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

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Date: 07-Nov-2017
No. of pages: 159
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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 touch point, the call center segment is estimated to account for the largest share of the customer experience management market in 2017 Based on touch point, 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 marketin2017
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 sub segments 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:


  • Adobe Systems (US)

  • Oracle (US)

  • IBM (US)

  • Avaya (US)

  • NICE Systems (Israel)

  • Nokia (Finland)

  • OpenText (Canada)

  • Tech Mahindra (India)

  • Verint Systems (US)

  • MaritzCX (US)



Research Coverage:

This study provides a detailed segmentation of the customer experience management market on the basis of touch point, vertical, and region. Based on touch point, 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 sub segments. 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.

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

Table of Contents

1 Introduction
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.3.1 Market Segmentation
1.3.2 Years Considered for the Study
1.4 Currency
1.5 Stakeholders

2 Research Methodology
2.1 Research Data
2.1.1 Secondary Data
2.1.2 Primary Data
2.1.2.1 Breakdown of Primaries
2.1.2.2 Key Industry Insights
2.2 Market Size Estimation
2.3 Research Assumptions
2.4 Limitations

3 Executive Summary

4 Premium Insights
4.1 Attractive Market Opportunities in the Market
4.2 North America: Market By Vertical
4.3 Europe: Market By Touchpoint
4.4 Customer Experience Management Market, By Region

5 Market Overview
5.1 Introduction
5.2 Evolution
5.3 Market Dynamics
5.3.1 Drivers
5.3.1.1 Need for Effective Customer Accessibility Throughout the Customer Journey
5.3.1.2 Increasing Adoption of Customer Experience Management Solutions to Reduce Customer Churn Rate
5.3.1.3 Rising Need for Competitive Differentiation
5.3.1.4 Increasing Usage of E-Commerce and M-Commerce Platforms
5.3.2 Restraints
5.3.2.1 Data Synchronization Between Customer Experience Management Solutions and Other Technologies
5.3.2.2 Personalized Expectations of Customers
5.3.3 Opportunities
5.3.3.1 Major Focus on Virtual Touchpoints
5.3.3.2 Integral Part of the Digital Market
5.3.3.3 Rise in Demand for Employee Engagement Solutions
5.3.4 Challenges
5.3.4.1 Choosing the Proper Mix of Technology and Personnel
5.4 Case Studies
5.4.1 Case Study #1: ICICI Bank Transforms Its Customer Experience With Genesys
5.4.2 Case Study #2: Safaricom Uses Nokia Customer Experience Management on Demand
5.4.3 Case Study #3: Schwan’s Company Uses Oracle Cross-Channel Marketing

6 Customer Experience Management Market, By Touchpoint
6.1 Introduction
6.2 Company Website
6.3 Branch/Store
6.4 Web
6.5 Call Center
6.6 Mobile
6.7 Social Media
6.8 Email
6.9 Others

7 Customer Experience Management Market, By Vertical
7.1 Introduction
7.2 IT Communication Service Providers
7.3 Telecommunication Service Providers
7.4 Public Sector, Energy & Utilities
7.5 Banking, Financial Services & Insurance
7.6 Healthcare
7.7 Automotive & Transportation
7.8 Consumer Goods & Retail
7.9 Media & Entertainment
7.10 Travel & Hospitality
7.11 Manufacturing
7.12 Others

8 Regional Analysis
8.1 Introduction
8.2 North America
8.3 Europe
8.4 Asia Pacific
8.5 Middle East & Africa
8.6 Latin America

9 Competitive Landscape
9.1 Overview
9.2 Competitive Situations and Trends
9.2.1 New Product Launches
9.2.2 Expansions
9.2.3 Mergers & Acquisitions
9.2.4 Agreements, Partnerships, Contracts, Collaborations
9.3 Market Ranking, By Key Player

10 Company Profiles
(Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View)*
10.1 Adobe Systems
10.2 Oracle
10.3 IBM
10.4 Avaya
10.5 Nice Systems
10.6 Nokia
10.7 Opentext
10.8 Tech Mahindra
10.9 Verint Systems
10.10 Maritzcx
10.11 Medallia
10.12 Qualtrics
10.13 Inmoment
10.14 Key Innovators

*Details on Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View Might Not Be Captured in Case of Unlisted Companies.

11 Appendix
11.1 Industry Experts
11.2 Discussion Guide
11.3 Knowledge Store: Marketsandmarkets’ Subscription Portal
11.4 Introducing RT: Real-Time Market Intelligence
11.5 Available Customizations
11.6 Related Reports
11.7 Author Details

List of Tables

Table 1 USD Exchange Rate, 2014 - 2016
Table 2 Customer Experience Management Market Size, By Touchpoint, 2015–2022 (USD Million)
Table 3 Company Website: Market Size, By Region, 2015–2022 (USD Million)
Table 4 Company Website: Market Size, By Vertical, 2015–2022 (USD Million)
Table 5 Branch/Store: Market Size, By Region, 2015–2022 (USD Million)
Table 6 Branch/Store: Market Size, By Vertical, 2015–2022 (USD Million)
Table 7 Web: Market Size, By Region, 2015–2022 (USD Million)
Table 8 Web: Market Size, By Vertical, 2015–2022 (USD Million)
Table 9 Call Center: Market Size, By Region, 2015–2022 (USD Million)
Table 10 Call Center: Market Size, By Vertical, 2015–2022 (USD Million)
Table 11 Mobile: Market Size, By Region, 2015–2022 (USD Million)
Table 12 Mobile: Market Size, By Vertical, 2015–2022 (USD Million)
Table 13 Social Media: Market Size, By Region, 2015–2022 (USD Million)
Table 14 Social Media: Market Size, By Vertical, 2015–2022 (USD Million)
Table 15 Email: Market Size, By Region, 2015–2022 (USD Million)
Table 16 Email: Market Size, By Vertical, 2015–2022 (USD Million)
Table 17 Others: Market Size, By Region, 2015–2022 (USD Million)
Table 18 Others: Market Size, By Vertical, 2015–2022 (USD Million)
Table 19 Customer Experience Management Market Size, By Vertical, 2015–2022 (USD Million)
Table 20 IT Communication Service Providers: Market Size, By Region, 2015–2022 (USD Million)
Table 21 Telecommunication Service Providers: Market Size, By Region, 2015–2022 (USD Million)
Table 22 Public Sector, Energy & Utilities: Market Size, By Region, 2015–2022 (USD Million)
Table 23 Banking, Financial Services & Insurance: Market Size, By Region, 2015–2022 (USD Million)
Table 24 Healthcare: Customer Experience Management Market Size, By Region, 2015–2022 (USD Million)
Table 25 Automotive & Transportation: Market Size, By Region, 2015–2022 (USD Million)
Table 26 Consumer Goods & Retail: Market Size, By Region, 2015–20221 (USD Million)
Table 27 Media & Entertainment: Market Size, By Region, 2015–2022 (USD Million)
Table 28 Travel & Hospitality: Market Size, By Region, 2015–2022 (USD Million)
Table 29 Manufacturing: Market Size, By Region, 2015–2022 (USD Million)
Table 30 Others: Market Size, By Region, 2015–2022 (USD Million)
Table 31 Customer Experience Management Market, By Region, 2015–2022 (USD Million)
Table 32 North America Market, By Touchpoint, 2015–2022 (USD Million)
Table 33 North America Market, By Vertical, 2015–2022 (USD Million)
Table 34 North America Market for IT Communication Service Providers, By Touchpoint, 2015–2022 (USD Million)
Table 35 North America Market for Telecommunication Service Providers, By Touchpoint, 2015–2022 (USD Million)
Table 36 North America Market for Public Sector, Energy & Utilities, By Touchpoint, 2015–2022 (USD Million)
Table 37 North America Market for Banking, Financial Services & Insurance, By Touchpoint, 2015–2022 (USD Million)
Table 38 North America Market for Healthcare, By Touchpoint, 2015–2022 (USD Million)
Table 39 North America Market for Automotive & Transportation, By Touchpoint, 2015–2022 (USD Million)
Table 40 North America Market for Consumer Goods & Retail, By Touchpoint, 2015–2022 (USD Million)
Table 41 North America Market for Media & Entertainment, By Touchpoint, 2015–2022(USD Million)
Table 42 North America Market for Travel & Hospitality, By Touchpoint, 2015–2022 (USD Million)
Table 43 North America Market for Manufacturing, By Touchpoint, 2015–2022 (USD Million)
Table 44 North America Market for Other Verticals, By Touchpoint, 2015–2022 (USD Million)
Table 45 Europe Customer Experience Management Market, By Touchpoint, 2015–2022 (USD Million)
Table 46 Europe Market, By Vertical, 2015–2022 (USD Million)
Table 47 Asia Pacific Market, By Touchpoint, 2015–2022 (USD Million)
Table 48 Asia Pacific Market, By Vertical, 2015–2022 (USD Million)
Table 49 Asia Pacific Market for IT Communication Service Providers, By Touchpoint, 2015–2022 (USD Million)
Table 50 Asia Pacific Market for Telecommunication Service Providers, By Touchpoint, 2015–2022 (USD Million)
Table 51 Asia Pacific Market for Public Sector, Energy & Utilities, By Touchpoint, 2015–2022 (USD Million)
Table 52 Asia Pacific Market for Banking, Financial Services & Insurance, By Touchpoint, 2015–2022 (USD Million)
Table 53 Asia Pacific Market for Healthcare, By Touchpoint, 2015–2022 (USD Million)
Table 54 Asia Pacific Market for Automotive & Transportation, By Touchpoint, 2015–2022 (USD Million)
Table 55 Asia Pacific Market for Consumer Goods & Retail, By Touchpoint, 2015–2022 (USD Million)
Table 56 Asia Pacific Market for Media & Entertainment, By Touchpoint, 2015–2022 (USD Million)
Table 57 Asia Pacific Market for Travel & Hospitality, By Touchpoint, 2015–2022 (USD Million)
Table 58 Asia Pacific Market for Manufacturing, By Touchpoint, 2015–2022 (USD Million)
Table 59 Asia Pacific Customer Experience Management Market for Others, By Touchpoint, 2015–2022 (USD Million)
Table 60 Middle East & Africa Market, By Touchpoint, 2015–2022 (USD Million)
Table 61 Middle East & Africa Market, By Vertical, 2015–2022 (USD Million)
Table 62 Latin America Market, By Touchpoint, 2015–2022 (USD Million)
Table 63 Latin America Market, By Vertical, 2015–2022 (USD Million)
Table 64 New Product Launches, 2014–2017
Table 65 Expansions, 2016–2017
Table 66 Mergers & Acquisitions, 2014–2017
Table 67 Agreements, Partnerships, Contracts, Collaborations, 2014–2017
Table 68 Market Ranking of Key Players, 2017

List of Figures

Figure 1 Customer Experience Management Market: Research Design
Figure 2 Data Triangulation
Figure 3 Market Size Estimation Methodology: Bottom-Up Approach
Figure 4 Market Size Estimation Methodology: Top-Down Approach
Figure 5 Assumption
Figure 6 Market By Touchpoint (2017 vs 2022)
Figure 7 Market By Vertical (2017 vs 2022)
Figure 8 Market By Region (2017 vs 2022)
Figure 9 Growing Need Among Communication Service Providers to Increase Revenue Generation is Expected to Fuel the Growth of the Market
Figure 10 In North America, Travel & Hospitality Segment of the Market is Projected to Grow at the Highest CAGR From 2017 to 2022
Figure 11 In Europe, Mobile Segment of the Customer Experience Management Market is Projected to Grow at the Highest CAGR From 2017 to 2022
Figure 12 The Market in Asia Pacific is Projected to Grow at the Highest CAGR From 2017 to 2022
Figure 13 Advancements in Communication Technology to Be the Major Driving Factor for the Market
Figure 14 Customer Experience Management Market: Drivers, Restraints, Opportunities, and Challenges
Figure 15 Call Center Segment Estimated to Account for Major Share in the Market in 2017
Figure 16 Travel & Hospitality Segment is Projected to Grow at A Higher CAGR During the Forecast Period
Figure 17 North America Estimated to Be the Largest Market for Customer Experience Management in 2017
Figure 18 Customer Experience Management Market in the Asia Pacific Projected to Grow at the Highest CAGR During the Forecast Period
Figure 19 North America Market Snapshot
Figure 20 Asia Pacific Market Snapshot
Figure 21 Companies Adopted New Product Launches and Partnerships, Agreements, Contracts, & Collaborations as the Key Growth Strategies Till 2017
Figure 22 Market Evaluation Framework
Figure 23 Adobe Systems: Company Snapshot
Figure 24 Oracle: Company Snapshot
Figure 25 IBM: Company Snapshot
Figure 26 Avaya: Company Snapshot
Figure 27 Nice Systems: Company Snapshot
Figure 28 Nokia: Company Snapshot
Figure 29 Opentext: Company Snapshot
Figure 30 Tech Mahindra: Company Snapshot
Figure 31 Verint: Company Snapshot

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