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市場調查報告書
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1881604

客戶體驗管理市場－全球產業規模、佔有率、趨勢、機會和預測（按部署方式、接點、最終用戶、地區和競爭格局分類，2020-2030 年預測）

Customer Experience Management Market - Global Industry Size, Share, Trends, Opportunity, and Forecast Segmented By Deployment, By Touchpoint, By End-User, By Region, and By Competition, 2020-2030F
出版日期: | 出版商: TechSci Research | 英文 186 Pages | 商品交期: 2-3個工作天內

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簡介目錄

2024 年全球客戶體驗管理市場價值為 124.8 億美元，預計到 2030 年將以 12.74% 的複合年成長率成長至 256.3 億美元。客戶體驗管理 (CEM) 涵蓋了流程、技術和實踐的策略性實施，旨在監控、最佳化並持續提供貫穿客戶互動旅程所有接觸點的積極互動。

市場概覽
預測期 2026-2030
2024年市場規模 124.8億美元
2030年市場規模 256.3億美元
2025-2030年複合年成長率 12.74%
成長最快的細分市場 金融服務業
最大的市場 亞太地區

主要市場促進因素

主要市場挑戰

主要市場趨勢

目錄

第1章：產品概述

第2章：研究方法

第3章：執行概要

第4章：客戶之聲

第5章：全球客戶體驗管理市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 依部署方式（本機部署、雲端部署）
    • 按接觸點（呼叫中心、網站、行動裝置、應用程式、其他）
    • 按最終用戶分類（銀行、金融服務和保險、零售和消費品、IT和電信、醫療保健、其他）
    • 按地區
    • 按公司（2024 年）
  • 市場地圖

第6章：北美客戶體驗管理市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 北美洲：國家分析
    • 美國
    • 加拿大
    • 墨西哥

第7章：歐洲客戶體驗管理市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 歐洲：國家分析
    • 德國
    • 法國
    • 英國
    • 義大利
    • 西班牙

第8章：亞太地區客戶體驗管理市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 亞太地區：國家分析
    • 中國
    • 印度
    • 日本
    • 韓國
    • 澳洲

第9章：中東與非洲客戶體驗管理市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 中東和非洲：國家分析
    • 沙烏地阿拉伯
    • 阿拉伯聯合大公國
    • 南非

第10章：南美洲客戶體驗管理市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 南美洲：國家分析
    • 巴西
    • 哥倫比亞
    • 阿根廷

第11章：市場動態

  • 促進要素
  • 挑戰

第12章：市場趨勢與發展

  • 併購（如有）
  • 產品發布（如有）
  • 最新進展

第13章：全球顧客體驗管理市場：SWOT分析

第14章：波特五力分析

  • 產業競爭
  • 新進入者的潛力
  • 供應商議價能力
  • 顧客的力量
  • 替代產品的威脅

第15章：競爭格局

  • Adobe Inc.
  • Oracle Corporation
  • SAP SE
  • IBM Corporation
  • Avaya LLC
  • Verint Systems Inc.
  • Tech Mahindra Limited
  • Open Text Corporation
  • Zendesk, Inc.
  • Twilio Inc.

第16章：策略建議

第17章調查會社について,免責事項

簡介目錄
Product Code: 21723

The Global Customer Experience Management Market, valued at USD 12.48 Billion in 2024, is projected to experience a CAGR of 12.74% to reach USD 25.63 Billion by 2030. Customer Experience Management (CEM) encompasses the strategic implementation of processes, technologies, and practices designed to monitor, optimize, and consistently deliver positive interactions across all customer touchpoints throughout their engagement journey.

Market Overview
Forecast Period2026-2030
Market Size 2024USD 12.48 Billion
Market Size 2030USD 25.63 Billion
CAGR 2025-203012.74%
Fastest Growing SegmentBFSI
Largest MarketAsia Pacific

Key Market Drivers

The global Customer Experience Management market is significantly influenced by the escalating demand for personalized customer interactions. Customers increasingly expect companies to understand and adapt to their individual needs and preferences across all touchpoints, necessitating advanced data analytics and responsive engagement strategies to deliver tailored experiences. According to Salesforce's State of the AI-Connected Customer, 7th Edition, in 2024, 73% of customers feel brands treat them as unique individuals, a notable increase from 39% in 2023, highlighting the growing impact of personalization efforts.

Key Market Challenges

Addressing complex data privacy and security concerns represents a significant challenge directly impeding the growth of the Global Customer Experience Management market. Enterprises encounter substantial difficulties in effectively collecting, storing, and analyzing customer data, primarily due to stringent regulatory compliance frameworks and elevated consumer expectations surrounding data protection. This situation directly hinders organizations' capacity to cultivate a comprehensive understanding of their customers, which is essential for delivering personalized and unified interactions across various touchpoints.

Key Market Trends

This involves creating a unified and consistent experience for customers across all interaction points, whether digital or physical, such as websites, mobile applications, social media, and in-store engagements. The objective is to enable customers to transition effortlessly between channels without any loss of context, thereby improving their overall satisfaction and fostering loyalty. According to UniformMarket, in April 2025, 73% of retail shoppers were identified as omnichannel shoppers, indicating a widespread customer expectation for integrated experiences. Despite this demand, many businesses face challenges in implementation.

Key Market Players

  • Adobe Inc.
  • Oracle Corporation
  • SAP SE
  • IBM Corporation
  • Avaya LLC
  • Verint Systems Inc.
  • Tech Mahindra Limited
  • Open Text Corporation
  • Zendesk, Inc.
  • Twilio Inc.

Report Scope:

In this report, the Global Customer Experience Management Market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Customer Experience Management Market, By Deployment:

  • On-premise
  • Cloud

Customer Experience Management Market, By Touchpoint:

  • Call Center
  • Website
  • Mobile
  • Applications
  • Others

Customer Experience Management Market, By End-User:

  • BFSI
  • Retail & Consumer Goods
  • IT & Telecom
  • Healthcare
  • Others

Customer Experience Management Market, By Region:

  • North America
    • United States
    • Canada
    • Mexico
  • Europe
    • France
    • United Kingdom
    • Italy
    • Germany
    • Spain
  • Asia Pacific
    • China
    • India
    • Japan
    • Australia
    • South Korea
  • South America
    • Brazil
    • Argentina
    • Colombia
  • Middle East & Africa
    • South Africa
    • Saudi Arabia
    • UAE

Competitive Landscape

Company Profiles: Detailed analysis of the major companies presents in the Global Customer Experience Management Market.

Available Customizations:

Global Customer Experience Management Market report with the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

  • Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Product Overview

  • 1.1. Market Definition
  • 1.2. Scope of the Market
    • 1.2.1. Markets Covered
    • 1.2.2. Years Considered for Study
    • 1.2.3. Key Market Segmentations

2. Research Methodology

  • 2.1. Objective of the Study
  • 2.2. Baseline Methodology
  • 2.3. Key Industry Partners
  • 2.4. Major Association and Secondary Sources
  • 2.5. Forecasting Methodology
  • 2.6. Data Triangulation & Validation
  • 2.7. Assumptions and Limitations

3. Executive Summary

  • 3.1. Overview of the Market
  • 3.2. Overview of Key Market Segmentations
  • 3.3. Overview of Key Market Players
  • 3.4. Overview of Key Regions/Countries
  • 3.5. Overview of Market Drivers, Challenges, Trends

4. Voice of Customer

5. Global Customer Experience Management Market Outlook

  • 5.1. Market Size & Forecast
    • 5.1.1. By Value
  • 5.2. Market Share & Forecast
    • 5.2.1. By Deployment (On-premise, Cloud)
    • 5.2.2. By Touchpoint (Call Center, Website, Mobile, Applications, Others)
    • 5.2.3. By End-User (BFSI, Retail & Consumer Goods, IT & Telecom, Healthcare, Others)
    • 5.2.4. By Region
    • 5.2.5. By Company (2024)
  • 5.3. Market Map

6. North America Customer Experience Management Market Outlook

  • 6.1. Market Size & Forecast
    • 6.1.1. By Value
  • 6.2. Market Share & Forecast
    • 6.2.1. By Deployment
    • 6.2.2. By Touchpoint
    • 6.2.3. By End-User
    • 6.2.4. By Country
  • 6.3. North America: Country Analysis
    • 6.3.1. United States Customer Experience Management Market Outlook
      • 6.3.1.1. Market Size & Forecast
        • 6.3.1.1.1. By Value
      • 6.3.1.2. Market Share & Forecast
        • 6.3.1.2.1. By Deployment
        • 6.3.1.2.2. By Touchpoint
        • 6.3.1.2.3. By End-User
    • 6.3.2. Canada Customer Experience Management Market Outlook
      • 6.3.2.1. Market Size & Forecast
        • 6.3.2.1.1. By Value
      • 6.3.2.2. Market Share & Forecast
        • 6.3.2.2.1. By Deployment
        • 6.3.2.2.2. By Touchpoint
        • 6.3.2.2.3. By End-User
    • 6.3.3. Mexico Customer Experience Management Market Outlook
      • 6.3.3.1. Market Size & Forecast
        • 6.3.3.1.1. By Value
      • 6.3.3.2. Market Share & Forecast
        • 6.3.3.2.1. By Deployment
        • 6.3.3.2.2. By Touchpoint
        • 6.3.3.2.3. By End-User

7. Europe Customer Experience Management Market Outlook

  • 7.1. Market Size & Forecast
    • 7.1.1. By Value
  • 7.2. Market Share & Forecast
    • 7.2.1. By Deployment
    • 7.2.2. By Touchpoint
    • 7.2.3. By End-User
    • 7.2.4. By Country
  • 7.3. Europe: Country Analysis
    • 7.3.1. Germany Customer Experience Management Market Outlook
      • 7.3.1.1. Market Size & Forecast
        • 7.3.1.1.1. By Value
      • 7.3.1.2. Market Share & Forecast
        • 7.3.1.2.1. By Deployment
        • 7.3.1.2.2. By Touchpoint
        • 7.3.1.2.3. By End-User
    • 7.3.2. France Customer Experience Management Market Outlook
      • 7.3.2.1. Market Size & Forecast
        • 7.3.2.1.1. By Value
      • 7.3.2.2. Market Share & Forecast
        • 7.3.2.2.1. By Deployment
        • 7.3.2.2.2. By Touchpoint
        • 7.3.2.2.3. By End-User
    • 7.3.3. United Kingdom Customer Experience Management Market Outlook
      • 7.3.3.1. Market Size & Forecast
        • 7.3.3.1.1. By Value
      • 7.3.3.2. Market Share & Forecast
        • 7.3.3.2.1. By Deployment
        • 7.3.3.2.2. By Touchpoint
        • 7.3.3.2.3. By End-User
    • 7.3.4. Italy Customer Experience Management Market Outlook
      • 7.3.4.1. Market Size & Forecast
        • 7.3.4.1.1. By Value
      • 7.3.4.2. Market Share & Forecast
        • 7.3.4.2.1. By Deployment
        • 7.3.4.2.2. By Touchpoint
        • 7.3.4.2.3. By End-User
    • 7.3.5. Spain Customer Experience Management Market Outlook
      • 7.3.5.1. Market Size & Forecast
        • 7.3.5.1.1. By Value
      • 7.3.5.2. Market Share & Forecast
        • 7.3.5.2.1. By Deployment
        • 7.3.5.2.2. By Touchpoint
        • 7.3.5.2.3. By End-User

8. Asia Pacific Customer Experience Management Market Outlook

  • 8.1. Market Size & Forecast
    • 8.1.1. By Value
  • 8.2. Market Share & Forecast
    • 8.2.1. By Deployment
    • 8.2.2. By Touchpoint
    • 8.2.3. By End-User
    • 8.2.4. By Country
  • 8.3. Asia Pacific: Country Analysis
    • 8.3.1. China Customer Experience Management Market Outlook
      • 8.3.1.1. Market Size & Forecast
        • 8.3.1.1.1. By Value
      • 8.3.1.2. Market Share & Forecast
        • 8.3.1.2.1. By Deployment
        • 8.3.1.2.2. By Touchpoint
        • 8.3.1.2.3. By End-User
    • 8.3.2. India Customer Experience Management Market Outlook
      • 8.3.2.1. Market Size & Forecast
        • 8.3.2.1.1. By Value
      • 8.3.2.2. Market Share & Forecast
        • 8.3.2.2.1. By Deployment
        • 8.3.2.2.2. By Touchpoint
        • 8.3.2.2.3. By End-User
    • 8.3.3. Japan Customer Experience Management Market Outlook
      • 8.3.3.1. Market Size & Forecast
        • 8.3.3.1.1. By Value
      • 8.3.3.2. Market Share & Forecast
        • 8.3.3.2.1. By Deployment
        • 8.3.3.2.2. By Touchpoint
        • 8.3.3.2.3. By End-User
    • 8.3.4. South Korea Customer Experience Management Market Outlook
      • 8.3.4.1. Market Size & Forecast
        • 8.3.4.1.1. By Value
      • 8.3.4.2. Market Share & Forecast
        • 8.3.4.2.1. By Deployment
        • 8.3.4.2.2. By Touchpoint
        • 8.3.4.2.3. By End-User
    • 8.3.5. Australia Customer Experience Management Market Outlook
      • 8.3.5.1. Market Size & Forecast
        • 8.3.5.1.1. By Value
      • 8.3.5.2. Market Share & Forecast
        • 8.3.5.2.1. By Deployment
        • 8.3.5.2.2. By Touchpoint
        • 8.3.5.2.3. By End-User

9. Middle East & Africa Customer Experience Management Market Outlook

  • 9.1. Market Size & Forecast
    • 9.1.1. By Value
  • 9.2. Market Share & Forecast
    • 9.2.1. By Deployment
    • 9.2.2. By Touchpoint
    • 9.2.3. By End-User
    • 9.2.4. By Country
  • 9.3. Middle East & Africa: Country Analysis
    • 9.3.1. Saudi Arabia Customer Experience Management Market Outlook
      • 9.3.1.1. Market Size & Forecast
        • 9.3.1.1.1. By Value
      • 9.3.1.2. Market Share & Forecast
        • 9.3.1.2.1. By Deployment
        • 9.3.1.2.2. By Touchpoint
        • 9.3.1.2.3. By End-User
    • 9.3.2. UAE Customer Experience Management Market Outlook
      • 9.3.2.1. Market Size & Forecast
        • 9.3.2.1.1. By Value
      • 9.3.2.2. Market Share & Forecast
        • 9.3.2.2.1. By Deployment
        • 9.3.2.2.2. By Touchpoint
        • 9.3.2.2.3. By End-User
    • 9.3.3. South Africa Customer Experience Management Market Outlook
      • 9.3.3.1. Market Size & Forecast
        • 9.3.3.1.1. By Value
      • 9.3.3.2. Market Share & Forecast
        • 9.3.3.2.1. By Deployment
        • 9.3.3.2.2. By Touchpoint
        • 9.3.3.2.3. By End-User

10. South America Customer Experience Management Market Outlook

  • 10.1. Market Size & Forecast
    • 10.1.1. By Value
  • 10.2. Market Share & Forecast
    • 10.2.1. By Deployment
    • 10.2.2. By Touchpoint
    • 10.2.3. By End-User
    • 10.2.4. By Country
  • 10.3. South America: Country Analysis
    • 10.3.1. Brazil Customer Experience Management Market Outlook
      • 10.3.1.1. Market Size & Forecast
        • 10.3.1.1.1. By Value
      • 10.3.1.2. Market Share & Forecast
        • 10.3.1.2.1. By Deployment
        • 10.3.1.2.2. By Touchpoint
        • 10.3.1.2.3. By End-User
    • 10.3.2. Colombia Customer Experience Management Market Outlook
      • 10.3.2.1. Market Size & Forecast
        • 10.3.2.1.1. By Value
      • 10.3.2.2. Market Share & Forecast
        • 10.3.2.2.1. By Deployment
        • 10.3.2.2.2. By Touchpoint
        • 10.3.2.2.3. By End-User
    • 10.3.3. Argentina Customer Experience Management Market Outlook
      • 10.3.3.1. Market Size & Forecast
        • 10.3.3.1.1. By Value
      • 10.3.3.2. Market Share & Forecast
        • 10.3.3.2.1. By Deployment
        • 10.3.3.2.2. By Touchpoint
        • 10.3.3.2.3. By End-User

11. Market Dynamics

  • 11.1. Drivers
  • 11.2. Challenges

12. Market Trends & Developments

  • 12.1. Merger & Acquisition (If Any)
  • 12.2. Product Launches (If Any)
  • 12.3. Recent Developments

13. Global Customer Experience Management Market: SWOT Analysis

14. Porter's Five Forces Analysis

  • 14.1. Competition in the Industry
  • 14.2. Potential of New Entrants
  • 14.3. Power of Suppliers
  • 14.4. Power of Customers
  • 14.5. Threat of Substitute Products

15. Competitive Landscape

  • 15.1. Adobe Inc.
    • 15.1.1. Business Overview
    • 15.1.2. Products & Services
    • 15.1.3. Recent Developments
    • 15.1.4. Key Personnel
    • 15.1.5. SWOT Analysis
  • 15.2. Oracle Corporation
  • 15.3. SAP SE
  • 15.4. IBM Corporation
  • 15.5. Avaya LLC
  • 15.6. Verint Systems Inc.
  • 15.7. Tech Mahindra Limited
  • 15.8. Open Text Corporation
  • 15.9. Zendesk, Inc.
  • 15.10. Twilio Inc.

16. Strategic Recommendations

17. About Us & Disclaimer