The global customer experience management software market size was valued at USD 14,635.79 Million in 2024. Looking forward, IMARC Group estimates the market to reach USD 39,704.7 Million by 2033, exhibiting a CAGR of 11.73% from 2025-2033. North America currently dominates the market, holding a market share of over 43.0% in 2024. The customer experience management software market share is expanding, driven by the growing need for customized customer interactions, extensive implementation of omnichannel engagement approaches, progress in artificial intelligence (AI) and machine learning (ML), strict data privacy laws, and the heightened dependence on cloud-based services and mobile technologies.
Customer experience management (CEM) software assists in tracking, reacting and monitoring customer reactions with a brand to meet expectations and improve their overall experience. It also aids in analyzing feedback and facilitates organizations with comprehensive insights that help take actions for favorable business outcomes. It stores all the information of customers with real-time updates that are easy to share with different teams. As a result, it finds extensive applications in retail, healthcare, media and entertainment (M&E), and banking, financial services and insurance (BFSI) sectors worldwide.
Customer Experience Management Software Market Trends:
With the growing competitive market scenario, brands nowadays are adopting customer-centric approach strategies and considerably relying on customer feedback and experience to increase their profitability. They are also focusing on mergers and acquisitions (M&A), product launches, strategic developments, and partnerships and collaborations to influence their overall sales positively. Moreover, the flourishing e-commerce sector on account of the rising reliance on smartphones and convenience offered via online shopping websites like free home delivery and easy return policies is strengthening the growth of the market. Apart from this, the escalating demand for cloud-based CEM software around the world is bolstering the growth of the market. In addition, as customers are using multiple platforms like mobile apps, websites, and chats, there is a need for collecting customer reviews on a unified platform. This, coupled with the increasing applications of CEM software to determine and cater to the needs of the customers, is positively influencing the market. Besides this, rapid digitalization, increasing investments from venture capitalists, and the rising digital customer interactions across the globe are catalyzing the demand for CEM software solutions.
Key Market Segmentation:
IMARC Group provides an analysis of the key trends in each segment of the global customer experience management software market, along with forecast at the global, regional, and country levels from 2025-2033. The market has been categorized based on component, touchpoint, deployment mode, organization size, and industries.
Breakup by Component:
- Solutions
- Services
- Stores/Branches
- Call Centers
- Social Media Platform
- Mobile
- Web Services
- Others
- On-premises
- Cloud-based
- Large Enterprises
- Small and Medium-sized Enterprises
- Retail
- BFSI
- IT and Telecommunication
- Healthcare
- Media and Entertainment
- Government Sector
- Others
- North America
- United States
- Canada
- Asia-Pacific
- China
- Japan
- India
- South Korea
- Australia
- Indonesia
- Others
- Europe
- Germany
- France
- United Kingdom
- Italy
- Spain
- Russia
- Others
- Latin America
- Brazil
- Mexico
- Others
- Middle East and Africa
The competitive landscape of the industry has also been examined along with the profiles of the key players being Adobe Inc., Avaya Inc., Clarabridge (Qualtrics International), International Business Machines Corporation, Medallia Inc., NICE Ltd., Oracle Corporation, Salesforce.com Inc., SAP SE, SAS Institute Inc., Tech Mahindra Limited, Verint Systems Inc. and Zendesk.
Key Questions Answered in This Report
1.How big is the customer experience management software market?
2.What is the future outlook of customer experience management software market?
3.What are the key factors driving the customer experience management software market?
4.Which region accounts for the largest customer experience management software market share?
5.Which are the leading companies in the global customer experience management software market?
- 1 Preface
- 2 Scope and Methodology
- 2.1 Objectives of the Study
- 2.2 Stakeholders
- 2.3 Data Sources
- 2.3.1 Primary Sources
- 2.3.2 Secondary Sources
- 2.4 Market Estimation
- 2.4.1 Bottom-Up Approach
- 2.4.2 Top-Down Approach
- 2.5 Forecasting Methodology
- 3 Executive Summary
- 4 Introduction
- 4.1 Overview
- 4.2 Key Industry Trends
- 5 Global Customer Experience Management Software Market
- 5.1 Market Overview
- 5.2 Market Performance
- 5.3 Impact of COVID-19
- 5.4 Market Forecast
- 6 Market Breakup by Component
- 6.1 Solutions
- 6.1.1 Market Trends
- 6.1.2 Market Forecast
- 6.2 Services
- 6.2.1 Market Trends
- 6.2.2 Market Forecast
- 7 Market Breakup by Touchpoint
- 7.1 Stores/Branches
- 7.1.1 Market Trends
- 7.1.2 Market Forecast
- 7.2 Call Centers
- 7.2.1 Market Trends
- 7.2.2 Market Forecast
- 7.3 Social Media Platform
- 7.3.1 Market Trends
- 7.3.2 Market Forecast
- 7.4 Email
- 7.4.1 Market Trends
- 7.4.2 Market Forecast
- 7.5 Mobile
- 7.5.1 Market Trends
- 7.5.2 Market Forecast
- 7.6 Web Services
- 7.6.1 Market Trends
- 7.6.2 Market Forecast
- 7.7 Others
- 7.7.1 Market Trends
- 7.7.2 Market Forecast
- 8 Market Breakup by Deployment Mode
- 8.1 On-premises
- 8.1.1 Market Trends
- 8.1.2 Market Forecast
- 8.2 Cloud-based
- 8.2.1 Market Trends
- 8.2.2 Market Forecast
- 9 Market Breakup by Organization Size
- 9.1 Large Enterprises
- 9.1.1 Market Trends
- 9.1.2 Market Forecast
- 9.2 Small and Medium-sized Enterprises
- 9.2.1 Market Trends
- 9.2.2 Market Forecast
- 10 Market Breakup by Industries
- 10.1 Retail
- 10.1.1 Market Trends
- 10.1.2 Market Forecast
- 10.2 BFSI
- 10.2.1 Market Trends
- 10.2.2 Market Forecast
- 10.3 IT and Telecommunication
- 10.3.1 Market Trends
- 10.3.2 Market Forecast
- 10.4 Healthcare
- 10.4.1 Market Trends
- 10.4.2 Market Forecast
- 10.5 Media and Entertainment
- 10.5.1 Market Trends
- 10.5.2 Market Forecast
- 10.6 Government Sector
- 10.6.1 Market Trends
- 10.6.2 Market Forecast
- 10.7 Others
- 10.7.1 Market Trends
- 10.7.2 Market Forecast
- 11 Market Breakup by Region
- 11.1 North America
- 11.1.1 United States
- 11.1.1.1 Market Trends
- 11.1.1.2 Market Forecast
- 11.1.2 Canada
- 11.1.2.1 Market Trends
- 11.1.2.2 Market Forecast
- 11.2 Asia-Pacific
- 11.2.1 China
- 11.2.1.1 Market Trends
- 11.2.1.2 Market Forecast
- 11.2.2 Japan
- 11.2.2.1 Market Trends
- 11.2.2.2 Market Forecast
- 11.2.3 India
- 11.2.3.1 Market Trends
- 11.2.3.2 Market Forecast
- 11.2.4 South Korea
- 11.2.4.1 Market Trends
- 11.2.4.2 Market Forecast
- 11.2.5 Australia
- 11.2.5.1 Market Trends
- 11.2.5.2 Market Forecast
- 11.2.6 Indonesia
- 11.2.6.1 Market Trends
- 11.2.6.2 Market Forecast
- 11.2.7 Others
- 11.2.7.1 Market Trends
- 11.2.7.2 Market Forecast
- 11.3 Europe
- 11.3.1 Germany
- 11.3.1.1 Market Trends
- 11.3.1.2 Market Forecast
- 11.3.2 France
- 11.3.2.1 Market Trends
- 11.3.2.2 Market Forecast
- 11.3.3 United Kingdom
- 11.3.3.1 Market Trends
- 11.3.3.2 Market Forecast
- 11.3.4 Italy
- 11.3.4.1 Market Trends
- 11.3.4.2 Market Forecast
- 11.3.5 Spain
- 11.3.5.1 Market Trends
- 11.3.5.2 Market Forecast
- 11.3.6 Russia
- 11.3.6.1 Market Trends
- 11.3.6.2 Market Forecast
- 11.3.7 Others
- 11.3.7.1 Market Trends
- 11.3.7.2 Market Forecast
- 11.4 Latin America
- 11.4.1 Brazil
- 11.4.1.1 Market Trends
- 11.4.1.2 Market Forecast
- 11.4.2 Mexico
- 11.4.2.1 Market Trends
- 11.4.2.2 Market Forecast
- 11.4.3 Others
- 11.4.3.1 Market Trends
- 11.4.3.2 Market Forecast
- 11.5 Middle East and Africa
- 11.5.1 Market Trends
- 11.5.2 Market Breakup by Country
- 11.5.3 Market Forecast
- 12 SWOT Analysis
- 12.1 Overview
- 12.2 Strengths
- 12.3 Weaknesses
- 12.4 Opportunities
- 12.5 Threats
- 13 Value Chain Analysis
- 14 Porters Five Forces Analysis
- 14.1 Overview
- 14.2 Bargaining Power of Buyers
- 14.3 Bargaining Power of Suppliers
- 14.4 Degree of Competition
- 14.5 Threat of New Entrants
- 14.6 Threat of Substitutes
- 15 Price Analysis
- 16 Competitive Landscape
- 16.1 Market Structure
- 16.2 Key Players
- 16.3 Profiles of Key Players
- 16.3.1 Adobe Inc.
- 16.3.1.1 Company Overview
- 16.3.1.2 Product Portfolio
- 16.3.1.3 Financials
- 16.3.1.4 SWOT Analysis
- 16.3.2 Avaya Inc.
- 16.3.2.1 Company Overview
- 16.3.2.2 Product Portfolio
- 16.3.2.3 Financials
- 16.3.2.4 SWOT Analysis
- 16.3.3 Clarabridge (Qualtrics International)
- 16.3.3.1 Company Overview
- 16.3.3.2 Product Portfolio
- 16.3.4 International Business Machines Corporation
- 16.3.4.1 Company Overview
- 16.3.4.2 Product Portfolio
- 16.3.4.3 Financials
- 16.3.4.4 SWOT Analysis
- 16.3.5 Medallia Inc.
- 16.3.5.1 Company Overview
- 16.3.5.2 Product Portfolio
- 16.3.6 NICE Ltd.
- 16.3.6.1 Company Overview
- 16.3.6.2 Product Portfolio
- 16.3.6.3 Financials
- 16.3.6.4 SWOT Analysis
- 16.3.7 Oracle Corporation
- 16.3.7.1 Company Overview
- 16.3.7.2 Product Portfolio
- 16.3.7.3 Financials
- 16.3.7.4 SWOT Analysis
- 16.3.8 Salesforce.com Inc.
- 16.3.8.1 Company Overview
- 16.3.8.2 Product Portfolio
- 16.3.8.3 Financials
- 16.3.8.4 SWOT Analysis
- 16.3.9 SAP SE
- 16.3.9.1 Company Overview
- 16.3.9.2 Product Portfolio
- 16.3.9.3 Financials
- 16.3.9.4 SWOT Analysis
- 16.3.10 SAS Institute Inc.
- 16.3.10.1 Company Overview
- 16.3.10.2 Product Portfolio
- 16.3.10.3 SWOT Analysis
- 16.3.11 Tech Mahindra Limited
- 16.3.11.1 Company Overview
- 16.3.11.2 Product Portfolio
- 16.3.11.3 Financials
- 16.3.11.4 SWOT Analysis
- 16.3.12 Verint Systems Inc.
- 16.3.12.1 Company Overview
- 16.3.12.2 Product Portfolio
- 16.3.12.3 Financials
- 16.3.12.4 SWOT Analysis
- 16.3.13 Zendesk
- 16.3.13.1 Company Overview
- 16.3.13.2 Product Portfolio
- 16.3.13.3 Financials
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