue, USD Million; 2018 - 2030)
Cloud
On-premise
Organization Size Outlook (Revenue, USD Million; 2018 - 2030)
Large Enterprises
Small and Medium Enterprises
End Use Outlook (Revenue, USD Million; 2018 - 2030)
BFSI
Retail
Healthcare
IT & Telecom
Manufacturing
Government, Energy & Utilities
Construction, Real Estate & Property Management
Service Business
Others
Regional Outlook (Revenue, USD Million; 2018 - 2030)
North America
U.S.
Canada
Europe
U.K.
Germany
France
Italy
Denmark
Finland
Norway
Sweden
Asia Pacific
China
India
Japan
Australia
South Korea
New Zealand
Latin America
Brazil
MEA
UAE
Saudi Arabia
South Africa
b. The global customer experience management market size was estimated at USD 10,646.4 million in 2022 and is expected to reach USD 12.04 billion in 2023.
b. The global customer experience management market is expected to grow at a compound annual growth rate of 15.4% from 2023 to 2030 to reach USD 32.87 billion by 2030.
b. The text analytics segment dominated the global customer experience management market in 2022 and accounted for a revenue share of over 40.6%.
b. The call centers segment led the global CEM market in 2022 and accounted for a revenue share of over 31.9%.
b. The on-premise segment dominated the global customer experience management market and accounted for the highest revenue share of over 59.8% in 2022.
Table of Contents
Chapter 1 Customer Experience Management Market: 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 Customer Experience Management Market: Executive Summary
2.1. Market Outlook
2.2. Segment Outlook
2.3. Competitive Insights
Chapter 3 Customer Experience Management Market: Industry Outlook
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: Offering Estimates & Trend Analysis
4.1. Segment Dashboard
4.2. Customer Experience Management Market: Offering Movement Analysis, 2023 & 2030 (USD Million)
4.3. Solution
4.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
4.4. Services
4.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
Chapter 5. Customer Experience Management Market: Analytical Tools Estimates & Trend Analysis
5.1. Segment Dashboard
5.2. Customer Experience Management Market: Analytical Tools Movement Analysis, 2023 & 2030 (USD Million)
5.3. EFM Software
5.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
5.4. Speech Analytics
5.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
5.5. Text Analytics
5.5.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
5.6. Web Analytics & Content Management
5.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
5.7. Others
5.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
Chapter 6. Customer Experience Management Market: Touch Point Type Estimates & Trend Analysis
6.1. Segment Dashboard
6.2. Customer Experience Management Market: Touch Point Type Movement Analysis, 2023 & 2030 (USD Million)
6.3. Stores/Branches
6.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
6.4. Call Centers
6.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
6.5. Social Media Platform
6.5.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
6.6. Email
6.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
6.7. Mobile
6.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
Chapter 7. Customer Experience Management Market: Deployment Estimates & Trend Analysis
7.1. Segment Dashboard
7.2. Customer Experience Management Market: Deployment Movement Analysis, 2023 & 2030 (USD Million)
7.3. Cloud
7.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
7.4. On-premise
7.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
Chapter 8. Customer Experience Management Market: Organization Size Estimates & Trend Analysis
8.1. Segment Dashboard
8.2. Customer Experience Management Market: Organization Size Movement Analysis, 2023 & 2030 (USD Million)
8.3. Large Enterprises
8.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
8.4. Small and Medium Enterprises
8.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
Chapter 9. Customer Experience Management Market: End-use Estimates & Trend Analysis
9.1. Segment Dashboard
9.2. Customer Experience Management Market: End-use Movement Analysis, 2023 & 2030 (USD Million)
9.3. BFSI
9.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
9.4. Retail
9.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
9.5. Healthcare
9.5.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
9.6. IT & Telecom
9.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
9.7. Manufacturing
9.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
9.8. Government, Energy & Utilities
9.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
9.9. Construction, Real Estate & Property Management
9.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
9.10. Service Business
9.10.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
9.11. Others
9.11.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
Chapter 10. Customer Experience Management Market: Regional Estimates & Trend Analysis
10.1. Customer Experience Management Market Share by Region, 2023 & 2030 (USD Million)
10.2. North America
10.2.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.2.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.2.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.2.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.2.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.2.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.2.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.2.8. U.S.
10.2.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.2.8.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.2.8.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.2.8.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.2.8.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.2.8.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.2.8.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.2.9. Canada
10.2.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.2.9.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.2.9.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.2.9.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.2.9.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.2.9.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.3. Europe
10.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.3.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.3.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.3.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.3.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.3.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.3.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.3.8. U.K.
10.3.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.3.8.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.3.8.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.3.8.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.3.8.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.3.8.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.3.8.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.3.9. Germany
10.3.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.3.9.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.3.9.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.3.9.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.3.9.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.3.9.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.3.9.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.3.10. France
10.3.10.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.3.10.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.3.10.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.3.10.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.3.10.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.3.10.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.3.10.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.3.11. Italy
10.3.11.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.3.11.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.3.11.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.3.11.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.3.11.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.3.11.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.3.11.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.3.12. Denmark
10.3.12.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.3.12.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.3.12.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.3.12.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.3.12.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.3.12.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.3.12.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.3.13. Finland
10.3.13.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.3.13.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.3.13.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.3.13.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.3.13.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.3.13.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.3.13.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.3.14. Norway
10.3.14.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.3.14.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.3.14.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.3.14.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.3.14.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.3.14.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.3.14.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.3.15. Sweden
10.3.15.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.3.15.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.3.15.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.3.15.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.3.15.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.3.15.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.3.15.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.4. Asia Pacific
10.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.4.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.4.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.4.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.4.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.4.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.4.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.4.8. China
10.4.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.4.8.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.4.8.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.4.8.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.4.8.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.4.8.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.4.8.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.4.9. India
10.4.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.4.9.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.4.9.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.4.9.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.4.9.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.4.9.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.4.9.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.4.10. Japan
10.4.10.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.4.10.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.4.10.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.4.10.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.4.10.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.4.10.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.4.10.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.4.11. South Korea
10.4.11.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.4.11.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.4.11.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.4.11.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.4.11.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.4.11.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.4.11.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.4.12. Australia
10.4.12.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.4.12.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.4.12.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.4.12.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.4.12.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.4.12.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.4.12.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.4.13. New Zealand
10.4.13.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.4.13.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.4.13.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.4.13.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.4.13.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.4.13.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.4.13.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.5. Latin America
10.5.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.5.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.5.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.5.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.5.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.5.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.5.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.5.8. Brazil
10.5.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.5.8.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.5.8.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.5.8.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.5.8.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.5.8.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.5.8.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.5.9. Mexico
10.5.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.5.9.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.5.9.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.5.9.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.5.9.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.5.9.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.5.9.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.6. Middle East & Africa
10.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.6.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.6.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.6.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.6.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.6.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.6.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.6.8. UAE
10.6.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.6.8.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.6.8.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.6.8.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.6.8.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.6.8.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.6.8.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.6.9. Saudi Arabia
10.6.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.6.9.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.6.9.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.6.9.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.6.9.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.6.9.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.6.9.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
10.6.10. South Africa
10.6.10.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Million)
10.6.10.2. Market Size Estimates and Forecasts by Offering, 2018 - 2030 (USD Million)
10.6.10.3. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Million)
10.6.10.4. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Million)
10.6.10.5. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Million)
10.6.10.6. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Million)
10.6.10.7. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Million)
Chapter 11. Competitive Landscape
11.1. Recent Developments & Impact Analysis by Key Market Participants
11.2. Company Categorization
11.3. Company Market Share Analysis
11.4. Company Heat Map Analysis
11.5. Strategy Mapping
11.5.1. Expansion
11.5.2. Mergers & Acquisition
11.5.3. Partnerships & Collaborations
11.5.4. New Product Launches
11.5.5. Research And Development
11.6. Company Profiles
11.6.1. Adobe Inc.
11.6.1.1. Participant’s Overview
11.6.1.2. Financial Performance
11.6.1.3. Product Benchmarking
11.6.1.4. Recent Developments
11.6.2. Avaya Inc.
11.6.2.1. Participant’s Overview
11.6.2.2. Financial Performance
11.6.2.3. Product Benchmarking
11.6.2.4. Recent Developments
11.6.3. Clarabridge
11.6.3.1. Participant’s Overview
11.6.3.2. Financial Performance
11.6.3.3. Product Benchmarking
11.6.3.4. Recent Developments
11.6.4. Freshworks Inc.
11.6.4.1. Participant’s Overview
11.6.4.2. Financial Performance
11.6.4.3. Product Benchmarking
11.6.4.4. Recent Developments
11.6.5. Genesys
11.6.5.1. Participant’s Overview
11.6.5.2. Financial Performance
11.6.5.3. Product Benchmarking
11.6.5.4. Recent Developments
11.6.6. International Business Machines Corporation
11.6.6.1. Participant’s Overview
11.6.6.2. Financial Performance
11.6.6.3. Product Benchmarking
11.6.6.4. Recent Developments
11.6.7. Medallia Inc.
11.6.7.1. Participant’s Overview
11.6.7.2. Financial Performance
11.6.7.3. Product Benchmarking
11.6.7.4. Recent Developments
11.6.8. Miraway
11.6.8.1. Participant’s Overview
11.6.8.2. Financial Performance
11.6.8.3. Product Benchmarking
11.6.8.4. Recent Developments
11.6.9. Open Text Corporation
11.6.9.1. Participant’s Overview
11.6.9.2. Financial Performance
11.6.9.3. Product Benchmarking
11.6.9.4. Recent Developments
11.6.10. Oracle Corporation
11.6.10.1. Participant’s Overview
11.6.10.2. Financial Performance
11.6.10.3. Product Benchmarking
11.6.10.4. Recent Developments
11.6.11. Qualtrics
11.6.11.1. Participant’s Overview
11.6.11.2. Financial Performance
11.6.11.3. Product Benchmarking
11.6.11.4. Recent Developments
11.6.12. SAP SE
11.6.12.1. Participant’s Overview
11.6.12.2. Financial Performance
11.6.12.3. Product Benchmarking
11.6.12.4. Recent Developments
11.6.13. SAS Institute Inc.
11.6.13.1. Participant’s Overview
11.6.13.2. Financial Performance
11.6.13.3. Product Benchmarking
11.6.13.4. Recent Developments
11.6.14. Service Management Group (SMG)
11.6.14.1. Participant’s Overview
11.6.14.2. Financial Performance
11.6.14.3. Product Benchmarking
11.6.14.4. Recent Developments
11.6.15. Tech Mahindra Limited
11.6.15.1. Participant’s Overview
11.6.15.2. Financial Performance
11.6.15.3. Product Benchmarking
11.6.15.4. Recent Developments
11.6.16. Service Management Group (SMG)
11.6.16.1. Participant’s Overview
11.6.16.2. Financial Performance
11.6.16.3. Product Benchmarking
11.6.16.4. Recent Developments
11.6.17. Tech Mahindra Limited
11.6.17.1. Participant’s Overview
11.6.17.2. Financial Performance
11.6.17.3. Product Benchmarking
11.6.17.4. Recent Developments
11.6.18. Verint
11.6.18.1. Participant’s Overview
11.6.18.2. Financial Performance
11.6.18.3. Product Benchmarking
11.6.18.4. Recent Developments
11.6.19. Zendesk
11.6.19.1. Participant’s Overview
11.6.19.2. Financial Performance
11.6.19.3. Product Benchmarking
11.6.19.4. Recent Developments
List of Tables
Table 1 Customer Experience Management market 2018 - 2030 (USD Million)
Table 2 Global customer experience management market estimates and forecasts by region, 2018 - 2030 (USD Million)
Table 3 Global customer experience management market estimates and forecasts by offering, 2018 - 2030 (USD Million)
Table 4 Global customer experience management market estimates and forecasts by analytical tools, 2018 - 2030 (USD Million)
Table 5 Global customer experience management market estimates and forecasts by touch point type, 2018 - 2030 (USD Million)
Table 6 Global customer experience management market estimates and forecasts by deployment, 2018 - 2030 (USD Million)
Table 7 Global customer experience management market estimates and forecasts by organization size, 2018 - 2030 (USD Million)
Table 8 Global customer experience management market estimates and forecasts by end-use, 2018 - 2030 (USD Million)
Table 9 Offering market by region, 2018 - 2030 (USD Million)
Table 10 Solution market by region, 2018 - 2030 (USD Million)
Table 11 Services market by region, 2018 - 2030 (USD Million)
Table 12 analytical tools market by region, 2018 - 2030 (USD Million)
Table 13 EFM software market by region, 2018 - 2030 (USD Million)
Table 14 Speech analytics market by region, 2018 - 2030 (USD Million)
Table 15 Text analytics market by region, 2018 - 2030 (USD Million)
Table 16 Web Analytics & Content Management market by region, 2018 - 2030 (USD Million)
Table 17 Others market by region, 2018 - 2030 (USD Million)
Table 18 Touch point type market by region, 2018 - 2030 (USD Million)
Table 19 Stores/Branches market by region, 2018 - 2030 (USD Million)
Table 20 Call Centers market by region, 2018 - 2030 (USD Million)
Table 21 Social media platform market by region, 2018 - 2030 (USD Million)
Table 22 Email market by region, 2018 - 2030 (USD Million)
Table 23 Mobile market by region, 2018 - 2030 (USD Million)
Table 24 Web services market by region, 2018 - 2030 (USD Million)
Table 25 Others market by region, 2018 - 2030 (USD Million)
Table 26 Deployment market by region, 2018 - 2030 (USD Million)
Table 27 Cloud market by region, 2018 - 2030 (USD Million)
Table 28 On-premise market by region, 2018 - 2030 (USD Million)
Table 29 Organization Sizemarket by region, 2018 - 2030 (USD Million)
Table 30 Large Enterprises market by region, 2018 - 2030 (USD Million)
Table 31 Small & medium enterprises market by region, 2018 - 2030 (USD Million)
Table 32 End use market by region, 2018 - 2030 (USD Million)
Table 33 BFSI market by region, 2018 - 2030 (USD Million)
Table 34 Retail market by region, 2018 - 2030 (USD Million)
Table 35 Healthcare market by region, 2018 - 2030 (USD Million)
Table 36 IT & telecommunications market by region, 2018 - 2030 (USD Million)
Table 37 Manufacturing market by region, 2018 - 2030 (USD Million)
Table 38 Government, energy & utilities market by region, 2018 - 2030 (USD Million)
Table 39 Construction, real estate & property management market by region, 2018 - 2030 (USD Million)
Table 40 Service Business market by region, 2018 - 2030 (USD Million)
Table 41 Others market by region, 2018 - 2030 (USD Million)
Table 42 North America customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 43 North America customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 44 North America customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 45 North America customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 46 North America customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 47 North America customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 48 U.S. customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 49 U.S. customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 50 U.S. customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 51 U.S. customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 52 U.S. customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 53 U.S. customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 54 Canada customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 55 Canada customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 56 Canada customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 57 Canada customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 58 Canada customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 59 Canada customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 60 Europe customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 61 Europe customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 62 Europe customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 63 Europe customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 64 Europe customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 65 Europe customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 66 U.K. customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 67 U.K. customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 68 U.K. customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 69 U.K. customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 70 U.K. customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 71 U.K. customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 72 Germany customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 73 Germany customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 74 Germany customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 75 Germany customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 76 Germany customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 77 Germany customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 78 France customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 79 France customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 80 France customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 81 France customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 82 France customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 83 France customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 84 Italy customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 85 Italy customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 86 Italy customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 87 Italy customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 88 Italy customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 89 Italy customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 90 Denmark customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 91 Denmark customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 92 Denmark customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 93 Denmark customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 94 Denmark customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 95 Denmark customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 96 Finland customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 97 Finland customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 98 Finland customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 99 Finland customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 100 Finland customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 101 Finland customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 102 Norway customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 103 Norway customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 104 Norway customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 105 Norway customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 106 Norway customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 107 Norway customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 108 Sweden customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 109 Sweden customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 110 Sweden customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 111 Sweden customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 112 Sweden customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 113 Sweden customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 114 Asia Pacific customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 115 Asia Pacific customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 116 Asia Pacific customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 117 Asia Pacific customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 118 Asia Pacific customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 119 Asia Pacific customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 120 China customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 121 China customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 122 China customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 123 China customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 124 China customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 125 China customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 126 India customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 127 India customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 128 India customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 129 India customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 130 India customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 131 India customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 132 Japan customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 133 Japan customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 134 Japan customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 135 Japan customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 136 Japan customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 137 Japan customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 138 South Korea customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 139 South Korea customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 140 South Korea customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 141 South Korea customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 142 South Korea customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 143 South Korea customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 144 Australia customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 145 Australia customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 146 Australia customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 147 Australia customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 148 Australia customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 149 Australia customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 150 New Zealand customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 151 New Zealand customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 152 New Zealand customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 153 New Zealand customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 154 New Zealand customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 155 New Zealand customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 156 Latin America customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 157 Latin America customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 158 Latin America customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 159 Latin America customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 160 Latin America customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 161 Latin America customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 162 Brazil customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 163 Brazil customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 164 Brazil customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 165 Brazil customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 166 Brazil customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 167 Brazil customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 168 Mexico customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 169 Mexico customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 170 Mexico customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 171 Mexico customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 172 Mexico customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 173 Mexico customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 174 MEA customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 175 MEA customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 176 MEA customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 177 MEA customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 178 MEA customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 179 MEA customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 180 UAE customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 181 UAE customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 182 UAE customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 183 UAE customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 184 UAE customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 185 UAE customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 186 Saudi Arabia customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 187 Saudi Arabia customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 188 Saudi Arabia customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 189 Saudi Arabia customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 190 Saudi Arabia customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 191 Saudi Arabia customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
Table 192 South Africa customer experience management market, by offering, 2018 - 2030 (Revenue, USD Million)
Table 193 South Africa customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Million)
Table 194 South Africa customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Million)
Table 195 South Africa customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Million)
Table 196 South Africa customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Million)
Table 197 South Africa customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Million)
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 (1/3)
Fig. 9 Segment Snapshot (2/3)
Fig. 10 Segment Snapshot (3/3)
Fig. 11 Competitive Landscape Snapshot
Fig. 12 Customer Experience Management Market: Industry Value Chain Analysis
Fig. 13 Customer Experience Management Market: Market Dynamics
Fig. 14 Customer Experience Management Market: PORTER’s Analysis
Fig. 15 Customer Experience Management Market: PESTEL Analysis
Fig. 16 Customer Experience Management Market Share by Offering, 2023 & 2030 (USD Million)
Fig. 17 Customer Experience Management Market, by Offering: Market Share, 2023 & 2030
Fig. 18 Solution Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 19 Services Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 20 Customer Experience Management Market Share by Analytical Tools, 2023 & 2030 (USD Million)
Fig. 21 Customer Experience Management Market , by Analytical Tools: Market Share, 2023 & 2030
Fig. 22 EFM Software Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 23 Speech Analytics Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 24 Text Analytics Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 25 Web Analytics & Content Management Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 26 Others Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 27 Customer Experience Management Market Share by Touch Point Type, 2023 & 2030 (USD Million)
Fig. 28 Customer Experience Management Market , by Touch Point Type: Market Share, 2023 & 2030
Fig. 29 Stores/Branches Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 30 Call Centers Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 31 Social Media Platform Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 32 Email Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 33 Mobile Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 34 Web Services Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 35 Others Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 36 Customer Experience Management Market Share by Deployment, 2023 & 2030 (USD Million)
Fig. 37 Customer Experience Management Market , by Deployment: Market Share, 2023 & 2030
Fig. 38 Cloud Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 39 On-premise Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 40 Customer Experience Management Market Share by End-use, 2023 & 2030 (USD Million)
Fig. 41 Customer Experience Management Market , by End-use: Market Share, 2023 & 2030
Fig. 42 BFSI Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 43 Retail Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 44 Healthcare Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 45 IT & Telecom Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 46 Manufacturing Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 47 Government, Energy & Utilities Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 48 Construction, Real Estate & Property Management Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 49 Service Business Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 50 Others Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Million)
Fig. 51 Regional Marketplace: Key Takeaways
Fig. 52 North America Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 53 U.S. Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 54 Canada Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 55 Europe Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 56 U.K. Customer Experience Management Market Estimates and Forecasts, 2018 - 2030) (USD Million)
Fig. 57 Germany Customer Experience Management Market Estimates and Forecasts, (2018 - 2030) (USD Million)
Fig. 58 France Customer Experience Management Market Estimates and Forecasts, (2018 - 2030) (USD Million)
Fig. 59 Italy Customer Experience Management Market Estimates and Forecasts, 2018 - 2030) (USD Million)
Fig. 60 Denmark Customer Experience Management Market Estimates and Forecasts, (2018 - 2030) (USD Million)
Fig. 61 Finland Customer Experience Management Market Estimates and Forecasts, (2018 - 2030) (USD Million)
Fig. 62 Norway Customer Experience Management Market Estimates and Forecasts, (2018 - 2030) (USD Million)
Fig. 63 Sweden Customer Experience Management Market Estimates and Forecasts, (2018 - 2030) (USD Million)
Fig. 64 Asia Pacific Customer Experience Management Market Estimates and Forecast, 2018 - 2030 (USD Million)
Fig. 65 China Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 66 Japan Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 67 India Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 68 South Korea Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 69 Australia Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 70 New Zealand Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 71 Latin America Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 72 Brazil Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 73 Mexico Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 74 MEA Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 75 Saudi Arabia Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 76 UAE Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 77 South Africa Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
Fig. 78 Key Company Categorization
Fig. 79 Company Market Positioning
Fig. 80 Key Company Market Share Analysis, 2023
Fig. 81 Strategic Framework
Market Segmentation
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.
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.
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.
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.
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
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
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.
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.
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).
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:
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.
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.
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.
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.
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
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.
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.
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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