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COVID-19の影響を受けた顧客経験管理市場：コンポーネント（ソリューション、サービス）、タッチポイント、展開タイプ、組織規模、業種（旅行・ホスピタリティ、BFSI、小売、ヘルスケア、IT・テレコム）、地域別 - 2026年までの世界市場予測Customer Experience Management Market with COVID-19 Impact, by Component (Solutions, Services), Touchpoint, Deployment Type, Organization Size, Vertical (Travel and Hospitality, BFSI, Retail, Healthcare, IT and Telecom), and Region - Global Forecast to 2026 顧客経験管理の世界市場規模は、2021年の95億米ドルから2026年には169億米ドルに拡大し、予測期間中の年間平均成長率（CAGR）は12.3％となる見込みです。市場の主な推進要因としては、顧客エンゲージメントの... もっと見る
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顧客経験管理の世界市場規模は、2021年の95億米ドルから2026年には169億米ドルに拡大し、予測期間中の年間平均成長率（CAGR）は12.3％となる見込みです。市場の主な推進要因としては、顧客エンゲージメントの向上と顧客解約率の低減に対するニーズの高まり、顧客理解度の向上に対するニーズ、顧客関連スコアの活用によるより良い顧客エンゲージメント戦略の計画などが挙げられます。
予測期間中、より高い成長率を記録するサービス
顧客経験管理市場の構成要素別では、予測期間中にサービスが高い成長率を記録すると予測されます。サービス分野全体は、カスタマーエクスペリエンスマネジメント市場の成長に大きな影響を及ぼします。これらのサービスは、エンドユーザーが全体的なコストを削減し、全体的な収益を増加させ、ビジネスパフォーマンスを向上させることを支援します。これらのサービスを利用することで、組織はビジネスの要件を追跡、評価、分析し、より良い情報に基づく意思決定を行うことができます。
予測期間中、大企業がより大きな市場シェアを占めると予想される
組織規模別では、大企業が最も大きな市場規模を占めると予想される。大企業は、CEと満足度を高めるためにCEMソリューションを導入している。大企業は、さまざまな部門に散在する顧客に関連する分散データを包含しているため、このデータから貴重な洞察を得るためにクラウドベースのCEMソリューションを選択しています。CEMソリューションの採用は、大企業が顧客とのインタラクションやロイヤリティを強化するのに役立つ。大企業は、顧客エンゲージメントプロセスを自動化するために、人工知能（AI）、ビッグデータ、機械学習などの新しい最新技術への投資に熱心である。
予測期間中はクラウドデプロイメントが高い成長率を示すと予想される
導入形態別では、クラウドがより高い成長率を示すと予想されます。クラウドベースのCEソリューションは、高まる顧客の期待レベルに対応するために効果的で互換性があるため、従来のシステムよりも好まれています。クラウドの導入は、CEソリューションのアップグレードやアップデートに伴うコストを削減するだけでなく、企業が技術を統合して、より優れたCEを顧客に提供するのにも役立ちます。
予測期間中はAPACが高い成長率を記録
地域別では、APACが予測期間中に最も高いCAGRで成長する見込みです。同地域の膨大な人口が、企業にとって豊富な加入者基盤をもたらしている。インターネットの普及率とユーザーごとのオンライン消費の増加により、企業はソーシャルメディア、ウェブサイト、電子メール、バーチャルアシスタント、コールセンターなどのデジタルタッチポイントを通じて、顧客体験管理市場における提供サービスを強化するようになっています。
- 企業タイプ別 ティア1：62％、ティア2：23％、ティア3：15
- 役職別 Cレベル：38％、ディレクター：30％、その他：32
- 地域別 北米40％、欧州15％、APAC35％、中東・アフリカ5％、中南米5％。
本レポートでは、競合環境を網羅し、Adobe（米国）、IBM（米国）、Oracle（米国）、Avaya（米国）、Nice（イスラエル）、Nokia（フィンランド）、SAP（ドイツ）、OpenText（カナダ）など、主要市場プレイヤーのプロフィールを紹介しています。Tech Mahindra（インド）、Verint Systems（米国）、Zendesk（米国）、Teradata（米国）、Sprinklr（米国）、Medallia（米国）、InMoment（米国）、SAS（米国）、Clarabridge（米国）、Sitecore（米国）、NGDATA（ベルギー）、Amperity（米国）、Mixpanel（米国）、Segment.Tech（米国）。 io（米国）、ZephyrTel（米国）、MindTouch（米国）、Algonomy（米国）、SoGoSurvey（米国）です。これらの企業は、新製品の発売、パートナーシップやコラボレーション、買収など、有機的および無機的な成長戦略をいくつか採用し、世界の顧客経験管理市場における提供製品と市場シェアを拡大しています。
調査対象
この市場調査は、異なるセグメントにわたる顧客経験管理市場を対象としています。コンポーネント、タッチポイント、展開タイプ、組織規模、垂直方向、対象地域などに基づいて、さまざまなセグメントにおける市場規模や成長性を推定することを目的としています。また、主要な市場プレイヤーの詳細な競合分析、会社概要、製品および事業内容に関する主な見解、最近の開発、主要な市場戦略についても記載しています。
本レポートを購入する主な利点
当レポートは、顧客経験管理市場全体とそのセグメントにおける収益数の最も近い近似値に関する情報を提供することで、この市場における市場リーダー/新規参入者を支援することが期待されます。また、本レポートは、利害関係者が競争環境を理解し、自社のビジネスの地位を向上させ、適切な市場参入戦略を計画するための洞察を得るのに役立つと期待されます。また、本レポートは、利害関係者が市場の鼓動を理解し、主要な市場促進要因、阻害要因、課題、機会に関する情報を提供することも目的としています。
Summary
The global Customer experience management Market size to grow from USD 9.5 Billion in 2021 to USD 16.9 Billion by 2026, at a Compound Annual Growth Rate (CAGR) of 12.3% during the forecast period. The major driving factors for the market include increasing need to improve customer engagement and reduce customer churn rates, need for better understanding customers, and use of customer-related scores to plan better customer engagement strategy.
The services to record a higher growth rate during the forecast period In the customer experience management market by component, the services is expected to record a higher growth rate during the forecast period. The overall services segment has a major influence on the customer experience management market’s growth. These services assist end users in reducing overall costs, increasing overall revenues, and improving business performance. With the help of these services, organizations can track, evaluate, and analyze the requirements of their business to make better-informed decisions. Large Enterprises are expected to hold a larger market share during the forecast period By Organisation size, large enterprises are expected to hold the largest market size. Large enterprises deploy CEM solutions to enhance their CE and satisfaction. Large enterprises encompass distributed data related to customers scattered across different departments and are, hence, opting for cloud-based CEM solutions to gain valuable insights from this data. The adoption of CEM solutions helps large enterprises enhance customer interaction and loyalty. Large enterprises are keen on investing in new and latest technologies such as artificial intelligence (AI), big data, and machine learning to automate the customer engagement process. Cloud Deployment is expected to have a higher growth rate during the forecast period By Deployment Mode, cloud is expected to have a higher growth rate. Cloud-based CE solutions are preferred over traditional systems as they are effective and compatible in addressing the rising level of customer expectations. Besides reducing costs associated with upgrading and updating CE solutions, cloud deployments also help organizations integrate technologies to provide a better CE to their customers. APAC to have a higher growth rate during the forecast period By region, APAC to grow at the highest CAGR during the forecast period. The enormous population in the region has led to an extensive pool of subscriber base for companies. The increasing internet penetration and per-user online consumption have led organizations to enhance their offerings in the customer experience management market through digital touchpoints such as social media, websites, emails, virtual assistants, and call centers. • By Company Type: Tier 1 – 62%, Tier 2 – 23%, and Tier 3 – 15% • By Designation: C-level – 38%, Directors – 30% and Others – 32% • By Region: North America –40%, Europe –15%, APAC – 35%, Middle East and Africa- 5% and Latin America- 5% The report covers the competitive landscape and profiles major market players, including Adobe (US), IBM (US), Oracle (US), Avaya (US), Nice (Israel), Nokia (Finland), SAP (Germany), OpenText (Canada), Tech Mahindra (India), Verint Systems (US), Zendesk (US), Teradata (US), Sprinklr (US), Medallia (US), InMoment (US), SAS (US), Clarabridge (US), Sitecore (US), NGDATA (Belgium), Amperity (US), Mixpanel (US), Segment.io (US), ZephyrTel (US), MindTouch (US), Algonomy (US), and SoGoSurvey (US). These players have adopted several organic and inorganic growth strategies, including new product launches, partnerships and collaborations, and acquisitions, to expand their offerings and market shares in the global customer experience management market. Research coverage The market study covers the Customer experience management market across different segments. It aims at estimating the market size and the growth potential of this market across different segments based on component, touchpoint, deployment type, organization size and verticals with regions covered. The study also includes an in-depth competitive analysis of the key market players, along with their company profiles, key observations related to product and business offerings, recent developments, and key market strategies. Key benefits of buying the report The report is expected to help the market leaders/new entrants in this market by providing them information on the closest approximations of the revenue numbers for the overall Customer experience management market and its segments. This report is also expected to help stakeholders understand the competitive landscape and gain insights to improve the position of their businesses and to plan suitable go-to-market strategies. The report also aims at helping stakeholders understand the pulse of the market and provide them with information on key market drivers, restraints, challenges, and opportunities. Table of Contents
1 INTRODUCTION 29
1.1 INTRODUCTION TO COVID-19 29
1.2 COVID-19 HEALTH ASSESSMENT 29
FIGURE 1 COVID-19: GLOBAL PROPAGATION 29
FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES 30
1.3 COVID-19 ECONOMIC ASSESSMENT 31
FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020 31
1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT 32
FIGURE 4 CRITERIA IMPACTING GLOBAL ECONOMY 32
FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF GLOBAL ECONOMY 33
1.4 OBJECTIVES OF THE STUDY 34
1.5 MARKET DEFINITION 34
1.5.1 INCLUSIONS AND EXCLUSIONS 35
1.6 MARKET SCOPE 35
1.6.1 MARKET SEGMENTATION 36
1.6.2 REGIONAL SCOPE 36
1.6.3 YEARS CONSIDERED FOR THE STUDY 37
1.7 CURRENCY CONSIDERED 37
TABLE 1 USD EXCHANGE RATES, 2018–2020 37
1.8 STAKEHOLDERS 38
1.9 SUMMARY OF CHANGES 38
2 RESEARCH METHODOLOGY 39
2.1 RESEARCH DATA 39
FIGURE 6 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN 39
2.1.1 SECONDARY DATA 40
2.1.2 PRIMARY DATA 40
TABLE 2 PRIMARY INTERVIEWS 40
2.1.2.1 Breakup of primaries 41
FIGURE 7 BREAKUP OF PROFILES OF PRIMARY PARTICIPANTS: BY COMPANY TYPE, DESIGNATION, AND REGION 41
2.1.2.2 Key industry insights 41
2.2 DATA TRIANGULATION 42
2.3 MARKET SIZE ESTIMATION 42
2.3.1 TOP-DOWN APPROACH 42
FIGURE 8 CUSTOMER EXPERIENCE MANAGEMENT SIZE ESTIMATION: TOP-DOWN APPROACH (SPENDING-SIDE ANALYSIS) 43
2.3.2 BOTTOM-UP APPROACH 43
FIGURE 9 CUSTOMER EXPERIENCE MANAGEMENT SIZE ESTIMATION: BOTTOM-UP APPROACH (SUPPLY-SIDE ANALYSIS) (1/2) 44
FIGURE 10 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE ESTIMATION: BOTTOM-UP APPROACH (SUPPLY-SIDE ANALYSIS) (2/2) 44
2.4 MARKET FORECAST 45
TABLE 3 FACTOR ANALYSIS 45
2.5 ASSUMPTIONS FOR THE STUDY 46
2.6 LIMITATIONS OF THE STUDY 46
3 EXECUTIVE SUMMARY 47
FIGURE 11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2019–2026 48
FIGURE 12 LEADING SEGMENTS IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2021 49
FIGURE 13 CUSTOMER EXPERIENCE MANAGEMENT MARKET: REGIONAL SHARES AND KEY DRIVING FACTORS, 2021 49
4 PREMIUM INSIGHTS 51
4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 51
FIGURE 14 GROWING NEED TO ENHANCE CUSTOMER LOYALTY TO DRIVE THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 51
4.2 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT 51
FIGURE 15 SOLUTIONS SEGMENT TO LEAD THE MARKET IN 2021 51
4.3 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE 52
FIGURE 16 MANAGED SERVICES SEGMENT TO ACCOUNT FOR A LARGER MARKET SHARE IN 2021 52
4.4 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE 52
FIGURE 17 DEPLOYMENT AND INTEGRATION SERVICES SEGMENT TO ACCOUNT FOR THE LARGEST MARKET SHARE IN 2021 52
4.5 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 53
FIGURE 18 RETAIL SEGMENT TO LEAD THE MARKET IN 2021 53
4.6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT MODE 53
FIGURE 19 CLOUD SEGMENT TO LEAD THE MARKET BY 2026 53
4.7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 54
FIGURE 20 ASIA PACIFIC TO GROW AT THE HIGHEST RATE DURING THE FORECAST PERIOD 54
4.8 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT AND COUNTRY 54
FIGURE 21 SOLUTIONS SEGMENT AND ANZ ESTIMATED TO ACCOUNT FOR THE LARGEST RESPECTIVE MARKET SHARES IN ASIA PACIFIC IN 2021 54
4.9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY 55
FIGURE 22 INDIA TO REGISTER THE HIGHEST GROWTH DURING THE FORECAST PERIOD 55
5 MARKET OVERVIEW AND INDUSTRY TRENDS 56
5.1 INTRODUCTION 56
FIGURE 23 ADVANCEMENTS IN COMMUNICATION TECHNOLOGY ARE MAJOR DRIVING FACTORS FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 57
5.2 MARKET DYNAMICS 58
FIGURE 24 CUSTOMER EXPERIENCE MANAGEMENT MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 58
5.2.1 DRIVERS 59
5.2.1.1 Increased need for establishing the learning behavior with the customers 59
5.2.1.2 Increase in customer responsiveness and satisfaction would increase revenue 59
FIGURE 25 PERCENTAGE OF AGE GROUP EXPECTING RESPONSE WITHIN ONE HOUR IN 2020 59
5.2.1.3 Customer loyalty and increased retention is the need of the hour 60
5.2.1.4 Coordination among all customer contact channels and CEM managers would be established 60
5.2.1.5 Customer lifetime value can be calculated 61
5.2.1.6 Need for better understanding customers increasing the demand for CEM solutions 61
5.2.1.7 Customer-related scores generated for the organizations to plan better customer engagement strategy 61
5.2.1.8 CEM solutions reduce customer churn rates 61
5.2.1.9 CEM solutions keep customer engagement through omnichannel 62
5.2.2 RESTRAINTS 62
5.2.2.1 Lack of innovation 62
5.2.2.2 Using incomplete data while calculation of CE matrix 62
5.2.2.3 Data synchronization complexities 62
5.2.3 OPPORTUNITIES 63
5.2.3.1 Collection of all the information on a single platform 63
5.2.3.2 Need for insights to predict customer intents 63
5.2.3.3 Information extracted from CEM solutions can be used to make optimal CE strategy 63
5.2.4 CHALLENGES 63
5.2.4.1 Difficulty in ensuring CE RoI 63
5.2.4.2 Concerns over data privacy and security issues 64
5.2.4.3 Difficulty in getting consistent CE feedback through all channels 64
5.2.4.4 Difficulty in synchronizing CE data collected from different touchpoints within different domains 64
5.3 INDUSTRY TRENDS 65
5.3.1 VALUE CHAIN ANALYSIS 65
FIGURE 26 CUSTOMER EXPERIENCE MANAGEMENT MARKET: VALUE CHAIN 65
5.3.2 ECOSYSTEM 66
TABLE 4 CUSTOMER EXPERIENCE MANAGEMENT MARKET: ECOSYSTEM 66
5.3.3 PORTER’S FIVE FORCES MODEL 67
TABLE 5 IMPACT OF EACH FORCE ON THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 67
5.3.3.1 Threat of new entrants 67
5.3.3.2 Threat of substitutes 67
5.3.3.3 Bargaining power of suppliers 67
5.3.3.4 Bargaining power of buyers 68
5.3.3.5 Degree of competition 68
5.3.4 TECHNOLOGY ANALYSIS 68
5.3.4.1 Big data and analytics 68
5.3.4.2 Cloud computing 68
5.3.4.3 Artificial intelligence and machine learning 69
5.3.4.4 Natural language processing 69
5.3.5 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS/BUYERS 69
FIGURE 27 REVENUE SHIFT IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 69
5.3.6 PATENT ANALYSIS 70
FIGURE 28 TOP TEN COMPANIES WITH THE HIGHEST NUMBER OF PATENT APPLICATIONS 70
TABLE 6 US: TOP TWENTY PATENT OWNERS, 2021 71
FIGURE 29 NUMBER OF PATENTS GRANTED IN A YEAR, 2010–2021 72
5.3.7 AVERAGE SELLING PRICE ANALYSIS 72
TABLE 7 AVERAGE SELLING PRICE RANGES OF SUBSCRIPTION-BASED CUSTOMER EXPERIENCE MANAGEMENT SYSTEMS 72
5.3.8 USE CASES 73
TABLE 8 USE CASE 1: ORACLE 73
TABLE 9 USE CASE 2: ORACLE 73
TABLE 10 USE CASE 3: SAP 74
TABLE 11 USE CASE 4: OPENTEXT 74
TABLE 12 USE CASE 5: INMOMENT 75
TABLE 13 USE CASE 6: MEDALLIA 75
TABLE 14 USE CASE 7: SITECORE 76
TABLE 15 USE CASE 8: CLARABRIDGE 76
TABLE 16 USE CASE 9: NOKIA 77
TABLE 17 USE CASE 10: ORACLE 77
TABLE 18 USE CASE 11: OPENTEXT 78
5.4 COVID-19 PANDEMIC-DRIVEN MARKET DYNAMICS AND FACTOR ANALYSIS 78
5.4.1 OVERVIEW 78
5.4.2 DRIVERS AND OPPORTUNITIES 79
5.4.3 RESTRAINTS AND CHALLENGES 79
5.4.4 CUMULATIVE GROWTH ANALYSIS 80
TABLE 19 CUSTOMER EXPERIENCE MANAGEMENT MARKET:
CUMULATIVE GROWTH ANALYSIS 80
6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT 81
6.1 INTRODUCTION 82
FIGURE 30 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING 2021–2026 82
TABLE 20 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION) 82
TABLE 21 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 82
6.2 SOLUTIONS 83
6.2.1 SOLUTIONS: MARKET DRIVERS 83
6.2.2 SOLUTIONS: IMPACT OF COVID-19 ON THE MARKET 83
TABLE 22 CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS MARKET SIZE,
BY REGION, 2015–2020 (USD MILLION) 84
TABLE 23 SOLUTIONS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2021–2026 (USD MILLION) 84
TABLE 24 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 84
TABLE 25 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 85
6.2.3 OMNICHANNEL 85
6.2.4 MACHINE LEARNING 85
6.2.5 ANALYTICS 85
6.2.6 WORKFORCE OPTIMIZATION 86
6.3 SERVICES 86
6.3.1 SERVICES: MARKET DRIVERS 86
6.3.2 SERVICES: IMPACT OF COVID-19 ON THE MARKET 86
FIGURE 31 MANAGED SERVICES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD 87
TABLE 26 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION) 87
TABLE 27 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 87
TABLE 28 CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION) 88
TABLE 29 CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 88
TABLE 30 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 88
TABLE 31 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT SERVICES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 89
6.3.3 PROFESSIONAL SERVICES 89
FIGURE 32 SUPPORT AND MAINTENANCE SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD 89
TABLE 32 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION) 90
TABLE 33 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 90
TABLE 34 CUSTOMER EXPERIENCE PROFESSIONAL SERVICES: MANAGEMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION) 90
TABLE 35 CUSTOMER EXPERIENCE PROFESSIONAL SERVICES MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 91
TABLE 36 NORTH AMERICA: CUSTOMER EXPERIENCE PROFESSIONAL SERVICES MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 91
TABLE 37 NORTH AMERICA: CUSTOMER EXPERIENCE PROFESSIONAL SERVICES MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 91
6.3.3.1 Deployment and Integration 92
TABLE 38 CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE,
BY REGION, 2015–2020 (USD MILLION) 92
TABLE 39 CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE,
BY REGION, 2021–2026 (USD MILLION) 92
TABLE 40 NORTH AMERICA: CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 93
TABLE 41 NORTH AMERICA: CUSTOMER EXPERIENCE DEPLOYMENT AND INTEGRATION MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 93
6.3.3.2 Support and Maintenance 93
TABLE 42 CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE,
BY REGION, 2015–2020 (USD MILLION) 93
TABLE 43 CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE,
BY REGION, 2021–2026 (USD MILLION) 94
TABLE 44 NORTH AMERICA: CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 94
TABLE 45 NORTH AMERICA: CUSTOMER EXPERIENCE SUPPORT AND MAINTENANCE MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 94
6.3.3.3 Consulting and Training 95
TABLE 46 CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY REGION, 2015–2020 (USD MILLION) 95
TABLE 47 CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 95
TABLE 48 NORTH AMERICA: CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 96
TABLE 49 NORTH AMERICA: CUSTOMER EXPERIENCE CONSULTING AND TRAINING MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 96
6.3.4 MANAGED SERVICES 96
TABLE 50 CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION) 96
TABLE 51 CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 97
TABLE 52 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 97
TABLE 53 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGED SERVICES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 97
7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT 98
7.1 INTRODUCTION 98
7.2 WEBSITES 98
7.3 STORES 98
7.4 CALL CENTERS 99
7.5 MOBILE APPS 99
7.6 SOCIAL MEDIA 99
7.7 EMAILS 99
7.8 VIRTUAL ASSISTANTS 100
7.9 OTHER TOUCHPOINTS 100
8 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE 101
8.1 INTRODUCTION 102
FIGURE 33 CLOUD DEPLOYMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING THE FORECAST PERIOD 102
TABLE 54 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION) 102
TABLE 55 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION) 103
8.2 ON-PREMISE 103
8.2.1 ON-PREMISES: MARKET DRIVERS 103
8.2.2 ON-PREMISES: IMPACT OF COVID-19 ON THE MARKET 103
TABLE 56 ON-PREMISE DEPLOYMENT MARKET SIZE, BY REGION,
2015–2020 (USD MILLION) 104
TABLE 57 ON-PREMISE DEPLOYMENT MARKET SIZE, BY REGION,
2021–2026 (USD MILLION) 104
TABLE 58 NORTH AMERICA: ON-PREMISE DEPLOYMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 104
TABLE 59 NORTH AMERICA: ON-PREMISE DEPLOYMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 105
8.3 CLOUD 105
8.3.1 CLOUD: MARKET DRIVERS 105
8.3.2 CLOUD: IMPACT OF COVID-19 ON THE MARKET 105
TABLE 60 CLOUD DEPLOYMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION) 106
TABLE 61 CLOUD DEPLOYMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 106
TABLE 62 NORTH AMERICA: CLOUD DEPLOYMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 106
TABLE 63 NORTH AMERICA: CLOUD DEPLOYMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 107
9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE 108
9.1 INTRODUCTION 109
FIGURE 34 LARGE ENTERPRISES TO ACCOUNT FOR A LARGER MARKET SIZE DURING THE FORECAST PERIOD 109
TABLE 64 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION) 109
TABLE 65 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 110
9.2 LARGE ENTERPRISES 110
9.2.1 LARGE ENTERPRISES: MARKET DRIVERS 110
9.2.2 LARGE ENTERPRISES: IMPACT OF COVID-19 ON THE MARKET 111
TABLE 66 LARGE ENTERPRISES MARKET SIZE, BY REGION, 2015–2020 (USD MILLION) 111
TABLE 67 LARGE ENTERPRISES MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 111
TABLE 68 NORTH AMERICA: LARGE ENTERPRISES MARKET SIZE, BY COUNTRY,
2015–2020 (USD MILLION) 111
TABLE 69 NORTH AMERICA: LARGE ENTERPRISES MARKET SIZE, BY COUNTRY,
2021–2026 (USD MILLION) 112
9.3 SMALL AND MEDIUM-SIZED ENTERPRISES 112
9.3.1 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET DRIVERS 112
9.3.2 SMALL AND MEDIUM-SIZED ENTERPRISES: IMPACT OF COVID-19 ON THE MARKET 112
TABLE 70 SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY REGION,
2015–2020 (USD MILLION) 113
TABLE 71 SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY REGION,
2021–2026 (USD MILLION) 113
TABLE 72 NORTH AMERICA: SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 113
TABLE 73 NORTH AMERICA: SMALL AND MEDIUM-SIZED ENTERPRISES MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 114
10 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 115
10.1 INTRODUCTION 116
FIGURE 35 HEALTHCARE SEGMENT IS PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 116
TABLE 74 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL,
2015–2020 (USD MILLION) 117
TABLE 75 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL,
2021–2026 (USD MILLION) 117
10.2 IT AND TELECOM 118
10.2.1 IT AND TELECOM: MARKET DRIVERS 118
10.2.2 IT AND TELECOM: COVID-19 IMPACT 118
TABLE 76 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN IT AND TELECOM, BY REGION, 2015–2020 (USD MILLION) 119
TABLE 77 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN IT AND TELECOM, BY REGION, 2021–2026 (USD MILLION) 119
TABLE 78 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN IT AND TELECOM, BY COUNTRY, 2015–2020 (USD MILLION) 119
TABLE 79 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN IT AND TELECOM, BY COUNTRY, 2021–2026 (USD MILLION) 120
10.3 BFSI 120
10.3.1 BFSI: MARKET DRIVERS 121
10.3.2 BFSI: COVID-19 IMPACT 121
TABLE 80 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN BFSI, BY REGION, 2015–2020 (USD MILLION) 121
TABLE 81 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN BFSI, BY REGION, 2021–2026 (USD MILLION) 121
TABLE 82 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN BFSI, BY COUNTRY, 2015–2020 (USD MILLION) 122
TABLE 83 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN BFSI, BY COUNTRY, 2021–2026 (USD MILLION) 122
10.4 RETAIL 122
10.4.1 RETAIL: MARKET DRIVERS 123
10.4.2 RETAIL: COVID-19 IMPACT 123
TABLE 84 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN RETAIL, BY REGION, 2015–2020 (USD MILLION) 123
TABLE 85 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN RETAIL, BY REGION, 2021–2026 (USD MILLION) 123
TABLE 86 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN RETAIL, BY COUNTRY, 2015–2020 (USD MILLION) 124
TABLE 87 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN RETAIL, BY COUNTRY, 2021–2026 (USD MILLION) 124
10.5 HEALTHCARE 124
10.5.1 HEALTHCARE: MARKET DRIVERS 125
10.5.2 HEALTHCARE: COVID-19 IMPACT 125
TABLE 88 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN HEALTHCARE, BY REGION, 2015–2020 (USD MILLION) 125
TABLE 89 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN HEALTHCARE, BY REGION, 2021–2026 (USD MILLION) 125
TABLE 90 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN HEALTHCARE, BY COUNTRY, 2015–2020 (USD MILLION) 126
TABLE 91 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN HEALTHCARE, BY COUNTRY, 2021–2026 (USD MILLION) 126
10.6 AUTOMOTIVE 126
10.6.1 AUTOMOTIVE: MARKET DRIVERS 127
10.6.2 AUTOMOTIVE: COVID-19 IMPACT 127
TABLE 92 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN AUTOMOTIVE, BY REGION, 2015–2020 (USD MILLION) 127
TABLE 93 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN AUTOMOTIVE, BY REGION, 2021–2026 (USD MILLION) 127
TABLE 94 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN AUTOMOTIVE, BY COUNTRY, 2015–2020 (USD MILLION) 128
TABLE 95 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN AUTOMOTIVE, BY COUNTRY, 2021–2026 (USD MILLION) 128
10.7 TRAVEL AND HOSPITALITY 128
10.7.1 TRAVEL AND HOSPITALITY: MARKET DRIVERS 129
10.7.2 TRAVEL AND HOSPITALITY: COVID-19 IMPACT 129
TABLE 96 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN TRAVEL AND HOSPITALITY, BY REGION, 2015–2020 (USD MILLION) 129
TABLE 97 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN TRAVEL AND HOSPITALITY, BY REGION, 2021–2026 (USD MILLION) 130
TABLE 98 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN TRAVEL AND HOSPITALITY, BY COUNTRY, 2015–2020 (USD MILLION) 130
TABLE 99 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN TRAVEL AND HOSPITALITY, BY COUNTRY, 2021–2026 (USD MILLION) 130
10.8 MEDIA AND ENTERTAINMENT 131
10.8.1 MEDIA AND ENTERTAINMENT: MARKET DRIVERS 131
10.8.2 MEDIA AND ENTERTAINMENT: COVID-19 IMPACT 131
TABLE 100 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY REGION, 2015–2020 (USD MILLION) 132
TABLE 101 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY REGION, 2021–2026 (USD MILLION) 132
TABLE 102 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY COUNTRY, 2015–2020 (USD MILLION) 132
TABLE 103 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN MEDIA AND ENTERTAINMENT, BY COUNTRY, 2021–2026 (USD MILLION) 133
10.9 PUBLIC SECTOR 133
10.9.1 PUBLIC SECTOR: MARKET DRIVERS 133
10.9.2 PUBLIC SECTOR: COVID-19 IMPACT 133
TABLE 104 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN PUBLIC SECTOR, BY REGION, 2015–2020 (USD MILLION) 134
TABLE 105 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN PUBLIC SECTOR, BY REGION, 2021–2026 (USD MILLION) 134
TABLE 106 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN PUBLIC SECTOR, BY COUNTRY, 2015–2020 (USD MILLION) 134
TABLE 107 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN PUBLIC SECTOR, BY COUNTRY, 2021–2026 (USD MILLION) 135
10.10 OTHER VERTICALS 135
TABLE 108 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN OTHER VERTICALS, BY REGION, 2015–2020 (USD MILLION) 135
TABLE 109 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN OTHER VERTICALS, BY REGION, 2021–2026 (USD MILLION) 136
TABLE 110 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN OTHER VERTICALS, BY COUNTRY, 2015–2020 (USD MILLION) 136
TABLE 111 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE IN OTHER VERTICALS, BY COUNTRY, 2021–2026 (USD MILLION) 136
11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 137
11.1 INTRODUCTION 138
FIGURE 36 NORTH AMERICA TO ACCOUNT FOR THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD 138
TABLE 112 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2020 (USD MILLION) 139
TABLE 113 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2021–2026 (USD MILLION) 139
FIGURE 37 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 140
11.2 NORTH AMERICA 140
11.2.1 NORTH AMERICA: MARKET DRIVERS 141
11.2.2 NORTH AMERICA: COVID-19 IMPACT 141
11.2.3 NORTH AMERICA: REGULATIONS 141
FIGURE 38 NORTH AMERICA: MARKET SNAPSHOT 142
TABLE 114 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2015–2020 (USD MILLION) 142
TABLE 115 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2021–2026 (USD MILLION) 143
TABLE 116 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY SERVICE, 2015–2020 (USD MILLION) 143
TABLE 117 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY SERVICE, 2021–2026 (USD MILLION) 143
TABLE 118 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION) 143
TABLE 119 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 144
TABLE 120 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION) 144
TABLE 121 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION) 144
TABLE 122 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION) 144
TABLE 123 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 145
TABLE 124 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION) 145
TABLE 125 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 146
TABLE 126 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 146
TABLE 127 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 146
11.2.4 UNITED STATES 147
11.2.4.1 The adoption of latest technologies and presence of major players contributed to the growth of the market in the region 147
TABLE 128 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION) 147
TABLE 129 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 147
TABLE 130 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION) 148
TABLE 131 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 148
TABLE 132 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION) 148
TABLE 133 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 148
TABLE 134 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION) 149
TABLE 135 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION) 149
TABLE 136 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION) 149
TABLE 137 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 149
TABLE 138 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION) 150
TABLE 139 UNITED STATES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 150
11.2.5 CANADA 151
11.2.5.1 The technology investments have boosted the adoption of CEM in the region 151
TABLE 140 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION) 151
TABLE 141 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 151
TABLE 142 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION) 152
TABLE 143 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 152
TABLE 144 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION) 152
TABLE 145 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 152
TABLE 146 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION) 153
TABLE 147 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION) 153
TABLE 148 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION) 153
TABLE 149 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 153
TABLE 150 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION) 154
TABLE 151 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 154
11.3 EUROPE 155
11.3.1 EUROPE: MARKET DRIVERS 155
11.3.2 EUROPE: COVID-19 IMPACT 156
11.3.3 EUROPE: REGULATIONS 156
TABLE 152 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION) 157
TABLE 153 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 157
TABLE 154 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION) 157
TABLE 155 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 157
TABLE 156 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION) 158
TABLE 157 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 158
TABLE 158 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION) 158
TABLE 159 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION) 158
TABLE 160 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION) 159
TABLE 161 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 159
TABLE 162 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION) 159
TABLE 163 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 160
TABLE 164 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 160
TABLE 165 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 161
11.3.4 UNITED KINGDOM 161
11.3.4.1 Businesses in the region quickly adapt to the changing needs of customers 161
TABLE 166 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION) 161
TABLE 167 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 162
TABLE 168 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION) 162
TABLE 169 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 162
TABLE 170 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION) 162
TABLE 171 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 163
TABLE 172 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION) 163
TABLE 173 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION) 163
TABLE 174 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION) 163
TABLE 175 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 164
TABLE 176 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION) 164
TABLE 177 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 165
11.3.5 GERMANY 165
11.3.5.1 Companies in Germany are spending more on digital customer experience 165
11.3.6 FRANCE 165
11.3.6.1 Increase in digital transformation to drive the growth of the market in France 165
11.3.7 REST OF EUROPE 166
11.4 ASIA PACIFIC 166
11.4.1 ASIA PACIFIC: MARKET DRIVERS 166
11.4.2 ASIA PACIFIC: COVID-19 IMPACT 167
11.4.3 ASIA PACIFIC: REGULATIONS 167
FIGURE 39 ASIA PACIFIC: MARKET SNAPSHOT 168
TABLE 178 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION) 168
TABLE 179 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 169
TABLE 180 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION) 169
TABLE 181 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 169
TABLE 182 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION) 169
TABLE 183 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 170
TABLE 184 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION) 170
TABLE 185 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION) 170
TABLE 186 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION) 170
TABLE 187 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 171
TABLE 188 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION) 171
TABLE 189 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 172
TABLE 190 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 172
TABLE 191 APAC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 173
11.4.4 AUSTRALIA AND NEW ZEALAND 173
11.4.4.1 Businesses in ANZ are continuously adopting customer-centric approaches 173
11.4.5 INDIA 173
11.4.5.1 Organizations in India focus on providing a personalized experience to the customers 173
11.4.6 CHINA 174
11.4.6.1 Rapid adoption of technologies for digital transformation helped businesses in China to grow with the changing customer demands 174
TABLE 192 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION) 174
TABLE 193 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 174
TABLE 194 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION) 174
TABLE 195 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 175
TABLE 196 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION) 175
TABLE 197 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 175
TABLE 198 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION) 175
TABLE 199 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION) 176
TABLE 200 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION) 176
TABLE 201 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 176
TABLE 202 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION) 177
TABLE 203 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 177
11.4.7 REST OF ASIA PACIFIC 178
11.5 MIDDLE EAST AND AFRICA 178
11.5.1 MIDDLE EAST AND AFRICA: MARKET DRIVERS 178
11.5.2 MIDDLE EAST AND AFRICA: IMPACT OF COVID-19 ON THE MARKET 179
11.5.3 MIDDLE EAST AND AFRICA: REGULATIONS 179
TABLE 204 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2020 (USD MILLION) 180
TABLE 205 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2021–2026 (USD MILLION) 180
TABLE 206 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2020 (USD MILLION) 180
TABLE 207 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2021–2026 (USD MILLION) 180
TABLE 208 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION) 181
TABLE 209 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 181
TABLE 210 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION) 181
TABLE 211 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION) 181
TABLE 212 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2020 (USD MILLION) 182
TABLE 213 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 182
TABLE 214 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2020 (USD MILLION) 182
TABLE 215 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2021–2026 (USD MILLION) 183
TABLE 216 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2020 (USD MILLION) 183
TABLE 217 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2021–2026 (USD MILLION) 184
11.5.4 UAE 184
11.5.4.1 Organizations in the UAE realize the importance of incorporating the latest technologies 184
11.5.5 SAUDI ARABIA 184
11.5.5.1 Fast-paced adoption of cloud-based services in Saudi Arabia have improved the digital economy growth 184
11.5.6 SOUTH AFRICA 185
11.5.6.1 South Africa is considered to be the largest IT market in the world 185
11.5.7 REST OF THE MIDDLE EAST AND AFRICA 185
11.6 LATIN AMERICA 185
11.6.1 LATIN AMERICA: MARKET DRIVERS 185
11.6.2 LATIN AMERICA: IMPACT OF COVID-19 ON THE MARKET 186
11.6.3 LATIN AMERICA: REGULATIONS 186
TABLE 218 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2015–2020 (USD MILLION) 187
TABLE 219 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2021–2026 (USD MILLION) 187
TABLE 220 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY SERVICE, 2015–2020 (USD MILLION) 187
TABLE 221 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY SERVICE, 2021–2026 (USD MILLION) 188
TABLE 222 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2015–2020 (USD MILLION) 188
TABLE 223 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2021–2026 (USD MILLION) 188
TABLE 224 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY DEPLOYMENT TYPE, 2015–2020 (USD MILLION) 188
TABLE 225 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY DEPLOYMENT TYPE, 2021–2026 (USD MILLION) 189
TABLE 226 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2020 (USD MILLION) 189
TABLE 227 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2021–2026 (USD MILLION) 189
TABLE 228 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2020 (USD MILLION) 190
TABLE 229 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2021–2026 (USD MILLION) 190
TABLE 230 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COUNTRY, 2015–2020 (USD MILLION) 191
TABLE 231 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COUNTRY, 2021–2026 (USD MILLION) 191
11.6.4 BRAZIL 191
11.6.4.1 Increase in the presence of major players in Brazil drive organizations’ focus on CEM 191
11.6.5 MEXICO 192
11.6.5.1 The adoption of cloud-based services by organizations in Mexico boosted the customer experience management market 192
11.6.6 REST OF LATIN AMERICA 192
12 COMPETITIVE LANDSCAPE 193
12.1 OVERVIEW 193
12.2 MARKET EVALUATION FRAMEWORK 193
FIGURE 40 MARKET EVALUATION FRAMEWORK, 2019–2021 193
12.3 KEY MARKET DEVELOPMENTS 194
12.3.1 PRODUCT LAUNCHES 194
TABLE 232 CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES, MARCH 2019–SEPTEMBER 2021 194
12.3.2 DEALS 196
TABLE 233 CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS, JANUARY 2020–AUGUST 2021 196
12.4 MARKET SHARE ANALYSIS OF TOP PLAYERS 197
TABLE 234 CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEGREE OF COMPETITION 197
FIGURE 41 MARKET SHARE ANALYSIS OF COMPANIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 198
12.5 HISTORICAL REVENUE ANALYSIS 199
FIGURE 42 HISTORICAL REVENUE ANALYSIS, 2018–2020 199
12.6 COMPANY EVALUATION MATRIX OVERVIEW 200
12.7 COMPANY EVALUATION MATRIX METHODOLOGY AND DEFINITIONS 200
TABLE 235 PRODUCT FOOTPRINT WEIGHTAGE 200
12.7.1 STARS 200
12.7.2 EMERGING LEADERS 200
12.7.3 PERVASIVE PLAYERS 201
12.7.4 PARTICIPANTS 201
FIGURE 43 CUSTOMER EXPERIENCE MANAGEMENT MARKET, COMPANY EVALUATION MATRIX, 2021 201
12.8 COMPANY PRODUCT FOOTPRINT ANALYSIS 202
TABLE 236 COMPANY PRODUCT FOOTPRINT 202
TABLE 237 COMPANY OFFERING FOOTPRINT 203
TABLE 238 COMPANY INDUSTRY FOOTPRINT 203
TABLE 239 COMPANY REGION FOOTPRINT 204
12.9 COMPANY MARKET RANKING ANALYSIS 205
FIGURE 44 RANKING OF KEY PLAYERS IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2021 205
12.10 STARTUP/SME EVALUATION MATRIX METHODOLOGY AND DEFINITIONS 206
TABLE 240 STARTUP/SME EVALUATION MATRIX: CRITERIA WEIGHTAGE 206
12.10.1 PROGRESSIVE COMPANIES 206
12.10.2 RESPONSIVE COMPANIES 206
12.10.3 DYNAMIC COMPANIES 206
12.10.4 STARTING BLOCKS 207
FIGURE 45 CUSTOMER EXPERIENCE MANAGEMENT MARKET (GLOBAL):
STARTUP/SME EVALUATION MATRIX, 2020 207
13 COMPANY PROFILES 208
13.1 MAJOR PLAYERS 208
(Business Overview, Products & Services, Key Insights, Recent Developments, COVID-19 Impact, MnM View)*
13.1.1 ORACLE 208
TABLE 241 ORACLE: BUSINESS OVERVIEW 208
FIGURE 46 ORACLE: COMPANY SNAPSHOT 209
TABLE 242 ORACLE: PRODUCTS OFFERED 209
TABLE 243 ORACLE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES 210
TABLE 244 ORACLE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS 210
13.1.2 ADOBE 213
TABLE 245 ADOBE: BUSINESS OVERVIEW 213
FIGURE 47 ADOBE: COMPANY SNAPSHOT 214
TABLE 246 ADOBE: PRODUCTS OFFERED 214
TABLE 247 ADOBE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES 215
TABLE 248 ADOBE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS 215
13.1.3 SAP 217
TABLE 249 SAP: BUSINESS OVERVIEW 217
FIGURE 48 SAP: COMPANY SNAPSHOT 218
TABLE 250 SAP: PRODUCTS OFFERED 218
TABLE 251 SAP: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHED 219
TABLE 252 SAP: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS 219
13.1.4 IBM 221
TABLE 253 IBM: BUSINESS OVERVIEW 222
FIGURE 49 IBM: COMPANY SNAPSHOT 222
TABLE 254 IBM: PRODUCTS OFFERED 223
TABLE 255 IBM: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES 223
TABLE 256 IBM: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS 223
13.1.5 AVAYA 225
TABLE 257 AVAYA: BUSINESS OVERVIEW 225
FIGURE 50 AVAYA: COMPANY SNAPSHOT 226
TABLE 258 AVAYA: PRODUCTS OFFERED 226
TABLE 259 AVAYA: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES 227
TABLE 260 AVAYA: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS 227
13.1.6 OPENTEXT 229
TABLE 261 OPENTEXT: BUSINESS OVERVIEW 229
FIGURE 51 OPENTEXT: COMPANY SNAPSHOT 230
TABLE 262 OPENTEXT: PRODUCTS OFFERED 230
TABLE 263 OPENTEXT: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES 231
TABLE 264 OPENTEXT: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS 232
13.1.7 NICE 233
TABLE 265 NICE: BUSINESS OVERVIEW 233
FIGURE 52 NICE: COMPANY SNAPSHOT 234
TABLE 266 NICE: PRODUCTS OFFERED 234
TABLE 267 NICE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES 235
TABLE 268 NICE: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS 235
13.1.8 SAS INSTITUTE 236
TABLE 269 SAS: BUSINESS OVERVIEW 236
TABLE 270 SAS: PRODUCTS OFFERED 236
TABLE 271 AS: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES 237
TABLE 272 SAS: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS 237
13.1.9 VERINT SYSTEMS 238
TABLE 273 VERINT SYSTEMS: BUSINESS OVERVIEW 238
FIGURE 53 VERINT SYSTEMS: COMPANY SNAPSHOT 239
TABLE 274 VERINT SYSTEMS: PRODUCTS OFFERED 239
TABLE 275 VERINT SYSTEMS: CUSTOMER EXPERIENCE MANAGEMENT MARKET: PRODUCT LAUNCHES 240
TABLE 276 VERINT SYSTEMS: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS 240
13.1.10 TERADATA 241
TABLE 277 TERADATA: BUSINESS OVERVIEW 241
FIGURE 54 TERADATA: COMPANY SNAPSHOT 241
TABLE 278 TERADATA: PRODUCTS OFFERED 242
TABLE 279 TERADATA: CUSTOMER EXPERIENCE MANAGEMENT MARKET: OTHERS 242
TABLE 280 TERADATA: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DEALS 242
13.1.11 TECH MAHINDRA 243
13.1.12 NOKIA 244
13.1.13 INMOMENT 244
13.1.14 ZENDESK 245
13.1.15 SITECORE 246
13.1.16 SPRINKLR 247
13.1.17 MEDALLIA 247
*Details on Business Overview, Products & Services, Key Insights, Recent Developments, COVID-19 Imapact, MnM View might not be captured in case of unlisted companies.
13.2 STARTUP/SME PLAYERS 249
13.2.1 MIXPANEL 249
13.2.2 NGDATA 250
13.2.3 ALGONOMY 251
13.2.4 ZEPHYRTEL 251
13.2.5 AMPERITY 252
13.2.6 CLARABRIDGE 253
13.2.7 MINDTOUCH 254
13.2.8 SOGOSURVEY 255
13.2.9 SEGMENT.IO 256
14 APPENDIX 257
14.1 ADJACENT/RELATED MARKET 257
14.1.1 LIMITATIONS 257
14.1.2 CUSTOMER DATA PLATFORM MARKET – GLOBAL FORECAST TO 2026 257
14.1.2.1 Market definition 257
14.1.2.2 Market overview 257
14.1.2.3 Customer data platform market, by component 258
TABLE 281 CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT,
2015–2020 (USD MILLION) 258
TABLE 282 CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT,
2021–2026 (USD MILLION) 258
14.1.2.4 Customer data platform market, by deployment mode 259
TABLE 283 CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE,
2015–2020 (USD MILLION) 259
TABLE 284 CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE,
2021–2026 (USD MILLION) 259
14.1.2.5 Customer data platform market, by organization size 259
TABLE 285 CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE,
2015–2020 (USD MILLION) 260
TABLE 286 CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE,
2021–2026 (USD MILLION) 260
14.1.2.6 Customer data platform market, by application 260
TABLE 287 CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION,
2015–2020 (USD MILLION) 261
TABLE 288 CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION,
2021–2026 (USD MILLION) 261
14.1.2.7 Customer data platform market, by region 261
TABLE 289 CUSTOMER DATA PLATFORM MARKET SIZE, BY REGION,
2015–2020 (USD MILLION) 262
TABLE 290 CUSTOMER DATA PLATFORM MARKET SIZE, BY REGION,
2021–2026 (USD MILLION) 262
14.1.3 CUSTOMER ANALYTICS MARKET - GLOBAL FORECAST TO 2025 262
14.1.3.1 Market definition 262
14.1.3.2 Market overview 262
14.1.3.3 Customer analytics market, by component 263
TABLE 291 CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT,
2018–2025 (USD MILLION) 263
TABLE 292 SOLUTIONS: CUSTOMER ANALYTICS MARKET, BY TYPE,
2018–2025 (USD MILLION) 263
TABLE 293 SOLUTIONS: CUSTOMER ANALYTICS MARKET SIZE, BY REGION,
2018–2025 (USD MILLION) 264
TABLE 294 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY TYPE,
2018–2025 (USD MILLION) 264
TABLE 295 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION,
2018–2025 (USD MILLION) 264
14.1.3.4 Customer analytics market, by deployment 264
TABLE 296 CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE,
2018–2025 (USD MILLION) 265
TABLE 297 CLOUD: CUSTOMER ANALYTICS MARKET SIZE, BY REGION,
2018–2025 (USD MILLION) 265
TABLE 298 ON-PREMISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION,
2018–2025 (USD MILLION) 265
14.1.3.5 Customer analytics market, by organization size 266
TABLE 299 CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2018–2025 (USD MILLION) 266
TABLE 300 LARGE ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 266
TABLE 301 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 267
14.1.3.6 Customer analytics market, by application 267
TABLE 302 CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION,
2018–2025 (USD MILLION) 267
14.1.3.7 Customer analytics market, by data source 268
TABLE 303 CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE,
2018–2025 (USD MILLION) 268
14.1.3.8 Customer analytics market, by industry vertical 268
TABLE 304 CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL,
2018–2025 (USD MILLION) 269
14.1.3.9 Customer analytics market, by region 269
TABLE 305 CUSTOMER ANALYTICS MARKET SIZE, BY REGION,
2018–2025 (USD MILLION) 270
14.1.4 CUSTOMER ENGAGEMENT SOLUTIONS MARKET -
GLOBAL FORECAST TO 2023 270
14.1.4.1 Market definition 270
14.1.4.2 Market overview 270
14.1.4.3 Customer engagement solutions market, by component 271
TABLE 306 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY COMPONENT, 2016–2023 (USD MILLION) 271
TABLE 307 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SOLUTION TYPE, 2016–2023 (USD MILLION) 271
TABLE 308 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SERVICE TYPE, 2016–2023 (USD MILLION) 271
14.1.4.4 Customer engagement solutions market, by deployment 272
TABLE 309 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY DEPLOYMENT TYPE, 2016–2023 (USD MILLION) 272
14.1.4.5 Customer engagement solutions market, by organization size 272
TABLE 310 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY ORGANIZATION SIZE, 2016–2023 (USD MILLION) 272
14.1.4.6 Customer engagement solutions market, by vertical 273
TABLE 311 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY VERTICAL,
2016–2023 (USD MILLION) 273
14.1.4.7 Customer engagement solutions market, by region 273
TABLE 312 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
2016–2023 (USD MILLION) 274
14.2 DISCUSSION GUIDE 275
14.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 279
14.4 AVAILABLE CUSTOMIZATIONS 281
14.5 RELATED REPORTS 281
14.6 AUTHOR DETAILS 282
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