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カスタマーエクスペリエンス管理市場ー業界洞察、主要プレーヤー・企業別、成長機会別、最新傾向別、開発別、主要な成長ドライバー別、主要な課題別によってセグメンテーション、予測 2022年


[ 英語タイトル ] Customer Experience Management Market by Touch Point (Company Website, Branch/Store, Web, Call Center), Vertical (IT Communication Service Provider, BFSI, Healthcare, Manufacturing, Travel & Hospitality), and Region - Global Forecast to 2022


Product Code : MNMICT00108994
Survey : MarketsandMarkets
Publish On : July, 2021
Category : ICT and Telecom
Study Area : Global
Report format : PDF
Sales price option (consumption tax not included)
Single User USD7150 / Question Form
5 User USD8500 / Question Form
Enterprise User USD11000 / Question Form

[Report Description]

The customer experience management market is projected to grow at a CAGR of 23.1% between 2017 and 2022
The customer experience management market is projected to grow from an estimated USD 5.98 billion in 2017 to USD 16.91 billion by 2022, at a CAGR of 23.1% during the forecast period, 2017 to 2022. The increase in demand for customer digital experience and use of e-commerce platform has led to the increased demand and adoption of customer experience management solutions which have helped streamline businesses and operational processes, thereby fueling the growth of the customer experience management market. However, data synchronization between customer experience management solutions and other technologies within organizations is restraining the growth of the customer experience management market.
Based on touchpoint, the call center segment is estimated to account for the largest share of the customer experience management market in 2017 Based on touchpoint, the call center segment is estimated to account for the largest share of the customer experience management market in 2017. Call centers serve as key business differentiators whereby customers interact with customer care executives about their product usage experience and provide first-hand experience.
Based on vertical, the telecommunication service providers segment is estimated to account for the largest share of the customer experience management market in 2017
Based on vertical, the telecommunication service providers segment is estimated to account for the largest share of the customer experience management market in 2017. Telecom service providers are reaching out to subscribers through websites, call centers, social media, their applications, and others to judge the experience of the product offered. The telecom sector is a mature market place, where the pressing value proposition is customer loyalty.
North America is estimated to account for the largest share of the customer experience management market in 2017
The customer experience management market has been studied for North America, Asia Pacific (APAC), Europe, the Middle East & Africa (MEA), and Latin America. North America is estimated to lead the customer experience management market in 2017. An increase in the number of mobile users and rise in the demand for customer experience management solutions by industries are driving the growth of the North America customer experience management market. The high adoption of customer experience management solutions in this region is due to the availability of advanced IT infrastructure and proficient technical expertise, which are some of the key factors expected to fuel the growth of the customer experience management market in North America.
In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with key executives. The break-up of profiles of primary participants is given below:

• By Company Type: Tier 1: 70%, Tier 2: 20%, and Tier 3: 10%
• By Designation: C-level: 23%, Director level: 63%, and Others: 14%
• By Region: North America: 70%, Europe: 20%, and Asia Pacific: 10%
Key vendors profiled in the report are as follows:
1. Adobe Systems (US)
2. Oracle (US)
3. IBM (US)
4. Avaya (US)
5. NICE Systems (Israel)
6. Nokia (Finland)
7. OpenText (Canada)
8. Tech Mahindra (India)
9. Verint Systems (US)
10. MaritzCX (US)


Research Coverage:
This study provides a detailed segmentation of the customer experience management market on the basis of touchpoint, vertical, and region. Based on touchpoint, the customer experience management market has been segmented into company website, branch/store, web, call center, mobile, social media, email, and others. Based on vertical, the customer experience management market is segmented into IT communication service providers; telecommunication service providers; banking, financial services and insurance; consumer goods & retail; healthcare; automotive & transportation; travel & hospitality; public sector, energy & utilities; media & entertainment; manufacturing, and others. Geographic analysis has been carried out for North America, Europe, Asia Pacific (APAC), Middle East & Africa (MEA), and Latin America.
Key Benefits of Buying the Report:

The report will help market leaders and new entrants in the customer experience management market in the following ways:
The report will help market leaders/new entrants in this market by providing them the closest approximations of revenues of the customer experience management market and its subsegments. This report will also help stakeholders better understand the competitor landscape, gain more insights to better the positions of their businesses, and implement suitable go-to-market strategies. The report will help stakeholders understand the pulse of the market and provide them with information on key market drivers, restraints, challenges, and opportunities.

TABLE OF CONTENTS

1 INTRODUCTION 13
1.1 OBJECTIVES OF THE STUDY 13
1.2 MARKET DEFINITION 13
1.3 MARKET SCOPE 14
1.3.1 MARKET SEGMENTATION 14
1.3.2 YEARS CONSIDERED FOR THE STUDY 15
1.4 CURRENCY 15
1.5 STAKEHOLDERS 15
2 RESEARCH METHODOLOGY 16
2.1 RESEARCH DATA 16
2.1.1 SECONDARY DATA 17
2.1.2 PRIMARY DATA 17
2.1.2.1 Breakdown of primaries 17
2.1.2.2 Key industry insights 18
2.2 MARKET SIZE ESTIMATION 19
2.3 RESEARCH ASSUMPTIONS 21
2.4 LIMITATIONS 22
3 EXECUTIVE SUMMARY 23
4 PREMIUM INSIGHTS 26
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 26
4.2 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 27
4.3 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT 28
4.4 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 28
5 MARKET OVERVIEW 29
5.1 INTRODUCTION 29
5.2 EVOLUTION 29
5.3 MARKET DYNAMICS 31
5.3.1 DRIVERS 32
5.3.1.1 Need for effective customer accessibility throughout the customer journey 32
5.3.1.2 Increasing adoption of customer experience management solutions to reduce customer churn rate 32
5.3.1.3 Rising need for competitive differentiation 32
5.3.1.4 Increasing usage of e-commerce and m-commerce platforms 33
5.3.2 RESTRAINTS 33
5.3.2.1 Data synchronization between customer experience management solutions and other technologies 33
5.3.2.2 Personalized expectations of customers 33
5.3.3 OPPORTUNITIES 34
5.3.3.1 Major focus on virtual touchpoints 34
5.3.3.2 Integral part of the digital market 34
5.3.3.3 Rise in demand for employee engagement solutions 34
5.3.4 CHALLENGES 35
5.3.4.1 Choosing the proper mix of technology and personnel 35
5.4 CASE STUDIES 35
5.4.1 CASE STUDY #1: ICICI BANK TRANSFORMS ITS CUSTOMER EXPERIENCE WITH GENESYS 35
5.4.2 CASE STUDY #2: SAFARICOM USES NOKIA CUSTOMER EXPERIENCE MANAGEMENT ON DEMAND 36
5.4.3 CASE STUDY #3: SCHWAN’S COMPANY USES ORACLE CROSS-CHANNEL MARKETING 36
6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT 37
6.1 INTRODUCTION 38
6.2 COMPANY WEBSITE 39
6.3 BRANCH/STORE 40
6.4 WEB 42
6.5 CALL CENTER 43
6.6 MOBILE 44
6.7 SOCIAL MEDIA 46
6.8 EMAIL 47
6.9 OTHERS 49
7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 50
7.1 INTRODUCTION 51
7.2 IT COMMUNICATION SERVICE PROVIDERS 52
7.3 TELECOMMUNICATION SERVICE PROVIDERS 52
7.4 PUBLIC SECTOR, ENERGY & UTILITIES 53
7.5 BANKING, FINANCIAL SERVICES & INSURANCE 54
7.6 HEALTHCARE 54
7.7 AUTOMOTIVE & TRANSPORTATION 55
7.8 CONSUMER GOODS & RETAIL 56
7.9 MEDIA & ENTERTAINMENT 56
7.10 TRAVEL & HOSPITALITY 57
7.11 MANUFACTURING 58
7.12 OTHERS 59
8 REGIONAL ANALYSIS 60
8.1 INTRODUCTION 61
8.2 NORTH AMERICA 63
8.3 EUROPE 71
8.4 ASIA PACIFIC 73
8.5 MIDDLE EAST & AFRICA 81
8.6 LATIN AMERICA 83
9 COMPETITIVE LANDSCAPE 85
9.1 OVERVIEW 85
9.2 COMPETITIVE SITUATIONS AND TRENDS 86
9.2.1 NEW PRODUCT LAUNCHES 87
9.2.2 EXPANSIONS 89
9.2.3 MERGERS & ACQUISITIONS 90
9.2.4 AGREEMENTS, PARTNERSHIPS, CONTRACTS, COLLABORATIONS 94
9.3 MARKET RANKING, BY KEY PLAYER 104
10 COMPANY PROFILES 105
(Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View)*
10.1 ADOBE SYSTEMS 105
10.2 ORACLE 110
10.3 IBM 114
10.4 AVAYA 118
10.5 NICE SYSTEMS 121
10.6 NOKIA 125
10.7 OPENTEXT 128
10.8 TECH MAHINDRA 132
10.9 VERINT SYSTEMS 134
10.10 MARITZCX 137
10.11 MEDALLIA 140
10.12 QUALTRICS 143
10.13 INMOMENT 146
10.14 KEY INNOVATORS 148
*Details on Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.


11 APPENDIX 150
11.1 INDUSTRY EXPERTS 150
11.2 DISCUSSION GUIDE 151
11.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 154
11.4 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE 156
11.5 AVAILABLE CUSTOMIZATIONS 158
11.6 RELATED REPORTS 158
11.7 AUTHOR DETAILS 159

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