Global Customer Experience Management Market by Component (Solution v/s Service), by Deployment Mode (On-Premise v/s Cloud), by Touch Point (Social Media, Branches/Stores, Others), by Organization Size, by End User Industry, by Company, by Region, Forecast & Opportunities, 2025

Report
June 2020
Region: Global
TechSci Research
ID: 5105853

The Global Customer Experience Management Market is expected to grow at an impressive rate during the forecast period. The Global Customer Experience Management Market is driven by the growing need to enhance customer experience and improve the customer satisfaction levels. Additionally, increasing deployment of advanced technologies such as AI, big data analytics solution, IoT, Cloud Computing, Machine Learning, among others to provide better, more reliable and efficient customer services which can reduce customer churn rates are further expected to propel the market through 2025. Furthermore, increasing investments, R&D and new product launches by the major vendors operating in the market is expected to create lucrative opportunities for the market growth over the next few years. However, lack of awareness pertaining to the availability of such technologies can hamper the market growth. Besides, high cost coupled with reluctance among consumers in choosing the appropriate technology can further impede the market growth during the forecast period.

The Global Customer Experience Management Market is segmented based on component, deployment mode, touch point, organization size, end-user industry, company and region. Based on deployment mode, the market can be bifurcated into on-premise and cloud. The cloud segment is expected to dominate the market on account of the flexibility, scalability, 24/7 availability, large storage space, among others associated with cloud. Based on touch point, the market can be categorized into social media, branches/stores, the web, call centers, company website, email, mobile and others. The mobile segment is expected to register significant growth in the market through 2025. This can be ascribed to the rising use of mobile phones among the consumers, increasing number of mobile applications and the growth in the mobile marketing.

Regionally, the Global Customer Experience Management Market has been segmented into various regions including Asia-Pacific, North America, South America, Europe, and Middle East & Africa. Among these regions, North America is expected dominate the overall customer experience management market owing to the early adoption of technologies in the region.

The major players operating in the Global Customer Experience Management Market Adobe Systems, Inc., Oracle Corporation, SAP SE, IBM Corporation, Avaya Inc., NICE Systems, Nokia, OpenText, Tech Mahindra, Verint Systems and others. Major companies are developing advanced technologies and launching new services in order to stay competitive in the market. Other competitive strategies include mergers & acquisitions and new service developments. For instance, In March 2019, Oracle partnered with TWINSET, an Italian Clothing Brand, for providing the company with Oracle Retail’s modern point-of-service (POS) technology. This technology enhances customer experience at TWINSET stores by providing all transactional details to the in-store staff thus helping them suggest customers necessary styling and information related to the latest merchandise and more.

Years considered for this report:

Historical Years: 2015-2018
Base Year: 2019
Estimated Year: 2020
Forecast Period: 2021–2025

Objective of the Study:

To analyze and estimate the market size of the Global Customer Experience Management Market from 2015 to 2018.
To estimate and forecast the market size of the Global Customer Experience Management Market from 2019 to 2025 and growth rate until 2025.
To classify and forecast the Global Customer Experience Management Market based on component, deployment mode, touch point, organization size, end-user industry, company and regional distribution.
To identify dominant region or segment in the Global Customer Experience Management Market.
To identify drivers and challenges for the Global Customer Experience Management Market.
To examine competitive developments such as expansions, new product launches, mergers & acquisitions, etc., in the Global Customer Experience Management Market.
To identify and analyze the profile of leading players operating in the Global Customer Experience Management Market.
To identify key sustainable strategies adopted by market players in the Global Customer Experience Management Market.

The author performed both primary as well as exhaustive secondary research for this study. Initially, the author sourced a list of service providers across the globe. Subsequently, researchers conducted primary research surveys with the identified companies. While interviewing, the respondents were also enquired about their competitors. Through this technique, the author could include the service providers which could not be identified due to the limitations of secondary research. The author analyzed the service providers, distribution channels and presence of all major players across the globe.

The author calculated the market size of the Global Customer Experience Management Market by using a bottom-up approach, wherein the data for various end-user segments was recorded and forecast for the future years. Researchers sourced these values from the industry experts and company representatives and externally validated through analyzing historical data of these product types and applications for getting an appropriate, overall market size. Various secondary sources such as company websites, news articles, press releases, company annual reports, investor presentations and financial reports were also studied.

Key Target Audience:

Customer experience management service provider companies
Market research and consulting firms
Government bodies such as regulating authorities and policy makers
Organizations, forums and alliances related to customer experience management

The study is useful in providing answers to several critical questions that are important for the industry stakeholders such as service providers, suppliers and partners, end-users, etc., besides allowing them in strategizing investments and capitalizing on the market opportunities.

Report Scope:
In this report, the Global Customer Experience Management Market has been segmented into following categories, in addition to the industry trends which have also been detailed below:

Global Customer Experience Management Market, By Component:

Solution
Service
Professional
Managed

Global Customer Experience Management Market, By Deployment Mode:

On-Premise
Cloud

Global Customer Experience Management Market, By Touch Point:

Social Media
Branches/Stores
The Web
Call Centers
Company Website
Email
Mobile
Others

Global Customer Experience Management Market, By Organization Size:

Large Enterprises
SMEs

Global Customer Experience Management Market, By End-User Industry:

IT & Telecom
Automotive
Retail
BFSI
Healthcare
Media & Entertainment
Others

Global Customer Experience Management Market, By Region:

North America
United States
Canada
Mexico
Europe
Germany
France
United Kingdom
Italy
Spain
Asia-Pacific
China
Japan
India
South Korea
Australia
Middle East & Africa
South Africa
Saudi Arabia
UAE
Kuwait
South America
Brazil
Argentina
Colombia

Competitive Landscape
Company Profiles: Detailed analysis of the major companies present in the Global Customer Experience Management Market.

Available Customizations:
With the given market data, the author offers customizations according to a client’s specific needs.

1. Product Overview2. Research Methodology3. Impact of COVID-19 on Global Customer Experience Management Market4. Executive Summary5. Voice of Customer

6. Global Customer Experience Management Market Outlook

6.1. Market Size & Forecast
6.1.1. By Value
6.2. Market Share & Forecast
6.2.1. By Component (Solution v/s Service)
6.2.1.1. By Service (Professional v/s Managed)
6.2.2. By Deployment Mode (On-Premise v/s Cloud)
6.2.3. By Touch Point (Social Media, Branches/Stores, The Web, Call Centers, Company Website, Email, Mobile, Others)
6.2.4. By Organization Size (Large Enterprises v/s SMEs)
6.2.5. By End User Industry (IT & Telecom, Automotive, Retail, BFSI, Healthcare, Media & Entertainment, Others)
6.2.6. By Company (2019)
6.2.7. By Region
6.3. Product Market Map

7. Asia-Pacific Customer Experience Management Market Outlook

7.1. Market Size & Forecast
7.1.1. By Value
7.2. Market Share & Forecast
7.2.1. By Component
7.2.2. By Deployment Mode
7.2.3. By Touch Point
7.2.4. By Organization Size
7.2.5. By End User Industry
7.2.6. By Country
7.3. Asia-Pacific: Country Analysis
7.3.1. China Customer Experience Management Market Outlook
7.3.1.1. Market Size & Forecast
7.3.1.1.1. By Value
7.3.1.2. Market Share & Forecast
7.3.1.2.1. By Component
7.3.1.2.2. By Deployment Mode
7.3.1.2.3. By Touch Point
7.3.1.2.4. By Organization Size
7.3.1.2.5. By End User Industry
7.3.2. India Customer Experience Management Market Outlook
7.3.2.1. Market Size & Forecast
7.3.2.1.1. By Value
7.3.2.2. Market Share & Forecast
7.3.2.2.1. By Component
7.3.2.2.2. By Deployment Mode
7.3.2.2.3. By Touch Point
7.3.2.2.4. By Organization Size
7.3.2.2.5. By End User Industry
7.3.3. Australia Customer Experience Management Market Outlook
7.3.3.1. Market Size & Forecast
7.3.3.1.1. By Value
7.3.3.2. Market Share & Forecast
7.3.3.2.1. By Component
7.3.3.2.2. By Deployment Mode
7.3.3.2.3. By Touch Point
7.3.3.2.4. By Organization Size
7.3.3.2.5. By End User Industry
7.3.4. Japan Customer Experience Management Market Outlook
7.3.4.1. Market Size & Forecast
7.3.4.1.1. By Value
7.3.4.2. Market Share & Forecast
7.3.4.2.1. By Component
7.3.4.2.2. By Deployment Mode
7.3.4.2.3. By Touch Point
7.3.4.2.4. By Organization Size
7.3.4.2.5. By End User Industry
7.3.5. South Korea Customer Experience Management Market Outlook
7.3.5.1. Market Size & Forecast
7.3.5.1.1. By Value
7.3.5.2. Market Share & Forecast
7.3.5.2.1. By Component
7.3.5.2.2. By Deployment Mode
7.3.5.2.3. By Touch Point
7.3.5.2.4. By Organization Size
7.3.5.2.5. By End User Industry

8. Europe Customer Experience Management Market Outlook

8.1. Market Size & Forecast
8.1.1. By Value
8.2. Market Share & Forecast
8.2.1. By Component
8.2.2. By Deployment Mode
8.2.3. By Touch Point
8.2.4. By Organization Size
8.2.5. By End User Industry
8.2.6. By Country
8.3. Europe: Country Analysis
8.3.1. France Customer Experience Management Market Outlook
8.3.1.1. Market Size & Forecast
8.3.1.1.1. By Value
8.3.1.2. Market Share & Forecast
8.3.1.2.1. By Component
8.3.1.2.2. By Deployment Mode
8.3.1.2.3. By Touch Point
8.3.1.2.4. By Organization Size
8.3.1.2.5. By End User Industry
8.3.2. Germany Customer Experience Management Market Outlook
8.3.2.1. Market Size & Forecast
8.3.2.1.1. By Value
8.3.2.2. Market Share & Forecast
8.3.2.2.1. By Component
8.3.2.2.2. By Deployment Mode
8.3.2.2.3. By Touch Point
8.3.2.2.4. By Organization Size
8.3.2.2.5. By End User Industry
8.3.3. United Kingdom Customer Experience Management Market Outlook
8.3.3.1. Market Size & Forecast
8.3.3.1.1. By Value
8.3.3.2. Market Share & Forecast
8.3.3.2.1. By Component
8.3.3.2.2. By Deployment Mode
8.3.3.2.3. By Touch Point
8.3.3.2.4. By Organization Size
8.3.3.2.5. By End User Industry
8.3.4. Italy Customer Experience Management Market Outlook
8.3.4.1. Market Size & Forecast
8.3.4.1.1. By Value
8.3.4.2. Market Share & Forecast
8.3.4.2.1. By Component
8.3.4.2.2. By Deployment Mode
8.3.4.2.3. By Touch Point
8.3.4.2.4. By Organization Size
8.3.4.2.5. By End User Industry
8.3.5. Spain Customer Experience Management Market Outlook
8.3.5.1. Market Size & Forecast
8.3.5.1.1. By Value
8.3.5.2. Market Share & Forecast
8.3.5.2.1. By Component
8.3.5.2.2. By Deployment Mode
8.3.5.2.3. By Touch Point
8.3.5.2.4. By Organization Size
8.3.5.2.5. By End User Industry

9. North America Customer Experience Management Market Outlook

9.1. Market Size & Forecast
9.1.1. By Value
9.2. Market Share & Forecast
9.2.1. By Component
9.2.2. By Deployment Mode
9.2.3. By Touch Point
9.2.4. By Organization Size
9.2.5. By End User Industry
9.2.6. By Country
9.3. North America: Country Analysis
9.3.1. United States Customer Experience Management Market Outlook
9.3.1.1. Market Size & Forecast
9.3.1.1.1. By Value
9.3.1.2. Market Share & Forecast
9.3.1.2.1. By Component
9.3.1.2.2. By Deployment Mode
9.3.1.2.3. By Touch Point
9.3.1.2.4. By Organization Size
9.3.1.2.5. By End User Industry
9.3.2. Mexico Customer Experience Management Market Outlook
9.3.2.1. Market Size & Forecast
9.3.2.1.1. By Value
9.3.2.2. Market Share & Forecast
9.3.2.2.1. By Component
9.3.2.2.2. By Deployment Mode
9.3.2.2.3. By Touch Point
9.3.2.2.4. By Organization Size
9.3.2.2.5. By End User Industry
9.3.3. Canada Customer Experience Management Market Outlook
9.3.3.1. Market Size & Forecast
9.3.3.1.1. By Value
9.3.3.2. Market Share & Forecast
9.3.3.2.1. By Component
9.3.3.2.2. By Deployment Mode
9.3.3.2.3. By Touch Point
9.3.3.2.4. By Organization Size
9.3.3.2.5. By End User Industry

10. South America Customer Experience Management Market Outlook

10.1. Market Size & Forecast
10.1.1. By Value
10.2. Market Share & Forecast
10.2.1. By Component
10.2.2. By Deployment Mode
10.2.3. By Touch Point
10.2.4. By Organization Size
10.2.5. By End User Industry
10.2.6. By Country
10.3. South America: Country Analysis
10.3.1. Brazil Customer Experience Management Market Outlook
10.3.1.1. Market Size & Forecast
10.3.1.1.1. By Value
10.3.1.2. Market Share & Forecast
10.3.1.2.1. By Component
10.3.1.2.2. By Deployment Mode
10.3.1.2.3. By Touch Point
10.3.1.2.4. By Organization Size
10.3.1.2.5. By End User Industry
10.3.2. Argentina Customer Experience Management Market Outlook
10.3.2.1. Market Size & Forecast
10.3.2.1.1. By Value
10.3.2.2. Market Share & Forecast
10.3.2.2.1. By Component
10.3.2.2.2. By Deployment Mode
10.3.2.2.3. By Touch Point
10.3.2.2.4. By Organization Size
10.3.2.2.5. By End User Industry
10.3.3. Colombia Customer Experience Management Market Outlook
10.3.3.1. Market Size & Forecast
10.3.3.1.1. By Value
10.3.3.2. Market Share & Forecast
10.3.3.2.1. By Component
10.3.3.2.2. By Deployment Mode
10.3.3.2.3. By Touch Point
10.3.3.2.4. By Organization Size
10.3.3.2.5. By End User Industry

11. Middle East and Africa Customer Experience Management Market Outlook

11.1. Market Size & Forecast
11.1.1. By Value
11.2. Market Share & Forecast
11.2.1. By Component
11.2.2. By Deployment Mode
11.2.3. By Touch Point
11.2.4. By Organization Size
11.2.5. By End User Industry
11.2.6. By Country
11.3. MEA: Country Analysis
11.3.1. South Africa Customer Experience Management Market Outlook
11.3.1.1. Market Size & Forecast
11.3.1.1.1. By Value
11.3.1.2. Market Share & Forecast
11.3.1.2.1. By Component
11.3.1.2.2. By Deployment Mode
11.3.1.2.3. By Touch Point
11.3.1.2.4. By Organization Size
11.3.1.2.5. By End User Industry
11.3.2. Saudi Arabia Customer Experience Management Market Outlook
11.3.2.1. Market Size & Forecast
11.3.2.1.1. By Value
11.3.2.2. Market Share & Forecast
11.3.2.2.1. By Component
11.3.2.2.2. By Deployment Mode
11.3.2.2.3. By Touch Point
11.3.2.2.4. By Organization Size
11.3.2.2.5. By End User Industry
11.3.3. UAE Customer Experience Management Market Outlook
11.3.3.1. Market Size & Forecast
11.3.3.1.1. By Value
11.3.3.2. Market Share & Forecast
11.3.3.2.1. By Component
11.3.3.2.2. By Deployment Mode
11.3.3.2.3. By Touch Point
11.3.3.2.4. By Organization Size
11.3.3.2.5. By End User Industry
11.3.4. Kuwait Customer Experience Management Market Outlook
11.3.4.1. Market Size & Forecast
11.3.4.1.1. By Value
11.3.4.2. Market Share & Forecast
11.3.4.2.1. By Component
11.3.4.2.2. By Deployment Mode
11.3.4.2.3. By Touch Point
11.3.4.2.4. By Organization Size
11.3.4.2.5. By End User Industry

12. Market Dynamics

12.1. Drivers
12.2. Challenges

13. Market Trends & Developments

14. Competitive Landscape

14.1. Adobe Systems, Inc.
14.2. Oracle Corporation
14.3. SAP SE
14.4. IBM Corporation
14.5. Avaya Inc.
14.6. NICE Systems
14.7. Nokia
14.8. OpenText
14.9. Tech Mahindra
14.10. Verint Systems

15. Strategic Recommendations16. About the Author & Disclaimer

Companies Mentioned (Partial List)

A selection of companies mentioned in this report includes, but is not limited to:

Adobe Systems, Inc.
Oracle Corporation
SAP SE
IBM Corporation
Avaya Inc.
NICE Systems
Nokia
OpenText
Tech Mahindra
Verint Systems

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Table of Contents

Companies Mentioned (Partial List)

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