客戶經驗管理市場規模、佔有率、按產品、接觸點、部署類型、組織規模、行業和地區進行的成長分析 - 產業預測，2024-2031 年

2022年，全球客戶經驗管理市場規模將達到100億美元，從2023年的114億美元成長到2031年的286億美元，預計在預測期（2024-2031）複合年成長率為12.2。 %。

截至 2023 年 10 月，全球客戶經驗管理 (CEM) 市場正在見證顯著成長，這主要是由於各行業對個人化體驗的需求不斷成長。公司正在認知到將商業客戶置於行銷、銷售和客戶支援策略最前沿的重要性，以培養品牌忠誠度並鼓勵回頭客。有效的 CEM 在很大程度上依賴客戶的聲音，並利用衡量消費者對與公司互動的看法的系統。為了保持競爭力並滿足不斷變化的客戶期望，公司必須透過創新方法和最尖端科技不斷適應。對於既要滿足當前需求，又要預測消費者偏好的未來趨勢的組織來說，這種轉變至關重要。因此，隨著客戶擴大尋求了解並滿足其個人需求的品牌，優先開發適合其需求的有吸引力的體驗的公司可以獲得較高的競爭優勢。向個人化客戶參與的轉變是推動 CEM 市場全球成長的關鍵因素，這凸顯了公司需要投資強大的客戶經驗策略，以提高客戶滿意度和忠誠度。

目錄

介紹

• 研究目的
• 調查範圍
• 定義

調查方法

• 資訊採購
• 二手資料和主要資料方法
• 市場規模預測
• 市場假設與限制

執行摘要

• 全球市場展望
• 供需趨勢分析
• 按細分市場的機會分析

市場動態及展望

• 市場概況
• 市場規模
• 市場動態
  • 促進因素和機遇
  • 抑制因素和挑戰
• 波特分析與影響
  • 競爭公司之間的敵對關係
  • 替代品的威脅
  • 買方議價能力
  • 新進入者的威脅
  • 供應商的議價能力

主要市場考察

• 關鍵成功因素
• 競爭程度
• 主要投資機會
• 市場生態系統
• 技術進步
• 監管環境
• 案例研究分析
• PESTEL分析
• 總體經濟指標
• Start-Ups分析
• 市場吸引力指數

按產品分類的客戶經驗管理市場規模

• 市場概況
• 解決方案
  • 全通路
  • 機器學習
  • 分析
  • 勞動力最佳化
• 服務
  • 專業服務
  • 部署與整合
  • 支援與維護
  • 諮詢與培訓
• 託管服務

客戶經驗管理市場規模：按接觸點

• 市場概況
• 網站
• 店鋪
• 客服中心
• 行動應用程式
• 社群媒體
• 電子郵件
• 虛擬助理
• 其他接觸點

客戶經驗管理市場規模：依部署類型

• 市場概況
• 本地
• 雲

客戶經驗管理市場規模：依組織規模

• 市場概況
• 小型企業
• 主要企業

客戶經驗管理市場規模：依產業分類

• 市場概況
• 資訊科技和通訊
• BFSI
• 零售
• 衛生保健
• 車
• 旅行和招待
• 媒體與娛樂
• 公共部門
• 其他行業（教育交通物流）

按地區分類的客戶經驗管理市場規模

• 北美洲
  • 美國
  • 加拿大
• 歐洲
  • 英國
  • 德國
  • 西班牙
  • 法國
  • 義大利
  • 其他歐洲國家地區
• 亞太地區
  • 中國
  • 印度
  • 日本
  • 韓國
  • 其他亞太地區
• 拉丁美洲
  • 巴西
  • 其他拉丁美洲地區
• 中東和非洲
  • 海灣合作理事會國家
  • 南非
  • 其他中東/非洲

競爭資訊

• 前5名企業對比
• 主要企業市場定位（2023年）
• 主要市場參與者所採取的策略
• 近期市場趨勢
• 公司市場佔有率分析（2023）
• 主要企業簡介
  • 公司簡介
  • 產品系列分析
  • 按細分市場分類的佔有率分析
  • 收益與前一年同期比較（2021-2023）

主要企業簡介

• Adobe（US）
• IBM（US）
• Oracle（US）
• Avaya（US）
• Nice（Israel）
• 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）

結論和建議

Global Customer Experience Management Market size was valued at USD 10.0 billion in 2022 and is poised to grow from USD 11.4 billion in 2023 to USD 28.6 billion by 2031, growing at a CAGR of 12.2% during the forecast period (2024-2031).

As of October 2023, the global Customer Experience Management (CEM) market is witnessing significant growth, driven primarily by an increasing demand for personalized experiences across diverse sectors. Organizations are recognizing the importance of placing business customers at the forefront of their marketing, sales, and customer support strategies to foster brand loyalty and encourage repeat business. Effective CEM relies heavily on the voice of the customer, utilizing systems to measure consumer perceptions regarding their interactions with businesses. To stay competitive and meet evolving customer expectations, companies are compelled to adapt continuously through innovative practices and cutting-edge technologies. This transformation is essential for organizations seeking not only to fulfill current demands but also to anticipate future trends in consumer preferences. Therefore, businesses that prioritize developing tailored and engaging experiences will likely gain a competitive edge as customers increasingly seek out brands that understand and cater to their individual needs. This shift towards personalized customer engagement is a key driver propelling the growth of the CEM market globally, underscoring the necessity for companies to invest in robust customer experience strategies to enhance customer satisfaction and loyalty.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Customer Experience Management market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global Customer Experience Management Market Segmental Analysis

Global Customer Experience Management Market is segmented by Offering, Touchpoint, Deployment type, Organisation Size, Vertical and region. Based on Offering, the market is segmented into Solutions (Omnichannel, Machine learning), Services (Professional services, Managed services). Based on Touchpoint, the market is segmented into Websites, Stores, Call centers, Mobile apps, Social media, Emails, Virtual assistants, Other touchpoints (loyalty programs, surveys, sales representatives, seminars, trade shows, public speaking, and training). Based on Deployment type, the market is segmented into On-Premises, Cloud. Based on Organisation Size, the market is segmented into Small and Medium Enterprises (SMEs), Large Enterprises. Based on Vertical, the market is segmented into IT & Telecom, BFSI, Retail, Healthcare, Automotive, Travel & hospitality, Media & entertainment Public sector, Other verticals (education, transportation, and logistics). Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & and Africa.

Driver of the Global Customer Experience Management Market

The Global Customer Experience Management market is significantly driven by the importance of customer experience in cultivating engagement and brand loyalty. A positive customer experience not only promotes repeat interactions with a brand, whether online or in-store, but also generates favorable reviews across social media platforms. These reviews can attract new consumers, enhancing customer retention and acquisition efforts. As online shopping and digital banking have become more prevalent, businesses have pivoted to online platforms to meet consumer needs. Retailers are leveraging advanced technologies such as Artificial Intelligence for interactive conversations and virtual trials, while utilizing multiple channels-social networks, mobile apps, and websites-to maximize their visibility and engage with a broader audience.

Restraints in the Global Customer Experience Management Market

The Global Customer Experience Management market faces significant restraints linked to organizations prioritizing consumer demands, often at the expense of innovation. When companies overly focus on enhancing the customer experience based on current consumer preferences, they risk stifling their creative potential. This may lead to a reluctance to explore new product advancements or innovative enhancements to existing offerings. While consumers may articulate their needs, it is essential for businesses to invest in research and development to generate ideas that may not emerge from consumer feedback alone. Balancing customer satisfaction with innovation is crucial to fostering growth and maintaining a competitive edge in the market.

Market Trends of the Global Customer Experience Management Market

The Global Customer Experience Management (CEM) market is witnessing a significant upswing, fueled by decreasing costs in computational and data power alongside the rapid adoption of AI and advanced analytics. These technologies empower businesses to effectively design, implement, and enhance their end-to-end customer experience strategies, fostering robust market growth. Moreover, the integration of big data analytics offers profound insights into customer needs, challenges, and preferences, promoting transparency in the purchasing journey. A noteworthy trend driving this market expansion is the increasing focus on customer retention strategies, as organizations recognize that heightened customer loyalty directly correlates with long-term profitability.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

• Information Procurement
• Secondary & Primary Data Methods
• Market Size Estimation
• Market Assumptions & Limitations

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Driver & Opportunities
  • Restraints & Challenges
• Porters Analysis & Impact
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Degree of Competition
• Top Investment Pockets
• Market Ecosystem
• Technological Advancement
• Regulatory Landscape
• Case Study Analysis
• PESTEL Analysis
• Macro-Economic Indicators
• Startup Analysis
• Market Attractiveness Index

Global Customer Experience Management Market Size by Offering & CAGR (2024-2031)

• Market Overview
• Solutions
  • Omnichannel
  • Machine learning
  • Analytics
  • Workforce optimization
• Services
  • Professional services
  • Deployment & integration
  • Support & maintenance
  • Consulting & training
• Managed services

Global Customer Experience Management Market Size by Touchpoint & CAGR (2024-2031)

• Market Overview
• Websites
• Stores
• Call centers
• Mobile apps
• Social media
• Emails
• Virtual assistants
• Other Touchpoints (Loyalty Programs, Surveys, Sales Representatives, Seminars, Trade Shows, Public Speaking, And Training)

Global Customer Experience Management Market Size by Deployment type & CAGR (2024-2031)

• Market Overview
• On-Premises
• Cloud

Global Customer Experience Management Market Size by Organization Size & CAGR (2024-2031)

• Market Overview
• Small and Medium Enterprises (SMEs)
• Large Enterprises

Global Customer Experience Management Market Size by Vertical & CAGR (2024-2031)

• Market Overview
• IT & Telecom
• BFSI
• Retail
• Healthcare
• Automotive
• Travel & hospitality
• Media & entertainment
• Public sector
• Other verticals (Education, Transportation, And Logistics)

Global Customer Experience Management Market Size & CAGR (2024-2031)

• North America, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
  • US
  • Canada
• Europe, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
  • UK
  • Germany
  • Spain
  • France
  • Italy
  • Rest of Europe
• Asia-Pacific, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia Pacific
• Latin America, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
  • Brazil
  • Rest of Latin America
• Middle East & Africa, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2023
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2023
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2021-2023)

Key Company Profiles

• Adobe (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• IBM (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Oracle (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Avaya (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Nice (Israel)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAP (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• OpenText (Canada)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Tech Mahindra (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Verint Systems (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Zendesk (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Teradata (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Sprinklr (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Medallia (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• InMoment (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SAS (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Clarabridge (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Sitecore (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• NGDATA (Belgium)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Amperity (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Mixpanel (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendation