세계의 고객 경험 관리 시장 규모 : 분석 툴별, 터치포인트별, 최종사용자별, 지역별 범위 및 예측

Global Customer Experience Management Market Size By Analytical Tools (Enterprise Feedback Management Software, Speech Analytics, Text Analytics, Web Analytics & Content Management), By Touchpoint, By End-User, By Geographic Scope And Forecast

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한글목차

고객 경험 관리 시장 규모 및 전망

고객 경험 관리 시장 규모는 2024년 141억 2,000만 달러로 평가되며, 2026-2032년 동안 16.90%의 CAGR로 성장하여 2032년에는 441억 5,000만 달러에 달할 것으로 예상됩니다.

• 고객 경험 관리(CXM 또는 CEM)는 타겟팅된 마케팅 전략과 기술을 통해 고객과의 상호작용, 만족도 및 전반적인 경험을 향상시키는 데 초점을 맞춘 종합적인 접근 방식입니다.
• CXM은 단순한 마케팅 도구를 넘어 고객을 조직의 중심에 두는 디지털 전환을 목표로 하며, 고객의 니즈를 이해하고 부서 간 전략을 실행하여 고객 만족, 충성도, 옹호도를 높이는 고객 중심 문화를 조성합니다. 여기에는 모든 채널을 통한 전체 고객 여정을 개인화하여 실시간으로 구성하고, 모든 채널에서 고객 여정을 실시간으로 구성하는 것이 포함됩니다.
• 효과적인 CXM은 고객이 브랜드와의 상호 작용에서 어떻게 느끼고 인지 및 충성도에 영향을 미치는지에 초점을 맞춥니다. 기업의 웹사이트, 고객 서비스, 광고 등 모든 접점에서의 긍정적인 경험은 고객의 충성도와 브랜드 지지에 큰 영향을 미칩니다.
• CXM은 또한 고객 경험이 좋은 경험을 위해 더 많은 비용을 지불할 의향이 있으며, 긍정적인 상호 작용 후 충성도를 유지하고 브랜드를 추천할 가능성이 높아진다는 연구 결과가 있습니다. 기업의 차별화에 도움이 됩니다.
• 적절한 CXM 소프트웨어는 고객 데이터를 수집 및 분석하여 개선점을 파악하고, 궁극적으로 고객 만족도를 높여 장기적인 충성도를 높일 수 있습니다.

세계 고객 경험 관리 시장 역학

세계 고객 경험 관리 시장을 형성하는 주요 시장 역학은 다음과 같습니다.

주요 시장 촉진요인

• AI와 머신러닝 도입 증가 : 고객 경험 관리 솔루션에 AI와 머신러닝을 통합하면 기업이 고객의 행동을 예측하고 상호작용을 개인화하여 고객 만족도와 충성도를 향상시킬 수 있습니다.
• 옴니채널 고객 경험의 부상 : 소셜 미디어, 모바일 앱, 웹사이트, 오프라인 매장 등 다양한 접점에서 고객의 기대에 부응하기 위해 기업은 원활한 옴니채널 경험을 제공하는 데 점점 더 많은 노력을 기울이고 있습니다. 하버드 비즈니스 리뷰(Harvard Business Review)의 조사에 따르면, 고객의 73%가 쇼핑 과정에서 여러 채널을 이용하고 있습니다. 또한, 4개 이상의 채널을 이용한 고객은 1개 채널만 이용한 고객에 비해 매장에서 9% 더 많은 소비를 하는 것으로 나타났습니다.
• 고객 인사이트 확보를 위한 데이터 분석의 중요성 증대 : 기업들은 첨단 데이터 분석 툴을 활용하여 고객의 행동, 선호도, 니즈에 대한 더 깊은 인사이트를 확보함으로써 보다 타겟팅되고 효과적인 고객 경험 전략을 수립할 수 있게 되었습니다.

주요 과제

• 데이터 프라이버시 및 보안에 대한 우려 : 고객 경험 관리를 위한 디지털 플랫폼의 사용이 증가함에 따라 데이터 프라이버시 및 보안에 대한 우려가 커지고 있으며, 이는 이러한 시스템의 채택과 신뢰를 제한할 수 있습니다. 2021 탈레스 데이터 위협 보고서(2021 Thales Data Threat Report)에 따르면, 미국 기업의 45%가 지난 1년 동안 데이터 유출을 경험했거나 컴플라이언스 감사에 실패한 것으로 나타났습니다. 이는 고객 경험 관리 노력에 영향을 미칠 수 있는 데이터 보안 문제가 널리 퍼져 있음을 보여줍니다.
• 엄격한 정부 규제 : 다양한 지역에서 시행되고 있는 엄격한 데이터 보호 규정은 기업이 고객 데이터를 효과적으로 관리하고 경험 관리를 위해 활용하는 데 어려움을 겪고 있으며, 가트너의 조사에 따르면 2020년 10%에서 2023년까지 전 세계 인구의 65%는 최신 개인정보 보호 규정에 따라 데이터를 보호받게 될 것으로 예상하고 있습니다. 가 최신 프라이버시 규제에 따라 데이터를 보호받게 될 것으로 예측하고 있습니다. 이처럼 법규의 적용 범위가 빠르게 확대되는 것은 전 세계 고객 경험 관리 전략에 큰 도전이 될 것입니다.
• 레거시 시스템과의 통합 문제 : 많은 기업들이 최신 고객 경험 관리 솔루션과 기존 레거시 시스템을 통합하는 데 어려움을 겪고 있으며, 이는 데이터 세분화 및 일관성 없는 고객 경험으로 이어지고 있습니다. IT 의사결정권자의 85%가 통합 문제로 인해 디지털 전환 노력이 지연되고 있다고 답했습니다. 이는 효과적인 고객 경험 관리를 방해하는 통합 문제가 광범위하게 퍼져 있음을 보여줍니다.

주요 동향

• AI 기반 개인화의 부상 : 기업들은 AI와 머신러닝을 활용하여 다양한 접점에서 초개인화된 고객 경험을 제공하기 위해 AI와 머신러닝을 활용하고 있으며, Salesforce의 보고서에 따르면, 고객의 52%는 항상 개인화된 오퍼가 제공되기를 기대한다고 답했습니다. 2019년 49%에서 증가한 52%의 고객이 개인화된 오퍼를 기대한다고 합니다. 또한, Accenture는 91%의 소비자가 적절한 제안과 추천을 인식하고 기억하고 제공하는 브랜드에서 쇼핑할 가능성이 높다고 밝혔습니다.
• 고객의 소리(VoC) 프로그램에 대한 관심 증가 : 기업들은 고객의 소리를 실시간으로 수집, 분석, 조치하고 제품 및 서비스를 개선하기 위해 VoC 프로그램을 중요시하고 있으며, 가트너의 조사에 따르면 2025년까지 VoC 프로그램을 도입한 기업 중 60%가 기존 설문조사를 보완하기 위해 VoC 프로그램을 도입할 것으로 예상됩니다.의 60%가 고객과의 음성 및 텍스트 대화를 분석하여 기존 설문조사를 보완할 것이라고 합니다. 이는 2021년 15% 이하에서 증가한 수치입니다.
• 고객 데이터 플랫폼(CDP) 도입 확대 : 다양한 소스의 고객 데이터를 통합하여 고객 개개인에 대한 종합적인 단일 뷰를 생성함으로써 더 나은 경험 관리를 실현하기 위해 고객 데이터 플랫폼 도입이 확대되고 있습니다.

목차

제1장 소개

• 시장 정의
• 시장 세분화
• 조사 스케줄
• 가정
• 한계

제2장 조사 방법

• 데이터 마이닝
• 2차 조사
• 1차 조사
• 전문가 조언
• 퀄리티 체크
• 최종 리뷰
• 데이터 삼각측량
• 상향식 접근
• 하향식 접근
• 조사 흐름
• 데이터 소스

제3장 주요 요약

• 세계의 고객 경험 관리 시장 개요
• 세계의 고객 경험 관리 시장, 추정과 예측, 2021-2030년
• 세계의 고객 경험 관리 시장 생태 매핑
• 경쟁 분석 : 퍼널 다이어그램
• 세계의 고객 경험 관리 시장 절대적 수익 기회
• 고객 경험 관리 세계 시장 매력 분석 : 지역별
• 고객 경험 관리 세계 시장 매력 분석 : 분석 툴별
• 세계의 고객 경험 관리 시장 매력 분석 : 터치포인트별
• 세계의 고객 경험 관리 시장 매력 분석 : 최종사용자별
• 고객 경험 관리 세계 시장 지역별 분석
• 고객 경험 관리 세계 시장 : 분석 툴별
• 고객 경험 관리 세계 시장 : 터치포인트별
• 고객 경험 관리 세계 시장 : 최종사용자별
• 향후 시장 기회
• 제품 라이프라인

제4장 시장 전망

• 세계의 고객 경험 관리 시장 변천
• 세계의 고객 경험 관리 시장 전망
• 시장 성장 촉진요인
• 시장 성장 억제요인
• 시장 기회
• 시장 동향
• Porter's Five Forces 분석
• 거시경제 분석
• 밸류체인 분석
• 가격 분석

제5장 분석 툴별 시장

• 개요
• 세계의 고객 경험 관리 시장 : 분석 툴별
• 기업 피드백 관리(EFM) 소프트웨어
• 스피치 분석
• 텍스트 분석
• 웹 분석 및 컨텐츠 관리
• 기타 분석

제6장 터치포인트별 시장

• 개요
• 세계의 고객 경험 관리 시장 : 터치포인트별
• 웹 서비스
• 콜센터
• 모바일
• 소셜 미디어 플랫폼
• 이메일
• 기타

제7장 최종사용자별 시장

• 개요
• 세계의 고객 경험 관리 시장 : 최종사용자별
• 소매
• BFSI
• 헬스케어
• IT &통신
• 제조업
• 정부
• 에너지 및 유틸리티
• 기타

제8장 지역별 시장

• 개요
• 미국
  • 미국 시장 현황
• 중앙아메리카
  • 중앙아메리카 시장 현황
  • 과테말라
  • 파나마
  • 코스타리카
  • 기타 중앙아메리카
• 라틴아메리카
  • 라틴아메리카 시장 현황
  • 브라질
  • 아르헨티나
  • 기타 라틴아메리카
• 중동
  • 중동 시장 현황
  • 사우디아라비아
  • 아랍에미리트
  • 기타 중동
• 행(기타)

제9장 경쟁 구도

• 개요
• 시장 순위 분석
• 지역별 발자국
• 기업 산업별 발자국
• 에이스 매트릭스
  • 액티브
  • 커팅 엣지
  • 이머징
  • 이노베이터

제10장 기업 개요

• WENUPCX
• AVAYA LLC
• SAPIENS INTERNATIONAL
• FRESHWORKS INC.
• TRACK.CO
• GENESYS
• SEIDOR
• OPEN TEXT CORPORATION
• APEX AMERICA
• MEDALLIA
• SERVICE MANAGEMENT GROUP(SMG)
• KONECTA GROUP
• QUALTRICS
• ITERUM CONNECTIONS
• VERINT SYSTEMS INC.

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영문 목차

영문목차

Customer Experience Management Market Size And Forecast

The Customer Experience Management Market size was valued at USD 14.12 Billion in 2024 and is projected to reach USD 44.15 Billion by 2032, growing at a CAGR of 16.90% from 2026 to 2032.

• Customer Experience Management (CXM or CEM) is a comprehensive approach focused on enhancing customer interactions, satisfaction, and overall experience through targeted marketing strategies and technology.
• It involves understanding customer needs and implementing cross-functional strategies to foster a customer-centric culture that drives satisfaction, loyalty, and advocacy. CXM extends beyond mere marketing tools, aiming for a digital transformation that places customers at the heart of an organization. This philosophy involves personalizing and orchestrating the entire customer journey across all channels in real time.
• Effective CXM focuses on how customers feel during their interactions with a brand, impacting their perception and loyalty. Positive experiences at every touchpoint such as a company's website, customer service, or advertisement significantly influence customer loyalty and brand advocacy.
• Research shows that customers are willing to pay more for superior experiences and are more likely to remain loyal and recommend a brand after a positive interaction. CXM also helps companies differentiate themselves in a competitive market, where the customer experience often becomes a key differentiator.
• Proper CXM software collects and analyzes customer data to identify areas for improvement, ultimately enhancing customer satisfaction and driving long-term loyalty.

Global Customer Experience Management Market Dynamics

The key market dynamics that are shaping the global customer experience management market include:

Key Market Drivers

• Increasing Adoption of AI and Machine Learning: The integration of AI and machine learning in customer experience management solutions is enabling businesses to predict customer behavior and personalize interactions, leading to improved customer satisfaction and loyalty.
• Rise of Omnichannel Customer Experience: Businesses are increasingly focusing on providing seamless omnichannel experiences to meet customer expectations across various touchpoints, including social media, mobile apps, websites, and physical stores. A study by Harvard Business Review found that 73% of customers use multiple channels during their shopping journey. Furthermore, customers who used 4+ channels spent 9% more in the store compared to those who used just one channel.
• Growing Importance of Data Analytics in Customer Insights: Organizations are leveraging advanced data analytics tools to gain deeper insights into customer behavior, preferences, and needs, enabling them to create more targeted and effective customer experience strategies.

Key Challenges

• Data Privacy and Security Concerns: Increasing usage of digital platforms for customer experience management has raised significant concerns about data privacy and security, potentially limiting adoption and trust in these systems. According to the 2021 Thales Data Threat Report, 45% of U.S. companies experienced a data breach or failed a compliance audit in the past year. This highlights the prevalence of data security issues that can impact customer experience management initiatives.
• Stringent Government Regulations: The implementation of strict data protection regulations across various regions poses challenges for businesses in managing and utilizing customer data effectively for experience management. A study by Gartner predicted that by 2023, 65% of the world's population will have its data covered under modern privacy regulations, up from 10% in 2020. This rapid increase in regulatory coverage presents a significant challenge for global customer experience management strategies.
• Integration Challenges with Legacy Systems: Many organizations face difficulties in integrating modern customer experience management solutions with their existing legacy systems, leading to fragmented data and inconsistent customer experiences. A survey by MuleSoft found that 85% of IT decision-makers believe that integration challenges are slowing digital transformation initiatives. This indicates the widespread nature of integration issues that hinder effective customer experience management.

Key Trends

• Rise of AI-powered Personalization: Companies are increasingly leveraging AI and machine learning to deliver hyper-personalized customer experiences across various touchpoints. According to a report by Salesforce, 52% of customers expect offers to always be personalized up from 49% in 2019. Additionally, Accenture found that 91% of consumers are more likely to shop with brands that recognize, remember, and provide them with relevant offers and recommendations.
• Increased Focus on Voice of Customer (VoC) Programs: Organizations are placing greater emphasis on Voice of Customer programs to gather, analyze, and act on customer feedback in real-time, improving their products and services. A study by Gartner revealed that by 2025, 60% of organizations with voice-of-the-customer (VoC) programs will supplement traditional surveys by analyzing voice and text interactions with customers. This is up from less than 15% in 2021.
• Growing Adoption of Customer Data Platforms (CDPs): Businesses are increasingly implementing Customer Data Platforms to unify customer data from various sources and create a single, comprehensive view of each customer for better experience management

Global Customer Experience Management Market Regional Analysis

Here is a more detailed regional analysis of the global customer experience management market:

North America

• North America substantially dominates the global customer experience management market owing to its high adoption rate and advanced technologies.
• North America, particularly the U.S., leads in the adoption of advanced technologies like AI, machine learning, and cloud computing, which are crucial for modern customer experience management.
• According to a report by IDC, the U.S. is expected to remain the largest market for AI spending, delivering more than 50% of all AI spending worldwide through 2023. The report also predicts that U.S. spending on AI will grow to USD 120 Billion by 2025.
• The region hosts many leading CEM vendors and has a thriving startup ecosystem, fostering innovation and competition in the market.
• North American businesses are increasingly prioritizing customer-centric strategies, driving demand for sophisticated CEM solutions.
• A study by PwC found that 73% of U.S. consumers point to customer experience as an important factor in their purchasing decisions. Moreover, 42% of consumers said they would pay more for a friendly, welcoming experience, and 65% found a positive experience with a brand to be more influential than great advertising.

Asia Pacific

• Asia Pacific is anticipated to witness the fastest growth in the global customer experience management market driven by the rapid e-commerce growth and digital transformation
• The Asia Pacific region is experiencing explosive growth in e-commerce and digital transformation, driving the need for advanced customer experience management solutions.
• According to a report by Google, Temasek, and Bain & Company, Southeast Asia's internet economy is expected to reach USD 300 Billion by 2025, with e-commerce being the largest sector. The report also notes that the region added 40 million new internet users in 2020 alone, bringing the total to 400 million.
• The proliferation of smartphones and improving internet connectivity across the Asia Pacific region is creating new opportunities for businesses to engage with customers digitally.
• Businesses in the Asia Pacific region are increasingly investing in customer experience technologies to gain a competitive edge in rapidly growing markets.
• According to IDC, Asia Pacific spending on customer experience technologies is expected to reach USD 35.3 Billion by 2024. The report highlights that China will be the largest market for CX spending in the region, accounting for 47.9% of the total.

Global Customer Experience Management Market: Segmentation Analysis

The Global Customer Experience Management Market is segmented based on Analytical Tools, Touchpoint, End-User, And Geography.

Customer Experience Management Market, By Analytical Tools

• Enterprise Feedback Management (EFM) Software
• Speech Analytics
• Text Analytics
• Web Analytics & Content Management

Based on Analytical Tools, the Global Customer Experience Management Market is bifurcated into Enterprise Feedback Management (EFM) Software, Speech Analytics, Text Analytics, and Web Analytics & Content Management. The Enterprise Feedback Management (EFM) software segment dominates the global customer experience management (CXM) market, driven by the need to efficiently manage growing volumes of customer feedback. EFM software centralizes feedback from multiple channels, enabling organizations to track, analyze, and quickly respond to customer concerns, which enhances satisfaction and loyalty. Its applications include survey management, case management, and integration with customer relationship management (CRM) systems, making it a critical tool for improving customer experiences and response times across industries.

Customer Experience Management Market, By Touchpoint

• Web Services
• Call Centers
• Mobile
• Social Media Platform
• Email

Based on Touchpoint, the Global Customer Experience Management Market is bifurcated into Web Services, Call Centers, Mobile, Social Media Platform, and Email. The Retail segment dominates the global customer experience management market, driven by the industry's focus on delivering exceptional customer experiences to boost sales. Market dynamics, such as the rapid growth of e-commerce, the rise of omnichannel retailing, and the increasing importance of customer loyalty, fuel the demand for CXM solutions. Retailers utilize these solutions for personalization, managing loyalty programs, gathering customer feedback, and ensuring seamless integration across multiple channels, making CXM a critical tool in enhancing customer satisfaction and retention in the retail sector.

Customer Experience Management Market, By End-User

• Retail
• Banking, Financial Services and Insurance (BFSI)
• Healthcare
• IT & Telecom
• Manufacturing
• Government
• Energy & Utilities

Based on End-User, the Global Customer Experience Management Market is bifurcated into Retail, BFSI, Healthcare, IT & Telecom, Manufacturing, Government, Energy & Utilities. The web services segment dominates the global customer experience management (CXM) market, as it serves as the most frequent touchpoint for customers. The growing adoption of digital channels and the need for seamless online experiences drive the demand for web services. These services encompass websites, online stores, self-service portals, and live chat, playing a critical role in shaping customer interactions and ensuring a smooth, engaging experience across various digital platforms. This prominence makes web services a key component in CXM strategies.

Customer Experience Management Market, By Geography

• North America
• Europe
• Asia Pacific
• Rest of the World

Based on Geography, the Global Customer Experience Management Market is classified into North America, Europe, Asia Pacific, and the Rest of the World. North America substantially dominates the global customer experience management market owing to its high adoption rate and advanced technologies. North America, particularly the U.S., leads in the adoption of advanced technologies like AI, machine learning, and cloud computing, which are crucial for modern customer experience management. According to a report by IDC, the U.S. is expected to remain the largest market for AI spending, delivering more than 50% of all AI spending worldwide through 2023. The report also predicts that U.S. spending on AI will grow to USD 120 Billion by 2025.

Key Players

The "Global Customer Experience Management Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are WenUpCX, Avaya LLC, Sapiens International, Freshworks, Inc., and Track.co, Genesys, SEIDOR, Open Text Corporation, Apex America, Medallia, Service Management Group (SMG), Konecta Group, Qualtrics, Iterum Connections, Verint Systems, Inc.

• This section offers in-depth analysis through a company overview, position analysis, the regional and industrial footprint of the company, and the ACE matrix for insightful competitive analysis. The section also provides an exhaustive analysis of the financial performances of mentioned players in the given market.

Our market analysis also entails a section solely dedicated to such major players wherein our analysts provide an insight into the financial statements of all the major players, along with product benchmarking and SWOT analysis. The competitive landscape section also includes key development strategies, market share, and market ranking analysis of the above-mentioned players globally.

Global Customer Experience Management Market Key Developments

• In November 2023, Zendesk announced the launch of CRM and no-code technologies for customer service personnel. The tools contain object triggers for Zendesk's custom objects, which automate the task.
• In June 2023, Adobe announced the launch of Adobe Product Analytics for enterprise customers to give a tailored experience across many touchpoints while also increasing operational efficiency.
• In March 2023, General Motors implemented the Adobe Experience Cloud enterprise solution to provide highly tailored marketing offerings and real-time client interaction experiences.
• In March 2023, Cubu was launched by Q-nomy, a business that specializes in customer journey management solutions

TABLE OF CONTENTS

1 INTRODUCTION

• 1.1 MARKET DEFINITION
• 1.2 MARKET SEGMENTATION
• 1.3 RESEARCH TIMELINES
• 1.4 ASSUMPTIONS
• 1.5 LIMITATIONS

2 RESEARCH METHODOLOGY

• 2.1 DATA MINING
• 2.2 SECONDARY RESEARCH
• 2.3 PRIMARY RESEARCH
• 2.4 SUBJECT MATTER EXPERT ADVICE
• 2.5 QUALITY CHECK
• 2.6 FINAL REVIEW
• 2.7 DATA TRIANGULATION
• 2.8 BOTTOM-UP APPROACH
• 2.9 TOP-DOWN APPROACH
• 2.10 RESEARCH FLOW
• 2.11 DATA SOURCES

3 EXECUTIVE SUMMARY

• 3.1 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET OVERVIEW
• 3.2 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ESTIMATES AND FORECAST (USD MILLION), 2021-2030
• 3.3 OBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ECOLOGY MAPPING
• 3.4 COMPETITIVE ANALYSIS: FUNNEL DIAGRAM
• 3.5 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ABSOLUTE MARKET OPPORTUNITY
• 3.6 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ATTRACTIVENESS ANALYSIS, BY REGION
• 3.7 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ATTRACTIVENESS ANALYSIS, BY ANALYTICAL TOOLS
• 3.8 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ATTRACTIVENESS ANALYSIS, BY TOUCHPOINT
• 3.9 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET ATTRACTIVENESS ANALYSIS, BY END USER
• 3.10 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET GEOGRAPHICAL ANALYSIS (CAGR %)
• 3.11 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ANALYTICAL TOOLS (USD MILLION)
• 3.12 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT (USD MILLION)
• 3.13 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END USER (USD MILLION)
• 3.14 FUTURE MARKET OPPORTUNITIES
• 3.15 PRODUCT LIFELINE

4 MARKET OUTLOOK

• 4.1 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET EVOLUTION
• 4.2 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET OUTLOOK
• 4.3 MARKET DRIVERS
  • 4.3.1 DIGITAL TRANSFORMATION INITIATIVES ACT AS A CATALYST FOR THE GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 4.3.2 INCREASED FOCUS ON CUSTOMER RETENTION HAS BECOME A DRIVING FORCE IN THE GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET
• 4.4 MARKET RESTRAINTS
  • 4.4.1 DATA SECURITY AND PRIVACY CONCERNS ARE NAVIGATING CHALLENGES IN THE GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 4.4.2 CHALLENGES WITH LEGACY SYSTEMS ARE A COMPLEX BARRIER IN THE GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET
• 4.5 MARKET OPPORTUNITY
  • 4.5.1 RISE OF AI-POWERED CUSTOMER SERVICE IS REVOLUTIONIZING THE CUSTOMER EXPERIENCE MANAGEMENT MARKET
  • 4.5.2 GLOBAL EXPANSION AND MARKET PENETRATION IS ELEVATING CUSTOMER EXPERIENCES WORLDWIDE
• 4.6 MARKET TRENDS
  • 4.6.1 HYPER-PERSONALIZATION IS CRAFTING UNIQUE CUSTOMER EXPERIENCES IN THE CEM MARKET
  • 4.6.2 EMPHASIS ON EMOTIONAL INTELLIGENCE IS A TRANSFORMATIVE TREND IN THE GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET
• 4.7 PORTER'S FIVE FORCES ANALYSIS
  • 4.7.1 THREAT OF NEW ENTRANTS- MODERATE
  • 4.7.2 THREAT OF SUBSTITUTES- LOW TO MODERATE
  • 4.7.3 BARGAINING POWER OF SUPPLIERS- LOW TO MODERATE
  • 4.7.4 BARGAINING POWER OF BUYERS- MODERATE TO HIGH
  • 4.7.5 INTENSITY OF COMPETITIVE RIVALRY- HIGH
• 4.8 MACROECONOMIC ANALYSIS
• 4.9 VALUE CHAIN ANALYSIS
• 4.10 PRICING ANALYSIS

5 MARKET, BY ANALYTICAL TOOLS

• 5.1 OVERVIEW
• 5.2 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: BASIS POINT SHARE (BPS) ANALYSIS, BY ANALYTICAL TOOLS
• 5.3 ENTERPRISE FEEDBACK MANAGEMENT (EFM) SOFTWARE
• 5.4 SPEECH ANALYTICS
• 5.5 TEXT ANALYTICS
• 5.6 WEB ANALYTICS & CONTENT MANAGEMENT
• 5.7 OTHER ANALYTICS

6 MARKET, BY TOUCHPOINT

• 6.1 OVERVIEW
• 6.2 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: BASIS POINT SHARE (BPS) ANALYSIS, BY TOUCHPOINT
• 6.3 WEB SERVICES
• 6.4 CALL CENTERS
• 6.5 MOBILE
• 6.6 SOCIAL MEDIA PLATFORM
• 6.7 EMAIL
• 6.8 OTHERS

7 MARKET, BY END USER

• 7.1 OVERVIEW
• 7.2 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: BASIS POINT SHARE (BPS) ANALYSIS, BY END USER
• 7.3 RETAIL
• 7.4 BFSI
• 7.5 HEALTHCARE
• 7.6 IT & TELECOM
• 7.7 MANUFACTURING
• 7.8 GOVERNMENT
• 7.9 ENERGY & UTILITIES
• 7.10 OTHERS

8 MARKET, BY GEOGRAPHY

• 8.1 OVERVIEW
• 8.2 U.S.
  • 8.2.1 U.S. MARKET SNAPSHOT
• 8.3 CENTRAL AMERICA
  • 8.3.1 CENTRAL AMERICA MARKET SNAPSHOT
  • 8.3.2 GUATEMALA
  • 8.3.3 PANAMA
  • 8.3.4 COSTA RICA
  • 8.3.5 REST OF CENTRAL AMERICA
• 8.4 LATIN AMERICA
  • 8.4.1 LATIN AMERICA MARKET SNAPSHOT
  • 8.4.2 BRAZIL
  • 8.4.3 ARGENTINA
  • 8.4.4 REST OF LATIN AMERICA
  • 8.4.4.1 COLOMBIA
  • 8.4.4.2 DOMINICAN REPUBLIC
  • 8.4.4.3 CHILE
  • 8.4.4.4 PERU
  • 8.4.4.5 URUGUAY
  • 8.4.4.6 PARAGUAY
  • 8.4.4.7 MEXICO
  • 8.4.4.8 ECUADOR
  • 8.4.4.9 BOLIVIA
  • 8.4.4.10 OTHER COUNTRIES
• 8.5 MIDDLE EAST
  • 8.5.1 MIDDLE EAST MARKET SNAPSHOT
  • 8.5.2 SAUDI ARABIA
  • 8.5.3 UAE
  • 8.5.4 REST OF MIDDLE EAST
• 8.6 ROW (REST OF WORLD)

9 COMPETITIVE LANDSCAPE

• 9.1 OVERVIEW
• 9.2 COMPANY MARKET RANKING ANALYSIS
• 9.3 COMPANY REGIONAL FOOTPRINT
• 9.4 COMPANY INDUSTRY FOOTPRINT
• 9.5 ACE MATRIX
  • 9.5.1 ACTIVE
  • 9.5.2 CUTTING EDGE
  • 9.5.3 EMERGING
  • 9.5.4 INNOVATORS

10 COMPANY PROFILES

• 10.1 WENUPCX
  • 10.1.1 COMPANY OVERVIEW
  • 10.1.2 COMPANY INSIGHTS
  • 10.1.3 SERVICE BENCHMARKING
• 10.2 AVAYA LLC
  • 10.2.1 COMPANY OVERVIEW
  • 10.2.2 COMPANY INSIGHTS
  • 10.2.3 SERVICE BENCHMARKING
  • 10.2.4 KEY DEVELOPMENTS
• 10.3 SAPIENS INTERNATIONAL
  • 10.3.1 COMPANY OVERVIEW
  • 10.3.2 COMPANY INSIGHTS
  • 10.3.3 SERVICE BENCHMARKING
  • 10.3.4 KEY DEVELOPMENTS
• 10.4 FRESHWORKS INC.
  • 10.4.1 COMPANY OVERVIEW
  • 10.4.2 COMPANY INSIGHTS
  • 10.4.3 BUSINESS BREAKDOWN
  • 10.4.4 SERVICE BENCHMARKING
  • 10.4.5 KEY DEVELOPMENTS
• 10.5 TRACK.CO
  • 10.5.1 COMPANY OVERVIEW
  • 10.5.2 COMPANY INSIGHTS
  • 10.5.3 SERVICE BENCHMARKING
• 10.6 GENESYS
  • 10.6.1 COMPANY OVERVIEW
  • 10.6.2 COMPANY INSIGHTS
  • 10.6.3 SERVICE BENCHMARKING
  • 10.6.4 KEY DEVELOPMENTS
  • 10.6.5 WINNING IMPERATIVES
  • 10.6.6 CURRENT FOCUS & STRATEGIES
  • 10.6.7 THREAT FROM COMPETITION
  • 10.6.8 SWOT ANALYSIS
• 10.7 SEIDOR
  • 10.7.1 COMPANY OVERVIEW
  • 10.7.2 COMPANY INSIGHTS
  • 10.7.3 SERVICE BENCHMARKING
  • 10.7.4 KEY DEVELOPMENTS
• 10.8 OPEN TEXT CORPORATION
  • 10.8.1 COMPANY OVERVIEW
  • 10.8.2 COMPANY INSIGHTS
  • 10.8.3 BUSINESS BREAKDOWN
  • 10.8.4 SERVICE BENCHMARKING
  • 10.8.5 KEY DEVELOPMENTS
  • 10.8.6 WINNING IMPERATIVES
  • 10.8.7 CURRENT FOCUS & STRATEGIES
  • 10.8.8 THREAT FROM COMPETITION
  • 10.8.9 SWOT ANALYSIS
• 10.9 APEX AMERICA
  • 10.9.1 COMPANY OVERVIEW
  • 10.9.2 COMPANY INSIGHTS
  • 10.9.3 SERVICE BENCHMARKING
• 10.10 MEDALLIA
  • 10.10.1 COMPANY OVERVIEW
  • 10.10.2 COMPANY INSIGHTS
  • 10.10.3 SERVICE BENCHMARKING
  • 10.10.4 KEY DEVELOPMENTS
• 10.11 SERVICE MANAGEMENT GROUP (SMG)
  • 10.11.1 COMPANY OVERVIEW
  • 10.11.2 COMPANY INSIGHTS
  • 10.11.3 SERVICE BENCHMARKING
  • 10.11.4 KEY DEVELOPMENTS
• 10.12 KONECTA GROUP
  • 10.12.1 COMPANY OVERVIEW
  • 10.12.2 COMPANY INSIGHTS
  • 10.12.3 SERVICE BENCHMARKING
  • 10.12.4 KEY DEVELOPMENTS
• 10.13 QUALTRICS
  • 10.13.1 COMPANY OVERVIEW
  • 10.13.2 COMPANY INSIGHTS
  • 10.13.3 SERVICE BENCHMARKING
  • 10.13.4 KEY DEVELOPMENTS
  • 10.13.5 WINNING IMPERATIVES
  • 10.13.6 CURRENT FOCUS & STRATEGIES
  • 10.13.7 THREAT FROM COMPETITION
  • 10.13.8 SWOT ANALYSIS
• 10.14 ITERUM CONNECTIONS
  • 10.14.1 COMPANY OVERVIEW
  • 10.14.2 COMPANY INSIGHTS
  • 10.14.3 SERVICE BENCHMARKING
• 10.15 VERINT SYSTEMS INC.
  • 10.15.1 COMPANY OVERVIEW
  • 10.15.2 COMPANY INSIGHTS
  • 10.15.3 SERVICE BENCHMARKING

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