Product Code: GVR-2-68038-502-1
Customer Experience Management Market Growth & Trends:
The global customer experience management market size is expected to reach USD 32.87 billion by 2030 and expand at a significant CAGR of 15.4% from 2023 to 2030 according to the new report by Grand View Research. Customer experience management solutions are gaining widespread popularity in diverse industries. As businesses become more customer-centric, the customer experience management (CEM) market is expected to witness rapid growth in the forecast period. Ongoing trends such as hyper-personalization of customer service, the use of AI and automation, and various customer value models are the key attributes propelling the growth of the segment. Moreover, implementing robust social media customer service can help reduce costs, increase response times, improve customer satisfaction, and increase the adoption of customer experience management platforms across industries.
As working from home becomes more common and is facilitated by video conferencing, digital transformation of the employee experience will be critical for growth. Remote working frequently leads to higher Employee Satisfaction (E-SAT), which leads to higher overall Customer Satisfaction (C-SAT). A remote workforce allows an organization to hire the best talent from all over the world, which improves both the local and global customer experiences. Organizations that want to keep their customer experience scope onshore/nearshore could benefit from a right-shored work-at-home model rather than an offshore-only model. These developments would further drive the growth of the customer experience management market during the forecast period.
Organizations have implemented new business models in order to broaden their customer reach and improve the end-user experience. Organizations are also working to improve their ability to adapt to changing customer expectations as well as market conditions. Several industries and industry verticals are expanding their customer reach by utilizing various e-commerce models such as e-retail, direct-to-customer (D2C), marketplace, and social commerce. For instance, Oracle Corporation, a software company, provides Oracle Commerce, a unified B2C, and B2B e-commerce platform. The solution uses interactive dashboards and data visualizations and takes real-time insights from every customer engagement.
Customer Experience Management Market Report Highlights:
- The speech analytics segment is about to witness a significant CAGR of 17.0% during the forecast period. Through the calls, they assist enterprises in identifying areas of trends, opportunities, and concerns. Speech analytics tools in contact centers help improve agent performance, monitor compliance, streamline business processes, improve first-call resolution, and improve customer experience.
- The mobile touchpoint segment is anticipated to expand at a CAGR of 17.2% over the forecast period. The segment's expansion can be attributed to the increased use of smartphones, which enables businesses to develop mobile marketing strategies. Furthermore, mobile CEM solutions enable mobile carriers to participate in the development of long-term customer relationships through customer-initiated requests.
- The cloud segment is anticipated to expand at a CAGR of 17.5% over the forecast period. The cloud deployment model enables enterprises to purchase only the features, added applications, or an updated version of the software based on the pay-as-you-go subscription model. Owing to these benefits, large enterprises are gradually investing in CEM software and collaborating with technology providers for digital transformation.
- The BFSI segment is anticipated to register the highest CAGR of 16.7% over the forecast period. The segment growth can be attributed to the increasing adoption of cloud-based deployment models and investments in advanced technologies to offer digital finance management assistance.
- Asia Pacific is expected to register the highest CAGR of 17.1% over the forecast period. With a significant presence of call centers, an increasing trend of social media marketing, and a growing emphasis on customer satisfaction across industries and sectors, the regional market is expected to grow.
Table of Contents
Chapter 1 Methodology and Scope
- 1.1 Research Methodology
- 1.2 Research Scope and Assumptions
- 1.2.1 Purchased Database
- 1.2.2 GVR's Internal Database
- 1.2.3 List of secondary sources
- 1.2.4 Primary Research
- 1.3 List of Data Sources
- 1.4 Market Formulation & Publishing
- 1.5 Data Validation & Publishing
- 1.6 List of Abbreviations
Chapter 2 Executive Summary
- 2.1 Customer Experience Management Market - Industry Snapshot & Key Buying Criteria, 2018 - 2030
- 2.2 Global Customer Experience Management Market, 2018 - 2030 (USD Million)
- 2.2.1 Global customer experience management market, by region, 2018 - 2030
- 2.2.2 Global customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 2.2.3 Global customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 2.2.4 Global customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 2.2.5 Global customer experience management market, by end-use, 2018 - 2030 (USD Million)
Chapter 3 Customer Experience Management (CEM) Industry Outlook
- 3.1 Market Segmentation and Scope
- 3.2 Market Size and Growth Prospects
- 3.3 Customer Experience Management (CEM) Market - Value Chain Analysis
- 3.4 Customer Experience Management Market - Market Dynamics
- 3.4.1 Market driver analysis
- 3.4.2 Market restraint analysis
- 3.5 Customer Experience Management (CEM) Market - Porter's Five Forces Analysis
- 3.6 Customer Experience Management (CEM) Market - PESTEL Analysis
- 3.7 Customer Relationship Management Market - COVID-19 Impact Analysis
Chapter 4 Customer Experience Management Analytical Tools Outlook
- 4.1 Customer Experience Management Market Share By Analytical Tools, 2022 & 2030
- 4.2 Enterprise Feedback Management (EFM) Software
- 4.2.1 CEM market for EFM software, by region, 2018 - 2030 (USD Million)
- 4.3 Speech Analytics
- 4.3.1 CEM market for speech analytics, by region, 2018 - 2030 (USD Million)
- 4.4 Text Analytics
- 4.4.1 CEM market for text analytics, by region, 2018 - 2030 (USD Million)
- 4.5 Web Analytics & Content Management
- 4.5.1 CEM market for web analytics & content management, by region, 2018 - 2030 (USD Million)
- 4.6 Others
- 4.6.1 Other CEM analytical tools market, by region, 2018 - 2030 (USD Million)
Chapter 5 Customer Experience Management Touch Point Type Outlook
- 5.1 Customer Experience Management Market Share By Touch Point Type, 2022 & 2030
- 5.2 Stores/Branches
- 5.2.1 Stores/branches CEM market, by region, 2018 - 2030 (USD Million)
- 5.3 Call Centers
- 5.3.1 Call Centers CEM market, by region, 2018 - 2030 (USD Million)
- 5.4 Social Media Platform
- 5.4.1 Social media platform CEM market, by region, 2018 - 2030 (USD Million)
- 5.5 Email
- 5.5.1 Email CEM market, by region, 2018 - 2030 (USD Million)
- 5.6 Mobile
- 5.6.1 Mobile CEM market, by region, 2018 - 2030 (USD Million)
- 5.7 Web Services
- 5.7.1 Web services CEM market, by region, 2018 - 2030 (USD Million)
- 5.8 Others
- 5.8.1 CEM market for other touchpoints, by region, 2018 - 2030 (USD Million)
Chapter 6 Customer Experience Management Deployment Outlook
- 6.1 Customer Experience Management Market Share By Deployment, 2022 & 2030
- 6.2 Cloud
- 6.2.1 Cloud CEM market, by region, 2018 - 2030 (USD Million)
- 6.3 On-premise
- 6.3.1 On-premise CEM market, by region, 2018 - 2030 (USD Million)
Chapter 7 Customer Experience Management End-use Outlook
- 7.1 Customer Experience Management Market Share By end-use, 2022 & 2030
- 7.2 BFSI
- 7.2.1 CEM market in BFSI, by region, 2018 - 2030 (USD Million)
- 7.3 Retail
- 7.3.1 CEM market in retail, by region, 2018 - 2030 (USD Million)
- 7.4 Healthcare
- 7.4.1 CEM market in healthcare, by region, 2018 - 2030 (USD Million)
- 7.5 IT & Telecom
- 7.5.1 CEM market in IT & telecom, by region, 2018 - 2030 (USD Million)
- 7.6 Manufacturing
- 7.6.1 CEM market in manufacturing, by region, 2018 - 2030 (USD Million)
- 7.7 Government, Energy & Utilities
- 7.7.1 CEM market in government, energy & utilities, by region, 2018 - 2030 (USD Million)
- 7.8 Construction, Real Estate & Property Management
- 7.8.1 CEM market in construction, real estate & property management, by region, 2018 - 2030 (USD Million)
- 7.9 Service Business
- 7.9.1 CEM market in service business, 2018 - 2030 (USD Million)
- 7.10 Others
- 7.10.1 CEM market in other end-use, 2018 - 2030 (USD Million)
Chapter 8 Customer Experience Management Regional Outlook
- 8.1 Customer Experience Management Market Share by Region, 2022 & 2030
- 8.2 North America
- 8.2.1 North America customer experience management market, 2018 - 2030 (USD Million)
- 8.2.2 North America customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.2.3 North America customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.2.4 North America customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.2.5 North America customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.2.6 U.S.
- 8.2.6.1 U.S. customer experience management market, 2018 - 2030 (USD Million)
- 8.2.6.2 U.S. customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.2.6.3 U.S. customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.2.6.4 U.S. customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.2.6.5 U.S. customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.2.7 Canada
- 8.2.7.1 Canada customer experience management market, 2018 - 2030 (USD Million)
- 8.2.7.2 Canada customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.2.7.3 Canada customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.2.7.4 Canada customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.2.7.5 Canada customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.3 Europe
- 8.3.1 Europe customer experience management market, 2018 - 2030 (USD Million)
- 8.3.2 Europe customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.3.3 Europe customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.3.4 Europe customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.3.5 Europe customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.3.6 Germany
- 8.3.6.1 Germany customer experience management market, 2018 - 2030 (USD Million)
- 8.3.6.2 Germany customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.3.6.3 Germany customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.3.6.4 Germany customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.3.6.5 Germany customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.3.7 France
- 8.3.7.1 France customer experience management market, 2018 - 2030 (USD Million)
- 8.3.7.2 France customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.3.7.3 France customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.3.7.4 France customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.3.7.5 France customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.3.8 U.K.
- 8.3.8.1 U.K. customer experience management market, 2018 - 2030 (USD Million)
- 8.3.8.2 U.K. customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.3.8.3 U.K. customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.3.8.4 U.K. customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.3.8.5 U.K. customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.3.9 Italy
- 8.3.9.1 Italy customer experience management market, 2018 - 2030 (USD Million)
- 8.3.9.2 Italy customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.3.9.3 Italy customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.3.9.4 Italy customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.3.9.5 Italy customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.3.10 Denmark
- 8.3.10.1 Denmark customer experience management market, 2018 - 2030 (USD Million)
- 8.3.10.2 Denmark customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.3.10.3 Denmark customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.3.10.4 Denmark customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.3.10.5 Denmark customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.3.11 Finland
- 8.3.11.1 Finland customer experience management market, 2018 - 2030 (USD Million)
- 8.3.11.2 Finland customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.3.11.3 Finland customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.3.11.4 Finland customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.3.11.5 Finland customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.3.12 Norway
- 8.3.12.1 Norway customer experience management market, 2018 - 2030 (USD Million)
- 8.3.12.2 Norway customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.3.12.3 Norway customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.3.12.4 Norway customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.3.12.5 Norway customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.3.13 Sweden
- 8.3.13.1 Sweden customer experience management market, 2018 - 2030 (USD Million)
- 8.3.13.2 Sweden customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.3.13.3 Sweden customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.3.13.4 Sweden customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.3.13.5 Sweden customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.4 Asia Pacific
- 8.4.1 Asia Pacific customer experience management market, 2018 - 2030 (USD Million)
- 8.4.2 Asia Pacific customer experience management market, by analytical tools, (USD Million)
- 8.4.3 Asia Pacific customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.4.4 Asia Pacific customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.4.5 Asia Pacific customer experience management market, by end-use, (USD Million)
- 8.4.6 China
- 8.4.6.1 China customer experience management market, 2018 - 2030 (USD Million)
- 8.4.6.2 China customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.4.6.3 China customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.4.6.4 China customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.4.6.5 China customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.4.7 India
- 8.4.7.1 India customer experience management market, 2018 - 2030 (USD Million)
- 8.4.7.2 India customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.4.7.3 India customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.4.7.4 India customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.4.7.5 India customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.4.8 Japan
- 8.4.8.1 Japan customer experience management market, 2018 - 2030 (USD Million)
- 8.4.8.2 Japan customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.4.8.3 Japan customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.4.8.4 Japan customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.4.8.5 Japan customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.4.9 Australia
- 8.4.9.1 Australia customer experience management market, 2018 - 2030 (USD Million)
- 8.4.9.2 Australia customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.4.9.3 Australia customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.4.9.4 Australia customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.4.9.5 Australia customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.4.10 New Zealand
- 8.4.10.1 New Zealand customer experience management market, 2018 - 2030 (USD Million)
- 8.4.10.2 New Zealand customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.4.10.3 New Zealand customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.4.10.4 New Zealand customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.4.10.5 New Zealand customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.5 Latin America
- 8.5.1 Latin America customer experience management market, 2018 - 2030 (USD Million)
- 8.5.2 Latin America customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.5.3 Latin America customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.5.4 Latin America customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.5.5 Latin America customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.5.6 Brazil
- 8.5.6.1 Brazil customer experience management market, 2018 - 2030 (USD Million)
- 8.5.6.2 Brazil customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.5.6.3 Brazil customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.5.6.4 Brazil customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.5.6.5 Brazil customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.5.7 Mexico
- 8.5.7.1 Mexico customer experience management market, 2018 - 2030 (USD Million)
- 8.5.7.2 Mexico customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.5.7.3 Mexico customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.5.7.4 Mexico customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.5.7.5 Mexico customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.6 MEA
- 8.6.1 MEA customer experience management market, 2018 - 2030 (USD Million)
- 8.6.2 MEA customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.6.3 MEA customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.6.4 MEA customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.6.5 MEA customer experience management market, by end-use, 2018 - 2030
- 8.6.6 UAE
- 8.6.6.1 UAE customer experience management market, 2018 - 2030 (USD Million)
- 8.6.6.2 UAE customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.6.6.3 UAE customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.6.6.4 UAE customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.6.6.5 UAE customer experience management market, by end-use, 2018 - 2030 (USD Million)
- 8.6.7 Saudi Arabia
- 8.6.7.1 Saudi Arabia customer experience management market, 2018 - 2030 (USD Million)
- 8.6.7.2 Saudi Arabia customer experience management market, by analytical tools, 2018 - 2030 (USD Million)
- 8.6.7.3 Saudi Arabia customer experience management market, by touch point type, 2018 - 2030 (USD Million)
- 8.6.7.4 Saudi Arabia customer experience management market, by deployment, 2018 - 2030 (USD Million)
- 8.6.7.5 Saudi Arabia customer experience management market, by end-use, 2018 - 2030 (USD Million)
Chapter 9 Competitive Analysis
- 9.1 Recent Developments and Impact Analysis, by Key Market Participants
- 9.2 Company/Competition Categorization
- 9.3 Vendor Landscape
- 9.3.1 Customer Experience Management Market: Key Company Market Ranking/Share Analysis, 2022
Chapter 10 Competitive Landscape
- 10.1 Adobe
- 10.1.1 Company overview
- 10.1.2 Financial performance
- 10.1.3 Product benchmarking
- 10.1.4 Strategic initiatives
- 10.2 Avaya Inc.
- 10.2.1 Company overview
- 10.2.2 Financial performance
- 10.2.3 Product benchmarking
- 10.2.4 Strategic initiatives
- 10.3 Clarabridge
- 10.3.1 Company overview
- 10.3.2 Financial performance
- 10.3.3 Product benchmarking
- 10.3.4 Strategic initiatives
- 10.4 Freshworks Inc.
- 10.4.1 Company overview
- 10.4.2 Financial performance
- 10.4.3 Product benchmarking
- 10.4.4 Strategic initiatives
- 10.5 Genesys
- 10.5.1 Company overview
- 10.5.2 Financial performance
- 10.5.3 Product benchmarking
- 10.5.4 Strategic initiatives
- 10.6 IBM Corporation
- 10.6.1 Company overview
- 10.6.2 Financial performance
- 10.6.3 Product benchmarking
- 10.6.4 Strategic initiatives
- 10.7 Medallia Inc.
- 10.7.1 Company overview
- 10.7.2 Financial performance
- 10.7.3 Product benchmarking
- 10.7.4 Strategic initiatives
- 10.8 Open Text Corporation
- 10.8.1 Company overview
- 10.8.2 Financial performance
- 10.8.3 Product benchmarking
- 10.8.4 Strategic initiatives
- 10.9 Oracle Corporation
- 10.9.1 Company overview
- 10.9.2 Financial performance
- 10.9.3 Product benchmarking
- 10.9.4 Strategic initiatives
- 10.10 Qualtrics
- 10.10.1 Company overview
- 10.10.2 Financial performance
- 10.10.3 Product benchmarking
- 10.10.4 Strategic initiatives
- 10.11 SAP SE
- 10.11.1 Company overview
- 10.11.2 Financial performance
- 10.11.3 Product benchmarking
- 10.11.4 Strategic initiatives
- 10.12 SAS Institute Inc.
- 10.12.1 Company overview
- 10.12.2 Financial performance
- 10.12.3 Product benchmarking
- 10. 12.4 Strategic initiatives
- 10.13 Service Management Group (SMG)
- 10.13.1 Company overview
- 10.13.2 Financial performance
- 10.13.3 Product benchmarking
- 10.13.4 Strategic initiatives
- 10.14 Tech Mahindra Limited
- 10.14.1 Company overview
- 10.14.2 Financial performance
- 10.14.3 Product benchmarking
- 10.14.4 Strategic initiatives
- 10.15 Verint
- 10.15.1 Company overview
- 10.15.2 Financial performance
- 10.15.3 Product benchmarking
- 10.15.4 Strategic initiatives
- 10.16 Zendesk
- 10.16.1 Company overview
- 10.16.2 Financial performance
- 10.16.3 Product benchmarking
- 10.16.4 Strategic initiatives
- 10.17 Miraway
- 10.17.1 Company overview
- 10.17.2 Financial performance
- 10.17.3 Product benchmarking
- 10.17.4 Strategic initiatives