Customer Experience Management Market by Offering (Solutions, Services), Touchpoint, Deployment Type, Organization Size, Vertical (Travel & Hospitality, BFSI, Retail, Healthcare, IT & Telecom) and Region

The global customer experience management market is estimated to be worth USD 11.4 billion in 2023 and is projected to reach USD 20.4 billion by 2028, at a CAGR of 12.2% during the forecast period. The customer experience management market is experiencing significant expansion propelled by technological innovations and a focus on exceptional customer interactions. Businesses are harnessing the potential of customer experience management solutions to tailor engagements, gather actionable insights, and deliver consistent experiences across multiple touchpoints. This paradigm shift is revolutionizing the way companies engage with customers, enhancing loyalty, and cultivating brand advocacy. From data analytics to personalized strategies, customer experience management solutions are reshaping industries, fostering satisfaction, and driving sustainable growth in a rapidly evolving market.

The services segment to record a higher growth rate during the forecast period.

As businesses increasingly recognize the significance of holistic customer experience management strategies, the demand for specialized services is expected to surge. These services encompass a range of offerings, from consulting and implementation to training and support. With a focus on tailoring solutions to meet specific business needs and enhance customer engagement, the services segment plays a pivotal role in guiding companies towards achieving their customer satisfaction and loyalty goals. This emphasis on comprehensive services is set to contribute significantly to the growth trajectory of the customer experience management market, underscoring its importance in enabling successful CEM implementation.

Large Enterprises are expected to hold a larger market share during the forecast period.

Large Enterprises are poised to maintain a significant market share in the customer experience management landscape throughout the forecast period. Their extensive resources, technological capabilities, and established market presence enable them to adopt sophisticated customer-centric strategies. By focusing on tailored interactions, data-driven insights, and seamless multichannel engagement, Large Enterprises are leading the way in implementing advanced customer experience management solutions. This proactive approach allows them to leverage analytics, artificial intelligence, and cutting-edge platforms, thus enhancing customer satisfaction and solidifying their competitive edge. As the market continues to evolve, the enduring influence of Large Enterprises is set to shape the course of the industry, sustaining their substantial market share.

Asia Pacific to have a higher growth rate during the forecast period.

With a dynamic blend of technological advancements and a burgeoning consumer landscape, this region offers fertile ground for nurturing customer-centric strategies. As businesses increasingly recognize the value of personalized engagements, data-informed insights, and streamlined interactions, the Asia Pacific market emerges as a hub for innovation in customer experience management. Empowered by a commitment to digital transformation and a cultural emphasis on customer satisfaction, businesses within this region are well-positioned to drive the evolution of customer experience practices. The Asia Pacific's growing economic significance and technological prowess position it as a key catalyst for growth, promising to redefine global standards in customer interactions and experiences.

Breakdown of primaries

The study contains insights from various industry experts, from solution vendors to Tier 1 companies. The breakdown of the primaries is as follows:

By Company Type: Tier 1 - 62%, Tier 2 - 23%, and Tier 3 - 15%
By Designation: C-level - 38%, Directors - 30% and Others - 32%
By Region: North America - 40%, Europe -15%, APAC - 35%, Middle East and Africa - 5% and Latin America - 5%

The major players in the customer experience management market are Adobe (US), IBM (US), Oracle (US), Avaya (US), Nice (Israel), Nokia (Finland), SAP (Germany), OpenText (Canada), Tech Mahindra (India), Verint Systems (US), Zendesk (US), Teradata (US), Sprinklr (US), Medallia (US), InMoment (US), SAS (US), Clarabridge (US), Sitecore (US), NGDATA (Belgium), Amperity (US), Mixpanel (US), Segment.io (US), Skyvera (US), MindTouch (US), Algonomy (US), and Sogolytics (US).

The study includes an in-depth competitive analysis of these key players in the customer experience management market, with their company profiles, recent developments, and key market strategies.

Research Coverage

The market study covers the customer experience management market market across different segments. It aims to estimate the market size and the growth potential across different segments based on offering, touchpoint, deployment type, organization size, verticals, and regions. The study also includes an in-depth competitive analysis of the key market players, their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.

Reasons to buy this report

The report will help the market leaders/new entrants with information on the closest approximations of the revenue numbers for the overall customer experience management market and the subsegments. This report will help stakeholders understand the competitive landscape and gain more insights to position their businesses better and to plan suitable go-to-market strategies. The report also helps stakeholders understand the market pulse and provides information on key market drivers, restraints, challenges, and opportunities.

The report provides insights on the following pointers:

As businesses recognize the pivotal role of customer satisfaction and loyalty, there is a mounting demand for comprehensive customer experience management solutions. These encompass a range of tools, from advanced analytics and AI-driven insights to integrated communication platforms, enabling organizations to gain a deeper understanding of customer preferences, fine-tune strategies, and deliver consistent experiences. While challenges like the need for alignment and technology integration are acknowledged, the report underscores the dynamic landscape of customer-centric strategies and evolving market trends, the report also offers valuable insights into the future trajectory of the customer experience management market.
Product Development/Innovation: Detailed insights on coming technologies, R&D activities, and product & solution launches in the customer experience management market
Market Development: Comprehensive information about lucrative markets - the report analyses the customer experience management market across varied regions
Market Diversification: Exhaustive information about new products & solutions being developed, untapped geographies, recent developments, and investments in the customer experience management market
Competitive Assessment: In-depth assessment of market shares, growth strategies, and service offerings of leading players like Adobe (US), IBM (US), Oracle (US), Avaya (US), Nice (Israel), Nokia (Finland), SAP (Germany), OpenText (Canada), Tech Mahindra (India), Verint Systems (US), Zendesk (US), Teradata (US), Sprinklr (US), Medallia (US), InMoment (US), SAS (US), Clarabridge (US), Sitecore (US), NGDATA (Belgium), Amperity (US), Mixpanel (US), Segment.io (US), Skyvera (US), MindTouch (US), Algonomy (US), and Sogolytics (US)

1 Introduction

1.1 Study Objectives
1.2 Market Definition
1.2.1 Inclusions and Exclusions
1.3 Study Scope
1.3.1 Market Segmentation
1.3.2 Regional Scope
1.4 Years Considered
1.5 Currency Considered
Table 1 USD Exchange Rates, 2020-2022
1.6 Stakeholders
1.7 Summary of Changes

2 Research Methodology

2.1 Research Data
Figure 1 Customer Experience Management Market: Research Design
2.1.1 Secondary Data
2.1.2 Primary Data
2.1.2.1 Breakup of Primary Participants
Figure 2 Breakup of Profiles of Primary Participants: by Company Type, Designation, and Region
2.2 Data Triangulation
2.3 Market Size Estimation
2.3.1 Top-Down Approach
Figure 3 Market Size Estimation: Top-Down Approach (Spending-Side Analysis)
2.3.2 Bottom-Up Approach
Figure 4 Market Size Estimation: Bottom-Up Approach (Supply-Side Analysis) (1/2)
Figure 5 Market Size Estimation: Bottom-Up Approach (Supply-Side Analysis) (2/2)
2.4 Market Forecast
Table 2 Factor Analysis
2.5 Research Assumptions
2.6 Limitations and Risk Assessment
2.7 Recession Impact
Figure 6 Customer Experience Management Market: Recession Impact

3 Executive Summary

Figure 7 Customer Experience Management Market, 2021-2028
Figure 8 Major Segments in Market, 2023
Figure 9 Market: Regional Share and Key Driving Factors, 2023

4 Premium Insights

4.1 Attractive Opportunities for Key Players in Customer Experience Management Market
Figure 10 Growing Need to Enhance Customer Loyalty to Drive Market
4.2 Market, by Offering
Figure 11 Solutions Segment to Lead Market in 2023
4.3 Market, by Service
Figure 12 Managed Services Segment to Account for Larger Share in 2023
4.4 Market, by Professional Service
Figure 13 Deployment & Integration Services Segment to Account for Largest Share in 2023
4.5 Market, by Vertical
Figure 14 Retail Segment to Lead Market in 2023
4.6 Market, by Deployment Mode
Figure 15 Cloud Segment to Lead Market in 2023
4.7 Customer Experience Management Market, by Region
Figure 16 Asia-Pacific to Grow at Highest Rate During Forecast Period
4.8 Asia-Pacific: Market, by Offering and Key Country
Figure 17 Solutions Segment and Australia & New Zealand to Account for Significant Share in 2023
4.9 Market, by Country
Figure 18 India to Register Highest Growth During Forecast Period

5 Market Overview and Industry Trends

5.1 Introduction
5.2 Market Dynamics
Figure 19 Customer Experience Management Market: Drivers, Restraints, Opportunities, and Challenges
5.2.1 Drivers
5.2.1.1 Increased Need to Establish Learning Behavior with Customers
5.2.1.2 Demand for Enhanced Customer Satisfaction and Responsiveness
5.2.1.3 Need for Companies to Drive Increased Customer Loyalty
5.2.1.4 Focus on Establishing Coordination Among Customer Contact Channels and Customer Experience Management Personnel
5.2.1.5 Growing Emphasis on Customer Lifetime Value
5.2.1.6 Rising Demand for Customer Experience Management Solutions
5.2.1.7 Need for Better Customer Engagement Strategy
5.2.1.8 Need for Cem Solutions to Reduce Customer Churn Rates
5.2.1.9 Need to Maintain Customer Engagement Through Omnichannel
5.2.2 Restraints
5.2.2.1 Use of Incomplete Data while Calculating Ce Matrix
5.2.2.2 Data Synchronization Complexities
5.2.3 Opportunities
5.2.3.1 Growth in Collection of Information Using Single Platform
5.2.3.2 Increasing Use of Insights to Predict Customer Intents
5.2.3.3 Increasing Extraction of Information Extracted from Cem Solutions for Optimal Strategies
5.2.4 Challenges
5.2.4.1 Lack of Innovation
5.2.4.2 Difficulty in Ensuring Ce Roi
5.2.4.3 Concerns Over Data Privacy and Security
5.2.4.4 Difficulty in Getting Different Ce Feedback Through Channels
5.2.4.5 Lack of Synchronization in Customer Experience Data Collected from Different Touchpoints Within Various Domains
5.3 Industry Trends
5.3.1 Value Chain Analysis
Figure 20 Customer Experience Management Market: Value Chain Analysis
5.3.2 Ecosystem Analysis
Table 3 Role of Players in the Market Ecosystem
5.3.3 Porter's Five Forces Model
Table 4 Impact of Porter's Five Forces on the Market
5.3.3.1 Threat of New Entrants
5.3.3.2 Threat of Substitutes
5.3.3.3 Bargaining Power of Suppliers
5.3.3.4 Bargaining Power of Buyers
5.3.3.5 Intensity of Competitive Rivalry
5.3.4 Technology Analysis
5.3.4.1 Big Data and Analytics
5.3.4.2 Cloud Computing
5.3.4.3 Artificial Intelligence and Machine Learning
5.3.4.4 Natural Language Processing
5.3.5 Trends/Disruptions Impacting Customers/Buyers
Figure 21 Revenue Shift in Customer Experience Management Market
5.3.6 Patent Analysis
Figure 22 Top 10 Companies with Highest No. of Patent Applications in Last 3 Years
Figure 23 Number of Patents Granted, 2018-2022
5.3.7 Average Selling Price Analysis
5.3.8 Use Cases
Table 5 Use Case 1: Oracle
Table 6 Use Case 2: Oracle
Table 7 Use Case 3: Sap
Table 8 Use Case 4: Opentext
Table 9 Use Case 5: Inmoment
Table 10 Use Case 6: Medallia
Table 11 Use Case 7: Sitecore
Table 12 Use Case 8: Clarabridge
Table 13 Use Case 9: Nokia
Table 14 Use Case 10: Oracle
Table 15 Use Case 11: Opentext
5.3.9 Key Conferences and Events in 2023-2024
Table 16 List of Key Conferences and Events, 2023-2024
5.3.10 Key Stakeholders and Buying Criteria
5.3.10.1 Key Stakeholders in the Buying Process
Figure 24 Influence of Stakeholders on the Buying Process for Top Three Verticals
Table 17 Influence of Stakeholders on the Buying Process for Top Three Verticals
5.3.10.2 Buying Criteria
Figure 25 Key Buying Criteria for Top Three End-users
Table 18 Key Buying Criteria of Top Three Verticals
5.3.11 Regulatory Landscape
5.3.11.1 Regulatory Bodies, Government Agencies, and Other Organizations
Table 19 North America: List of Regulatory Bodies, Government Agencies, and Other Organizations
Table 20 Europe: List of Regulatory Bodies, Government Agencies, and Other Organizations
Table 21 Asia-Pacific: List of Regulatory Bodies, Government Agencies, and Other Organizations
Table 22 RoW: List of Regulatory Bodies, Government Agencies, and Other Organizations
5.3.11.2 North America
5.3.11.2.1 US
5.3.11.2.2 Canada
5.3.11.3 Europe
5.3.11.4 Asia-Pacific
5.3.11.4.1 South Korea
5.3.11.4.2 China
5.3.11.4.3 India
5.3.11.4.4 Japan
5.3.11.5 Middle East & Africa
5.3.11.5.1 UAE
5.3.11.5.2 Ksa
5.3.11.6 Latin America
5.3.11.6.1 Brazil
5.3.11.6.2 Mexico
5.3.12 Evolution of Customer Experience Management Technology
5.3.12.1 Manual Interaction (Pre-Digital Era)
5.3.12.2 Emergence of Digital Channels (Late 20th Century)
5.3.12.3 Customer Relationship Management (CRM) Systems (1990S-Early 2000S)
5.3.12.4 Multichannel Engagement (Mid-2000S-Early 2010S)
5.3.12.5 Analytics and Data-Driven Insights (Mid-2010S)
5.3.12.6 Omnichannel Experience (Late 2010S)
5.3.12.7 Artificial Intelligence and Personalization (Late 2010S-Early 2020S)
5.3.12.8 Real-Time Engagement (Early 2020S)
5.3.12.9 Predictive and Prescriptive Analytics (Present and Beyond)
5.3.13 Future Direction of Customer Experience Management Market
5.3.13.1 Hyper-Personalization
5.3.13.2 Predictive Customer Service
5.3.13.3 Emotional and Sentimental Analysis
5.3.13.4 Seamless Omnichannel Experience
5.3.13.5 Voice and Natural Language Interfaces
5.3.13.6 Augmented Reality (Ar) and Virtual Reality (Vr)
5.3.13.7 Collaborative Customer Experience
5.3.13.8 Human-Ai Collaboration
5.3.13.9 Data Integration and Unified Customer Profiles
5.3.13.10 Ethical AI and Privacy
5.3.14 Impact of Customer Experience Management on Adjacent Niche Technologies
5.3.14.1 Big Data and Analytics
5.3.14.2 Augmented Reality (Ar) and Virtual Reality (Vr)
5.3.14.3 Chatbots and Natural Language Processing
5.3.14.4 Biometric Identification
5.3.14.5 Robotics and Automation

6 Customer Experience Management Market, by Offering

6.1 Introduction
Figure 26 Services Segment to Grow at Higher CAGR During Forecast Period
Table 23 Market, by Offering, 2017-2022 (USD Million)
Table 24 Market, by Offering, 2023-2028 (USD Million)
6.2 Solutions
6.2.1 Rising Customer Expectation for Tailored Experiences to Fuel Market
6.2.2 Solutions: Market Drivers
Table 25 Solutions: Market, by Region, 2017-2022 (USD Million)
Table 26 Solutions: Market, by Region, 2023-2028 (USD Million)
6.2.3 Omnichannel
6.2.3.1 Demand for Unified Customer Experience Across All Channels to Propel Market
6.2.4 Machine Learning
6.2.4.1 Need for Machine Learning's Data-Driven Insights and Personalized Integration to Revolutionize Market
6.2.5 Analytics
6.2.5.1 Need to Leverage Data Insights for Enhanced Customer Interactions and Informed Decision-Making to Drive Market
6.2.6 Workforce Optimization
6.2.6.1 Focus on Enhancing Efficiency and Employee-Customer Interactions to Boost Growth
6.3 Services
6.3.1 Rising Emphasis on Personalized Interaction and Customer Satisfaction to Boost Market
6.3.2 Services: Customer Experience Management Market Drivers
Figure 27 Managed Services Segment to Register Higher CAGR During Forecast Period
Table 27 Market, by Service, 2017-2022 (USD Million)
Table 28 Market, by Service, 2023-2028 (USD Million)
Table 29 Services: Market, by Region, 2017-2022 (USD Million)
Table 30 Services: Market, by Region, 2023-2028 (USD Million)
6.3.3 Professional Services
6.3.3.1 Need to Enhance Customer Interaction and Drive Loyalty to Foster Growth
Figure 28 Support & Maintenance Segment to Register Highest CAGR During Forecast Period
Table 31 Customer Experience Management Market, by Professional Service, 2017-2022 (USD Million)
Table 32 Market, by Professional Service, 2023-2028 (USD Million)
Table 33 Professional Services: Market, by Region, 2017-2022 (USD Million)
Table 34 Professional Services: Market, by Region, 2023-2028 (USD Million)
6.3.3.2 Deployment & Integration
Table 35 Deployment & Integration: Market, by Region, 2017-2022 (USD Million)
Table 36 Deployment & Integration: Market, by Region, 2023-2028 (USD Million)
6.3.3.3 Support & Maintenance
Table 37 Support & Maintenance: Market, by Region, 2017-2022 (USD Million)
Table 38 Support & Maintenance: Market, by Region, 2023-2028 (USD Million)
6.3.3.4 Consulting & Training
Table 39 Consulting & Training: Market, by Region, 2017-2022 (USD Million)
Table 40 Consulting & Training: Market, by Region, 2023-2028 (USD Million)
6.3.4 Managed Services
6.3.4.1 Need to Facilitate Seamless Operations to Drive Market
Table 41 Managed Services: Market, by Region, 2017-2022 (USD Million)
Table 42 Managed Services: Market, by Region, 2023-2028 (USD Million)

7 Customer Experience Management Market, by Touchpoint

7.1 Introduction
7.2 Websites
7.2.1 Demand for Personalized Interactions and Elevated Customer Satisfaction to Foster Growth
7.3 Stores
7.3.1 Stores to Facilitate Personalized Interactions and Foster Loyalty
7.4 Call Centers
7.4.1 Focus on Personalizing Transactions to Drive Market
7.5 Mobile Apps
7.5.1 Focus on Personalizing Transactions to Drive Market
7.6 Social Media
7.6.1 Focus on Fostering Real-Time Engagement to Drive Market Expansion
7.7 Emails
7.7.1 Focus on Fostering Customer Interaction and Engagement to Drive Market Expansion
7.8 Virtual Assistants
7.8.1 Virtual Assistants to Offer Personalized Interactions and Streamlined Processes
7.9 Other Touchpoints

8 Customer Experience Management Market, by Deployment Type

8.1 Introduction
Figure 29 Cloud Segment to Account for Larger Market Size During Forecast Period
Table 43 Market, by Deployment Type, 2017-2022 (USD Million)
Table 44 Market, by Deployment Type, 2023-2028 (USD Million)
8.2 On-Premises
8.2.1 Need to Strengthen Localized Control and Data Compliance to Drive Market
8.2.2 On-Premises: Market Drivers
Table 45 On-Premises: Market, by Region, 2017-2022 (USD Million)
Table 46 On-Premises: Market, by Region, 2023-2028 (USD Million)
8.3 Cloud
8.3.1 Adoption of Scalable Solutions to Transform Customer Service to Propel Growth
8.3.2 Cloud: Market Drivers
Table 47 Cloud: Market, by Region, 2017-2022 (USD Million)
Table 48 Cloud: Market, by Region, 2023-2028 (USD Million)

9 Customer Experience Management Market, by Organization Size

9.1 Introduction
Figure 30 Large Enterprises to Account for Higher Market Size During Forecast Period
Table 49 Market, by Organization Size, 2017-2022 (USD Million)
Table 50 Market, by Organization Size, 2023-2028 (USD Million)
9.2 Large Enterprises
9.2.1 Large Enterprises to Lead Market with Technology, Analytics, and Personalized Interactions for Enhanced Customer Satisfaction and Loyalty
9.2.2 Large Enterprises: Market Drivers
Table 51 Large Enterprises: Market, by Region, 2017-2022 (USD Million)
Table 52 Large Enterprises: Market, by Region, 2023-2028 (USD Million)
9.3 Small and Medium-Sized Enterprises
9.3.1 Growing Adoption of Agile Strategies to Strengthen Personalized Interaction to Boost Growth
9.3.2 Small and Medium-Sized Enterprises: Market Drivers
Table 53 Small and Medium-Sized Enterprises: Market, by Region, 2017-2022 (USD Million)
Table 54 Small and Medium-Sized Enterprises: Market, by Region, 2023-2028 (USD Million)

10 Customer Experience Management Market, by Vertical

10.1 Introduction
Figure 31 Healthcare Segment to Grow at Highest CAGR During Forecast Period
Table 55 Market, by Vertical, 2017-2022 (USD Million)
Table 56 Market, by Vertical, 2023-2028 (USD Million)
10.2 It & Telecom
10.2.1 Need for Improved Satisfaction and Loyalty in IT & Telecom Sector to Drive Market
10.2.2 It & Telecom: Market Drivers
Table 57 It & Telecom: Market, by Region, 2017-2022 (USD Million)
Table 58 It & Telecom: Market, by Region, 2023-2028 (USD Million)
10.3 Bfsi
10.3.1 Rising Demand to Use Data Insights in Bfsi Sector to Boost Growth
10.3.2 Bfsi: Market Drivers
Table 59 Bfsi: Market, by Region, 2017-2022 (USD Million)
Table 60 Bfsi: Market, by Region, 2023-2028 (USD Million)
10.4 Retail
10.4.1 Omnichannel Experiences, Personal Interactions, and Streamlined Processes in Retail to Boost Market
10.4.2 Retail: Market Drivers
Table 61 Retail: Market, by Region, 2017-2022 (USD Million)
Table 62 Retail: Market, by Region, 2023-2028 (USD Million)
10.5 Healthcare
10.5.1 Focus on Improving Patient-Centric Care to Drive Market Expansion
10.5.2 Healthcare: Market Drivers
Table 63 Healthcare: Market, by Region, 2017-2022 (USD Million)
Table 64 Healthcare: Market, by Region, 2023-2028 (USD Million)
10.6 Automotive
10.6.1 Increasing Innovation and Personalization in the Automotive Sector to Foster Growth
10.6.2 Automotive: Market Drivers
Table 65 Automotive: Customer Experience Management Market, by Region, 2017-2022 (USD Million)
Table 66 Automotive: Market, by Region, 2023-2028 (USD Million)
10.7 Travel & Hospitality
10.7.1 Rising Adoption of Tailored Services in Travel & Hospitality Sector to Drive Market
10.7.2 Travel & Hospitality: Market Drivers
Table 67 Travel & Hospitality: Market, by Region, 2017-2022 (USD Million)
Table 68 Travel & Hospitality: Market, by Region, 2023-2028 (USD Million)
10.8 Media & Entertainment
10.8.1 Need for Immersive Content and Seamless Experiences to Boost Growth
10.8.2 Media & Entertainment: Market Drivers
Table 69 Media & Entertainment: Market, by Region, 2017-2022 (USD Million)
Table 70 Media & Entertainment: Market, by Region, 2023-2028 (USD Million)
10.9 Public Sector
10.9.1 Focus on Enhancing Digital Services in Public Sector to Lead to Market Expansion
10.9.2 Public Sector: Market Drivers
Table 71 Public Sector: Market, by Region, 2017-2022 (USD Million)
Table 72 Public Sector: Market, by Region, 2023-2028 (USD Million)
10.10 Other Verticals
Table 73 Other Verticals: Market, by Region, 2017-2022 (USD Million)
Table 74 Other Verticals: Market, by Region, 2023-2028 (USD Million)

11 Customer Experience Management Market, by Region

11.1 Introduction
Figure 32 North America to Account for Largest Share During Forecast Period
Table 75 Market, by Region, 2017-2022 (USD Million)
Table 76 Market, by Region, 2023-2028 (USD Million)
Figure 33 Asia-Pacific to Grow at Highest CAGR During Forecast Period
11.2 North America
11.2.1 North America: Market Drivers
11.2.2 North America: Recession Impact
11.2.3 North America: Market Regulations
Figure 34 North America: Market Snapshot
Table 77 North America: Customer Experience Management Market, by Offering, 2017-2022 (USD Million)
Table 78 North America: Market, by Offering, 2023-2028 (USD Million)
Table 79 North America: Market, by Service, 2017-2022 (USD Million)
Table 80 North America: Market, by Service, 2023-2028 (USD Million)
Table 81 North America: Market, by Professional Service, 2017-2022 (USD Million)
Table 82 North America: Market, by Professional Service, 2023-2028 (USD Million)
Table 83 North America: Market, by Deployment Type, 2017-2022 (USD Million)
Table 84 North America: Market, by Deployment Type, 2023-2028 (USD Million)
Table 85 North America: Market, by Organization Size, 2017-2022 (USD Million)
Table 86 North America: Market, by Organization Size, 2023-2028 (USD Million)
Table 87 North America: Market, by Vertical, 2017-2022 (USD Million)
Table 88 North America: Market, by Vertical, 2023-2028 (USD Million)
Table 89 North America: Market, by Country, 2017-2022 (USD Million)
Table 90 North America: Market, by Country, 2023-2028 (USD Million)
11.2.4 US
11.2.4.1 Adoption of Latest Technologies and Presence of Major Players to Contribute to Market Growth
Table 91 US: Customer Experience Management Market, by Offering, 2017-2022 (USD Million)
Table 92 US: Market, by Offering, 2023-2028 (USD Million)
Table 93 US: Market, by Service, 2017-2022 (USD Million)
Table 94 US: Market, by Service, 2023-2028 (USD Million)
Table 95 US: Market, by Professional Service, 2017-2022 (USD Million)
Table 96 US: Market, by Professional Service, 2023-2028 (USD Million)
Table 97 US: Market, by Deployment Type, 2017-2022 (USD Million)
Table 98 US: Market, by Deployment Type, 2023-2028 (USD Million)
Table 99 US: Market, by Organization Size, 2017-2022 (USD Million)
Table 100 US: Market, by Organization Size, 2023-2028 (USD Million)
Table 101 US: Market, by Vertical, 2017-2022 (USD Million)
Table 102 US: Market, by Vertical, 2023-2028 (USD Million)
11.2.5 Canada
11.2.5.1 Rising Investments in Technology to Boost Adoption of Cem Solutions
Table 103 Canada: Customer Experience Management Market, by Offering, 2017-2022 (USD Million)
Table 104 Canada: Market, by Offering, 2023-2028 (USD Million)
Table 105 Canada: Market, by Service, 2017-2022 (USD Million)
Table 106 Canada: Market, by Service, 2023-2028 (USD Million)
Table 107 Canada: Market, by Professional Service, 2017-2022 (USD Million)
Table 108 Canada: Market, by Professional Service, 2023-2028 (USD Million)
Table 109 Canada: Market, by Deployment Type, 2017-2022 (USD Million)
Table 110 Canada: Market, by Deployment Type, 2023-2028 (USD Million)
Table 111 Canada: Market, by Organization Size, 2017-2022 (USD Million)
Table 112 Canada: Market, by Organization Size, 2023-2028 (USD Million)
Table 113 Canada: Market, by Vertical, 2017-2022 (USD Million)
Table 114 Canada: Market, by Vertical, 2023-2028 (USD Million)
11.3 Europe
11.3.1 Europe: Market Drivers
11.3.2 Europe: Recession Impact
11.3.3 Europe: Market Regulations
Table 115 Europe: Customer Experience Management Market, by Offering, 2017-2022 (USD Million)
Table 116 Europe: Market, by Offering, 2023-2028 (USD Million)
Table 117 Europe: Market, by Service, 2017-2022 (USD Million)
Table 118 Europe: Market, by Service, 2023-2028 (USD Million)
Table 119 Europe: Market, by Professional Service, 2017-2022 (USD Million)
Table 120 Europe: Market, by Professional Service, 2023-2028 (USD Million)
Table 121 Europe: Market, by Deployment Type, 2017-2022 (USD Million)
Table 122 Europe: Market, by Deployment Type, 2023-2028 (USD Million)
Table 123 Europe: Market, by Organization Size, 2017-2022 (USD Million)
Table 124 Europe: Market, by Organization Size, 2023-2028 (USD Million)
Table 125 Europe: Market, by Vertical, 2017-2022 (USD Million)
Table 126 Europe: Market, by Vertical, 2023-2028 (USD Million)
Table 127 Europe: Market, by Country, 2017-2022 (USD Million)
Table 128 Europe: Market, by Country, 2023-2028 (USD Million)
11.3.4 UK
11.3.4.1 Need for Businesses to Cater to Changing Customer Demand to Drive Market
Table 129 UK: Customer Experience Management Market, by Offering, 2017-2022 (USD Million)
Table 130 UK: Market, by Offering, 2023-2028 (USD Million)
Table 131 UK: Market, by Service, 2017-2022 (USD Million)
Table 132 UK: Market, by Service, 2023-2028 (USD Million)
Table 133 UK: Market, by Professional Service, 2017-2022 (USD Million)
Table 134 UK: Market, by Professional Service, 2023-2028 (USD Million)
Table 135 UK: Market, by Deployment Type, 2017-2022 (USD Million)
Table 136 UK: Market, by Deployment Type, 2023-2028 (USD Million)
Table 137 UK: Market, by Organization Size, 2017-2022 (USD Million)
Table 138 UK: Market, by Organization Size, 2023-2028 (USD Million)
Table 139 UK: Market, by Vertical, 2017-2022 (USD Million)
Table 140 UK: Market, by Vertical, 2023-2028 (USD Million)
11.3.5 Germany
11.3.5.1 Increasing Presence of Companies Offering Digital Customer Experience Management Solutions to Propel Growth
11.3.6 France
11.3.6.1 Rising Digital Transformation to Lead to Adoption of Customer Experience Management Services
11.3.7 Italy
11.3.7.1 Growing Digitalization and Tailored Customer Interactions to Propel Market
11.3.8 Spain
11.3.8.1 Integration of Advanced Technology and Customer-Centric Strategies to Drive Market Growth
11.3.9 Rest of Europe
11.4 Asia-Pacific
11.4.1 Asia-Pacific: Market Drivers
11.4.2 Asia-Pacific: Recession Impact
11.4.3 Asia-Pacific: Market Regulations
Figure 35 Asia-Pacific: Customer Experience Management Market Snapshot
Table 141 Asia-Pacific: Market, by Offering, 2017-2022 (USD Million)
Table 142 Asia-Pacific: Market, by Offering, 2023-2028 (USD Million)
Table 143 Asia-Pacific: Market, by Service, 2017-2022 (USD Million)
Table 144 Asia-Pacific: Market, by Service, 2023-2028 (USD Million)
Table 145 Asia-Pacific: Market, by Professional Service, 2017-2022 (USD Million)
Table 146 Asia-Pacific: Market, by Professional Service, 2023-2028 (USD Million)
Table 147 Asia-Pacific: Market, by Deployment Type, 2017-2022 (USD Million)
Table 148 Asia-Pacific: Market, by Deployment Type, 2023-2028 (USD Million)
Table 149 Asia-Pacific: Market, by Organization Size, 2017-2022 (USD Million)
Table 150 Asia-Pacific: Market, by Organization Size, 2023-2028 (USD Million)
Table 151 Asia-Pacific: Market, by Vertical, 2017-2022 (USD Million)
Table 152 Asia-Pacific: Market, by Vertical, 2023-2028 (USD Million)
Table 153 Asia-Pacific: Market, by Country, 2017-2022 (USD Million)
Table 154 Asia-Pacific: Market, by Country, 2023-2028 (USD Million)
11.4.4 Australia & New Zealand
11.4.4.1 Focus of Businesses on Adopting Customer-Centric Approaches to Drive Market
11.4.5 India
11.4.5.1 Growing Demand for Enhanced Personalized Experiences to Boost Market Growth
11.4.6 China
11.4.6.1 Rapid Adoption of Digital Transformation Solutions and Changing Customer Demands to Drive Market
Table 155 China: Customer Experience Management Market, by Offering, 2017-2022 (USD Million)
Table 156 China: Market, by Offering, 2023-2028 (USD Million)
Table 157 China: Market, by Service, 2017-2022 (USD Million)
Table 158 China: Market, by Service, 2023-2028 (USD Million)
Table 159 China: Market, by Professional Service, 2017-2022 (USD Million)
Table 160 China: Market, by Professional Service, 2023-2028 (USD Million)
Table 161 China: Market, by Deployment Type, 2017-2022 (USD Million)
Table 162 China: Market, by Deployment Type, 2023-2028 (USD Million)
Table 163 China: Market, by Organization Size, 2017-2022 (USD Million)
Table 164 China: Market, by Organization Size, 2023-2028 (USD Million)
Table 165 China: Market, by Vertical, 2017-2022 (USD Million)
Table 166 China: Market, by Vertical, 2023-2028 (USD Million)
11.4.7 Japan
11.4.7.1 Strong Commitment Toward Innovation and Promoting Customer-Centric Values to Boost Growth
11.4.8 Rest of Asia-Pacific
11.5 Middle East & Africa
11.5.1 Middle East & Africa: Market Drivers
11.5.2 Middle East & Africa: Recession Impact
11.5.3 Middle East & Africa: Market Regulations
Table 167 Middle East & Africa: Customer Experience Management Market, by Offering, 2017-2022 (USD Million)
Table 168 Middle East & Africa: Market, by Offering, 2023-2028 (USD Million)
Table 169 Middle East & Africa: Market, by Service, 2017-2022 (USD Million)
Table 170 Middle East & Africa: Market, by Service, 2023-2028 (USD Million)
Table 171 Middle East & Africa: Market, by Professional Service, 2017-2022 (USD Million)
Table 172 Middle East & Africa: Market, by Professional Service, 2023-2028 (USD Million)
Table 173 Middle East & Africa: Market, by Deployment Type, 2017-2022 (USD Million)
Table 174 Middle East & Africa: Market, by Deployment Type, 2023-2028 (USD Million)
Table 175 Middle East & Africa: Market, by Organization Size, 2017-2022 (USD Million)
Table 176 Middle East & Africa: Market, by Organization Size, 2023-2028 (USD Million)
Table 177 Middle East & Africa: Market, by Vertical, 2017-2022 (USD Million)
Table 178 Middle East & Africa: Market, by Vertical, 2023-2028 (USD Million)
Table 179 Middle East & Africa: Market, by Country, 2017-2022 (USD Million)
Table 180 Middle East & Africa: Market, by Country, 2023-2028 (USD Million)
11.5.4 UAE
11.5.4.1 Increasing Awareness Regarding the Importance of Advanced Technologies to Drive Market
11.5.5 Saudi Arabia
11.5.5.1 Fast-Paced Adoption of Cloud-Based Services to Drive Market
11.5.6 South Africa
11.5.6.1 Adoption of Strategic Approaches to Build Differentiated Experiences for Customers to Lead Market
11.5.7 Rest of the Middle East & Africa
11.6 Latin America
11.6.1 Latin America: Market Drivers
11.6.2 Latin America: Recession Impact
11.6.3 Latin America: Market Regulations
Table 181 Latin America: Customer Experience Management Market, by Offering, 2017-2022 (USD Million)
Table 182 Latin America: Market, by Offering, 2023-2028 (USD Million)
Table 183 Latin America: Market, by Service, 2017-2022 (USD Million)
Table 184 Latin America: Market, by Service, 2023-2028 (USD Million)
Table 185 Latin America: Market, by Professional Service, 2017-2022 (USD Million)
Table 186 Latin America: Market, by Professional Service, 2023-2028 (USD Million)
Table 187 Latin America: Market, by Deployment Type, 2017-2022 (USD Million)
Table 188 Latin America: Market, by Deployment Type, 2023-2028 (USD Million)
Table 189 Latin America: Market, by Organization Size, 2017-2022 (USD Million)
Table 190 Latin America: Market, by Organization Size, 2023-2028 (USD Million)
Table 191 Latin America: Market, by Vertical, 2017-2022 (USD Million)
Table 192 Latin America: Market, by Vertical, 2023-2028 (USD Million)
Table 193 Latin America: Market, by Country, 2017-2022 (USD Million)
Table 194 Latin America: Market, by Country, 2023-2028 (USD Million)
11.6.4 Brazil
11.6.4.1 Growing Presence of Companies Focusing on Enhancing Customer Experience to Boost Growth
11.6.5 Mexico
11.6.5.1 Adoption of Cloud-Based Services by Organizations to Propel Market
11.6.6 Rest of Latin America

12 Competitive Landscape

12.1 Overview
12.2 Strategies Adopted by Key Players
Table 195 Overview of Strategies Adopted by Key Players
12.3 Key Market Developments
12.3.1 Product Launches
Table 196 Market: Product Launches, 2019-2023
12.3.2 Deals
Table 197 Market: Deals, 2020-2023
12.4 Market Share Analysis for Key Players
Table 198 Customer Experience Management Market: Intensity of Competitive Rivalry
Figure 36 Market Share Analysis
12.5 Historical Revenue Analysis
Figure 37 Historical Revenue Analysis, 2020-2022
12.6 Company Evaluation Matrix Overview
12.7 Company Evaluation Matrix for Key Players: Methodology and Definitions
Table 199 Product Footprint Weightage
12.7.1 Stars
12.7.2 Emerging Leaders
12.7.3 Pervasive Players
12.7.4 Participants
Figure 38 Company Evaluation Matrix for Key Players, 2023
12.8 Company Product Footprint Analysis
Table 200 Company Footprint, by Product
Table 201 Company Footprint, by Offering
Table 202 Company Footprint, by Industry
Table 203 Company Footprint, by Region
12.9 Company Market Ranking Analysis
Figure 39 Ranking of Key Players in Customer Experience Management Market, 2023
12.10 Company Evaluation Matrix for Startups/SMEs: Methodology and Definitions
Table 204 Company Evaluation Matrix for Startups/SMEs
12.10.1 Progressive Companies
12.10.2 Responsive Companies
12.10.3 Dynamic Companies
12.10.4 Starting Blocks
Figure 40 Company Evaluation Matrix for Startups/SMEs, 2023

13 Company Profiles

(Business Overview, Products Offered, Recent Developments & Analyst's View)*
13.1 Major Players
13.1.1 Oracle
Table 205 Oracle: Business Overview
Figure 41 Oracle: Company Snapshot
Table 206 Oracle: Products Offered
Table 207 Oracle: Product Launches
Table 208 Oracle: Deals
13.1.2 Adobe
Table 209 Adobe: Business Overview
Figure 42 Adobe: Company Snapshot
Table 210 Adobe: Products Offered
Table 211 Adobe: Product Launches
Table 212 Adobe: Deals
13.1.3 Sap
Table 213 Sap: Business Overview
Figure 43 Sap: Company Snapshot
Table 214 Sap: Products Offered
Table 215 Sap: Product Launches
Table 216 Sap: Deals
13.1.4 Ibm
Table 217 Ibm: Business Overview
Figure 44 ibm: Company Snapshot
Table 218 Ibm: Products Offered
Table 219 Ibm: Product Launches
Table 220 Ibm: Deals
13.1.5 Avaya
Table 221 Avaya: Business Overview
Figure 45 Avaya: Company Snapshot
Table 222 Avaya: Products Offered
Table 223 Avaya: Product Launches
Table 224 Avaya: Deals
13.1.6 Opentext
Table 225 Opentext: Business Overview
Figure 46 OpenText: Company Snapshot
Table 226 Opentext: Products Offered
Table 227 Opentext: Product Launches
Table 228 Opentext: Deals
13.1.7 Nice
Table 229 Nice: Business Overview
Figure 47 Nice: Company Snapshot
Table 230 Nice: Products Offered
Table 231 Nice: Product Launches
Table 232 Nice: Deals
13.1.8 Sas
Table 233 Sas: Business Overview
Table 234 Sas: Products Offered
Table 235 Sas: Product Launches
Table 236 Sas: Deals
13.1.9 Verint Systems
Table 237 Verint Systems: Business Overview
Figure 48 Verint Systems: Company Snapshot
Table 238 Verint Systems: Products Offered
Table 239 Verint Systems: Product Launches
Table 240 Verint Systems: Deals
13.1.10 Teradata
Table 241 Teradata: Business Overview
Figure 49 Teradata: Company Snapshot
Table 242 Teradata: Products Offered
Table 243 Teradata: Others
Table 244 Teradata: Deals
13.1.11 Tech Mahindra
13.1.12 Nokia
13.1.13 Inmoment
13.1.14 Zendesk
13.1.15 Sitecore
13.1.16 Sprinklr
13.1.17 Medallia
13.2 Startups/SMEs
13.2.1 Mixpanel
13.2.2 Ngdata
13.2.3 Algonomy
13.2.4 Skyvera
13.2.5 Amperity
13.2.6 Clarabridge
13.2.7 Mindtouch
13.2.8 Sogolytics
13.2.9 Segment.Io
*Details on Business Overview, Products Offered, Recent Developments & Analyst's View Might Not be Captured in Case of Unlisted Companies.

14 Adjacent and Related Markets

14.1 Limitations
14.2 Social Media Analytics Market
14.2.1 Market Definition
14.2.2 Market Overview
14.2.3 Social Media Analytics Market, by Component
Table 245 Social Media Analytics Market, by Component, 2015-2020 (USD Million)
Table 246 Social Media Analytics Market, by Component, 2021-2026 (USD Million)
14.2.4 Social Media Analytics Market, by Application
Table 247 Social Media Analytics Market, by Application, 2015-2020 (USD Million)
Table 248 Social Media Analytics Market, by Application, 2021-2026 (USD Million)
14.2.5 Social Media Analytics Market, by Deployment Mode
Table 249 Social Media Analytics Market, by Deployment Mode, 2015-2020 (USD Million)
Table 250 Social Media Analytics Market, by Deployment Mode, 2021-2026 (USD Million)
14.2.6 Social Media Analytics Market, by Organization Size
Table 251 Social Media Analytics Market, by Organization Size, 2015-2020 (USD Million)
Table 252 Social Media Analytics Market, by Organization Size, 2021-2026 (USD Million)
14.2.7 Social Media Analytics Market, by Industry Vertical
Table 253 Social Media Analytics Market, by Industry Vertical, 2015-2020 (USD Million)
Table 254 Social Media Analytics Market, by Industry Vertical, 2021-2026 (USD Million)
14.2.8 Social Media Analytics Market, by Region
Table 255 Social Media Analytics Market, by Region, 2015-2020 (USD Million)
Table 256 Social Media Analytics Market, by Region, 2021-2026 (USD Million)
14.3 Customer Analytics Market
14.3.1 Market Definition
14.3.2 Market Overview
14.3.3 Customer Analytics Market, by Component
Table 257 Customer Analytics Market, by Component, 2018-2025 (USD Million)
Table 258 Solutions: Customer Analytics Market, by Type, 2018-2025 (USD Million)
Table 259 Services: Customer Analytics Market, by Type, 2018-2025 (USD Million)
14.3.4 Customer Analytics Market, by Deployment Mode
Table 260 Customer Analytics Market, by Deployment Mode, 2018-2025 (USD Million)
14.3.5 Customer Analytics Market, by Organization Size
Table 261 Customer Analytics Market, by Organization Size, 2018-2025 (USD Million)
14.3.6 Customer Analytics Market, by Application
Table 262 Customer Analytics Market, by Application, 2018-2025 (USD Million)
14.3.7 Customer Analytics Market, by Data Source
Table 263 Customer Analytics Market, by Data Source, 2018-2025 (USD Million)
14.3.8 Customer Analytics Market, by Industry Vertical
Table 264 Customer Analytics Market, by Industry Vertical, 2018-2025 (USD Million)
14.3.9 Customer Analytics Market, by Region
Table 265 Customer Analytics Market, by Region, 2018-2025 (USD Million)

15 Appendix

15.1 Discussion Guide
15.2 Knowledgestore: Subscription Portal
15.3 Customization Options

Companies Mentioned

Adobe
Algonomy
Amperity
Avaya
Clarabridge
IBM
InMoment
Medallia
MindTouch
Mixpanel
NGDATA
NICE
Nokia
OpenText
Oracle
SAP
SAS
Segment.io
Sitecore
Skyvera
Sogolytics
Sprinklr
Tech Mahindra
Teradata
Verint Systems
Zendesk

Methodology

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Table Information

Report Attribute	Details
No. of Pages	261
Published	August 2023
Forecast Period	2023 - 2028
Estimated Market Value ( USD ) in 2023	$ 11.4 Billion
Forecasted Market Value ( USD ) by 2028	$ 20.4 Billion
Compound Annual Growth Rate	12.2%
Regions Covered	Global
No. of Companies Mentioned	26

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Customer Experience Management Market by Offering (Solutions, Services), Touchpoint, Deployment Type, Organization Size, Vertical (Travel & Hospitality, BFSI, Retail, Healthcare, IT & Telecom) and Region - Global Forecast to 2028

The services segment to record a higher growth rate during the forecast period.

Large Enterprises are expected to hold a larger market share during the forecast period.

Asia Pacific to have a higher growth rate during the forecast period.

Breakdown of primaries

Research Coverage

Reasons to buy this report

The report provides insights on the following pointers:

Table of Contents

Companies Mentioned

Methodology

Table Information

The services segment to record a higher growth rate during the forecast period.

Large Enterprises are expected to hold a larger market share during the forecast period.

Asia Pacific to have a higher growth rate during the forecast period.

Breakdown of primaries

Research Coverage

Reasons to buy this report

The report provides insights on the following pointers:

Table of Contents

Companies Mentioned

Methodology

Table Information

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