Global SQM and CEM Market Size study & Forecast, by Component (Software and Services), by Application (Customer Feedback Management, Real-Time Analytics, Social Media Monitoring, Voice of the Customer, and Others), by Deployment Mode (On-Premises and Clou

The Global SQM and CEM Market is valued approximately at USD 7.1 billion in 2024 and is anticipated to grow with a growth rate of more than 9.20% over the forecast period 2025-2035. Service Quality Management (SQM) and Customer Experience Management (CEM) solutions have emerged as indispensable frameworks for organizations striving to elevate customer satisfaction, optimize business processes, and gain competitive advantages. These technologies allow enterprises to measure service performance in real time, identify gaps in delivery, and proactively address pain points that directly impact the customer journey. As consumer expectations rise and digital channels multiply, businesses across industries are leveraging SQM and CEM platforms to deliver consistent, personalized, and seamless experiences. The growth trajectory of this market is anchored in the accelerated adoption of advanced analytics, artificial intelligence, and automation tools designed to strengthen customer loyalty while optimizing operational efficiency.

The expansion of digital ecosystems has further intensified the demand for SQM and CEM solutions. Enterprises are increasingly compelled to harness these platforms to interpret customer sentiment, gather actionable insights, and integrate feedback loops into service models. For example, with the proliferation of omnichannel communication—from in-store touchpoints to mobile applications and social media interactions—real-time monitoring and analytics have become the cornerstone of effective customer engagement strategies. According to industry studies, businesses that invest in customer experience are more likely to achieve higher retention rates and increased lifetime value per customer, reinforcing the economic case for SQM and CEM adoption. However, challenges such as integration complexity, data silos, and high upfront investment in software infrastructure may act as roadblocks to market expansion during the forecast horizon.

The detailed segments and sub-segments included in the report are:

By Component:
• Software
• Services

By Application:
• Customer Feedback Management
• Real-Time Analytics
• Social Media Monitoring
• Voice of the Customer
• Others

By Deployment Mode:
• On-Premises
• Cloud

By Enterprise Size:
• Small and Medium Enterprises
• Large Enterprises

By End-User:
• BFSI
• Healthcare
• Retail
• IT and Telecommunications
• Others

By Region:

North America
• U.S.
• Canada

Europe
• UK
• Germany
• France
• Spain
• Italy
• Rest of Europe

Asia Pacific
• China
• India
• Japan
• Australia
• South Korea
• Rest of Asia Pacific

Latin America
• Brazil
• Mexico

Middle East & Africa
• UAE
• Saudi Arabia
• South Africa
• Rest of Middle East & Africa

Software Solutions are Expected to Dominate the Market

Within the component segmentation, software solutions are anticipated to hold the largest market share during the forecast period. Enterprises are increasingly adopting advanced platforms capable of integrating AI-driven analytics, customer journey mapping, and automated workflow engines. The ability of software solutions to provide actionable insights, consolidate multi-channel interactions, and deliver measurable improvements in service quality is driving their dominance. Moreover, their scalability and compatibility with existing enterprise architectures make them the preferred choice for organizations seeking to modernize their customer management frameworks.

Cloud Deployment Leads in Revenue Contribution

When segmented by deployment mode, cloud-based solutions dominate market revenues and are projected to expand at the fastest pace over the forecast timeline. Businesses are rapidly moving away from legacy on-premises models in favor of flexible, subscription-based platforms that can be deployed globally with minimal capital expenditure. The cloud model ensures continuous upgrades, elastic scalability, and remote accessibility—capabilities that are critical in today’s hybrid work and digital-first environments. Although certain industries still rely on on-premises solutions due to regulatory compliance needs, the clear shift toward cloud-based deployments underscores the broader market’s evolution.

The key regions considered for the Global SQM and CEM Market study include North America, Europe, Asia Pacific, Latin America, and the Middle East & Africa. North America dominated the market in 2025 with the largest market share owing to its robust technology infrastructure, early adoption of advanced customer engagement solutions, and the presence of leading global vendors. Enterprises across sectors such as BFSI, telecommunications, and retail are investing heavily in SQM and CEM platforms to maintain their competitive edge and cater to evolving customer expectations. Meanwhile, Asia Pacific is projected to experience the fastest growth, propelled by rapid digital transformation, surging smartphone penetration, and expanding e-commerce ecosystems in countries like China and India. Favorable government initiatives, combined with significant venture capital investments in the region’s tech sector, are accelerating the demand for SQM and CEM solutions.

Major market players included in this report are:
• Salesforce, Inc.
• Oracle Corporation
• SAP SE
• Adobe Inc.
• Medallia, Inc.
• Qualtrics International Inc.
• Genesys Telecommunications Laboratories, Inc.
• NICE Ltd.
• Verint Systems Inc.
• Zendesk, Inc.
• IBM Corporation
• Cisco Systems, Inc.
• OpenText Corporation
• Avaya Holdings Corp.
• Ericsson

Global SQM and CEM Market Report Scope:
• Historical Data – 2023, 2024
• Base Year for Estimation – 2024
• Forecast period - 2025-2035
• Report Coverage - Revenue forecast, Company Ranking, Competitive Landscape, Growth factors, and Trends
• Regional Scope - North America; Europe; Asia Pacific; Latin America; Middle East & Africa

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values for the coming years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within the countries involved in the study. The report also provides detailed information about crucial aspects, such as driving factors and challenges, which will define the future growth of the market. Additionally, it incorporates potential opportunities in micro-markets for stakeholders to invest, along with a detailed analysis of the competitive landscape and product offerings of key players. The detailed segments and sub-segments of the market are explained below:

Key Takeaways:
• Market Estimates & Forecast for 10 years from 2025 to 2035.
• Annualized revenues and regional-level analysis for each market segment.
• Detailed analysis of the geographical landscape with country-level analysis of major regions.
• Competitive landscape with information on major players in the market.
• Analysis of key business strategies and recommendations on future market approach.
• Analysis of the competitive structure of the market.
• Demand side and supply side analysis of the market.

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