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市場調査レポート

顧客経験管理 (CEM) の世界市場予測 〜2022年:企業ウェブサイト、支店/店舗、ウェブ、コールセンター

Customer Experience Management Market by Touch Point (Company Website, Branch/Store, Web, Call Center), Vertical (IT Communication Service Provider, BFSI, Healthcare, Manufacturing, Travel & Hospitality), and Region - Global Forecast to 2022

発行 MarketsandMarkets 商品コード 252612
出版日 ページ情報 英文 161 Pages
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本日の銀行送金レート: 1USD=113.76円で換算しております。
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顧客経験管理 (CEM) の世界市場予測 〜2022年:企業ウェブサイト、支店/店舗、ウェブ、コールセンター Customer Experience Management Market by Touch Point (Company Website, Branch/Store, Web, Call Center), Vertical (IT Communication Service Provider, BFSI, Healthcare, Manufacturing, Travel & Hospitality), and Region - Global Forecast to 2022
出版日: 2017年11月07日 ページ情報: 英文 161 Pages
概要

顧客経験管理 (CEM) の世界市場は、2017年から2022年にかけて23.1%の複合年間成長率 (CAGR) で推移し、2017年には59億8000万米ドルに、2022年には169億1000万米ドル規模に拡大すると予測されています。CEM市場の主要な促進要因には、顧客ジャーニー全体を通して顧客経験を管理するニーズの高まり、競争上の差別化、eコマースおよびmコマースの拡大などが含まれます。

当レポートでは、世界の顧客経験管理 (CEM) 市場について調査分析し、市場概要、産業動向、セグメント別の市場分析、市場成長への各種影響要因、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。

第1章 イントロダクション

第2章 調査手法

第3章 エグゼクティブサマリー

第4章 重要考察

  • 顧客経験管理 (CEM) 市場の魅力的な市場機会
  • 北米の顧客経験管理 (CEM) 市場:産業分野別
  • 欧州の顧客経験管理 (CEM) 市場:タッチポイント別
  • 顧客経験管理 (CEM) 市場:地域別

第5章 市場概要

  • イントロダクション
  • 市場の発展動向
  • 市場力学
    • 促進要因
      • 顧客ジャーニーの全工程におけるCEMの必要性
      • 顧客のチャーンレートを防止するCEMの導入増加
      • 差別化戦略の必要性
      • eコマースおよびmコマースプラットフォームの利用増加
    • 抑制要因
      • CEMソリューションとその他の技術でのデータの同期化
      • 顧客其々のパーソナライズされた期待
    • 機会
      • バーチャルタッチポイントに対する注目
      • デジタル市場の統合
      • 従業員エンゲージメントソリューションの需要拡大
    • 課題
      • 適切な人材と技術の選択
  • ケーススタディ

第6章 顧客経験管理 (CEM) の世界市場:タッチポイント別

  • イントロダクション
  • 企業ウェブサイト
  • 支店/店舗
  • ウェブ
  • コールセンター
  • モバイル
  • ソーシャルメディア
  • Eメール
  • その他

第7章 顧客経験管理 (CEM) の世界市場:垂直産業別

  • イントロダクション
  • IT通信サービスプロバイダー
  • 通信サービスプロバイダー
  • 公共部門・エネルギー・ユーティリティ
  • 銀行・金融サービス・保険
  • 医療
  • 自動車・輸送
  • 消費財・小売
  • メディア・エンターテインメント
  • 旅行・ホスピタリティ
  • 製造
  • その他

第8章 顧客経験管理 (CEM) の世界市場:地域別

  • イントロダクション
  • 北米
  • 欧州
  • アジア太平洋地域
  • 中東・アフリカ
  • ラテンアメリカ

第9章 競合情勢

  • 概要
  • 競合状況と動向
    • 新製品の発表
    • 事業拡大
    • 合併・買収
    • 合意・協力・契約・提携
  • 主要企業の市場ランキング

第10章 企業プロファイル

  • ADOBE SYSTEMS
  • ORACLE
  • IBM
  • AVAYA
  • NICE SYSTEMS
  • NOKIA
  • OPENTEXT
  • TECH MAHINDRA
  • VERINT SYSTEMS
  • MARITZCX
  • MEDALLIA
  • QUALTRICS
  • INMOMENT
  • 主なイノベーション企業

第11章 付録

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目次
Product Code: TC 2625

"The customer experience management market is projected to grow at a CAGR of 23.1% between 2017 and 2022"

The customer experience management market is projected to grow from an estimated USD 5.98 billion in 2017 to USD 16.91 billion by 2022, at a CAGR of 23.1% during the forecast period, 2017 to 2022. The increase in demand for customer digital experience and use of e-commerce platform has led to the increased demand and adoption of customer experience management solutions which have helped streamline businesses and operational processes, thereby fueling the growth of the customer experience management market. However, data synchronization between customer experience management solutions and other technologies within organizations is restraining the growth of the customer experience management market.

Based on touchpoint, the call center segment is estimated to account for the largest share of the customer experience management market in 2017 Based on touchpoint, the call center segment is estimated to account for the largest share of the customer experience management market in 2017. Call centers serve as key business differentiators whereby customers interact with customer care executives about their product usage experience and provide first-hand experience.

Based on vertical, the telecommunication service providers segment is estimated to account for the largest share of the customer experience management market in 2017

Based on vertical, the telecommunication service providers segment is estimated to account for the largest share of the customer experience management market in 2017. Telecom service providers are reaching out to subscribers through websites, call centers, social media, their applications, and others to judge the experience of the product offered. The telecom sector is a mature market place, where the pressing value proposition is customer loyalty.

North America is estimated to account for the largest share of the customer experience management market in 2017

The customer experience management market has been studied for North America, Asia Pacific (APAC), Europe, the Middle East & Africa (MEA), and Latin America. North America is estimated to lead the customer experience management market in 2017. An increase in the number of mobile users and rise in the demand for customer experience management solutions by industries are driving the growth of the North America customer experience management market. The high adoption of customer experience management solutions in this region is due to the availability of advanced IT infrastructure and proficient technical expertise, which are some of the key factors expected to fuel the growth of the customer experience management market in North America.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with key executives. The break-up of profiles of primary participants is given below:

  • By Company Type: Tier 1: 70%, Tier 2: 20%, and Tier 3: 10%
  • By Designation: C-level: 23%, Director level: 63%, and Others: 14%
  • By Region: North America: 70%, Europe: 20%, and Asia Pacific: 10%

Key vendors profiled in the report are as follows:

  • 1. Adobe Systems (US)
  • 2. Oracle (US)
  • 3. IBM (US)
  • 4. Avaya (US)
  • 5. NICE Systems (Israel)
  • 6. Nokia (Finland)
  • 7. OpenText (Canada)
  • 8. Tech Mahindra (India)
  • 9. Verint Systems (US)
  • 10. MaritzCX (US)

Research Coverage:

This study provides a detailed segmentation of the customer experience management market on the basis of touchpoint, vertical, and region. Based on touchpoint, the customer experience management market has been segmented into company website, branch/store, web, call center, mobile, social media, email, and others. Based on vertical, the customer experience management market is segmented into IT communication service providers; telecommunication service providers; banking, financial services and insurance; consumer goods & retail; healthcare; automotive & transportation; travel & hospitality; public sector, energy & utilities; media & entertainment; manufacturing, and others. Geographic analysis has been carried out for North America, Europe, Asia Pacific (APAC), Middle East & Africa (MEA), and Latin America.

Key Benefits of Buying the Report:

The report will help market leaders and new entrants in the customer experience management market in the following ways:

  • The report will help market leaders/new entrants in this market by providing them the closest approximations of revenues of the customer experience management market and its subsegments. This report will also help stakeholders better understand the competitor landscape, gain more insights to better the positions of their businesses, and implement suitable go-to-market strategies. The report will help stakeholders understand the pulse of the market and provide them with information on key market drivers, restraints, challenges, and opportunities.

TABLE OF CONTENTS

1. INTRODUCTION

  • 1.1. OBJECTIVES OF THE STUDY
  • 1.2. MARKET DEFINITION
  • 1.3. MARKET SCOPE
    • 1.3.1. MARKET SEGMENTATION
    • 1.3.2. YEARS CONSIDERED FOR THE STUDY
  • 1.4. CURRENCY
  • 1.5. STAKEHOLDERS

2. RESEARCH METHODOLOGY

  • 2.1. RESEARCH DATA
    • 2.1.1. SECONDARY DATA
    • 2.1.2. PRIMARY DATA
      • 2.1.2.1. Breakdown of primaries
      • 2.1.2.2. Key industry insights
  • 2.2. MARKET SIZE ESTIMATION
  • 2.3. RESEARCH ASSUMPTIONS
  • 2.4. LIMITATIONS

3. EXECUTIVE SUMMARY

4. PREMIUM INSIGHTS

  • 4.1. ATTRACTIVE MARKET OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 4.2. NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL
  • 4.3. EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT
  • 4.4. CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION

5. MARKET OVERVIEW

  • 5.1. INTRODUCTION
  • 5.2. EVOLUTION
  • 5.3. MARKET DYNAMICS
    • 5.3.1. DRIVERS
      • 5.3.1.1. Need for effective customer accessibility throughout the customer journey
      • 5.3.1.2. Increasing adoption of customer experience management solutions to reduce customer churn rate
      • 5.3.1.3. Rising need for competitive differentiation
      • 5.3.1.4. Increasing usage of e-commerce and m-commerce platforms
    • 5.3.2. RESTRAINTS
      • 5.3.2.1. Data synchronization between customer experience management solutions and other technologies
      • 5.3.2.2. Personalized expectations of customers
    • 5.3.3. OPPORTUNITIES
      • 5.3.3.1. Major focus on virtual touchpoints
      • 5.3.3.2. Integral part of the digital market
      • 5.3.3.3. Rise in demand for employee engagement solutions
    • 5.3.4. CHALLENGES
      • 5.3.4.1. Choosing the proper mix of technology and personnel
  • 5.4. CASE STUDIES
    • 5.4.1. CASE STUDY #1: ICICI BANK TRANSFORMS ITS CUSTOMER EXPERIENCE WITH GENESYS
    • 5.4.2. CASE STUDY #2: SAFARICOM USES NOKIA CUSTOMER EXPERIENCE MANAGEMENT ON DEMAND
    • 5.4.3. CASE STUDY #3: SCHWAN'S COMPANY USES ORACLE CROSS-CHANNEL MARKETING

6. CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT

  • 6.1. INTRODUCTION
  • 6.2. COMPANY WEBSITE
  • 6.3. BRANCH/STORE
  • 6.4. WEB
  • 6.5. CALL CENTER
  • 6.6. MOBILE
  • 6.7. SOCIAL MEDIA
  • 6.8. EMAIL
  • 6.9. OTHERS

7. CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL

  • 7.1. INTRODUCTION
  • 7.2. IT COMMUNICATION SERVICE PROVIDERS
  • 7.3. TELECOMMUNICATION SERVICE PROVIDERS
  • 7.4. PUBLIC SECTOR, ENERGY & UTILITIES
  • 7.5. BANKING, FINANCIAL SERVICES & INSURANCE
  • 7.6. HEALTHCARE
  • 7.7. AUTOMOTIVE & TRANSPORTATION
  • 7.8. CONSUMER GOODS & RETAIL
  • 7.9. MEDIA & ENTERTAINMENT
  • 7.10. TRAVEL & HOSPITALITY
  • 7.11. MANUFACTURING
  • 7.12. OTHERS

8. REGIONAL ANALYSIS

  • 8.1. INTRODUCTION
  • 8.2. NORTH AMERICA
  • 8.3. EUROPE
  • 8.4. ASIA PACIFIC
  • 8.5. MIDDLE EAST & AFRICA
  • 8.6. LATIN AMERICA

9. COMPETITIVE LANDSCAPE

  • 9.1. OVERVIEW
  • 9.2. COMPETITIVE SITUATIONS AND TRENDS
    • 9.2.1. NEW PRODUCT LAUNCHES
    • 9.2.2. EXPANSIONS
    • 9.2.3. MERGERS & ACQUISITIONS
    • 9.2.4. AGREEMENTS, PARTNERSHIPS, CONTRACTS, COLLABORATIONS
  • 9.3. MARKET RANKING, BY KEY PLAYER

10. COMPANY PROFILES (Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View)*

  • 10.1. ADOBE SYSTEMS
  • 10.2. ORACLE
  • 10.3. IBM
  • 10.4. AVAYA
  • 10.5. NICE SYSTEMS
  • 10.6. NOKIA
  • 10.7. OPENTEXT
  • 10.8. TECH MAHINDRA
  • 10.9. VERINT SYSTEMS
  • 10.10. MARITZCX
  • 10.11. MEDALLIA
  • 10.12. QUALTRICS
  • 10.13. INMOMENT
  • 10.14. KEY INNOVATORS

*Details on Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

11. APPENDIX

  • 11.1. INDUSTRY EXPERTS
  • 11.2. DISCUSSION GUIDE
  • 11.3. KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 11.4. INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE
  • 11.5. AVAILABLE CUSTOMIZATIONS
  • 11.6. RELATED REPORTS
  • 11.7. AUTHOR DETAILS

LIST OF TABLES

  • TABLE 1: USD EXCHANGE RATE, 2014 - 2016
  • TABLE 2: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 3: COMPANY WEBSITE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 4: COMPANY WEBSITE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 5: BRANCH/STORE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 6: BRANCH/STORE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 7: WEB: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 8: WEB: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 9: CALL CENTER: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 10: CALL CENTER: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 11: MOBILE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 12: MOBILE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 13: SOCIAL MEDIA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 14: SOCIAL MEDIA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 15: EMAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 16: EMAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 17: OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 18: OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 19: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 20: IT COMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 21: TELECOMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 22: PUBLIC SECTOR, ENERGY & UTILITIES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 23: BANKING, FINANCIAL SERVICES & INSURANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 24: HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 25: AUTOMOTIVE & TRANSPORTATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 26: CONSUMER GOODS & RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-20221 (USD MILLION)
  • TABLE 27: MEDIA & ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 28: TRAVEL & HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 29: MANUFACTURING: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 30: OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 31: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2015-2022 (USD MILLION)
  • TABLE 32: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 33: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 34: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 35: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 36: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR PUBLIC SECTOR, ENERGY & UTILITIES, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 37: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR BANKING, FINANCIAL SERVICES & INSURANCE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 38: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR HEALTHCARE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 39: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 40: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 41: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2015-2022(USD MILLION)
  • TABLE 42: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 43: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MANUFACTURING, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 44: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR OTHER VERTICALS, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 45: EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 46: EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 47: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 48: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 49: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 50: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 51: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR PUBLIC SECTOR, ENERGY & UTILITIES, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 52: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR BANKING, FINANCIAL SERVICES & INSURANCE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 53: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR HEALTHCARE, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 54: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 55: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 56: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 57: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 58: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MANUFACTURING, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 59: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR OTHERS, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 60: MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 61: MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 62: LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015-2022 (USD MILLION)
  • TABLE 63: LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015-2022 (USD MILLION)
  • TABLE 64: NEW PRODUCT LAUNCHES, 2014-2017
  • TABLE 65: EXPANSIONS, 2016-2017
  • TABLE 66: MERGERS & ACQUISITIONS, 2014-2017
  • TABLE 67: AGREEMENTS, PARTNERSHIPS, CONTRACTS, COLLABORATIONS, 2014-2017
  • TABLE 68: MARKET RANKING OF KEY PLAYERS, 2017

LIST OF FIGURES

  • FIGURE 1: CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN
  • FIGURE 2: DATA TRIANGULATION
  • FIGURE 3: MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH
  • FIGURE 4: MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH
  • FIGURE 5: ASSUMPTION
  • FIGURE 6: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT (2017 VS. 2022)
  • FIGURE 7: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL (2017 VS. 2022)
  • FIGURE 8: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION (2017 VS. 2022)
  • FIGURE 9: GROWING NEED AMONG COMMUNICATION SERVICE PROVIDERS TO INCREASE REVENUE GENERATION IS EXPECTED TO FUEL THE GROWTH OF THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • FIGURE 10: IN NORTH AMERICA, TRAVEL & HOSPITALITY SEGMENT OF THE CUSTOMER EXPERIENCE MANAGEMENT MARKET IS PROJECTED TO GROW AT THE HIGHEST CAGR FROM 2017 TO 2022
  • FIGURE 11: IN EUROPE, MOBILE SEGMENT OF THE CUSTOMER EXPERIENCE MANAGEMENT MARKET IS PROJECTED TO GROW AT THE HIGHEST CAGR FROM 2017 TO 2022
  • FIGURE 12: THE MARKET IN ASIA PACIFIC IS PROJECTED TO GROW AT THE HIGHEST CAGR FROM 2017 TO 2022
  • FIGURE 13: ADVANCEMENTS IN COMMUNICATION TECHNOLOGY TO BE THE MAJOR DRIVING FACTOR FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • FIGURE 14: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
  • FIGURE 15: CALL CENTER SEGMENT ESTIMATED TO ACCOUNT FOR MAJOR SHARE IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET IN 2017
  • FIGURE 16: TRAVEL & HOSPITALITY SEGMENT IS PROJECTED TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
  • FIGURE 17: NORTH AMERICA ESTIMATED TO BE THE LARGEST MARKET FOR CUSTOMER EXPERIENCE MANAGEMENT IN 2017
  • FIGURE 18: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN THE ASIA PACIFIC PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 19: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SNAPSHOT
  • FIGURE 20: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET SNAPSHOT
  • FIGURE 21: COMPANIES ADOPTED NEW PRODUCT LAUNCHES AND PARTNERSHIPS, AGREEMENTS, CONTRACTS, & COLLABORATIONS AS THE KEY GROWTH STRATEGIES TILL 2017
  • FIGURE 22: MARKET EVALUATION FRAMEWORK
  • FIGURE 23: ADOBE SYSTEMS: COMPANY SNAPSHOT
  • FIGURE 24: ORACLE: COMPANY SNAPSHOT
  • FIGURE 25: IBM: COMPANY SNAPSHOT
  • FIGURE 26: AVAYA: COMPANY SNAPSHOT
  • FIGURE 27: NICE SYSTEMS: COMPANY SNAPSHOT
  • FIGURE 28: NOKIA: COMPANY SNAPSHOT
  • FIGURE 29: OPENTEXT: COMPANY SNAPSHOT
  • FIGURE 30: TECH MAHINDRA: COMPANY SNAPSHOT
  • FIGURE 31: VERINT: COMPANY SNAPSHOT
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