Customer Experience Management Market Forecast to 2027 - Covid-19 Impact and Global Analysis - by Touchpoint (Web, Branch/Store, Call Center, Social Media, Email, Mobile, Email, Others); End User (Healthcare, Automotive, BFSI, IT and Telecom, Manufacturing, Media and Entertainment, Others)

Report Code: TIPRE00003637 | No. of Pages: 150 | Category: Technology, Media and Telecommunications | Status: Upcoming
Covid
MARKET INTRODUCTION
The customer experience management (CXM or CEM) is a collection of processes which companies utilize to track, supervise and arrange every single interaction between end users and organization across the customer lifecycle. The CEM aims to optimize interaction from the users' perception and encourages customer loyalty.

MARKET DYNAMICS
The factors responsible for driving customer experience management market is, CEM helps the enterprises in controlling the customer's churn rates. The CEM is widely utilized due to the high usage of m-commerce and e-commerce among the users which drives the growth of the customer experience management market. Moreover, continuous increase in the demand of CEM to engage with their workforce particularly in large enterprises, the customer experience management market is expected to create further tremendous opportunities for the players operating in the forthcoming period.

MARKET SCOPE
The "Global Customer Experience Management Market Analysis to 2027" is a specialized and in-depth study of the technology, media and telecommunications industry with a special focus on the global market trend analysis. The report aims to provide an overview of the customer experience management market with detailed market segmentation by touchpoint, end user, and geography. The global customer experience management market is expected to witness high growth during the forecast period. The report provides key statistics on the market status of the leading customer experience management market players and offers key trends and opportunities in the market.

MARKET SEGMENTATION
The global customer experience management market is segmented on the basis of touchpoint and end user. Based on touchpoint, the customer experience management market is segmented into web, branch/store, call center, social media, email, mobile, email, and others. On the basis of end user, the customer experience management market is segmented into healthcare, automotive, BFSI, IT and telecom, manufacturing, media and entertainment, and others.

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REGIONAL FRAMEWORK
The report provides a detailed overview of the industry including both qualitative and quantitative information. It provides an overview and forecast of the global customer experience management market based on various segments. It also provides market size and forecast estimates from the year 2017 to 2027 with respect to five major regions, namely; North America, Europe, Asia-Pacific (APAC), Middle East and Africa (MEA) and South & Central America. The customer experience management market by each region is later sub-segmented by respective countries and segments. The report covers the analysis and forecast of 18 countries globally along with the current trend and opportunities prevailing in the region.

The report analyzes factors affecting the customer experience management market from both demand and supply side and further evaluates market dynamics affecting the market during the forecast period i.e., drivers, restraints, opportunities, and future trend. The report also provides exhaustive PEST analysis for all five regions namely; North America, Europe, APAC, MEA, and South & Central America after evaluating political, economic, social and technological factors affecting the customer experience management in these regions.

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MARKET PLAYERS
The reports cover key developments in the customer experience management market as organic and inorganic growth strategies. Various companies are focusing on organic growth strategies such as product launches, product approvals and others such as patents and events. Inorganic growth strategies activities witnessed in the market were acquisitions, and partnership & collaborations. These activities have paved way for the expansion of business and customer base of market players. The market payers from customer experience management market are anticipated to lucrative growth opportunities in the future with the rising demand for customer experience management in the global market. Below mentioned is the list of few companies engaged in the customer experience management market.

The report also includes the profiles of key companies along with their SWOT analysis and market strategies in the customer experience management market. In addition, the report focuses on leading industry players with information such as company profiles, components, and services offered, financial information of the last 3 years, the key development in the past five years.
  • Adobe Systems
  • Avaya Inc.
  • Clarabridge
  • Chime Technologies, Inc.
  • InMoment, Inc.
  • IBM Corporation
  • NICE
  • MaritzCX Research LLC
  • Medallia Inc.
  • Qualtrics
The Insight Partner's dedicated research and analysis team consist of experienced professionals with advanced statistical expertise and offer various customization options in the existing study.

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TABLE OF CONTENTS

1. INTRODUCTION
1.1. SCOPE OF THE STUDY
1.2. THE INSIGHT PARTNERS RESEARCH REPORT GUIDANCE
1.3. MARKET SEGMENTATION
1.3.1 Customer Experience Management Market - By Touchpoint
1.3.2 Customer Experience Management Market - By End User
1.3.3 Customer Experience Management Market - By Region
1.3.3.1 By Country

2. KEY TAKEWAYS

3. RESEARCH METHODOLOGY

4. CUSTOMER EXPERIENCE MANAGEMENT MARKET LANDSCAPE
4.1. OVERVIEW
4.2. PEST ANALYSIS
4.2.1 North America - Pest Analysis
4.2.2 Europe - Pest Analysis
4.2.3 Asia-Pacific - Pest Analysis
4.2.4 Middle East and Africa - Pest Analysis
4.2.5 South and Central America - Pest Analysis
4.3. ECOSYSTEM ANALYSIS
4.4. EXPERT OPINIONS

5. CUSTOMER EXPERIENCE MANAGEMENT MARKET - KEY MARKET DYNAMICS
5.1. KEY MARKET DRIVERS
5.2. KEY MARKET RESTRAINTS
5.3. KEY MARKET OPPORTUNITIES
5.4. FUTURE TRENDS
5.5. IMPACT ANALYSIS OF DRIVERS, RESTRAINTS & EXPECTED INFLUENCE OF COVID-19 PANDEMIC

6. CUSTOMER EXPERIENCE MANAGEMENT MARKET - GLOBAL MARKET ANALYSIS
6.1. CUSTOMER EXPERIENCE MANAGEMENT - GLOBAL MARKET OVERVIEW
6.2. CUSTOMER EXPERIENCE MANAGEMENT - GLOBAL MARKET AND FORECAST TO 2027
6.3. MARKET POSITIONING/MARKET SHARE

7. CUSTOMER EXPERIENCE MANAGEMENT MARKET - REVENUE AND FORECASTS TO 2027 - TOUCHPOINT
7.1. OVERVIEW
7.2. TOUCHPOINT MARKET FORECASTS AND ANALYSIS
7.3. WEB
7.3.1. Overview
7.3.2. Web Market Forecast and Analysis
7.4. BRANCH/STORE
7.4.1. Overview
7.4.2. Branch/Store Market Forecast and Analysis
7.5. CALL CENTER
7.5.1. Overview
7.5.2. Call Center Market Forecast and Analysis
7.6. SOCIAL MEDIA
7.6.1. Overview
7.6.2. Social Media Market Forecast and Analysis
7.7. EMAIL
7.7.1. Overview
7.7.2. Email Market Forecast and Analysis
7.8. MOBILE
7.8.1. Overview
7.8.2. Mobile Market Forecast and Analysis
7.9. EMAIL
7.9.1. Overview
7.9.2. Email Market Forecast and Analysis
7.10. OTHERS
7.10.1. Overview
7.10.2. Others Market Forecast and Analysis
8. CUSTOMER EXPERIENCE MANAGEMENT MARKET - REVENUE AND FORECASTS TO 2027 - END USER
8.1. OVERVIEW
8.2. END USER MARKET FORECASTS AND ANALYSIS
8.3. HEALTHCARE
8.3.1. Overview
8.3.2. Healthcare Market Forecast and Analysis
8.4. AUTOMOTIVE
8.4.1. Overview
8.4.2. Automotive Market Forecast and Analysis
8.5. BFSI
8.5.1. Overview
8.5.2. BFSI Market Forecast and Analysis
8.6. IT AND TELECOM
8.6.1. Overview
8.6.2. IT and Telecom Market Forecast and Analysis
8.7. MANUFACTURING
8.7.1. Overview
8.7.2. Manufacturing Market Forecast and Analysis
8.8. MEDIA AND ENTERTAINMENT
8.8.1. Overview
8.8.2. Media and Entertainment Market Forecast and Analysis
8.9. OTHERS
8.9.1. Overview
8.9.2. Others Market Forecast and Analysis

9. CUSTOMER EXPERIENCE MANAGEMENT MARKET REVENUE AND FORECASTS TO 2027 - GEOGRAPHICAL ANALYSIS
9.1. NORTH AMERICA
9.1.1 North America Customer Experience Management Market Overview
9.1.2 North America Customer Experience Management Market Forecasts and Analysis
9.1.3 North America Customer Experience Management Market Forecasts and Analysis - By Touchpoint
9.1.4 North America Customer Experience Management Market Forecasts and Analysis - By End User
9.1.5 North America Customer Experience Management Market Forecasts and Analysis - By Countries
9.1.5.1 United States Customer Experience Management Market
9.1.5.1.1 United States Customer Experience Management Market by Touchpoint
9.1.5.1.2 United States Customer Experience Management Market by End User
9.1.5.2 Canada Customer Experience Management Market
9.1.5.2.1 Canada Customer Experience Management Market by Touchpoint
9.1.5.2.2 Canada Customer Experience Management Market by End User
9.1.5.3 Mexico Customer Experience Management Market
9.1.5.3.1 Mexico Customer Experience Management Market by Touchpoint
9.1.5.3.2 Mexico Customer Experience Management Market by End User
9.2. EUROPE
9.2.1 Europe Customer Experience Management Market Overview
9.2.2 Europe Customer Experience Management Market Forecasts and Analysis
9.2.3 Europe Customer Experience Management Market Forecasts and Analysis - By Touchpoint
9.2.4 Europe Customer Experience Management Market Forecasts and Analysis - By End User
9.2.5 Europe Customer Experience Management Market Forecasts and Analysis - By Countries
9.2.5.1 Germany Customer Experience Management Market
9.2.5.1.1 Germany Customer Experience Management Market by Touchpoint
9.2.5.1.2 Germany Customer Experience Management Market by End User
9.2.5.2 France Customer Experience Management Market
9.2.5.2.1 France Customer Experience Management Market by Touchpoint
9.2.5.2.2 France Customer Experience Management Market by End User
9.2.5.3 Italy Customer Experience Management Market
9.2.5.3.1 Italy Customer Experience Management Market by Touchpoint
9.2.5.3.2 Italy Customer Experience Management Market by End User
9.2.5.4 United Kingdom Customer Experience Management Market
9.2.5.4.1 United Kingdom Customer Experience Management Market by Touchpoint
9.2.5.4.2 United Kingdom Customer Experience Management Market by End User
9.2.5.5 Russia Customer Experience Management Market
9.2.5.5.1 Russia Customer Experience Management Market by Touchpoint
9.2.5.5.2 Russia Customer Experience Management Market by End User
9.2.5.6 Rest of Europe Customer Experience Management Market
9.2.5.6.1 Rest of Europe Customer Experience Management Market by Touchpoint
9.2.5.6.2 Rest of Europe Customer Experience Management Market by End User
9.3. ASIA-PACIFIC
9.3.1 Asia-Pacific Customer Experience Management Market Overview
9.3.2 Asia-Pacific Customer Experience Management Market Forecasts and Analysis
9.3.3 Asia-Pacific Customer Experience Management Market Forecasts and Analysis - By Touchpoint
9.3.4 Asia-Pacific Customer Experience Management Market Forecasts and Analysis - By End User
9.3.5 Asia-Pacific Customer Experience Management Market Forecasts and Analysis - By Countries
9.3.5.1 Australia Customer Experience Management Market
9.3.5.1.1 Australia Customer Experience Management Market by Touchpoint
9.3.5.1.2 Australia Customer Experience Management Market by End User
9.3.5.2 China Customer Experience Management Market
9.3.5.2.1 China Customer Experience Management Market by Touchpoint
9.3.5.2.2 China Customer Experience Management Market by End User
9.3.5.3 India Customer Experience Management Market
9.3.5.3.1 India Customer Experience Management Market by Touchpoint
9.3.5.3.2 India Customer Experience Management Market by End User
9.3.5.4 Japan Customer Experience Management Market
9.3.5.4.1 Japan Customer Experience Management Market by Touchpoint
9.3.5.4.2 Japan Customer Experience Management Market by End User
9.3.5.5 South Korea Customer Experience Management Market
9.3.5.5.1 South Korea Customer Experience Management Market by Touchpoint
9.3.5.5.2 South Korea Customer Experience Management Market by End User
9.3.5.6 Rest of Asia-Pacific Customer Experience Management Market
9.3.5.6.1 Rest of Asia-Pacific Customer Experience Management Market by Touchpoint
9.3.5.6.2 Rest of Asia-Pacific Customer Experience Management Market by End User
9.4. MIDDLE EAST AND AFRICA
9.4.1 Middle East and Africa Customer Experience Management Market Overview
9.4.2 Middle East and Africa Customer Experience Management Market Forecasts and Analysis
9.4.3 Middle East and Africa Customer Experience Management Market Forecasts and Analysis - By Touchpoint
9.4.4 Middle East and Africa Customer Experience Management Market Forecasts and Analysis - By End User
9.4.5 Middle East and Africa Customer Experience Management Market Forecasts and Analysis - By Countries
9.4.5.1 South Africa Customer Experience Management Market
9.4.5.1.1 South Africa Customer Experience Management Market by Touchpoint
9.4.5.1.2 South Africa Customer Experience Management Market by End User
9.4.5.2 Saudi Arabia Customer Experience Management Market
9.4.5.2.1 Saudi Arabia Customer Experience Management Market by Touchpoint
9.4.5.2.2 Saudi Arabia Customer Experience Management Market by End User
9.4.5.3 U.A.E Customer Experience Management Market
9.4.5.3.1 U.A.E Customer Experience Management Market by Touchpoint
9.4.5.3.2 U.A.E Customer Experience Management Market by End User
9.4.5.4 Rest of Middle East and Africa Customer Experience Management Market
9.4.5.4.1 Rest of Middle East and Africa Customer Experience Management Market by Touchpoint
9.4.5.4.2 Rest of Middle East and Africa Customer Experience Management Market by End User
9.5. SOUTH AND CENTRAL AMERICA
9.5.1 South and Central America Customer Experience Management Market Overview
9.5.2 South and Central America Customer Experience Management Market Forecasts and Analysis
9.5.3 South and Central America Customer Experience Management Market Forecasts and Analysis - By Touchpoint
9.5.4 South and Central America Customer Experience Management Market Forecasts and Analysis - By End User
9.5.5 South and Central America Customer Experience Management Market Forecasts and Analysis - By Countries
9.5.5.1 Brazil Customer Experience Management Market
9.5.5.1.1 Brazil Customer Experience Management Market by Touchpoint
9.5.5.1.2 Brazil Customer Experience Management Market by End User
9.5.5.2 Argentina Customer Experience Management Market
9.5.5.2.1 Argentina Customer Experience Management Market by Touchpoint
9.5.5.2.2 Argentina Customer Experience Management Market by End User
9.5.5.3 Rest of South and Central America Customer Experience Management Market
9.5.5.3.1 Rest of South and Central America Customer Experience Management Market by Touchpoint
9.5.5.3.2 Rest of South and Central America Customer Experience Management Market by End User

10. INDUSTRY LANDSCAPE
10.1. MERGERS AND ACQUISITIONS
10.2. AGREEMENTS, COLLABORATIONS AND JOIN VENTURES
10.3. NEW PRODUCT LAUNCHES
10.4. EXPANSIONS AND OTHER STRATEGIC DEVELOPMENTS

11. CUSTOMER EXPERIENCE MANAGEMENT MARKET, KEY COMPANY PROFILES
11.1. ADOBE SYSTEMS
11.1.1. Key Facts
11.1.2. Business Description
11.1.3. Products and Services
11.1.4. Financial Overview
11.1.5. SWOT Analysis
11.1.6. Key Developments
11.2. AVAYA INC.
11.2.1. Key Facts
11.2.2. Business Description
11.2.3. Products and Services
11.2.4. Financial Overview
11.2.5. SWOT Analysis
11.2.6. Key Developments
11.3. CLARABRIDGE
11.3.1. Key Facts
11.3.2. Business Description
11.3.3. Products and Services
11.3.4. Financial Overview
11.3.5. SWOT Analysis
11.3.6. Key Developments
11.4. CHIME TECHNOLOGIES, INC.
11.4.1. Key Facts
11.4.2. Business Description
11.4.3. Products and Services
11.4.4. Financial Overview
11.4.5. SWOT Analysis
11.4.6. Key Developments
11.5. INMOMENT, INC.
11.5.1. Key Facts
11.5.2. Business Description
11.5.3. Products and Services
11.5.4. Financial Overview
11.5.5. SWOT Analysis
11.5.6. Key Developments
11.6. IBM CORPORATION
11.6.1. Key Facts
11.6.2. Business Description
11.6.3. Products and Services
11.6.4. Financial Overview
11.6.5. SWOT Analysis
11.6.6. Key Developments
11.7. NICE
11.7.1. Key Facts
11.7.2. Business Description
11.7.3. Products and Services
11.7.4. Financial Overview
11.7.5. SWOT Analysis
11.7.6. Key Developments
11.8. MARITZCX RESEARCH LLC
11.8.1. Key Facts
11.8.2. Business Description
11.8.3. Products and Services
11.8.4. Financial Overview
11.8.5. SWOT Analysis
11.8.6. Key Developments
11.9. MEDALLIA INC.
11.9.1. Key Facts
11.9.2. Business Description
11.9.3. Products and Services
11.9.4. Financial Overview
11.9.5. SWOT Analysis
11.9.6. Key Developments
11.10. QUALTRICS
11.10.1. Key Facts
11.10.2. Business Description
11.10.3. Products and Services
11.10.4. Financial Overview
11.10.5. SWOT Analysis
11.10.6. Key Developments

12. APPENDIX
12.1. ABOUT THE INSIGHT PARTNERS
12.2. GLOSSARY OF TERMS
The List of Companies

1. Adobe Systems
2.Avaya Inc.
3.Clarabridge
4.Chime Technologies, Inc.
5.InMoment, Inc.
6.IBM Corporation
7.NICE
8.MaritzCX Research LLC
9.Medallia Inc.
10.Qualtrics
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