Customer Experience Management (CEM) Market –[VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics] Advanced Technologies, Touch Points, Adoption Trends, Market Size & Forecasts (2012 – 2017)

Markets and Markets, October 2012, Pages: 290

Customer experience management (CEM) is garnering increasing popularity mainly driven by the application of tools that are employed for analyzing customer feedback from various touch points such as company websites, branch, Web, mobile and social media. CEM, as a concept, has gaining widespread adoption because it enables companies to serve customers efficiently, thereby creating retention, reducing churn and improving competitive abilities. In the previous year, several companies had begun to invest heavily on solutions that optimize interactions from the customer's perspective and thereby enhance customer loyalty. Growth of communication media majorly affects customer expectations and behavior, ultimately impacting end user experiences. To understand these experience and drive the appropriate insight from voice of the customer (VOC), companies uses analytical tools such as enterprise feedback management (EFM) software, text analytics, web analytics, speech analytics and other analytics.

The usage of mobile and social media touch points is increasing rapidly for sharing views and ideas. In order to get globally connected, companies must frequently monitor these touch points and follow up with their customers by understanding their needs and wants for improving customer loyalty and experience. In the competitive world, leading companies will be focusing on a customer centric approach rather than a company centric approach. Towards this, enterprises will be adapting newer ways to connect customers with organization for regular feedback.

The report focuses on the latest trends and advancements in customer experience solutions that provide strategies, process models, and information technology (IT) to design, manage and optimize the end-to-end customer experience process. The report also includes market analysis and forecasts across various touch points, types of analytical tools, vertical segments, size of the organization and geographical regions.

The report also focuses on CEM for Telco providers by taking into consideration aspects of service quality management (SQM), service level agreement (SLA) monitoring, service monitoring, fault management, and performance management with respect to network planning and network management. The Telco CEM market is segmented into five geographical regions including North America, South America, Europe, Asia-Pacific, and Middle East and Africa.

MARKETS COVERED

On the basis of network Types:

- Enterprise Feedback Management
- Web Analytics
- Text Analytics
- Speech Analytics
- Others

On the basis of Touch Points:

- Company Website
- Branch/Store
- Web
- Call Center
- Mobile
- Social Media

On the basis of Organization Size:

- Small and Medium Businesses (SMB)
- Enterprises

On the basis of Verticals:

- Communication Services
- Public , Sector, Energy & Utilities
- Banking, Finance Services & Insurance (BFSI)
- Healthcare
- Automotive & Transportation
- Consumer Goods & Retail
- Media & Entertainment
- Travel & Hospitality
- Manufacturing
- Others

On the basis of Geography:

- North America
- Latin America
- Europe
- Asia-Pacific (APAC)
- Middle-East & Africa (MEA)
- STAKEHOLDERS

The targeted audience for this report includes stakeholders from the following verticals

- Communication Services Providers
- Mobile network operators
- IT suppliers
- Software and System Integrators
- Value added Resellers (VARs)
- Software Developers

And marketing and sales professionals across the following verticals

- Public Sector, Energy & Utilities
- Telecommunication Providers
- Banking, Finance & Insurance
- Healthcare
- Automotive & Transportation
- Consumer Goods & Retail
- Media & Entertainment
- Travel & Hospitality
- Manufacturing

CEM & VOC analytics report will provide market data, market dynamics (drivers, restraints, trends and opportunities), key players, and competitive outlook. It will also provide market tables for covering the sub-segments and micro-markets. In addition, the report also provides competitive landscape and 38 company profiles of leading players.

1 Introduction

1.1 Key Take-Aways

1.2 Report Description

1.3 Markets Covered

1.4 Stakeholders

1.5 Forecast Assumptions

1.6 Research Methodology



2 Executive Summary



3 Market Overview

3.1 Market Definition – Customer Experience Management

3.2 Evolution Of Cem

3.3 Market Segmentation

3.4 Overall Market Size

3.5 Winning Imperatives

3.5.1 Engage Present Customers For Sustainable Growth

3.6 Market Dynamics

3.6.1 Drivers

3.6.1.1 Retaining Customers

3.6.1.2 Competitive Differentiation

3.6.1.3 Global Economic Slowdown

3.6.1.4 Online Experience

3.6.2 Restraints

3.6.2.1 Complexity In Data Synchronization

3.6.2.2 Expectations Are Subjective

3.6.3 Opportunities

3.6.3.1 Major Focus On Virtual Side

3.6.3.2 Integral Part Of Digital Market

3.6.3.3 Big Data

3.7 Impact Analysis Of Dros

3.8 Business Value Analysis

3.9 Cem Ecosystem



4 Cem: Enterprise Need & Adoption Trends

4.1 Introduction

4.2 Traditional Crm Vs Cem

4.3 Voice Of Customer (Voc) Analytics

4.4 Impact Of Cloud

4.5 Social Influence In Customer Experience

4.6 Tools & Techniques

4.6.1 Feedback Management

4.6.2 Web Content Management

4.6.3 Targeting And Personalization

4.6.4 Web Analytics

4.6.5 Email And Campaign Management

4.6.6 Translation And Localization Services

4.6.7 Customer Relationship Management

4.6.8 Integrated Voice Response Technology

4.6.9 Natural Language Processing

4.6.10 Machine Learning

4.6.11 Artificial Intelligence Technologies

4.6.12 Service Quality Management (Sqm)

4.6.13 Service Level Agreement (Sla) Monitoring

4.6.14 Service Monitoring

4.6.15 Fault Management

4.6.16 Performance Management



5 Cem: Market Size & Forecast, By Types

5.1 By Enterprise Feedback Management (Efm)

5.1.1 Overview

5.1.2 Market Size & Forecast

5.2 By Web Analytics

5.2.1 Overview

5.2.2 Market Size & Forecast

5.3 By Text Analytics

5.3.1 Overview

5.3.2 Market Size & Forecast

5.4 By Speech Analytics

5.4.1 Overview

5.4.2 Market Size & Forecast

5.5 Others

5.5.1 Overview

5.5.2 Market Size & Forecast



6 Cem Market Size & Forecast, By Channels/Touch Points

6.1 By Company Website

6.1.1 Overview

6.1.2 Market Size & Forecast

6.2 By Branch/Store

6.2.1 Overview

6.2.2 Market Size & Forecast

6.3 By Web

6.3.1 Overview

6.3.2 Market Size & Forecast

6.4 By Call Center

6.4.1 Overview

6.4.2 Market Size & Forecast

6.5 By Mobile

6.5.1 Overview

6.5.2 Market Size & Forecast

6.6 By S0Cial Media

6.6.1 Overview

6.6.2 Market Size & Forecast



7 Cem: Market Size & Forecast, By Organization Size

7.1 Small And Medium Businesses (Smb)

7.1.1 Overview

7.1.2 Market Size & Forecast

7.2 Enterprises

7.2.1 Overview

7.2.2 Market Size & Forecast



8 Cem: Market Size & Forecast, By Vertical Segments

8.1 Communication Services

8.1.1 Market Size & Forecast

8.2 Public Sector, Energy & Utilities

8.2.1 Market Size & Forecast

8.3 Banking, Finance & Insurance

8.3.1 Market Size & Forecast

8.4 Healthcare

8.4.1 Market Size & Forecast

8.5 Automotive & Transportation

8.5.1 Market Size & Forecast

8.6 Consumer Goods & Retail

8.6.1 Market Size & Forecast

8.7 Media & Entertainment

8.7.1 Market Size & Forecast

8.8 Travel & Hospitality

8.8.1 Market Size & Forecast

8.9 Manufacturing

8.9.1 Market Size & Forecast

8.10 Others

8.10.1 Market Size & Forecast



9 Telco Cem Through Network Management: Market Size & Forecast

9.1 Introduction

9.2 Market Overview & Current Trends

9.3 Sqm & Sla Monitoring Trends

9.4 Competitors

9.5 Market Size & Forecasts By Regions



10 Cem: Market Size & Forecast, By Geographies

10.1 North America

10.1.1 Market Size & Forecast

10.2 Latin America

10.2.1 Market Size & Forecast

10.3 Europe

10.3.1 Market Size & Forecast

10.4 Asia-Pacific (Apac)

10.4.1 Market Size & Forecast

10.5 Middle East & Africa

10.5.1 Market Size & Forecast



11 Cem: Best Practices & Growth Factors

11.1 Consulting Services

11.1.1 Overall Approach

11.2 Customer Experience

11.2.1 Best Practices

11.2.2 Future Trends

11.3 Vertical Penetration

11.3.1 Growth Factors

11.3.2 Future Trends

11.4 Enterprise Adoption Roadmap



12 Competitive Landscape

12.1 Competitive Ecosystem

12.2 Venture Capital Funding

12.3 Mergers & Acquisitions

12.4 New Product Developments



13 Company Profiles (Key Industry Players)

13.1 Adobe Systems Incorporated

13.1.1 Overview

13.1.2 Financials

13.1.3 Products & Services

13.1.4 Push For Cem

13.2 Alcatel-Lucent

13.2.1 Overview

13.2.2 Financials

13.2.3 Products & Services

13.2.4 Push For Cem

13.3 Amdocs Limited

13.3.1 Overview

13.3.2 Financials

13.3.3 Products & Services

13.3.4 Push For Cem

13.4 Arantech

13.4.1 Overview

13.4.2 Financials

13.4.3 Products & Services

13.4.4 Push For Cem

13.5 Argodata

13.5.1 Overview

13.5.2 Financials

13.5.3 Products & Services

13.5.4 Push For Cem

13.6 Attensity Group

13.6.1 Overview

13.6.2 Financials

13.6.3 Products & Services

13.6.4 Push For Cem

13.7 Birst Inc.

13.7.1 Overview

13.7.2 Financials

13.7.3 Products & Services

13.7.4 Push For Cem

13.8 Ca, Inc.

13.8.1 Overview

13.8.2 Financials

13.8.3 Products & Services

13.8.4 Push For Cem

13.9 Cdc Software

13.9.1 Overview

13.9.2 Financials

13.9.3 Products & Services

13.9.4 Push For Cem

13.10 Chatterplug, Inc.

13.10.1 Overview

13.10.2 Financials

13.10.3 Products & Services

13.10.4 Push For Cem

13.11 Cisco Systems, Inc.

13.11.1 Overview

13.11.2 Financials

13.11.3 Products & Services

13.11.4 Push For Cem

13.12 Clickfox

13.12.1 Overview

13.12.2 Financials

13.12.3 Products & Services

13.12.4 Push For Cem

13.13 Comarch

13.13.1 Overview

13.13.2 Financials

13.13.3 Products & Services

13.13.4 Push For Cem

13.14 Connectiva Systems, Inc.

13.14.1 Overview

13.14.2 Financials

13.14.3 Products & Services

13.14.4 Push For Cem

13.15 Corsential Ulc

13.15.1 Overview

13.15.2 Financials

13.15.3 Products & Services

13.15.4 Push For Cem

13.16 Dax Technologies Corp.

13.16.1 Overview

13.16.2 Financials

13.16.3 Products & Services

13.16.4 Push For Cem

13.17 Egain Communications Corporation

13.17.1 Overview

13.17.2 Financials

13.17.3 Products & Services

13.17.4 Push For Cem

13.18 Empathica Inc.

13.18.1 Overview

13.18.2 Financials

13.18.3 Products & Services

13.18.4 Push For Cem

13.19 Ericsson

13.19.1 Overview

13.19.2 Financials

13.19.3 Products & Services

13.19.4 Push For Cem

13.20 Hewlett-Packard Company

13.20.1 Overview

13.20.2 Financials

13.20.3 Products & Services

13.20.4 Push For Cem

13.21 Ibm

13.21.1 Overview

13.21.2 Financials

13.21.3 Products & Services

13.21.4 Push For Cem

13.22 Iperceptions

13.22.1 Overview

13.22.2 Financials

13.22.3 Products & Services

13.22.4 Push For Cem

13.23 Medallia Inc.

13.23.1 Overview

13.23.2 Financials

13.23.3 Products & Services

13.23.4 Push For Cem

13.24 Netcracker Technology Corp.

13.24.1 Overview

13.24.2 Financials

13.24.3 Products & Services

13.24.4 Push For Cem

13.25 Nice-Systems Ltd.

13.25.1 Overview

13.25.2 Financials

13.25.3 Products & Services

13.25.4 Push For Cem

13.26 Nokia Siemens Networks

13.26.1 Overview

13.26.2 Financials

13.26.3 Products & Services

13.26.4 Push For Cem

13.27 Openet Telecom Ltd

13.27.1 Overview

13.27.2 Financials

13.27.3 Products & Services

13.27.4 Push For Cem

13.28 Opinionlab Inc.

13.28.1 Overview

13.28.2 Financials

13.28.3 Products & Services

13.28.4 Push For Cem

13.29 Oracle Corporation

13.29.1 Overview

13.29.2 Financials

13.29.3 Products & Services

13.29.4 Push For Cem

13.30 Parature, Inc.

13.30.1 Overview

13.30.2 Financials

13.30.3 Products & Services

13.30.4 Push For Cem

13.31 Responsetek Networks Corp.

13.31.1 Overview

13.31.2 Financials

13.31.3 Products & Services

13.31.4 Push For Cem

13.32 Riverstar Software, Inc.

13.32.1 Overview

13.32.2 Financials

13.32.3 Products & Services

13.32.4 Push For Cem

13.33 Satmetrix Systems, Inc.

13.33.1 Overview

13.33.2 Financials

13.33.3 Products & Services

13.33.4 Push For Cem

13.34 Tekelec

13.34.1 Overview

13.34.2 Financials

13.34.3 Products & Services

13.34.4 Push For Cem

13.35 Tektronix Texas, Llc

13.35.1 Overview

13.35.2 Financials

13.35.3 Products & Services

13.35.4 Push For Cem

13.36 Vovici Corporation

13.36.1 Overview

13.36.2 Financials

13.36.3 Products & Services

13.36.4 Push For Cem

13.37 Webtrends Inc.

13.37.1 Overview

13.37.2 Financials

13.37.3 Products & Services

13.37.4 Push For Cem

13.38 Zte Corporation.

13.38.1 Overview

13.38.2 Financials

13.38.3 Products & Services

13.38.4 Push For Cem







List Of Tables



Table 1 Global Customer Experience Management Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 2 Global Customer Experience Management Market Revenue, By Types, 2012 – 2017 ($Million)

Table 3 Global Customer Experience Management Market Revenue, By Types, Y-O-Y, 2012 – 2017 (%)

Table 4 Global Customer Experience Management Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 5 Global Customer Experience Management Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 6 Customer Experience Management Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 7 Dro Impact Analysis

Table 8 Crm Vs Cem

Table 9 Customer Experience Management: North America Efm Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 10 Customer Experience Management: Latin America Efm Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 11 Customer Experience Management: European Efm Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 12 Customer Experience Management: Apac Efm Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 13 Customer Experience Management: Mea Efm Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 14 Customer Experience Management: North America Web Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 15 Customer Experience Management: Latin America Web Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 16 Customer Experience Management: Europe Web Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 17 Customer Experience Management: Apac Web Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 18 Customer Experience Management: Mea Web Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 19 Customer Experience Management: North America Text Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 20 Customer Experience Management: Latin America Text Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 21 Customer Experience Management: Europe Text Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 22 Customer Experience Management: Apac Text Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 23 Customer Experience Management: Mea Text Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 24 Customer Experience Management: North America Speech Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 25 Customer Experience Management: Latin America Speech Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 26 Customer Experience Management: Europe Speech Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 27 Customer Experience Management: Apac Speech Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 28 Customer Experience Management: Mea Speech Analytics Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 29 Customer Experience Management: North America Others Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 30 Customer Experience Management: Latin America Others Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 31 Customer Experience Management: Europe Others Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 32 Customer Experience Management: Apac Others Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 33 Customer Experience Management: Mea Others Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 34 Customer Experience Management: North America Company Website Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 35 Customer Experience Management: Latin America Company Website Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 36 Customer Experience Management: Europe Company Website Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 37 Customer Experience Management: Apac Company Website Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 38 Customer Experience Management: Mea Company Website Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 39 Customer Experience Management: North America Branch/ Store Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 40 Customer Experience Management: Latin America Branch/ Store Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 41 Customer Experience Management: Europe Branch/Store Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 42 Customer Experience Management: Apac Branch/Store Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 43 Customer Experience Management: Mea Branch/Store Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 44 Customer Experience Management: North America Web Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 45 Customer Experience Management: Latin America Web Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 46 Customer Experience Management: Europe Web Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 47 Customer Experience Management: Apac Web Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 48 Customer Experience Management: Mea Web Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 49 Customer Experience Management: North America Call Center Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 50 Customer Experience Management: Latin America Call Center Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 51 Customer Experience Management: Europe Call Center Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 52 Customer Experience Management: Apac Call Center Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 53 Customer Experience Management: Mea Call Center Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 54 Customer Experience Management: North America Mobile Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 55 Customer Experience Management: Latin America Mobile Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 56 Customer Experience Management: Europe Mobile Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 57 Customer Experience Management: Apac Mobile Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 58 Customer Experience Management: Mea Mobile Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 59 Customer Experience Management: North America Social Media Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 60 Customer Experience Management: Latin America Social Media Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 61 Customer Experience Management: Europe Social Media Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 62 Customer Experience Management: Apac Social Media Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 63 Customer Experience Management: Mea Social Media Market Revenue, By Industry, 2012 – 2017 ($Million)

Table 64 Customer Experience Management: Small And Medium Business Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 65 Customer Experience Management: Large Enterprises Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 66 Customer Experience Management: Communication Services Industry Market Revenue, By Types, 2012 – 2017 ($Million)

Table 67 Customer Experience Management: Communication Services Industry Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 68 Customer Experience Management: Communication Services Industry Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 69 Customer Experience Management: Communication Services Industry Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 70 Customer Experience Management: Public Sector, Energy & Utilities Industry Market Revenue, By Types, 2012 – 2017 ($Million)

Table 71 Customer Experience Management: Public Sector, Energy & Utilities Industry Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 72 Customer Experience Management: Public Sector, Energy & Utilities Industry Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 73 Customer Experience Management: Public Sector, Energy & Utilities Industry Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 74 Customer Experience Management: Banking, Finance & Insurance Industry Market Revenue, By Types, 2012 – 2017 ($Million)

Table 75 Customer Experience Management: Banking, Finance & Insurance Industry Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 76 Customer Experience Management: Banking, Finance & Insurance Industry Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 77 Customer Experience Management: Banking, Finance & Insurance Industry Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 78 Customer Experience Management: Healthcare Industry Market Revenue, By Types, 2012 – 2017 ($Million)

Table 79 Customer Experience Management: Healthcare Industry Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 80 Customer Experience Management: Healthcare Industry Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 81 Customer Experience Management: Healthcare Industry Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 82 Customer Experience Management: Automotive & Transportation Industry Market Revenue, By Types, 2012 – 2017 ($Million)

Table 83 Customer Experience Management: Automotive & Transportation Industry Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 84 Customer Experience Management: Automotive & Transportation Industry Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 85 Customer Experience Management: Automotive & Transportation Industry Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 86 Customer Experience Management: Consumer Goods & Retail Industry Market Revenue, By Types, 2012 – 2017 ($Million)

Table 87 Customer Experience Management: Consumer Goods & Retail Industry Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 88 Customer Experience Management: Consumer Goods & Retail Industry Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 89 Customer Experience Management: Consumer Goods & Retail Industry Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 90 Customer Experience Management: Media & Entertainment Industry Market Revenue, By Types, 2012 – 2017 ($Million)

Table 91 Customer Experience Management: Media & Entertainment Industry Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 92 Customer Experience Management: Media & Entertainment Industry Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 93 Customer Experience Management: Media & Entertainment Industry Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 94 Customer Experience Management: Travel & Hospitality Industry Market Revenue, By Types, 2012 – 2017 ($Million)

Table 95 Customer Experience Management: Travel & Hospitality Industry Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 96 Customer Experience Management: Travel & Hospitality Industry Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 97 Customer Experience Management: Travel & Hospitality Industry Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 98 Customer Experience Management: Manufacturing Industry Market Revenue, By Types, 2012 – 2017 ($Million)

Table 99 Customer Experience Management: Manufacturing Industry Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 100 Customer Experience Management: Manufacturing Industry Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 101 Customer Experience Management: Manufacturing Industry Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 102 Customer Experience Management: Others Industry Market Revenue, By Types, 2012 – 2017 ($Million)

Table 103 Customer Experience Management: Others Industry Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 104 Customer Experience Management: Others Industry Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 105 Customer Experience Management: Others Industry Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 106 Telco Customer Experience Management Market Revenue, By Geography, 2012 – 2017 ($Million)

Table 107 Customer Experience Management: North America Market Revenue, By Types, 2012 – 2017 ($Million)

Table 108 Customer Experience Management: North America Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 109 Customer Experience Management: North America Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 110 Customer Experience Management: Latin America Market Revenue, By Types, 2012 – 2017 ($Million)

Table 111 Customer Experience Management: Latin America Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 112 Customer Experience Management: Latin America Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 113 Customer Experience Management: Europe Market Revenue, By Types, 2012 – 2017 ($Million)

Table 114 Customer Experience Management: Europe Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 115 Customer Experience Management: Europe Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 116 Customer Experience Management: Apac Market Revenue, By Types, 2012 – 2017 ($Million)

Table 117 Customer Experience Management: Apac Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 118 Customer Experience Management: Apac Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 119 Customer Experience Management: Mea Market Revenue, By Types, 2012 – 2017 ($Million)

Table 120 Customer Experience Management: Mea Market Revenue, By Touch Points, 2012 – 2017 ($Million)

Table 121 Customer Experience Management: Mea Market Revenue, By Organization Size, 2012 – 2017 ($Million)

Table 122 Venture Capital Funding, 2008 – 2012

Table 123 Mergers & Acquisitions, 2010 – 2012

Table 124 New Product Developments, 2010 – 2012





List Of Figures





Figure 1 Cem Process

Figure 2 Evolution Of Cem

Figure 3 Business Value Analysis

Figure 4 Cem Ecosystem

Figure 5 Enterprise & Smb Adoption Roadmap

Figure 6 Competitive Ecosystem

- Adobe Systems Incorporated

- Alcatel-Lucent

- Amdocs Limited

- Arantech

- Argodata

- Attensity Group

- Birst Inc.

- Ca, Inc.

- Cdc Software

- Chatterplug, Inc.

- Cisco Systems, Inc.

- Clickfox

- Comarch

- Connectiva Systems, Inc.

- Corsential Ulc

- Dax Technologies Corp.

- Egain Communications Corporation

- Empathica Inc.

- Ericsson

- Hewlett-Packard Company

- IBM

- Iperceptions

- Medallia Inc.

- Netcracker Technology Corp.

- Nice-Systems Ltd.

- Nokia Siemens Networks

- Openet Telecom Ltd

- Opinionlab Inc.

- Oracle Corporation

- Parature, Inc.

- Responsetek Networks Corp.

- Riverstar Software, Inc.

- Satmetrix Systems, Inc.

- Tekelec

- Tektronix Texas, Llc

- Vovici Corporation

- Webtrends Inc.

- Zte Corporation.

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