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市場調查報告書
商品編碼
1866502

客戶經驗管理市場－2025-2030 年預測

Customer Experience Management Market - Forecasts from 2025 to 2030
出版日期: | 出版商: Knowledge Sourcing Intelligence | 英文 149 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

客戶經驗管理市場預計將從 2025 年的 159.13 億美元成長到 2030 年的 327.09 億美元，複合年成長率為 15.50%。

全球客戶經驗管理 (CEM) 市場正經歷顯著成長，這主要得益於各行業競爭的加劇以及企業對理解和回應不斷變化的客戶需求的日益重視。企業正優先考慮改善客戶體驗，以擴大基本客群並增加收入，從而推高了對先進 CEM 解決方案的需求。智慧型手機的普及、連網設備數量的成長以及網路滲透率的提高，為企業與客戶互動、收集回饋和製定有效策略創造了有利環境，進一步推動了市場擴張。

市場促進因素

智慧型手機和連網裝置的普及

智慧型手機和連網裝置的快速普及以及網際網路的日益普及是客戶體驗管理 (CEM) 市場的主要驅動力。這些技術使企業能夠與客戶即時互動、收集寶貴的回饋並實現個人化體驗。透過行動平台分析客戶行為的能力，使企業能夠客製化產品和服務，從而推動了對利用數據分析和即時互動工具來提升客戶滿意度和忠誠度的 CEM 解決方案的需求。

零售業的快速成長

零售業的擴張顯著推動了客戶體驗管理（CEM）市場的成長。為了在競爭激烈的市場環境中脫穎而出，零售商正加速採用CEM解決方案，致力於提供無縫銜接且個人化的購物體驗。透過整合基於CEM平台的全通路策略，零售商可以跨越線上線下觸點與客戶互動，從而提高客戶維繫並促進銷售成長。這一趨勢在電子商務領域尤其明顯，因為客戶體驗是該領域的關鍵競爭因素。

市場限制

日益成長的隱私和安全擔憂

客戶體驗管理 (CEM) 市場面臨的一項關鍵挑戰是日益成長的資料隱私和安全問題。隨著企業收集和分析大量客戶數據，遵守 GDPR 等嚴格法規至關重要。安全漏洞和不當處理客戶資料會削弱信任，阻礙 CEM 解決方案的普及，尤其是在資料保護法律嚴格的地區。解決這些問題需要強力的安全措施，這會增加供應商和企業的實施成本。

市場機遇

隨著各行各業的公司都將以客戶為中心的策略置於優先地位，客戶體驗管理 (CEM) 市場蘊藏著巨大的機會。將人工智慧和機器學習等先進技術整合到 CEM 平台中，將增強預測分析和情感分析等功能，從而更深入地了解客戶行為。新興市場網際網路普及率不斷提高，零售業蓬勃發展，為 CEM 的應用提供了沃土，吸引新的供應商並推動創新。

區域展望

雖然該報告並未具體分類區域，但由於北美和歐洲擁有先進的數位基礎設施和以客戶為中心的技術高度普及，它們很可能主導客戶體驗管理（CEM）市場。亞太地區預計將迎來快速成長，這得益於零售業的擴張、智慧型手機普及率的提高以及中國和印度等國家日益增強的數位化。

主要企業

客戶體驗管理 (CEM) 市場的主要參與者包括 Adob​​e Systems、 Oracle、IBM、Avaya、NICE、Nokia、OpenText、Verint Systems、Maritz CX、Medallia、Qualtrics 和 InMoment 等。這些公司正利用創新、策略夥伴關係和先進的分析技術來鞏固其市場地位，並滿足不斷變化的客戶期望。

產業展望

受行動技術普及、零售業擴張以及對個人化客戶體驗需求的推動，客戶體驗管理 (CEM) 市場預計將持續成長。儘管隱私和安全問題構成挑戰，但安全人工智慧解決方案的進步以及新興市場的機會將推動市場強勁擴張，幫助企業提升客戶忠誠度並實現營收成長。

本報告的主要優勢：

  • 深入分析：取得以客戶群、政府政策和社會經濟因素、消費者偏好、垂直產業和其他細分市場為重點的深入市場洞察，涵蓋主要地區和新興地區。
  • 競爭格局：了解主要企業採取的策略舉措，並了解透過正確的策略打入市場的潛力。
  • 市場促進因素與未來趨勢：探索動態因素和關鍵市場趨勢，以及它們將如何塑造未來的市場發展。
  • 可執行的建議：利用洞察力為策略決策提供訊息，從而在動態環境中開拓新的業務管道和收入來源。
  • 受眾範圍廣：對新興企業、研究機構、顧問公司、中小企業和大型企業都有益處且經濟高效。

它是用來做什麼的？

產業與市場洞察、商業機會評估、產品需求預測、打入市場策略、地理擴張、資本投資決策、法律規範及其影響、新產品開發、競爭影響

分析範圍

  • 歷史資料（2022-2024 年）和預測資料（2025-2030 年）
  • 成長機會、挑戰、供應鏈前景、法規結構、客戶行為和趨勢分析
  • 競爭對手定位、策略和市場佔有率分析
  • 按業務板塊和地區（國家）分類的收入成長和預測分析
  • 公司概況（策略、產品、財務資訊、關鍵趨勢等）

目錄

第1章執行摘要

第2章市場概述

  • 市場概覽
  • 市場定義
  • 分析範圍
  • 市場區隔

第3章 商業情境

  • 市場促進因素
  • 市場限制
  • 市場機遇
  • 波特五力分析
  • 產業價值鏈分析
  • 政策和法規
  • 策略建議

第4章 技術展望

第5章客戶經驗管理市場：依產品/服務分類

  • 介紹
  • 解決方案
    • 客戶分析
    • 回饋管理
    • 客戶旅程圖
    • 全通路互動解決方案
    • 客服中心解決方案
    • 社群媒體監控工具
  • 服務
    • 專業服務
    • 託管服務

第6章 以部署方式分類的客戶經驗管理市場

  • 介紹
  • 本地部署
  • 雲
  • 混合

第7章 以最終用戶產業分類的客戶經驗管理市場

  • 介紹
  • 銀行、金融服務和保險業 (BFSI)
  • 通訊與科技
  • 零售與電子商務
  • 飯店業
  • 醫學與生命科​​學
  • 政府/公共部門
  • 製造業
  • 教育
  • 其他

第8章客戶經驗管理市場：按地區分類

  • 介紹
  • 北美洲
    • 透過提供的內容
    • 透過部署方法
    • 按最終用戶行業分類
    • 按國家/地區
      • 美國
      • 加拿大
      • 墨西哥
  • 南美洲
    • 透過提供的內容
    • 透過部署方法
    • 按最終用戶行業分類
    • 按國家/地區
      • 巴西
      • 阿根廷
      • 其他
  • 歐洲
    • 透過提供的內容
    • 透過部署方法
    • 按最終用戶行業分類
    • 按國家/地區
      • 英國
      • 德國
      • 法國
      • 西班牙
      • 其他
  • 中東和非洲
    • 透過提供的內容
    • 透過部署方法
    • 按最終用戶行業分類
    • 按國家/地區
      • 沙烏地阿拉伯
      • 阿拉伯聯合大公國
      • 其他
  • 亞太地區
    • 透過提供的內容
    • 透過部署方法
    • 按最終用戶行業分類
    • 按國家/地區
      • 中國
      • 日本
      • 印度
      • 韓國
      • 台灣
      • 其他

第9章：競爭格局與分析

  • 主要企業和策略分析
  • 市佔率分析
  • 企業合併、協議、商業合作
  • 競爭對手儀錶板

第10章：公司簡介

  • Adobe Systems Incorporated
  • Oracle Corporation
  • IBM Corporation
  • SAP SE
  • Medallia, Inc.
  • Qualtrics International Inc.
  • InMoment, Inc.
  • NICE Ltd.
  • Verint Systems Inc.
  • Avaya Holdings Corp.

第11章附錄

  • 貨幣
  • 先決條件
  • 基準年和預測年時間表
  • 相關人員的主要收益
  • 分析方法
  • 簡稱
簡介目錄
Product Code: KSI061611806

The Customer Experience Management Market is set to surge from USD 15.913 billion in 2025 to USD 32.709 billion by 2030, with a 15.50% CAGR.

The global Customer Experience Management (CEM) market is experiencing significant growth, driven by intensifying competition across industries and a heightened focus on understanding and meeting evolving customer needs. Companies are prioritizing enhanced customer experiences to expand their customer base and boost revenues, increasing the demand for sophisticated CEM solutions. The widespread adoption of smartphones, connected devices, and internet penetration is creating a favorable environment for businesses to engage with customers, collect feedback, and strategize effectively, further propelling market expansion.

Market Drivers

Proliferation of Smartphones and Connected Devices

The rapid increase in smartphone and connected device usage, coupled with growing internet accessibility, is a key driver of the CEM market. These technologies enable businesses to interact with customers in real time, gather valuable feedback, and personalize experiences. The ability to analyze customer behavior through mobile platforms allows companies to tailor offerings, driving demand for CEM solutions that leverage data analytics and real-time engagement tools to enhance customer satisfaction and loyalty.

Rapid Growth of the Retail Industry

The retail sector's expansion is significantly contributing to the CEM market's growth. Retailers are increasingly adopting CEM solutions to differentiate themselves in a competitive landscape, focusing on delivering seamless and personalized shopping experiences. The integration of omnichannel strategies, powered by CEM platforms, enables retailers to engage customers across physical and digital touchpoints, improving retention and driving sales. This trend is particularly strong in e-commerce, where customer experience is a critical competitive factor.

Market Restraints

Growing Privacy and Security Concerns

A major challenge for the CEM market is the rising concern over data privacy and security. As businesses collect and analyze vast amounts of customer data, compliance with stringent regulations, such as GDPR, becomes critical. Security breaches or mishandling of customer data can erode trust and hinder adoption of CEM solutions, particularly in regions with rigorous data protection laws. These concerns necessitate robust security measures, increasing implementation costs for providers and enterprises.

Market Opportunities

The CEM market presents significant opportunities as companies across industries prioritize customer-centric strategies. The integration of advanced technologies, such as artificial intelligence and machine learning, into CEM platforms enhances capabilities like predictive analytics and sentiment analysis, offering deeper insights into customer behavior. Emerging markets with increasing internet penetration and retail growth provide fertile ground for CEM adoption, attracting new vendors and fostering innovation.

Geographical Outlook

While the report does not specify regional segmentation, North America and Europe are likely to dominate the CEM market due to advanced digital infrastructure and high adoption of customer-centric technologies. Asia-Pacific is expected to exhibit rapid growth, driven by expanding retail sectors, rising smartphone penetration, and increasing digitalization in countries like China and India.

Key Players

Major players in the CEM market include Adobe Systems, Oracle, IBM, Avaya, NICE, Nokia, Opentext, Verint Systems, MaritzCX, Medallia, Qualtrics, and InMoment. These companies leverage innovation, strategic partnerships, and advanced analytics to strengthen their market positions and meet evolving customer expectations.

Industry Outlook

The CEM market is set for sustained growth, driven by mobile technology proliferation, retail sector expansion, and the need for personalized customer experiences. While privacy and security concerns pose challenges, advancements in secure, AI-driven solutions and opportunities in emerging markets position the market for robust expansion, enabling businesses to enhance customer loyalty and drive revenue growth.

Key Benefits of this Report:

  • Insightful Analysis: Gain detailed market insights covering major as well as emerging geographical regions, focusing on customer segments, government policies and socio-economic factors, consumer preferences, industry verticals, and other sub-segments.
  • Competitive Landscape: Understand the strategic maneuvers employed by key players globally to understand possible market penetration with the correct strategy.
  • Market Drivers & Future Trends: Explore the dynamic factors and pivotal market trends and how they will shape future market developments.
  • Actionable Recommendations: Utilize the insights to exercise strategic decisions to uncover new business streams and revenues in a dynamic environment.
  • Caters to a Wide Audience: Beneficial and cost-effective for startups, research institutions, consultants, SMEs, and large enterprises.

What do businesses use our reports for?

Industry and Market Insights, Opportunity Assessment, Product Demand Forecasting, Market Entry Strategy, Geographical Expansion, Capital Investment Decisions, Regulatory Framework & Implications, New Product Development, Competitive Intelligence

Report Coverage:

  • Historical data from 2022 to 2024 & forecast data from 2025 to 2030
  • Growth Opportunities, Challenges, Supply Chain Outlook, Regulatory Framework, and Trend Analysis
  • Competitive Positioning, Strategies, and Market Share Analysis
  • Revenue Growth and Forecast Assessment of segments and regions including countries
  • Company Profiling (Strategies, Products, Financial Information, and Key Developments among others.

Segmentation

By Offering

  • Solutions
  • Customer Analytics
  • Feedback Management
  • Customer Journey Mapping
  • Omnichannel Engagement Solutions
  • Contact Center Solutions
  • Social Media Monitoring Tools
  • Services
  • Professional Services
  • Managed Services

By Deployment Model

  • On-Premise
  • Cloud
  • Hybrid

By End-User Industry

  • BFSI
  • Communication and Technology
  • Retail & E-commerce
  • Hospitality
  • Healthcare & Life Sciences
  • Government & Public Sector
  • Manufacturing
  • Education
  • Others

By Geography

  • North America
  • USA
  • Canada
  • Mexico
  • South America
  • Brazil
  • Argentina
  • Others
  • Europe
  • United Kingdom
  • Germany
  • France
  • Spain
  • Others
  • Middle East and Africa
  • Saudi Arabia
  • UAE
  • Others
  • Asia Pacific
  • China
  • Japan
  • India
  • South Korea
  • Taiwan
  • Others

TABLE OF CONTENTS

1. EXECUTIVE SUMMARY

2. MARKET SNAPSHOT

  • 2.1. Market Overview
  • 2.2. Market Definition
  • 2.3. Scope of the Study
  • 2.4. Market Segmentation

3. BUSINESS LANDSCAPE

  • 3.1. Market Drivers
  • 3.2. Market Restraints
  • 3.3. Market Opportunities
  • 3.4. Porter's Five Forces Analysis
  • 3.5. Industry Value Chain Analysis
  • 3.6. Policies and Regulations
  • 3.7. Strategic Recommendations

4. TECHNOLOGICAL OUTLOOK

5. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY OFFERING

  • 5.1. Introduction
  • 5.2. Solutions
    • 5.2.1. Customer Analytics
    • 5.2.2. Feedback Management
    • 5.2.3. Customer Journey Mapping
    • 5.2.4. Omnichannel Engagement Solutions
    • 5.2.5. Contact Center Solutions
    • 5.2.6. Social Media Monitoring Tools
  • 5.3. Services
    • 5.3.1. Professional Services
    • 5.3.2. Managed Services

6. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY DEPLOYMENT MODEL

  • 6.1. Introduction
  • 6.2. On-Premise
  • 6.3. Cloud
  • 6.4. Hybrid

7. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY END-USER INDUSTRY

  • 7.1. Introduction
  • 7.2. BFSI
  • 7.3. Communication and Technology
  • 7.4. Retail & E-commerce
  • 7.5. Hospitality
  • 7.6. Healthcare & Life Sciences
  • 7.7. Government & Public Sector
  • 7.8. Manufacturing
  • 7.9. Education
  • 7.10. Others

8. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY GEOGRAPHY

  • 8.1. Introduction
  • 8.2. North America
    • 8.2.1. By Offering
    • 8.2.2. By Deployment Model
    • 8.2.3. By End-User Industry
    • 8.2.4. By Country
      • 8.2.4.1. USA
      • 8.2.4.2. Canada
      • 8.2.4.3. Mexico
  • 8.3. South America
    • 8.3.1. By Offering
    • 8.3.2. By Deployment Model
    • 8.3.3. By End-User Industry
    • 8.3.4. By Country
      • 8.3.4.1. Brazil
      • 8.3.4.2. Argentina
      • 8.3.4.3. Others
  • 8.4. Europe
    • 8.4.1. By Offering
    • 8.4.2. By Deployment Model
    • 8.4.3. By End-User Industry
    • 8.4.4. By Country
      • 8.4.4.1. United Kingdom
      • 8.4.4.2. Germany
      • 8.4.4.3. France
      • 8.4.4.4. Spain
      • 8.4.4.5. Others
  • 8.5. Middle East and Africa
    • 8.5.1. By Offering
    • 8.5.2. By Deployment Model
    • 8.5.3. By End-User Industry
    • 8.5.4. By Country
      • 8.5.4.1. Saudi Arabia
      • 8.5.4.2. UAE
      • 8.5.4.3. Others
  • 8.6. Asia Pacific
    • 8.6.1. By Offering
    • 8.6.2. By Deployment Model
    • 8.6.3. By End-User Industry
    • 8.6.4. By Country
      • 8.6.4.1. China
      • 8.6.4.2. Japan
      • 8.6.4.3. India
      • 8.6.4.4. South Korea
      • 8.6.4.5. Taiwan
      • 8.6.4.6. Others

9. COMPETITIVE ENVIRONMENT AND ANALYSIS

  • 9.1. Major Players and Strategy Analysis
  • 9.2. Market Share Analysis
  • 9.3. Mergers, Acquisitions, Agreements, and Collaborations
  • 9.4. Competitive Dashboard

10. COMPANY PROFILES

  • 10.1. Adobe Systems Incorporated
  • 10.2. Oracle Corporation
  • 10.3. IBM Corporation
  • 10.4. SAP SE
  • 10.5. Medallia, Inc.
  • 10.6. Qualtrics International Inc.
  • 10.7. InMoment, Inc.
  • 10.8. NICE Ltd.
  • 10.9. Verint Systems Inc.
  • 10.10. Avaya Holdings Corp.

11. APPENDIX

  • 11.1. Currency
  • 11.2. Assumptions
  • 11.3. Base and Forecast Years Timeline
  • 11.4. Key benefits for the stakeholders
  • 11.5. Research Methodology
  • 11.6. Abbreviations