表紙
市場調查報告書

客戶經驗管理的全球市場 (∼2025年):解決方案、服務

Customer Experience Management Market by Component (Solutions, Services) Touchpoint, Deployment Type, Organization Size, Vertical (IT and Telecom, BFSI, Retail, Healthcare, Media and Entertainment), and Region - Global Forecast to 2025

出版商 MarketsandMarkets 商品編碼 953120
出版日期 內容資訊 英文 238 Pages
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客戶經驗管理的全球市場 (∼2025年):解決方案、服務 Customer Experience Management Market by Component (Solutions, Services) Touchpoint, Deployment Type, Organization Size, Vertical (IT and Telecom, BFSI, Retail, Healthcare, Media and Entertainment), and Region - Global Forecast to 2025
出版日期: 2020年07月24日內容資訊: 英文 238 Pages
簡介

全球客戶經驗管理的市場在預測期間內預計將以11.8%的年複合成長率發展,從2020年的85億美元,成長到2025年149億美元的規模。由於競爭激烈的影響,對提高客戶參與和防止客戶流失的需求高漲,企業導入先進的客戶經驗解決方案。可是,一致的CX回饋困難,及資料安全及隱私上的問題成為市場進一步成長的障礙。

本報告提供全球客戶經驗管理的市場調查,市場定義和概要,COVID-19以及其他的市場影響因素分析,市場規模的變化、預測,零組件、接觸點、引進類型、組織規模、產業、地區等各種區分的明細,競爭環境,主要企業簡介等資訊彙整。

第1章 簡介

第2章 調查手法

第3章 摘要整理

第4章 重要考察

第5章 市場概要

  • 市場動態
    • 促進因素
    • 阻礙因素
    • 市場機會
    • 課題
  • COVID-19的影響
  • 產業趨勢
    • 利用案例

第6章 市場分析、預測:各零件

  • 解決方案
    • 全通路
    • 機器學習
    • 分析
    • 人力資源優化
  • 服務
    • 專業服務
    • 管理服務

第7章 市場分析、預測:各接觸點

  • 網站
  • 商店
  • 客服中心
  • 行動應用程式
  • 社群媒體
  • 電子郵件
  • 虛擬助手
  • 其他

第8章 市場分析、預測:各引進類型

  • 內部部署
  • 雲端

第9章 市場分析、預測:各組織規模

  • 大企業
  • 中小規模企業

第10章 市場分析、預測:各產業

  • IT、通訊
  • 銀行、金融服務、保險
  • 零售
  • 醫療保健
  • 汽車
  • 旅遊、飯店
  • 媒體、娛樂
  • 公共機關
  • 其他

第11章 市場分析、預測:各地區、主要國家

  • 北美
    • 美國
    • 加拿大
  • 歐洲
    • 英國
    • 德國
    • 法國
    • 其他
  • 亞太地區
    • 澳洲、紐西蘭
    • 印度
    • 中國
    • 其他
  • 中東、非洲
    • 阿拉伯聯合大公國
    • 沙烏地阿拉伯
    • 南非
    • 其他
  • 南美
    • 巴西
    • 墨西哥
    • 其他

第12章 競爭情形

  • 競爭領導製圖
  • 產品系列的優勢
  • 事業策略的優秀性
  • 企業排行榜

第13章 企業簡介

  • ADOBE
  • IBM
  • ORACLE
  • AVAYA
  • NICE
  • NOKIA
  • SAP
  • OPENTEXT
  • TECH MAHINDRA
  • VERINT SYSTEMS
  • ZENDESK
  • SDL
  • TERADATA
  • SPRINKLR
  • MEDALLIA
  • INMOMENT
  • SAS INSTITUTE
  • CLARABRIDGE
  • SITECORE
  • NGDATA
  • AMPERITY
  • MANTHAN
  • MIXPANEL
  • SEGMENT.IO
  • ZEPHYRTEL
  • MINDTOUCH

第14章 附錄

目錄
Product Code: TC 2625

"Increasing necessity to improve customer engagement and reduce customer churn rate due to growing competition to drive the market for customer experience management"

The customer experience management market is projected to grow from USD 8.5 billion in 2020 to USD 14.9 billion by 2025, at a CAGR of 11.8% from 2020 to 2025.The increasing need for improving customer engagement and reducing customer churn rates due to growing competition has led organizations to deploy advanced customer experience solutions. However, Difficulty in getting consistent CX feedback through all channels, and data security and privacy concerns are considered to pose challenges to the growth of the customer experience management market.

By component, the solutions segment to account for alargermarket share during the forecast period

Based on component, the solutions segment is expected to hold a larger market share than the services segment during the forecast period. Organizations are deploying customer experience management solutions to empower customers with highly connected personalized experiences across a wide range of websites, stores, call centers, mobile apps, social media, emails, virtual assistants, and other touchpoints. Customer queries are also expected to be resolved through automatic response processes, through solutions wherein the customers receive real-time feedback of the queries.

By services, the managed services segment to account for a larger market share during the forecast period

Based on services, the managed services segment is expected to hold a larger market size than the professional services segment during the forecast period due to the growing demand for the management of customer experience management operations on-premises as well as on the cloud. The prime responsibility of the managed service providers is to improve the efficiency of inbound and outbound operations cost-effectively for enterprises.

Among regions, APAC to grow at the highest CAGR during the forecast period

The market in APAC is projected to grow at the highest CAGR during the forecast period, due to widespread adoption of emerging technologies, such as cloud computing, AI, and analytics. The presence of growing economies such as China and India which are rapidly implementing latest technologies has also contributed to the growth of the customer experience management market in the region.

In-depth interviews were conducted with chief executive officers, marketing directors, innovation and technology directors, and executives from various key organizations operating in the customer experience management market.

The breakup of the profiles of the primary participants is given below:

  • By Company Type: Tier 1 - 62%, Tier 2 - 23%, and Tier 3 - 15%
  • By Designation: C-Level - 38%, Director Level - 30%, Others-32%
  • By Region: North America - 40%, Europe - 15%, APAC - 35%, Middle East & Africa -5%, and Latin America - 5%

The following key customer experience management vendors are profiled in the report:

  • Adobe (US)
  • IBM (US)
  • Oracle (US)
  • Avaya (US)
  • Nice (Israel)
  • Nokia (Finland)
  • SAP (Germany )
  • OpenText (Canada)
  • Tech Mahindra (India)
  • Verint Systems (US)
  • Zendesk (US)
  • SDL (UK)
  • Teradata (US)
  • Sprinklr (US)
  • Medallia (US)
  • InMoment (US)
  • SAS Institute (US)
  • Clarabridge (US)
  • Sitecore (US)
  • NGDATA (Belgium)
  • Amperity (US)
  • Manthan (India)
  • Mixpanel (US)
  • Segment.io (US)
  • ZephyrTel (US)
  • MindTouch (US)

Research Coverage:

Customer experience management market by component, touchpoints, deployment type, organization size, vertical, and region. A detailed analysis of the key industry players has been undertaken to provide insights into their business overviews; services; key strategies; new service launches; partnerships, agreements, and collaborations; acquisitions; and competitive landscape associated with the customer experience management market.

Reasons to Buy the Report:

The report would help the market leaders/new entrants in the following ways:

  • It comprehensively segments the customer experience management market and provides the closest approximations of the revenue numbers for the overall market and its subsegments across different regions.
  • It would help stakeholders understand the pulse of the market and provide information on the key market drivers, restraints, challenges, and opportunities.
  • It would help stakeholders understand their competitors better and gain more insights to enhance their positions in the market. The competitive landscape section includes competitor ecosystem, new service developments, partnerships, and acquisitions.

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 INTRODUCTION TO COVID-19
  • 1.2 COVID-19 HEALTH ASSESSMENT
    • FIGURE 1 COVID-19: THE GLOBAL PROPAGATION
    • FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES
  • 1.3 COVID-19 ECONOMIC ASSESSMENT
    • FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020
    • 1.3.1 COVID-19 ECONOMIC IMPACT-SCENARIO ASSESSMENT
    • FIGURE 4 CRITERIA IMPACTING THE GLOBAL ECONOMY
    • FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF THE GLOBAL ECONOMY
  • 1.4 OBJECTIVES OF THE STUDY
  • 1.5 MARKET DEFINITION
    • 1.5.1 INCLUSIONS AND EXCLUSIONS
  • 1.6 MARKET SCOPE
    • 1.6.1 MARKET SEGMENTATION
    • 1.6.2 REGIONAL SCOPE
    • 1.6.3 YEARS CONSIDERED FOR THE STUDY
  • 1.7 CURRENCY
  • 1.8 STAKEHOLDERS

2 RESEARCH METHODOLOGY

  • 2.1 RESEARCH DATA
    • FIGURE 6 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN
    • 2.1.1 SECONDARY DATA
    • 2.1.2 PRIMARY DATA
    • TABLE 1 PRIMARY INTERVIEWS
      • 2.1.2.1 Breakup of primaries
    • FIGURE 7 BREAKUP OF PROFILES OF PRIMARY PARTICIPANTS: BY COMPANY TYPE, DESIGNATION, AND REGION
      • 2.1.2.2 Key industry insights
  • 2.2 MARKET BREAKUP AND DATA TRIANGULATION
  • 2.3 MARKET SIZE ESTIMATION
    • FIGURE 8 CUSTOMER EXPERIENCE MANAGEMENT MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
    • 2.3.1 TOP-DOWN APPROACH
    • FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY (SUPPLY SIDE): REVENUE OF SOLUTIONS AND SERVICES OF THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
    • 2.3.2 BOTTOM-UP APPROACH
  • 2.4 MARKET FORECAST
    • TABLE 2 FACTOR ANALYSIS
  • 2.5 COMPETITIVE LEADERSHIP MAPPING: RESEARCH METHODOLOGY
    • FIGURE 10 COMPETITIVE LEADERSHIP MAPPING: CRITERIA WEIGHTAGE
    • FIGURE 11 COMPETITIVE LEADERSHIP MAPPING (START-UP): CRITERIA WEIGHTAGE
  • 2.6 RESEARCH ASSUMPTIONS AND LIMITATIONS
    • 2.6.1 ASSUMPTIONS FOR THE STUDY
  • 2.7 LIMITATIONS

3 EXECUTIVE SUMMARY

    • FIGURE 12 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2020-2025
    • FIGURE 13 BASED ON COMPONENT, SOLUTIONS SEGMENT ESTIMATED TO LEAD CUSTOMER EXPERIENCE MANAGEMENT MARKET DURING THE FORECAST PERIOD
    • FIGURE 14 BASED ON DEPLOYMENT TYPE, CLOUD SEGMENT ESTIMATED TO ACCOUNT FOR LARGER MARKET SHARE IN 2020, COMPARED TO ON-PREMISES SEGMENT
    • FIGURE 15 BASED ON ORGANIZATION SIZE, LARGE ENTERPRISES SEGMENT IS ESTIMATED TO LEAD THE MARKET IN 2020
    • FIGURE 16 BASED ON VERTICAL, RETAIL SEGMENT IS ESTIMATED TO LEAD THE MARKET IN 2020
    • FIGURE 17 CUSTOMER EXPERIENCE MANAGEMENT MARKET: REGIONAL SNAPSHOT

4 PREMIUM INSIGHTS

  • 4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
    • FIGURE 18 INCREASING USE OF CUSTOMER-RELATED SCORES BY ORGANIZATIONS TO PLAN BETTER CUSTOMER ENGAGEMENT STRATEGY LEAD TO MARKET GROWTH FROM 2020 TO 2025
  • 4.2 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT AND COUNTRY
    • FIGURE 19 SOLUTIONS SEGMENT AND AUSTRALIA AND NEW ZEALAND ESTIMATED TO ACCOUNT FOR THE LARGEST MARKET SHARE IN ASIA PACIFIC IN 2020
  • 4.3 CUSTOMER EXPERIENCE MANAGEMENT MARKET: MAJOR COUNTRIES
    • FIGURE 20 INDIA AND SOUTH AFRICA PROJECTED TO REGISTER HIGHEST CAGR FROM 2020 TO 2025

5 MARKET OVERVIEW AND INDUSTRY TRENDS

  • 5.1 INTRODUCTION
    • FIGURE 21 ADVANCEMENTS IN COMMUNICATION TECHNOLOGY ARE MAJOR DRIVING FACTORS FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 5.2 MARKET DYNAMICS
    • FIGURE 22 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CUSTOMER EXPERIENCE MANAGEMENT MARKET
    • 5.2.1 DRIVERS
      • 5.2.1.1 Need for better understanding customers increasing the demand for CEM solutions
      • 5.2.1.2 Customer-related scores helping organizations to plan better customer engagement strategy
      • 5.2.1.3 CEM solutions help in reducing customer churn rates
      • 5.2.1.4 CEM solutions help in keeping customer engagement through omnichannel
    • 5.2.2 RESTRAINTS
      • 5.2.2.1 Data synchronization complexities
    • 5.2.3 OPPORTUNITIES
      • 5.2.3.1 Need for insights to predict customer intents
      • 5.2.3.2 Information extracted from CEM solutions can be used to make optimal CX strategy
    • 5.2.4 CHALLENGES
      • 5.2.4.1 Difficulty in getting consistent CX feedback through all channels
      • 5.2.4.2 Difficulty in synchronizing CX data collected from different touchpoints within different domains
      • 5.2.4.3 Data security and privacy issues
  • 5.3 COVID-19 PANDEMIC-DRIVEN MARKET DYNAMICS AND FACTOR ANALYSIS
    • 5.3.1 DRIVERS AND OPPORTUNITIES
    • 5.3.2 RESTRAINTS AND CHALLENGES
  • 5.4 INDUSTRY TRENDS
    • 5.4.1 USE CASES
      • 5.4.1.1 Use case 1: ICICI Bank transforms its CX with Genesys
      • 5.4.1.2 Use case 2: Safaricom uses Nokia Customer Experience Management on demand
      • 5.4.1.3 Use case 3: Schwan's Company uses Oracle Cross-Channel Marketing
      • 5.4.1.4 Use case 4: OpenText and Livesite's solutions help in delivering information according to its members' need

6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT

  • 6.1 INTRODUCTION
    • FIGURE 23 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD (2020-2025)
    • TABLE 3 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015-2019 (USD MILLION)
    • TABLE 4 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2019-2025 (USD MILLION)
  • 6.2 SOLUTIONS
    • 6.2.1 SOLUTIONS: MARKET DRIVERS
    • 6.2.2 SOLUTIONS: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 5 SOLUTIONS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 6 SOLUTIONS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 7 SOLUTIONS: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 8 SOLUTIONS: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
    • 6.2.3 OMNI-CHANNEL
    • 6.2.4 MACHINE LEARNING
    • 6.2.5 ANALYTICS
    • 6.2.6 WORKFORCE OPTIMIZATION
  • 6.3 SERVICES
    • 6.3.1 SERVICES: MARKET DRIVERS
    • 6.3.2 SERVICES: IMPACT OF COVID-19 ON THE MARKET
    • FIGURE 24 MANAGED SERVICES SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD
    • TABLE 9 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015-2019 (USD MILLION)
    • TABLE 10 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2019-2025 (USD MILLION)
    • TABLE 11 SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 12 SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 13 SERVICES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 14 SERVICES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
    • 6.3.3 PROFESSIONAL SERVICES
    • FIGURE 25 SUPPORT AND MAINTENANCE SEGMENT TO REGISTER HIGHEST CAGR DURING THE FORECAST PERIOD
    • TABLE 15 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2019 (USD MILLION)
    • TABLE 16 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2019-2025 (USD MILLION)
    • TABLE 17 PROFESSIONAL SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 18 PROFESSIONAL SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 19 PROFESSIONAL SERVICES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 20 PROFESSIONAL SERVICES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
      • 6.3.3.1 Deployment and Integration
    • TABLE 21 DEPLOYMENT AND INTEGRATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 22 DEPLOYMENT AND INTEGRATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 23 DEPLOYMENT AND INTEGRATION: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 24 DEPLOYMENT AND INTEGRATION: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
      • 6.3.3.2 Support and Maintenance
    • TABLE 25 SUPPORT AND MAINTENANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 26 SUPPORT AND MAINTENANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 27 SUPPORT AND MAINTENANCE: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 28 SUPPORT AND MAINTENANCE: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
      • 6.3.3.3 Consulting and Training
    • TABLE 29 CONSULTING AND TRAINING: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 30 CONSULTING AND TRAINING: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 31 CONSULTING AND TRAINING: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 32 CONSULTING AND TRAINING: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
    • 6.3.4 MANAGED SERVICES
    • TABLE 33 MANAGED SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 34 MANAGED SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 35 MANAGED SERVICES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 36 MANAGED SERVICES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)

7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT

  • 7.1 INTRODUCTION
  • 7.2 WEBSITE
  • 7.3 STORE
  • 7.4 CALL CENTER
  • 7.5 MOBILE APP
  • 7.6 SOCIAL MEDIA
  • 7.7 EMAIL
  • 7.8 VIRTUAL ASSISTANT
  • 7.9 OTHERS

8 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE

  • 8.1 INTRODUCTION
    • FIGURE 26 CLOUD SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE DURING THE FORECAST PERIOD
    • TABLE 37 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2019 (USD MILLION)
    • TABLE 38 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2019-2025 (USD MILLION)
  • 8.2 ON-PREMISES
    • 8.2.1 ON-PREMISES: MARKET DRIVERS
    • 8.2.2 ON-PREMISES: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 39 ON-PREMISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2 015-2019 (USD MILLION)
    • TABLE 40 ON-PREMISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 41 ON-PREMISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 42 ON-PREMISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
  • 8.3 CLOUD
    • 8.3.1 CLOUD: MARKET DRIVERS
    • 8.3.2 CLOUD: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 43 CLOUD: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 44 CLOUD: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 45 CLOUD: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 46 CLOUD: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)

9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE

  • 9.1 INTRODUCTION
    • FIGURE 27 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE DURING THE FORECAST PERIOD
    • TABLE 47 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015-2019 (USD MILLION)
    • TABLE 48 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2019-2025 (USD MILLION)
  • 9.2 LARGE ENTERPRISES
    • 9.2.1 LARGE ENTERPRISES: MARKET DRIVERS
    • 9.2.2 LARGE ENTERPRISES: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 49 LARGE ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 50 LARGE ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 51 LARGE ENTERPRISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 52 LARGE ENTERPRISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
  • 9.3 SMALL AND MEDIUM-SIZED ENTERPRISES
    • 9.3.1 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET DRIVERS
    • 9.3.2 SMALL AND MEDIUM-SIZED ENTERPRISES: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 53 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 54 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 55 SMALL AND MEDIUM-SIZED ENTERPRISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 56 SMALL AND MEDIUM-SIZED ENTERPRISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)

10 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL

  • 10.1 INTRODUCTION
    • FIGURE 28 HEALTHCARE SEGMENT PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
    • TABLE 57 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2019 (USD MILLION)
    • TABLE 58 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2019-2025 (USD MILLION)
  • 10.2 IT AND TELECOM
    • 10.2.1 IT AND TELECOM: MARKET DRIVERS
    • 10.2.2 IT AND TELECOM: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 59 IT AND TELECOM: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 60 IT AND TELECOM: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 61 IT AND TELECOM: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 62 IT AND TELECOM: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
  • 10.3 BFSI
    • 10.3.1 BFSI: MARKET DRIVERS
    • 10.3.2 BFSI: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 63 BFSI: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 64 BFSI: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 65 BFSI: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 66 BFSI: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
  • 10.4 RETAIL
    • 10.4.1 RETAIL: MARKET DRIVERS
    • 10.4.2 RETAIL: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 67 RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 68 RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 69 RETAIL: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 70 RETAIL: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
  • 10.5 HEALTHCARE
    • 10.5.1 HEALTHCARE: MARKET DRIVERS
    • 10.5.2 HEALTHCARE: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 71 HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 72 HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 73 HEALTHCARE: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 74 HEALTHCARE: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
  • 10.6 AUTOMOTIVE
    • 10.6.1 AUTOMOTIVE: MARKET DRIVERS
    • 10.6.2 AUTOMOTIVE: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 75 AUTOMOTIVE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 76 AUTOMOTIVE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 77 AUTOMOTIVE: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 78 AUTOMOTIVE: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
  • 10.7 TRAVEL AND HOSPITALITY
    • 10.7.1 TRAVEL AND HOSPITALITY: MARKET DRIVERS
    • 10.7.2 TRAVEL AND HOSPITALITY: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 79 TRAVEL AND HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 80 TRAVEL AND HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 81 TRAVEL AND HOSPITALITY: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 82 TRAVEL AND HOSPITALITY: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
  • 10.8 MEDIA AND ENTERTAINMENT
    • 10.8.1 MEDIA AND ENTERTAINMENT: MARKET DRIVERS
    • 10.8.2 MEDIA AND ENTERTAINMENT: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 83 MEDIA AND ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 84 MEDIA AND ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 85 MEDIA AND ENTERTAINMENT: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 86 MEDIA AND ENTERTAINMENT: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
  • 10.9 PUBLIC SECTOR
    • 10.9.1 PUBLIC SECTOR: MARKET DRIVERS
    • 10.9.2 PUBLIC SECTOR: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 87 PUBLIC SECTOR: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 88 PUBLIC SECTOR: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 89 PUBLIC SECTOR: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 90 PUBLIC SECTOR: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
  • 10.10 OTHERS
    • TABLE 91 OTHER VERTICALS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 92 OTHER VERTICALS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • TABLE 93 OTHER VERTICALS: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 94 OTHER VERTICALS: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)

11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION

  • 11.1 INTRODUCTION
    • FIGURE 29 NORTH AMERICA ESTIMATED TO HOLD THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD
    • TABLE 95 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2019 (USD MILLION)
    • TABLE 96 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2025 (USD MILLION)
    • FIGURE 30 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • 11.2 NORTH AMERICA
    • 11.2.1 NORTH AMERICA: MARKET DRIVERS
    • 11.2.2 NORTH AMERICA: IMPACT OF COVID-19 ON THE MARKET
    • FIGURE 31 NORTH AMERICA: MARKET SNAPSHOT
    • TABLE 97 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015-2019 (USD MILLION)
    • TABLE 98 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2019-2025 (USD MILLION)
    • TABLE 99 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015-2019 (USD MILLION)
    • TABLE 100 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2019-2025 (USD MILLION)
    • TABLE 101 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2019 (USD MILLION)
    • TABLE 102 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2019-2025 (USD MILLION)
    • TABLE 103 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2019 (USD MILLION)
    • TABLE 104 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2019-2025 (USD MILLION)
    • TABLE 105 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015-2019 (USD MILLION)
    • TABLE 106 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2019-2025 (USD MILLION)
    • TABLE 107 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2019 (USD MILLION)
    • TABLE 108 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2019-2025 (USD MILLION)
    • TABLE 109 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 110 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION) 124
    • 11.2.3 US
    • TABLE 111 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015-2019 (USD MILLION)
    • TABLE 112 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2019-2025 (USD MILLION)
    • TABLE 113 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015-2019 (USD MILLION)
    • TABLE 114 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2019-2025 (USD MILLION)
    • TABLE 115 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2019 (USD MILLION)
    • TABLE 116 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2019-2025 (USD MILLION)
    • TABLE 117 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2019 (USD MILLION)
    • TABLE 118 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2019-2025 (USD MILLION)
    • TABLE 119 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015-2019 (USD MILLION)
    • TABLE 120 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2019-2025 (USD MILLION)
    • TABLE 121 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2019 (USD MILLION)
    • TABLE 122 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2019-2025 (USD MILLION)
    • 11.2.4 CANADA
    • TABLE 123 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015-2019 (USD MILLION)
    • TABLE 124 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2019-2025 (USD MILLION)
    • TABLE 125 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015-2019 (USD MILLION)
    • TABLE 126 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2019-2025 (USD MILLION)
    • TABLE 127 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2019 (USD MILLION)
    • TABLE 128 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2019-2025 (USD MILLION)
    • TABLE 129 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2019 (USD MILLION)
    • TABLE 130 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2019-2025 (USD MILLION)
    • TABLE 131 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015-2019 (USD MILLION)
    • TABLE 132 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2019-2025 (USD MILLION)
    • TABLE 133 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2019 (USD MILLION)
    • TABLE 134 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2019-2025 (USD MILLION)
  • 11.3 EUROPE
    • 11.3.1 EUROPE: MARKET DRIVERS
    • 11.3.2 EUROPE: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 135 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015-2019 (USD MILLION)
    • TABLE 136 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2019-2025 (USD MILLION)
    • TABLE 137 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015-2019 (USD MILLION)
    • TABLE 138 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2019-2025 (USD MILLION)
    • TABLE 139 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2019 (USD MILLION)
    • TABLE 140 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2019-2025 (USD MILLION)
    • TABLE 141 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2019 (USD MILLION)
    • TABLE 142 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2019-2025 (USD MILLION)
    • TABLE 143 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015-2019 (USD MILLION)
    • TABLE 144 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2019-2025 (USD MILLION)
    • TABLE 145 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2019 (USD MILLION)
    • TABLE 146 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2019-2025 (USD MILLION)
    • TABLE 147 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 148 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
    • 11.3.3 UK
    • 11.3.4 GERMANY
    • 11.3.5 FRANCE
    • 11.3.6 REST OF EUROPE
  • 11.4 ASIA PACIFIC
    • 11.4.1 ASIA PACIFIC: MARKET DRIVERS
    • 11.4.2 ASIA PACIFIC: IMPACT OF COVID-19 ON THE MARKET
    • FIGURE 32 ASIA PACIFIC: MARKET SNAPSHOT
    • TABLE 149 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015-2019 (USD MILLION)
    • TABLE 150 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2019-2025 (USD MILLION)
    • TABLE 151 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015-2019 (USD MILLION)
    • TABLE 152 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2019-2025 (USD MILLION)
    • TABLE 153 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2019 (USD MILLION)
    • TABLE 154 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2019-2025 (USD MILLION)
    • TABLE 155 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2019 (USD MILLION)
    • TABLE 156 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2019-2025 (USD MILLION)
    • TABLE 157 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015-2019 (USD MILLION)
    • TABLE 158 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2019-2025 (USD MILLION)
    • TABLE 159 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2019 (USD MILLION)
    • TABLE 160 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2019-2025 (USD MILLION)
    • TABLE 161 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 162 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
    • 11.4.3 AUSTRALIA & NEW ZEALAND
    • 11.4.4 INDIA
    • 11.4.5 CHINA
    • 11.4.6 REST OF ASIA PACIFIC
  • 11.5 MIDDLE EAST & AFRICA
    • 11.5.1 MIDDLE EAST & AFRICA: MARKET DRIVERS
    • 11.5.2 MIDDLE EAST & AFRICA: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 163 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015-2019 (USD MILLION)
    • TABLE 164 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2019-2025 (USD MILLION)
    • TABLE 165 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015-2019 (USD MILLION)
    • TABLE 166 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2019-2025 (USD MILLION)
    • TABLE 167 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2019 (USD MILLION)
    • TABLE 168 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2019-2025 (USD MILLION)
    • TABLE 169 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2019 (USD MILLION)
    • TABLE 170 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2019-2025 (USD MILLION)
    • TABLE 171 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015-2019 (USD MILLION)
    • TABLE 172 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2019-2025 (USD MILLION)
    • TABLE 173 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2019 (USD MILLION)
    • TABLE 174 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2019-2025 (USD MILLION)
    • TABLE 175 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 176 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
    • 11.5.3 UAE
    • 11.5.4 SAUDI ARABIA
    • 11.5.5 SOUTH AFRICA
    • 11.5.6 REST OF MIDDLE EAST & AFRICA
  • 11.6 LATIN AMERICA
    • 11.6.1 LATIN AMERICA: MARKET DRIVERS
    • 11.6.2 LATIN AMERICA: IMPACT OF COVID-19 ON THE MARKET
    • TABLE 177 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015-2019 (USD MILLION)
    • TABLE 178 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2019-2025 (USD MILLION)
    • TABLE 179 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015-2019 (USD MILLION)
    • TABLE 180 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2019-2025 (USD MILLION)
    • TABLE 181 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015-2019 (USD MILLION)
    • TABLE 182 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2019-2025 (USD MILLION)
    • TABLE 183 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015-2019 (USD MILLION)
    • TABLE 184 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2019-2025 (USD MILLION)
    • TABLE 185 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015-2019 (USD MILLION)
    • TABLE 186 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2019-2025 (USD MILLION)
    • TABLE 187 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2019 (USD MILLION)
    • TABLE 188 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2019-2025 (USD MILLION)
    • TABLE 189 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015-2019 (USD MILLION)
    • TABLE 190 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019-2025 (USD MILLION)
    • 11.6.3 BRAZIL
    • 11.6.4 MEXICO
    • 11.6.5 REST OF LATIN AMERICA

12 COMPETITIVE LANDSCAPE

  • 12.1 COMPETITIVE LEADERSHIP MAPPING
    • 12.1.1 VISIONARY LEADERS
    • 12.1.2 INNOVATORS
    • 12.1.3 DYNAMIC DIFFERENTIATORS
    • 12.1.4 EMERGING COMPANIES
    • FIGURE 33 CUSTOMER EXPERIENCE MANAGEMENT MARKET (GLOBAL) COMPETITIVE LEADERSHIP MAPPING
  • 12.2 STRENGTH OF PRODUCT PORTFOLIO
    • FIGURE 34 PRODUCT OFFERING ANALYSIS OF THE TOP PLAYERS IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 12.3 BUSINESS STRATEGY EXCELLENCE
    • FIGURE 35 BUSINESS STRATEGY EXCELLENCE OF THE TOP PLAYERS IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 12.4 COMPETITIVE LEADERSHIP MAPPING (START-UP/SMES)
    • 12.4.1 PROGRESSIVE COMPANIES
    • 12.4.2 STARTING BLOCKS
    • 12.4.3 RESPONSIVE COMPANIES
    • 12.4.4 DYNAMIC COMPANIES
    • FIGURE 36 CUSTOMER EXPERIENCE MANAGEMENT MARKET, COMPETITIVE LEADERSHIP MAPPING, START-UP COMPANIES, 2020
  • 12.5 MARKET RANKING FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2020
    • FIGURE 37 MARKET RANKING, 2020

13 COMPANY PROFILES

(Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)**

  • 13.1 ADOBE
    • FIGURE 38 ADOBE: COMPANY SNAPSHOT
    • FIGURE 39 ADOBE: SWOT ANALYSIS
  • 13.2 IBM
    • FIGURE 40 IBM: COMPANY SNAPSHOT
    • FIGURE 41 IBM: SWOT ANALYSIS
  • 13.3 ORACLE
    • FIGURE 42 ORACLE: COMPANY SNAPSHOT
    • FIGURE 43 ORACLE: SWOT ANALYSIS
  • 13.4 AVAYA
    • FIGURE 44 AVAYA: COMPANY SNAPSHOT
    • FIGURE 45 AVAYA: SWOT ANALYSIS
  • 13.5 NICE
    • FIGURE 46 NICE: COMPANY SNAPSHOT
    • FIGURE 47 NICE SYSTEMS: SWOT ANALYSIS
  • 13.6 NOKIA
    • FIGURE 48 NOKIA: COMPANY SNAPSHOT
    • FIGURE 49 NOKIA: SWOT ANALYSIS
  • 13.7 SAP
    • FIGURE 50 SAP: COMPANY SNAPSHOT
    • FIGURE 51 SAP: SWOT ANALYSIS
  • 13.8 OPENTEXT
    • FIGURE 52 OPENTEXT: COMPANY SNAPSHOT
  • 13.9 TECH MAHINDRA
    • FIGURE 53 TECH MAHINDRA: COMPANY SNAPSHOT
  • 13.10 VERINT SYSTEMS
    • FIGURE 54 VERINT SYSTEMS: COMPANY SNAPSHOT
  • 13.11 ZENDESK
  • 13.12 SDL
  • 13.13 TERADATA
  • 13.14 SPRINKLR
  • 13.15 MEDALLIA
  • 13.16 INMOMENT
  • 13.17 SAS INSTITUTE
  • 13.18 CLARABRIDGE
  • 13.19 SITECORE
  • 13.20 NGDATA
  • 13.21 AMPERITY
  • 13.22 MANTHAN
  • 13.23 MIXPANEL
  • 13.24 SEGMENT.IO
  • 13.25 ZEPHYRTEL
  • 13.26 MINDTOUCH

*Details on Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

14 APPENDIX

  • 14.1 ADJACENT/RELATED MARKET
    • 14.1.1 CUSTOMER ANALYTICS MARKET
      • 14.1.1.1 Market definition
      • 14.1.1.2 Market Overview
    • TABLE 191 GLOBAL CUSTOMER ANALYTICS MARKET SIZE, 2018-2025 (USD MILLION)
      • 14.1.1.3 Customer analytics market, by component
    • TABLE 192 CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT, 2018-2025 (USD MILLION)
    • TABLE 193 SOLUTIONS: CUSTOMER ANALYTICS MARKET, BY TYPE, 2018-2025 (USD MILLION)
    • TABLE 194 SOLUTIONS: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018-2025 (USD MILLION)
    • TABLE 195 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY TYPE, 2018-2025 (USD MILLION)
    • TABLE 196 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018-2025 (USD MILLION)
      • 14.1.1.4 Customer analytics market, by deployment
    • TABLE 197 CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018-2025 (USD MILLION)
    • TABLE 198 CLOUD: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018-2025 (USD MILLION)
    • TABLE 199 ON-PREMISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018-2025 (USD MILLION)
      • 14.1.1.5 Customer analytics market, by organization size
    • TABLE 200 CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018-2025 (USD MILLION)
    • TABLE 201 LARGE ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018-2025 (USD MILLION)
    • TABLE 202 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018-2025 (USD MILLION)
      • 14.1.1.6 Customer analytics market, by application
    • TABLE 203 CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION, 2018-2025 (USD MILLION)
      • 14.1.1.7 Customer analytics market, by data source
    • TABLE 204 CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE, 2018-2025 (USD MILLION)
      • 14.1.1.8 Customer analytics market, by industry vertical
    • TABLE 205 CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018-2025 (USD MILLION)
      • 14.1.1.9 Customer analytics market, by region
    • TABLE 206 CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018-2025 (USD MILLION)
    • 14.1.2 CUSTOMER ENGAGEMENT SOLUTIONS MARKET
      • 14.1.2.1 Market definition
      • 14.1.2.2 Market Overview
    • TABLE 207 GLOBAL CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, 2018-2025 (USD MILLION)
      • 14.1.2.3 Customer engagement solutions market, by component
    • TABLE 208 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY COMPONENT, 2016-2023 (USD MILLION)
    • TABLE 209 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SOLUTION TYPE, 2016-2023 (USD MILLION)
    • TABLE 210 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SERVICE TYPE, 2016-2023 (USD MILLION)
      • 14.1.2.4 Customer engagement solutions market, by deployment
    • TABLE 211 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION)
      • 14.1.2.5 Customer engagement solutions market, by organization size
    • TABLE 212 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION)
      • 14.1.2.6 Customer engagement solutions market, by vertical
    • TABLE 213 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY VERTICAL, 2016-2023 (USD MILLION)
      • 14.1.2.7 Customer engagement solutions market, by region
    • TABLE 214 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION, 2016-2023 (USD MILLION)
    • 14.1.3 CUSTOMER SUCCESS PLATFORMS MARKET
      • 14.1.3.1 Market definition
      • 14.1.3.2 Market Overview
    • TABLE 215 GLOBAL CUSTOMER SUCCESS PLATFORMS MARKET SIZE, 2017-2024 (USD MILLION)
      • 14.1.3.3 Customer success platforms market, by component
    • TABLE 216 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COMPONENT, 2017-2024 (USD MILLION)
    • TABLE 217 SOLUTION: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
    • TABLE 218 SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY TYPE, 2017-2024 (USD MILLION)
    • TABLE 219 PROFESSIONAL SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY TYPE, 2017-2024 (USD MILLION)
      • 14.1.3.4 Customer success platforms market, by deployment model
    • TABLE 220 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY DEPLOYMENT MODEL, 2017-2024 (USD MILLION)
      • 14.1.3.5 Customer success platforms market, by organization size
    • TABLE 221 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY ORGANIZATION SIZE, 2017-2024 (USD MILLION)
      • 14.1.3.6 Customer success platforms market, by industry vertical
    • TABLE 222 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY INDUSTRY VERTICAL, 2017-2024 (USD MILLION)
      • 14.1.3.7 Customer success platforms market, by region
    • TABLE 223 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2017-2024 (USD MILLION)
  • 14.2 DISCUSSION GUIDE
  • 14.3 KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 14.4 AVAILABLE CUSTOMIZATIONS
  • 14.5 RELATED REPORTS
  • 14.6 AUTHOR DETAILS 237