Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) Market Outlook 2025-2034: Market Share, and Growth Analysis

The Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) Market is valued at USD 7 billion in 2025 and is projected to grow at a CAGR of 12.1% to reach USD 19.5 billion by 2034.

The Service Quality Management (SQM) and Telco Customer Experience Management (CEM) market is rapidly evolving as telecommunications providers focus on delivering consistent, high-quality services in an increasingly competitive and digitally-driven landscape. SQM involves monitoring, measuring, and improving service performance across voice, data, and digital channels, while CEM focuses on understanding and enhancing the end-to-end customer journey. These tools are critical for ensuring network reliability, proactive fault detection, and personalized customer interactions. With growing customer expectations and rising demand for seamless connectivity, telecom operators are investing in real-time analytics, AI-powered automation, and integrated platforms to improve responsiveness and retain users. SQM and CEM have become vital for reducing churn, increasing ARPU (Average Revenue Per User), and enabling competitive differentiation through superior service delivery. As 5G adoption expands and digital engagement accelerates, telcos are reimagining the customer experience as a core business strategy, supported by robust SQM and CEM frameworks.

The SQM and CEM market saw significant advancements, particularly with the integration of AI, machine learning, and advanced analytics for real-time service monitoring and issue resolution. Telecom operators deployed dynamic dashboards and predictive analytics to detect service degradation before customer complaints arose. CEM platforms began leveraging customer sentiment analysis from social media, chat, and call center data to personalize engagement and troubleshoot issues more proactively. With 5G rollouts gaining momentum, SQM solutions were upgraded to monitor latency-sensitive applications like IoT, autonomous systems, and AR/VR services. Cloud-native deployment of SQM and CEM tools increased due to their scalability and integration with OSS/BSS systems. Telecoms also embraced customer journey mapping to understand pain points and enhance loyalty programs. Additionally, regulatory requirements around customer data privacy and service transparency encouraged telcos to adopt compliance-ready CEM tools that track consent, performance benchmarks, and SLA adherence.

The SQM and Telco CEM market will be shaped by increased automation, deeper AI integration, and real-time network intelligence. Telcos will expand use of self-healing networks powered by AI that autonomously identify and fix issues to prevent service disruptions. Edge analytics and zero-touch service operations will enable ultra-low-latency user experiences, critical for 5G and future 6G use cases. Customer experience platforms will evolve into predictive engagement hubs, capable of understanding intent and providing hyper-personalized offers and support. Integration with digital twin technology will allow telcos to simulate service scenarios and optimize performance in real-time. Furthermore, CEM will extend beyond customer care to encompass every digital touchpoint, from onboarding to billing. The competitive landscape will be increasingly defined by how well telecom providers leverage SQM and CEM tools to create meaningful, measurable, and consistent experiences across their entire network ecosystem.

Key Insights: Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) Market
- Integration of AI and predictive analytics in SQM tools is enabling telcos to identify service issues proactively and improve resolution times before user impact occurs.
- Customer sentiment analysis across digital channels is becoming a standard feature in CEM platforms to enhance engagement and reduce churn.
- Cloud-native SQM and CEM deployments are rising, driven by the need for scalability, flexibility, and seamless integration with OSS/BSS systems.
- Service journey mapping and contextual user profiling are helping telcos deliver personalized experiences and better understand friction points.
- Edge-based analytics and automation are supporting ultra-low-latency applications critical for 5G services such as autonomous vehicles and AR/VR.
- Rapid expansion of 5G networks and latency-sensitive applications is increasing the need for real-time service quality monitoring and automated performance management.
- Rising customer expectations for seamless, personalized, and proactive telecom experiences are driving investment in advanced CEM platforms.
- Competitive telecom markets and increasing churn risk are pushing operators to differentiate through superior service quality and customer experience.
- Regulatory requirements around service transparency, data privacy, and SLA compliance are accelerating the adoption of auditable, standards-compliant SQM and CEM solutions.
- Integrating diverse legacy systems, data sources, and customer interaction channels into a unified SQM and CEM framework remains a major hurdle, limiting real-time insights and consistent experience delivery across digital and network touchpoints.
Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) Market Segmentation
By Product Type
- Enterprise Feedback Management (EFM)
- Text Analytics
- Speech Analytics
- Web Analytics
By Support System
- Internet Service Providers (ISP)
- Managed Service Providers (MSP)
- Telecom Service Providers (TSP)

By Channel
- Company website
- Web
- Call Mobile
- Centre
- Branch
- Social Media
By End Users
- Small and Medium Businesses
- Enterprises
Key Companies Analysed
- Huawei Technologies Co. Ltd.
- Accenture PLC
- The International Business Machines Corporation
- Cisco Systems Inc.
- Oracle Corporation
- SAP SE
- The Hewlett Packard Enterprise Company
- Nokia Corporation
- Telefonaktiebolaget LM Ericsson
- NEC Corporation
- Capgemini SE
- Adobe Inc.
- Tech Mahindra Ltd.
- Amdocs Limited
- Ciena Corporation
- SAS Institute
- Genesys Cloud Services Inc.
- CSG International
- Verint Systems
- Calix Inc.
- Medallia Inc.
- Spirent Communications PLC
- Comarch SA
- InfoVista SAS
- Comviva
- Radisys Corporation
- Aria Systems Inc.
Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) Market Analytics
The report employs rigorous tools, including Porter’s Five Forces, value chain mapping, and scenario-based modeling, to assess supply-demand dynamics. Cross-sector influences from parent, derived, and substitute markets are evaluated to identify risks and opportunities. Trade and pricing analytics provide an up-to-date view of international flows, including leading exporters, importers, and regional price trends.

Macroeconomic indicators, policy frameworks such as carbon pricing and energy security strategies, and evolving consumer behavior are considered in forecasting scenarios. Recent deal flows, partnerships, and technology innovations are incorporated to assess their impact on future market performance.

Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) Market Competitive Intelligence
The competitive landscape is mapped through proprietary frameworks, profiling leading companies with details on business models, product portfolios, financial performance, and strategic initiatives. Key developments such as mergers & acquisitions, technology collaborations, investment inflows, and regional expansions are analyzed for their competitive impact. The report also identifies emerging players and innovative startups contributing to market disruption.

Regional insights highlight the most promising investment destinations, regulatory landscapes, and evolving partnerships across energy and industrial corridors.

Countries Covered
- North America - Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) market data and outlook to 2034
- United States
- Canada
- Mexico

- Europe - Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) market data and outlook to 2034
- Germany
- United Kingdom
- France
- Italy
- Spain
- BeNeLux
- Russia
- Sweden

- Asia-Pacific - Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) market data and outlook to 2034
- China
- Japan
- India
- South Korea
- Australia
- Indonesia
- Malaysia
- Vietnam

- Middle East and Africa - Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) market data and outlook to 2034
- Saudi Arabia
- South Africa
- Iran
- UAE
- Egypt

- South and Central America - Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) market data and outlook to 2034
- Brazil
- Argentina
- Chile
- Peru

Research Methodology
This study combines primary inputs from industry experts across the Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) value chain with secondary data from associations, government publications, trade databases, and company disclosures. Proprietary modeling techniques, including data triangulation, statistical correlation, and scenario planning, are applied to deliver reliable market sizing and forecasting.

Key Questions Addressed
- What is the current and forecast market size of the Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) industry at global, regional, and country levels?
- Which types, applications, and technologies present the highest growth potential?
- How are supply chains adapting to geopolitical and economic shocks?
- What role do policy frameworks, trade flows, and sustainability targets play in shaping demand?
- Who are the leading players, and how are their strategies evolving in the face of global uncertainty?
- Which regional “hotspots” and customer segments will outpace the market, and what go-to-market and partnership models best support entry and expansion?
- Where are the most investable opportunities - across technology roadmaps, sustainability-linked innovation, and M&A - and what is the best segment to invest over the next 3-5 years?
Your Key Takeaways from the Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) Market Report
- Global Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) market size and growth projections (CAGR), 2024-2034
- Impact of Russia-Ukraine, Israel-Palestine, and Hamas conflicts on Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) trade, costs, and supply chains
- Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) market size, share, and outlook across 5 regions and 27 countries, 2023-2034
- Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) market size, CAGR, and market share of key products, applications, and end-user verticals, 2023-2034
- Short- and long-term Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) market trends, drivers, restraints, and opportunities
- Porter’s Five Forces analysis, technological developments, and Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) supply chain analysis
- Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) trade analysis, Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) market price analysis, and Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) supply/demand dynamics
- Profiles of 5 leading companies - overview, key strategies, financials, and products
- Latest Service Quality Management (Sqm) and Telco Customer Experience Management (Cem) market news and developments
Additional Support
With the purchase of this report, you will receive:
- An updated PDF report and an MS Excel data workbook containing all market tables and figures for easy analysis.
- 7-day post-sale analyst support for clarifications and in-scope supplementary data, ensuring the deliverable aligns precisely with your requirements.
- Complimentary report update to incorporate the latest available data and the impact of recent market developments.

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