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A Customer Experience Management Market by Touch Points (Company Website, Ranch/Store, Web, and Call Center), by Regions (North America, Europe

  • INTRODUCTION
    • OBJECTIVES OF THE STUDY
    • MARKET DEFINITION
    • MARKET SCOPE
      • MARKETS COVERED
      • YEAR
    • CURRENCY
    • STAKEHOLDERS
  • RESEARCH METHODOLOGY
    • RESEARCH DATA
      • SECONDARY DATA
      • PRIMARY DATA
    • MARKET SIZE ESTIMATION
    • ASSUMPTIONS
  • EXECUTIVE SUMMARY
    • Table GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE AND GROWTH RATE, 2014-2020 (USD MN, Y-O-Y %)
  • PREMIUM INSIGHTS
    • ATTRACTIVE MARKET OPPORTUNITIES IN CUSTOMER EXPERIENCE MANAGEMENT MARKET
    • CUSTOMER EXPERIENCE MANAGEMENT MARKET - TOP FOUR VERTICALS
    • GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET
    • CUSTOMER EXPERIENCE MANAGEMENT MARKET POTENTIAL
    • CUSTOMER EXPERIENCE MANAGEMENT VERTICAL MARKET (2020)
    • CUSTOMER EXPERIENCE MANAGEMENT REGIONAL MARKET
    • LIFECYCLE ANALYSIS, BY REGION, 2015
  • MARKET OVERVIEW
    • INTRODUCTION
    • EVOLUTION
    • MARKET SEGMENTATION
    • MARKET DYNAMICS
      • DRIVERS
        • Table COMPETITIVE DIFFERENTIATION AND ONLINE EXPERIENCE ARE THE MAJOR DRIVERS IN CEM MARKET
      • RESTRAINTS
        • Table COMPLEXITY IN DATA SYNCHRONIZATION RESTRAINS THE GROWTH OF CUSTOMER EXPERIENCE MANAGEMENT MARKET
      • CHALLENGES
        • Table CHOOSING THE RIGHT TECHNOLOGY IS CONSIDERED AS ONE OF THE MAJOR CHALLENGES
      • OPPORTUNITIES
        • Table MAJOR FOCUS ON VIRTUAL SIDE WILL ACT AS AN OPPORTUNITY FOR CUSTOMER EXPERIENCE MANAGEMENT
      • BURNING ISSUE
        • Table INCONSISTENT CUSTOMER EXPERIENCE ACROSS CUSTOMER JOURNEY IS CONSIDERED AS ONE OF THE BURNING ISSUE FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • INDUSTRY TRENDS
    • INTRODUCTION
    • CUSTOMER EXPERIENCE MANAGEMENT MARKET, VALUE CHAIN ANALYSIS
    • PORTER'S FIVE FORCES ANALYSIS
      • THREAT OF NEW ENTRANTS
      • THREAT OF SUBSTITUTES
      • BARGAINING POWER OF SUPPLIERS
      • BARGAINING POWER OF BUYERS
      • INTENSITY OF COMPETITIVE RIVALRY
  • CUSTOMER EXPERIENCE MANAGEMENT ANALYSIS, BY TOUCHPOINT
    • INTRODUCTION
      • Table CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
    • COMPANY WEBSITES
      • Table COMPANY WEBSITES TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • BRANCHES/STORES
      • Table BRANCHES/STORES TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • WEB
      • Table WEB TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • CALL CENTERS
      • Table CALL CENTERS TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • MOBILE
      • Table MOBILE TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • SOCIAL MEDIA
      • Table SOCIAL MEDIA TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • EMAILS
      • Table EMAILS TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • OTHER TOUCHPOINTS
      • Table OTHERS TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • CUSTOMER EXPERIENCE MANAGEMENT ANALYSIS, BY VERTICAL
    • INTRODUCTION
      • Table CUSTOMER EXPERIENCE MANAGEMENT SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
    • IT COMMUNICATION SERVICE PROVIDERS
      • Table IT COMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • TELECOMMUNICATION SERVICE PROVIDERS
      • Table TELECOMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • PUBLIC SECTOR AND ENERGY & UTILITIES
      • Table PUBLIC SECTOR AND ENERGY & UTILITIES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • BANKING, FINANCIAL SERVICES AND INSURANCE
      • Table BANKING, FINANCIAL SERVICES AND INSURANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • HEALTHCARE
      • Table HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • AUTOMOTIVE & TRANSPORTATION
      • Table AUTOMOTIVE & TRANSPORTATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • CONSUMER GOODS & RETAIL
      • Table CONSUMER GOODS & RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • MEDIA & ENTERTAINMENT
      • Table MEDIA & ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • TRAVEL & HOSPITALITY
      • Table TRAVEL & HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • MANUFACTURING
      • Table MANUFACTURING: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • OTHERS
      • Table OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION
    • INTRODUCTION
      • Table CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
    • NORTH AMERICA
      • OVERVIEW
        • Table NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY & UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES, AND INSURANCE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
    • EUROPE
      • OVERVIEW
        • Table EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
        • Table EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY & UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES, AND INSURANCE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
    • ASIA-PACIFIC
      • OVERVIEW
        • Table ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
        • Table ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY & UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES AND INSURANCE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
    • MIDDLE EAST & AFRICA
      • OVERVIEW
        • Table MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
        • Table MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY & UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES AND INSURANCE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
    • LATIN AMERICA
      • OVERVIEW
        • Table LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY & UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES AND INSURANCE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION)
        • Table LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • COMPETITIVE LANDSCAPE
    • OVERVIEW
    • COMPETITIVE SITUATION AND TRENDS
      • NEW PRODUCT LAUNCHES
        • Table NEW PRODUCT LAUNCH, 2014-2015
      • AGREEMENTS, PARTNERSHIPS, AND COLLABORATIONS
        • Table AGREEMENTS, PARTNERSHIPS, AND COLLABORATIONS, 2014-2015
      • MERGERS AND ACQUISITIONS
        • Table MERGERS AND ACQUISITIONS, 2014-2015
      • EXPANSIONS
        • Table EXPANSIONS, 2014-2015
  • COMPANY PROFILES
    • NOKIA NETWORKS
      • BUSINESS OVERVIEW
      • RELATED PRODUCTS AND SERVICES
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • ORACLE CORPORATION
      • BUSINESS OVERVIEW
      • RELATED PRODUCTS AND SERVICES
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • IBM
      • BUSINESS OVERVIEW
      • RELATED PRODUCTS AND SERVICES
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • ADOBE SYSTEMS INCORPORATED
      • BUSINESS OVERVIEW
      • RELATED PRODUCTS AND SERVICES
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • SAS INSTITUTE INC.
      • BUSINESS OVERVIEW
      • RELATED PRODUCTS AND SERVICES
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • VERINT SYSTEMS INC.
      • BUSINESS OVERVIEW
      • RELATED PRODUCTS AND SERVICES
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • QUALTRICS
      • BUSINESS OVERVIEW
      • RELATED PRODUCTS AND SERVICES
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • TECH MAHINDRA
      • BUSINESS OVERVIEW
      • RELATED PRODUCTS AND SERVICES
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • AVAYA
      • BUSINESS OVERVIEW
      • PRODUCT/SOLUTION PORTFOLIO
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • OPENTEXT
      • BUSINESS OVERVIEW
      • PRODUCT/SOLUTION PORTFOLIO
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • SAP SE
      • BUSINESS OVERVIEW
      • PRODUCT/SOLUTION PORTFOLIO
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • MEDALLIA
      • BUSINESS OVERVIEW
      • PRODUCT/SOLUTION PORTFOLIO
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • SATEMETRIX
      • BUSINESS OVERVIEW
      • PRODUCT/SOLUTION PORTFOLIO
      • MNM VIEW
    • CLARABRIDGE
      • BUSINESS OVERVIEW
      • PRODUCT/SOLUTION PORTFOLIO
      • RECENT DEVELOPMENTS
      • MNM VIEW
    • SDL
      • BUSINESS OVERVIEW
      • PRODUCT/SOLUTION PORTFOLIO
      • RECENT DEVELOPMENTS
      • MNM VIEW
  • APPENDIX
    • NEW PRODUCT LAUNCH
      • Table NEW PRODUCT LAUNCH
    • MERGERS & ACQUISITION (M&A)
      • Table MERGERS & ACQUISITION
    • AGREEMENT, PARTNERSHIP, & COLLABORATION
      • Table AGREEMENT, PARTNERSHIP & COLLABORATION
    • EXPANSION
      • Table EXPANSION
    • INSIGHTS OF INDUSTRY EXPERTS
    • DISCUSSION GUIDE
    • INTRODUCING RT: REAL TIME MARKET INTELLIGENCE
    • AVAILABLE CUSTOMIZATIONS
    • RELATED REPORTS

Customer Experience Management Market by Touch Points (Company Website, Ranch/Store, Web, and Call Center), by Regions (North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America), by Vertical (IT Communication Service Providers, BFSI, and Others) - Global Forecast to 2020

Today, customers are becoming increasingly influential with regards to an organization’s strategic initiatives. Therefore, every business organization is focusing on increasing its customer base by providing solutions on multiple channels where customers can interact and their behavior can be ascertained. IT communication service providers, telecommunication service providers; banking, financial services and insurance; and consumer goods and retail markets provide huge opportunities for global customer experience management.

Currently, mobile and social media are gaining popularity in every aspect of human lives. The customers are surrounded with large number of choices, which ultimately affects brand loyalty. Therefore, companies are focusing on fulfilling customers demand by providing products and services that can be personalized to their specific needs and delivered through their chosen channels. Companies are using various analytical tools such as big data analytics, predictive analytics, social media analytics, speech analytics, and various others to manage the emotional component of customer’s experience and increase their customer base. The way organizations engage with their customers has become a key factor in defining their success.

The global customer experience management market covers various touchpoints, such as company websites, branch/store, web, email, mobile, and social media, which are used by organizations to monitor customer behavior and make strategic decisions accordingly. By verticals, the market is segmented into IT communication service providers, telecommunication service providers; banking, financial services and insurance; consumer goods & retail, healthcare, automotive & transportation and, various other industries. On the basis of region, the market is segmented into North America, Asia-Pacific, Europe, Latin America and Middle East and Africa. The report also describes the key market dynamics, such as drivers, restraints, challenges, and opportunities in the global customer experience management market.

The key players in the market are Nokia Networks, SAP SE, Tech Mahindra, Verint Systems, Oracle Corporation, Adobe Systems Inc., IBM, Clarabridge, SAS Institute Inc., SDL, and OpenText, among others. This report provides an in-depth analysis of the strategies, such as new product launches, partnerships, acquisitions, and collaborations adopted by the key players to sustain their growth in the global customer experience management market.

Reasons to Buy the Report:
From an insight perspective, this research report has focused on various levels of analysis—industry analysis (industry trends and value chain analysis), market share analysis of the top players, and company profiles. These insights together comprise and discuss basic views on the competitive landscape, emerging- and high-growth segments of the global customer experience management market, high-growth regions, and initiatives taken by governments of different countries, along with market drivers, restraints, and opportunities.

The report will enrich both established firms as well as new entrants/smaller firms to gauge the pulse of the market, which in turn will help them in garnering increased market share. Firms purchasing the report could use any one or combination of the below mentioned five strategies (market penetration, product development/innovation, market development, market diversification, and competitive assessment) for strengthening their market shares.

The report provides insights on the following pointers:
Market Penetration: Comprehensive information about the offerings of the top 10 market players
Product Development/Innovation: Detailed insights on the upcoming technologies, research and development activities, and new product launches in the market
Market Development: Comprehensive information about lucrative emerging markets
Market Diversification: Exhaustive information about new products, untapped geographies, and recent developments
Competitive Assessment: In-depth assessment of market shares, strategies, products, and manufacturing capabilities of the leading market players


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