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North America Customer Experience Management (CXM) Market, By Offerings (Solution, Services); By Touch Point (Stores/Branches, Call Centers, Social Media Platform, Email, Mobile, Web Services, Others); By Deployment Mode (On-Premises, Cloud); By Enterpris

Publisher BlueWeave Consulting
Published Nov 07, 2024
Length 255 Pages
SKU # BLWC19342381

Description

North America Customer Experience Management (CXM) Market, By Offerings (Solution, Services); By Touch Point (Stores/Branches, Call Centers, Social Media Platform, Email, Mobile, Web Services, Others); By Deployment Mode (On-Premises, Cloud); By Enterprise Size (SMEs, Large Enterprises); By End User (BFSI, Retail, Healthcare, Automotive, Travel & Hospitality, Media & Entertainment, Public Sector, Others (Education, Transportation, Logistics)); By Country (United States, Canada), Trend Analysis, Competitive Landscape & Forecast, 2019–2030


North America Customer Experience Management (CXM) Market Doubles Its Size to USD 10.7 Billion by 2030
North America Customer Experience Management (CXM) Market is thriving due to increasing digital transformation, rising demand for personalized customer interactions, expanding e-commerce, adoption of AI and analytics, and focus on customer retention and loyalty.
BlueWeave Consulting, a leading strategic consulting and market research firm, in its recent study, estimated North America Customer Experience Management Market size by value at USD 5.28 billion in 2023. During the forecast period between 2024 and 2030, BlueWeave expects North America Customer Experience Management Market size to expand at a CAGR of 15.20% reaching a value of USD 10.70 billion by 2030. North America Customer Experience Management (CXM) Market is driven by a rise in digital transformation initiatives, increasing adoption of AI and data analytics for personalized interactions, and a growing focus on customer retention and satisfaction. The proliferation of omnichannel customer interactions, including social media and mobile platforms, further fuels CEM solutions. Additionally, heightened competition across industries pushes companies to prioritize customer-centric strategies, while regulatory standards for data privacy ensure a secure and trustworthy customer experience.
Opportunity – Growing Integration of AI and ML
The integration of Artificial Intelligence (AI) and Machine Learning (ML) is transforming North American Customer Experience Management (CEM) market. Advanced technologies like AI and ML enable businesses to deliver personalized, real-time experiences by analyzing large volumes of customer data. AI-driven chatbots, predictive analytics, and automated customer service solutions are enhancing customer interactions, improving satisfaction, and boosting brand loyalty. The growing reliance on AI and ML to streamline processes and gain actionable insights is a key driver of market expansion.
Impact of Escalating Geopolitical Tensions on North America Customer Experience Management Market
Escalating geopolitical tensions could disrupt North America Customer Experience Management (CXM) Market by increasing uncertainty in global trade and supply chains. Political uncertainities may lead to delays in product or service delivery, affecting customer satisfaction. Additionally, businesses might face higher operational costs and reduced consumer confidence, impacting CXM strategies. Companies may need to adapt rapidly to changing regulations and local market dynamics, emphasizing resilience in customer interactions to maintain brand loyalty amidst instability.
Cloud Deployment Mode Leads North America CXM Market
The cloud segment holds the largest share in North American Customer Experience Management (CEM) Market by deployment mode. The cloud technology’s dominance is driven by businesses' increasing demand for scalable, flexible, and cost-efficient solutions. Cloud-based CEM platforms offer organizations the ability to utilize data analytics, gain customer insights, and provide real-time engagement, all of which are crucial for boosting customer satisfaction and loyalty. Furthermore, cloud solutions facilitate remote access, enabling businesses to operate seamlessly across various locations while adapting to the growing trend of remote work. This move toward cloud adoption aligns with North America's robust digital infrastructure and its emphasis on customer-centric approaches.
Competitive Landscape
North America Customer Experience Management Market is fiercely competitive, with numerous companies vying for a larger market share. Major companies in the market include Adobe Inc., Avaya Inc., Clarabridge, Freshworks Inc., Genesys, International Business Machines Corp., Medallia Inc., Open Text Corp., Oracle Corporation, and SAP SE. These companies use various strategies, including increasing investments in their R&D activities, mergers and acquisitions, joint ventures, collaborations, licensing agreements, and new product and service releases to further strengthen their position in North America Customer Experience Management Market.

The in-depth analysis of the report provides information about growth potential, upcoming trends, and statistics of North America Customer Experience Management Market. It also highlights the factors driving forecasts of total market size. The report promises to provide recent technology trends in North America Customer Experience Management Market and industry insights to help decision-makers make sound strategic decisions. Further, the report also analyzes the growth drivers, challenges, and competitive dynamics of the market.

Table of Contents

255 Pages
1. Research Framework
1.1. Research Objective
1.2. Product Overview
1.3. Market Segmentation
2. Executive Summary
3. North America Customer Experience Management (CXM) Market Insights
3.1. Industry Value Chain Analysis
3.1.1. DROC Analysis
3.1.2. Growth Drivers
3.1.2.1. Rapid adoption of digital technologies across industries
3.1.2.2. Rising customer expectations
3.1.2.3. Increasing focus on data-driven insights
3.1.3. Restraints
3.1.3.1. Data privacy and security concerns
3.1.3.2. Complexity of implementation
3.1.3.3. High initial investment costs
3.1.4. Opportunities
3.1.4.1. Growing integration of AI and ML
3.1.4.2. Delivering consistent and personalized experiences across multiple channels
3.1.4.3. Leveraging real-time feedback mechanisms
3.1.5. Challenges
3.1.5.1. Ensuring data accuracy and consistency
3.1.5.2. Lack of skilled workforce
3.2. Technological Advancements/Recent Developments
3.3. Regulatory Framework
3.4. Porter’s Five Forces Analysis
3.4.1. Bargaining Power of Suppliers
3.4.2. Bargaining Power of Buyers
3.4.3. Threat of New Entrants
3.4.4. Threat of Substitutes
3.4.5. Intensity of Rivalry
4. North America Customer Experience Management (CXM): Marketing Strategies
5. North America Customer Experience Management (CXM) Market: Pricing Analysis
6. North America Customer Experience Management (CXM) Market Overview
6.1. Market Size & Forecast, 2019–2030
6.1.1. By Value (USD Billion)
6.2. Market Share & Forecast
6.2.1. By Offerings
6.2.1.1. Solution
6.2.1.2. Services
6.2.2. By Touch Point
6.2.2.1. Stores/Branches
6.2.2.2. Call Centers
6.2.2.3. Social Media Platform
6.2.2.4. Email
6.2.2.5. Mobile
6.2.2.6. Web Services
6.2.2.7. Others
6.2.3. By Deployment Mode
6.2.3.1. On-Premises
6.2.3.2. Cloud
6.2.4. By Enterprise Size
6.2.4.1. SMEs
6.2.4.2. Large Enterprises
6.2.5. By End User
6.2.5.1. BFSI
6.2.5.2. Retail
6.2.5.3. Healthcare
6.2.5.4. Automotive
6.2.5.5. Travel & Hospitality
6.2.5.6. Media & Entertainment
6.2.5.7. Public Sector
6.2.5.8. Others (Education, Transportation, Logistics)
6.2.6. By Country
6.2.6.1. United States
6.2.6.2. Canada
7. United States Electric Commercial Vehicle Market
7.1. Market Size & Forecast, 2019–2030
7.1.1. By Value (USD Billion)
7.2. Market Share & Forecast
7.2.1. By Offerings
7.2.2. By Category
7.2.3. By Deployment Mode
7.2.4. By Enterprise Size
7.2.5. By End User
8. Canada Electric Commercial Vehicle Market
8.1. Market Size & Forecast, 2019–2030
8.1.1. By Value (USD Billion)
8.2. Market Share & Forecast
8.2.1. By Offerings
8.2.2. By Category
8.2.3. By Deployment Mode
8.2.4. By Enterprise Size
8.2.5. By End User
9. Competitive Landscape
9.1. List of Key Players and Their Offerings
9.2. North America Customer Experience Management (CXM) Company Market Share Analysis, 2023
9.3. Competitive Benchmarking, By Operating Parameters
9.4. Key Strategic Developments (Mergers, Acquisitions, Partnerships, etc.)
10. Impact of Geopolitical Tensions on North America Customer Experience Management (CXM) Market
11. Company Profiles (Company Overview, Financial Matrix, Competitive Landscape, Key Personnel, Key Competitors, Contact Address, Strategic Outlook, and SWOT Analysis)
11.1. Adobe Inc.
11.2. Avaya Inc.
11.3. Clarabridge
11.4. Freshworks Inc.
11.5. Genesys
11.6. International Business Machines Corp.
11.7. Medallia Inc.
11.8. Open Text Corp.
11.9. Oracle Corporation
11.10. SAP SE
11.11. Other Prominent Players
12. Key Strategic Recommendations
13. Research Methodology
13.1. Qualitative Research
13.1.1. Primary & Secondary Research
13.2. Quantitative Research
13.3. Market Breakdown & Data Triangulation
13.3.1. Secondary Research
13.3.2. Primary Research
13.4. Breakdown of Primary Research Respondents, By Region
13.5. Assumptions & Limitations
*Financial information of non-listed companies can be provided as per availability.
**The segmentation and the companies are subject to modifications based on in-depth secondary research for the final deliverable
List of Figures
Figure 1 North America Customer Experience Management (CXM) Segmentation
Figure 2 North America Customer Experience Management (CXM) Market Value Chain Analysis
Figure 3 Company Market Share Analysis, 2023
Figure 4 North America Customer Experience Management (CXM) Market Size, By Value (USD Billion), 2019–2030
Figure 5 North America Customer Experience Management (CXM) Market Share, By Offerings, By Value, 2019–2030
Figure 6 North America Customer Experience Management (CXM) Market Share, By Category, By Value, 2019–2030
Figure 7 North America Customer Experience Management (CXM) Market Share, By Deployment Mode, By Value, 2019–2030
Figure 8 North America Customer Experience Management (CXM) Market Share, By Enterprise Size, By Value, 2019–2030
Figure 9 North America Customer Experience Management (CXM) Market Share, By End User, By Value, 2019–2030
Figure 10 North America Customer Experience Management (CXM) Market Share, By Country, By Value, 2019–2030
Figure 11 United States Customer Experience Management (CXM) Market Size, By Value (USD Billion), 2019–2030
Figure 12 United States Customer Experience Management (CXM) Market Share, By Offerings, By Value, 2019–2030
Figure 13 United States Customer Experience Management (CXM) Market Share, By Category, By Value, 2019–2030
Figure 14 United States Customer Experience Management (CXM) Market Share, By Deployment Mode, By Value, 2019–2030
Figure 15 United States Customer Experience Management (CXM) Market Share, By Enterprise Size, By Value, 2019–2030
Figure 16 United States Customer Experience Management (CXM) Market Share, By End User, By Value, 2019–2030
Figure 17 Canada Customer Experience Management (CXM) Market Size, By Value (USD Billion), 2019–2030
Figure 18 Canada Customer Experience Management (CXM) Market Share, By Offerings, By Value, 2019–2030
Figure 19 Canada Customer Experience Management (CXM) Market Share, By Category, By Value, 2019–2030
Figure 20 Canada Customer Experience Management (CXM) Market Share, By Deployment Mode, By Value, 2019–2030
Figure 21 Canada Customer Experience Management (CXM) Market Share, By Enterprise Size, By Value, 2019–2030
Figure 22 Canada Customer Experience Management (CXM) Market Share, By End User, By Value, 2019–2030
List of Tables
Table 1 North America Customer Experience Management (CXM) Market Size, By Value (USD Billion), 2019–2030
Table 2 North America Customer Experience Management (CXM) Market Size, By Offerings, By Value, 2019–2030
Table 3 North America Customer Experience Management (CXM) Market Size, By Category, By Value, 2019–2030
Table 4 North America Customer Experience Management (CXM) Market Size, By Deployment Mode, By Value, 2019–2030
Table 5 North America Customer Experience Management (CXM) Market Size, By Enterprise Size, By Value, 2019–2030
Table 6 North America Customer Experience Management (CXM) Market Size, By End User, By Value, 2019–2030
Table 7 North America Customer Experience Management (CXM) Market Size, By Country, By Value, 2019–2030
Table 8 United States Customer Experience Management (CXM) Market Size, By Value (USD Billion), 2019–2030
Table 9 United States Customer Experience Management (CXM) Market Size, By Offerings, By Value, 2019–2030
Table 10 United States Customer Experience Management (CXM) Market Size, By Category, By Value, 2019–2030
Table 11 United States Customer Experience Management (CXM) Market Size, By Deployment Mode, By Value, 2019–2030
Table 12 United States Customer Experience Management (CXM) Market Size, By Enterprise Size, By Value, 2019–2030
Table 13 United States Customer Experience Management (CXM) Market Size, By End User, By Value, 2019–2030
Table 14 Canada Customer Experience Management (CXM) Market Size, By Value (USD Billion), 2019–2030
Table 15 Canada Customer Experience Management (CXM) Market Size, By Offerings, By Value, 2019–2030
Table 16 Canada Customer Experience Management (CXM) Market Size, By Category, By Value, 2019–2030
Table 17 Canada Customer Experience Management (CXM) Market Size, By Deployment Mode, By Value, 2019–2030
Table 18 Canada Customer Experience Management (CXM) Market Size, By Enterprise Size, By Value, 2019–2030
Table 19 Canada Customer Experience Management (CXM) Market Size, By End User, By Value, 2019–2030
Table 20 Adobe Inc. Company Overview
Table 21 Adobe Inc. Financial Overview
Table 22 Avaya Inc. Company Overview
Table 23 Avaya Inc. Financial Overview
Table 24 Clarabridge Company Overview
Table 25 Clarabridge Financial Overview
Table 26 Freshworks Inc. Company Overview
Table 27 Freshworks Inc. Financial Overview
Table 28 Genesys Company Overview
Table 29 Genesys Financial Overview
Table 30 International Business Machines Corp. Company Overview
Table 31 International Business Machines Corp. Financial Overview
Table 32 Medallia Inc. Company Overview
Table 33 Medallia Inc. Financial Overview
Table 34 Open Text Corp. Company Overview
Table 35 Open Text Corp. Financial Overview
Table 36 Oracle Corporation Company Overview
Table 37 Oracle Corporation Financial Overview
Table 38 SAP SE Company Overview
Table 39 SAP SE Financial Overview

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