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1722782

カスタマーエクスペリエンス管理ソフトウェアの市場規模、シェア、動向、予測：コンポーネント、タッチポイント、展開形態、組織規模、産業、地域別、2025年～2033年

Customer Experience Management Software Market Size, Share, Trends and Forecast by Component, Touchpoint, Deployment Mode, Organization Size, Industries, and Region, 2025-2033

出版日
発行
IMARC
ページ情報
英文 148 Pages
納期
2～3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=144.36円
カスタマーエクスペリエンス管理ソフトウェアの市場規模、シェア、動向、予測：コンポーネント、タッチポイント、展開形態、組織規模、産業、地域別、2025年～2033年
出版日: 2025年05月01日
発行: IMARC
ページ情報: 英文 148 Pages
納期: 2～3営業日
GIIご利用のメリット
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  • 概要
  • 図表
  • 目次
概要

カスタマーエクスペリエンス管理ソフトウェアの世界市場規模は、2024年に146億3,579万米ドルとなりました。今後、IMARC Groupは、市場は2033年までに397億470万米ドルに達し、2025年から2033年にかけて11.73%のCAGRを示すと予測しています。現在、北米が市場を独占しており、2024年の市場シェアは43.0％を超えています。カスタマーエクスペリエンス管理ソフトウェアの市場のシェアは、カスタマイズされた顧客対応へのニーズの高まり、オムニチャネル・エンゲージメント・アプローチの広範な導入、人工知能（AI）と機械学習（ML）の進歩、厳格なデータプライバシー法、クラウドベースのサービスとモバイル技術への依存度の高まりなどを背景に拡大しています。

カスタマー・エクスペリエンス・マネジメント（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、全体的なエクスペリエンス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、ビジネスに好結果をもたらすための行動を起こす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、世界的に幅広く利用されています。

カスタマーエクスペリエンス管理ソフトウェアの市場動向：

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するようになっています。また、M&A（合併・買収）、製品の発売、戦略的開発、パートナーシップやコラボレーションに注力し、全体的な売上にプラスの影響を与えています。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、顧客がモバイルアプリ、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するようになったため、統一プラットフォーム上でカスタマーレビューを収集する必要性が生じています。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。このほか、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、世界のデジタル顧客交流の増加が、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。

本レポートで扱う主な質問

  • カスタマーエクスペリエンス管理ソフトウェアの市場の規模は？
  • カスタマーエクスペリエンス管理ソフトウェアの市場の将来展望は？
  • カスタマーエクスペリエンス管理ソフトウェアの市場を牽引する主要因は何か？
  • カスタマーエクスペリエンス管理ソフトウェアの市場で最大のシェアを占める地域は？
  • 世界のカスタマーエクスペリエンス管理ソフトウェアの市場における主要企業は？

目次

第1章 序文

第2章 調査範囲と調査手法

  • 調査の目的
  • ステークホルダー
  • データソース
    • 一次情報
    • 二次情報
  • 市場推定
    • ボトムアップアプローチ
    • トップダウンアプローチ
  • 調査手法

第3章 エグゼクティブサマリー

第4章 イントロダクション

  • 概要
  • 主要業界動向

第5章 世界のカスタマーエクスペリエンス管理ソフトウェア市場

  • 市場概要
  • 市場実績
  • COVID-19の影響
  • 市場予測

第6章 市場内訳：コンポーネント別

  • ソリューション
  • サービス

第7章 市場内訳：タッチポイント別

  • 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
  • メール
  • モバイル
  • ウェブサービス
  • その他

第8章 市場内訳：展開モード別

  • オンプレミス
  • クラウドベース

第9章 市場内訳：組織規模別

  • 大企業
  • 中小企業

第10章 市場内訳：産業別

  • 小売り
  • BFSI
  • IT・通信
  • ヘルスケア
  • メディアとエンターテイメント
  • 政府部門
  • その他

第11章 市場内訳：地域別

  • 北米
    • 米国
    • カナダ
  • アジア太平洋地域
    • 中国
    • 日本
    • インド
    • 韓国
    • オーストラリア
    • インドネシア
    • その他
  • 欧州
    • ドイツ
    • フランス
    • 英国
    • イタリア
    • スペイン
    • ロシア
    • その他
  • ラテンアメリカ
    • ブラジル
    • メキシコ
    • その他
  • 中東・アフリカ
    • 市場内訳：国別

第12章 SWOT分析

  • 概要
  • 強み
  • 弱み
  • 機会
  • 脅威

第13章 バリューチェーン分析

第14章 ポーターのファイブフォース分析

  • 概要
  • 買い手の交渉力
  • 供給企業の交渉力
  • 競合の程度
  • 新規参入業者の脅威
  • 代替品の脅威

第15章 価格分析

第16章 競合情勢

  • 市場構造
  • 主要企業
  • 主要企業のプロファイル
    • 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.
    • Zendesk
図表

List of Figures

  • Figure 1: Global: Customer Experience Management Software Market: Major Drivers and Challenges
  • Figure 2: Global: Customer Experience Management Software Market: Sales Value (in Million USD), 2019-2024
  • Figure 3: Global: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 4: Global: Customer Experience Management Software Market: Breakup by Component (in %), 2024
  • Figure 5: Global: Customer Experience Management Software Market: Breakup by Touchpoint (in %), 2024
  • Figure 6: Global: Customer Experience Management Software Market: Breakup by Deployment Mode (in %), 2024
  • Figure 7: Global: Customer Experience Management Software Market: Breakup by Organization Size (in %), 2024
  • Figure 8: Global: Customer Experience Management Software Market: Breakup by Industries (in %), 2024
  • Figure 9: Global: Customer Experience Management Software Market: Breakup by Region (in %), 2024
  • Figure 10: Global: Customer Experience Management Software (Solutions) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 11: Global: Customer Experience Management Software (Solutions) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 12: Global: Customer Experience Management Software (Services) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 13: Global: Customer Experience Management Software (Services) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 14: Global: Customer Experience Management Software (Stores/Branches) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 15: Global: Customer Experience Management Software (Stores/Branches) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 16: Global: Customer Experience Management Software (Call Centers) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 17: Global: Customer Experience Management Software (Call Centers) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 18: Global: Customer Experience Management Software (Social Media Platform) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 19: Global: Customer Experience Management Software (Social Media Platform) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 20: Global: Customer Experience Management Software (Email) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 21: Global: Customer Experience Management Software (Email) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 22: Global: Customer Experience Management Software (Mobile) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 23: Global: Customer Experience Management Software (Mobile) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 24: Global: Customer Experience Management Software (Web Services) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 25: Global: Customer Experience Management Software (Web Services) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 26: Global: Customer Experience Management Software (Other Touchpoints) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 27: Global: Customer Experience Management Software (Other Touchpoints) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 28: Global: Customer Experience Management Software (On-premises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 29: Global: Customer Experience Management Software (On-premises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 30: Global: Customer Experience Management Software (Cloud-based) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 31: Global: Customer Experience Management Software (Cloud-based) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 32: Global: Customer Experience Management Software (Large Enterprises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 33: Global: Customer Experience Management Software (Large Enterprises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 34: Global: Customer Experience Management Software (Small and Medium-sized Enterprises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 35: Global: Customer Experience Management Software (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 36: Global: Customer Experience Management Software (Retail) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 37: Global: Customer Experience Management Software (Retail) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 38: Global: Customer Experience Management Software (BFSI) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 39: Global: Customer Experience Management Software (BFSI) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 40: Global: Customer Experience Management Software (IT and Telecommunication) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 41: Global: Customer Experience Management Software (IT and Telecommunication) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 42: Global: Customer Experience Management Software (Healthcare) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 43: Global: Customer Experience Management Software (Healthcare) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 44: Global: Customer Experience Management Software (Media and Entertainment) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 45: Global: Customer Experience Management Software (Media and Entertainment) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 46: Global: Customer Experience Management Software (Government Sector) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 47: Global: Customer Experience Management Software (Government Sector) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 48: Global: Customer Experience Management Software (Other End Use Industries) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 49: Global: Customer Experience Management Software (Other End Use Industries) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 50: North America: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 51: North America: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 52: United States: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 53: United States: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 54: Canada: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 55: Canada: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 56: Asia-Pacific: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 57: Asia-Pacific: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 58: China: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 59: China: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 60: Japan: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 61: Japan: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 62: India: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 63: India: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 64: South Korea: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 65: South Korea: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 66: Australia: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 67: Australia: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 68: Indonesia: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 69: Indonesia: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 70: Others: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 71: Others: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 72: Europe: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 73: Europe: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 74: Germany: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 75: Germany: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 76: France: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 77: France: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 78: United Kingdom: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 79: United Kingdom: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 80: Italy: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 81: Italy: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 82: Spain: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 83: Spain: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 84: Russia: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 85: Russia: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 86: Others: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 87: Others: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 88: Latin America: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 89: Latin America: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 90: Brazil: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 91: Brazil: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 92: Mexico: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 93: Mexico: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 94: Others: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 95: Others: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 96: Middle East and Africa: Customer Experience Management Software Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 97: Middle East and Africa: Customer Experience Management Software Market: Breakup by Country (in %), 2024
  • Figure 98: Middle East and Africa: Customer Experience Management Software Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 99: Global: Customer Experience Management Software Industry: SWOT Analysis
  • Figure 100: Global: Customer Experience Management Software Industry: Value Chain Analysis
  • Figure 101: Global: Customer Experience Management Software Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: Customer Experience Management Software Market: Key Industry Highlights, 2024 and 2033
  • Table 2: Global: Customer Experience Management Software Market Forecast: Breakup by Component (in Million USD), 2025-2033
  • Table 3: Global: Customer Experience Management Software Market Forecast: Breakup by Touchpoint (in Million USD), 2025-2033
  • Table 4: Global: Customer Experience Management Software Market Forecast: Breakup by Deployment Mode (in Million USD), 2025-2033
  • Table 5: Global: Customer Experience Management Software Market Forecast: Breakup by Organization Size (in Million USD), 2025-2033
  • Table 6: Global: Customer Experience Management Software Market Forecast: Breakup by Industries (in Million USD), 2025-2033
  • Table 7: Global: Customer Experience Management Software Market Forecast: Breakup by Region (in Million USD), 2025-2033
  • Table 8: Global: Customer Experience Management Software Market: Competitive Structure
  • Table 9: Global: Customer Experience Management Software Market: Key Players
目次
Product Code: SR112025A5037

The global customer experience management software market size was valued at USD 14,635.79 Million in 2024. Looking forward, IMARC Group estimates the market to reach USD 39,704.7 Million by 2033, exhibiting a CAGR of 11.73% from 2025-2033. North America currently dominates the market, holding a market share of over 43.0% in 2024. The customer experience management software market share is expanding, driven by the growing need for customized customer interactions, extensive implementation of omnichannel engagement approaches, progress in artificial intelligence (AI) and machine learning (ML), strict data privacy laws, and the heightened dependence on cloud-based services and mobile technologies.

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.

Customer Experience Management Software Market Trends:

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.

Key Market Segmentation:

Breakup by Component:

  • Solutions
  • Services

Breakup by Touchpoint:

  • Stores/Branches
  • Call Centers
  • Social Media Platform
  • Email
  • Mobile
  • Web Services
  • Others

Breakup by Deployment Mode:

  • On-premises
  • Cloud-based

Breakup by Organization Size:

  • Large Enterprises
  • Small and Medium-sized Enterprises

Breakup by Industries:

  • Retail
  • BFSI
  • IT and Telecommunication
  • Healthcare
  • Media and Entertainment
  • Government Sector
  • Others

Breakup by Region:

  • 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

Competitive Landscape:

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.How big is the customer experience management software market?
  • 2.What is the future outlook of customer experience management software market?
  • 3.What are the key factors driving the customer experience management software market?
  • 4.Which region accounts for the largest customer experience management software market share?
  • 5.Which are the leading companies in the global customer experience management software market?

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

  • 4.1 Overview
  • 4.2 Key Industry Trends

5 Global Customer Experience Management Software Market

  • 5.1 Market Overview
  • 5.2 Market Performance
  • 5.3 Impact of COVID-19
  • 5.4 Market Forecast

6 Market Breakup by Component

  • 6.1 Solutions
    • 6.1.1 Market Trends
    • 6.1.2 Market Forecast
  • 6.2 Services
    • 6.2.1 Market Trends
    • 6.2.2 Market Forecast

7 Market Breakup by Touchpoint

  • 7.1 Stores/Branches
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2 Call Centers
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast
  • 7.3 Social Media Platform
    • 7.3.1 Market Trends
    • 7.3.2 Market Forecast
  • 7.4 Email
    • 7.4.1 Market Trends
    • 7.4.2 Market Forecast
  • 7.5 Mobile
    • 7.5.1 Market Trends
    • 7.5.2 Market Forecast
  • 7.6 Web Services
    • 7.6.1 Market Trends
    • 7.6.2 Market Forecast
  • 7.7 Others
    • 7.7.1 Market Trends
    • 7.7.2 Market Forecast

8 Market Breakup by Deployment Mode

  • 8.1 On-premises
    • 8.1.1 Market Trends
    • 8.1.2 Market Forecast
  • 8.2 Cloud-based
    • 8.2.1 Market Trends
    • 8.2.2 Market Forecast

9 Market Breakup by Organization Size

  • 9.1 Large Enterprises
    • 9.1.1 Market Trends
    • 9.1.2 Market Forecast
  • 9.2 Small and Medium-sized Enterprises
    • 9.2.1 Market Trends
    • 9.2.2 Market Forecast

10 Market Breakup by Industries

  • 10.1 Retail
    • 10.1.1 Market Trends
    • 10.1.2 Market Forecast
  • 10.2 BFSI
    • 10.2.1 Market Trends
    • 10.2.2 Market Forecast
  • 10.3 IT and Telecommunication
    • 10.3.1 Market Trends
    • 10.3.2 Market Forecast
  • 10.4 Healthcare
    • 10.4.1 Market Trends
    • 10.4.2 Market Forecast
  • 10.5 Media and Entertainment
    • 10.5.1 Market Trends
    • 10.5.2 Market Forecast
  • 10.6 Government Sector
    • 10.6.1 Market Trends
    • 10.6.2 Market Forecast
  • 10.7 Others
    • 10.7.1 Market Trends
    • 10.7.2 Market Forecast

11 Market Breakup by Region

  • 11.1 North America
    • 11.1.1 United States
      • 11.1.1.1 Market Trends
      • 11.1.1.2 Market Forecast
    • 11.1.2 Canada
      • 11.1.2.1 Market Trends
      • 11.1.2.2 Market Forecast
  • 11.2 Asia-Pacific
    • 11.2.1 China
      • 11.2.1.1 Market Trends
      • 11.2.1.2 Market Forecast
    • 11.2.2 Japan
      • 11.2.2.1 Market Trends
      • 11.2.2.2 Market Forecast
    • 11.2.3 India
      • 11.2.3.1 Market Trends
      • 11.2.3.2 Market Forecast
    • 11.2.4 South Korea
      • 11.2.4.1 Market Trends
      • 11.2.4.2 Market Forecast
    • 11.2.5 Australia
      • 11.2.5.1 Market Trends
      • 11.2.5.2 Market Forecast
    • 11.2.6 Indonesia
      • 11.2.6.1 Market Trends
      • 11.2.6.2 Market Forecast
    • 11.2.7 Others
      • 11.2.7.1 Market Trends
      • 11.2.7.2 Market Forecast
  • 11.3 Europe
    • 11.3.1 Germany
      • 11.3.1.1 Market Trends
      • 11.3.1.2 Market Forecast
    • 11.3.2 France
      • 11.3.2.1 Market Trends
      • 11.3.2.2 Market Forecast
    • 11.3.3 United Kingdom
      • 11.3.3.1 Market Trends
      • 11.3.3.2 Market Forecast
    • 11.3.4 Italy
      • 11.3.4.1 Market Trends
      • 11.3.4.2 Market Forecast
    • 11.3.5 Spain
      • 11.3.5.1 Market Trends
      • 11.3.5.2 Market Forecast
    • 11.3.6 Russia
      • 11.3.6.1 Market Trends
      • 11.3.6.2 Market Forecast
    • 11.3.7 Others
      • 11.3.7.1 Market Trends
      • 11.3.7.2 Market Forecast
  • 11.4 Latin America
    • 11.4.1 Brazil
      • 11.4.1.1 Market Trends
      • 11.4.1.2 Market Forecast
    • 11.4.2 Mexico
      • 11.4.2.1 Market Trends
      • 11.4.2.2 Market Forecast
    • 11.4.3 Others
      • 11.4.3.1 Market Trends
      • 11.4.3.2 Market Forecast
  • 11.5 Middle East and Africa
    • 11.5.1 Market Trends
    • 11.5.2 Market Breakup by Country
    • 11.5.3 Market Forecast

12 SWOT Analysis

  • 12.1 Overview
  • 12.2 Strengths
  • 12.3 Weaknesses
  • 12.4 Opportunities
  • 12.5 Threats

13 Value Chain Analysis

14 Porters Five Forces Analysis

  • 14.1 Overview
  • 14.2 Bargaining Power of Buyers
  • 14.3 Bargaining Power of Suppliers
  • 14.4 Degree of Competition
  • 14.5 Threat of New Entrants
  • 14.6 Threat of Substitutes

15 Price Analysis

16 Competitive Landscape

  • 16.1 Market Structure
  • 16.2 Key Players
  • 16.3 Profiles of Key Players
    • 16.3.1 Adobe Inc.
      • 16.3.1.1 Company Overview
      • 16.3.1.2 Product Portfolio
      • 16.3.1.3 Financials
      • 16.3.1.4 SWOT Analysis
    • 16.3.2 Avaya Inc.
      • 16.3.2.1 Company Overview
      • 16.3.2.2 Product Portfolio
      • 16.3.2.3 Financials
      • 16.3.2.4 SWOT Analysis
    • 16.3.3 Clarabridge (Qualtrics International)
      • 16.3.3.1 Company Overview
      • 16.3.3.2 Product Portfolio
    • 16.3.4 International Business Machines Corporation
      • 16.3.4.1 Company Overview
      • 16.3.4.2 Product Portfolio
      • 16.3.4.3 Financials
      • 16.3.4.4 SWOT Analysis
    • 16.3.5 Medallia Inc.
      • 16.3.5.1 Company Overview
      • 16.3.5.2 Product Portfolio
    • 16.3.6 NICE Ltd.
      • 16.3.6.1 Company Overview
      • 16.3.6.2 Product Portfolio
      • 16.3.6.3 Financials
      • 16.3.6.4 SWOT Analysis
    • 16.3.7 Oracle Corporation
      • 16.3.7.1 Company Overview
      • 16.3.7.2 Product Portfolio
      • 16.3.7.3 Financials
      • 16.3.7.4 SWOT Analysis
    • 16.3.8 Salesforce.com Inc.
      • 16.3.8.1 Company Overview
      • 16.3.8.2 Product Portfolio
      • 16.3.8.3 Financials
      • 16.3.8.4 SWOT Analysis
    • 16.3.9 SAP SE
      • 16.3.9.1 Company Overview
      • 16.3.9.2 Product Portfolio
      • 16.3.9.3 Financials
      • 16.3.9.4 SWOT Analysis
    • 16.3.10 SAS Institute Inc.
      • 16.3.10.1 Company Overview
      • 16.3.10.2 Product Portfolio
      • 16.3.10.3 SWOT Analysis
    • 16.3.11 Tech Mahindra Limited
      • 16.3.11.1 Company Overview
      • 16.3.11.2 Product Portfolio
      • 16.3.11.3 Financials
      • 16.3.11.4 SWOT Analysis
    • 16.3.12 Verint Systems Inc.
      • 16.3.12.1 Company Overview
      • 16.3.12.2 Product Portfolio
      • 16.3.12.3 Financials
      • 16.3.12.4 SWOT Analysis
    • 16.3.13 Zendesk
      • 16.3.13.1 Company Overview
      • 16.3.13.2 Product Portfolio
      • 16.3.13.3 Financials