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PUBLISHER: IMARC | PRODUCT CODE: 1675709

PUBLISHER: IMARC | PRODUCT CODE: 1675709

SQM and CEM Market by Type (Enterprise Feedback Management, Web Analytics, Text Analytics, Speech Analytics), Application (Small and Medium Businesses, Larger Enterprises), and Region 2025-2033

PUBLISHED: March 1, 2025

PAGES: 149 Pages

DELIVERY TIME: 2-3 business days

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The global SQM and CEM market size reached USD 5.2 Billion in 2024. Looking forward, IMARC Group expects the market to reach USD 10.0 Billion by 2033, exhibiting a growth rate (CAGR) of 7.19% during 2025-2033. The significant growth in the telecommunication industry, growing demand for cloud-based solutions, enhanced research and development (R&D) activities, and the utilization of artificial intelligence (AI) and machine learning (ML) algorithms represent some of the key factors driving the market.

Service quality management (SQM) and customer experience management (CEM) refer to technological solutions used by organizations to understand customer experience related to specific products and services. It involves the utilization of various tools and techniques, such as web analytics, enterprise feedback management (EFM) systems, customer journey mapping software, and emotional analytics tools. SQM and CEM are widely used by retailers, hotels, resorts, hospitals, clinics, banks, insurance companies, e-commerce platforms, software developers, and government agencies. They enhance operational efficiency, improve service delivery, increase customer satisfaction, ensure consistent quality, reduce human errors, and optimize resource allocations. SQM and CFM also assist in building a positive brand image, improving customer retention, increasing revenue, enabling better decision-making, and gaining competitive advantages. As a result, SQM and CEM find extensive applications across the automotive, telecommunication, healthcare, hospitality, and banking, financial services, and insurance (BFSI) industries.

SQM and CEM Market Trends:

The significant growth in the telecommunication industry is one of the primary factors propelling the market growth. SQM and CEM are widely used by telecom service providers to monitor and measure network performance, provide personalized recommendations, optimize customer journeys, improve billing and payment processes, enhance self-servicing options, and implement proactive customer support mechanisms. Furthermore, the widespread utilization of SQM and CEM to improve services, promote customer-centric culture, offer relevant communications, and provide seamless multi-channel experience, is positively influencing the market growth. Apart from this, the growing demand for cloud-based solutions that are cost-effective, scalable, provide remote access, ensure better collaboration, and offer enhanced data security is favoring the market growth. Additionally, the utilization of artificial intelligence (AI) and machine learning (ML) algorithms to automate processes, provide instant support, personalize customer experiences, and derive actionable insights from large volumes of customer data is positively influencing the market growth. Apart from this, the rising number of digital channels, such as websites, mobile applications, and social media, is facilitating the demand for SQM and CEM to ensure seamless digital engagement and deliver consistent experiences across various channels. Other factors, including rapid globalization activities, increasing demand for data-driven decision-making, and the growing emphasis on customer retention among organizations, are anticipated to drive the market growth.

Key Market Segmentation:

Type Insights:

Enterprise Feedback Management
Web Analytics
Text Analytics
Speech Analytics

Application Insights:

Small and Medium Businesses
Larger Enterprises

Regional Insights:

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 report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America was the largest market for SQM and CEM. Some of the factors driving the North America SQM and CEM market included rapid globalization activities, increasing emphasis on customer-centric approaches, and various technological advancements.

Competitive Landscape:

The report has also provided a comprehensive analysis of the competitive landscape in the global SQM and CEM market. Detailed profiles of all major companies have been provided. Some of the companies covered include Adobe Inc., Amdocs, eGain Corporation, Medallia Inc., Microsoft Corporation, etc. Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.

Key Questions Answered in This Report:

How has the global SQM and CEM market performed so far, and how will it perform in the coming years?
What are the drivers, restraints, and opportunities in the global SQM and CEM market?
What is the impact of each driver, restraint, and opportunity on the global SQM and CEM market?
What are the key regional markets?
Which countries represent the most attractive SQM and CEM market?
What is the breakup of the market based on the type?
Which is the most attractive type in the SQM and CEM market?
What is the breakup of the market based on the application?
Which is the most attractive application in the SQM and CEM market?
What is the competitive structure of the global SQM and CEM market?
Who are the key players/companies in the global SQM and CEM market?

Product Code: SR112025A7870

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 SQM and CEM Market

5.1 Market Overview
5.2 Market Performance
5.3 Impact of COVID-19
5.4 Market Forecast

6 Market Breakup by Type

6.1 Enterprise Feedback Management
- 6.1.1 Market Trends
- 6.1.2 Market Forecast
6.2 Web Analytics
- 6.2.1 Market Trends
- 6.2.2 Market Forecast
6.3 Text Analytics
- 6.3.1 Market Trends
- 6.3.2 Market Forecast
6.4 Speech Analytics
- 6.4.1 Market Trends
- 6.4.2 Market Forecast

7 Market Breakup by Application

7.1 Small and Medium Businesses
- 7.1.1 Market Trends
- 7.1.2 Market Forecast
7.2 Large Enterprises
- 7.2.1 Market Trends
- 7.2.2 Market Forecast

8 Market Breakup by Region

8.1 North America
- 8.1.1 United States
  - 8.1.1.1 Market Trends
  - 8.1.1.2 Market Forecast
- 8.1.2 Canada
  - 8.1.2.1 Market Trends
  - 8.1.2.2 Market Forecast
8.2 Asia-Pacific
- 8.2.1 China
  - 8.2.1.1 Market Trends
  - 8.2.1.2 Market Forecast
- 8.2.2 Japan
  - 8.2.2.1 Market Trends
  - 8.2.2.2 Market Forecast
- 8.2.3 India
  - 8.2.3.1 Market Trends
  - 8.2.3.2 Market Forecast
- 8.2.4 South Korea
  - 8.2.4.1 Market Trends
  - 8.2.4.2 Market Forecast
- 8.2.5 Australia
  - 8.2.5.1 Market Trends
  - 8.2.5.2 Market Forecast
- 8.2.6 Indonesia
  - 8.2.6.1 Market Trends
  - 8.2.6.2 Market Forecast
- 8.2.7 Others
  - 8.2.7.1 Market Trends
  - 8.2.7.2 Market Forecast
8.3 Europe
- 8.3.1 Germany
  - 8.3.1.1 Market Trends
  - 8.3.1.2 Market Forecast
- 8.3.2 France
  - 8.3.2.1 Market Trends
  - 8.3.2.2 Market Forecast
- 8.3.3 United Kingdom
  - 8.3.3.1 Market Trends
  - 8.3.3.2 Market Forecast
- 8.3.4 Italy
  - 8.3.4.1 Market Trends
  - 8.3.4.2 Market Forecast
- 8.3.5 Spain
  - 8.3.5.1 Market Trends
  - 8.3.5.2 Market Forecast
- 8.3.6 Russia
  - 8.3.6.1 Market Trends
  - 8.3.6.2 Market Forecast
- 8.3.7 Others
  - 8.3.7.1 Market Trends
  - 8.3.7.2 Market Forecast
8.4 Latin America
- 8.4.1 Brazil
  - 8.4.1.1 Market Trends
  - 8.4.1.2 Market Forecast
- 8.4.2 Mexico
  - 8.4.2.1 Market Trends
  - 8.4.2.2 Market Forecast
- 8.4.3 Others
  - 8.4.3.1 Market Trends
  - 8.4.3.2 Market Forecast
8.5 Middle East and Africa
- 8.5.1 Market Trends
- 8.5.2 Market Breakup by Country
- 8.5.3 Market Forecast

9 Drivers, Restraints, and Opportunities

9.1 Overview
9.2 Drivers
9.3 Restraints
9.4 Opportunities

10 Value Chain Analysis

11 Porters Five Forces Analysis

11.1 Overview
11.2 Bargaining Power of Buyers
11.3 Bargaining Power of Suppliers
11.4 Degree of Competition
11.5 Threat of New Entrants
11.6 Threat of Substitutes

12 Price Analysis

13 Competitive Landscape

13.1 Market Structure
13.2 Key Players
13.3 Profiles of Key Players
- 13.3.1 Adobe Inc.
  - 13.3.1.1 Company Overview
  - 13.3.1.2 Product Portfolio
  - 13.3.1.3 Financials
  - 13.3.1.4 SWOT Analysis
- 13.3.2 Amdocs
  - 13.3.2.1 Company Overview
  - 13.3.2.2 Product Portfolio
  - 13.3.2.3 Financials
- 13.3.3 eGain Corporation
  - 13.3.3.1 Company Overview
  - 13.3.3.2 Product Portfolio
  - 13.3.3.3 Financials
- 13.3.4 Medallia Inc.
  - 13.3.4.1 Company Overview
  - 13.3.4.2 Product Portfolio
- 13.3.5 Microsoft Corporation
  - 13.3.5.1 Company Overview
  - 13.3.5.2 Product Portfolio
  - 13.3.5.3 Financials
  - 13.3.5.4 SWOT Analysis

Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.

Product Code: SR112025A7870

List of Figures

Figure 1: Global: SQM and CEM Market: Major Drivers and Challenges
Figure 2: Global: SQM and CEM Market: Sales Value (in Billion USD), 2019-2024
Figure 3: Global: SQM and CEM Market Forecast: Sales Value (in Billion USD), 2025-2033
Figure 4: Global: SQM and CEM Market: Breakup by Type (in %), 2024
Figure 5: Global: SQM and CEM Market: Breakup by Application (in %), 2024
Figure 6: Global: SQM and CEM Market: Breakup by Region (in %), 2024
Figure 7: Global: SQM and CEM (Enterprise Feedback Management) Market: Sales Value (in Million USD), 2019 & 2024
Figure 8: Global: SQM and CEM (Enterprise Feedback Management) Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 9: Global: SQM and CEM (Web Analytics) Market: Sales Value (in Million USD), 2019 & 2024
Figure 10: Global: SQM and CEM (Web Analytics) Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 11: Global: SQM and CEM (Text Analytics) Market: Sales Value (in Million USD), 2019 & 2024
Figure 12: Global: SQM and CEM (Text Analytics) Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 13: Global: SQM and CEM (Speech Analytics) Market: Sales Value (in Million USD), 2019 & 2024
Figure 14: Global: SQM and CEM (Speech Analytics) Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 15: Global: SQM and CEM (Small and Medium Businesses) Market: Sales Value (in Million USD), 2019 & 2024
Figure 16: Global: SQM and CEM (Small and Medium Businesses) Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 17: Global: SQM and CEM (Large Enterprises) Market: Sales Value (in Million USD), 2019 & 2024
Figure 18: Global: SQM and CEM (Large Enterprises) Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 19: North America: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 20: North America: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 21: United States: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 22: United States: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 23: Canada: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 24: Canada: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 25: Asia-Pacific: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 26: Asia-Pacific: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 27: China: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 28: China: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 29: Japan: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 30: Japan: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 31: India: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 32: India: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 33: South Korea: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 34: South Korea: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 35: Australia: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 36: Australia: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 37: Indonesia: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 38: Indonesia: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 39: Others: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 40: Others: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 41: Europe: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 42: Europe: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 43: Germany: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 44: Germany: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 45: France: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 46: France: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 47: United Kingdom: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 48: United Kingdom: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 49: Italy: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 50: Italy: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 51: Spain: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 52: Spain: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 53: Russia: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 54: Russia: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 55: Others: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 56: Others: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 57: Latin America: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 58: Latin America: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 59: Brazil: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 60: Brazil: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 61: Mexico: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 62: Mexico: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 63: Others: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 64: Others: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 65: Middle East and Africa: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
Figure 66: Middle East and Africa: SQM and CEM Market: Breakup by Country (in %), 2024
Figure 67: Middle East and Africa: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
Figure 68: Global: SQM and CEM Industry: Drivers, Restraints, and Opportunities
Figure 69: Global: SQM and CEM Industry: Value Chain Analysis
Figure 70: Global: SQM and CEM Industry: Porter's Five Forces Analysis

List of Tables

Table 1: Global: SQM and CEM Market: Key Industry Highlights, 2024 & 2033
Table 2: Global: SQM and CEM Market Forecast: Breakup by Type (in Million USD), 2025-2033
Table 3: Global: SQM and CEM Market Forecast: Breakup by Application (in Million USD), 2025-2033
Table 4: Global: SQM and CEM Market Forecast: Breakup by Region (in Million USD), 2025-2033
Table 5: Global: SQM and CEM Market: Competitive Structure
Table 6: Global: SQM and CEM Market: Key Players

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