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Customer Experience Management Market by Component (Solutions, Services) Touchpoint, Deployment Type, Organization Size, Vertical (IT and Telecom, BFSI, Retail, Healthcare, Media and Entertainment), and Region - Global Forecast to 2025

  • ID: 5135899
  • Report
  • July 2020
  • Region: Global
  • 238 Pages
  • Markets and Markets
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The Customer Experience Management Market is Projected to Grow from USD 8.5 Billion in 2020 to USD 14.9 Billion by 2025, at a CAGR of 11.8%

FEATURED COMPANIES

  • Adobe
  • IBM
  • Mindtouch
  • Nokia
  • Sas Institute
  • Sprinklr
  • MORE

Increasing necessity to improve customer engagement and reduce customer churn rate due to growing competition to drive the market for customer experience management

The increasing need for improving customer engagement and reducing customer churn rates due to growing competition has led organizations to deploy advanced customer experience solutions. However, Difficulty in getting consistent CX feedback through all channels, and data security and privacy concerns are considered to pose challenges to the growth of the customer experience management market.

By component, the solutions segment to account for a larger market share during the forecast period

Based on component, the solutions segment is expected to hold a larger market share than the services segment during the forecast period. Organizations are deploying customer experience management solutions to empower customers with highly connected personalized experiences across a wide range of websites, stores, call centers, mobile apps, social media, emails, virtual assistants, and other touchpoints. Customer queries are also expected to be resolved through automatic response processes, through solutions wherein the customers receive real-time feedback of the queries.

By services, the managed services segment to account for a larger market share during the forecast period

Based on services, the managed services segment is expected to hold a larger market size than the professional services segment during the forecast period due to the growing demand for the management of customer experience management operations on-premises as well as on the cloud. The prime responsibility of the managed service providers is to improve the efficiency of inbound and outbound operations cost-effectively for enterprises.

Among regions, APAC to grow at the highest CAGR during the forecast period

The market in APAC is projected to grow at the highest CAGR during the forecast period, due to the widespread adoption of emerging technologies, such as cloud computing, AI, and analytics. The presence of growing economies such as China and India which are rapidly implementing the latest technologies has also contributed to the growth of the customer experience management market in the region.

In-depth interviews were conducted with chief executive officers, marketing directors, innovation and technology directors, and executives from various key organizations operating in the customer experience management market.

The breakup of the profiles of the primary participants is given below:

  • By Company Type: Tier 1 - 62%, Tier 2 - 23%, and Tier 3 - 15%
  • By Designation: C-Level - 38%, Director Level - 30%, Others-32%
  • By Region: North America - 40%, Europe - 15%, APAC - 35%, Middle East & Africa -5%, and Latin America - 5%

The following key customer experience management vendors are profiled in the report:

  • Adobe (US)
  • IBM (US)
  • Oracle (US)
  • Avaya (US)
  • Nice (Israel)
  • Nokia (Finland)
  • SAP (Germany)
  • OpenText (Canada)
  • Tech Mahindra (India)
  • Verint Systems (US)
  • Zendesk (US)
  • SDL (UK)
  • Teradata (US)
  • Sprinklr (US)
  • Medallia (US)
  • InMoment (US)
  • SAS Institute (US)
  • Clarabridge (US)
  • Sitecore (US)
  • NGDATA (Belgium)
  • Amperity (US)
  • Manthan (India)
  • Mixpanel (US)
  • Segment.io (US)
  • ZephyrTel (US)
  • MindTouch (US)

Research Coverage

Customer experience management market by component, touchpoints, deployment type, organization size, vertical, and region. A detailed analysis of the key industry players has been undertaken to provide insights into their business overviews; services; key strategies; new service launches; partnerships, agreements, and collaborations; acquisitions; and competitive landscape associated with the customer experience management market.

Reasons to Buy the Report

The report would help the market leaders/new entrants in the following ways:

  • It comprehensively segments the customer experience management market and provides the closest approximations of the revenue numbers for the overall market and its subsegments across different regions.
  • It would help stakeholders understand the pulse of the market and provide information on the key market drivers, restraints, challenges, and opportunities.
  • It would help stakeholders understand their competitors better and gain more insights to enhance their positions in the market. The competitive landscape section includes competitor ecosystem, new service developments, partnerships, and acquisitions.
Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • Adobe
  • IBM
  • Mindtouch
  • Nokia
  • Sas Institute
  • Sprinklr
  • MORE

1 Introduction
1.1 Introduction to COVID-19
1.2 COVID-19 Health Assessment
Figure 1 COVID-19: the Global Propagation
Figure 2 COVID-19 Propagation: Select Countries
1.3 COVID-19 Economic Assessment
Figure 3 Revised Gross Domestic Product Forecasts for Select G20 Countries in 2020
1.3.1 COVID-19 Economic Impact-Scenario Assessment
Figure 4 Criteria Impacting the Global Economy
Figure 5 Scenarios in Terms of Recovery of the Global Economy
1.4 Objectives of the Study
1.5 Market Definition
1.5.1 Inclusions and Exclusions
1.6 Market Scope
1.6.1 Market Segmentation
1.6.2 Regional Scope
1.6.3 Years Considered for the Study
1.7 Currency
1.8 Stakeholders

2 Research Methodology
2.1 Research Data
Figure 6 Customer Experience Management Market: Research Design
2.1.1 Secondary Data
2.1.2 Primary Data
Table 1 Primary Interviews
2.1.2.1 Breakup of Primaries
Figure 7 Breakup of Profiles of Primary Participants: by Company Type, Designation, and Region
2.1.2.2 Key Industry Insights
2.2 Market Breakup and Data Triangulation
2.3 Market Size Estimation
Figure 8 Market: Top-Down and Bottom-Up Approaches
2.3.1 Top-Down Approach
Figure 9 Market Size Estimation Methodology (Supply Side): Revenue of Solutions and Services of the Customer Experience Management Market
2.3.2 Bottom-Up Approach
2.4 Market Forecast
Table 2 Factor Analysis
2.5 Competitive Leadership Mapping: Research Methodology
Figure 10 Competitive Leadership Mapping: Criteria Weightage
Figure 11 Competitive Leadership Mapping (Start-Up): Criteria Weightage
2.6 Research Assumptions and Limitations
2.6.1 Assumptions for the Study
2.7 Limitations

3 Executive Summary
Figure 12 Customer Experience Management Market Size, 2020-2025
Figure 13 Based on Component, Solutions Segment Estimated to Lead Market During the Forecast Period
Figure 14 Based on Deployment Type, Cloud Segment Estimated to Account for Larger Market Share in 2020, Compared to On-Premises Segment
Figure 15 Based on Organization Size, Large Enterprises Segment is Estimated to Lead the Market in 2020
Figure 16 Based on Vertical, Retail Segment is Estimated to Lead the Market in 2020
Figure 17 Market: Regional Snapshot

4 Premium Insights
4.1 Attractive Opportunities in the Customer Experience Management Market
Figure 18 Increasing Use of Customer-Related Scores by Organizations to Plan Better Customer Engagement Strategy Lead to Market Growth from 2020 to 2025
4.2 Asia-Pacific Market, by Component and Country
Figure 19 Solutions Segment and Australia and New Zealand Estimated to Account for the Largest Market Share in Asia-Pacific in 2020
4.3 Market: Major Countries
Figure 20 India and South Africa Projected to Register the Highest CAGR from 2020 to 2025

5 Market Overview and Industry Trends
5.1 Introduction
Figure 21 Advancements in Communication Technology Are Major Driving Factors for Customer Experience Management Market
5.2 Market Dynamics
Figure 22 Drivers, Restraints, Opportunities, and Challenges: Market
5.2.1 Drivers
5.2.1.1 Need for Better Understanding Customers Increasing the Demand for Cem Solutions
5.2.1.2 Customer-Related Scores Helping Organizations to Plan Better Customer Engagement Strategy
5.2.1.3 Cem Solutions Help in Reducing Customer Churn Rates
5.2.1.4 Cem Solutions Help in Keeping Customer Engagement Through Omnichannel
5.2.2 Restraints
5.2.2.1 Data Synchronization Complexities
5.2.3 Opportunities
5.2.3.1 Need for Insights to Predict Customer Intents
5.2.3.2 Information Extracted from Cem Solutions Can Be Used to Make Optimal Cx Strategy
5.2.4 Challenges
5.2.4.1 Difficulty in Getting Consistent Cx Feedback Through All Channels
5.2.4.2 Difficulty in Synchronizing Cx Data Collected from Different Touchpoints Within Different Domains
5.2.4.3 Data Security and Privacy Issues
5.3 COVID-19 Pandemic-Driven Market Dynamics and Factor Analysis
5.3.1 Drivers and Opportunities
5.3.2 Restraints and Challenges
5.4 Industry Trends
5.4.1 Use Cases
5.4.1.1 Use Case 1: Icici Bank Transforms Its Cx With Genesys
5.4.1.2 Use Case 2: Safaricom Uses Nokia Customer Experience Management on Demand
5.4.1.3 Use Case 3: Schwan’S Company Uses Oracle Cross-Channel Marketing
5.4.1.4 Use Case 4: Opentext and Livesite’S Solutions Help in Delivering Information According to Its Members’ Need

6 Customer Experience Management Market, by Component
6.1 Introduction
Figure 23 Services Segment to Grow at a Higher CAGR During the Forecast Period (2020-2025)
Table 3 Market Size, by Component, 2015-2019 (USD Million)
Table 4 Market Size, by Component, 2019-2025 (USD Million)
6.2 Solutions
6.2.1 Solutions: Market Drivers
6.2.2 Solutions: Impact of COVID-19 on the Market
Table 5 Solutions: Market Size, by Region, 2015-2019 (USD Million)
Table 6 Solutions: Market Size, by Region, 2019-2025 (USD Million)
Table 7 Solutions: North America Market Size, by Country, 2015-2019 (USD Million)
Table 8 Solutions: North America Customer Experience Management Market Size, by Country, 2019-2025 (USD Million)
6.2.3 Omni-Channel
6.2.4 Machine Learning
6.2.5 Analytics
6.2.6 Workforce Optimization
6.3 Services
6.3.1 Services: Market Drivers
6.3.2 Services: Impact of COVID-19 on the Market
Figure 24 Managed Services Segment to Register the Highest CAGR During the Forecast Period
Table 9 Customer Experience Management Market Size, by Service, 2015-2019 (USD Million)
Table 10 Market Size, by Service, 2019-2025 (USD Million)
Table 11 Services: Market Size, by Region, 2015-2019 (USD Million)
Table 12 Services: Market Size, by Region, 2019-2025 (USD Million)
Table 13 Services: North America Market Size, by Country, 2015-2019 (USD Million)
Table 14 Services: North America Market Size, by Country, 2019-2025 (USD Million)
6.3.3 Professional Services
Figure 25 Support and Maintenance Segment to Register Highest CAGR During the Forecast Period
Table 15 Market Size, by Professional Service, 2015-2019 (USD Million)
Table 16 Market Size, by Professional Service, 2019-2025 (USD Million)
Table 17 Professional Services: Market Size, by Region, 2015-2019 (USD Million)
Table 18 Professional Services: Customer Experience Management Market Size, by Region, 2019-2025 (USD Million)
Table 19 Professional Services: North America Market Size, by Country, 2015-2019 (USD Million)
Table 20 Professional Services: North America Market Size, by Country, 2019-2025 (USD Million)
6.3.3.1 Deployment and Integration
Table 21 Deployment and Integration: Market Size, by Region, 2015-2019 (USD Million)
Table 22 Deployment and Integration: Market Size, by Region, 2019-2025 (USD Million)
Table 23 Deployment and Integration: North America Market Size, by Country, 2015-2019 (USD Million)
Table 24 Deployment and Integration: North America Market Size, by Country, 2019-2025 (USD Million)
6.3.3.2 Support and Maintenance
Table 25 Support and Maintenance: Customer Experience Management Market Size, by Region, 2015-2019 (USD Million)
Table 26 Support and Maintenance: Market Size, by Region, 2019-2025 (USD Million)
Table 27 Support and Maintenance: North America Market Size, by Country, 2015-2019 (USD Million)
Table 28 Support and Maintenance: North America Market Size, by Country, 2019-2025 (USD Million)
6.3.3.3 Consulting and Training
Table 29 Consulting and Training: Market Size, by Region, 2015-2019 (USD Million)
Table 30 Consulting and Training: Market Size, by Region, 2019-2025 (USD Million)
Table 31 Consulting and Training: North America Market Size, by Country, 2015-2019 (USD Million)
Table 32 Consulting and Training: North America Market Size, by Country, 2019-2025 (USD Million)
6.3.4 Managed Services
Table 33 Managed Services: Customer Experience Management Market Size, by Region, 2015-2019 (USD Million)
Table 34 Managed Services: Market Size, by Region, 2019-2025 (USD Million)
Table 35 Managed Services: North America Market Size, by Country, 2015-2019 (USD Million)
Table 36 Managed Services: North America Market Size, by Country, 2019-2025 (USD Million)

7 Customer Experience Management Market, by Touchpoint
7.1 Introduction
7.2 Website
7.3 Store
7.4 Call Center
7.5 Mobile App
7.6 Social Media
7.7 Email
7.8 Virtual Assistant
7.9 Others

8 Customer Experience Management Market, by Deployment Type
8.1 Introduction
Figure 26 Cloud Segment Expected to Account for Larger Market Size During the Forecast Period
Table 37 Market Size, by Deployment Type, 2015-2019 (USD Million)
Table 38 Market Size, by Deployment Type, 2019-2025 (USD Million)
8.2 On-Premises
8.2.1 On-Premises: Market Drivers
8.2.2 On-Premises: Impact of COVID-19 on the Market
Table 39 On-Premises: Market Size, by Region, 2 015-2019 (USD Million)
Table 40 On-Premises: Market Size, by Region, 2019-2025 (USD Million)
Table 41 On-Premises: North America Market Size, by Country, 2015-2019 (USD Million)
Table 42 On-Premises: North America Customer Experience Management Market Size, by Country, 2019-2025 (USD Million)
8.3 Cloud
8.3.1 Cloud: Market Drivers
8.3.2 Cloud: Impact of COVID-19 on the Market
Table 43 Cloud: Market Size, by Region, 2015-2019 (USD Million)
Table 44 Cloud: Market Size, by Region, 2019-2025 (USD Million)
Table 45 Cloud: North America Market Size, by Country, 2015-2019 (USD Million)
Table 46 Cloud: North America Market Size, by Country, 2019-2025 (USD Million)

9 Customer Experience Management Market, by Organization Size
9.1 Introduction
Figure 27 Large Enterprises Segment Expected to Account for Larger Market Size During the Forecast Period
Table 47 Market Size, by Organization Size, 2015-2019 (USD Million)
Table 48 Market Size, by Organization Size, 2019-2025 (USD Million)
9.2 Large Enterprises
9.2.1 Large Enterprises: Market Drivers
9.2.2 Large Enterprises: Impact of COVID-19 on the Market
Table 49 Large Enterprises: Market Size, by Region, 2015-2019 (USD Million)
Table 50 Large Enterprises: Market Size, by Region, 2019-2025 (USD Million)
Table 51 Large Enterprises: North America Market Size, by Country, 2015-2019 (USD Million)
Table 52 Large Enterprises: North America Customer Experience Management Market Size, by Region, 2019-2025 (USD Million)
9.3 Small and Medium-Sized Enterprises
9.3.1 Small and Medium-Sized Enterprises: Market Drivers
9.3.2 Small and Medium-Sized Enterprises: Impact of COVID-19 on the Market
Table 53 Small and Medium-Sized Enterprises: Market Size, by Region, 2015-2019 (USD Million)
Table 54 Small and Medium-Sized Enterprises: Market Size, by Region, 2019-2025 (USD Million)
Table 55 Small and Medium-Sized Enterprises: North America Market Size, by Country, 2015-2019 (USD Million)
Table 56 Small and Medium-Sized Enterprises: North America Market Size, by Region, 2019-2025 (USD Million)

10 Customer Experience Management Market, by Vertical
10.1 Introduction
Figure 28 Healthcare Segment Projected to Grow at the Highest CAGR During the Forecast Period
Table 57 Market Size, by Vertical, 2015-2019 (USD Million)
Table 58 Market Size, by Vertical, 2019-2025 (USD Million)
10.2 It and Telecom
10.2.1 It and Telecom: Market Drivers
10.2.2 It and Telecom: Impact of COVID-19 on the Market
Table 59 It and Telecom: Market Size, by Region, 2015-2019 (USD Million)
Table 60 It and Telecom: Market Size, by Region, 2019-2025 (USD Million)
Table 61 It and Telecom: North America Market Size, by Country, 2015-2019 (USD Million)
Table 62 It and Telecom: North America Market Size, by Country, 2019-2025 (USD Million)
10.3 Bfsi
10.3.1 Bfsi: Market Drivers
10.3.2 Bfsi: Impact of COVID-19 on the Market
Table 63 Bfsi: Customer Experience Management Market Size, by Region, 2015-2019 (USD Million)
Table 64 Bfsi: Market Size, by Region, 2019-2025 (USD Million)
Table 65 Bfsi: North America Market Size, by Country, 2015-2019 (USD Million)
Table 66 Bfsi: North America Market Size, by Country, 2019-2025 (USD Million)
10.4 Retail
10.4.1 Retail: Market Drivers
10.4.2 Retail: Impact of COVID-19 on the Market
Table 67 Retail: Market Size, by Region, 2015-2019 (USD Million)
Table 68 Retail: Market Size, by Region, 2019-2025 (USD Million)
Table 69 Retail: North America Market Size, by Country, 2015-2019 (USD Million)
Table 70 Retail: North America Market Size, by Country, 2019-2025 (USD Million)
10.5 Healthcare
10.5.1 Healthcare: Market Drivers
10.5.2 Healthcare: Impact of COVID-19 on the Market
Table 71 Healthcare: Customer Experience Management Market Size, by Region, 2015-2019 (USD Million)
Table 72 Healthcare: Market Size, by Region, 2019-2025 (USD Million)
Table 73 Healthcare: North America Market Size, by Country, 2015-2019 (USD Million)
Table 74 Healthcare: North America Market Size, by Country, 2019-2025 (USD Million)
10.6 Automotive
10.6.1 Automotive: Market Drivers
10.6.2 Automotive: Impact of COVID-19 on the Market
Table 75 Automotive: Market Size, by Region, 2015-2019 (USD Million)
Table 76 Automotive: Market Size, by Region, 2019-2025 (USD Million)
Table 77 Automotive: North America Market Size, by Country, 2015-2019 (USD Million)
Table 78 Automotive: North America Market Size, by Country, 2019-2025 (USD Million)
10.7 Travel and Hospitality
10.7.1 Travel and Hospitality: Market Drivers
10.7.2 Travel and Hospitality: Impact of COVID-19 on the Market
Table 79 Travel and Hospitality: Customer Experience Management Market Size, by Region, 2015-2019 (USD Million)
Table 80 Travel and Hospitality: Market Size, by Region, 2019-2025 (USD Million)
Table 81 Travel and Hospitality: North America Market Size, by Country, 2015-2019 (USD Million)
Table 82 Travel and Hospitality: North America Market Size, by Country, 2019-2025 (USD Million)
10.8 Media and Entertainment
10.8.1 Media and Entertainment: Market Drivers
10.8.2 Media and Entertainment: Impact of COVID-19 on the Market
Table 83 Media and Entertainment: Market Size, by Region, 2015-2019 (USD Million)
Table 84 Media and Entertainment: Market Size, by Region, 2019-2025 (USD Million)
Table 85 Media and Entertainment: North America Market Size, by Country, 2015-2019 (USD Million)
Table 86 Media and Entertainment: North America Market Size, by Country, 2019-2025 (USD Million)
10.9 Public Sector
10.9.1 Public Sector: Market Drivers
10.9.2 Public Sector: Impact of COVID-19 on the Market
Table 87 Public Sector: Customer Experience Management Market Size, by Region, 2015-2019 (USD Million)
Table 88 Public Sector: Market Size, by Region, 2019-2025 (USD Million)
Table 89 Public Sector: North America Market Size, by Country, 2015-2019 (USD Million)
Table 90 Public Sector: North America Market Size, by Country, 2019-2025 (USD Million)
10.10 Others
Table 91 Other Verticals: Market Size, by Region, 2015-2019 (USD Million)
Table 92 Other Verticals: Market Size, by Region, 2019-2025 (USD Million)
Table 93 Other Verticals: North America Market Size, by Country, 2015-2019 (USD Million)
Table 94 Other Verticals: North America Market Size, by Country, 2019-2025 (USD Million)

11 Customer Experience Management Market, by Region
11.1 Introduction
Figure 29 North America Estimated to Hold the Largest Market Share During the Forecast Period
Table 95 Market Size, by Region, 2015-2019 (USD Million)
Table 96 Market Size, by Region, 2019-2025 (USD Million)
Figure 30 Asia-Pacific Market to Grow at the Highest CAGR During the Forecast Period
11.2 North America
11.2.1 North America: Market Drivers
11.2.2 North America: Impact of COVID-19 on the Market
Figure 31 North America: Market Snapshot
Table 97 North America: Customer Experience Management Market Size, by Component, 2015-2019 (USD Million)
Table 98 North America: Market Size, by Component, 2019-2025 (USD Million)
Table 99 North America: Market Size, by Service, 2015-2019 (USD Million)
Table 100 North America: Market Size, by Service, 2019-2025 (USD Million)
Table 101 North America: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 102 North America: Market Size, by Professional Service, 2019-2025 (USD Million)
Table 103 North America: Market Size, by Deployment Type, 2015-2019 (USD Million)
Table 104 North America: Market Size, by Deployment Type, 2019-2025 (USD Million)
Table 105 North America: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 106 North America: Market Size, by Organization Size, 2019-2025 (USD Million)
Table 107 North America: Market Size, by Vertical, 2015-2019 (USD Million)
Table 108 North America: Market Size, by Vertical, 2019-2025 (USD Million)
Table 109 North America: Market Size, by Country, 2015-2019 (USD Million)
Table 110 North America: Market Size, by Country, 2019-2025 (USD Million)
11.2.3 US
Table 111 US: Customer Experience Management Market Size, by Component, 2015-2019 (USD Million)
Table 112 US: Market Size, by Component, 2019-2025 (USD Million)
Table 113 US: Market Size, by Service, 2015-2019 (USD Million)
Table 114 US: Market Size, by Service, 2019-2025 (USD Million)
Table 115 US: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 116 US: Market Size, by Professional Service, 2019-2025 (USD Million)
Table 117 US: Market Size, by Deployment Type, 2015-2019 (USD Million)
Table 118 US: Market Size, by Deployment Type, 2019-2025 (USD Million)
Table 119 US: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 120 US: Market Size, by Organization Size, 2019-2025 (USD Million)
Table 121 US: Market Size, by Vertical, 2015-2019 (USD Million)
Table 122 US: Market Size, by Vertical, 2019-2025 (USD Million)
11.2.4 Canada
Table 123 Canada: Customer Experience Management Market Size, by Component, 2015-2019 (USD Million)
Table 124 Canada: Market Size, by Component, 2019-2025 (USD Million)
Table 125 Canada: Market Size, by Service, 2015-2019 (USD Million)
Table 126 Canada: Market Size, by Service, 2019-2025 (USD Million)
Table 127 Canada: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 128 Canada: Market Size, by Professional Service, 2019-2025 (USD Million)
Table 129 Canada: Market Size, by Deployment Type, 2015-2019 (USD Million)
Table 130 Canada: Market Size, by Deployment Type, 2019-2025 (USD Million)
Table 131 Canada: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 132 Canada: Market Size, by Organization Size, 2019-2025 (USD Million)
Table 133 Canada: Market Size, by Vertical, 2015-2019 (USD Million)
Table 134 Canada: Market Size, by Vertical, 2019-2025 (USD Million)
11.3 Europe
11.3.1 Europe: Market Drivers
11.3.2 Europe: Impact of COVID-19 on the Market
Table 135 Europe: Customer Experience Management Market Size, by Component, 2015-2019 (USD Million)
Table 136 Europe: Market Size, by Component, 2019-2025 (USD Million)
Table 137 Europe: Market Size, by Service, 2015-2019 (USD Million)
Table 138 Europe: Market Size, by Service, 2019-2025 (USD Million)
Table 139 Europe: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 140 Europe: Market Size, by Professional Service, 2019-2025 (USD Million)
Table 141 Europe: Market Size, by Deployment Type, 2015-2019 (USD Million)
Table 142 Europe: Market Size, by Deployment Type, 2019-2025 (USD Million)
Table 143 Europe: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 144 Europe: Market Size, by Organization Size, 2019-2025 (USD Million)
Table 145 Europe: Market Size, by Vertical, 2015-2019 (USD Million)
Table 146 Europe: Market Size, by Vertical, 2019-2025 (USD Million)
Table 147 Europe: Market Size, by Country, 2015-2019 (USD Million)
Table 148 Europe: Market Size, by Country, 2019-2025 (USD Million)
11.3.3 UK
11.3.4 Germany
11.3.5 France
11.3.6 Rest of Europe
11.4 Asia-Pacific
11.4.1 Asia-Pacific: Market Drivers
11.4.2 Asia-Pacific: Impact of COVID-19 on the Market
Figure 32 Asia-Pacific: Market Snapshot
Table 149 Asia-Pacific: Customer Experience Management Market Size, by Component, 2015-2019 (USD Million)
Table 150 Asia-Pacific: Market Size, by Component, 2019-2025 (USD Million)
Table 151 Asia-Pacific: Market Size, by Service, 2015-2019 (USD Million)
Table 152 Asia-Pacific: Market Size, by Service, 2019-2025 (USD Million)
Table 153 Asia-Pacific: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 154 Asia-Pacific: Market Size, by Professional Service, 2019-2025 (USD Million)
Table 155 Asia-Pacific: Market Size, by Deployment Type, 2015-2019 (USD Million)
Table 156 Asia-Pacific: Market Size, by Deployment Type, 2019-2025 (USD Million)
Table 157 Asia-Pacific: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 158 Asia-Pacific: Market Size, by Organization Size, 2019-2025 (USD Million)
Table 159 Asia-Pacific: Market Size, by Vertical, 2015-2019 (USD Million)
Table 160 Asia-Pacific: Market Size, by Vertical, 2019-2025 (USD Million)
Table 161 Asia-Pacific: Market Size, by Country, 2015-2019 (USD Million)
Table 162 Asia-Pacific: Market Size, by Country, 2019-2025 (USD Million)
11.4.3 Australia & New Zealand
11.4.4 India
11.4.5 China
11.4.6 Rest of Asia-Pacific
11.5 Middle East & Africa
11.5.1 Middle East & Africa: Market Drivers
11.5.2 Middle East & Africa: Impact of COVID-19 on the Market
Table 163 Middle East & Africa: Customer Experience Management Market Size, by Component, 2015-2019 (USD Million)
Table 164 Middle East & Africa: Market Size, by Component, 2019-2025 (USD Million)
Table 165 Middle East & Africa: Market Size, by Service, 2015-2019 (USD Million)
Table 166 Middle East & Africa: Market Size, by Service, 2019-2025 (USD Million)
Table 167 Middle East & Africa: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 168 Middle East & Africa: Market Size, by Professional Service, 2019-2025 (USD Million)
Table 169 Middle East & Africa: Market Size, by Deployment Type, 2015-2019 (USD Million)
Table 170 Middle East & Africa: Market Size, by Deployment Type, 2019-2025 (USD Million)
Table 171 Middle East & Africa: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 172 Middle East & Africa: Market Size, by Organization Size, 2019-2025 (USD Million)
Table 173 Middle East & Africa: Market Size, by Vertical, 2015-2019 (USD Million)
Table 174 Middle East & Africa: Market Size, by Vertical, 2019-2025 (USD Million)
Table 175 Middle East & Africa: Market Size, by Country, 2015-2019 (USD Million)
Table 176 Middle East & Africa: Market Size, by Country, 2019-2025 (USD Million)
11.5.3 Uae
11.5.4 Saudi Arabia
11.5.5 South Africa
11.5.6 Rest of Middle East & Africa
11.6 Latin America
11.6.1 Latin America: Market Drivers
11.6.2 Latin America: Impact of COVID-19 on the Market
Table 177 Latin America: Customer Experience Management Market Size, by Component, 2015-2019 (USD Million)
Table 178 Latin America: Market Size, by Component, 2019-2025 (USD Million)
Table 179 Latin America: Market Size, by Service, 2015-2019 (USD Million)
Table 180 Latin America: Market Size, by Service, 2019-2025 (USD Million)
Table 181 Latin America: Market Size, by Professional Service, 2015-2019 (USD Million)
Table 182 Latin America: Market Size, by Professional Service, 2019-2025 (USD Million)
Table 183 Latin America: Market Size, by Deployment Type, 2015-2019 (USD Million)
Table 184 Latin America: Market Size, by Deployment Type, 2019-2025 (USD Million)
Table 185 Latin America: Market Size, by Organization Size, 2015-2019 (USD Million)
Table 186 Latin America: Market Size, by Organization Size, 2019-2025 (USD Million)
Table 187 Latin America: Market Size, by Vertical, 2015-2019 (USD Million)
Table 188 Latin America: Market Size, by Vertical, 2019-2025 (USD Million)
Table 189 Latin America: Market Size, by Country, 2015-2019 (USD Million)
Table 190 Latin America: Market Size, by Country, 2019-2025 (USD Million)
11.6.3 Brazil
11.6.4 Mexico
11.6.5 Rest of Latin America

12 Competitive Landscape
12.1 Competitive Leadership Mapping
12.1.1 Visionary Leaders
12.1.2 Innovators
12.1.3 Dynamic Differentiators
12.1.4 Emerging Companies
Figure 33 Customer Experience Management Market (Global) Competitive Leadership Mapping
12.2 Strength of Product Portfolio
Figure 34 Product Offering Analysis of the Top Players in the Market
12.3 Business Strategy Excellence
Figure 35 Business Strategy Excellence of the Top Players in the Market
12.4 Competitive Leadership Mapping (Start-Up/SMEs)
12.4.1 Progressive Companies
12.4.2 Starting Blocks
12.4.3 Responsive Companies
12.4.4 Dynamic Companies
Figure 36 Customer Experience Management Market, Competitive Leadership Mapping, Start-Up Companies, 2020
12.5 Market Ranking for the Market, 2020
Figure 37 Market Ranking, 2020

13 Company Profiles
Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, the Author's View
13.1 Adobe
Figure 38 Adobe: Company Snapshot
Figure 39 Adobe: SWOT Analysis
13.2 IBM
Figure 40 IBM: Company Snapshot
Figure 41 IBM: SWOT Analysis
13.3 Oracle
Figure 42 Oracle: Company Snapshot
Figure 43 Oracle: SWOT Analysis
13.4 Avaya
Figure 44 Avaya: Company Snapshot
Figure 45 Avaya: SWOT Analysis
13.5 Nice
Figure 46 Nice: Company Snapshot
Figure 47 Nice Systems: SWOT Analysis
13.6 Nokia
Figure 48 Nokia: Company Snapshot
Figure 49 Nokia: SWOT Analysis
13.7 SAP
Figure 50 Sap: Company Snapshot
Figure 51 Sap: SWOT Analysis
13.8 Opentext
Figure 52 Opentext: Company Snapshot
13.9 Tech Mahindra
Figure 53 Tech Mahindra: Company Snapshot
13.10 Verint Systems
Figure 54 Verint Systems: Company Snapshot
13.11 Zendesk
13.12 Sdl
13.13 Teradata
13.14 Sprinklr
13.15 Medallia
13.16 Inmoment
13.17 Sas Institute
13.18 Clarabridge
13.19 Sitecore
13.20 Ngdata
13.21 Amperity
13.22 Manthan
13.23 Mixpanel
13.24 Segment.Io
13.25 Zephyrtel
13.26 Mindtouch

Details on Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, the Author's View Might Not Be Captured in Case of Unlisted Companies.

14 Appendix
14.1 Adjacent/Related Market
14.1.1 Customer Analytics Market
14.1.1.1 Market Definition
14.1.1.2 Market Overview
Table 191 Global Customer Analytics Market Size, 2018-2025 (USD Million)
14.1.1.3 Customer Analytics Market, by Component
Table 192 Customer Analytics Market Size, by Component, 2018-2025 (USD Million)
Table 193 Solutions: Customer Analytics Market, by Type, 2018-2025 (USD Million)
Table 194 Solutions: Customer Analytics Market Size, by Region, 2018-2025 (USD Million)
Table 195 Services: Customer Analytics Market Size, by Type, 2018-2025 (USD Million)
Table 196 Services: Customer Analytics Market Size, by Region, 2018-2025 (USD Million)
14.1.1.4 Customer Analytics Market, by Deployment
Table 197 Customer Analytics Market Size, by Deployment Mode, 2018-2025 (USD Million)
Table 198 Cloud: Customer Analytics Market Size, by Region, 2018-2025 (USD Million)
Table 199 On-Premises: Customer Analytics Market Size, by Region, 2018-2025 (USD Million)
14.1.1.5 Customer Analytics Market, by Organization Size
Table 200 Customer Analytics Market Size, by Organization Size, 2018-2025 (USD Million)
Table 201 Large Enterprises: Customer Analytics Market Size, by Region, 2018-2025 (USD Million)
Table 202 Small and Medium-Sized Enterprises: Customer Analytics Market Size, by Region, 2018-2025 (USD Million)
14.1.1.6 Customer Analytics Market, by Application
Table 203 Customer Analytics Market Size, by Application, 2018-2025 (USD Million)
14.1.1.7 Customer Analytics Market, by Data Source
Table 204 Customer Analytics Market Size, by Data Source, 2018-2025 (USD Million)
14.1.1.8 Customer Analytics Market, by Industry Vertical
Table 205 Customer Analytics Market Size, by Industry Vertical, 2018-2025 (USD Million)
14.1.1.9 Customer Analytics Market, by Region
Table 206 Customer Analytics Market Size, by Region, 2018-2025 (USD Million)
14.1.2 Customer Engagement Solutions Market
14.1.2.1 Market Definition
14.1.2.2 Market Overview
Table 207 Global Customer Engagement Solutions Market Size, 2018-2025 (USD Million)
14.1.2.3 Customer Engagement Solutions Market, by Component
Table 208 Customer Engagement Solutions Market Size, by Component, 2016-2023 (USD Million)
Table 209 Customer Engagement Solutions Market Size, by Solution Type, 2016-2023 (USD Million)
Table 210 Customer Engagement Solutions Market Size, by Service Type, 2016-2023 (USD Million)
14.1.2.4 Customer Engagement Solutions Market, by Deployment
Table 211 Customer Engagement Solutions Market Size, by Deployment Type, 2016-2023 (USD Million)
14.1.2.5 Customer Engagement Solutions Market, by Organization Size
Table 212 Customer Engagement Solutions Market Size, by Organization Size, 2016-2023 (USD Million)
14.1.2.6 Customer Engagement Solutions Market, by Vertical
Table 213 Customer Engagement Solutions Market Size, by Vertical, 2016-2023 (USD Million)
14.1.2.7 Customer Engagement Solutions Market, by Region
Table 214 Customer Engagement Solutions Market, by Region, 2016-2023 (USD Million)
14.1.3 Customer Success Platforms Market
14.1.3.1 Market Definition
14.1.3.2 Market Overview
Table 215 Global Customer Success Platforms Market Size, 2017-2024 (USD Million)
14.1.3.3 Customer Success Platforms Market, by Component
Table 216 Customer Success Platforms Market Size, by Component, 2017-2024 (USD Million)
Table 217 Solution: Customer Success Platforms Market Size, by Region, 2017-2024 (USD Million)
Table 218 Services: Customer Success Platforms Market Size, by Type, 2017-2024 (USD Million)
Table 219 Professional Services: Customer Success Platforms Market Size, by Type, 2017-2024 (USD Million)
14.1.3.4 Customer Success Platforms Market, by Deployment Model
Table 220 Customer Success Platforms Market Size, by Deployment Model, 2017-2024 (USD Million)
14.1.3.5 Customer Success Platforms Market, by Organization Size
Table 221 Customer Success Platforms Market Size, by Organization Size, 2017-2024 (USD Million)
14.1.3.6 Customer Success Platforms Market, by Industry Vertical
Table 222 Customer Success Platforms Market Size, by Industry Vertical, 2017-2024 (USD Million)
14.1.3.7 Customer Success Platforms Market, by Region
Table 223 Customer Success Platforms Market Size, by Region, 2017-2024 (USD Million)
14.2 Discussion Guide
14.3 Knowledge Store: Subscription Portal
14.4 Available Customizations
14.5 Related Reports
14.6 Author Details

Note: Product cover images may vary from those shown
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  • Adobe
  • Amperity
  • Avaya
  • Clarabridge
  • IBM
  • Inmoment
  • Manthan
  • Medallia
  • Mindtouch
  • Mixpanel
  • Ngdata
  • Nice
  • Nokia
  • Opentext
  • Oracle
  • SAP
  • Sas Institute
  • Sdl
  • Segment.Io
  • Sitecore
  • Sprinklr
  • Tech Mahindra
  • Teradata
  • Verint Systems
  • Zendesk
  • Zephyrtel
Note: Product cover images may vary from those shown
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