Customer Experience Management Market
Customer Experience Management (CEM) Market Size, Share & Trends Analysis Report by Deployment (On-Premise and On-Demand), by End-Use (Telecom & IT, Energy and Utilities, Manufacturing, Healthcare, BFSI and Other) and Forecast, 2019-2025
Customer Experience Management (CEM) market is expected to register significant growth over the forecast period. CEM focuses on creating a differentiated experience at various touchpoints that the customer chooses to interact with the company. The growing traction of cloud-based customer experience management among various companies has surged the growth of customer experience management market. The key factor propelling the growth of the CEM market is the increasing focus of various organizations to retain their customers by providing enhanced customer experience across various channels. Customer experience management enables the organizations to strengthen brand presence, increase customer loyalty and reduce customer churn, thus, resulting in the market growth of the market.
Segmental Outlook
The customer experience management market is segmented on the basis of deployment and end-user. Based on deployment, the market is further classified into on-premise and on-demand deployment. Based on the end-user, the customer experience management market is segmented into telecom & it, energy and utilities, retail, manufacturing, healthcare, BFSI, and others (retail).
Customer Experience Management Market Share by End-User, 2018 (%)
The retail end-user segment is projected to have significant growth in the market
The retail segment is expected to show considerable growth over the forecast period as various retailers are focusing to deliver enhanced customer experience during buying and further interacting with the brand or the company. The growing demand for structured analytics customer experience management technology to maintain detailed information about the customer profile is driving the growth of the market. Moreover, customers are seeking various technological solutions to get information and to make purchase decisions. The retailers through various touchpoints such as call centers, web services, mobile, and social media, collect the customer information and may get customer preferences by analyzing the personalized insights. Therefore, the retailers through customer insights deliver enhanced customer experience.
Regional Outlook
Moreover, the CEM market further classified based on geography including North America, Europe, Asia-Pacific and Rest of the World. North America is expected to register significant growth over the forecast period owing to the increased demand for customer experience management software in various industry verticals such as BFSI, telecom & IT, healthcare. Moreover, the rapid digital technology growth coupled with the integration of AI and data analytics in customer experience management software has propelled the market share of customer experience management in North America.
Customer Experience Management Market Growth, by Region 2019-2025
Asia-Pacific is Estimated to Exhibit Considerable Growth in the Market
The CEM market is rapidly expanding in the Asia-Pacific and witnessing a significant growth specifically in the countries including China, India, Thailand, Indonesia, Vietnam, and the Philippines. The factors propelling the rising demand for consumer experience management software are the wide base of call centers, increasing penetration of social media among consumers, rising disposable income. Moreover, increased investment by various private organizations to enhance the customer experience has surged the market share of customer experience management.
Market Players Outlook
The major players that contribute to the growth of the customer experience management market include Adobe System Inc., Avaya, Inc., CA Technologies, Inc., NICE Systems, Inc., Chime Technologies Inc, Clarabridge, Freshworks Inc., IBM Corp., Nokia Networks, Oracle Corp., Qualtrics, SAP SE, Tech Mahindra, Ltd., and others. These market players are contributing to the market by adopting various market approaches including product launch & approvals, merger & acquisition, partnerships collaborations, and others for gaining a strong position in the market.
Recent Developments
- In May 2019, Medallia Inc., customer experience management service provider, has announced to acquire Strikedeck, an advanced platform enabling companies to drive customer success (CS). The acquisition provides the company to expand its product portfolio in B2B customer experience management. The companies will provide information such as renewals of account, product adoption, and usage, subscriptions, billing along with other information to the client.
- In January 2019, SAP SE has acquired Qualtrics International Inc., customer experience management software provider. The acquisitions provide the company to expand its product portfolio and to extend its geographical outreach.
The Report Covers
- Market value data analysis of 2018 and forecast to 2025.
- Annualized market revenues ($ million) for each market segment.
- Country-wise analysis of major geographical regions.
- Key companies operating in the global CEM market. Based on the availability of data, information related to pipeline products, and relevant news is also available in the report.
- Analysis of business strategies by identifying the key market segments positioned for strong growth in the future.
- Analysis of market-entry and market expansion strategies.
- Competitive strategies by identifying ‘who-stands-where’ in the market.
1. Report Summary
1.1. Research Methods and Tools
1.2. Market Breakdown
1.2.1. By Segments
1.2.2. By Geography
1.2.3. By Stakeholders
2. Market Overview and Insights
2.1. Scope of the Report
2.2. Analyst Insight & Current Market Trends
2.2.1. Key Findings
2.2.2. Recommendations
2.2.3. Conclusion
2.3. Regulations
3. Competitive Landscape
3.1. Company Share Analysis
3.2. Key Strategy Analysis
3.3. Key Company Analysis
3.3.1. Adobe Systems Inc.
3.3.1.1. Overview
3.3.1.2. Financial Analysis
3.3.1.3. SWOT Analysis
3.3.1.4. Recent Developments
3.3.2. IBM Corp.
3.3.2.1. Overview
3.3.2.2. Financial Analysis
3.3.2.3. SWOT Analysis
3.3.2.4. Recent Developments
3.3.3. Zendesk, Inc.
3.3.3.1. Overview
3.3.3.2. Financial Analysis
3.3.3.3. SWOT Analysis
3.3.3.4. Recent Developments
3.3.4. Avaya Inc.
3.3.4.1. Overview
3.3.4.2. Financial Analysis
3.3.4.3. SWOT Analysis
3.3.4.4. Recent Developments
3.3.5. SAP SE
3.3.5.1. Overview
3.3.5.2. Financial Analysis
3.3.5.3. SWOT Analysis
3.3.5.4. Recent Developments
4. Market Determinants
4.1. Motivators
4.2. Restraints
4.3. Opportunities
5. Market Segmentation
5.1. Global Customer Experience Management Market by Deployment
5.1.1. On-Premise Deployment
5.1.2. On-Demand Deployment
5.2. Global Customer Experience Management Market by End-User
5.2.1. Telecom & IT
5.2.2. Energy and utilities
5.2.3. Manufacturing
5.2.4. Healthcare
5.2.5. BFSI
5.2.6. Other (Retail)
6. REGIONAL ANALYSIS
6.1. North America
6.1.1. US
6.1.2. Canada
6.2. Europe
6.2.1. UK
6.2.2. Germany
6.2.3. Italy
6.2.4. Spain
6.2.5. France
6.2.6. Rest of Europe
6.3. Asia-Pacific
6.3.1. China
6.3.2. India
6.3.3. Japan
6.3.4. Rest of Asia-Pacific
6.4. Rest of the World
7. COMPANY PROFILES
7.1. Adobe System, Inc.
7.2. Avaya, Inc.
7.3. CA Technologies, Inc.
7.4. Clarabridge, Inc.
7.5. Freshworks, Inc.
7.6. Genesys Telecommunications Laboratories, Inc.
7.7. IBM Corp.
7.8. Medallia, Inc.
7.9. NICE Systems, Inc.
7.10. Nokia Corp.
7.11. OpenText Corp.
7.12. Oracle Corp.
7.13. Qualtrics
7.14. SAP SE
7.15. SAS Institute, Inc.
7.16. SDL PLC
7.17. Sitecore Holding II A/S
7.18. Tech Mahindra, Ltd.
7.19. Verint System, Inc.
7.20. Zendesk, Inc.
1. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2018-2025 ($ MILLION)
2. GLOBAL ON-PREMISE DEPLOYMENT MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)
3. GLOBAL ON-DEMAND DEPLOYMENT MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)
4. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY END-USER, 2018-2025 ($ MILLION)
5. GLOBAL TELECOM & IT MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)
6. GLOBAL ENERGY & UTILITIES MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)
7. GLOBAL MANUFACTURING MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)
8. GLOBAL HEALTHCARE MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)
9. GLOBAL BFSI MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)
10. GLOBAL OTHER END-USER MARKET RESEARCH AND ANALYSIS BY REGION, 2018-2025 ($ MILLION)
11. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY GEOGRAPHY, 2018-2025 ($ MILLION)
12. NORTH AMERICAN CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2018-2025 ($ MILLION)
13. NORTH AMERICAN CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2018-2025 ($ MILLION)
14. NORTH AMERICAN CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY END-USER, 2018-2025 ($ MILLION)
15. EUROPEAN CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2018-2025 ($ MILLION)
16. EUROPEAN CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2018-2025 ($ MILLION)
17. EUROPEAN CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY END-USER, 2018-2025 ($ MILLION)
18. ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY COUNTRY, 2018-2025 ($ MILLION)
19. ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2018-2025 ($ MILLION)
20. ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY END-USER, 2018-2025 ($ MILLION)
21. REST OF THE WORLD CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY DEPLOYMENT, 2018-2025 ($ MILLION)
22. REST OF THE WORLD CUSTOMER EXPERIENCE MANAGEMENT MARKET RESEARCH AND ANALYSIS BY END-USER, 2018-2025 ($ MILLION)
1. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SHARE BY DEPLOYMENT, 2018 VS 2025 (%)
2. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SHARE BY END-USER, 2018 VS 2025 (%)
3. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SHARE BY GEOGRAPHY, 2018 VS 2025 (%)
4. US CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2018-2025 ($ MILLION)
5. CANADA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2018-2025 ($ MILLION)
6. UK CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2018-2025 ($ MILLION)
7. FRANCE CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2018-2025 ($ MILLION)
8. GERMANY CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2018-2025 ($ MILLION)
9. ITALY CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2018-2025 ($ MILLION)
10. SPAIN CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2018-2025 ($ MILLION)
11. REST OF EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2018-2025 ($ MILLION)
12. INDIA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2018-2025 ($ MILLION)
13. CHINA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2018-2025 ($ MILLION)
14. JAPAN CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2018-2025 ($ MILLION)
15. REST OF ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2018-2025 ($ MILLION)
16. REST OF THE WORLD CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2018-2025 ($ MILLION)
