カスタマーエクスペリエンス管理ソフトウェアの世界市場規模：タッチポイント別、エンドユーザー産業別、オファリング別、企業規模別、地域範囲別および予測

カスタマーエクスペリエンス管理ソフトウェアの市場規模と予測

カスタマーエクスペリエンス管理ソフトウェア市場規模は、2024年に140億7,000万米ドルと評価され、2026～2032年にかけて17.50%のCAGRで成長し、2032年には457億1,000万米ドルに達すると予測されます。

カスタマーエクスペリエンス管理（CEM）ソフトウェアは、複数のタッチポイントにおける顧客とのインタラクションを追跡し、改善することを可能にします。ウェブサイト、ソーシャルメディア、カスタマーサービスなど、さまざまなチャネルからデータを収集し、顧客の習慣、嗜好、満足度に関する洞察を記載しています。

カスタマーエクスペリエンス管理（CEM）ソフトウェアは、ウェブサイト、ソーシャルメディア、コールセンターなど、多くのタッチポイントにわたる顧客とのやり取りを追跡・分析し、エンゲージメントと満足度を向上させます。CEMは、アンケートによる顧客フィードバックの収集、行動データの分析、製品オファーやサービス品質向上のため洞察の取得を可能にします。

カスタマーエクスペリエンス管理（CXM）ソフトウェアの将来は、人工知能（AI）や機械学習（ML）などの先進技術を活用して、オーダーメイドのリアルタイムインタラクションを可能にすることです。AIを活用した分析は、顧客の行動を予測して先手を打った対応を可能にし、満足度を向上させる上で組織を支援します。

世界のカスタマーエクスペリエンス管理ソフトウェア市場力学

世界のカスタマーエクスペリエンス管理ソフトウェア市場を形成している主要市場力学は以下の通りです。

主要市場促進要因

顧客中心の戦術の重要性の高まり：各産業で競合が激化する中、組織は際立つために顧客中心の戦術を採用する傾向が強まっています。カスタマーエクスペリエンスは、個別対応と高品質のサービスを重視する企業にとって重要な競争優位性になっています。

オムニチャネル・コミュニケーション：現代の顧客は、ソーシャルメディア、Eメール、ウェブサイト、店舗訪問など、多数のチャネルを通じてブランドと交流しています。オムニチャネル・コミュニケーションへの移行により、消費者とのインタラクションを統合的に把握できる統合CEMプラットフォームへの需要が高まっています。

データ主導洞察の台頭：CEMソフトウェア産業を牽引するもうひとつの重要な要因は、データ主導の意思決定が重視されるようになったことです。今日、企業は膨大な量の顧客データにアクセスできるが、関連する洞察を評価し、抽出するためには先進的技術が必要です。

主要課題

既存システムとの統合：最も困難なタスクの1つは、CRM、ERP、マーケティングプラットフォームなどの既存のITインフラとCEMソフトウェアを統合することです。シームレスな接続ができないため、消費者体験が分断されたり、データ分析が非効率になったりすることが多いです。

データのプライバシーとセキュリティ：CEMソフトウェアを通じて取得される個人データの量が増えるにつれ、データプライバシーとセキュリティの保護がますます重要になっています。企業はGDPRやCCPAのようなデータ保護法に従い、顧客データの取り扱いについて厳しいガイドラインを設定する必要があります。

ユーザーの採用とトレーニング：CEMソフトウェアが効果的であるためには、組織内のユーザーが適切なトレーニングを受け、参加する必要があります。変化に対する抵抗感や、ソフトウェアの可能性に対する誤解は、その採用を妨げる可能性があります。従業員が適切なトレーニングを受けていない場合、新しい技術を使いこなすのに苦労し、その結果、使い勝手が悪くなり、カスタマーエクスペリエンスを向上させる機会を逃してしまう可能性があります。

主要動向

AIと機械学習の統合：人工知能（AI）と機械学習がカスタマーエクスペリエンス管理ソフトウェアに統合されるケースが増えています。これらの技術により、企業は膨大な量の顧客データをリアルタイムで分析し、パターンを検出し、顧客の行動を予測することができます。

クラウドベースのソリューション：クラウドの利用は、CEMソフトウェア産業を推進し続けています。クラウドベースのカスタマーエクスペリエンスソリューションは拡大性、柔軟性に優れ、統合が容易なため、企業はどこからでも顧客とのやり取りを管理できます。

オムニチャネルエクスペリエンス：今日の顧客は、オンライン、モバイルアプリ、店舗など、数多くのチャネルでシームレスな体験を望んでいます。カスタマーエクスペリエンス管理ソフトウェアは、オムニチャネルエクスペリエンスを提供するために開発されることが増えており、企業は複数のプラットフォームにわたるインタラクションを追跡・管理することができます。

目次

第1章 世界のカスタマーエクスペリエンス管理ソフトウェア市場の導入

• 市場概要
• 調査範囲
• 前提条件

第2章 エグゼクティブサマリー

第3章 VERIFIED MARKET RESEARCHの調査手法

• データマイニング
• バリデーション
• 一次資料
• データソース一覧

第4章 カスタマーエクスペリエンス管理ソフトウェアの世界市場展望

• 概要
• 市場力学
  • 促進要因
  • 抑制要因
  • 機会
• ポーターのファイブフォースモデル
• バリューチェーン分析

第5章 カスタマーエクスペリエンス管理ソフトウェアの世界市場：タッチポイント別

• 概要
• ソーシャルメディア
• ウェブ
• 電子メール
• コンタクトキャンター

第6章 カスタマーエクスペリエンス管理ソフトウェアの世界市場：エンドユーザー産業別

• 概要
• ヘルスケア
• 通信・情報技術（IT）
• ホスピタリティ
• 自動車
• その他

第7章 カスタマーエクスペリエンス管理ソフトウェアの世界市場：オファリング別

• 概要
• ソリューション
• サービス

第8章 カスタマーエクスペリエンス管理ソフトウェアの世界市場：企業規模別

• 概要
• 大企業
• 中小企業

第9章 カスタマーエクスペリエンス管理ソフトウェアの世界市場：地域別

• 概要
• 北米
  • 米国
  • カナダ
  • メキシコ
• 欧州
  • ドイツ
  • 英国
  • フランス
  • その他の欧州
• アジア太平洋
  • 中国
  • 日本
  • インド
  • その他のアジア太平洋
• その他
  • ラテンアメリカ
  • 中東・アフリカ

第10章 世界のカスタマーエクスペリエンス管理ソフトウェア市場の競合情勢

• 概要
• 各社の市場ランキング
• 主要開発戦略

第11章 企業プロファイル

• Adobe
• IBM
• Oracle
• Avaya
• Nice
• Nokia
• SAP
• OpenText
• Tech Mahindra
• Verint Systems

第12章 付録

• 関連調査

Customer Experience Management Software Market Size and Forecast

Customer Experience Management Software Market size was valued at USD 14.07 Billion in 2024 and is projected to reach USD 45.71 Billion by 2032, growing at a CAGR of 17.50% from 2026 to 2032.

Customer Experience Management (CEM) software enables firms to track and improve interactions with customers across multiple touchpoints. It collects data from a variety of channels including websites, social media, and customer service encounters to provide insights into customer habits, preferences, and satisfaction levels.

Customer Experience Management (CEM) software tracks and analyzes customer interactions across many touchpoints like as websites, social media, and call centers to improve engagement and satisfaction. It enables organizations to collect customer feedback via surveys, analyze behavioral data, and obtain insights to improve product offers and service quality.

The future of customer experience management (CXM) software is to leverage advanced technologies such as artificial intelligence (AI) and machine learning (ML) to enable tailored, real-time interactions. AI-powered analytics will assist organizations in forecasting customer behavior enabling preemptive responses and improving satisfaction.

Global Customer Experience Management Software Market Dynamics

The key market dynamics that are shaping the global customer experience management software market include:

Key Market Drivers:

Increasing Importance of Customer-Centric Tactics: As competition heats up across industries, organizations are increasingly turning to customer-centric tactics to stand out. Customer experience has become a critical competitive advantage with businesses emphasizing individualized interactions and high-quality service.

Omnichannel Communication: Modern customers interact with brands across a multitude of channels including social media, email, websites, and in-store visits. The transition to omnichannel communication has increased the demand for integrated CEM platforms that provide a unified view of consumer interactions.

Rise of Data-Driven Insights: Another key factor driving the CEM software industry is the increased emphasis on data-driven decision-making. Companies today have access to massive amounts of customer data but they require advanced technologies to evaluate and extract relevant insights

Key Challenges:

Integration with Existing Systems: One of the most difficult tasks is integrating CEM software with existing IT infrastructure such as CRM, ERP, or marketing platforms. The lack of seamless connection frequently results in fragmented consumer experiences and inefficiencies in data analysis.

Data Privacy and Security: As the amount of personal data acquired through CEM software grows protecting data privacy and security becomes increasingly important. Companies must follow data protection legislation such as GDPR or CCPA which sets tight guidelines for how customer data is handled.

User Adoption and Training: For CEM software to be effective, users in the organization must be properly trained and engaged. Resistance to change and a misunderstanding of the software's potential can stymie its adoption. Employees may struggle with new technology if they are not properly trained resulting in poor use and missed opportunities to improve the customer experience.

Key Trends:

AI and Machine Learning Integration: Artificial intelligence (AI) and machine learning are increasingly being integrated into customer experience management software. These technologies let organizations analyze vast amounts of client data in real-time, detect patterns, and forecast customer behavior.

Cloud-based Solutions: Cloud use continues to propel the CEM software industry. Cloud-based customer experience solutions are scalable, flexible, and easy to integrate allowing organizations to manage client interactions from anywhere.

Omnichannel Experience: Today's customers want seamless experiences across numerous channels including online, mobile apps, and in-store. Customer experience management software is increasingly being created to deliver an omnichannel experience enabling businesses to track and manage interactions across several platforms.

Global Customer Experience Management Software Market Regional Analysis

Here is a more detailed regional analysis of the global customer experience management software market:

North America

North America dominates the customer experience management (CEM) software market due to its strong technical infrastructure and high adoption rates across numerous industries. This dominance is fueled by factors such as a growing emphasis on customer-centric initiatives, a thriving e-commerce industry, and a rising desire for tailored consumer experiences. The increased emphasis on boosting customer happiness and loyalty is a major driver of the North American CEM software market.

According to the United States Bureau of Labor Statistics, customer service agents had approximately 3 million positions in 2020, reflecting the high value placed on client interactions. The US Census Bureau estimated that e-commerce sales in the United States hit USD 870.8 Billion in 2021, a 14.2% rise from 2020, highlighting the rise.

The National Science Foundation (NSF) reported that federal funding for AI research and development will total USD 1.9 Billion in fiscal year 2021, a significant increase from previous years. Furthermore, the United States Small Business Administration reports that 68% of customers are prepared to spend more for products and services from companies that provide excellent customer service emphasizing the potential return on investment for organizations who use CEM solutions.

Europe

The Asia Pacific region is experiencing the fastest growth in the customer experience management (CEM) software market owing mostly to rapid digital transformation. This increased adoption is being driven by rising internet penetration, smartphone usage, and a growing emphasis on customer-centric corporate strategies across multiple industries.

The digital transformation tsunami in the Asia Pacific is driving an increase in demand for CEM software.

According to the International Telecommunication Union (ITU), internet penetration in the Asia Pacific region will reach 64.1% in 2021, up from 37.6% in 2015. This represents a considerable rise in potential digital clients. This expansion is accompanied by increasing smartphone use with GSMA Intelligence predicting that smartphone connections in Asia Pacific would reach 3.1 billion by 2025, accounting for 80% of overall connections.

Furthermore, the region's e-commerce development is a big driver of CEM software usage. According to the United Nations Conference on Trade and Development (UNCTAD), Asia-Pacific accounted for almost 60% of global e-commerce sales in 2020 with China accounting for 52.1% of the total. This tremendous rise in online shopping demands sophisticated CEM systems for managing and improving customer experiences.

Global Customer Experience Management Software Market: Segmentation Analysis

The Global Customer Experience Management Software Market is segmented based on the Touchpoint, End-User Industry, Offering, Enterprise Size, and Geography.

Customer Experience Management Software Market, By Touchpoint

• Social Media
• Web
• Email
• Contact Canter

Based on Touchpoint, the Global Customer Experience Management Software Market is bifurcated into Social Media, Web, Email, and Contact Canter. In the global customer experience management (CEM) software market, the web touchpoint is dominant. This is due to the central role websites play in customer interactions and engagement. Web-based touchpoints offer a comprehensive platform for businesses to provide information, support, and personalized experiences to customers. Websites serve as a primary channel for transactions, customer service, and information dissemination making them crucial for managing the overall customer experience.

Customer Experience Management Software Market, By End-User Industry

• Healthcare
• Telecommunication & Information Technologies (IT)
• Hospitality
• Automotive
• Others

Based on the End-User Industry, the Global Customer Experience Management Software Market is bifurcated into Healthcare, Telecommunication & Information Technologies (IT), Hospitality, Automotive, and Others. In the global customer experience management (CEM) software market, the telecommunication & information technologies (IT) sector is dominant. This industry leads due to its intense focus on customer interaction and satisfaction driven by the need to manage complex customer relationships and provide personalized service across multiple touchpoints. The rapid growth of digital services and the increasing demand for seamless customer experiences in telecommunications and IT drive significant investment in CEM solutions.

Customer Experience Management Software Market, By Offering

• Solutions
• Services

Based on the Offering, the Global Customer Experience Management Software Market is bifurcated into Solutions and Services. In the global customer experience management (CEM) software market, Solutions are dominant over services. This dominance is primarily due to the increasing demand for comprehensive, integrated CEM solutions that provide a wide range of functionalities such as analytics, automation, and real-time customer insights. Solutions offer businesses the tools to effectively manage and enhance customer interactions across multiple channels delivering a seamless and personalized experience.

Customer Experience Management Software Market, By Enterprise Size

• Large Enterprise
• Small & Medium Enterprises (SMEs)

Based on the Enterprise Size, the Global Customer Experience Management Software Market is bifurcated into Large Enterprise and SMEs. In the global customer experience management (CEM) software market, large enterprises dominate due to their expansive customer bases and greater resources to invest in advanced technologies. These organizations prioritize CEM solutions to enhance customer satisfaction, brand loyalty, and competitive advantage. Large enterprises often operate across multiple regions and channels necessitating sophisticated CEM software to manage complex customer interactions and gather insights in real-time.

Customer Experience Management Software Market, By Geography

• North America
• Europe
• Asia Pacific
• Rest of the World

Based on Geography, the Global Customer Experience Management Software Market is classified into North America, Europe, Asia Pacific, and the Rest of the World. North America is the dominant region in the global customer experience management (CEM) software market primarily due to its advanced technological infrastructure and early adoption of digital solutions. The presence of key industry players such as Oracle, IBM, and Salesforce further strengthens the region's leadership. The growing demand for personalized experiences, particularly in sectors like retail, healthcare, and financial services has accelerated the adoption of customer experience management software in North America making it the leading market.

Key Players

The "Global Customer Experience Management Software Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are Adobe, IBM, Oracle, Avaya, Nice, Nokia, SAP, OpenText, Tech Mahindra, Verint Systems, Teradata, Sprinklr, Medallia, InMoment, SAS Institute, Clarabridge, and Sitecore.

Our market analysis also entails a section solely dedicated to such major players wherein our analysts provide an insight into the financial statements of all the major players, along with product benchmarking and SWOT analysis. The competitive landscape section also includes key development strategies, market share, and market ranking analysis of the above-mentioned players globally.

Global Customer Experience Management Software Market Key Developments

• In November 2023, Zendesk launched CRM and no-code technologies for customer service personnel. The tools contain object triggers for Zendesk's custom objects, which automate the task.
• In June 2023, Adobe introduced Adobe Product Analytics for enterprise customers to give a tailored experience across many touchpoints while also increasing operational efficiency.
• In March 2023, General Motors implemented the Adobe Experience Cloud enterprise solution to provide highly tailored marketing offerings and real-time client interaction experiences.

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET

• 1.1 Overview of the Market
• 1.2 Scope of Report
• 1.3 Assumptions

2 EXECUTIVE SUMMARY

3 RESEARCH METHODOLOGY OF VERIFIED MARKET RESEARCH

• 3.1 Data Mining
• 3.2 Validation
• 3.3 Primary Interviews
• 3.4 List of Data Sources

4 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET OUTLOOK

• 4.1 Overview
• 4.2 Market Dynamics
  • 4.2.1 Drivers
  • 4.2.2 Restraints
  • 4.2.3 Opportunities
• 4.3 Porters Five Force Model
• 4.4 Value Chain Analysis

5 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY TOUCHPOINT

• 5.1 Overview
• 5.2 Social Media
• 5.3 Web
• 5.4 Email
• 5.5 Contact Canter

6 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY END-USER INDUSTRY

• 6.1 Overview
• 6.2 Healthcare
• 6.3 Telecommunication & Information Technologies (IT)
• 6.4 Hospitality
• 6.5 Automotive
• 6.6 Others

7 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY OFFERING

• 7.1 Overview
• 7.2 Solutions
• 7.3 Services

8 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY ENTERPRISE SIZE

• 8.1 Overview
• 8.2 Large Enterprise
• 8.3 SMEs

9 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY GEOGRAPHY

• 9.1 Overview
• 9.2 North America
  • 9.2.1 U.S.
  • 9.2.2 Canada
  • 9.2.3 Mexico
• 9.3 Europe
  • 9.3.1 Germany
  • 9.3.2 U.K.
  • 9.3.3 France
  • 9.3.4 Rest of Europe
• 9.4 Asia Pacific
  • 9.4.1 China
  • 9.4.2 Japan
  • 9.4.3 India
  • 9.4.4 Rest of Asia Pacific
• 9.5 Rest of the World
  • 9.5.1 Latin America
  • 9.5.2 Middle East & Africa

10 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET COMPETITIVE LANDSCAPE

• 10.1 Overview
• 10.2 Company Market Ranking
• 10.3 Key Development Strategies

11 COMPANY PROFILES

• 11.1 Adobe
  • 11.1.1 Overview
  • 11.1.2 Financial Performance
  • 11.1.3 Product Outlook
  • 11.1.4 Key Developments
• 11.2 IBM
  • 11.2.1 Overview
  • 11.2.2 Financial Performance
  • 11.2.3 Product Outlook
  • 11.2.4 Key Developments
• 11.3 Oracle
  • 11.3.1 Overview
  • 11.3.2 Financial Performance
  • 11.3.3 Product Outlook
  • 11.3.4 Key Developments
• 11.4 Avaya
  • 11.4.1 Overview
  • 11.4.2 Financial Performance
  • 11.4.3 Product Outlook
  • 11.4.4 Key Developments
• 11.5 Nice
  • 11.5.1 Overview
  • 11.5.2 Financial Performance
  • 11.5.3 Product Outlook
  • 11.5.4 Key Developments
• 11.6 Nokia
  • 11.6.1 Overview
  • 11.6.2 Financial Performance
  • 11.6.3 Product Outlook
  • 11.6.4 Key Developments
• 11.7 SAP
  • 11.7.1 Overview
  • 11.7.2 Financial Performance
  • 11.7.3 Product Outlook
  • 11.7.4 Key Developments
• 11.8 OpenText
  • 11.8.1 Overview
  • 11.8.2 Financial Performance
  • 11.8.3 Product Outlook
  • 11.8.4 Key Developments
• 11.9 Tech Mahindra
  • 11.9.1 Overview
  • 11.9.2 Financial Performance
  • 11.9.3 Product Outlook
  • 11.9.4 Key Developments
• 11.10 Verint Systems
  • 11.10.1 Overview
  • 11.10.2 Financial Performance
  • 11.10.3 Product Outlook
  • 11.10.4 Key Developments

12 Appendix

• 12.1 Related Research