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Global Customer Experience Management (CEM) Market valued approximately USD 5.02 billion in 2016 is forecasted to grow with a healthy growth rate of more than 21.03% over the forecast period 2018-2025. 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 2018-2025.

Global Customer Experience Management (CEM) MarketThe 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 – 2015, 2016

Base year – 2017

Forecast period – 2018 to 2025

The industry is seeming to be fairly competitive. Some of the leading market players include CA Technologies, IBM Corporation, Clarabridge, Oracle Corporation, Medallia, Adobe Systems Incorporated, Avaya, Inc., Nokia Networks, Chime Technologies Inc., SAS Institute Inc., and so on. The fierce competitiveness has made these players spend in product developments to improve the customer’s requirements.

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

Chapter 1.           Global Customer Experience Management (CEM) Market Definition & Scope

1.1.         Research Objective

1.2.         Market Definition

1.3.         Scope of The Study

1.4.         Years Considered for The Study

1.5.         Currency Conversion Rates

1.6.         Report Limitation

Chapter 2.           Research Methodology

2.1.         Research Process

2.1.1.     Data Mining

2.1.2.     Analysis

2.1.3.     Market Estimation

2.1.4.     Validation

2.1.5.     Publishing

2.2.         Research Assumption

Chapter 3.           Executive Summary

3.1.         Global & Segmental Market Estimates & Forecasts, 2015-2025 (USD Billion)

3.2.         Key Trends

Chapter 4.           Global Customer Experience Management (CEM) Market Dynamics

4.1.         Growth Prospects

4.1.1.     Drivers

4.1.2.     Restraints

4.1.3.     Opportunities

4.2.         Industry Analysis

4.2.1.     Porter’s 5 Force Model

4.2.2.     PEST Analysis

4.2.3.     Value Chain Analysis

4.3.         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, 2015-2025 (USD Billion)

5.3.1.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

5.3.2.     Enterprise Feedback Management (EFM) Software

5.3.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)

5.3.2.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

5.3.3.     Speech Analytics

5.3.3.1. Market estimates & forecasts, 2015-2025 (USD Billion)

5.3.3.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

5.3.4.     Web Analytics

5.3.4.1. Market estimates & forecasts, 2015-2025 (USD Billion)

5.3.4.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

5.3.5.     Other Analytics

5.3.5.1. Market estimates & forecasts, 2015-2025 (USD Billion)

5.3.5.2. Regional breakdown estimates & forecasts, 2015-2025 (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, 2015-2025 (USD Billion)

6.3.1.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

6.3.2.     Call Centers

6.3.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)

6.3.2.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

6.3.3.     Mobile

6.3.3.1. Market estimates & forecasts, 2015-2025 (USD Billion)

6.3.3.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

6.3.4.     Stores

6.3.4.1. Market estimates & forecasts, 2015-2025 (USD Billion)

6.3.4.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

6.3.5.     Web Services

6.3.5.1. Market estimates & forecasts, 2015-2025 (USD Billion)

6.3.5.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

6.3.6.     Email

6.3.6.1. Market estimates & forecasts, 2015-2025 (USD Billion)

6.3.6.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

6.3.7.     Others

6.3.7.1. Market estimates & forecasts, 2015-2025 (USD Billion)

6.3.7.2. Regional breakdown estimates & forecasts, 2015-2025 (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, 2015-2025 (USD Billion)

7.3.1.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

7.3.2.     Cloud

7.3.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)

7.3.2.2. Regional breakdown estimates & forecasts, 2015-2025 (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, 2015-2025 (USD Billion)

8.3.1.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

8.3.2.     Banking, Financial Services & Insurance (BFSI)

8.3.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)

8.3.2.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

8.3.3.     Energy & Utilities

8.3.3.1. Market estimates & forecasts, 2015-2025 (USD Billion)

8.3.3.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

8.3.4.     Healthcare

8.3.4.1. Market estimates & forecasts, 2015-2025 (USD Billion)

8.3.4.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

8.3.5.     Manufacturing

8.3.5.1. Market estimates & forecasts, 2015-2025 (USD Billion)

8.3.5.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

8.3.6.     IT & Telecom

8.3.6.1. Market estimates & forecasts, 2015-2025 (USD Billion)

8.3.6.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

8.3.7.     Consumer Goods

8.3.7.1. Market estimates & forecasts, 2015-2025 (USD Billion)

8.3.7.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

8.3.8.     Others

8.3.8.1. Market estimates & forecasts, 2015-2025 (USD Billion)

8.3.8.2. Regional breakdown estimates & forecasts, 2015-2025 (USD Billion)

Chapter 9.           Global Customer Experience Management (CEM) Market, Regional Analysis

9.1.         Customer Experience Management (CEM) Market, Regional Market Snapshot (2015-2025)

9.2.         North America Customer Experience Management (CEM) Market Snapshot

9.2.1.     U.S.

9.2.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.2.1.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.2.1.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.2.1.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.2.1.5. End-User breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.2.2.     Canada

9.2.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.2.2.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.2.2.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.2.2.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.2.2.5. End-User breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.         Europe Customer Experience Management (CEM) Market Snapshot

9.3.1.     U.K.

9.3.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.3.1.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.1.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.1.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.1.5. End-User breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.2.     Germany

9.3.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.3.2.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.2.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.2.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.2.5. End-User breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.3.     France

9.3.3.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.3.3.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.3.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.3.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.3.5. End-User breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.4.     Rest of Europe

9.3.4.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.3.4.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.4.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.4.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.3.4.5. End-User breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.         Asia Customer Experience Management (CEM) Market Snapshot

9.4.1.     China Customer Experience Management (CEM) Market Size Estimates & Forecasts, 2015-2025 (USD Billion)

9.4.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.4.1.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.1.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.1.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.1.5. End-User breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.2.     India

9.4.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.4.2.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.2.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.2.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.2.5. End-User breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.3.     Japan

9.4.3.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.4.3.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.3.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.3.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.3.5. End-User breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.4.     Rest of Asia Pacific

9.4.4.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.4.4.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.4.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.4.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.4.4.5. End-User breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.5.         Latin America Customer Experience Management (CEM) Market Snapshot

9.5.1.     Brazil

9.5.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.5.1.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.5.1.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.5.1.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.5.1.5. End-User breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.5.2.     Mexico

9.5.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.5.2.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.5.2.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.5.2.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.5.2.5. End-User breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.6.         Rest of The World

9.6.1.     South America

9.6.1.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.6.1.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.6.1.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.6.1.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.6.1.5. End-User breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.6.2.     Middle East and Africa

9.6.2.1. Market estimates & forecasts, 2015-2025 (USD Billion)

9.6.2.2. Analytical Tool breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.6.2.3. Touch Point Type breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.6.2.4. Deployment breakdown estimates & forecasts, 2015-2025 (USD Billion)

9.6.2.5. End-User breakdown estimates & forecasts, 2015-2025 (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.

The research for Global Customer Experience Management (CEM) Market focuses deeply on the entire value chain of the market. However, the market size estimates are purely based on the consumer side of the value chain wherein the market sizes have been calculated by analyzing the average demand for Customer Experience Management (CEM) across various applications.

The revenue for Global Customer Experience Management (CEM) Market is calculated as sum market sizes of different segments such as analytics tool, touch point type, deployment, end-user, and regions. Further, some other key data points considered to calculate the revenue for Global Customer Experience Management (CEM) Market includes:

  • Revenues from key companies
  • Key company market share analysis
  • Consumer spending analysis
  • Regional export and import analysis
  • Sales revenue generated by various applications in different geographies

An extensive primary and secondary research has been conducted on key industry people, through questionnaires, telephonic conversations, email conversations, and interviews to verify the market estimations. Various government websites/portals and paid data sources are considered as a key source of secondary research.

We utilize a combination of bottom-up & top-down methodology for market estimations & forecasts. Additionally, we employ data triangulation techniques to verify each of the market estimates and forecasts through primary interviews and feedbacks.

All the estimates are derived from simulation models which is our proprietary technique. Each of these models is different from each other are a combination of correlation, regression and time series analysis. Each of these models is basically divided into two types namely economic and technological. Economical models are used to determine short-term market estimates and technological models are used for long-term estimates & forecasts. 


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