According to the research report, the global customer experience management market size is expected to touch USD 50.69 Billion by 2032, from USD 11.7 Billion in 2022, growing with a significant CAGR of 15.79% from 2023 to 2032.
The customer experience management report offers a comprehensive study of the current state expected at the major drivers, market strategies, and key vendors’ growth. The report presents energetic visions to conclude and study the market size, market hopes, and competitive surroundings. The research also focuses on the important achievements of the market, research & development, and regional growth of the leading competitors operating in the market. The current trends of the global customer experience management in conjunction with the geographical landscape of this vertical have also been included in this report.
The report offers intricate dynamics about different aspects of the global customer experience management market, which aids companies operating in the market in making strategic development decisions. The study also elaborates on significant changes that are highly anticipated to configure growth of the global customer experience management during the forecast period. It also includes a key indicator assessment that highlights growth prospects of this market and estimates statistics related to growth of the market in terms of value (US$ Mn) and volume (tons).
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Report Scope of the Customer Experience Management Market:
| Report Coverage | Details |
| Market Size in 2023 | USD 13.55 Billion |
| Market Size by 2032 | USD 50.69 Billion |
| Growth Rate from 2023 to 2032 | CAGR of 15.79% |
| Largest Market | North America |
| Fastest Growing Market | Asia Pacific |
| Base Year | 2022 |
| Forecast Period | 2023 to 2032 |
| Segments Covered | By Deployment, By Touch Point Type, By Analytical Tool, and By End-Use |
| Regions Covered | North America, Europe, Asia-Pacific, Latin America and Middle East & Africa |
This study covers a detailed segmentation of the global customer experience management market, along with key information and a competition outlook. The report mentions company profiles of players that are currently dominating the global customer experience management market, wherein various developments, expansions, and winning strategies practiced and implemented by leading players have been presented in detail.
Key Players
- Adobe
- Fresh works Inc
- SAP SE
- SAS Institute Inc.
- Serive Management Group
- Tech Mahindra Limited
- Verint
- Clarabridge
- GeneSys
- Zendesk
- International Business Machine Corporation
Market Segmentation
By Deployment
- Cloud
- On-premise
By Touch Point Type
- Store
- Call centers
- Social media platforms
- Mobile
- Web services
- Others
By Analytical Tool
- EFM software
- Speech analytics
- Text analytics
- Web analytics
- Others
By End-Use
- Construction/Real estate
- IT & Telecom
- BFSI
- Healthcare
- Manufacturing
- Service business
- Government
- Retail
- Others
By Geography
- North America
- Europe
- Asia-Pacific
- Latin America
- The Middle East and Africa
Research Methodology
The research methodology adopted by analysts for compiling the global customer experience management report is based on detailed primary as well as secondary research. With the help of in-depth insights of the market-affiliated information that is obtained and legitimated by market-admissible resources, analysts have offered riveting observations and authentic forecasts for the global market.
During the primary research phase, analysts interviewed market stakeholders, investors, brand managers, vice presidents, and sales and marketing managers. Based on data obtained through interviews of genuine resources, analysts have emphasized the changing scenario of the global market.
For secondary research, analysts scrutinized numerous annual report publications, white papers, market association publications, and company websites to obtain the necessary understanding of the global customer experience management market.
TABLE OF CONTENT
Chapter 1. Introduction
1.1. Research Objective
1.2. Scope of the Study
1.3. Definition
Chapter 2. Research Methodology (Premium Insights)
2.1. Research Approach
2.2. Data Sources
2.3. Assumptions & Limitations
Chapter 3. Executive Summary
3.1. Market Snapshot
Chapter 4. Market Variables and Scope
4.1. Introduction
4.2. Market Classification and Scope
4.3. Industry Value Chain Analysis
4.3.1. Raw Material Procurement Analysis
4.3.2. Sales and Distribution Channel Analysis
4.3.3. Downstream Buyer Analysis
Chapter 5. COVID 19 Impact on Customer Experience Management Market
5.1. COVID-19 Landscape: Customer Experience Management Industry Impact
5.2. COVID 19 - Impact Assessment for the Industry
5.3. COVID 19 Impact: Global Major Government Policy
5.4. Market Trends and Opportunities in the COVID-19 Landscape
Chapter 6. Market Dynamics Analysis and Trends
6.1. Market Dynamics
6.1.1. Market Drivers
6.1.2. Market Restraints
6.1.3. Market Opportunities
6.2. Porter’s Five Forces Analysis
6.2.1. Bargaining power of suppliers
6.2.2. Bargaining power of buyers
6.2.3. Threat of substitute
6.2.4. Threat of new entrants
6.2.5. Degree of competition
Chapter 7. Competitive Landscape
7.1.1. Company Market Share/Positioning Analysis
7.1.2. Key Strategies Adopted by Players
7.1.3. Vendor Landscape
7.1.3.1. List of Suppliers
7.1.3.2. List of Buyers
Chapter 8. Global Customer Experience Management Market, By Deployment
8.1. Customer Experience Management Market, by Deployment, 2023-2032
8.1.1. Cloud
8.1.1.1. Market Revenue and Forecast (2020-2032)
8.1.2. On-premise
8.1.2.1. Market Revenue and Forecast (2020-2032)
Chapter 9. Global Customer Experience Management Market, By Touch Point Type
9.1. Customer Experience Management Market, by Touch Point Type, 2023-2032
9.1.1. Store
9.1.1.1. Market Revenue and Forecast (2020-2032)
9.1.2. Call centers
9.1.2.1. Market Revenue and Forecast (2020-2032)
9.1.3. Social media platforms
9.1.3.1. Market Revenue and Forecast (2020-2032)
9.1.4. Email
9.1.4.1. Market Revenue and Forecast (2020-2032)
9.1.5. Mobile
9.1.5.1. Market Revenue and Forecast (2020-2032)
9.1.6. Web services
9.1.6.1. Market Revenue and Forecast (2020-2032)
9.1.7. Others
9.1.7.1. Market Revenue and Forecast (2020-2032)
Chapter 10. Global Customer Experience Management Market, By Analytical Tool
10.1. Customer Experience Management Market, by Analytical Tool, 2023-2032
10.1.1. EFM software
10.1.1.1. Market Revenue and Forecast (2020-2032)
10.1.2. Speech analytics
10.1.2.1. Market Revenue and Forecast (2020-2032)
10.1.3. Text analytics
10.1.3.1. Market Revenue and Forecast (2020-2032)
10.1.4. Web analytics
10.1.4.1. Market Revenue and Forecast (2020-2032)
10.1.5. Others
10.1.5.1. Market Revenue and Forecast (2020-2032)
Chapter 11. Global Customer Experience Management Market, By End-Use
11.1. Customer Experience Management Market, by End-Use, 2023-2032
11.1.1. Construction/Real estate
11.1.1.1. Market Revenue and Forecast (2020-2032)
11.1.2. IT & Telecom
11.1.2.1. Market Revenue and Forecast (2020-2032)
11.1.3. BFSI
11.1.3.1. Market Revenue and Forecast (2020-2032)
11.1.4. Healthcare
11.1.4.1. Market Revenue and Forecast (2020-2032)
11.1.5. Manufacturing
11.1.5.1. Market Revenue and Forecast (2020-2032)
11.1.6. Service business
11.1.6.1. Market Revenue and Forecast (2020-2032)
11.1.7. Government
11.1.7.1. Market Revenue and Forecast (2020-2032)
11.1.8. Retail
11.1.8.1. Market Revenue and Forecast (2020-2032)
11.1.9. Others
11.1.9.1. Market Revenue and Forecast (2020-2032)
Chapter 12. Global Customer Experience Management Market, Regional Estimates and Trend Forecast
12.1. North America
12.1.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.1.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.1.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.1.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.1.5. U.S.
12.1.5.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.1.5.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.1.5.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.1.5.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.1.6. Rest of North America
12.1.6.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.1.6.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.1.6.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.1.6.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.2. Europe
12.2.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.2.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.2.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.2.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.2.5. UK
12.2.5.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.2.5.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.2.5.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.2.5.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.2.6. Germany
12.2.6.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.2.6.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.2.6.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.2.6.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.2.7. France
12.2.7.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.2.7.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.2.7.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.2.7.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.2.8. Rest of Europe
12.2.8.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.2.8.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.2.8.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.2.8.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.3. APAC
12.3.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.3.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.3.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.3.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.3.5. India
12.3.5.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.3.5.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.3.5.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.3.5.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.3.6. China
12.3.6.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.3.6.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.3.6.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.3.6.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.3.7. Japan
12.3.7.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.3.7.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.3.7.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.3.7.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.3.8. Rest of APAC
12.3.8.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.3.8.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.3.8.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.3.8.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.4. MEA
12.4.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.4.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.4.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.4.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.4.5. GCC
12.4.5.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.4.5.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.4.5.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.4.5.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.4.6. North Africa
12.4.6.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.4.6.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.4.6.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.4.6.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.4.7. South Africa
12.4.7.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.4.7.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.4.7.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.4.7.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.4.8. Rest of MEA
12.4.8.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.4.8.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.4.8.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.4.8.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.5. Latin America
12.5.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.5.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.5.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.5.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.5.5. Brazil
12.5.5.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.5.5.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.5.5.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.5.5.4. Market Revenue and Forecast, by End-Use (2020-2032)
12.5.6. Rest of LATAM
12.5.6.1. Market Revenue and Forecast, by Deployment (2020-2032)
12.5.6.2. Market Revenue and Forecast, by Touch Point Type (2020-2032)
12.5.6.3. Market Revenue and Forecast, by Analytical Tool (2020-2032)
12.5.6.4. Market Revenue and Forecast, by End-Use (2020-2032)
Chapter 13. Company Profiles
13.1. Adobe
13.1.1. Company Overview
13.1.2. Product Offerings
13.1.3. Financial Performance
13.1.4. Recent Initiatives
13.2. Fresh works Inc
13.2.1. Company Overview
13.2.2. Product Offerings
13.2.3. Financial Performance
13.2.4. Recent Initiatives
13.3. SAP SE
13.3.1. Company Overview
13.3.2. Product Offerings
13.3.3. Financial Performance
13.3.4. Recent Initiatives
13.4. SAP SE
13.4.1. Company Overview
13.4.2. Product Offerings
13.4.3. Financial Performance
13.4.4. Recent Initiatives
13.5. SAS Institute Inc.
13.5.1. Company Overview
13.5.2. Product Offerings
13.5.3. Financial Performance
13.5.4. Recent Initiatives
13.6. Serive Management Group
13.6.1. Company Overview
13.6.2. Product Offerings
13.6.3. Financial Performance
13.6.4. Recent Initiatives
13.7. Tech Mahindra Limited
13.7.1. Company Overview
13.7.2. Product Offerings
13.7.3. Financial Performance
13.7.4. Recent Initiatives
13.8. Verint
13.8.1. Company Overview
13.8.2. Product Offerings
13.8.3. Financial Performance
13.8.4. Recent Initiatives
13.9. Clarabridge
13.9.1. Company Overview
13.9.2. Product Offerings
13.9.3. Financial Performance
13.9.4. Recent Initiatives
13.10. GeneSys
13.10.1. Company Overview
13.10.2. Product Offerings
13.10.3. Financial Performance
13.10.4. Recent Initiatives
Chapter 14. Research Methodology
14.1. Primary Research
14.2. Secondary Research
14.3. Assumptions
Chapter 15. Appendix
15.1. About Us
15.2. Glossary of Terms
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