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 2021

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Date: 23-Nov-2016
No. of pages: 135
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“Increasing need to manage customer experience throughout the customer journey is a primary driving factor for the customer experience management market”

The global customer experience management market is projected to grow from USD 5.06 billion in 2016 to USD 13.18 billion by 2021, at a CAGR of 21.1% between 2016 and 2021. The major factors driving the CEM market include increasing need to manage customer experience throughout the customer journey, need of retaining customers, competitive differentiation, and increasing e-commerce and m-commerce. Some of the factors restraining the market growth are complexity in data synchronization and subjective expectations of customers.

“The mobile touch point segment of the CEM market is projected to grow at the highest CAGR during the forecast period”

Among touch points, the mobile segment of the customer experience management market is estimated to grow at the highest CAGR during the forecast period. Mobile phones are being increasingly adopted across all industry verticals as it helps to analyze customer behavior by tracking their activities and collecting feedback. Also, increase in mobile shopping and internet penetration is expected to drive the CEM market for mobile touch point.

“The Asia-Pacific customer experience management market is projected to grow at the highest CAGR during the forecast period”

The Asia-Pacific customer experience management market is expected to witness exponential growth and is projected to grow at the highest CAGR during the forecast period. This growth is mainly attributed to the rapid growth in smartphone adoption and increasing e-commerce and m-commerce. This region has experienced a huge increase in smartphone users and this adoption rate is expected to grow during the forecast period. It has also fueled online mobile shopping and social media usage. Hence, organizations in this region are primarily focusing on increasing customer experience for mobile and social media touch points.

Breakdown of profiles of primaries is represented below:


  • By Company Type: Tier 1- 30%, Tier 2 -40%, and Tier 3-30%

  • By Designation: C-level - 72%, Director-level -14%, and Others -14%

  • By Region: North America- 57%, Europe-14%, Asia-Pacific-29%


Various key vendors profiled in the report are as follows:


  • Adobe Systems Incorporated (U.S.)

  • Oracle Corporation (U.S.)

  • IBM Corporation (U.S.)

  • Nokia Networks (Finland)

  • Tech Mahindra Limited (India)

  • Avaya Inc. (U.S.)

  • SDL PLC (U.K.)

  • SAS Institute Inc. (U.S.)

  • Open Text Corporation (Canada)

  • MedalliaInc. (U.S.)

  • Clarabridge Inc. (U.S.)

  • MaritzCX (U.S.)


Research Coverage:

This study provides detailed segmentation of the customer experience management market on the basis of touch point (company website, branch/store, web, call center, mobile, social media, email, and others), vertical (IT communication service providers; telecommunication service providers; public sector and energy & utilities; banking, financial services & insurance; healthcare; automotive & transportation; consumer goods & retail; media & entertainment; travel & hospitality; manufacturing and others), and region (North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America).

Key Benefits of Buying the Report:

The report will help the market leaders/new entrants in the following ways:


  • This report comprehensively segments the global customer experience management market and provides the closest approximations of the revenue numbers for the overall market and subsegments across different verticals and regions.

  • The report helps stakeholders to understand the pulse of the market and provides them information on key drivers, restraints, challenges, and opportunities in the global customer experience management market.

  • This report helps stakeholders to obtain better understanding of their competitors and gain more insights to enhance their position and business in the global customer experience management market. The competitive landscape section includes new product launches, partnerships, agreements & collaborations, mergers & acquisitions, and expansions undertaken by the key market players.

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 2021

Table of Contents

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

2 Research Methodology
2.1 Research Data
2.1.1 Secondary Data
2.1.1.1 Key Data From Secondary Sources
2.1.2 Primary Data
2.1.2.1 Key Data Taken From Primary Sources
2.1.2.2 Key Industry Insights
2.1.2.3 Breakdown of Primary Interviews
2.2 Market Size Estimation
2.3 Assumptions

3 Executive Summary

4 Premium Insights
4.1 Attractive Market Opportunities in the Market
4.2 Market By Touchpoint
4.3 Customer Experience Management Market
4.4 Market Potential
4.5 Market By Vertical

5 Market Overview
5.1 Introduction
5.2 Evolution
5.3 Market Segmentation
5.3.1 By Touchpoint
5.3.2 By Vertical
5.3.3 By Region
5.4 Market Dynamics
5.4.1 Drivers
5.4.1.1 Need for Consistent Customer Experience Management Throughout Customer Journey
5.4.1.2 Reducing Churn Out Rate of Customers
5.4.1.3 Rising Need of Competitive Differentiation
5.4.1.4 Growing E-Commerce and M-Commerce
5.4.2 Restraints
5.4.2.1 Complexity in Data Synchronization
5.4.2.2 Subjective Expectations of Customers
5.4.3 Opportunities
5.4.3.1 Major Focus on Virtual Touchpoints
5.4.3.2 Integral Part of Digital Market
5.4.4 Challenges
5.4.4.1 Choosing the Right Mix of Technology and Personnel

6 Customer Experience Management Market, By Touchpoint
6.1 Introduction
6.2 Company Website
6.3 Branches/Stores
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 Situation and Trends
9.2.1 New Product Development & Launches
9.2.2 Acquisitions
9.2.3 Agreements, Partnerships & Collaborations

10 Company Profiles
10.1 Introduction
(Overview, Financials, Products & Services, Strategy, and Developments)*
10.2 Adobe Systems Incorporated
10.3 Oracle Corporation
10.4 IBM Corporation
10.5 Nokia Networks
10.6 Avaya, Inc.
10.7 Opentext Corporation
10.8 Tech Mahindra Limited
10.9 SDL PLC
10.10 SAS Institute Inc.
10.11 Medallia Inc
10.12 Satmetrix Systems Inc.
10.13 Clarabridge Inc.
10.14 Maritzcx

*Details on Overview, Financials, Product & Services, Strategy, and Developments Might Not Be Captured in Case of Unlisted Companies.

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

List of Tables

Table 1 Global Customer Experience Management Market Snapshot
Table 2 Market Size, By Touchpoint, 2014–2021 (USD Million)
Table 3 Company Website: Market Size, By Region, 2014–2021 (USD Million)
Table 4 Company Website: Market Size, By Vertical, 2014–2021 (USD Million)
Table 5 Branches/Stores: Market Size, By Region, 2014–2021 (USD Million)
Table 6 Branches/Stores: Market Size, By Vertical, 2014–2021 (USD Million)
Table 7 Web: Market Size, By Region, 2014–2021 (USD Million)
Table 8 Web: Market Size, By Vertical, 2014–2021 (USD Million)
Table 9 Call Center: Market Size, By Region, 2014–2021 (USD Million)
Table 10 Call Center: Market Size, By Vertical, 2014–2021 (USD Million)
Table 11 Mobile: Market Size, By Region, 2014–2021 (USD Million)
Table 12 Mobile: Market Size, By Vertical, 2014–2021 (USD Million)
Table 13 Social Media: Market Size, By Region, 2014–2021 (USD Million)
Table 14 Social Media: Market Size, By Vertical, 2014–2021 (USD Million)
Table 15 Email: Market Size, By Region, 2014–2021 (USD Million)
Table 16 Email: Market Size, By Vertical, 2014–2021 (USD Million)
Table 17 Others: Market Size, By Region, 2014–2021 (USD Million)
Table 18 Others: Market Size, By Vertical, 2014–2021 (USD Million)
Table 19 Customer Experience Management Market Size, By Vertical, 2014–2021 (USD Million)
Table 20 IT Communication Service Providers: Market Size, By Region, 2014–2021 (USD Million)
Table 21 Telecommunication Service Providers: Market Size, By Region, 2014–2021 (USD Million)
Table 22 Public Sector, Energy & Utilities: Market Size, By Region, 2014–2021 (USD Million)
Table 23 Banking, Financial Services & Insurance: Market Size, By Region, 2014–2021 (USD Million)
Table 24 Healthcare: Customer Experience Management Market Size, By Region, 2014–2021 (USD Million)
Table 25 Automotive & Transportation: Market Size, By Region, 2014–2021 (USD Million)
Table 26 Consumer Goods & Retail: Market Size, By Region, 2014–2021 (USD Million)
Table 27 Media & Entertainment: Market Size, By Region, 2014–2021 (USD Million)
Table 28 Travel & Hospitality: Market Size, By Region, 2014–2021 (USD Million)
Table 29 Manufacturing: Market Size, By Region, 2014–2021 (USD Million)
Table 30 Others: Market Size, By Region, 2014–2021 (USD Million)
Table 31 Customer Experience Management Market, By Region, 2016–2021 (USD Million)
Table 32 North America Market, By Touchpoint, 2016–2021 (USD Million)
Table 33 North America Market, By Vertical, 2016–2021 (USD Million)
Table 34 North America Market for IT Communication Service Providers, By Touchpoint, 2016–2021 (USD Million)
Table 35 North America Market for Telecommunication Service Providers, By Touchpoint, 2016–2021 (USD Million)
Table 36 North America Market for Public Sector, Energy & Utilities, By Touchpoint, 2016–2021 (USD Million)
Table 37 North America Market for Banking, Financial Services & Insurance, By Touchpoint, 2016–2021 (USD Million)
Table 38 North America Market for Healthcare, By Touchpoint, 2016–2021 (USD Million)
Table 39 North America Market for Automotive & Transportation, By Touchpoint, 2016–2021 (USD Million)
Table 40 North America Market for Consumer Goods & Retail, By Touchpoint, 2016–2021 (USD Million)
Table 41 North America Market for Media & Entertainment, By Touchpoint, 2016–2021 (USD Million)
Table 42 North America Market for Travel & Hospitality, By Touchpoint, 2016–2021 (USD Million)
Table 43 North America Market for Manufacturing, By Touchpoint, 2016–2021 (USD Million)
Table 44 North America Market for Other Verticals, By Touchpoint, 2016–2021 (USD Million)
Table 45 Europe Customer Experience Management Market, By Touchpoint, 2016–2021 (USD Million)
Table 46 Europe Market, By Vertical, 2016–2021 (USD Million)
Table 47 Asia-Pacific Market, By Touchpoint, 2016–2021 (USD Million)
Table 48 Asia-Pacific Market, By Vertical, 2016–2021 (USD Million)
Table 49 Asia-Pacific Market for IT Communication Service Providers, By Touchpoint, 2016–2021 (USD Million)
Table 50 Asia-Pacific Market for Telecommunication Service Provider, By Touchpoint, 2016–2021 (USD Million)
Table 51 Asia-Pacific Market for Public Sector, Energy & Utilities, By Touchpoint, 2016–2021 (USD Million)
Table 52 Asia-Pacific Market for Banking, Financial Services & Insurance, By Touchpoint, 2016–2021 (USD Million)
Table 53 Asia-Pacific Market for Healthcare, By Touchpoint, 2016–2021 (USD Million)
Table 54 Asia-Pacific Market for Automotive & Transportation, By Touchpoint, 2016–2021 (USD Million)
Table 55 Asia-Pacific Market for Consumer Goods & Retail, By Touchpoint, 2016–2021 (USD Million)
Table 56 Asia-Pacific Market for Media & Entertainment, By Touchpoint, 2016–2021 (USD Million)
Table 57 Asia-Pacific Market for Travel & Hospitality, By Touchpoint, 2016–2021 (USD Million)
Table 58 Asia-Pacific Market for Manufacturing, By Touchpoint, 2016–2021 (USD Million)
Table 59 Asia-Pacific Market for Other Verticals, By Touchpoint, 2016–2021 (USD Million)
Table 60 Middle East & Africa Market, By Touchpoint, 2016–2021 (USD Million)
Table 61 Middle East & Africa Market, By Vertical, 2016–2021 (USD Million)
Table 62 Latin America Market, By Touchpoint, 2016–2021 (USD Million)
Table 63 Latin America Customer Experience Management Market, By Vertical, 2016–2021 (USD Million)
Table 64 Market Developments Between 2013 and 2016
Table 65 New Product Development & Launches, 2014-2016
Table 66 Acquisitions, 2013-2016
Table 67 Agreements, Partnerships & Collaborations, 2015-2016
Table 68 New Product Launches/Developments, 2015-2016
Table 69 Acquisitions, 2015 and 2016
Table 70 Partnerships, Collaborations & Agreements, 2015

List of Figures

Figure 1 Research Design
Figure 2 Market Size Estimation Methodology: Bottom-Up Approach
Figure 3 Market Size Estimation Methodology: Top-Down Approach
Figure 4 Data Triangulation
Figure 5 Mobile Touchpoint Segment Projected to Lead the Global Market During the Forecast Period
Figure 6 IT Communication Service Providers Vertical Projected to Be the Largest Segment During the Forecast Period
Figure 7 North America to Account for the Largest Share of Customer Experience Management Market in 2016
Figure 8 Increasing Focus on Managing End to End Customer Journey Propelling the Growth of Customer Experience Management Market
Figure 9 Mobile Touchpoint Segment Projected to Be the Fastest Growing Touch Point During the Forecast Period
Figure 10 North America Region to Dominate the Customer Experience Management Market During the Forecast Period
Figure 11 Asia-Pacific CEM Market to Grow at the Highest CAGR During the Forecast Period
Figure 12 Manufacturing Vertical Projected to Be the Fastest-Growing Vertical During the Forecast Period
Figure 13 Advancements in Communication Technology are the Major Driving Factors for Customer Experience Management Market
Figure 14 Market Segmentation: By Touchpoint
Figure 15 Market Segmentation: By Vertical
Figure 16 Market Segmentation: By Region
Figure 17 Market Drivers, Restraints, Opportunities, and Challenges
Figure 18 Call Center Segment to Dominate the Market in 2016
Figure 19 Telecommunication Service Provider Segment Projected to Dominate the Customer Experience Management Market in 2016
Figure 20 North America Estimated to Be the Largest Market for Customer Experience Management Market in 2016
Figure 21 Customer Experience Management Market in Asia-Pacific Projected to Grow at the Highest CAGR During the Forecast Period
Figure 22 North America Market Snapshot
Figure 23 Asia-Pacific Market Snapshot
Figure 24 Companies Adopted New Product Launches, Acquisitions, and Partnerships/Agreements/Collaborations as the Key Growth Strategies From 2013-2016
Figure 25 Battle for Market Share: Acquisitions and Partnerships, Collaborations & Agreements and are the Key Strategies
Figure 26 Regional Revenue Mix of Top Five Market Players
Figure 27 Adobe Systems Incorporated: Company Snapshot
Figure 28 Adobe Systems Incorporated: SWOT Analysis
Figure 29 Oracle Corporation: Company Snapshot
Figure 30 Oracle Corporation: SWOT Analysis
Figure 31 IBM Corporation: Company Snapshot
Figure 32 IBM: SWOT Analysis
Figure 33 Nokia Networks: Company Snapshot
Figure 34 Nokia Networks: SWOT Analysis
Figure 35 Avaya Inc: Company Snapshot
Figure 36 Avaya Inc: SWOT Analysis

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