Report cover image

Customer Experience Management Market

Publisher Coherent Market Insights
Published Jul 14, 2025
Length 154 Pages
SKU # CMI20302979

Description

Customer experience management (CXM) solutions help to improve consumer loyalty by enhancing the user experience, improving the efficiency of the organization's human resources, and reducing operational costs. They also allow organizations to gain insights into their customers' behavior and preferences, allowing them to provide more personalized services. The right customer experience management technology can help businesses turn data into insights and then automate actions based on them. This is critical to maximizing the value of the customer data and improving the business performance in the long run.

Market Dynamics

The increased demand for cloud-based CRM systems is expected to drive growth of the global customer experience management market over the forecast period. These systems allow companies to store data and provide access to customer data from any location and device, and are cost-effective compared with on-premises models.

However, lack of innovation, and issues regarding data privacy and security are the factors expected to hinder growth of the global customer experience management market over the forecast period.

Key features of the study
  • This report provides in-depth analysis of the global customer experience management market, and provides market size (USD Bn) and compound annual growth rate (CAGR%) for the forecast period 2025-2032, considering 2024 as the base year.
  • It elucidates potential revenue opportunities across different segments and explains attractive investment proposition matrices for this market.
  • This study also provides key insights about market drivers, restraints, opportunities, new product launches or approval, market trends, regional outlook, and competitive strategies adopted by key players.
  • It profiles key players in the global customer experience management market based on the following parameters – company highlights, products portfolio, key highlights, financial performance, and strategies.
  • Key companies covered as a part of this study include MaritzCX Research LLC (Inmoment LLC), Adobe Inc., Medallia Inc., Oracle Corporation, Clarabridge, SAP SE, Sitecore, IBM Corporation, Zendesk, Avaya Inc., Open Text Corporation, Verint Systems Inc., and Tech Mahindra.
  • Insights from this report would allow marketers and the management authorities of the companies to make informed decisions regarding their future product launches, type up-gradation, market expansion, and marketing tactics.
  • The global customer experience management market report caters to various stakeholders in this industry including investors, suppliers, product manufacturers, distributors, new entrants, and financial analysts.
  • Stakeholders would have ease in decision-making through various strategy matrices used in analyzing the global customer experience management market.
Market Segmentation
  • Global Customer Experience Management Market, By Component
  • Solutions
  • Services
  • Professional Services
  • Managed Services
  • Global Customer Experience Management Market, By Deployment
  • Cloud
  • On-premise
  • Global Customer Experience Management Market, By Organization Size
  • SMEs
  • Large Enterprises
  • Global Customer Experience Management Market, By Touchpoint
  • Telephone
  • Email
  • Web
  • Social Media
  • Other Touchpoints
  • Global Customer Experience Management Market, By Application
  • BFSI
  • Retail
  • IT and Telecommunications
  • Healthcare
  • Manufacturing
  • Government
  • Travel and Transportation
  • Other Applications
  • Global Customer Experience Management Market, By Geography
  • North America
  • U.S.
  • Canada
  • Latin America
  • Brazil
  • Argentina
  • Mexico
  • Rest of Latin America
  • Europe
  • Germany
  • U.K.
  • Spain
  • France
  • Italy
  • Russia
  • Rest of Europe
  • Asia Pacific
  • China
  • India
  • Japan
  • Australia
  • South Korea
  • ASEAN
  • Rest of Asia Pacific
  • Middle East
  • GCC Countries
  • Israel
  • Rest of Middle East
  • Africa
  • South Africa
  • North Africa
  • Central Africa
  • Company Profiles
  • Adobe Inc.
  • Oracle Corporation
  • SAP SE
  • IBM Corporation
  • Avaya Inc.
  • Verint Systems Inc.
  • Tech Mahindra
  • Open Text Corporation.
  • Zendesk
  • Sitecore
  • Clarabridge
  • Medallia Inc.
  • MaritzCX Research LLC (Inmoment LLC)

Table of Contents

154 Pages
1. Research Objectives and Assumptions
Research Objectives
Assumptions
Abbreviations
2. Market Purview
Report Description
Market Definition and Scope
Executive Summary
Market Snapshot, By Component
Market Snapshot, By Deployment
Market Snapshot, By Organization Size
Market Snapshot, By Touch point
Market Snapshot, By Application
Coherent Opportunity Map (COM)
3. Market Dynamics, Regulations, and Trends Analysis
Market Dynamics
Drivers
Increasing adoption of automation, cloud-based technology, and advanced analytics
Rising demand for personalized customer
Restraints
Issues regarding data privacy and security
Increasing regulatory compliance
Opportunities
Growing adoption of AI
Impact Analysis
Key Highlights
Regulatory Scenario
Product launch/Approvals
PEST Analysis
PORTER’s Analysis
Merger and Acquisition Scenario
4. Global Customer Experience Management Market, By Component, 2020-2032, (USD Bn)
Introduction
Market Share Analysis, 2025 and 2032 (%)
Y-o-Y Growth Analysis, 2021 – 2032
Segment Trends
Solutions
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Bn)
Services
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Bn)
Professional Services
Managed Services
5. Global Customer Experience Management Market , By Deployment, 2020-2032, (USD Bn)
Introduction
Market Share Analysis, 2025 and 2032 (%)
Y-o-Y Growth Analysis, 2021 – 2032
Segment Trends
Cloud
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
On-premise
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
6. Global Customer Experience Management Market , By Organization Size, 2020-2032, (USD Bn)
Introduction
Market Share Analysis, 2025 and 2032 (%)
Y-o-Y Growth Analysis, 2021 – 2032
Segment Trends
SMEs
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
Large Enterprises
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
7. Global Customer Experience Management Market , By Touchpoint, 2020-2032, (USD Bn)
Introduction
Market Share Analysis, 2025 and 2032 (%)
Y-o-Y Growth Analysis, 2021 – 2032
Segment Trends
Telephone
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
Email
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
Web
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
Social Media
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
Other Touchpoints
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
8. Global Customer Experience Management Market , By Application, 2020-2032, (USD Bn)
Introduction
Market Share Analysis, 2025 and 2032 (%)
Y-o-Y Growth Analysis, 2021 – 2032
Segment Trends
BFSI
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
Retail
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
IT and Telecommunications
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
Healthcare
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
Manufacturing
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
Government
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
Travel and Transportation
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
Other Applications
Introduction
Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(USD Billion)
9. Global Customer Experience Management Market , By Region, 2020-2032, (USD Bn)
Introduction
Market Share Analysis, By Country, 2025 and 2032 (%)
Y-o-Y Growth Analysis, For Country 2021–2032
Country Trends
North America
Introduction
Market Size and Forecast, and Y-o-Y Growth, By Component, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Organization Size, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Touch point, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Application, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Country, 2020-2032,(USD Bn)
U.S.
Canada
Europe
Introduction
Market Size and Forecast, and Y-o-Y Growth, By Component, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Organization Size, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Touch point, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Application, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Country, 2020-2032,(USD Bn)
Germany
U.K.
Spain
France
Italy
Russia
Rest of Europe
Asia Pacific
Introduction
Market Size and Forecast, and Y-o-Y Growth, By Component, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Organization Size, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Touch point, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Application, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Country, 2020-2032,(USD Bn)
China
India
Japan
Australia
South Korea
ASEAN
Rest of Asia Pacific
Latin America
Introduction
Market Size and Forecast, and Y-o-Y Growth, By Component, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Organization Size, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Touch point, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Application, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Country, 2020-2032,(USD Bn)
Brazil
Argentina
Mexico
Rest of Latin America
Middle East & Africa
Introduction
Market Size and Forecast, and Y-o-Y Growth, By Component, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Organization Size, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Touch point, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Application, 2020-2032,(USD Bn)
Market Size and Forecast, and Y-o-Y Growth, By Country, 2020-2032,(USD Bn)
GCC Countries
Israel
South Africa
North Africa
Central Africa
10. Competitive Landscape
Adobe Inc.
Company Highlights
Product Portfolio
Key Developments
Financial Performance
Strategies
Oracle Corporation
Company Highlights
Product Portfolio
Key Highlights
Financial Performance
Strategies
SAP SE
Company Highlights
Product Portfolio
Key Highlights
Financial Performance
Strategies
IBM Corporation
Company Highlights
Product Portfolio
Key Highlights
Financial Performance
Strategies
Avaya Inc.
Company Highlights
Product Portfolio
Key Highlights
Financial Performance
Strategies
Verint Systems Inc.
Company Highlights
Product Portfolio
Key Highlights
Financial Performance
Strategies
Tech Mahindra
Company Highlights
Product Portfolio
Key Highlights
Financial Performance
Strategies
Open Text Corporation.
Company Highlights
Product Portfolio
Key Highlights
Financial Performance
Strategies
Zendesk
Company Highlights
Product Portfolio
Key Highlights
Financial Performance
Strategies
Sitecore
Company Highlights
Product Portfolio
Key Highlights
Financial Performance
Strategies
Analyst Views
11. Section
Research Methodology
About us

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