Global Customer Experience Management Market (2021 to 2026)

Dublin, April 06, 2022 (GLOBE NEWSWIRE) — The “Customer Experience Management Market with COVID-19 Impact, By Component (Solutions, Services), Touchpoint, Deployment Type, Organization Size, Vertical (Travel & Hospitality, BFSI, Retail , healthcare, IT and telecommunications) and region – Global forecasts for 2026″ report has been added to from offer.

The global customer experience management market size will grow from USD 9.5 billion in 2021 to USD 16.9 billion by 2026, at a compound annual growth rate (CAGR) of 12.3% during of the forecast period.

Major market driving factors include the growing need to improve customer engagement and reduce customer churn rates, the need to better understand customers, and the use of customer-related scores to plan better marketing strategy. customer engagement.

Services to register higher growth rate during the forecast period

In the customer experience management market by component, services are expected to register a higher growth rate during the forecast period. The overall services segment has a major influence on the growth of the customer experience management market. These services help end users reduce overall costs, increase overall revenue, and improve business performance. With the help of these services, organizations can track, assess and analyze their business requirements to make more informed decisions.

Large companies are expected to hold a larger market share during the forecast period

According to the size of the organization, large companies are expected to hold the largest market size. Large companies are deploying CEM solutions to improve their CE and satisfaction. Large enterprises encompass distributed data related to customers scattered across different departments and hence opt for cloud-based CEM solutions to gain valuable insights from this data. Adopting CEM solutions helps large enterprises improve customer interaction and loyalty. Large companies want to invest in new and latest technologies such as artificial intelligence (AI), big data and machine learning to automate the customer engagement process.

Cloud deployment is expected to experience higher growth rate during the forecast period

By mode of deployment, cloud is expected to have a higher growth rate. Cloud-based CE solutions are preferred over traditional systems as they are efficient and compatible to meet the increasing level of customer expectations. Besides reducing the costs associated with upgrading and updating CE solutions, cloud deployments also help organizations integrate technologies to deliver better CE to their customers.

APAC will have a higher growth rate during the forecast period

By region, APAC is expected to grow at the highest CAGR over the forecast period. The region’s huge population has led to a large pool of subscribers for businesses. Growing internet penetration and online consumption per user has led organizations to improve their offerings in the customer experience management market through digital touchpoints such as social media, websites, emails, virtual assistants and call centers.

Main topics covered:

1. Introduction

2 Research methodology

3 Executive summary

4 premium previews
4.1 Attractive Opportunities in Customer Experience Management Market
4.2 Market, by component
4.3 Market, by service
4.4 Market, by professional service
4.5 Market, by vertical
4.6 Market, by mode of deployment
4.7 Customer Experience Management Market, by Region
4.8 Asia-Pacific: Market, by Component and Country
4.9 Market, by country

5 Market Overview and Industry Trends
5.1 Presentation
5.2 Market Dynamics
5.2.1 Drivers Increased need to establish learning behavior with clients Increasing Customer Responsiveness and Satisfaction Would Increase Revenue Customer loyalty and increased retention is the need of the hour Coordination between all customer contact channels and Cem managers would be established Customer lifetime value can be calculated Need to Better Understand Customers Increasing Demand for Cem Solutions Generated customer-related scores for organizations to plan a better customer engagement strategy Cem solutions reduce customer churn rates Cem Solutions maintains customer engagement through omnichannel
5.2.2 Constraints Lack of innovation Use of incomplete data when calculating the Ce matrix Complexity of data synchronization
5.2.3 Opportunities Collection of all information on a single platform Need for information to predict customer intentions Information extracted from Cem solutions can be used to build an optimal CE strategy
5.2.4 Challenges Difficulty securing This King Concerns about privacy and data security issues Difficulty getting consistent feedback across all channels Difficulty in synchronizing Ce data collected from different touchpoints in different domains
5.3 Industry trends
5.4 COVID-19 Pandemic-Induced Market Dynamics and Factor Analysis
5.4.1 Overview
5.4.2 Drivers and opportunities
5.4.3 Constraints and challenges
5.4.4 Cumulative Growth Analysis

6 Customer Experience Management Market, By Component
6.1 Presentation
6.2 Workarounds
6.2.1 Solutions: market drivers
6.2.2 Solutions: impact of COVID-19 on the market
6.2.3 Omnichannel
6.2.4 Automatic learning
6.2.5 Analytics
6.2.6 Workforce Optimization
6.3 Services
6.3.1 Services: market drivers
6.3.2 Services: impact of COVID-19 on the market
6.3.3 Professional Services Deployment and integration Support and maintenance Advice and training
6.3.4 Managed Services

7 Customer Experience Management Market, By Touchpoint
7.1 Presentation
7.2 Websites
7.3 Stores
7.4 Call centers
7.5 Mobile apps
7.6 Social Media
7.7 Emails
7.8 Virtual Assistants
7.9 Other points of contact

8 Customer Experience Management Market, By Type of Deployment
8.1 Presentation
8.2 On-site
8.2.1 On-site: market drivers
8.2.2 On-site: impact of COVID-19 on the market
8.3 Cloud
8.3.1 Cloud: Market Drivers
8.3.2 Cloud: impact of COVID-19 on the market

9 Customer Experience Management Market, By Organization Size
9.1 Presentation
9.2 Large companies
9.2.1 Large enterprises: market drivers
9.2.2 Large enterprises: impact of COVID-19 on the market
9.3 Small and medium enterprises
9.3.1 Small and Medium Enterprises: Market Drivers
9.3.2 Small and medium enterprises: impact of COVID-19 on the market

10 Customer Experience Management Market, By Vertical
10.1 Presentation
10.2 IT and Telecom
10.2.1 IT and Telecommunications: Market Drivers
10.2.2 IT and telecom: impact of COVID-19
10.3 Bfsi
10.3.1 Bfsi: market drivers
10.3.2 Bfsi: Impact of COVID-19
10.4 Retail
10.4.1 Retail: Market Drivers
10.4.2 Retail: impact of COVID-19
10.5 Healthcare
10.5.1 Healthcare: Market Drivers
10.5.2 Healthcare: impact of COVID-19
10.6 Automotive
10.6.1 Automotive: Market Drivers
10.6.2 Automotive: Impact of COVID-19
10.7 Travel and Hospitality
10.7.1 Travel and Hospitality: Market Drivers
10.7.2 Travel and hospitality: impact of COVID-19
10.8 Media and entertainment
10.8.1 Media and Entertainment: Market Drivers
10.8.2 Media and entertainment: impact of COVID-19
10.9 Public sector
10.9.1 Public Sector: Market Drivers
10.9.2 Public sector: impact of COVID-19
10.10 Other Vertical Markets

11 Customer Experience Management Market, by Region

12 Competitive landscape
12.1 Overview
12.2 Market Assessment Framework
12.3 Key Market Developments
12.3.1 Product Launches
12.3.2 Offers
12.4 Top Players Market Share Analysis
12.5 Historical Revenue Analysis
12.6 Enterprise Assessment Matrix Overview
12.7 Enterprise Assessment Matrix Methodology and Definitions
12.7.1 Stars
12.7.2 Emerging Leaders
12.7.3 Ubiquitous Players
12.7.4 Participants
12.8 Company Product Footprint Analysis
12.9 Company Market Ranking Analysis
12.10 Startup/SME Assessment Matrix Methodology and Definitions
12.10.1 Progressive companies
12.10.2 Sensitive businesses
12.10.3 Dynamic companies
12.10.4 Starting Blocks

13 company profiles
13.1 Key Players
13.1.1 Oracle
13.1.2 Adobe
13.1.3 Sap
13.1.4 IBM
13.1.5 Avail
13.1.6 Open Text
13.1.7 Nice
13.1.8 SAS Institute
13.1.9 Verint Systems
13.1.10 Teradata
13.1.11 Tech Mahindra
13.1.12 Nokia
13.1.13 Timing
13.1.14 Zendesk
13.1.15 Sitecore
13.1.16 Watering
13.1.17 Medals
13.2 Startup/SME Actors
13.2.1 Mixer panel
13.2.2 Ngdata
13.2.3 Algonomy
13.2.4 Zephyrtel
13.2.5 Intensity
13.2.6 Clarabridge
13.2.7 Mind touch
13.2.8 Sogo survey
13.2.9 Segment.Io

14 Appendix

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