Global Customer Experience Management Market – Industry Trends and Forecast to 2026

  • ICT
  • Upcoming Report
  • Jul 2019
  • Global
  • 350 Pages
  • No of Tables: 220
  • No of Figures: 60

Global Customer Experience Management Market By Components (Solutions, Services), Touchpoint (Websites, Store, Call Centre, Mobile App, Social Media, Email, Virtual Assistance), Deployment (On Premises, Cloud), Vertical (IT and Telecom, BFSI, Retail, Healthcare, Automotive, Travel and Hospitality, Media and Entertainment, Public Sector, Others), Geography (North America, South America, Europe, Asia-Pacific and Middle East & Africa) – Industry Trends and Forecast to 2026 – Industry Trends and Forecast to 2026

Market Analysis: Global Customer Experience Management Market

Global customer experience management market is estimated to register a healthy CAGR of 30.4% in the forecast period of 2019-2026. This rise in market value can be attributed to the need of understanding of customers, increase in demand for customer experience management solutions and customer related scores which helps to strategize better customer engagement facility

Market Definition: Global Customer Experience Management Market

A routine followed in order to interact with customers to serve their expectations, refers to as customer experience management. Enhancement in support and loyalty has led to process elevation. Customer experience management has an important role in minimizing the cost of acquiring new customers. Various industries see customer experience management as a source of customer productivity. Customer experience market helps in decreasing the lead time and increases revenue by engaging customer in least time.

Market Drivers:

  • Need of understanding of customers has driven the market growth
  • Increase in demand for customer experience management solutions might act as a catalyst for the growth of the market
  • Customer related scores which helps to strategize better customer engagement facility would enhance the market growth
  • Increase in the growth of e-commerce and competition among them to meet consumer requirements which could boost the market

Market Restraints:

  • Collection of data from different touchpoints might hamper the market growth
  • Lack of awareness related to the technology can act as a restraint to the market
  • Huge investment in development of customer experience management system may hinder the growth of this market

Segmentation: Global Customer Experience Management Market

By Component

  • Solutions

    • Omni- Channel
    • Machine Learning
    • Analytics

  • Speech Analytics
  • Text Analytics
  • Web Analytics
  • Others

    • Work Force Optimization

  • Services

    • Professional Services

  • Consulting Services
  • Support and Maintenance Services
  • Training

    • Managed Services

By TouchPoint

  • Websites
  • Store
  • Call Centre
  • Mobile App
  • Social Media
  • Email
  • Virtual Assistance

By Deployment

  • On Premises
  • Cloud

By Vertical

  • IT and Telecom
  • BFSI
  • Retail
  • Healthcare
  • Automotive
  • Travel and Hospitality
  • Media and Entertainment
  • Public Sector
  • Others

By Geography

  • North America

    • U.S.
    • Canada
    • Mexico

  • South America

    • Brazil
    • Argentina
    • Rest of South America

  • Europe

    • Germany
    • France
    • United Kingdom
    • Italy
    • Spain
    • Russia
    • Turkey
    • Belgium
    • Netherlands
    • Rest of Europe

  • Asia-Pacific

    • Japan
    • China
    • South Korea
    • India
    • Australia
    • Singapore
    • Malaysia
    • Indonesia
    • Thailand
    • Philippines
    • Rest of Asia-Pacific

  • Middle East and Africa

    • South Africa
    • Egypt
    • Saudi Arabia
    • United Arab Emirates
    • Israel
    • Rest of Middle East and Africa

Key Developments in the Market:

  • In January 2019, Oracle released Oracle Retail Xstore Office Cloud Service Release 18.0, which is a web based application for administration corporate-based functions. The service helps in enhancing customer engagement and simultaneously improves operational efficiency for the retailers
  • In July 2018, UDKU (U Don’t Know Us), a customer experience consultancy was acquired by the KPMG Australia. The prime motive behind the acquisition was to ramp up KPMG marketing strategy. The acquisition of UDKU resulted in providing better customer experience

Competitive Analysis

Global customer experience management market is highly fragmented and the major players have used various strategies such as new product launches, expansions, agreements, joint ventures, partnerships, acquisitions, and others to increase their footprints in this market. The report includes market shares of customer experience management market for Global, Europe, North America, Asia Pacific, South America and Middle East and Africa.

Major Market Competitors/Players

Few of the major competitors currently working in the global customer experience management market are Adobe, Oracle, SAP SE, IBM Corporation, Avaya Inc., NICE Systems Ltd., Nokia, OpenText Corporation, Tech Mahindra Limited, SDL plc, MaritzCX reseach LLC,  Medallia, InMoment, Inc, SAS Institute Inc, Clarabridge, Sitecore,  Qualtrics, Verint, Zendesk, Broadcom and others.

Research Methodology: Global Customer Experience Management Market

Data collection and base year analysis is done using data collection modules with large sample sizes. The market data is analysed and forecasted using market statistical and coherent models. Also market share analysis and key trend analysis are the major success factors in the market report. To know more please request an analyst call or can drop down your enquiry.

The key research methodology used by DBMR research team is data triangulation which involves data mining, analysis of the impact of data variables on the market, and primary (industry expert) validation. Apart from this, other data models include Vendor Positioning Grid, Market Time Line Analysis, Market Overview and Guide, Company Positioning Grid, Company Market Share Analysis, Standards of Measurement, Top to Bottom Analysis and Vendor Share Analysis. To know more about the research methodology, drop in an inquiry to speak to our industry experts.

Key Insights in the report:

  • Complete and distinct analysis of the market drivers and restraints
  • Key market players involved in this industry
  • Detailed analysis of the market segmentation
  • Competitive analysis of the key players involved


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