Customer Experience Management Market, CEM Sector / Industry Report & Analysis, 2025 (Includes Business Impact of COVID-19)

                                          
Abstract, Snapshot, Market Analysis & Market Definition: Global Customer Experience Management Market


The global customer experience management (CEM) market size was estimated at USD 5.18 billion in 2016. Surging demand for personalized experience by customers across different industries is one of the key trends escalating market growth. CEM represents evolving sets of practices and technologies to make a continuous transformation within organizations in order to meet and exceed consumer expectations. Business organizations have understood the importance of customer experience as it helps organizations to strengthen their brand presence, improve customer loyalty, reduce customer churn, and in turn boost business revenue.
 
Disruption in digital technology has empowered customers to demand seamless experience while interacting with companies over multiple channels or touch points. Technological advancements in cloud and big data analytics to design, manage, and improve end-to-end consumer experience process are expected to drive the market over the forecast period.
Organizations are developing their engagement models, keeping consumers as their strategic focus. Enterprises are reviving their brands across different touch point channels to get insights into their digital and physical experience to formulate a personalized and strong relationship with their customers, which is anticipated to influence the market positively.
A major roadblock in the widespread adoption of CEM is lack of availability of in-house resources within the organization necessary to implement technologies and processes required to formulate strategies for optimum CEM implementation. Most of the organizations turn to an external service provider such as system integrator, consultants, and digital agencies at initial stages for implementation of CEM within their enterprise.

Market Segmentation, Outlook & Viewpoint: Global Customer Experience Management Market


Analytical Tool Market Segmentation & Outlook (Revenue, USD Million, 2014 - 2025)

Enterprise Feedback Management (EFM) software

Speech analytics

Text analytics

Web analytics

Other analytics


Touch Point Type Market Segmentation & Outlook (Revenue, USD Million, 2014 - 2025)

Stores/ branch

Call Centers

Social Media

Email

Mobile

Web services

Others (Mobile, Third party website)


Deployment Market Segmentation & Outlook (Revenue, USD Million, 2014 - 2025)

Cloud

On Premise


End-User Market Segmentation & Outlook (Revenue, USD Million, 2014 - 2025)

BFSI

Retail

Healthcare

IT & Telecom

Manufacturing

Government, Energy & Utilities

Others


Key Players, Recent Developments & Regional Insights: Global Customer Experience Management Market


On the basis of end user, the market has been segmented into BFSI, retail, healthcare, IT & telecom, manufacturing, and government, energy, & utilities. The IT & telecom segment is poised to exhibit the highest CAGR during the forecast period. Rising complexity in the telecom sector brings new challenges for telecom operators in terms of increasing their sales. Hence, focusing on customer expectation becomes critical for these telecom service providers.
As telecommunication companies continue to strive for customer loyalty, key differentiation factor that companies can use to distinguish themselves is the capability to provide subscribers with seamless customer experiences across various touch points and interaction channels.

Regional Insights
The North America market was valued at USD 2.40 billion in 2016. The region is likely to dominate the market throughout the forecast period. The growth of the regional market can be attributed to growing demand for CEM software in end-user sectors, such as retail, telecom, and banking, to provide consistent and enhanced consumer experience across the different channels.
Asia Pacific is projected to be the most promising destination for CEM vendors during the forecast period. Improving economic conditions, wide base of call centers, burgeoning trend of social media, and rising emphasis on customer experience and satisfaction are contributing to the growth of the market in APAC.
Customer Experience Management Market Share Insights
The global market is highly competitive in nature. Some of the prominent companies operating in the market are IBM Corporation; Oracle Corporation; Adobe Systems Incorporated; Nokia Networks; and Avaya, Inc. CEM vendors are using strategies such as mergers, acquisitions, and new product development and launches to strengthen their position in the market. For instance, Oracle acquired ATG, which helped the former to enhance its customer experience management capabilities to provide personalized experience to end customer of retail and commerce business.

Key Insights Covered: Global Customer Experience Management Market
1.  North America, Europe, Asia Pacific, Middle East & Africa, Latin America market size (sales, revenue and growth rate) of Customer Experience Management industry.
2. Global major manufacturers' operating situation (sales, revenue, growth rate and gross margin) of Customer Experience Management industry.
3. Global major countries (United States, Canada, Germany, France, UK, Italy, Russia, Spain, China, Japan, Korea, India, Australia, New Zealand, Southeast Asia, Middle East, Africa, Mexico, Brazil, C. America, Chile, Peru, Colombia) market size (sales, revenue and growth rate) of Customer Experience Management industry.
4. SWOT analysis, New Project Investment Feasibility Analysis, Upstream raw materials and manufacturing equipment & Industry chain analysis of Customer Experience Management industry.
5. Global market size (sales, revenue) forecast by regions and countries from 2019 to 2024 of Customer Experience Management industry.

Research Methodology: Global Customer Experience Management Market

Data collection and base year analysis is done using data collection modules with large sample sizes. The market data is analyzed and forecasted using market statistical and coherent models. Also market share analysis and key trend analysis are the major success factors in the market report. To know more please Request a Sample Report.
Demand Side Primary Contributors: OEMs, Industrial Professionals, Researches, Suppliers and Distributors, Group Purchasing Organizations, Associations, Insurers, Universities, Technological Writers, Scientists, Promoters, Investors among others.
Supply Side Primary Contributors: Product Managers, Marketing Managers, C-Level Executives, Distributors, Market Intelligence, Regulatory Affairs Managers among other