Global Customer Experience Management Market Size study, by Touch Point Type, By End-Use and Regional Forecasts 2022-2029

Description

List of Tables

Global Customer Experience Management Market is valued at approximately USD 9228.77 Million in 2021 and is anticipated to grow with a healthy growth rate of more than 15.4 % over the forecast period 2022-2029. Customer experience management, abbreviated as CXM or CEM, refers to a system of marketing strategies and technologies that focus on customer engagement, satisfaction, and experience. Customer experience management allows the customer to interact with the company through various touch points to create differentiated experiences. Customer experience management enables various organizations to retain their customer base by offering enhanced customer experience across various channels. Further, customer experience management enables the organization to strengthen its brand presence, increase customer loyalty along with reducing customer churn. Moreover, the rising demand for big data analytics has enabled the growth of the market segment. Customer experience management provides real-time tracking of the customers along with their behavior.

The increasing demand for big data analytics is contributing towards the growth of the Global Customer Experience Management Market. For instance - in 2021, the global big data analytics market was valued at USD 240 billion, and the market is expected to see significant growth over the coming years, and reach USD 650 billion by 2029. Also, the continued digital transformation across various industries and increasing need for understanding customer behavior would create a lucrative growth prospectus for the market over the forecast period. However, rising concern over data privacy and security stifles market growth throughout the forecast period of 2022-2029.

The regional analysis of global Customer Experience Management market is considered for the key regions such as Asia Pacific, North America, Europe, Latin America and Rest of the World. North America is estimated to be the dominant region over the forecast period owing to the rising demand across various industry verticals such as BFSI, IT & telecom and healthcare industry. The integration of AI and data analytics along with increased digital growth in customer experience management software has accelerated the growth of the region. For instance, in May 2019, Medallia Inc., a customer experience management service provider, announced plan to acquire Strikedeck, an advanced platform enabling companies to drive customer success (CS). Whereas Asia Pacific is expected to grow with the highest CAGR during the forecast period, owing to factors such as rising demand for big data analytics tools and increasing transition towards data driven business insights in the region.

Major market players included in this report are:

Adobe System Inc.
Avaya, Inc.
CA Technologies
Chime Technologies Inc
Clarabridge
Freshworks Inc.
Genesys
IBM Corp.
Nokia Networks
Oracle Corp.

Recent Developments in the Market:

In December 2022, Freshworks Inc, launched Freshservice, an IT service management system, to St. Marche, a Brazilian supermarket chain, to meet employee needs and increase productivity. With the help of Freshservice, St. Marche provide users with more flexibility and improves their automation process to resolve internal employee requests more quickly.

Global Customer Experience Management Market Report Scope:

Historical Data: 2019-2020-2021

Base Year for Estimation: 2021

Forecast period: 2022-2029

Report Coverage: Revenue forecast, Company Ranking, Competitive Landscape, Growth factors, and Trends

Segments Covered: Touchpoint Type, End-Use, Region

Regional Scope: North America; Europe; Asia Pacific; Latin America; Rest of the World

Customization Scope: Free report customization (equivalent up to 8 analyst's working hours) with purchase. Addition or alteration to country, regional & segment scope*

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and Material offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Touch Point Type:

Store/Branch
Call center
Social media
E-mail
Mobile
Web services
Others

By End-Use:

Telecom & IT
Public sector
Energy and utilities
Retail
Manufacturing
Healthcare
BFSI

By Region:

North America
- U.S.
- Canada

Europe
- UK
- Germany
- France
- Spain
- Italy
- ROE

Asia Pacific
- China
- India
- Japan
- Australia
- South Korea
- RoAPAC

Latin America
- Brazil
- Mexico
- RoLA

Rest of the World

Chapter 1. Executive Summary

1.1. Market Snapshot
1.2. Global & Segmental Market Estimates & Forecasts, 2019-2029 (USD Million)
- 1.2.1. Customer Experience Management Market, by Region, 2019-2029 (USD Million)
- 1.2.2. Customer Experience Management Market, by Touchpoint Type, 2019-2029 (USD Million)
- 1.2.3. Customer Experience Management Market, by End-Use, 2019-2029 (USD Million)
1.3. Key Trends
1.4. Estimation Methodology
1.5. Research Assumption

Chapter 2. Global Customer Experience Management Market Definition and Scope

2.1. Objective of the Study
2.2. Market Definition & Scope
- 2.2.1. Scope of the Study
- 2.2.2. Industry Evolution
2.3. Years Considered for the Study
2.4. Currency Conversion Rates

Chapter 3. Global Customer Experience Management Market Dynamics

3.1. Customer Experience Management Market Impact Analysis (2019-2029)
- 3.1.1. Market Drivers
  - 3.1.1.1. Increasing demand for big data analytics
  - 3.1.1.2. Advancement in cloud-based customer experience management
- 3.1.2. Market Challenges
  - 3.1.2.1. Rising concern over data privacy
- 3.1.3. Market Opportunities
  - 3.1.3.1. Continued digital transformation across various industries
  - 3.1.3.2. Increasing need for Understanding customer behaviour

Chapter 4. Global Customer Experience Management Market Industry Analysis

4.1. Porter's 5 Force Model
- 4.1.1. Bargaining Power of Suppliers
- 4.1.2. Bargaining Power of Buyers
- 4.1.3. Threat of New Entrants
- 4.1.4. Threat of Substitutes
- 4.1.5. Competitive Rivalry
4.2. Futuristic Approach to Porter's 5 Force Model (2019-2029)
4.3. PEST Analysis
- 4.3.1. Political
- 4.3.2. Economical
- 4.3.3. Social
- 4.3.4. Technological
4.4. Top investment opportunity
4.5. Top winning strategies
4.6. Industry Experts Prospective
4.7. Analyst Recommendation & Conclusion

Chapter 5. Risk Assessment: COVID-19 Impact

5.1. Assessment of the overall impact of COVID-19 on the industry
5.2. Pre COVID-19 and post COVID-19 Market scenario

Chapter 6. Global Customer Experience Management Market, by Touchpoint Type

6.1. Market Snapshot
6.2. Global Customer Experience Management Market by Touchpoint Type, Performance - Potential Analysis
6.3. Global Customer Experience Management Market Estimates & Forecasts by Touchpoint Type 2019-2029 (USD Million)
6.4. Customer Experience Management Market, Sub Segment Analysis
- 6.4.1. Store/Branch
- 6.4.2. Call center
- 6.4.3. Social media
- 6.4.4. E-mail
- 6.4.5. Mobile
- 6.4.6. Web services
- 6.4.7. Others

Chapter 7. Global Customer Experience Management Market, by End-Use

7.1. Market Snapshot
7.2. Global Customer Experience Management Market by End-Use, Performance - Potential Analysis
7.3. Global Customer Experience Management Market Estimates & Forecasts by End-Use 2019-2029 (USD Million)
7.4. Customer Experience Management Market, Sub Segment Analysis
- 7.4.1. Telecom & IT
- 7.4.2. Public sector
- 7.4.3. Energy and utilities
- 7.4.4. Retail
- 7.4.5. Manufacturing
- 7.4.6. Healthcare
- 7.4.7. BFSI

Chapter 8. Global Customer Experience Management Market, Regional Analysis

8.1. Customer Experience Management Market, Regional Market Snapshot
8.2. North America Customer Experience Management Market
- 8.2.1. U.S. Customer Experience Management Market
  - 8.2.1.1. Touchpoint Type breakdown estimates & forecasts, 2019-2029
  - 8.2.1.2. End-Use breakdown estimates & forecasts, 2019-2029
- 8.2.2. Canada Customer Experience Management Market
8.3. Europe Customer Experience Management Market Snapshot
- 8.3.1. U.K. Customer Experience Management Market
- 8.3.2. Germany Customer Experience Management Market
- 8.3.3. France Customer Experience Management Market
- 8.3.4. Spain Customer Experience Management Market
- 8.3.5. Italy Customer Experience Management Market
- 8.3.6. Rest of Europe Customer Experience Management Market
8.4. Asia-Pacific Customer Experience Management Market Snapshot
- 8.4.1. China Customer Experience Management Market
- 8.4.2. India Customer Experience Management Market
- 8.4.3. Japan Customer Experience Management Market
- 8.4.4. Australia Customer Experience Management Market
- 8.4.5. South Korea Customer Experience Management Market
- 8.4.6. Rest of Asia Pacific Customer Experience Management Market
8.5. Latin America Customer Experience Management Market Snapshot
- 8.5.1. Brazil Customer Experience Management Market
- 8.5.2. Mexico Customer Experience Management Market
- 8.5.3. Rest of Latin America Customer Experience Management Market
8.6. Rest of The World Customer Experience Management Market

Chapter 9. Competitive Intelligence

9.1. Top Market Strategies
9.2. Company Profiles
- 9.2.1. Adobe System Inc.
  - 9.2.1.1. Key Information
  - 9.2.1.2. Overview
  - 9.2.1.3. Financial (Subject to Data Availability)
  - 9.2.1.4. Product Summary
  - 9.2.1.5. Recent Developments
- 9.2.2. Avaya, Inc.
- 9.2.3. CA Technologies
- 9.2.4. Chime Technologies Inc
- 9.2.5. Clarabridge
- 9.2.6. Freshworks Inc.
- 9.2.7. Genesys
- 9.2.8. IBM Corp.
- 9.2.9. Nokia Networks
- 9.2.10. Oracle Corp.

Chapter 10. Research Process

10.1. Research Process
- 10.1.1. Data Mining
- 10.1.2. Analysis
- 10.1.3. Market Estimation
- 10.1.4. Validation
- 10.1.5. Publishing
10.2. Research Attributes
10.3. Research Assumption

LIST OF TABLES

TABLE 1. Global Customer Experience Management Market, report scope
TABLE 2. Global Customer Experience Management Market estimates & forecasts by Region 2019-2029 (USD Million)
TABLE 3. Global Customer Experience Management Market estimates & forecasts by Touchpoint Type 2019-2029 (USD Million)
TABLE 4. Global Customer Experience Management Market estimates & forecasts by End-Use 2019-2029 (USD Million)
TABLE 5. Global Customer Experience Management Market by segment, estimates & forecasts, 2019-2029 (USD Million)
TABLE 6. Global Customer Experience Management Market by region, estimates & forecasts, 2019-2029 (USD Million)
TABLE 7. Global Customer Experience Management Market by segment, estimates & forecasts, 2019-2029 (USD Million)
TABLE 8. Global Customer Experience Management Market by region, estimates & forecasts, 2019-2029 (USD Million)
TABLE 9. Global Customer Experience Management Market by segment, estimates & forecasts, 2019-2029 (USD Million)
TABLE 10. Global Customer Experience Management Market by region, estimates & forecasts, 2019-2029 (USD Million)
TABLE 11. Global Customer Experience Management Market by segment, estimates & forecasts, 2019-2029 (USD Million)
TABLE 12. Global Customer Experience Management Market by region, estimates & forecasts, 2019-2029 (USD Million)
TABLE 13. Global Customer Experience Management Market by segment, estimates & forecasts, 2019-2029 (USD Million)
TABLE 14. Global Customer Experience Management Market by region, estimates & forecasts, 2019-2029 (USD Million)
TABLE 15. U.S. Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 16. U.S. Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 17. U.S. Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 18. Canada Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 19. Canada Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 20. Canada Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 21. UK Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 22. UK Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 23. UK Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 24. Germany Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 25. Germany Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 26. Germany Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 27. France Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 28. France Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 29. France Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 30. Italy Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 31. Italy Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 32. Italy Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 33. Spain Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 34. Spain Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 35. Spain Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 36. RoE Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 37. RoE Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 38. RoE Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 39. China Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 40. China Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 41. China Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 42. India Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 43. India Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 44. India Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 45. Japan Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 46. Japan Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 47. Japan Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 48. South Korea Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 49. South Korea Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 50. South Korea Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 51. Australia Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 52. Australia Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 53. Australia Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 54. RoAPAC Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 55. RoAPAC Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 56. RoAPAC Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 57. Brazil Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 58. Brazil Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 59. Brazil Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 60. Mexico Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 61. Mexico Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 62. Mexico Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 63. RoLA Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 64. RoLA Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 65. RoLA Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 66. Row Customer Experience Management Market estimates & forecasts, 2019-2029 (USD Million)
TABLE 67. Row Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 68. Row Customer Experience Management Market estimates & forecasts by segment 2019-2029 (USD Million)
TABLE 69. List of secondary sources, used in the study of global Customer Experience Management Market
TABLE 70. List of primary sources, used in the study of global Customer Experience Management Market
TABLE 71. Years considered for the study
TABLE 72. Exchange rates considered

List of tables and figures and dummy in nature, final lists may vary in the final deliverable

LIST OF FIGURES

List of figures

FIG 1. Global Customer Experience Management Market, research methodology
FIG 2. Global Customer Experience Management Market, Market estimation techniques
FIG 3. Global Market size estimates & forecast methods
FIG 4. Global Customer Experience Management Market, key trends 2021
FIG 5. Global Customer Experience Management Market, growth prospects 2022-2029
FIG 6. Global Customer Experience Management Market, porters 5 force model
FIG 7. Global Customer Experience Management Market, pest analysis
FIG 8. Global Customer Experience Management Market, value chain analysis
FIG 9. Global Customer Experience Management Market by segment, 2019 & 2029 (USD Million)
FIG 10. Global Customer Experience Management Market by segment, 2019 & 2029 (USD Million)
FIG 11. Global Customer Experience Management Market by segment, 2019 & 2029 (USD Million)
FIG 12. Global Customer Experience Management Market by segment, 2019 & 2029 (USD Million)
FIG 13. Global Customer Experience Management Market by segment, 2019 & 2029 (USD Million)
FIG 14. Global Customer Experience Management Market, regional snapshot 2019 & 2029
FIG 15. North America Customer Experience Management Market 2019 & 2029 (USD Million)
FIG 16. Europe Customer Experience Management Market 2019 & 2029 (USD Million)
FIG 17. Asia Pacific Customer Experience Management Market 2019 & 2029 (USD Million)
FIG 18. Latin America Customer Experience Management Market 2019 & 2029 (USD Million)
FIG 19. Global Customer Experience Management Market, company Market share analysis (2021)