Market Overview

$32.4 Bn Customer Experience Management (CEM) Market 2018 - Global Forecast to 2025


$32.4 Bn Customer Experience Management (CEM) Market 2018 - Global Forecast to 2025

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DUBLIN, Aug. 31, 2018 /PRNewswire/ --

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The "Customer Experience Management (CEM) Market Size, Share & Trends Analysis Report By Analytical Tool, By Touch Point Type (Call Centers, Mobile, Email, Social Media), By Deployment, By End-User, And Segment Forecasts, 2018 - 2025" report has been added to's offering.

The global customer experience management market size is expected to reach USD 32.49 billion by 2025, progressing at a CAGR of 22.9% during the forecast period.

Growing focus of business organizations on retaining their customers by providing consistent and enhanced customer experience across multiple channels is one of the key trends stimulating market growth.

Cloud-based implementation of customer experience management is expected to gain traction over the forecast period. This growth can be attributed to rising number of organizations using cloud deployment models at their contact center to effectively engage customers across different channels such as mobile, email, call center, social media, and chat.

The retail sector is one of the largest end-users segment of customer experience management software. Retailers are actively focusing on delivering enhanced customer experience while buying and interacting with the brand or the company. In current era, customers are relying on different technology to get information and to make their purchase decision. Retail companies are using structured analytics CEM technology to maintain detailed information about their customer's profile. By collecting this customer information from different touch points such as web, mobile, social and media, retail companies can get the idea about their customer preferences by analyzing their personalized insights. Using this crucial information, the retailers can deliver personalized and superior customer experience in turn gain loyal customer relationship.

Further key findings from the report suggest:

  • On the basis of touch point, the call center segment was the largest segment in 2016 and is anticipated to generate revenue of over USD 1.70 billion by 2025.
  • Based on analytical tools, speech analytics is estimated to be at the forefront of the market throughout the forecast horizon
  • The customer experience management market in the BFSI sector is anticipated to cross the USD 7.33 billion mark by 2025
  • Asia Pacific is projected to witness substantial growth over the forecast period. The growth can be attributed to growing adoption of CEM techniques among various end-user industries. The regional market is expected to rise at a CAGR of 24.7% from 2017 to 2025
  • Key players include IBM Corporation; Oracle Corporation; Adobe Systems Incorporated; Nokia Networks; and Avaya, Inc.

Key Topics Covered:

Chapter 1 Methodology and Scope
1.1 Research Methodology
1.2 Research Scope & Assumptions
1.3 List of Data Sources

Chapter 2 Executive Summary

Chapter 3 Market Snapshot
3.1 Customer experience management (CEM) - Market snapshot & key buying criteria, 2014 - 2025
3.1.1 Global CEM market, 2014 - 2025

Chapter 4 Industry Outlook
4.1 Market Segmentation
4.2 Customer Experience Management - Market Size and Growth Prospects
4.3 Customer Experience Management (CEM) - Value Chain Analysis
4.4 Market Dynamics
4.4.1 Market driver analysis Proliferation of digital technology Increasing necessity for customer retention by reducing customer churn out rate Growing demand for cloud based CEM in SMBs
4.4.2 Market restraint analysis Inconsistent customer experience across multiple channel
4.4.3 Industry Analysis - Porter's
4.5 Penetration & Growth Prospect Mapping
4.6 Key Company Analysis, 2016
4.7 Application Security - PESTEL Analysis

Chapter 5 Market Categorization 1: Analytical Tools Estimates & Trend Analysis
5.1 CEM Market: Analytical Movement Analysis
5.1.1 Enterprise Feed Management (EFM) Software
5.1.2 Speech Analytics
5.1.3 Text analytics
5.1.4 Web Analytics
5.1.5 Other Analytics

Chapter 6 Market Categorization 2: Touch Point Type Estimates & Trend Analysis
6.1 CEM Market: Touch Point Type Movement Analysis
6.1.1 Store /branch
6.1.2 Call Centre
6.1.3 Social Media
6.1.4 Email
6.1.5 Mobile
6.1.6 Web services
6.1.7 Other touch point

Chapter 7 Market Categorization 3: Deployment Estimates & Trend Analysis
7.1 CEM Market: Deployment Movement Analysis
7.1.1 Cloud
7.1.2 On Premise

Chapter 8 Market Categorization 6: End user Estimates & Trend Analysis
8.1 CEM Market: End-user Movement Analysis
8.1.1 BFSI
8.1.2 Retail
8.1.3 Healthcare
8.1.4 IT & Telecom
8.1.5 Manufacturing
8.1.6 Government, Energy & Utilities
8.1.7 Other end-user segment

Chapter 9 Market Categorization 3: Regional Estimates & Trend Analysis
9.1 CEM Market Share by Region, 2015 & 2024
9.1.1 North America U.S. Canada
9.1.2 Europe U.K. Germany France
9.1.3 Asia Pacific China India Japan
9.1.4 Latin America Brazil Mexico
9.1.5 MEA

Chapter 10 Competitive Landscape

  • Adobe System Incorporated
  • Avaya, Inc.
  • CA Technologies
  • Chime Technologies Inc
  • Clarabridge
  • FreshworksInc
  • IBM Corporation
  • Medallia
  • Nokia Networks
  • Opentext
  • Oracle Corporation
  • Qualtrics
  • SAP SE
  • SAS Institute Inc
  • Qualtrics
  • Tech Mahindra
  • Verint System Inc
  • Zendesk Inc
  • Genesys

For more information about this report visit

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