Customer Experience Management Market Share Analysis Report, 2023-2032
The global customer experience management market size was exhibited at USD 11.9 billion in 2022 and is projected to hit around USD 51.64 billion by 2032, growing at a CAGR of 15.81% during the forecast period 2023 to 2032.
Key Pointers:
Customer Experience Management Market Report Scope
|
Report Coverage |
Details |
|
Market Size in 2023 |
USD 13.78 Billion |
|
Market Size by 2032 |
USD 51.64 Billion |
|
Growth Rate From 2023 to 2032 |
CAGR of 15.81% |
|
Base Year |
2022 |
|
Forecast Period |
2023 to 2032 |
|
Segments Covered |
By Deployment, By Touch Point Type, By Analytical Tool, and By End-Use |
|
Market Analysis (Terms Used) |
Value (US$ Million/Billion) or (Volume/Units) |
|
Regional Scope |
North America; Europe; Asia Pacific; Central and South America; the Middle East and Africa |
|
Key Companies Profiled |
Adobe, Fresh works Inc, SAP SE, SAS Institute Inc, Serive Management Group, Tech Mahindra Limited, Verint, Clarabridge, GeneSys, Zendesk, International Business Machine Corporation and Others. |
The market growth can be attributed to the mounting importance of understanding customer behavior and their preferences, which drives various brands and organizations to implement customer experience strategies, such as regularly communicating and engaging with customers, developing a long-term programme, and utilizing automation, to provide the best service performance to customers in real-time.
The COVID-19 pandemic is likely to influence businesses significantly, suppressing profitability, stifling innovation, and drying up cash flows and financial reserves. The increasing use of digital technology tools is likely to set the pace for digital transformation and digital optimization in both existing and new businesses. These developments are expected to increase the use of cloud technology and work collaboration tools, thereby assisting customer experience management (CEM) market growth.
The market is expected to witness an increasing share of work delivered through digital engagement models based on collaboration platforms and tools. The rapid proliferation of smart technologies, such as Machine Learning (ML), Artificial Intelligence (AI), and Internet of Things (IoT), among others has declined the cost of computing and storage power. For instance, automakers are using AI and analytics to understand what people do in their cars and also help automakers to provide maintenance services within vehicle sensors that can tell when a customer needs any type of service. This development would further drive the growth of the customer experience management market during the forecast period.
The continued digital transformation across various industries is prompting industry incumbents to replace the existing array of a myriad of solutions required to create, manage, and enhance the digital presence with a unified solution that can serve all purposes. The Digital Transformation Initiative of the World Economic Forum expects platform-driven interactions to be accounting for almost 2/3rd of the USD 100 trillion digitalization economy by 2025. As such, the continued integration of Artificial Intelligence (AI) and Machine Learning (ML) into CEM solutions is expected to drive the growth of the customer experience management market.
Understanding customer behavior is essential for businesses of all sizes. Given that the general public frequently spends quality time on various social networking platforms, such as Twitter, Facebook, Pinterest, LinkedIn, and Snapchat, among others, organizations have recognized that social networking platforms can provide a great opportunity to gauge changes in customer behavior and the way customers interpret information about products or services. Social Customer Relationship Management (CRM) can particularly assist businesses at this stage in positively engaging customers and increasing brand awareness. These developments would further drive the growth of the customer experience management market during the forecast period.
Supply chain disruptions and the implementation of new regulations would also have a significant impact on CEM market growth. However, as more people turn to the internet for online shopping, the business-to-consumer market is expanding rapidly. Healthcare and information technology and telecommunications are likely to see growth opportunities. As the demand for medicinal products and medicines has grown exponentially, effective and efficient change management has become increasingly important in the life sciences industry. The strong push for learning and development supported by AR/VR for remote training and demonstration for both employees and customers, as well as AR/VR-led remote troubleshooting for the energy & utility, retail, and telecom industries, would result in an improved customer experience, reduced time-to-serve, and reduced costs.
Some of the prominent players in the Customer Experience Management Market include:
Segments Covered in the Report
This report forecasts revenue growth at global, regional, and country levels and provides an analysis of the latest industry trends in each of the sub-segments from 2018 to 2032. For this study, Nova one advisor, Inc. has segmented the global Customer Experience Management market.
By Deployment
By Touch Point Type
By Analytical Tool
By End-Use
By Region
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
Cross-segment Market Size and Analysis for
Mentioned Segments
Additional Company Profiles (Upto 5 With No Cost)
Additional Countries (Apart From Mentioned Countries)
Country/Region-specific Report
Go To Market Strategy
Region Specific Market DynamicsRegion Level Market Share Import Export AnalysisProduction AnalysisOthers