Global Customer Experience Platforms Market – Industry Trends and Forecast to 2028

  • ICT
  • Upcoming Report
  • Jan 2021
  • Global
  • 350 Pages
  • No of Tables: 60
  • No of Figures: 220

Global Customer Experience Platforms Market, By Deployment (On-Premise and Cloud Deployment), Interaction Point (Stores, Websites, Email, Call Centre, Mobile Apps and Social Media), Platforms (Windows, iOS and Android), Vertical (IT & Telecommunication, BFSI, Healthcare, Consumer Goods & Retail, Hospitality, Transportation & Logistics, Media & Entertainment and Government), Enterprise Size (Small Enterprises, Medium Enterprises and Large Enterprises), Country (U.S., Canada, Mexico, Brazil, Argentina, Rest of South America, Germany, Italy, U.K., France, Spain, Netherlands, Belgium, Switzerland, Turkey, Russia, Rest of Europe, Japan, China, India, South Korea, Australia, Singapore, Malaysia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific, Saudi Arabia, U.A.E, South Africa, Egypt, Israel, Rest of Middle East and Africa) Industry Trends and Forecast to 2028.

Customer Experience Platforms Market Customer Experience Platforms Market Analysis and Insights

Customer experience platforms market will reach at an estimated value of 43.70 billion and grow at a CAGR of 12.70% in the forecast period of 2021 to 2028. Increase in levels of adoption due to the enhancement of customer satisfaction and concerns related to the usage experience are an essential factor driving the customer experience platforms market.

Customer experience platforms are the type of software systems which are used for receiving feedback and interacting with the customers of the numerous enterprises. These software platforms collect the data from the surveys and complaints posted by the customers of these enterprises and create a database for the usage and improvements that the enterprises can conduct in them so that their customer base increases and also improves their service and product offerings. These platforms also include a set of fixed feedbacks that they can provide the customers with to resolve their issues or improve the overall customer experience and satisfaction.

Rising need for better understanding customers increasing the demand for CEM solutions is a crucial factor accelerating the market growth, also increasing customer-related scores helping organizations to plan better customer engagement strategy, CEM solutions help in reducing customer churn rates, which in turn increases the product demand and rising customer engagement through omnichannel are the major factors among others boosting the customer experience platforms market. Moreover, increasing need for insights to predict customer intents, rising research and development activities in the market and rising information extracted from CEM solutions can be used to make optimal CX strategy which will further create new opportunities for customer experience platforms market in the forecast period mentioned above.

However, lack of patience and knowledge demonstrated by the executives employed in customer experience platforms and limited real-time responses or feedbacks prescribed in these platforms are the major factor among others restraining the market growth, while increasing difficulties in getting consistent CX feedback through all channels, rising difficulty in synchronizing CX data collected from different touchpoints within different domains and rising data security and privacy issues will further challenge the customer experience platforms market in the forecast period mentioned above.

This customer experience platforms market report provides details of new recent developments, trade regulations, import export analysis, production analysis, value chain optimization, market share, impact of domestic and localised market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, strategic market growth analysis, market size, category market growths, application niches and dominance, product approvals, product launches, geographic expansions, technological innovations in the market. To gain more info on customer experience platforms market contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.

Customer Experience Platforms Market Scope and Market Size

Customer experience platforms market is segmented on the basis of deployment, interaction point, platforms, vertical and enterprise size. The growth among segments helps you analyse niche pockets of growth and strategies to approach the market and determine your core application areas and the difference in your target markets.

  • On the basis of deployment, customer experience platforms market is segmented into on-premise and cloud deployment.
  • Based on interaction point, customer experience platforms market is segmented into stores, websites, email, call centre, mobile apps and social media.
  • Based on platforms, the customer experience platforms market is segmented into windows, iOS and android.
  • Based on vertical, the customer experience platforms market is segmented into IT & telecommunication, BFSI, healthcare, consumer goods & retail, hospitality, transportation & logistics, media & entertainment and government.
  • The customer experience platforms market is also segmented on the basis of enterprise size into small enterprises, medium enterprises and large enterprises.

Customer Experience Platforms Market Scope Country Level Analysis

Customer experience platforms market is analysed and market size, volume information is provided by country, deployment, interaction point, platforms, vertical and enterprise size as referenced above.

The countries covered in the customer experience platforms market report are U.S., Canada and Mexico in North America, Brazil, Argentina and Rest of South America as part of South America, Germany, Italy, U.K., France, Spain, Netherlands, Belgium, Switzerland, Turkey, Russia, Rest of Europe in Europe, Japan, China, India, South Korea, Australia, Singapore, Malaysia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific (APAC) in the Asia-Pacific (APAC), Saudi Arabia, U.A.E, South Africa, Egypt, Israel, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA).

North America dominates the customer experience platforms market due to rising digital transformation across various industry verticals, including retail, telecom, and banking and increasing investments and allocating budgets for marketing and digital channels among the enterprises in this region. Asia-Pacific is the expected region in terms of growth in customer experience platforms market due to rising adoption of IoT-based devices and sensors as well as AI-driven predictive and advanced analytics tools to offer personalized services to both B2B and B2C consumer in this region.

The country section of the customer experience platforms market report also provides individual market impacting factors and changes in regulation in the market domestically that impacts the current and future trends of the market. Data points like down-stream and upstream value chain analysis, technical trends and porter's five forces analysis, case studies are some of the pointers used to forecast the market scenario for individual countries. Also, the presence and availability of global brands and their challenges faced due to large or scarce competition from local and domestic brands, impact of domestic tariffs and trade routes are considered while providing forecast analysis of the country data.

Competitive Landscape and Customer Experience Platforms Market Share Analysis

Customer experience platforms market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, regional presence, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies’ focus related to customer experience platforms market.

The major players covered in customer experience platforms market report are Avaya Inc., IBM Corporation, Huawei Technologies Co. Ltd., Qualtrics, Zendesk, Oracle, OpenText Corp, SAS Institute Inc., Adobe, Cisco, Zoho Corporation Pvt. Ltd., Tech Mahindra Limited, Software AG, Tata Consultancy Services Limited, Google Forms, and SurveyMonkey. among other domestic and global players. Market share data is available for global, North America, Europe, Asia-Pacific (APAC), Middle East and Africa (MEA) and South America separately. DBMR analysts understand competitive strengths and provide competitive analysis for each competitor separately.

Customization Available : Global Customer Experience Platforms Market

Data Bridge Market Research is a leader in consulting and advanced formative research. We take pride in servicing our existing and new customers with data and analysis that match and suits their goal. The report can be customised to include production cost analysis, trade route analysis, price trend analysis of target brands understanding the market for additional countries (ask for the list of countries), import export and grey area results data, literature review, consumer analysis and product base analysis. Market analysis of target competitors can be analysed from technology-based analysis to market portfolio strategies. We can add as many competitors that you require data about in the format and data style you are looking for. Our team of analysts can also provide you data in crude raw excel files pivot tables (Factbook) or can assist you in creating presentations from the data sets available in the report.


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