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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 2021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 2021

発行 MarketsandMarkets 商品コード 252612
出版日 ページ情報 英文 163 Pages
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顧客経験管理 (CEM) の世界市場予測 2021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 2021
出版日: 2016年11月23日 ページ情報: 英文 163 Pages
概要

世界の顧客経験管理 (CEM) 市場規模は、2016年から2021年にかけて21.1%のCAGR (年間複合成長率) で推移すると見られ、2016年の50億6,000万米ドルから2021年までに131億8,000万米ドルに達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、およびeコマース・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、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
  • 顧客経験管理 (CEM) 市場:4大産業分野
  • 世界の顧客経験管理 (CEM) 市場
  • 顧客経験管理 (CEM) 市場の潜在性
  • 顧客経験管理 (CEM) の垂直市場
  • 顧客経験管理 (CEM) の地域市場
  • ライフサイクル分析:地域別

第5章 顧客経験管理 (CEM) の世界市場:概要

  • イントロダクション
  • 進化
  • 市場区分
  • 市場力学
    • 促進要因
    • 抑制要因
    • 課題
    • 機会
    • 緊急の課題

第6章 顧客経験管理 (CEM) の世界市場:産業動向

  • イントロダクション
  • 顧客経験管理 (CEM) 市場:バリューチェーン分析
  • ポーターのファイブフォース分析

第7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
  • 電子メール
  • その他

第8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9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10章 競合情勢

  • 概要
  • 競合状況と動向

第11章 企業プロファイル

  • NOKIA NETWORKS
  • ORACLE CORPORATION
  • IBM
  • ADOBE SYSTEMS INCORPORATED
  • SAS INSTITUTE INC.
  • VERINT SYSTEMS INC.
  • QUALTRICS
  • TECH MAHINDRA
  • AVAYA
  • OPENTEXT
  • SAP SE
  • MEDALLIA
  • SATEMETRIX
  • CLARABRIDGE
  • SDL

第12章 付録

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目次
Product Code: TC 2625

"Increasing need to manage customer experience throughout the customer journey is a primary driving factor for the customer experience management market"

The global customer experience management market is projected to grow from USD 5.06 billion in 2016 to USD 13.18 billion by 2021, at a CAGR of 21.1% between 2016 and 2021. The major factors driving the CEM market include increasing need to manage customer experience throughout the customer journey, need of retaining customers, competitive differentiation, and increasing e-commerce and m-commerce. Some of the factors restraining the market growth are complexity in data synchronization and subjective expectations of customers.

"The mobile touchpoint segment of the CEM market is projected to grow at the highest CAGR during the forecast period"

Among touchpoints, the mobile segment of the customer experience management market is estimated to grow at the highest CAGR during the forecast period. Mobile phones are being increasingly adopted across all industry verticals as it helps to analyze customer behavior by tracking their activities and collecting feedback. Also, increase in mobile shopping and internet penetration is expected to drive the CEM market for mobile touchpoint.

"The Asia-Pacific customer experience management market is projected to grow at the highest CAGR during the forecast period"

The Asia-Pacific customer experience management market is expected to witness exponential growth and is projected to grow at the highest CAGR during the forecast period. This growth is mainly attributed to the rapid growth in smartphone adoption and increasing e-commerce and m-commerce. This region has experienced a huge increase in smartphone users and this adoption rate is expected to grow during the forecast period. It has also fueled online mobile shopping and social media usage. Hence, organizations in this region are primarily focusing on increasing customer experience for mobile and social media touchpoints.

Breakdown of profiles of primaries is represented below:

  • By Company Type: Tier 1 - 30%, Tier 2 - 40%, and Tier 3 - 30%
  • By Designation: C-level - 72%, Director-level - 14%, and Others - 14%
  • By Region: North America - 57%, Europe - 14%, Asia-Pacific - 29%

Various key vendors profiled in the report are as follows:

  • 1. Adobe Systems Incorporated (U.S.)
  • 2. Oracle Corporation (U.S.)
  • 3. IBM Corporation (U.S.)
  • 4. Nokia Networks (Finland)
  • 5. Tech Mahindra Limited (India)
  • 6. Avaya Inc. (U.S.)
  • 7. SDL PLC (U.K.)
  • 8. SAS Institute Inc. (U.S.)
  • 9. OpenText Corporation (Canada)
  • 10. Medallia Inc. (U.S.)
  • 11. Clarabridge Inc. (U.S.)
  • 12. MaritzCX (U.S.)

Research Coverage:

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

Key Benefits of Buying the Report:

The report will help the market leaders/new entrants in the following ways:

  • 1. This report comprehensively segments the global customer experience management market and provides the closest approximations of the revenue numbers for the overall market and subsegments across different verticals and regions.
  • 2. The report helps stakeholders to understand the pulse of the market and provides them information on key drivers, restraints, challenges, and opportunities in the global customer experience management market.
  • 3. This report helps stakeholders to obtain better understanding of their competitors and gain more insights to enhance their position and business in the global customer experience management market. The competitive landscape section includes new product launches, partnerships, agreements & collaborations, mergers & acquisitions, and expansions undertaken by the key market players.

TABLE OF CONTENTS

1. INTRODUCTION

  • 1.1. OBJECTIVES OF THE STUDY
  • 1.2. MARKET DEFINITION
  • 1.3. MARKET SCOPE
    • 1.3.1. MARKETS COVERED
    • 1.3.2. YEAR
  • 1.4. CURRENCY
  • 1.5. STAKEHOLDERS

2. RESEARCH METHODOLOGY

  • 2.1. RESEARCH DATA
    • 2.1.1. SECONDARY DATA
      • 2.1.1.1. Key data from secondary sources
    • 2.1.2. PRIMARY DATA
      • 2.1.2.1. Key data taken from primary sources
      • 2.1.2.2. Key industry insights
      • 2.1.2.3. Breakdown of primary interviews
  • 2.2. MARKET SIZE ESTIMATION
  • 2.3. ASSUMPTIONS

3. EXECUTIVE SUMMARY

4. PREMIUM INSIGHTS

  • 4.1. ATTRACTIVE MARKET OPPORTUNITIES IN CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 4.2. CUSTOMER EXPERIENCE MANAGEMENT MARKET - TOP FOUR VERTICALS
  • 4.3. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 4.4. CUSTOMER EXPERIENCE MANAGEMENT MARKET POTENTIAL
  • 4.5. CUSTOMER EXPERIENCE MANAGEMENT VERTICAL MARKET (2020)
  • 4.6. CUSTOMER EXPERIENCE MANAGEMENT REGIONAL MARKET
  • 4.7. LIFECYCLE ANALYSIS, BY REGION, 2015

5. MARKET OVERVIEW

  • 5.1. INTRODUCTION
  • 5.2. EVOLUTION
  • 5.3. MARKET SEGMENTATION
  • 5.4. MARKET DYNAMICS
    • 5.4.1. DRIVERS
      • 5.4.1.1. Retaining customers
      • 5.4.1.2. Competitive differentiation
      • 5.4.1.3. Global economic slowdown
      • 5.4.1.4. Online experience
    • 5.4.2. RESTRAINTS
      • 5.4.2.1. Complexity in data synchronization
      • 5.4.2.2. Expectations are subjective
    • 5.4.3. CHALLENGES
      • 5.4.3.1. Big data
      • 5.4.3.2. Choosing the right technology
    • 5.4.4. OPPORTUNITIES
      • 5.4.4.1. Major focus on virtual side
      • 5.4.4.2. Integral part of digital market
    • 5.4.5. BURNING ISSUE
      • 5.4.5.1. Inconsistent customer experience across customer journey
      • 5.4.5.2. Create customer-first culture

6. INDUSTRY TRENDS

  • 6.1. INTRODUCTION
  • 6.2. CUSTOMER EXPERIENCE MANAGEMENT MARKET, VALUE CHAIN ANALYSIS
  • 6.3. PORTER'S FIVE FORCES ANALYSIS
    • 6.3.1. THREAT OF NEW ENTRANTS
    • 6.3.2. THREAT OF SUBSTITUTES
    • 6.3.3. BARGAINING POWER OF SUPPLIERS
    • 6.3.4. BARGAINING POWER OF BUYERS
    • 6.3.5. INTENSITY OF COMPETITIVE RIVALRY

7. CUSTOMER EXPERIENCE MANAGEMENT ANALYSIS, BY TOUCHPOINT

  • 7.1. INTRODUCTION
  • 7.2. COMPANY WEBSITES
  • 7.3. BRANCHES/STORES
  • 7.4. WEB
  • 7.5. CALL CENTERS
  • 7.6. MOBILE
  • 7.7. SOCIAL MEDIA
  • 7.8. EMAILS
  • 7.9. OTHER TOUCHPOINTS

8. CUSTOMER EXPERIENCE MANAGEMENT ANALYSIS, BY VERTICAL

  • 8.1. INTRODUCTION
  • 8.2. IT COMMUNICATION SERVICE PROVIDERS
  • 8.3. TELECOMMUNICATION SERVICE PROVIDERS
  • 8.4. PUBLIC SECTOR AND ENERGY & UTILITIES
  • 8.5. BANKING, FINANCIAL SERVICES AND INSURANCE
  • 8.6. HEALTHCARE
  • 8.7. AUTOMOTIVE & TRANSPORTATION
  • 8.8. CONSUMER GOODS & RETAIL
  • 8.9. MEDIA & ENTERTAINMENT
  • 8.10. TRAVEL & HOSPITALITY
  • 8.11. MANUFACTURING
  • 8.12. OTHERS

9. CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION

  • 9.1. INTRODUCTION
  • 9.2. NORTH AMERICA
    • 9.2.1. OVERVIEW
  • 9.3. EUROPE
    • 9.3.1. OVERVIEW
  • 9.4. ASIA-PACIFIC
    • 9.4.1. OVERVIEW
  • 9.5. MIDDLE EAST & AFRICA
    • 9.5.1. OVERVIEW
  • 9.6. LATIN AMERICA
    • 9.6.1. OVERVIEW

10. COMPETITIVE LANDSCAPE

  • 10.1. OVERVIEW
  • 10.2. COMPETITIVE SITUATION AND TRENDS
    • 10.2.1. NEW PRODUCT LAUNCHES
    • 10.2.2. AGREEMENTS, PARTNERSHIPS, AND COLLABORATIONS
    • 10.2.3. MERGERS AND ACQUISITIONS
    • 10.2.4. EXPANSIONS

11. COMPANY PROFILES (Overview, Financials, Products & Services, Strategy, and Developments)*

  • 11.1. NOKIA NETWORKS
  • 11.2. ORACLE CORPORATION
  • 11.3. IBM
  • 11.4. ADOBE SYSTEMS INCORPORATED
  • 11.5. SAS INSTITUTE INC.
  • 11.6. VERINT SYSTEMS INC.
  • 11.7. QUALTRICS
  • 11.8. TECH MAHINDRA
  • 11.9. AVAYA
  • 11.10. OPENTEXT
  • 11.11. SAP SE
  • 11.12. MEDALLIA
  • 11.13. SATEMETRIX
  • 11.14. CLARABRIDGE
  • 11.15. SDL

*Details on overview, financials, product & services, strategy, and developments might not be captured in case of unlisted companies

12. APPENDIX

  • 12.1. NEW PRODUCT LAUNCH
  • 12.2. MERGERS & ACQUISITION (M&A)
  • 12.3. AGREEMENT, PARTNERSHIP, & COLLABORATION
  • 12.4. EXPANSION
  • 12.5. INSIGHTS OF INDUSTRY EXPERTS
  • 12.6. DISCUSSION GUIDE
  • 12.7. INTRODUCING RT: REAL TIME MARKET INTELLIGENCE
  • 12.8. AVAILABLE CUSTOMIZATIONS
  • 12.9. RELATED REPORTS

LIST OF TABLES

  • TABLE 1: GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE AND GROWTH RATE, 2014-2020 (USD MN, Y-O-Y %)
  • TABLE 2: COMPETITIVE DIFFERENTIATION AND ONLINE EXPERIENCE ARE THE MAJOR DRIVERS IN CEM MARKET
  • TABLE 3: COMPLEXITY IN DATA SYNCHRONIZATION RESTRAINS THE GROWTH OF CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • TABLE 4: CHOOSING THE RIGHT TECHNOLOGY IS CONSIDERED AS ONE OF THE MAJOR CHALLENGES
  • TABLE 5: MAJOR FOCUS ON VIRTUAL SIDE WILL ACT AS AN OPPORTUNITY FOR CUSTOMER EXPERIENCE MANAGEMENT
  • TABLE 6: INCONSISTENT CUSTOMER EXPERIENCE ACROSS CUSTOMER JOURNEY IS CONSIDERED AS ONE OF THE BURNING ISSUE FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • TABLE 7: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 8: COMPANY WEBSITES TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 9: BRANCHES/STORES TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 10: WEB TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 11: CALL CENTERS TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 12: MOBILE TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 13: SOCIAL MEDIA TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 14: EMAILS TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 15: OTHERS TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 16: CUSTOMER EXPERIENCE MANAGEMENT SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
  • TABLE 17: IT COMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 18: TELECOMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 19: PUBLIC SECTOR AND ENERGY & UTILITIES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 20: BANKING, FINANCIAL SERVICES AND INSURANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 21: HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 22: AUTOMOTIVE & TRANSPORTATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 23: CONSUMER GOODS & RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 24: MEDIA & ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 25: TRAVEL & HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 26: MANUFACTURING: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 27: OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 28: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION)
  • TABLE 29: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 30: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
  • TABLE 31: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 32: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 33: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY & UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 34: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES, AND INSURANCE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 35: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 36: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 37: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 38: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 39: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 40: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 41: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 42: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 43: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
  • TABLE 44: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 45: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 46: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY & UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 47: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES, AND INSURANCE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 48: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 49: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 50: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 51: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 52: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 53: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 54: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 55: ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 56: ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
  • TABLE 57: ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 58: ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 59: ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY & UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 60: ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES AND INSURANCE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 61: ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 62: ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 63: ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 64: ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 65: ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 66: ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 67: ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 68: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 69: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
  • TABLE 70: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 71: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 72: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY & UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 73: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES AND INSURANCE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 74: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 75: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 76: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 77: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 78: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 79: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 80: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 81: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 82: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION)
  • TABLE 83: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 84: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 85: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY & UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 86: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES AND INSURANCE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 87: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 88: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 89: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 90: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 91: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 92: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 93: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION)
  • TABLE 94: NEW PRODUCT LAUNCH, 2014-2015
  • TABLE 95: AGREEMENTS, PARTNERSHIPS, AND COLLABORATIONS, 2014-2015
  • TABLE 96: MERGERS AND ACQUISITIONS, 2014-2015
  • TABLE 97: EXPANSIONS, 2014-2015
  • TABLE 98: NEW PRODUCT LAUNCH
  • TABLE 99: MERGERS & ACQUISITION
  • TABLE 100: AGREEMENT, PARTNERSHIP & COLLABORATION
  • TABLE 101: EXPANSION

LIST OF FIGURES

  • FIGURE 1: RESEARCH DESIGN
  • FIGURE 2: MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH
  • FIGURE 3: MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH
  • FIGURE 4: DATA TRIANGULATION
  • FIGURE 5: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, TOUCHPOINTS SNAPSHOT (2015-2020): MOBILE SEGMENT IS EXPECTED TO HAVE THE HIGHEST CAGR IN NEXT FIVE YEARS
  • FIGURE 6: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, VERTICALS SNAPSHOT (2015-2020): TRAVEL & HOSPITALITY SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR IN THE NEXT FIVE YEARS
  • FIGURE 7: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, GEOGRAPHY SNAPSHOT (2015-2020): ASIA-PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR IN THE NEXT FIVE YEARS
  • FIGURE 8: GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SHARE, 2015 - NORTH AMERICA IS EXPECTED TO HOLD THE LARGEST MARKET SHARE IN 2015
  • FIGURE 9: INCREASING DEMAND AMONG ORGANIZATIONS FOR INTEGRATED CUSTOMER EXPERIENCE MANAGEMENT SUITE
  • FIGURE 10: TELECOMMUNICATION SERVICE PROVIDERS, BANKING, FINANCE AND INSURANCE, IT COMMUNICATION SERVICE PROVIDERS, AND CONSUMER GOODS & RETAIL ARE THE TOP FOUR VERTICALS GAINING THE HIGHEST TRACTION IN TERMS OF MARKET SIZE
  • FIGURE 11: NORTH AMERICA HOLDS THE MAXIMUM SHARE IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET (2015)
  • FIGURE 12: ASIA-PACIFIC IS EXPECTED TO HAVE THE HIGHEST MARKET GROWTH POTENTIAL DURING THE FORECAST PERIOD
  • FIGURE 13: TELECOMMUNICATION SERVICE PROVIDER AND BANKING, FINANCE AND INSURANCE VERTICALS WILL CONTINUE TO DOMINATE THE CUSTOMER EXPERIENCE MANAGEMENT MARKET DURING THE FORECAST PERIOD
  • FIGURE 14: ASIA-PACIFIC MARKET TO GROW FASTER AS COMPARED TO OTHER REGIONS
  • FIGURE 15: REGIONAL LIFECYCLE - MIDDLE EAST & AFRICA IS EXPECTED TO BE IN THE INTRODUCTION PHASE IN 2015
  • FIGURE 16: ADVANCEMENTS IN COMMUNICATION TECHNOLOGY ARE THE MAJOR DRIVING FACTORS FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • FIGURE 17: CUSTOMER EXPERIENCE MANAGEMENT MARKET SEGMENTATION
  • FIGURE 18: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • FIGURE 19: VALUE CHAIN ANALYSIS
  • FIGURE 20: PORTER'S FIVE FORCES ANALYSIS: THE BARGAINING POWER OF BUYERS IS MODERATE TO HIGH IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • FIGURE 21: THE CALL CENTERS SEGMENT IS EXPECTED TO LEAD THE CUSTOMER EXPERIENCE MANAGEMENT MARKET BY 2020
  • FIGURE 22: THE COMPANY WEBSITES SEGMENT IS EXPECTED TO SHOW CONSIDERABLE GROWTH IN THE ASIA-PACIFIC REGION
  • FIGURE 23: THE CALL CENTERS SEGMENT IS EXPECTED TO SHOW CONSIDERABLE GROWTH IN THE NORTH AMERICAN REGION BY 2020
  • FIGURE 24: THE MOBILE SEGMENT IS EXPECTED TO SHOW CONSIDERABLE GROWTH IN THE ASIA-PACIFIC REGION BY 2020
  • FIGURE 25: THE SOCIAL MEDIA SEGMENT IS EXPECTED TO SHOW CONSIDERABLE GROWTH IN THE ASIA-PACIFIC REGION DURING THE FORECAST PERIOD
  • FIGURE 26: BANKING, FINANCIAL SERVICES, AND INSURANCE SEGMENT IS EXPECTED TO LEAD THE CEM MARKET BY 2020
  • FIGURE 27: THE IT COMMUNICATION SERVICE PROVIDERS SEGMENT IS EXPECTED TO SHOW CONSIDERABLE GROWTH IN THE ASIA-PACIFIC REGION
  • FIGURE 28: THE TELECOMMUNICATION SERVICE PROVIDERS SEGMENT IS EXPECTED TO SHOW CONSIDERABLE GROWTH IN THE ASIA-PACIFIC REGION
  • FIGURE 29: THE BANKING, FINANCIAL SERVICES AND INSURANCE SEGMENT IS PROJECTED TO EXHIBIT A CONSIDERABLE GROWTH RATE IN THE ASIA-PACIFIC REGION
  • FIGURE 30: THE CONSUMER GOODS & RETAIL SEGMENT IN ASIA-PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 31: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN THE ASIA-PACIFIC REGION TO GROW AT THE HIGHEST CAGR BETWEEN 2015 AND 2020
  • FIGURE 32: GEOGRAPHIC SNAPSHOT - ASIA-PACIFIC REGION IS EMERGING AS THE NEW HOTSPOT FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • FIGURE 33: GEOGRAPHIC SNAPSHOT (2015-2020): ASIA-PACIFIC REGION IS AN ATTRACTIVE DESTINATION FOR THE OVERALL CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • FIGURE 34: NORTH AMERICA MARKET SNAPSHOT: VIDEO SURVEILLANCE, PUBLIC SECTOR AND ENERGY & UTILITIES, AND IT COMMUNICATION SERVICE PROVIDERS ARE ESTIMATED TO HOLD MAXIMUM SHARE IN THE MARKET IN 2015
  • FIGURE 35: ASIA-PACIFIC CEM MARKET SNAPSHOT: TELECOMMUNICATION SERVICE PROVIDERS AND BANKING, FINANCIAL SERVICES AND INSURANCE SEGMENTS ARE EXPECTED TO CONTRIBUTE THE MAXIMUM SHARE TO THE CEM MARKET
  • FIGURE 36: COMPANIES ADOPTED PARTNERSHIP/AGREEMENT/COLLABORATION AS THE KEY GROWTH STRATEGIES OVER THE LAST 2 YEARS
  • FIGURE 37: MARKET EVALUATION FRAMEWORK
  • FIGURE 38: BATTLE FOR MARKET SHARE: AGREEMENTS, PARTNERSHIPS, AND COLLABORATIONS WERE THE KEY STRATEGIES
  • FIGURE 39: NOKIA NETWORKS: COMPANY SNAPSHOT
  • FIGURE 40: NOKIA NETWORKS: SWOT ANALYSIS
  • FIGURE 41: ORACLE CORPORATION: COMPANY SNAPSHOT
  • FIGURE 42: ORACLE CORPORATION: SWOT ANALYSIS
  • FIGURE 43: IBM : COMPANY SNAPSHOT
  • FIGURE 44: IBM: SWOT ANALYSIS
  • FIGURE 45: ADOBE SYSTEMS INCORPORATED : COMPANY SNAPSHOT
  • FIGURE 46: ADOBE SYSTEMS: SWOT ANALYSIS
  • FIGURE 47: SAS INSTITUTE INC.: COMPANY SNAPSHOT
  • FIGURE 48: VERINT SYSTEMS INC. : COMPANY SNAPSHOT
  • FIGURE 49: TECH MAHINDRA : COMPANY SNAPSHOT
  • FIGURE 50: AVAYA: COMPANY SNAPSHOT
  • FIGURE 51: AVAYA: SWOT ANALYSIS
  • FIGURE 52: OPENTEXT: COMPANY SNAPSHOT
  • FIGURE 53: OPENTEXT: SWOT ANALYSIS
  • FIGURE 54: SAP SE: COMPANY SNAPSHOT
  • FIGURE 55: SAP SE: SWOT ANALYSIS
  • FIGURE 56: MEDALLIA: SWOT ANALYSIS
  • FIGURE 57: SDL : COMPANY SNAPSHOT
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