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市场调查报告书
商品编码
1866502

客户经验管理市场－2025-2030 年预测

Customer Experience Management Market - Forecasts from 2025 to 2030
出版日期: | 出版商: Knowledge Sourcing Intelligence | 英文 149 Pages | 商品交期: 最快1-2个工作天内

价格
简介目录

客户经验管理市场预计将从 2025 年的 159.13 亿美元成长到 2030 年的 327.09 亿美元，复合年增长率为 15.50%。

全球客户经验管理 (CEM) 市场正经历显着成长，这主要得益于各行业竞争的加剧以及企业对理解和回应不断变化的客户需求的日益重视。企业正优先考虑改善客户体验，以扩大基本客群并增加收入，从而推高了对先进 CEM 解决方案的需求。智慧型手机的普及、连网设备数量的成长以及网路渗透率的提高，为企业与客户互动、收集回馈和製定有效策略创造了有利环境，进一步推动了市场扩张。

市场驱动因素

智慧型手机和连网装置的普及

智慧型手机和连网装置的快速普及以及互联网的日益普及是客户体验管理 (CEM) 市场的主要驱动力。这些技术使企业能够与客户即时互动、收集宝贵的回馈并实现个人化体验。透过行动平台分析客户行为的能力，使企业能够客製化产品和服务，从而推动了对利用数据分析和即时互动工具来提升客户满意度和忠诚度的 CEM 解决方案的需求。

零售业的快速成长

零售业的扩张显着推动了客户体验管理（CEM）市场的成长。为了在竞争激烈的市场环境中脱颖而出，零售商正加速采用CEM解决方案，致力于提供无缝衔接且个人化的购物体验。透过整合基于CEM平台的全通路策略，零售商可以跨越线上线下触点与客户互动，从而提高客户维繫并促进销售成长。这一趋势在电子商务领域尤其明显，因为客户体验是该领域的关键竞争因素。

市场限制

日益增长的隐私和安全担忧

客户体验管理 (CEM) 市场面临的一项关键挑战是日益增长的资料隐私和安全问题。随着企业收集和分析大量客户数据，遵守 GDPR 等严格法规至关重要。安全漏洞和不当处理客户资料会削弱信任，阻碍 CEM 解决方案的普及，尤其是在资料保护法律严格的地区。解决这些问题需要强有力的安全措施，这会增加供应商和企业的实施成本。

市场机会

随着各行各业的公司都将以客户为中心的策略置于优先地位，客户体验管理 (CEM) 市场蕴藏着巨大的机会。将人工智慧和机器学习等先进技术整合到 CEM 平台中，将增强预测分析和情感分析等功能，从而更深入地了解客户行为。新兴市场互联网普及率不断提高，零售业蓬勃发展，为 CEM 的应用提供了沃土，吸引新的供应商并推动创新。

区域展望

虽然该报告并未具体划分区域，但由于北美和欧洲拥有先进的数位基础设施和以客户为中心的技术高度普及，它们很可能主导客户体验管理（CEM）市场。亚太地区预计将迎来快速成长，这得益于零售业的扩张、智慧型手机普及率的提高以及中国和印度等国家日益增强的数位化。

主要企业

客户体验管理 (CEM) 市场的主要参与者包括 Adob​​e Systems、 Oracle、IBM、Avaya、NICE、Nokia、OpenText、Verint Systems、Maritz CX、Medallia、Qualtrics 和 InMoment 等。这些公司正利用创新、策略伙伴关係和先进的分析技术来巩固其市场地位，并满足不断变化的客户期望。

产业展望

受行动技术普及、零售业扩张以及对个人化客户体验需求的推动，客户体验管理 (CEM) 市场预计将持续成长。儘管隐私和安全问题构成挑战，但安全人工智慧解决方案的进步以及新兴市场的机会将推动市场强劲扩张，帮助企业提升客户忠诚度并实现营收成长。

本报告的主要优势：

  • 深入分析：取得以客户群、政府政策和社会经济因素、消费者偏好、垂直产业和其他细分市场为重点的深入市场洞察，涵盖主要地区和新兴地区。
  • 竞争格局：了解主要企业采取的策略倡议，并了解透过正确的策略打入市场的潜力。
  • 市场驱动因素与未来趋势：探索动态因素和关键市场趋势，以及它们将如何塑造未来的市场发展。
  • 可执行的建议：利用洞察力为策略决策提供讯息，从而在动态环境中开拓新的业务管道和收入来源。
  • 受众范围广：对新兴企业、研究机构、顾问公司、中小企业和大型企业都有益处且经济高效。

它是用来做什么的？

产业与市场洞察、商业机会评估、产品需求预测、打入市场策略、地理扩张、资本投资决策、法律规范及其影响、新产品开发、竞争影响

分析范围

  • 历史资料（2022-2024 年）和预测资料（2025-2030 年）
  • 成长机会、挑战、供应链前景、法规结构、客户行为和趋势分析
  • 竞争对手定位、策略和市场占有率分析
  • 按业务板块和地区（国家）分類的收入成长和预测分析
  • 公司概况（策略、产品、财务资讯、关键趋势等）

目录

第一章执行摘要

第二章市场概述

  • 市场概览
  • 市场定义
  • 分析范围
  • 市场区隔

第三章 商业情境

  • 市场驱动因素
  • 市场限制
  • 市场机会
  • 波特五力分析
  • 产业价值链分析
  • 政策和法规
  • 策略建议

第四章 技术展望

第五章客户经验管理市场：依产品/服务分类

  • 介绍
  • 解决方案
    • 客户分析
    • 回馈管理
    • 客户旅程图
    • 全通路互动解决方案
    • 客服中心解决方案
    • 社群媒体监控工具
  • 服务
    • 专业服务
    • 託管服务

第六章 以部署方式分類的客户经验管理市场

  • 介绍
  • 本地部署
  • 云
  • 杂交种

第七章 以最终用户产业分類的客户经验管理市场

  • 介绍
  • 银行、金融服务和保险业 (BFSI)
  • 通讯与科技
  • 零售与电子商务
  • 饭店业
  • 医学与生命科​​学
  • 政府/公共部门
  • 製造业
  • 教育
  • 其他的

第八章客户经验管理市场：按地区划分

  • 介绍
  • 北美洲
    • 透过提供的内容
    • 透过部署方法
    • 按最终用户行业划分
    • 按国家/地区
      • 美国
      • 加拿大
      • 墨西哥
  • 南美洲
    • 透过提供的内容
    • 透过部署方法
    • 按最终用户行业划分
    • 按国家/地区
      • 巴西
      • 阿根廷
      • 其他的
  • 欧洲
    • 透过提供的内容
    • 透过部署方法
    • 按最终用户行业划分
    • 按国家/地区
      • 英国
      • 德国
      • 法国
      • 西班牙
      • 其他的
  • 中东和非洲
    • 透过提供的内容
    • 透过部署方法
    • 按最终用户行业划分
    • 按国家/地区
      • 沙乌地阿拉伯
      • 阿拉伯聯合大公国
      • 其他的
  • 亚太地区
    • 透过提供的内容
    • 透过部署方法
    • 按最终用户行业划分
    • 按国家/地区
      • 中国
      • 日本
      • 印度
      • 韩国
      • 台湾
      • 其他的

第九章：竞争格局与分析

  • 主要企业和策略分析
  • 市占率分析
  • 企业合併、协议、商业合作
  • 竞争对手仪錶板

第十章：公司简介

  • Adobe Systems Incorporated
  • Oracle Corporation
  • IBM Corporation
  • SAP SE
  • Medallia, Inc.
  • Qualtrics International Inc.
  • InMoment, Inc.
  • NICE Ltd.
  • Verint Systems Inc.
  • Avaya Holdings Corp.

第十一章附录

  • 货币
  • 先决条件
  • 基准年和预测年时间表
  • 相关人员的主要收益
  • 分析方法
  • 简称
简介目录
Product Code: KSI061611806

The Customer Experience Management Market is set to surge from USD 15.913 billion in 2025 to USD 32.709 billion by 2030, with a 15.50% CAGR.

The global Customer Experience Management (CEM) market is experiencing significant growth, driven by intensifying competition across industries and a heightened focus on understanding and meeting evolving customer needs. Companies are prioritizing enhanced customer experiences to expand their customer base and boost revenues, increasing the demand for sophisticated CEM solutions. The widespread adoption of smartphones, connected devices, and internet penetration is creating a favorable environment for businesses to engage with customers, collect feedback, and strategize effectively, further propelling market expansion.

Market Drivers

Proliferation of Smartphones and Connected Devices

The rapid increase in smartphone and connected device usage, coupled with growing internet accessibility, is a key driver of the CEM market. These technologies enable businesses to interact with customers in real time, gather valuable feedback, and personalize experiences. The ability to analyze customer behavior through mobile platforms allows companies to tailor offerings, driving demand for CEM solutions that leverage data analytics and real-time engagement tools to enhance customer satisfaction and loyalty.

Rapid Growth of the Retail Industry

The retail sector's expansion is significantly contributing to the CEM market's growth. Retailers are increasingly adopting CEM solutions to differentiate themselves in a competitive landscape, focusing on delivering seamless and personalized shopping experiences. The integration of omnichannel strategies, powered by CEM platforms, enables retailers to engage customers across physical and digital touchpoints, improving retention and driving sales. This trend is particularly strong in e-commerce, where customer experience is a critical competitive factor.

Market Restraints

Growing Privacy and Security Concerns

A major challenge for the CEM market is the rising concern over data privacy and security. As businesses collect and analyze vast amounts of customer data, compliance with stringent regulations, such as GDPR, becomes critical. Security breaches or mishandling of customer data can erode trust and hinder adoption of CEM solutions, particularly in regions with rigorous data protection laws. These concerns necessitate robust security measures, increasing implementation costs for providers and enterprises.

Market Opportunities

The CEM market presents significant opportunities as companies across industries prioritize customer-centric strategies. The integration of advanced technologies, such as artificial intelligence and machine learning, into CEM platforms enhances capabilities like predictive analytics and sentiment analysis, offering deeper insights into customer behavior. Emerging markets with increasing internet penetration and retail growth provide fertile ground for CEM adoption, attracting new vendors and fostering innovation.

Geographical Outlook

While the report does not specify regional segmentation, North America and Europe are likely to dominate the CEM market due to advanced digital infrastructure and high adoption of customer-centric technologies. Asia-Pacific is expected to exhibit rapid growth, driven by expanding retail sectors, rising smartphone penetration, and increasing digitalization in countries like China and India.

Key Players

Major players in the CEM market include Adobe Systems, Oracle, IBM, Avaya, NICE, Nokia, Opentext, Verint Systems, MaritzCX, Medallia, Qualtrics, and InMoment. These companies leverage innovation, strategic partnerships, and advanced analytics to strengthen their market positions and meet evolving customer expectations.

Industry Outlook

The CEM market is set for sustained growth, driven by mobile technology proliferation, retail sector expansion, and the need for personalized customer experiences. While privacy and security concerns pose challenges, advancements in secure, AI-driven solutions and opportunities in emerging markets position the market for robust expansion, enabling businesses to enhance customer loyalty and drive revenue growth.

Key Benefits of this Report:

  • Insightful Analysis: Gain detailed market insights covering major as well as emerging geographical regions, focusing on customer segments, government policies and socio-economic factors, consumer preferences, industry verticals, and other sub-segments.
  • Competitive Landscape: Understand the strategic maneuvers employed by key players globally to understand possible market penetration with the correct strategy.
  • Market Drivers & Future Trends: Explore the dynamic factors and pivotal market trends and how they will shape future market developments.
  • Actionable Recommendations: Utilize the insights to exercise strategic decisions to uncover new business streams and revenues in a dynamic environment.
  • Caters to a Wide Audience: Beneficial and cost-effective for startups, research institutions, consultants, SMEs, and large enterprises.

What do businesses use our reports for?

Industry and Market Insights, Opportunity Assessment, Product Demand Forecasting, Market Entry Strategy, Geographical Expansion, Capital Investment Decisions, Regulatory Framework & Implications, New Product Development, Competitive Intelligence

Report Coverage:

  • Historical data from 2022 to 2024 & forecast data from 2025 to 2030
  • Growth Opportunities, Challenges, Supply Chain Outlook, Regulatory Framework, and Trend Analysis
  • Competitive Positioning, Strategies, and Market Share Analysis
  • Revenue Growth and Forecast Assessment of segments and regions including countries
  • Company Profiling (Strategies, Products, Financial Information, and Key Developments among others.

Segmentation

By Offering

  • Solutions
  • Customer Analytics
  • Feedback Management
  • Customer Journey Mapping
  • Omnichannel Engagement Solutions
  • Contact Center Solutions
  • Social Media Monitoring Tools
  • Services
  • Professional Services
  • Managed Services

By Deployment Model

  • On-Premise
  • Cloud
  • Hybrid

By End-User Industry

  • BFSI
  • Communication and Technology
  • Retail & E-commerce
  • Hospitality
  • Healthcare & Life Sciences
  • Government & Public Sector
  • Manufacturing
  • Education
  • Others

By Geography

  • North America
  • USA
  • Canada
  • Mexico
  • South America
  • Brazil
  • Argentina
  • Others
  • Europe
  • United Kingdom
  • Germany
  • France
  • Spain
  • Others
  • Middle East and Africa
  • Saudi Arabia
  • UAE
  • Others
  • Asia Pacific
  • China
  • Japan
  • India
  • South Korea
  • Taiwan
  • Others

TABLE OF CONTENTS

1. EXECUTIVE SUMMARY

2. MARKET SNAPSHOT

  • 2.1. Market Overview
  • 2.2. Market Definition
  • 2.3. Scope of the Study
  • 2.4. Market Segmentation

3. BUSINESS LANDSCAPE

  • 3.1. Market Drivers
  • 3.2. Market Restraints
  • 3.3. Market Opportunities
  • 3.4. Porter's Five Forces Analysis
  • 3.5. Industry Value Chain Analysis
  • 3.6. Policies and Regulations
  • 3.7. Strategic Recommendations

4. TECHNOLOGICAL OUTLOOK

5. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY OFFERING

  • 5.1. Introduction
  • 5.2. Solutions
    • 5.2.1. Customer Analytics
    • 5.2.2. Feedback Management
    • 5.2.3. Customer Journey Mapping
    • 5.2.4. Omnichannel Engagement Solutions
    • 5.2.5. Contact Center Solutions
    • 5.2.6. Social Media Monitoring Tools
  • 5.3. Services
    • 5.3.1. Professional Services
    • 5.3.2. Managed Services

6. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY DEPLOYMENT MODEL

  • 6.1. Introduction
  • 6.2. On-Premise
  • 6.3. Cloud
  • 6.4. Hybrid

7. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY END-USER INDUSTRY

  • 7.1. Introduction
  • 7.2. BFSI
  • 7.3. Communication and Technology
  • 7.4. Retail & E-commerce
  • 7.5. Hospitality
  • 7.6. Healthcare & Life Sciences
  • 7.7. Government & Public Sector
  • 7.8. Manufacturing
  • 7.9. Education
  • 7.10. Others

8. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY GEOGRAPHY

  • 8.1. Introduction
  • 8.2. North America
    • 8.2.1. By Offering
    • 8.2.2. By Deployment Model
    • 8.2.3. By End-User Industry
    • 8.2.4. By Country
      • 8.2.4.1. USA
      • 8.2.4.2. Canada
      • 8.2.4.3. Mexico
  • 8.3. South America
    • 8.3.1. By Offering
    • 8.3.2. By Deployment Model
    • 8.3.3. By End-User Industry
    • 8.3.4. By Country
      • 8.3.4.1. Brazil
      • 8.3.4.2. Argentina
      • 8.3.4.3. Others
  • 8.4. Europe
    • 8.4.1. By Offering
    • 8.4.2. By Deployment Model
    • 8.4.3. By End-User Industry
    • 8.4.4. By Country
      • 8.4.4.1. United Kingdom
      • 8.4.4.2. Germany
      • 8.4.4.3. France
      • 8.4.4.4. Spain
      • 8.4.4.5. Others
  • 8.5. Middle East and Africa
    • 8.5.1. By Offering
    • 8.5.2. By Deployment Model
    • 8.5.3. By End-User Industry
    • 8.5.4. By Country
      • 8.5.4.1. Saudi Arabia
      • 8.5.4.2. UAE
      • 8.5.4.3. Others
  • 8.6. Asia Pacific
    • 8.6.1. By Offering
    • 8.6.2. By Deployment Model
    • 8.6.3. By End-User Industry
    • 8.6.4. By Country
      • 8.6.4.1. China
      • 8.6.4.2. Japan
      • 8.6.4.3. India
      • 8.6.4.4. South Korea
      • 8.6.4.5. Taiwan
      • 8.6.4.6. Others

9. COMPETITIVE ENVIRONMENT AND ANALYSIS

  • 9.1. Major Players and Strategy Analysis
  • 9.2. Market Share Analysis
  • 9.3. Mergers, Acquisitions, Agreements, and Collaborations
  • 9.4. Competitive Dashboard

10. COMPANY PROFILES

  • 10.1. Adobe Systems Incorporated
  • 10.2. Oracle Corporation
  • 10.3. IBM Corporation
  • 10.4. SAP SE
  • 10.5. Medallia, Inc.
  • 10.6. Qualtrics International Inc.
  • 10.7. InMoment, Inc.
  • 10.8. NICE Ltd.
  • 10.9. Verint Systems Inc.
  • 10.10. Avaya Holdings Corp.

11. APPENDIX

  • 11.1. Currency
  • 11.2. Assumptions
  • 11.3. Base and Forecast Years Timeline
  • 11.4. Key benefits for the stakeholders
  • 11.5. Research Methodology
  • 11.6. Abbreviations