North America Customer Experience Management Market Size, Share & Trends Report

North America Customer Experience Management Market Size, Share & Trends Analysis Report By Analytical Tool, By Touch Point Type, By End User, By Deployment, And Segment Forecasts, 2019 - 2025

  • Report ID: GVR-4-68039-914-4
  • Number of Pages: 103
  • Format: Electronic (PDF)
  • Historical Range: 2015 - 2017
  • Industry: Technology

Table of Content

Chapter 1 Executive Summary
Chapter 2 Methodology and Scope
                    2.1 Research Methodology
                    2.2 Assumptions
                    2.3 List of Data Sources
Chapter 3 Introduction
                    3.1 Research Scope & Market Segmentation
Chapter 4 Market Trends: Drivers & Opportunities
                    4.1 Key Industry Trends
                         4.1.1 Technology trends
                         4.1.2 Supplier/vendor trends
                         4.1.3 Regulatory trends
                         4.1.4 Buyer/application trends
                    4.2 Market Driver Analysis
                         4.2.1 Proliferation of digital technology
                         4.2.2 Increasing need for customer retention
                         4.2.3 Growing demand for cloud-based CEM in SMBs
                    4.3 Market Restraint Analysis
                         4.3.1 Inconsistent customer experience across multiple channels
                    4.4 Value Chain Analysis
                    4.5 Opportunity Assessment
                    4.6 Porter’s Five Forces Analysis
                    4.7 Key Company Analysis
                         4.7.1 CEM market: Key company analysis, 2018
                    4.8 PESTEL Analysis
Chapter 5 Customer Experience Management (CEM) Market Trends, By Analytical Tool
                    5.1 North America Customer Experience Management (CEM) Market: Analytical Tool Movement Analysis, 2018 & 2025
                    5.2 Enterprise Feed Management (EFM) Software
                         5.2.1 North America CEM market for EFM software segment, by countries, 2015 - 2025 (USD Million)
                    5.3 Speech Analytics
                         5.3.1 North America CEM market for speech analytics segment, by countries, 2015 - 2025 (USD Million)
                    5.4 Text Analytics
                         5.4.1 North America CEM market for text analytics segment, by countries, 2015 - 2025 (USD Million)
                    5.5 Web Analytics
                         5.5.1 North America CEM market for web analytics segment, by countries, 2015 - 2025 (USD Million)
                    5.6 Other Analytics
                         5.6.1 North America CEM market for other analytics segment, by countries, 2015 - 2025 (USD Million)
Chapter 6 Customer Experience Management (CEM) Market Trends, By Touch Point Type
                    6.1 North America Customer Experience Management (CEM) Market: Touch Point Type Movement Analysis, 2018 & 2025
                    6.2 Store/Branches
                         6.2.1 North America CEM market for store/branches segment, by countries, 2015 - 2025 (USD Million)
                    6.3 Call Centers
                         6.3.1 North America CEM market for call centers segment, by countries, 2015 - 2025 (USD Million)
                    6.4 Social Media Platform
                         6.4.1 North America CEM market for social media platform segment, by countries, 2015 - 2025 (USD Million)
                    6.5 Email
                         6.5.1 North America CEM market for email segment, by countries, 2015 - 2025 (USD Million)
                    6.6 Mobile
                         6.6.1 North America CEM market for mobile segment, by countries, 2015 - 2025 (USD Million)
                    6.7 Web Services
                         6.7.1 North America CEM market for web services segment, by countries, 2015 - 2025 (USD Million)
                    6.8 Others
                         6.8.1 North America CEM market for others segment, by countries, 2015 - 2025 (USD Million)
Chapter 7 Customer Experience Management (CEM) Market Trends, By Deployment Type
                    7.1 North America Customer Experience Management (CEM) Market: Deployment Movement Analysis, 2018 & 2025
                    7.2 Cloud
                         7.2.1 North America CEM market for cloud segment, by countries, 2015 - 2025 (USD Million)
                    7.3 On-premise
                         7.3.1 North America CEM market for on-premise segment, by countries, 2015 - 2025 (USD Million)
Chapter 8 Customer Experience Management (CEM) Market Trends, By End User
                    8.1 North America Customer Experience Management (CEM) Market: End User Movement Analysis, 2018 & 2025
                    8.2 BFSI
                         8.2.1 North America CEM market for BFSI segment, by countries, 2015 - 2025 (USD Million)
                    8.3 Retail
                         8.3.1 North America CEM market for retail segment, by countries, 2015 - 2025 (USD Million)
                    8.4 Healthcare
                         8.4.1 North America CEM market for healthcare segment, by countries, 2015 - 2025 (USD Million)
                    8.5 IT & Telecom
                         8.5.1 North America CEM market for IT & telecom segment, by countries, 2015 - 2025 (USD Million)
                    8.6 Manufacturing
                         8.6.1 North America CEM market for manufacturing segment, by countries, 2015 - 2025 (USD Million)
                    8.7 Government, Energy & Utilities
                         8.7.1 North America CEM market for government, energy & utilities segment, by countries, 2015 - 2025 (USD Million)
                    8.8 Others
                         8.8.1 North America CEM market for others segment, by countries, 2015 - 2025 (USD Million)
Chapter 9 North America Customer Experience Management (CEM) Market Trends, By Country
                    9.1 North America Customer Experience Management (CEM) market, 2015 - 2025 (USD Million)
                    9.2 U.S.
                         9.2.1 U.S. CEM market, by analytical tool segment, 2015 - 2025 (USD Million)
                         9.2.2 U.S. CEM market, by touch point type segment, 2015 - 2025 (USD Million)
                         9.2.3 U.S. CEM market, by deployment segment, 2015 - 2025 (USD Million)
                         9.2.4 U.S. CEM market, by end user segment, 2015 - 2025 (USD Million)
                    9.3 Canada
                         9.3.1 Canada CEM market, by analytical tool segment, 2015 - 2025 (USD Million)
                         9.3.2 Canada CEM market, by touch point type segment, 2015 - 2025 (USD Million)
                         9.3.3 Canada CEM market, by deployment segment, 2015 - 2025 (USD Million)
                         9.3.4 Canada CEM market, by end user segment, 2015 - 2025 (USD Million)
Chapter 10 Competitive landscape
                    10.1 Company Profiles
                         10.1.1 Adobe
                              10.1.1.1 Company overview
                              10.1.1.2 Product benchmarking
                              10.1.1.3 Financial performance
                              10.1.1.4 Recent initiatives
                         10.1.2 Avaya Inc.
                              10.1.2.1 Company overview
                              10.1.2.2 Product benchmarking
                              10.1.2.3 Financial performance
                              10.1.2.4 Recent initiatives
                         10.1.3 Clarabridge
                              10.1.3.1 Company overview
                              10.1.3.2 Product benchmarking
                              10.1.3.3 Recent initiatives
                         10.1.4 Freshworks Inc.
                              10.1.4.1 Company overview
                              10.1.4.2 Product benchmarking
                              10.1.4.3 Recent initiatives
                         10.1.5 GENESYS
                              10.1.5.1 Company overview
                              10.1.5.2 Product benchmarking
                              10.1.5.3 Recent initiatives
                         10.1.6 IBM Corporation
                              10.1.6.1 Company overview
                              10.1.6.2 Product benchmarking
                              10.1.6.3 Financial performance
                         10.1.7 Medallia Inc.
                              10.1.7.1 Company overview
                              10.1.7.2 Product benchmarking
                              10.1.7.3 Recent initiatives
                         10.1.8 Nokia Networks
                              10.1.8.1 Company overview
                              10.1.8.2 Product benchmarking
                              10.1.8.3 Recent initiatives
                         10.1.9 Open Text Corporation
                              10.1.9.1 Company overview
                              10.1.9.2 Product benchmarking
                              10.1.9.3 Financial performance
                              10.1.9.4 Recent initiatives
                         10.1.10 Oracle
                              10.1.10.1 Company overview
                              10.1.10.2 Product benchmarking
                              10.1.10.3 Financial performance
                              10.1.10.4 Recent initiatives
                         10.1.11 QUALTRICS
                              10.1.11.1 Company overview
                              10.1.11.2 Product benchmarking
                              10.1.11.3 Recent initiatives
                         10.1.12 SAP SE
                              10.1.12.1 Company overview
                              10.1.12.2 Product benchmarking
                              10.1.12.3 Financial performance
                              10.1.12.4 Recent initiatives
                         10.1.13 SAS INSTITUTE INC.
                              10.1.13.1 Company overview
                              10.1.13.2 Product benchmarking
                         10.1.14 SDL Plc
                              10.1.14.1 Company overview
                              10.1.14.2 Product benchmarking
                              10.1.14.3 Financial performance
                         10.1.15 Tech Mahindra Limited
                              10.1.15.1 Company overview
                              10.1.15.2 Product benchmarking
                              10.1.15.3 Financial performance
                              10.1.15.4 Recent initiatives
                         10.1.16 Verint
                              10.1.16.1 Company overview
                              10.1.16.2 Product benchmarking
                              10.1.16.3 Financial performance
                              10.1.16.4 Recent initiatives
                         10.1.17 Zendesk
                              10.1.17.1 Company overview
                              10.1.17.2 Product benchmarking
                              10.1.17.3 Financial performance
                              10.1.17.4 Recent initiatives


List of Tables

TABLE 1 North America CEM market, 2015 - 2025 (USD Million)
TABLE 2 North America CEM market, by analytical tool, 2015 - 2025 (USD Million)
TABLE 3 North America CEM market, by touch point type, 2015 - 2025 (USD Million)
TABLE 4 North America CEM market, by deployment, 2015 - 2025 (USD Million)
TABLE 5 North America CEM market, by end-user, 2015 - 2025 (USD Million)
TABLE 6 Market driver analysis
TABLE 7 Market restraint analysis
TABLE 8 Market revenue (USD Million) for CEM vendors by analytical tools, 2018
TABLE 9 North America CEM market for EFM software segment, by countries, 2015 - 2025 (USD Million)
TABLE 10 North America CEM market for speech analytics segment, by countries, 2015 - 2025 (USD Million)
TABLE 11 North America CEM market for text analytics segment, by countries, 2015 - 2025 (USD Million)
TABLE 12 North America CEM market for web analytics segment, by countries, 2015 - 2025 (USD Million)
TABLE 13 North America CEM market for others segment, by countries, 2015 - 2025 (USD Million)
TABLE 14 North America CEM market for store/branches segment, by countries, 2015 - 2025 (USD Million)
TABLE 15 North America CEM market for call centers segment, by countries, 2015 - 2025 (USD Million)
TABLE 16 North America CEM market for social media platform segment, by countries, 2015 - 2025 (USD Million)
TABLE 17 North America CEM market for email segment, by countries, 2015 - 2025 (USD Million)
TABLE 18 North America CEM market for mobile segment, by countries, 2015 - 2025 (USD Million)
TABLE 19 North America CEM market for web services segment, by countries, 2015 - 2025 (USD Million)
TABLE 20 North America CEM market for others segment, by countries, 2015 - 2025 (USD Million)
TABLE 21 North America CEM market for cloud segment, by countries, 2015 - 2025 (USD Million)
TABLE 22 North America CEM market for on-premise segment, by countries, 2015 - 2025 (USD Million)
TABLE 23 North America CEM market for BFSI segment, by countries, 2015 - 2025 (USD Million)
TABLE 24 North America CEM market for retail segment, by countries, 2015 - 2025 (USD Million)
TABLE 25 North America CEM market for healthcare segment, by countries, 2015 - 2025 (USD Million)
TABLE 26 North America CEM market for IT & telecom segment, by countries, 2015 - 2025 (USD Million)
TABLE 27 North America CEM market for manufacturing segment, by countries, 2015 - 2025 (USD Million)
TABLE 28 North America CEM market for government, energy & utilities segment, by countries, 2015 - 2025 (USD Million)
TABLE 29 North America CEM market for others segment, by countries, 2015 - 2025 (USD Million)
TABLE 30 North America CEM market by countries, 2015 - 2025 (USD Million)
TABLE 31 U.S. CEM market, by analytical tools segment, 2015 - 2025 (USD Million)
TABLE 32 U.S. CEM market, by touch point type segment, 2015 - 2025 (USD Million)
TABLE 33 U.S. CEM market, by deployment segment, 2015 - 2025 (USD Million)
TABLE 34 U.S. CEM market, by end-user segment, 2015 - 2025 (USD Million)
TABLE 35 Canada CEM market, by analytical tools segment, 2015 - 2025 (USD Million)
TABLE 36 Canada CEM market, by touch point type segment, 2015 - 2025 (USD Million)
TABLE 37 Canada CEM market, by deployment segment, 2015 - 2025 (USD Million)
TABLE 38 Canada CEM market, by end-user segment, 2015 - 2025 (USD Million)


List of Figures

FIG. 1 Market segmentation
FIG. 2 Value chain analysis
FIG. 3 Porter’s five forces analysis
FIG. 4 PESTEL analysis
FIG. 5 North America CEM market movement, by analytical tool, 2018 & 2025
FIG. 6 North America CEM market movement, by touch point type, 2018 & 2025
FIG. 7 North America CEM market movement, by deployment type, 2018 & 2025
FIG. 8 North America CEM market movement, by end user, 2018 & 2025

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