Customer Experience Management Market Research Report 2021-2031
预计到 2031 年,客户体验管理市场规模将从 2023 年的 133.263 亿美元增至 471.0394 亿美元。预计 2023-2031 年期间市场复合年增长率将达到 17.1%。增强现实 (AR) 和虚拟现实 (VR) 技术的日益普及可能仍是市场的主要趋势。
客户体验管理市场分析
客户越来越喜欢通过实体和数字渠道获得个性化和有意义的体验。因此,终端用户行业垂直领域越来越要求客户体验管理市场解决方案具有超个性化。为了确定为客户提供的最佳行动方案,它采用了自动化、机器学习 (ML)、人工智能 (AI)、预测分析和实时买家数据的组合。为了保证每个客户都有独特的定制购买体验,连接了众多接触点,并将客户视为个体而不是群体。企业可以利用超个性化在适当的时间、地点和渠道向特定客户发送高度情境化的通信。企业可以通过实施由数据、分析和人工智能驱动的超个性化营销方法来获得更多洞察。
客户体验管理市场概览
客户体验管理,通常称为 CEM 或 CXM,是一套技术和营销策略系统,专注于客户满意度、参与度和体验。客户体验管理 (CXM) 旨在实现真正将消费者置于组织中心的数字化转型,是一种超越简单营销工具和软件的客户关系方法。客户体验管理理念将完整的端到端客户体验的编排和个性化放在首位,这也使其更容易在任何渠道实时大规模地实现。
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客户体验管理市场:
复合年增长率(2023 - 2031)17.1%- 2023 年市场规模
133.263 亿美元 - 市场规模 2031年
47103.94 百万美元
市场动态
- 电子商务日益普及
- 增强现实 (AR) 和虚拟现实 (VR) 技术的日益普及VR) technologies
- 更加注重数据驱动的洞察力以改善客户体验
关键人物
- Adobe
- Avaya 公司 Inc.
- IBM 公司
- 尼斯有限公司
- 甲骨文公司
- 思爱普
- Verint 系统
- 公司
- Zendesk
- SAS 研究所
区域概况
- 北美
- 欧洲
- 亚太
- 南美洲和中美洲
- 中东和非洲
市场细分
- 解决方案与服务
- 本地和云
- 中小企业
- 大型企业
- 呼叫中心
- 网站
- 移动应用程序
- 电子邮件
- 社交媒体
- 示例 PDF 通过定性和定量分析展示了内容结构和信息的性质。
客户体验管理市场驱动因素和机遇
电子商务日益普及
通过互联网进行商品和服务交换被称为电子商务。它包括为在线买家和经销商提供的广泛信息和工具。拥有在线业务的公司通常管理物流和履行、开展电子商务营销和销售,并管理在线商店和平台。在未来十年内,预计全球零售电子商务销售额将以每年超过 10% 的速度稳步增长。食品和饮料、健康和个人卫生等基本商品是工业化国家电子商务的主要贡献者。推动发展中国家电子商务发展的一个主要因素是手机的广泛使用和互联网接入不佳。电子商务的增长也受到那些注重价格并使用互联网比较产品的消费者的推动。客户支持问题、交易问题、不相关的搜索结果、运输规定和网站导航是一些负面遭遇的例子。因此,出色的客户体验不再仅仅是企业目标;它现在是成功的必备条件。由于电子商务交易量的增加,电子商务企业大量使用客户体验管理服务和解决方案。这些应用正在推动全球对客户体验管理的需求。
更加注重数据驱动的洞察力以改善客户体验
由于数据驱动的客户体验,品牌与客户的互动正在不断演变。从营销角度来看,数据驱动的客户体验以利用数据来定制与每个独特客户的互动为中心。从运营角度来看,他们专注于利用数据来增强内部流程,以便用户可以为客户提供更好的体验。这两种策略都会让客户更满意、更忠诚,他们愿意在品牌的商品和服务上投入更多的时间和金钱。因此,越来越关注数据驱动的洞察力来改善客户体验,为客户体验管理市场创造了机会。
客户体验管理市场报告细分分析
有助于得出客户体验管理市场分析的关键部分是组件、部署、组织规模、接触点和行业垂直。
- 根据组成部分,客户体验管理市场分为解决方案和服务。解决方案部分在 2023 年占据了更大的市场份额。
- 根据部署,市场分为本地部署和云部署。2023 年,云部署占据了更大的市场份额。
- 根据组织规模,市场分为中小型企业和大型企业。
- 根据接触点,市场分为呼叫中心、网站、移动应用程序、电子邮件、社交媒体等。
- 按垂直行业划分,市场分为 IT 和电信、BFSI、能源和公用事业、政府、零售、制造业等。
按地区划分的客户体验管理市场份额分析
客户体验管理市场报告的地理范围主要分为五个区域:北美、亚太地区、欧洲、中东和非洲以及南美和中美。北美在客户体验管理市场中占据主导地位。凭借早期的技术采用、政府对新开发的投资以及强劲的经济增长,它是世界上技术最先进的地区之一。该地区的客户体验管理采用率很高,先进技术渗透率很高,科技初创企业数量庞大。此外,该地区在这些尖端技术的开发和研究方面处于领先地位。此外,美国和加拿大客户体验管理市场参与者提供的解决方案的消费者数量显着增加。
客户体验管理市场报告范围
报告属性 | 细节 |
---|---|
2023 年的市场规模 | 133.263亿美元 |
2031 年市场规模 | 47103.94 百万美元 |
全球复合年增长率(2023 - 2031) | 17.1% |
史料 | 2021-2022 |
预测期 | 2024-2031 |
涵盖的领域 | 按组件
|
覆盖地区和国家 | 北美
|
市场领导者和主要公司简介 |
|
- 示例 PDF 通过定性和定量分析展示了内容结构和信息的性质。
客户体验管理市场新闻和最新发展
客户体验管理市场通过收集一手和二手研究后的定性和定量数据进行评估,其中包括重要的公司出版物、协会数据和数据库。以下列出了客户体验管理市场的一些发展情况:
- 思科在 Enterprise Connect 上宣布了其 Webex 云客户体验解决方案中的新产品。在所有渠道和互动中高效地提供出色的互联客户体验是业务的当务之急,组织越来越多地寻求能够在不中断业务的情况下实现客户体验现代化的解决方案。(来源:思科,新闻稿,2024 年 3 月)
- 企业云解决方案全球领导者 SAP SE 宣布 SAP 客户体验产品组合中新增生成式 AI 功能,包括 SAP 的自然语言生成式 AI 副驾驶 Joule。(来源:SAP SE,新闻稿,2023 年 10 月)
客户体验管理市场报告范围和交付成果
“客户体验管理市场规模和预测(2021-2031)”报告对市场进行了详细分析,涵盖以下领域:
- 范围内涵盖的所有主要细分市场的客户体验管理市场规模及全球、区域和国家层面的预测
- 客户体验管理市场趋势以及市场动态,如驱动因素、限制因素和关键机遇
- 详细的 PEST/波特五力分析和 SWOT 分析
- 客户体验管理市场分析涵盖主要市场趋势、全球和区域框架、主要参与者、法规和最新市场发展
- 行业格局和竞争分析,涵盖市场集中度、热图分析、知名参与者以及客户体验管理市场的最新发展
- 详细的公司简介
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
This text is related
to country scope.
Frequently Asked Questions
The expected CAGR of the global customer experience management market is 17.1%.
The global customer experience management market is expected to reach US$ 47103.94 million by 2031.
The key players holding majority shares in the global customer experience management market are Adobe, Avaya Inc., IBM Corporation, NICE Ltd., Oracle Corporation, SAP SE, Verint Systems, Inc., Zendesk, SAS Institute Inc., and Salesforce.com, inc.
The increasing adoption of augmented reality (AR) and virtual reality (VR) technologies is anticipated to play a significant role in the global customer experience management market in the coming years.
Rising adoption of e-commerce and increasing focus on data-driven insights to improve customers' experiences are the major factors that propel the global customer experience management market.
North America dominates the customer experience management market.
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 and advised several client 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 organization 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 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/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.
- 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.
- 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.
- 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.
- 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.