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Customer Experience Management Market

Publisher Evolve Business Intelligence
Published Apr 14, 2025
SKU # EVBI19932246

Description

The Customer Experience Management (CEM) Market is projected to reach USD 26.36 Billion by 2033, growing from USD 11.23 Billion in 2023 at a compound annual growth rate (CAGR) of 17.68% during the period from 2023 to 2033. CEM, also known as Customer Experience Management (CXM), is a strategic framework focused on understanding, monitoring, and enhancing customer interactions throughout their entire journey with a company. This approach involves collecting and analyzing customer feedback, utilizing data and analytics, and applying processes and technologies to improve every touchpoint across multiple channels. The primary objective of CEM is to foster strong customer relationships, boost satisfaction and loyalty, and drive business growth by consistently meeting or surpassing customer expectations.

The latest research report by Evolve Business Intelligence explores the various factors influencing the global market. It includes an analysis of the current market size, forecasts for key segments and regions, and the driving forces behind market growth. The report examines the potential impacts of key trends on business strategies and provides a SWOT analysis of critical sectors for each major competitor and customer group. This valuable data highlights the conglomerates likely to impact the industry, crucial for any company planning to invest strategically over the next five years. These insights complement our initial quantitative study, aiding in new investments and strategic planning to mitigate threats in existing sectors.

Segments covered

By Vertical (Retail, BFSI, Travel and Hospitality, IT and Telecom, Healthcare, Others)
By Touchpoint (Website, Store, Call Center, Mobile App, Others)
By Deployment Type (Cloud, On-premises)

Key players

Adobe
IBM
Oracle
Nokia
SAP
SDL
Teradata
InMoment
Sitecore
Manthan

Table of Contents

CHAPTER 1. Executive Summary
CHAPTER 2. Scope of the Study
2.1. Market Definition
2.2. Market Scope & Segmentation
2.2.1. Objective of Report
CHAPTER 3. Evolve BI Methodology
3.1. Data Collection & Validation Approach
3.2. Market Size Estimation and Forecast
CHAPTER 4. Exclusive Analysis
4.1. Market Opportunity Score
4.1.1. Vertical Segement – Market Opportunity Score
4.1.2. Touchpoint Segment – Market Opportunity Score
4.1.3. Deployment Type Segment – Market Opportunity Score
4.2. Key Market Influencing Indicators
CHAPTER 5. Market Insights and Trends
5.1. Value Chain Analysis
5.1.1. Raw Material
5.1.2. Manufacturing Process
5.1.3. Distribution Channel
5.1.4. End User
5.2. Porter’s Five Forces Analysis
5.2.1. Bargaining Power of Buyers
5.2.2. Bargaining Power of Suppliers
5.2.3. Threat of New Entrant
5.2.4. Threat of Substitute
5.2.5. Industry Rivalry
5.3. COVID-19 Impact and Post COVID Scenario on Customer Experience Management Market
5.3.1. Impact of COVID-19
5.3.2. Government Support and Industry Revival Policies
5.3.3. Measures Taken by Companies to Mitigate Negative Impact
5.3.4. Post COVID Trend
CHAPTER 6. Market Dynamics
6.1. Introduction
6.2. Drivers
6.2.1. Driver 1
6.2.2. Driver 2
6.2.3. Driver 3
6.3. Restraints
6.3.1. Restraint 1
6.3.2. Restraint 2
6.4. Opportunity
6.4.1. Opportunity 1
CHAPTER 7. Customer Experience Management Market, By Vertical
7.1. Introduction
7.1.1. Retail
7.1.2. BFSI
7.1.3. Travel and Hospitality
7.1.4. IT and Telecom
7.1.5. Healthcare
7.1.6. Others
CHAPTER 8 Customer Experience Management Market, By Touchpoint
8.1. Introduction
8.1.1. Website
8.1.2. Store
8.1.3. Call Center
8.1.4. Mobile App
8.1.5. Other
CHAPTER 9. Customer Experience Management Market, By Deployment Type
9.1. Introduction
9.1.1. Cloud
9.1.2. On-premises
CHAPTER 10. Customer Experience Management Market, By Region
10.1. Introduction
10.2. NORTH AMERICA
10.2.1. North America: Market Size and Forecast, By Country, 2023 – 2033 ($ Million)
10.2.2. North America: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.2.3. North America: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.2.4. North America: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.2.5. US
10.2.5.1. US: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.2.5.2. US: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.2.5.3. US: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.2.6. CANADA
10.2.6.1. Canada: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.2.6.2. Canada: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.2.6.3. Canada: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.2.7. MEXICO
10.2.7.1. Mexico: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.2.7.2. Mexico: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.2.7.3. Mexico: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.3. Europe
10.3.1. Europe: Market Size and Forecast, By Country, 2023 – 2033 ($ Million)
10.3.2. Europe: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.3.3. Europe: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.3.4. Europe: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.3.5. U.K.
10.3.5.1. U.K.: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.3.5.2. U.K.: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.3.5.3. U.K.: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.3.6. GERMANY
10.3.6.1. Germany: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.3.6.2. Germany: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.3.6.3. Germany: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.3.7. FRANCE
10.3.7.1. France: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.3.7.2. France: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.3.7.3. France: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.3.8. ITALY
10.3.8.1. Italy: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.3.8.2. Italy: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.3.8.3. Italy: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.3.9. SPAIN
10.3.9.1. Spain: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.3.9.2. Spain: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.3.9.3. Spain: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.3.10. BENELUX
10.3.10.1. BeNeLux: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.3.10.2. BeNeLux: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.3.10.3. BeNeLux: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.3.11. RUSSIA
10.3.11.1. Russia: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.3.11.2. Russia: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.3.11.3. Russia: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.3.12. REST OF EUROPE
10.3.12.1. Rest of Europe: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.3.12.2. Rest of Europe: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.3.12.3. Rest of Europe: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.4. Asia Pacific
10.4.1. Asia Pacific: Market Size and Forecast, By Country, 2023 – 2033 ($ Million)
10.4.2. Asia Pacific: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.4.3. Asia Pacific: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.4.4. Asia Pacific: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.4.5. CHINA
10.4.5.1. China: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.4.5.2. China: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.4.5.3. China: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.4.6. JAPAN
10.4.6.1. Japan: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.4.6.2. Japan: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.4.6.3. Japan: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.4.7. INDIA
10.4.7.1. India: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.4.7.2. India: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.4.7.3. India: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.4.8. SOUTH KOREA
10.4.8.1. South Korea: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.4.8.2. South Korea: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.4.8.3. South Korea: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.4.9. THAILAND
10.4.9.1. Thailand: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.4.9.2. Thailand: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.4.9.3. Thailand: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.4.10. INDONESIA
10.4.10.1. Indonesia: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.4.10.2. Indonesia: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.4.10.3. Indonesia: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.4.11. MALAYSIA
10.4.11.1. Malaysia: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.4.11.2. Malaysia: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.4.11.3. Malaysia: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.4.12. AUSTRALIA
10.4.12.1. Australia: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.4.12.2. Australia: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.4.12.3. Australia: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.4.13. REST FO ASIA PACIFIC
10.4.13.1. Rest fo Asia Pacific: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.4.13.2. Rest fo Asia Pacific: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.4.13.3. Rest fo Asia Pacific: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.5. South America
10.5.1. South America: Market Size and Forecast, By Country, 2023 – 2033 ($ Million)
10.5.2. South America: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.5.3. South America: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.5.4. South America: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.5.5. BRAZIL
10.5.5.1. Brazil: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.5.5.2. Brazil: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.5.5.3. Brazil: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.5.6. ARGENTINA
10.5.6.1. Argentina: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.5.6.2. Argentina: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.5.6.3. Argentina: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.5.7. REST OF SOUTH AMERICA
10.5.7.1. Rest of South America: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.5.7.2. Rest of South America: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.5.7.3. Rest of South America: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.6. Middle East & Africa
10.6.1. Middle East & Africa: Market Size and Forecast, By Country, 2023 – 2033 ($ Million)
10.6.2. Middle East & Africa: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.6.3. Middle East & Africa: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.6.4. Middle East & Africa: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.6.5. SAUDI ARABIA
10.6.5.1. Saudi Arabia: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.6.5.2. Saudi Arabia: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.6.5.3. Saudi Arabia: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.6.6. UAE
10.6.6.1. UAE: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.6.6.2. UAE: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.6.6.3. UAE: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.6.7. EGYPT
10.6.7.1. Egypt: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.6.7.2. Egypt: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.6.7.3. Egypt: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.6.8. SOUTH AFRICA
10.6.8.1. South Africa: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.6.8.2. South Africa: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.6.8.3. South Africa: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
10.6.9. REST OF MIDDLE EAST & AFRICA
10.6.9.1. Rest of Middle East & Africa: Market Size and Forecast, By Vertical, 2023 – 2033 ($ Million)
10.6.9.2. Rest of Middle East & Africa: Market Size and Forecast, By Touchpoint, 2023 – 2033 ($ Million)
10.6.9.3. Rest of Middle East & Africa: Market Size and Forecast, By Deployment Type, 2023 – 2033 ($ Million)
CHAPTER 12. Competitive Landscape
12.1. Competitior Benchmarking 2023
12.2. Market Share Analysis
12.3. Key Developments Analysis By Top 5 Companies
12.4. Market Share Acquisition Strategies: Analysis of Key Approaches Employed by Top Players
CHAPTER 13. Company Profiles
13.1. Adobe
13.1.1. Introduction
13.1.2. Financial Analysis
13.1.2.1. Business Segment Revenue, 2020, 2021, 2022, $ Million
13.1.2.2. Geographic Revenue Mix, 2022 (% Share)
13.1.3. Product Portfolio
13.1.4. Recent Development and Strategies Adopted
13.1.5. SWOT Analysis
13.2. IBM
13.3. Oracle
13.4. Nokia
13.5. SAP
13.6. SDL
13.7. Teradata
13.8. InMoment
13.9 Sitecore
13.10 Manthan

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