Global Customer Experience Management Market: Industry Analysis and Forecast (2021-2027) by Analytical Tool, Touch Point Type, End-User, and Region

Global Customer Experience Management Market size was valued at US$ 8.46 Bn. in 2020 and the total revenue is expected to grow at a CAGR of 12.3% through 2021 to 2027, reaching nearly US$ 19.06 Bn.

Global 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. Global Customer Experience Management MarketTo know about the Research Methodology :- Request Free Sample Report Though market forecasting through 2027 is based on real output, demand and supply of 2020, 2020 numbers are also estimated on real numbers published by key players as well all important players across the world. Market forecasting till 2027 is done based on past data from 2016 to 2019 with the impact of global lock down on the market in 2020 and 2021.

Global 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.

Global 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 2027. 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 2021-2027. Global Customer Experience Management Market by Analytical Based on the TouchPoint 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 2021-2027. 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 2021-2027. Global Customer Experience Management Market by Touch Point Based 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 2021-2027. 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 2021-2027.

Global Customer Experience Management Market Regional Insights:

North America dominates the Global Customer Experience Management market during the forecast period 2021-2027. North America is expected to hold the largest market shares of xx% by 2027. 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 2021-2027. Asia Pacific is expected to grow rapidly at a CAGR of xx% during the forecast period 2021-2027. 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.

Global Customer Experience Management Market Scope: Inquire before buying

Global Customer Experience Management Market
Report Coverage Details
Base Year: 2020 Forecast Period: 2021-2027
Historical Data: 2016 to 2020 Market Size in 2020: US $ 8.46 Bn.
Forecast Period 2021 to 2027 CAGR: 12.3% Market Size in 2027: US $ 19.06 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

Global Customer Experience Management Market, by Region

• North America • Europe • Asia Pacific • South America • Middle East and Africa

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 • 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 2027? Ans. Text Analytics segment hold the largest market share in the Global Customer Experience Management market by 2027. 5] What is the market size of the Global Customer Experience Management market by 2027? Ans. The market size of the Global Customer Experience Management market is US $ 19.03 Bn. by 2027. 6] What was the market size of the Global Customer Experience Management market in 2020? Ans. The market size of the Global Customer Experience Management market was worth US $8.46 Bn. in 2020.

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 2021
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