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Customer Experience Management (CEM) Market Size, Share & Trends Analysis Report By Analytical Tool, By Touch Point Type (Call Centers, Mobile, Email, Social Media), By Deployment, By End-User, And Segment Forecasts, 2018 - 2025

Customer Experience Management (CEM) Market Size, Share & Trends Analysis Report By Analytical Tool, By Touch Point Type (Call Centers, Mobile, Email, Social Media), By Deployment, By End-User, And Segment Forecasts, 2018 - 2025

The global customer experience management market size is expected to reach USD 32.49 billion by 2025, according to a new report by Grand View Research, Inc., progressing at a CAGR of 22.9% during the forecast period. Growing focus of business organizations on retaining their customers by providing consistent and enhanced customer experience across multiple channels is one of the key trends stimulating market growth.

Cloud-based implementation of customer experience management is expected to gain traction over the forecast period. This growth can be attributed to rising number of organizations using cloud deployment models at their contact center to effectively engage customers across different channels such as mobile, email, call center, social media, and chat.

The retail sector is one of the largest end-users segment of customer experience management software. Retailers are actively focusing on delivering enhanced customer experience while buying and interacting with the brand or the company. In current era, customers are relying on different technology to get information and to make their purchase decision. Retail companies are using structured analytics CEM technology to maintain detailed information about their customer’s profile. By collecting this customer information from different touch points such as web, mobile, social and media, retail companies can get the idea about their customer preferences by analyzing their personalized insights. Using this crucial information, the retailers can deliver personalized and superior customer experience in turn gain loyal customer relationship.

Further key findings from the report suggest:

  • On the basis of touch point, the call center segment was the largest segment in 2016 and is anticipated to generate revenue of over USD 1.70 billion by 2025.
  • Based on analytical tools, speech analytics is estimated to be at the forefront of the market throughout the forecast horizon
  • The customer experience management market in the BFSI sector is anticipated to cross the USD 7.33 billion mark by 2025
  • Asia Pacific is projected to witness substantial growth over the forecast period. The growth can be attributed to growing adoption of CEM techniques among various end-user industries. The regional market is expected to rise at a CAGR of 24.7% from 2017 to 2025
  • Key players include IBM Corporation; Oracle Corporation; Adobe Systems Incorporated; Nokia Networks; and Avaya, Inc. dominated the market in 2016.


Chapter 1 Methodology and Scope
1.1 Research Methodology
1.2 Research Scope & Assumptions
1.3 List of Data Sources
Chapter 2 Executive Summary
Chapter 3 Market Snapshot
3.1 Customer experience management (CEM) - Market snapshot & key buying criteria, 2014 - 2025
3.1.1 Global CEM market, 2014 - 2025
Chapter 4 Industry Outlook
4.1 Market Segmentation
4.2 Customer Experience Management - Market Size and Growth Prospects
4.3 Customer Experience Management (CEM) - Value Chain Analysis
4.4 Market Dynamics
4.4.1 Market driver analysis
4.4.1.1 Proliferation of digital technology
4.4.1.2 Increasing necessity for customer retention by reducing customer churn out rate
4.4.1.3 Growing demand for cloud based CEM in SMBs
4.4.2 Market restraint analysis
4.4.2.1 Inconsistent customer experience across multiple channel
4.4.3 Industry Analysis - Porter’s
4.5 Penetration & Growth Prospect Mapping
4.6 Key Company Analysis, 2016
4.7 Application Security - PESTEL Analysis
Chapter 5 Market Categorization 1: Analytical Tools Estimates & Trend Analysis
5.1 CEM Market: Analytical Movement Analysis
5.1.1 Enterprise Feed Management (EFM) Software
5.1.2 Speech Analytics
5.1.3 Text analytics
5.1.4 Web Analytics
5.1.5 Other Analytics
Chapter 6 Market Categorization 2: Touch Point Type Estimates & Trend Analysis
6.1 CEM Market: Touch Point Type Movement Analysis
6.1.1 Store /branch
6.1.2 Call Centre
6.1.3 Social Media
6.1.4 Email
6.1.5 Mobile
6.1.6 Web services
6.1.7 Other touch point
Chapter 7 Market Categorization 3: Deployment Estimates & Trend Analysis
7.1 CEM Market: Deployment Movement Analysis
7.1.1 Cloud
7.1.2 On Premise
Chapter 8 Market Categorization 6: End user Estimates & Trend Analysis
8.1 CEM Market: End-user Movement Analysis
8.1.1 BFSI
8.1.2 Retail
8.1.3 Healthcare
8.1.4 IT & Telecom
8.1.5 Manufacturing
8.1.6 Government, Energy & Utilities
8.1.7 Other end-user segment
Chapter 9 Market Categorization 3: Regional Estimates & Trend Analysis
9.1 CEM Market Share by Region, 2015 & 2024
9.1.1 North America
9.1.1.1 U.S.
9.1.1.2 Canada
9.1.2 Europe
9.1.2.1 U.K.
9.1.2.2 Germany
9.1.2.3 France
9.1.3 Asia Pacific
9.1.3.1 China
9.1.3.2 India
9.1.3.3 Japan
9.1.4 Latin America
9.1.4.1 Brazil
9.1.4.2 Mexico
9.1.5 MEA
Chapter 10 Competitive Landscape
10.1 Adobe System Incorporated
10.1.1 Company overview
10.1.2 Financial Performance
10.1.3 Product benchmarking
10.1.4 Strategic initiatives
10.2 Avaya, Inc.
10.2.1 Company overview
10.2.2 Financial Performance
10.2.3 Product benchmarking
10.2.4 Strategic initiatives
10.3 CA Technologies
10.3.1 Company overview
10.3.2 Financial Performance
10.3.3 Product benchmarking
10.3.4 Strategic initiatives
10.4 Chime Technologies Inc
10.4.1 Company overview
10.4.2 Financial Performance
10.4.3 Product benchmarking
10.5 Clarabridge
10.5.1 Company overview
10.5.2 Financial Performance
10.5.3 Product benchmarking
10.5.4 Strategic initiatives
10.6 FreshworksInc
10.6.1 Company overview
10.6.2 Financial Performance
10.6.3 Product benchmarking
10.6.4 Strategic initiatives
10.7 IBM Corporation
10.7.1 Company overview
10.7.2 Financial performance
10.7.3 Product benchmarking
10.7.4 Strategic Initiatives
10.8 Medallia
10.8.1 Company overview
10.8.2 Financial performance
10.8.3 Product benchmarking
10.8.4 Strategic Initiatives
10.9 Nokia Networks
10.9.1 Company overview
10.9.2 Financial performance
10.9.3 Product benchmarking
10.9.4 Strategic Initiatives
10.10 Opentext
10.10.1 Company overview
10.10.2 Financial performance
10.10.3 Product benchmarking
10.10.4 Strategic Initiatives
10.11 Oracle Corporation
10.11.1 Company overview
10.11.2 Financial performance
10.11.3 Product benchmarking
10.11.4 Strategic Initiatives
10.12 Qualtrics
10.12.1 Company overview
10.12.2 Financial performance
10.12.3 Product benchmarking
10.12.4 Strategic Initiatives
10.13 SAP SE
10.13.1 Company overview
10.13.2 Financial performance
10.13.3 Product benchmarking
10.13.4 Strategic Initiatives
10.14 SAS Institute Inc
10.14.1 Company overview
10.14.2 Financial performance
10.14.3 Product benchmarking
10.14.4 Strategic Initiatives
10.15 Qualtrics
10.15.1 Company overview
10.15.2 Financial performance
10.15.3 Product benchmarking
10.15.4 Strategic Initiatives
10.16 Tech Mahindra
10.16.1 Company overview
10.16.2 Financial performance
10.16.3 Product benchmarking
10.16.4 Strategic Initiatives
10.17 Verint System Inc
10.17.1 Company overview
10.17.2 Financial performance
10.17.3 Product benchmarking
10.17.4 Strategic Initiatives
10.18 Zendesk Inc
10.18.1 Company overview
10.18.2 Financial performance
10.18.3 Product benchmarking
10.18.4 Recent developments
10.19 Genesys
10.19.1 Company overview
10.19.2 Financial performance
10.19.3 Product benchmarking
10.19.4 Strategic Initiatives
List of Tables
TABLE 1 Global CEM market, 2014 - 2025 (USD Million)
TABLE 2 Global CEM market by region, 2014 - 2025 (USD Million)
TABLE 3 Global CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 4 Global CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 5 Global CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 6 Global CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 7 EFM Software market by region, 2014 - 2025 (USD Million)
TABLE 8 Speech analytics market by region, 2014 - 2025 (USD Million)
TABLE 9 Text analytics market by region, 2014 - 2025 (USD Million)
TABLE 10 Web analytics market by region, 2014 - 2025 (USD Million)
TABLE 11 Other analytics market by region, 2014 - 2025 (USD Million)
TABLE 12 Store/branch market by region, 2014 - 2025 (USD Million)
TABLE 13 CEM market for call centre segment by region, 2014 - 2025 (USD Million)
TABLE 14 CEM market for social media segment by region, 2014 - 2025 (USD Million)
TABLE 15 CEM market for email segment by region, 2014 - 2025 (USD Million)
TABLE 16 CEM market for mobile segment by region, 2014 - 2025 (USD Million)
TABLE 17 CEM market for web services segment by region, 2014 - 2025 (USD Million)
TABLE 18 CEM market for other touch point segment by region, 2014 - 2025 (USD Million)
TABLE 19 Cloud based CEM market by region, 2014 - 2025 (USD Million)
TABLE 20 On premise based CEM market by region, 2014 - 2025 (USD Million)
TABLE 21 CEM market for BFSI sector by region, 2014 - 2025 (USD Million)
TABLE 22 CEM market for retail sector by region, 2014 - 2025 (USD Million)
TABLE 23 CEM market for healthcare segment by region, 2014 - 2025 (USD Million)
TABLE 24 CEM market for IT & Telecom segment by region, 2014 - 2025 (USD Million)
TABLE 25 CEM market for manufacturing segment by region, 2014 - 2025 (USD Million)
TABLE 26 CEM market for government, energy & utilities segment by region, 2014 - 2025 (USD Million)
TABLE 27 CEM market for other end user segment by region, 2014 - 2025 (USD Million)
TABLE 28 North America CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 29 North America CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 30 North America CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 31 North America CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 32 U.S. CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 33 U.S. CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 34 U.S. CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 35 U.S. CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 36 Canada CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 37 Canada CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 38 Canada CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 39 Canada CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 40 Europe CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 41 Europe CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 42 Europe CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 43 Europe CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 44 U.K. CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 45 U.K. CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 46 U.K. CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 47 U.K. CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 48 Germany CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 49 Germany CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 50 Germany CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 51 Germany CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 52 France CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 53 France CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 54 France CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 55 France CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 56 Rest of the Europe CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 57 Rest of the Europe CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 58 Rest of the Europe CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 59 Rest of the Europe CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 60 Asia Pacific CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 61 Asia Pacific CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 62 Asia Pacific CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 63 Asia Pacific CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 64 China CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 65 China CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 66 China CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 67 China CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 68 India CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 69 India CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 70 India CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 71 India CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 72 Japan CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 73 Japan CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 74 Japan CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 75 Japan CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 76 Rest of the Asia Pacific CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 77 Rest of the Asia Pacific CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 78 Rest of the Asia Pacific CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 79 Rest of the Asia Pacific CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 80 Latin America CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 81 Latin America CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 82 Latin America CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 83 Latin America CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 84 Brazil CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 85 Brazil CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 86 Brazil CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 87 Brazil CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 88 Mexico CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 89 Mexico CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 90 Mexico CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 91 Mexico CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 92 Rest of the Latin America CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 93 Rest of the Latin America CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 94 Rest of the Latin America CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 95 Rest of the Latin America CEM market, by end-user 2014 - 2025 (USD Million)
TABLE 96 MEA CEM market, by analytical tool 2014 - 2025 (USD Million)
TABLE 97 MEA CEM market, by touch point type 2014 - 2025 (USD Million)
TABLE 98 MEA CEM market, by deployment 2014 - 2025 (USD Million)
TABLE 99 MEA CEM market, by end-user 2014 - 2025 (USD Million)
List of Figures
FIG. 1 Market snapshot
FIG. 2 Market segmentation
FIG. 3 Customer Experience Management - Market size and growth prospects
FIG. 4 Customer Experience Management (CEM) - Value chain analysis
FIG. 5 Customer Experience Management - Market Dynamics
FIG. 6 Porter’s Five Forces Analysis
FIG. 7 Penetration & growth prospect mapping
FIG. 8 Key Company Analysis, 2016
FIG. 9 Application Security - PESTEL analysis
FIG. 10 CEM market analytical tools outlook key takeaways
FIG. 11 CEM market: Analytical tools movement analysis
FIG. 12 CEM market touch point type outlook key takeaways
FIG. 13 CEM market: Touch point type movement analysis
FIG. 14 CEM market for deployment type key takeaways
FIG. 15 CEM market: Deployment movement analysis
FIG. 16 CEM market end-user outlook key takeaways
FIG. 17 CEM: End-User movement analysis
FIG. 18 Regional marketplace: Key takeaways
FIG. 19 Regional outlook, 2016 & 2027

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