Table Of Contents
1 Introduction
1.1 Introduction To Covid-19
1.2 Covid-19 Health Assessment
Figure 1 Covid-19: Global Propagation
Figure 2 Covid-19 Propagation: Select Countries
1.3 Covid-19 Economic Assessment
Figure 3 Revised Gross Domestic Product Forecasts For Select G20 Countries In 2020
1.3.1 Covid-19 Economic Impact—Scenario Assessment
Figure 4 Criteria Impacting Global Economy
Figure 5 Scenarios In Terms Of Recovery Of Global Economy
1.4 Objectives Of The Study
1.5 Market Definition
1.5.1 Inclusions And Exclusions
1.6 Market Scope
1.6.1 Market Segmentation
1.6.2 Regional Scope
1.6.3 Years Considered For The Study
1.7 Currency Considered
Table 1 Usd Exchange Rates, 2018–2020
1.8 Stakeholders
1.9 Summary Of Changes
2 Research Methodology
2.1 Research Data
Figure 6 Customer Experience Management Market: Research Design
2.1.1 Secondary Data
2.1.2 Primary Data
Table 2 Primary Interviews
2.1.2.1 Breakup Of Primaries
Figure 7 Breakup Of Profiles Of Primary Participants: By Company Type, Designation, And Region
2.1.2.2 Key Industry Insights
2.2 Data Triangulation
2.3 Market Size Estimation
2.3.1 Top-Down Approach
Figure 8 Customer Experience Management Size Estimation: Top-Down Approach (Spending-Side Analysis)
2.3.2 Bottom-Up Approach
Figure 9 Customer Experience Management Size Estimation: Bottom-Up Approach (Supply-Side Analysis) (1/2)
Figure 10 Customer Experience Management Market Size Estimation: Bottom-Up Approach (Supply-Side Analysis) (2/2)
2.4 Market Forecast
Table 3 Factor Analysis
2.5 Assumptions For The Study
2.6 Limitations Of The Study
3 Executive Summary
Figure 11 Customer Experience Management Market, 2019–2026
Figure 12 Leading Segments In The Market, 2021
Figure 13 Market: Regional Shares And Key Driving Factors, 2021
4 Premium Insights
4.1 Attractive Opportunities In The Customer Experience Management Market
Figure 14 Growing Need To Enhance Customer Loyalty To Drive The Market
4.2 Market, By Component
Figure 15 Solutions Segment To Lead The Market In 2021
4.3 Market, By Service
Figure 16 Managed Services Segment To Account For A Larger Market Share In 2021
4.4 Market, By Professional Service
Figure 17 Deployment And Integration Services Segment To Account For The Largest Market Share In 2021
4.5 Market, By Vertical
Figure 18 Retail Segment To Lead The Market In 2021
4.6 Market, By Deployment Mode
Figure 19 Cloud Segment To Lead The Market By 2026
4.7 Customer Experience Management Market, By Region
Figure 20 Asia Pacific To Grow At The Highest Rate During The Forecast Period
4.8 Asia Pacific: Market, By Component And Country
Figure 21 Solutions Segment And Anz Estimated To Account For The Largest Respective Market Shares In Asia Pacific In 2021
4.9 Market, By Country
Figure 22 India To Register The Highest Growth During The Forecast Period
5 Market Overview And Industry Trends
5.1 Introduction
Figure 23 Advancements In Communication Technology Are Major Driving Factors For The Customer Experience Management Market
5.2 Market Dynamics
Figure 24 Market: Drivers, Restraints, Opportunities, And Challenges
5.2.1 Drivers
5.2.1.1 Increased Need For Establishing The Learning Behavior With The Customers
5.2.1.2 Increase In Customer Responsiveness And Satisfaction Would Increase Revenue
Figure 25 Percentage Of Age Group Expecting Response Within One Hour In 2020
5.2.1.3 Customer Loyalty And Increased Retention Is The Need Of The Hour
5.2.1.4 Coordination Among All Customer Contact Channels And Cem Managers Would Be Established
5.2.1.5 Customer Lifetime Value Can Be Calculated
5.2.1.6 Need For Better Understanding Customers Increasing The Demand For Cem Solutions
5.2.1.7 Customer-Related Scores Generated For The Organizations To Plan Better Customer Engagement Strategy
5.2.1.8 Cem Solutions Reduce Customer Churn Rates
5.2.1.9 Cem Solutions Keep Customer Engagement Through Omnichannel
5.2.2 Restraints
5.2.2.1 Lack Of Innovation
5.2.2.2 Using Incomplete Data While Calculation Of Ce Matrix
5.2.2.3 Data Synchronization Complexities
5.2.3 Opportunities
5.2.3.1 Collection Of All The Information On A Single Platform
5.2.3.2 Need For Insights To Predict Customer Intents
5.2.3.3 Information Extracted From Cem Solutions Can Be Used To Make Optimal Ce Strategy
5.2.4 Challenges
5.2.4.1 Difficulty In Ensuring Ce Roi
5.2.4.2 Concerns Over Data Privacy And Security Issues
5.2.4.3 Difficulty In Getting Consistent Ce Feedback Through All Channels
5.2.4.4 Difficulty In Synchronizing Ce Data Collected From Different Touchpoints Within Different Domains
5.3 Industry Trends
5.3.1 Value Chain Analysis
Figure 26 Customer Experience Management Market: Value Chain
5.3.2 Ecosystem
Table 4 Market: Ecosystem
5.3.3 Porter’s Five Forces Model
Table 5 Impact Of Each Force On The Market
5.3.3.1 Threat Of New Entrants
5.3.3.2 Threat Of Substitutes
5.3.3.3 Bargaining Power Of Suppliers
5.3.3.4 Bargaining Power Of Buyers
5.3.3.5 Degree Of Competition
5.3.4 Technology Analysis
5.3.4.1 Big Data And Analytics
5.3.4.2 Cloud Computing
5.3.4.3 Artificial Intelligence And Machine Learning
5.3.4.4 Natural Language Processing
5.3.5 Trends/Disruptions Impacting Customers/Buyers
Figure 27 Revenue Shift In The Customer Experience Management Market
5.3.6 Patent Analysis
Figure 28 Top Ten Companies With The Highest Number Of Patent Applications
Table 6 Us: Top Twenty Patent Owners, 2021
Figure 29 Number Of Patents Granted In A Year, 2010–2021
5.3.7 Average Selling Price Analysis
Table 7 Average Selling Price Ranges Of Subscription-Based Customer Experience Management Systems
5.3.8 Use Cases
Table 8 Use Case 1: Oracle
Table 9 Use Case 2: Oracle
Table 10 Use Case 3: Sap
Table 11 Use Case 4: Opentext
Table 12 Use Case 5: Inmoment
Table 13 Use Case 6: Medallia
Table 14 Use Case 7: Sitecore
Table 15 Use Case 8: Clarabridge
Table 16 Use Case 9: Nokia
Table 17 Use Case 10: Oracle
Table 18 Use Case 11: Opentext
5.4 Covid-19 Pandemic-Driven Market Dynamics And Factor Analysis
5.4.1 Overview
5.4.2 Drivers And Opportunities
5.4.3 Restraints And Challenges
5.4.4 Cumulative Growth Analysis
Table 19 Market: Cumulative Growth Analysis
6 Customer Experience Management Market, By Component
6.1 Introduction
Figure 30 Services Segment To Grow At A Higher Cagr During 2021–2026
Table 20 Market Size, By Component, 2015–2020 (Usd Million)
Table 21 Market Size, By Component, 2021–2026 (Usd Million)
6.2 Solutions
6.2.1 Solutions: Market Drivers
6.2.2 Solutions: Impact Of Covid-19 On The Market
Table 22 Customer Experience Management Solutions Market Size, By Region, 2015–2020 (Usd Million)
Table 23 Solutions: Customer Experience Management Market Size, By Region, 2021–2026 (Usd Million)
Table 24 North America: Customer Experience Management Solutions Market Size, By Country, 2015–2020 (Usd Million)
Table 25 North America: Customer Experience Management Solutions Market Size, By Country, 2021–2026 (Usd Million)
6.2.3 Omnichannel
6.2.4 Machine Learning
6.2.5 Analytics
6.2.6 Workforce Optimization
6.3 Services
6.3.1 Services: Market Drivers
6.3.2 Services: Impact Of Covid-19 On The Market
Figure 31 Managed Services Segment To Register A Higher Cagr During The Forecast Period
Table 26 Customer Experience Management Market Size, By Service, 2015–2020 (Usd Million)
Table 27 Market Size, By Service, 2021–2026 (Usd Million)
Table 28 Customer Experience Management Services Market Size, By Region, 2015–2020 (Usd Million)
Table 29 Customer Experience Management Services Market Size, By Region, 2021–2026 (Usd Million)
Table 30 North America: Customer Experience Management Services Market Size, By Country, 2015–2020 (Usd Million)
Table 31 North America: Customer Experience Management Services Market Size, By Country, 2021–2026 (Usd Million)
6.3.3 Professional Services
Figure 32 Support And Maintenance Segment To Register The Highest Cagr During The Forecast Period
Table 32 Customer Experience Management Market Size, By Professional Service, 2015–2020 (Usd Million)
Table 33 Market Size, By Professional Service, 2021–2026 (Usd Million)
Table 34 Customer Experience Professional Services: Management Market Size, By Region, 2015–2020 (Usd Million)
Table 35 Customer Experience Professional Services Management Market Size, By Region, 2021–2026 (Usd Million)
Table 36 North America: Customer Experience Professional Services Management Market Size, By Country, 2015–2020 (Usd Million)
Table 37 North America: Customer Experience Professional Services Management Market Size, By Country, 2021–2026 (Usd Million)
6.3.3.1 Deployment And Integration
Table 38 Customer Experience Deployment And Integration Market Size, By Region, 2015–2020 (Usd Million)
Table 39 Customer Experience Deployment And Integration Market Size, By Region, 2021–2026 (Usd Million)
Table 40 North America: Customer Experience Deployment And Integration Market Size, By Country, 2015–2020 (Usd Million)
Table 41 North America: Customer Experience Deployment And Integration Market Size, By Region, 2021–2026 (Usd Million)
6.3.3.2 Support And Maintenance
Table 42 Customer Experience Support And Maintenance Market Size, By Region, 2015–2020 (Usd Million)
Table 43 Customer Experience Support And Maintenance Market Size, By Region, 2021–2026 (Usd Million)
Table 44 North America: Customer Experience Support And Maintenance Market Size, By Country, 2015–2020 (Usd Million)
Table 45 North America: Customer Experience Support And Maintenance Market Size, By Region, 2021–2026 (Usd Million)
6.3.3.3 Consulting And Training
Table 46 Customer Experience Consulting And Training Market Size, By Region, 2015–2020 (Usd Million)
Table 47 Customer Experience Consulting And Training Market Size, By Region, 2021–2026 (Usd Million)
Table 48 North America: Customer Experience Consulting And Training Market Size, By Country, 2015–2020 (Usd Million)
Table 49 North America: Customer Experience Consulting And Training Market Size, By Country, 2021–2026 (Usd Million)
6.3.4 Managed Services
Table 50 Customer Experience Managed Services Market Size, By Region, 2015–2020 (Usd Million)
Table 51 Customer Experience Managed Services Market Size, By Region, 2021–2026 (Usd Million)
Table 52 North America: Customer Experience Managed Services Market Size, By Country, 2015–2020 (Usd Million)
Table 53 North America: Customer Experience Managed Services Market Size, By Country, 2021–2026 (Usd Million)
7 Customer Experience Management Market, By Touchpoint
7.1 Introduction
7.2 Websites
7.3 Stores
7.4 Call Centers
7.5 Mobile Apps
7.6 Social Media
7.7 Emails
7.8 Virtual Assistants
7.9 Other Touchpoints
8 Customer Experience Management Market, By Deployment Type
8.1 Introduction
Figure 33 Cloud Deployment To Account For Larger Market Size During The Forecast Period
Table 54 Market Size, By Deployment Type, 2015–2020 (Usd Million)
Table 55 Market Size, By Deployment Type, 2021–2026 (Usd Million)
8.2 On-Premise
8.2.1 On-Premises: Market Drivers
8.2.2 On-Premises: Impact Of Covid-19 On The Market
Table 56 On-Premise Deployment Market Size, By Region, 2015–2020 (Usd Million)
Table 57 On-Premise Deployment Market Size, By Region, 2021–2026 (Usd Million)
Table 58 North America: On-Premise Deployment Market Size, By Country, 2015–2020 (Usd Million)
Table 59 North America: On-Premise Deployment Market Size, By Country, 2021–2026 (Usd Million)
8.3 Cloud
8.3.1 Cloud: Market Drivers
8.3.2 Cloud: Impact Of Covid-19 On The Market
Table 60 Cloud Deployment Market Size, By Region, 2015–2020 (Usd Million)
Table 61 Cloud Deployment Market Size, By Region, 2021–2026 (Usd Million)
Table 62 North America: Cloud Deployment Market Size, By Country, 2015–2020 (Usd Million)
Table 63 North America: Cloud Deployment Market Size, By Country, 2021–2026 (Usd Million)
9 Customer Experience Management Market, By Organization Size
9.1 Introduction
Figure 34 Large Enterprises To Account For A Larger Market Size During The Forecast Period
Table 64 Market Size, By Organization Size, 2015–2020 (Usd Million)
Table 65 Market Size, By Organization Size, 2021–2026 (Usd Million)
9.2 Large Enterprises
9.2.1 Large Enterprises: Market Drivers
9.2.2 Large Enterprises: Impact Of Covid-19 On The Market
Table 66 Large Enterprises Market Size, By Region, 2015–2020 (Usd Million)
Table 67 Large Enterprises Market Size, By Region, 2021–2026 (Usd Million)
Table 68 North America: Large Enterprises Market Size, By Country, 2015–2020 (Usd Million)
Table 69 North America: Large Enterprises Market Size, By Country, 2021–2026 (Usd Million)
9.3 Small And Medium-Sized Enterprises
9.3.1 Small And Medium-Sized Enterprises: Market Drivers
9.3.2 Small And Medium-Sized Enterprises: Impact Of Covid-19 On The Market
Table 70 Small And Medium-Sized Enterprises Market Size, By Region, 2015–2020 (Usd Million)
Table 71 Small And Medium-Sized Enterprises Market Size, By Region, 2021–2026 (Usd Million)
Table 72 North America: Small And Medium-Sized Enterprises Market Size, By Country, 2015–2020 (Usd Million)
Table 73 North America: Small And Medium-Sized Enterprises Market Size, By Country, 2021–2026 (Usd Million)
10 Customer Experience Management Market, By Vertical
10.1 Introduction
Figure 35 Healthcare Segment Is Projected To Grow At The Highest Cagr During The Forecast Period
Table 74 Market Size, By Vertical, 2015–2020 (Usd Million)
Table 75 Market Size, By Vertical, 2021–2026 (Usd Million)
10.2 It And Telecom
10.2.1 It And Telecom: Market Drivers
10.2.2 It And Telecom: Covid-19 Impact
Table 76 Market Size In It And Telecom, By Region, 2015–2020 (Usd Million)
Table 77 Market Size In It And Telecom, By Region, 2021–2026 (Usd Million)
Table 78 North America: Market Size In It And Telecom, By Country, 2015–2020 (Usd Million)
Table 79 North America: Market Size In It And Telecom, By Country, 2021–2026 (Usd Million)
10.3 Bfsi
10.3.1 Bfsi: Market Drivers
10.3.2 Bfsi: Covid-19 Impact
Table 80 Customer Experience Management Market Size In Bfsi, By Region, 2015–2020 (Usd Million)
Table 81 Market Size In Bfsi, By Region, 2021–2026 (Usd Million)
Table 82 North America: Market Size In Bfsi, By Country, 2015–2020 (Usd Million)
Table 83 North America: Market Size In Bfsi, By Country, 2021–2026 (Usd Million)
10.4 Retail
10.4.1 Retail: Market Drivers
10.4.2 Retail: Covid-19 Impact
Table 84 Market Size In Retail, By Region, 2015–2020 (Usd Million)
Table 85 Market Size In Retail, By Region, 2021–2026 (Usd Million)
Table 86 North America: Market Size In Retail, By Country, 2015–2020 (Usd Million)
Table 87 North America: Market Size In Retail, By Country, 2021–2026 (Usd Million)
10.5 Healthcare
10.5.1 Healthcare: Market Drivers
10.5.2 Healthcare: Covid-19 Impact
Table 88 Customer Experience Management Market Size In Healthcare, By Region, 2015–2020 (Usd Million)
Table 89 Market Size In Healthcare, By Region, 2021–2026 (Usd Million)
Table 90 North America: Market Size In Healthcare, By Country, 2015–2020 (Usd Million)
Table 91 North America: Market Size In Healthcare, By Country, 2021–2026 (Usd Million)
10.6 Automotive
10.6.1 Automotive: Market Drivers
10.6.2 Automotive: Covid-19 Impact
Table 92 Market Size In Automotive, By Region, 2015–2020 (Usd Million)
Table 93 Market Size In Automotive, By Region, 2021–2026 (Usd Million)
Table 94 North America: Market Size In Automotive, By Country, 2015–2020 (Usd Million)
Table 95 North America: Market Size In Automotive, By Country, 2021–2026 (Usd Million)
10.7 Travel And Hospitality
10.7.1 Travel And Hospitality: Market Drivers
10.7.2 Travel And Hospitality: Covid-19 Impact
Table 96 Customer Experience Management Market Size In Travel And Hospitality, By Region, 2015–2020 (Usd Million)
Table 97 Market Size In Travel And Hospitality, By Region, 2021–2026 (Usd Million)
Table 98 North America: Market Size In Travel And Hospitality, By Country, 2015–2020 (Usd Million)
Table 99 North America: Market Size In Travel And Hospitality, By Country, 2021–2026 (Usd Million)
10.8 Media And Entertainment
10.8.1 Media And Entertainment: Market Drivers
10.8.2 Media And Entertainment: Covid-19 Impact
Table 100 Market Size In Media And Entertainment, By Region, 2015–2020 (Usd Million)
Table 101 Market Size In Media And Entertainment, By Region, 2021–2026 (Usd Million)
Table 102 North America: Customer Experience Management Market Size In Media And Entertainment, By Country, 2015–2020 (Usd Million)
Table 103 North America: Market Size In Media And Entertainment, By Country, 2021–2026 (Usd Million)
10.9 Public Sector
10.9.1 Public Sector: Market Drivers
10.9.2 Public Sector: Covid-19 Impact
Table 104 Market Size In Public Sector, By Region, 2015–2020 (Usd Million)
Table 105 Market Size In Public Sector, By Region, 2021–2026 (Usd Million)
Table 106 North America: Market Size In Public Sector, By Country, 2015–2020 (Usd Million)
Table 107 North America: Market Size In Public Sector, By Country, 2021–2026 (Usd Million)
10.10 Other Verticals
Table 108 Market Size In Other Verticals, By Region, 2015–2020 (Usd Million)
Table 109 Market Size In Other Verticals, By Region, 2021–2026 (Usd Million)
Table 110 North America: Market Size In Other Verticals, By Country, 2015–2020 (Usd Million)
Table 111 North America: Market Size In Other Verticals, By Country, 2021–2026 (Usd Million)
11 Customer Experience Management Market, By Region
11.1 Introduction
Figure 36 North America To Account For The Largest Market Share During The Forecast Period
Table 112 Market Size, By Region, 2015–2020 (Usd Million)
Table 113 Market Size, By Region, 2021–2026 (Usd Million)
Figure 37 Asia Pacific Market To Grow At The Highest Cagr During The Forecast Period
11.2 North America
11.2.1 North America: Market Drivers
11.2.2 North America: Covid-19 Impact
11.2.3 North America: Regulations
Figure 38 North America: Market Snapshot
Table 114 North America: Customer Experience Management Market Size, By Component, 2015–2020 (Usd Million)
Table 115 North America: Market Size, By Component, 2021–2026 (Usd Million)
Table 116 North America: Market Size, By Service, 2015–2020 (Usd Million)
Table 117 North America: Market Size, By Service, 2021–2026 (Usd Million)
Table 118 North America: Market Size, By Professional Service, 2015–2020 (Usd Million)
Table 119 North America: Market Size, By Professional Service, 2021–2026 (Usd Million)
Table 120 North America: Market Size, By Deployment Type, 2015–2020 (Usd Million)
Table 121 North America: Market Size, By Deployment Type, 2021–2026 (Usd Million)
Table 122 North America: Market Size, By Organization Size, 2015–2020 (Usd Million)
Table 123 North America: Market Size, By Organization Size, 2021–2026 (Usd Million)
Table 124 North America: Market Size, By Vertical, 2015–2020 (Usd Million)
Table 125 North America: Market Size, By Vertical, 2021–2026 (Usd Million)
Table 126 North America: Market Size, By Country, 2015–2020 (Usd Million)
Table 127 North America: Market Size, By Country, 2021–2026 (Usd Million)
11.2.4 United States
11.2.4.1 The Adoption Of Latest Technologies And Presence Of Major Players Contributed To The Growth Of The Market In The Region
Table 128 United States: Customer Experience Management Market Size, By Component, 2015–2020 (Usd Million)
Table 129 United States: Market Size, By Component, 2021–2026 (Usd Million)
Table 130 United States: Market Size, By Service, 2015–2020 (Usd Million)
Table 131 United States: Market Size, By Service, 2021–2026 (Usd Million)
Table 132 United States: Market Size, By Professional Service, 2015–2020 (Usd Million)
Table 133 United States: Market Size, By Professional Service, 2021–2026 (Usd Million)
Table 134 United States: Market Size, By Deployment Type, 2015–2020 (Usd Million)
Table 135 United States: Market Size, By Deployment Type, 2021–2026 (Usd Million)
Table 136 United States: Market Size, By Organization Size, 2015–2020 (Usd Million)
Table 137 United States: Market Size, By Organization Size, 2021–2026 (Usd Million)
Table 138 United States: Market Size, By Vertical, 2015–2020 (Usd Million)
Table 139 United States: Market Size, By Vertical, 2021–2026 (Usd Million)
11.2.5 Canada
11.2.5.1 The Technology Investments Have Boosted The Adoption Of Cem In The Region
Table 140 Canada: Customer Experience Management Market Size, By Component, 2015–2020 (Usd Million)
Table 141 Canada: Market Size, By Component, 2021–2026 (Usd Million)
Table 142 Canada: Market Size, By Service, 2015–2020 (Usd Million)
Table 143 Canada: Market Size, By Service, 2021–2026 (Usd Million)
Table 144 Canada: Market Size, By Professional Service, 2015–2020 (Usd Million)
Table 145 Canada: Market Size, By Professional Service, 2021–2026 (Usd Million)
Table 146 Canada: Market Size, By Deployment Type, 2015–2020 (Usd Million)
Table 147 Canada: Market Size, By Deployment Type, 2021–2026 (Usd Million)
Table 148 Canada: Market Size, By Organization Size, 2015–2020 (Usd Million)
Table 149 Canada: Market Size, By Organization Size, 2021–2026 (Usd Million)
Table 150 Canada: Market Size, By Vertical, 2015–2020 (Usd Million)
Table 151 Canada: Market Size, By Vertical, 2021–2026 (Usd Million)
11.3 Europe
11.3.1 Europe: Market Drivers
11.3.2 Europe: Covid-19 Impact
11.3.3 Europe: Regulations
Table 152 Europe: Customer Experience Management Market Size, By Component, 2015–2020 (Usd Million)
Table 153 Europe: Market Size, By Component, 2021–2026 (Usd Million)
Table 154 Europe: Market Size, By Service, 2015–2020 (Usd Million)
Table 155 Europe: Market Size, By Service, 2021–2026 (Usd Million)
Table 156 Europe: Market Size, By Professional Service, 2015–2020 (Usd Million)
Table 157 Europe: Market Size, By Professional Service, 2021–2026 (Usd Million)
Table 158 Europe: Market Size, By Deployment Type, 2015–2020 (Usd Million)
Table 159 Europe: Market Size, By Deployment Type, 2021–2026 (Usd Million)
Table 160 Europe: Market Size, By Organization Size, 2015–2020 (Usd Million)
Table 161 Europe: Market Size, By Organization Size, 2021–2026 (Usd Million)
Table 162 Europe: Market Size, By Vertical, 2015–2020 (Usd Million)
Table 163 Europe: Market Size, By Vertical, 2021–2026 (Usd Million)
Table 164 Europe: Market Size, By Country, 2015–2020 (Usd Million)
Table 165 Europe: Market Size, By Country, 2021–2026 (Usd Million)
11.3.4 United Kingdom
11.3.4.1 Businesses In The Region Quickly Adapt To The Changing Needs Of Customers
Table 166 Uk: Customer Experience Management Market Size, By Component, 2015–2020 (Usd Million)
Table 167 Uk: Market Size, By Component, 2021–2026 (Usd Million)
Table 168 Uk: Market Size, By Service, 2015–2020 (Usd Million)
Table 169 Uk: Market Size, By Service, 2021–2026 (Usd Million)
Table 170 Uk: Market Size, By Professional Service, 2015–2020 (Usd Million)
Table 171 Uk: Market Size, By Professional Service, 2021–2026 (Usd Million)
Table 172 Uk: Market Size, By Deployment Type, 2015–2020 (Usd Million)
Table 173 Uk: Market Size, By Deployment Type, 2021–2026 (Usd Million)
Table 174 Uk: Market Size, By Organization Size, 2015–2020 (Usd Million)
Table 175 Uk: Market Size, By Organization Size, 2021–2026 (Usd Million)
Table 176 Uk: Market Size, By Vertical, 2015–2020 (Usd Million)
Table 177 Uk: Market Size, By Vertical, 2021–2026 (Usd Million)
11.3.5 Germany
11.3.5.1 Companies In Germany Are Spending More On Digital Customer Experience
11.3.6 France
11.3.6.1 Increase In Digital Transformation To Drive The Growth Of The Market In France
11.3.7 Rest Of Europe
11.4 Asia Pacific
11.4.1 Asia Pacific: Market Drivers
11.4.2 Asia Pacific: Covid-19 Impact
11.4.3 Asia Pacific: Regulations
Figure 39 Asia Pacific: Market Snapshot
Table 178 Apac: Customer Experience Management Market Size, By Component, 2015–2020 (Usd Million)
Table 179 Apac: Market Size, By Component, 2021–2026 (Usd Million)
Table 180 Apac: Market Size, By Service, 2015–2020 (Usd Million)
Table 181 Apac: Market Size, By Service, 2021–2026 (Usd Million)
Table 182 Apac: Market Size, By Professional Service, 2015–2020 (Usd Million)
Table 183 Apac: Market Size, By Professional Service, 2021–2026 (Usd Million)
Table 184 Apac: Market Size, By Deployment Type, 2015–2020 (Usd Million)
Table 185 Apac: Market Size, By Deployment Type, 2021–2026 (Usd Million)
Table 186 Apac: Market Size, By Organization Size, 2015–2020 (Usd Million)
Table 187 Apac: Market Size, By Organization Size, 2021–2026 (Usd Million)
Table 188 Apac: Market Size, By Vertical, 2015–2020 (Usd Million)
Table 189 Apac: Market Size, By Vertical, 2021–2026 (Usd Million)
Table 190 Apac: Market Size, By Country, 2015–2020 (Usd Million)
Table 191 Apac: Market Size, By Country, 2021–2026 (Usd Million)
11.4.4 Australia And New Zealand
11.4.4.1 Businesses In Anz Are Continuously Adopting Customer-Centric Approaches
11.4.5 India
11.4.5.1 Organizations In India Focus On Providing A Personalized Experience To The Customers
11.4.6 China
11.4.6.1 Rapid Adoption Of Technologies For Digital Transformation Helped Businesses In China To Grow With The Changing Customer Demands
Table 192 China: Customer Experience Management Market Size, By Component, 2015–2020 (Usd Million)
Table 193 China: Market Size, By Component, 2021–2026 (Usd Million)
Table 194 China: Market Size, By Service, 2015–2020 (Usd Million)
Table 195 China: Market Size, By Service, 2021–2026 (Usd Million)
Table 196 China: Market Size, By Professional Service, 2015–2020 (Usd Million)
Table 197 China: Market Size, By Professional Service, 2021–2026 (Usd Million)
Table 198 China: Market Size, By Deployment Type, 2015–2020 (Usd Million)
Table 199 China: Market Size, By Deployment Type, 2021–2026 (Usd Million)
Table 200 China: Market Size, By Organization Size, 2015–2020 (Usd Million)
Table 201 China: Market Size, By Organization Size, 2021–2026 (Usd Million)
Table 202 China: Market Size, By Vertical, 2015–2020 (Usd Million)
Table 203 China: Market Size, By Vertical, 2021–2026 (Usd Million)
11.4.7 Rest Of Asia Pacific
11.5 Middle East And Africa
11.5.1 Middle East And Africa: Market Drivers
11.5.2 Middle East And Africa: Impact Of Covid-19 On The Market
11.5.3 Middle East And Africa: Regulations
Table 204 Middle East And Africa: Customer Experience Management Market Size, By Component, 2015–2020 (Usd Million)
Table 205 Middle East And Africa: Market Size, By Component, 2021–2026 (Usd Million)
Table 206 Middle East And Africa: Market Size, By Service, 2015–2020 (Usd Million)
Table 207 Middle East And Africa: Market Size, By Service, 2021–2026 (Usd Million)
Table 208 Middle East And Africa: Market Size, By Professional Service, 2015–2020 (Usd Million)
Table 209 Middle East And Africa: Market Size, By Professional Service, 2021–2026 (Usd Million)
Table 210 Middle East And Africa: Market Size, By Deployment Type, 2015–2020 (Usd Million)
Table 211 Middle East And Africa: Market Size, By Deployment Type, 2021–2026 (Usd Million)
Table 212 Middle East And Africa: Market Size, By Organization Size, 2015–2020 (Usd Million)
Table 213 Middle East And Africa: Market Size, By Organization Size, 2021–2026 (Usd Million)
Table 214 Middle East And Africa: Market Size, By Vertical, 2015–2020 (Usd Million)
Table 215 Middle East And Africa: Market Size, By Vertical, 2021–2026 (Usd Million)
Table 216 Middle East And Africa: Market Size, By Country, 2015–2020 (Usd Million)
Table 217 Middle East And Africa: Customer Experience Management Market Size, By Country, 2021–2026 (Usd Million)
11.5.4 Uae
11.5.4.1 Organizations In The Uae Realize The Importance Of Incorporating The Latest Technologies
11.5.5 Saudi Arabia
11.5.5.1 Fast-Paced Adoption Of Cloud-Based Services In Saudi Arabia Have Improved The Digital Economy Growth
11.5.6 South Africa
11.5.6.1 South Africa Is Considered To Be The Largest It Market In The World
11.5.7 Rest Of The Middle East And Africa
11.6 Latin America
11.6.1 Latin America: Market Drivers
11.6.2 Latin America: Impact Of Covid-19 On The Market
11.6.3 Latin America: Regulations
Table 218 Latin America: Customer Experience Management Market Size, By Component, 2015–2020 (Usd Million)
Table 219 Latin America: Market Size, By Component, 2021–2026 (Usd Million)
Table 220 Latin America: Market Size, By Service, 2015–2020 (Usd Million)
Table 221 Latin America: Market Size, By Service, 2021–2026 (Usd Million)
Table 222 Latin America: Market Size, By Professional Service, 2015–2020 (Usd Million)
Table 223 Latin America: Market Size, By Professional Service, 2021–2026 (Usd Million)
Table 224 Latin America: Market Size, By Deployment Type, 2015–2020 (Usd Million)
Table 225 Latin America: Market Size, By Deployment Type, 2021–2026 (Usd Million)
Table 226 Latin America: Market Size, By Organization Size, 2015–2020 (Usd Million)
Table 227 Latin America: Market Size, By Organization Size, 2021–2026 (Usd Million)
Table 228 Latin America: Market Size, By Vertical, 2015–2020 (Usd Million)
Table 229 Latin America: Market Size, By Vertical, 2021–2026 (Usd Million)
Table 230 Latin America: Market Size, By Country, 2015–2020 (Usd Million)
Table 231 Latin America: Market Size, By Country, 2021–2026 (Usd Million)
11.6.4 Brazil
11.6.4.1 Increase In The Presence Of Major Players In Brazil Drive Organizations’ Focus On Cem
11.6.5 Mexico
11.6.5.1 The Adoption Of Cloud-Based Services By Organizations In Mexico Boosted The Customer Experience Management Market
11.6.6 Rest Of Latin America
12 Competitive Landscape
12.1 Overview
12.2 Market Evaluation Framework
Figure 40 Market Evaluation Framework, 2019–2021
12.3 Key Market Developments
12.3.1 Product Launches
Table 232 Market: Product Launches, March 2019–September 2021
12.3.2 Deals
Table 233 Market: Deals, January 2020–August 2021
12.4 Market Share Analysis Of Top Players
Table 234 Market: Degree Of Competition
Figure 41 Market Share Analysis Of Companies In The Customer Experience Management Market
12.5 Historical Revenue Analysis
Figure 42 Historical Revenue Analysis, 2018–2020
12.6 Company Evaluation Matrix Overview
12.7 Company Evaluation Matrix Methodology And Definitions
Table 235 Product Footprint Weightage
12.7.1 Stars
12.7.2 Emerging Leaders
12.7.3 Pervasive Players
12.7.4 Participants
Figure 43 Customer Experience Management Market, Company Evaluation Matrix, 2021
12.8 Company Product Footprint Analysis
Table 236 Company Product Footprint
Table 237 Company Offering Footprint
Table 238 Company Industry Footprint
Table 239 Company Region Footprint
12.9 Company Market Ranking Analysis
Figure 44 Ranking Of Key Players In The Market, 2021
12.10 Startup/Sme Evaluation Matrix Methodology And Definitions
Table 240 Startup/Sme Evaluation Matrix: Criteria Weightage
12.10.1 Progressive Companies
12.10.2 Responsive Companies
12.10.3 Dynamic Companies
12.10.4 Starting Blocks
Figure 45 Customer Experience Management Market (Global): Startup/Sme Evaluation Matrix, 2020
13 Company Profiles
13.1 Major Players
(Business Overview, Products & Services, Key Insights, Recent Developments, Covid-19 Impact, Mnm View)*
13.1.1 Oracle
Table 241 Oracle: Business Overview
Figure 46 Oracle: Company Snapshot
Table 242 Oracle: Products Offered
Table 243 Oracle: Market: Product Launches
Table 244 Oracle: Market: Deals
13.1.2 Adobe
Table 245 Adobe: Business Overview
Figure 47 Adobe: Company Snapshot
Table 246 Adobe: Products Offered
Table 247 Adobe: Customer Experience Management Market: Product Launches
Table 248 Adobe: Market: Deals
13.1.3 Sap
Table 249 Sap: Business Overview
Figure 48 Sap: Company Snapshot
Table 250 Sap: Products Offered
Table 251 Sap: Market: Product Launched
Table 252 Sap: Market: Deals
13.1.4 Ibm
Table 253 Ibm: Business Overview
Figure 49 Ibm: Company Snapshot
Table 254 Ibm: Products Offered
Table 255 Ibm: Customer Experience Management Market: Product Launches
Table 256 Ibm: Market: Deals
13.1.5 Avaya
Table 257 Avaya: Business Overview
Figure 50 Avaya: Company Snapshot
Table 258 Avaya: Products Offered
Table 259 Avaya: Market: Product Launches
Table 260 Avaya: Market: Deals
13.1.6 Opentext
Table 261 Opentext: Business Overview
Figure 51 Opentext: Company Snapshot
Table 262 Opentext: Products Offered
Table 263 Opentext: Customer Experience Management Market: Product Launches
Table 264 Opentext: Market: Deals
13.1.7 Nice
Table 265 Nice: Business Overview
Figure 52 Nice: Company Snapshot
Table 266 Nice: Products Offered
Table 267 Nice: Market: Product Launches
Table 268 Nice: Market: Deals
13.1.8 Sas Institute
Table 269 Sas: Business Overview
Table 270 Sas: Products Offered
Table 271 As: Customer Experience Management Market: Product Launches
Table 272 Sas: Market: Deals
13.1.9 Verint Systems
Table 273 Verint Systems: Business Overview
Figure 53 Verint Systems: Company Snapshot
Table 274 Verint Systems: Products Offered
Table 275 Verint Systems: Market: Product Launches
Table 276 Verint Systems: Market: Deals
13.1.10 Teradata
Table 277 Teradata: Business Overview
Figure 54 Teradata: Company Snapshot
Table 278 Teradata: Products Offered
Table 279 Teradata: Market: Others
Table 280 Teradata: Customer Experience Management Market: Deals
13.1.11 Tech Mahindra
13.1.12 Nokia
13.1.13 Inmoment
13.1.14 Zendesk
13.1.15 Sitecore
13.1.16 Sprinklr
13.1.17 Medallia
*Details On Business Overview, Products & Services, Key Insights, Recent Developments, Covid-19 Imapact, Mnm View Might Not Be Captured In Case Of Unlisted Companies.
13.2 Startup/Sme Players
13.2.1 Mixpanel
13.2.2 Ngdata
13.2.3 Algonomy
13.2.4 Zephyrtel
13.2.5 Amperity
13.2.6 Clarabridge
13.2.7 Mindtouch
13.2.8 Sogosurvey
13.2.9 Segment.Io
14 Appendix
14.1 Adjacent/Related Market
14.1.1 Limitations
14.1.2 Customer Data Platform Market – Global Forecast To 2026
14.1.2.1 Market Definition
14.1.2.2 Market Overview
14.1.2.3 Customer Data Platform Market, By Component
Table 281 Customer Data Platform Market Size, By Component, 2015–2020 (Usd Million)
Table 282 Customer Data Platform Market Size, By Component, 2021–2026 (Usd Million)
14.1.2.4 Customer Data Platform Market, By Deployment Mode
Table 283 Customer Data Platform Market Size, By Deployment Mode, 2015–2020 (Usd Million)
Table 284 Customer Data Platform Market Size, By Deployment Mode, 2021–2026 (Usd Million)
14.1.2.5 Customer Data Platform Market, By Organization Size
Table 285 Customer Data Platform Market Size, By Organization Size, 2015–2020 (Usd Million)
Table 286 Customer Data Platform Market Size, By Organization Size, 2021–2026 (Usd Million)
14.1.2.6 Customer Data Platform Market, By Application
Table 287 Customer Data Platform Market Size, By Application, 2015–2020 (Usd Million)
Table 288 Customer Data Platform Market Size, By Application, 2021–2026 (Usd Million)
14.1.2.7 Customer Data Platform Market, By Region
Table 289 Customer Data Platform Market Size, By Region, 2015–2020 (Usd Million)
Table 290 Customer Data Platform Market Size, By Region, 2021–2026 (Usd Million)
14.1.3 Customer Analytics Market - Global Forecast To 2025
14.1.3.1 Market Definition
14.1.3.2 Market Overview
14.1.3.3 Customer Analytics Market, By Component
Table 291 Customer Analytics Market Size, By Component, 2018–2025 (Usd Million)
Table 292 Solutions: Customer Analytics Market, By Type, 2018–2025 (Usd Million)
Table 293 Solutions: Customer Analytics Market Size, By Region, 2018–2025 (Usd Million)
Table 294 Services: Customer Analytics Market Size, By Type, 2018–2025 (Usd Million)
Table 295 Services: Customer Analytics Market Size, By Region, 2018–2025 (Usd Million)
14.1.3.4 Customer Analytics Market, By Deployment
Table 296 Customer Analytics Market Size, By Deployment Mode, 2018–2025 (Usd Million)
Table 297 Cloud: Customer Analytics Market Size, By Region, 2018–2025 (Usd Million)
Table 298 On-Premises: Customer Analytics Market Size, By Region, 2018–2025 (Usd Million)
14.1.3.5 Customer Analytics Market, By Organization Size
Table 299 Customer Analytics Market Size, By Organization Size, 2018–2025 (Usd Million)
Table 300 Large Enterprises: Customer Analytics Market Size, By Region, 2018–2025 (Usd Million)
Table 301 Small And Medium-Sized Enterprises: Customer Analytics Market Size, By Region, 2018–2025 (Usd Million)
14.1.3.6 Customer Analytics Market, By Application
Table 302 Customer Analytics Market Size, By Application, 2018–2025 (Usd Million)
14.1.3.7 Customer Analytics Market, By Data Source
Table 303 Customer Analytics Market Size, By Data Source, 2018–2025 (Usd Million)
14.1.3.8 Customer Analytics Market, By Industry Vertical
Table 304 Customer Analytics Market Size, By Industry Vertical, 2018–2025 (Usd Million)
14.1.3.9 Customer Analytics Market, By Region
Table 305 Customer Analytics Market Size, By Region, 2018–2025 (Usd Million)
14.1.4 Customer Engagement Solutions Market - Global Forecast To 2023
14.1.4.1 Market Definition
14.1.4.2 Market Overview
14.1.4.3 Customer Engagement Solutions Market, By Component
Table 306 Customer Engagement Solutions Market Size, By Component, 2016–2023 (Usd Million)
Table 307 Customer Engagement Solutions Market Size, By Solution Type, 2016–2023 (Usd Million)
Table 308 Customer Engagement Solutions Market Size, By Service Type, 2016–2023 (Usd Million)
14.1.4.4 Customer Engagement Solutions Market, By Deployment
Table 309 Customer Engagement Solutions Market Size, By Deployment Type, 2016–2023 (Usd Million)
14.1.4.5 Customer Engagement Solutions Market, By Organization Size
Table 310 Customer Engagement Solutions Market Size, By Organization Size, 2016–2023 (Usd Million)
14.1.4.6 Customer Engagement Solutions Market, By Vertical
Table 311 Customer Engagement Solutions Market Size, By Vertical, 2016–2023 (Usd Million)
14.1.4.7 Customer Engagement Solutions Market, By Region
Table 312 Customer Engagement Solutions Market, By Region, 2016–2023 (Usd Million)
14.2 Discussion Guide
14.3 Knowledge Store: Marketsandmarkets’ Subscription Portal
14.4 Available Customizations
14.5 Related Reports
14.6 Author Details
