Customer Experience Management Market: Global Industry Analysis, Trends, Market Size, and Forecasts up to 2027

The report on the global customer experience management market provides qualitative and quantitative analysis for the period from 2019 to 2027. The report predicts the global customer experience management market to grow with a CAGR of 11.82% over the forecast period from 2021-2027. The study on customer experience management market covers the analysis of the leading geographies such as North America, Europe, Asia-Pacific, and RoW for the period of 2019 to 2027.

The report on customer experience management market is a comprehensive study and presentation of drivers, restraints, opportunities, demand factors, market size, forecasts, and trends in the global customer experience management market over the period of 2019 to 2027. Moreover, the report is a collective presentation of primary and secondary research findings.

Porter's five forces model in the report provides insights into the competitive rivalry, supplier and buyer positions in the market and opportunities for the new entrants in the global customer experience management market over the period of 2019 to 2027. Further, Growth Matrix gave in the report brings an insight into the investment areas that existing or new market players can consider.

Report Findings

1) Drivers

• Growing rate of customer attrition across various industries
• Growing adoption of cloud-based solutions for controlling the operational costs

2) Restraints

• Lack of standardization in customer experience solutions

3) Opportunities

• Growing integration of advanced technologies such as AI, and IoT in the CEM solutions

Research Methodology

A) Primary Research

Our primary research involves extensive interviews and analysis of the opinions provided by the primary respondents. The primary research starts with identifying and approaching the primary respondents, the primary respondents are approached include
1. Key Opinion Leaders
2. Internal and External subject matter experts
3. Professionals and participants from the industry

The primary research respondents typically include

1. Executives working with leading companies in the market under review
2. Product/brand/marketing managers
3. CXO level executives
4. Regional/zonal/country managers
5. Vice President level executives.

B) Secondary Research

Secondary research involves extensive exploring through the secondary sources of information available in both the public domain and paid sources. Each research study is based on over 500 hours of secondary research accompanied by primary research. The information obtained through the secondary sources is validated through the crosscheck on various data sources.

The secondary sources of the data typically include

1. Company reports and publications
2. Government/institutional publications
3. Trade and associations journals
4. Databases such as WTO, OECD, World Bank, and among others.
5. Websites and publications by research agencies

Segment Covered

The global customer experience management market is segmented on the basis of component, deployment, organization size, touchpoint, and end user.

The Global Customer Experience Management Market by Component

• Hardware
• Software
• Services

The Global Customer Experience Management Market by Deployment

• Cloud
• On-premise

The Global Customer Experience Management Market by Organization Size

• Large Enterprises
• SMEs

The Global Customer Experience Management Market by Touchpoint

• Store
• Website
• Call Center
• Email
• Others

The Global Customer Experience Management Market by End User

• BFSI
• IT & Telecommunication
• Retail
• Healthcare
• Tourism and Hospitality
• Media and Entertainment
• Others

Company Profiles

The companies covered in the report include

• IBM Corporation
• Oracle Corporation
• SAP SE
• SAS Institute Inc.
• Adobe Inc.
• Salesforce.com Inc.
• Avaya Holdings Corp.
• NGDATA, Inc.
• Verint Systems Inc.
• Tech Mahindra Ltd.

What does this Report Deliver?

1. Comprehensive analysis of the global as well as regional markets of the customer experience management market.
2. Complete coverage of all the segments in the customer experience management market to analyze the trends, developments in the global market and forecast of market size up to 2027.
3. Comprehensive analysis of the companies operating in the global customer experience management market. The company profile includes analysis of product portfolio, revenue, SWOT analysis and latest developments of the company.
4. Growth Matrix presents an analysis of the product segments and geographies that market players should focus to invest, consolidate, expand and/or diversify.

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