+353-1-416-8900REST OF WORLD
+44-20-3973-8888REST OF WORLD
1-917-300-0470EAST COAST U.S
1-800-526-8630U.S. (TOLL FREE)

PRINTER FRIENDLY

Customer Experience Management Market Size, Share & Trends Analysis Report by Analytical Tool, by Touch Point Type, by Deployment (Cloud, On-Premises), by End User, by Region, and Segment Forecasts, 2020 - 2027

  • ID: 4582071
  • Report
  • February 2020
  • Region: Global
  • 174 pages
  • Grand View Research
1 of 4

Enquire about COVID-19 updates for this product.

Enquire Now

FEATURED COMPANIES

  • Adobe
  • Clarabridge
  • Genesys
  • Medallia Inc.
  • Oracle
  • SAP SE
  • MORE
The global customer experience management market size is expected to reach USD 23.6 billion by 2027, registering a CAGR of 17.7% from 2020 to 2027. The digital disruption and changing customer behavior are some of the key trends stimulating the growth of the market for customer experience management. Furthermore, with the increasing expectation of customers for quality, convenience, and speed service, business organizations are engaged to provide services at multiple touch points. Additionally, with the advancements in technology, organizations are actively involved in the implementation and deployment of autonomous and AI-based platforms and applications to provide fast, reliable, and efficient real-time customer service.

Rise in social media platforms and online commerce business is another factor responsible for the traction of contextualized and personalized consumer experience through data management. Consumers share every experience and their opinions across different channels. The result of sharing opinions could impact a brand’s reputation positively or negatively. Therefore, to improve brand loyalty, reputation, and to retain customer, business organizations are transforming their business model towards more of a customer-centric approach to gain a competitive edge ahead and provide efficient customer experience.

The opportunity for customer experience management increases with the implementation of cloud-based deployment models. It maintains, unify, and provides a holistic view of customer information throughout the organizational ecosystem. Furthermore, the information connected within a single cloud offers different departments and business functions to closely monitor a lead, understand consumer preferences, and their expenditure behaviors and buying patterns before facilitating any personalized marketing strategies. The adoption of such consumer experience management practices also eliminates information siloes and help organization enrich its consumer experience management, in turn, gaining customer loyalty.

Further key findings from the report suggest:
  • Based on the analytical tools segment, text analytics held the largest customer experience management market share in 2019. The growth in the segment is attributed to the increasing demand to understand unstructured text-based data and gain valuable insights through social media comments and product reviews
  • The mobile touchpoint segment is anticipated to witness a highest CAGR over the forecast period. This growth is attributed to the rising use of mobile devices among customers, increasing number of mobile apps, and growth in mobile marketing and personalized marketing strategies
  • On the basis of end-user segment, the BFSI segment is expected to register the highest CAGR of 19.0% over the forecast period
  • North America accounted for the largest revenue share in 2019 and is expected to continue to dominate the market for customer experience management over the forecast period
  • The key industry participants include Adobe, Avaya Inc., IBM, Genesys, Open Text Corporation, Oracle, SAP SE, and Verint.

Please note: This product will be delivered within 48 business hours after receipt of order.
Note: Product cover images may vary from those shown
2 of 4

FEATURED COMPANIES

  • Adobe
  • Clarabridge
  • Genesys
  • Medallia Inc.
  • Oracle
  • SAP SE
  • MORE
Chapter 1. Methodology and Scope

1.1. Market Segmentation and Scope
1.2. Market Definition
1.3. Information Procurement
1.3.1. Purchased database
1.3.2. internal database
1.3.3. Secondary sources & third-party perspectives
1.3.4. Primary research
1.4. Information Analysis
1.5. Market Formulation & Data Visualization
1.6. Data Validation & Publishing

Chapter 2. Executive Summary
2.1. Customer Experience Management Market Snapshot
2.2. Segment Outlook
2.2.1. Global Customer Experience Management Market, 2016 - 2027
2.2.1.1. Global Customer Experience Management Market, by region, 2016 - 2027
2.2.1.2. Global Customer Experience Management Market, by analytical tools, 2016 - 2027
2.2.1.3. Global Customer Experience Management Market, by touch point type, 2016 - 2027
2.2.1.4. Global Customer Experience Management Market, by deployment, 2016 - 2027
2.2.1.5. Global Customer Experience Management Market, by end-user, 2016 - 2027

Chapter 3. Global Customer Experience Management Market Variables, Trends & Scope
3.1. Penetration & Growth Prospect Mapping
3.2. Industry Value Chain Analysis
3.3. Market Dynamics
3.3.1. Market driver analysis
3.3.1.1. Rise of voice commerce and demand for hyper-personalized experience
3.3.1.2. Increasing need for customer retention strategies
3.3.1.3. Increasing investment in technologies to improve customer experience
3.3.1.4. Increasing need to understand customer sentiments shared through feedbacks and comments
3.3.2. Market restraint analysis
3.3.2.1. Inconsistent customer experience feedback across multiple channels
3.3.2.2. Difficulty in Combining data to have a single view of the customer
3.3.3. Business environment analysis
3.3.3.1. Porter’s five forces analysis
3.3.3.2. PEST analysis
3.4. Key company market ranking analysis, 2019

Chapter 4. Customer Experience Management Market: Analytical Tools Estimates & Trends Analysis
4.1. Analytical Tools Market Analysis & Market Share, 2019 & 2027
4.1.1. Enterprise Feed Management (EFM) software
4.1.1.1. Market for enterprise feed management (EFM) software segment, by region, 2016 - 2027 (USD Million)
4.1.2. Speech Analytics
4.1.2.1. Market for speech analytics segment, by region, 2016 - 2027 (USD Million)
4.1.3. Text Analytics
4.1.3.1. Market for text analytics segment, by region, 2016 - 2027 (USD Million)
4.1.4. Web Analytics & Content Management
4.1.4.1. Market for web analytics & content management segment, by region, 2016 - 2027 (USD Million)
4.1.5. Other Analytics
4.1.5.1. Market for other analytics segment, by region, 2016 - 2027 (USD Million)

Chapter 5. Customer Experience Management Market: Touch Point Type Estimates & Trends Analysis
5.1. Touch Point Type Market Analysis & Market Share, 2019 & 2027
5.1.1. Store/Branches
5.1.1.1. Market for store/branches segment, by region, 2016 - 2027 (USD Million)
5.1.2. Call Centers
5.1.2.1. Market for call centers segment, by region, 2016 - 2027 (USD Million)
5.1.3. Social Media Platform
5.1.3.1. Market for social media platform segment, by region, 2016 - 2027 (USD Million)
5.1.4. Email
5.1.4.1. Market for email segment, by region, 2016 - 2027 (USD Million)
5.1.5. Mobile
5.1.5.1. Market for mobile segment, by region, 2016 - 2027 (USD Million)
5.1.6. Web Services
5.1.6.1. Market for web services segment, by region, 2016 - 2027 (USD Million)
5.1.7. Other Touch Point
5.1.7.1. Market for other touch point type segment, by region, 2016 - 2027 (USD Million)

Chapter 6. Customer Experience Management Market: Deployment Estimates & Trends Analysis
6.1. Deployment Market Analysis & Market Share, 2019 & 2027
6.1.1. Cloud
6.1.1.1. Market for cloud segment, by region, 2016 - 2027 (USD Million)
6.1.2. On-premise
6.1.2.1. Market for on-premise segment, by region, 2016 - 2027 (USD Million)

Chapter 7. Customer Experience Management Market: End User Estimates & Trends Analysis
7.1. End User Market Analysis & Market Share, 2019 & 2027
7.1.1. BFSI
7.1.1.1. Market for BFSI segment, by region, 2016 - 2027 (USD Million)
7.1.2. Retail
7.1.2.1. Market for retail segment, by region, 2016 - 2027 (USD Million)
7.1.3. Healthcare
7.1.3.1. Market for healthcare segment, by region, 2016 - 2027 (USD Million)
7.1.4. IT & Telecom
7.1.4.1. Market for IT & telecom segment, by region, 2016 - 2027 (USD Million)
7.1.5. Manufacturing
7.1.5.1. Market for manufacturing segment, by region, 2016 - 2027 (USD Million)
7.1.6. Government, Energy & Utilities
7.1.6.1. Market for government, energy & utilities segment, by region, 2016 - 2027 (USD Million)
7.1.7. Construction, Real Estate & Property Management
7.1.7.1. Market for construction, real estate & property management segment, by region, 2016 - 2027 (USD Million)
7.1.8. Services Business
7.1.8.1. Market for services business segment, by region, 2016 - 2027 (USD Million)
7.1.8.2. Other End User
7.1.8.3. Market for other end user segment, by region, 2016 - 2027 (USD Million)

Chapter 8. Customer Experience Management Market: Regional Estimates & Trend analysis
8.1. Regional Market Analysis & Market Share, 2019 & 2027
8.1.1. North America
8.1.1.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.1.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.1.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.1.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.1.5. U.S.
8.1.1.5.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.1.5.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.1.5.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.1.5.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.1.6. Canada
8.1.1.6.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.1.6.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.1.6.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.1.6.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.2. Europe
8.1.2.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.2.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.2.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.2.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.2.5. U.K.
8.1.2.5.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.2.5.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.2.5.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.2.5.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.2.6. Germany
8.1.2.6.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.2.6.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.2.6.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.2.6.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.2.7. France
8.1.2.7.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.2.7.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.2.7.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.2.7.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.3. Asia Pacific
8.1.3.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.3.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.3.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.3.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.3.5. China
8.1.3.5.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.3.5.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.3.5.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.3.5.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.3.6. India
8.1.3.6.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.3.6.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.3.6.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.3.6.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.3.7. Japan
8.1.3.7.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.3.7.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.3.7.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.3.7.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.4. Latin America
8.1.4.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.4.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.4.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.4.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.4.5. Brazil
8.1.4.5.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.4.5.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.4.5.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.4.5.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.4.6. Mexico
8.1.4.6.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.4.6.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.4.6.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.4.6.4. Market, by end user segment, 2016 - 2027 (USD Million)
8.1.5. Middle East & Africa (MEA)
8.1.5.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
8.1.5.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
8.1.5.3. Market, by deployment segment, 2016 - 2027 (USD Million)
8.1.5.4. Market, by end user segment, 2016 - 2027 (USD Million)

Chapter 9. Competitive Landscape
9.1. Adobe
9..1.1. Company overview
9..1.2. Financial performance
9.1.3. Product benchmarking
9.1.4. Recent developments
9.2. Avaya Inc.
9.2.1. Company overview
9.2.2. Financial performance
9.2.3. Product benchmarking
9.2.4. Recent developments
9.3. Clarabridge
9.3.1. Company overview
9.3.2. Financial performance
9.3.3. Product benchmarking
9.3.4. Recent developments
9.4. Freshworks Inc.
9.4.1. Company overview
9.4.2. Financial performance
9.4.3. Product benchmarking
9.4.4. Recent developments
9.5. Genesys
9.5.1. Company overview
9.5.2. Financial performance
9.5.3. Product benchmarking
9.5.4. Recent developments
9.6. IBM
9.6.1. Company overview
9.6.2. Financial performance
9.6.3. Product benchmarking
9.6.4. Recent developments
9.7. Medallia Inc.
9.7.1. Company overview
9.7.2. Financial performance
9.7.3. Product benchmarking
9.7.4. Recent developments
9.8. Open Text Corporation
9.8.1. Company overview
9.8.2. Financial performance
9.8.3. Product benchmarking
9.8.4. Recent developments
9.9. Oracle
9.9.1. Company overview
9.9.2. Financial performance
9.9.3. Product benchmarking
9.9.4. Recent developments
9.10. Qualtrics
9.10.1. Company overview
9.10.2. Financial performance
9.10.3. Product benchmarking
9.10.4. Recent developments
9.11. SAP SE
9.11.1. Company overview
9.11.2. Financial performance
9.11.3. Product benchmarking
9.11.4. Recent developments
9.12. SAS Institute Inc.
9.12.1. Company overview
9.12.2. Financial performance
9.12.3. Product benchmarking
9.12.4. Recent developments
9.13. Service Management Group (SMG)
9.13.1. Company overview
9.13.2. Financial performance
9.13.3. Product benchmarking
9.13.4. Recent developments
9.14. Tech Mahindra Limited
9.14.1. Company overview
9.14.2. Financial performance
9.14.3. Product benchmarking
9.14.4. Recent developments
9.15. Verint
9.15.1. Company overview
9.15.2. Financial performance
9.15.3. Product benchmarking
9.15.4. Recent developments
9.16. Zendesk
9.16.1. Company overview
9.16.2. Financial performance
9.16.3. Product benchmarking
9.16.4. Recent developments

Note: Product cover images may vary from those shown
3 of 4
  • Adobe
  • Avaya Inc.
  • Clarabridge
  • Freshworks Inc.
  • Genesys
  • IBM
  • Medallia Inc.
  • Open Text Corporation
  • Oracle
  • Qualtrics
  • SAP SE
  • SAS Institute Inc.
  • Service Management Group (SMG)
  • Tech Mahindra Limited
  • Verint
  • Zendesk
Note: Product cover images may vary from those shown
4 of 4

Loading
LOADING...

Adroll
adroll