市場調査レポート

商品コード

1596929

カスタマーエクスペリエンスマネジメントの市場規模、シェア、成長分析、オファリング別、タッチポイント別、展開タイプ別、組織規模別、業界別、地域別 - 産業予測、2024年～2031年

Customer Experience Management Market Size, Share, Growth Analysis, By Offering (Solutions, Services), By Touchpoint, By Deployment Type, By Organization Size, By Vertical, By Region - Industry Forecast 2024-2031

出版日: 2024年11月22日
発行: SkyQuest
ページ情報: 英文 165 Pages
納期: 3～5営業日

価格

PDF & Excel (Single User License)

USD 5,300 760,921円

レポートPDF・Excelを1 名様のみがご利用頂けるライセンスです。PDF・Excell内のテキスト等のコピーは可能です。PDF・Excelの印刷は可能ですが、印刷したもののご利用はPDF・Excelのご利用範囲に準拠します

PDF & Excel (Multiple User License)

USD 6,200 890,134円

レポートPDF・Excel2-5名様までがご利用頂けるライセンスです。PDF・Excel内のテキスト等のコピーは可能です。PDF・Excelの印刷は可能ですが、印刷したもののご利用はPDF・Excelのご利用範囲に準拠します。

PDF & Excel (Enterprise License)

USD 7,100 1,019,347円

レポートPDF・Excelを同一企業に所属の全世界の方にご使用頂けるライセンスです。PDF・Excel内のテキスト等のコピーは可能です。PDF・Excelの印刷は可能ですが、印刷したもののご利用はPDF・Excelのご利用範囲に準拠します。

価格表記: USDを日本円(税抜)に換算

本日の銀行送金レート: 1USD=143.57円

全表示
概要
目次

概要

サンプル依頼リストに入れる

カスタマーエクスペリエンスマネジメントの世界市場規模は、2022年に100億米ドルと評価され、2023年の114億米ドルから2031年には286億米ドルに成長し、予測期間中（2024-2031年）のCAGRは12.2％で成長する見通しです。

2023年10月現在、世界のカスタマーエクスペリエンスマネジメント（CEM）市場は、主に多様な分野でのパーソナライズされた体験に対する需要の高まりによって、大きな成長を遂げています。企業は、ブランド・ロイヤルティを育みリピートを促進するために、マーケティング、販売、顧客サポート戦略の最前線に企業顧客を据えることの重要性を認識しています。効果的なCEMは顧客の声に大きく依存し、企業とのやり取りに関する消費者の認識を測定するシステムを活用しています。競争力を維持し、進化する顧客の期待に応えるために、企業は革新的な手法と最先端技術によって継続的に適応する必要に迫られています。この変革は、現在の需要を満たすだけでなく、将来の消費者嗜好の動向を予測しようとする組織にとって不可欠です。そのため、顧客一人ひとりのニーズを理解し、それに応えてくれるブランドを顧客がますます求めるようになる中、ニーズに合わせた魅力的な体験を開発することを優先する企業は、競争優位を獲得できる可能性が高くなっています。パーソナライズされた顧客エンゲージメントへのシフトは、CEM市場の世界の成長を促進する重要な要因であり、企業が顧客満足度とロイヤルティを高めるために強固なカスタマーエクスペリエンス戦略に投資する必要性を浮き彫りにしています。

北米
- 米国
- カナダ
欧州
- 英国
- ドイツ
- スペイン
- フランス
- イタリア
- その他欧州地域
アジア太平洋
- 中国
- インド
- 日本
- 韓国
- その他アジア太平洋地域
ラテンアメリカ
- ブラジル
- その他ラテンアメリカ地域
中東およびアフリカ
- GCC諸国
- 南アフリカ
- その他中東・アフリカ

競合情報

上位5社の比較
主要企業の市場ポジショニング（2023年）
主な市場企業が採用した戦略
市場の最近の動向
企業の市場シェア分析（2023年）
主要企業の企業プロファイル
- 会社概要
- 製品ポートフォリオ分析
- セグメント別シェア分析
- 収益の前年比比較（2021-2023）

主要企業プロファイル

Adobe（US）
IBM（US）
Oracle（US）
Avaya（US）
Nice（Israel）
SAP（Germany）
OpenText（Canada）
Tech Mahindra（India）
Verint Systems（US）
Zendesk（US）
Teradata（US）
Sprinklr（US）
Medallia（US）
InMoment（US）
SAS（US）
Clarabridge（US）
Sitecore（US）
NGDATA（Belgium）
Amperity（US）
Mixpanel（US）

結論と推奨事項

Product Code: SQMIG20Q2006

Global Customer Experience Management Market size was valued at USD 10.0 billion in 2022 and is poised to grow from USD 11.4 billion in 2023 to USD 28.6 billion by 2031, growing at a CAGR of 12.2% during the forecast period (2024-2031).

As of October 2023, the global Customer Experience Management (CEM) market is witnessing significant growth, driven primarily by an increasing demand for personalized experiences across diverse sectors. Organizations are recognizing the importance of placing business customers at the forefront of their marketing, sales, and customer support strategies to foster brand loyalty and encourage repeat business. Effective CEM relies heavily on the voice of the customer, utilizing systems to measure consumer perceptions regarding their interactions with businesses. To stay competitive and meet evolving customer expectations, companies are compelled to adapt continuously through innovative practices and cutting-edge technologies. This transformation is essential for organizations seeking not only to fulfill current demands but also to anticipate future trends in consumer preferences. Therefore, businesses that prioritize developing tailored and engaging experiences will likely gain a competitive edge as customers increasingly seek out brands that understand and cater to their individual needs. This shift towards personalized customer engagement is a key driver propelling the growth of the CEM market globally, underscoring the necessity for companies to invest in robust customer experience strategies to enhance customer satisfaction and loyalty.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Customer Experience Management market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global Customer Experience Management Market Segmental Analysis

Global Customer Experience Management Market is segmented by Offering, Touchpoint, Deployment type, Organisation Size, Vertical and region. Based on Offering, the market is segmented into Solutions (Omnichannel, Machine learning), Services (Professional services, Managed services). Based on Touchpoint, the market is segmented into Websites, Stores, Call centers, Mobile apps, Social media, Emails, Virtual assistants, Other touchpoints (loyalty programs, surveys, sales representatives, seminars, trade shows, public speaking, and training). Based on Deployment type, the market is segmented into On-Premises, Cloud. Based on Organisation Size, the market is segmented into Small and Medium Enterprises (SMEs), Large Enterprises. Based on Vertical, the market is segmented into IT & Telecom, BFSI, Retail, Healthcare, Automotive, Travel & hospitality, Media & entertainment Public sector, Other verticals (education, transportation, and logistics). Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & and Africa.

Driver of the Global Customer Experience Management Market

The Global Customer Experience Management market is significantly driven by the importance of customer experience in cultivating engagement and brand loyalty. A positive customer experience not only promotes repeat interactions with a brand, whether online or in-store, but also generates favorable reviews across social media platforms. These reviews can attract new consumers, enhancing customer retention and acquisition efforts. As online shopping and digital banking have become more prevalent, businesses have pivoted to online platforms to meet consumer needs. Retailers are leveraging advanced technologies such as Artificial Intelligence for interactive conversations and virtual trials, while utilizing multiple channels-social networks, mobile apps, and websites-to maximize their visibility and engage with a broader audience.

Restraints in the Global Customer Experience Management Market

The Global Customer Experience Management market faces significant restraints linked to organizations prioritizing consumer demands, often at the expense of innovation. When companies overly focus on enhancing the customer experience based on current consumer preferences, they risk stifling their creative potential. This may lead to a reluctance to explore new product advancements or innovative enhancements to existing offerings. While consumers may articulate their needs, it is essential for businesses to invest in research and development to generate ideas that may not emerge from consumer feedback alone. Balancing customer satisfaction with innovation is crucial to fostering growth and maintaining a competitive edge in the market.

Market Trends of the Global Customer Experience Management Market

The Global Customer Experience Management (CEM) market is witnessing a significant upswing, fueled by decreasing costs in computational and data power alongside the rapid adoption of AI and advanced analytics. These technologies empower businesses to effectively design, implement, and enhance their end-to-end customer experience strategies, fostering robust market growth. Moreover, the integration of big data analytics offers profound insights into customer needs, challenges, and preferences, promoting transparency in the purchasing journey. A noteworthy trend driving this market expansion is the increasing focus on customer retention strategies, as organizations recognize that heightened customer loyalty directly correlates with long-term profitability.

Introduction

Objectives of the Study
Scope of the Report
Definitions

Research Methodology

Information Procurement
Secondary & Primary Data Methods
Market Size Estimation
Market Assumptions & Limitations

Executive Summary

Global Market Outlook
Supply & Demand Trend Analysis
Segmental Opportunity Analysis

Market Dynamics & Outlook

Market Overview
Market Size
Market Dynamics
- Driver & Opportunities
- Restraints & Challenges
Porters Analysis & Impact
- Competitive rivalry
- Threat of substitute
- Bargaining power of buyers
- Threat of new entrants
- Bargaining power of suppliers

Key Market Insights

Key Success Factors
Degree of Competition
Top Investment Pockets
Market Ecosystem
Technological Advancement
Regulatory Landscape
Case Study Analysis
PESTEL Analysis
Macro-Economic Indicators
Startup Analysis
Market Attractiveness Index

Global Customer Experience Management Market Size by Offering & CAGR (2024-2031)

Market Overview
Solutions
- Omnichannel
- Machine learning
- Analytics
- Workforce optimization
Services
- Professional services
- Deployment & integration
- Support & maintenance
- Consulting & training
Managed services

Global Customer Experience Management Market Size by Touchpoint & CAGR (2024-2031)

Market Overview
Websites
Stores
Call centers
Mobile apps
Social media
Emails
Virtual assistants
Other Touchpoints (Loyalty Programs, Surveys, Sales Representatives, Seminars, Trade Shows, Public Speaking, And Training)

Global Customer Experience Management Market Size by Deployment type & CAGR (2024-2031)

Market Overview
On-Premises
Cloud

Global Customer Experience Management Market Size by Organization Size & CAGR (2024-2031)

Market Overview
Small and Medium Enterprises (SMEs)
Large Enterprises

Global Customer Experience Management Market Size by Vertical & CAGR (2024-2031)

Market Overview
IT & Telecom
BFSI
Retail
Healthcare
Automotive
Travel & hospitality
Media & entertainment
Public sector
Other verticals (Education, Transportation, And Logistics)

Global Customer Experience Management Market Size & CAGR (2024-2031)

North America, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
- US
- Canada
Europe, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
- UK
- Germany
- Spain
- France
- Italy
- Rest of Europe
Asia-Pacific, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
- China
- India
- Japan
- South Korea
- Rest of Asia Pacific
Latin America, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
- Brazil
- Rest of Latin America
Middle East & Africa, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
- GCC Countries
- South Africa
- Rest of Middle East & Africa

Competitive Intelligence

Top 5 Player Comparison
Market Positioning of Key Players, 2023
Strategies Adopted by Key Market Players
Recent Developments in the Market
Company Market Share Analysis, 2023
Company Profiles of All Key Players
- Company Details
- Product Portfolio Analysis
- Company's Segmental Share Analysis
- Revenue Y-O-Y Comparison (2021-2023)

Key Company Profiles

Adobe (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
IBM (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Oracle (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Avaya (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Nice (Israel)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
SAP (Germany)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
OpenText (Canada)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Tech Mahindra (India)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Verint Systems (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Zendesk (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Teradata (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Sprinklr (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Medallia (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
InMoment (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
SAS (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Clarabridge (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Sitecore (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
NGDATA (Belgium)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Amperity (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Mixpanel (US)
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments

カスタマーエクスペリエンスマネジメントの市場規模、シェア、成長分析、オファリング別、タッチポイント別、展開タイプ別、組織規模別、業界別、地域別 - 産業予測、2024年～2031年

Customer Experience Management Market Size, Share, Growth Analysis, By Offering (Solutions, Services), By Touchpoint, By Deployment Type, By Organization Size, By Vertical, By Region - Industry Forecast 2024-2031

目次

イントロダクション

調査手法

エグゼクティブサマリー

市場力学と見通し

主な市場の考察

カスタマーエクスペリエンスマネジメントの市場規模：オファリング別

カスタマーエクスペリエンスマネジメントの市場規模：タッチポイント別

カスタマーエクスペリエンスマネジメントの市場規模：展開タイプ別

カスタマーエクスペリエンスマネジメントの市場規模：組織規模別

カスタマーエクスペリエンスマネジメントの市場規模：業界別

カスタマーエクスペリエンスマネジメントの市場規模：地域別