カスタマーエクスペリエンス管理市場：オファリング別（ソリューション、サービス）、タッチポイント別、展開タイプ別、組織規模別、業種別（旅行・ホスピタリティ、BFSI、小売、ヘルスケア、IT・通信）、地域別 - 2028年までの世界予測

Customer Experience Management Market by Offering (Solutions, Services), Touchpoint, Deployment Type, Organization Size, Vertical (Travel & Hospitality, BFSI, Retail, Healthcare, IT & Telecom) and Region - Global Forecast to 2028

世界の顧客経験管理市場は、2023年には114億米ドル規模になると推定され、予測期間中のCAGRは12.2%で、2028年には204億米ドルに達すると予測されている。カスタマー・エクスペリエンス・マネジメント市場は、技術... もっと見る

出版社	出版年月	電子版価格	ページ数	図表数	言語
MarketsandMarkets マーケッツアンドマーケッツ	2023年8月23日	US$7,150 シングルユーザライセンスライセンス・価格情報注文方法はこちら	261	314	英語

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世界の顧客経験管理市場は、2023年には114億米ドル規模になると推定され、予測期間中のCAGRは12.2%で、2028年には204億米ドルに達すると予測されている。カスタマー・エクスペリエンス・マネジメント市場は、技術革新と卓越した顧客対応への注力に後押しされて大きく拡大している。企業はカスタマー・エクスペリエンス・マネジメント・ソリューションの可能性を活用することで、エンゲージメントの調整、実用的なインサイトの収集、複数のタッチポイントにおける一貫したエクスペリエンスの提供を実現している。このパラダイムシフトは、企業が顧客と関わり、ロイヤルティを高め、ブランドアドボカシーを育成する方法に革命をもたらしている。データ分析からパーソナライズされた戦略まで、カスタマー・エクスペリエンス・マネジメント・ソリューションは業界を再形成し、満足度を高め、急速に進化する市場で持続可能な成長を推進している。
予測期間中に高い成長率を記録するサービス・セグメント
企業が総合的なカスタマー・エクスペリエンス・マネジメント戦略の重要性を認識するようになるにつれ、専門的なサービスへの需要が急増すると予想される。こうしたサービスには、コンサルティングや導入からトレーニングやサポートに至るまで、さまざまなものが含まれる。特定のビジネス・ニーズを満たし、顧客エンゲージメントを強化するためのソリューションのカスタマイズに重点を置くサービス・セグメントは、企業の顧客満足度とロイヤルティ目標の達成を導く上で極めて重要な役割を果たしている。このような包括的なサービスの重視は、カスタマー・エクスペリエンス・マネジメント市場の成長軌道に大きく寄与するものであり、CEMの導入を成功させる上で重要であることを強調している。

予測期間中、大企業がより大きな市場シェアを占める見込み
大企業は、予測期間を通じてカスタマー・エクスペリエンス・マネジメント市場において大きなシェアを維持する見通しである。大企業の豊富なリソース、技術力、確立された市場プレゼンスは、洗練された顧客中心戦略の採用を可能にしている。大企業は、顧客に合わせた対話、データ主導の洞察、シームレスなマルチチャネル・エンゲージメントに重点を置くことで、先進的なカスタマー・エクスペリエンス管理ソリューションの導入を主導している。この積極的なアプローチにより、アナリティクス、人工知能、最先端のプラットフォームを活用することが可能になり、顧客満足度の向上と競争力の強化が実現する。市場が進化を続ける中、大企業の永続的な影響力は業界の流れを形成し、その大きな市場シェアを維持することになるでしょう。

予測期間中、アジア太平洋地域の成長率が高まる
技術の進歩と急成長する消費者動向がダイナミックに融合しているこの地域は、顧客中心の戦略を育むための肥沃な土壌を提供している。パーソナライズされたエンゲージメント、データに基づく洞察、合理化されたインタラクションの価値を企業がますます認識するにつれ、アジア太平洋市場はカスタマー・エクスペリエンス・マネジメントにおけるイノベーションの拠点として台頭している。デジタルトランスフォーメーションへのコミットメントと顧客満足を重視する文化に後押しされ、この地域の企業はカスタマー・エクスペリエンス実践の進化を推進する好位置にある。アジア太平洋地域の経済的重要性の高まりと技術力の高さは、成長の重要な触媒として位置づけられ、顧客との対話とエクスペリエンスにおけるグローバルスタンダードを再定義することが期待されている。

予備選の内訳

本調査には、ソリューションベンダーからティア1企業まで、様々な業界専門家による洞察が含まれている。プライマリーの内訳は以下の通り：
- 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%、役員：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

カスタマー・エクスペリエンス・マネジメント市場の主要プレーヤーは、アドビ（米国）、IBM（米国）、オラクル（米国）、アバヤ（米国）、ニース（イスラエル）、ノキア（フィンランド）、SAP（ドイツ）、オープンテキスト（カナダ）、テック・マヒンドラ（インド）である、Verint Systems（米）、Zendesk（米）、Teradata（米）、Sprinklr（米）、Medallia（米）、InMoment（米）、SAS（米）、Clarabridge（米）、Sitecore（米）、NGDATA（ベルギー）、Amperity（米）、Mixpanel（米）、Segment.io（米）、Skyvera（米）、MindTouch（米）、Algonomy（米）、Sogolytics（米）。

本調査には、顧客経験管理市場におけるこれらの主要企業の会社概要、最近の動向、主要市場戦略など、詳細な競合分析が含まれている。

調査対象範囲
この調査レポートは、異なるセグメントにわたる顧客経験管理市場市場を対象としています。この調査レポートは、提供サービス、タッチポイント、展開タイプ、組織規模、業種、地域に基づいて、異なるセグメントにわたる市場規模および成長の可能性を推定することを目的としています。また、主要市場プレイヤーの詳細な競合分析、企業プロフィール、製品および事業提供に関する主要な見解、最近の動向、主要な市場戦略も記載しています。
本レポートを購入する理由
本レポートは、顧客経験管理市場全体とサブ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し、市場リーダー/新規参入者の助けとなります。本レポートは、利害関係者が競争状況を理解し、自社のビジネスをより良く位置づけ、適切な市場参入戦略を計画するためのより多くの洞察を得るのに役立ちます。また、本レポートは、関係者が市場の脈動を理解し、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のに役立ちます。

本レポートでは、以下のようなポイントに関する洞察を提供しています：
企業が顧客満足とロイヤルティの極めて重要な役割を認識するにつれ、包括的な顧客体験管理ソリューションに対する需要が高まっている。これらのソリューションには、高度なアナリティクスやAI主導の洞察から統合コミュニケーション・プラットフォームまで、さまざまなツールが含まれ、企業は顧客の嗜好を深く理解し、戦略を微調整し、一貫した体験を提供できるようになる。本レポートは、連携や技術統合の必要性などの課題が認識される一方で、顧客中心の戦略や進化する市場動向のダイナミックな状況を強調し、顧客経験管理市場の将来の軌道に関する貴重な洞察も提供している。

- 製品開発/イノベーション：顧客経験管理市場における今後の技術、研究開発活動、製品およびソリューションの発売に関する詳細な洞察
- 市場開発：有利な市場に関する包括的情報 - 当レポートでは、さまざまな地域の顧客経験管理市場を分析しています。
- 市場の多様化：カスタマーエクスペリエンス管理市場における開発中の新製品＆ソリューション、未開拓の地域、最近の動向、投資に関する詳細情報
- 競合評価：アドビ（米国）、IBM（米国）、オラクル（米国）、アバヤ（米国）、ニース（イスラエル）、ノキア（フィンランド）、SAP（ドイツ）、オープンテキスト（カナダ）などの主要企業の市場シェア、成長戦略、サービス内容を詳細に評価、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.io（米）、Skyvera（米）、MindTouch（米）、Algonomy（米）、Sogolytics（米）

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1 INTRODUCTION 29
1.1 STUDY OBJECTIVES 29
1.2 MARKET DEFINITION 29
1.2.1 INCLUSIONS AND EXCLUSIONS 30
1.3 STUDY SCOPE 30
1.3.1 MARKET SEGMENTATION 31
1.3.2 REGIONAL SCOPE 31
1.4 YEARS CONSIDERED 32
1.5 CURRENCY CONSIDERED 32
TABLE 1 USD EXCHANGE RATES, 2020–2022 32
1.6 STAKEHOLDERS 33
1.7 SUMMARY OF CHANGES 33
2 RESEARCH METHODOLOGY 34
2.1 RESEARCH DATA 34
FIGURE 1 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN 34
2.1.1 SECONDARY DATA 35
2.1.2 PRIMARY DATA 35
2.1.2.1 Breakup of primary participants 35
FIGURE 2 BREAKUP OF PROFILES OF PRIMARY PARTICIPANTS: BY COMPANY TYPE, DESIGNATION, AND REGION 35
2.2 DATA TRIANGULATION 36
2.3 MARKET SIZE ESTIMATION 37
2.3.1 TOP-DOWN APPROACH 37
FIGURE 3 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE ESTIMATION: TOP-DOWN APPROACH (SPENDING-SIDE ANALYSIS) 37
2.3.2 BOTTOM-UP APPROACH 37
FIGURE 4 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE ESTIMATION: BOTTOM-UP APPROACH (SUPPLY-SIDE ANALYSIS) (1/2) 38
FIGURE 5 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE ESTIMATION: BOTTOM-UP APPROACH (SUPPLY-SIDE ANALYSIS) (2/2) 38
2.4 MARKET FORECAST 39
TABLE 2 FACTOR ANALYSIS 39
2.5 RESEARCH ASSUMPTIONS 40
2.6 LIMITATIONS AND RISK ASSESSMENT 40
2.7 RECESSION IMPACT 41
FIGURE 6 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RECESSION IMPACT 41

3 EXECUTIVE SUMMARY 42
FIGURE 7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2021–2028 43
FIGURE 8 MAJOR SEGMENTS IN CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2023 44
FIGURE 9 CUSTOMER EXPERIENCE MANAGEMENT MARKET: REGIONAL SHARE AND KEY DRIVING FACTORS, 2023 44
4 PREMIUM INSIGHTS 46
4.1 ATTRACTIVE OPPORTUNITIES FOR KEY PLAYERS IN CUSTOMER EXPERIENCE MANAGEMENT MARKET 46
FIGURE 10 GROWING NEED TO ENHANCE CUSTOMER LOYALTY TO DRIVE MARKET 46
4.2 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING 46
FIGURE 11 SOLUTIONS SEGMENT TO LEAD MARKET IN 2023 46
4.3 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE 47
FIGURE 12 MANAGED SERVICES SEGMENT TO ACCOUNT FOR LARGER SHARE IN 2023 47
4.4 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE 47
FIGURE 13 DEPLOYMENT & INTEGRATION SERVICES SEGMENT TO ACCOUNT FOR LARGEST SHARE IN 2023 47
4.5 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 48
FIGURE 14 RETAIL SEGMENT TO LEAD MARKET IN 2023 48
4.6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT MODE 48
FIGURE 15 CLOUD SEGMENT TO LEAD MARKET IN 2023 48
4.7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 49
FIGURE 16 ASIA PACIFIC TO GROW AT HIGHEST RATE DURING FORECAST PERIOD 49
4.8 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING AND KEY COUNTRY 49
FIGURE 17 SOLUTIONS SEGMENT AND AUSTRALIA & NEW ZEALAND TO ACCOUNT FOR SIGNIFICANT SHARE IN 2023 49
4.9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY 50
FIGURE 18 INDIA TO REGISTER HIGHEST GROWTH DURING FORECAST PERIOD 50
5 MARKET OVERVIEW AND INDUSTRY TRENDS 51
5.1 INTRODUCTION 51
5.2 MARKET DYNAMICS 52
FIGURE 19 CUSTOMER EXPERIENCE MANAGEMENT MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 52
5.2.1 DRIVERS 53
5.2.1.1 Increased need to establish learning behavior with customers 53
5.2.1.2 Demand for enhanced customer satisfaction and responsiveness 53
5.2.1.3 Need for companies to drive increased customer loyalty 53
5.2.1.4 Focus on establishing coordination among customer contact channels and customer experience management personnel 54
5.2.1.5 Growing emphasis on customer lifetime value 54
5.2.1.6 Rising demand for customer experience management solutions 54
5.2.1.7 Need for better customer engagement strategy 55
5.2.1.8 Need for CEM solutions to reduce customer churn rates 55
5.2.1.9 Need to maintain customer engagement through omnichannels 55
5.2.2 RESTRAINTS 55
5.2.2.1 Use of incomplete data while calculating CE matrix 55
5.2.2.2 Data synchronization complexities 56
5.2.3 OPPORTUNITIES 56
5.2.3.1 Growth in collection of information using single platform 56
5.2.3.2 Increasing use of insights to predict customer intents 56
5.2.3.3 Increasing extraction of information extracted from CEM solutions for optimal strategies 56
5.2.4 CHALLENGES 56
5.2.4.1 Lack of innovation 56
5.2.4.2 Difficulty in ensuring CE RoI 57
5.2.4.3 Concerns over data privacy and security 57
5.2.4.4 Difficulty in getting different CE feedback through channels 57
5.2.4.5 Lack of synchronization in customer experience data collected from different touchpoints within various domains 57
5.3 INDUSTRY TRENDS 58
5.3.1 VALUE CHAIN ANALYSIS 58
FIGURE 20 CUSTOMER EXPERIENCE MANAGEMENT MARKET: VALUE CHAIN ANALYSIS 58
5.3.2 ECOSYSTEM ANALYSIS 59
TABLE 3 ROLE OF PLAYERS IN MARKET ECOSYSTEM 59
5.3.3 PORTER’S FIVE FORCES MODEL 60
TABLE 4 IMPACT OF PORTER’S FIVE FORCES ON CUSTOMER EXPERIENCE MANAGEMENT MARKET 60
5.3.3.1 Threat of new entrants 60
5.3.3.2 Threat of substitutes 60
5.3.3.3 Bargaining power of suppliers 60
5.3.3.4 Bargaining power of buyers 61
5.3.3.5 Intensity of competitive rivalry 61
5.3.4 TECHNOLOGY ANALYSIS 61
5.3.4.1 Big data and analytics 61
5.3.4.2 Cloud computing 61
5.3.4.3 Artificial intelligence and machine learning 62
5.3.4.4 Natural language processing 62
5.3.5 TRENDS/DISRUPTIONS IMPACTING CUSTOMERS/BUYERS 62
FIGURE 21 REVENUE SHIFT IN CUSTOMER EXPERIENCE MANAGEMENT MARKET 62
5.3.6 PATENT ANALYSIS 63
FIGURE 22 TOP 10 COMPANIES WITH HIGHEST NO. OF PATENT APPLICATIONS IN LAST 3 YEARS 63
FIGURE 23 NUMBER OF PATENTS GRANTED, 2018–2022 63
5.3.7 AVERAGE SELLING PRICE ANALYSIS 64
5.3.8 USE CASES 64
TABLE 5 USE CASE 1: ORACLE 64
TABLE 6 USE CASE 2: ORACLE 64
TABLE 7 USE CASE 3: SAP 65
TABLE 8 USE CASE 4: OPENTEXT 65
TABLE 9 USE CASE 5: INMOMENT 66
TABLE 10 USE CASE 6: MEDALLIA 66
TABLE 11 USE CASE 7: SITECORE 67
TABLE 12 USE CASE 8: CLARABRIDGE 67
TABLE 13 USE CASE 9: NOKIA 68
TABLE 14 USE CASE 10: ORACLE 68
TABLE 15 USE CASE 11: OPENTEXT 69
5.3.9 KEY CONFERENCES AND EVENTS IN 2023–2024 69
TABLE 16 LIST OF KEY CONFERENCES AND EVENTS, 2023–2024 69
5.3.10 KEY STAKEHOLDERS AND BUYING CRITERIA 70
5.3.10.1 Key stakeholders in buying process 70
FIGURE 24 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE VERTICALS 70
TABLE 17 INFLUENCE OF STAKEHOLDERS ON BUYING PROCESS FOR TOP THREE VERTICALS 70
5.3.10.2 Buying criteria 71
FIGURE 25 KEY BUYING CRITERIA FOR TOP THREE END USERS 71
TABLE 18 KEY BUYING CRITERIA OF TOP THREE VERTICALS 71
5.3.11 REGULATORY LANDSCAPE 72
5.3.11.1 Regulatory bodies, government agencies, and other organizations 72
TABLE 19 NORTH AMERICA: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 72
TABLE 20 EUROPE: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 72
TABLE 21 ASIA PACIFIC: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 73
TABLE 22 ROW: LIST OF REGULATORY BODIES, GOVERNMENT AGENCIES, AND OTHER ORGANIZATIONS 73
5.3.11.2 North America 73
5.3.11.2.1 US 73
5.3.11.2.2 Canada 74
5.3.11.3 Europe 75
5.3.11.4 Asia Pacific 75
5.3.11.4.1 South Korea 75
5.3.11.4.2 China 75
5.3.11.4.3 India 75
5.3.11.4.4 Japan 75
5.3.11.5 Middle East & Africa 75
5.3.11.5.1 UAE 76
5.3.11.5.2 KSA 76
5.3.11.6 Latin America 76
5.3.11.6.1 Brazil 76
5.3.11.6.2 Mexico 76
5.3.12 EVOLUTION OF CUSTOMER EXPERIENCE MANAGEMENT TECHNOLOGY 76
5.3.12.1 Manual Interaction (Pre-digital Era) 76
5.3.12.2 Emergence of Digital Channels (Late 20th Century) 76
5.3.12.3 Customer Relationship Management (CRM) Systems (1990s–Early 2000s) 76
5.3.12.4 Multichannel Engagement (Mid-2000s–Early 2010s) 76
5.3.12.5 Analytics and Data-driven Insights (Mid-2010s) 77
5.3.12.6 Omnichannel Experience (Late 2010s) 77
5.3.12.7 Artificial Intelligence and Personalization (Late 2010s–Early 2020s) 77
5.3.12.8 Real-time Engagement (Early 2020s) 77
5.3.12.9 Predictive and Prescriptive Analytics (Present and Beyond) 77
5.3.13 FUTURE DIRECTION OF CUSTOMER EXPERIENCE MANAGEMENT MARKET 77
5.3.13.1 Hyper-Personalization 77
5.3.13.2 Predictive Customer Service 77
5.3.13.3 Emotional and Sentimental Analysis 77
5.3.13.4 Seamless Omnichannel Experience 77
5.3.13.5 Voice and Natural Language Interfaces 78
5.3.13.6 Augmented Reality (AR) and Virtual Reality (VR) 78
5.3.13.7 Collaborative Customer Experience 78
5.3.13.8 Human-AI Collaboration 78
5.3.13.9 Data Integration and Unified Customer Profiles 78
5.3.13.10 Ethical AI and Privacy 78
5.3.14 IMPACT OF CUSTOMER EXPERIENCE MANAGEMENT ON ADJACENT NICHE TECHNOLOGIES 78
5.3.14.1 Big Data and Analytics 78
5.3.14.2 Augmented Reality (AR) and Virtual Reality (VR) 78
5.3.14.3 Chatbots and Natural Language Processing 78
5.3.14.4 Biometric Identification 79
5.3.14.5 Robotics and Automation 79
6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING 80
6.1 INTRODUCTION 81
FIGURE 26 SERVICES SEGMENT TO GROW AT HIGHER CAGR DURING FORECAST PERIOD 81
TABLE 23 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2017–2022 (USD MILLION) 81
TABLE 24 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2023–2028 (USD MILLION) 81
6.2 SOLUTIONS 82
6.2.1 RISING CUSTOMER EXPECTATION FOR TAILORED EXPERIENCES TO FUEL MARKET 82
6.2.2 SOLUTIONS: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 82
TABLE 25 SOLUTIONS: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 82
TABLE 26 SOLUTIONS: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 83
6.2.3 OMNICHANNEL 83
6.2.3.1 Demand for unified customer experience across all channels to propel market 83
6.2.4 MACHINE LEARNING 83
6.2.4.1 Need for machine learning's data-driven insights and personalized integration to revolutionize market 83
6.2.5 ANALYTICS 84
6.2.5.1 Need to leverage data insights for enhanced customer interactions and informed decision-making to drive market 84
6.2.6 WORKFORCE OPTIMIZATION 84
6.2.6.1 Focus on enhancing efficiency and employee-customer interactions to boost growth 84
6.3 SERVICES 84
6.3.1 RISING EMPHASIS ON PERSONALIZED INTERACTION AND CUSTOMER SATISFACTION TO BOOST MARKET 84
6.3.2 SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 85
FIGURE 27 MANAGED SERVICES SEGMENT TO REGISTER HIGHER CAGR DURING FORECAST PERIOD 85
TABLE 27 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2017–2022 (USD MILLION) 85
TABLE 28 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2023–2028 (USD MILLION) 86
TABLE 29 SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 86
TABLE 30 SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 86
6.3.3 PROFESSIONAL SERVICES 87
6.3.3.1 Need to enhance customer interaction and drive loyalty to foster growth 87
FIGURE 28 SUPPORT & MAINTENANCE SEGMENT TO REGISTER HIGHEST CAGR DURING FORECAST PERIOD 87
TABLE 31 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 87
TABLE 32 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 88
TABLE 33 PROFESSIONAL SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 88
TABLE 34 PROFESSIONAL SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 88
6.3.3.2 Deployment & integration 89
TABLE 35 DEPLOYMENT & INTEGRATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 89
TABLE 36 DEPLOYMENT & INTEGRATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 89
6.3.3.3 Support & maintenance 90
TABLE 37 SUPPORT & MAINTENANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 90
TABLE 38 SUPPORT & MAINTENANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 90
6.3.3.4 Consulting & training 91
TABLE 39 CONSULTING & TRAINING: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 91
TABLE 40 CONSULTING & TRAINING: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 91
6.3.4 MANAGED SERVICES 92
6.3.4.1 Need to facilitate seamless operations to drive market 92
TABLE 41 MANAGED SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 92
TABLE 42 MANAGED SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 92
7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT 93
7.1 INTRODUCTION 93
7.2 WEBSITES 93
7.2.1 DEMAND FOR PERSONALIZED INTERACTIONS AND ELEVATED CUSTOMER SATISFACTION TO FOSTER GROWTH 93
7.3 STORES 93
7.3.1 STORES TO FACILITATE PERSONALIZED INTERACTIONS AND FOSTER LOYALTY 93
7.4 CALL CENTERS 94
7.4.1 FOCUS ON PERSONALIZING TRANSACTIONS TO DRIVE MARKET 94
7.5 MOBILE APPS 94
7.5.1 FOCUS ON PERSONALIZING TRANSACTIONS TO DRIVE MARKET 94
7.6 SOCIAL MEDIA 94
7.6.1 FOCUS ON FOSTERING REAL-TIME ENGAGEMENT TO DRIVE MARKET EXPANSION 94
7.7 EMAILS 95
7.7.1 FOCUS ON FOSTERING CUSTOMER INTERACTION AND ENGAGEMENT TO DRIVE MARKET EXPANSION 95
7.8 VIRTUAL ASSISTANTS 95
7.8.1 VIRTUAL ASSISTANTS TO OFFER PERSONALIZED INTERACTIONS AND STREAMLINED PROCESSES 95
7.9 OTHER TOUCHPOINTS 95
8 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE 96
8.1 INTRODUCTION 97
FIGURE 29 CLOUD SEGMENT TO ACCOUNT FOR LARGER MARKET SIZE DURING FORECAST PERIOD 97
TABLE 43 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION) 97
TABLE 44 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION) 98
8.2 ON-PREMISES 98
8.2.1 NEED TO STRENGTHEN LOCALIZED CONTROL AND DATA COMPLIANCE TO DRIVE MARKET 98
8.2.2 ON-PREMISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 98
TABLE 45 ON-PREMISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 98
TABLE 46 ON-PREMISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 99
8.3 CLOUD 99
8.3.1 ADOPTION OF SCALABLE SOLUTIONS TO TRANSFORM CUSTOMER SERVICE TO PROPEL GROWTH 99
8.3.2 CLOUD: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 99
TABLE 47 CLOUD: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 100
TABLE 48 CLOUD: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 100
9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE 101
9.1 INTRODUCTION 102
FIGURE 30 LARGE ENTERPRISES TO ACCOUNT FOR HIGHER MARKET SIZE DURING FORECAST PERIOD 102
TABLE 49 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 102
TABLE 50 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 102
9.2 LARGE ENTERPRISES 103
9.2.1 LARGE ENTERPRISES TO LEAD MARKET WITH TECHNOLOGY, ANALYTICS, AND PERSONALIZED INTERACTIONS FOR ENHANCED CUSTOMER SATISFACTION AND LOYALTY 103
9.2.2 LARGE ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 103
TABLE 51 LARGE ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 103
TABLE 52 LARGE ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 104
9.3 SMALL AND MEDIUM-SIZED ENTERPRISES 104
9.3.1 GROWING ADOPTION OF AGILE STRATEGIES TO STRENGTHEN PERSONALIZED INTERACTION TO BOOST GROWTH 104
9.3.2 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 104
TABLE 53 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 105
TABLE 54 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 105
10 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 106
10.1 INTRODUCTION 107
FIGURE 31 HEALTHCARE SEGMENT TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 107
TABLE 55 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 108
TABLE 56 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 108
10.2 IT & TELECOM 109
10.2.1 NEED FOR IMPROVED SATISFACTION AND LOYALTY IN IT & TELECOM SECTOR TO DRIVE MARKET 109
10.2.2 IT & TELECOM: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 109
TABLE 57 IT & TELECOM: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 110
TABLE 58 IT & TELECOM: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 110
10.3 BFSI 110
10.3.1 RISING DEMAND TO USE DATA INSIGHTS IN BFSI SECTOR TO BOOST GROWTH 110
10.3.2 BFSI: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 111
TABLE 59 BFSI: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 111
TABLE 60 BFSI: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 112
10.4 RETAIL 112
10.4.1 OMNICHANNEL EXPERIENCES, PERSONAL INTERACTIONS, AND STREAMLINED PROCESSES IN RETAIL TO BOOST MARKET 112
10.4.2 RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 113
TABLE 61 RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 113
TABLE 62 RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 113
10.5 HEALTHCARE 114
10.5.1 FOCUS ON IMPROVING PATIENT-CENTRIC CARE TO DRIVE MARKET EXPANSION 114
10.5.2 HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 114
TABLE 63 HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 115
TABLE 64 HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 115
10.6 AUTOMOTIVE 115
10.6.1 INCREASING INNOVATION AND PERSONALIZATION IN AUTOMOTIVE SECTOR TO FOSTER GROWTH 115
10.6.2 AUTOMOTIVE: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 116
TABLE 65 AUTOMOTIVE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 116
TABLE 66 AUTOMOTIVE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 116
10.7 TRAVEL & HOSPITALITY 117
10.7.1 RISING ADOPTION OF TAILORED SERVICES IN TRAVEL & HOSPITALITY SECTOR TO DRIVE MARKET 117
10.7.2 TRAVEL & HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 117
TABLE 67 TRAVEL & HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 118
TABLE 68 TRAVEL & HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 118
10.8 MEDIA & ENTERTAINMENT 118
10.8.1 NEED FOR IMMERSIVE CONTENT AND SEAMLESS EXPERIENCES TO BOOST GROWTH 118
10.8.2 MEDIA & ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 119
TABLE 69 MEDIA & ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 119
TABLE 70 MEDIA & ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 119
10.9 PUBLIC SECTOR 120
10.9.1 FOCUS ON ENHANCING DIGITAL SERVICES IN PUBLIC SECTOR TO LEAD TO MARKET EXPANSION 120
10.9.2 PUBLIC SECTOR: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 120
TABLE 71 PUBLIC SECTOR: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 120
TABLE 72 PUBLIC SECTOR: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 121
10.10 OTHER VERTICALS 121
TABLE 73 OTHER VERTICALS: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 121
TABLE 74 OTHER VERTICALS: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 122
11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 123
11.1 INTRODUCTION 124
FIGURE 32 NORTH AMERICA TO ACCOUNT FOR LARGEST SHARE DURING FORECAST PERIOD 124
TABLE 75 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2017–2022 (USD MILLION) 125
TABLE 76 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2023–2028 (USD MILLION) 125
FIGURE 33 ASIA PACIFIC TO GROW AT HIGHEST CAGR DURING FORECAST PERIOD 125
11.2 NORTH AMERICA 126
11.2.1 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 126
11.2.2 NORTH AMERICA: RECESSION IMPACT 126
11.2.3 NORTH AMERICA: MARKET REGULATIONS 127
FIGURE 34 NORTH AMERICA: MARKET SNAPSHOT 127
TABLE 77 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2017–2022 (USD MILLION) 128
TABLE 78 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2023–2028 (USD MILLION) 128
TABLE 79 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2017–2022 (USD MILLION) 128
TABLE 80 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2023–2028 (USD MILLION) 128
TABLE 81 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 129
TABLE 82 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 129
TABLE 83 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION) 129
TABLE 84 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION) 129
TABLE 85 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 130
TABLE 86 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 130
TABLE 87 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 130
TABLE 88 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 131
TABLE 89 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2017–2022 (USD MILLION) 131
TABLE 90 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 131
11.2.4 US 132
11.2.4.1 Adoption of latest technologies and presence of major players to contribute to market growth 132
TABLE 91 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2017–2022 (USD MILLION) 132
TABLE 92 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2023–2028 (USD MILLION) 132
TABLE 93 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2017–2022 (USD MILLION) 133
TABLE 94 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2023–2028 (USD MILLION) 133
TABLE 95 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 133
TABLE 96 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 133
TABLE 97 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION) 134
TABLE 98 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION) 134
TABLE 99 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 134
TABLE 100 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 134
TABLE 101 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 135
TABLE 102 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 135
11.2.5 CANADA 136
11.2.5.1 Rising investments in technology to boost adoption of CEM solutions 136
TABLE 103 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2017–2022 (USD MILLION) 136
TABLE 104 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2023–2028 (USD MILLION) 136
TABLE 105 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2017–2022 (USD MILLION) 137
TABLE 106 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2023–2028 (USD MILLION) 137
TABLE 107 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 137
TABLE 108 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 137
TABLE 109 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION) 138
TABLE 110 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION) 138
TABLE 111 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 138
TABLE 112 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 138
TABLE 113 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 139
TABLE 114 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 139
11.3 EUROPE 140
11.3.1 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 140
11.3.2 EUROPE: RECESSION IMPACT 140
11.3.3 EUROPE: MARKET REGULATIONS 141
TABLE 115 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2017–2022 (USD MILLION) 141
TABLE 116 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2023–2028 (USD MILLION) 141
TABLE 117 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2017–2022 (USD MILLION) 142
TABLE 118 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2023–2028 (USD MILLION) 142
TABLE 119 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 142
TABLE 120 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 142
TABLE 121 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION) 143
TABLE 122 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION) 143
TABLE 123 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 143
TABLE 124 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 143
TABLE 125 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 144
TABLE 126 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 144
TABLE 127 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2017–2022 (USD MILLION) 145
TABLE 128 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 145
11.3.4 UK 145
11.3.4.1 Need for businesses to cater to changing customer demand to drive market 145
TABLE 129 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2017–2022 (USD MILLION) 146
TABLE 130 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2023–2028 (USD MILLION) 146
TABLE 131 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2017–2022 (USD MILLION) 146
TABLE 132 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2023–2028 (USD MILLION) 146
TABLE 133 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 147
TABLE 134 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 147
TABLE 135 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION) 147
TABLE 136 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION) 147
TABLE 137 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 148
TABLE 138 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 148
TABLE 139 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 148
TABLE 140 UK: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 149
11.3.5 GERMANY 149
11.3.5.1 Increasing presence of companies offering digital customer experience management solutions to propel growth 149
11.3.6 FRANCE 149
11.3.6.1 Rising digital transformation to lead to adoption of customer experience management services 149
11.3.7 ITALY 150
11.3.7.1 Growing digitalization and tailored customer interactions to propel market 150
11.3.8 SPAIN 150
11.3.8.1 Integration of advanced technology and customer-centric strategies to drive market growth 150
11.3.9 REST OF EUROPE 150
11.4 ASIA PACIFIC 150
11.4.1 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET DRIVERS 151
11.4.2 ASIA PACIFIC: RECESSION IMPACT 151
11.4.3 ASIA PACIFIC: MARKET REGULATIONS 151
FIGURE 35 ASIA PACIFIC: MARKET SNAPSHOT 152
TABLE 141 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2017–2022 (USD MILLION) 153
TABLE 142 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2023–2028 (USD MILLION) 153
TABLE 143 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2017–2022 (USD MILLION) 153
TABLE 144 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2023–2028 (USD MILLION) 153
TABLE 145 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 154
TABLE 146 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 154
TABLE 147 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION) 154
TABLE 148 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION) 154
TABLE 149 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 155
TABLE 150 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 155
TABLE 151 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 155
TABLE 152 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 156
TABLE 153 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2017–2022 (USD MILLION) 156
TABLE 154 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2023–2028 (USD MILLION) 157
11.4.4 AUSTRALIA & NEW ZEALAND 157
11.4.4.1 Focus of businesses on adopting customer-centric approaches to drive market 157
11.4.5 INDIA 157
11.4.5.1 Growing demand for enhanced personalized experiences to boost market growth 157
11.4.6 CHINA 158
11.4.6.1 Rapid adoption of digital transformation solutions and changing customer demands to drive market 158
TABLE 155 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2017–2022 (USD MILLION) 158
TABLE 156 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY OFFERING, 2023–2028 (USD MILLION) 158
TABLE 157 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2017–2022 (USD MILLION) 158
TABLE 158 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICE, 2023–2028 (USD MILLION) 159
TABLE 159 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2017–2022 (USD MILLION) 159
TABLE 160 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICE, 2023–2028 (USD MILLION) 159
TABLE 161 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2017–2022 (USD MILLION) 160
TABLE 162 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2023–2028 (USD MILLION) 160
TABLE 163 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2017–2022 (USD MILLION) 160
TABLE 164 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE, 2023–2028 (USD MILLION) 160
TABLE 165 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2017–2022 (USD MILLION) 161
TABLE 166 CHINA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2023–2028 (USD MILLION) 161
11.4.7 JAPAN 162
11.4.7.1 Strong commitment toward innovation and promoting customer-centric values to boost growth 162
11.4.8 REST OF ASIA PACIFIC 162

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Table of Contents

Summary

The global customer experience management market is estimated to be worth USD 11.4 billion in 2023 and is projected to reach USD 20.4 billion by 2028, at a CAGR of 12.2% during the forecast period. The customer experience management market is experiencing significant expansion propelled by technological innovations and a focus on exceptional customer interactions. Businesses are harnessing the potential of customer experience management solutions to tailor engagements, gather actionable insights, and deliver consistent experiences across multiple touchpoints. This paradigm shift is revolutionizing the way companies engage with customers, enhancing loyalty, and cultivating brand advocacy. From data analytics to personalized strategies, customer experience management solutions are reshaping industries, fostering satisfaction, and driving sustainable growth in a rapidly evolving market.
The services segment to record a higher growth rate during the forecast period
As businesses increasingly recognize the significance of holistic customer experience management strategies, the demand for specialized services is expected to surge. These services encompass a range of offerings, from consulting and implementation to training and support. With a focus on tailoring solutions to meet specific business needs and enhance customer engagement, the services segment plays a pivotal role in guiding companies towards achieving their customer satisfaction and loyalty goals. This emphasis on comprehensive services is set to contribute significantly to the growth trajectory of the customer experience management market, underscoring its importance in enabling successful CEM implementation.

Large Enterprises are expected to hold a larger market share during the forecast period
Large Enterprises are poised to maintain a significant market share in the customer experience management landscape throughout the forecast period. Their extensive resources, technological capabilities, and established market presence enable them to adopt sophisticated customer-centric strategies. By focusing on tailored interactions, data-driven insights, and seamless multichannel engagement, Large Enterprises are leading the way in implementing advanced customer experience management solutions. This proactive approach allows them to leverage analytics, artificial intelligence, and cutting-edge platforms, thus enhancing customer satisfaction and solidifying their competitive edge. As the market continues to evolve, the enduring influence of Large Enterprises is set to shape the course of the industry, sustaining their substantial market share.

Asia Pacific to have higher growth rate during the forecast period
With a dynamic blend of technological advancements and a burgeoning consumer landscape, this region offers fertile ground for nurturing customer-centric strategies. As businesses increasingly recognize the value of personalized engagements, data-informed insights, and streamlined interactions, the Asia Pacific market emerges as a hub for innovation in customer experience management. Empowered by a commitment to digital transformation and a cultural emphasis on customer satisfaction, businesses within this region are well-positioned to drive the evolution of customer experience practices. The Asia Pacific's growing economic significance and technological prowess position it as a key catalyst for growth, promising to redefine global standards in customer interactions and experiences.

Breakdown of primaries

The study contains insights from various industry experts, from solution vendors to Tier 1 companies. The breakdown of the primaries is as follows:
• 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 major players in the customer experience management market are 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), Skyvera (US), MindTouch (US), Algonomy (US), and Sogolytics (US).

The study includes an in-depth competitive analysis of these key players in the customer experience management market, with their company profiles, recent developments, and key market strategies.

Research Coverage
The market study covers the customer experience management market market across different segments. It aims at estimating the market size and the growth potential across different segments based on offering, touchpoint, deployment type, organization size, verticals , and regions. The study also includes an in-depth competitive analysis of the key market players, their company profiles, key observations related to product and business offerings, recent developments, and key market strategies.
Reasons to buy this report
The report will help the market leaders/new entrants with information on the closest approximations of the revenue numbers for the overall customer experience management market and the subsegments. This report will help stakeholders understand the competitive landscape and gain more insights to position their businesses better and to plan suitable go-to-market strategies. The report also helps stakeholders understand the market pulse and provides information on key market drivers, restraints, challenges, and opportunities.

The report provides insights on the following pointers:
As businesses recognize the pivotal role of customer satisfaction and loyalty, there is a mounting demand for comprehensive customer experience management solutions. These encompass a range of tools, from advanced analytics and AI-driven insights to integrated communication platforms, enabling organizations to gain a deeper understanding of customer preferences, fine-tune strategies, and deliver consistent experiences. While challenges like the need for alignment and technology integration are acknowledged, the report underscores the dynamic landscape of customer-centric strategies and evolving market trends, the report also offers valuable insights into the future trajectory of the customer experience management market.

• Product Development/Innovation: Detailed insights on coming technologies, R&D activities, and product & solution launches in the customer experience management market
• Market Development: Comprehensive information about lucrative markets – the report analyses the customer experience management market across varied regions
• Market Diversification: Exhaustive information about new products & solutions being developed, untapped geographies, recent developments, and investments in the customer experience management market
• Competitive Assessment: In-depth assessment of market shares, growth strategies, and service offerings of leading players like 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), Skyvera (US), MindTouch (US), Algonomy (US), and Sogolytics (US)

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ご注文は、お電話またはWEBから承ります。お見積もりの作成もお気軽にご相談ください。

本レポートと同分野（通信・IT）の最新刊レポート

MarketsandMarkets社のTelecom & IT分野での最新刊レポート

本レポートと同じKEY WORD（customer experience）の最新刊レポート

よくあるご質問

MarketsandMarkets社はどのような調査会社ですか?

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