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市場調査レポート

カスタマーエクスペリエンスマネジメント (CEMまたはCXM) の世界市場 - 2024年までの予測:ソリューション、サービス

Customer Experience Management Market by Component (Solutions, Services) Touchpoint, Deployment Type, Vertical (IT & Telecom, BFSI, Retail, Healthcare, Media & Entertainment, Automotive, Travel & Hospitality), and Region - Global Forecast to 2024

発行 MarketsandMarkets 商品コード 252612
出版日 ページ情報 英文 152 Pages
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本日の銀行送金レート: 1USD=108.31円で換算しております。
カスタマーエクスペリエンスマネジメント (CEMまたはCXM) の世界市場 - 2024年までの予測:ソリューション、サービス Customer Experience Management Market by Component (Solutions, Services) Touchpoint, Deployment Type, Vertical (IT & Telecom, BFSI, Retail, Healthcare, Media & Entertainment, Automotive, Travel & Hospitality), and Region - Global Forecast to 2024
出版日: 2019年05月20日 ページ情報: 英文 152 Pages
概要

カスタマーエクスペリエンスマネジメント(CEMまたはCXM) 市場は、2019年の78億米ドルから、2024年までに145億米ドルまで拡大すると見られています。市場は、2019年~2024年のCAGR (複合年間成長率) で、13.3%の成長が予測されています。

当レポートでは、世界のカスタマーエクスペリエンスマネジメント(CEMまたはCXM) 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。

252612_4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET_FIGURE 9

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

  • カスタマーエクスペリエンスマネジメント市場の魅力的な機会
  • アジア太平洋地域のカスタマーエクスペリエンスマネジメント市場:コンポーネント別、国別
  • カスタマーエクスペリエンスマネジメント市場:主要国

第5章 市場概要と産業動向

  • イントロダクション
  • 進化
  • 市場力学
    • 促進要因
    • 抑制要因
    • 機会
    • 課題
  • ユースケース

第6章 カスタマーエクスペリエンスマネジメントの世界市場:コンポーネント別

  • イントロダクション
  • ソリューション
  • サービス

第7章 カスタマーエクスペリエンスマネジメントの世界市場:タッチポイント別

  • イントロダクション
  • ウェブサイト
  • 店舗
  • コールセンター
  • モバイルアプリ
  • ソーシャルメディア
  • Eメール
  • バーチャルアシスタント
  • その他

第8章 カスタマーエクスペリエンスマネジメントの世界市場:展開タイプ別

  • イントロダクション
  • オンプレミス
  • クラウド

第9章 カスタマーエクスペリエンスマネジメントの世界市場:産業分野別

  • イントロダクション
  • IT・通信
  • BFSI
  • 小売
  • 医療
  • 自動車
  • 旅行・ホスピタリティ
  • メディア・エンターテインメント
  • 公共部門
  • その他

第10章 カスタマーエクスペリエンスマネジメントの世界市場:地域別

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

第11章 競合情勢

  • 競合リーダーシップマッピング
  • 製品ポートフォリオの強み
  • 事業戦略の優秀性
  • 市場ランキング

第12章 企業プロファイル

  • ADOBE SYSTEMS
  • IBM
  • ORACLE CORPORATION
  • AVAYA INC.
  • NICE SYSTEMS
  • NOKIA
  • SAP
  • OPENTEXT
  • TECH MAHINDRA
  • VERINT SYSTEMS
  • ZENDESK
  • SDL
  • MARITZCX
  • MEDALLIA
  • INMOMENT
  • SAS INSTITUTE
  • CLARABRIDGE
  • SITECORE

第13章 付録

図表

LIST OF TABLES

  • TABLE 1: FACTOR ANALYSIS
  • TABLE 2: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2019-2024 (USD MILLION)
  • TABLE 3: SOLUTIONS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 4: SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 5: SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TYPE, 2019-2024 (USD MILLION)
  • TABLE 6: PROFESSIONAL SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TYPE, 2019-2024 (USD MILLION)
  • TABLE 7: MANAGED SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 8: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2019-2024 (USD MILLION)
  • TABLE 9: ON-PREMISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 10: CLOUD: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 11: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2019-2024 (USD MILLION)
  • TABLE 12: IT & TELECOM: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 13: BFSI: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 14: RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 15: HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 16: AUTOMOTIVE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 17: TRAVEL & HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 18: MEDIA & ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 19: PUBLIC SECTOR: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 20: OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 21: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION)
  • TABLE 22: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT, 2019-2024 (USD MILLION)
  • TABLE 23: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICES, 2019-2024 (USD MILLION)
  • TABLE 24: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICES, 2019-2024 (USD MILLION)
  • TABLE 25: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2019-2024 (USD MILLION)
  • TABLE 26: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2019-2024 (USD MILLION)
  • TABLE 27: NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2019-2024 (USD MILLION)
  • TABLE 28: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT, 2019-2024 (USD MILLION)
  • TABLE 29: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICES, 2019-2024 (USD MILLION)
  • TABLE 30: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICES, 2019-2024 (USD MILLION)
  • TABLE 31: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2019-2024 (USD MILLION)
  • TABLE 32: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2019-2024 (USD MILLION)
  • TABLE 33: EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2019-2024 (USD MILLION)
  • TABLE 34: ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT, 2019-2024 (USD MILLION)
  • TABLE 35: ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICES, 2019-2024 (USD MILLION)
  • TABLE 36: ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICES, 2019-2024 (USD MILLION)
  • TABLE 37: ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2019-2024 (USD MILLION)
  • TABLE 38: ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2019-2024 (USD MILLION)
  • TABLE 39: ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2019-2024 (USD MILLION)
  • TABLE 40: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT, 2019-2024 (USD MILLION)
  • TABLE 41: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICES, 2019-2024 (USD MILLION)
  • TABLE 42: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICES, 2019-2024 (USD MILLION)
  • TABLE 43: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2019-2024 (USD MILLION)
  • TABLE 44: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2019-2024 (USD MILLION)
  • TABLE 45: LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2019-2024 (USD MILLION)
  • TABLE 46: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT, 2019-2024 (USD MILLION)
  • TABLE 47: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICES, 2019-2024 (USD MILLION) 92  
  • TABLE 48: MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICES, 2019-2024 (USD MILLION)
  • TABLE 49: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2019-2024 (USD MILLION)
  • TABLE 50: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2019-2024 (USD MILLION)
  • TABLE 51: MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2019-2024 (USD MILLION)

LIST OF FIGURES

  • FIGURE 1: CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN
  • FIGURE 2: BREAKUP OF PROFILES OF PRIMARY PARTICIPANTS: BY COMPANY TYPE, DESIGNATION, AND REGION
  • FIGURE 3: CUSTOMER EXPERIENCE MANAGEMENT MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
  • FIGURE 4: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2019-2024
  • FIGURE 5: BASED ON COMPONENT, SOLUTIONS SEGMENT ESTIMATED TO LEAD CUSTOMER EXPERIENCE MANAGEMENT MARKET IN 2019
  • FIGURE 6: BASED ON DEPLOYMENT TYPE, CLOUD SEGMENT ESTIMATED TO ACCOUNT FOR LARGER MARKET SHARE IN 2019, COMPARED TO ON-PREMISES SEGMENT
  • FIGURE 7: BASED ON VERTICAL, TRAVEL & HOSPITALITY SEGMENT IS ESTIMATED TO LEAD THE MARKET IN 2019
  • FIGURE 8: CUSTOMER EXPERIENCE MANAGEMENT MARKET: REGIONAL SNAPSHOT
  • FIGURE 9: INCREASING USE OF CUSTOMER-RELATED SCORES BY ORGANIZATIONS TO PLAN BETTER CUSTOMER ENGAGEMENT STRATEGY IS EXPECTED TO GROW THE MARKET FROM 2019 TO 2024
  • FIGURE 10: SOLUTIONS SEGMENT AND AUSTRALIA & NEW ZEALAND ESTIMATED TO ACCOUNT FOR THE LARGEST MARKET SHARE IN ASIA PACIFIC IN 2019
  • FIGURE 11: INDIA AND SOUTH AFRICA PROJECTED TO REGISTER HIGHEST CAGR FROM 2019 TO 2024
  • FIGURE 12: ADVANCEMENTS IN COMMUNICATION TECHNOLOGY ARE MAJOR DRIVING FACTORS FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • FIGURE 13: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • FIGURE 14: SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD (2019-2024)
  • FIGURE 15: CLOUD SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE DURING THE FORECAST PERIOD
  • FIGURE 16: AUTOMOTIVE SEGMENT PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 17: NORTH AMERICA ESTIMATED TO HOLD THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD
  • FIGURE 18: ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
  • FIGURE 19: NORTH AMERICA: MARKET SNAPSHOT
  • FIGURE 20: ASIA PACIFIC: MARKET SNAPSHOT
  • FIGURE 21: CUSTOMER EXPERIENCE MANAGEMENT MARKET (GLOBAL) COMPETITIVE LEADERSHIP MAPPING
  • FIGURE 22: CUSTOMER EXPERIENCE MANAGEMENT MARKET, COMPETITIVE LEADERSHIP MAPPING, STARTUP COMPANIES, 2019
  • FIGURE 23: MARKET RANKING, 2018
  • FIGURE 24: ADOBE SYSTEMS: COMPANY SNAPSHOT
  • FIGURE 25: ADOBE SYSTEMS: SWOT ANALYSIS
  • FIGURE 26: IBM: COMPANY SNAPSHOT
  • FIGURE 27: IBM: SWOT ANALYSIS
  • FIGURE 28: ORACLE CORPORATION: COMPANY SNAPSHOT
  • FIGURE 29: ORACLE: SWOT ANALYSIS
  • FIGURE 30: AVAYA INC.: COMPANY SNAPSHOT
  • FIGURE 31: AVAYA: SWOT ANALYSIS
  • FIGURE 32: NICE SYSTEMS: COMPANY SNAPSHOT
  • FIGURE 33: NICE SYSTEMS: SWOT ANALYSIS
  • FIGURE 34: NOKIA: COMPANY SNAPSHOT
  • FIGURE 35: NOKIA: SWOT ANALYSIS
  • FIGURE 36: SAP: COMPANY SNAPSHOT
  • FIGURE 37: SAP: SWOT ANALYSIS
  • FIGURE 38: OPENTEXT: COMPANY SNAPSHOT
  • FIGURE 39: TECH MAHINDRA: COMPANY SNAPSHOT
  • FIGURE 40: VERINT SYSTEMS: COMPANY SNAPSHOT
  • FIGURE 41: ZENDESK: COMPANY SNAPSHOT
  • FIGURE 42: SDL: COMPANY SNAPSHOT
目次
Product Code: TC 2625

"Increasing necessity to improve customer engagement and reduce customer churn rate due to growing competition to drive the market for customer experience management"

The customer experience management market is projected to grow from USD 7.8 billion in 2019 to USD 14.5 billion by 2024, at a CAGR of 13.3% from 2019 to 2024. The increasing need for improving customer engagement and reducing customer churn rates due to growing competition has led organizations to deploy advanced customer experience solutions. However, reluctance to transit from traditional to modern solutions, and data security mandates are considered to pose challenges to the growth of the customer experience management market.

By component, the solutions segment to account for a larger market share during the forecast period

Based on component, the solutions segment is expected to hold a larger market share than the services segment during the forecast period. Organizations are deploying customer experience management solutions to empower customers with highly connected personalized experiences across a wide range of websites, stores, call centers, mobile apps, social media, emails, virtual assistants, and other touchpoints. Customer queries are also expected to be resolved through automatic response processes, through solutions wherein the customers receive real-time feedback of the queries.

By services, the managed services segment to account for a larger market share during the forecast period

Based on services, the managed services segment is expected to hold a larger market size than the professional services segment during the forecast period due to the growing demand for the management of customer experience management operations on-premises as well as on the cloud. The prime responsibility of the managed service providers is to improve the efficiency of inbound and outbound operations cost-effectively for enterprises.

Among regions, APAC to grow at the highest CAGR during the forecast period

The market in APAC is projected to grow at the highest CAGR during the forecast period, due to widespread adoption of emerging technologies, such as cloud computing, AI, and analytics. The presence of growing economies such as China and India which are rapidly implementing latest technologies has also contributed to the growth of the customer experience management market in the region.

In-depth interviews were conducted with chief executive officers, marketing directors, innovation and technology directors, and executives from various key organizations operating in the customer experience management market.

The breakup of the profiles of the primary participants is given below:

  • By Company Type: Tier 1 - 35%, Tier 2 - 40%, and Tier 3 - 25%
  • By Designation: C-Level - 30%, Director Level - 35%, Managers-35%
  • By Region: North America - 40%, Europe - 30%, APAC - 20%, and RoW - 10%

The following key customer experience management vendors are profiled in the report:

  • Adobe Systems (US)
  • Avaya Inc. (US)
  • Clarabridge (US)
  • IBM (US)
  • InMoment (US)
  • Medallia (US)
  • MaritzCX (US)
  • NICE Systems (Israel)
  • Nokia (Finland)
  • OpenText (Canada)
  • Oracle Corporation (US)
  • Tech Mahindra (India)
  • Verint Systems (US)
  • SDL (UK)
  • SAP (Germany)
  • SAS Institute (US)
  • Sitecore (US)
  • Zendesk (US)

Research Coverage:

Customer experience management market by component (solutions and services), deployment type (on-premises and cloud), vertical, and region. A detailed analysis of the key industry players has been undertaken to provide insights into their business overviews; services; key strategies; new service launches; partnerships, agreements, and collaborations; business expansions; and competitive landscape associated with the customer experience management market.

Reasons to Buy the Report:

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

  • It comprehensively segments the customer experience management market and provides the closest approximations of the revenue numbers for the overall market and its subsegments across different regions.
  • It would help stakeholders understand the pulse of the market and provide information on the key market drivers, restraints, challenges, and opportunities.
  • It would help stakeholders understand their competitors better and gain more insights to enhance their positions in the market. The competitive landscape section includes competitor ecosystem, new service developments, partnerships, and acquisitions.

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 REGIONAL SCOPE
  • 1.4 YEARS CONSIDERED FOR THE STUDY
  • 1.5 CURRENCY
  • 1.6 STAKEHOLDERS

2 RESEARCH METHODOLOGY

  • 2.1 RESEARCH DATA
    • 2.1.1 SECONDARY DATA
    • 2.1.2 PRIMARY DATA
      • 2.1.2.1 Breakup of primaries
      • 2.1.2.2 Key industry insights
  • 2.2 MARKET BREAKUP AND DATA TRIANGULATION
  • 2.3 MARKET SIZE ESTIMATION
    • 2.3.1 TOP-DOWN APPROACH
    • 2.3.2 BOTTOM-UP APPROACH
  • 2.4 MARKET FORECAST
  • 2.5 RESEARCH ASSUMPTIONS
  • 2.6 LIMITATIONS

3 EXECUTIVE SUMMARY

4 PREMIUM INSIGHTS

  • 4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 4.2 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT AND COUNTRY
  • 4.3 CUSTOMER EXPERIENCE MANAGEMENT MARKET: MAJOR COUNTRIES

5 MARKET OVERVIEW AND INDUSTRY TRENDS

  • 5.1 INTRODUCTION
  • 5.2 EVOLUTION
  • 5.3 MARKET DYNAMICS
    • 5.3.1 DRIVERS
      • 5.3.1.1 Need for better understanding customers increasing the demand for customer experience management solutions
      • 5.3.1.2 Customer-related scores helping organizations to plan better customer engagement strategy
      • 5.3.1.3 Customer experience management solutions help in reducing customer churn rates
    • 5.3.2 RESTRAINTS
      • 5.3.2.1 Difficulty in synchronizing customer experience data collected from different touchpoints within different domains
    • 5.3.3 OPPORTUNITIES
      • 5.3.3.1 Customer experience solutions help in keeping customer engagement through omnichannel
      • 5.3.3.2 Information extracted from customer experience solutions can be used to make optimal customer experience strategy
    • 5.3.4 CHALLENGES
      • 5.3.4.1 Difficulty in getting consistent customer experience feedback through all channels
      • 5.3.4.2 Difficulty in consolidating data of customer in a single customer view
  • 5.4 USE CASES
    • 5.4.1 USE CASE 1: ICICI BANK TRANSFORMS ITS CUSTOMER EXPERIENCE WITH GENESYS
    • 5.4.2 USE CASE 2: SAFARICOM USES NOKIA CUSTOMER EXPERIENCE MANAGEMENT ON DEMAND
    • 5.4.3 USE CASE 3: SCHWAN'S COMPANY USES ORACLE CROSS-CHANNEL MARKETING
    • 5.4.4 USE CASE 4: OPENTEXT AND LIVESITE'S SOLUTIONS HELP IN DELIVERING INFORMATION ACCORDING TO ITS MEMBERS' NEED AND WHEN THEY NEED IT

6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT

  • 6.1 INTRODUCTION
  • 6.2 SOLUTIONS
    • 6.2.1 OMNI-CHANNEL
      • 6.2.1.1 Omni-channel provides seamless experience across multiple channels
    • 6.2.2 MACHINE LEARNING
      • 6.2.2.1 Machine Learning solution learns from prior experiences of customer touchpoints to enrich the current and future interactions of customers
    • 6.2.3 ANALYTICS
      • 6.2.3.1 Analytics allow organizations to use artificial intelligence on the feedback of customers and helps the organizations to offer tailored solutions
    • 6.2.4 WORKFORCE OPTIMIZATION
      • 6.2.4.1 The workforce optimization software helps optimize agents' performance and boosts the productivity of the organizations
  • 6.3 SERVICES
    • 6.3.1 PROFESSIONAL SERVICES
      • 6.3.1.1 Consulting services
        • 6.3.1.1.1 Consulting services help eliminate complexities and reintegrate functions in a simplified environment by meeting clients' business needs
      • 6.3.1.2 Support & maintenance services
        • 6.3.1.2.1 Support & maintenance services help in ensuring the overall development of the customer experience management solutions
      • 6.3.1.3 Training
        • 6.3.1.3.1 Training is required to ensure CX solutions work at their optimum performance levels
    • 6.3.2 MANAGED SERVICES
      • 6.3.2.1 Managed service providers handle end-to-end deployment and after sales services for the solutions.

7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT

  • 7.1 INTRODUCTION
  • 7.2 WEBSITE
  • 7.3 STORE
  • 7.4 CALL CENTER
  • 7.5 MOBILE APP
  • 7.6 SOCIAL MEDIA
  • 7.7 EMAIL
  • 7.8 VIRTUAL ASSISTANT
  • 7.9 OTHERS

8 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE

  • 8.1 INTRODUCTION
  • 8.2 ON-PREMISES
    • 8.2.1 DATA SECURITY AND MAINTENANCE TO SUSTAIN THE GROWTH OF ON-PREMISES CUSTOMER EXPERIENCE SOLUTIONS DEPLOYMENT
  • 8.3 CLOUD
    • 8.3.1 PERFORMANCE AND COST EFFICIENCY TO INCREASE CLOUD DEPLOYMENTS OF CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS

9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL

  • 9.1 INTRODUCTION
  • 9.2 IT AND TELECOM
    • 9.2.1 INTENSE COMPETITION TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE IT AND TELECOM SECTOR
  • 9.3 BFSI
    • 9.3.1 GROWING DIGITAL MOBILITY TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE BFSI SECTOR
  • 9.4 RETAIL
    • 9.4.1 CHANGING CONSUMER BEHAVIOR TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE RETAIL SECTOR
  • 9.5 HEALTHCARE
    • 9.5.1 IMPROVEMENT OF PATIENT EXPERIENCE TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE HEALTHCARE SECTOR
  • 9.6 AUTOMOTIVE
    • 9.6.1 TECHNOLOGICAL INNOVATIONS TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE AUTOMOTIVE SECTOR
  • 9.7 TRAVEL AND HOSPITALITY
    • 9.7.1 GROWING DEMAND FOR CUSTOMER ENGAGEMENT SERVICES TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE TRAVEL AND HOSPITALITY SECTOR
  • 9.8 MEDIA AND ENTERTAINMENT
    • 9.8.1 INCREASING DIGITIZATION OF SERVICES TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE MEDIA AND ENTERTAINMENT SECTOR
  • 9.9 PUBLIC SECTOR
    • 9.9.1 INCREASING CUSTOMER EXPECTATION FOR IMPROVED SERVICES TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE PUBLIC SECTOR
  • 9.10 OTHERS

10 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION

  • 10.1 INTRODUCTION
  • 10.2 NORTH AMERICA
    • 10.2.1 US
      • 10.2.1.1 Rapid adoption of advanced technologies such as cloud computing, AI, and data analytics to drive the growth of the US customer experience management market
    • 10.2.2 CANADA
      • 10.2.2.1 Rising customer expectations to drive the growth of the customer experience management market in Canada
  • 10.3 EUROPE
    • 10.3.1 UK
      • 10.3.1.1 Growing digital transformation to drive the customer experience management market in the UK
    • 10.3.2 GERMANY
      • 10.3.2.1 Increase in digital mobility and digital spending to drive the growth of the customer experience management market in Germany
    • 10.3.3 FRANCE
      • 10.3.3.1 Increasing digital transformation to drive the growth of the customer experience management market in France
    • 10.3.4 REST OF EUROPE
  • 10.4 ASIA PACIFIC
    • 10.4.1 AUSTRALIA & NEW ZEALAND
      • 10.4.1.1 Rapid technological adoption to drive the growth of customer experience in Australia and New Zealand
    • 10.4.2 INDIA
      • 10.4.2.1 Growing adoption of customer-centric strategies by businesses to drive the growth of the customer experience management market in India
    • 10.4.3 CHINA
      • 10.4.3.1 Increasing adoption of customer experience offerings in various sectors to drive market growth in China
    • 10.4.4 REST OF ASIA PACIFIC
  • 10.5 LATIN AMERICA
    • 10.5.1 BRAZIL
      • 10.5.1.1 Growing adoption of cloud computing to drive the growth of the customer experience management market in Brazil
    • 10.5.2 MEXICO
      • 10.5.2.1 Rapid digital transformation to drive the growth of the customer experience management market in Mexico
    • 10.5.3 REST OF LATIN AMERICA
  • 10.6 MIDDLE EAST & AFRICA
    • 10.6.1 UAE
      • 10.6.1.1 Adoption of latest technologies to drive the growth of the customer experience management market in the UAE
    • 10.6.2 SAUDI ARABIA
      • 10.6.2.1 Adoption of cloud computing to drive the growth of the customer experience management market in Saudi Arabia
    • 10.6.3 SOUTH AFRICA
      • 10.6.3.1 Strategic implementation of customer experience by businesses to drive the growth of the customer experience management market in South Africa
    • 10.6.4 REST OF MIDDLE EAST & AFRICA

11 COMPETITIVE LANDSCAPE

  • 11.1 COMPETITIVE LEADERSHIP MAPPING
    • 11.1.1 VISIONARY LEADERS
    • 11.1.2 INNOVATORS
    • 11.1.3 DYNAMIC DIFFERENTIATORS
    • 11.1.4 EMERGING COMPANIES
  • 11.2 STRENGTH OF PRODUCT PORTFOLIO
  • 11.3 BUSINESS STRATEGY EXCELLENCE
  • 11.4 COMPETITIVE LEADERSHIP MAPPING (START-UP/SMES)
    • 11.4.1 PROGRESSIVE COMPANIES
    • 11.4.2 STARTING BLOCKS
    • 11.4.3 RESPONSIVE COMPANIES
    • 11.4.4 DYNAMIC COMPANIES
  • 11.5 MARKET RANKING FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2018

12 COMPANY PROFILES

(Business Overview, Products & Solutions, Key Insights, Recent Developments, SWOT Analysis, MnM View)*

  • 12.1 ADOBE SYSTEMS
  • 12.2 IBM
  • 12.3 ORACLE CORPORATION
  • 12.4 AVAYA INC.
  • 12.5 NICE SYSTEMS
  • 12.6 NOKIA
  • 12.7 SAP
  • 12.8 OPENTEXT
  • 12.9 TECH MAHINDRA
  • 12.10 VERINT SYSTEMS
  • 12.11 ZENDESK
  • 12.12 SDL
  • 12.13 MARITZCX
  • 12.14 MEDALLIA
  • 12.15 INMOMENT
  • 12.16 SAS INSTITUTE
  • 12.17 CLARABRIDGE
  • 12.18 SITECORE

Details on Business Overview, Products & Solutions, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

13 APPENDIX

  • 13.1 INDUSTRY EXCERPTS
  • 13.2 DISCUSSION GUIDE
  • 13.3 KNOWLEDGE STORE: MARKETSANDMARKETS' SUBSCRIPTION PORTAL
  • 13.4 AVAILABLE CUSTOMIZATIONS
  • 13.5 RELATED REPORTS
  • 13.6 AUTHOR DETAILS