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Customer Experience Management Market by Touch Point (Company Website, Branch/Store, Web, Call Center), Vertical (IT Communication Service Provider, BFSI, Healthcare, Manufacturing, Travel & Hospitality), and Region - Global Forecast to 2022

Customer Experience Management Market by Touch Point (Company Website, Branch/Store, Web, Call Center), Vertical (IT Communication Service Provider, BFSI, Healthcare, Manufacturing, Travel & Hospitality), and Region - Global Forecast to 2022

The customer experience management market is projected to grow at a CAGR of 23.1% between 2017 and 2022
The customer experience management market is projected to grow from an estimated USD 5.98 billion in 2017 to USD 16.91 billion by 2022, at a CAGR of 23.1% during the forecast period, 2017 to 2022. The increase in demand for customer digital experience and use of e-commerce platform has led to the increased demand and adoption of customer experience management solutions which have helped streamline businesses and operational processes, thereby fueling the growth of the customer experience management market. However, data synchronization between customer experience management solutions and other technologies within organizations is restraining the growth of the customer experience management market.

Based on touchpoint, the call center segment is estimated to account for the largest share of the customer experience management market in 2017 Based on touchpoint, the call center segment is estimated to account for the largest share of the customer experience management market in 2017. Call centers serve as key business differentiators whereby customers interact with customer care executives about their product usage experience and provide first-hand experience.

Based on vertical, the telecommunication service providers segment is estimated to account for the largest share of the customer experience management market in 2017
Based on vertical, the telecommunication service providers segment is estimated to account for the largest share of the customer experience management market in 2017. Telecom service providers are reaching out to subscribers through websites, call centers, social media, their applications, and others to judge the experience of the product offered. The telecom sector is a mature market place, where the pressing value proposition is customer loyalty.

North America is estimated to account for the largest share of the customer experience management market in 2017
The customer experience management market has been studied for North America, Asia Pacific (APAC), Europe, the Middle East & Africa (MEA), and Latin America. North America is estimated to lead the customer experience management market in 2017. An increase in the number of mobile users and rise in the demand for customer experience management solutions by industries are driving the growth of the North America customer experience management market. The high adoption of customer experience management solutions in this region is due to the availability of advanced IT infrastructure and proficient technical expertise, which are some of the key factors expected to fuel the growth of the customer experience management market in North America.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with key executives. The break-up of profiles of primary participants is given below:

• By Company Type: Tier 1: 70%, Tier 2: 20%, and Tier 3: 10%
• By Designation: C-level: 23%, Director level: 63%, and Others: 14%
• By Region: North America: 70%, Europe: 20%, and Asia Pacific: 10%

Key vendors profiled in the report are as follows:
1. Adobe Systems (US)
2. Oracle (US)
3. IBM (US)
4. Avaya (US)
5. NICE Systems (Israel)
6. Nokia (Finland)
7. OpenText (Canada)
8. Tech Mahindra (India)
9. Verint Systems (US)
10. MaritzCX (US)

Research Coverage:
This study provides a detailed segmentation of the customer experience management market on the basis of touchpoint, vertical, and region. Based on touchpoint, the customer experience management market has been segmented into company website, branch/store, web, call center, mobile, social media, email, and others. Based on vertical, the customer experience management market is segmented into IT communication service providers; telecommunication service providers; banking, financial services and insurance; consumer goods & retail; healthcare; automotive & transportation; travel & hospitality; public sector, energy & utilities; media & entertainment; manufacturing, and others. Geographic analysis has been carried out for North America, Europe, Asia Pacific (APAC), Middle East & Africa (MEA), and Latin America.
Key Benefits of Buying the Report:

The report will help market leaders and new entrants in the customer experience management market in the following ways:
The report will help market leaders/new entrants in this market by providing them the closest approximations of revenues of the customer experience management market and its subsegments. This report will also help stakeholders better understand the competitor landscape, gain more insights to better the positions of their businesses, and implement suitable go-to-market strategies. The report will help stakeholders understand the pulse of the market and provide them with information on key market drivers, restraints, challenges, and opportunities.


  • INTRODUCTION
    • OBJECTIVES OF THE STUDY
    • MARKET DEFINITION
    • MARKET SCOPE
      • MARKET SEGMENTATION
      • YEARS CONSIDERED FOR THE STUDY
    • CURRENCY
      • Table USD EXCHANGE RATE, 2014 - 2016
    • STAKEHOLDERS
  • RESEARCH METHODOLOGY
    • RESEARCH DATA
      • SECONDARY DATA
      • PRIMARY DATA
    • MARKET SIZE ESTIMATION
    • RESEARCH ASSUMPTIONS
    • LIMITATIONS
  • EXECUTIVE SUMMARY
  • PREMIUM INSIGHTS
    • ATTRACTIVE MARKET OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
    • NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL
    • EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT
    • CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION
  • MARKET OVERVIEW
    • INTRODUCTION
    • EVOLUTION
    • MARKET DYNAMICS
      • DRIVERS
      • RESTRAINTS
      • OPPORTUNITIES
      • CHALLENGES
    • CASE STUDIES
      • ICICI BANK TRANSFORMS ITS CUSTOMER EXPERIENCE WITH GENESYS
      • SAFARICOM USES NOKIA CUSTOMER EXPERIENCE MANAGEMENT ON DEMAND
      • SCHWAN'S COMPANY USES ORACLE CROSSCHANNEL MARKETING
  • CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT
    • INTRODUCTION
      • Table CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
    • COMPANY WEBSITE
      • Table COMPANY WEBSITE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • Table COMPANY WEBSITE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
    • BRANCH/STORE
      • Table BRANCH/STORE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • Table BRANCH/STORE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
    • WEB
      • Table WEB: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • Table WEB: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
    • CALL CENTER
      • Table CALL CENTER: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • Table CALL CENTER: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
    • MOBILE
      • Table MOBILE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • Table MOBILE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
    • SOCIAL MEDIA
      • Table SOCIAL MEDIA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • Table SOCIAL MEDIA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
    • EMAIL
      • Table EMAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • Table EMAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
    • OTHERS
      • Table OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
      • Table OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL
    • INTRODUCTION
      • Table CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
    • IT COMMUNICATION SERVICE PROVIDERS
      • Table IT COMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • TELECOMMUNICATION SERVICE PROVIDERS
      • Table TELECOMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • PUBLIC SECTOR, ENERGY & UTILITIES
      • Table PUBLIC SECTOR, ENERGY & UTILITIES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • BANKING, FINANCIAL SERVICES & INSURANCE
      • Table BANKING, FINANCIAL SERVICES & INSURANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • HEALTHCARE
      • Table HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • AUTOMOTIVE & TRANSPORTATION
      • Table AUTOMOTIVE & TRANSPORTATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • CONSUMER GOODS & RETAIL
      • Table CONSUMER GOODS & RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-20221 (USD MILLION)
    • MEDIA & ENTERTAINMENT
      • Table MEDIA & ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • TRAVEL & HOSPITALITY
      • Table TRAVEL & HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • MANUFACTURING
      • Table MANUFACTURING: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
    • OTHERS
      • Table OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • REGIONAL ANALYSIS
    • INTRODUCTION
      • Table CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2015-2022 (USD MILLION)
    • NORTH AMERICA
      • Table NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR PUBLIC SECTOR, ENERGY & UTILITIES, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR BANKING, FINANCIAL SERVICES & INSURANCE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR HEALTHCARE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2015-2022(USD MILLION)
      • Table NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MANUFACTURING, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR OTHER VERTICALS, BY TOUCHPOINT, 2015-2022 (USD MILLION)
    • EUROPE
      • Table EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015-2022 (USD MILLION)
    • ASIA PACIFIC
      • Table ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR PUBLIC SECTOR, ENERGY & UTILITIES, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR BANKING, FINANCIAL SERVICES & INSURANCE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR HEALTHCARE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MANUFACTURING, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR OTHERS, BY TOUCHPOINT, 2015-2022 (USD MILLION)
    • MIDDLE EAST & AFRICA
      • Table MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015-2022 (USD MILLION)
    • LATIN AMERICA
      • Table LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015-2022 (USD MILLION)
      • Table LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015-2022 (USD MILLION)
  • COMPETITIVE LANDSCAPE
    • OVERVIEW
    • COMPETITIVE SITUATIONS AND TRENDS
      • NEW PRODUCT LAUNCHES
        • Table NEW PRODUCT LAUNCHES, 2014-2017
      • EXPANSIONS
        • Table EXPANSIONS, 2016-2017
      • MERGERS & ACQUISITIONS
        • Table MERGERS & ACQUISITIONS, 2014-2017
      • AGREEMENTS, PARTNERSHIPS, CONTRACTS, COLLABORATIONS
        • Table AGREEMENTS, PARTNERSHIPS, CONTRACTS, COLLABORATIONS, 2014-2017
    • MARKET RANKING, BY KEY PLAYER
      • Table MARKET RANKING OF KEY PLAYERS, 2017
  • COMPANY PROFILES
    • ADOBE SYSTEMS
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • ORACLE
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • IBM
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • AVAYA
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • NICE SYSTEMS
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • SWOT ANALYSIS
      • MNM VIEW
    • NOKIA
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • OPENTEXT
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • TECH MAHINDRA
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • VERINT SYSTEMS
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • MARITZCX
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • MEDALLIA
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • QUALTRICS
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • INMOMENT
      • BUSINESS OVERVIEW
      • PRODUCTS OFFERED
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • KEY INNOVATORS
      • SAS INSTITUTE
      • SDL
      • CLARABRIDGE
      • SITECORE
  • APPENDIX
    • INDUSTRY EXPERTS
    • DISCUSSION GUIDE
    • KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
    • INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE
    • AVAILABLE CUSTOMIZATIONS
    • RELATED REPORTS
    • AUTHOR DETAILS

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