The global customer experience management market size is expected to reach USD 32.87 billion by 2030 and expand at a significant CAGR of 15.4% from 2023 to 2030. Customer experience management solutions are gaining widespread popularity in diverse industries. As businesses become more customer-centric, the customer experience management (CEM) market is expected to witness rapid growth in the forecast period. Ongoing trends such as hyper-personalization of customer service, the use of AI and automation, and various customer value models are the key attributes propelling the growth of the segment. Moreover, implementing robust social media customer service can help reduce costs, increase response times, improve customer satisfaction, and increase the adoption of customer experience management platforms across industries.
As working from home becomes more common and is facilitated by video conferencing, digital transformation of the employee experience will be critical for growth. Remote working frequently leads to higher Employee Satisfaction (E-SAT), which leads to higher overall Customer Satisfaction (C-SAT). A remote workforce allows an organization to hire the best talent from all over the world, which improves both the local and global customer experiences. Organizations that want to keep their customer experience scope onshore/nearshore could benefit from a right-shored work-at-home model rather than an offshore-only model. These developments would further drive the growth of the customer experience management market during the forecast period.
Organizations have implemented new business models in order to broaden their customer reach and improve the end-user experience. Organizations are also working to improve their ability to adapt to changing customer expectations as well as market conditions. Several industries and industry verticals are expanding their customer reach by utilizing various e-commerce models such as e-retail, direct-to-customer (D2C), marketplace, and social commerce. For instance, Oracle Corporation, a software company, provides Oracle Commerce, a unified B2C, and B2B e-commerce platform. The solution uses interactive dashboards and data visualizations and takes real-time insights from every customer engagement.
As working from home becomes more common and is facilitated by video conferencing, digital transformation of the employee experience will be critical for growth. Remote working frequently leads to higher Employee Satisfaction (E-SAT), which leads to higher overall Customer Satisfaction (C-SAT). A remote workforce allows an organization to hire the best talent from all over the world, which improves both the local and global customer experiences. Organizations that want to keep their customer experience scope onshore/nearshore could benefit from a right-shored work-at-home model rather than an offshore-only model. These developments would further drive the growth of the customer experience management market during the forecast period.
Organizations have implemented new business models in order to broaden their customer reach and improve the end-user experience. Organizations are also working to improve their ability to adapt to changing customer expectations as well as market conditions. Several industries and industry verticals are expanding their customer reach by utilizing various e-commerce models such as e-retail, direct-to-customer (D2C), marketplace, and social commerce. For instance, Oracle Corporation, a software company, provides Oracle Commerce, a unified B2C, and B2B e-commerce platform. The solution uses interactive dashboards and data visualizations and takes real-time insights from every customer engagement.
Customer Experience Management Market Report Highlights
- The speech analytics segment is about to witness a significant CAGR of 17.0% during the forecast period. Through the calls, they assist enterprises in identifying areas of trends, opportunities, and concerns. Speech analytics tools in contact centers help improve agent performance, monitor compliance, streamline business processes, improve first-call resolution, and improve customer experience.
- The mobile touchpoint segment is anticipated to expand at a CAGR of 17.2% over the forecast period. The segment's expansion can be attributed to the increased use of smartphones, which enables businesses to develop mobile marketing strategies. Furthermore, mobile CEM solutions enable mobile carriers to participate in the development of long-term customer relationships through customer-initiated requests.
- The cloud segment is anticipated to expand at a CAGR of 17.5% over the forecast period. The cloud deployment model enables enterprises to purchase only the features, added applications, or an updated version of the software based on the pay-as-you-go subscription model. Owing to these benefits, large enterprises are gradually investing in CEM software and collaborating with technology providers for digital transformation.
- The BFSI segment is anticipated to register the highest CAGR of 16.7% over the forecast period. The segment growth can be attributed to the increasing adoption of cloud-based deployment models and investments in advanced technologies to offer digital finance management assistance.
- Asia Pacific is expected to register the highest CAGR of 17.1% over the forecast period. With a significant presence of call centers, an increasing trend of social media marketing, and a growing emphasis on customer satisfaction across industries and sectors, the regional market is expected to grow.
Table of Contents
Chapter 1 Methodology and Scope1.1 Research Methodology
1.2 Research Scope and Assumptions
1.2.1 Purchased Database
1.2.2 Internal Database
1.2.3 List of secondary sources
1.2.4 Primary Research
1.3 List of Data Sources
1.4 Market Formulation & Publishing
1.5 Data Validation & Publishing
1.6 List of Abbreviations
Chapter 2 Executive Summary
2.1 Customer Experience Management Market - Industry Snapshot & Key Buying Criteria, 2018 - 2030
2.2 Global Customer Experience Management Market, 2018 - 2030 (USD Million)
2.2.1 Global customer experience management market, by region, 2018 - 2030
2.2.2 Global customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
2.2.3 Global customer experience management market, by touch point type, 2018 - 2030 (USD Million)
2.2.4 Global customer experience management market, by deployment, 2018 - 2030 (USD Million)
2.2.5 Global customer experience management market, by end-use, 2018 - 2030 (USD Million)
Chapter 3 Customer Experience Management (CEM) Industry Outlook
3.1 Market Segmentation and Scope
3.2 Market Size and Growth Prospects
3.3 Customer Experience Management (CEM) Market - Value Chain Analysis
3.3.1 Vendor landscape
3.4 Customer Experience Management Market - Market Dynamics
3.4.1 Market driver analysis
3.4.2 Market restraint analysis
3.5 Customer Experience Management (CEM) Market - Porter’s Five Forces Analysis
3.6 Customer Experience Management (CEM) Market - PESTEL Analysis
3.7 Customer Relationship Management Market - COVID-19 Impact Analysis
Chapter 4 Customer Experience Management Analytical Tools Outlook
4.1 Customer Experience Management Market Share By Analytical Tools, 2022 & 2030
4.2 Enterprise Feedback Management (EFM) Software
4.2.1 CEM market for EFM software, by region, 2018 - 2030 (USD Million)
4.3 Speech Analytics
4.3.1 CEM market for speech analytics, by region, 2018 - 2030 (USD Million)
4.4 Text Analytics
4.4.1 CEM market for text analytics, by region, 2018 - 2030 (USD Million)
4.5 Web Analytics & Content Management
4.5.1 CEM market for web analytics & content management, by region, 2018 - 2030 (USD Million)
4.6 Others
4.6.1 Other CEM analytical tools market, by region, 2018 - 2030 (USD Million)
Chapter 5 Customer Experience Management Touch Point Type Outlook
5.1 Customer Experience Management Market Share By Touch Point Type, 2022 & 2030
5.2 Stores/Branches
5.2.1 Stores/branches CEM market, by region, 2018 - 2030 (USD Million)
5.3 Call Centers
5.3.1 Call Centers CEM market, by region, 2018 - 2030 (USD Million)
5.4 Social Media Platform
5.4.1 Social media platform CEM market, by region, 2018 - 2030 (USD Million)
5.5 Email
5.5.1 Email CEM market, by region, 2018 - 2030 (USD Million)
5.6 Mobile
5.6.1 Mobile CEM market, by region, 2018 - 2030 (USD Million)
5.7 Web Services
5.7.1 Web services CEM market, by region, 2018 - 2030 (USD Million)
5.8 Others
5.8.1 CEM market for other touchpoints, by region, 2018 - 2030 (USD Million)
Chapter 6 Customer Experience Management Deployment Outlook
6.1 Customer Experience Management Market Share By Deployment, 2022 & 2030
6.2 Cloud
6.2.1 Cloud CEM market, by region, 2018 - 2030 (USD Million)
6.3 On-premise
6.3.1 On-premise CEM market, by region, 2018 - 2030 (USD Million)
Chapter 7 Customer Experience Management End-use Outlook
7.1 Customer Experience Management Market Share By end-use, 2022 & 2030
7.2 BFSI
7.2.1 CEM market in BFSI, by region, 2018 - 2030 (USD Million)
7.3 Retail
7.3.1 CEM market in retail, by region, 2018 - 2030 (USD Million)
7.4 Healthcare
7.4.1 CEM market in healthcare, by region, 2018 - 2030 (USD Million)
7.5 IT & Telecom
7.5.1 CEM market in IT & telecom, by region, 2018 - 2030 (USD Million)
7.6 Manufacturing
7.6.1 CEM market in manufacturing, by region, 2018 - 2030 (USD Million)
7.7 Government, Energy & Utilities
7.7.1 CEM market in government, energy & utilities, by region, 2018 - 2030 (USD Million)
7.8 Construction, Real Estate & Property Management
7.8.1 CEM market in construction, real estate & property management, by region, 2018 - 2030 (USD Million)
7.9 Service Business
7.9.1 CEM market in service business, 2018 - 2030 (USD Million)
7.10 Others
7.10.1 CEM market in other end-use, 2018 - 2030 (USD Million)
Chapter 8 Customer Experience Management Regional Outlook
8.1 Customer Experience Management Market Share by Region, 2022 & 2030
8.2 North America
8.2.1 North America customer experience management market, 2018 - 2030 (USD Million)
8.2.2 North America customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.2.3 North America customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.2.4 North America customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.2.5 North America customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.2.6 U.S.
8.2.6.1 U.S. customer experience management market, 2018 - 2030 (USD Million)
8.2.6.2 U.S. customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.2.6.3 U.S. customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.2.6.4 U.S. customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.2.6.5 U.S. customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.2.7 Canada
8.2.7.1 Canada customer experience management market, 2018 - 2030 (USD Million)
8.2.7.2 Canada customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.2.7.3 Canada customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.2.7.4 Canada customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.2.7.5 Canada customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.3 Europe
8.3.1 Europe customer experience management market, 2018 - 2030 (USD Million)
8.3.2 Europe customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.3.3 Europe customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.3.4 Europe customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.3.5 Europe customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.3.6 Germany
8.3.6.1 Germany customer experience management market, 2018 - 2030 (USD Million)
8.3.6.2 Germany customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.3.6.3 Germany customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.3.6.4 Germany customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.3.6.5 Germany customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.3.7 France
8.3.7.1 France customer experience management market, 2018 - 2030 (USD Million)
8.3.7.2 France customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.3.7.3 France customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.3.7.4 France customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.3.7.5 France customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.3.8 U.K.
8.3.8.1 U.K. customer experience management market, 2018 - 2030 (USD Million)
8.3.8.2 U.K. customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.3.8.3 U.K. customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.3.8.4 U.K. customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.3.8.5 U.K. customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.3.9 Italy
8.3.9.1 Italy customer experience management market, 2018 - 2030 (USD Million)
8.3.9.2 Italy customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.3.9.3 Italy customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.3.9.4 Italy customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.3.9.5 Italy customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.3.10 Denmark
8.3.10.1 Denmark customer experience management market, 2018 - 2030 (USD Million)
8.3.10.2 Denmark customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.3.10.3 Denmark customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.3.10.4 Denmark customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.3.10.5 Denmark customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.3.11 Finland
8.3.11.1 Finland customer experience management market, 2018 - 2030 (USD Million)
8.3.11.2 Finland customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.3.11.3 Finland customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.3.11.4 Finland customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.3.11.5 Finland customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.3.12 Norway
8.3.12.1 Norway customer experience management market, 2018 - 2030 (USD Million)
8.3.12.2 Norway customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.3.12.3 Norway customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.3.12.4 Norway customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.3.12.5 Norway customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.3.13 Sweden
8.3.13.1 Sweden customer experience management market, 2018 - 2030 (USD Million)
8.3.13.2 Sweden customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.3.13.3 Sweden customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.3.13.4 Sweden customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.3.13.5 Sweden customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.4 Asia Pacific
8.4.1 Asia Pacific customer experience management market, 2018 - 2030 (USD Million)
8.4.2 Asia Pacific customer experience management market, by analytical tools, (USD Million)
8.4.3 Asia Pacific customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.4.4 Asia Pacific customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.4.5 Asia Pacific customer experience management market, by end-use, (USD Million)
8.4.6 China
8.4.6.1 China customer experience management market, 2018 - 2030 (USD Million)
8.4.6.2 China customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.4.6.3 China customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.4.6.4 China customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.4.6.5 China customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.4.7 India
8.4.7.1 India customer experience management market, 2018 - 2030 (USD Million)
8.4.7.2 India customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.4.7.3 India customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.4.7.4 India customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.4.7.5 India customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.4.8 Japan
8.4.8.1 Japan customer experience management market, 2018 - 2030 (USD Million)
8.4.8.2 Japan customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.4.8.3 Japan customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.4.8.4 Japan customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.4.8.5 Japan customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.4.9 Australia
8.4.9.1 Australia customer experience management market, 2018 - 2030 (USD Million)
8.4.9.2 Australia customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.4.9.3 Australia customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.4.9.4 Australia customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.4.9.5 Australia customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.4.10 New Zealand
8.4.10.1 New Zealand customer experience management market, 2018 - 2030 (USD Million)
8.4.10.2 New Zealand customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.4.10.3 New Zealand customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.4.10.4 New Zealand customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.4.10.5 New Zealand customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.5 Latin America
8.5.1 Latin America customer experience management market, 2018 - 2030 (USD Million)
8.5.2 Latin America customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.5.3 Latin America customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.5.4 Latin America customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.5.5 Latin America customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.5.6 Brazil
8.5.6.1 Brazil customer experience management market, 2018 - 2030 (USD Million)
8.5.6.2 Brazil customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.5.6.3 Brazil customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.5.6.4 Brazil customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.5.6.5 Brazil customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.5.7 Mexico
8.5.7.1 Mexico customer experience management market, 2018 - 2030 (USD Million)
8.5.7.2 Mexico customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.5.7.3 Mexico customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.5.7.4 Mexico customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.5.7.5 Mexico customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.6 MEA
8.6.1 MEA customer experience management market, 2018 - 2030 (USD Million)
8.6.2 MEA customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.6.3 MEA customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.6.4 MEA customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.6.5 MEA customer experience management market, by end-use, 2018 - 2030
8.6.6 UAE
8.6.6.1 UAE customer experience management market, 2018 - 2030 (USD Million)
8.6.6.2 UAE customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.6.6.3 UAE customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.6.6.4 UAE customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.6.6.5 UAE customer experience management market, by end-use, 2018 - 2030 (USD Million)
8.6.7 Saudi Arabia
8.6.7.1 Saudi Arabia customer experience management market, 2018 - 2030 (USD Million)
8.6.7.2 Saudi Arabia customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
8.6.7.3 Saudi Arabia customer experience management market, by touch point type, 2018 - 2030 (USD Million)
8.6.7.4 Saudi Arabia customer experience management market, by deployment, 2018 - 2030 (USD Million)
8.6.7.5 Saudi Arabia customer experience management market, by end-use, 2018 - 2030 (USD Million)
Chapter 9 Competitive Analysis
9.1 Recent Developments and Impact Analysis, by Key Market Participants
9.2 Company/Competition Categorization
9.3 Vendor Landscape
9.3.1 Customer Experience Management Market: Key Company Market Ranking/Share Analysis, 2022
Chapter 10 Competitive Landscape
10.1 Adobe
10.1.1 Company overview
10.1.2 Financial performance
10.1.3 Product benchmarking
10.1.4 Strategic initiatives
10.2 Avaya Inc.
10.2.1 Company overview
10.2.2 Financial performance
10.2.3 Product benchmarking
10.2.4 Strategic initiatives
10.3 Clarabridge
10.3.1 Company overview
10.3.2 Financial performance
10.3.3 Product benchmarking
10.3.4 Strategic initiatives
10.4 Freshworks Inc.
10.4.1 Company overview
10.4.2 Financial performance
10.4.3 Product benchmarking
10.4.4 Strategic initiatives
10.5 Genesys
10.5.1 Company overview
10.5.2 Financial performance
10.5.3 Product benchmarking
10.5.4 Strategic initiatives
10.6 IBM Corporation
10.6.1 Company overview
10.6.2 Financial performance
10.6.3 Product benchmarking
10.6.4 Strategic initiatives
10.7 Medallia Inc.
10.7.1 Company overview
10.7.2 Financial performance
10.7.3 Product benchmarking
10.7.4 Strategic initiatives
10.8 Open Text Corporation
10.8.1 Company overview
10.8.2 Financial performance
10.8.3 Product benchmarking
10.8.4 Strategic initiatives
10.9 Oracle Corporation
10.9.1 Company overview
10.9.2 Financial performance
10.9.3 Product benchmarking
10.9.4 Strategic initiatives
10.10 Qualtrics
10.10.1 Company overview
10.10.2 Financial performance
10.10.3 Product benchmarking
10.10.4 Strategic initiatives
10.11 SAP SE
10.11.1 Company overview
10.11.2 Financial performance
10.11.3 Product benchmarking
10.11.4 Strategic initiatives
10.12 SAS Institute Inc.
10.12.1 Company overview
10.12.2 Financial performance
10.12.3 Product benchmarking
10. 12.4 Strategic initiatives
10.13 Service Management Group (SMG)
10.13.1 Company overview
10.13.2 Financial performance
10.13.3 Product benchmarking
10.13.4 Strategic initiatives
10.14 Tech Mahindra Limited
10.14.1 Company overview
10.14.2 Financial performance
10.14.3 Product benchmarking
10.14.4 Strategic initiatives
10.15 Verint
10.15.1 Company overview
10.15.2 Financial performance
10.15.3 Product benchmarking
10.15.4 Strategic initiatives
10.16 Zendesk
10.16.1 Company overview
10.16.2 Financial performance
10.16.3 Product benchmarking
10.16.4 Strategic initiatives
10.17 Miraway
10.17.1 Company overview
10.17.2 Financial performance
10.17.3 Product benchmarking
10.17.4 Strategic initiatives
List of Tables
Table 1 Customer experience management market - Industry snapshot & key buying criteria, 2018 - 2030
TABLE 2 Global customer experience management market, 2018 - 2030 (USD Million)
TABLE 3 Global customer experience management market, by region, 2018 - 2030 (USD Million)
TABLE 4 Global customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 5 Global customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 6 Global customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 7 Global customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 8 Vendor landscape
TABLE 9 CEM market for EFM software, 2018 - 2030 (USD Million)
TABLE 10 CEM market for EFM software, by region, 2018 - 2030 (USD Million)
TABLE 11 CEM market for speech analytics, 2018 - 2030 (USD Million)
TABLE 12 CEM market for speech analytics, by region, 2018 - 2030 (USD Million)
TABLE 13 CEM market for text analytics, 2018 - 2030 (USD Million)
TABLE 14 CEM market for text analytics, by region, 2018 - 2030 (USD Million)
TABLE 15 CEM market for web analytics & content management, 2018 - 2030 (USD Million)
TABLE 16 CEM market for web analytics & content management, by region, 2018 - 2030 (USD Million)
TABLE 17 Other CEM analytical tools market, 2018 - 2030 (USD Million)
TABLE 18 Other CEM analytical tools market, by region, 2018 - 2030 (USD Million)
TABLE 19 Stores/branches CEM market, 2018 - 2030 (USD Million)
TABLE 20 Stores/branches CEM market, by region, 2018 - 2030 (USD Million)
TABLE 21 Call Centers CEM market, 2018 - 2030 (USD Million)
TABLE 22 Call Centers CEM market, by region, 2018 - 2030 (USD Million)
TABLE 23 Social media platform CEM market, 2018 - 2030 (USD Million)
TABLE 24 Social media platform CEM market, by region, 2018 - 2030 (USD Million)
TABLE 25 Email CEM market, 2018 - 2030 (USD Million)
TABLE 26 Email CEM market, by region, 2018 - 2030 (USD Million)
TABLE 27 Mobile CEM market, 2018 - 2030 (USD Million)
TABLE 28 Mobile CEM market, by region, 2018 - 2030 (USD Million)
TABLE 29 Web services CEM market, 2018 - 2030 (USD Million)
TABLE 30 Web services CEM market, by region, 2018 - 2030 (USD Million)
TABLE 31 CEM market for other touchpoints, 2018 - 2030 (USD Million)
TABLE 32 CEM market for other touchpoints, by region, 2018 - 2030 (USD Million)
TABLE 33 Cloud CEM market, 2018 - 2030 (USD Million)
TABLE 34 Cloud CEM market, by region, 2018 - 2030 (USD Million)
TABLE 35 On-premise CEM market, 2018 - 2030 (USD Million)
TABLE 36 On-premise CEM market, by region, 2018 - 2030 (USD Million)
TABLE 37 CEM market in BFSI, 2018 - 2030 (USD Million)
TABLE 38 CEM market in BFSI, by region, 2018 - 2030 (USD Million)
TABLE 39 CEM market in retail, 2018 - 2030 (USD Million)
TABLE 40 CEM market in retail, by region, 2018 - 2030 (USD Million)
TABLE 41 CEM market in healthcare, 2018 - 2030 (USD Million)
TABLE 42 CEM market in healthcare, by region, 2018 - 2030 (USD Million)
TABLE 43 CEM market in IT & telecom, 2018 - 2030 (USD Million)
TABLE 44 CEM market in IT & telecom, by region, 2018 - 2030 (USD Million)
TABLE 45 CEM market in manufacturing, 2018 - 2030 (USD Million)
TABLE 46 CEM market in manufacturing, by region, 2018 - 2030 (USD Million)
TABLE 47 CEM market in government, energy & utilities, 2018 - 2030 (USD Million)
TABLE 48 CEM market in government, energy & utilities, by region, 2018 - 2030 (USD Million)
TABLE 49 CEM market in construction, real estate & property management, 2018 - 2030 (USD Million)
TABLE 50 CEM market in construction, real estate & property management, by region, 2018 - 2030 (USD Million)
TABLE 51 CEM market in service business, 2018 - 2030 (USD Million)
TABLE 52 CEM market in service business, by region, 2018 - 2030 (USD Million)
TABLE 53 CEM market in other end-use, 2018 - 2030 (USD Million)
TABLE 54 CEM market in other end-use, by region, 2018 - 2030 (USD Million)
TABLE 55 North America customer experience management market, 2018 - 2030 (USD Million)
TABLE 56 North America customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 57 North America customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 58 North America customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 59 North America customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 60 U.S. customer experience management market, 2018 - 2030 (USD Million)
TABLE 61 U.S. customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 62 U.S. customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 63 U.S. customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 64 U.S. customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 65 Canada customer experience management market, 2018 - 2030 (USD Million)
TABLE 66 Canada customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 67 Canada customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 68 Canada customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 69 Canada customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 70 Europe customer experience management market, 2018 - 2030 (USD Million)
TABLE 71 Europe customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 72 Europe customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 73 Europe customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 74 Europe customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 75 Germany customer experience management market, 2018 - 2030 (USD Million)
TABLE 76 Germany customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 77 Germany customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 78 Germany customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 79 Germany customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 80 France customer experience management market, 2018 - 2030 (USD Million)
TABLE 81 France customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 82 France customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 83 France customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 84 France customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 85 U.K. customer experience management market, 2018 - 2030 (USD Million)
TABLE 86 U.K. customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 87 U.K. customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 88 U.K. customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 89 U.K. customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 90 Italy customer experience management market, 2018 - 2030 (USD Million)
TABLE 91 Italy customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 92 Italy customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 93 Italy customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 94 Italy customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 95 Denmark customer experience management market, 2018 - 2030 (USD Million)
TABLE 96 Denmark customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 97 Denmark customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 98 Denmark customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 99 Denmark customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 100 Finland customer experience management market, 2018 - 2030 (USD Million)
TABLE 101 Finland customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 102 Finland customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 103 Finland customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 104 Finland customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 105 Norway customer experience management market, 2018 - 2030 (USD Million)
TABLE 106 Norway customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 107 Norway customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 108 Norway customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 109 Norway customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 110 Sweden customer experience management market, 2018 - 2030 (USD Million)
TABLE 111 Sweden customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 112 Sweden customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 113 Sweden customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 114 Sweden customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 115 Asia Pacific customer experience management market, 2018 - 2030 (USD Million)
TABLE 116 Asia Pacific customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 117 Asia Pacific customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 118 Asia Pacific customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 119 Asia Pacific customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 120 China customer experience management market, 2018 - 2030 (USD Million)
TABLE 121 China customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 122 China customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 123 China customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 124 China customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 125 India customer experience management market, 2018 - 2030 (USD Million)
TABLE 126 India customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 127 India customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 128 India customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 129 India customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 130 Japan customer experience management market, 2018 - 2030 (USD Million)
TABLE 131 Japan customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 132 Japan customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 133 Japan customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 134 Japan customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 135 Australia customer experience management market, 2018 - 2030 (USD Million)
TABLE 136 Australia customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 137 Australia customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 138 Australia customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 139 Australia customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 140 New Zeland customer experience management market, 2018 - 2030 (USD Million)
TABLE 141 New Zeland customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 142 New Zeland customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 143 New Zeland customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 144 New Zeland customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 145 Latin America customer experience management market, 2018 - 2030 (USD Million)
TABLE 146 Latin America customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 147 Latin America customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 148 Latin America customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 149 Latin America customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 150 Brazil customer experience management market, 2018 - 2030 (USD Million)
TABLE 151 Brazil customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 152 Brazil customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 153 Brazil customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 154 Brazil customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 155 Mexico customer experience management market, 2018 - 2030 (USD Million)
TABLE 156 Mexico customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 157 Mexico customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 158 Mexico customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 159 Mexico customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 160 MEA customer experience management market, 2018 - 2030 (USD Million)
TABLE 161 MEA customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 162 MEA customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 163 MEA customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 164 MEA customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 160 UAE customer experience management market, 2018 - 2030 (USD Million)
TABLE 161 UAE customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 162 MEA customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 163 UAE customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 164 UAE customer experience management market, by end-use, 2018 - 2030 (USD Million)
TABLE 165 Saudi Arabia customer experience management market, 2018 - 2030 (USD Million)
TABLE 166 Saudi Arabia customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
TABLE 167 Saudi Arabia customer experience management market, by touch point type, 2018 - 2030 (USD Million)
TABLE 168 Saudi Arabia customer experience management market, by deployment, 2018 - 2030 (USD Million)
TABLE 169 Saudi Arabia customer experience management market, by end-use, 2018 - 2030 (USD Million)
List of Figures
Fig. 1 Market segmentation and scope
FIG. 2 Global Customer Experience Management (CEM) market, 2018 - 2030 (USD Million)
FIG. 3 Customer Experience Management (CEM) market - Value chain analysis
FIG. 4 Customer experience management market - Market dynamics
FIG. 5 Customer Experience Management (CEM) market - Key market driver impact
FIG. 6 Customer Experience Management (CEM) market - Key market restraint impact
FIG. 7 Key opportunities prioritized
FIG. 8 Customer Experience Management (CEM) market - Porter’s five forces analysis
FIG. 9 Customer Experience Management (CEM) market - Company market share analysis, 2022
FIG. 10 Customer Experience Management (CEM) market - PESTEL analysis
FIG. 11 Customer experience management market share, by analytical tools, 2022
FIG. 12 Customer experience management market share, by touch point type, 2022
FIG. 13 Customer experience management market share, by deployment, 2022
FIG. 14 Customer experience management market share, by end-use, 2022
FIG. 15 Customer experience management market share, by region, 2022
FIG. 16 Customer experience management market - Regional takeaways, 2022
FIG. 17 North America customer experience management market - Key takeaways
FIG. 18 Europe customer experience management market - Key takeaways
FIG. 19 Europe customer experience management market - Key takeaways
FIG. 20 Asia Pacific customer experience management market - Key takeaways
FIG. 21 Latin America customer experience management market - Key takeaways
FIG. 22 MEA customer experience management market - Key takeaways
Companies Mentioned
- Adobe
- Avaya Inc.
- Clarabridge
- Freshworks Inc.
- Genesys
- IBM Corporation
- Medallia Inc.
- Open Text Corporation
- Oracle Corporation
- Qualtrics
- SAP SE
- SAS Institute Inc.
- Service Management Group (SMG)
- Tech Mahindra Limited
- Verint
- Zendesk
- Miraway
Methodology
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Table Information
| Report Attribute | Details |
|---|---|
| No. of Pages | 150 |
| Published | January 2023 |
| Forecast Period | 2023 - 2030 |
| Estimated Market Value ( USD | $ 12.04 Billion |
| Forecasted Market Value ( USD | $ 32.87 Billion |
| Compound Annual Growth Rate | 15.4% |
| Regions Covered | Global |
| No. of Companies Mentioned | 17 |
