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1488708

客戶體驗管理市場 - 按部署、接觸點、最終用戶、地區和競爭細分的全球行業規模、佔有率、趨勢、機會和預測，2019-2029 年

Customer Experience Management Market - Global Industry Size, Share, Trends, Opportunity, and Forecast Segmented By Deployment, By Touchpoint, By End-User, By Region, and By Competition, 2019-2029F
出版日期: | 出版商: TechSci Research | 英文 185 Pages | 商品交期: 2-3個工作天內

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簡介目錄

2023 年，全球客戶體驗管理市場估值為94.1 億美元，預計到2029 年，預測期內將實現強勁成長，複合年成長率為10.59%。的整合。企業正在利用這些技術來獲取有關客戶行為、偏好和期望的寶貴見解。人工智慧驅動的聊天機器人和虛擬助理增強了即時客戶交互，提供即時支援和個人化體驗。

市場概況
預測期 2025-2029
2023 年市場規模 94.1億美元
2029 年市場規模 173.7億美元
2024-2029 年複合年成長率 10.59%
成長最快的細分市場 BFSI
最大的市場 亞太

主要市場促進因素

技術進步與數位轉型

越來越重視以客戶為中心的策略

全通路參與的重要性與日俱增

主要市場挑戰

個性化時代的資料隱私和安全問題

遺留系統和技術的整合

即時管理客戶期望

主要市場趨勢

透過人工智慧和預測分析實現超個人化

整合語音和對話式人工智慧以實現無縫客戶交互

細分市場洞察

部署見解

區域洞察

目錄

第 1 章：服務概述

  • 市場定義
  • 市場範圍
    • 涵蓋的市場
    • 研究年份
    • 主要市場區隔

第 2 章：研究方法

第 3 章：執行摘要

第 4 章：COVID-19 對全球顧客體驗管理市場的影響

第 5 章：客戶之聲

第 6 章：全球客戶體驗管理市場概述

第 7 章：全球客戶體驗管理市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 按部署（本地和雲端）
    • 按接觸點（呼叫中心、網站、行動裝置、應用程式等）
    • 按最終用戶（BFSI、零售和消費品、IT 和電信、醫療保健等）
    • 按地區（北美、歐洲、南美、中東和非洲、亞太地區）
  • 按公司分類 (2023)
  • 市場地圖

第 8 章：北美客戶體驗管理市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 按部署
    • 按接觸點
    • 按最終用戶
    • 按國家/地區
  • 北美：國家分析
    • 美國
    • 加拿大
    • 墨西哥

第 9 章：歐洲客戶體驗管理市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 按部署
    • 按接觸點
    • 按最終用戶
    • 按國家/地區
  • 歐洲：國家分析
    • 德國
    • 法國
    • 英國
    • 義大利
    • 西班牙
    • 荷蘭
    • 比利時

第 10 章：南美洲客戶體驗管理市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 按部署
    • 按接觸點
    • 按最終用戶
    • 按國家/地區
  • 南美洲：國家分析
    • 巴西
    • 哥倫比亞
    • 阿根廷
    • 智利

第 11 章：中東和非洲客戶體驗管理市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 按部署
    • 按接觸點
    • 按最終用戶
    • 按國家/地區
  • 中東和非洲：國家分析
    • 沙烏地阿拉伯
    • 阿拉伯聯合大公國
    • 南非
    • 土耳其

第 12 章：亞太地區顧客體驗管理市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 按部署
    • 按接觸點
    • 按最終用戶
    • 按國家/地區
  • 亞太地區：國家分析
    • 中國
    • 印度
    • 日本
    • 韓國
    • 澳洲
    • 泰國
    • 馬來西亞

第 13 章：市場動態

  • 促進要素
  • 挑戰

第 14 章：市場趨勢與發展

第 15 章：公司簡介

  • Adobe Inc.
  • Oracle Corporation
  • SAP SE
  • IBM Corporation
  • Avaya LLC
  • Verint Systems Inc.
  • Tech Mahindra Limited
  • Open Text Corporation
  • Zendesk, Inc.
  • Twilio Inc.

第 16 章：策略建議

第17章調查會社について,免責事項

簡介目錄
Product Code: 21723

Global Customer Experience Management Market was valued at USD 9.41 billion in 2023 and is anticipated to project robust growth in the forecast period with a CAGR of 10.59% through 2029. Digital transformation involves the integration of advanced technologies such as artificial intelligence (AI), machine learning, data analytics, and automation into customer experience management strategies. Businesses are leveraging these technologies to gain valuable insights into customer behaviors, preferences, and expectations. AI-powered chatbots and virtual assistants enhance real-time customer interactions, providing instant support and personalized experiences.

Market Overview
Forecast Period2025-2029
Market Size 2023USD 9.41 Billion
Market Size 2029USD 17.37 Billion
CAGR 2024-202910.59%
Fastest Growing SegmentBFSI
Largest MarketAsia-Pacific

Key Market Drivers

Technological Advancements and Digital Transformation

In the rapidly evolving landscape of customer experience management (CEM), technological advancements stand out as a primary driver shaping the Global Customer Experience Management Market. The continuous march of innovation, particularly in the realms of artificial intelligence (AI), machine learning, big data analytics, and automation, has significantly transformed how businesses interact with their customers. The integration of these technologies into CEM platforms allows companies to gain deep insights into customer behavior, preferences, and expectations.

AI-powered chatbots and virtual assistants have become essential tools for enhancing customer interactions. These intelligent systems can understand natural language, provide personalized recommendations, and resolve queries promptly, leading to improved customer satisfaction. Moreover, machine learning algorithms analyze vast amounts of customer data to identify patterns and trends, enabling businesses to proactively address issues and tailor their offerings to individual preferences.

The rise of digital channels, including social media, mobile apps, and online platforms, has further propelled the need for advanced CEM solutions. Companies leverage these channels not only for customer engagement but also for gathering valuable feedback and sentiment analysis. The ability to harness data from diverse sources empowers organizations to create a unified and seamless customer experience across multiple touchpoints.

As businesses continue to invest in digital transformation initiatives, the demand for comprehensive CEM solutions is expected to grow. The integration of cutting-edge technologies not only streamlines customer interactions but also enables businesses to stay agile and responsive in a dynamic market.

Growing Emphasis on Customer-Centric Strategies

A fundamental driver steering the Global Customer Experience Management Market is the growing emphasis on customer-centric strategies among businesses across industries. In an era where customer loyalty is increasingly tied to the quality of the overall experience, companies recognize the need to prioritize customer satisfaction and build lasting relationships.

Customer-centricity involves aligning business processes, products, and services with the needs and expectations of customers. CEM platforms play a pivotal role in achieving this alignment by providing tools to collect and analyze customer feedback, monitor satisfaction metrics, and map the customer journey. These insights enable organizations to make data-driven decisions and implement changes that resonate with their target audience.

In today's competitive landscape, where product and price differentials are often minimal, the customer experience becomes a key differentiator. Organizations understand that a positive customer experience not only fosters brand loyalty but also drives positive word-of-mouth marketing. Consequently, businesses are investing in CEM solutions to deliver seamless, personalized, and memorable experiences that go beyond transactional interactions.

The shift towards customer-centric strategies is not limited to specific industries but is a global phenomenon. As companies recognize the long-term value of satisfied and loyal customers, the demand for robust CEM solutions is expected to rise, driving the growth of the Global Customer Experience Management Market.

Rising Importance of Omnichannel Engagement

The third driver shaping the Global Customer Experience Management Market is the rising importance of omnichannel engagement. With customers seamlessly transitioning between various online and offline channels, businesses are compelled to adopt omnichannel CEM strategies to deliver a cohesive and integrated experience across all touchpoints.

Omnichannel engagement refers to the ability of businesses to provide a consistent and unified experience regardless of the channel or device customers use. This approach recognizes that modern consumers interact with brands through multiple platforms, such as websites, mobile apps, social media, physical stores, and more. Consequently, CEM solutions that can orchestrate and synchronize these interactions have become essential for creating a seamless customer journey.

An effective omnichannel strategy requires integration and synchronization of customer data, communication channels, and service delivery mechanisms. CEM platforms equipped with omnichannel capabilities enable businesses to track customer interactions across various touchpoints, ensuring a coherent and personalized experience. This not only enhances customer satisfaction but also contributes to increased customer loyalty and retention.

As the demand for omnichannel engagement continues to rise, driven by consumer expectations for a connected and convenient experience, the Global Customer Experience Management Market is experiencing significant growth. Organizations that can successfully implement and leverage omnichannel CEM solutions are better positioned to meet the evolving needs of their customers and stay ahead in a competitive business landscape.

Key Market Challenges

Data Privacy and Security Concerns in the Era of Personalization

One of the significant challenges facing the Global Customer Experience Management (CEM) Market revolves around the delicate balance between delivering personalized experiences and addressing growing concerns related to data privacy and security. As businesses strive to leverage advanced technologies, such as artificial intelligence (AI) and machine learning, to understand and anticipate customer needs, the collection and analysis of vast amounts of personal data have become commonplace.

Customers, however, are becoming increasingly wary of how their data is being utilized. High-profile data breaches and privacy scandals have heightened consumer awareness and led to a more discerning attitude toward sharing personal information. Striking the right balance between personalization and respecting privacy is a complex challenge for companies implementing CEM strategies.

CEM platforms must adhere to stringent data protection regulations and ensure robust security measures to safeguard customer information. As regulations like GDPR and CCPA become more stringent, businesses face the challenge of navigating a complex regulatory landscape while still harnessing customer data to enhance the overall experience. Building and maintaining trust in the handling of customer data is crucial for the success of CEM initiatives.

To address this challenge, organizations need to prioritize transparency in their data practices, provide clear opt-in mechanisms for data collection, and invest in secure technologies. Striking a balance that allows for personalization without compromising customer privacy will be an ongoing challenge in the evolving landscape of the Global Customer Experience Management Market.

Integration of Legacy Systems and Technologies

In the dynamic landscape of the Global Customer Experience Management Market, many organizations grapple with the challenge of integrating CEM solutions with existing legacy systems and technologies. Businesses often operate a diverse set of platforms, ranging from CRM (Customer Relationship Management) systems to communication tools and analytics platforms. Integrating these disparate systems to create a unified and seamless customer experience poses a considerable challenge.

Legacy systems, which have been in place for years, may lack the flexibility and interoperability required for seamless integration with modern CEM solutions. The siloed nature of these systems can hinder the free flow of information across departments, leading to fragmented customer experiences. Moreover, the cost and complexity associated with overhauling legacy infrastructure can be substantial, posing a barrier to the adoption of comprehensive CEM solutions.

Addressing this challenge requires a strategic approach to integration. Organizations must invest in middleware and integration platforms that can bridge the gap between legacy systems and modern CEM technologies. Additionally, a phased approach to integration, prioritizing critical touchpoints and data flows, can help mitigate the disruption associated with system overhauls. Successful integration is essential to unlocking the full potential of CEM initiatives and delivering a cohesive customer experience.

Managing Customer Expectations in Real-Time

As the Global Customer Experience Management Market continues to evolve, managing customer expectations in real-time presents a formidable challenge for businesses across industries. In an era of instant gratification and heightened customer demands, organizations are under constant pressure to deliver seamless, personalized, and immediate experiences across multiple channels.

The challenge lies in the dynamic and unpredictable nature of customer expectations. As customers interact with brands through various touchpoints, their expectations evolve based on context, past experiences, and external influences. Meeting these expectations in real-time requires a high degree of agility and responsiveness from businesses.

CEM platforms play a critical role in understanding and anticipating customer needs, but the challenge lies in the speed of execution. Real-time data analytics and insights are essential for businesses to adapt their strategies and interactions on the fly. However, achieving this level of agility requires robust infrastructure, advanced analytics capabilities, and a cultural shift toward embracing data-driven decision-making.

To address this challenge, organizations must invest in technologies that enable real-time analytics and insights. Additionally, fostering a customer-centric culture that prioritizes responsiveness and adaptability is crucial. Successfully managing customer expectations in real-time requires a holistic approach that combines technology, data, and organizational agility to stay ahead in the ever-changing landscape of customer experience management.

Key Market Trends

Hyper-Personalization through AI and Predictive Analytics

A prominent trend shaping the Global Customer Experience Management (CEM) Market is the increasing focus on hyper-personalization driven by advanced artificial intelligence (AI) and predictive analytics. As technology continues to evolve, businesses are leveraging AI to analyze vast amounts of customer data, enabling them to create highly personalized and relevant experiences.

AI-powered algorithms, coupled with predictive analytics, allow organizations to anticipate customer needs, preferences, and behaviors with unprecedented accuracy. This level of insight enables the delivery of tailored content, product recommendations, and communication strategies, enhancing the overall customer experience. Whether it's personalized marketing messages, product suggestions, or individualized service interactions, hyper-personalization is becoming a key differentiator in the competitive landscape.

This trend is fueled by the increasing expectation of consumers for personalized interactions. Modern customers appreciate and, in many cases, expect brands to understand their unique preferences and deliver customized experiences. Hyper-personalization not only improves customer satisfaction but also contributes to higher engagement, increased brand loyalty, and, ultimately, better business outcomes.

As the Global CEM Market evolves, businesses are adopting and integrating AI-driven personalization into their customer touchpoints, including websites, mobile apps, and customer service interactions. The trend is not limited to specific industries, as diverse sectors recognize the value of providing tailored experiences to meet individual customer expectations.

Organizations looking to capitalize on this trend must invest in AI technologies, data analytics capabilities, and customer data platforms that facilitate the seamless integration of personalized experiences across the customer journey. Striking the right balance between personalization and privacy remains a challenge, but as technology continues to advance, hyper-personalization is poised to play a pivotal role in shaping the future of customer experience management.

Integration of Voice and Conversational AI for Seamless Customer Interactions

Another significant trend in the Global Customer Experience Management Market is the increasing integration of voice and conversational AI technologies to facilitate seamless and natural customer interactions. With the rise of smart speakers, virtual assistants, and chatbots, businesses are recognizing the potential of voice-driven interfaces to enhance customer engagement and satisfaction.

Conversational AI, powered by natural language processing (NLP) and machine learning, enables customers to interact with brands using spoken language. Voice assistants, such as Amazon's Alexa, Google Assistant, and Apple's Siri, have become integral parts of consumers' daily lives, setting the stage for businesses to leverage these platforms for customer interactions.

One of the key advantages of integrating voice and conversational AI is the ability to provide instant and contextually relevant information. Customers can inquire about products, services, or support using natural language, and AI-driven systems can understand and respond appropriately. This not only streamlines the customer experience but also reduces the friction associated with traditional interfaces.

Chatbots, another component of conversational AI, are being deployed across various channels, including websites and messaging apps, to provide real-time assistance, answer queries, and guide customers through their journeys. These bots are increasingly sophisticated, capable of handling complex interactions and learning from customer conversations to improve over time.

As businesses embrace this trend, they are exploring ways to integrate voice and conversational AI into their existing customer touchpoints. This includes embedding voice interfaces into mobile apps, websites, and even physical spaces. The goal is to create a unified and consistent conversational experience across different channels, meeting customers' expectations for immediate and intuitive interactions.

The integration of voice and conversational AI represents a transformative trend in the Global Customer Experience Management Market, offering businesses new opportunities to engage with customers in natural, conversational ways. Organizations that successfully leverage these technologies stand to benefit from improved customer satisfaction, enhanced brand loyalty, and a competitive edge in the evolving landscape of customer experience.

Segmental Insights

Deployment Insights

The Cloud segment emerged as the dominating segment in 2023. The adoption of cloud-based customer experience management solutions has been on the rise globally. Businesses across various sectors are transitioning from traditional on-premise solutions to cloud-based platforms, attracted by the advantages of cloud computing, including cost-efficiency, accessibility, and rapid deployment. The cloud segment of the CEM market has witnessed substantial market size growth, with a notable shift in spending patterns toward subscription-based and Software as a Service (SaaS) models.

Cloud-based CEM solutions offer unparalleled flexibility and scalability. Companies can easily scale their CEM infrastructure based on demand, accommodating growing customer data volumes and adapting to changing business requirements. This flexibility allows organizations to align their CEM strategies with dynamic market conditions, ensuring that their customer experience initiatives can evolve to meet the ever-changing needs and expectations of their customer base.

Cloud-based CEM platforms leverage the power of cloud computing to provide real-time insights and analytics. By processing and analyzing vast amounts of customer data in the cloud, businesses can gain instant and actionable insights into customer behavior, preferences, and sentiment. This real-time capability empowers organizations to make data-driven decisions promptly, optimizing customer interactions and improving overall satisfaction.

Regional Insights

North America emerged as the dominating region in 2023, holding the largest market share. North America is a hub for technological innovation, and this is reflected in the widespread adoption of advanced customer experience management technologies. Businesses in the region leverage cutting-edge solutions, including artificial intelligence, machine learning, analytics, and automation, to enhance customer interactions and stay competitive in the market. The continuous pursuit of technological excellence contributes to the evolution and growth of the CEM market in North America.

Customer-centricity is a core focus for businesses in North America, driving the demand for comprehensive CEM solutions. Companies recognize the significance of delivering exceptional customer experiences to build brand loyalty and gain a competitive edge. The emphasis on understanding customer needs, preferences, and expectations shapes the adoption of CEM technologies that enable personalized interactions, multichannel engagement, and data-driven decision-making.

In North America, particularly in the United States and Canada, stringent regulatory frameworks such as GDPR, CCPA, and HIPAA shape the CEM landscape. Businesses prioritize compliance with these regulations to ensure the protection of customer data and maintain trust. CEM solutions in North America often include robust security features and privacy controls to address regulatory requirements and safeguard customer information.

The adoption of cloud-based CEM solutions is on the rise in North America. Cloud technology offers scalability, flexibility, and cost-effectiveness, aligning with the dynamic business environment in the region. Businesses opt for cloud-based CEM platforms to streamline operations, enable remote access, and adapt quickly to changing customer demands, contributing to the overall growth of the market.

North American businesses recognize the importance of providing integrated omnichannel experiences. Customers expect a seamless transition between online and offline channels, and CEM solutions in the region focus on delivering cohesive interactions across various touchpoints. The integration of omnichannel capabilities helps businesses create a unified customer journey and enhances overall customer satisfaction.

The North American segment of the Global Customer Experience Management Market is characterized by a tech-savvy environment, a strong commitment to customer-centric strategies, and a diverse set of industries. As businesses in the region continue to prioritize exceptional customer experiences, the CEM market in North America is poised for sustained growth and evolution. The integration of advanced technologies, regulatory compliance, and a focus on delivering seamless omnichannel experiences will remain key drivers in shaping the future of customer experience management in this dynamic region.

Key Market Players

Adobe Inc.

Oracle Corporation

SAP SE

IBM Corporation

Avaya LLC

Verint Systems Inc.

Tech Mahindra Limited

Open Text Corporation

Zendesk, Inc.

Twilio Inc.

Report Scope:

In this report, the Global Customer Experience Management Market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Customer Experience Management Market, By Deployment:

    On-premise Cloud

Customer Experience Management Market, By Touchpoint:

    Call Center Website Mobile Applications Others

Customer Experience Management Market, By End-User:

    BFSI Retail & Consumer Goods IT & Telecom Healthcare Others

Customer Experience Management Market, By Region:

    North America
    • United States
    • Canada
    • Mexico
    Europe
    • France
    • United Kingdom
    • Italy
    • Germany
    • Spain
    • Netherlands
    • Belgium
    Asia-Pacific
    • China
    • India
    • Japan
    • Australia
    • South Korea
    • Thailand
    • Malaysia
    South America
    • Brazil
    • Argentina
    • Colombia
    • Chile
    Middle East & Africa
    • South Africa
    • Saudi Arabia
    • UAE
    • Turkey

Competitive Landscape

Company Profiles: Detailed analysis of the major companies present in the Global Customer Experience Management Market.

Available Customizations:

Global Customer Experience Management Market report with the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Services Overview

  • 1.1. Market Definition
  • 1.2. Scope of the Market
    • 1.2.1.Markets Covered
    • 1.2.2.Years Considered for Study
    • 1.2.3.Key Market Segmentations

2. Research Methodology

  • 2.1. Objective of the Study
  • 2.2. Baseline Methodology
  • 2.3. Formulation of the Scope
  • 2.4. Assumptions and Limitations
  • 2.5. Sources of Research
    • 2.5.1.Secondary Research
    • 2.5.2.Primary Research
  • 2.6. Approach for the Market Study
    • 2.6.1.The Bottom-Up Approach
    • 2.6.2.The Top-Down Approach
  • 2.7. Methodology Followed for Calculation of Market Size & Market Shares
  • 2.8. Forecasting Methodology
    • 2.8.1.Data Triangulation & Validation

3. Executive Summary

4. Impact of COVID-19 on Global Customer Experience Management Market

5. Voice of Customer

6. Global Customer Experience Management Market Overview

7. Global Customer Experience Management Market Outlook

  • 7.1. Market Size & Forecast
    • 7.1.1.By Value
  • 7.2. Market Share & Forecast
    • 7.2.1.By Deployment (On-premise and Cloud)
    • 7.2.2.By Touchpoint (Call Center, Website, Mobile, Applications and Others)
    • 7.2.3.By End-User (BFSI, Retail & Consumer Goods, IT & Telecom, Healthcare and Others)
    • 7.2.4.By Region (North America, Europe, South America, Middle East & Africa, Asia-Pacific)
  • 7.3. By Company (2023)
  • 7.4. Market Map

8. North America Customer Experience Management Market Outlook

  • 8.1. Market Size & Forecast
    • 8.1.1.By Value
  • 8.2. Market Share & Forecast
    • 8.2.1.By Deployment
    • 8.2.2.By Touchpoint
    • 8.2.3.By End-User
    • 8.2.4.By Country
  • 8.3. North America: Country Analysis
    • 8.3.1.United States Customer Experience Management Market Outlook
      • 8.3.1.1. Market Size & Forecast
        • 8.3.1.1.1. By Value
      • 8.3.1.2. Market Share & Forecast
        • 8.3.1.2.1. By Deployment
        • 8.3.1.2.2. By Touchpoint
        • 8.3.1.2.3. By End-User
    • 8.3.2.Canada Customer Experience Management Market Outlook
      • 8.3.2.1. Market Size & Forecast
        • 8.3.2.1.1. By Value
      • 8.3.2.2. Market Share & Forecast
        • 8.3.2.2.1. By Deployment
        • 8.3.2.2.2. By Touchpoint
        • 8.3.2.2.3. By End-User
    • 8.3.3.Mexico Customer Experience Management Market Outlook
      • 8.3.3.1. Market Size & Forecast
        • 8.3.3.1.1. By Value
      • 8.3.3.2. Market Share & Forecast
        • 8.3.3.2.1. By Deployment
        • 8.3.3.2.2. By Touchpoint
        • 8.3.3.2.3. By End-User

9. Europe Customer Experience Management Market Outlook

  • 9.1. Market Size & Forecast
    • 9.1.1.By Value
  • 9.2. Market Share & Forecast
    • 9.2.1.By Deployment
    • 9.2.2.By Touchpoint
    • 9.2.3.By End-User
    • 9.2.4.By Country
  • 9.3. Europe: Country Analysis
    • 9.3.1.Germany Customer Experience Management Market Outlook
      • 9.3.1.1. Market Size & Forecast
        • 9.3.1.1.1. By Value
      • 9.3.1.2. Market Share & Forecast
        • 9.3.1.2.1. By Deployment
        • 9.3.1.2.2. By Touchpoint
        • 9.3.1.2.3. By End-User
    • 9.3.2.France Customer Experience Management Market Outlook
      • 9.3.2.1. Market Size & Forecast
        • 9.3.2.1.1. By Value
      • 9.3.2.2. Market Share & Forecast
        • 9.3.2.2.1. By Deployment
        • 9.3.2.2.2. By Touchpoint
        • 9.3.2.2.3. By End-User
    • 9.3.3.United Kingdom Customer Experience Management Market Outlook
      • 9.3.3.1. Market Size & Forecast
        • 9.3.3.1.1. By Value
      • 9.3.3.2. Market Share & Forecast
        • 9.3.3.2.1. By Deployment
        • 9.3.3.2.2. By Touchpoint
        • 9.3.3.2.3. By End-User
    • 9.3.4.Italy Customer Experience Management Market Outlook
      • 9.3.4.1. Market Size & Forecast
        • 9.3.4.1.1. By Value
      • 9.3.4.2. Market Share & Forecast
        • 9.3.4.2.1. By Deployment
        • 9.3.4.2.2. By Touchpoint
        • 9.3.4.2.3. By End-User
    • 9.3.5.Spain Customer Experience Management Market Outlook
      • 9.3.5.1. Market Size & Forecast
        • 9.3.5.1.1. By Value
      • 9.3.5.2. Market Share & Forecast
        • 9.3.5.2.1. By Deployment
        • 9.3.5.2.2. By Touchpoint
        • 9.3.5.2.3. By End-User
    • 9.3.6.Netherlands Customer Experience Management Market Outlook
      • 9.3.6.1. Market Size & Forecast
        • 9.3.6.1.1. By Value
      • 9.3.6.2. Market Share & Forecast
        • 9.3.6.2.1. By Deployment
        • 9.3.6.2.2. By Touchpoint
        • 9.3.6.2.3. By End-User
    • 9.3.7.Belgium Customer Experience Management Market Outlook
      • 9.3.7.1. Market Size & Forecast
        • 9.3.7.1.1. By Value
      • 9.3.7.2. Market Share & Forecast
        • 9.3.7.2.1. By Deployment
        • 9.3.7.2.2. By Touchpoint
        • 9.3.7.2.3. By End-User

10. South America Customer Experience Management Market Outlook

  • 10.1. Market Size & Forecast
    • 10.1.1. By Value
  • 10.2. Market Share & Forecast
    • 10.2.1. By Deployment
    • 10.2.2. By Touchpoint
    • 10.2.3. By End-User
    • 10.2.4. By Country
  • 10.3. South America: Country Analysis
    • 10.3.1. Brazil Customer Experience Management Market Outlook
      • 10.3.1.1. Market Size & Forecast
        • 10.3.1.1.1. By Value
      • 10.3.1.2. Market Share & Forecast
        • 10.3.1.2.1. By Deployment
        • 10.3.1.2.2. By Touchpoint
        • 10.3.1.2.3. By End-User
    • 10.3.2. Colombia Customer Experience Management Market Outlook
      • 10.3.2.1. Market Size & Forecast
        • 10.3.2.1.1. By Value
      • 10.3.2.2. Market Share & Forecast
        • 10.3.2.2.1. By Deployment
        • 10.3.2.2.2. By Touchpoint
        • 10.3.2.2.3. By End-User
    • 10.3.3. Argentina Customer Experience Management Market Outlook
      • 10.3.3.1. Market Size & Forecast
        • 10.3.3.1.1. By Value
      • 10.3.3.2. Market Share & Forecast
        • 10.3.3.2.1. By Deployment
        • 10.3.3.2.2. By Touchpoint
        • 10.3.3.2.3. By End-User
    • 10.3.4. Chile Customer Experience Management Market Outlook
      • 10.3.4.1. Market Size & Forecast
        • 10.3.4.1.1. By Value
      • 10.3.4.2. Market Share & Forecast
        • 10.3.4.2.1. By Deployment
        • 10.3.4.2.2. By Touchpoint
        • 10.3.4.2.3. By End-User

11. Middle East & Africa Customer Experience Management Market Outlook

  • 11.1. Market Size & Forecast
    • 11.1.1. By Value
  • 11.2. Market Share & Forecast
    • 11.2.1. By Deployment
    • 11.2.2. By Touchpoint
    • 11.2.3. By End-User
    • 11.2.4. By Country
  • 11.3. Middle East & Africa: Country Analysis
    • 11.3.1. Saudi Arabia Customer Experience Management Market Outlook
      • 11.3.1.1. Market Size & Forecast
        • 11.3.1.1.1. By Value
      • 11.3.1.2. Market Share & Forecast
        • 11.3.1.2.1. By Deployment
        • 11.3.1.2.2. By Touchpoint
        • 11.3.1.2.3. By End-User
    • 11.3.2. UAE Customer Experience Management Market Outlook
      • 11.3.2.1. Market Size & Forecast
        • 11.3.2.1.1. By Value
      • 11.3.2.2. Market Share & Forecast
        • 11.3.2.2.1. By Deployment
        • 11.3.2.2.2. By Touchpoint
        • 11.3.2.2.3. By End-User
    • 11.3.3. South Africa Customer Experience Management Market Outlook
      • 11.3.3.1. Market Size & Forecast
        • 11.3.3.1.1. By Value
      • 11.3.3.2. Market Share & Forecast
        • 11.3.3.2.1. By Deployment
        • 11.3.3.2.2. By Touchpoint
        • 11.3.3.2.3. By End-User
    • 11.3.4. Turkey Customer Experience Management Market Outlook
      • 11.3.4.1. Market Size & Forecast
        • 11.3.4.1.1. By Value
      • 11.3.4.2. Market Share & Forecast
        • 11.3.4.2.1. By Deployment
        • 11.3.4.2.2. By Touchpoint
        • 11.3.4.2.3. By End-User

12. Asia-Pacific Customer Experience Management Market Outlook

  • 12.1. Market Size & Forecast
    • 12.1.1. By Value
  • 12.2. Market Share & Forecast
    • 12.2.1. By Deployment
    • 12.2.2. By Touchpoint
    • 12.2.3. By End-User
    • 12.2.4. By Country
  • 12.3. Asia-Pacific: Country Analysis
    • 12.3.1. China Customer Experience Management Market Outlook
      • 12.3.1.1. Market Size & Forecast
        • 12.3.1.1.1. By Value
      • 12.3.1.2. Market Share & Forecast
        • 12.3.1.2.1. By Deployment
        • 12.3.1.2.2. By Touchpoint
        • 12.3.1.2.3. By End-User
    • 12.3.2. India Customer Experience Management Market Outlook
      • 12.3.2.1. Market Size & Forecast
        • 12.3.2.1.1. By Value
      • 12.3.2.2. Market Share & Forecast
        • 12.3.2.2.1. By Deployment
        • 12.3.2.2.2. By Touchpoint
        • 12.3.2.2.3. By End-User
    • 12.3.3. Japan Customer Experience Management Market Outlook
      • 12.3.3.1. Market Size & Forecast
        • 12.3.3.1.1. By Value
      • 12.3.3.2. Market Share & Forecast
        • 12.3.3.2.1. By Deployment
        • 12.3.3.2.2. By Touchpoint
        • 12.3.3.2.3. By End-User
    • 12.3.4. South Korea Customer Experience Management Market Outlook
      • 12.3.4.1. Market Size & Forecast
        • 12.3.4.1.1. By Value
      • 12.3.4.2. Market Share & Forecast
        • 12.3.4.2.1. By Deployment
        • 12.3.4.2.2. By Touchpoint
        • 12.3.4.2.3. By End-User
    • 12.3.5. Australia Customer Experience Management Market Outlook
      • 12.3.5.1. Market Size & Forecast
        • 12.3.5.1.1. By Value
      • 12.3.5.2. Market Share & Forecast
        • 12.3.5.2.1. By Deployment
        • 12.3.5.2.2. By Touchpoint
        • 12.3.5.2.3. By End-User
    • 12.3.6. Thailand Customer Experience Management Market Outlook
      • 12.3.6.1. Market Size & Forecast
        • 12.3.6.1.1. By Value
      • 12.3.6.2. Market Share & Forecast
        • 12.3.6.2.1. By Deployment
        • 12.3.6.2.2. By Touchpoint
        • 12.3.6.2.3. By End-User
    • 12.3.7. Malaysia Customer Experience Management Market Outlook
      • 12.3.7.1. Market Size & Forecast
        • 12.3.7.1.1. By Value
      • 12.3.7.2. Market Share & Forecast
        • 12.3.7.2.1. By Deployment
        • 12.3.7.2.2. By Touchpoint
        • 12.3.7.2.3. By End-User

13. Market Dynamics

  • 13.1. Drivers
  • 13.2. Challenges

14. Market Trends and Developments

15. Company Profiles

  • 15.1. Adobe Inc.
    • 15.1.1. Business Overview
    • 15.1.2. Key Revenue and Financials
    • 15.1.3. Recent Developments
    • 15.1.4. Key Personnel/Key Contact Person
    • 15.1.5. Key Product/Services Offered
  • 15.2. Oracle Corporation
    • 15.2.1. Business Overview
    • 15.2.2. Key Revenue and Financials
    • 15.2.3. Recent Developments
    • 15.2.4. Key Personnel/Key Contact Person
    • 15.2.5. Key Product/Services Offered
  • 15.3. SAP SE
    • 15.3.1. Business Overview
    • 15.3.2. Key Revenue and Financials
    • 15.3.3. Recent Developments
    • 15.3.4. Key Personnel/Key Contact Person
    • 15.3.5. Key Product/Services Offered
  • 15.4. IBM Corporation
    • 15.4.1. Business Overview
    • 15.4.2. Key Revenue and Financials
    • 15.4.3. Recent Developments
    • 15.4.4. Key Personnel/Key Contact Person
    • 15.4.5. Key Product/Services Offered
  • 15.5. Avaya LLC
    • 15.5.1. Business Overview
    • 15.5.2. Key Revenue and Financials
    • 15.5.3. Recent Developments
    • 15.5.4. Key Personnel/Key Contact Person
    • 15.5.5. Key Product/Services Offered
  • 15.6. Verint Systems Inc.
    • 15.6.1. Business Overview
    • 15.6.2. Key Revenue and Financials
    • 15.6.3. Recent Developments
    • 15.6.4. Key Personnel/Key Contact Person
    • 15.6.5. Key Product/Services Offered
  • 15.7. Tech Mahindra Limited
    • 15.7.1. Business Overview
    • 15.7.2. Key Revenue and Financials
    • 15.7.3. Recent Developments
    • 15.7.4. Key Personnel/Key Contact Person
    • 15.7.5. Key Product/Services Offered
  • 15.8. Open Text Corporation
    • 15.8.1. Business Overview
    • 15.8.2. Key Revenue and Financials
    • 15.8.3. Recent Developments
    • 15.8.4. Key Personnel/Key Contact Person
    • 15.8.5. Key Product/Services Offered
  • 15.9. Zendesk, Inc.
    • 15.9.1. Business Overview
    • 15.9.2. Key Revenue and Financials
    • 15.9.3. Recent Developments
    • 15.9.4. Key Personnel/Key Contact Person
    • 15.9.5. Key Product/Services Offered
  • 15.10. Twilio Inc.
    • 15.10.1. Business Overview
    • 15.10.2. Key Revenue and Financials
    • 15.10.3. Recent Developments
    • 15.10.4. Key Personnel/Key Contact Person
    • 15.10.5. Key Product/Services Offered

16. Strategic Recommendations

17. About Us & Disclaimer