Customer Experience Management Market Share Report, Size and Forecast-2028
[Research Report] The customer experience management market is anticipated to grow from US$ 11,555.18 Million in 2022 to US$ 29,780.95 Million by 2028; it is projected to grow at a CAGR of 17.1% from 2022 to 2028.
Market Analyst Perspective:
Customers are increasingly preferring personalized and meaningful experiences from both physical and digital channels. Customer experience management market solutions are thus witnessing rising demand for hyper-personalization from the end-user industry verticals. It uses real-time buyer data, predictive analytics, artificial intelligence (AI), machine learning (ML), and automation to predict and decide the next best action to put in front of a customer. The customers are approached as individuals instead of segments, and multiple touchpoints are integrated to ensure that the customer gets a unique and tailored shopping experience. Through hyper-personalization, companies can send substantially contextualized communications to certain customers at the right time and place and through the right channel. Adopting a data, analytics, and AI-powered hyper-personalized marketing strategy allows the company to gain better insights and capabilities and adapt to the customers’ changing realities in real time, which is what today’s customers expect. As digital marketing evolves and becomes more competitive, hyper-personalized marketing is expected to provide organizations with the opportunity to engage with customers deeply, strengthen existing relationships, foster new ones, and improve the overall experience.
Additionally, customers prefer to move seamlessly through both physical and digital channels. They've quickly adapted to quick response (QR) codes in restaurants and retail stores, signifying their growing understanding of the physical-digital or ‘phygital’ experiences. These experiences are expected to stay, and thus, organizations are expected to make such experiences more immersive and consistent, regardless of the channel being utilized. As part of this trend, organizations are anticipated to employ augmented reality (AR) and virtual reality (VR) technologies to offer ‘try-before-you-buy’ experiences, thus strongly embracing virtual worlds. For instance, JP Morgan's virtual Onyx lounge grants the bank to run its services in the metaverse. Similarly, Fender's Stratoverse allows visitors to explore a guitar-shaped island and enjoy a scavenger hunt.
Market Overview:
Solutions and services offered by customer experience management market players are often considered technologies that focus on customer engagement, satisfaction, and experience. It aims to work towards customer interactions to meet or exceed their expectations, increase customer satisfaction, and improve loyalty and advocacy. It is an approach to building relationships with customers and goes beyond marketing. It aims to achieve a digital transformation that positions customers at the center of the business.
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Customize Research To Suit Your Requirement
We can optimize and tailor the analysis and scope which is unmet through our standard offerings. This flexibility will help you gain the exact information needed for your business planning and decision making.
Published Report - Customer Experience Market: Strategic Insights
Naveen
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Naveen will walk you through a 15-minute call to present the report’s content and answer all queries if you have any.
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Market Driver:
Rising Adoption of e-Commerce to Drive Growth of the Customer Experience Management Market.
E-commerce or electronic commerce is the trade of goods or services on the Internet. It encompasses a wide variety of data and solutions for online buyers and sellers. Businesses having an online presence generally utilize an online store and/or platform to conduct e-commerce marketing and sales activities and to oversee logistics and fulfillment. Retail e-commerce sales globally is anticipated to witness steady growth over the next decade, maintaining an increase of more than 10% annually. Essential articles, including food and beverage and health and personal care, are a strong driver of e-commerce in developed nations. Penetration of smartphones and low internet is a strong driver of e-commerce in developing nations. E-commerce gains are also driven by budget-conscious consumers leveraging the Internet to compare product prices and avail deals. With customers availing of e-commerce, e-commerce players are strongly relying on customer experience management solutions and services to improve their app and website experiences and also retain customers. The majority of consumers leave their shopping carts because of bad customer experience and switch to a different e-commerce site that matches their expectations. Additionally, after facing a bad customer experience, customers often stop transacting with the e-commerce company. The bad experiences may include customer care services, errors in transactions, irrelevant search results, shipping policies, and web navigation. Hence, excellent customer experience has become a prerequisite for success and is not limited to a business goal. With rising e-commerce transactions, e-commerce companies are strongly availing of customer experience management solutions and services. Such applications are driving the customer experience management market globally.
Segmental Analysis:
The customer experience management market is segmented on the basis of component, deployment, organization size, touchpoint, and industry vertical. Based on components, the market is bifurcated into solutions and services. Solution was the leading segment in 2022, but the service segment is anticipated to grow at a faster rate during the forecast period. By deployment, the market is divided into on-premise and cloud. The on-premise segment held a larger market share in 2022, but the cloud segment is anticipated to grow at a faster rate during the forecast period. By organization size, the market is bifurcated into SMEs and large enterprises. On the basis of touchpoints, the market is segmented into call centers, websites, mobile applications, email, social media, and others. By industry vertical, the market is segmented into IT & telecom, BFSI, energy & utilities, government, retail, manufacturing, and others. By geography, the market is segmented into North America, Europe, Asia Pacific (APAC), Middle East & and Africa (MEA), and South America (SAM).
The large enterprises segment acquired the largest market share in 2022 and is expected to continue its domination throughout the forecast period. However, the SMEs segment is anticipated to witness a faster growth rate, buoyed by the rising affordability of customer experience management solutions and growing awareness of the advantages of such solutions. Additionally, the primary marketing strategies of most SMEs are tailored around social media, and also SMEs from several verticals are relying strongly on e-commerce. Thus, since a majority of their business is strongly reliant on digital media, SMEs are increasing their focus on improving their brand image through customer experience management solutions and services. Hence, the segment is anticipated to record a faster CAGR while contributing to the customer experience management market growth.
Regional Analysis:
North America holds a substantial share of the customer experience management market. It is one of the most technologically advanced regions in the world, supported by factors such as early adoption of technologies, government investment in new advancements, and strong economic growth. The region has a high penetration of advanced technologies, a large number of tech start-ups, and a higher acceptance of customer experience management. Additionally, the region is a pioneer in research and development of such advanced technologies. Furthermore, the US and Canada have been witnessing a significant rise in the number of users of solutions offered by customer experience management market players. The region also is a pioneer in social media marketing. Several social media sites have started in this region. Sites such as Instagram, Facebook, and X (earlier Twitter) have a significant number of users from this region. Hence, any derogatory post regarding a brand on social media can spread fast and significantly hamper the image of the brand. Hence, there is a significant demand for solutions and services offered by customer experience management market players in the region.
Key Player Analysis:
The customer experience management market players include Adobe Inc., Freshworks Inc., IBM Corporation, Microsoft Corporation, NICE Ltd, OpenText Corporation, Oracle Corporation, SAP SE, and Zendesk Inc. The market is moderately fragmented, with several small solution providers from the North American region entering the market after receiving private funding. Various other market players are introducing new product offerings to contribute to the proliferation of the market size. Numerous other important market players were also analyzed during this market research to get a holistic view of the global market and its ecosystem. The leading market players focus on feature upgrades, collaboration, expansion and diversification, and acquisition strategies, which enable them to grab new business opportunities.
Customer Experience Management Market Report Scope
Recent Developments:
Companies in the customer experience management market adopt several inorganic and organic strategies, such as product innovation and partnership. Adobe Inc., IBM Corporation, Microsoft Corporation, NICE Ltd, and Oracle Corporation are key market players. With the strong growth in demand for customer experience management, numerous companies have established partnerships to expand their offerings. A few recent key customer experience management market developments are listed below:
- September 2023 – Genesys announced a strategic collaboration with Salesforce and introduced a unified AI-powered customer experience and relationship management solution that integrated Genesys Cloud CX and Salesforce Service Cloud. The new solution was aimed at making agent and supervisor jobs more seamless by bringing enterprise contact center and workforce engagement management (WEM) capabilities to Salesforce Service Cloud from Genesys Cloud CX.
- May 2023 – Sprinklr, a leading customer experience management company, launched Sprinklr AI+, an artificial intelligence (AI) tool to gather insights from unstructured customer experience data. The tool can combine unstructured customer experience data from over 30 digital channels, including social media, news, blog and review sites, and messaging platforms, with generative AI to create content, improve feedback, enhance assistance, and identify insights.
Report Coverage
Revenue forecast, Company Analysis, Industry landscape, Growth factors, and Trends
Segment Covered
This text is related
to segments covered.
Regional Scope
North America, Europe, Asia Pacific, Middle East & Africa, South & Central America
Country Scope
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to country scope.
Frequently Asked Questions
Growing adoption of artificial intelligence and growing e-commerce industries globally are few of the reasons for customer experience management market growth.
The major companies in customer experience management includes Adobe; IBM Corporation; Oracle Corporation; SAP SE; and Salesforce.com, inc.
In 2021, North America led the market with a substantial revenue share, followed by Europe and Asia Pacific.
The IT and telecom segment led the customer experience management market globally with a market share of 25.5% in the year 2021.
The customer experience management market by component was led by solution segment which held the major market share in year 2021.
1. Introduction
1.1 Study Scope
1.2 The Insight Partners Research Report Guidance
1.3 Market Segmentation
1.3.1 Global Customer Experience Management Market – By Component
1.3.2 Global Customer Experience Management Market – By Deployment Mode
1.3.3 Global Customer Experience Management Market – By Organization Size
1.3.4 Global Customer Experience Management Market – By Touchpoint
1.3.5 Global Customer Experience Management Market – By Industry Vertical
1.3.6 Global Customer Experience Management Market – By Geography
2. Key Takeaways
3. Research Methodology
3.1 Coverage
3.2 Secondary Research
3.3 Primary Research
4. Customer Experience Management - Market Landscape
4.1 Market Overview
4.2 PEST Analysis
4.2.1 North America
4.2.2 Europe
4.2.3 APAC
4.2.4 MEA
4.2.5 SAM
4.3 Ecosystem Analysis
4.4 Expert Opinions
5. Customer Experience Management Market – Market Dynamics
5.1 Key Market Drivers
5.1.1 Growing Adoption of Artificial Intelligence
5.1.2 Growing E-Commerce Industries Globally
5.2 Key Market Restraints
5.2.1 Concerns Regarding Data Breaching and Security
5.3 Key Market Opportunities
5.3.1 Innovation in Omni Channel Shopping
5.4 Future Trends
5.4.1 Incorporation of New Business Models
5.5 Impact Analysis of Drivers and Restraints
6. Customer Experience Management Market – Global Market Analysis
6.1 Overview
6.2 Global Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
6.3 Market Positioning - Top Five Players
7. Customer Experience Management Market Analysis – By Component
7.1 Overview
7.2 Customer Experience Management Market Breakdown, by Component, 2021 & 2028
7.3 Solution
7.3.1 Overview
7.3.2 Solution Market Revenue and Forecast to 2028 (US$ Million)
7.4 Service
7.4.1 Overview
7.4.2 Service Market Revenue and Forecast to 2028 (US$ Million)
8. Customer Experience Management Market Analysis – By Deployment Mode
8.1 Overview
8.2 Customer Experience Management Market Breakdown, by Deployment Mode, 2021 & 2028
8.3 On Premise
8.3.1 Overview
8.3.2 On Premise Market Revenue and Forecast to 2028 (US$ Million)
8.4 Cloud based
8.4.1 Overview
8.4.2 Cloud based Market Revenue and Forecast to 2028 (US$ Million)
9. Customer Experience Management Market Analysis – By Organization Size
9.1 Overview
9.2 Customer Experience Management Market Breakdown, by Organization Size, 2021 & 2028
9.3 Small and Medium Enterprises
9.3.1 Overview
9.3.2 Small and Medium Enterprises Market Revenue and Forecast to 2028 (US$ Million)
9.4 Large Enterprises
9.4.1 Overview
9.4.2 Large Enterprises Market Revenue and Forecast to 2028 (US$ Million)
10. Customer Experience Management Market Analysis – By Touchpoint
10.1 Overview
10.2 Customer Experience Management Market Breakdown, By Touchpoint, 2021 & 2028
10.3 Call Center
10.3.1 Overview
10.3.2 Call Center Market Revenue and Forecast to 2028 (US$ Million)
10.4 Website
10.4.1 Overview
10.4.2 Website Market Revenue and Forecast to 2028 (US$ Million)
10.5 Mobile application
10.5.1 Overview
10.5.2 Mobile application Market Revenue and Forecast to 2028 (US$ Million)
10.6 Email
10.6.1 Overview
10.6.2 Email Market Revenue and Forecast to 2028 (US$ Million)
10.7 Social Media
10.7.1 Overview
10.7.2 Social Media Market Revenue and Forecast to 2028 (US$ Million)
10.8 Others
10.8.1 Overview
10.8.2 Others Market Revenue and Forecast to 2028 (US$ Million)
11. Customer Experience Management Market Analysis – By Industry Vertical
11.1 Overview
11.2 Customer Experience Management Market Breakdown, By Industry Vertical, 2021 & 2028
11.3 IT and Telecom
11.3.1 Overview
11.3.2 IT and Telecom Market Revenue and Forecast to 2028 (US$ Million)
11.4 BFSI
11.4.1 Overview
11.4.2 BFSI Market Revenue and Forecast to 2028 (US$ Million)
11.5 Retail
11.5.1 Overview
11.5.2 Retail Market Revenue and Forecast to 2028 (US$ Million)
11.6 Energy and Utilities
11.6.1 Overview
11.6.2 Energy and Utilities Market Revenue and Forecast to 2028 (US$ Million)
11.7 Government
11.7.1 Overview
11.7.2 Government Market Revenue and Forecast to 2028 (US$ Million)
11.8 Manufacturing
11.8.1 Overview
11.8.2 Manufacturing Market Revenue and Forecast to 2028 (US$ Million)
11.9 Others
11.9.1 Overview
11.9.2 Others Market Revenue and Forecast to 2028 (US$ Million)
12. Customer Experience Management Market – Geographic Analysis
12.1 Overview
12.2 North America: Customer Experience Management Market
12.2.1 Overview
12.2.2 North America: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.2.3 North America: Customer Experience Management Market Revenue and Forecast, by Component
12.2.4 North America: Customer Experience Management Market Revenue and Forecast, by Deployment Mode
12.2.5 North America: Customer Experience Management Market Revenue and Forecast, by Organization Size
12.2.6 North America: Customer Experience Management Market Revenue and Forecast, by Touchpoint
12.2.7 North America: Customer Experience Management Market, by Industry Vertical
12.2.8 North America: Customer Experience Management Market Revenue and Forecast, by Country (2021 and 2028)
12.2.8.1 US: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.2.8.1.1 US Customer Experience Management Market Breakdown, By Component
12.2.8.1.2 US Customer Experience Management Market Breakdown, By Deployment Mode
12.2.8.1.3 US Customer Experience Management Market Breakdown, By Organization Size
12.2.8.1.4 US Customer Experience Management Market Breakdown, By Touchpoint
12.2.8.1.5 US Customer Experience Management Market Breakdown, By Industry Vertical
12.2.8.2 Canada: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.2.8.2.1 Canada Customer Experience Management Market Breakdown, By Component
12.2.8.2.2 Canada Customer Experience Management Market Breakdown, By Deployment Mode
12.2.8.2.3 Canada Customer Experience Management Market Breakdown, By Organization Size
12.2.8.2.4 Canada Customer Experience Management Market Breakdown, By Touchpoint
12.2.8.2.5 Canada Customer Experience Management Market Breakdown, By Industry Vertical
12.2.8.3 Mexico: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.2.8.3.1 Mexico Customer Experience Management Market Breakdown, By Component
12.2.8.3.2 Mexico Customer Experience Management Market Breakdown, By Deployment Mode
12.2.8.3.3 Mexico Customer Experience Management Market Breakdown, By Organization Size
12.2.8.3.4 Mexico Customer Experience Management Market Breakdown, By Touchpoint
12.2.8.3.5 Mexico Customer Experience Management Market Breakdown, By Industry Vertical
12.3 Europe: Customer Experience Management Market
12.3.1 Overview
12.3.2 Europe Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
12.3.3 Europe: Customer Experience Management Market Revenue and Forecast, by Component
12.3.4 Europe: Customer Experience Management Market Revenue and Forecast, by Deployment Mode
12.3.5 Europe: Customer Experience Management Market Revenue and Forecast, by Organization Size
12.3.6 Europe: Customer Experience Management Market Revenue and Forecast, by Touchpoint
12.3.7 Europe: Customer Experience Management Market, by Industry Vertical
12.3.8 Europe Customer Experience Management Market Breakdown, By Key Country
12.3.8.1 Germany Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
12.3.8.1.1 Germany Customer Experience Management Market Breakdown, By Component
12.3.8.1.2 Germany Customer Experience Management Market Breakdown, By Deployment Mode
12.3.8.1.3 Germany Customer Experience Management Market Breakdown, By Organization Size
12.3.8.1.4 Germany Customer Experience Management Market Breakdown, By Touchpoint
12.3.8.1.5 Germany Customer Experience Management Market Breakdown, By Industry Vertical
12.3.8.2 France Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
12.3.8.2.1 France Customer Experience Management Market Breakdown, By Component
12.3.8.2.2 France Customer Experience Management Market Breakdown, By Deployment Mode
12.3.8.2.3 France Customer Experience Management Market Breakdown, By Organization Size
12.3.8.2.4 France Customer Experience Management Market Breakdown, By Touchpoint
12.3.8.2.5 France Customer Experience Management Market Breakdown, By Industry Vertical
12.3.8.3 Italy Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
12.3.8.3.1 Italy Customer Experience Management Market Breakdown, By Component
12.3.8.3.2 Italy Customer Experience Management Market Breakdown, By Deployment Mode
12.3.8.3.3 Italy Customer Experience Management Market Breakdown, By Organization Size
12.3.8.3.4 Italy Customer Experience Management Market Breakdown, By Touchpoint
12.3.8.3.5 Italy Customer Experience Management Market Breakdown, By Industry Vertical
12.3.8.4 UK Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
12.3.8.4.1 UK Customer Experience Management Market Breakdown, By Component
12.3.8.4.2 UK Customer Experience Management Market Breakdown, By Deployment Mode
12.3.8.4.3 UK Customer Experience Management Market Breakdown, By Organization Size
12.3.8.4.4 UK Customer Experience Management Market Breakdown, By Touchpoint
12.3.8.4.5 UK Customer Experience Management Market Breakdown, By Industry Vertical
12.3.8.5 Russia Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
12.3.8.5.1 Russia Customer Experience Management Market Breakdown, By Component
12.3.8.5.2 Russia Customer Experience Management Market Breakdown, By Deployment Mode
12.3.8.5.3 Russia Customer Experience Management Market Breakdown, By Organization Size
12.3.8.5.4 Russia Customer Experience Management Market Breakdown, By Touchpoint
12.3.8.5.5 Russia Customer Experience Management Market Breakdown, By Industry Vertical
12.3.8.6 Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
12.3.8.6.1 Rest of Europe Customer Experience Management Market Breakdown, By Component
12.3.8.6.2 Rest of Europe Customer Experience Management Market Breakdown, By Deployment Mode
12.3.8.6.3 Rest of Europe Customer Experience Management Market Breakdown, By Organization Size
12.3.8.6.4 Rest of Europe Customer Experience Management Market Breakdown, By Touchpoint
12.3.8.6.5 Rest of Europe Customer Experience Management Market Breakdown, By Industry Vertical
12.4 APAC: Customer Experience Management Market
12.4.1 Overview
12.4.2 APAC: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.4.3 APAC: Customer Experience Management Market Revenue and Forecast, by Component
12.4.4 APAC: Customer Experience Management Market Revenue and Forecast, by Deployment Mode
12.4.5 APAC: Customer Experience Management Market Revenue and Forecast, by Organization Size
12.4.6 APAC: Customer Experience Management Market Revenue and Forecast, by Touchpoint
12.4.7 APAC: Customer Experience Management Market, by Industry Vertical
12.4.8 APAC: Customer Experience Management Market, by Key Country
12.4.8.1 Australia: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.4.8.1.1 Australia Customer Experience Management Market Breakdown, By Component
12.4.8.1.2 Australia Customer Experience Management Market Breakdown, By Deployment Mode
12.4.8.1.3 Australia Customer Experience Management Market Breakdown, By Organization Size
12.4.8.1.4 Australia Customer Experience Management Market Breakdown, By Touchpoint
12.4.8.1.5 Australia Customer Experience Management Market Breakdown, By Industry Vertical
12.4.8.2 China: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.4.8.2.1 China Customer Experience Management Market Breakdown, By Component
12.4.8.2.2 China Customer Experience Management Market Breakdown, By Deployment Mode
12.4.8.2.3 China Customer Experience Management Market Breakdown, By Organization Size
12.4.8.2.4 China Customer Experience Management Market Breakdown, By Touchpoint
12.4.8.2.5 China Customer Experience Management Market Breakdown, By Industry Vertical
12.4.8.3 India: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.4.8.3.1 India Customer Experience Management Market Breakdown, By Component
12.4.8.3.2 India Customer Experience Management Market Breakdown, By Deployment Mode
12.4.8.3.3 India Customer Experience Management Market Breakdown, By Organization Size
12.4.8.3.4 India Customer Experience Management Market Breakdown, By Touchpoint
12.4.8.3.5 India Customer Experience Management Market Breakdown, By Industry Vertical
12.4.8.4 Japan: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.4.8.4.1 Japan Customer Experience Management Market Breakdown, By Component
12.4.8.4.2 Japan Customer Experience Management Market Breakdown, By Deployment Mode
12.4.8.4.3 Japan Customer Experience Management Market Breakdown, By Organization Size
12.4.8.4.4 Japan Customer Experience Management Market Breakdown, By Touchpoint
12.4.8.4.5 Japan Customer Experience Management Market Breakdown, By Industry Vertical
12.4.8.5 South Korea: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.4.8.5.1 South Korea Customer Experience Management Market Breakdown, By Component
12.4.8.5.2 South Korea Customer Experience Management Market Breakdown, By Deployment Mode
12.4.8.5.3 South Korea Customer Experience Management Market Breakdown, By Organization Size
12.4.8.5.4 South Korea Customer Experience Management Market Breakdown, By Touchpoint
12.4.8.5.5 South Korea Customer Experience Management Market Breakdown, By Industry Vertical
12.4.8.6 Rest of APAC: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.4.8.6.1 Rest of APAC Customer Experience Management Market Breakdown, By Component
12.4.8.6.2 Rest of APAC Customer Experience Management Market Breakdown, By Deployment Mode
12.4.8.6.3 Rest of APAC Customer Experience Management Market Breakdown, By Organization Size
12.4.8.6.4 Rest of APAC Customer Experience Management Market Breakdown, By Touchpoint
12.4.8.6.5 Rest of APAC Customer Experience Management Market Breakdown, By Industry Vertical
12.5 MEA: Customer Experience Management Market
12.5.1 Overview
12.5.2 MEA: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.5.3 Middle East and Africa: Customer Experience Management Market Revenue and Forecast, by Component
12.5.4 Middle East and Africa: Customer Experience Management Market Revenue and Forecast, by Deployment Mode
12.5.5 Middle East and Africa: Customer Experience Management Market Revenue and Forecast, by Organization Size
12.5.6 Middle East and Africa: Customer Experience Management Market Revenue and Forecast, by Touchpoint
12.5.7 Middle East and Africa: Customer Experience Management Market, by Industry Vertical
12.5.8 MEA: Customer Experience Management Market Revenue and Forecast, by Country
12.5.8.1 South Africa: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.5.8.1.1 South Africa Customer Experience Management Market Breakdown, By Component
12.5.8.1.2 South Africa Customer Experience Management Market Breakdown, By Deployment Mode
12.5.8.1.3 South Africa Customer Experience Management Market Breakdown, By Organization Size
12.5.8.1.4 South Africa Customer Experience Management Market Breakdown, By Touchpoint
12.5.8.1.5 South Africa Customer Experience Management Market Breakdown, By Industry Vertical
12.5.8.2 Saudi Arabia: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.5.8.2.1 Saudi Arabia Customer Experience Management Market Breakdown, By Component
12.5.8.2.2 Saudi Arabia Customer Experience Management Market Breakdown, By Deployment Mode
12.5.8.2.3 Saudi Arabia Customer Experience Management Market Breakdown, By Organization Size
12.5.8.2.4 Saudi Arabia Customer Experience Management Market Breakdown, By Touchpoint
12.5.8.2.5 Saudi Arabia Customer Experience Management Market Breakdown, By Industry Vertical
12.5.8.3 UAE: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.5.8.3.1 UAE Customer Experience Management Market Breakdown, By Component
12.5.8.3.2 UAE Customer Experience Management Market Breakdown, By Deployment Mode
12.5.8.3.3 UAE Customer Experience Management Market Breakdown, By Organization Size
12.5.8.3.4 UAE Customer Experience Management Market Breakdown, By Touchpoint
12.5.8.3.5 UAE Customer Experience Management Market Breakdown, By Industry Vertical
12.5.8.4 Rest of MEA: Customer Experience Management Market, Revenue and Forecast to 2028 (US$ Million)
12.5.8.4.1 Rest of MEA Customer Experience Management Market Breakdown, By Component
12.5.8.4.2 Rest of MEA Customer Experience Management Market Breakdown, By Deployment Mode
12.5.8.4.3 Rest of MEA Customer Experience Management Market Breakdown, By Organization Size
12.5.8.4.4 Rest of MEA Customer Experience Management Market Breakdown, By Touchpoint
12.5.8.4.5 Rest of MEA Customer Experience Management Market Breakdown, By Industry Vertical
12.6 SAM: Customer Experience Management Market
12.6.1 Overview
12.6.2 SAM: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.6.3 SAM: Customer Experience Management Market Revenue and Forecast, by Component
12.6.4 SAM: Customer Experience Management Market Revenue and Forecast, by Deployment Mode
12.6.5 SAM: Customer Experience Management Market Revenue and Forecast, by Organization Size
12.6.6 SAM: Customer Experience Management Market Revenue and Forecast, by Touchpoint
12.6.7 SAM: Customer Experience Management Market, by Industry Vertical
12.6.8 SAM: Customer Experience Management Market Revenue and Forecast, by Country
12.6.8.1 Brazil: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.6.8.1.1 Brazil Customer Experience Management Market Breakdown, By Component
12.6.8.1.2 Brazil Customer Experience Management Market Breakdown, By Deployment Mode
12.6.8.1.3 Brazil Customer Experience Management Market Breakdown, By Organization Size
12.6.8.1.4 Brazil Customer Experience Management Market Breakdown, By Touchpoint
12.6.8.1.5 Brazil Customer Experience Management Market Breakdown, By Industry Vertical
12.6.8.2 Argentina: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.6.8.2.1 Argentina Customer Experience Management Market Breakdown, By Component
12.6.8.2.2 Argentina Customer Experience Management Market Breakdown, By Deployment Mode
12.6.8.2.3 Argentina Customer Experience Management Market Breakdown, By Organization Size
12.6.8.2.4 Argentina Customer Experience Management Market Breakdown, By Touchpoint
12.6.8.2.5 Argentina Customer Experience Management Market Breakdown, By Industry Vertical
12.6.8.3 Rest of SAM: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.6.8.3.1 Rest of SAM Customer Experience Management Market Breakdown, By Component
12.6.8.3.2 Rest of SAM Customer Experience Management Market Breakdown, By Deployment Mode
12.6.8.3.3 Rest of SAM Customer Experience Management Market Breakdown, By Organization Size
12.6.8.3.4 Rest of SAM Customer Experience Management Market Breakdown, By Touchpoint
12.6.8.3.5 Rest of SAM Customer Experience Management Market Breakdown, By Industry Vertical
13. Customer Experience Management Market- COVID-19 Impact Analysis
13.1 Overview
13.2 North America
13.3 Europe
13.4 Asia-Pacific
13.5 Middle East and Africa
13.6 South America
14. Industry Landscape
14.1 Market Initiative
14.2 Merger and Acquisition
14.3 New Development
15. Company Profiles
15.1 Adobe
15.1.1 Key Facts
15.1.2 Business Description
15.1.3 Products and Services
15.1.4 Financial Overview
15.1.5 SWOT Analysis
15.1.6 Key Developments
15.2 Avaya Inc.
15.2.1 Key Facts
15.2.2 Business Description
15.2.3 Products and Services
15.2.4 Financial Overview
15.2.5 SWOT Analysis
15.2.6 Key Developments
15.3 IBM Corporation
15.3.1 Key Facts
15.3.2 Business Description
15.3.3 Products and Services
15.3.4 Financial Overview
15.3.5 SWOT Analysis
15.3.6 Key Developments
15.4 NICE Ltd.
15.4.1 Key Facts
15.4.2 Business Description
15.4.3 Products and Services
15.4.4 Financial Overview
15.4.5 SWOT Analysis
15.4.6 Key Developments
15.5 Oracle Corporation
15.5.1 Key Facts
15.5.2 Business Description
15.5.3 Products and Services
15.5.4 Financial Overview
15.5.5 SWOT Analysis
15.5.6 Key Developments
15.6 SAP SE
15.6.1 Key Facts
15.6.2 Business Description
15.6.3 Products and Services
15.6.4 Financial Overview
15.6.5 SWOT Analysis
15.6.6 Key Developments
15.7 Verint Systems, Inc.
15.7.1 Key Facts
15.7.2 Business Description
15.7.3 Products and Services
15.7.4 Financial Overview
15.7.5 SWOT Analysis
15.7.6 Key Developments
15.8 Zendesk
15.8.1 Key Facts
15.8.2 Business Description
15.8.3 Products and Services
15.8.4 Financial Overview
15.8.5 SWOT Analysis
15.8.6 Key Developments
15.9 SAS Institute Inc.
15.9.1 Key Facts
15.9.2 Business Description
15.9.3 Products and Services
15.9.4 Financial Overview
15.9.5 SWOT Analysis
15.9.6 Key Developments
15.10 Salesforce.com, inc.
15.10.1 Key Facts
15.10.2 Business Description
15.10.3 Products and Services
15.10.4 Financial Overview
15.10.5 SWOT Analysis
15.10.6 Key Developments
16. Appendix
16.1 About The Insight Partners
16.2 Glossary of Terms
LIST OF TABLES
Table 1. Global Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Table 2. North America: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 3. North America: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 4. North America: Customer Experience Management Market, Revenue and Forecast to 2028 - By Organization Size (US$ Million)
Table 5. North America: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 6. North America: Customer Experience Management Market, Revenue and Forecast to 2028 - By Industry Vertical (US$ Million)
Table 7. North America: Customer Experience Management Market, Revenue and Forecast to 2028 - By Country (US$ Million)
Table 8. US Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 9. US Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 10. US Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 11. US Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 12. US Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 13. Canada Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 14. Canada Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 15. Canada Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 16. Canada Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 17. Canada Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 18. Mexico Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 19. Mexico Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 20. Mexico Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 21. Mexico Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 22. Mexico Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 23. Europe: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 24. Europe: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 25. Europe: Customer Experience Management Market, Revenue and Forecast to 2028 - By Organization Size (US$ Million)
Table 26. Europe: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 27. Europe: Customer Experience Management Market, Revenue and Forecast to 2028 - By Industry Vertical (US$ Million)
Table 28. Europe: Customer Experience Management Market, Revenue and Forecast to 2028 - By Country (US$ Million)
Table 29. Germany Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 30. Germany Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 31. Germany Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 32. Germany Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 33. Germany Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 34. France Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 35. France Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 36. France Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 37. France Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 38. France Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 39. Italy Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 40. Italy Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 41. Italy Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 42. Italy Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 43. Italy Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 44. UK Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 45. UK Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 46. UK Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 47. UK Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 48. UK Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 49. Russia Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 50. Russia Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 51. Russia Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 52. Russia Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 53. Russia Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 54. Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 55. Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 56. Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 57. Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 58. Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 59. APAC: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 60. APAC: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 61. APAC: Customer Experience Management Market, Revenue and Forecast to 2028 - By Organization Size (US$ Million)
Table 62. APAC: Customer Experience Management Market, Revenue and Forecast to 2028 - By Touchpoint (US$ Million)
Table 63. APAC: Customer Experience Management Market, Revenue and Forecast to 2028 - By Industry Vertical (US$ Million)
Table 64. Asia Pacific: Customer Experience Management Market, Revenue and Forecast to 2028 - By Country (US$ Million)
Table 65. Australia Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 66. Australia Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 67. Australia Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 68. Australia Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 69. Australia Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 70. China Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 71. China Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 72. China Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 73. China Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 74. China Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 75. India Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 76. India Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 77. India Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 78. India Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 79. India Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 80. Japan Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 81. Japan Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 82. Japan Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 83. Japan Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 84. Japan Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 85. South Korea Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 86. South Korea Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 87. South Korea Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 88. South Korea Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 89. South Korea Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 90. Rest of APAC Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 91. Rest of APAC Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 92. Rest of APAC Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 93. Rest of APAC Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 94. Rest of APAC Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 95. Middle East and Africa: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 96. Middle East and Africa: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 97. Middle East and Africa: Customer Experience Management Market, Revenue and Forecast to 2028 - By Organization Size (US$ Million)
Table 98. Middle East and Africa: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 99. Middle East and Africa: Customer Experience Management Market, Revenue and Forecast to 2028 - By Industry Vertical (US$ Million)
Table 100. Middle East and Africa: Customer Experience Management Market, Revenue and Forecast to 2028 - By Country (US$ Million)
Table 101. South Africa Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 102. South Africa Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 103. South Africa Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 104. South Africa Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 105. South Africa Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 106. Saudi Arabia Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 107. Saudi Arabia Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 108. Saudi Arabia Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 109. Saudi Arabia Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 110. Saudi Arabia Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 111. UAE Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 112. UAE Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 113. UAE Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 114. UAE Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 115. UAE Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 116. Rest of MEA Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 117. Rest of MEA Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 118. Rest of MEA Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 119. Rest of MEA Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 120. Rest of MEA Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 121. SAM: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 122. SAM: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 123. SAM: Customer Experience Management Market, Revenue and Forecast to 2028 - By Organization Size (US$ Million)
Table 124. SAM: Customer Experience Management Market, Revenue and Forecast to 2028 - By Solution (US$ Million)
Table 125. SAM: Customer Experience Management Market, Revenue and Forecast to 2028 - By Industry Vertical (US$ Million)
Table 126. South America: Customer Experience Management Market, Revenue and Forecast to 2028 - By Country (US$ Million)
Table 127. Brazil Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 128. Brazil Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 129. Brazil Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 130. Brazil Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 131. Brazil Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 132. Argentina Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 133. Argentina Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 134. Argentina Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 135. Argentina Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 136. Argentina Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 137. Rest of SAM Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 138. Rest of SAM Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 139. Rest of SAM Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 140. Rest of SAM Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 141. Rest of SAM Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 142. Glossary of Terms, Customer Experience Management Market
LIST OF FIGURES
Figure 1. Customer Experience Management Market Segmentation
Figure 2. Customer Experience Management Market Segmentation – By Geography
Figure 3. Global Customer Experience Management Market Overview
Figure 4. Customer Communications Management Market, By Component
Figure 5. Customer Communications Management Market, By Deployment Mode
Figure 6. Customer Communications Management Market, By Organization Size
Figure 7. Customer Communications Management Market, By Touchpoint
Figure 8. Customer Communications Management Market, By Industry Vertical
Figure 9. Customer Communications Management Market, By Region
Figure 10. North America: PEST Analysis
Figure 11. Europe: PEST Analysis
Figure 12. APAC: PEST Analysis
Figure 13. MEA: PEST Analysis
Figure 14. SAM: PEST Analysis
Figure 15. Expert Opinion
Figure 16. Customer Experience Management Market Impact Analysis of Drivers and Restraints
Figure 17. Global Customer Experience Management Market
Figure 18. Global Customer Experience Management Market Revenue and Forecast To 2028 (US$ Million)
Figure 19. Customer Experience Management Market Breakdown, by Component, 2021 & 2028 (%)
Figure 20. Global Solution Market Revenue and Forecast to 2028 (US$ Million)
Figure 21. Global Service Market Revenue and Forecast to 2028 (US$ Million)
Figure 22. Customer Experience Management Market Breakdown, by Deployment Mode, 2021 & 2028 (%)
Figure 23. Global On-Premise Market Revenue and Forecast to 2028 (US$ Million)
Figure 24. Global Cloud based Market Revenue and Forecast to 2028 (US$ Million)
Figure 25. Customer Experience Management Market Breakdown, by Organization Size, 2021 & 2028 (%)
Figure 26. Global Small and Medium Enterprises Market Revenue and Forecast to 2028 (US$ Million)
Figure 27. Global Large Enterprises Market Revenue and Forecast to 2028 (US$ Million)
Figure 28. Customer Experience Management Market Breakdown, By Touchpoint, 2021 & 2028 (%)
Figure 29. Global Call Center Market Revenue and Forecast to 2028 (US$ Million)
Figure 30. Global Website Market Revenue and Forecast to 2028 (US$ Million)
Figure 31. Global Mobile application Market Revenue and Forecast to 2028 (US$ Million)
Figure 32. Global Email Market Revenue and Forecast to 2028 (US$ Million)
Figure 33. Global Social Media Market Revenue and Forecast to 2028 (US$ Million)
Figure 34. Global Others Market Revenue and Forecast to 2028 (US$ Million)
Figure 35. Customer Experience Management Market Breakdown, By Industry Vertical, 2021 & 2028 (%)
Figure 36. Global IT and Telecom Market Revenue and Forecast to 2028 (US$ Million)
Figure 37. Global BFSI Market Revenue and Forecast to 2028 (US$ Million)
Figure 38. Global Retail Market Revenue and Forecast to 2028 (US$ Million)
Figure 39. Global Energy and Utilities Market Revenue and Forecast to 2028 (US$ Million)
Figure 40. Global Government Market Revenue and Forecast to 2028 (US$ Million)
Figure 41. Global Manufacturing Market Revenue and Forecast to 2028 (US$ Million)
Figure 42. Global Others Market Revenue and Forecast to 2028 (US$ Million)
Figure 43. Global Customer Experience Management Market, By Geography – 2021 and 2028 (%)
Figure 44. North America: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 45. North America: Customer Experience Management Market, by Component, 2021 & 2028 (%)
Figure 46. North America: Customer Experience Management Market, by Deployment Mode, 2021 & 2028 (%)
Figure 47. North America: Customer Experience Management Market, by Organization Size, 2021 & 2028 (%)
Figure 48. North America: Customer Experience Management Market, by Touchpoint, 2021 & 2028 (%)
Figure 49. North America: Customer Experience Management Market, by Industry Vertical, 2021 & 2028 (%)
Figure 50. North America: Customer Experience Management Market, by Country, 2021 & 2028 (%)
Figure 51. US: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 52. Canada: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 53. Mexico: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 54. Europe Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 55. Europe: Customer Experience Management Market, by Component, 2021 & 2028 (%)
Figure 56. Europe: Customer Experience Management Market, by Deployment Mode, 2021 & 2028 (%)
Figure 57. Europe: Customer Experience Management Market, by Organization Size, 2021 & 2028 (%)
Figure 58. Europe: Customer Experience Management Market, by Touchpoint, 2021 & 2028 (%)
Figure 59. Europe: Customer Experience Management Market, by Industry Vertical, 2021 & 2028 (%)
Figure 60. Europe: Customer Experience Management Market, by Country, 2021 & 2028 (%)
Figure 61. Germany Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 62. France Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 63. Italy Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 64. UK Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 65. Russia Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 66. Rest of Europe Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 67. APAC: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 68. APAC: Customer Experience Management Market, by Component, 2021 & 2028 (%)
Figure 69. APAC: Customer Experience Management Market, by Deployment Mode, 2021 & 2028 (%)
Figure 70. APAC: Customer Experience Management Market, by Organization Size, 2021 & 2028 (%)
Figure 71. APAC: Customer Experience Management Market, by Touchpoint, 2021 & 2028 (%)
Figure 72. APAC: Customer Experience Management Market, by Industry Vertical, 2021 & 2028 (%)
Figure 73. Asia Pacific: Customer Experience Management Market, by Country, 2021 & 2028 (%)
Figure 74. Australia: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 75. China: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 76. India: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 77. Japan: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 78. South Korea: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 79. Rest of APAC: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 80. MEA: Customer Experience Management Market, Revenue and Forecast to 2028 (US$ Million)
Figure 81. Middle East and Africa: Customer Experience Management Market, by Component, 2021 & 2028 (%)
Figure 82. Middle East and Africa: Customer Experience Management Market, by Deployment Mode, 2021 & 2028 (%)
Figure 83. Middle East and Africa: Customer Experience Management Market, by Organization Size, 2021 & 2028 (%)
Figure 84. Middle East and Africa: Customer Experience Management Market, by Touchpoint, 2021 & 2028 (%)
Figure 85. Middle East and Africa: Customer Experience Management Market, by Industry Vertical, 2021 & 2028 (%)
Figure 86. Middle East and Africa: Customer Experience Management Market, by Country, 2021 & 2028 (%)
Figure 87. South Africa: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 88. Saudi Arabia: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 89. UAE: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 90. Rest of MEA: Customer Experience Management Market, Revenue and Forecast to 2028 (US$ Million)
Figure 91. SAM: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 92. SAM: Customer Experience Management Market, by Component, 2021 & 2028 (%)
Figure 93. SAM: Customer Experience Management Market, by Deployment Mode, 2021 & 2028 (%)
Figure 94. SAM: Customer Experience Management Market, by Organization Size, 2021 & 2028 (%)
Figure 95. SAM: Customer Experience Management Market, by Touchpoint, 2021 & 2028 (%)
Figure 96. SAM: Customer Experience Management Market, by Industry Vertical, 2021 & 2028 (%)
Figure 97. South America: Customer Experience Management Market, by Country, 2021 & 2028 (%)
Figure 98. Brazil: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 99. Argentina: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 100. Rest of SAM: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 101. Impact of COVID-19 Pandemic in North American Countries
Figure 102. Impact of COVID-19 Pandemic in Europe Country Markets
Figure 103. Impact of COVID-19 Pandemic in Asia Pacific Country Markets
Figure 104. Impact of COVID-19 Pandemic in Middle East & Africa Country Markets
Figure 105. Impact of COVID-19 Pandemic in South America Country Markets
The List of Companies - Customer Experience Management Market
- Adobe
- Avaya Inc.
- IBM Corporation
- NICE Ltd.
- Oracle Corporation
- SAP SE
- Verint Systems, Inc.
- Zendesk
- SAS Institute Inc.
- Salesforce.com, inc.
The Insight Partners performs research in 4 major stages: Data Collection & Secondary Research, Primary Research, Data Analysis and Data Triangulation & Final Review.
- Data Collection and Secondary Research:
As a market research and consulting firm operating from a decade, we have published many reports and advised several clients across the globe. First step for any study will start with an assessment of currently available data and insights from existing reports. Further, historical and current market information is collected from Investor Presentations, Annual Reports, SEC Filings, etc., and other information related to company’s performance and market positioning are gathered from Paid Databases (Factiva, Hoovers, and Reuters) and various other publications available in public domain.
Several associations trade associates, technical forums, institutes, societies and organizations are accessed to gain technical as well as market related insights through their publications such as research papers, blogs and press releases related to the studies are referred to get cues about the market. Further, white papers, journals, magazines, and other news articles published in the last 3 years are scrutinized and analyzed to understand the current market trends.
- Primary Research:
The primarily interview analysis comprise of data obtained from industry participants interview and answers to survey questions gathered by in-house primary team.
For primary research, interviews are conducted with industry experts/CEOs/Marketing Managers/Sales Managers/VPs/Subject Matter Experts from both demand and supply side to get a 360-degree view of the market. The primary team conducts several interviews based on the complexity of the markets to understand the various market trends and dynamics which makes research more credible and precise.
A typical research interview fulfils the following functions:
- Provides first-hand information on the market size, market trends, growth trends, competitive landscape, and outlook
- Validates and strengthens in-house secondary research findings
- Develops the analysis team’s expertise and market understanding
Primary research involves email interactions and telephone interviews for each market, category, segment, and sub-segment across geographies. The participants who typically take part in such a process include, but are not limited to:
- Industry participants: VPs, business development managers, market intelligence managers and national sales managers
- Outside experts: Valuation experts, research analysts and key opinion leaders specializing in the electronics and semiconductor industry.
Below is the breakup of our primary respondents by company, designation, and region:
Once we receive the confirmation from primary research sources or primary respondents, we finalize the base year market estimation and forecast the data as per the macroeconomic and microeconomic factors assessed during data collection.
- Data Analysis:
Once data is validated through both secondary as well as primary respondents, we finalize the market estimations by hypothesis formulation and factor analysis at regional and country level.
- 3.1 Macro-Economic Factor Analysis:
We analyse macroeconomic indicators such the gross domestic product (GDP), increase in the demand for goods and services across industries, technological advancement, regional economic growth, governmental policies, the influence of COVID-19, PEST analysis, and other aspects. This analysis aids in setting benchmarks for various nations/regions and approximating market splits. Additionally, the general trend of the aforementioned components aid in determining the market's development possibilities.
- 3.2 Country Level Data:
Various factors that are especially aligned to the country are taken into account to determine the market size for a certain area and country, including the presence of vendors, such as headquarters and offices, the country's GDP, demand patterns, and industry growth. To comprehend the market dynamics for the nation, a number of growth variables, inhibitors, application areas, and current market trends are researched. The aforementioned elements aid in determining the country's overall market's growth potential.
- 3.3 Company Profile:
The “Table of Contents” is formulated by listing and analyzing more than 25 - 30 companies operating in the market ecosystem across geographies. However, we profile only 10 companies as a standard practice in our syndicate reports. These 10 companies comprise leading, emerging, and regional players. Nonetheless, our analysis is not restricted to the 10 listed companies, we also analyze other companies present in the market to develop a holistic view and understand the prevailing trends. The “Company Profiles” section in the report covers key facts, business description, products & services, financial information, SWOT analysis, and key developments. The financial information presented is extracted from the annual reports and official documents of the publicly listed companies. Upon collecting the information for the sections of respective companies, we verify them via various primary sources and then compile the data in respective company profiles. The company level information helps us in deriving the base number as well as in forecasting the market size.
- 3.4 Developing Base Number:
Aggregation of sales statistics (2020-2022) and macro-economic factor, and other secondary and primary research insights are utilized to arrive at base number and related market shares for 2022. The data gaps are identified in this step and relevant market data is analyzed, collected from paid primary interviews or databases. On finalizing the base year market size, forecasts are developed on the basis of macro-economic, industry and market growth factors and company level analysis.
- Data Triangulation and Final Review:
The market findings and base year market size calculations are validated from supply as well as demand side. Demand side validations are based on macro-economic factor analysis and benchmarks for respective regions and countries. In case of supply side validations, revenues of major companies are estimated (in case not available) based on industry benchmark, approximate number of employees, product portfolio, and primary interviews revenues are gathered. Further revenue from target product/service segment is assessed to avoid overshooting of market statistics. In case of heavy deviations between supply and demand side values, all thes steps are repeated to achieve synchronization.
We follow an iterative model, wherein we share our research findings with Subject Matter Experts (SME’s) and Key Opinion Leaders (KOLs) until consensus view of the market is not formulated – this model negates any drastic deviation in the opinions of experts. Only validated and universally acceptable research findings are quoted in our reports.
We have important check points that we use to validate our research findings – which we call – data triangulation, where we validate the information, we generate from secondary sources with primary interviews and then we re-validate with our internal data bases and Subject matter experts. This comprehensive model enables us to deliver high quality, reliable data in shortest possible time.
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