Customer Experience Management Market is valued approximately USD 6.9 billion in 2018 and is anticipated to grow with a healthy growth rate of more than 13.3% over the forecast period 2019-2026. The customer experience management allows the customer to interact with the company through various touch points to create differentiated experiences. The growing traction of customer experience management among various companies owing to increasing advancement in cloud-based customer experience management. The customer experience management enables various organizations to retain their customer base by offering enhanced customer experience across various channels. Further, the customer experience management enables the organization to strengthen their brand presence, increase customer loyalty along with reducing customer churn. Moreover, the rising demand for big data analytics has enables the growth of the market segment. The customer experience management provides the real-time tracking of the customers along with their behavior.
The regional analysis of Customer Experience Management market is considered for the key regions such as Asia Pacific, North America, Europe, Latin America and Rest of the World. North America is expected to register significant growth over the forecast period owing to the rising demand across various industry verticals such as BFSI, telecom, IT & telecom and healthcare industry. The integration of AI and data analytics along with increased digital growth in customer experience management software has accelerated the growth of the region. For instance, In May 2019, Medallia Inc., customer experience management service provider, has announced to acquire Strikedeck, an advanced platform enabling companies to drive customer success (CS). The acquisition provides the company to expand its product portfolio in B2B customer experience management. The companies will provide information such as renewals of account, product adoption and usage, subscriptions, billing along with many other information to the client.
Chapter 1. Executive Summary
1.1. Market Snapshot
1.2. Global & Segmental Market Estimates & Forecasts, 2017-2026 (USD Billion)
1.2.1. Customer Experience Management Market, by Region, 2017-2026 (USD Billion)
1.2.2. Customer Experience Management Market, by Touch Point Type, 2017-2026 (USD Billion)
1.2.3. Customer Experience Management Market, by End-Use, 2017-2026 (USD Billion)
1.3. Key Trends
1.4. Estimation Methodology
1.5. Research Assumption
Chapter 2. Customer Experience Management Market Definition and Scope
2.1. Objective of the Study
2.2. Market Definition & Scope
2.2.1. Scope of the Study
2.2.2. Industry Evolution
2.3. Years Considered for the Study
2.4. Currency Conversion Rates
Chapter 3. Customer Experience Management Market Dynamics
3.1. Customer Experience Management Market Impact Analysis (2018-2026)
3.1.1. Market Drivers
3.1.2. Market Challenges
3.1.3. Market Opportunities
Chapter 4. Customer Experience Management Market Industry Analysis
4.1. Porter’s 5 Force Model
4.1.1. Bargaining Power of Suppliers
4.1.2. Bargaining Power of Buyers
4.1.3. Threat of New Entrants
4.1.4. Threat of Substitutes
4.1.5. Competitive Rivalry
4.1.6. Futuristic Approach to Porter’s 5 Force Model (2016-2026)
4.2. PEST Analysis
4.2.1. Political
4.2.2. Economical
4.2.3. Social
4.2.4. Technological
4.3. Investment Adoption Model
4.4. Analyst Recommendation & Conclusion
Chapter 5. Customer Experience Management Market, by Touch Point Type
5.1. Market Snapshot
5.2. Customer Experience Management Market by Touch Point Type, Performance - Potential Analysis
5.3. Customer Experience Management Market Estimates & Forecasts by Touch Point Type 2016-2026 (USD Billion)
5.4. Customer Experience Management Market, Sub Segment Analysis
5.4.1. Store/Branch
5.4.2. Call centre
5.4.3. Social media
5.4.4. E-mail
5.4.5. Mobile
5.4.6. Web services
5.4.7. Others
Chapter 6. Customer Experience Management Market, by End-Use
6.1. Market Snapshot
6.2. Customer Experience Management Market by End-Use, Performance - Potential Analysis
6.3. Customer Experience Management Market Estimates & Forecasts by End-Use 2016-2026 (USD Billion)
6.4. Customer Experience Management Market, Sub Segment Analysis
6.4.1. Telecom & IT
6.4.2. Public sector
6.4.3. Energy and utilities
6.4.4. Retail
6.4.5. Manufacturing
6.4.6. Healthcare
6.4.7. BFSI
Chapter 7. Customer Experience Management Market, Regional Analysis
7.1. Customer Experience Management Market, Regional Market Snapshot
7.2. North America Customer Experience Management Market
7.2.1. U.S. Customer Experience Management Market
7.2.1.1. Touch Point Type breakdown estimates & forecasts, 2016-2026
7.2.1.2. End-Use breakdown estimates & forecasts, 2016-2026
7.2.2. Canada Customer Experience Management Market
7.3. Europe Customer Experience Management Market Snapshot
7.3.1. U.K. Customer Experience Management Market
7.3.2. Rest of Europe Customer Experience Management Market
7.4. Asia-Pacific Customer Experience Management Market Snapshot
7.4.1. China Customer Experience Management Market
7.4.2. India Customer Experience Management Market
7.4.3. Japan Customer Experience Management Market
7.4.4. Rest of Asia Pacific Customer Experience Management Market
7.5. Latin America Customer Experience Management Market Snapshot
7.5.1. Brazil Customer Experience Management Market
7.5.2. Mexico Customer Experience Management Market
7.6. Rest of The World Customer Experience Management Market
Chapter 8. Competitive Intelligence
8.1. Top Market Strategies
8.2. Company Profiles
8.2.1. Adobe System Inc.
8.2.1.1. Key Information
8.2.1.2. Overview
8.2.1.3. Financial (Subject to Data Availability)
8.2.1.4. Touch Point Summary
8.2.1.5. Recent Developments
8.2.2. Adobe System Inc.
8.2.3. Avaya, Inc.
8.2.4. CA Technologies
8.2.5. Chime Technologies Inc
8.2.6. Clarabridge
8.2.7. Freshworks Inc.
8.2.8. Genesys
8.2.9. IBM Corp.
8.2.10. Nokia Networks
8.2.11. Oracle Corp.
8.2.12. SAP SE
8.2.13. SDL Plc
Chapter 9. Research Process
9.1. Research Process
9.1.1. Data Mining
9.1.2. Analysis
9.1.3. Market Estimation
9.1.4. Validation
9.1.5. Publishing
9.2. Research Attributes
9.3. Research Assumption
TABLE 1. LIST OF SECONDARY SOURCES, USED IN THE STUDY OF CUSTOMER EXPERIENCE MANAGEMENT MARKET
TABLE 2. LIST OF PRIMARY SOURCES, USED IN THE STUDY OF CUSTOMER EXPERIENCE MANAGEMENT MARKET
TABLE 3. CUSTOMER EXPERIENCE MANAGEMENT MARKET, REPORT SCOPE
TABLE 4. YEARS CONSIDERED FOR THE STUDY
TABLE 5. EXCHANGE RATES CONSIDERED
TABLE 6. CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY REGION 2016-2026 (USD BILLION)
TABLE 7. CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY TOUCH POINT TYPE 2016-2026 (USD BILLION)
TABLE 8. CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY END-USE 2016-2026 (USD BILLION)
TABLE 9. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 10. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY REGION, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 11. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 12. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY REGION, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 13. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 14. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY REGION, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 15. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 16. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY REGION, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 17. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY SEGMENT, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 18. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY REGION, ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 19. U.S. CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 20. U.S. CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 21. U.S. CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 22. CANADA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 23. CANADA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 24. CANADA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 25. UK CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 26. UK CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 27. UK CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 28. GERMANY CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 29. GERMANY CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 30. GERMANY CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 31. ROE CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 32. ROE CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 33. ROE CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 34. CHINA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 35. CHINA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 36. CHINA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 37. INDIA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 38. INDIA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 39. INDIA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 40. JAPAN CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 41. JAPAN CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 42. JAPAN CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 43. ROAPAC CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 44. ROAPAC CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 45. ROAPAC CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 46. BRAZIL CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 47. BRAZIL CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 48. BRAZIL CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 49. MEXICO CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 50. MEXICO CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 51. MEXICO CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 52. ROLA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 53. ROLA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 54. ROLA CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 55. ROW CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS, 2016-2026 (USD BILLION)
TABLE 56. ROW CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
TABLE 57. ROW CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES & FORECASTS BY SEGMENT 2016-2026 (USD BILLION)
