Report Description

Global customer experience management market is expected to grow at an impressive rate during the forecast period. The global customer experience management market is driven by the growing need to enhance customer experience and improve the customer satisfaction levels. Additionally, increasing deployment of advanced technologies such as AI, big data analytics solution, IoT, Cloud Computing, Machine Learning, among others to provide better, more reliable and efficient customer services which can reduce customer churn rates are further expected to propel the market through 2027. Furthermore, increasing investments, R&D and new product launches by the major vendors operating in the market is expected to create lucrative opportunities for the market growth over the next few years. However, lack of awareness pertaining to the availability of such technologies can hamper the market growth. Besides, high cost coupled with reluctance among consumers in choosing the appropriate technology can further impede the market growth during the forecast period.

The global customer experience management market is segmented based on component, deployment mode, touch point, organization size, end user industry, company, and region. Based on deployment mode, the market can be bifurcated into on-premises and cloud. The cloud segment is expected to dominate the market on account of the flexibility, scalability, 24/7 availability, large storage space, among others associated with cloud. Based on touch point, the market can be categorized into social media, branches/stores, the web, call centers, company website, email, mobile and others. The mobile segment is expected to register significant growth in the market through 2027. This can be ascribed to the rising use of mobile phones among the consumers, increasing number of mobile applications and growth in mobile marketing.

Regionally, the customer experience management market has been segmented into various regions including Asia-Pacific, North America, South America, Europe, and Middle East & Africa. Among these regions, North America is expected dominate the overall customer experience management market owing to the early adoption of technologies in the region.

The major players operating in the customer experience management market Adobe Systems, Inc., Oracle Corporation, SAP SE, IBM Corporation, Avaya Inc., NICE Systems, Nokia, OpenText, Tech Mahindra, Verint Systems, and others. Major companies are developing advanced technologies and launching new services to stay competitive in the market. Other competitive strategies include mergers & acquisitions and new service developments. For instance, In March 2021, Oracle partnered with TWINSET, an Italian Clothing Brand, for providing the company with Oracle Retail’s modern point-of-service (POS) technology. This technology enhances customer experience at TWINSET stores by providing all transactional details to the in-store staff thus helping them suggest customers necessary styling and information related to the latest merchandise and more.

Objective of the Study:

  • To analyze and estimate the market size of global customer experience management market from 2017 to 2020.
  • To estimate and forecast the market size of global customer experience management market from 2021 to 2027 and growth rate until 2027.
  • To classify and forecast global customer experience management market based on component, deployment mode, touch point, organization size, end user industry, company and regional distribution.
  • To identify dominant region or segment in the global customer experience management market.
  • To identify drivers and challenges for global customer experience management market.
  • To examine competitive developments such as expansions, new product launches, mergers & acquisitions, etc., in global customer experience management market.
  • To identify and analyze the profile of leading players operating in global customer experience management market.
  • To identify key sustainable strategies adopted by market players in global customer experience management market.


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TechSci Research performed both primary as well as exhaustive secondary research for this study. Initially, TechSci Research sourced a list of service providers across the globe. Subsequently, TechSci Research conducted primary research surveys with the identified companies. While interviewing, the respondents were also enquired about their competitors. Through this technique, TechSci Research could include the service providers which could not be identified due to the limitations of secondary research. TechSci Research analyzed the service providers, distribution channels and presence of all major players across the globe.

TechSci Research calculated the market size of global customer experience management market using a bottom-up approach, wherein data for various end-user segments was recorded and forecast for the future years. TechSci Research sourced these values from the industry experts and company representatives and externally validated through analyzing historical data of these product types and applications for getting an appropriate, overall market size. Various secondary sources such as company websites, news articles, press releases, company annual reports, investor presentations and financial reports were also studied by TechSci Research. 

Key Target Audience:

  • Customer experience management service provider companies
  • Market research and consulting firms
  • Government bodies such as regulating authorities and policy makers
  • Organizations, forums and alliances related to customer experience management

The study is useful in providing answers to several critical questions that are important for the industry stakeholders such as service providers, suppliers and partners, end users, etc., besides allowing them in strategizing investments and capitalizing on market opportunities.

Attribute

Details

Base Year

2021

Historical Years

2017 – 2020

Estimated Year

2022

Forecast Period

2023 – 2027

Quantitative Units

Revenue in USD Million, Volume in Units, and CAGR for 2017-2021 and 2022-2027

Report Coverage

Revenue forecast, volume forecast, company share, competitive landscape, growth factors, and trends

Segments Covered

·         Component

·         Deployment Mode

·         Touch Point

·         Organization Size

·         End User Industry

Regional Scope

North America; Asia Pacific; Europe & CIS; South America; Middle East & Africa

Country Scope

United States; Canada; Mexico; China; India; Japan; Malaysia; Thailand; Indonesia; Vietnam; South Korea; Germany; France; United Kingdom; Spain; Italy; Belgium; Russia; Brazil; Argentina; Colombia; Saudi Arabia; UAE; South Africa; Egypt

Key Companies Profiled

Adobe Systems, Inc., Oracle Corporation, SAP SE, IBM Corporation, Avaya Inc., NICE Systems, Nokia, OpenText, Tech Mahindra, Verint Systems.

Customization Scope

10% free report customization with purchase. Addition or alteration to country, regional & segment scope.

Pricing and Purchase Options

Avail customized purchase options to meet your exact research needs. Explore purchase options

Delivery Format

PDF and Excel through Email (We can also provide the editable version of the report in PPT/Word format on special request)

 

Report Scope:

In this report, global customer experience management market has been segmented into following categories, in addition to the industry trends which have also been detailed below:

  • Global Customer Experience Management Market, By Component:
    • Solution
    • Service
      • Professional
      • Managed
  • Global Customer Experience Management Market, By Deployment Mode:
    • On-Premise
    • Cloud
  • Global Customer Experience Management Market, By Touch Point:
    • Social Media
    • Branches/Stores
    • The Web
    • Call Centers
    • Company Website
    • Email
    • Mobile
    • Others
  • Global Customer Experience Management Market, By Organization Size:
    • Large Enterprises
    • SMEs
  • Global Customer Experience Management Market, By End User Industry:
    • IT & Telecom
    • Automotive
    • Retail
    • BFSI
    • Healthcare
    • Media & Entertainment
    • Others
  • Global Customer Experience Management Market, By Region:
    • North America
      • United States
      • Canada
      • Mexico
    • Europe
      • Germany
      • France
      • United Kingdom
      • Italy
      • Spain
    • Asia-Pacific
      • China
      • Japan
      • India
      • South Korea
      • Australia
    • Middle East & Africa
      • South Africa
      • Saudi Arabia
      • UAE
      • Kuwait
    • South America
      • Brazil
      • Argentina
      • Colombia

Competitive Landscape

Company Profiles: Detailed analysis of the major companies present in global customer experience management market.

Available Customizations:

With the given market data, TechSci Research offers customizations according to a company’s specific needs. The following customization options are available for the report:

Company Information

  • Detailed analysis and profiling of additional market players (up to five).

Global customer experience management market is an upcoming report to be released soon. If you wish an early delivery of this report or want to confirm the date of release, please contact us at [email protected]  

Table of content

1.    Product Overview

2.    Research Methodology

3.    Impact of COVID-19 on Global Customer Experience Management Market

4.    Executive Summary

5.    Voice of Customer

6.    Global Customer Experience Management Market Outlook

6.1.  Market Size & Forecast

6.1.1.     By Value

6.2.  Market Share & Forecast

6.2.1.     By Component (Solution v/s Service)

6.2.1.1.         By Service (Professional v/s Managed)

6.2.2.     By Deployment Mode (On-Premise v/s Cloud)

6.2.3.     By Touch Point (Social Media, Branches/Stores, The Web, Call Centers, Company Website, Email, Mobile, Others)

6.2.4.     By Organization Size (Large Enterprises v/s SMEs)

6.2.5.     By End User Industry (IT & Telecom, Automotive, Retail, BFSI, Healthcare, Media & Entertainment, Others)

6.2.6.     By Company (2021)

6.2.7.     By Region

6.3.  Product Market Map

7.    Asia-Pacific Customer Experience Management Market Outlook

7.1.  Market Size & Forecast          

7.1.1.     By Value

7.2.  Market Share & Forecast

7.2.1.     By Component

7.2.2.     By Deployment Mode

7.2.3.     By Touch Point

7.2.4.     By Organization Size

7.2.5.     By End User Industry

7.2.6.     By Country

7.3.  Asia-Pacific: Country Analysis

7.3.1.     China Customer Experience Management Market Outlook

7.3.1.1.         Market Size & Forecast

7.3.1.1.1.             By Value

7.3.1.2.         Market Share & Forecast

7.3.1.2.1.             By Component

7.3.1.2.2.             By Deployment Mode

7.3.1.2.3.             By Touch Point

7.3.1.2.4.             By Organization Size

7.3.1.2.5.             By End User Industry

7.3.2.     India Customer Experience Management Market Outlook

7.3.2.1.         Market Size & Forecast

7.3.2.1.1.             By Value

7.3.2.2.         Market Share & Forecast

7.3.2.2.1.             By Component

7.3.2.2.2.             By Deployment Mode

7.3.2.2.3.             By Touch Point

7.3.2.2.4.             By Organization Size

7.3.2.2.5.             By End User Industry

7.3.3.     Australia Customer Experience Management Market Outlook

7.3.3.1.         Market Size & Forecast

7.3.3.1.1.             By Value

7.3.3.2.         Market Share & Forecast

7.3.3.2.1.             By Component

7.3.3.2.2.             By Deployment Mode

7.3.3.2.3.             By Touch Point

7.3.3.2.4.             By Organization Size

7.3.3.2.5.             By End User Industry

7.3.4.     Japan Customer Experience Management Market Outlook

7.3.4.1.         Market Size & Forecast

7.3.4.1.1.             By Value

7.3.4.2.         Market Share & Forecast

7.3.4.2.1.             By Component

7.3.4.2.2.             By Deployment Mode

7.3.4.2.3.             By Touch Point

7.3.4.2.4.             By Organization Size

7.3.4.2.5.             By End User Industry

7.3.5.     South Korea Customer Experience Management Market Outlook

7.3.5.1.         Market Size & Forecast

7.3.5.1.1.             By Value

7.3.5.2.         Market Share & Forecast

7.3.5.2.1.             By Component

7.3.5.2.2.             By Deployment Mode

7.3.5.2.3.             By Touch Point

7.3.5.2.4.             By Organization Size

7.3.5.2.5.             By End User Industry

8.    Europe Customer Experience Management Market Outlook

8.1.  Market Size & Forecast          

8.1.1.     By Value

8.2.  Market Share & Forecast

8.2.1.     By Component

8.2.2.     By Deployment Mode

8.2.3.     By Touch Point

8.2.4.     By Organization Size

8.2.5.     By End User Industry

8.2.6.     By Country

8.3.  Europe: Country Analysis

8.3.1.     France Customer Experience Management Market Outlook

8.3.1.1.         Market Size & Forecast

8.3.1.1.1.             By Value

8.3.1.2.         Market Share & Forecast

8.3.1.2.1.             By Component

8.3.1.2.2.             By Deployment Mode

8.3.1.2.3.             By Touch Point

8.3.1.2.4.             By Organization Size

8.3.1.2.5.             By End User Industry

8.3.2.     Germany Customer Experience Management Market Outlook

8.3.2.1.         Market Size & Forecast

8.3.2.1.1.             By Value

8.3.2.2.         Market Share & Forecast

8.3.2.2.1.             By Component

8.3.2.2.2.             By Deployment Mode

8.3.2.2.3.             By Touch Point

8.3.2.2.4.             By Organization Size

8.3.2.2.5.             By End User Industry

8.3.3.     United Kingdom Customer Experience Management Market Outlook

8.3.3.1.         Market Size & Forecast

8.3.3.1.1.             By Value

8.3.3.2.         Market Share & Forecast

8.3.3.2.1.             By Component

8.3.3.2.2.             By Deployment Mode

8.3.3.2.3.             By Touch Point

8.3.3.2.4.             By Organization Size

8.3.3.2.5.             By End User Industry

8.3.4.     Italy Customer Experience Management Market Outlook

8.3.4.1.         Market Size & Forecast

8.3.4.1.1.             By Value

8.3.4.2.         Market Share & Forecast

8.3.4.2.1.             By Component

8.3.4.2.2.             By Deployment Mode

8.3.4.2.3.             By Touch Point

8.3.4.2.4.             By Organization Size

8.3.4.2.5.             By End User Industry

8.3.5.     Spain Customer Experience Management Market Outlook

8.3.5.1.         Market Size & Forecast

8.3.5.1.1.             By Value

8.3.5.2.         Market Share & Forecast

8.3.5.2.1.             By Component

8.3.5.2.2.             By Deployment Mode

8.3.5.2.3.             By Touch Point

8.3.5.2.4.             By Organization Size

8.3.5.2.5.             By End User Industry

9.    North America Customer Experience Management Market Outlook

9.1.  Market Size & Forecast          

9.1.1.     By Value

9.2.  Market Share & Forecast

9.2.1.     By Component

9.2.2.     By Deployment Mode

9.2.3.     By Touch Point

9.2.4.     By Organization Size

9.2.5.     By End User Industry

9.2.6.     By Country

9.3.  North America: Country Analysis

9.3.1.     United States Customer Experience Management Market Outlook

9.3.1.1.         Market Size & Forecast

9.3.1.1.1.             By Value

9.3.1.2.         Market Share & Forecast

9.3.1.2.1.             By Component

9.3.1.2.2.             By Deployment Mode

9.3.1.2.3.             By Touch Point

9.3.1.2.4.             By Organization Size

9.3.1.2.5.             By End User Industry

9.3.2.     Mexico Customer Experience Management Market Outlook

9.3.2.1.         Market Size & Forecast

9.3.2.1.1.             By Value

9.3.2.2.         Market Share & Forecast

9.3.2.2.1.             By Component

9.3.2.2.2.             By Deployment Mode

9.3.2.2.3.             By Touch Point

9.3.2.2.4.             By Organization Size

9.3.2.2.5.             By End User Industry

9.3.3.     Canada Customer Experience Management Market Outlook

9.3.3.1.         Market Size & Forecast

9.3.3.1.1.             By Value

9.3.3.2.         Market Share & Forecast

9.3.3.2.1.             By Component

9.3.3.2.2.             By Deployment Mode

9.3.3.2.3.             By Touch Point

9.3.3.2.4.             By Organization Size

9.3.3.2.5.             By End User Industry

10.  South America Customer Experience Management Market Outlook

10.1.              Market Size & Forecast

10.1.1.  By Value

10.2.              Market Share & Forecast

10.2.1.  By Component

10.2.2.  By Deployment Mode

10.2.3.  By Touch Point

10.2.4.  By Organization Size

10.2.5.  By End User Industry

10.2.6.  By Country

10.3.              South America: Country Analysis

10.3.1.  Brazil Customer Experience Management Market Outlook

10.3.1.1.      Market Size & Forecast

10.3.1.1.1.           By Value

10.3.1.2.      Market Share & Forecast

10.3.1.2.1.           By Component

10.3.1.2.2.           By Deployment Mode

10.3.1.2.3.           By Touch Point

10.3.1.2.4.           By Organization Size

10.3.1.2.5.           By End User Industry

10.3.2.  Argentina Customer Experience Management Market Outlook

10.3.2.1.      Market Size & Forecast

10.3.2.1.1.           By Value

10.3.2.2.      Market Share & Forecast

10.3.2.2.1.           By Component

10.3.2.2.2.           By Deployment Mode

10.3.2.2.3.           By Touch Point

10.3.2.2.4.           By Organization Size

10.3.2.2.5.           By End User Industry

10.3.3.  Colombia Customer Experience Management Market Outlook

10.3.3.1.      Market Size & Forecast

10.3.3.1.1.           By Value

10.3.3.2.      Market Share & Forecast

10.3.3.2.1.           By Component

10.3.3.2.2.           By Deployment Mode

10.3.3.2.3.           By Touch Point

10.3.3.2.4.           By Organization Size

10.3.3.2.5.           By End User Industry

11.  Middle East and Africa Customer Experience Management Market Outlook

11.1.              Market Size & Forecast

11.1.1.  By Value

11.2.              Market Share & Forecast

11.2.1.  By Component

11.2.2.  By Deployment Mode

11.2.3.  By Touch Point

11.2.4.  By Organization Size

11.2.5.  By End User Industry

11.2.6.  By Country

11.3.              MEA: Country Analysis

11.3.1.  South Africa Customer Experience Management Market Outlook

11.3.1.1.      Market Size & Forecast

11.3.1.1.1.           By Value

11.3.1.2.      Market Share & Forecast

11.3.1.2.1.           By Component

11.3.1.2.2.           By Deployment Mode

11.3.1.2.3.           By Touch Point

11.3.1.2.4.           By Organization Size

11.3.1.2.5.           By End User Industry

11.3.2.  Saudi Arabia Customer Experience Management Market Outlook

11.3.2.1.      Market Size & Forecast

11.3.2.1.1.           By Value

11.3.2.2.      Market Share & Forecast

11.3.2.2.1.           By Component

11.3.2.2.2.           By Deployment Mode

11.3.2.2.3.           By Touch Point

11.3.2.2.4.           By Organization Size

11.3.2.2.5.           By End User Industry

11.3.3.  UAE Customer Experience Management Market Outlook

11.3.3.1.      Market Size & Forecast

11.3.3.1.1.           By Value

11.3.3.2.      Market Share & Forecast

11.3.3.2.1.           By Component

11.3.3.2.2.           By Deployment Mode

11.3.3.2.3.           By Touch Point

11.3.3.2.4.           By Organization Size

11.3.3.2.5.           By End User Industry

11.3.4.  Kuwait Customer Experience Management Market Outlook

11.3.4.1.      Market Size & Forecast

11.3.4.1.1.           By Value

11.3.4.2.      Market Share & Forecast

11.3.4.2.1.           By Component

11.3.4.2.2.           By Deployment Mode

11.3.4.2.3.           By Touch Point

11.3.4.2.4.           By Organization Size

11.3.4.2.5.           By End User Industry

12.  Market Dynamics

12.1.              Drivers

12.2.              Challenges

13.  Market Trends & Developments

14.  Competitive Landscape

14.1.              Adobe Systems, Inc.

14.2.              Oracle Corporation

14.3.              SAP SE

14.4.              IBM Corporation

14.5.              Avaya Inc.

14.6.              NICE Systems

14.7.              Nokia

14.8.              OpenText

14.9.              Tech Mahindra

14.10.            Verint Systems

 15. Strategic Recommendations

Figures and Tables

Frequently asked questions

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Adobe Systems, Inc., Oracle Corporation, SAP SE, IBM Corporation, Avaya Inc., NICE Systems, Nokia, OpenText, Tech Mahindra, Verint Systems are the major market players operating in the global customer experience management market.

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Based on regional market segmentation, the market is divided among the North American region, European region, Asia-Pacific region, South American region, and the Middle East & African region. The North America region is expected to hold the largest market share in the forecast period due to the rapid adoption of advanced technologies by organizations to enhance the consumer experience.

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Based on touch point, the market is divided into social media, branches/stores, the web, call centers, company website, email, mobile, and others. The mobile segment is expected to dominate the market due to growing internet penetration, the proliferation of smart devices, and growing mobile marketing.

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Lack of awareness about the benefits of using customer experience management and high cost of system may hinder the growth of the global customer experience management market.

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Sakshi Bajaal

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