Customer Experience Management Market by Offering (Solutions, Services), Touchpoint, Deployment Type, Organization Size, Vertical (Travel & Hospitality, BFSI, Retail, Healthcare, IT & Telecom) and Region - Global Forecast to 2028

Customer Experience Management Market by Offering (Solutions, Services), Touchpoint, Deployment Type, Organization Size, Vertical (Travel & Hospitality, BFSI, Retail, Healthcare, IT & Telecom) and Region - Global Forecast to 2028

Table Of Contents

1 Introduction 29
1.1 Study Objectives 29
1.2 Market Definition 29
1.2.1 Inclusions And Exclusions 30
1.3 Study Scope 30
1.3.1 Market Segmentation 31
1.3.2 Regional Scope 31
1.4 Years Considered 32
1.5 Currency Considered 32
Table 1 Usd Exchange Rates, 2020–2022 32
1.6 Stakeholders 33
1.7 Summary Of Changes 33

2 Research Methodology 34
2.1 Research Data 34
Figure 1 Customer Experience Management Market: Research Design 34
2.1.1 Secondary Data 35
2.1.2 Primary Data 35
2.1.2.1 Breakup Of Primary Participants 35
Figure 2 Breakup Of Profiles Of Primary Participants: By Company Type, Designation, And Region 35
2.2 Data Triangulation 36
2.3 Market Size Estimation 37
2.3.1 Top-Down Approach 37
Figure 3 Customer Experience Management Market Size Estimation: Top-Down Approach (Spending-Side Analysis) 37
2.3.2 Bottom-Up Approach 37
Figure 4 Customer Experience Management Market Size Estimation: Bottom-Up Approach (Supply-Side Analysis) (1/2) 38
Figure 5 Customer Experience Management Market Size Estimation: Bottom-Up Approach (Supply-Side Analysis) (2/2) 38
2.4 Market Forecast 39
Table 2 Factor Analysis 39
2.5 Research Assumptions 40
2.6 Limitations And Risk Assessment 40
2.7 Recession Impact 41
Figure 6 Customer Experience Management Market: Recession Impact 41

3 Executive Summary 42
Figure 7 Customer Experience Management Market, 2021–2028 43
Figure 8 Major Segments In Customer Experience Management Market, 2023 44
Figure 9 Customer Experience Management Market: Regional Share And Key Driving Factors, 2023 44

4 Premium Insights 46
4.1 Attractive Opportunities For Key Players In Customer Experience Management Market 46
Figure 10 Growing Need To Enhance Customer Loyalty To Drive Market 46
4.2 Customer Experience Management Market, By Offering 46
Figure 11 Solutions Segment To Lead Market In 2023 46
4.3 Customer Experience Management Market, By Service 47
Figure 12 Managed Services Segment To Account For Larger Share In 2023 47
4.4 Customer Experience Management Market, By Professional Service 47
Figure 13 Deployment & Integration Services Segment To Account For Largest Share In 2023 47
4.5 Customer Experience Management Market, By Vertical 48
Figure 14 Retail Segment To Lead Market In 2023 48
4.6 Customer Experience Management Market, By Deployment Mode 48
Figure 15 Cloud Segment To Lead Market In 2023 48
4.7 Customer Experience Management Market, By Region 49
Figure 16 Asia Pacific To Grow At Highest Rate During Forecast Period 49
4.8 Asia Pacific: Customer Experience Management Market, By Offering And Key Country 49
Figure 17 Solutions Segment And Australia & New Zealand To Account For Significant Share In 2023 49
4.9 Customer Experience Management Market, By Country 50
Figure 18 India To Register Highest Growth During Forecast Period 50

5 Market Overview And Industry Trends 51
5.1 Introduction 51
5.2 Market Dynamics 52
Figure 19 Customer Experience Management Market: Drivers, Restraints, Opportunities, And Challenges 52
5.2.1 Drivers 53
5.2.1.1 Increased Need To Establish Learning Behavior With Customers 53
5.2.1.2 Demand For Enhanced Customer Satisfaction And Responsiveness 53
5.2.1.3 Need For Companies To Drive Increased Customer Loyalty 53
5.2.1.4 Focus On Establishing Coordination Among Customer Contact Channels And Customer Experience Management Personnel 54
5.2.1.5 Growing Emphasis On Customer Lifetime Value 54
5.2.1.6 Rising Demand For Customer Experience Management Solutions 54
5.2.1.7 Need For Better Customer Engagement Strategy 55
5.2.1.8 Need For Cem Solutions To Reduce Customer Churn Rates 55
5.2.1.9 Need To Maintain Customer Engagement Through Omnichannels 55
5.2.2 Restraints 55
5.2.2.1 Use Of Incomplete Data While Calculating Ce Matrix 55
5.2.2.2 Data Synchronization Complexities 56
5.2.3 Opportunities 56
5.2.3.1 Growth In Collection Of Information Using Single Platform 56
5.2.3.2 Increasing Use Of Insights To Predict Customer Intents 56
5.2.3.3 Increasing Extraction Of Information Extracted From Cem Solutions For Optimal Strategies 56
5.2.4 Challenges 56
5.2.4.1 Lack Of Innovation 56
5.2.4.2 Difficulty In Ensuring Ce Roi 57
5.2.4.3 Concerns Over Data Privacy And Security 57
5.2.4.4 Difficulty In Getting Different Ce Feedback Through Channels 57
5.2.4.5 Lack Of Synchronization In Customer Experience Data Collected From Different Touchpoints Within Various Domains 57
5.3 Industry Trends 58
5.3.1 Value Chain Analysis 58
Figure 20 Customer Experience Management Market: Value Chain Analysis 58
5.3.2 Ecosystem Analysis 59
Table 3 Role Of Players In Market Ecosystem 59
5.3.3 Porter’s Five Forces Model 60
Table 4 Impact Of Porter’s Five Forces On Customer Experience Management Market 60
5.3.3.1 Threat Of New Entrants 60
5.3.3.2 Threat Of Substitutes 60
5.3.3.3 Bargaining Power Of Suppliers 60
5.3.3.4 Bargaining Power Of Buyers 61
5.3.3.5 Intensity Of Competitive Rivalry 61
5.3.4 Technology Analysis 61
5.3.4.1 Big Data And Analytics 61
5.3.4.2 Cloud Computing 61
5.3.4.3 Artificial Intelligence And Machine Learning 62
5.3.4.4 Natural Language Processing 62
5.3.5 Trends/Disruptions Impacting Customers/Buyers 62
Figure 21 Revenue Shift In Customer Experience Management Market 62
5.3.6 Patent Analysis 63
Figure 22 Top 10 Companies With Highest No. Of Patent Applications In Last 3 Years 63
Figure 23 Number Of Patents Granted, 2018–2022 63
5.3.7 Average Selling Price Analysis 64
5.3.8 Use Cases 64
Table 5 Use Case 1: Oracle 64
Table 6 Use Case 2: Oracle 64
Table 7 Use Case 3: Sap 65
Table 8 Use Case 4: Opentext 65
Table 9 Use Case 5: Inmoment 66
Table 10 Use Case 6: Medallia 66
Table 11 Use Case 7: Sitecore 67
Table 12 Use Case 8: Clarabridge 67
Table 13 Use Case 9: Nokia 68
Table 14 Use Case 10: Oracle 68
Table 15 Use Case 11: Opentext 69
5.3.9 Key Conferences And Events In 2023–2024 69
Table 16 List Of Key Conferences And Events, 2023–2024 69
5.3.10 Key Stakeholders And Buying Criteria 70
5.3.10.1 Key Stakeholders In Buying Process 70
Figure 24 Influence Of Stakeholders On Buying Process For Top Three Verticals 70
Table 17 Influence Of Stakeholders On Buying Process For Top Three Verticals 70
5.3.10.2 Buying Criteria 71
Figure 25 Key Buying Criteria For Top Three End Users 71
Table 18 Key Buying Criteria Of Top Three Verticals 71
5.3.11 Regulatory Landscape 72
5.3.11.1 Regulatory Bodies, Government Agencies, And Other Organizations 72
Table 19 North America: List Of Regulatory Bodies, Government Agencies, And Other Organizations 72
Table 20 Europe: List Of Regulatory Bodies, Government Agencies, And Other Organizations 72
Table 21 Asia Pacific: List Of Regulatory Bodies, Government Agencies, And Other Organizations 73
Table 22 Row: List Of Regulatory Bodies, Government Agencies, And Other Organizations 73
5.3.11.2 North America 73
5.3.11.2.1 Us 73
5.3.11.2.2 Canada 74
5.3.11.3 Europe 75
5.3.11.4 Asia Pacific 75
5.3.11.4.1 South Korea 75
5.3.11.4.2 China 75
5.3.11.4.3 India 75
5.3.11.4.4 Japan 75
5.3.11.5 Middle East & Africa 75
5.3.11.5.1 Uae 76
5.3.11.5.2 Ksa 76
5.3.11.6 Latin America 76
5.3.11.6.1 Brazil 76
5.3.11.6.2 Mexico 76
5.3.12 Evolution Of Customer Experience Management Technology 76
5.3.12.1 Manual Interaction (Pre-Digital Era) 76
5.3.12.2 Emergence Of Digital Channels (Late 20th Century) 76
5.3.12.3 Customer Relationship Management (Crm) Systems (1990s–Early 2000s) 76
5.3.12.4 Multichannel Engagement (Mid-2000s–Early 2010s) 76
5.3.12.5 Analytics And Data-Driven Insights (Mid-2010s) 77
5.3.12.6 Omnichannel Experience (Late 2010s) 77
5.3.12.7 Artificial Intelligence And Personalization (Late 2010s–Early 2020s) 77
5.3.12.8 Real-Time Engagement (Early 2020s) 77
5.3.12.9 Predictive And Prescriptive Analytics (Present And Beyond) 77
5.3.13 Future Direction Of Customer Experience Management Market 77
5.3.13.1 Hyper-Personalization 77
5.3.13.2 Predictive Customer Service 77
5.3.13.3 Emotional And Sentimental Analysis 77
5.3.13.4 Seamless Omnichannel Experience 77
5.3.13.5 Voice And Natural Language Interfaces 78
5.3.13.6 Augmented Reality (Ar) And Virtual Reality (Vr) 78
5.3.13.7 Collaborative Customer Experience 78
5.3.13.8 Human-Ai Collaboration 78
5.3.13.9 Data Integration And Unified Customer Profiles 78
5.3.13.10 Ethical Ai And Privacy 78
5.3.14 Impact Of Customer Experience Management On Adjacent Niche Technologies 78
5.3.14.1 Big Data And Analytics 78
5.3.14.2 Augmented Reality (Ar) And Virtual Reality (Vr) 78
5.3.14.3 Chatbots And Natural Language Processing 78
5.3.14.4 Biometric Identification 79
5.3.14.5 Robotics And Automation 79

6 Customer Experience Management Market, By Offering 80
6.1 Introduction 81
Figure 26 Services Segment To Grow At Higher Cagr During Forecast Period 81
Table 23 Customer Experience Management Market, By Offering, 2017–2022 (Usd Million) 81
Table 24 Customer Experience Management Market, By Offering, 2023–2028 (Usd Million) 81
6.2 Solutions 82
6.2.1 Rising Customer Expectation For Tailored Experiences To Fuel Market 82
6.2.2 Solutions: Customer Experience Management Market Drivers 82
Table 25 Solutions: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 82
Table 26 Solutions: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 83
6.2.3 Omnichannel 83
6.2.3.1 Demand For Unified Customer Experience Across All Channels To Propel Market 83
6.2.4 Machine Learning 83
6.2.4.1 Need For Machine Learning's Data-Driven Insights And Personalized Integration To Revolutionize Market 83
6.2.5 Analytics 84
6.2.5.1 Need To Leverage Data Insights For Enhanced Customer Interactions And Informed Decision-Making To Drive Market 84
6.2.6 Workforce Optimization 84
6.2.6.1 Focus On Enhancing Efficiency And Employee-Customer Interactions To Boost Growth 84
6.3 Services 84
6.3.1 Rising Emphasis On Personalized Interaction And Customer Satisfaction To Boost Market 84
6.3.2 Services: Customer Experience Management Market Drivers 85
Figure 27 Managed Services Segment To Register Higher Cagr During Forecast Period 85
Table 27 Customer Experience Management Market, By Service, 2017–2022 (Usd Million) 85
Table 28 Customer Experience Management Market, By Service, 2023–2028 (Usd Million) 86
Table 29 Services: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 86
Table 30 Services: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 86
6.3.3 Professional Services 87
6.3.3.1 Need To Enhance Customer Interaction And Drive Loyalty To Foster Growth 87
Figure 28 Support & Maintenance Segment To Register Highest Cagr During Forecast Period 87
Table 31 Customer Experience Management Market, By Professional Service, 2017–2022 (Usd Million) 87
Table 32 Customer Experience Management Market, By Professional Service, 2023–2028 (Usd Million) 88
Table 33 Professional Services: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 88
Table 34 Professional Services: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 88
6.3.3.2 Deployment & Integration 89
Table 35 Deployment & Integration: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 89
Table 36 Deployment & Integration: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 89
6.3.3.3 Support & Maintenance 90
Table 37 Support & Maintenance: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 90
Table 38 Support & Maintenance: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 90
6.3.3.4 Consulting & Training 91
Table 39 Consulting & Training: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 91
Table 40 Consulting & Training: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 91
6.3.4 Managed Services 92
6.3.4.1 Need To Facilitate Seamless Operations To Drive Market 92
Table 41 Managed Services: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 92
Table 42 Managed Services: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 92

7 Customer Experience Management Market, By Touchpoint 93
7.1 Introduction 93
7.2 Websites 93
7.2.1 Demand For Personalized Interactions And Elevated Customer Satisfaction To Foster Growth 93
7.3 Stores 93
7.3.1 Stores To Facilitate Personalized Interactions And Foster Loyalty 93
7.4 Call Centers 94
7.4.1 Focus On Personalizing Transactions To Drive Market 94
7.5 Mobile Apps 94
7.5.1 Focus On Personalizing Transactions To Drive Market 94
7.6 Social Media 94
7.6.1 Focus On Fostering Real-Time Engagement To Drive Market Expansion 94
7.7 Emails 95
7.7.1 Focus On Fostering Customer Interaction And Engagement To Drive Market Expansion 95
7.8 Virtual Assistants 95
7.8.1 Virtual Assistants To Offer Personalized Interactions And Streamlined Processes 95
7.9 Other Touchpoints 95

8 Customer Experience Management Market, By Deployment Type 96
8.1 Introduction 97
Figure 29 Cloud Segment To Account For Larger Market Size During Forecast Period 97
Table 43 Customer Experience Management Market, By Deployment Type, 2017–2022 (Usd Million) 97
Table 44 Customer Experience Management Market, By Deployment Type, 2023–2028 (Usd Million) 98
8.2 On-Premises 98
8.2.1 Need To Strengthen Localized Control And Data Compliance To Drive Market 98
8.2.2 On-Premises: Customer Experience Management Market Drivers 98
Table 45 On-Premises: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 98
Table 46 On-Premises: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 99
8.3 Cloud 99
8.3.1 Adoption Of Scalable Solutions To Transform Customer Service To Propel Growth 99
8.3.2 Cloud: Customer Experience Management Market Drivers 99
Table 47 Cloud: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 100
Table 48 Cloud: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 100

9 Customer Experience Management Market, By Organization Size 101
9.1 Introduction 102
Figure 30 Large Enterprises To Account For Higher Market Size During Forecast Period 102
Table 49 Customer Experience Management Market, By Organization Size, 2017–2022 (Usd Million) 102
Table 50 Customer Experience Management Market, By Organization Size, 2023–2028 (Usd Million) 102
9.2 Large Enterprises 103
9.2.1 Large Enterprises To Lead Market With Technology, Analytics, And Personalized Interactions For Enhanced Customer Satisfaction And Loyalty 103
9.2.2 Large Enterprises: Customer Experience Management Market Drivers 103
Table 51 Large Enterprises: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 103
Table 52 Large Enterprises: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 104
9.3 Small And Medium-Sized Enterprises 104
9.3.1 Growing Adoption Of Agile Strategies To Strengthen Personalized Interaction To Boost Growth 104
9.3.2 Small And Medium-Sized Enterprises: Customer Experience Management Market Drivers 104
Table 53 Small And Medium-Sized Enterprises: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 105
Table 54 Small And Medium-Sized Enterprises: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 105

10 Customer Experience Management Market, By Vertical 106
10.1 Introduction 107
Figure 31 Healthcare Segment To Grow At Highest Cagr During Forecast Period 107
Table 55 Customer Experience Management Market, By Vertical, 2017–2022 (Usd Million) 108
Table 56 Customer Experience Management Market, By Vertical, 2023–2028 (Usd Million) 108
10.2 It & Telecom 109
10.2.1 Need For Improved Satisfaction And Loyalty In It & Telecom Sector To Drive Market 109
10.2.2 It & Telecom: Customer Experience Management Market Drivers 109
Table 57 It & Telecom: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 110
Table 58 It & Telecom: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 110
10.3 Bfsi 110
10.3.1 Rising Demand To Use Data Insights In Bfsi Sector To Boost Growth 110
10.3.2 Bfsi: Customer Experience Management Market Drivers 111
Table 59 Bfsi: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 111
Table 60 Bfsi: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 112
10.4 Retail 112
10.4.1 Omnichannel Experiences, Personal Interactions, And Streamlined Processes In Retail To Boost Market 112
10.4.2 Retail: Customer Experience Management Market Drivers 113
Table 61 Retail: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 113
Table 62 Retail: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 113
10.5 Healthcare 114
10.5.1 Focus On Improving Patient-Centric Care To Drive Market Expansion 114
10.5.2 Healthcare: Customer Experience Management Market Drivers 114
Table 63 Healthcare: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 115
Table 64 Healthcare: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 115
10.6 Automotive 115
10.6.1 Increasing Innovation And Personalization In Automotive Sector To Foster Growth 115
10.6.2 Automotive: Customer Experience Management Market Drivers 116
Table 65 Automotive: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 116
Table 66 Automotive: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 116
10.7 Travel & Hospitality 117
10.7.1 Rising Adoption Of Tailored Services In Travel & Hospitality Sector To Drive Market 117
10.7.2 Travel & Hospitality: Customer Experience Management Market Drivers 117
Table 67 Travel & Hospitality: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 118
Table 68 Travel & Hospitality: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 118
10.8 Media & Entertainment 118
10.8.1 Need For Immersive Content And Seamless Experiences To Boost Growth 118
10.8.2 Media & Entertainment: Customer Experience Management Market Drivers 119
Table 69 Media & Entertainment: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 119
Table 70 Media & Entertainment: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 119
10.9 Public Sector 120
10.9.1 Focus On Enhancing Digital Services In Public Sector To Lead To Market Expansion 120
10.9.2 Public Sector: Customer Experience Management Market Drivers 120
Table 71 Public Sector: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 120
Table 72 Public Sector: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 121
10.10 Other Verticals 121
Table 73 Other Verticals: Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 121
Table 74 Other Verticals: Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 122

11 Customer Experience Management Market, By Region 123
11.1 Introduction 124
Figure 32 North America To Account For Largest Share During Forecast Period 124
Table 75 Customer Experience Management Market, By Region, 2017–2022 (Usd Million) 125
Table 76 Customer Experience Management Market, By Region, 2023–2028 (Usd Million) 125
Figure 33 Asia Pacific To Grow At Highest Cagr During Forecast Period 125
11.2 North America 126
11.2.1 North America: Customer Experience Management Market Drivers 126
11.2.2 North America: Recession Impact 126
11.2.3 North America: Market Regulations 127
Figure 34 North America: Market Snapshot 127
Table 77 North America: Customer Experience Management Market, By Offering, 2017–2022 (Usd Million) 128
Table 78 North America: Customer Experience Management Market, By Offering, 2023–2028 (Usd Million) 128
Table 79 North America: Customer Experience Management Market, By Service, 2017–2022 (Usd Million) 128
Table 80 North America: Customer Experience Management Market, By Service, 2023–2028 (Usd Million) 128
Table 81 North America: Customer Experience Management Market, By Professional Service, 2017–2022 (Usd Million) 129
Table 82 North America: Customer Experience Management Market, By Professional Service, 2023–2028 (Usd Million) 129
Table 83 North America: Customer Experience Management Market, By Deployment Type, 2017–2022 (Usd Million) 129
Table 84 North America: Customer Experience Management Market, By Deployment Type, 2023–2028 (Usd Million) 129
Table 85 North America: Customer Experience Management Market, By Organization Size, 2017–2022 (Usd Million) 130
Table 86 North America: Customer Experience Management Market, By Organization Size, 2023–2028 (Usd Million) 130
Table 87 North America: Customer Experience Management Market, By Vertical, 2017–2022 (Usd Million) 130
Table 88 North America: Customer Experience Management Market, By Vertical, 2023–2028 (Usd Million) 131
Table 89 North America: Customer Experience Management Market, By Country, 2017–2022 (Usd Million) 131
Table 90 North America: Customer Experience Management Market, By Country, 2023–2028 (Usd Million) 131
11.2.4 Us 132
11.2.4.1 Adoption Of Latest Technologies And Presence Of Major Players To Contribute To Market Growth 132
Table 91 Us: Customer Experience Management Market, By Offering, 2017–2022 (Usd Million) 132
Table 92 Us: Customer Experience Management Market, By Offering, 2023–2028 (Usd Million) 132
Table 93 Us: Customer Experience Management Market, By Service, 2017–2022 (Usd Million) 133
Table 94 Us: Customer Experience Management Market, By Service, 2023–2028 (Usd Million) 133
Table 95 Us: Customer Experience Management Market, By Professional Service, 2017–2022 (Usd Million) 133
Table 96 Us: Customer Experience Management Market, By Professional Service, 2023–2028 (Usd Million) 133
Table 97 Us: Customer Experience Management Market, By Deployment Type, 2017–2022 (Usd Million) 134
Table 98 Us: Customer Experience Management Market, By Deployment Type, 2023–2028 (Usd Million) 134
Table 99 Us: Customer Experience Management Market, By Organization Size, 2017–2022 (Usd Million) 134
Table 100 Us: Customer Experience Management Market, By Organization Size, 2023–2028 (Usd Million) 134
Table 101 Us: Customer Experience Management Market, By Vertical, 2017–2022 (Usd Million) 135
Table 102 Us: Customer Experience Management Market, By Vertical, 2023–2028 (Usd Million) 135
11.2.5 Canada 136
11.2.5.1 Rising Investments In Technology To Boost Adoption Of Cem Solutions 136
Table 103 Canada: Customer Experience Management Market, By Offering, 2017–2022 (Usd Million) 136
Table 104 Canada: Customer Experience Management Market, By Offering, 2023–2028 (Usd Million) 136
Table 105 Canada: Customer Experience Management Market, By Service, 2017–2022 (Usd Million) 137
Table 106 Canada: Customer Experience Management Market, By Service, 2023–2028 (Usd Million) 137
Table 107 Canada: Customer Experience Management Market, By Professional Service, 2017–2022 (Usd Million) 137
Table 108 Canada: Customer Experience Management Market, By Professional Service, 2023–2028 (Usd Million) 137
Table 109 Canada: Customer Experience Management Market, By Deployment Type, 2017–2022 (Usd Million) 138
Table 110 Canada: Customer Experience Management Market, By Deployment Type, 2023–2028 (Usd Million) 138
Table 111 Canada: Customer Experience Management Market, By Organization Size, 2017–2022 (Usd Million) 138
Table 112 Canada: Customer Experience Management Market, By Organization Size, 2023–2028 (Usd Million) 138
Table 113 Canada: Customer Experience Management Market, By Vertical, 2017–2022 (Usd Million) 139
Table 114 Canada: Customer Experience Management Market, By Vertical, 2023–2028 (Usd Million) 139
11.3 Europe 140
11.3.1 Europe: Customer Experience Management Market Drivers 140
11.3.2 Europe: Recession Impact 140
11.3.3 Europe: Market Regulations 141
Table 115 Europe: Customer Experience Management Market, By Offering, 2017–2022 (Usd Million) 141
Table 116 Europe: Customer Experience Management Market, By Offering, 2023–2028 (Usd Million) 141
Table 117 Europe: Customer Experience Management Market, By Service, 2017–2022 (Usd Million) 142
Table 118 Europe: Customer Experience Management Market, By Service, 2023–2028 (Usd Million) 142
Table 119 Europe: Customer Experience Management Market, By Professional Service, 2017–2022 (Usd Million) 142
Table 120 Europe: Customer Experience Management Market, By Professional Service, 2023–2028 (Usd Million) 142
Table 121 Europe: Customer Experience Management Market, By Deployment Type, 2017–2022 (Usd Million) 143
Table 122 Europe: Customer Experience Management Market, By Deployment Type, 2023–2028 (Usd Million) 143
Table 123 Europe: Customer Experience Management Market, By Organization Size, 2017–2022 (Usd Million) 143
Table 124 Europe: Customer Experience Management Market, By Organization Size, 2023–2028 (Usd Million) 143
Table 125 Europe: Customer Experience Management Market, By Vertical, 2017–2022 (Usd Million) 144
Table 126 Europe: Customer Experience Management Market, By Vertical, 2023–2028 (Usd Million) 144
Table 127 Europe: Customer Experience Management Market, By Country, 2017–2022 (Usd Million) 145
Table 128 Europe: Customer Experience Management Market, By Country, 2023–2028 (Usd Million) 145
11.3.4 Uk 145
11.3.4.1 Need For Businesses To Cater To Changing Customer Demand To Drive Market 145
Table 129 Uk: Customer Experience Management Market, By Offering, 2017–2022 (Usd Million) 146
Table 130 Uk: Customer Experience Management Market, By Offering, 2023–2028 (Usd Million) 146
Table 131 Uk: Customer Experience Management Market, By Service, 2017–2022 (Usd Million) 146
Table 132 Uk: Customer Experience Management Market, By Service, 2023–2028 (Usd Million) 146
Table 133 Uk: Customer Experience Management Market, By Professional Service, 2017–2022 (Usd Million) 147
Table 134 Uk: Customer Experience Management Market, By Professional Service, 2023–2028 (Usd Million) 147
Table 135 Uk: Customer Experience Management Market, By Deployment Type, 2017–2022 (Usd Million) 147
Table 136 Uk: Customer Experience Management Market, By Deployment Type, 2023–2028 (Usd Million) 147
Table 137 Uk: Customer Experience Management Market, By Organization Size, 2017–2022 (Usd Million) 148
Table 138 Uk: Customer Experience Management Market, By Organization Size, 2023–2028 (Usd Million) 148
Table 139 Uk: Customer Experience Management Market, By Vertical, 2017–2022 (Usd Million) 148
Table 140 Uk: Customer Experience Management Market, By Vertical, 2023–2028 (Usd Million) 149
11.3.5 Germany 149
11.3.5.1 Increasing Presence Of Companies Offering Digital Customer Experience Management Solutions To Propel Growth 149
11.3.6 France 149
11.3.6.1 Rising Digital Transformation To Lead To Adoption Of Customer Experience Management Services 149
11.3.7 Italy 150
11.3.7.1 Growing Digitalization And Tailored Customer Interactions To Propel Market 150
11.3.8 Spain 150
11.3.8.1 Integration Of Advanced Technology And Customer-Centric Strategies To Drive Market Growth 150
11.3.9 Rest Of Europe 150
11.4 Asia Pacific 150
11.4.1 Asia Pacific: Customer Experience Management Market Drivers 151
11.4.2 Asia Pacific: Recession Impact 151
11.4.3 Asia Pacific: Market Regulations 151
Figure 35 Asia Pacific: Market Snapshot 152
Table 141 Asia Pacific: Customer Experience Management Market, By Offering, 2017–2022 (Usd Million) 153
Table 142 Asia Pacific: Customer Experience Management Market, By Offering, 2023–2028 (Usd Million) 153
Table 143 Asia Pacific: Customer Experience Management Market, By Service, 2017–2022 (Usd Million) 153
Table 144 Asia Pacific: Customer Experience Management Market, By Service, 2023–2028 (Usd Million) 153
Table 145 Asia Pacific: Customer Experience Management Market, By Professional Service, 2017–2022 (Usd Million) 154
Table 146 Asia Pacific: Customer Experience Management Market, By Professional Service, 2023–2028 (Usd Million) 154
Table 147 Asia Pacific: Customer Experience Management Market, By Deployment Type, 2017–2022 (Usd Million) 154
Table 148 Asia Pacific: Customer Experience Management Market, By Deployment Type, 2023–2028 (Usd Million) 154
Table 149 Asia Pacific: Customer Experience Management Market, By Organization Size, 2017–2022 (Usd Million) 155
Table 150 Asia Pacific: Customer Experience Management Market, By Organization Size, 2023–2028 (Usd Million) 155
Table 151 Asia Pacific: Customer Experience Management Market, By Vertical, 2017–2022 (Usd Million) 155
Table 152 Asia Pacific: Customer Experience Management Market, By Vertical, 2023–2028 (Usd Million) 156
Table 153 Asia Pacific: Customer Experience Management Market, By Country, 2017–2022 (Usd Million) 156
Table 154 Asia Pacific: Customer Experience Management Market, By Country, 2023–2028 (Usd Million) 157
11.4.4 Australia & New Zealand 157
11.4.4.1 Focus Of Businesses On Adopting Customer-Centric Approaches To Drive Market 157
11.4.5 India 157
11.4.5.1 Growing Demand For Enhanced Personalized Experiences To Boost Market Growth 157
11.4.6 China 158
11.4.6.1 Rapid Adoption Of Digital Transformation Solutions And Changing Customer Demands To Drive Market 158
Table 155 China: Customer Experience Management Market, By Offering, 2017–2022 (Usd Million) 158
Table 156 China: Customer Experience Management Market, By Offering, 2023–2028 (Usd Million) 158
Table 157 China: Customer Experience Management Market, By Service, 2017–2022 (Usd Million) 158
Table 158 China: Customer Experience Management Market, By Service, 2023–2028 (Usd Million) 159
Table 159 China: Customer Experience Management Market, By Professional Service, 2017–2022 (Usd Million) 159
Table 160 China: Customer Experience Management Market, By Professional Service, 2023–2028 (Usd Million) 159
Table 161 China: Customer Experience Management Market, By Deployment Type, 2017–2022 (Usd Million) 160
Table 162 China: Customer Experience Management Market, By Deployment Type, 2023–2028 (Usd Million) 160
Table 163 China: Customer Experience Management Market, By Organization Size, 2017–2022 (Usd Million) 160
Table 164 China: Customer Experience Management Market, By Organization Size, 2023–2028 (Usd Million) 160
Table 165 China: Customer Experience Management Market, By Vertical, 2017–2022 (Usd Million) 161
Table 166 China: Customer Experience Management Market, By Vertical, 2023–2028 (Usd Million) 161
11.4.7 Japan 162
11.4.7.1 Strong Commitment Toward Innovation And Promoting Customer-Centric Values To Boost Growth 162
11.4.8 Rest Of Asia Pacific 162
11.5 Middle East & Africa 162
11.5.1 Middle East & Africa: Customer Experience Management Market Drivers 163
11.5.2 Middle East & Africa: Recession Impact 163
11.5.3 Middle East & Africa: Market Regulations 163
Table 167 Middle East & Africa: Customer Experience Management Market, By Offering, 2017–2022 (Usd Million) 164
Table 168 Middle East & Africa: Customer Experience Management Market, By Offering, 2023–2028 (Usd Million) 164
Table 169 Middle East & Africa: Customer Experience Management Market, By Service, 2017–2022 (Usd Million) 164
Table 170 Middle East & Africa: Customer Experience Management Market, By Service, 2023–2028 (Usd Million) 164
Table 171 Middle East & Africa: Customer Experience Management Market, By Professional Service, 2017–2022 (Usd Million) 165
Table 172 Middle East & Africa: Customer Experience Management Market, By Professional Service, 2023–2028 (Usd Million) 165
Table 173 Middle East & Africa: Customer Experience Management Market, By Deployment Type, 2017–2022 (Usd Million) 165
Table 174 Middle East & Africa: Customer Experience Management Market, By Deployment Type, 2023–2028 (Usd Million) 165
Table 175 Middle East & Africa: Customer Experience Management Market, By Organization Size, 2017–2022 (Usd Million) 166
Table 176 Middle East & Africa: Customer Experience Management Market, By Organization Size, 2023–2028 (Usd Million) 166
Table 177 Middle East & Africa: Customer Experience Management Market, By Vertical, 2017–2022 (Usd Million) 166
Table 178 Middle East & Africa: Customer Experience Management Market, By Vertical, 2023–2028 (Usd Million) 167
Table 179 Middle East & Africa: Customer Experience Management Market, By Country, 2017–2022 (Usd Million) 167
Table 180 Middle East & Africa: Customer Experience Management Market, By Country, 2023–2028 (Usd Million) 168
11.5.4 Uae 168
11.5.4.1 Increasing Awareness Regarding Importance Of Advanced Technologies To Drive Market 168
11.5.5 Saudi Arabia 168
11.5.5.1 Fast-Paced Adoption Of Cloud-Based Services To Drive Market 168
11.5.6 South Africa 169
11.5.6.1 Adoption Of Strategic Approaches To Build Differentiated Experiences For Customers To Lead Market 169
11.5.7 Rest Of The Middle East & Africa 169
11.6 Latin America 169
11.6.1 Latin America: Customer Experience Management Market Drivers 169
11.6.2 Latin America: Recession Impact 170
11.6.3 Latin America: Market Regulations 170
Table 181 Latin America: Customer Experience Management Market, By Offering, 2017–2022 (Usd Million) 171
Table 182 Latin America: Customer Experience Management Market, By Offering, 2023–2028 (Usd Million) 171
Table 183 Latin America: Customer Experience Management Market, By Service, 2017–2022 (Usd Million) 171
Table 184 Latin America: Customer Experience Management Market, By Service, 2023–2028 (Usd Million) 171
Table 185 Latin America: Customer Experience Management Market, By Professional Service, 2017–2022 (Usd Million) 172
Table 186 Latin America: Customer Experience Management Market, By Professional Service, 2023–2028 (Usd Million) 172
Table 187 Latin America: Customer Experience Management Market, By Deployment Type, 2017–2022 (Usd Million) 172
Table 188 Latin America: Customer Experience Management Market, By Deployment Type, 2023–2028 (Usd Million) 172
Table 189 Latin America: Customer Experience Management Market, By Organization Size, 2017–2022 (Usd Million) 173
Table 190 Latin America: Customer Experience Management Market, By Organization Size, 2023–2028 (Usd Million) 173
Table 191 Latin America: Customer Experience Management Market, By Vertical, 2017–2022 (Usd Million) 173
Table 192 Latin America: Customer Experience Management Market, By Vertical, 2023–2028 (Usd Million) 174
Table 193 Latin America: Customer Experience Management Market, By Country, 2017–2022 (Usd Million) 174
Table 194 Latin America: Customer Experience Management Market, By Country, 2023–2028 (Usd Million) 174
11.6.4 Brazil 175
11.6.4.1 Growing Presence Of Companies Focusing On Enhancing Customer Experience To Boost Growth 175
11.6.5 Mexico 175
11.6.5.1 Adoption Of Cloud-Based Services By Organizations To Propel Market 175
11.6.6 Rest Of Latin America 175

12 Competitive Landscape 176
12.1 Overview 176
12.2 Strategies Adopted By Key Players 176
Table 195 Overview Of Strategies Adopted By Key Players 176
12.3 Key Market Developments 177
12.3.1 Product Launches 177
Table 196 Customer Experience Management Market: Product Launches, 2019–2023 177
12.3.2 Deals 180
Table 197 Customer Experience Management Market: Deals, 2020–2023 180
12.4 Market Share Analysis For Key Players 182
Table 198 Customer Experience Management Market: Intensity Of Competitive Rivalry 182
Figure 36 Market Share Analysis 183
12.5 Historical Revenue Analysis 184
Figure 37 Historical Revenue Analysis, 2020–2022 184
12.6 Company Evaluation Matrix Overview 184
12.7 Company Evaluation Matrix For Key Players: Methodology And Definitions 184
Table 199 Product Footprint Weightage 184
12.7.1 Stars 185
12.7.2 Emerging Leaders 185
12.7.3 Pervasive Players 185
12.7.4 Participants 185
Figure 38 Company Evaluation Matrix For Key Players, 2023 186
12.8 Company Product Footprint Analysis 187
Table 200 Company Footprint, By Product 187
Table 201 Company Footprint, By Offering 188
Table 202 Company Footprint, By Industry 189
Table 203 Company Footprint, By Region 190
12.9 Company Market Ranking Analysis 191
Figure 39 Ranking Of Key Players In Customer Experience Management Market, 2023 191
12.10 Company Evaluation Matrix For Startups/Smes: Methodology And Definitions 191
Table 204 Company Evaluation Matrix For Startups/Smes 191
12.10.1 Progressive Companies 191
12.10.2 Responsive Companies 192
12.10.3 Dynamic Companies 192
12.10.4 Starting Blocks 192
Figure 40 Company Evaluation Matrix For Startups/Smes, 2023 192

13 Company Profiles 193
(Business Overview, Products Offered, Recent Developments & Mnm View)*
13.1 Major Players 193
13.1.1 Oracle 193
Table 205 Oracle: Business Overview 193
Figure 41 Oracle: Company Snapshot 194
Table 206 Oracle: Products Offered 194
Table 207 Oracle: Product Launches 195
Table 208 Oracle: Deals 196
13.1.2 Adobe 198
Table 209 Adobe: Business Overview 198
Figure 42 Adobe: Company Snapshot 199
Table 210 Adobe: Products Offered 199
Table 211 Adobe: Product Launches 200
Table 212 Adobe: Deals 201
13.1.3 Sap 202
Table 213 Sap: Business Overview 202
Figure 43 Sap: Company Snapshot 203
Table 214 Sap: Products Offered 203
Table 215 Sap: Product Launches 204
Table 216 Sap: Deals 204
13.1.4 Ibm 206
Table 217 Ibm: Business Overview 207
Figure 44 Ibm: Company Snapshot 207
Table 218 Ibm: Products Offered 208
Table 219 Ibm: Product Launches 208
Table 220 Ibm: Deals 209
13.1.5 Avaya 210
Table 221 Avaya: Business Overview 210
Figure 45 Avaya: Company Snapshot 211
Table 222 Avaya: Products Offered 211
Table 223 Avaya: Product Launches 212
Table 224 Avaya: Deals 212
13.1.6 Opentext 214
Table 225 Opentext: Business Overview 214
Figure 46 Opentext: Company Snapshot 215
Table 226 Opentext: Products Offered 215
Table 227 Opentext: Product Launches 216
Table 228 Opentext: Deals 216
13.1.7 Nice 217
Table 229 Nice: Business Overview 217
Figure 47 Nice: Company Snapshot 218
Table 230 Nice: Products Offered 218
Table 231 Nice: Product Launches 219
Table 232 Nice: Deals 219
13.1.8 Sas 220
Table 233 Sas: Business Overview 220
Table 234 Sas: Products Offered 220
Table 235 Sas: Product Launches 221
Table 236 Sas: Deals 221
13.1.9 Verint Systems 222
Table 237 Verint Systems: Business Overview 222
Figure 48 Verint Systems: Company Snapshot 223
Table 238 Verint Systems: Products Offered 223
Table 239 Verint Systems: Product Launches 224
Table 240 Verint Systems: Deals 224
13.1.10 Teradata 225
Table 241 Teradata: Business Overview 225
Figure 49 Teradata: Company Snapshot 226
Table 242 Teradata: Products Offered 226
Table 243 Teradata: Others 227
Table 244 Teradata: Deals 227
13.1.11 Tech Mahindra 228
13.1.12 Nokia 229
13.1.13 Inmoment 229
13.1.14 Zendesk 230
13.1.15 Sitecore 231
13.1.16 Sprinklr 232
13.1.17 Medallia 233
13.2 Startups/Smes 234
13.2.1 Mixpanel 234
13.2.2 Ngdata 235
13.2.3 Algonomy 236
13.2.4 Skyvera 236
13.2.5 Amperity 237
13.2.6 Clarabridge 238
13.2.7 Mindtouch 238
13.2.8 Sogolytics 239
13.2.9 Segment.Io 240
*Details On Business Overview, Products Offered, Recent Developments & Mnm View Might Not Be Captured In Case Of Unlisted Companies.

14 Adjacent And Related Markets 241
14.1 Limitations 241
14.2 Social Media Analytics Market 241
14.2.1 Market Definition 241
14.2.2 Market Overview 241
14.2.3 Social Media Analytics Market, By Component 242
Table 245 Social Media Analytics Market, By Component, 2015–2020 (Usd Million) 242
Table 246 Social Media Analytics Market, By Component, 2021–2026 (Usd Million) 242
14.2.4 Social Media Analytics Market, By Application 242
Table 247 Social Media Analytics Market, By Application, 2015–2020 (Usd Million) 243
Table 248 Social Media Analytics Market, By Application, 2021–2026 (Usd Million) 243
14.2.5 Social Media Analytics Market, By Deployment Mode 243
Table 249 Social Media Analytics Market, By Deployment Mode, 2015–2020 (Usd Million) 244
Table 250 Social Media Analytics Market, By Deployment Mode, 2021–2026 (Usd Million) 244
14.2.6 Social Media Analytics Market, By Organization Size 244
Table 251 Social Media Analytics Market, By Organization Size, 2015–2020 (Usd Million) 244
Table 252 Social Media Analytics Market, By Organization Size, 2021–2026 (Usd Million) 245
14.2.7 Social Media Analytics Market, By Industry Vertical 245
Table 253 Social Media Analytics Market, By Industry Vertical, 2015–2020 (Usd Million) 245
Table 254 Social Media Analytics Market, By Industry Vertical, 2021–2026 (Usd Million) 246
14.2.8 Social Media Analytics Market, By Region 246
Table 255 Social Media Analytics Market, By Region, 2015–2020 (Usd Million) 246
Table 256 Social Media Analytics Market, By Region, 2021–2026 (Usd Million) 247
14.3 Customer Analytics Market 247
14.3.1 Market Definition 247
14.3.2 Market Overview 247
14.3.3 Customer Analytics Market, By Component 247
Table 257 Customer Analytics Market, By Component, 2018–2025 (Usd Million) 248
Table 258 Solutions: Customer Analytics Market, By Type, 2018–2025 (Usd Million) 248
Table 259 Services: Customer Analytics Market, By Type, 2018–2025 (Usd Million) 248
14.3.4 Customer Analytics Market, By Deployment Mode 248
Table 260 Customer Analytics Market, By Deployment Mode, 2018–2025 (Usd Million) 249
14.3.5 Customer Analytics Market, By Organization Size 249
Table 261 Customer Analytics Market, By Organization Size, 2018–2025 (Usd Million) 249
14.3.6 Customer Analytics Market, By Application 249
Table 262 Customer Analytics Market, By Application, 2018–2025 (Usd Million) 250
14.3.7 Customer Analytics Market, By Data Source 250
Table 263 Customer Analytics Market, By Data Source, 2018–2025 (Usd Million) 250
14.3.8 Customer Analytics Market, By Industry Vertical 251
Table 264 Customer Analytics Market, By Industry Vertical, 2018–2025 (Usd Million) 251
14.3.9 Customer Analytics Market, By Region 252
Table 265 Customer Analytics Market, By Region, 2018–2025 (Usd Million) 252

15 Appendix 253
15.1 Discussion Guide 253
15.2 Knowledgestore: Marketsandmarkets’ Subscription Portal 257
15.3 Customization Options 259
15.4 Related Reports 259
15.5 Author Details 260

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