市場調查報告書

客戶經驗管理的全球市場:市場機會分析及未來預測

Customer Experience Management Market Size study, by Touch Point Type, By End-Use and Regional Forecasts 2019-2026

出版商 Bizwit Research & Consulting LLP 商品編碼 917268
出版日期 內容資訊 英文
商品交期: 2-3個工作天內
價格
客戶經驗管理的全球市場:市場機會分析及未來預測 Customer Experience Management Market Size study, by Touch Point Type, By End-Use and Regional Forecasts 2019-2026
出版日期: 2019年11月18日內容資訊: 英文
簡介

本報告提供客戶經驗管理的世界市場調查,市場概要,各類型、終端用戶、地區的市場趨勢,市場規模的變化與預測,市場促進、阻礙因素以及市場機會分析,競爭情形,主要企業的簡介等全面性資訊。

目錄

第1章 摘要整理

  • 市場概述
  • 全球的及市場區隔的市場預測,2017年-2026年(10億美元)
    • 各地區
    • 各接觸點
    • 各終端用戶
  • 主要的趨勢
  • 預測方法
  • 調查的前提條件

第2章 市場定義和範圍

  • 調查的目的
  • 市場定義和範圍
    • 調查範圍
    • 產業的演進
  • 調查期間
  • 貨幣換算比率

第3章 市場動態

  • 市場影響分析(2018-2026)
    • 成長要素
    • 市場課題
    • 市場機會

第4章 市場產業分析

  • 五力分析模型
    • 供應商談判力
    • 買方議價能力
    • 新加入廠商的威脅
    • 替代品的威脅
    • 競爭企業
    • 對五力分析模型的未來方法(2016-2026)
  • PEST分析
    • 政治方案
    • 經濟方案
    • 社會方案
    • 技術方案
  • 投資採用模式
  • 分析師的推薦和結論

第5章 客戶經驗管理市場:各接觸點

  • 市場概述
  • 接觸點類型,效能-潛在性分析
  • 市場估計值及預測,2016年-2026年(10億美元)
  • 子區隔分析
    • 商店/分店
    • 客服中心
    • 社群媒體
    • 電子郵件
    • 行動
    • 網路服務
    • 其他

第6章 客戶經驗管理市場:各終端用戶

  • 市場概述
  • 最終用途,效能-潛在性分析
  • 市場估計值及預測,2016年-2026年(10億美元)
  • 子區隔分析
    • 通訊、IT
    • 公共機關
    • 能源、公益
    • 零售
    • 製造
    • 醫療
    • 銀行,金融服務,保險

第7章 客戶經驗管理市場:地區分析

  • 地區市場概述
  • 北美
    • 美國
    • 加拿大
  • 歐洲
    • 英國
    • 其他
  • 亞太地區
    • 中國
    • 印度
    • 日本
    • 亞太地區
  • 中南美
    • 巴西
    • 墨西哥
  • 其他

第8章 競爭情形

  • 首位市場策略
  • 企業簡介
    • Adobe System Inc.
    • Adobe System Inc.
    • Avaya, Inc.
    • CA Technologies
    • Chime Technologies Inc
    • Clarabridge
    • Freshworks Inc.
    • Genesys
    • IBM Corp.
    • Nokia Networks
    • Oracle Corp.
    • SAP SE
    • SDL Plc

第9章 調查方法

  • 調查方法
    • 資料探勘
    • 分析
    • 市場預測
    • 檢驗
    • 出版
  • 調查屬性
  • 調查的前提條件
目錄

Customer Experience Management Market is valued approximately USD 6.9 billion in 2018 and is anticipated to grow with a healthy growth rate of more than 13.3% over the forecast period 2019-2026. The customer experience management allows the customer to interact with the company through various touch points to create differentiated experiences. The growing traction of customer experience management among various companies owing to increasing advancement in cloud-based customer experience management. The customer experience management enables various organizations to retain their customer base by offering enhanced customer experience across various channels. Further, the customer experience management enables the organization to strengthen their brand presence, increase customer loyalty along with reducing customer churn. Moreover, the rising demand for big data analytics has enables the growth of the market segment. The customer experience management provides the real-time tracking of the customers along with their behavior.

The regional analysis of Customer Experience Management market is considered for the key regions such as Asia Pacific, North America, Europe, Latin America and Rest of the World. North America is expected to register significant growth over the forecast period owing to the rising demand across various industry verticals such as BFSI, telecom, IT & telecom and healthcare industry. The integration of AI and data analytics along with increased digital growth in customer experience management software has accelerated the growth of the region. For instance, In May 2019, Medallia Inc., customer experience management service provider, has announced to acquire Strikedeck, an advanced platform enabling companies to drive customer success (CS). The acquisition provides the company to expand its product portfolio in B2B customer experience management. The companies will provide information such as renewals of account, product adoption and usage, subscriptions, billing along with many other information to the client.

Table of Contents

Chapter 1. Executive Summary

  • 1.1. Market Snapshot
  • 1.2. Global & Segmental Market Estimates & Forecasts, 2017-2026 (USD Billion)
    • 1.2.1. Customer Experience Management Market, by Region, 2017-2026 (USD Billion)
    • 1.2.2. Customer Experience Management Market, by Touch Point Type, 2017-2026 (USD Billion)
    • 1.2.3. Customer Experience Management Market, by End-Use, 2017-2026 (USD Billion)
  • 1.3. Key Trends
  • 1.4. Estimation Methodology
  • 1.5. Research Assumption

Chapter 2. Customer Experience Management Market Definition and Scope

  • 2.1. Objective of the Study
  • 2.2. Market Definition & Scope
    • 2.2.1. Scope of the Study
    • 2.2.2. Industry Evolution
  • 2.3. Years Considered for the Study
  • 2.4. Currency Conversion Rates

Chapter 3. Customer Experience Management Market Dynamics

  • 3.1. Customer Experience Management Market Impact Analysis (2018-2026)
    • 3.1.1. Market Drivers
    • 3.1.2. Market Challenges
    • 3.1.3. Market Opportunities

Chapter 4. Customer Experience Management Market Industry Analysis

  • 4.1. Porter's 5 Force Model
    • 4.1.1. Bargaining Power of Suppliers
    • 4.1.2. Bargaining Power of Buyers
    • 4.1.3. Threat of New Entrants
    • 4.1.4. Threat of Substitutes
    • 4.1.5. Competitive Rivalry
    • 4.1.6. Futuristic Approach to Porter's 5 Force Model (2016-2026)
  • 4.2. PEST Analysis
    • 4.2.1. Political
    • 4.2.2. Economical
    • 4.2.3. Social
    • 4.2.4. Technological
  • 4.3. Investment Adoption Model
  • 4.4. Analyst Recommendation & Conclusion

Chapter 5. Customer Experience Management Market, by Touch Point Type

  • 5.1. Market Snapshot
  • 5.2. Customer Experience Management Market by Touch Point Type, Performance - Potential Analysis
  • 5.3. Customer Experience Management Market Estimates & Forecasts by Touch Point Type 2016-2026 (USD Billion)
  • 5.4. Customer Experience Management Market, Sub Segment Analysis
    • 5.4.1. Store/Branch
    • 5.4.2. Call centre
    • 5.4.3. Social media
    • 5.4.4. E-mail
    • 5.4.5. Mobile
    • 5.4.6. Web services
    • 5.4.7. Others

Chapter 6. Customer Experience Management Market, by End-Use

  • 6.1. Market Snapshot
  • 6.2. Customer Experience Management Market by End-Use, Performance - Potential Analysis
  • 6.3. Customer Experience Management Market Estimates & Forecasts by End-Use 2016-2026 (USD Billion)
  • 6.4. Customer Experience Management Market, Sub Segment Analysis
    • 6.4.1. Telecom & IT
    • 6.4.2. Public sector
    • 6.4.3. Energy and utilities
    • 6.4.4. Retail
    • 6.4.5. Manufacturing
    • 6.4.6. Healthcare
    • 6.4.7. BFSI

Chapter 7. Customer Experience Management Market, Regional Analysis

  • 7.1. Customer Experience Management Market, Regional Market Snapshot
  • 7.2. North America Customer Experience Management Market
    • 7.2.1. U.S. Customer Experience Management Market
      • 7.2.1.1. Touch Point Type breakdown estimates & forecasts, 2016-2026
      • 7.2.1.2. End-Use breakdown estimates & forecasts, 2016-2026
    • 7.2.2. Canada Customer Experience Management Market
  • 7.3. Europe Customer Experience Management Market Snapshot
    • 7.3.1. U.K. Customer Experience Management Market
    • 7.3.2. Rest of Europe Customer Experience Management Market
  • 7.4. Asia-Pacific Customer Experience Management Market Snapshot
    • 7.4.1. China Customer Experience Management Market
    • 7.4.2. India Customer Experience Management Market
    • 7.4.3. Japan Customer Experience Management Market
    • 7.4.4. Rest of Asia Pacific Customer Experience Management Market
  • 7.5. Latin America Customer Experience Management Market Snapshot
    • 7.5.1. Brazil Customer Experience Management Market
    • 7.5.2. Mexico Customer Experience Management Market
  • 7.6. Rest of The World Customer Experience Management Market

Chapter 8. Competitive Intelligence

  • 8.1. Top Market Strategies
  • 8.2. Company Profiles
    • 8.2.1. Adobe System Inc.
      • 8.2.1.1. Key Information
      • 8.2.1.2. Overview
      • 8.2.1.3. Financial (Subject to Data Availability)
      • 8.2.1.4. Touch Point Summary
      • 8.2.1.5. Recent Developments
    • 8.2.2. Adobe System Inc.
    • 8.2.3. Avaya, Inc.
    • 8.2.4. CA Technologies
    • 8.2.5. Chime Technologies Inc
    • 8.2.6. Clarabridge
    • 8.2.7. Freshworks Inc.
    • 8.2.8. Genesys
    • 8.2.9. IBM Corp.
    • 8.2.10. Nokia Networks
    • 8.2.11. Oracle Corp.
    • 8.2.12. SAP SE
    • 8.2.13. SDL Plc

Chapter 9. Research Process

  • 9.1. Research Process
    • 9.1.1. Data Mining
    • 9.1.2. Analysis
    • 9.1.3. Market Estimation
    • 9.1.4. Validation
    • 9.1.5. Publishing
  • 9.2. Research Attributes
  • 9.3. Research Assumption

List of Tables

  • TABLE 1. LIST OF SECONDARY SOURCES, USED IN THE STUDY OF CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • TABLE 2. LIST OF PRIMARY SOURCES, USED IN THE STUDY OF CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • TABLE 3. CUSTOMER EXPERIENCE MANAGEMENT MARKET, REPORT SCOPE
  • TABLE 4. YEARS CONSIDERED FOR THE STUDY
  • TABLE 5. EXCHANGE RATES CONSIDERED
  • TABLE 6. CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY REGION 2016-2026 (USD BILLION)
  • TABLE 7. CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY TOUCH POINT TYPE 2016-2026 (USD BILLION)
  • TABLE 8. CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY END-USE 2016-2026 (USD BILLION)
  • TABLE 9. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 10. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY REGION, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 11. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 12. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY REGION, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 13. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 14. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY REGION, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 15. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 16. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY REGION, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 17. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 18. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY REGION, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 19. U.S. CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 20. U.S. CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 21. U.S. CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 22. CANADA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 23. CANADA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 24. CANADA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 25. UK CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 26. UK CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 27. UK CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 28. GERMANY CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 29. GERMANY CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 30. GERMANY CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 31. ROE CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 32. ROE CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 33. ROE CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 34. CHINA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 35. CHINA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 36. CHINA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 37. INDIA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 38. INDIA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 39. INDIA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 40. JAPAN CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 41. JAPAN CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 42. JAPAN CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 43. ROAPAC CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 44. ROAPAC CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 45. ROAPAC CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 46. BRAZIL CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 47. BRAZIL CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 48. BRAZIL CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 49. MEXICO CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 50. MEXICO CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 51. MEXICO CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 52. ROLA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 53. ROLA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 54. ROLA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 55. ROW CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
  • TABLE 56. ROW CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
  • TABLE 57. ROW CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)

List of Figures

  • FIG 1. CUSTOMER EXPERIENCE MANAGEMENT MARKET, RESEARCH METHODOLOGY
  • FIG 2. CUSTOMER EXPERIENCE MANAGEMENT MARKET, MARKET ESTIMATION TECHNIQUES
  • FIG 3. GLOBAL MARKET SIZE ESTIMATES & FORECAST METHODS
  • FIG 4. CUSTOMER EXPERIENCE MANAGEMENT MARKET, KEY TRENDS 2018
  • FIG 5. CUSTOMER EXPERIENCE MANAGEMENT MARKET, GROWTH PROSPECTS 2019-2026
  • FIG 6. CUSTOMER EXPERIENCE MANAGEMENT MARKET, PORTERS 5 FORCE MODEL
  • FIG 7. CUSTOMER EXPERIENCE MANAGEMENT MARKET, PEST ANALYSIS
  • FIG 8. CUSTOMER EXPERIENCE MANAGEMENT MARKET, VALUE CHAIN ANALYSIS
  • FIG 9. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, 2016 & 2026 (USD BILLION)
  • FIG 10. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, 2016 & 2026 (USD BILLION)
  • FIG 11. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, 2016 & 2026 (USD BILLION)
  • FIG 12. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, 2016 & 2026 (USD BILLION)
  • FIG 13. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, 2016 & 2026 (USD BILLION)
  • FIG 14. CUSTOMER EXPERIENCE MANAGEMENT MARKET, REGIONAL SNAPSHOT 2016 & 2026
  • FIG 15. NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET 2016 & 2026 (USD BILLION)
  • FIG 16. EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET 2016 & 2026 (USD BILLION)
  • FIG 17. ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET 2016 & 2026 (USD BILLION)
  • FIG 18. LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET 2016 & 2026 (USD BILLION)
  • FIG 19. CUSTOMER EXPERIENCE MANAGEMENT MARKET, COMPANY MARKET SHARE ANALYSIS (2018)