Customer Experience Management Software Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2023-2028

Report
135 Pages
June 2023
Region: Global
IMARC Group
ID: 5562558

The global customer experience management software market size reached US$ 11,455.9 Million in 2022. Looking forward, the publisher expects the market to reach US$ 26,762.0 Million by 2028, exhibiting a growth rate (CAGR) of 13.85% during 2023-2028.

Customer experience management (CEM) software assists in tracking, reacting and monitoring customer reactions with a brand to meet expectations and improve their overall experience. It also aids in analyzing feedback and facilitates organizations with comprehensive insights that help take actions for favorable business outcomes. It stores all the information of customers with real-time updates that are easy to share with different teams. As a result, it finds extensive applications in retail, healthcare, media and entertainment (M&E), and banking, financial services and insurance (BFSI) sectors worldwide.

Customer Experience Management Software Market Trends:

With the growing competitive market scenario, brands nowadays are adopting customer-centric approach strategies and considerably relying on customer feedback and experience to increase their profitability. They are also focusing on mergers and acquisitions (M&A), product launches, strategic developments, and partnerships and collaborations to influence their overall sales positively. Moreover, the flourishing e-commerce sector on account of the rising reliance on smartphones and convenience offered via online shopping websites like free home delivery and easy return policies is strengthening the growth of the market. Apart from this, the escalating demand for cloud-based CEM software around the world is bolstering the growth of the market. In addition, as customers are using multiple platforms like mobile apps, websites, and chats, there is a need for collecting customer reviews on a unified platform. This, coupled with the increasing applications of CEM software to determine and cater to the needs of the customers, is positively influencing the market. Besides this, rapid digitalization, increasing investments from venture capitalists, and the rising digital customer interactions across the globe are catalyzing the demand for CEM software solutions.

Key Market Segmentation:

The publisher provides an analysis of the key trends in each sub-segment of the global customer experience management software market report, along with forecasts at the global, regional and country level from 2023-2028. Our report has categorized the market based on component, touchpoint, deployment mode, organization size and industries.

Breakup by Component:

Solutions
Services

Breakup by Touchpoint:

Stores/Branches
Call Centers
Social Media Platform
Email
Mobile
Web Services
Others

Breakup by Deployment Mode:

On-premises
Cloud-based

Breakup by Organization Size:

Large Enterprises
Small and Medium-sized Enterprises

Breakup by Industries:

Retail
BFSI
IT and Telecommunication
Healthcare
Media and Entertainment
Government Sector
Others

Breakup by Region:

North America

United States
Canada

Asia-Pacific

China
Japan
India
South Korea
Australia
Indonesia
Others

Europe

Germany
France
United Kingdom
Italy
Spain
Russia
Others

Latin America

Brazil
Mexico
Others

Middle East and Africa

Competitive Landscape:

The competitive landscape of the industry has also been examined along with the profiles of the key players being Adobe Inc., Avaya Inc., Clarabridge (Qualtrics International), International Business Machines Corporation, Medallia Inc., NICE Ltd., Oracle Corporation, Salesforce.com Inc., SAP SE, SAS Institute Inc., Tech Mahindra Limited, Verint Systems Inc. and Zendesk.

Key Questions Answered in This Report

1. What was the size of the global customer experience management software market in 2022?
2. What is the expected growth rate of the global customer experience management software market during 2023-2028?
3. What are the key factors driving the global customer experience management software market?
4. What has been the impact of COVID-19 on the global customer experience management software market?
5. What is the breakup of the global customer experience management software market based on the component?
6. What is the breakup of the global customer experience management software market based on the touchpoint?
7. What is the breakup of the global customer experience management software market based on the deployment mode?
8. What is the breakup of the global customer experience management software market based on the organization size?
9. What are the key regions in the global customer experience management software market?
10. Who are the key players/companies in the global customer experience management software market?

1 Preface

2 Scope and Methodology

2.1 Objectives of the Study
2.2 Stakeholders
2.3 Data Sources
2.3.1 Primary Sources
2.3.2 Secondary Sources
2.4 Market Estimation
2.4.1 Bottom-Up Approach
2.4.2 Top-Down Approach
2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

4.1 Overview
4.2 Key Industry Trends

5 Global Customer Experience Management Software Market

5.1 Market Overview
5.2 Market Performance
5.3 Impact of COVID-19
5.4 Market Forecast

6 Market Breakup by Component

6.1 Solutions
6.1.1 Market Trends
6.1.2 Market Forecast
6.2 Services
6.2.1 Market Trends
6.2.2 Market Forecast

7 Market Breakup by Touchpoint

7.1 Stores/Branches
7.1.1 Market Trends
7.1.2 Market Forecast
7.2 Call Centers
7.2.1 Market Trends
7.2.2 Market Forecast
7.3 Social Media Platform
7.3.1 Market Trends
7.3.2 Market Forecast
7.4 Email
7.4.1 Market Trends
7.4.2 Market Forecast
7.5 Mobile
7.5.1 Market Trends
7.5.2 Market Forecast
7.6 Web Services
7.6.1 Market Trends
7.6.2 Market Forecast
7.7 Others
7.7.1 Market Trends
7.7.2 Market Forecast

8 Market Breakup by Deployment Mode

8.1 On-premises
8.1.1 Market Trends
8.1.2 Market Forecast
8.2 Cloud-based
8.2.1 Market Trends
8.2.2 Market Forecast

9 Market Breakup by Organization Size

9.1 Large Enterprises
9.1.1 Market Trends
9.1.2 Market Forecast
9.2 Small and Medium-sized Enterprises
9.2.1 Market Trends
9.2.2 Market Forecast

10 Market Breakup by Industries

10.1 Retail
10.1.1 Market Trends
10.1.2 Market Forecast
10.2 BFSI
10.2.1 Market Trends
10.2.2 Market Forecast
10.3 IT and Telecommunication
10.3.1 Market Trends
10.3.2 Market Forecast
10.4 Healthcare
10.4.1 Market Trends
10.4.2 Market Forecast
10.5 Media and Entertainment
10.5.1 Market Trends
10.5.2 Market Forecast
10.6 Government Sector
10.6.1 Market Trends
10.6.2 Market Forecast
10.7 Others
10.7.1 Market Trends
10.7.2 Market Forecast

11 Market Breakup by Region

11.1 North America
11.1.1 United States
11.1.1.1 Market Trends
11.1.1.2 Market Forecast
11.1.2 Canada
11.1.2.1 Market Trends
11.1.2.2 Market Forecast
11.2 Asia-Pacific
11.2.1 China
11.2.1.1 Market Trends
11.2.1.2 Market Forecast
11.2.2 Japan
11.2.2.1 Market Trends
11.2.2.2 Market Forecast
11.2.3 India
11.2.3.1 Market Trends
11.2.3.2 Market Forecast
11.2.4 South Korea
11.2.4.1 Market Trends
11.2.4.2 Market Forecast
11.2.5 Australia
11.2.5.1 Market Trends
11.2.5.2 Market Forecast
11.2.6 Indonesia
11.2.6.1 Market Trends
11.2.6.2 Market Forecast
11.2.7 Others
11.2.7.1 Market Trends
11.2.7.2 Market Forecast
11.3 Europe
11.3.1 Germany
11.3.1.1 Market Trends
11.3.1.2 Market Forecast
11.3.2 France
11.3.2.1 Market Trends
11.3.2.2 Market Forecast
11.3.3 United Kingdom
11.3.3.1 Market Trends
11.3.3.2 Market Forecast
11.3.4 Italy
11.3.4.1 Market Trends
11.3.4.2 Market Forecast
11.3.5 Spain
11.3.5.1 Market Trends
11.3.5.2 Market Forecast
11.3.6 Russia
11.3.6.1 Market Trends
11.3.6.2 Market Forecast
11.3.7 Others
11.3.7.1 Market Trends
11.3.7.2 Market Forecast
11.4 Latin America
11.4.1 Brazil
11.4.1.1 Market Trends
11.4.1.2 Market Forecast
11.4.2 Mexico
11.4.2.1 Market Trends
11.4.2.2 Market Forecast
11.4.3 Others
11.4.3.1 Market Trends
11.4.3.2 Market Forecast
11.5 Middle East and Africa
11.5.1 Market Trends
11.5.2 Market Breakup by Country
11.5.3 Market Forecast

12 SWOT Analysis

12.1 Overview
12.2 Strengths
12.3 Weaknesses
12.4 Opportunities
12.5 Threats

13 Value Chain Analysis

14 Porters Five Forces Analysis

14.1 Overview
14.2 Bargaining Power of Buyers
14.3 Bargaining Power of Suppliers
14.4 Degree of Competition
14.5 Threat of New Entrants
14.6 Threat of Substitutes

15 Price Analysis

16 Competitive Landscape

16.1 Market Structure
16.2 Key Players
16.3 Profiles of Key Players
16.3.1 Adobe Inc.
16.3.1.1 Company Overview
16.3.1.2 Product Portfolio
16.3.1.3 Financials
16.3.1.4 SWOT Analysis
16.3.2 Avaya Inc.
16.3.2.1 Company Overview
16.3.2.2 Product Portfolio
16.3.2.3 Financials
16.3.2.4 SWOT Analysis
16.3.3 Clarabridge (Qualtrics International)
16.3.3.1 Company Overview
16.3.3.2 Product Portfolio
16.3.4 International Business Machines Corporation
16.3.4.1 Company Overview
16.3.4.2 Product Portfolio
16.3.4.3 Financials
16.3.4.4 SWOT Analysis
16.3.5 Medallia Inc.
16.3.5.1 Company Overview
16.3.5.2 Product Portfolio
16.3.6 NICE Ltd.
16.3.6.1 Company Overview
16.3.6.2 Product Portfolio
16.3.6.3 Financials
16.3.6.4 SWOT Analysis
16.3.7 Oracle Corporation
16.3.7.1 Company Overview
16.3.7.2 Product Portfolio
16.3.7.3 Financials
16.3.7.4 SWOT Analysis
16.3.8 Salesforce.com Inc.
16.3.8.1 Company Overview
16.3.8.2 Product Portfolio
16.3.8.3 Financials
16.3.8.4 SWOT Analysis
16.3.9 SAP SE
16.3.9.1 Company Overview
16.3.9.2 Product Portfolio
16.3.9.3 Financials
16.3.9.4 SWOT Analysis
16.3.10 SAS Institute Inc.
16.3.10.1 Company Overview
16.3.10.2 Product Portfolio
16.3.10.3 SWOT Analysis
16.3.11 Tech Mahindra Limited
16.3.11.1 Company Overview
16.3.11.2 Product Portfolio
16.3.11.3 Financials
16.3.11.4 SWOT Analysis
16.3.12 Verint Systems Inc.
16.3.12.1 Company Overview
16.3.12.2 Product Portfolio
16.3.12.3 Financials
16.3.12.4 SWOT Analysis
16.3.13 Zendesk
16.3.13.1 Company Overview
16.3.13.2 Product Portfolio
16.3.13.3 Financials

List of Figures

Figure 1: Global: Customer Experience Management Software Market: Major Drivers and Challenges
Figure 2: Global: Customer Experience Management Software Market: Sales Value (in Million US$), 2017-2022
Figure 3: Global: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 4: Global: Customer Experience Management Software Market: Breakup by Component (in %), 2022
Figure 5: Global: Customer Experience Management Software Market: Breakup by Touchpoint (in %), 2022
Figure 6: Global: Customer Experience Management Software Market: Breakup by Deployment Mode (in %), 2022
Figure 7: Global: Customer Experience Management Software Market: Breakup by Organization Size (in %), 2022
Figure 8: Global: Customer Experience Management Software Market: Breakup by Industries (in %), 2022
Figure 9: Global: Customer Experience Management Software Market: Breakup by Region (in %), 2022
Figure 10: Global: Customer Experience Management Software (Solutions) Market: Sales Value (in Million US$), 2017 & 2022
Figure 11: Global: Customer Experience Management Software (Solutions) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 12: Global: Customer Experience Management Software (Services) Market: Sales Value (in Million US$), 2017 & 2022
Figure 13: Global: Customer Experience Management Software (Services) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 14: Global: Customer Experience Management Software (Stores/Branches) Market: Sales Value (in Million US$), 2017 & 2022
Figure 15: Global: Customer Experience Management Software (Stores/Branches) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 16: Global: Customer Experience Management Software (Call Centers) Market: Sales Value (in Million US$), 2017 & 2022
Figure 17: Global: Customer Experience Management Software (Call Centers) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 18: Global: Customer Experience Management Software (Social Media Platform) Market: Sales Value (in Million US$), 2017 & 2022
Figure 19: Global: Customer Experience Management Software (Social Media Platform) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 20: Global: Customer Experience Management Software (Email) Market: Sales Value (in Million US$), 2017 & 2022
Figure 21: Global: Customer Experience Management Software (Email) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 22: Global: Customer Experience Management Software (Mobile) Market: Sales Value (in Million US$), 2017 & 2022
Figure 23: Global: Customer Experience Management Software (Mobile) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 24: Global: Customer Experience Management Software (Web Services) Market: Sales Value (in Million US$), 2017 & 2022
Figure 25: Global: Customer Experience Management Software (Web Services) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 26: Global: Customer Experience Management Software (Other Touchpoints) Market: Sales Value (in Million US$), 2017 & 2022
Figure 27: Global: Customer Experience Management Software (Other Touchpoints) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 28: Global: Customer Experience Management Software (On-premises) Market: Sales Value (in Million US$), 2017 & 2022
Figure 29: Global: Customer Experience Management Software (On-premises) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 30: Global: Customer Experience Management Software (Cloud-based) Market: Sales Value (in Million US$), 2017 & 2022
Figure 31: Global: Customer Experience Management Software (Cloud-based) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 32: Global: Customer Experience Management Software (Large Enterprises) Market: Sales Value (in Million US$), 2017 & 2022
Figure 33: Global: Customer Experience Management Software (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 34: Global: Customer Experience Management Software (Small and Medium-sized Enterprises) Market: Sales Value (in Million US$), 2017 & 2022
Figure 35: Global: Customer Experience Management Software (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 36: Global: Customer Experience Management Software (Retail) Market: Sales Value (in Million US$), 2017 & 2022
Figure 37: Global: Customer Experience Management Software (Retail) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 38: Global: Customer Experience Management Software (BFSI) Market: Sales Value (in Million US$), 2017 & 2022
Figure 39: Global: Customer Experience Management Software (BFSI) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 40: Global: Customer Experience Management Software (IT and Telecommunication) Market: Sales Value (in Million US$), 2017 & 2022
Figure 41: Global: Customer Experience Management Software (IT and Telecommunication) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 42: Global: Customer Experience Management Software (Healthcare) Market: Sales Value (in Million US$), 2017 & 2022
Figure 43: Global: Customer Experience Management Software (Healthcare) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 44: Global: Customer Experience Management Software (Media and Entertainment) Market: Sales Value (in Million US$), 2017 & 2022
Figure 45: Global: Customer Experience Management Software (Media and Entertainment) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 46: Global: Customer Experience Management Software (Government Sector) Market: Sales Value (in Million US$), 2017 & 2022
Figure 47: Global: Customer Experience Management Software (Government Sector) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 48: Global: Customer Experience Management Software (Other End Use Industries) Market: Sales Value (in Million US$), 2017 & 2022
Figure 49: Global: Customer Experience Management Software (Other End Use Industries) Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 50: North America: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 51: North America: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 52: United States: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 53: United States: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 54: Canada: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 55: Canada: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 56: Asia-Pacific: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 57: Asia-Pacific: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 58: China: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 59: China: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 60: Japan: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 61: Japan: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 62: India: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 63: India: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 64: South Korea: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 65: South Korea: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 66: Australia: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 67: Australia: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 68: Indonesia: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 69: Indonesia: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 70: Others: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 71: Others: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 72: Europe: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 73: Europe: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 74: Germany: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 75: Germany: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 76: France: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 77: France: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 78: United Kingdom: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 79: United Kingdom: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 80: Italy: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 81: Italy: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 82: Spain: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 83: Spain: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 84: Russia: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 85: Russia: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 86: Others: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 87: Others: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 88: Latin America: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 89: Latin America: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 90: Brazil: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 91: Brazil: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 92: Mexico: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 93: Mexico: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 94: Others: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 95: Others: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 96: Middle East and Africa: Customer Experience Management Software Market: Sales Value (in Million US$), 2017 & 2022
Figure 97: Middle East and Africa: Customer Experience Management Software Market: Breakup by Country (in %), 2022
Figure 98: Middle East and Africa: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2023-2028
Figure 99: Global: Customer Experience Management Software Industry: SWOT Analysis
Figure 100: Global: Customer Experience Management Software Industry: Value Chain Analysis
Figure 101: Global: Customer Experience Management Software Industry: Porter's Five Forces Analysis

List of Tables

Table 1: Global: Customer Experience Management Software Market: Key Industry Highlights, 2022 and 2028
Table 2: Global: Customer Experience Management Software Market Forecast: Breakup by Component (in Million US$), 2023-2028
Table 3: Global: Customer Experience Management Software Market Forecast: Breakup by Touchpoint (in Million US$), 2023-2028
Table 4: Global: Customer Experience Management Software Market Forecast: Breakup by Deployment Mode (in Million US$), 2023-2028
Table 5: Global: Customer Experience Management Software Market Forecast: Breakup by Organization Size (in Million US$), 2023-2028
Table 6: Global: Customer Experience Management Software Market Forecast: Breakup by Industries (in Million US$), 2023-2028
Table 7: Global: Customer Experience Management Software Market Forecast: Breakup by Region (in Million US$), 2023-2028
Table 8: Global: Customer Experience Management Software Market: Competitive Structure
Table 9: Global: Customer Experience Management Software Market: Key Players

Companies Mentioned

Adobe Inc.
Avaya Inc.
Clarabridge (Qualtrics International)
International Business Machines Corporation
Medallia Inc.
NICE Ltd.
Oracle Corporation
Salesforce.com Inc.
SAP SE
SAS Institute Inc.
Tech Mahindra Limited
Verint Systems Inc.
Zendesk.

Methodology

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Table Information

Report Attribute	Details
No. of Pages	135
Published	June 2023
Forecast Period	2022 - 2028
Estimated Market Value ( USD ) in 2022	$ 11455.9 Million
Forecasted Market Value ( USD ) by 2028	$ 26762 Million
Compound Annual Growth Rate	15.2%
Regions Covered	Global
No. of Companies Mentioned	13

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