세계의 SQM 및 CEM 시장 규모 조사 및 예측 : 컴포넌트별, 용도별, 배포 모드별, 기업 규모별, 최종사용자별, 지역별 예측(2025-2035년)
Global SQM and CEM Market Size study & Forecast, by Component, by Application, by Deployment Mode, by Enterprise Size, by End-User and Regional Forecasts 2025-2035
상품코드:1839468
리서치사:Bizwit Research & Consulting LLP
발행일:2025년 10월
페이지 정보:영문 285 Pages
라이선스 & 가격 (부가세 별도)
ㅁ Add-on 가능: 고객의 요청에 따라 일정한 범위 내에서 Customization이 가능합니다. 자세한 사항은 문의해 주시기 바랍니다.
한글목차
세계의 SQM와 CEM 시장 규모는 2024년에 약 71억 달러에 달하며, 예측 기간인 2025-2035년에는 9.20% 이상의 성장률로 성장할 것으로 예측됩니다.
서비스 품질관리(SQM)와 고객경험관리(CEM) 솔루션은 고객 만족도 향상, 비즈니스 프로세스 최적화, 경쟁 우위 확보를 위해 노력하는 조직에 필수적인 프레임워크로 부상하고 있습니다. 이러한 기술을 통해 기업은 실시간으로 서비스 성능을 측정하고, 서비스 제공의 격차를 파악하며, 고객 여정에 직접적인 영향을 미치는 페인 포인트(Pain Point)를 선제적으로 대응할 수 있습니다. 소비자의 기대치가 높아지고 디지털 채널이 증가함에 따라 모든 산업 분야의 기업은 SQM과 CEM 플랫폼을 활용하여 일관성 있고 개인화된 원활한 경험을 제공합니다. 이 시장의 성장 궤적은 업무 효율성을 최적화하고 고객 충성도를 강화하기 위해 설계된 고급 분석, 인공지능, 자동화 툴의 빠른 도입에 힘입어 성장세를 이어가고 있습니다.
디지털 생태계의 확장은 SQM과 CEM 솔루션에 대한 수요를 더욱 증가시키고 있습니다. 기업은 이러한 플랫폼을 활용하여 고객 감정을 해석하고, 실용적인 인사이트를 수집하고, 피드백 루프를 서비스 모델에 통합하기 위해 이러한 플랫폼을 활용해야 합니다. 예를 들어 매장내 접점에서부터 모바일 애플리케이션, 소셜미디어와의 상호작용에 이르기까지 옴니채널 커뮤니케이션이 확산됨에 따라 실시간 모니터링과 분석은 효과적인 고객 참여 전략의 핵심이 되고 있습니다. 업계 조사에 따르면 고객 경험에 투자하는 기업은 높은 고객 유지율과 고객 1인당 평생 가치 향상을 달성할 가능성이 높아 SQM과 CEM 도입에 대한 경제적 근거가 강화되고 있습니다. 그러나 통합의 복잡성, 데이터 사일로, 소프트웨어 인프라에 대한 높은 선행 투자 등의 문제는 예측 기간 중 시장 확대에 걸림돌이 될 수 있습니다.
이 보고서에 포함된 세부 부문 및 하위 부문은 다음과 같습니다:
목차
제1장 세계의 SQM와 CEM 시장 : 조사 범위와 조사 방법
조사 목적
조사 방법
예측 모델
데스크 조사
톱다운과 보텀업 어프로치
조사의 속성
조사 범위
시장의 정의
시장 세분화
조사 전제조건
포함과 제외
제한 사항
조사 대상 연도
제2장 개요
CEO/CXO 입장
전략적 인사이트
ESG 분석
주요 조사 결과
제3장 세계의 SQM와 CEM 시장력 분석
시장 성장 촉진요인
시장이 해결해야 할 과제
시장 기회
제4장 세계의 SQM와 CEM 업계 분석
Porter's Five Forces 모델
바이어의 교섭력
공급업체의 교섭력
신규 진출업체의 위협
대체품의 위협
경쟁 기업 간 경쟁 관계
Porter's Five Forces 예측 모델(2024-2035년)
PESTEL 분석
정치
경제
사회
기술
환경
법률
주요 투자 기회
주요 성공 전략(2025)
시장 점유율 분석(2024-2025)
세계의 가격 분석과 동향 2025
애널리스트의 제안과 결론
제5장 세계의 SQM와 CEM 시장 규모·예측 : 컴포넌트별, 2025-2035년
시장 개요
세계의 SQM와 CEM 시장 실적 - 잠재적 분석(2025)
소프트웨어
서비스
제6장 세계의 SQM와 CEM 시장 규모·예측 : 용도별, 2025-2035년
시장 개요
세계의 SQM와 CEM 시장 실적 - 잠재적 분석(2025)
고객 피드백 관리
실시간 분석
소셜미디어 모니터링
고객의 소리
기타
제7장 세계의 SQM와 CEM 시장 규모·예측 : 배포 모드별, 2025-2035년
시장 개요
세계의 SQM와 CEM 시장 실적 - 잠재적 분석(2025)
온프레미스
클라우드
제8장 세계의 SQM와 CEM 시장 규모·예측 : 기업 규모별, 2025-2035년
시장 개요
세계의 SQM와 CEM 시장 실적 - 잠재적 분석(2025)
중소기업
대기업
제9장 세계의 SQM와 CEM 시장 규모·예측 : 최종사용자별, 2025-2035년
시장 개요
세계의 SQM와 CEM 시장 실적 - 잠재적 분석(2025)
BFSI
헬스케어
소매
IT 및 통신
기타
제10장 세계의 SQM와 CEM 시장 규모·예측 : 지역별, 2025-2035년
성장 지역 시장 스냅숏
주요 선진국 및 신흥 국가
북미
미국
캐나다
유럽
영국
독일
프랑스
스페인
이탈리아
기타 유럽 지역
아시아태평양
중국
인도
일본
호주
한국
기타 아시아태평양
라틴아메리카
브라질
멕시코
중동 및 아프리카
아랍에미리트
사우디아라비아(KSA)
남아프리카공화국
제11장 경쟁 정보
주요 시장의 전략
Salesforce, Inc
회사 개요
주요 임원
회사 개요
재무 실적(데이터 가용성에 따라 제공)
제품/서비스 포트
최근 개발
시장 전략
SWOT 분석
Oracle Corporation
SAP SE
Adobe Inc.
Medallia, Inc.
Qualtrics International Inc.
Genesys Telecommunications Laboratories, Inc.
NICE Ltd.
Verint Systems Inc.
Zendesk, Inc.
IBM Corporation
Cisco Systems, Inc.
OpenText Corporation
Avaya Holdings Corp.
Ericsson
KSA
영문 목차
영문목차
The Global SQM and CEM Market is valued approximately at USD 7.1 billion in 2024 and is anticipated to grow with a growth rate of more than 9.20% over the forecast period 2025-2035. Service Quality Management (SQM) and Customer Experience Management (CEM) solutions have emerged as indispensable frameworks for organizations striving to elevate customer satisfaction, optimize business processes, and gain competitive advantages. These technologies allow enterprises to measure service performance in real time, identify gaps in delivery, and proactively address pain points that directly impact the customer journey. As consumer expectations rise and digital channels multiply, businesses across industries are leveraging SQM and CEM platforms to deliver consistent, personalized, and seamless experiences. The growth trajectory of this market is anchored in the accelerated adoption of advanced analytics, artificial intelligence, and automation tools designed to strengthen customer loyalty while optimizing operational efficiency.
The expansion of digital ecosystems has further intensified the demand for SQM and CEM solutions. Enterprises are increasingly compelled to harness these platforms to interpret customer sentiment, gather actionable insights, and integrate feedback loops into service models. For example, with the proliferation of omnichannel communication-from in-store touchpoints to mobile applications and social media interactions-real-time monitoring and analytics have become the cornerstone of effective customer engagement strategies. According to industry studies, businesses that invest in customer experience are more likely to achieve higher retention rates and increased lifetime value per customer, reinforcing the economic case for SQM and CEM adoption. However, challenges such as integration complexity, data silos, and high upfront investment in software infrastructure may act as roadblocks to market expansion during the forecast horizon.
The detailed segments and sub-segments included in the report are:
By Component:
Software
Services
By Application:
Customer Feedback Management
Real-Time Analytics
Social Media Monitoring
Voice of the Customer
Others
By Deployment Mode:
On-Premises
Cloud
By Enterprise Size:
Small and Medium Enterprises
Large Enterprises
By End-User:
BFSI
Healthcare
Retail
IT and Telecommunications
Others
By Region:
North America
U.S.
Canada
Europe
UK
Germany
France
Spain
Italy
Rest of Europe
Asia Pacific
China
India
Japan
Australia
South Korea
Rest of Asia Pacific
Latin America
Brazil
Mexico
Middle East & Africa
UAE
Saudi Arabia
South Africa
Rest of Middle East & Africa
Software Solutions are Expected to Dominate the Market
Within the component segmentation, software solutions are anticipated to hold the largest market share during the forecast period. Enterprises are increasingly adopting advanced platforms capable of integrating AI-driven analytics, customer journey mapping, and automated workflow engines. The ability of software solutions to provide actionable insights, consolidate multi-channel interactions, and deliver measurable improvements in service quality is driving their dominance. Moreover, their scalability and compatibility with existing enterprise architectures make them the preferred choice for organizations seeking to modernize their customer management frameworks.
Cloud Deployment Leads in Revenue Contribution
When segmented by deployment mode, cloud-based solutions dominate market revenues and are projected to expand at the fastest pace over the forecast timeline. Businesses are rapidly moving away from legacy on-premises models in favor of flexible, subscription-based platforms that can be deployed globally with minimal capital expenditure. The cloud model ensures continuous upgrades, elastic scalability, and remote accessibility-capabilities that are critical in today's hybrid work and digital-first environments. Although certain industries still rely on on-premises solutions due to regulatory compliance needs, the clear shift toward cloud-based deployments underscores the broader market's evolution.
The key regions considered for the Global SQM and CEM Market study include North America, Europe, Asia Pacific, Latin America, and the Middle East & Africa. North America dominated the market in 2025 with the largest market share owing to its robust technology infrastructure, early adoption of advanced customer engagement solutions, and the presence of leading global vendors. Enterprises across sectors such as BFSI, telecommunications, and retail are investing heavily in SQM and CEM platforms to maintain their competitive edge and cater to evolving customer expectations. Meanwhile, Asia Pacific is projected to experience the fastest growth, propelled by rapid digital transformation, surging smartphone penetration, and expanding e-commerce ecosystems in countries like China and India. Favorable government initiatives, combined with significant venture capital investments in the region's tech sector, are accelerating the demand for SQM and CEM solutions.
Major market players included in this report are:
Salesforce, Inc.
Oracle Corporation
SAP SE
Adobe Inc.
Medallia, Inc.
Qualtrics International Inc.
Genesys Telecommunications Laboratories, Inc.
NICE Ltd.
Verint Systems Inc.
Zendesk, Inc.
IBM Corporation
Cisco Systems, Inc.
OpenText Corporation
Avaya Holdings Corp.
Ericsson
Global SQM and CEM Market Report Scope:
Historical Data - 2023, 2024
Base Year for Estimation - 2024
Forecast period - 2025-2035
Report Coverage - Revenue forecast, Company Ranking, Competitive Landscape, Growth factors, and Trends
Regional Scope - North America; Europe; Asia Pacific; Latin America; Middle East & Africa
Customization Scope - Free report customization (equivalent to up to 8 analysts' working hours) with purchase. Addition or alteration to country, regional & segment scope*
The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values for the coming years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within the countries involved in the study. The report also provides detailed information about crucial aspects, such as driving factors and challenges, which will define the future growth of the market. Additionally, it incorporates potential opportunities in micro-markets for stakeholders to invest, along with a detailed analysis of the competitive landscape and product offerings of key players. The detailed segments and sub-segments of the market are explained below:
Key Takeaways:
Market Estimates & Forecast for 10 years from 2025 to 2035.
Annualized revenues and regional-level analysis for each market segment.
Detailed analysis of the geographical landscape with country-level analysis of major regions.
Competitive landscape with information on major players in the market.
Analysis of key business strategies and recommendations on future market approach.
Analysis of the competitive structure of the market.
Demand side and supply side analysis of the market.
Table of Contents
Chapter 1. Global SQM and CEM Market Report Scope & Methodology
1.1. Research Objective
1.2. Research Methodology
1.2.1. Forecast Model
1.2.2. Desk Research
1.2.3. Top Down and Bottom-Up Approach
1.3. Research Attributes
1.4. Scope of the Study
1.4.1. Market Definition
1.4.2. Market Segmentation
1.5. Research Assumption
1.5.1. Inclusion & Exclusion
1.5.2. Limitations
1.5.3. Years Considered for the Study
Chapter 2. Executive Summary
2.1. CEO/CXO Standpoint
2.2. Strategic Insights
2.3. ESG Analysis
2.4. key Findings
Chapter 3. Global SQM and CEM Market Forces Analysis
3.1. Market Forces Shaping The Global SQM and CEM Market (2024-2035)
3.2. Drivers
3.2.1. digital channels multiply
3.2.2. seamless experiences
3.3. Restraints
3.3.1. integration complexity
3.4. Opportunities
3.4.1. achieve higher retention rates and increased lifetime value per customer
Chapter 4. Global SQM and CEM Industry Analysis
4.1. Porter's 5 Forces Model
4.1.1. Bargaining Power of Buyer
4.1.2. Bargaining Power of Supplier
4.1.3. Threat of New Entrants
4.1.4. Threat of Substitutes
4.1.5. Competitive Rivalry
4.2. Porter's 5 Force Forecast Model (2024-2035)
4.3. PESTEL Analysis
4.3.1. Political
4.3.2. Economical
4.3.3. Social
4.3.4. Technological
4.3.5. Environmental
4.3.6. Legal
4.4. Top Investment Opportunities
4.5. Top Winning Strategies (2025)
4.6. Market Share Analysis (2024-2025)
4.7. Global Pricing Analysis And Trends 2025
4.8. Analyst Recommendation & Conclusion
Chapter 5. Global SQM and CEM Market Size & Forecasts by Component 2025-2035
5.1. Market Overview
5.2. Global SQM and CEM Market Performance - Potential Analysis (2025)
5.3. Software
5.3.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
5.3.2. Market size analysis, by region, 2025-2035
5.4. Services
5.4.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
5.4.2. Market size analysis, by region, 2025-2035
Chapter 6. Global SQM and CEM Market Size & Forecasts by Application 2025-2035
6.1. Market Overview
6.2. Global SQM and CEM Market Performance - Potential Analysis (2025)
6.3. Customer Feedback Management
6.3.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
6.3.2. Market size analysis, by region, 2025-2035
6.4. Real-Time Analytics
6.4.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
6.4.2. Market size analysis, by region, 2025-2035
6.5. Social Media Monitoring
6.5.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
6.5.2. Market size analysis, by region, 2025-2035
6.6. Voice of the Customer
6.6.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
6.6.2. Market size analysis, by region, 2025-2035
6.7. Others
6.7.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
6.7.2. Market size analysis, by region, 2025-2035
Chapter 7. Global SQM and CEM Market Size & Forecasts by Deployment Mode 2025-2035
7.1. Market Overview
7.2. Global SQM and CEM Market Performance - Potential Analysis (2025)
7.3. On-Premises
7.3.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
7.3.2. Market size analysis, by region, 2025-2035
7.4. Cloud
7.4.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
7.4.2. Market size analysis, by region, 2025-2035
Chapter 8. Global SQM and CEM Market Size & Forecasts by Enterprise Size 2025-2035
8.1. Market Overview
8.2. Global SQM and CEM Market Performance - Potential Analysis (2025)
8.3. Small and Medium Enterprises
8.3.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
8.3.2. Market size analysis, by region, 2025-2035
8.4. Large Enterprises
8.4.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
8.4.2. Market size analysis, by region, 2025-2035
Chapter 9. Global SQM and CEM Market Size & Forecasts by End-User 2025-2035
9.1. Market Overview
9.2. Global SQM and CEM Market Performance - Potential Analysis (2025)
9.3. BFSI
9.3.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
9.3.2. Market size analysis, by region, 2025-2035
9.4. Healthcare
9.4.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
9.4.2. Market size analysis, by region, 2025-2035
9.5. Retail
9.5.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
9.5.2. Market size analysis, by region, 2025-2035
9.6. IT and Telecommunications
9.6.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
9.6.2. Market size analysis, by region, 2025-2035
9.7. Others
9.7.1. Top Countries Breakdown Estimates & Forecasts, 2024-2035
9.7.2. Market size analysis, by region, 2025-2035
Chapter 10. Global SQM and CEM Market Size & Forecasts by Region 2025-2035
10.1. Growth SQM and CEM Market, Regional Market Snapshot
