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Customer Experience Management (CEM) Market 2025-2029

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    Report

  • 208 Pages
  • March 2025
  • Region: Global
  • TechNavio
  • ID: 5853922
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The customer experience management (CEM) market is forecasted to grow by USD 17.10 billion during 2024-2029, accelerating at a CAGR of 15.7% during the forecast period. The report on the customer experience management (CEM) market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current market scenario, the latest trends and drivers, and the overall market environment. The market is driven by increasing focus on customer-centricity among organizations, growing digital transformation in retail and healthcare industries are increasing demand for cem solutions, and growing changes in consumer behavior.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market size data, segment with regional analysis and vendor landscape in addition to an analysis of the key companies. Reports have historic and forecast data.

The customer experience management (CEM) market is segmented as below:

By Component

  • Solution
  • Service

By Deployment

  • On-premises
  • Cloud

By End-user

  • BFSI
  • IT and telecom
  • Retail
  • Healthcare
  • Others

By Geographical Landscape

  • North America
  • Europe
  • APAC
  • South America
  • Middle East and Africa
This study identifies the technological advancements and innovative strategies as one of the prime reasons driving the customer experience management (CEM) market growth during the next few years. Also, growing artificial intelligence (AI) and machine learning (ML) integration into cem solutions and growing demand for cem solutions in the emerging markets will lead to sizable demand in the market.

The report on the customer experience management (CEM) market covers the following areas:

  • Customer Experience Management (CEM) Market sizing
  • Customer Experience Management (CEM) Market forecast
  • Customer Experience Management (CEM) Market industry analysis
A robust vendor analysis within the report is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading customer experience management (CEM) market vendors that include Adobe Inc., Avaya LLC, Freshworks Inc., Genesys Telecommunications Laboratories Inc., Ignite Enterprise Software Solutions Inc., International Business Machines Corp., Medallia Inc., Microsoft Corp., NICE Ltd., Nokia Corp., Open Text Corp., Oracle Corp., Qualtrics LLC, SAP SE, SAS Institute Inc., Service Management Group, Sprinklr Inc., Tech Mahindra Ltd., Verint Systems Inc., and Zendesk Inc. Also, the customer experience management (CEM) market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The report presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive primary and secondary research. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast accurate market growth.

Table of Contents

1 Executive Summary
1.1 Market overview
Executive Summary - Chart on Market Overview
Executive Summary - Data Table on Market Overview
Executive Summary - Chart on Global Market Characteristics
Executive Summary - Chart on Market By Geographical Landscape
Executive Summary - Chart on Market Segmentation by Component
Executive Summary - Chart on Market Segmentation by Deployment
Executive Summary - Chart on Market Segmentation by End-user
Executive Summary - Chart on Incremental Growth
Executive Summary - Data Table on Incremental Growth
Executive Summary - Chart on Company Market Positioning
2 Market Analysis
2.1 Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
2.2 Criticality of inputs and Factors of differentiation
Overview on criticality of inputs and factors of differentiation
2.3 Factors of disruption
Overview on factors of disruption
2.4 Impact of drivers and challenges
Impact of drivers and challenges in 2024 and 2029
3 Market Landscape
3.1 Market ecosystem
Parent Market
Data Table on - Parent Market
3.2 Market characteristics
Market characteristics analysis
3.3 Value chain analysis
Value chain analysis
4 Market Sizing
4.1 Market definition
Offerings of companies included in the market definition
4.2 Market segment analysis
Market segments
4.3 Market size 2024
4.4 Market outlook: Forecast for 2024-2029
Chart on Global - Market size and forecast 2024-2029 ($ million)
Data Table on Global - Market size and forecast 2024-2029 ($ million)
Chart on Global Market: Year-over-year growth 2024-2029 (%)
Data Table on Global Market: Year-over-year growth 2024-2029 (%)
5 Historic Market Size
5.1 Global Customer Experience Management (CEM) Market 2019 - 2023
Historic Market Size - Data Table on Global Customer Experience Management (CEM) Market 2019 - 2023 ($ million)
5.2 Component segment analysis 2019 - 2023
Historic Market Size - Component Segment 2019 - 2023 ($ million)
5.3 Deployment segment analysis 2019 - 2023
Historic Market Size - Deployment Segment 2019 - 2023 ($ million)
5.4 End-user segment analysis 2019 - 2023
Historic Market Size - End-user Segment 2019 - 2023 ($ million)
5.5 Geography segment analysis 2019 - 2023
Historic Market Size - Geography Segment 2019 - 2023 ($ million)
5.6 Country segment analysis 2019 - 2023
Historic Market Size - Country Segment 2019 - 2023 ($ million)
6 Qualitative Analysis
6.1 Impact of AI on Global Customer Experience Management (CEM) Market
7 Five Forces Analysis
7.1 Five forces summary
Five forces analysis - Comparison between 2024 and 2029
7.2 Bargaining power of buyers
Bargaining power of buyers - Impact of key factors 2024 and 2029
7.3 Bargaining power of suppliers
Bargaining power of suppliers - Impact of key factors in 2024 and 2029
7.4 Threat of new entrants
Threat of new entrants - Impact of key factors in 2024 and 2029
7.5 Threat of substitutes
Threat of substitutes - Impact of key factors in 2024 and 2029
7.6 Threat of rivalry
Threat of rivalry - Impact of key factors in 2024 and 2029
7.7 Market condition
Chart on Market condition - Five forces 2024 and 2029
8 Market Segmentation by Component
8.1 Market segments
Chart on Component - Market share 2024-2029 (%)
Data Table on Component - Market share 2024-2029 (%)
8.2 Comparison by Component
Chart on Comparison by Component
Data Table on Comparison by Component
8.3 Solution - Market size and forecast 2024-2029
Chart on Solution - Market size and forecast 2024-2029 ($ million)
Data Table on Solution - Market size and forecast 2024-2029 ($ million)
Chart on Solution - Year-over-year growth 2024-2029 (%)
Data Table on Solution - Year-over-year growth 2024-2029 (%)
8.4 Service - Market size and forecast 2024-2029
Chart on Service - Market size and forecast 2024-2029 ($ million)
Data Table on Service - Market size and forecast 2024-2029 ($ million)
Chart on Service - Year-over-year growth 2024-2029 (%)
Data Table on Service - Year-over-year growth 2024-2029 (%)
8.5 Market opportunity by Component
Market opportunity by Component ($ million)
Data Table on Market opportunity by Component ($ million)
9 Market Segmentation by Deployment
9.1 Market segments
Chart on Deployment - Market share 2024-2029 (%)
Data Table on Deployment - Market share 2024-2029 (%)
9.2 Comparison by Deployment
Chart on Comparison by Deployment
Data Table on Comparison by Deployment
9.3 On-premises - Market size and forecast 2024-2029
Chart on On-premises - Market size and forecast 2024-2029 ($ million)
Data Table on On-premises - Market size and forecast 2024-2029 ($ million)
Chart on On-premises - Year-over-year growth 2024-2029 (%)
Data Table on On-premises - Year-over-year growth 2024-2029 (%)
9.4 Cloud - Market size and forecast 2024-2029
Chart on Cloud - Market size and forecast 2024-2029 ($ million)
Data Table on Cloud - Market size and forecast 2024-2029 ($ million)
Chart on Cloud - Year-over-year growth 2024-2029 (%)
Data Table on Cloud - Year-over-year growth 2024-2029 (%)
9.5 Market opportunity by Deployment
Market opportunity by Deployment ($ million)
Data Table on Market opportunity by Deployment ($ million)
10 Market Segmentation by End-user
10.1 Market segments
Chart on End-user - Market share 2024-2029 (%)
Data Table on End-user - Market share 2024-2029 (%)
10.2 Comparison by End-user
Chart on Comparison by End-user
Data Table on Comparison by End-user
10.3 BFSI - Market size and forecast 2024-2029
Chart on BFSI - Market size and forecast 2024-2029 ($ million)
Data Table on BFSI - Market size and forecast 2024-2029 ($ million)
Chart on BFSI - Year-over-year growth 2024-2029 (%)
Data Table on BFSI - Year-over-year growth 2024-2029 (%)
10.4 IT and telecom - Market size and forecast 2024-2029
Chart on IT and telecom - Market size and forecast 2024-2029 ($ million)
Data Table on IT and telecom - Market size and forecast 2024-2029 ($ million)
Chart on IT and telecom - Year-over-year growth 2024-2029 (%)
Data Table on IT and telecom - Year-over-year growth 2024-2029 (%)
10.5 Retail - Market size and forecast 2024-2029
Chart on Retail - Market size and forecast 2024-2029 ($ million)
Data Table on Retail - Market size and forecast 2024-2029 ($ million)
Chart on Retail - Year-over-year growth 2024-2029 (%)
Data Table on Retail - Year-over-year growth 2024-2029 (%)
10.6 Healthcare - Market size and forecast 2024-2029
Chart on Healthcare - Market size and forecast 2024-2029 ($ million)
Data Table on Healthcare - Market size and forecast 2024-2029 ($ million)
Chart on Healthcare - Year-over-year growth 2024-2029 (%)
Data Table on Healthcare - Year-over-year growth 2024-2029 (%)
10.7 Others - Market size and forecast 2024-2029
Chart on Others - Market size and forecast 2024-2029 ($ million)
Data Table on Others - Market size and forecast 2024-2029 ($ million)
Chart on Others - Year-over-year growth 2024-2029 (%)
Data Table on Others - Year-over-year growth 2024-2029 (%)
10.8 Market opportunity by End-user
Market opportunity by End-user ($ million)
Data Table on Market opportunity by End-user ($ million)
11 Customer Landscape
11.1 Customer landscape overview
Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
12 Geographic Landscape
12.1 Geographic segmentation
Chart on Market share By Geographical Landscape 2024-2029 (%)
Data Table on Market share By Geographical Landscape 2024-2029 (%)
12.2 Geographic comparison
Chart on Geographic comparison
Data Table on Geographic comparison
12.3 North America - Market size and forecast 2024-2029
Chart on North America - Market size and forecast 2024-2029 ($ million)
Data Table on North America - Market size and forecast 2024-2029 ($ million)
Chart on North America - Year-over-year growth 2024-2029 (%)
Data Table on North America - Year-over-year growth 2024-2029 (%)
12.4 Europe - Market size and forecast 2024-2029
Chart on Europe - Market size and forecast 2024-2029 ($ million)
Data Table on Europe - Market size and forecast 2024-2029 ($ million)
Chart on Europe - Year-over-year growth 2024-2029 (%)
Data Table on Europe - Year-over-year growth 2024-2029 (%)
12.5 APAC - Market size and forecast 2024-2029
Chart on APAC - Market size and forecast 2024-2029 ($ million)
Data Table on APAC - Market size and forecast 2024-2029 ($ million)
Chart on APAC - Year-over-year growth 2024-2029 (%)
Data Table on APAC - Year-over-year growth 2024-2029 (%)
12.6 South America - Market size and forecast 2024-2029
Chart on South America - Market size and forecast 2024-2029 ($ million)
Data Table on South America - Market size and forecast 2024-2029 ($ million)
Chart on South America - Year-over-year growth 2024-2029 (%)
Data Table on South America - Year-over-year growth 2024-2029 (%)
12.7 Middle East and Africa - Market size and forecast 2024-2029
Chart on Middle East and Africa - Market size and forecast 2024-2029 ($ million)
Data Table on Middle East and Africa - Market size and forecast 2024-2029 ($ million)
Chart on Middle East and Africa - Year-over-year growth 2024-2029 (%)
Data Table on Middle East and Africa - Year-over-year growth 2024-2029 (%)
12.8 US - Market size and forecast 2024-2029
Chart on US - Market size and forecast 2024-2029 ($ million)
Data Table on US - Market size and forecast 2024-2029 ($ million)
Chart on US - Year-over-year growth 2024-2029 (%)
Data Table on US - Year-over-year growth 2024-2029 (%)
12.9 Canada - Market size and forecast 2024-2029
Chart on Canada - Market size and forecast 2024-2029 ($ million)
Data Table on Canada - Market size and forecast 2024-2029 ($ million)
Chart on Canada - Year-over-year growth 2024-2029 (%)
Data Table on Canada - Year-over-year growth 2024-2029 (%)
12.10 China - Market size and forecast 2024-2029
Chart on China - Market size and forecast 2024-2029 ($ million)
Data Table on China - Market size and forecast 2024-2029 ($ million)
Chart on China - Year-over-year growth 2024-2029 (%)
Data Table on China - Year-over-year growth 2024-2029 (%)
12.11 Germany - Market size and forecast 2024-2029
Chart on Germany - Market size and forecast 2024-2029 ($ million)
Data Table on Germany - Market size and forecast 2024-2029 ($ million)
Chart on Germany - Year-over-year growth 2024-2029 (%)
Data Table on Germany - Year-over-year growth 2024-2029 (%)
12.12 Mexico - Market size and forecast 2024-2029
Chart on Mexico - Market size and forecast 2024-2029 ($ million)
Data Table on Mexico - Market size and forecast 2024-2029 ($ million)
Chart on Mexico - Year-over-year growth 2024-2029 (%)
Data Table on Mexico - Year-over-year growth 2024-2029 (%)
12.13 UK - Market size and forecast 2024-2029
Chart on UK - Market size and forecast 2024-2029 ($ million)
Data Table on UK - Market size and forecast 2024-2029 ($ million)
Chart on UK - Year-over-year growth 2024-2029 (%)
Data Table on UK - Year-over-year growth 2024-2029 (%)
12.14 Brazil - Market size and forecast 2024-2029
Chart on Brazil - Market size and forecast 2024-2029 ($ million)
Data Table on Brazil - Market size and forecast 2024-2029 ($ million)
Chart on Brazil - Year-over-year growth 2024-2029 (%)
Data Table on Brazil - Year-over-year growth 2024-2029 (%)
12.15 Japan - Market size and forecast 2024-2029
Chart on Japan - Market size and forecast 2024-2029 ($ million)
Data Table on Japan - Market size and forecast 2024-2029 ($ million)
Chart on Japan - Year-over-year growth 2024-2029 (%)
Data Table on Japan - Year-over-year growth 2024-2029 (%)
12.16 India - Market size and forecast 2024-2029
Chart on India - Market size and forecast 2024-2029 ($ million)
Data Table on India - Market size and forecast 2024-2029 ($ million)
Chart on India - Year-over-year growth 2024-2029 (%)
Data Table on India - Year-over-year growth 2024-2029 (%)
12.17 France - Market size and forecast 2024-2029
Chart on France - Market size and forecast 2024-2029 ($ million)
Data Table on France - Market size and forecast 2024-2029 ($ million)
Chart on France - Year-over-year growth 2024-2029 (%)
Data Table on France - Year-over-year growth 2024-2029 (%)
12.18 Market opportunity By Geographical Landscape
Market opportunity By Geographical Landscape ($ million)
Data Tables on Market opportunity By Geographical Landscape ($ million)
13 Drivers, Challenges, and Opportunity/Restraints
13.1 Market drivers
13.2 Market challenges
13.3 Impact of drivers and challenges
Impact of drivers and challenges in 2024 and 2029
13.4 Market opportunities/restraints
14 Competitive Landscape
14.1 Overview
14.2 Competitive Landscape
Overview on criticality of inputs and factors of differentiation
14.3 Landscape disruption
Overview on factors of disruption
14.4 Industry risks
Impact of key risks on business
15 Competitive Analysis
15.1 Companies profiled
Companies covered
15.2 Company ranking index
Company ranking index
15.3 Market positioning of companies
Matrix on companies position and classification
15.4 Adobe Inc.
Adobe Inc. - Overview
Adobe Inc. - Business segments
Adobe Inc. - Key news
Adobe Inc. - Key offerings
Adobe Inc. - Segment focus
SWOT
15.5 Avaya LLC
Avaya LLC - Overview
Avaya LLC - Product / Service
Avaya LLC - Key news
Avaya LLC - Key offerings
SWOT
15.6 Freshworks Inc.
Freshworks Inc. - Overview
Freshworks Inc. - Product / Service
Freshworks Inc. - Key offerings
SWOT
15.7 Genesys Telecommunications Laboratories Inc.
Genesys Telecommunications Laboratories Inc. - Overview
Genesys Telecommunications Laboratories Inc. - Product / Service
Genesys Telecommunications Laboratories Inc. - Key offerings
SWOT
15.8 International Business Machines Corp.
International Business Machines Corp. - Overview
International Business Machines Corp. - Business segments
International Business Machines Corp. - Key news
International Business Machines Corp. - Key offerings
International Business Machines Corp. - Segment focus
SWOT
15.9 Medallia Inc.
Medallia Inc. - Overview
Medallia Inc. - Product / Service
Medallia Inc. - Key offerings
SWOT
15.10 Open Text Corp.
Open Text Corp. - Overview
Open Text Corp. - Business segments
Open Text Corp. - Key news
Open Text Corp. - Key offerings
Open Text Corp. - Segment focus
SWOT
15.11 Oracle Corp.
Oracle Corp. - Overview
Oracle Corp. - Business segments
Oracle Corp. - Key news
Oracle Corp. - Key offerings
Oracle Corp. - Segment focus
SWOT
15.12 Qualtrics LLC
Qualtrics LLC - Overview
Qualtrics LLC - Product / Service
Qualtrics LLC - Key offerings
SWOT
15.13 SAP SE
SAP SE - Overview
SAP SE - Business segments
SAP SE - Key news
SAP SE - Key offerings
SAP SE - Segment focus
SWOT
15.14 SAS Institute Inc.
SAS Institute Inc. - Overview
SAS Institute Inc. - Product / Service
SAS Institute Inc. - Key news
SAS Institute Inc. - Key offerings
SWOT
15.15 Service Management Group
Service Management Group - Overview
Service Management Group - Product / Service
Service Management Group - Key offerings
SWOT
15.16 Tech Mahindra Ltd.
Tech Mahindra Ltd. - Overview
Tech Mahindra Ltd. - Business segments
Tech Mahindra Ltd. - Key news
Tech Mahindra Ltd. - Key offerings
Tech Mahindra Ltd. - Segment focus
SWOT
15.17 Verint Systems Inc.
Verint Systems Inc. - Overview
Verint Systems Inc. - Product / Service
Verint Systems Inc. - Key offerings
SWOT
15.18 Zendesk Inc.
Zendesk Inc. - Overview
Zendesk Inc. - Product / Service
Zendesk Inc. - Key offerings
SWOT
16 Appendix
16.1 Scope of the report
16.2 Inclusions and exclusions checklist
Inclusions checklist
Exclusions checklist
16.3 Currency conversion rates for US$
Currency conversion rates for US$
16.4 Research methodology
Research methodology
16.5 Data procurement
Information sources
16.6 Data validation
Data validation
16.7 Validation techniques employed for market sizing
Validation techniques employed for market sizing
16.8 Data synthesis
Data synthesis
16.9 360 degree market analysis
360 degree market analysis
16.10 List of abbreviations
List of abbreviations
List of Exhibits
Exhibits 1: Executive Summary - Chart on Market Overview
Exhibits 2: Executive Summary - Data Table on Market Overview
Exhibits 3: Executive Summary - Chart on Global Market Characteristics
Exhibits 4: Executive Summary - Chart on Market By Geographical Landscape
Exhibits 5: Executive Summary - Chart on Market Segmentation by Component
Exhibits 6: Executive Summary - Chart on Market Segmentation by Deployment
Exhibits 7: Executive Summary - Chart on Market Segmentation by End-user
Exhibits 8: Executive Summary - Chart on Incremental Growth
Exhibits 9: Executive Summary - Data Table on Incremental Growth
Exhibits 10: Executive Summary - Chart on Company Market Positioning
Exhibits 11: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
Exhibits 12: Overview on criticality of inputs and factors of differentiation
Exhibits 13: Overview on factors of disruption
Exhibits 14: Impact of drivers and challenges in 2024 and 2029
Exhibits 15: Parent Market
Exhibits 16: Data Table on - Parent Market
Exhibits 17: Market characteristics analysis
Exhibits 18: Value chain analysis
Exhibits 19: Offerings of companies included in the market definition
Exhibits 20: Market segments
Exhibits 21: Chart on Global - Market size and forecast 2024-2029 ($ million)
Exhibits 22: Data Table on Global - Market size and forecast 2024-2029 ($ million)
Exhibits 23: Chart on Global Market: Year-over-year growth 2024-2029 (%)
Exhibits 24: Data Table on Global Market: Year-over-year growth 2024-2029 (%)
Exhibits 25: Historic Market Size - Data Table on Global Customer Experience Management (CEM) Market 2019 - 2023 ($ million)
Exhibits 26: Historic Market Size - Component Segment 2019 - 2023 ($ million)
Exhibits 27: Historic Market Size - Deployment Segment 2019 - 2023 ($ million)
Exhibits 28: Historic Market Size - End-user Segment 2019 - 2023 ($ million)
Exhibits 29: Historic Market Size - Geography Segment 2019 - 2023 ($ million)
Exhibits 30: Historic Market Size - Country Segment 2019 - 2023 ($ million)
Exhibits 31: Five forces analysis - Comparison between 2024 and 2029
Exhibits 32: Bargaining power of buyers - Impact of key factors 2024 and 2029
Exhibits 33: Bargaining power of suppliers - Impact of key factors in 2024 and 2029
Exhibits 34: Threat of new entrants - Impact of key factors in 2024 and 2029
Exhibits 35: Threat of substitutes - Impact of key factors in 2024 and 2029
Exhibits 36: Threat of rivalry - Impact of key factors in 2024 and 2029
Exhibits 37: Chart on Market condition - Five forces 2024 and 2029
Exhibits 38: Chart on Component - Market share 2024-2029 (%)
Exhibits 39: Data Table on Component - Market share 2024-2029 (%)
Exhibits 40: Chart on Comparison by Component
Exhibits 41: Data Table on Comparison by Component
Exhibits 42: Chart on Solution - Market size and forecast 2024-2029 ($ million)
Exhibits 43: Data Table on Solution - Market size and forecast 2024-2029 ($ million)
Exhibits 44: Chart on Solution - Year-over-year growth 2024-2029 (%)
Exhibits 45: Data Table on Solution - Year-over-year growth 2024-2029 (%)
Exhibits 46: Chart on Service - Market size and forecast 2024-2029 ($ million)
Exhibits 47: Data Table on Service - Market size and forecast 2024-2029 ($ million)
Exhibits 48: Chart on Service - Year-over-year growth 2024-2029 (%)
Exhibits 49: Data Table on Service - Year-over-year growth 2024-2029 (%)
Exhibits 50: Market opportunity by Component ($ million)
Exhibits 51: Data Table on Market opportunity by Component ($ million)
Exhibits 52: Chart on Deployment - Market share 2024-2029 (%)
Exhibits 53: Data Table on Deployment - Market share 2024-2029 (%)
Exhibits 54: Chart on Comparison by Deployment
Exhibits 55: Data Table on Comparison by Deployment
Exhibits 56: Chart on On-premises - Market size and forecast 2024-2029 ($ million)
Exhibits 57: Data Table on On-premises - Market size and forecast 2024-2029 ($ million)
Exhibits 58: Chart on On-premises - Year-over-year growth 2024-2029 (%)
Exhibits 59: Data Table on On-premises - Year-over-year growth 2024-2029 (%)
Exhibits 60: Chart on Cloud - Market size and forecast 2024-2029 ($ million)
Exhibits 61: Data Table on Cloud - Market size and forecast 2024-2029 ($ million)
Exhibits 62: Chart on Cloud - Year-over-year growth 2024-2029 (%)
Exhibits 63: Data Table on Cloud - Year-over-year growth 2024-2029 (%)
Exhibits 64: Market opportunity by Deployment ($ million)
Exhibits 65: Data Table on Market opportunity by Deployment ($ million)
Exhibits 66: Chart on End-user - Market share 2024-2029 (%)
Exhibits 67: Data Table on End-user - Market share 2024-2029 (%)
Exhibits 68: Chart on Comparison by End-user
Exhibits 69: Data Table on Comparison by End-user
Exhibits 70: Chart on BFSI - Market size and forecast 2024-2029 ($ million)
Exhibits 71: Data Table on BFSI - Market size and forecast 2024-2029 ($ million)
Exhibits 72: Chart on BFSI - Year-over-year growth 2024-2029 (%)
Exhibits 73: Data Table on BFSI - Year-over-year growth 2024-2029 (%)
Exhibits 74: Chart on IT and telecom - Market size and forecast 2024-2029 ($ million)
Exhibits 75: Data Table on IT and telecom - Market size and forecast 2024-2029 ($ million)
Exhibits 76: Chart on IT and telecom - Year-over-year growth 2024-2029 (%)
Exhibits 77: Data Table on IT and telecom - Year-over-year growth 2024-2029 (%)
Exhibits 78: Chart on Retail - Market size and forecast 2024-2029 ($ million)
Exhibits 79: Data Table on Retail - Market size and forecast 2024-2029 ($ million)
Exhibits 80: Chart on Retail - Year-over-year growth 2024-2029 (%)
Exhibits 81: Data Table on Retail - Year-over-year growth 2024-2029 (%)
Exhibits 82: Chart on Healthcare - Market size and forecast 2024-2029 ($ million)
Exhibits 83: Data Table on Healthcare - Market size and forecast 2024-2029 ($ million)
Exhibits 84: Chart on Healthcare - Year-over-year growth 2024-2029 (%)
Exhibits 85: Data Table on Healthcare - Year-over-year growth 2024-2029 (%)
Exhibits 86: Chart on Others - Market size and forecast 2024-2029 ($ million)
Exhibits 87: Data Table on Others - Market size and forecast 2024-2029 ($ million)
Exhibits 88: Chart on Others - Year-over-year growth 2024-2029 (%)
Exhibits 89: Data Table on Others - Year-over-year growth 2024-2029 (%)
Exhibits 90: Market opportunity by End-user ($ million)
Exhibits 91: Data Table on Market opportunity by End-user ($ million)
Exhibits 92: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
Exhibits 93: Chart on Market share By Geographical Landscape 2024-2029 (%)
Exhibits 94: Data Table on Market share By Geographical Landscape 2024-2029 (%)
Exhibits 95: Chart on Geographic comparison
Exhibits 96: Data Table on Geographic comparison
Exhibits 97: Chart on North America - Market size and forecast 2024-2029 ($ million)
Exhibits 98: Data Table on North America - Market size and forecast 2024-2029 ($ million)
Exhibits 99: Chart on North America - Year-over-year growth 2024-2029 (%)
Exhibits 100: Data Table on North America - Year-over-year growth 2024-2029 (%)
Exhibits 101: Chart on Europe - Market size and forecast 2024-2029 ($ million)
Exhibits 102: Data Table on Europe - Market size and forecast 2024-2029 ($ million)
Exhibits 103: Chart on Europe - Year-over-year growth 2024-2029 (%)
Exhibits 104: Data Table on Europe - Year-over-year growth 2024-2029 (%)
Exhibits 105: Chart on APAC - Market size and forecast 2024-2029 ($ million)
Exhibits 106: Data Table on APAC - Market size and forecast 2024-2029 ($ million)
Exhibits 107: Chart on APAC - Year-over-year growth 2024-2029 (%)
Exhibits 108: Data Table on APAC - Year-over-year growth 2024-2029 (%)
Exhibits 109: Chart on South America - Market size and forecast 2024-2029 ($ million)
Exhibits 110: Data Table on South America - Market size and forecast 2024-2029 ($ million)
Exhibits 111: Chart on South America - Year-over-year growth 2024-2029 (%)
Exhibits 112: Data Table on South America - Year-over-year growth 2024-2029 (%)
Exhibits 113: Chart on Middle East and Africa - Market size and forecast 2024-2029 ($ million)
Exhibits 114: Data Table on Middle East and Africa - Market size and forecast 2024-2029 ($ million)
Exhibits 115: Chart on Middle East and Africa - Year-over-year growth 2024-2029 (%)
Exhibits 116: Data Table on Middle East and Africa - Year-over-year growth 2024-2029 (%)
Exhibits 117: Chart on US - Market size and forecast 2024-2029 ($ million)
Exhibits 118: Data Table on US - Market size and forecast 2024-2029 ($ million)
Exhibits 119: Chart on US - Year-over-year growth 2024-2029 (%)
Exhibits 120: Data Table on US - Year-over-year growth 2024-2029 (%)
Exhibits 121: Chart on Canada - Market size and forecast 2024-2029 ($ million)
Exhibits 122: Data Table on Canada - Market size and forecast 2024-2029 ($ million)
Exhibits 123: Chart on Canada - Year-over-year growth 2024-2029 (%)
Exhibits 124: Data Table on Canada - Year-over-year growth 2024-2029 (%)
Exhibits 125: Chart on China - Market size and forecast 2024-2029 ($ million)
Exhibits 126: Data Table on China - Market size and forecast 2024-2029 ($ million)
Exhibits 127: Chart on China - Year-over-year growth 2024-2029 (%)
Exhibits 128: Data Table on China - Year-over-year growth 2024-2029 (%)
Exhibits 129: Chart on Germany - Market size and forecast 2024-2029 ($ million)
Exhibits 130: Data Table on Germany - Market size and forecast 2024-2029 ($ million)
Exhibits 131: Chart on Germany - Year-over-year growth 2024-2029 (%)
Exhibits 132: Data Table on Germany - Year-over-year growth 2024-2029 (%)
Exhibits 133: Chart on Mexico - Market size and forecast 2024-2029 ($ million)
Exhibits 134: Data Table on Mexico - Market size and forecast 2024-2029 ($ million)
Exhibits 135: Chart on Mexico - Year-over-year growth 2024-2029 (%)
Exhibits 136: Data Table on Mexico - Year-over-year growth 2024-2029 (%)
Exhibits 137: Chart on UK - Market size and forecast 2024-2029 ($ million)
Exhibits 138: Data Table on UK - Market size and forecast 2024-2029 ($ million)
Exhibits 139: Chart on UK - Year-over-year growth 2024-2029 (%)
Exhibits 140: Data Table on UK - Year-over-year growth 2024-2029 (%)
Exhibits 141: Chart on Brazil - Market size and forecast 2024-2029 ($ million)
Exhibits 142: Data Table on Brazil - Market size and forecast 2024-2029 ($ million)
Exhibits 143: Chart on Brazil - Year-over-year growth 2024-2029 (%)
Exhibits 144: Data Table on Brazil - Year-over-year growth 2024-2029 (%)
Exhibits 145: Chart on Japan - Market size and forecast 2024-2029 ($ million)
Exhibits 146: Data Table on Japan - Market size and forecast 2024-2029 ($ million)
Exhibits 147: Chart on Japan - Year-over-year growth 2024-2029 (%)
Exhibits 148: Data Table on Japan - Year-over-year growth 2024-2029 (%)
Exhibits 149: Chart on India - Market size and forecast 2024-2029 ($ million)
Exhibits 150: Data Table on India - Market size and forecast 2024-2029 ($ million)
Exhibits 151: Chart on India - Year-over-year growth 2024-2029 (%)
Exhibits 152: Data Table on India - Year-over-year growth 2024-2029 (%)
Exhibits 153: Chart on France - Market size and forecast 2024-2029 ($ million)
Exhibits 154: Data Table on France - Market size and forecast 2024-2029 ($ million)
Exhibits 155: Chart on France - Year-over-year growth 2024-2029 (%)
Exhibits 156: Data Table on France - Year-over-year growth 2024-2029 (%)
Exhibits 157: Market opportunity By Geographical Landscape ($ million)
Exhibits 158: Data Tables on Market opportunity By Geographical Landscape ($ million)
Exhibits 159: Impact of drivers and challenges in 2024 and 2029
Exhibits 160: Overview on criticality of inputs and factors of differentiation
Exhibits 161: Overview on factors of disruption
Exhibits 162: Impact of key risks on business
Exhibits 163: Companies covered
Exhibits 164: Company ranking index
Exhibits 165: Matrix on companies position and classification
Exhibits 166: Adobe Inc. - Overview
Exhibits 167: Adobe Inc. - Business segments
Exhibits 168: Adobe Inc. - Key news
Exhibits 169: Adobe Inc. - Key offerings
Exhibits 170: Adobe Inc. - Segment focus
Exhibits 171: SWOT
Exhibits 172: Avaya LLC - Overview
Exhibits 173: Avaya LLC - Product / Service
Exhibits 174: Avaya LLC - Key news
Exhibits 175: Avaya LLC - Key offerings
Exhibits 176: SWOT
Exhibits 177: Freshworks Inc. - Overview
Exhibits 178: Freshworks Inc. - Product / Service
Exhibits 179: Freshworks Inc. - Key offerings
Exhibits 180: SWOT
Exhibits 181: Genesys Telecommunications Laboratories Inc. - Overview
Exhibits 182: Genesys Telecommunications Laboratories Inc. - Product / Service
Exhibits 183: Genesys Telecommunications Laboratories Inc. - Key offerings
Exhibits 184: SWOT
Exhibits 185: International Business Machines Corp. - Overview
Exhibits 186: International Business Machines Corp. - Business segments
Exhibits 187: International Business Machines Corp. - Key news
Exhibits 188: International Business Machines Corp. - Key offerings
Exhibits 189: International Business Machines Corp. - Segment focus
Exhibits 190: SWOT
Exhibits 191: Medallia Inc. - Overview
Exhibits 192: Medallia Inc. - Product / Service
Exhibits 193: Medallia Inc. - Key offerings
Exhibits 194: SWOT
Exhibits 195: Open Text Corp. - Overview
Exhibits 196: Open Text Corp. - Business segments
Exhibits 197: Open Text Corp. - Key news
Exhibits 198: Open Text Corp. - Key offerings
Exhibits 199: Open Text Corp. - Segment focus
Exhibits 200: SWOT
Exhibits 201: Oracle Corp. - Overview
Exhibits 202: Oracle Corp. - Business segments
Exhibits 203: Oracle Corp. - Key news
Exhibits 204: Oracle Corp. - Key offerings
Exhibits 205: Oracle Corp. - Segment focus
Exhibits 206: SWOT
Exhibits 207: Qualtrics LLC - Overview

Executive Summary

The following companies are recognized as the key players in the global customer experience management (CEM) market: Adobe Inc., Avaya LLC, Freshworks Inc., Genesys Telecommunications Laboratories Inc., Ignite Enterprise Software Solutions Inc., International Business Machines Corp., Medallia Inc., Microsoft Corp., NICE Ltd., Nokia Corp., Open Text Corp., Oracle Corp., Qualtrics LLC, SAP SE, SAS Institute Inc., Service Management Group, Sprinklr Inc., Tech Mahindra Ltd., Verint Systems Inc., and Zendesk Inc..

Commenting on the report, an analyst from the research team said: "The latest trend gaining momentum in the market is technological advancements and innovative strategies."

According to the report, one of the major drivers for this market is the increasing focus on customer-centricity among organizations.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market and vendor landscape in addition to a SWOT analysis of the key vendors.

Companies Mentioned (Partial List)

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

  • Adobe Inc.
  • Avaya LLC
  • Freshworks Inc.
  • Genesys Telecommunications Laboratories Inc.
  • Ignite Enterprise Software Solutions Inc.
  • International Business Machines Corp.
  • Medallia Inc.
  • Microsoft Corp.
  • NICE Ltd.
  • Nokia Corp.
  • Open Text Corp.
  • Oracle Corp.
  • Qualtrics LLC
  • SAP SE
  • SAS Institute Inc.
  • Service Management Group
  • Sprinklr Inc.
  • Tech Mahindra Ltd.
  • Verint Systems Inc.
  • Zendesk Inc.

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