Global Customer Experience Management Market – Industry Analysis and Forecast (2019-2026) – By Analytical Tool, Touch Point Type, End-User, Deployment and Geography

Global Customer Experience Management Market was valued at US$ 5.95 Bn in 2019 and is expected to reach US$ 31.04 Bn by 2026, at a CAGR of 22.94% during a forecast period.

The report includes the analysis of the impact of COVID-19 lockdown on the revenue of market leaders, followers, and disruptors. Since the lockdown was implemented differently in various regions and countries; the impact of the same is also seen differently by regions and segments. The report has covered the current short-term and long-term impact on the market, and it would help the decision-makers to prepare the outline and strategies for companies by region.
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Global Customer Experience Management Market Dynamics

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. To tolerate the cutthroat competition, many companies are introducing this solution, which is estimated to boost the global customer experience management market growth. However, high cost, choosing the right technology, and consistency across several verticals are impeding the growth of the customer experience management market.

Global Customer Experience Management Market Segment Analysis

Demand for text analytics is expected to remain high throughout the forecast period. An extensive number of organizations are using text analysis tools to analyze unstructured data, such as customer feedback, complaints. The call centre segment is projected to be the largest market share of the customer experience management market. Call centres serve as significant business differentiators whereby customers interact with customer care managers about their product usage experience and provide first-hand experience.

Global Customer Experience Management Market regional insights

North America is projected to lead the customer experience management market. Rising the number of mobile users and growing the demand for customer experience management solutions by industries are driving the growth of North America. The Asia Pacific is expected to the most promising destination for customer experience management vendors during the forecast period.

Global Customer Experience Management Market, Key Highlights:

• Global Customer Experience Management Market analysis and forecast, in terms of value. • Comprehensive study and analysis of market drivers, restraints and opportunities influencing the growth of the Global Customer Experience Management Market • Global Customer Experience Management Market segmentation on the basis of type, source, end-user, and region (country-wise) has been provided. • Global Customer Experience Management Market strategic analysis with respect to individual growth trends, future prospects along with the contribution of various sub-market stakeholders have been considered under the scope of study. • Global Customer Experience Management Market analysis and forecast for five major regions namely North America, Europe, Asia Pacific, the Middle East & Africa (MEA) and Latin America along with country-wise segmentation. • Profiles of key industry players, their strategic perspective, market positioning and analysis of core competencies are further profiled. • Competitive developments, investments, strategic expansion and competitive landscape of the key players operating in the Global Customer Experience Management Market are also profiled

Scope of the Global Customer Experience Management Market: Inquire before buying

Global Customer Experience Management Market by Analytical Tool

• Enterprise Feedback Management (EFM) software • Speech analytics • Text analytics • Web analytics • Others

Global Customer Experience Management Market by TouchPoint Type

• Stores/ branch • Call Centers • Social Media • Email • Mobile • Web services • Others

Global Customer Experience Management Market by End-User

• BFSI • Retail • Healthcare • IT & Telecom • Manufacturing • Government • Energy & utilities • Others

Global Customer Experience Management Market by Geography

• North America • Europe • Asia-Pacific • Middle East & Africa • South America

Global Customer Experience Management Market Key Players

• Open Text Corporation • Oracle Corporation • IBM Corporation • Adobe Systems Inc. • Avaya Inc. • Tech Mahindra • CA Technologies, Inc. • Nokia Networks • Sprinklr • Teradata Corporation • Sitecore • SAP SE • SAS Institute, Inc. • Zendesk • MaritzCX

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

About This Report

Report ID 23402
Category Information Technology & Telecommunication
Published Date Jan 2019
Updated Date Oct 2020
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