SALE
市場調查報告書

客戶經驗管理的全球市場:零組件,引進方式,接觸點,組織規模,終端用戶產業,企業,不同地區的預測及機會(2025年)

Global Customer Experience Management Market By Component, By Deployment Mode, By Touch Point, By Organization Size, By End User Industry, By Company, By Region, Forecast & Opportunities, 2025

出版商 TechSci Research 商品編碼 941976
出版日期 內容資訊 英文 117 Pages
商品交期: 請詢問到貨日
價格

We offer 8 hour analyst time for an additional research. Please contact us for the details.

客戶經驗管理的全球市場:零組件,引進方式,接觸點,組織規模,終端用戶產業,企業,不同地區的預測及機會(2025年) Global Customer Experience Management Market By Component, By Deployment Mode, By Touch Point, By Organization Size, By End User Industry, By Company, By Region, Forecast & Opportunities, 2025
出版日期: 2020年06月01日內容資訊: 英文 117 Pages
簡介

全球客戶經驗管理市場在預測期間內預計將急速增長。該市場成長的主要因素有提高客戶經驗,以及顧客滿意度需求的不斷提升。

本報告提供全球客戶經驗管理市場的相關調查,提供市場成長要素和課題,預測及預測,零組件·部署模式·接觸點·組織規模·終端用戶產業·企業·各地區的市場分析,競爭情形,主要企業的簡介等資訊。

目錄

第1章 產品概要

第2章 調查手法

第3章 COVID-19對市場的影響

第4章 摘要整理

第5章 顧客的迴響

第6章 市場展望

  • 市場規模與預測
    • 銷售額
  • 市場佔有率與預測
    • 各零件(解決方案v / s服務)
    • 各部署模式(內部部署v / s雲端)
    • 各接觸點(社群媒體,分店/商店,網站,客服中心,企業網站,郵件,行動,其他)
    • 不同組織尺寸(大企業,中小企業)
    • 終端用戶產業(IT·通訊,汽車,零售,BFSI、 醫療保健,媒體·娛樂,其他)
    • 各企業(2019年)
    • 各地區
  • 產品市場地圖

第7章 亞太地區

第8章 歐洲

第9章 北美

第10章 南美

第11章 中東·非洲

第12章 市場動態

  • 成長要素
  • 課題

第13章 市場趨勢與發展

第14章 競爭情形預測

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

第15章 策略性建議

第16章 公司概要與免責聲明

目錄
Product Code: 1521

Title:
Global Customer Experience Management Market By Component (Solution v/s Service), By Deployment Mode (On-Premise v/s Cloud), By Touch Point (Social Media, Branches/Stores, The Web, Call Centers, Company Website, Email, Mobile, Others), By Organization Size (Large Enterprises v/s SMEs), By End User Industry (IT & Telecom, Automotive, Retail, BFSI, Healthcare, Media & Entertainment, Others), By Company, By Region, Forecast & Opportunities, 2025.

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 2025. 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-premise 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 2025. 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 in order to stay competitive in the market. Other competitive strategies include mergers & acquisitions and new service developments. For instance, In March 2019, 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.

Years considered for this report:

Historical Years: 2015-2018

Base Year: 2019

Estimated Year: 2020

Forecast Period: 2021-2025

Objective of the Study:

  • To analyze and estimate the market size of global customer experience management market from 2015 to 2018.
  • To estimate and forecast the market size of global customer experience management market from 2019 to 2025 and growth rate until 2025.
  • 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.

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.

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).

Table of Contents

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 (2019)
    • 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

16. About Us & Disclaimer