Global customer experience management market is expected to grow at an impressive rate during the forecast period. The global customer experience management market is driven by the growing need to enhance customer experience and improve the customer satisfaction levels. Additionally, increasing deployment of advanced technologies such as AI, big data analytics solution, IoT, Cloud Computing, Machine Learning, among others to provide better, more reliable and efficient customer services which can reduce customer churn rates are further expected to propel the market through 2027. Furthermore, increasing investments, R&D and new product launches by the major vendors operating in the market is expected to create lucrative opportunities for the market growth over the next few years. However, lack of awareness pertaining to the availability of such technologies can hamper the market growth. Besides, high cost coupled with reluctance among consumers in choosing the appropriate technology can further impede the market growth during the forecast period.
The global customer experience management market is segmented based on component, deployment mode, touch point, organization size, end user industry, company, and region. Based on deployment mode, the market can be bifurcated into on-premises and cloud. The cloud segment is expected to dominate the market on account of the flexibility, scalability, 24/7 availability, large storage space, among others associated with cloud. Based on touch point, the market can be categorized into social media, branches/retailers, the web, call centers, company website, email, mobile and others. The mobile segment is expected to register significant growth in the market through 2027. This can be ascribed to the rising use of mobile phones among the consumers, increasing number of mobile applications and growth in mobile marketing.
Regionally, the customer experience management market
The major players operating in the customer experience management market Adobe Systems, Inc., Oracle Corporation, SAP SE, IBM Corporation, Avaya Inc., NICE Systems, Nokia, OpenText, Tech Mahindra, Verint Systems, and others. Major companies are developing advanced technologies and launching new services to stay competitive in the market. Other competitive strategies include mergers & acquisitions and new service developments. For instance, In March 2021, Oracle partnered with TWINSET, an Italian Clothing Brand, for providing the company with Oracle Retail’s modern point-of-service (POS) technology. This technology enhances customer experience at TWINSET retailers by providing all transactional details to the in-store staff thus helping them suggest customers necessary styling and information related to the latest merchandise and more.
Objective of the Study
- To analyze and estimate the market size of global customer experience management market from 2017 to 2020.
- To estimate and forecast the market size of global customer experience management market from 2021 to 2027 and growth rate until 2027.
- To classify and forecast global customer experience management market based on component, deployment mode, touch point, organization size, end user industry, company and regional distribution.
- To identify dominant region or segment in the global customer experience management market.
- To identify drivers and challenges for global customer experience management market.
- To examine competitive developments such as expansions, new product launches, mergers & acquisitions, etc., in global customer experience management market.
- To identify and analyze the profile of leading players operating in global customer experience management market.
- To identify key sustainable strategies adopted by market players in global customer experience management market.
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Market Insights Research performed both primary as well as exhaustive secondary research for this study. Initially, Market Insights Research sourced a list of service providers across the globe. Subsequently, Market Insights Research conducted primary research surveys with the identified companies. While interviewing, the respondents were also enquired about their competitors. Through this technique, Market Insights Research could include the service providers which could not be identified due to the limitations of secondary research. Market Insights Research analyzed the service providers, distribution channels and presence of all major players across the globe.
Market Insights Research calculated the market size of
Key Target Audience
- Customer experience management service provider companies
- Market research and consulting firms
- Government bodies such as regulating authorities and policy makers
- Organizations, forums and alliances related to customer experience management
The study is useful in providing answers to several critical questions that are important for the industry stakeholders such as service providers, suppliers and partners, end users, etc., besides allowing them in strategizing investments and capitalizing on market opportunities.
| Attribute | Details |
| Base Year | 2021 |
| Historical Years | 2017 – 2020 |
| Estimated Year | 2022 |
| Forecast Period | 2023 – 2027 |
| Quantitative Units | Revenue in USD Million, Volume in Units, and CAGR for 2017-2021 and 2022-2027 |
| Report Coverage | Revenue forecast, volume forecast, company share, competitive landscape, growth factors, and trends |
| Segments Covered | · Component · Deployment Mode · Touch Point · Organization Size · End User Industry |
| Regional Scope | North America; Asia Pacific; Europe & CIS; South America; Middle East & Africa |
| Country Scope | United States; Canada; Mexico; China; India; Japan; Malaysia; Thailand; Indonesia; Vietnam; South Korea; Germany; France; United Kingdom; Spain; Italy; Belgium; Russia; Brazil; Argentina; Colombia; Saudi Arabia; UAE; South Africa; Egypt |
| Key Companies Profiled | Adobe Systems, Inc., Oracle Corporation, SAP SE, IBM Corporation, Avaya Inc., NICE Systems, Nokia, OpenText, Tech Mahindra, Verint Systems. |
| Customization Scope | 10% free report customization with purchase. Addition or alteration to country, regional & segment scope. |
| Pricing and Purchase Options | Avail customized purchase options to meet your exact research needs. Explore purchase options |
| Delivery Format | PDF and Excel through Email (We can also provide the editable version of the report in PPT/Word format on special request) |
