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1736460

全球客戶經驗管理軟體市場規模（按接觸點、最終用戶產業、產品、公司規模、區域覆蓋範圍和預測）

Global Customer Experience Management Software Market Size By Touchpoint, By End-User Industry (Healthcare, Telecommunication & Information Technologies, Hospitality), By Offering, By Enterprise Size, By Geographic Scope and Forecast
出版日期: | 出版商: Verified Market Research | 英文 | 商品交期: 2-3個工作天內

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簡介目錄

客戶經驗管理軟體市場規模與預測

2024 年客戶經驗管理軟體市場規模價值 140.7 億美元，預計到 2032 年將達到 457.1 億美元，在 2026-2032 年預測期內的複合年成長率為 17.50%。

客戶經驗管理 (CEM) 軟體可讓您追蹤並改善跨多個接觸點的客戶互動。它從各種管道（包括您的網站、社交媒體和客戶服務）收集數據，並匯總有關客戶習慣、偏好和滿意度的洞察。

客戶經驗管理 (CEM) 軟體追蹤並分析客戶在多個接觸點（包括網站、社群媒體、客服中心等）的互動，以提高參與度和滿意度。 CEM 可讓您透過調查收集客戶回饋，分析行為數據，並取得洞察，從而改善產品供應和服務品質。

客戶經驗管理 (CXM) 軟體的未來是利用人工智慧 (AI) 和機器學習 (ML) 等先進技術實現客製化的即時互動。人工智慧分析可以幫助組織預測客戶行為並採取先發制人的行動來提高滿意度。

全球客戶經驗管理軟體市場動態

影響全球客戶經驗管理軟體市場的關鍵市場動態是：

關鍵市場促進因素

以客戶為中心的策略日益重要：隨著各行業競爭加劇，越來越多的企業開始採用以客戶為中心的策略來脫穎而出。對於重視個人化和優質服務的企業來說，客戶經驗已成為關鍵的競爭優勢。

全通路通訊：現今的客戶透過多種管道與品牌互動，包括社群媒體、電子郵件、網站、店內訪問等。這種向全通路通訊的轉變推動了對統一 CEM 平台的需求，該平台可提供統一的消費者互動視圖。

數據主導洞察的興起：推動客戶體驗管理 (CEM) 軟體產業發展的另一個關鍵因素是，企業越來越重視數據主導的決策。如今，企業可以存取大量客戶數據，但他們需要先進的技術來評估和提取相關洞察。

主要問題

與現有系統整合：最具挑戰性的任務之一是將 CEM 軟體與現有IT基礎設施（如 CRM、ERP、行銷平台等）整合。缺乏無縫連接通常會導致消費者體驗分散和數據分析效率低下。

資料隱私與安全：隨著透過客戶體驗管理 (CEM) 軟體擷取的個人資料量不斷增加，保護資料隱私和安全變得越來越重要。 《一般資料保護規範》(GDPR) 和《加州消費者隱私法案》(CCPA) 等資料保護法要求公司製定嚴格的客戶資料處理準則。

使用者採用和培訓：為了確保客戶體驗管理 (CEM) 軟體的有效性，組織內的使用者必須接受適當的培訓和引導。抵制變革或對軟體潛力的誤解可能會阻礙其採用。如果員工未接受適當的培訓，他們可能難以快速掌握新技術，導致可用性不佳，並錯失提升客戶經驗的機會。

主要趨勢

人工智慧與機器學習整合：人工智慧 (AI) 和機器學習正日益融入客戶經驗管理軟體。這些技術使企業能夠即時分析大量客戶數據、偵測模式並預測客戶行為。

雲端基礎的解決方案：雲端技術的採用持續推動客戶體驗管理 (CEM) 軟體產業的發展。雲端基礎的客戶經驗解決方案可擴展、靈活且易於整合，使企業能夠隨時隨地管理客戶互動。

全通路體驗：現今的客戶期望在眾多管道上獲得無縫體驗：線上、行動應用程式、店內等。客戶經驗管理軟體正在不斷開發以提供全通路體驗，使企業能夠追蹤和管理跨多個平台的互動。

目錄

第1章：全球客戶經驗管理軟體市場簡介

  • 市場概覽
  • 研究範圍
  • 先決條件

第2章執行摘要

第3章：已驗證的市場研究調查方法

  • 資料探勘
  • 驗證
  • 第一手資料
  • 資料來源列表

第4章全球客戶經驗管理軟體市場展望

  • 概述
  • 市場動態
    • 驅動程式
    • 限制因素
    • 機會
  • 波特五力模型
  • 價值鏈分析

第5章 全球客戶經驗管理軟體市場（按 Touchpoint）

  • 概述
  • 社群媒體
  • 網路
  • 電子郵件
  • 聯絡 Canter

第6章全球客戶經驗管理軟體市場（按最終用戶產業）

  • 概述
  • 衛生保健
  • 通訊與資訊科技（IT）
  • 飯店業
  • 車
  • 其他

第7章全球客戶經驗管理軟體市場：依提供

  • 概述
  • 解決方案
  • 服務

第8章全球客戶經驗管理軟體市場（依公司規模）

  • 概述
  • 主要企業
  • 小型企業

第9章全球客戶經驗管理軟體市場：按地區

  • 概述
  • 北美洲
    • 美國
    • 加拿大
    • 墨西哥
  • 歐洲
    • 德國
    • 英國
    • 法國
    • 其他歐洲國家
  • 亞太地區
    • 中國
    • 日本
    • 印度
    • 其他亞太地區
  • 其他
    • 拉丁美洲
    • 中東和非洲

第10章全球客戶經驗管理軟體市場的競爭格局

  • 概述
  • 各公司市場排名
  • 重點發展策略

第11章 公司簡介

  • Adobe
  • IBM
  • Oracle
  • Avaya
  • Nice
  • Nokia
  • SAP
  • OpenText
  • Tech Mahindra
  • Verint Systems

第12章 附錄

  • 相關調查
簡介目錄
Product Code: 36646

Customer Experience Management Software Market Size and Forecast

Customer Experience Management Software Market size was valued at USD 14.07 Billion in 2024 and is projected to reach USD 45.71 Billion by 2032, growing at a CAGR of 17.50% from 2026 to 2032.

Customer Experience Management (CEM) software enables firms to track and improve interactions with customers across multiple touchpoints. It collects data from a variety of channels including websites, social media, and customer service encounters to provide insights into customer habits, preferences, and satisfaction levels.

Customer Experience Management (CEM) software tracks and analyzes customer interactions across many touchpoints like as websites, social media, and call centers to improve engagement and satisfaction. It enables organizations to collect customer feedback via surveys, analyze behavioral data, and obtain insights to improve product offers and service quality.

The future of customer experience management (CXM) software is to leverage advanced technologies such as artificial intelligence (AI) and machine learning (ML) to enable tailored, real-time interactions. AI-powered analytics will assist organizations in forecasting customer behavior enabling preemptive responses and improving satisfaction.

Global Customer Experience Management Software Market Dynamics

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

Key Market Drivers:

Increasing Importance of Customer-Centric Tactics: As competition heats up across industries, organizations are increasingly turning to customer-centric tactics to stand out. Customer experience has become a critical competitive advantage with businesses emphasizing individualized interactions and high-quality service.

Omnichannel Communication: Modern customers interact with brands across a multitude of channels including social media, email, websites, and in-store visits. The transition to omnichannel communication has increased the demand for integrated CEM platforms that provide a unified view of consumer interactions.

Rise of Data-Driven Insights: Another key factor driving the CEM software industry is the increased emphasis on data-driven decision-making. Companies today have access to massive amounts of customer data but they require advanced technologies to evaluate and extract relevant insights

Key Challenges:

Integration with Existing Systems: One of the most difficult tasks is integrating CEM software with existing IT infrastructure such as CRM, ERP, or marketing platforms. The lack of seamless connection frequently results in fragmented consumer experiences and inefficiencies in data analysis.

Data Privacy and Security: As the amount of personal data acquired through CEM software grows protecting data privacy and security becomes increasingly important. Companies must follow data protection legislation such as GDPR or CCPA which sets tight guidelines for how customer data is handled.

User Adoption and Training: For CEM software to be effective, users in the organization must be properly trained and engaged. Resistance to change and a misunderstanding of the software's potential can stymie its adoption. Employees may struggle with new technology if they are not properly trained resulting in poor use and missed opportunities to improve the customer experience.

Key Trends:

AI and Machine Learning Integration: Artificial intelligence (AI) and machine learning are increasingly being integrated into customer experience management software. These technologies let organizations analyze vast amounts of client data in real-time, detect patterns, and forecast customer behavior.

Cloud-based Solutions: Cloud use continues to propel the CEM software industry. Cloud-based customer experience solutions are scalable, flexible, and easy to integrate allowing organizations to manage client interactions from anywhere.

Omnichannel Experience: Today's customers want seamless experiences across numerous channels including online, mobile apps, and in-store. Customer experience management software is increasingly being created to deliver an omnichannel experience enabling businesses to track and manage interactions across several platforms.

Global Customer Experience Management Software Market Regional Analysis

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

North America

North America dominates the customer experience management (CEM) software market due to its strong technical infrastructure and high adoption rates across numerous industries. This dominance is fueled by factors such as a growing emphasis on customer-centric initiatives, a thriving e-commerce industry, and a rising desire for tailored consumer experiences. The increased emphasis on boosting customer happiness and loyalty is a major driver of the North American CEM software market.

According to the United States Bureau of Labor Statistics, customer service agents had approximately 3 million positions in 2020, reflecting the high value placed on client interactions. The US Census Bureau estimated that e-commerce sales in the United States hit USD 870.8 Billion in 2021, a 14.2% rise from 2020, highlighting the rise.

The National Science Foundation (NSF) reported that federal funding for AI research and development will total USD 1.9 Billion in fiscal year 2021, a significant increase from previous years. Furthermore, the United States Small Business Administration reports that 68% of customers are prepared to spend more for products and services from companies that provide excellent customer service emphasizing the potential return on investment for organizations who use CEM solutions.

Europe

The Asia Pacific region is experiencing the fastest growth in the customer experience management (CEM) software market owing mostly to rapid digital transformation. This increased adoption is being driven by rising internet penetration, smartphone usage, and a growing emphasis on customer-centric corporate strategies across multiple industries.

The digital transformation tsunami in the Asia Pacific is driving an increase in demand for CEM software.

According to the International Telecommunication Union (ITU), internet penetration in the Asia Pacific region will reach 64.1% in 2021, up from 37.6% in 2015. This represents a considerable rise in potential digital clients. This expansion is accompanied by increasing smartphone use with GSMA Intelligence predicting that smartphone connections in Asia Pacific would reach 3.1 billion by 2025, accounting for 80% of overall connections.

Furthermore, the region's e-commerce development is a big driver of CEM software usage. According to the United Nations Conference on Trade and Development (UNCTAD), Asia-Pacific accounted for almost 60% of global e-commerce sales in 2020 with China accounting for 52.1% of the total. This tremendous rise in online shopping demands sophisticated CEM systems for managing and improving customer experiences.

Global Customer Experience Management Software Market: Segmentation Analysis

The Global Customer Experience Management Software Market is segmented based on the Touchpoint, End-User Industry, Offering, Enterprise Size, and Geography.

Customer Experience Management Software Market, By Touchpoint

  • Social Media
  • Web
  • Email
  • Contact Canter

Based on Touchpoint, the Global Customer Experience Management Software Market is bifurcated into Social Media, Web, Email, and Contact Canter. In the global customer experience management (CEM) software market, the web touchpoint is dominant. This is due to the central role websites play in customer interactions and engagement. Web-based touchpoints offer a comprehensive platform for businesses to provide information, support, and personalized experiences to customers. Websites serve as a primary channel for transactions, customer service, and information dissemination making them crucial for managing the overall customer experience.

Customer Experience Management Software Market, By End-User Industry

  • Healthcare
  • Telecommunication & Information Technologies (IT)
  • Hospitality
  • Automotive
  • Others

Based on the End-User Industry, the Global Customer Experience Management Software Market is bifurcated into Healthcare, Telecommunication & Information Technologies (IT), Hospitality, Automotive, and Others. In the global customer experience management (CEM) software market, the telecommunication & information technologies (IT) sector is dominant. This industry leads due to its intense focus on customer interaction and satisfaction driven by the need to manage complex customer relationships and provide personalized service across multiple touchpoints. The rapid growth of digital services and the increasing demand for seamless customer experiences in telecommunications and IT drive significant investment in CEM solutions.

Customer Experience Management Software Market, By Offering

  • Solutions
  • Services

Based on the Offering, the Global Customer Experience Management Software Market is bifurcated into Solutions and Services. In the global customer experience management (CEM) software market, Solutions are dominant over services. This dominance is primarily due to the increasing demand for comprehensive, integrated CEM solutions that provide a wide range of functionalities such as analytics, automation, and real-time customer insights. Solutions offer businesses the tools to effectively manage and enhance customer interactions across multiple channels delivering a seamless and personalized experience.

Customer Experience Management Software Market, By Enterprise Size

  • Large Enterprise
  • Small & Medium Enterprises (SMEs)

Based on the Enterprise Size, the Global Customer Experience Management Software Market is bifurcated into Large Enterprise and SMEs. In the global customer experience management (CEM) software market, large enterprises dominate due to their expansive customer bases and greater resources to invest in advanced technologies. These organizations prioritize CEM solutions to enhance customer satisfaction, brand loyalty, and competitive advantage. Large enterprises often operate across multiple regions and channels necessitating sophisticated CEM software to manage complex customer interactions and gather insights in real-time.

Customer Experience Management Software Market, By Geography

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

Based on Geography, the Global Customer Experience Management Software Market is classified into North America, Europe, Asia Pacific, and the Rest of the World. North America is the dominant region in the global customer experience management (CEM) software market primarily due to its advanced technological infrastructure and early adoption of digital solutions. The presence of key industry players such as Oracle, IBM, and Salesforce further strengthens the region's leadership. The growing demand for personalized experiences, particularly in sectors like retail, healthcare, and financial services has accelerated the adoption of customer experience management software in North America making it the leading market.

Key Players

The "Global Customer Experience Management Software Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are Adobe, IBM, Oracle, Avaya, Nice, Nokia, SAP, OpenText, Tech Mahindra, Verint Systems, Teradata, Sprinklr, Medallia, InMoment, SAS Institute, Clarabridge, and Sitecore.

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 Software Market Key Developments

  • In November 2023, Zendesk launched 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 introduced 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.

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET

  • 1.1 Overview of the Market
  • 1.2 Scope of Report
  • 1.3 Assumptions

2 EXECUTIVE SUMMARY

3 RESEARCH METHODOLOGY OF VERIFIED MARKET RESEARCH

  • 3.1 Data Mining
  • 3.2 Validation
  • 3.3 Primary Interviews
  • 3.4 List of Data Sources

4 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET OUTLOOK

  • 4.1 Overview
  • 4.2 Market Dynamics
    • 4.2.1 Drivers
    • 4.2.2 Restraints
    • 4.2.3 Opportunities
  • 4.3 Porters Five Force Model
  • 4.4 Value Chain Analysis

5 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY TOUCHPOINT

  • 5.1 Overview
  • 5.2 Social Media
  • 5.3 Web
  • 5.4 Email
  • 5.5 Contact Canter

6 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY END-USER INDUSTRY

  • 6.1 Overview
  • 6.2 Healthcare
  • 6.3 Telecommunication & Information Technologies (IT)
  • 6.4 Hospitality
  • 6.5 Automotive
  • 6.6 Others

7 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY OFFERING

  • 7.1 Overview
  • 7.2 Solutions
  • 7.3 Services

8 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY ENTERPRISE SIZE

  • 8.1 Overview
  • 8.2 Large Enterprise
  • 8.3 SMEs

9 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY GEOGRAPHY

  • 9.1 Overview
  • 9.2 North America
    • 9.2.1 U.S.
    • 9.2.2 Canada
    • 9.2.3 Mexico
  • 9.3 Europe
    • 9.3.1 Germany
    • 9.3.2 U.K.
    • 9.3.3 France
    • 9.3.4 Rest of Europe
  • 9.4 Asia Pacific
    • 9.4.1 China
    • 9.4.2 Japan
    • 9.4.3 India
    • 9.4.4 Rest of Asia Pacific
  • 9.5 Rest of the World
    • 9.5.1 Latin America
    • 9.5.2 Middle East & Africa

10 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET COMPETITIVE LANDSCAPE

  • 10.1 Overview
  • 10.2 Company Market Ranking
  • 10.3 Key Development Strategies

11 COMPANY PROFILES

  • 11.1 Adobe
    • 11.1.1 Overview
    • 11.1.2 Financial Performance
    • 11.1.3 Product Outlook
    • 11.1.4 Key Developments
  • 11.2 IBM
    • 11.2.1 Overview
    • 11.2.2 Financial Performance
    • 11.2.3 Product Outlook
    • 11.2.4 Key Developments
  • 11.3 Oracle
    • 11.3.1 Overview
    • 11.3.2 Financial Performance
    • 11.3.3 Product Outlook
    • 11.3.4 Key Developments
  • 11.4 Avaya
    • 11.4.1 Overview
    • 11.4.2 Financial Performance
    • 11.4.3 Product Outlook
    • 11.4.4 Key Developments
  • 11.5 Nice
    • 11.5.1 Overview
    • 11.5.2 Financial Performance
    • 11.5.3 Product Outlook
    • 11.5.4 Key Developments
  • 11.6 Nokia
    • 11.6.1 Overview
    • 11.6.2 Financial Performance
    • 11.6.3 Product Outlook
    • 11.6.4 Key Developments
  • 11.7 SAP
    • 11.7.1 Overview
    • 11.7.2 Financial Performance
    • 11.7.3 Product Outlook
    • 11.7.4 Key Developments
  • 11.8 OpenText
    • 11.8.1 Overview
    • 11.8.2 Financial Performance
    • 11.8.3 Product Outlook
    • 11.8.4 Key Developments
  • 11.9 Tech Mahindra
    • 11.9.1 Overview
    • 11.9.2 Financial Performance
    • 11.9.3 Product Outlook
    • 11.9.4 Key Developments
  • 11.10 Verint Systems
    • 11.10.1 Overview
    • 11.10.2 Financial Performance
    • 11.10.3 Product Outlook
    • 11.10.4 Key Developments

12 Appendix

  • 12.1 Related Research