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市場調査レポート

カスタマーエクスペリエンス管理 (CEM) の世界市場 - 規模・シェア・動向分析

Customer Experience Management Market Size, Share & Trends Analysis Report By Analytical Tool, By Touch Point Type, By Deployment (Cloud, On-Premises), By End User, By Region, And Segment Forecasts, 2020 - 2027

発行 Grand View Research, Inc. 商品コード 656151
出版日 ページ情報 英文 174 Pages
納期: 2-3営業日
価格
本日の銀行送金レート: 1USD=108.31円で換算しております。
カスタマーエクスペリエンス管理 (CEM) の世界市場 - 規模・シェア・動向分析 Customer Experience Management Market Size, Share & Trends Analysis Report By Analytical Tool, By Touch Point Type, By Deployment (Cloud, On-Premises), By End User, By Region, And Segment Forecasts, 2020 - 2027
出版日: 2020年02月24日 ページ情報: 英文 174 Pages
概要

当レポートでは、世界のカスタマーエクスペリエンス管理 (CEM) 市場について調査分析し、市場概要、セグメント別の市場分析、競合情勢、主要企業などについて、体系的な情報を提供しています。

目次

第1章 調査方法・範囲

第2章 エグゼクティブサマリー

第3章 世界のカスタマーエクスペリエンス管理 (CEM) 市場の変数・動向・範囲

  • 普及率・成長の見通しマッピング
  • 産業バリューチェーン分析
  • 市場力学
  • 主要企業の市場ランキング分析

第4章 カスタマーエクスペリエンス管理 (CEM) 市場:分析ツール別の推定・動向分析

  • 市場分析・市場シェア

第5章 カスタマーエクスペリエンス管理 (CEM) 市場:接点タイプ別の推定・動向分析

  • 市場分析・市場シェア

第6章 カスタマーエクスペリエンス管理 (CEM) 市場:展開別の推定・動向分析

  • 市場分析・市場シェア

第7章 カスタマーエクスペリエンス管理 (CEM) 市場:エンドユーザー別の推定・動向分析

  • 市場分析・市場シェア

第8章 カスタマーエクスペリエンス管理 (CEM) 市場:地域別の推定・動向分析

  • 市場分析・市場シェア
    • 北米
    • 欧州
    • アジア太平洋地域
    • ラテンアメリカ
    • 中東・アフリカ

第9章 競合情勢

  • Adobe
  • Avaya Inc.
  • Clarabridge
  • Freshworks Inc.
  • Genesys
  • IBM
  • Medallia Inc.
  • Open Text Corporation
  • Oracle
  • Qualtrics
  • SAP SE
  • SAS Institute Inc.
  • Service Management Group (SMG)
  • Tech Mahindra Limited
  • Verint
  • Zendesk
図表

List of Tables

  • Table 1 List of Abbreviation
  • Table 2 Global CEM market, 2016 - 2027 (USD Million)
  • Table 3 Global CEM market, by region, 2016 - 2027 (USD Million)
  • Table 4 Global CEM market, by analytical tools, 2016 - 2027 (USD Million)
  • Table 5 Global CEM market, by touch point type, 2016 - 2027 (USD Million)
  • Table 6 Global CEM market, by deployment, 2016 - 2027 (USD Million)
  • Table 7 Global CEM market, by end user, 2016 - 2027 (USD Million)
  • Table 8 Global CEM market, by retail segment, 2016 - 2027 (USD Million)
  • Table 9 CEM market for EFM software segment, by region, 2016 - 2027 (USD Million)
  • Table 10 CEM market for speech analytics segment, by region, 2016 - 2027 (USD Million)
  • Table 11 CEM market for text analytics segment, by region, 2016 - 2027 (USD Million)
  • Table 12 CEM market for web analytics & content management segment, by region, 2016 - 2027 (USD Million)
  • Table 13 CEM market for other analytics segment, by region, 2016 - 2027 (USD Million)
  • Table 14 CEM market for store/branches segment, by region, 2016 - 2027 (USD Million)
  • Table 15 CEM market for call centers segment, by region, 2016 - 2027 (USD Million)
  • Table 16 CEM market for social media platform segment, by region, 2016 - 2027 (USD Million)
  • Table 17 CEM market for email segment, by region, 2016 - 2027 (USD Million)
  • Table 18 CEM market for mobile segment, by region, 2016 - 2027 (USD Million)
  • Table 19 CEM market for web services segment, by region, 2016 - 2027 (USD Million)
  • Table 20 CEM market for other touch point segment, by region, 2016 - 2027 (USD Million)
  • Table 21 CEM market for cloud segment, by region, 2016 - 2027 (USD Million)
  • Table 22 CEM market for on-premise segment, by region, 2016 - 2027 (USD Million)
  • Table 23 CEM market for BFSI segment, by region, 2016 - 2027 (USD Million)
  • Table 24 CEM market for retail segment, by region, 2016 - 2027 (USD Million)
  • Table 25 CEM market for healthcare segment, by region, 2016 - 2027 (USD Million)
  • Table 26 CEM market for IT & telecom segment, by region, 2016 - 2027 (USD Million)
  • Table 27 CEM market for manufacturing segment, by region, 2016 - 2027 (USD Million)
  • Table 28 CEM market for government, energy & utilities segment, by region, 2016 - 2027 (USD Million)
  • Table 29 CEM market for construction, real estate & property management segment, by region, 2016 - 2027 (USD Million)
  • Table 30 CEM market for services business segment, by region, 2016 - 2027 (USD Million)
  • Table 31 CEM market for other end-user segment, by region, 2016 - 2027 (USD Million)
  • Table 32 North America CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 33 North America CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 34 North America CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 35 North America CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 36 U.S. CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 37 U.S. CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 38 U.S. CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 39 U.S. CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 40 Canada CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 41 Canada CEM market by, touch point type segment, 2016 - 2027 (USD Million)
  • Table 42 Canada CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 43 Canada CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 44 Europe CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 45 Europe CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 46 Europe CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 47 Europe CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 48 U.K. CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 49 U.K. CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 50 U.K. CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 51 U.K. CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 52 Germany CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 53 Germany CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 54 Germany CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 55 Germany CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 56 France CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 57 France CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 58 France CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 59 France CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 60 Asia Pacific CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 61 Asia Pacific CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 62 Asia Pacific CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 63 Asia Pacific CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 64 China CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 65 China CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 66 China CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 67 China CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 68 India CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 69 India CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 70 India CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 71 India CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 72 Japan CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 73 Japan CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 74 Japan CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 75 Japan CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 76 Latin America CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 77 Latin America CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 78 Latin America CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 79 Latin America CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 80 Brazil CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 81 Brazil CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 82 Brazil CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 83 Brazil CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 84 Mexico CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 85 Mexico CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 86 Mexico CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 87 Mexico CEM market, by end user segment, 2016 - 2027 (USD Million)
  • Table 88 MEA CEM market, by analytical tools segment, 2016 - 2027 (USD Million)
  • Table 89 MEA CEM market, by touch point type segment, 2016 - 2027 (USD Million)
  • Table 90 MEA CEM market, by deployment segment, 2016 - 2027 (USD Million)
  • Table 91 MEA CEM market, by end user segment, 2016 - 2027 (USD Million)

List of Figures

  • Fig. 1 Market Segmentation & Scope
  • Fig. 2 Market research process
  • Fig. 3 Primary Research Pattern
  • Fig. 4 Information Analysis
  • Fig. 5 Data Validation & Publishing
  • Fig. 6 Market Snapshot
  • Fig. 7 Penetration & growth prospects mapping
  • Fig. 8 CEM market: Value chain analysis
  • Fig. 9 Customer experience management (CEM) market driver analysis
  • Fig. 10 Customer experience management (CEM) market restraint analysis
  • Fig. 11 CEM market: PEST analysis
  • Fig. 12 CEM market: Porters analysis
  • Fig. 13 CEM market: Key company analysis, 2019
  • Fig. 14 CEM market: Analytical Tools Segment, 2019 Vs 2027
  • Fig. 15 CEM market: Touch Point Type Segment, 2019 Vs 2027
  • Fig. 16 CEM market: Deployment Segment, 2019 Vs 2027
  • Fig. 17 CEM market: End-user Segment, 2019 Vs 2027
  • Fig. 18 CEM market: Regional Segment, 2019 Vs 2027
目次
Product Code: GVR-2-68038-502-1

The global customer experience management market size is expected to reach USD 23.6 billion by 2027, registering a CAGR of 17.7% from 2020 to 2027, according to the new study conducted by Grand View Research, Inc. The digital disruption and changing customer behavior are some of the key trends stimulating the growth of the market for customer experience management. Furthermore, with the increasing expectation of customers for quality, convenience, and speed service, business organizations are engaged to provide services at multiple touch points. Additionally, with the advancements in technology, organizations are actively involved in the implementation and deployment of autonomous and AI-based platforms and applications to provide fast, reliable, and efficient real-time customer service.

Rise in social media platforms and online commerce business is another factor responsible for the traction of contextualized and personalized consumer experience through data management. Consumers share every experience and their opinions across different channels. The result of sharing opinions could impact a brand's reputation positively or negatively. Therefore, to improve brand loyalty, reputation, and to retain customer, business organizations are transforming their business model towards more of a customer-centric approach to gain a competitive edge ahead and provide efficient customer experience.

The opportunity for customer experience management increases with the implementation of cloud-based deployment models. It maintains, unify, and provides a holistic view of customer information throughout the organizational ecosystem. Furthermore, the information connected within a single cloud offers different departments and business functions to closely monitor a lead, understand consumer preferences, and their expenditure behaviors and buying patterns before facilitating any personalized marketing strategies. The adoption of such consumer experience management practices also eliminates information siloes and help organization enrich its consumer experience management, in turn, gaining customer loyalty.

Further key findings from the report suggest:

Based on the analytical tools segment, text analytics held the largest customer experience management market share in 2019. The growth in the segment is attributed to the increasing demand to understand unstructured text-based data and gain valuable insights through social media comments and product reviews

The mobile touchpoint segment is anticipated to witness a highest CAGR over the forecast period. This growth is attributed to the rising use of mobile devices among customers, increasing number of mobile apps, and growth in mobile marketing and personalized marketing strategies

On the basis of end-user segment, the BFSI segment is expected to register the highest CAGR of 19.0% over the forecast period

North America accounted for the largest revenue share in 2019 and is expected to continue to dominate the market for customer experience management over the forecast period

The key industry participants include Adobe; Avaya Inc.; IBM; Genesys; Open Text Corporation; Oracle; SAP SE; and Verint.

Table of Content

Chapter 1. Methodology and Scope

  • 1.1. Market Segmentation and Scope
  • 1.2. Market Definition
  • 1.3. Information Procurement
    • 1.3.1. Purchased database
    • 1.3.2. GVR's internal database
    • 1.3.3. Secondary sources & third-party perspectives
    • 1.3.4. Primary research
  • 1.4. Information Analysis
  • 1.5. Market Formulation & Data Visualization
  • 1.6. Data Validation & Publishing

Chapter 2. Executive Summary

  • 2.1. Customer Experience Management Market Snapshot
  • 2.2. Segment Outlook
    • 2.2.1. Global Customer Experience Management Market, 2016 - 2027
      • 2.2.1.1. Global Customer Experience Management Market, by region, 2016 - 2027
      • 2.2.1.2. Global Customer Experience Management Market, by analytical tools, 2016 - 2027
      • 2.2.1.3. Global Customer Experience Management Market, by touch point type, 2016 - 2027
      • 2.2.1.4. Global Customer Experience Management Market, by deployment, 2016 - 2027
      • 2.2.1.5. Global Customer Experience Management Market, by end-user, 2016 - 2027

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

  • 3.1. Penetration & Growth Prospect Mapping
  • 3.2. Industry Value Chain Analysis
  • 3.3. Market Dynamics
    • 3.3.1. Market driver analysis
      • 3.3.1.1. Rise of voice commerce and demand for hyper-personalized experience
      • 3.3.1.2. Increasing need for customer retention strategies
      • 3.3.1.3. Increasing investment in technologies to improve customer experience
      • 3.3.1.4. Increasing need to understand customer sentiments shared through feedbacks and comments
    • 3.3.2. Market restraint analysis
      • 3.3.2.1. Inconsistent customer experience feedback across multiple channels
      • 3.3.2.2. Difficulty in Combining data to have a single view of the customer
    • 3.3.3. Business environment analysis
      • 3.3.3.1. Porter's five forces analysis
      • 3.3.3.2. PEST analysis
  • 3.4. Key company market ranking analysis, 2019

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

  • 4.1. Analytical Tools Market Analysis & Market Share, 2019 & 2027
    • 4.1.1. Enterprise Feed Management (EFM) software
      • 4.1.1.1. Market for enterprise feed management (EFM) software segment, by region, 2016 - 2027 (USD Million)
    • 4.1.2. Speech Analytics
      • 4.1.2.1. Market for speech analytics segment, by region, 2016 - 2027 (USD Million)
    • 4.1.3. Text Analytics
      • 4.1.3.1. Market for text analytics segment, by region, 2016 - 2027 (USD Million)
    • 4.1.4. Web Analytics & Content Management
      • 4.1.4.1. Market for web analytics & content management segment, by region, 2016 - 2027 (USD Million)
    • 4.1.5. Other Analytics
      • 4.1.5.1. Market for other analytics segment, by region, 2016 - 2027 (USD Million)

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

  • 5.1. Touch Point Type Market Analysis & Market Share, 2019 & 2027
    • 5.1.1. Store/Branches
      • 5.1.1.1. Market for store/branches segment, by region, 2016 - 2027 (USD Million)
    • 5.1.2. Call Centers
      • 5.1.2.1. Market for call centers segment, by region, 2016 - 2027 (USD Million)
    • 5.1.3. Social Media Platform
      • 5.1.3.1. Market for social media platform segment, by region, 2016 - 2027 (USD Million)
    • 5.1.4. Email
      • 5.1.4.1. Market for email segment, by region, 2016 - 2027 (USD Million)
    • 5.1.5. Mobile
      • 5.1.5.1. Market for mobile segment, by region, 2016 - 2027 (USD Million)
    • 5.1.6. Web Services
      • 5.1.6.1. Market for web services segment, by region, 2016 - 2027 (USD Million)
    • 5.1.7. Other Touch Point
      • 5.1.7.1. Market for other touch point type segment, by region, 2016 - 2027 (USD Million)

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

  • 6.1. Deployment Market Analysis & Market Share, 2019 & 2027
    • 6.1.1. Cloud
      • 6.1.1.1. Market for cloud segment, by region, 2016 - 2027 (USD Million)
    • 6.1.2. On-premise
      • 6.1.2.1. Market for on-premise segment, by region, 2016 - 2027 (USD Million)

Chapter 7. Customer Experience Management Market: End User Estimates & Trends Analysis

  • 7.1. End User Market Analysis & Market Share, 2019 & 2027
    • 7.1.1. BFSI
      • 7.1.1.1. Market for BFSI segment, by region, 2016 - 2027 (USD Million)
    • 7.1.2. Retail
      • 7.1.2.1. Market for retail segment, by region, 2016 - 2027 (USD Million)
    • 7.1.3. Healthcare
      • 7.1.3.1. Market for healthcare segment, by region, 2016 - 2027 (USD Million)
    • 7.1.4. IT & Telecom
      • 7.1.4.1. Market for IT & telecom segment, by region, 2016 - 2027 (USD Million)
    • 7.1.5. Manufacturing
      • 7.1.5.1. Market for manufacturing segment, by region, 2016 - 2027 (USD Million)
    • 7.1.6. Government, Energy & Utilities
      • 7.1.6.1. Market for government, energy & utilities segment, by region, 2016 - 2027 (USD Million)
    • 7.1.7. Construction, Real Estate & Property Management
      • 7.1.7.1. Market for construction, real estate & property management segment, by region, 2016 - 2027 (USD Million)
    • 7.1.8. Services Business
      • 7.1.8.1. Market for services business segment, by region, 2016 - 2027 (USD Million)
      • 7.1.8.2. Other End User
      • 7.1.8.3. Market for other end user segment, by region, 2016 - 2027 (USD Million)

Chapter 8. Customer Experience Management Market: Regional Estimates & Trend analysis

  • 8.1. Regional Market Analysis & Market Share, 2019 & 2027
    • 8.1.1. North America
      • 8.1.1.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.1.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.1.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.1.4. Market, by end user segment, 2016 - 2027 (USD Million)
      • 8.1.1.5. U.S.
      • 8.1.1.5.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.1.5.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.1.5.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.1.5.4. Market, by end user segment, 2016 - 2027 (USD Million)
      • 8.1.1.6. Canada
      • 8.1.1.6.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.1.6.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.1.6.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.1.6.4. Market, by end user segment, 2016 - 2027 (USD Million)
    • 8.1.2. Europe
      • 8.1.2.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.2.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.2.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.2.4. Market, by end user segment, 2016 - 2027 (USD Million)
      • 8.1.2.5. U.K.
      • 8.1.2.5.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.2.5.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.2.5.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.2.5.4. Market, by end user segment, 2016 - 2027 (USD Million)
      • 8.1.2.6. Germany
      • 8.1.2.6.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.2.6.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.2.6.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.2.6.4. Market, by end user segment, 2016 - 2027 (USD Million)
      • 8.1.2.7. France
      • 8.1.2.7.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.2.7.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.2.7.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.2.7.4. Market, by end user segment, 2016 - 2027 (USD Million)
    • 8.1.3. Asia Pacific
      • 8.1.3.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.3.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.3.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.3.4. Market, by end user segment, 2016 - 2027 (USD Million)
      • 8.1.3.5. China
      • 8.1.3.5.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.3.5.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.3.5.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.3.5.4. Market, by end user segment, 2016 - 2027 (USD Million)
      • 8.1.3.6. India
      • 8.1.3.6.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.3.6.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.3.6.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.3.6.4. Market, by end user segment, 2016 - 2027 (USD Million)
      • 8.1.3.7. Japan
      • 8.1.3.7.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.3.7.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.3.7.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.3.7.4. Market, by end user segment, 2016 - 2027 (USD Million)
    • 8.1.4. Latin America
      • 8.1.4.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.4.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.4.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.4.4. Market, by end user segment, 2016 - 2027 (USD Million)
      • 8.1.4.5. Brazil
      • 8.1.4.5.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.4.5.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.4.5.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.4.5.4. Market, by end user segment, 2016 - 2027 (USD Million)
      • 8.1.4.6. Mexico
      • 8.1.4.6.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.4.6.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.4.6.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.4.6.4. Market, by end user segment, 2016 - 2027 (USD Million)
    • 8.1.5. Middle East & Africa (MEA)
      • 8.1.5.1. Market, by analytical tools segment, 2016 - 2027 (USD Million)
      • 8.1.5.2. Market, by touch point type segment, 2016 - 2027 (USD Million)
      • 8.1.5.3. Market, by deployment segment, 2016 - 2027 (USD Million)
      • 8.1.5.4. Market, by end user segment, 2016 - 2027 (USD Million)

Chapter 9. Competitive Landscape

  • 9.1. Adobe
      • 9..1.1. Company overview
      • 9..1.2. Financial performance
    • 9.1.3. Product benchmarking
    • 9.1.4. Recent developments
  • 9.2. Avaya Inc.
    • 9.2.1. Company overview
    • 9.2.2. Financial performance
    • 9.2.3. Product benchmarking
    • 9.2.4. Recent developments
  • 9.3. Clarabridge
    • 9.3.1. Company overview
    • 9.3.2. Financial performance
    • 9.3.3. Product benchmarking
    • 9.3.4. Recent developments
  • 9.4. Freshworks Inc.
    • 9.4.1. Company overview
    • 9.4.2. Financial performance
    • 9.4.3. Product benchmarking
    • 9.4.4. Recent developments
  • 9.5. Genesys
    • 9.5.1. Company overview
    • 9.5.2. Financial performance
    • 9.5.3. Product benchmarking
    • 9.5.4. Recent developments
  • 9.6. IBM
    • 9.6.1. Company overview
    • 9.6.2. Financial performance
    • 9.6.3. Product benchmarking
    • 9.6.4. Recent developments
  • 9.7. Medallia Inc.
    • 9.7.1. Company overview
    • 9.7.2. Financial performance
    • 9.7.3. Product benchmarking
    • 9.7.4. Recent developments
  • 9.8. Open Text Corporation
    • 9.8.1. Company overview
    • 9.8.2. Financial performance
    • 9.8.3. Product benchmarking
    • 9.8.4. Recent developments
  • 9.9. Oracle
    • 9.9.1. Company overview
    • 9.9.2. Financial performance
    • 9.9.3. Product benchmarking
    • 9.9.4. Recent developments
  • 9.10. Qualtrics
    • 9.10.1. Company overview
    • 9.10.2. Financial performance
    • 9.10.3. Product benchmarking
    • 9.10.4. Recent developments
  • 9.11. SAP SE
    • 9.11.1. Company overview
    • 9.11.2. Financial performance
    • 9.11.3. Product benchmarking
    • 9.11.4. Recent developments
  • 9.12. SAS Institute Inc.
    • 9.12.1. Company overview
    • 9.12.2. Financial performance
    • 9.12.3. Product benchmarking
    • 9.12.4. Recent developments
  • 9.13. Service Management Group (SMG)
    • 9.13.1. Company overview
    • 9.13.2. Financial performance
    • 9.13.3. Product benchmarking
    • 9.13.4. Recent developments
  • 9.14. Tech Mahindra Limited
    • 9.14.1. Company overview
    • 9.14.2. Financial performance
    • 9.14.3. Product benchmarking
    • 9.14.4. Recent developments
  • 9.15. Verint
    • 9.15.1. Company overview
    • 9.15.2. Financial performance
    • 9.15.3. Product benchmarking
    • 9.15.4. Recent developments
  • 9.16. Zendesk
    • 9.16.1. Company overview
    • 9.16.2. Financial performance
    • 9.16.3. Product benchmarking
    • 9.16.4. Recent developments