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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 137 Pages
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本日の銀行送金レート: 1USD=113.24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 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 137 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. STUDY SCOPE
    • 1.3.1. MARKETS COVERED
    • 1.3.2. YEARS CONSIDERED FOR THE STUDY
  • 1.4. CURRENCY
  • 1.5. LIMITATIONS
  • 1.6. 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 THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 4.2. CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT
  • 4.3. CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 4.4. CUSTOMER EXPERIENCE MANAGEMENT MARKET POTENTIAL
  • 4.5. CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL

5. MARKET OVERVIEW

  • 5.1. INTRODUCTION
  • 5.2. EVOLUTION
  • 5.3. MARKET SEGMENTATION
    • 5.3.1. BY TOUCHPOINT
    • 5.3.2. BY VERTICAL
    • 5.3.3. BY REGION
  • 5.4. MARKET DYNAMICS
    • 5.4.1. DRIVERS
      • 5.4.1.1. Need for consistent customer experience management throughout customer journey
      • 5.4.1.2. Reducing churn out rate of customers
      • 5.4.1.3. Rising need of competitive differentiation
      • 5.4.1.4. Growing e-commerce and m-commerce
    • 5.4.2. RESTRAINTS
      • 5.4.2.1. Complexity in data synchronization
      • 5.4.2.2. Subjective expectations of customers
    • 5.4.3. OPPORTUNITIES
      • 5.4.3.1. Major focus on virtual touchpoints
      • 5.4.3.2. Integral part of digital market
    • 5.4.4. CHALLENGES
      • 5.4.4.1. Choosing the right mix of technology and personnel

6. CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT

  • 6.1. INTRODUCTION
  • 6.2. COMPANY WEBSITE
  • 6.3. BRANCHES/STORES
  • 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 SITUATION AND TRENDS
    • 9.2.1. NEW PRODUCT DEVELOPMENT & LAUNCHES
    • 9.2.2. ACQUISITIONS
    • 9.2.3. AGREEMENTS, PARTNERSHIPS & COLLABORATIONS

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

  • 10.1. INTRODUCTION
  • 10.2. ADOBE SYSTEMS INCORPORATED
  • 10.3. ORACLE CORPORATION
  • 10.4. IBM CORPORATION
  • 10.5. NOKIA NETWORKS
  • 10.6. AVAYA, INC.
  • 10.7. OPENTEXT CORPORATION
  • 10.8. TECH MAHINDRA LIMITED
  • 10.9. SDL PLC
  • 10.10. SAS INSTITUTE INC.
  • 10.11. MEDALLIA INC
  • 10.12. SATMETRIX SYSTEMS INC.
  • 10.13. CLARABRIDGE INC.
  • 10.14. MARITZCX

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

11. APPENDIX

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

LIST OF TABLES

  • TABLE 1: GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SNAPSHOT
  • TABLE 2: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2014-2021 (USD MILLION)
  • TABLE 3: COMPANY WEBSITE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 4: COMPANY WEBSITE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 5: BRANCHES/STORES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 6: BRANCHES/STORES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 7: WEB: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 8: WEB: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 9: CALL CENTER: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 10: CALL CENTER: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 11: MOBILE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 12: MOBILE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 13: SOCIAL MEDIA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 14: SOCIAL MEDIA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 15: EMAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 16: EMAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 17: OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 18: OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 19: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2014-2021 (USD MILLION)
  • TABLE 20: IT COMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 21: TELECOMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 22: PUBLIC SECTOR, ENERGY & UTILITIES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 23: BANKING, FINANCIAL SERVICES & INSURANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 24: HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 25: AUTOMOTIVE & TRANSPORTATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 26: CONSUMER GOODS & RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 27: MEDIA & ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 28: TRAVEL & HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 29: MANUFACTURING: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 30: OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2014-2021 (USD MILLION)
  • TABLE 31: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2016-2021 (USD MILLION)
  • TABLE 32: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 33: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
  • TABLE 34: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 35: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 36: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR PUBLIC SECTOR, ENERGY & UTILITIES, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 37: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR BANKING, FINANCIAL SERVICES & INSURANCE, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 38: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR HEALTHCARE, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 39: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 40: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 41: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 42: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 43: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MANUFACTURING, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 44: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR OTHER VERTICALS, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 45: EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 46: EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
  • TABLE 47: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 48: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
  • TABLE 49: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 50: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TELECOMMUNICATION SERVICE PROVIDER, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 51: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR PUBLIC SECTOR, ENERGY & UTILITIES, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 52: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR BANKING, FINANCIAL SERVICES & INSURANCE, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 53: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR HEALTHCARE, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 54: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 55: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 56: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 57: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 58: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MANUFACTURING, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 59: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR OTHER VERTICALS, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 60: MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 61: MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
  • TABLE 62: LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2016-2021 (USD MILLION)
  • TABLE 63: LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2016-2021 (USD MILLION)
  • TABLE 64: MARKET DEVELOPMENTS BETWEEN 2013 AND 2016
  • TABLE 65: NEW PRODUCT DEVELOPMENT & LAUNCHES, 2014-2016
  • TABLE 66: ACQUISITIONS, 2013-2016
  • TABLE 67: AGREEMENTS, PARTNERSHIPS & COLLABORATIONS, 2015-2016
  • TABLE 68: NEW PRODUCT LAUNCHES/DEVELOPMENTS, 2015-2016
  • TABLE 69: ACQUISITIONS, 2015 AND 2016
  • TABLE 70: PARTNERSHIPS, COLLABORATIONS & AGREEMENTS, 2015

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: MOBILE TOUCHPOINT SEGMENT PROJECTED TO LEAD THE GLOBAL MARKET DURING THE FORECAST PERIOD
  • FIGURE 6: IT COMMUNICATION SERVICE PROVIDERS VERTICAL PROJECTED TO BE THE LARGEST SEGMENT DURING THE FORECAST PERIOD
  • FIGURE 7: NORTH AMERICA TO ACCOUNT FOR THE LARGEST SHARE OF CUSTOMER EXPERIENCE MANAGEMENT MARKET IN 2016
  • FIGURE 8: INCREASING FOCUS ON MANAGING END TO END CUSTOMER JOURNEY PROPELLING THE GROWTH OF CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • FIGURE 9: MOBILE TOUCHPOINT SEGMENT PROJECTED TO BE THE FASTEST GROWING TOUCH POINT DURING THE FORECAST PERIOD
  • FIGURE 10: NORTH AMERICA REGION TO DOMINATE THE CUSTOMER EXPERIENCE MANAGEMENT MARKET DURING THE FORECAST PERIOD
  • FIGURE 11: ASIA-PACIFIC CEM MARKET TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 12: MANUFACTURING VERTICAL PROJECTED TO BE THE FASTEST-GROWING VERTICAL DURING THE FORECAST PERIOD
  • FIGURE 13: ADVANCEMENTS IN COMMUNICATION TECHNOLOGY ARE THE MAJOR DRIVING FACTORS FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • FIGURE 14: CUSTOMER EXPERIENCE MANAGEMENT MARKET SEGMENTATION: BY TOUCHPOINT
  • FIGURE 15: CUSTOMER EXPERIENCE MANAGEMENT MARKET SEGMENTATION: BY VERTICAL
  • FIGURE 16: CUSTOMER EXPERIENCE MANAGEMENT MARKET SEGMENTATION: BY REGION
  • FIGURE 17: CUSTOMER EXPERIENCE MANAGEMENT MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES
  • FIGURE 18: CALL CENTER SEGMENT TO DOMINATE THE CUSTOMER EXPERIENCE MANAGEMENT MARKET IN 2016
  • FIGURE 19: TELECOMMUNICATION SERVICE PROVIDER SEGMENT PROJECTED TO DOMINATE THE CUSTOMER EXPERIENCE MANAGEMENT MARKET IN 2016
  • FIGURE 20: NORTH AMERICA ESTIMATED TO BE THE LARGEST MARKET FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET IN 2016
  • FIGURE 21: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN ASIA-PACIFIC PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 22: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SNAPSHOT
  • FIGURE 23: ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET SNAPSHOT
  • FIGURE 24: COMPANIES ADOPTED NEW PRODUCT LAUNCHES, ACQUISITIONS, AND PARTNERSHIPS/AGREEMENTS/COLLABORATIONS AS THE KEY GROWTH STRATEGIES FROM 2013-2016
  • FIGURE 25: BATTLE FOR MARKET SHARE: ACQUISITIONS AND PARTNERSHIPS, COLLABORATIONS & AGREEMENTS AND ARE THE KEY STRATEGIES
  • FIGURE 26: REGIONAL REVENUE MIX OF TOP FIVE MARKET PLAYERS
  • FIGURE 27: ADOBE SYSTEMS INCORPORATED: COMPANY SNAPSHOT
  • FIGURE 28: ADOBE SYSTEMS INCORPORATED: SWOT ANALYSIS
  • FIGURE 29: ORACLE CORPORATION: COMPANY SNAPSHOT
  • FIGURE 30: ORACLE CORPORATION: SWOT ANALYSIS
  • FIGURE 31: IBM CORPORATION: COMPANY SNAPSHOT
  • FIGURE 32: IBM: SWOT ANALYSIS
  • FIGURE 33: NOKIA NETWORKS: COMPANY SNAPSHOT
  • FIGURE 34: NOKIA NETWORKS: SWOT ANALYSIS
  • FIGURE 35: AVAYA INC: COMPANY SNAPSHOT
  • FIGURE 36: AVAYA INC: SWOT ANALYSIS
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