Global Customer Experience Management (CEM) Market to reach USD 34.1 billion by 2026.

Global Customer Experience Management (CEM) Market Size Study By Analytical Tool (Text Analytics, EFM Software, Speech Analytics, Web Analytics, Others), By Touch Point Type (Social Media, Call Centers, Mobile, Stores, Email, Others), By Deployment (On-Premise, Cloud), By End-User, and By Regional Forecasts, 2019-2026
Product Code:  IACTEIAS_79548525
Chapter 1.	Executive Summary 
1.1.	Market Snapshot
1.2.	Key Trends
1.3.	Global & Segmental Market Estimates & Forecasts, 2016-2026 (USD Billion)
1.3.1.	Customer Experience Management (CEM) Market, by Analytical Tool, 2016-2026 (USD Billion)
1.3.2.	Customer Experience Management (CEM) Market, by Touch Point Type, 2016-2026 (USD Billion)
1.3.3.	Customer Experience Management (CEM) Market, by Deployment, 2016-2026 (USD Billion)
1.3.4.	Customer Experience Management (CEM) Market, by End-User, 2016-2026 (USD Billion)
1.3.5.	Customer Experience Management (CEM) Market, by Region, 2016-2026 (USD Billion)
1.4.	Estimation Methodology
1.5.	Research Assumption
Chapter 2.	Global Customer Experience Management (CEM) Market Definition and Scope 
2.1.	Objective of the Study
2.2.	Market Definition & Scope
2.2.1.	Industry Evolution
2.2.2.	Scope of the Study
2.3.	Years Considered for the Study
2.4.	Currency Conversion Rates
Chapter 3.	Global Customer Experience Management (CEM) Market Dynamics	
3.1.	See Saw Analysis
3.1.1.	Market Drivers
3.1.2.	Market Challenges
3.1.3.	Market Opportunities
Chapter 4.	Global Customer Experience Management (CEM) Market Industry Analysis
4.1.	Porter’s 5 Force Model
4.1.1.	Bargaining Power of Buyers
4.1.2.	Bargaining Power of Suppliers
4.1.3.	Threat of New Entrants
4.1.4.	Threat of Substitutes
4.1.5.	Competitive Rivalry
4.1.6.	Futuristic Approach to Porter’s 5 Force Model
4.2.	PEST Analysis
4.2.1.	Political Scenario
4.2.2.	Economic Scenario
4.2.3.	Social Scenario
4.2.4.	Technological Scenario
4.3.	Key Buying Criteria (On Demand)
4.4.	Regulatory Framework (On Demand)
4.5.	Investment Vs Adoption Scenario (On Demand)
4.6.	Analyst Recommendation & Conclusion
Chapter 5.	Global Customer Experience Management (CEM) Market by Analytical Tool
5.1.	Market Snapshot 
5.2.	Market Performance - Potential Model
5.3.	Customer Experience Management (CEM) Market, Sub Segment Analysis
5.3.1.	Text Analytics
5.3.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
5.3.1.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
5.3.2.	Enterprise Feedback Management (EFM) Software
5.3.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
5.3.2.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
5.3.3.	Speech Analytics
5.3.3.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
5.3.3.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
5.3.4.	Web Analytics
5.3.4.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
5.3.4.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
5.3.5.	Other Analytics
5.3.5.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
5.3.5.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
Chapter 6.	Global Customer Experience Management (CEM) Market by Touch Point Type
6.1.	Market Snapshot 
6.2.	Market Performance - Potential Model
6.3.	Customer Experience Management (CEM) Market, Sub Segment Analysis
6.3.1.	Social Media
6.3.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
6.3.1.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
6.3.2.	Call Centers
6.3.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
6.3.2.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
6.3.3.	Mobile
6.3.3.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
6.3.3.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
6.3.4.	Stores
6.3.4.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
6.3.4.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
6.3.5.	Web Services
6.3.5.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
6.3.5.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
6.3.6.	Email
6.3.6.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
6.3.6.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
6.3.7.	Others
6.3.7.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
6.3.7.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
Chapter 7.	Global Customer Experience Management (CEM) Market by Deployment
7.1.	Market Snapshot 
7.2.	Market Performance - Potential Model
7.3.	Customer Experience Management (CEM) Market, Sub Segment Analysis
7.3.1.	On-Premise
7.3.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
7.3.1.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
7.3.2.	Cloud
7.3.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
7.3.2.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
Chapter 8.	Global Customer Experience Management (CEM) Market by End-User
8.1.	Market Snapshot 
8.2.	Market Performance - Potential Model
8.3.	Customer Experience Management (CEM) Market, Sub Segment Analysis
8.3.1.	Retail
8.3.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.1.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
8.3.2.	Banking, Financial Services & Insurance (BFSI)
8.3.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.2.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
8.3.3.	Energy & Utilities
8.3.3.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.3.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
8.3.4.	Healthcare
8.3.4.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.4.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
8.3.5.	Manufacturing
8.3.5.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.5.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
8.3.6.	IT & Telecom
8.3.6.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.6.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
8.3.7.	Consumer Goods
8.3.7.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.7.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
8.3.8.	Others
8.3.8.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
8.3.8.2.	Regional breakdown estimates & forecasts, 2016-2026 (USD Billion)
Chapter 9.	Global Customer Experience Management (CEM) Market, Regional Analysis
9.1.	Customer Experience Management (CEM) Market, Regional Market Snapshot (2016-2026)
9.2.	North America Customer Experience Management (CEM) Market Snapshot
9.2.1.	U.S. 
9.2.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.2.1.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.1.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.1.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.1.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.2.	Canada 
9.2.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.2.2.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.2.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.2.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.2.2.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.	Europe Customer Experience Management (CEM) Market Snapshot
9.3.1.	U.K.
9.3.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.3.1.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.1.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.1.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.1.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.2.	Germany 
9.3.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.3.2.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.2.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.2.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.2.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.3.	France 
9.3.3.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.3.3.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.3.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.3.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.3.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.4.	Rest of Europe
9.3.4.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.3.4.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.4.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.4.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.3.4.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.	Asia Customer Experience Management (CEM) Market Snapshot
9.4.1.	China Customer Experience Management (CEM) Market Size Estimates & Forecasts, 2016-2026 (USD Billion)
9.4.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.4.1.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.1.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.1.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.1.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.2.	India 
9.4.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.4.2.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.2.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.2.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.2.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.3.	Japan 
9.4.3.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.4.3.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.3.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.3.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.3.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.4.	Rest of Asia Pacific
9.4.4.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.4.4.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.4.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.4.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.4.4.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.	Latin America Customer Experience Management (CEM) Market Snapshot
9.5.1.	Brazil 
9.5.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.5.1.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.1.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.1.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.1.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.2.	Mexico 
9.5.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.5.2.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.2.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.2.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.5.2.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.	Rest of The World 
9.6.1.	South America
9.6.1.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.6.1.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.1.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.1.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.1.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.2.	Middle East and Africa
9.6.2.1.	Market estimates & forecasts, 2016-2026 (USD Billion)
9.6.2.2.	Analytical Tool breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.2.3.	Touch Point Type breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.2.4.	Deployment breakdown estimates & forecasts, 2016-2026 (USD Billion)
9.6.2.5.	End-User breakdown estimates & forecasts, 2016-2026 (USD Billion)
Chapter 10.	Competitive Intelligence
10.1.	Company Market Share (Subject to Data Availability)
10.2.	Top Market Strategies
10.3.	Company Profiles
10.3.1.	CA Technologies 
10.3.1.1.	Overview
10.3.1.2.	Financial (Subject to Data Availability)
10.3.1.3.	Product Summary
10.3.1.4.	Recent Developments
10.3.2.	IBM Corporation
10.3.3.	Clarabridge
10.3.4.	Oracle Corporation
10.3.5.	Medallia
10.3.6.	Adobe Systems Incorporated
10.3.7.	Avaya, Inc.
10.3.8.	Nokia Networks
10.3.9.	Chime Technologies Inc.
10.3.10.	SAS Institute, Inc.
Chapter 11.	 Research Process
11.1.	Research Process
11.1.1.	Data Mining
11.1.2.	Analysis
11.1.3.	Market Estimation
11.1.4.	Validation
11.1.5.	Publishing
11.1.6.	Research Assumption

Global Customer Experience Management (CEM) Market valued approximately USD 7.4 billion in 2018 is forecasted to grow with a healthy growth rate of more than 21.03% over the forecast period 2019-2026. The major factors speculated to augment the markets are technological progressions in the cloud and big data analytics to manage, design, and improve end-to-end consumer experience process, growing espousal of customer experience management solutions to minimize the customer churn rate across the globe, and escalating requirements for the personalized experience by customers across different industries. Customer Experience Management (or CEM) is defined as the practice of designing and reacting to customer communications to meet and/or exceed customer expectations and, thus, raise customer satisfaction, advocacy, and loyalty.
The regional analysis of Global Customer Experience Management (CEM) Market is considered for the key regions such as Asia Pacific, North America, Europe, Latin America and Rest of the World. North America is the leading region across the world in terms of market share. Whereas, owing to the countries such as China, Japan, and India, Asia Pacific region is also expected to exhibit higher growth rate / CAGR over the forecast period 2019-2026.
Major market player included in this report are:
CA Technologies
IBM Corporation
Clarabridge
Oracle Corporation
Medallia
Adobe Systems Incorporated
Avaya, Inc.
Nokia Networks
Chime Technologies Inc.
SAS Institute Inc.

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Analytical Tools:

Text Analytics
Enterprise Feedback Management (EFM) Software
Speech Analytics
Web Analytics
Other Analytics

By Touch Point Type:

Social Media
Call Centers
Mobile
Stores
Web Services
Email
Others

By Deployment:

On-Premise
Cloud

By Vertical:

Retail
Banking, Financial Services & Insurance (BFSI)
Energy & Utilities
Healthcare
Manufacturing
IT & Telecom
Consumer Goods
Others

By Regions:
North America
U.S.
Canada
Europe
UK
Germany
Asia Pacific
China
India
Japan
Latin America
Brazil
Mexico
Rest of the World

Furthermore, years considered for the study are as follows:

Historical year – 2016, 2017
Base year – 2018
Forecast period – 2019 to 2026

Target Audience of the Customer Experience Management (CEM) Market Study:

Key Consulting Companies & Advisors
Large, medium-sized, and small enterprises
Venture capitalists
Value-Added Resellers (VARs)
Third-party knowledge providers
Investment bankers
Investors


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