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市場調查報告書
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1733274

客戶經驗管理全球市場規模（按分析工具、接觸點、最終用戶、區域覆蓋範圍和預測）

Global Customer Experience Management Market Size By Analytical Tools (Enterprise Feedback Management Software, Speech Analytics, Text Analytics, Web Analytics & Content Management), By Touchpoint, By End-User, By Geographic Scope And Forecast
出版日期: | 出版商: Verified Market Research | 英文 202 Pages | 商品交期: 2-3個工作天內

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簡介目錄

客戶經驗管理市場規模與預測

2024 年客戶經驗管理市場規模價值 141.2 億美元，預計到 2032 年將達到 441.5 億美元，在 2026-2032 年預測期內的複合年成長率為 16.90%。

  • 客戶經驗管理 (CXM 或 CEM) 是一種整體方法，專注於透過有針對性的行銷策略和技巧來增強客戶互動、滿意度和整體體驗。
  • 透過了解客戶需求並實施跨職能策略，我們培養了以客戶為中心的文化，從而提高滿意度、忠誠度和擁護度。 CXM 不僅僅是一種行銷工具；其目標是實現以客戶為組織核心的數位轉型。這個理念涉及透過所有管道個性化整個客戶旅程並即時協調。
  • 有效的 CXM 專注於顧客與品牌互動時的感受，進而影響認知和忠誠度。從公司網站到客戶服務到廣告，每個接觸點的正面體驗都會對客戶忠誠度和品牌擁護產生巨大影響。
  • 研究表明，顧客願意為獲得良好的體驗支付更多費用，並且更有可能在積極的互動後保持忠誠並推薦品牌。 CXM 還可以幫助公司在競爭激烈的市場中脫穎而出，而客戶經驗往往是關鍵的差異化因素。
  • 合適的 CXM 軟體可以收集和分析客戶數據以確定需要改進的領域，最終提高客戶滿意度並培養長期忠誠度。

全球客戶經驗管理市場動態

影響全球客戶經驗管理市場的關鍵市場動態是：

關鍵市場促進因素

  • 人工智慧和機器學習的採用率不斷提高：人工智慧和機器學習在客戶經驗管理解決方案中的整合將使企業能夠預測客戶行為並個性化互動，從而提高客戶滿意度和忠誠度。
  • 全通路客戶經驗的興起：為了滿足客戶在社群媒體、行動應用程式、網站和實體店等多個接觸點的期望，企業越來越注重提供無縫的全通路體驗。根據《哈佛商業評論》的一項研究，73% 的顧客在購物過程中使用多種管道。此外，使用四個或更多管道的顧客與僅使用一個管道的顧客相比，店內消費額高出 9%。
  • 數據分析對於客戶洞察的重要性日益增加：企業正在利用先進的數據分析工具來更深入地了解客戶的行為、偏好和需求，從而能夠制定更有針對性和更有效的客戶經驗策略。

主要問題

  • 資料隱私和安全問題：數位平台在客戶經驗管理中的使用日益增多，引發了人們對資料隱私和安全的擔憂，這可能會限制對這些系統的採用和信任。根據2021年泰雷茲資料威脅報告，45%的美國公司在過去一年中遭遇資料外洩或未能通過合規審核。這凸顯了資料安全問題的普遍性，這些問題可能會影響客戶經驗管理工作。
  • 嚴格的政府法規：各地區正在實施嚴格的資料保護條例，這對企業有效管理和利用客戶資料進行體驗管理提出了挑戰。 Gartner 研究預測，到 2023 年，全球 65% 的人口的資料將受到現代隱私法規的保護，而 2020 年這一比例僅為 10%。監管範圍的快速擴大對全球客戶經驗管理策略提出了重大挑戰。
  • 與舊舊有系統整合的挑戰：許多企業在將現代客戶經驗管理解決方案與現有舊有系統整合時面臨困難，導致資料分割和客戶經驗不一致。根據 MuleSoft 的一項調查，85% 的 IT 決策者認為整合挑戰正在減緩他們的數位轉型努力。這顯示普遍存在的整合問題阻礙了有效的客戶經驗管理。

主要趨勢

  • 人工智慧個人化的興起：企業現在正在使用人工智慧和機器學習來跨接觸點提供超個人化的客戶經驗。根據 Salesforce 的報告，52% 的客戶希望優惠始終個人化，高於 2019 年的 49%。此外，埃森哲透露，91% 的消費者更有可能選擇能夠識別、記住並提供相關優惠和推薦的品牌。
  • 更重視客戶之聲 (VoC) 計畫：本公司更重視 VoC 計劃，以便即時收集、分析和處理客戶回饋，從而改善產品和服務。根據 Gartner 的研究，到 2025 年，60% 擁有客戶之聲 (VoC) 計畫的公司將透過分析客戶語音和文字互動來補充傳統調查。這一數字比 2021 年的略低於 15% 有所上升。
  • 客戶資料平台 (CDP) 的採用日益廣泛：客戶資料平台正被用於整合來自不同來源的客戶資料並為每個客戶創建單一、全面的視圖，從而實現更好的體驗管理。

目錄

第1章 引言

  • 市場定義
  • 市場區隔
  • 調查時間表
  • 先決條件
  • 限制

第2章調查方法

  • 資料探勘
  • 二次研究
  • 初步研究
  • 專家建議
  • 品質檢查
  • 最終審核
  • 數據三角測量
  • 自下而上的方法
  • 自上而下的方法
  • 調查流程
  • 資料來源

第3章執行摘要

  • 全球客戶經驗管理市場概覽
  • 2021 年至 2030 年全球客戶經驗管理市場規模及預測
  • 全球客戶經驗管理市場的生態地圖
  • 競爭分析：漏斗圖
  • 全球客戶經驗管理市場的絕對商機
  • 全球客戶經驗管理市場吸引力區域分析
  • 分析工具對全球客戶經驗管理市場吸引力進行分析
  • Touchpoint 的全球客戶經驗管理市場吸引力分析
  • 全球客戶經驗管理市場吸引力分析（按最終用戶）
  • 全球客戶經驗管理市場（按地區）分析
  • 分析工具的全球客戶經驗管理市場
  • Touchpoint 的全球客戶經驗管理市場
  • 全球客戶經驗管理市場（按最終用戶）
  • 未來市場機會
  • 產品生命線

第4章 市場展望

  • 全球客戶經驗管理市場的變化
  • 全球客戶經驗管理市場展望
  • 市場促進因素
    • 數位轉型努力正在成​​為全球客戶經驗管理市場的催化劑。
    • 對客戶維繫的日益關注正在推動全球客戶經驗管理市場的發展
  • 市場限制
    • 資料安全和隱私問題對全球客戶經驗管理市場構成挑戰
    • 舊有系統的挑戰正在全球客戶經驗管理市場中造成複雜性障礙
  • 市場機會
    • 人工智慧客戶服務的興起正在徹底改變客戶經驗管理市場
    • 全球擴張與市場滲透提升全球客戶經驗
  • 市場趨勢
    • 超個人化在 CEM 市場創造獨特的客戶經驗
    • 強調情緒智商是改變全球客戶經驗管理市場的趨勢
  • 波特五力分析
    • 新進入者的威脅 - 中等
    • 替代品的威脅－低至中等
    • 供應商的議價能力－低到中等
    • 買方議價能力—中到高
    • 競爭對手之間的競爭強度 - 高
  • 宏觀經濟分析
  • 價值鏈分析
  • 定價分析

第5章 市場分析工具

  • 概述
  • 分析工具的全球客戶經驗管理市場
  • 企業回饋管理 (EFM) 軟體
  • 語音分析
  • 文字分析
  • 網站分析與內容管理
  • 其他分析

第6章：依接觸點行銷

  • 概述
  • Touchpoint 的全球客戶經驗管理市場
  • Web 服務
  • 客服中心
  • 移動的
  • 社群媒體平台
  • 電子郵件
  • 其他

第7章 終端用戶市場

  • 概述
  • 全球客戶經驗管理市場（按最終用戶）
  • 零售
  • BFSI
  • 衛生保健
  • 資訊科技和電信
  • 製造業
  • 政府
  • 能源與公共產業
  • 其他

第8章 區域市場

  • 概述
  • 美國
    • 美國市場概述
  • 中美洲
    • 中美洲市場概述
    • 瓜地馬拉
    • 巴拿馬
    • 哥斯大黎加
    • 中美洲其他地區
  • 拉丁美洲
    • 拉丁美洲市場概述
    • 巴西
    • 阿根廷
    • 其他拉丁美洲
  • 中東
    • 中東市場概述
    • 沙烏地阿拉伯
    • 阿拉伯聯合大公國
    • 其他中東地區
  • 行（其他）

第9章 競爭態勢

  • 概述
  • 市場排名分析
  • 區域足跡
  • 公司在各行業的足跡
  • 王牌矩陣
    • 積極的
    • 前線
    • 新興
    • 創新者

第10章 公司簡介

  • WENUPCX
  • AVAYA LLC
  • SAPIENS INTERNATIONAL
  • FRESHWORKS INC.
  • TRACK.CO
  • GENESYS
  • SEIDOR
  • OPEN TEXT CORPORATION
  • APEX AMERICA
  • MEDALLIA
  • SERVICE MANAGEMENT GROUP（SMG）
  • KONECTA GROUP
  • QUALTRICS
  • ITERUM CONNECTIONS
  • VERINT SYSTEMS INC.
簡介目錄
Product Code: 34054

Customer Experience Management Market Size And Forecast

The Customer Experience Management Market size was valued at USD 14.12 Billion in 2024 and is projected to reach USD 44.15 Billion by 2032, growing at a CAGR of 16.90% from 2026 to 2032.

  • Customer Experience Management (CXM or CEM) is a comprehensive approach focused on enhancing customer interactions, satisfaction, and overall experience through targeted marketing strategies and technology.
  • It involves understanding customer needs and implementing cross-functional strategies to foster a customer-centric culture that drives satisfaction, loyalty, and advocacy. CXM extends beyond mere marketing tools, aiming for a digital transformation that places customers at the heart of an organization. This philosophy involves personalizing and orchestrating the entire customer journey across all channels in real time.
  • Effective CXM focuses on how customers feel during their interactions with a brand, impacting their perception and loyalty. Positive experiences at every touchpoint such as a company's website, customer service, or advertisement significantly influence customer loyalty and brand advocacy.
  • Research shows that customers are willing to pay more for superior experiences and are more likely to remain loyal and recommend a brand after a positive interaction. CXM also helps companies differentiate themselves in a competitive market, where the customer experience often becomes a key differentiator.
  • Proper CXM software collects and analyzes customer data to identify areas for improvement, ultimately enhancing customer satisfaction and driving long-term loyalty.

Global Customer Experience Management Market Dynamics

The key market dynamics that are shaping the global customer experience management market include:

Key Market Drivers

  • Increasing Adoption of AI and Machine Learning: The integration of AI and machine learning in customer experience management solutions is enabling businesses to predict customer behavior and personalize interactions, leading to improved customer satisfaction and loyalty.
  • Rise of Omnichannel Customer Experience: Businesses are increasingly focusing on providing seamless omnichannel experiences to meet customer expectations across various touchpoints, including social media, mobile apps, websites, and physical stores. A study by Harvard Business Review found that 73% of customers use multiple channels during their shopping journey. Furthermore, customers who used 4+ channels spent 9% more in the store compared to those who used just one channel.
  • Growing Importance of Data Analytics in Customer Insights: Organizations are leveraging advanced data analytics tools to gain deeper insights into customer behavior, preferences, and needs, enabling them to create more targeted and effective customer experience strategies.

Key Challenges

  • Data Privacy and Security Concerns: Increasing usage of digital platforms for customer experience management has raised significant concerns about data privacy and security, potentially limiting adoption and trust in these systems. According to the 2021 Thales Data Threat Report, 45% of U.S. companies experienced a data breach or failed a compliance audit in the past year. This highlights the prevalence of data security issues that can impact customer experience management initiatives.
  • Stringent Government Regulations: The implementation of strict data protection regulations across various regions poses challenges for businesses in managing and utilizing customer data effectively for experience management. A study by Gartner predicted that by 2023, 65% of the world's population will have its data covered under modern privacy regulations, up from 10% in 2020. This rapid increase in regulatory coverage presents a significant challenge for global customer experience management strategies.
  • Integration Challenges with Legacy Systems: Many organizations face difficulties in integrating modern customer experience management solutions with their existing legacy systems, leading to fragmented data and inconsistent customer experiences. A survey by MuleSoft found that 85% of IT decision-makers believe that integration challenges are slowing digital transformation initiatives. This indicates the widespread nature of integration issues that hinder effective customer experience management.

Key Trends

  • Rise of AI-powered Personalization: Companies are increasingly leveraging AI and machine learning to deliver hyper-personalized customer experiences across various touchpoints. According to a report by Salesforce, 52% of customers expect offers to always be personalized up from 49% in 2019. Additionally, Accenture found that 91% of consumers are more likely to shop with brands that recognize, remember, and provide them with relevant offers and recommendations.
  • Increased Focus on Voice of Customer (VoC) Programs: Organizations are placing greater emphasis on Voice of Customer programs to gather, analyze, and act on customer feedback in real-time, improving their products and services. A study by Gartner revealed that by 2025, 60% of organizations with voice-of-the-customer (VoC) programs will supplement traditional surveys by analyzing voice and text interactions with customers. This is up from less than 15% in 2021.
  • Growing Adoption of Customer Data Platforms (CDPs): Businesses are increasingly implementing Customer Data Platforms to unify customer data from various sources and create a single, comprehensive view of each customer for better experience management

Global Customer Experience Management Market Regional Analysis

Here is a more detailed regional analysis of the global customer experience management market:

North America

  • North America substantially dominates the global customer experience management market owing to its high adoption rate and advanced technologies.
  • North America, particularly the U.S., leads in the adoption of advanced technologies like AI, machine learning, and cloud computing, which are crucial for modern customer experience management.
  • According to a report by IDC, the U.S. is expected to remain the largest market for AI spending, delivering more than 50% of all AI spending worldwide through 2023. The report also predicts that U.S. spending on AI will grow to USD 120 Billion by 2025.
  • The region hosts many leading CEM vendors and has a thriving startup ecosystem, fostering innovation and competition in the market.
  • North American businesses are increasingly prioritizing customer-centric strategies, driving demand for sophisticated CEM solutions.
  • A study by PwC found that 73% of U.S. consumers point to customer experience as an important factor in their purchasing decisions. Moreover, 42% of consumers said they would pay more for a friendly, welcoming experience, and 65% found a positive experience with a brand to be more influential than great advertising.

Asia Pacific

  • Asia Pacific is anticipated to witness the fastest growth in the global customer experience management market driven by the rapid e-commerce growth and digital transformation
  • The Asia Pacific region is experiencing explosive growth in e-commerce and digital transformation, driving the need for advanced customer experience management solutions.
  • According to a report by Google, Temasek, and Bain & Company, Southeast Asia's internet economy is expected to reach USD 300 Billion by 2025, with e-commerce being the largest sector. The report also notes that the region added 40 million new internet users in 2020 alone, bringing the total to 400 million.
  • The proliferation of smartphones and improving internet connectivity across the Asia Pacific region is creating new opportunities for businesses to engage with customers digitally.
  • Businesses in the Asia Pacific region are increasingly investing in customer experience technologies to gain a competitive edge in rapidly growing markets.
  • According to IDC, Asia Pacific spending on customer experience technologies is expected to reach USD 35.3 Billion by 2024. The report highlights that China will be the largest market for CX spending in the region, accounting for 47.9% of the total.

Global Customer Experience Management Market: Segmentation Analysis

The Global Customer Experience Management Market is segmented based on Analytical Tools, Touchpoint, End-User, And Geography.

Customer Experience Management Market, By Analytical Tools

  • Enterprise Feedback Management (EFM) Software
  • Speech Analytics
  • Text Analytics
  • Web Analytics & Content Management

Based on Analytical Tools, the Global Customer Experience Management Market is bifurcated into Enterprise Feedback Management (EFM) Software, Speech Analytics, Text Analytics, and Web Analytics & Content Management. The Enterprise Feedback Management (EFM) software segment dominates the global customer experience management (CXM) market, driven by the need to efficiently manage growing volumes of customer feedback. EFM software centralizes feedback from multiple channels, enabling organizations to track, analyze, and quickly respond to customer concerns, which enhances satisfaction and loyalty. Its applications include survey management, case management, and integration with customer relationship management (CRM) systems, making it a critical tool for improving customer experiences and response times across industries.

Customer Experience Management Market, By Touchpoint

  • Web Services
  • Call Centers
  • Mobile
  • Social Media Platform
  • Email

Based on Touchpoint, the Global Customer Experience Management Market is bifurcated into Web Services, Call Centers, Mobile, Social Media Platform, and Email. The Retail segment dominates the global customer experience management market, driven by the industry's focus on delivering exceptional customer experiences to boost sales. Market dynamics, such as the rapid growth of e-commerce, the rise of omnichannel retailing, and the increasing importance of customer loyalty, fuel the demand for CXM solutions. Retailers utilize these solutions for personalization, managing loyalty programs, gathering customer feedback, and ensuring seamless integration across multiple channels, making CXM a critical tool in enhancing customer satisfaction and retention in the retail sector.

Customer Experience Management Market, By End-User

  • Retail
  • Banking, Financial Services and Insurance (BFSI)
  • Healthcare
  • IT & Telecom
  • Manufacturing
  • Government
  • Energy & Utilities

Based on End-User, the Global Customer Experience Management Market is bifurcated into Retail, BFSI, Healthcare, IT & Telecom, Manufacturing, Government, Energy & Utilities. The web services segment dominates the global customer experience management (CXM) market, as it serves as the most frequent touchpoint for customers. The growing adoption of digital channels and the need for seamless online experiences drive the demand for web services. These services encompass websites, online stores, self-service portals, and live chat, playing a critical role in shaping customer interactions and ensuring a smooth, engaging experience across various digital platforms. This prominence makes web services a key component in CXM strategies.

Customer Experience Management Market, By Geography

  • North America
  • Europe
  • Asia Pacific
  • Rest of the World

Based on Geography, the Global Customer Experience Management Market is classified into North America, Europe, Asia Pacific, and the Rest of the World. North America substantially dominates the global customer experience management market owing to its high adoption rate and advanced technologies. North America, particularly the U.S., leads in the adoption of advanced technologies like AI, machine learning, and cloud computing, which are crucial for modern customer experience management. According to a report by IDC, the U.S. is expected to remain the largest market for AI spending, delivering more than 50% of all AI spending worldwide through 2023. The report also predicts that U.S. spending on AI will grow to USD 120 Billion by 2025.

Key Players

The "Global Customer Experience Management Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are WenUpCX, Avaya LLC, Sapiens International, Freshworks, Inc., and Track.co, Genesys, SEIDOR, Open Text Corporation, Apex America, Medallia, Service Management Group (SMG), Konecta Group, Qualtrics, Iterum Connections, Verint Systems, Inc.

  • This section offers in-depth analysis through a company overview, position analysis, the regional and industrial footprint of the company, and the ACE matrix for insightful competitive analysis. The section also provides an exhaustive analysis of the financial performances of mentioned players in the given market.

Our market analysis also entails a section solely dedicated to such major players wherein our analysts provide an insight into the financial statements of all the major players, along with product benchmarking and SWOT analysis. The competitive landscape section also includes key development strategies, market share, and market ranking analysis of the above-mentioned players globally.

Global Customer Experience Management Market Key Developments

  • In November 2023, Zendesk announced the launch of CRM and no-code technologies for customer service personnel. The tools contain object triggers for Zendesk's custom objects, which automate the task.
  • In June 2023, Adobe announced the launch of Adobe Product Analytics for enterprise customers to give a tailored experience across many touchpoints while also increasing operational efficiency.
  • In March 2023, General Motors implemented the Adobe Experience Cloud enterprise solution to provide highly tailored marketing offerings and real-time client interaction experiences.
  • In March 2023, Cubu was launched by Q-nomy, a business that specializes in customer journey management solutions

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 MARKET DEFINITION
  • 1.2 MARKET SEGMENTATION
  • 1.3 RESEARCH TIMELINES
  • 1.4 ASSUMPTIONS
  • 1.5 LIMITATIONS

2 RESEARCH METHODOLOGY

  • 2.1 DATA MINING
  • 2.2 SECONDARY RESEARCH
  • 2.3 PRIMARY RESEARCH
  • 2.4 SUBJECT MATTER EXPERT ADVICE
  • 2.5 QUALITY CHECK
  • 2.6 FINAL REVIEW
  • 2.7 DATA TRIANGULATION
  • 2.8 BOTTOM-UP APPROACH
  • 2.9 TOP-DOWN APPROACH
  • 2.10 RESEARCH FLOW
  • 2.11 DATA SOURCES

3 EXECUTIVE SUMMARY

  • 3.1 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET OVERVIEW
  • 3.2 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES AND FORECAST (USD MILLION), 2021-2030
  • 3.3 OBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ECOLOGY MAPPING
  • 3.4 COMPETITIVE ANALYSIS: FUNNEL DIAGRAM
  • 3.5 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ABSOLUTE MARKET OPPORTUNITY
  • 3.6 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ATTRACTIVENESS ANALYSIS, BY REGION
  • 3.7 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ATTRACTIVENESS ANALYSIS, BY ANALYTICAL TOOLS
  • 3.8 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ATTRACTIVENESS ANALYSIS, BY TOUCHPOINT
  • 3.9 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ATTRACTIVENESS ANALYSIS, BY END USER
  • 3.10 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET GEOGRAPHICAL ANALYSIS (CAGR %)
  • 3.11 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ANALYTICAL TOOLS (USD MILLION)
  • 3.12 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT (USD MILLION)
  • 3.13 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END USER (USD MILLION)
  • 3.14 FUTURE MARKET OPPORTUNITIES
  • 3.15 PRODUCT LIFELINE

4 MARKET OUTLOOK

  • 4.1 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET EVOLUTION
  • 4.2 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET OUTLOOK
  • 4.3 MARKET DRIVERS
    • 4.3.1 DIGITAL TRANSFORMATION INITIATIVES ACT AS A CATALYST FOR THE GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET
    • 4.3.2 INCREASED FOCUS ON CUSTOMER RETENTION HAS BECOME A DRIVING FORCE IN THE GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 4.4 MARKET RESTRAINTS
    • 4.4.1 DATA SECURITY AND PRIVACY CONCERNS ARE NAVIGATING CHALLENGES IN THE GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET
    • 4.4.2 CHALLENGES WITH LEGACY SYSTEMS ARE A COMPLEX BARRIER IN THE GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 4.5 MARKET OPPORTUNITY
    • 4.5.1 RISE OF AI-POWERED CUSTOMER SERVICE IS REVOLUTIONIZING THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
    • 4.5.2 GLOBAL EXPANSION AND MARKET PENETRATION IS ELEVATING CUSTOMER EXPERIENCES WORLDWIDE
  • 4.6 MARKET TRENDS
    • 4.6.1 HYPER-PERSONALIZATION IS CRAFTING UNIQUE CUSTOMER EXPERIENCES IN THE CEM MARKET
    • 4.6.2 EMPHASIS ON EMOTIONAL INTELLIGENCE IS A TRANSFORMATIVE TREND IN THE GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 4.7 PORTER'S FIVE FORCES ANALYSIS
    • 4.7.1 THREAT OF NEW ENTRANTS- MODERATE
    • 4.7.2 THREAT OF SUBSTITUTES- LOW TO MODERATE
    • 4.7.3 BARGAINING POWER OF SUPPLIERS- LOW TO MODERATE
    • 4.7.4 BARGAINING POWER OF BUYERS- MODERATE TO HIGH
    • 4.7.5 INTENSITY OF COMPETITIVE RIVALRY- HIGH
  • 4.8 MACROECONOMIC ANALYSIS
  • 4.9 VALUE CHAIN ANALYSIS
  • 4.10 PRICING ANALYSIS

5 MARKET, BY ANALYTICAL TOOLS

  • 5.1 OVERVIEW
  • 5.2 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: BASIS POINT SHARE (BPS) ANALYSIS, BY ANALYTICAL TOOLS
  • 5.3 ENTERPRISE FEEDBACK MANAGEMENT (EFM) SOFTWARE
  • 5.4 SPEECH ANALYTICS
  • 5.5 TEXT ANALYTICS
  • 5.6 WEB ANALYTICS & CONTENT MANAGEMENT
  • 5.7 OTHER ANALYTICS

6 MARKET, BY TOUCHPOINT

  • 6.1 OVERVIEW
  • 6.2 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: BASIS POINT SHARE (BPS) ANALYSIS, BY TOUCHPOINT
  • 6.3 WEB SERVICES
  • 6.4 CALL CENTERS
  • 6.5 MOBILE
  • 6.6 SOCIAL MEDIA PLATFORM
  • 6.7 EMAIL
  • 6.8 OTHERS

7 MARKET, BY END USER

  • 7.1 OVERVIEW
  • 7.2 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: BASIS POINT SHARE (BPS) ANALYSIS, BY END USER
  • 7.3 RETAIL
  • 7.4 BFSI
  • 7.5 HEALTHCARE
  • 7.6 IT & TELECOM
  • 7.7 MANUFACTURING
  • 7.8 GOVERNMENT
  • 7.9 ENERGY & UTILITIES
  • 7.10 OTHERS

8 MARKET, BY GEOGRAPHY

  • 8.1 OVERVIEW
  • 8.2 U.S.
    • 8.2.1 U.S. MARKET SNAPSHOT
  • 8.3 CENTRAL AMERICA
    • 8.3.1 CENTRAL AMERICA MARKET SNAPSHOT
    • 8.3.2 GUATEMALA
    • 8.3.3 PANAMA
    • 8.3.4 COSTA RICA
    • 8.3.5 REST OF CENTRAL AMERICA
  • 8.4 LATIN AMERICA
    • 8.4.1 LATIN AMERICA MARKET SNAPSHOT
    • 8.4.2 BRAZIL
    • 8.4.3 ARGENTINA
    • 8.4.4 REST OF LATIN AMERICA
    • 8.4.4.1 COLOMBIA
    • 8.4.4.2 DOMINICAN REPUBLIC
    • 8.4.4.3 CHILE
    • 8.4.4.4 PERU
    • 8.4.4.5 URUGUAY
    • 8.4.4.6 PARAGUAY
    • 8.4.4.7 MEXICO
    • 8.4.4.8 ECUADOR
    • 8.4.4.9 BOLIVIA
    • 8.4.4.10 OTHER COUNTRIES
  • 8.5 MIDDLE EAST
    • 8.5.1 MIDDLE EAST MARKET SNAPSHOT
    • 8.5.2 SAUDI ARABIA
    • 8.5.3 UAE
    • 8.5.4 REST OF MIDDLE EAST
  • 8.6 ROW (REST OF WORLD)

9 COMPETITIVE LANDSCAPE

  • 9.1 OVERVIEW
  • 9.2 COMPANY MARKET RANKING ANALYSIS
  • 9.3 COMPANY REGIONAL FOOTPRINT
  • 9.4 COMPANY INDUSTRY FOOTPRINT
  • 9.5 ACE MATRIX
    • 9.5.1 ACTIVE
    • 9.5.2 CUTTING EDGE
    • 9.5.3 EMERGING
    • 9.5.4 INNOVATORS

10 COMPANY PROFILES

  • 10.1 WENUPCX
    • 10.1.1 COMPANY OVERVIEW
    • 10.1.2 COMPANY INSIGHTS
    • 10.1.3 SERVICE BENCHMARKING
  • 10.2 AVAYA LLC
    • 10.2.1 COMPANY OVERVIEW
    • 10.2.2 COMPANY INSIGHTS
    • 10.2.3 SERVICE BENCHMARKING
    • 10.2.4 KEY DEVELOPMENTS
  • 10.3 SAPIENS INTERNATIONAL
    • 10.3.1 COMPANY OVERVIEW
    • 10.3.2 COMPANY INSIGHTS
    • 10.3.3 SERVICE BENCHMARKING
    • 10.3.4 KEY DEVELOPMENTS
  • 10.4 FRESHWORKS INC.
    • 10.4.1 COMPANY OVERVIEW
    • 10.4.2 COMPANY INSIGHTS
    • 10.4.3 BUSINESS BREAKDOWN
    • 10.4.4 SERVICE BENCHMARKING
    • 10.4.5 KEY DEVELOPMENTS
  • 10.5 TRACK.CO
    • 10.5.1 COMPANY OVERVIEW
    • 10.5.2 COMPANY INSIGHTS
    • 10.5.3 SERVICE BENCHMARKING
  • 10.6 GENESYS
    • 10.6.1 COMPANY OVERVIEW
    • 10.6.2 COMPANY INSIGHTS
    • 10.6.3 SERVICE BENCHMARKING
    • 10.6.4 KEY DEVELOPMENTS
    • 10.6.5 WINNING IMPERATIVES
    • 10.6.6 CURRENT FOCUS & STRATEGIES
    • 10.6.7 THREAT FROM COMPETITION
    • 10.6.8 SWOT ANALYSIS
  • 10.7 SEIDOR
    • 10.7.1 COMPANY OVERVIEW
    • 10.7.2 COMPANY INSIGHTS
    • 10.7.3 SERVICE BENCHMARKING
    • 10.7.4 KEY DEVELOPMENTS
  • 10.8 OPEN TEXT CORPORATION
    • 10.8.1 COMPANY OVERVIEW
    • 10.8.2 COMPANY INSIGHTS
    • 10.8.3 BUSINESS BREAKDOWN
    • 10.8.4 SERVICE BENCHMARKING
    • 10.8.5 KEY DEVELOPMENTS
    • 10.8.6 WINNING IMPERATIVES
    • 10.8.7 CURRENT FOCUS & STRATEGIES
    • 10.8.8 THREAT FROM COMPETITION
    • 10.8.9 SWOT ANALYSIS
  • 10.9 APEX AMERICA
    • 10.9.1 COMPANY OVERVIEW
    • 10.9.2 COMPANY INSIGHTS
    • 10.9.3 SERVICE BENCHMARKING
  • 10.10 MEDALLIA
    • 10.10.1 COMPANY OVERVIEW
    • 10.10.2 COMPANY INSIGHTS
    • 10.10.3 SERVICE BENCHMARKING
    • 10.10.4 KEY DEVELOPMENTS
  • 10.11 SERVICE MANAGEMENT GROUP (SMG)
    • 10.11.1 COMPANY OVERVIEW
    • 10.11.2 COMPANY INSIGHTS
    • 10.11.3 SERVICE BENCHMARKING
    • 10.11.4 KEY DEVELOPMENTS
  • 10.12 KONECTA GROUP
    • 10.12.1 COMPANY OVERVIEW
    • 10.12.2 COMPANY INSIGHTS
    • 10.12.3 SERVICE BENCHMARKING
    • 10.12.4 KEY DEVELOPMENTS
  • 10.13 QUALTRICS
    • 10.13.1 COMPANY OVERVIEW
    • 10.13.2 COMPANY INSIGHTS
    • 10.13.3 SERVICE BENCHMARKING
    • 10.13.4 KEY DEVELOPMENTS
    • 10.13.5 WINNING IMPERATIVES
    • 10.13.6 CURRENT FOCUS & STRATEGIES
    • 10.13.7 THREAT FROM COMPETITION
    • 10.13.8 SWOT ANALYSIS
  • 10.14 ITERUM CONNECTIONS
    • 10.14.1 COMPANY OVERVIEW
    • 10.14.2 COMPANY INSIGHTS
    • 10.14.3 SERVICE BENCHMARKING
  • 10.15 VERINT SYSTEMS INC.
    • 10.15.1 COMPANY OVERVIEW
    • 10.15.2 COMPANY INSIGHTS
    • 10.15.3 SERVICE BENCHMARKING