Customer Experience Management Market: Global Industry Analysis and Forecast (2023-2029)


Customer Experience Management Market size was valued at US$ 10.66 Bn. in 2022 and the total revenue is expected to grow at a CAGR of 12.3% through 2023 to 2029, reaching nearly US$ 24.03 Bn.

Customer Experience Management Market Overview:

Customer experience management can be defined as a process by which a company tracks the communication between consumers and organizations. This process takes place throughout a certain consumer lifecycle. The organization has a customer experience management process to meet consumer necessities and loyalty. Technological advancements in cloud and big data analytics to manage, design, and improve end-to-end consumer experience processes are likely to drive the market over the forecast period.Customer Experience Management MarketTo know about the Research Methodology :- Request Free Sample Report

Customer Experience Management Market Dynamics:

Customer experience is critical in keeping customers engaged with the company and converting them into brand advocates. Customer satisfaction is defined as not just returning to the website or store several times, but also sharing favorable remarks about the brand. This would encourage other customers to interact with the company, as well as retain and acquire new ones. According to the White House Office of Consumer Affairs, acquiring new customer’s costs 6 to 7 times more than keeping existing customers. According to Harvard Business Review, a five percent improvement in client retention can boost earnings by 25 percent to 95 percent.

CEM systems are proving to be one of the most important tools for identifying client demands and anticipating their intentions. Marketers can use the solution's analytics capability to forecast which clients are on the verge of abandoning or diverting from a product. Customer retention techniques and incentives, such as discount coupons or product upgrades, could be devised by the marketer.

Customer Experience Management Market Segment Analysis:

The Global Customer Experience Management Market is segmented by Analytical Tool, TouchPoint Type, and End-User.

Based on the Analytical Tool, the market is segmented into Enterprise Feedback Management (EFM) software, Speech analytics, Text analytics, Web analytics, and others. The text analytics segment is expected to hold the largest market share of xx% by 2029. An extensive number of organizations are using text analysis tools to analyse unstructured data, such as customer feedback, complaints. Not only can text analytics provide business insights from information, conversation, and opinions, but it also provides metrics and trends, as well as adding a key dimension to your quantitative data. It's also a critical component of the single view of the customer, which some consider being the holy grail of customer experience. These are the key factor that drives the growth of this segment in the global market during the forecast period 2023-2029.

Based on the Touch Point Type, the market is segmented into Stores/branches, Call Centers, Social Media, Email, Mobile, Web services, and others. Call Centers are expected to grow rapidly at a CAGR of xx% during the forecast period 2023-2029. Call centers serve as significant business differentiators whereby customers interact with customer care managers about their product usage experience and provide first-hand experience. These are the key drivers that boost the growth of this segment in the global market during the forecast period 2023-2029.Customer Experience Management MarketBased on the End-User, the market is segmented into BFSI, Retail, Healthcare, IT & Telecom, Manufacturing, Government, Energy & Utilities, and others. The healthcare segment is expected to grow rapidly at a CAGR of xx% during the forecast period 2023-2029. The demand to increase the patent experience is the major driver that boosts the growth of this segment in the Global market during the forecast period 2023-2029.

Customer Experience Management Market Regional Insights:

North America dominates the Global Customer Experience Management market during the forecast period 2023-2029. North America is expected to hold the largest market shares of xx% by 2029. Rising the number of mobile users and growing the demand for customer experience management solutions by industries are driving the growth of North America. These are the major drivers that boost the growth of this region in the global market during the forecast period 2023-2029.

Asia Pacific is expected to grow rapidly at a CAGR of xx% during the forecast period 2023-2029. The large population of the region has resulted in a large subscriber base for businesses. Organizations are enhancing their customer experience management services through digital touchpoints such as social media, websites, emails, virtual assistants, and contact centers as internet penetration and per-user online consumption rise.

The objective of the report is to present a comprehensive analysis of the Global Customer Experience Management Market to the stakeholders in the industry. The past and current status of the industry with the forecasted market size and trends are presented in the report with the analysis of complicated data in simple language. The report covers all the aspects of the industry with a dedicated study of key players that include market leaders, followers, and new entrants.

PORTER, PESTEL analysis with the potential impact of micro-economic factors of the market have been presented in the report. External as well as internal factors that are supposed to affect the business positively or negatively have been analyzed, which will give a clear futuristic view of the industry to the decision-makers.

The reports also helps in understanding the Global Customer Experience Management Market dynamic, structure by analyzing the market segments and project the Global Customer Experience Management Market size. Clear representation of competitive analysis of key players by product, price, financial position, product portfolio, growth strategies, and regional presence in the Global Customer Experience Management Market make the report investor’s guide.

Customer Experience Management Market Scope: Inquire before buying






Customer Experience Management Market




Report Coverage
Details




Base Year:
2022
Forecast Period:
2023-2029




Historical Data:
2018 to 2022
Market Size in 2022:
US $ 10.66 Bn.




Forecast Period 2023 to 2029 CAGR:
12.3%
Market Size in 2029:
US $ 24.03 Bn.




 Segments Covered:
by Analytical Tool
Enterprise Feedback Management (EFM) software
Speech analytics
Text analytics
Web analytics
Others




by Touch Point Type
Stores/ branch
Call Centers
Social Media
Email
Mobile
Web services
Others




by End-user
BFSI
Retail
Healthcare
IT & Telecom
Manufacturing
Government
Energy & utilities
Others






Customer Experience Management Market, by Region

North America (United States, Canada and Mexico)
Europe (UK, France, Germany, Italy, Spain, Sweden, Austria and Rest of Europe)
Asia Pacific (China, South Korea, Japan, India, Australia, Indonesia, Malaysia, Vietnam, Taiwan, Bangladesh, Pakistan and Rest of APAC)
Middle East and Africa (South Africa, GCC, Egypt, Nigeria and Rest of ME&A)
South America (Brazil, Argentina Rest of South America)

Customer Experience Management Market Key Players are:

1. Open Text Corporation
2. Oracle Corporation
3. IBM Corporation
4. Adobe Systems Inc.
5. Avaya Inc.
6. Tech Mahindra
7. CA Technologies, Inc.
8. Nokia Networks
9. Sprinklr
10.Teradata Corporation
11.Sitecore
12.SAP SE
13.SAS Institute, Inc.
14.Zendesk
15.MaritzC

Frequently Asked Questions:

1] What segments are covered in Global Customer Experience Management Market report?
Ans. The segments covered in Global Customer Experience Management Market report are based on Analytical Tool, TouchPoint Type, and End-User.

2] Which region is expected to hold the highest share in the Global Customer Experience Management Market?
Ans. North America is expected to hold the highest share in the Global Customer Experience Management Market.

3] Who are the top key players in the Global Customer Experience Management Market?
Ans. Open Text Corporation, Oracle Corporation, IBM Corporation, Adobe Systems Inc., and Avaya Inc. are the top key players in the Global Customer Experience Management Market.

4] Which segment holds the largest market share in the Global Customer Experience Management market by 2029?
Ans. Text Analytics segment hold the largest market share in the Global Customer Experience Management market by 2029.

5] What is the market size of the Global Customer Experience Management market by 2029?
Ans. The market size of the Global Customer Experience Management market is US $ 24.03 Bn. by 2029.

6] What was the market size of the Global Customer Experience Management market in 2022?
Ans. The market size of the Global Customer Experience Management market was worth US $ 10.66 Bn. in 2022. 





Global Customer Experience Management Market

1. Preface
1.1. Report Scope and Market Segmentation
1.2. Research Highlights
1.3. Research Objectives

2. Assumptions and Research Methodology
2.1. Report Assumptions
2.2. Abbreviations
2.3. Research Methodology
2.3.1. Secondary Research
2.3.1.1. Secondary data
2.3.1.2. Secondary Sources
2.3.2. Primary Research
2.3.2.1. Data from Primary Sources
2.3.2.2. Breakdown of Primary Sources

3. Executive Summary: Global Customer Experience Management Market Size, by Market Value (US$ Bn)

4. Market Overview
4.1. Introduction
4.2. Market Indicator
4.2.1. Drivers
4.2.2. Restraints
4.2.3. Opportunities
4.2.4. Challenges
4.3. Porter’s Analysis
4.4. Value Chain Analysis
4.5. Market Risk Analysis
4.6. SWOT Analysis
4.7. Industry Trends and Emerging Technologies

5. Supply Side and Demand Side Indicators

6. Global Customer Experience Management Market Analysis and Forecast
6.1. Global Customer Experience Management Market Size & Y-o-Y Growth Analysis
6.1.1. North America
6.1.2. Europe
6.1.3. Asia Pacific
6.1.4. Middle East & Africa
6.1.5. South America

7. Global Customer Experience Management Market Analysis and Forecast, by Analytical Tool
7.1. Introduction and Definition
7.2. Key Findings
7.3. Global Customer Experience Management Market Value Share Analysis, by Analytical Tool
7.4. Global Customer Experience Management Market Size (US$ Bn) Forecast, by Analytical Tool
7.5. Global Customer Experience Management Market Analysis, by Analytical Tool
7.6. Global Customer Experience Management Market Attractiveness Analysis, by Analytical Tool

8. Global Customer Experience Management Market Analysis and Forecast, by Touch Point Type
8.1. Introduction and Definition
8.2. Key Findings
8.3. Global Customer Experience Management Market Value Share Analysis, by Touch Point Type
8.4. Global Customer Experience Management Market Size (US$ Bn) Forecast, by Touch Point Type
8.5. Global Customer Experience Management Market Analysis, by Touch Point Type
8.6. Global Customer Experience Management Market Attractiveness Analysis, by Touch Point Type

9. Global Customer Experience Management Market Analysis and Forecast, By End-user
9.1. Introduction and Definition
9.2. Key Findings
9.3. Global Customer Experience Management Market Value Share Analysis, By End-user
9.4. Global Customer Experience Management Market Size (US$ Bn) Forecast, By End-user
9.5. Global Customer Experience Management Market Analysis, By End-user
9.6. Global Customer Experience Management Market Attractiveness Analysis, By End-user

10. Global Customer Experience Management Market Analysis and Forecast, by Deployment
10.1. Introduction and Definition
10.2. Key Findings
10.3. Global Customer Experience Management Market Value Share Analysis, by Deployment
10.4. Global Customer Experience Management Market Size (US$ Bn) Forecast, by Deployment
10.5. Global Customer Experience Management Market Analysis, by Deployment
10.6. Global Customer Experience Management Market Attractiveness Analysis, by Deployment

11. Global Customer Experience Management Market Analysis, by Region
11.1. Global Customer Experience Management Market Value Share Analysis, by Region
11.2. Global Customer Experience Management Market Size (US$ Bn) Forecast, by Region
11.3. Global Customer Experience Management Market Attractiveness Analysis, by Region

12. North America Customer Experience Management Market Analysis
12.1. Key Findings
12.2. North America Customer Experience Management Market Overview
12.3. North America Customer Experience Management Market Value Share Analysis, by Analytical Tool
12.4. North America Customer Experience Management Market Forecast, by Analytical Tool
12.4.1. Enterprise Feedback Management (EFM) software
12.4.2. Speech analytics
12.4.3. Text analytics
12.4.4. Web analytics
12.4.5. Others
12.5. North America Customer Experience Management Market Value Share Analysis, by Touch Point Type
12.6. North America Customer Experience Management Market Forecast, by Touch Point Type
12.6.1. Stores/ branch
12.6.2. Call Centers
12.6.3. Social Media
12.6.4. Email
12.6.5. Mobile
12.6.6. Web services
12.6.7. Others
12.7. North America Customer Experience Management Market Value Share Analysis, By End-user
12.8. North America Customer Experience Management Market Forecast, By End-user
12.8.1. BFSI
12.8.2. Retail
12.8.3. Healthcare
12.8.4. IT & Telecom
12.8.5. Manufacturing
12.8.6. Government
12.8.7. Energy & utilities
12.8.8. Others
12.9. North America Customer Experience Management Market Value Share Analysis, by Deployment
12.10. North America Customer Experience Management Market Forecast, by Deployment
12.10.1. Cloud
12.10.2. On Premise
12.11. North America Customer Experience Management Market Value Share Analysis, by Country
12.12. North America Customer Experience Management Market Forecast, by Country
12.12.1. U.S.
12.12.2. Canada
12.13. North America Customer Experience Management Market Analysis, by Country
12.14. U.S. Customer Experience Management Market Forecast, by Analytical Tool
12.14.1. Enterprise Feedback Management (EFM) software
12.14.2. Speech analytics
12.14.3. Text analytics
12.14.4. Web analytics
12.14.5. Others
12.15. U.S. Customer Experience Management Market Forecast, by Touch Point Type
12.15.1. Stores/ branch
12.15.2. Call Centers
12.15.3. Social Media
12.15.4. Email
12.15.5. Mobile
12.15.6. Web services
12.15.7. Others
12.16. U.S. Customer Experience Management Market Forecast, By End-user
12.16.1. BFSI
12.16.2. Retail
12.16.3. Healthcare
12.16.4. IT & Telecom
12.16.5. Manufacturing
12.16.6. Government
12.16.7. Energy & utilities
12.16.8. Others
12.17. U.S. Customer Experience Management Market Forecast, by Deployment
12.17.1. Cloud
12.17.2. On Premise
12.18. Canada Customer Experience Management Market Forecast, by Analytical Tool
12.18.1. Enterprise Feedback Management (EFM) software
12.18.2. Speech analytics
12.18.3. Text analytics
12.18.4. Web analytics
12.18.5. Others
12.19. Canada Customer Experience Management Market Forecast, by Touch Point Type
12.19.1. Stores/ branch
12.19.2. Call Centers
12.19.3. Social Media
12.19.4. Email
12.19.5. Mobile
12.19.6. Web services
12.19.7. Others
12.20. Canada Customer Experience Management Market Forecast, By End-user
12.20.1. BFSI
12.20.2. Retail
12.20.3. Healthcare
12.20.4. IT & Telecom
12.20.5. Manufacturing
12.20.6. Government
12.20.7. Energy & utilities
12.20.8. Others
12.21. Canada Customer Experience Management Market Forecast, by Deployment
12.21.1. Cloud
12.21.2. On Premise
12.22. North America Customer Experience Management Market Attractiveness Analysis
12.22.1. By Analytical Tool
12.22.2. By Touch Point Type
12.22.3. By End-user
12.22.4. By Deployment
12.23. PEST Analysis
12.24. Key Trends
12.25. Key Developments

13. Europe Customer Experience Management Market Analysis
13.1. Key Findings
13.2. Europe Customer Experience Management Market Overview
13.3. Europe Customer Experience Management Market Value Share Analysis, by Analytical Tool
13.4. Europe Customer Experience Management Market Forecast, by Analytical Tool
13.4.1. Enterprise Feedback Management (EFM) software
13.4.2. Speech analytics
13.4.3. Text analytics
13.4.4. Web analytics
13.4.5. Others
13.5. Europe Customer Experience Management Market Value Share Analysis, by Touch Point Type
13.6. Europe Customer Experience Management Market Forecast, by Touch Point Type
13.6.1. Stores/ branch
13.6.2. Call Centers
13.6.3. Social Media
13.6.4. Email
13.6.5. Mobile
13.6.6. Web services
13.6.7. Others
13.7. Europe Customer Experience Management Market Value Share Analysis, By End-user
13.8. Europe Customer Experience Management Market Forecast, By End-user
13.8.1. BFSI
13.8.2. Retail
13.8.3. Healthcare
13.8.4. IT & Telecom
13.8.5. Manufacturing
13.8.6. Government
13.8.7. Energy & utilities
13.8.8. Others
13.9. Europe Customer Experience Management Market Value Share Analysis, by Deployment
13.10. Europe Customer Experience Management Market Forecast, by Deployment
13.10.1. Cloud
13.10.2. On Premise
13.11. Europe Customer Experience Management Market Value Share Analysis, by Country
13.12. Europe Customer Experience Management Market Forecast, by Country
13.12.1. Germany
13.12.2. U.K.
13.12.3. France
13.12.4. Italy
13.12.5. Spain
13.12.6. Rest of Europe
13.13. Europe Customer Experience Management Market Analysis, by Country
13.14. Germany Customer Experience Management Market Forecast, by Analytical Tool
13.14.1. Enterprise Feedback Management (EFM) software
13.14.2. Speech analytics
13.14.3. Text analytics
13.14.4. Web analytics
13.14.5. Others
13.15. Germany Customer Experience Management Market Forecast, by Touch Point Type
13.15.1. Stores/ branch
13.15.2. Call Centers
13.15.3. Social Media
13.15.4. Email
13.15.5. Mobile
13.15.6. Web services
13.15.7. Others
13.16. Germany Customer Experience Management Market Forecast, By End-user
13.16.1. BFSI
13.16.2. Retail
13.16.3. Healthcare
13.16.4. IT & Telecom
13.16.5. Manufacturing
13.16.6. Government
13.16.7. Energy & utilities
13.16.8. Others
13.17. Germany Customer Experience Management Market Forecast, by Deployment
13.17.1. Cloud
13.17.2. On Premise
13.18. U.K. Customer Experience Management Market Forecast, by Analytical Tool
13.18.1. Enterprise Feedback Management (EFM) software
13.18.2. Speech analytics
13.18.3. Text analytics
13.18.4. Web analytics
13.18.5. Others
13.19. U.K. Customer Experience Management Market Forecast, by Touch Point Type
13.19.1. Stores/ branch
13.19.2. Call Centers
13.19.3. Social Media
13.19.4. Email
13.19.5. Mobile
13.19.6. Web services
13.19.7. Others
13.20. U.K. Customer Experience Management Market Forecast, By End-user
13.20.1. BFSI
13.20.2. Retail
13.20.3. Healthcare
13.20.4. IT & Telecom
13.20.5. Manufacturing
13.20.6. Government
13.20.7. Energy & utilities
13.20.8. Others
13.21. U.K. Customer Experience Management Market Forecast, by Deployment
13.21.1. Cloud
13.21.2. On Premise
13.22. France Customer Experience Management Market Forecast, by Analytical Tool
13.22.1. Enterprise Feedback Management (EFM) software
13.22.2. Speech analytics
13.22.3. Text analytics
13.22.4. Web analytics
13.22.5. Others
13.23. France Customer Experience Management Market Forecast, by Touch Point Type
13.23.1. Stores/ branch
13.23.2. Call Centers
13.23.3. Social Media
13.23.4. Email
13.23.5. Mobile
13.23.6. Web services
13.23.7. Others
13.24. France Customer Experience Management Market Forecast, By End-user
13.24.1. BFSI
13.24.2. Retail
13.24.3. Healthcare
13.24.4. IT & Telecom
13.24.5. Manufacturing
13.24.6. Government
13.24.7. Energy & utilities
13.24.8. Others
13.25. France Customer Experience Management Market Forecast, by Deployment
13.25.1. Cloud
13.25.2. On Premise
13.26. Italy Customer Experience Management Market Forecast, by Analytical Tool
13.26.1. Enterprise Feedback Management (EFM) software
13.26.2. Speech analytics
13.26.3. Text analytics
13.26.4. Web analytics
13.26.5. Others
13.27. Italy Customer Experience Management Market Forecast, by Touch Point Type
13.27.1. Stores/ branch
13.27.2. Call Centers
13.27.3. Social Media
13.27.4. Email
13.27.5. Mobile
13.27.6. Web services
13.27.7. Others
13.28. Italy Customer Experience Management Market Forecast, By End-user
13.28.1. BFSI
13.28.2. Retail
13.28.3. Healthcare
13.28.4. IT & Telecom
13.28.5. Manufacturing
13.28.6. Government
13.28.7. Energy & utilities
13.28.8. Others
13.29. Italy Customer Experience Management Market Forecast, by Deployment
13.29.1. Cloud
13.29.2. On Premise
13.30. Spain Customer Experience Management Market Forecast, by Analytical Tool
13.30.1. Enterprise Feedback Management (EFM) software
13.30.2. Speech analytics
13.30.3. Text analytics
13.30.4. Web analytics
13.30.5. Others
13.31. Spain Customer Experience Management Market Forecast, by Touch Point Type
13.31.1. Stores/ branch
13.31.2. Call Centers
13.31.3. Social Media
13.31.4. Email
13.31.5. Mobile
13.31.6. Web services
13.31.7. Others
13.32. Spain Customer Experience Management Market Forecast, By End-user
13.32.1. BFSI
13.32.2. Retail
13.32.3. Healthcare
13.32.4. IT & Telecom
13.32.5. Manufacturing
13.32.6. Government
13.32.7. Energy & utilities
13.32.8. Others
13.33. Spain Customer Experience Management Market Forecast, by Deployment
13.33.1. Cloud
13.33.2. On Premise
13.34. Rest of Europe Customer Experience Management Market Forecast, by Analytical Tool
13.34.1. Enterprise Feedback Management (EFM) software
13.34.2. Speech analytics
13.34.3. Text analytics
13.34.4. Web analytics
13.34.5. Others
13.35. Rest of Europe Customer Experience Management Market Forecast, by Touch Point Type
13.35.1. Stores/ branch
13.35.2. Call Centers
13.35.3. Social Media
13.35.4. Email
13.35.5. Mobile
13.35.6. Web services
13.35.7. Others
13.36. Rest of Europe Customer Experience Management Market Forecast, By End-user
13.36.1. BFSI
13.36.2. Retail
13.36.3. Healthcare
13.36.4. IT & Telecom
13.36.5. Manufacturing
13.36.6. Government
13.36.7. Energy & utilities
13.36.8. Others
13.37. Rest Of Europe Customer Experience Management Market Forecast, by Deployment
13.37.1. Cloud
13.37.2. On Premise
13.38. Europe Customer Experience Management Market Attractiveness Analysis
13.38.1. By Analytical Tool
13.38.2. By Touch Point Type
13.38.3. By End-user
13.38.4. By Deployment
13.39. PEST Analysis
13.40. Key Trends
13.41. Key Developments

14. Asia Pacific Customer Experience Management Market Analysis
14.1. Key Findings
14.2. Asia Pacific Customer Experience Management Market Overview
14.3. Asia Pacific Customer Experience Management Market Value Share Analysis, by Analytical Tool
14.4. Asia Pacific Customer Experience Management Market Forecast, by Analytical Tool
14.4.1. Enterprise Feedback Management (EFM) software
14.4.2. Speech analytics
14.4.3. Text analytics
14.4.4. Web analytics
14.4.5. Others
14.5. Asia Pacific Customer Experience Management Market Value Share Analysis, by Touch Point Type
14.6. Asia Pacific Customer Experience Management Market Forecast, by Touch Point Type
14.6.1. Stores/ branch
14.6.2. Call Centers
14.6.3. Social Media
14.6.4. Email
14.6.5. Mobile
14.6.6. Web services
14.6.7. Others
14.7. Asia Pacific Customer Experience Management Market Value Share Analysis, By End-user
14.8. Asia Pacific Customer Experience Management Market Forecast, By End-user
14.8.1. BFSI
14.8.2. Retail
14.8.3. Healthcare
14.8.4. IT & Telecom
14.8.5. Manufacturing
14.8.6. Government
14.8.7. Energy & utilities
14.8.8. Others
14.9. Asia Pacific Customer Experience Management Market Value Share Analysis, by Deployment
14.10. Asia Pacific Customer Experience Management Market Forecast, by Deployment
14.10.1. Cloud
14.10.2. On Premise
14.11. Asia Pacific Customer Experience Management Market Value Share Analysis, by Country
14.12. Asia Pacific Customer Experience Management Market Forecast, by Country
14.12.1. China
14.12.2. India
14.12.3. Japan
14.12.4. ASEAN
14.12.5. Rest of Asia Pacific
14.13. Asia Pacific Customer Experience Management Market Analysis, by Country
14.14. China Customer Experience Management Market Forecast, by Analytical Tool
14.14.1. Enterprise Feedback Management (EFM) software
14.14.2. Speech analytics
14.14.3. Text analytics
14.14.4. Web analytics
14.14.5. Others
14.15. China Customer Experience Management Market Forecast, by Touch Point Type
14.15.1. Stores/ branch
14.15.2. Call Centers
14.15.3. Social Media
14.15.4. Email
14.15.5. Mobile
14.15.6. Web services
14.15.7. Others
14.16. China Customer Experience Management Market Forecast, By End-user
14.16.1. BFSI
14.16.2. Retail
14.16.3. Healthcare
14.16.4. IT & Telecom
14.16.5. Manufacturing
14.16.6. Government
14.16.7. Energy & utilities
14.16.8. Others
14.17. China Customer Experience Management Market Forecast, by Deployment
14.17.1. Cloud
14.17.2. On Premise
14.18. India Customer Experience Management Market Forecast, by Analytical Tool
14.18.1. Enterprise Feedback Management (EFM) software
14.18.2. Speech analytics
14.18.3. Text analytics
14.18.4. Web analytics
14.18.5. Others
14.19. India Customer Experience Management Market Forecast, by Touch Point Type
14.19.1. Stores/ branch
14.19.2. Call Centers
14.19.3. Social Media
14.19.4. Email
14.19.5. Mobile
14.19.6. Web services
14.19.7. Others
14.20. India Customer Experience Management Market Forecast, By End-user
14.20.1. BFSI
14.20.2. Retail
14.20.3. Healthcare
14.20.4. IT & Telecom
14.20.5. Manufacturing
14.20.6. Government
14.20.7. Energy & utilities
14.20.8. Others
14.21. India Customer Experience Management Market Forecast, by Deployment
14.21.1. Cloud
14.21.2. On Premise
14.22. Japan Customer Experience Management Market Forecast, by Analytical Tool
14.22.1. Enterprise Feedback Management (EFM) software
14.22.2. Speech analytics
14.22.3. Text analytics
14.22.4. Web analytics
14.22.5. Others
14.23. Japan Customer Experience Management Market Forecast, by Touch Point Type
14.23.1. Stores/ branch
14.23.2. Call Centers
14.23.3. Social Media
14.23.4. Email
14.23.5. Mobile
14.23.6. Web services
14.23.7. Others
14.24. Japan Customer Experience Management Market Forecast, By End-user
14.24.1. BFSI
14.24.2. Retail
14.24.3. Healthcare
14.24.4. IT & Telecom
14.24.5. Manufacturing
14.24.6. Government
14.24.7. Energy & utilities
14.24.8. Others
14.25. Japan Customer Experience Management Market Forecast, by Deployment
14.25.1. Cloud
14.25.2. On Premise
14.26. ASEAN Customer Experience Management Market Forecast, by Analytical Tool
14.26.1. Enterprise Feedback Management (EFM) software
14.26.2. Speech analytics
14.26.3. Text analytics
14.26.4. Web analytics
14.26.5. Others
14.27. ASEAN Customer Experience Management Market Forecast, by Touch Point Type
14.27.1. Stores/ branch
14.27.2. Call Centers
14.27.3. Social Media
14.27.4. Email
14.27.5. Mobile
14.27.6. Web services
14.27.7. Others
14.28. ASEAN Customer Experience Management Market Forecast, By End-user
14.28.1. BFSI
14.28.2. Retail
14.28.3. Healthcare
14.28.4. IT & Telecom
14.28.5. Manufacturing
14.28.6. Government
14.28.7. Energy & utilities
14.28.8. Others
14.29. ASEAN Customer Experience Management Market Forecast, by Deployment
14.29.1. Cloud
14.29.2. On Premise
14.30. Rest of Asia Pacific Customer Experience Management Market Forecast, by Analytical Tool
14.30.1. Enterprise Feedback Management (EFM) software
14.30.2. Speech analytics
14.30.3. Text analytics
14.30.4. Web analytics
14.30.5. Others
14.31. Rest of Asia Pacific Customer Experience Management Market Forecast, by Touch Point Type
14.31.1. Stores/ branch
14.31.2. Call Centers
14.31.3. Social Media
14.31.4. Email
14.31.5. Mobile
14.31.6. Web services
14.31.7. Others
14.32. Rest of Asia Pacific Customer Experience Management Market Forecast, By End-user
14.32.1. BFSI
14.32.2. Retail
14.32.3. Healthcare
14.32.4. IT & Telecom
14.32.5. Manufacturing
14.32.6. Government
14.32.7. Energy & utilities
14.32.8. Others
14.33. Rest of Asia Pacific Customer Experience Management Market Forecast, by Deployment
14.33.1. Cloud
14.33.2. On Premise
14.34. Asia Pacific Customer Experience Management Market Attractiveness Analysis
14.34.1. By Analytical Tool
14.34.2. By Touch Point Type
14.34.3. By End-user
14.34.4. By Deployment
14.35. PEST Analysis
14.36. Key Trends
14.37. Key Developments

15. Middle East & Africa Customer Experience Management Market Analysis
15.1. Key Findings
15.2. Middle East & Africa Customer Experience Management Market Overview
15.3. Middle East & Africa Customer Experience Management Market Value Share Analysis, by Analytical Tool
15.4. Middle East & Africa Customer Experience Management Market Forecast, by Analytical Tool
15.4.1. Enterprise Feedback Management (EFM) software
15.4.2. Speech analytics
15.4.3. Text analytics
15.4.4. Web analytics
15.4.5. Others
15.5. Middle East & Africa Customer Experience Management Market Value Share Analysis, by Touch Point Type
15.6. Middle East & Africa Customer Experience Management Market Forecast, by Touch Point Type
15.6.1. Stores/ branch
15.6.2. Call Centers
15.6.3. Social Media
15.6.4. Email
15.6.5. Mobile
15.6.6. Web services
15.6.7. Others
15.7. Middle East & Africa Customer Experience Management Market Value Share Analysis, By End-user
15.8. Middle East & Africa Customer Experience Management Market Forecast, By End-user
15.8.1. BFSI
15.8.2. Retail
15.8.3. Healthcare
15.8.4. IT & Telecom
15.8.5. Manufacturing
15.8.6. Government
15.8.7. Energy & utilities
15.8.8. Others
15.9. Middle East & Africa Customer Experience Management Market Value Share Analysis, by Deployment
15.10. Middle East & Africa Customer Experience Management Market Forecast, by Deployment
15.10.1. Cloud
15.10.2. On Premise
15.11. Middle East & Africa Customer Experience Management Market Value Share Analysis, by Country
15.12. Middle East & Africa Customer Experience Management Market Forecast, by Country
15.12.1. GCC
15.12.2. South Africa
15.12.3. Rest of Middle East & Africa
15.13. Middle East & Africa Customer Experience Management Market Analysis, by Country
15.14. GCC Customer Experience Management Market Forecast, by Analytical Tool
15.14.1. Enterprise Feedback Management (EFM) software
15.14.2. Speech analytics
15.14.3. Text analytics
15.14.4. Web analytics
15.14.5. Others
15.15. GCC Customer Experience Management Market Forecast, by Touch Point Type
15.15.1. Stores/ branch
15.15.2. Call Centers
15.15.3. Social Media
15.15.4. Email
15.15.5. Mobile
15.15.6. Web services
15.15.7. Others
15.16. GCC Customer Experience Management Market Forecast, By End-user
15.16.1. BFSI
15.16.2. Retail
15.16.3. Healthcare
15.16.4. IT & Telecom
15.16.5. Manufacturing
15.16.6. Government
15.16.7. Energy & utilities
15.16.8. Others
15.17. GCC Customer Experience Management Market Forecast, by Deployment
15.17.1. Cloud
15.17.2. On Premise
15.18. South Africa Customer Experience Management Market Forecast, by Analytical Tool
15.18.1. Enterprise Feedback Management (EFM) software
15.18.2. Speech analytics
15.18.3. Text analytics
15.18.4. Web analytics
15.18.5. Others
15.19. South Africa Customer Experience Management Market Forecast, by Touch Point Type
15.19.1. Stores/ branch
15.19.2. Call Centers
15.19.3. Social Media
15.19.4. Email
15.19.5. Mobile
15.19.6. Web services
15.19.7. Others
15.20. South Africa Customer Experience Management Market Forecast, By End-user
15.20.1. BFSI
15.20.2. Retail
15.20.3. Healthcare
15.20.4. IT & Telecom
15.20.5. Manufacturing
15.20.6. Government
15.20.7. Energy & utilities
15.20.8. Others
15.21. South Africa Customer Experience Management Market Forecast, by Deployment
15.21.1. Cloud
15.21.2. On Premise
15.22. Rest of Middle East & Africa Customer Experience Management Market Forecast, by Analytical Tool
15.22.1. Enterprise Feedback Management (EFM) software
15.22.2. Speech analytics
15.22.3. Text analytics
15.22.4. Web analytics
15.22.5. Others
15.23. Rest of Middle East & Africa Customer Experience Management Market Forecast, by Touch Point Type
15.23.1. Stores/ branch
15.23.2. Call Centers
15.23.3. Social Media
15.23.4. Email
15.23.5. Mobile
15.23.6. Web services
15.23.7. Others
15.24. Rest of Middle East & Africa Customer Experience Management Market Forecast, By End-user
15.24.1. BFSI
15.24.2. Retail
15.24.3. Healthcare
15.24.4. IT & Telecom
15.24.5. Manufacturing
15.24.6. Government
15.24.7. Energy & utilities
15.24.8. Others
15.25. Rest of Middle East & Africa Customer Experience Management Market Forecast, by Deployment
15.25.1. Cloud
15.25.2. On Premise
15.26. Middle East & Africa Customer Experience Management Market Attractiveness Analysis
15.26.1. By Analytical Tool
15.26.2. By Touch Point Type
15.26.3. By End-user
15.26.4. By Deployment
15.27. PEST Analysis
15.28. Key Trends
15.29. Key Developments

16. South America Customer Experience Management Market Analysis
16.1. Key Findings
16.2. South America Customer Experience Management Market Overview
16.3. South America Customer Experience Management Market Value Share Analysis, by Analytical Tool
16.4. South America Customer Experience Management Market Forecast, by Analytical Tool
16.4.1. Enterprise Feedback Management (EFM) software
16.4.2. Speech analytics
16.4.3. Text analytics
16.4.4. Web analytics
16.4.5. Others
16.5. South America Customer Experience Management Market Value Share Analysis, by Touch Point Type
16.6. South America Customer Experience Management Market Forecast, by Touch Point Type
16.6.1. Stores/ branch
16.6.2. Call Centers
16.6.3. Social Media
16.6.4. Email
16.6.5. Mobile
16.6.6. Web services
16.6.7. Others
16.7. South America Customer Experience Management Market Value Share Analysis, By End-user
16.8. South America Customer Experience Management Market Forecast, By End-user
16.8.1. BFSI
16.8.2. Retail
16.8.3. Healthcare
16.8.4. IT & Telecom
16.8.5. Manufacturing
16.8.6. Government
16.8.7. Energy & utilities
16.8.8. Others
16.9. South America Customer Experience Management Market Value Share Analysis, by Deployment
16.10. South America Customer Experience Management Market Forecast, by Deployment
16.10.1. Cloud
16.10.2. On Premise
16.11. South America Customer Experience Management Market Value Share Analysis, by Country
16.12. South America Customer Experience Management Market Forecast, by Country
16.12.1. Brazil
16.12.2. Mexico
16.12.3. Rest of South America
16.13. South America Customer Experience Management Market Analysis, by Country
16.14. Brazil Customer Experience Management Market Forecast, by Analytical Tool
16.14.1. Enterprise Feedback Management (EFM) software
16.14.2. Speech analytics
16.14.3. Text analytics
16.14.4. Web analytics
16.14.5. Others
16.15. Brazil Customer Experience Management Market Forecast, by Touch Point Type
16.15.1. Stores/ branch
16.15.2. Call Centers
16.15.3. Social Media
16.15.4. Email
16.15.5. Mobile
16.15.6. Web services
16.15.7. Others
16.16. Brazil Customer Experience Management Market Forecast, By End-user
16.16.1. BFSI
16.16.2. Retail
16.16.3. Healthcare
16.16.4. IT & Telecom
16.16.5. Manufacturing
16.16.6. Government
16.16.7. Energy & utilities
16.16.8. Others
16.17. Brazil Customer Experience Management Market Forecast, by Deployment
16.17.1. Cloud
16.17.2. On Premise
16.18. Mexico Customer Experience Management Market Forecast, by Analytical Tool
16.18.1. Enterprise Feedback Management (EFM) software
16.18.2. Speech analytics
16.18.3. Text analytics
16.18.4. Web analytics
16.18.5. Others
16.19. Mexico Customer Experience Management Market Forecast, by Touch Point Type
16.19.1. Stores/ branch
16.19.2. Call Centers
16.19.3. Social Media
16.19.4. Email
16.19.5. Mobile
16.19.6. Web services
16.19.7. Others
16.20. Mexico Customer Experience Management Market Forecast, By End-user
16.20.1. BFSI
16.20.2. Retail
16.20.3. Healthcare
16.20.4. IT & Telecom
16.20.5. Manufacturing
16.20.6. Government
16.20.7. Energy & utilities
16.20.8. Others
16.21. Mexico Customer Experience Management Market Forecast, by Deployment
16.21.1. Cloud
16.21.2. On Premise
16.22. Rest of South America Customer Experience Management Market Forecast, by Analytical Tool
16.22.1. Enterprise Feedback Management (EFM) software
16.22.2. Speech analytics
16.22.3. Text analytics
16.22.4. Web analytics
16.22.5. Others
16.23. Rest of South America Customer Experience Management Market Forecast, by Touch Point Type
16.23.1. Stores/ branch
16.23.2. Call Centers
16.23.3. Social Media
16.23.4. Email
16.23.5. Mobile
16.23.6. Web services
16.23.7. Others
16.24. Rest of South America Customer Experience Management Market Forecast, By End-user
16.24.1. BFSI
16.24.2. Retail
16.24.3. Healthcare
16.24.4. IT & Telecom
16.24.5. Manufacturing
16.24.6. Government
16.24.7. Energy & utilities
16.24.8. Others
16.25. Rest of South America Customer Experience Management Market Forecast, by Deployment
16.25.1. Cloud
16.25.2. On Premise
16.26. South America Customer Experience Management Market Attractiveness Analysis
16.26.1. By Analytical Tool
16.26.2. By Touch Point Type
16.26.3. By End-user
16.26.4. By Deployment
16.27. PEST Analysis
16.28. Key Trends
16.29. Key Developments

17. Company Profiles
17.1. Market Share Analysis, by Company
17.2. Competition Matrix
17.2.1. Competitive Benchmarking of key players by price, presence, market share, Applications and R&D investment
17.2.2. New Product Launches and Product Enhancements
17.2.3. Market Consolidation
17.2.3.1. M&A by Regions, Investment and Applications
17.2.3.2. M&A Key Players, Forward Integration and Backward
Integration
17.3. Company Profiles: Key Players
17.3.1. Open Text Corporation
17.3.1.1. Company Overview
17.3.1.2. Financial Overview
17.3.1.3. Product Portfolio
17.3.1.4. Business Strategy
17.3.1.5. Recent Developments
17.3.1.6. Manufacturing Footprint
17.3.2. Oracle Corporation
17.3.3. IBM Corporation
17.3.4. Adobe Systems Inc.
17.3.5. Avaya Inc.
17.3.6. Tech Mahindra
17.3.7. CA Technologies, Inc.
17.3.8. Nokia Networks
17.3.9. SAP SE
17.3.10. SAS Institute, Inc.
17.3.11. Zendesk
17.3.12. MaritzCX
17.3.13. Chime Technologies Inc
17.3.14. Clarabridge
17.3.15. FreshworksInc
17.3.16. Medallia
17.3.17. Qualtrics
17.3.18. Verint System Inc
17.3.19. Genesys

18. Primary Key Insights
  • INQUIRE BEFORE BUYING