The Latin America, Middle East and Africa Customer Engagement Solutions Market is expected to witness market growth of 14.4% CAGR during the forecast period (2024-2031).
The Brazil market dominated the LAMEA Customer Engagement Solutions Market by country in 2023, and is expected to continue to be a dominant market till 2031; thereby, achieving a market value of $1.12 billion by 2031. The Argentina market is showcasing a CAGR of 15.9% during 2024-2031. Additionally, the UAE market would register a CAGR of 13.4% during 2024-2031.
The rapid expansion of e-commerce and digital payments has significantly increased the demand for interactive and responsive customer engagement solutions. According to UNCTAD, global e-commerce sales reached $26.7 trillion, accounting for 30% of global GDP, highlighting the shift towards online transactions.
The COVID-19 pandemic further accelerated the shift toward digital retail, with UNCTAD reporting that online retail's share in total sales increased from 16% to 19% in 2020. In order to satisfy consumers' increasing expectations, businesses must expand their investments in sophisticated solutions as online purchasing continues to dominate.
The LAMEA region is emerging as a key market for these solutions, with countries investing in digital transformation, omnichannel experiences, and automation-driven customer interactions. The United Arab Emirates (UAE) is emerging as a fintech leader in the Middle East, with its banking, financial services, and insurance (BFSI) sector increasingly relying on AI-driven solutions. Brazil’s travel and hospitality sector is experiencing a digital revolution, with AI-powered solutions becoming essential for enhancing traveler experiences. As the region’s most visited country, Brazil’s tourism industry embraces virtual concierges, multilingual AI chatbots, and predictive booking technologies to provide seamless services. South Africa’s media and entertainment industry is undergoing a digital shift, with AI-driven solutions becoming central to content distribution, viewer engagement, and interactive media experiences. Hence, as the region embraces AI-driven innovation, LAMEA is set to become a key player in the next phase of intelligent, data-driven, and immersive customer engagement experiences.
The Brazil market dominated the LAMEA Customer Engagement Solutions Market by country in 2023, and is expected to continue to be a dominant market till 2031; thereby, achieving a market value of $1.12 billion by 2031. The Argentina market is showcasing a CAGR of 15.9% during 2024-2031. Additionally, the UAE market would register a CAGR of 13.4% during 2024-2031.
The rapid expansion of e-commerce and digital payments has significantly increased the demand for interactive and responsive customer engagement solutions. According to UNCTAD, global e-commerce sales reached $26.7 trillion, accounting for 30% of global GDP, highlighting the shift towards online transactions.
The COVID-19 pandemic further accelerated the shift toward digital retail, with UNCTAD reporting that online retail's share in total sales increased from 16% to 19% in 2020. In order to satisfy consumers' increasing expectations, businesses must expand their investments in sophisticated solutions as online purchasing continues to dominate.
The LAMEA region is emerging as a key market for these solutions, with countries investing in digital transformation, omnichannel experiences, and automation-driven customer interactions. The United Arab Emirates (UAE) is emerging as a fintech leader in the Middle East, with its banking, financial services, and insurance (BFSI) sector increasingly relying on AI-driven solutions. Brazil’s travel and hospitality sector is experiencing a digital revolution, with AI-powered solutions becoming essential for enhancing traveler experiences. As the region’s most visited country, Brazil’s tourism industry embraces virtual concierges, multilingual AI chatbots, and predictive booking technologies to provide seamless services. South Africa’s media and entertainment industry is undergoing a digital shift, with AI-driven solutions becoming central to content distribution, viewer engagement, and interactive media experiences. Hence, as the region embraces AI-driven innovation, LAMEA is set to become a key player in the next phase of intelligent, data-driven, and immersive customer engagement experiences.
List of Key Companies Profiled
- IBM Corporation
- SAP SE
- Microsoft Corporation
- Avaya, Inc. (Avaya Holdings Corp.)
- Oracle Corporation
- Salesforce, Inc.
- NICE Ltd.
- Pegasystems, Inc.
- Open Text Corporation
- Zoho Corporation Pvt. Ltd.
Market Report Segmentation
By Deployment Type
- Mobile Apps
- Web-based
By Component
- Omnichannel
- Reporting & Analytics
- Chatbots
- Workforce Optimization
- Other Component
By Enterprise Size
- Large Enterprise
- Small & Medium Enterprise
By Industry
- IT & Telecom
- BFSI
- Retail & Consumer
- Travel & Hospitality
- Healthcare
- Media & Entertainment
- Other Industry
By Country
- Brazil
- Argentina
- UAE
- Saudi Arabia
- South Africa
- Nigeria
- Rest of LAMEA
Table of Contents
Chapter 1. Market Scope & Methodology
Chapter 2. Market at a Glance
Chapter 3. Market Overview
Chapter 4. Competition Analysis - Global
Chapter 5. LAMEA Customer Engagement Solutions Market by Deployment Type
Chapter 6. LAMEA Customer Engagement Solutions Market by Component
Chapter 7. LAMEA Customer Engagement Solutions Market by Enterprise Size
Chapter 8. LAMEA Customer Engagement Solutions Market by Industry
Chapter 9. LAMEA Customer Engagement Solutions Market by Country
Chapter 10. Company Profiles
Companies Mentioned
- IBM Corporation
- SAP SE
- Microsoft Corporation
- Avaya, Inc. (Avaya Holdings Corp.)
- Oracle Corporation
- Salesforce, Inc.
- NICE Ltd.
- Pegasystems, Inc.
- Open Text Corporation
- Zoho Corporation Pvt. Ltd.
Methodology
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