カスタマーエクスペリエンス管理の市場規模、シェア、動向分析レポート：分析ツール別、タッチポイントタイプ別、展開別、組織規模別、最終用途別、地域別、セグメント予測、2024年～2030年

カスタマーエクスペリエンス管理市場の成長と動向：

Grand View Research, Inc.の最新レポートによると、世界のカスタマーエクスペリエンス管理の市場規模は、2024年から2030年にかけて15.8%のCAGRを記録し、2030年までに328億7,000万米ドルに達する見込みです。

カスタマーエクスペリエンス管理（CEM）ソリューションは、多様な業界で広く人気を集めています。ビジネスがより顧客中心になるにつれ、市場は予測期間中に急成長を遂げることが予想されます。顧客サービスの超パーソナライゼーション、AIと自動化の利用、さまざまな顧客価値モデルなどの継続的な動向が、成長を後押しする主要な属性です。さらに、堅牢なソーシャルメディアカスタマーサービスを実装することで、コスト削減、応答時間の増加、顧客満足度の向上、業界全体におけるCEMプラットフォームの採用が増加します。こうして業界の成長を促進します。

ビデオ会議によって促進される在宅勤務がより一般的になるにつれ、顧客と従業員のエクスペリエンスのデジタル・トランスフォーメーションが成長に不可欠となります。リモートワークは、従業員満足度（E-SAT）の向上につながり、それが総合的な顧客満足度（C-SAT）の向上につながります。リモートワークにより、組織は世界中から優秀な人材を採用することができ、ローカルとグローバルの両方のカスタマーエクスペリエンスを向上させることができます。カスタマーエクスペリエンスの範囲をオンショア／ニアショアに維持したい組織は、オフショアのみのモデルではなく、正しい在宅勤務モデルから利益を得ることができると考えています。こうした動きは、業界の成長をさらに促進すると思われます。

企業は、顧客へのリーチを広げ、エンドユーザー体験を向上させるために、新たなビジネスモデルを導入しています。組織はまた、変化する顧客の期待や市場の状況に適応する能力の向上にも取り組んでいます。いくつかの業界や業種では、eリテール、D2C（Direct-to-Customer）、マーケットプレース、ソーシャルコマースなど、さまざまなeコマースモデルを活用することで、顧客リーチを拡大しています。例えば、ソフトウェア会社のOracle Corp.は、B2CとB2Bの統合eコマース・プラットフォームであるOracle Commerceを提供しています。このソリューションは、インタラクティブなダッシュボードとデータの可視化を使用し、あらゆる顧客エンゲージメントからリアルタイムの洞察を得ることができます。

カスタマーエクスペリエンス管理市場レポートハイライト：

• 音声分析分野は、2024年から2030年にかけてCAGR18.4%の成長が見込まれます。通話を通じて、企業が動向、機会、懸念の領域を特定するのを支援します。コンタクトセンターの音声分析ツールは、エージェントのパフォーマンス向上、コンプライアンスの監視、ビジネスプロセスの合理化、一次解決率の向上、カスタマーエクスペリエンスの改善に役立ちます。
• ウェブサービス分野は、2024年から2030年にかけてCAGR17.4％で成長すると予測されています。CXウェブサービスは、顧客とのやり取りを測定、分析、改善するためのツールと専門知識を提供し、企業にとって強力なROIにつながります。さらに、クラウドベースのSaaS（Software as a Service）の台頭により、CXウェブサービスはあらゆる規模の企業にとってより身近で手頃なものとなっています。
• クラウド分野は、2024年から2030年にかけてCAGR18.3％で成長すると予測されています。クラウド展開モデルでは、企業は従量課金制のサブスクリプションモデルに基づいて、ソフトウェアの機能、追加アプリケーション、更新版のみを購入することができます。こうした利点から、大企業は徐々にCEMソフトウェアに投資し、デジタルトランスフォーメーションのためにテクノロジープロバイダーと協業するようになっています。
• BFSIセグメントは、クラウドベースの展開モデルの採用や、デジタル財務管理支援を提供するための先端技術への投資が増加していることから、2024年から2030年にかけて17.1%という最高のCAGRを記録すると予測されています。
• アジア太平洋市場は、コールセンターの強い存在感、ソーシャルメディアマーケティングの増加傾向、業界・セクターを問わず顧客満足度を重視する傾向が強まっていることから、2024年から2030年にかけて17.5%の最高CAGRを記録すると予測されます。

目次

第1章 調査手法と範囲

第2章 エグゼクティブサマリー

第3章 カスタマーエクスペリエンス管理市場の変数、動向、範囲

• 市場イントロダクション / 系統展望
• 業界バリューチェーン分析
• 市場力学
  • 市場促進要因分析
  • 市場抑制要因分析
  • 市場機会分析
• カスタマーエクスペリエンス管理市場分析ツール
  • ポーターの分析
  • PESTEL分析

第4章 カスタマーエクスペリエンス管理市場：分析ツールの推定・動向分析

• セグメントダッシュボード
• カスタマーエクスペリエンス管理市場：分析ツールの変動分析、10億米ドル、2023年・2030年
• EFMソフトウェア
• 音声分析
• テキスト分析
• ウェブ分析・コンテンツ管理
• その他

第5章 カスタマーエクスペリエンス管理市場：タッチポイントタイプの推定・動向分析

• セグメントダッシュボード
• カスタマーエクスペリエンス管理市場：タッチポイントの変動分析、10億米ドル、2023年・2030年
• 店舗・支店
• コールセンター
• ソーシャルメディアプラットフォーム
• Eメール
• 携帯
• ウェブサービス
• その他

第6章 カスタマーエクスペリエンス管理市場：展開の推定・動向分析

• セグメントダッシュボード
• カスタマーエクスペリエンス管理市場：展開の変動分析、10億米ドル、2023年・2030年
• クラウド
• オンプレミス

第7章 カスタマーエクスペリエンス管理市場：組織規模の推定・動向分析

• セグメントダッシュボード
• カスタマーエクスペリエンス管理市場：組織規模の変動分析、10億米ドル、2023年・2030年
• 大企業
• 中小企業

第8章 カスタマーエクスペリエンス管理市場：最終用途の推定・動向分析

• セグメントダッシュボード
• カスタマーエクスペリエンス管理市場：最終用途の変動分析、10億米ドル、2023年・2030年
• BFSI
• 小売り
• ヘルスケア
• IT・通信
• 製造業
• 政府、エネルギー、公益事業
• 建設、不動産、不動産管理
• サービス業
• その他

第9章 カスタマーエクスペリエンス管理市場：地域の推定・動向分析

• カスタマーエクスペリエンス管理市場シェア：地域別、2023年・2030年
• 北米
  • 市場規模の推定と予測、2018年～2030年
  • 分析ツール別、2018年～2030年
  • タッチポイントタイプ別、2018年～2030年
  • 展開別、2018年～2030年
  • 組織規模別、2018年～2030年
  • 最終用途別、2018年～2030年
  • 米国
  • カナダ
  • メキシコ
• 欧州
  • 市場規模の推定と予測、2018年～2030年
  • 分析ツール別、2018年～2030年
  • タッチポイントタイプ別、2018年～2030年
  • 展開別、2018年～2030年
  • 組織規模別、2018年～2030年
  • 最終用途別、2018年～2030年
  • 英国
  • ドイツ
  • フランス
  • イタリア
• アジア太平洋
  • 市場規模の推定と予測、2018年～2030年
  • 分析ツール別、2018年～2030年
  • タッチポイントタイプ別、2018年～2030年
  • 展開別、2018年～2030年
  • 組織規模別、2018年～2030年
  • 最終用途別、2018年～2030年
  • 中国
  • インド
  • 日本
  • オーストラリア
  • 韓国
  • ニュージーランド
• ラテンアメリカ
  • 市場規模の推定と予測、2018年～2030年
  • 分析ツール別、2018年～2030年
  • タッチポイントタイプ別、2018年～2030年
  • 展開別、2018年～2030年
  • 組織規模別、2018年～2030年
  • 最終用途別、2018年～2030年
  • ブラジル
• 中東・アフリカ
  • 市場規模の推定と予測、2018年～2030年
  • 分析ツール別、2018年～2030年
  • タッチポイントタイプ別、2018年～2030年
  • 展開別、2018年～2030年
  • 組織規模別、2018年～2030年
  • 最終用途別、2018年～2030年
  • アラブ首長国連邦
  • サウジアラビア
  • 南アフリカ

第10章 競合情勢

• 最近の動向と影響分析：主要市場参入企業別
• 企業分類
• 企業の市場シェア分析
• 企業ヒートマップ分析
• 戦略マッピング
  • 拡大
  • 合併・買収
  • パートナーシップ・コラボレーション
  • 新製品の発売
  • 研究開発
• 企業プロファイル
  • Adobe Inc.
  • Avaya Inc.
  • Clarabridge
  • Freshworks Inc.
  • Genesys
  • International Business Machines Corporation
  • Medallia Inc.
  • Miraway
  • Open Text Corporation
  • Oracle Corporation
  • Qualtrics
  • SAP SE
  • SAS Institute Inc.
  • Service Management Group（SMG）
  • Tech Mahindra Limited
  • Verint
  • Zendesk

List of Tables

• Table 1 Customer Experience Management market (USD Billion), 2018 - 2030
• Table 2 Global customer experience management market estimates and forecasts by region (USD Billion), 2018 - 2030
• Table 3 Global customer experience management market estimates and forecasts by analytical tools 2018 - 2030 (USD Billion)
• Table 4 Global customer experience management market estimates and forecasts by touch point type 2018 - 2030 (USD Billion)
• Table 5 Global customer experience management market estimates and forecasts by touch point type 2018 - 2030 (USD Billion)
• Table 6 Global customer experience management market estimates and forecasts by organization size 2018 - 2030 (USD Billion)
• Table 7 Global customer experience management market estimates and forecasts by deployment 2018 - 2030 (USD Billion)
• Table 8 EFM software by region, 2018 - 2030 (USD Billion)
• Table 9 Speech analytics by region, 2018 - 2030 (USD Billion)
• Table 10 Text analytics by region, 2018 - 2030 (USD Billion)
• Table 11 Web analytics & content management by region, 2018 - 2030 (USD Billion)
• Table 12 Others by region, 2018 - 2030 (USD Billion)
• Table 13 Stores/Branches by region, 2018 - 2030 (USD Billion)
• Table 14 Call centers by region, 2018 - 2030 (USD Billion)
• Table 15 Social media platform by region, 2018 - 2030 (USD Billion)
• Table 16 Email by region, 2018 - 2030 (USD Billion)
• Table 17 Mobile market by region, 2018 - 2030 (USD Billion)
• Table 18 Web services market by region, 2018 - 2030 (USD Billion)
• Table 19 Others market by region, 2018 - 2030 (USD Billion)
• Table 20 Cloud market by region, 2018 - 2030 (USD Billion)
• Table 21 On premise market by region, 2018 - 2030 (USD Billion)
• Table 22 Large enterprises market by region, 2018 - 2030 (USD Billion)
• Table 23 Small and Medium Enterprises market by region, 2018 - 2030 (USD Billion)
• Table 24 BFSI market by region, 2018 - 2030 (USD Billion)
• Table 25 Retail market by region, 2018 - 2030 (USD Billion)
• Table 26 Healthcare market by region, 2018 - 2030 (USD Billion)
• Table 27 IT & Telecommunications market by region, 2018 - 2030 (USD Billion)
• Table 28 Manufacturing market by region, 2018 - 2030 (USD Billion)
• Table 29 Government, energy & utilities market by region, 2018 - 2030 (USD Billion)
• Table 30 Construction, real estate & property management market by region, 2018 - 2030 (USD Billion)
• Table 31 Service business market by region, 2018 - 2030 (USD Billion)
• Table 32 Others market by region, 2018 - 2030 (USD Billion)
• Table 33 North America customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 34 North America customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 35 North America customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 36 North America customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 37 North America customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 38 U.S. customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 39 U.S. customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 40 U.S. customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 41 U.S. customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 42 U.S. customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 43 Canada customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 44 Canada customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 45 Canada customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 46 Canada customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 47 Canada customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 48 Mexico customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 49 Mexico customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 50 Mexico customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 51 Mexico customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 52 Mexico customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 53 Europe customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 54 Europe customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 55 Europe customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 56 Europe customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 57 Europe customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 58 UK customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 59 UK customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 60 UK customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 61 UK customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 62 UK customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 63 Germany customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 64 Germany customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 65 Germany customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 66 Germany customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 67 Germany customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 68 France customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 69 France customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 70 France customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 71 France customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 72 France customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 73 Asia Pacific customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 74 Asia Pacific customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 75 Asia Pacific customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 76 Asia Pacific customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 77 Asia Pacific customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 78 China customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 79 China customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 80 China customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 81 China customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 82 China customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 83 India customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 84 India customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 85 India customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 86 India customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 87 India customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 88 Japan customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 89 Japan customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 90 Japan customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 91 Japan customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 92 Japan customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 93 Australia customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 94 Australia customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 95 Australia customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 96 Australia customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 97 Australia customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 98 South Korea customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 99 South Korea customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 100 South Korea customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 101 South Korea customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 102 South Korea customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 103 New Zealand customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 104 New Zealand customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 105 New Zealand customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 106 New Zealand customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 107 New Zealand customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 108 Latin America customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 109 Latin America customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 110 Latin America customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 111 Latin America customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 112 Latin America customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 113 Brazil customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 114 Brazil customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 115 Brazil customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 116 Brazil customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 117 Brazil customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 118 MEA customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 119 MEA customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 120 MEA customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 121 MEA customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 122 MEA customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 123 UAE customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 124 UAE customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 125 UAE customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 126 UAE customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 127 UAE customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 128 KSA customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 129 KSA customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 130 KSA customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 131 KSA customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 132 KSA customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 133 South Africa customer experience management market, by analytical tools, 2018 - 2030 (Revenue, USD Billion)
• Table 134 South Africa customer experience management market, by touch point type, 2018 - 2030 (Revenue, USD Billion)
• Table 135 South Africa customer experience management market, by deployment, 2018 - 2030 (Revenue, USD Billion)
• Table 136 South Africa customer experience management market, by organization size, 2018 - 2030 (Revenue, USD Billion)
• Table 137 South Africa customer experience management market, by end-use, 2018 - 2030 (Revenue, USD Billion)

List of Figures

• Fig. 1 Customer Experience Management Market Segmentation
• Fig. 2 Market landscape
• Fig. 3 Information Procurement
• Fig. 4 Data Analysis Models
• Fig. 5 Market Formulation and Validation
• Fig. 6 Data Validating & Publishing
• Fig. 7 Market Snapshot
• Fig. 8 Segment Snapshot (1/2)
• Fig. 9 Segment Snapshot (2/2)
• Fig. 10 Competitive Landscape Snapshot
• Fig. 11 Customer Experience Management Market: Industry Value Chain Analysis
• Fig. 12 Customer Experience Management Market: Market Dynamics
• Fig. 13 Customer Experience Management Market: PORTER's Analysis
• Fig. 14 Customer Experience Management Market: PESTEL Analysis
• Fig. 15 Customer Experience Management Market Share by Analytical Tools, 2023 & 2030 (USD Billion)
• Fig. 16 Customer Experience Management Market, by Analytical Tools: Market Share, 2023 & 2030
• Fig. 17 EFM Software Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 18 Speech Analytics Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 19 Text Analytics Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 20 Web Analytics & Content Management Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 21 Others Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 22 Customer Experience Management Market Share by Touch Point Type, 2023 & 2030 (USD Billion)
• Fig. 23 Customer Experience Management Market, by Touch Point Type: Market Share, 2023 & 2030
• Fig. 24 Stores/Branches Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 25 Call Centers Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 26 Social Media Platform Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 27 Email Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 28 Mobile Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 29 Web Services Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 30 Others Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 31 Customer Experience Management Market Share by Deployment, 2023 & 2030 (USD Billion)
• Fig. 32 Customer Experience Management Market, by Deployment: Market Share, 2023 & 2030
• Fig. 33 Cloud Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 34 On-premise Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 35 Customer Experience Management Market Share by Organization Size, 2023 & 2030 (USD Billion)
• Fig. 36 Customer Experience Management Market, by Organization Size: Market Share, 2023 & 2030
• Fig. 37 Large Enterprises Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 38 Small and Medium Enterprises Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 39 Customer Experience Management Market Share by End-use, 2023 & 2030 (USD Billion)
• Fig. 40 Customer Experience Management Market, by End-use: Market Share, 2023 & 2030
• Fig. 41 BFSI Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 42 Retail Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 43 Healthcare Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 44 IT & Telecommunications Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 45 Manufacturing Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 46 Government, Energy & Utilities Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 47 Construction, Real Estate & Property Management Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 48 Service Business Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 49 Others Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 50 Regional Marketplace: Key Takeaways
• Fig. 51 North America Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 52 U.S. Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 53 Canada Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 54 Mexico Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 55 Europe Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 56 UK Customer Experience Management Market Estimates and Forecasts, 2018 - 2030) (USD Billion)
• Fig. 57 Germany Customer Experience Management Market Estimates and Forecasts (2018 - 2030) (USD Billion)
• Fig. 58 France Customer Experience Management Market Estimates and Forecasts (2018 - 2030) (USD Billion)
• Fig. 59 Italy Customer Experience Management Market Estimates and Forecasts (2018 - 2030) (USD Billion)
• Fig. 60 Asia Pacific Customer Experience Management Market Estimates and Forecast, 2018 - 2030 (USD Billion)
• Fig. 61 China Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 62 India Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 63 Japan Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 64 South Korea Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 65 Australia Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 66 New Zealand Customer Experience Management Market Estimates and Forecasts (2018 - 2030) (USD Billion)
• Fig. 67 Latin America Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 68 Brazil Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 69 MEA Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 70 KSA Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 71 UAE Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 72 South Africa Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 73 Key Company Categorization
• Fig. 74 Company Market Positioning
• Fig. 75 Key Company Market Share Analysis, 2023
• Fig. 76 Strategic Framework

Customer Experience Management Market Growth & Trends:

The global customer experience management market size is expected to reach USD 32.87 billion by 2030, registering a CAGR of 15.8% from 2024 to 2030, according to a new report by Grand View Research, Inc. Customer experience management (CEM) solutions are gaining widespread popularity in diverse industries. As businesses become more customer-centric, the market is expected to witness rapid growth over the forecast period. Ongoing trends such as hyper-personalization of customer service, the use of AI & automation, and various customer value models are the key attributes propelling the growth. Moreover, implementing robust social media customer service can help reduce costs, increase response times, improve customer satisfaction, and increase the adoption of the CEM platform across industries. Thus, driving industry growth.

As working from home becomes more common, facilitated by video conferencing, digital transformation of the customer and employee experience will be critical for growth. Remote working frequently leads to higher Employee Satisfaction (E-SAT), which leads to higher overall Customer Satisfaction (C-SAT). A remote workforce allows an organization to hire the best talent from all over the world, which improves both the local and global customer experiences. Organizations that want to keep their customer experience scope onshore/nearshore could benefit from a right-shored work-at-home model rather than an offshore-only model. These developments would further drive industry growth.

Organizations have implemented new business models to broaden their customer reach and improve the end-user experience. Organizations are also working to improve their ability to adapt to changing customer expectations as well as market conditions. Several industries and industry verticals are expanding their customer reach by utilizing various e-commerce models, such as e-retail, direct-to-customer (D2C), marketplace, and social commerce. For instance, Oracle Corp., a software company, provides Oracle Commerce, a unified B2C and B2B e-commerce platform. The solution uses interactive dashboards and data visualizations and takes real-time insights from every customer engagement.

Customer Experience Management Market Report Highlights:

• The speech analytics segment is expected to witness a CAGR of 18.4% from 2024 to 2030. Through the calls, they assist enterprises in identifying the areas of trends, opportunities, and concerns. Speech analytics tools in contact centers help improve agent performance, monitor compliance, streamline business processes, improve first-call resolution, and improve customer experience
• The web services segment is anticipated to grow at a CAGR of 17.4% from 2024 to 2030. CX web services provide the tools and expertise to measure, analyze, and improve customer interactions, leading to a strong ROI for businesses. Moreover, the rise of cloud-based Software as a Service (SaaS) offerings has made CX web services more accessible and affordable for businesses of all sizes
• The cloud segment is anticipated to grow at a CAGR of 18.3% from 2024 to 2030. The cloud deployment model enables enterprises to purchase only the features, added applications, or updated versions of the software, based on the pay-as-you-go subscription model. On account of these benefits, large enterprises are gradually investing in CEM software and collaborating with technology providers for digital transformation
• The BFSI segment is anticipated to register the highest CAGR of 17.1% from 2024 to 2030 owing to the increasing adoption of cloud-based deployment models and investments in advanced technologies to offer digital finance management assistance
• The Asia Pacific regional market is expected to register the highest CAGR of 17.5% from 2024 to 2030 due to a strong presence of call centers, an increasing trend of social media marketing, and a growing emphasis on customer satisfaction across industries & sectors

Table of Contents

Chapter 1. Methodology and Scope

• 1.1. Market Segmentation and Scope
• 1.2. Market Definitions
• 1.3. Research Methodology
  • 1.3.1. Information Procurement
  • 1.3.2. Information or Data Analysis
  • 1.3.3. Market Formulation & Data Visualization
  • 1.3.4. Data Validation & Publishing
• 1.4. Research Scope and Assumptions
  • 1.4.1. List of Data Sources

Chapter 2. Executive Summary

• 2.1. Market Outlook
• 2.2. Segment Outlook
• 2.3. Competitive Insights

Chapter 3. Customer Experience Management Market Variables, Trends, & Scope

• 3.1. Market Introduction/Lineage Outlook
• 3.2. Industry Value Chain Analysis
• 3.3. Market Dynamics
  • 3.3.1. Market Drivers Analysis
  • 3.3.2. Market Restraints Analysis
  • 3.3.3. Market Opportunity Analysis
• 3.4. Customer Experience Management Market Analysis Tools
  • 3.4.1. Porter's Analysis
    • 3.4.1.1. Bargaining power of the suppliers
    • 3.4.1.2. Bargaining power of the buyers
    • 3.4.1.3. Threats of substitution
    • 3.4.1.4. Threats from new entrants
    • 3.4.1.5. Competitive rivalry
  • 3.4.2. PESTEL Analysis
    • 3.4.2.1. Political landscape
    • 3.4.2.2. Economic and Social landscape
    • 3.4.2.3. Technological landscape
    • 3.4.2.4. Environmental landscape
    • 3.4.2.5. Legal landscape

Chapter 4. Customer Experience Management Market: Analytical Tools Estimates & Trend Analysis

• 4.1. Segment Dashboard
• 4.2. Customer Experience Management Market: Analytical Tools Movement Analysis, USD Billion, 2023 & 2030
• 4.3. EFM Software
  • 4.3.1. EFM Software Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 4.4. Speech Analytics
  • 4.4.1. Speech Analytics Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 4.5. Text Analytics
  • 4.5.1. Text Analytics Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 4.6. Web Analytics & Content Management
  • 4.6.1. Web Analytics & Content Management Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 4.7. Others
  • 4.7.1. Others Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 5. Customer Experience Management Market: Touch Point Type Estimates & Trend Analysis

• 5.1. Segment Dashboard
• 5.2. Customer Experience Management Market: Touch Point Type Movement Analysis, USD Billion, 2023 & 2030
• 5.3. Stores/Branches
  • 5.3.1. Stores/Branches Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 5.4. Call Centers
  • 5.4.1. Call Centers Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 5.5. Social Media Platform
  • 5.5.1. Social Media Platform Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 5.6. Email
  • 5.6.1. Email Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 5.7. Mobile
  • 5.7.1. Mobile Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 5.8. Web Services
  • 5.8.1. Web Services Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 5.9. Others
  • 5.9.1. Others Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 6. Customer Experience Management Market: Deployment Estimates & Trend Analysis

• 6.1. Segment Dashboard
• 6.2. Customer Experience Management Market: Deployment Movement Analysis, USD Billion, 2023 & 2030
• 6.3. Cloud
  • 6.3.1. Cloud Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 6.4. On-premises
  • 6.4.1. On-premises Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 7. Customer Experience Management Market: Organization Size Estimates & Trend Analysis

• 7.1. Segment Dashboard
• 7.2. Customer Experience Management Market: Organization Size Movement Analysis, USD Billion, 2023 & 2030
• 7.3. Large Enterprises
  • 7.3.1. Large Enterprises Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 7.4. Small and Medium Enterprises
  • 7.4.1. Small and Medium Enterprises Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 8. Customer Experience Management Market: End-use Estimates & Trend Analysis

• 8.1. Segment Dashboard
• 8.2. Customer Experience Management Market: End-use Movement Analysis, USD Billion, 2023 & 2030
• 8.3. BFSI
  • 8.3.1. BFSI Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.4. Retail
  • 8.4.1. Retail Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.5. Healthcare
  • 8.5.1. Healthcare Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.6. IT & Telecommunications
  • 8.6.1. IT & Telecommunication Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.7. Manufacturing
  • 8.7.1. Manufacturing Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.8. Government, Energy & Utilities
  • 8.8.1. Government, Energy & Utilities Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.9. Construction, Real Estate & Property Management
  • 8.9.1. Construction, Real Estate & Property Management Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.10. Service Business
  • 8.10.1. Service Business Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 8.11. Others
  • 8.11.1. Others Market Value Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 9. Customer Experience Management Market: Regional Estimates & Trend Analysis

• 9.1. Customer Experience Management Market Share by Region, 2023 & 2030 (USD Billion)
• 9.2. North America
  • 9.2.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.2.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
  • 9.2.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
  • 9.2.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
  • 9.2.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
  • 9.2.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.2.7. U.S.
    • 9.2.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.2.7.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.2.7.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.2.7.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.2.7.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.2.7.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.2.8. Canada
    • 9.2.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.2.8.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.2.8.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.2.8.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.2.8.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.2.8.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.2.9. Mexico
    • 9.2.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.2.9.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.2.9.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.2.9.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.2.9.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.2.9.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
• 9.3. Europe
  • 9.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.3.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
  • 9.3.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
  • 9.3.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
  • 9.3.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
  • 9.3.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.3.7. UK
    • 9.3.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.3.7.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.3.7.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.3.7.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.3.7.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.3.7.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.3.8. Germany
    • 9.3.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.3.8.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.3.8.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.3.8.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.3.8.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.3.8.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.3.9. France
    • 9.3.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.3.9.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.3.9.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.3.9.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.3.9.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.3.9.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.3.10. Italy
    • 9.3.10.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.3.10.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.3.10.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.3.10.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.3.10.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.3.10.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
• 9.4. Asia Pacific
  • 9.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.4.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
  • 9.4.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
  • 9.4.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
  • 9.4.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
  • 9.4.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.4.7. China
    • 9.4.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.4.7.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.4.7.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.4.7.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.4.7.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.4.7.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.4.8. India
    • 9.4.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.4.8.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.4.8.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.4.8.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.4.8.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.4.8.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.4.9. Japan
    • 9.4.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.4.9.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.4.9.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.4.9.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.4.9.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.4.9.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.4.10. Australia
    • 9.4.10.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.4.10.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.4.10.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.4.10.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.4.10.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.4.10.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.4.11. South Korea
    • 9.4.11.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.4.11.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.4.11.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.4.11.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.4.11.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.4.11.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.4.12. New Zealand
    • 9.4.12.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.4.12.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.4.12.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.4.12.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.4.12.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.4.12.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
• 9.5. Latin America
  • 9.5.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.5.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
  • 9.5.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
  • 9.5.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
  • 9.5.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
  • 9.5.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.5.7. Brazil
    • 9.5.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.5.7.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.5.7.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.5.7.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.5.7.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.5.7.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
• 9.6. Middle East & Africa
  • 9.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 9.6.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
  • 9.6.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
  • 9.6.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
  • 9.6.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
  • 9.6.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.6.7. UAE
    • 9.6.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.6.7.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.6.7.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.6.7.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.6.7.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.6.7.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.6.8. KSA
    • 9.6.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.6.8.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.6.8.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.6.8.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.6.8.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.6.8.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 9.6.9. South Africa
    • 9.6.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 9.6.9.2. Market Size Estimates and Forecasts by Analytical Tools, 2018 - 2030 (USD Billion)
    • 9.6.9.3. Market Size Estimates and Forecasts by Touch Point Type, 2018 - 2030 (USD Billion)
    • 9.6.9.4. Market Size Estimates and Forecasts by Deployment, 2018 - 2030 (USD Billion)
    • 9.6.9.5. Market Size Estimates and Forecasts by Organization Size, 2018 - 2030 (USD Billion)
    • 9.6.9.6. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)

Chapter 10. Competitive Landscape

• 10.1. Recent Developments & Impact Analysis by Key Market Participants
• 10.2. Company Categorization
• 10.3. Company Market Share Analysis
• 10.4. Company Heat Map Analysis
• 10.5. Strategy Mapping
  • 10.5.1. Expansion
  • 10.5.2. Mergers & Acquisition
  • 10.5.3. Partnerships & Collaborations
  • 10.5.4. New Product Launches
  • 10.5.5. Research And Development
• 10.6. Company Profiles
  • 10.6.1. Adobe Inc.
    • 10.6.1.1. Participant's Overview
    • 10.6.1.2. Financial Performance
    • 10.6.1.3. Product Benchmarking
    • 10.6.1.4. Recent Developments
  • 10.6.2. Avaya Inc.
    • 10.6.2.1. Participant's Overview
    • 10.6.2.2. Financial Performance
    • 10.6.2.3. Product Benchmarking
    • 10.6.2.4. Recent Developments
  • 10.6.3. Clarabridge
    • 10.6.3.1. Participant's Overview
    • 10.6.3.2. Financial Performance
    • 10.6.3.3. Product Benchmarking
    • 10.6.3.4. Recent Developments
  • 10.6.4. Freshworks Inc.
    • 10.6.4.1. Participant's Overview
    • 10.6.4.2. Financial Performance
    • 10.6.4.3. Product Benchmarking
    • 10.6.4.4. Recent Developments
  • 10.6.5. Genesys
    • 10.6.5.1. Participant's Overview
    • 10.6.5.2. Financial Performance
    • 10.6.5.3. Product Benchmarking
    • 10.6.5.4. Recent Developments
  • 10.6.6. International Business Machines Corporation
    • 10.6.6.1. Participant's Overview
    • 10.6.6.2. Financial Performance
    • 10.6.6.3. Product Benchmarking
    • 10.6.6.4. Recent Developments
  • 10.6.7. Medallia Inc.
    • 10.6.7.1. Participant's Overview
    • 10.6.7.2. Financial Performance
    • 10.6.7.3. Product Benchmarking
    • 10.6.7.4. Recent Developments
  • 10.6.8. Miraway
    • 10.6.8.1. Participant's Overview
    • 10.6.8.2. Financial Performance
    • 10.6.8.3. Product Benchmarking
    • 10.6.8.4. Recent Developments
  • 10.6.9. Open Text Corporation
    • 10.6.9.1. Participant's Overview
    • 10.6.9.2. Financial Performance
    • 10.6.9.3. Product Benchmarking
    • 10.6.9.4. Recent Developments
  • 10.6.10. Oracle Corporation
    • 10.6.10.1. Participant's Overview
    • 10.6.10.2. Financial Performance
    • 10.6.10.3. Product Benchmarking
    • 10.6.10.4. Recent Developments
  • 10.6.11. Qualtrics
    • 10.6.11.1. Participant's Overview
    • 10.6.11.2. Financial Performance
    • 10.6.11.3. Product Benchmarking
    • 10.6.11.4. Recent Developments
  • 10.6.12. SAP SE
    • 10.6.12.1. Participant's Overview
    • 10.6.12.2. Financial Performance
    • 10.6.12.3. Product Benchmarking
    • 10.6.12.4. Recent Developments
  • 10.6.13. SAS Institute Inc.
    • 10.6.13.1. Participant's Overview
    • 10.6.13.2. Financial Performance
    • 10.6.13.3. Product Benchmarking
    • 10.6.13.4. Recent Developments
  • 10.6.14. Service Management Group (SMG)
    • 10.6.14.1. Participant's Overview
    • 10.6.14.2. Financial Performance
    • 10.6.14.3. Product Benchmarking
    • 10.6.14.4. Recent Developments
  • 10.6.15. Tech Mahindra Limited
    • 10.6.15.1. Participant's Overview
    • 10.6.15.2. Financial Performance
    • 10.6.15.3. Product Benchmarking
    • 10.6.15.4. Recent Developments
  • 10.6.16. Verint
    • 10.6.16.1. Participant's Overview
    • 10.6.16.2. Financial Performance
    • 10.6.16.3. Product Benchmarking
    • 10.6.16.4. Recent Developments
  • 10.6.17. Zendesk
    • 10.6.17.1. Participant's Overview
    • 10.6.17.2. Financial Performance
    • 10.6.17.3. Product Benchmarking
    • 10.6.17.4. Recent Developments