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1701566

カスタマーエクスペリエンステストおよびモニタリングソリューションの市場規模、シェア、動向分析レポート：ソリューション別、展開別、最終用途別、地域別、セグメント予測、2025年～2030年

Customer Experience Testing And Monitoring Solutions Market Size, Share, & Trends Analysis Report By Solution (Testing Solutions, Monitoring Solutions), By Deployment (Cloud-Based, On-premise), By End Use, By Region, And Segment Forecasts, 2025 - 2030

出版日
ページ情報
英文 180 Pages
納期
2～10営業日
カスタマイズ可能
価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=144.03円
カスタマーエクスペリエンステストおよびモニタリングソリューションの市場規模、シェア、動向分析レポート：ソリューション別、展開別、最終用途別、地域別、セグメント予測、2025年～2030年
出版日: 2025年03月10日
発行: Grand View Research
ページ情報: 英文 180 Pages
納期: 2～10営業日
GIIご利用のメリット
  • 全表示
  • 概要
  • 図表
  • 目次
概要

市場規模と動向：

世界のカスタマーエクスペリエンステストおよびモニタリングソリューション市場規模は2024年に35億8,000万米ドルと推計され、2025年から2030年にかけてCAGR 29.4％で成長すると予測されています。

市場成長の原動力となっている主な要因はいくつかあります。各業界でデジタルトランスフォーメーションが進み、企業はウェブ、モバイル、コンタクトセンターなど複数のチャネルでシームレスかつ一貫した顧客体験を確保する必要性が高まっています。顧客の期待が高まり続ける中、企業はデジタル・プラットフォームのプロアクティブなモニタリングとテストを優先し、パフォーマンスのボトルネックを特定し、サービスの信頼性を確保し、ユーザーの満足度を高めています。

さらに、人工知能（AI）や自動化などの先進技術の採用が進むにつれ、企業はリアルタイムのモニタリングや予測分析を実施できるようになり、顧客に影響が及ぶ前に問題を検出して解決する能力がさらに向上しています。アクセシビリティ、データプライバシー、サービス品質を確保するための規制要件も、包括的なテストおよびモニタリングソリューションの需要に寄与しています。全体として、顧客維持と競合差別化を推進するために、優れた顧客体験を提供することが重視されるようになっていることが、この市場の拡大を後押しする主な要因となっています。

各業界におけるデジタル変革の急速なペースは、堅牢なカスタマーエクスペリエンステストおよびモニタリングソリューションの必要性を著しく高めています。組織は、顧客との関わり、サービスの提供、取引の円滑化において、ウェブサイト、モバイル・アプリケーション、コンタクト・センターなどのデジタル・プラットフォームへの依存度を高めています。このシフトは、顧客がすべてのタッチポイントで一貫性のある、シームレスで応答性の高いエクスペリエンスを期待する、複雑なオムニチャネル環境を生み出しました。このようなエクスペリエンスを確保するには、潜在的な機能の問題、パフォーマンスのボトルネック、ユーザーエクスペリエンスの矛盾を特定するために、デジタルプラットフォームを継続的にテストする必要があります。その結果、企業はチャネルを横断してカスタマージャーニーを監視し、すべてのインタラクションが望ましい品質基準を満たしていることを確認できる高度なソリューションに投資します。

デジタルに精通するにつれ、シームレスで直感的、かつパーソナライズされたインタラクションに対する顧客の期待は高まり続けています。顧客は、サービスの中断、レスポンスの遅さ、設計の不十分なインターフェイスに対する許容度が低くなっており、常に高品質のエクスペリエンスを提供しなければならないという大きなプレッシャーを組織に与えています。このため、企業がパフォーマンスの問題を検出し、潜在的な障害を予測し、カスタマーエクスペリエンスに悪影響を及ぼす前に問題を解決できるようにする、プロアクティブなモニタリングおよびテスト・ソリューションに対する需要が高まっています。これらのソリューションを活用することで、企業はリアクティブなサービス保証からプロアクティブなサービス保証へと移行し、顧客満足度の強化、解約率の低下、競争が激化する市場でのブランド評価の向上を実現できます。

人工知能（AI）、機械学習（ML）、自動化技術を組み込むことで、カスタマーエクスペリエンステストおよびモニタリングソリューションの機能が大幅に強化されます。AIを搭載したツールは、顧客とのやり取りから生成される大量のデータを継続的に分析し、異常の検出、パターンの特定、予測的な洞察を提供することができます。自動化により、回帰テスト、負荷テスト、ユーザー・ジャーニー・シミュレーションなどの反復タスクを最小限の手動介入で実施できるようになり、テスト・プロセスがさらに合理化されます。AIと自動化を組み合わせることで、企業は潜在的な問題をより早く特定し、テスト・プロセスの精度を向上させ、変化する顧客ニーズや技術の進歩への適応能力を加速させることができます。

飽和状態と競合が激化するビジネス環境において、優れたカスタマーエクスペリエンスを提供することは、あらゆる分野の組織にとって重要な差別化要因となっています。企業は、顧客体験が顧客満足度、ブランド・ロイヤルティ、長期的なリテンションに影響することをますます認識するようになっています。摩擦ポイントを特定して対処し、ユーザー・ジャーニーを最適化し、一貫して高品質な体験を提供できる企業は、競合他社との差別化を図る上で有利な立場にあります。その結果、カスタマーエクスペリエンステストとモニタリングソリューションへの投資は、技術的に必要であるだけでなく、ビジネスの持続的な成長と競合優位性を実現する戦略的な手段であると考えられています。

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テストおよびモニタリングソリューション市場の変数、動向、範囲

  • 市場系統の見通し
  • 市場力学
    • 市場促進要因分析
    • 市場抑制要因分析
    • 業界の課題
  • カスタマーエクスペリエンステストおよびモニタリングソリューション市場分析ツール
    • 業界分析- ポーターのファイブフォース分析
    • PESTEL分析
  • ペインポイント分析

第4章 カスタマーエクスペリエンステストおよびモニタリングソリューション市場：ソリューションの推定・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テストおよびモニタリングソリューション市場：ソリューション変動分析、2024年および2030年
  • テストソリューション
    • ユーザビリティテスト
    • 機能テスト
    • パフォーマンステスト
    • 回帰テスト
    • その他
  • モニタリングソリューション
    • フィードバック管理
    • 顧客分析
    • カスタマージャーニー分析
    • 感情分析
    • リアルタイムモニタリング
    • その他

第5章 カスタマーエクスペリエンステストおよびモニタリングソリューション市場：展開別推定・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テストおよびモニタリングソリューション市場：変動分析、2024年および2030年
  • オンプレミス
  • クラウドベース
  • ハイブリッド

第6章 カスタマーエクスペリエンステストおよびモニタリングソリューション市場：最終用途別推定・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テストおよびモニタリングソリューション市場：変動分析、2024年および2030年
  • IT・通信
  • BFSI
  • 小売・Eコマース
  • ヘルスケアとライフサイエンス
  • メディア＆エンターテインメント
  • ホスピタリティ
  • その他

第7章 カスタマーエクスペリエンステストおよびモニタリングソリューション市場：地域別推定・動向分析

  • カスタマーエクスペリエンステストおよびモニタリングソリューション市場シェア（地域別、2024年および2030年）
  • 北米
    • 米国
    • カナダ
    • メキシコ
  • 欧州
    • 英国
    • ドイツ
    • フランス
  • アジア太平洋
    • 中国
    • 日本
    • インド
    • 韓国
    • オーストラリア
  • ラテンアメリカ
    • ブラジル
  • 中東およびアフリカ
    • アラブ首長国連邦
    • サウジアラビア
    • 南アフリカ

第8章 競合情勢

  • 企業分類
  • 市場シェア/ランキング分析
  • 企業ヒートマップ分析
  • 企業プロファイル/リスト
    • Adobe
    • Genesys
    • HubSpot
    • IBM
    • InMoment
    • Medallia
    • NICE Ltd.
    • Oracle
    • Qualtrics
    • Salesforce
    • SAP
    • SAS
    • StellaService
    • Verint Systems Inc.
    • Zendesk
図表

List of Tables

  • Table 1 Global customer experience testing and monitoring solutions market size estimates & forecasts 2018 - 2030 (USD Billion)
  • Table 2 Global customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 3 Global customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 4 Global customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 5 Global customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 6 Testing solutions customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 7 Usability testing customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 8 Functional testing customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 9 Performance testing customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 10 Regression testing customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 11 Others customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 12 Feedback management customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 13 Customer analytics market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Table 14 Customer journey analytics market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Table 15 Sentiment analysis market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Table 16 Real-time monitoring market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Table 17 Others market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Table 18 On-premise customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 19 Cloud-based customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 20 Hybrid customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 21 IT & telecom customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 22 BFSI customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 23 Retail & e-commerce Goods customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 24 Healthcare & life sciences customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 25 Media & entertainment customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 26 Hospitality customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 27 Others customer experience testing and monitoring solutions market, by region 2018 - 2030 (USD Billion)
  • Table 28 North America customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 29 North America customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 30 North America customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 31 U.S. customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 32 U.S. customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 33 U.S. customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 34 Canada customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 35 Canada customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 36 Canada customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 37 Mexico customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 38 Mexico customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 39 Mexico customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 40 Europe customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 41 Europe customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 42 Europe customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 43 UK customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 44 UK customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 45 UK customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 46 Germany customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 47 Germany customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 48 Germany customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 49 France customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 50 France customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 51 France customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 52 Asia Pacific customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 53 Asia Pacific customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 54 Asia Pacific customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 55 China customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 56 China customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 57 China customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 58 India customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 59 India customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 60 India customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 61 Japan customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 62 Japan customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 63 Japan customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 64 Australia customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 65 Australia customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 66 Australia customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 67 South Korea customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 68 South Korea customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 69 South Korea customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 70 Latin America customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 71 Latin America customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 72 Latin America customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 73 Brazil customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 74 Brazil customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 75 Brazil customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 76 MEA customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 77 MEA customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 78 MEA customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 79 UAE customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 80 UAE customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 81 UAE customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 82 KSA customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 83 KSA customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 84 KSA customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)
  • Table 85 South Africa customer experience testing and monitoring solutions market, by solution 2018 - 2030 (USD Billion)
  • Table 86 South Africa customer experience testing and monitoring solutions market, by deployment 2018 - 2030 (USD Billion)
  • Table 87 South Africa customer experience testing and monitoring solutions market, by end use 2018 - 2030 (USD Billion)

List of Figures

  • Fig. 1 Customer experience testing and monitoring solutions market segmentation
  • Fig. 2 Market research process
  • Fig. 3 Information procurement
  • Fig. 4 Primary research pattern
  • Fig. 5 Market research approaches
  • Fig. 6 Value chain-based sizing & forecasting
  • Fig. 7 Parent market analysis
  • Fig. 8 Market formulation & validation
  • Fig. 9 Customer experience testing and monitoring solutions market snapshot
  • Fig. 10 Customer experience testing and monitoring solutions market segment snapshot
  • Fig. 11 Customer experience testing and monitoring solutions market competitive landscape snapshot
  • Fig. 12 Market research process
  • Fig. 13 Market driver relevance analysis (Current & future impact)
  • Fig. 14 Market restraint relevance analysis (Current & future impact)
  • Fig. 15 Customer experience testing and monitoring solutions market: Solution outlook key takeaways (USD Billion)
  • Fig. 16 Customer experience testing and monitoring solutions market: Solution movement analysis 2024 & 2030 (USD Billion)
  • Fig. 17 Testing Solution market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 18 Usability testing market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 19 Functional testing market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 20 Performance testing market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 21 Regression testing market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 22 Others market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 23 Monitoring solutions market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 24 Feedback management market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 25 Customer analytics market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 26 Customer journey Analytics market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 27 Sentiment analysis market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 28 Real-time monitoring market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 29 Others market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 30 Customer experience testing and monitoring solutions market: Deployment outlook key takeaways (USD Billion)
  • Fig. 31 Customer experience testing and monitoring solutions market: Deployment movement analysis 2024 & 2030 (USD Billion)
  • Fig. 32 On-premise market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 33 Hybrid market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 34 Cloud-based market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 35 Customer experience testing and monitoring solutions market: End use outlook key takeaways (USD Billion)
  • Fig. 36 Customer experience testing and monitoring solutions market: End use movement analysis 2024 & 2030 (USD Billion)
  • Fig. 37 IT & telecom market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 38 BFSI market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 39 Retail & e-commerce goods market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 40 Healthcare & Life Sciences market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 41 Media & entertainment market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 42 Hospitality market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 43 Others market revenue estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 44 Regional marketplace: Key takeaways
  • Fig. 45 Customer experience testing and monitoring solutions market: Regional outlook, 2024 & 2030 (USD Billion)
  • Fig. 46 North America customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 47 U.S. customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 48 Canada customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 49 Mexico customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 50 Europe customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 51 UK customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 52 Germany customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 53 France customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 54 Asia Pacific customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 55 Japan customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 56 China customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 57 India customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 58 Australia customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 59 South Korea customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 60 Latin America customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 61 Brazil customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 62 MEA customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 63 KSA customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 64 UAE customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 65 South Africa customer experience testing and monitoring solutions market estimates and forecasts, 2018 - 2030 (USD Billion)
  • Fig. 66 Strategy framework
  • Fig. 67 Company Categorization
目次
Product Code: GVR-4-68040-535-1

Market Size & Trends:

The global customer experience testing and monitoring solutions market size was estimated at USD 3.58 billion in 2024 and is projected to grow at a CAGR of 29.4% from 2025 to 2030. Several key factors drive the growth of the market. Increasing digital transformation across industries has heightened the need for businesses to ensure seamless and consistent customer experiences across multiple channels, including web, mobile, and contact centers. As customer expectations continue to rise, organizations prioritize proactive monitoring and testing of their digital platforms to identify performance bottlenecks, ensure service reliability, and enhance user satisfaction.

In addition, the growing adoption of advanced technologies such as artificial intelligence (AI) and automation enables businesses to conduct real-time monitoring and predictive analysis, further improving their ability to detect and resolve issues before they impact customers. Regulatory requirements for ensuring accessibility, data privacy, and service quality also contribute to the demand for comprehensive testing and monitoring solutions. Overall, the increasing emphasis on delivering superior customer experiences to drive customer retention and competitive differentiation is a primary factor propelling the expansion of this market.

The rapid pace of digital transformation across industries has significantly increased the need for robust customer experience testing and monitoring solutions. Organizations increasingly rely on digital platforms, including websites, mobile applications, and contact centers, to engage with customers, deliver services, and facilitate transactions. This shift has created a complex, omnichannel environment where customers expect consistent, seamless, and responsive experiences across all touchpoints. Ensuring such experiences requires continuous testing of digital platforms to identify potential functionality issues, performance bottlenecks, and inconsistencies in user experience. Consequently, businesses invest in advanced solutions that enable them to monitor customer journeys across channels, ensuring that every interaction meets the desired quality standards.

Customers' expectations for seamless, intuitive, and personalized interactions continue to rise as they become more digitally savvy. Customers are less tolerant of service disruptions, slow response times, or poorly designed interfaces, placing considerable pressure on organizations to deliver high-quality experiences at all times. This has driven increased demand for proactive monitoring and testing solutions that allow businesses to detect performance issues, predict potential failures, and resolve problems before they negatively affect customer experience. By leveraging these solutions, organizations can move from reactive to proactive service assurance, strengthening customer satisfaction, reducing churn, and enhancing their brand reputation in an increasingly competitive market.

Incorporating artificial intelligence (AI), machine learning (ML), and automation technologies significantly enhances the capabilities of customer experience testing and monitoring solutions. AI-powered tools can continuously analyze large volumes of data generated from customer interactions to detect anomalies, identify patterns, and provide predictive insights. Automation further streamlines testing processes by enabling repetitive tasks such as regression testing, load testing, and user journey simulations to be conducted with minimal manual intervention. The combined application of AI and automation allows organizations to identify potential issues faster, improve the accuracy of their testing processes, and accelerate their ability to adapt to changing customer needs and technological advancements.

In an increasingly saturated and competitive business environment, delivering superior customer experiences has become a key differentiator for organizations across sectors. Companies increasingly recognize that customer experience influences customer satisfaction, brand loyalty, and long-term retention. Businesses that can identify and address friction points, optimize user journeys, and deliver consistently high-quality experiences are better positioned to differentiate themselves from competitors. As a result, investments in customer experience testing and monitoring solutions are seen not only as a technical necessity but also as a strategic enabler for sustained business growth and competitive advantage.

Global Customer Experience Testing And Monitoring Solutions Market Report Segmentation

This report forecasts revenue growth at global, regional, and country levels and provides an analysis of the latest industry trends in each of the sub-segments from 2018 to 2030. For this study, Grand View Research has segmented the global customer experience testing and monitoring solutions market report based on solution, deployment, end use, and region.

  • Solution Outlook (Revenue, USD Billion, 2018 - 2030)
  • Testing Solutions
    • Usability Testing
    • Functional Testing
    • Performance Testing
    • Regression Testing
    • Others
  • Monitoring Solutions
    • Feedback Management
    • Customer Analytics
    • Customer Journey Analytics
    • Sentiment Analysis
    • Real-time Monitoring
    • Others
  • Deployment Outlook (Revenue, USD Billion, 2018 - 2030)
  • Cloud-Based
  • On-premise
  • Hybrid
  • End Use Outlook (Revenue, USD Billion, 2018 - 2030)
  • Retail & E-commerce
  • BFSI
  • IT & Telecommunications
  • Healthcare & Life Sciences
  • Hospitality
  • Media & Entertainment
  • Others
  • Regional Outlook (Revenue, USD Billion, 2018 - 2030)
  • North America
    • U.S.
    • Canada
    • Mexico
  • Europe
    • Germany
    • UK
    • France
  • Asia Pacific
    • China
    • India
    • Japan
    • South Korea
    • Australia
  • Latin America
    • Brazil
  • Middle East & Africa
    • U.A.E
    • Saudi Arabia
    • South Africa

Table of Contents

Chapter 1. Methodology and Scope

  • 1.1. Market Segmentation and Scope
  • 1.2. Research Methodology
    • 1.2.1. Information Procurement
  • 1.3. Information or Data Analysis
  • 1.4. Methodology
  • 1.5. Research Scope and Assumptions
  • 1.6. Market Formulation & Validation
  • 1.7. Country Based Segment Share Calculation
  • 1.8. List of Data Sources

Chapter 2. Executive Summary

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

Chapter 3. Customer Experience Testing and Monitoring Solutions Market Variables, Trends, & Scope

  • 3.1. Market Lineage Outlook
  • 3.2. Market Dynamics
    • 3.2.1. Market Driver Analysis
    • 3.2.2. Market Restraint Analysis
    • 3.2.3. Industry Challenge
  • 3.3. Customer Experience Testing and Monitoring Solutions Market Analysis Tools
    • 3.3.1. Industry Analysis - Porter's
      • 3.3.1.1. Bargaining power of the suppliers
      • 3.3.1.2. Bargaining power of the buyers
      • 3.3.1.3. Threats of substitution
      • 3.3.1.4. Threats from new entrants
      • 3.3.1.5. Competitive rivalry
    • 3.3.2. PESTEL Analysis
      • 3.3.2.1. Political landscape
      • 3.3.2.2. Economic and social landscape
      • 3.3.2.3. Technological landscape
  • 3.4. Pain Point Analysis

Chapter 4. Customer Experience Testing and Monitoring Solutions Market: Solution Estimates & Trend Analysis

  • 4.1. Segment Dashboard
  • 4.2. Customer Experience Testing and Monitoring Solutions Market: Solution Movement Analysis, 2024 & 2030 (USD Billion)
  • 4.3. Testing Solutions
    • 4.3.1. Testing Solutions Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 4.3.2. Usability Testing
      • 4.3.2.1. Functional Testing Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 4.3.3. Functional Testing
      • 4.3.3.1. Integration and Implementation Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 4.3.4. Performance Testing
      • 4.3.4.1. Performance Testing Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 4.3.5. Regression Testing
      • 4.3.5.1. Regression Testing Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 4.3.6. Others
      • 4.3.6.1. Others Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 4.4. Monitoring Solutions
    • 4.4.1. Monitoring Solutions Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 4.4.2. Feedback Management
      • 4.4.2.1. Feedback Management Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 4.4.3. Customer Analytics
      • 4.4.3.1. Customer Analytics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 4.4.4. Customer Journey Analytics
      • 4.4.4.1. Customer Journey Analytics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 4.4.5. Sentiment Analysis
      • 4.4.5.1. Sentiment Analysis Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 4.4.6. Real-time Monitoring
      • 4.4.6.1. Real-time Monitoring Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 4.4.7. Others
      • 4.4.7.1. Others Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 5. Customer Experience Testing and Monitoring Solutions Market: Deployment Estimates & Trend Analysis

  • 5.1. Segment Dashboard
  • 5.2. Customer Experience Testing and Monitoring Solutions Market: Deployment Movement Analysis, 2024 & 2030 (USD Billion)
  • 5.3. On-premise
    • 5.3.1. Cloud-Based Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 5.4. Cloud-Based
    • 5.4.1. Cloud-Based Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 5.5. Hybrid
    • 5.5.1. Hybrid Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 6. Customer Experience Testing and Monitoring Solutions Market: End Use Estimates & Trend Analysis

  • 6.1. Segment Dashboard
  • 6.2. Customer Experience Testing and Monitoring Solutions Market: End Use Movement Analysis, 2024 & 2030 (USD Billion)
  • 6.3. IT & Telecom
    • 6.3.1. IT & Telecom Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 6.4. BFSI
    • 6.4.1. BFSI Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 6.5. Retail & E-commerce
    • 6.5.1. Retail & E-commerce Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 6.6. Healthcare & Life Sciences
    • 6.6.1. Healthcare & Life Sciences Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 6.7. Media & Entertainment
    • 6.7.1. Media & Entertainment Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 6.8. Hospitality
    • 6.8.1. Hospitality Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 6.9. Others
    • 6.9.1. Education Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 7. Customer Experience Testing and Monitoring Solutions Market: Regional Estimates & Trend Analysis

  • 7.1. Customer Experience Testing and Monitoring Solutions Market Share, By Region, 2024 & 2030 (USD Billion)
  • 7.2. North America
    • 7.2.1. North America Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.2.2. U.S.
      • 7.2.2.1. U.S. Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.2.3. Canada
      • 7.2.3.1. Canada Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.2.4. Mexico
      • 7.2.4.1. Mexico Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 7.3. Europe
    • 7.3.1. Europe Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.3.2. UK
      • 7.3.2.1. UK Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.3.3. Germany
      • 7.3.3.1. Germany Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.3.4. France
      • 7.3.4.1. France Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 7.4. Asia Pacific
    • 7.4.1. Asia Pacific Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.4.2. China
      • 7.4.2.1. China Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.4.3. Japan
      • 7.4.3.1. Japan Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.4.4. India
      • 7.4.4.1. India Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.4.5. South Korea
      • 7.4.5.1. South Korea Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.4.6. Australia
      • 7.4.6.1. Australia Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 7.5. Latin America
    • 7.5.1. Latin America Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.5.2. Brazil
      • 7.5.2.1. Brazil Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 7.6. Middle East and Africa
    • 7.6.1. Middle East and Africa Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.6.2. UAE
      • 7.6.2.1. UAE Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.6.3. KSA
      • 7.6.3.1. KSA Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 7.6.4. South Africa
      • 7.6.4.1. South Africa Customer Experience Testing and Monitoring Solutions Market Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 8. Competitive Landscape

  • 8.1. Company Categorization
  • 8.2. Market Share/Ranking Analysis
  • 8.3. Company Heat Map Analysis
  • 8.4. Company Profiles/Listing
    • 8.4.1. Adobe
      • 8.4.1.1. Participant's Overview
      • 8.4.1.2. Financial Performance
      • 8.4.1.3. Product Benchmarking
      • 8.4.1.4. Strategic Initiatives
    • 8.4.2. Genesys
      • 8.4.2.1. Participant's Overview
      • 8.4.2.2. Financial Performance
      • 8.4.2.3. Product Benchmarking
      • 8.4.2.4. Strategic Initiatives
    • 8.4.3. HubSpot
      • 8.4.3.1. Participant's Overview
      • 8.4.3.2. Financial Performance
      • 8.4.3.3. Product Benchmarking
      • 8.4.3.4. Strategic Initiatives
    • 8.4.4. IBM
      • 8.4.4.1. Participant's Overview
      • 8.4.4.2. Financial Performance
      • 8.4.4.3. Product Benchmarking
      • 8.4.4.4. Strategic Initiatives
    • 8.4.5. InMoment
      • 8.4.5.1. Participant's Overview
      • 8.4.5.2. Financial Performance
      • 8.4.5.3. Product Benchmarking
      • 8.4.5.4. Strategic Initiatives
    • 8.4.6. Medallia
      • 8.4.6.1. Participant's Overview
      • 8.4.6.2. Financial Performance
      • 8.4.6.3. Product Benchmarking
      • 8.4.6.4. Strategic Initiatives
    • 8.4.7. NICE Ltd.
      • 8.4.7.1. Participant's Overview
      • 8.4.7.2. Financial Performance
      • 8.4.7.3. Product Benchmarking
      • 8.4.7.4. Strategic Initiatives
    • 8.4.8. Oracle
      • 8.4.8.1. Participant's Overview
      • 8.4.8.2. Financial Performance
      • 8.4.8.3. Product Benchmarking
      • 8.4.8.4. Strategic Initiatives
    • 8.4.9. Qualtrics
      • 8.4.9.1. Participant's Overview
      • 8.4.9.2. Financial Performance
      • 8.4.9.3. Product Benchmarking
      • 8.4.9.4. Strategic Initiatives
    • 8.4.10. Salesforce
      • 8.4.10.1. Participant's Overview
      • 8.4.10.2. Financial Performance
      • 8.4.10.3. Product Benchmarking
      • 8.4.10.4. Strategic Initiatives
    • 8.4.11. SAP
      • 8.4.11.1. Participant's Overview
      • 8.4.11.2. Financial Performance
      • 8.4.11.3. Product Benchmarking
      • 8.4.11.4. Strategic Initiatives
    • 8.4.12. SAS
      • 8.4.12.1. Participant's Overview
      • 8.4.12.2. Financial Performance
      • 8.4.12.3. Product Benchmarking
      • 8.4.12.4. Strategic Initiatives
    • 8.4.13. StellaService
      • 8.4.13.1. Participant's Overview
      • 8.4.13.2. Financial Performance
      • 8.4.13.3. Product Benchmarking
      • 8.4.13.4. Strategic Initiatives
    • 8.4.14. Verint Systems Inc.
      • 8.4.14.1. Participant's Overview
      • 8.4.14.2. Financial Performance
      • 8.4.14.3. Product Benchmarking
      • 8.4.14.4. Strategic Initiatives
    • 8.4.15. Zendesk
      • 8.4.15.1. Participant's Overview
      • 8.4.15.2. Financial Performance
      • 8.4.15.3. Product Benchmarking
      • 8.4.15.4. Strategic Initiatives