市場調査レポート
商品コード
1298693
顧客体験管理ソフトウェア市場:世界の産業動向、シェア、規模、成長機会、2023-2028年予測Customer Experience Management Software Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2023-2028 |
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顧客体験管理ソフトウェア市場:世界の産業動向、シェア、規模、成長機会、2023-2028年予測 |
出版日: 2023年06月14日
発行: IMARC
ページ情報: 英文 135 Pages
納期: 2~3営業日
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世界の顧客体験管理ソフトウェア市場規模は、2022年に114億5,590万米ドルに達しました。今後、IMARC Groupは、市場は2023年から2028年の間に13.85%の成長率(CAGR)を示し、2028年までに267億6,200万米ドルに達すると予測しています。
顧客体験管理(CEM)ソフトウェアは、ブランドに対する顧客の反応を追跡、反応、監視し、期待に応え、全体的な体験を向上させることを支援します。また、フィードバックの分析も支援し、ビジネスに有利な結果をもたらすための行動を取るための包括的な洞察を組織に提供します。リアルタイムで更新される顧客情報はすべて保存され、さまざまなチームと簡単に共有できます。その結果、小売、ヘルスケア、メディア・エンターテインメント(M&E)、銀行・金融サービス・保険(BFSI)の各分野で、世界的に広範な用途が見出されています。
市場競争の激化に伴い、最近のブランドは顧客中心のアプローチ戦略を採用し、収益性を高めるために顧客からのフィードバックや経験に大きく依存しています。また、全体的な売上にプラスの影響を与えるために、M&A(合併・買収)、製品発表、戦略的開発、提携・協力にも注力しています。さらに、スマートフォンへの依存度が高まっていることや、無料宅配や簡単な返品ポリシーなどオンラインショッピングサイトを通じて提供される利便性により、eコマース分野が盛んになっていることが、市場の成長を強化しています。これとは別に、世界中でクラウドベースのCEMソフトウェアに対する需要が高まっていることも、市場の成長を後押ししています。また、顧客はモバイルアプリ、ウェブサイト、チャットなど複数のプラットフォームを利用しているため、統一プラットフォームでカスタマーレビューを収集する必要性があります。これは、顧客のニーズを判断し対応するためのCEMソフトウェアのアプリケーションの増加と相まって、市場にプラスの影響を与えています。これに加えて、急速なデジタル化、ベンチャーキャピタルからの投資の増加、世界中で高まるデジタル顧客との交流が、CEMソフトウェアソリューションの需要を刺激しています。
The global customer experience management software market size reached US$ 11,455.9 Million in 2022. Looking forward, IMARC Group expects the market to reach US$ 26,762.0 Million by 2028, exhibiting a growth rate (CAGR) of 13.85% during 2023-2028.
Customer experience management (CEM) software assists in tracking, reacting and monitoring customer reactions with a brand to meet expectations and improve their overall experience. It also aids in analyzing feedback and facilitates organizations with comprehensive insights that help take actions for favorable business outcomes. It stores all the information of customers with real-time updates that are easy to share with different teams. As a result, it finds extensive applications in retail, healthcare, media and entertainment (M&E), and banking, financial services and insurance (BFSI) sectors worldwide.
With the growing competitive market scenario, brands nowadays are adopting customer-centric approach strategies and considerably relying on customer feedback and experience to increase their profitability. They are also focusing on mergers and acquisitions (M&A), product launches, strategic developments, and partnerships and collaborations to influence their overall sales positively. Moreover, the flourishing e-commerce sector on account of the rising reliance on smartphones and convenience offered via online shopping websites like free home delivery and easy return policies is strengthening the growth of the market. Apart from this, the escalating demand for cloud-based CEM software around the world is bolstering the growth of the market. In addition, as customers are using multiple platforms like mobile apps, websites, and chats, there is a need for collecting customer reviews on a unified platform. This, coupled with the increasing applications of CEM software to determine and cater to the needs of the customers, is positively influencing the market. Besides this, rapid digitalization, increasing investments from venture capitalists, and the rising digital customer interactions across the globe are catalyzing the demand for CEM software solutions.
IMARC Group provides an analysis of the key trends in each sub-segment of the global customer experience management software market report, along with forecasts at the global, regional and country level from 2023-2028. Our report has categorized the market based on component, touchpoint, deployment mode, organization size and industries.
Solutions
Services
Stores/Branches
Call Centers
Social Media Platform
Mobile
Web Services
Others
On-premises
Cloud-based
Large Enterprises
Small and Medium-sized Enterprises
Retail
BFSI
IT and Telecommunication
Healthcare
Media and Entertainment
Government Sector
Others
North America
United States
Canada
Asia-Pacific
China
Japan
India
South Korea
Australia
Indonesia
Others
Europe
Germany
France
United Kingdom
Italy
Spain
Russia
Others
Latin America
Brazil
Mexico
Others
Middle East and Africa
The competitive landscape of the industry has also been examined along with the profiles of the key players being Adobe Inc., Avaya Inc., Clarabridge (Qualtrics International), International Business Machines Corporation, Medallia Inc., NICE Ltd., Oracle Corporation, Salesforce.com Inc., SAP SE, SAS Institute Inc., Tech Mahindra Limited, Verint Systems Inc. and Zendesk.
Key Questions Answered in This Report
1. What was the size of the global customer experience management software market in 2022?
2. What is the expected growth rate of the global customer experience management software market during 2023-2028?
3. What are the key factors driving the global customer experience management software market?
4. What has been the impact of COVID-19 on the global customer experience management software market?
5. What is the breakup of the global customer experience management software market based on the component?
6. What is the breakup of the global customer experience management software market based on the touchpoint?
7. What is the breakup of the global customer experience management software market based on the deployment mode?
8. What is the breakup of the global customer experience management software market based on the organization size?
9. What are the key regions in the global customer experience management software market?
10. Who are the key players/companies in the global customer experience management software market?