Global Customer Experience Management Market (2023-2028) by Offering, TouchPoint, Deployment, Enterprise Size, Application, and Regional Analysis, AI and Sustainability Footprints, and Market Success Strategies

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JI-Consumer G&S-001



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The Global Customer Experience Management Market is set to surge from USD 13.04 Bn in 2023 to a projected USD 23.60 Bn by 2028, growing at a CAGR of 12.60%.

customer experience management market

The Customer Experience Management Market is a rapidly evolving sector that prioritizes customer satisfaction and engagement within corporate strategies. It involves a wide range of interactions between enterprises and their customers, aiming to create positive and lasting impressions.

One of the main drivers fueling the expansion of the customer experience market is the increasing focus on customer-centricity. Businesses across various industries recognize that providing exceptional customer experiences is no longer just a differentiator but a necessity. As a result, companies invest in advanced technologies and strategies to understand customer needs, preferences, and behaviors. This shift drives the widespread adoption of customer experience management solutions as companies strive to build lasting customer relationships and enhance brand loyalty.

However, the market faces challenges. Achieving consistency in customer experiences across different channels and touchpoints is a significant challenge, especially for large organizations with complex operations. Concerns about data privacy and the protection of customer information become crucial due to the growing collection and use of customer data. Additionally, the continuous influx of technological innovation requires constant adaptation and investment in new tools and platforms to maintain competitiveness, potentially imposing financial burdens on some entities.

The customer experience market is divided by various factors, including industry verticals, touchpoints, and regional distinctions. Different industry sectors, such as retail, banking, healthcare, and telecommunications, grapple with unique customer experience requirements and complexities. Touchpoints encompass various channels, including web interfaces, mobile applications, social media platforms, call centers, and physical establishments, providing multiple avenues for customer interactions. Geographically, the market shows variations in adoption and maturation, with North America, Europe, Asia Pacific, and other global regions experiencing individualized trends in customer experience approaches and technological innovations.


Segment Analysis for Customer Experience Management Systems

The Global Customer Experience Management Market is segmented based on Offering, TouchPoint, Deployment, Enterprise Size, and Application.

The Customer Experience Management Market consists of three fundamental components: software, services, and hardware. Software solutions encompass a range of tools, including customer relationship management (CRM) software, customer feedback analytics, and omnichannel engagement platforms. These tools are intricately designed to enhance customer interactions and provide deeper insights. Services include essential offerings such as consulting, implementation, training, and support services, holding immense significance for organizations in deploying and optimizing customer experience solutions. The hardware segment includes tangible infrastructure elements like contact center equipment, interactive kiosks, and IoT devices, all contributing to the seamless facilitation of customer interactions. Together, these components offer comprehensive solutions for businesses aiming to cultivate exceptional customer relationships, streamline operational processes, and strengthen their competitive standing. Various touchpoints in the Customer Experience Management Market serve as conduits for businesses to connect with customers. These touchpoints include web interfaces, mobile apps, social media platforms, call centers, physical brick-and-mortar establishments, and email communications, providing multiple avenues for engaging with customers. These touchpoints are crucial in enabling businesses to deliver tailored and cohesive experiences, gather valuable customer feedback, and foster brand loyalty. Through adept management and optimization of these touchpoints, enterprises can elevate customer satisfaction, improve operational efficiency, and secure a competitive advantage in the global marketplace.

Regional Analysis for Customer Experience Management Systems

The Customer Experience Management Systems market in the Americas, comprising North America and Latin America, is mature and robust. The United States and Canada lead in adopting CXM, driven by their commitment to customer-centric strategies. These countries have well-established ecosystems of CXM solution providers catering to diverse industries, including retail, banking, and telecommunications. Latin America, particularly in Brazil and Mexico, experiences consistent growth, with a focus on sectors like e-commerce and hospitality prioritizing CXM solutions.

Europe presents a sophisticated CXM market characterized by strict data protection regulations, notably the General Data Protection Regulation (GDPR). Leading in CXM adoption are the United Kingdom, Germany, France, and the Nordics, emphasizing personalization, compliance, and seamless customer experiences. The European market also underscores sustainability and environmental responsibility, influencing CXM solutions aligned with these values.

APAC emerges as a dynamic and rapidly expanding region for CXM systems, with countries like China, India, Japan, and Southeast Asian nations witnessing substantial adoption. Economic growth, urbanization, and a burgeoning middle-class population drive organizations in APAC to invest in CXM solutions, particularly in sectors like e-commerce, telecommunications, and fintech. The region embraces technological advancements, accelerating the adoption of CXM solutions, especially in mobile technology and e-commerce platforms.

EMEA, including the Middle East, Africa, and Europe, shows growing interest in CXM solutions. The Middle East, particularly the UAE and Saudi Arabia, emerges as significant markets for CXM adoption, notably in hospitality, government, and critical infrastructure sectors. Investments in smart city initiatives and infrastructure development contribute to the demand for CXM solutions, with a focus on integrating CXM with advanced technologies like IoT and big data analytics for comprehensive customer engagement ecosystems.

List of Companies

The report provides profiles of the key companies, outlining their history, business segments, product overview, and company financials. Some companies from competitive analysis are Oracle, Adobe, SAP, Avaya, OpenText, and Verint Systems.


Key Developments

Accenture and Adobe Unlock Content Supply Chain Value to Help Enterprise Brands Cut Costs, Increase Efficiencies and Drive Growth – March 2023

SAP and Microsoft Collaborate on Joint Generative AI Offerings to Help Customers Address the Talent Gap – May 2023


Frequently Asked Questions

How Much Is The Global Customer Experience Management Market  Size?

The Global Customer Experience Management Market is set to surge from USD 13.04 Bn in 2023 to a projected USD 23.60 Bn by 2028, growing at a CAGR of 12.60%.

What Is The Major Global Customer Experience Management Market  Driver?

  • Adoption of Cloud-based Services to Drive Market
  • Rising Investment in Technology to Boost Adoption of CEM Solutions

What are the Major Customer Experience Management Market opportunities?

  • Demand for Unified Customer Experience Across Channel Propel Market
  • Rising Investment in Technology to Boost Adoption of CEM Solutions

Which Region Held The Highest Share In The Customer Experience Management Market?

North America is anticipated to maintain the dominant customer experience management market.

Who Are The Customer Experience Management Market Players?

Adobe, Algonomy, Amperity, Avaya, IBM, Inmoment, etc.

1. Introduction
1.1 Scope of the Study
1.2 Purpose of the Study
1.3 Limitations of the Study
1.4 Currency

2. Executive Summary
2.1 Market Definition
2.2 Market Size and Segmentation
2.3 Insights for CXOs

3. Market Forces
3.1 Drivers
3.1.1 Increasing Need to Establish Learning Behavior with Customers
3.1.2 Need to Maintain Customer Engagement through Omni-channel Engagement
3.1.3 Rising Demand for Customer Experience Management Solutions
3.1.4 Increasing Need for CEM Solutions to Reduce Customer Churn Rates
3.2 Restraints
3.2.1 Issues in Data Synchronization and Complexities
3.3 Opportunities
3.3.1 Growth in the Collection of Information Using a Single Platform
3.3.2 Increasing Extraction of CEM Solutions for Optimal Strategies
3.4 Challenges
3.4.1 Lack of Innovation
3.4.2 Difficulty in Ensuring CE ROI

4. AI and Sustainability Footprints
4.1 Market Trends of AI and Sustainability
4.2 Application of AI - AI Adoption Levels
4.3 Environmental and Emission Reduction Initiatives

5. Market Analysis
5.1 Government Regulations
5.2 Patent Analysis
5.3 PESTLE Analysis
5.4 Porter's Five Forces Analysis
5.5 Pricing Analysis
5.6 Technology Trends

6. Market Segmentations
6.1 Global Customer Experience Management Market, By Offerings
6.1.1 Market Overview, Size and Forecast
6.1.2 Solutions
6.1.3 Services

6.2 Global Customer Experience Management Market, By Touchpoint
6.2.1 Market Overview, Size and Forecast
6.2.2 Websites
6.2.3 Stores
6.2.4 Call Centers
6.2.5 Mobile Apps
6.2.6 Social Media
6.2.7 Emails
6.2.8 Virtual Assistants
6.2.9 Other Touchpoints

6.3 Global Customer Experience Management Market, By Deployment
6.3.1 Market Overview, Size and Forecast
6.3.2 On-Premises
6.3.3 Cloud-Based Deployment

6.4 Global Customer Experience Management Market, By Application
6.4.1 Market Overview, Size and Forecast
6.4.2 Automotive
6.4.3 Banking and Financial Services
6.4.4 Entertainment and Media
6.4.5 Healthcare
6.4.6 Hospitality and Travel
6.4.7 IT & Telecommunications
6.4.8 Manufacturing
6.4.9 Retail and E-commerce
6.4.10 Utilities and Energy

6.5 Global Customer Experience Management Market, By Enterprise Size
6.5.1 Market Overview, Size and Forecast
6.5.2 Small and Medium-sized Enterprises (SMEs)
6.5.3 Large Enterprises

7. Region Analysis of the Global Customer Experience Management Market
7.1 Americas
7.1.1 Brazil
7.1.2 Canada
7.1.3 Mexico
7.1.4 US
7.1.5 Others
7.2 Europe
7.2.1 France
7.2.2 Germany
7.2.3 Italy
7.2.4 Russia
7.2.5 United Kingdom
7.2.6 Others
7.3 Middle East & Africa
7.3.1 Israel
7.3.2 Nigeria
7.3.3 Saudi Arabia
7.3.4 South Africa
7.3.5 UAE
7.3.6 Others
/>7.4 Asia
7.4.1 Australia – New Zealand
7.4.2 China
7.4.3 India
7.4.4 Japan
7.4.5 South Korea
7.4.6 Others

8. Market Success Strategies
8.1 Best Marketing Practices
8.2 Market Entry Strategies

9. Competitive Analysis
9.1 Adobe
9.2 Algonomy
9.3 Amperity
9.4 Avaya
9.5 IBM
9.6 Inmoment
9.7 Medallia
9.8 MindTouch
9.9 NGData
9.10 Nice
9.11 Nokia
9.12 OpenText
9.13 Oracle
9.14 SAP
9.15 SAS
9.16 Sitecore
9.17 Skyvera
9.18 Sogolytics
9.19 Sprinklr
9.20 TechMahindra
9.21 TeraData
9.22 Verint Systems
9.23 Zendesk

10. Case Studies
10.1 Analysis of Successful Companies
10.2 Lessons from Market Failures

11. Appendix
11.1 Research Methodology
11.2 Assumptions for the Report
11.3 List of Abbreviations

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