Europe Customer Experience Management Market Forecast to 2028 - COVID-19 Impact and Regional Analysis - by Component, Deployment Mode, Organization Size, Touchpoint, and Industry Vertical

The customer experience management market in Europe is expected to grow from US$ 3,438.75 million in 2022 to US$ 8,442.90 million by 2028. It is estimated to grow at a CAGR of 16.1% from 2022 to 2028.

The growing adoption of artificial intelligence (AI) in verticals such as retail, IT & telecom, automotive, and healthcare is helping to improve the customer experience. The companies are analyzing future customer behavior by integrating AI and machine learning into consumer experience solutions. These predictive analytics and AI-enabled solutions help companies extract meaningful insights from customer data. Therefore, companies are increasingly focusing on implementing advanced technologies to improve the customer experience. For instance, in December 2021, TPG launched Anna, an AI-based customer experience platform. It evaluates more interactions with high accuracy. Anna Chatbot can evaluate customer interactions 100% and provide a sample-based analysis of customer chats and voice communications. Furthermore, companies are using advanced AI applications such as facial recognition, biometrics, chatbots, and digital assistants to improve the customer experience. For instance, the Facebook Messenger bot uses AI and machine learning to help shoppers find what they are looking for through simple conversations, which helps improve the customer experience and increase profitability. Similarly, adopting augmented reality across retailers is expected to help improve the shopping experience. For example, IKEA integrates augmented reality to show furniture in real-time, helping customers make purchase decisions and reduce returns. Therefore, the rapid adoption of virtual assistants/bots is stimulating the demand for consumer experience solutions.

Market Overview

The growing e-commerce industry is driving the customer experience management market in Europe. For instance, according to a recent report by The Paypers, e-commerce across Europe grew by 10% to US$ 757 billion from 2019 to 2020 and reached US$ 844 billion in 2021. Furthermore, the studies claim that Western Europe is the leading the sales with 64% of total sales, while Southern Europe accounted for 16%. The regions with the highest sales growth rates from 2019 to 2020 were Eastern Europe (36%), Central Europe (28%), and Southern Europe (24%). Hence, the growing e-commerce industry is likely to boost the CEM market in Europe, as e-commerce and managing customer experience are affected by the online experiences of people who find and visit a website or product page, from the start of the checkout process to the post-purchase confirmation email in the inbox. Hence, the companies are progressively adopting the CEM tools to maintain their dominance in the market.

Europe Customer Experience Management Market Segmentation

The Europe customer experience management market is segmented into component, deployment mode, organization size, touch point, industry vertical, and country.

Based on component, the market is segmented into solution and service. The solution segment registered the largest market share in 2022.
Based on deployment mode, the market is segmented into on premise and cloud based. The cloud based segment held a larger market share in 2022.
Based on organization size, the market is segmented into small and medium enterprises and large enterprises. The large enterprises segment held the largest market share in 2022.
Based on touch point, the market is segmented into call center, website, mobile application, email, social media, and others. The call center segment held the largest market share in 2022.
Based on industry vertical, the market is segmented into IT and telecom, BFSI, energy and utilities, government, retail, manufacturing, and others. The IT and telecom segment held the largest market share in 2022.
Based on country, the market is segmented into Germany, the UK, France, Italy, Russia, and Rest of Europe. The UK dominated the market share in 2022.

Adobe; Avaya Inc.; IBM Corporation; NICE Ltd.; Oracle Corporation; SAP SEl; Verint Systems, Inc.; Zendesk; SAS Institute Inc.; and Salesforce.com, inc. are the leading companies operating in the customer experience management market in the region.

1. Introduction

1.1 Study Scope
1.2 Research Report Guidance
1.3 Market Segmentation
1.3.1 Europe Customer Experience Management Market - By Component
1.3.2 Europe Customer Experience Management Market - By Deployment Mode
1.3.3 Europe Customer Experience Management Market - By Organization Size
1.3.4 Europe Customer Experience Management Market - By Touchpoint
1.3.5 Europe Customer Experience Management Market - By Industry Vertical
1.3.6 Europe Customer Experience Management Market - By Country

2. Key Takeaways

3. Research Methodology

3.1 Coverage
3.2 Secondary Research
3.3 Primary Research

4. Europe Customer Experience Management Market Landscape

4.1 Market Overview
4.2 PEST Analysis
4.3 Ecosystem Analysis
4.4 Expert Opinions

5. Europe Customer Experience Management Market - Market Dynamics

5.1 Key Market Drivers
5.1.1 Fostering Adoption of Artificial Intelligence
5.1.2 Raising E-Commerce Industries
5.2 Key Market Restraints
5.2.1 Growing Concerns Regarding Data Breaching and Security
5.3 Key Market Opportunities
5.3.1 Surging Innovation in Omni Channel Shopping
5.4 Future Trends
5.4.1 Incorporation of New Business Models
5.5 Impact Analysis of Drivers and Restraints

6. Europe Customer Experience Management Market Analysis

6.1 Overview
6.2 Europe Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)

7. Europe Customer Experience Management Market Analysis - By Component

7.1 Overview
7.2 Europe Customer Experience Management Market Revenue and Forecast, by Component
7.3 Solution
7.3.1 Overview
7.3.2 Solution Market Revenue and Forecast to 2028 (US$ Million)
7.4 Service
7.4.1 Overview
7.4.2 Service Market Revenue and Forecast to 2028 (US$ Million)

8. Europe Customer Experience Management Market Analysis - By Deployment Mode

8.1 Overview
8.2 Europe Customer Experience Management Market Revenue and Forecast, by Deployment Mode
8.3 On Premise
8.3.1 Overview
8.3.2 On Premise Market Revenue and Forecast to 2028 (US$ Million)
8.4 Cloud based
8.4.1 Overview
8.4.2 Cloud based Market Revenue and Forecast to 2028 (US$ Million)

9. Europe Customer Experience Management Market Analysis - By Organization Size

9.1 Overview
9.2 Europe Customer Experience Management Market Revenue and Forecast, by Organization Size
9.3 Small and Medium Enterprises
9.3.1 Overview
9.3.2 Small and Medium Enterprises Market Revenue and Forecast to 2028 (US$ Million)
9.4 Large Enterprises
9.4.1 Overview
9.4.2 Large Enterprises Market Revenue and Forecast to 2028 (US$ Million)

10. Europe Customer Experience Management Market Analysis - By Touchpoint

10.1 Overview
10.2 Europe Customer Experience Management Market Revenue and Forecast, by Touchpoint
10.3 Call Center
10.3.1 Overview
10.3.2 Call Center Market Revenue and Forecast to 2028 (US$ Million)
10.4 Website
10.4.1 Overview
10.4.2 Website Market Revenue and Forecast to 2028 (US$ Million)
10.5 Mobile application
10.5.1 Overview
10.5.2 Mobile application Market Revenue and Forecast to 2028 (US$ Million)
10.6 Email
10.6.1 Overview
10.6.2 Email Market Revenue and Forecast to 2028 (US$ Million)
10.7 Social Media
10.7.1 Overview
10.7.2 Social Media Market Revenue and Forecast to 2028 (US$ Million)
10.8 Others
10.8.1 Overview
10.8.2 Others Market Revenue and Forecast to 2028 (US$ Million)

11. Europe Customer Experience Management Market Analysis - By Industry Vertical

11.1 Overview
11.2 Europe Customer Experience Management Market, by Industry Vertical
11.3 IT and Telecom
11.3.1 Overview
11.3.2 IT and Telecom Market Revenue and Forecast to 2028 (US$ Million)
11.4 BFSI
11.4.1 Overview
11.4.2 BFSI Market Revenue and Forecast to 2028 (US$ Million)
11.5 Retail
11.5.1 Overview
11.5.2 Retail Market Revenue and Forecast to 2028 (US$ Million)
11.6 Energy and Utilities
11.6.1 Overview
11.6.2 Energy and Utilities Market Revenue and Forecast to 2028 (US$ Million)
11.7 Government
11.7.1 Overview
11.7.2 Government Market Revenue and Forecast to 2028 (US$ Million)
11.8 Manufacturing
11.8.1 Overview
11.8.2 Manufacturing Market Revenue and Forecast to 2028 (US$ Million)
11.9 Others
11.9.1 Overview
11.9.2 Others Market Revenue and Forecast to 2028 (US$ Million)

12. Europe Customer Experience Management Market - Country Analysis

12.1 Overview
12.1.1 Europe Customer Experience Management Market Breakdown, By Key Country
12.1.1.1 Germany Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
12.1.1.1.1 Germany Customer Experience Management Market Breakdown, By Component
12.1.1.1.2 Germany Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.1.3 Germany Customer Experience Management Market Breakdown, By Organization Size
12.1.1.1.4 Germany Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.1.5 Germany Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.2 France Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
12.1.1.2.1 France Customer Experience Management Market Breakdown, By Component
12.1.1.2.2 France Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.2.3 France Customer Experience Management Market Breakdown, By Organization Size
12.1.1.2.4 France Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.2.5 France Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.3 Italy Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
12.1.1.3.1 Italy Customer Experience Management Market Breakdown, By Component
12.1.1.3.2 Italy Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.3.3 Italy Customer Experience Management Market Breakdown, By Organization Size
12.1.1.3.4 Italy Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.3.5 Italy Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.4 UK Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
12.1.1.4.1 UK Customer Experience Management Market Breakdown, By Component
12.1.1.4.2 UK Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.4.3 UK Customer Experience Management Market Breakdown, By Organization Size
12.1.1.4.4 UK Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.4.5 UK Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.5 Russia Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
12.1.1.5.1 Russia Customer Experience Management Market Breakdown, By Component
12.1.1.5.2 Russia Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.5.3 Russia Customer Experience Management Market Breakdown, By Organization Size
12.1.1.5.4 Russia Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.5.5 Russia Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.6 Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
12.1.1.6.1 Rest of Europe Customer Experience Management Market Breakdown, By Component
12.1.1.6.2 Rest of Europe Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.6.3 Rest of Europe Customer Experience Management Market Breakdown, By Organization Size
12.1.1.6.4 Rest of Europe Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.6.5 Rest of Europe Customer Experience Management Market Breakdown, By Industry Vertical

13. Industry Landscape

13.1 Market Initiative
13.2 Merger and Acquisition
13.3 New Development

14. Company Profiles

14.1 Adobe
14.1.1 Key Facts
14.1.2 Business Description
14.1.3 Products and Services
14.1.4 Financial Overview
14.1.5 SWOT Analysis
14.1.6 Key Developments
14.2 Avaya Inc.
14.2.1 Key Facts
14.2.2 Business Description
14.2.3 Products and Services
14.2.4 Financial Overview
14.2.5 SWOT Analysis
14.2.6 Key Developments
14.3 IBM Corporation
14.3.1 Key Facts
14.3.2 Business Description
14.3.3 Products and Services
14.3.4 Financial Overview
14.3.5 SWOT Analysis
14.3.6 Key Developments
14.4 NICE Ltd.
14.4.1 Key Facts
14.4.2 Business Description
14.4.3 Products and Services
14.4.4 Financial Overview
14.4.5 SWOT Analysis
14.4.6 Key Developments
14.5 Oracle Corporation
14.5.1 Key Facts
14.5.2 Business Description
14.5.3 Products and Services
14.5.4 Financial Overview
14.5.5 SWOT Analysis
14.5.6 Key Developments
14.6 SAP SE
14.6.1 Key Facts
14.6.2 Business Description
14.6.3 Products and Services
14.6.4 Financial Overview
14.6.5 SWOT Analysis
14.6.6 Key Developments
14.7 Verint Systems, Inc.
14.7.1 Key Facts
14.7.2 Business Description
14.7.3 Products and Services
14.7.4 Financial Overview
14.7.5 SWOT Analysis
14.7.6 Key Developments
14.8 Zendesk
14.8.1 Key Facts
14.8.2 Business Description
14.8.3 Products and Services
14.8.4 Financial Overview
14.8.5 SWOT Analysis
14.8.6 Key Developments
14.9 SAS Institute Inc.
14.9.1 Key Facts
14.9.2 Business Description
14.9.3 Products and Services
14.9.4 Financial Overview
14.9.5 SWOT Analysis
14.9.6 Key Developments
14.10 Salesforce.com, inc.
14.10.1 Key Facts
14.10.2 Business Description
14.10.3 Products and Services
14.10.4 Financial Overview
14.10.5 SWOT Analysis
14.10.6 Key Developments

15. Appendix

15.1 About the Publisher
15.2 Glossary of Terms

List of Tables

Table 1. Europe Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Table 2. Europe: Customer Experience Management Market, Revenue and Forecast to 2028 - By Country (US$ Million)
Table 3. Germany Customer Experience Management Market Revenue and Forecast to 2028 - By Component (US$ Million)
Table 4. Germany Customer Experience Management Market Revenue and Forecast to 2028 - By Deployment Mode (US$ Million)
Table 5. Germany Customer Experience Management Market Revenue and Forecast to 2028 - By Organization Size (US$ Million)
Table 6. Germany Customer Experience Management Market Revenue and Forecast to 2028 - By Touchpoint (US$ Million)
Table 7. Germany Customer Experience Management Market Revenue and Forecast to 2028 - By Industry Vertical (US$ Million)
Table 8. France Customer Experience Management Market Revenue and Forecast to 2028 - By Component (US$ Million)
Table 9. France Customer Experience Management Market Revenue and Forecast to 2028 - By Deployment Mode (US$ Million)
Table 10. France Customer Experience Management Market Revenue and Forecast to 2028 - By Organization Size (US$ Million)
Table 11. France Customer Experience Management Market Revenue and Forecast to 2028 - By Touchpoint (US$ Million)
Table 12. France Customer Experience Management Market Revenue and Forecast to 2028 - By Industry Vertical (US$ Million)
Table 13. Italy Customer Experience Management Market Revenue and Forecast to 2028 - By Component (US$ Million)
Table 14. Italy Customer Experience Management Market Revenue and Forecast to 2028 - By Deployment Mode (US$ Million)
Table 15. Italy Customer Experience Management Market Revenue and Forecast to 2028 - By Organization Size (US$ Million)
Table 16. Italy Customer Experience Management Market Revenue and Forecast to 2028 - By Touchpoint (US$ Million)
Table 17. Italy Customer Experience Management Market Revenue and Forecast to 2028 - By Industry Vertical (US$ Million)
Table 18. UK Customer Experience Management Market Revenue and Forecast to 2028 - By Component (US$ Million)
Table 19. UK Customer Experience Management Market Revenue and Forecast to 2028 - By Deployment Mode (US$ Million)
Table 20. UK Customer Experience Management Market Revenue and Forecast to 2028 - By Organization Size (US$ Million)
Table 21. UK Customer Experience Management Market Revenue and Forecast to 2028 - By Touchpoint (US$ Million)
Table 22. UK Customer Experience Management Market Revenue and Forecast to 2028 - By Industry Vertical (US$ Million)
Table 23. Russia Customer Experience Management Market Revenue and Forecast to 2028 - By Component (US$ Million)
Table 24. Russia Customer Experience Management Market Revenue and Forecast to 2028 - By Deployment Mode (US$ Million)
Table 25. Russia Customer Experience Management Market Revenue and Forecast to 2028 - By Organization Size (US$ Million)
Table 26. Russia Customer Experience Management Market Revenue and Forecast to 2028 - By Touchpoint (US$ Million)
Table 27. Russia Customer Experience Management Market Revenue and Forecast to 2028 - By Industry Vertical (US$ Million)
Table 28. Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 - By Component (US$ Million)
Table 29. Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 - By Deployment Mode (US$ Million)
Table 30. Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 - By Organization Size (US$ Million)
Table 31. Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 - By Touchpoint (US$ Million)
Table 32. Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 - By Industry Vertical (US$ Million)
Table 33. Glossary of Terms, Europe Customer Experience Management Market

List of Figures

Figure 1. Europe Customer Experience Management Market Segmentation
Figure 2. Europe Customer Experience Management Market Segmentation - By Country
Figure 3. Europe Customer Experience Management Market Overview
Figure 4. Europe Customer Communications Management Market, By Component
Figure 5. Europe Customer Communications Management Market, By Industry Vertical
Figure 6. Europe Customer Communications Management Market, By Country
Figure 7. Europe: PEST Analysis
Figure 8. Expert Opinion
Figure 9. Europe Customer Experience Management Market Impact Analysis of Drivers and Restraints
Figure 1. Europe Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 1. Europe: Customer Experience Management Market, by Component, 2021 & 2028 (%)
Figure 1. Solution Market Revenue and Forecast to 2028 (US$ Million)
Figure 1. Service Market Revenue and Forecast to 2028 (US$ Million)
Figure 1. Europe Customer Experience Management Market, by Deployment Mode, 2021 & 2028 (%)
Figure 1. On-Premise Market Revenue and Forecast to 2028 (US$ Million)
Figure 1. Cloud based Market Revenue and Forecast to 2028 (US$ Million)
Figure 1. Europe Customer Experience Management Market, by Organization Size, 2021 & 2028 (%)
Figure 1. Small and Medium Enterprises Market Revenue and Forecast to 2028 (US$ Million)
Figure 1. Large Enterprises Market Revenue and Forecast to 2028 (US$ Million)
Figure 20. Europe Customer Experience Management Market, by Touchpoint, 2021 & 2028 (%)
Figure 21. Call Center Market Revenue and Forecast to 2028 (US$ Million)
Figure 22. Website Market Revenue and Forecast to 2028 (US$ Million)
Figure 23. Mobile application Market Revenue and Forecast to 2028 (US$ Million)
Figure 24. Email Market Revenue and Forecast to 2028 (US$ Million)
Figure 25. Social Media Market Revenue and Forecast to 2028 (US$ Million)
Figure 26. Others Market Revenue and Forecast to 2028 (US$ Million)
Figure 27. Europe Customer Experience Management Market, by Industry Vertical, 2021 & 2028 (%)
Figure 28. IT and Telecom Market Revenue and Forecast to 2028 (US$ Million)
Figure 29. BFSI Market Revenue and Forecast to 2028 (US$ Million)
Figure 30. Retail Market Revenue and Forecast to 2028 (US$ Million)
Figure 31. Energy and Utilities Market Revenue and Forecast to 2028 (US$ Million)
Figure 32. Government Market Revenue and Forecast to 2028 (US$ Million)
Figure 33. Manufacturing Market Revenue and Forecast to 2028 (US$ Million)
Figure 34. Others Market Revenue and Forecast to 2028 (US$ Million)
Figure 35. Europe Customer Experience Management Market
Figure 36. Europe: Customer Experience Management Market, by Country, 2021 & 2028 (%)
Figure 37. Germany Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 38. France Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 39. Italy Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 40. UK Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 41. Russia Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 42. Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)

Companies Mentioned

Adobe
Avaya Inc.
IBM Corporation
NICE Ltd.
Oracle Corporation
SAP SE
Verint Systems, Inc.
Zendesk
SAS Institute Inc.
Salesforce.com, inc.

Table Information

Report Attribute	Details
No. of Pages	167
Published	October 2022
Forecast Period	2022 - 2028
Estimated Market Value ( USD ) in 2022	$ 3438.75 Million
Forecasted Market Value ( USD ) by 2028	$ 8442.9 Million
Compound Annual Growth Rate	16.1%
Regions Covered	Europe
No. of Companies Mentioned	10

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Market Overview

Europe Customer Experience Management Market Segmentation

Table of Contents

Companies Mentioned

Table Information

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