Market Research Report

Global Customer Experience Management Market Report By Analytical Tools (EFM Software, Speech Analytics, Text Analytics, Web Analytics & Content Management, Other Analytics), By TouchPoint Type (Stores/ Branches, Call Centers, Social Media Platform, Email, Mobile, Web Services, Others), By Deployment (Cloud, On-Premises), By End-User (BFSI, Retail, Healthcare, IT & Telecom, Manufacturing, Government, Energy & Utilities, Others) And By Regions - Industry Trends, Size, Share, Growth, Estimation and Forecast, 2021-2028

ID:VMR11214658
April 2021
Report Formats: Electronic (PDF), MS EXCEL
Global Customer Experience Management Market Overview

The key driver impacting the customer experience management market is the rising adoption of cloud technology by enterprises globally. It is due to the high accessibility of the cloud-based data anyplace, and customer behavior with the company is evaluated through the data stored on the cloud. Additionally, the same data on the cloud is accessible by the customer or multiple employees simultaneously, thus improving the market growth. For instance, The BSA Global Cloud Computing Scorecard report estimations, in 2018 globally there were over half of the enterprises had adopted cloud computing. During the time period 2012 and 2015, cloud computing demand had reached 70% and is likely to stand for 60% of growth during 2020. Moreover, growing technological advancements have transformed how customers react and interact with the brands across numerous channels, thus contributing to market growth. For example, big data analytics's emergence helps the enterprise design, manage, and enhance their end-to-end consumer experience management.
According to Value Market Research, the global customer experience management market size was valued at around USD 6750 million in 2020 and is estimated to grow at a CAGR of about 17.5% during the forecast period 2021 to 2027.

The growing trend in the investment towards customer retention strategies than that of customer acquisition strategies is estimated to augment customer experience management demand in the forecast period. According to the World Economic Forum, Globally, over 58% of companies that define themselves as more profitable than their competitors have their CEO in charge of customer experience. In contrast, only 37% of less profitable companies do, as per the recent survey. Companies where the CEO is put in overall charge of customer experience initiatives, are also most likely to prioritize customer experience investments (71% of the time). The complexities associated with data synchronization may hamper the global customer experience management market in the long run. Also, the difficulty in getting consistent CX feedback through all channels negatively impacts the market. The current industry trends, such as the increasing need for insights to predict customer intents and technological advancements, are expected to provide market players with new market opportunities.

The customer experience management market is vast, with many local and global players. The customer experience management market is extensive, with many local and international players. The key leaders follow numerous strategies to increase their market position, such as extending product portfolio, contracts, amalgamation, expanding product portfolio, product advancement, and acquisitions to improve their market share across the globe. For instance, In January 2019, SAP SE acquired a U.S.-based customer experience management software provider Qualtrics. The former company foresees an improvement in its XM category by uniting its software’s operational data with Qualtric's experience data with the acquisition. The significant players studied in the report are Avaya Inc., Adobe Genesys, IBM, Oracle, Open Text Corporation, Verint, SAP SE.

Global Customer Experience Management Market Share

In this research report, the customer experience management market is segmented by analytical tools, touchpoint type, deployment, end-user, and region.

Analysis by Analytical Tools:
By analytical tools, the report is segmented into EFM software, speech analytics, text analytics, web analytics & content management, other analytics. The Enterprise feedback management software dominates the analytical tools segment with a 23% share in 2020. The increasing generation of feedback, comments, and reviews across several digital platforms and offline survey systems is majorly boosting the segment growth. Moreover, EFM allows organizations to put together customer feedback directly into daily business operations, creating more demands for EFM software in the forecast period.

Analysis by TouchPoint Type:
By touchpoint type, the report is categorized into stores/ branches, call centers, social media platforms, email, mobile, web service, and others. The stores/ branches segment dominates the touchpoint type segment with a 15% share in 2020. It is due to the rising shift to an omnichannel model to offer appropriate customer support and services at every touchpoint. Moreover, the increase in marketing to provide customers with personalized content and services contributes to the stores/ branches segment's growth in the forecast period.

Analysis Deployment:
By deployment model, the report is segmented into cloud-based and on-premise. The cloud-based segment dominates the deployment mode segment with a 50% share in 2020. It is due to the Cloud-based customer experience management provides high scalability and flexibility. Moreover, cloud technology offers the advantage of low-cost integration of customer experience management system within the current business environment thus, driving demand for the cloud-based deployment model in the forecast period.

Analysis by End-User:
By end-user, the report is categorized into BFSI, retail, healthcare, IT and telecom, manufacturing, government, energy, and utilities, and others. The BFSI segment dominates the end-user segment with a 20% share in 2020. It is due to the rising usage of smartphones to conduct banking transactions that have enabled more personalized engagement, facilitating seamless banking through the mobile channel for consumers. Moreover, growing trends creating a positive customer experience through management worldwide contribute to the segment's growth in the forecast period.

Analysis by Region:
In the regional outlook of the global customer experience management market, the North America region dominates with a 40% market share during the forecast period. It is due to the constant digital transformation across various industry verticals, including retail, telecom, and banking. Moreover, the rising investments and allocating budgets for marketing and digital channels among the enterprises in U.S. and Canada contribute to the market's growth across North America.

Market Segmentation covered in the Report:
By Analytical Tools
  • EFM Software
  • Speech Analytics
  • Text Analytics
  • Web Analytics & Content Management
  • Other Analytics

By TouchPoint Type
  • Stores/ Branches
  • Call Centers
  • Social Media Platform
  • Email
  • Mobile
  • Web Services
  • Others

By Deployment
  • Cloud
  • On-Premises

By End-User
  • BFSI
  • Retail
  • Healthcare
  • IT & Telecom
  • Manufacturing
  • Government, Energy & Utilities
  • Others

By Region
  • North America
  • Europe
  • Asia Pacific
  • Latin America
  • Middle East and Africa

METHODOLOGY

This market research report has been produced by gathering information on the basis of primary and secondary research. Secondary research has been done by using various sources which include (but not limited to) Company Websites, Paid Data Sources, Technical Journals, Financial Reports, SEC Filings, and other different industry publications. 

If specific information is required which is not currently within the scope of the report, it can be provided as a part of customization.  

1 . PREFACE
       1.1. Report Description
           1.1.1. Objective
           1.1.2. Target Audience
           1.1.3. Unique Selling Proposition (USP) & offerings
       1.2. Research Scope
       1.3. Research Methodology
           1.3.1. Market Research Process
           1.3.2. Market Research Methodology
 
2 . EXECUTIVE SUMMARY
       2.1. Highlights of Market
       2.2. Global Market Snapshot
 
3 . CUSTOMER EXPERIENCE MANAGEMENT – INDUSTRY ANALYSIS
       3.1. Introduction - Market Dynamics
       3.2. Market Drivers
       3.3. Market Restraints
       3.4. Opportunities
       3.5. Industry Trends
       3.6. Porter’s Five Force Analysis
       3.7. Market Attractiveness Analysis
           3.7.1 By Analytical Tools
           3.7.2 By TouchPoint Type
           3.7.3 By Deployment
           3.7.4 By End-User
           3.7.5 By Region
 
4 . VALUE CHAIN ANALYSIS
       4.1. Value Chain Analysis
       4.2. Raw Material Analysis
           4.2.1. List of Raw Materials
           4.2.2. Raw Material Manufactures List
           4.2.3. Price Trend of Key Raw Materials
       4.3. List of Potential Buyers
       4.4. Marketing Channel
           4.4.1. Direct Marketing
           4.4.2. Indirect Marketing
           4.4.3. Marketing Channel Development Trend
 
5 . IMPACT ANALYSIS OF COVID-19 OUTBREAK
       5.1. Impact Analysis of Covid-19 Outbreak
           5.1.1. Direct Impact on Production
           5.1.2. Supply Chain and Market Disruption
           5.1.3. Financial Impact on Firms and Financial Markets
       5.2. COVID-19 Impact Analysis by Production, Import, Export and Demand
       5.3. Market: Pre V/S Post COVID-19
       5.4. Estimated Impact of the Coronavirus (COVID-19) Epidemic
       5.5. COVID-19: Micro and Macro Factor Analysis
 
6 . GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ANALYSIS BY ANALYTICAL TOOLS
       6.1 Overview by Analytical Tools
       6.2 Historical and Forecast Data
       6.3 Analysis by Analytical Tools
       6.4 EFM Software Market by Regions
       6.5 Speech Analytics Market by Regions
       6.6 Text Analytics Market by Regions
       6.7 Web Analytics & Content Management Market by Regions
       6.8 Other Analytics Market by Regions
 
7 . GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ANALYSIS BY TOUCHPOINT TYPE
       7.1 Overview by TouchPoint Type
       7.2 Historical and Forecast Data
       7.3 Analysis by TouchPoint Type
       7.4 Stores/ Branches Market by Regions
       7.5 Call Centers Market by Regions
       7.6 Social Media Platform Market by Regions
       7.7 Email Market by Regions
       7.8 Mobile Market by Regions
       7.9 Web Services Market by Regions
       7.10. Others Market by Regions
 
8 . GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ANALYSIS BY DEPLOYMENT
       8.1 Overview by Deployment
       8.2 Historical and Forecast Data
       8.3 Analysis by Deployment
       8.4 Cloud Market by Regions
       8.5 On-Premises Market by Regions
 
9 . GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ANALYSIS BY END-USER
       9.1 Overview by End-User
       9.2 Historical and Forecast Data
       9.3 Analysis by End-User
       9.4 BFSI Market by Regions
       9.5 Retail Market by Regions
       9.6 Healthcare Market by Regions
       9.7 IT & Telecom Market by Regions
       9.8 Manufacturing Market by Regions
       9.9 Government, Energy & Utilities Market by Regions
       9.10. Others Market by Regions
 
10 . GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ANALYSIS BY GEOGRAPHY
       10.1. Regional Outlook
       10.2. Introduction
       10.3. North America
           10.3.1. Overview, Historic and Forecast Data
           10.3.2. North America By Segment
           10.3.3. North America By Country
           10.3.4. United State
           10.3.5. Canada
           10.3.6. Mexico
       10.4. Europe
           10.4.1. Overview, Historic and Forecast Data
           10.4.2. Europe by Segment
           10.4.3. Europe by Country
           10.4.4. United Kingdom
           10.4.5. France
           10.4.6. Germany
           10.4.7. Italy
           10.4.8. Russia
           10.4.9. Rest Of Europe
       10.5. Asia Pacific
           10.5.1. Overview, Historic and Forecast Data
           10.5.2. Asia Pacific by Segment
           10.5.3. Asia Pacific by Country
           10.5.4. China
           10.5.5. India
           10.5.6. Japan
           10.5.7. South Korea
           10.5.8. Australia
           10.5.9. Rest Of Asia Pacific
       10.6. Latin America
           10.6.1. Overview, Historic and Forecast Data
           10.6.2. Latin America by Segment
           10.6.3. Latin America by Country
           10.6.4. Brazil
           10.6.5. Argentina
           10.6.6. Peru
           10.6.7. Chile
           10.6.8. Rest of Latin America
       10.7. Middle East & Africa
           10.7.1. Overview, Historic and Forecast Data
           10.7.2. Middle East & Africa by Segment
           10.7.3. Middle East & Africa by Country
           10.7.4. Saudi Arabia
           10.7.5. UAE
           10.7.6. Israel
           10.7.7. South Africa
           10.7.8. Rest Of Middle East And Africa
 
11 . COMPETITIVE LANDSCAPE OF THE CUSTOMER EXPERIENCE MANAGEMENT COMPANIES
       11.1. Customer Experience Management Market Competition
       11.2. Partnership/Collaboration/Agreement
       11.3. Merger And Acquisitions
       11.4. New Product Launch
       11.5. Other Developments
 
12 . COMPANY PROFILES OF CUSTOMER EXPERIENCE MANAGEMENT INDUSTRY
       12.1. Company Share Analysis
       12.2. Market Concentration Rate
       12.3. Avaya Inc.
           12.3.1. Company Overview
           12.3.2. Financials
           12.3.3. Products
           12.3.4. Recent Developments
       12.4. Adobe Genesys
           12.4.1. Company Overview
           12.4.2. Financials
           12.4.3. Products
           12.4.4. Recent Developments
       12.5. IBM
           12.5.1. Company Overview
           12.5.2. Financials
           12.5.3. Products
           12.5.4. Recent Developments
       12.6. Oracle
           12.6.1. Company Overview
           12.6.2. Financials
           12.6.3. Products
           12.6.4. Recent Developments
       12.7. Open Text Corporation
           12.7.1. Company Overview
           12.7.2. Financials
           12.7.3. Products
           12.7.4. Recent Developments
       12.8. Verint
           12.8.1. Company Overview
           12.8.2. Financials
           12.8.3. Products
           12.8.4. Recent Developments
       12.9. SAP SE
           12.9.1. Company Overview
           12.9.2. Financials
           12.9.3. Products
           12.9.4. Recent Developments
 
 *Note - in company profiling, financial details and recent development are subject to availability or might not be covered in case of private companies
 
LIST OF TABLES
 

  •  Market Snapshot
  •  Drivers : Impact Analysis
  •  Restraints : Impact Analysis
  •  List of Raw Material
  •  List of Raw Material Manufactures
  •  List of Potential Buyers
  •  COVID-19 Impact Analysis by Production, Import, Export and Demand
  •  Pre V/S Post COVID-19
  •  Estimated Impact Of The Coronavirus (Covid-19) Epidemic
  •  COVID-19: Micro and Macro Factor Analysis
  •  Analysis by Analytical Tools (USD MN)
  •  EFM Software Market by Geography (USD MN)
  •  Speech Analytics Market by Geography (USD MN)
  •  Text Analytics Market by Geography (USD MN)
  •  Web Analytics & Content Management Market by Geography (USD MN)
  •  Other Analytics Market by Geography (USD MN)
  •  Analysis Market by TouchPoint Type (USD MN)
  •  Stores/ Branches Market by Geography (USD MN)
  •  Call Centers Market by Geography (USD MN)
  •  Social Media Platform Market by Geography (USD MN)
  •  Email Market by Geography (USD MN)
  •  Mobile Market by Geography (USD MN)
  •  Web Services Market by Geography (USD MN)
  •  Others Market by Geography (USD MN)
  •  Analysis by Deployment (USD MN)
  •  Cloud Market by Geography (USD MN)
  •  On-Premises Market by Geography (USD MN)
  •  Analysis by End-User (USD MN)
  •  BFSI Market by Geography (USD MN)
  •  Retail Market by Geography (USD MN)
  •  Healthcare Market by Geography (USD MN)
  •  IT & Telecom Market by Geography (USD MN)
  •  Manufacturing Market by Geography (USD MN)
  •  Government, Energy & Utilities Market by Geography (USD MN)
  •  Others Market by Geography (USD MN)
  •  Global Customer Experience Management Market by Geography (USD MN)
  •  North America Market Analysis (USD MN)
  •  United State Market Analysis (USD MN)
  •  Canada Market Analysis (USD MN)
  •  Mexico Market Analysis (USD MN)
  •  Europe Market Analysis (USD MN)
  •  Europe Market Estimate by Country (USD MN)
  •  United Kingdom Market Analysis (USD MN)
  •  France Market Analysis (USD MN)
  •  Germany Market Analysis (USD MN)
  •  Italy Market Analysis (USD MN)
  •  Russia Market Analysis (USD MN)
  •  Spain Market Analysis (USD MN)
  •  Rest of Europe Market Analysis (USD MN)
  •  Asia Pacific Market Analysis (USD MN)
  •  China Market Analysis (USD MN)
  •  Japan Market Analysis (USD MN)
  •  India Market Analysis (USD MN)
  •  South Korea Market Analysis (USD MN)
  •  Australia Market Analysis (USD MN)
  •  Rest of Asia Pacific Market Analysis (USD MN)
  •  Latin America Market Analysis (USD MN)
  •  Brazil Market Analysis (USD MN)
  •  Argentina Market Analysis (USD MN)
  •  Peru Market Analysis (USD MN)
  •  Chile Market Analysis (USD MN)
  •  Rest of Latin America Market Analysis (USD MN)
  •  Middle East & Africa Market Analysis (USD MN)
  •  Saudi Arabia Market Analysis (USD MN)
  •  UAE Market Analysis (USD MN)
  •  Israel Market Analysis (USD MN)
  •  South Africa Market Analysis (USD MN)
  •  Rest of Middle East and Africa Market Analysis (USD MN)
  •  Partnership/Collaboration/Agreement
  •  Mergers And Acquisiton
 
 LIST OF FIGURES
 
  •  Research Scope of Customer Experience Management Report
  •  Market Research Process
  •  Market Research Methodology
  •  Global Customer Experience Management Market Size, by Region (USD MN)
  •  Porters Five Forces Analysis
  •  Market Attractiveness Analysis by Analytical Tools
  •  Market Attractiveness Analysis by TouchPoint Type
  •  Market Attractiveness Analysis by Deployment
  •  Market Attractiveness Analysis by End-User
  •  Market Attractiveness Analysis by Region
  •  Value Chain Analysis
  •  Global Market Analysis by Analytical Tools (USD MN)
  •  EFM Software Market by Geography (USD MN)
  •  Speech Analytics Market by Geography (USD MN)
  •  Text Analytics Market by Geography (USD MN)
  •  Web Analytics & Content Management Market by Geography (USD MN)
  •  Other Analytics Market by Geography (USD MN)
  •  Global Market Analysis by TouchPoint Type (USD MN)
  •  Stores/ Branches Market by Geography (USD MN)
  •  Call Centers Market by Geography (USD MN)
  •  Social Media Platform Market by Geography (USD MN)
  •  Email Market by Geography (USD MN)
  •  Mobile Market by Geography (USD MN)
  •  Web Services Market by Geography (USD MN)
  •  Others Market by Geography (USD MN)
  •  Global Market Analysis by Deployment (USD MN)
  •  Cloud Market by Geography (USD MN)
  •  On-Premises Market by Geography (USD MN)
  •  Global Market Analysis by End-User (USD MN)
  •  BFSI Market by Geography (USD MN)
  •  Retail Market by Geography (USD MN)
  •  Healthcare Market by Geography (USD MN)
  •  IT & Telecom Market by Geography (USD MN)
  •  Manufacturing Market by Geography (USD MN)
  •  Government, Energy & Utilities Market by Geography (USD MN)
  •  Others Market by Geography (USD MN)
  •  Global Market by Revenue
  •  North America Market by Revenue
  •  Europe Market by Revenue
  •  Asia Pacific Market by Revenue
  •  Latin America Market by Revenue
  •  Middle East & Africa Market by Revenue
  •  Recent Development in Industry
  •  Company Market Share Analysis
 
 * Kindly note that the above listed are the basic tables and figures of the report and are not limited to the TOC.

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