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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、導入モード、タッチポイント、組織規模、エンドユーザー業界、企業、地域別の予測および機会(2025年)

Global Customer Experience Management Market By Component, By Deployment Mode, By Touch Point, By Organization Size, By End User Industry, By Company, By Region, Forecast & Opportunities, 2025

発行 TechSci Research 商品コード 941976
出版日 ページ情報 英文 117 Pages
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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、導入モード、タッチポイント、組織規模、エンドユーザー業界、企業、地域別の予測および機会(2025年) Global Customer Experience Management Market By Component, By Deployment Mode, By Touch Point, By Organization Size, By End User Industry, By Company, By Region, Forecast & Opportunities, 2025
出版日: 2020年06月01日 ページ情報: 英文 117 Pages
概要

世界のカスタマーエクスペリエンスマネジメント市場は、予測期間中に急速に成長すると見込まれています。同市場の主な成長要因には、カスタマーエクスペリエンスの向上と、顧客満足度の向上に対するニーズの高まりが挙げられます。

当レポートは世界のカスタマーエクスペリエンスマネジメント市場について調査しており、市場の成長要因や課題、予測および見通し、コンポーネント・展開モード・タッチポイント・組織規模・エンドユーザー業界・企業・地域別の市場分析、競合情勢、主要企業のプロファイル等の情報を提供しています。

目次

第1章 製品の概要

第2章 調査手法

第3章 COVID-19による市場への影響

第4章 エグゼクティブサマリー

第5章 お客様の声

第6章 市場の展望

  • 市場規模と予測
    • 売上
  • 市場シェアと予測
    • コンポーネント別(ソリューションv / sサービス)
    • 展開モード別(オンプレミスv / sクラウド)
    • タッチポイント別(ソーシャルメディア、支店/店舗、ウェブ、コールセンター、企業ウェブサイト、メール、モバイル、その他)
    • 組織サイズ別(大企業、中小企業)
    • エンドユーザー産業(IT・通信、自動車、小売、BFSI、 ヘルスケア、メディア・エンターテイメント、その他)
    • 企業別(2019年)
    • 地域別
  • 製品市場マップ

第7章 アジア太平洋地域

第8章 欧州

第9章 北米

第10章 南米

第11章 中東・アフリカ

第12章 市場力学

  • 成長要因
  • 課題

第13章 市場動向と進展

第14章 競合情勢の見通し

  • Adobe Systems, Inc.
  • Oracle Corporation
  • SAP SE
  • IBM Corporation
  • Avaya Inc.
  • NICE Systems
  • Nokia
  • OpenText
  • Tech Mahindra
  • Verint Systems

第15章 戦略的提言

第16章 会社概要と免責事項

目次
Product Code: 1521

Title:
Global Customer Experience Management Market By Component (Solution v/s Service), By Deployment Mode (On-Premise v/s Cloud), By Touch Point (Social Media, Branches/Stores, The Web, Call Centers, Company Website, Email, Mobile, Others), By Organization Size (Large Enterprises v/s SMEs), By End User Industry (IT & Telecom, Automotive, Retail, BFSI, Healthcare, Media & Entertainment, Others), By Company, By Region, Forecast & Opportunities, 2025.

Global customer experience management market is expected to grow at an impressive rate during the forecast period. The global customer experience management market is driven by the growing need to enhance customer experience and improve the customer satisfaction levels. Additionally, increasing deployment of advanced technologies such as AI, big data analytics solution, IoT, Cloud Computing, Machine Learning, among others to provide better, more reliable and efficient customer services which can reduce customer churn rates are further expected to propel the market through 2025. Furthermore, increasing investments, R&D and new product launches by the major vendors operating in the market is expected to create lucrative opportunities for the market growth over the next few years. However, lack of awareness pertaining to the availability of such technologies can hamper the market growth. Besides, high cost coupled with reluctance among consumers in choosing the appropriate technology can further impede the market growth during the forecast period.

The global customer experience management market is segmented based on component, deployment mode, touch point, organization size, end user industry, company and region. Based on deployment mode, the market can be bifurcated into on-premise and cloud. The cloud segment is expected to dominate the market on account of the flexibility, scalability, 24/7 availability, large storage space, among others associated with cloud. Based on touch point, the market can be categorized into social media, branches/stores, the web, call centers, company website, email, mobile and others. The mobile segment is expected to register significant growth in the market through 2025. This can be ascribed to the rising use of mobile phones among the consumers, increasing number of mobile applications and growth in mobile marketing.

Regionally, the customer experience management market has been segmented into various regions including Asia-Pacific, North America, South America, Europe, and Middle East & Africa. Among these regions, North America is expected dominate the overall customer experience management market owing to the early adoption of technologies in the region.

The major players operating in the customer experience management market Adobe Systems, Inc., Oracle Corporation, SAP SE, IBM Corporation, Avaya Inc., NICE Systems, Nokia, OpenText, Tech Mahindra, Verint Systems and others. Major companies are developing advanced technologies and launching new services in order to stay competitive in the market. Other competitive strategies include mergers & acquisitions and new service developments. For instance, In March 2019, Oracle partnered with TWINSET, an Italian Clothing Brand, for providing the company with Oracle Retail's modern point-of-service (POS) technology. This technology enhances customer experience at TWINSET stores by providing all transactional details to the in-store staff thus helping them suggest customers necessary styling and information related to the latest merchandise and more.

Years considered for this report:

Historical Years: 2015-2018

Base Year: 2019

Estimated Year: 2020

Forecast Period: 2021-2025

Objective of the Study:

  • To analyze and estimate the market size of global customer experience management market from 2015 to 2018.
  • To estimate and forecast the market size of global customer experience management market from 2019 to 2025 and growth rate until 2025.
  • To classify and forecast global customer experience management market based on component, deployment mode, touch point, organization size, end user industry, company and regional distribution.
  • To identify dominant region or segment in the global customer experience management market.
  • To identify drivers and challenges for global customer experience management market.
  • To examine competitive developments such as expansions, new product launches, mergers & acquisitions, etc., in global customer experience management market.
  • To identify and analyze the profile of leading players operating in global customer experience management market.
  • To identify key sustainable strategies adopted by market players in global customer experience management market.

TechSci Research performed both primary as well as exhaustive secondary research for this study. Initially, TechSci Research sourced a list of service providers across the globe. Subsequently, TechSci Research conducted primary research surveys with the identified companies. While interviewing, the respondents were also enquired about their competitors. Through this technique, TechSci Research could include the service providers which could not be identified due to the limitations of secondary research. TechSci Research analyzed the service providers, distribution channels and presence of all major players across the globe.

TechSci Research calculated the market size of global customer experience management market using a bottom-up approach, wherein data for various end-user segments was recorded and forecast for the future years. TechSci Research sourced these values from the industry experts and company representatives and externally validated through analyzing historical data of these product types and applications for getting an appropriate, overall market size. Various secondary sources such as company websites, news articles, press releases, company annual reports, investor presentations and financial reports were also studied by TechSci Research.

Key Target Audience:

  • Customer experience management service provider companies
  • Market research and consulting firms
  • Government bodies such as regulating authorities and policy makers
  • Organizations, forums and alliances related to customer experience management

The study is useful in providing answers to several critical questions that are important for the industry stakeholders such as service providers, suppliers and partners, end users, etc., besides allowing them in strategizing investments and capitalizing on market opportunities.

Report Scope:

In this report, global customer experience management market has been segmented into following categories, in addition to the industry trends which have also been detailed below:

  • Global Customer Experience Management Market, By Component:

Solution

Service

  • Professional
  • Managed
  • Global Customer Experience Management Market, By Deployment Mode:

On-Premise

Cloud

  • Global Customer Experience Management Market, By Touch Point:

Social Media

Branches/Stores

The Web

Call Centers

Company Website

Email

Mobile

Others

  • Global Customer Experience Management Market, By Organization Size:

Large Enterprises

SMEs

  • Global Customer Experience Management Market, By End User Industry:

IT & Telecom

Automotive

Retail

BFSI

Healthcare

Media & Entertainment

Others

  • Global Customer Experience Management Market, By Region:

North America

  • United States
  • Canada
  • Mexico

Europe

  • Germany
  • France
  • United Kingdom
  • Italy
  • Spain

Asia-Pacific

  • China
  • Japan
  • India
  • South Korea
  • Australia

Middle East & Africa

  • South Africa
  • Saudi Arabia
  • UAE
  • Kuwait

South America

  • Brazil
  • Argentina
  • Colombia

Competitive Landscape

Company Profiles: Detailed analysis of the major companies present in global customer experience management market.

Available Customizations:

With the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

  • Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Product Overview

2. Research Methodology

3. Impact of COVID-19 on Global Customer Experience Management Market

4. Executive Summary

5. Voice of Customer

6. Global Customer Experience Management Market Outlook

  • 6.1. Market Size & Forecast
    • 6.1.1. By Value
  • 6.2. Market Share & Forecast
    • 6.2.1. By Component (Solution v/s Service)
      • 6.2.1.1. By Service (Professional v/s Managed)
    • 6.2.2. By Deployment Mode (On-Premise v/s Cloud)
    • 6.2.3. By Touch Point (Social Media, Branches/Stores, The Web, Call Centers, Company Website, Email, Mobile, Others)
    • 6.2.4. By Organization Size (Large Enterprises v/s SMEs)
    • 6.2.5. By End User Industry (IT & Telecom, Automotive, Retail, BFSI, Healthcare, Media & Entertainment, Others)
    • 6.2.6. By Company (2019)
    • 6.2.7. By Region
  • 6.3. Product Market Map

7. Asia-Pacific Customer Experience Management Market Outlook

  • 7.1. Market Size & Forecast
    • 7.1.1. By Value
  • 7.2. Market Share & Forecast
    • 7.2.1. By Component
    • 7.2.2. By Deployment Mode
    • 7.2.3. By Touch Point
    • 7.2.4. By Organization Size
    • 7.2.5. By End User Industry
    • 7.2.6. By Country
  • 7.3. Asia-Pacific: Country Analysis
    • 7.3.1. China Customer Experience Management Market Outlook
      • 7.3.1.1. Market Size & Forecast
        • 7.3.1.1.1. By Value
      • 7.3.1.2. Market Share & Forecast
        • 7.3.1.2.1. By Component
        • 7.3.1.2.2. By Deployment Mode
        • 7.3.1.2.3. By Touch Point
        • 7.3.1.2.4. By Organization Size
        • 7.3.1.2.5. By End User Industry
    • 7.3.2. India Customer Experience Management Market Outlook
      • 7.3.2.1. Market Size & Forecast
        • 7.3.2.1.1. By Value
      • 7.3.2.2. Market Share & Forecast
        • 7.3.2.2.1. By Component
        • 7.3.2.2.2. By Deployment Mode
        • 7.3.2.2.3. By Touch Point
        • 7.3.2.2.4. By Organization Size
        • 7.3.2.2.5. By End User Industry
    • 7.3.3. Australia Customer Experience Management Market Outlook
      • 7.3.3.1. Market Size & Forecast
        • 7.3.3.1.1. By Value
      • 7.3.3.2. Market Share & Forecast
        • 7.3.3.2.1. By Component
        • 7.3.3.2.2. By Deployment Mode
        • 7.3.3.2.3. By Touch Point
        • 7.3.3.2.4. By Organization Size
        • 7.3.3.2.5. By End User Industry
    • 7.3.4. Japan Customer Experience Management Market Outlook
      • 7.3.4.1. Market Size & Forecast
        • 7.3.4.1.1. By Value
      • 7.3.4.2. Market Share & Forecast
        • 7.3.4.2.1. By Component
        • 7.3.4.2.2. By Deployment Mode
        • 7.3.4.2.3. By Touch Point
        • 7.3.4.2.4. By Organization Size
        • 7.3.4.2.5. By End User Industry
    • 7.3.5. South Korea Customer Experience Management Market Outlook
      • 7.3.5.1. Market Size & Forecast
        • 7.3.5.1.1. By Value
      • 7.3.5.2. Market Share & Forecast
        • 7.3.5.2.1. By Component
        • 7.3.5.2.2. By Deployment Mode
        • 7.3.5.2.3. By Touch Point
        • 7.3.5.2.4. By Organization Size
        • 7.3.5.2.5. By End User Industry

8. Europe Customer Experience Management Market Outlook

  • 8.1. Market Size & Forecast
    • 8.1.1. By Value
  • 8.2. Market Share & Forecast
    • 8.2.1. By Component
    • 8.2.2. By Deployment Mode
    • 8.2.3. By Touch Point
    • 8.2.4. By Organization Size
    • 8.2.5. By End User Industry
    • 8.2.6. By Country
  • 8.3. Europe: Country Analysis
    • 8.3.1. France Customer Experience Management Market Outlook
      • 8.3.1.1. Market Size & Forecast
        • 8.3.1.1.1. By Value
      • 8.3.1.2. Market Share & Forecast
        • 8.3.1.2.1. By Component
        • 8.3.1.2.2. By Deployment Mode
        • 8.3.1.2.3. By Touch Point
        • 8.3.1.2.4. By Organization Size
        • 8.3.1.2.5. By End User Industry
    • 8.3.2. Germany Customer Experience Management Market Outlook
      • 8.3.2.1. Market Size & Forecast
        • 8.3.2.1.1. By Value
      • 8.3.2.2. Market Share & Forecast
        • 8.3.2.2.1. By Component
        • 8.3.2.2.2. By Deployment Mode
        • 8.3.2.2.3. By Touch Point
        • 8.3.2.2.4. By Organization Size
        • 8.3.2.2.5. By End User Industry
    • 8.3.3. United Kingdom Customer Experience Management Market Outlook
      • 8.3.3.1. Market Size & Forecast
        • 8.3.3.1.1. By Value
      • 8.3.3.2. Market Share & Forecast
        • 8.3.3.2.1. By Component
        • 8.3.3.2.2. By Deployment Mode
        • 8.3.3.2.3. By Touch Point
        • 8.3.3.2.4. By Organization Size
        • 8.3.3.2.5. By End User Industry
    • 8.3.4. Italy Customer Experience Management Market Outlook
      • 8.3.4.1. Market Size & Forecast
        • 8.3.4.1.1. By Value
      • 8.3.4.2. Market Share & Forecast
        • 8.3.4.2.1. By Component
        • 8.3.4.2.2. By Deployment Mode
        • 8.3.4.2.3. By Touch Point
        • 8.3.4.2.4. By Organization Size
        • 8.3.4.2.5. By End User Industry
    • 8.3.5. Spain Customer Experience Management Market Outlook
      • 8.3.5.1. Market Size & Forecast
        • 8.3.5.1.1. By Value
      • 8.3.5.2. Market Share & Forecast
        • 8.3.5.2.1. By Component
        • 8.3.5.2.2. By Deployment Mode
        • 8.3.5.2.3. By Touch Point
        • 8.3.5.2.4. By Organization Size
        • 8.3.5.2.5. By End User Industry

9. North America Customer Experience Management Market Outlook

  • 9.1. Market Size & Forecast
    • 9.1.1. By Value
  • 9.2. Market Share & Forecast
    • 9.2.1. By Component
    • 9.2.2. By Deployment Mode
    • 9.2.3. By Touch Point
    • 9.2.4. By Organization Size
    • 9.2.5. By End User Industry
    • 9.2.6. By Country
  • 9.3. North America: Country Analysis
    • 9.3.1. United States Customer Experience Management Market Outlook
      • 9.3.1.1. Market Size & Forecast
        • 9.3.1.1.1. By Value
      • 9.3.1.2. Market Share & Forecast
        • 9.3.1.2.1. By Component
        • 9.3.1.2.2. By Deployment Mode
        • 9.3.1.2.3. By Touch Point
        • 9.3.1.2.4. By Organization Size
        • 9.3.1.2.5. By End User Industry
    • 9.3.2. Mexico Customer Experience Management Market Outlook
      • 9.3.2.1. Market Size & Forecast
        • 9.3.2.1.1. By Value
      • 9.3.2.2. Market Share & Forecast
        • 9.3.2.2.1. By Component
        • 9.3.2.2.2. By Deployment Mode
        • 9.3.2.2.3. By Touch Point
        • 9.3.2.2.4. By Organization Size
        • 9.3.2.2.5. By End User Industry
    • 9.3.3. Canada Customer Experience Management Market Outlook
      • 9.3.3.1. Market Size & Forecast
        • 9.3.3.1.1. By Value
      • 9.3.3.2. Market Share & Forecast
        • 9.3.3.2.1. By Component
        • 9.3.3.2.2. By Deployment Mode
        • 9.3.3.2.3. By Touch Point
        • 9.3.3.2.4. By Organization Size
        • 9.3.3.2.5. By End User Industry

10. South America Customer Experience Management Market Outlook

  • 10.1. Market Size & Forecast
    • 10.1.1. By Value
  • 10.2. Market Share & Forecast
    • 10.2.1. By Component
    • 10.2.2. By Deployment Mode
    • 10.2.3. By Touch Point
    • 10.2.4. By Organization Size
    • 10.2.5. By End User Industry
    • 10.2.6. By Country
  • 10.3. South America: Country Analysis
    • 10.3.1. Brazil Customer Experience Management Market Outlook
      • 10.3.1.1. Market Size & Forecast
        • 10.3.1.1.1. By Value
      • 10.3.1.2. Market Share & Forecast
        • 10.3.1.2.1. By Component
        • 10.3.1.2.2. By Deployment Mode
        • 10.3.1.2.3. By Touch Point
        • 10.3.1.2.4. By Organization Size
        • 10.3.1.2.5. By End User Industry
    • 10.3.2. Argentina Customer Experience Management Market Outlook
      • 10.3.2.1. Market Size & Forecast
        • 10.3.2.1.1. By Value
      • 10.3.2.2. Market Share & Forecast
        • 10.3.2.2.1. By Component
        • 10.3.2.2.2. By Deployment Mode
        • 10.3.2.2.3. By Touch Point
        • 10.3.2.2.4. By Organization Size
        • 10.3.2.2.5. By End User Industry
    • 10.3.3. Colombia Customer Experience Management Market Outlook
      • 10.3.3.1. Market Size & Forecast
        • 10.3.3.1.1. By Value
      • 10.3.3.2. Market Share & Forecast
        • 10.3.3.2.1. By Component
        • 10.3.3.2.2. By Deployment Mode
        • 10.3.3.2.3. By Touch Point
        • 10.3.3.2.4. By Organization Size
        • 10.3.3.2.5. By End User Industry

11. Middle East and Africa Customer Experience Management Market Outlook

  • 11.1. Market Size & Forecast
    • 11.1.1. By Value
  • 11.2. Market Share & Forecast
    • 11.2.1. By Component
    • 11.2.2. By Deployment Mode
    • 11.2.3. By Touch Point
    • 11.2.4. By Organization Size
    • 11.2.5. By End User Industry
    • 11.2.6. By Country
  • 11.3. MEA: Country Analysis
    • 11.3.1. South Africa Customer Experience Management Market Outlook
      • 11.3.1.1. Market Size & Forecast
        • 11.3.1.1.1. By Value
      • 11.3.1.2. Market Share & Forecast
        • 11.3.1.2.1. By Component
        • 11.3.1.2.2. By Deployment Mode
        • 11.3.1.2.3. By Touch Point
        • 11.3.1.2.4. By Organization Size
        • 11.3.1.2.5. By End User Industry
    • 11.3.2. Saudi Arabia Customer Experience Management Market Outlook
      • 11.3.2.1. Market Size & Forecast
        • 11.3.2.1.1. By Value
      • 11.3.2.2. Market Share & Forecast
        • 11.3.2.2.1. By Component
        • 11.3.2.2.2. By Deployment Mode
        • 11.3.2.2.3. By Touch Point
        • 11.3.2.2.4. By Organization Size
        • 11.3.2.2.5. By End User Industry
    • 11.3.3. UAE Customer Experience Management Market Outlook
      • 11.3.3.1. Market Size & Forecast
        • 11.3.3.1.1. By Value
      • 11.3.3.2. Market Share & Forecast
        • 11.3.3.2.1. By Component
        • 11.3.3.2.2. By Deployment Mode
        • 11.3.3.2.3. By Touch Point
        • 11.3.3.2.4. By Organization Size
        • 11.3.3.2.5. By End User Industry
    • 11.3.4. Kuwait Customer Experience Management Market Outlook
      • 11.3.4.1. Market Size & Forecast
        • 11.3.4.1.1. By Value
      • 11.3.4.2. Market Share & Forecast
        • 11.3.4.2.1. By Component
        • 11.3.4.2.2. By Deployment Mode
        • 11.3.4.2.3. By Touch Point
        • 11.3.4.2.4. By Organization Size
        • 11.3.4.2.5. By End User Industry

12. Market Dynamics

  • 12.1. Drivers
  • 12.2. Challenges

13. Market Trends & Developments

14. Competitive Landscape

  • 14.1. Adobe Systems, Inc.
  • 14.2. Oracle Corporation
  • 14.3. SAP SE
  • 14.4. IBM Corporation
  • 14.5. Avaya Inc.
  • 14.6. NICE Systems
  • 14.7. Nokia
  • 14.8. OpenText
  • 14.9. Tech Mahindra
  • 14.10. Verint Systems

15. Strategic Recommendations

16. About Us & Disclaimer