查看购物车
  • Traditional Chinese
  • English
  • Japanese
封面
市场调查报告书
商品编码
1596929

客户经验管理市场规模、份额、按产品、接触点、部署类型、组织规模、行业和地区进行的成长分析 - 产业预测，2024-2031 年

Customer Experience Management Market Size, Share, Growth Analysis, By Offering (Solutions, Services), By Touchpoint, By Deployment Type, By Organization Size, By Vertical, By Region - Industry Forecast 2024-2031
出版日期: | 出版商: SkyQuest | 英文 165 Pages | 商品交期: 3-5个工作天内

价格
简介目录

2022年，全球客户经验管理市场规模将达到100亿美元，从2023年的114亿美元成长到2031年的286亿美元，预计在预测期（2024-2031）复合年增长率为12.2。 %。

截至 2023 年 10 月，全球客户经验管理 (CEM) 市场正在见证显着成长，这主要是由于各行业对个人化体验的需求不断增长。公司正在认识到将商业客户置于行销、销售和客户支援策略最前沿的重要性，以培养品牌忠诚度并鼓励回头客。有效的 CEM 在很大程度上依赖客户的声音，并利用衡量消费者对与公司互动的看法的系统。为了保持竞争力并满足不断变化的客户期望，公司必须透过创新方法和最尖端科技不断适应。对于既要满足当前需求，又要预测消费者偏好的未来趋势的组织来说，这种转变至关重要。因此，随着客户越来越多地寻求了解并满足其个人需求的品牌，优先开发适合其需求的有吸引力的体验的公司可以获得较高的竞争优势。向个人化客户参与的转变是推动 CEM 市场全球成长的关键因素，这凸显了公司需要投资强大的客户经验策略，以提高客户满意度和忠诚度。

目录

介绍

  • 研究目的
  • 调查范围
  • 定义

调查方法

  • 资讯采购
  • 二手资料和主要资料方法
  • 市场规模预测
  • 市场假设与限制

执行摘要

  • 全球市场展望
  • 供需趋势分析
  • 按细分市场的机会分析

市场动态及展望

  • 市场概况
  • 市场规模
  • 市场动态
    • 驱动因素和机会
    • 抑制因素和挑战
  • 波特分析与影响
    • 竞争公司之间的敌对关係
    • 替代品的威胁
    • 买方议价能力
    • 新进入者的威胁
    • 供应商的议价能力

主要市场考察

  • 关键成功因素
  • 竞争程度
  • 主要投资机会
  • 市场生态系统
  • 技术进步
  • 监管环境
  • 案例研究分析
  • PESTEL分析
  • 总体经济指标
  • Start-Ups分析
  • 市场吸引力指数

按产品分類的客户经验管理市场规模

  • 市场概况
  • 解决方案
    • 全通路
    • 机器学习
    • 分析
    • 劳动力优化
  • 服务
    • 专业服务
    • 部署与集成
    • 支援与维护
    • 咨询与培训
  • 託管服务

客户经验管理市场规模：按接触点

  • 市场概况
  • 网站
  • 店铺
  • 客服中心
  • 行动应用程式
  • 社群媒体
  • 电子邮件
  • 虚拟助理
  • 其他接触点

客户经验管理市场规模：依部署类型

  • 市场概况
  • 本地
  • 云

客户经验管理市场规模：依组织规模

  • 市场概况
  • 小型企业
  • 大公司

客户经验管理市场规模：依产业分类

  • 市场概况
  • 资讯科技和通讯
  • BFSI
  • 零售
  • 卫生保健
  • 车
  • 旅行和招待
  • 媒体与娱乐
  • 公共部门
  • 其他行业（教育交通物流）

按地区分類的客户经验管理市场规模

  • 北美洲
    • 美国
    • 加拿大
  • 欧洲
    • 英国
    • 德国
    • 西班牙
    • 法国
    • 义大利
    • 其他欧洲国家地区
  • 亚太地区
    • 中国
    • 印度
    • 日本
    • 韩国
    • 其他亚太地区
  • 拉丁美洲
    • 巴西
    • 其他拉丁美洲地区
  • 中东和非洲
    • 海湾合作委员会国家
    • 南非
    • 其他中东/非洲

竞争资讯

  • 前5名企业对比
  • 主要企业市场定位（2023年）
  • 主要市场参与者所采取的策略
  • 近期市场趋势
  • 公司市场占有率分析（2023）
  • 主要企业简介
    • 公司简介
    • 产品系列分析
    • 按细分市场分類的份额分析
    • 收益与前一年同期比较（2021-2023）

主要企业简介

  • Adobe（US）
  • IBM（US）
  • Oracle（US）
  • Avaya（US）
  • Nice（Israel）
  • SAP（Germany）
  • OpenText（Canada）
  • Tech Mahindra（India）
  • Verint Systems（US）
  • Zendesk（US）
  • Teradata（US）
  • Sprinklr（US）
  • Medallia（US）
  • InMoment（US）
  • SAS（US）
  • Clarabridge（US）
  • Sitecore（US）
  • NGDATA（Belgium）
  • Amperity（US）
  • Mixpanel（US）

结论和建议

简介目录
Product Code: SQMIG20Q2006

Global Customer Experience Management Market size was valued at USD 10.0 billion in 2022 and is poised to grow from USD 11.4 billion in 2023 to USD 28.6 billion by 2031, growing at a CAGR of 12.2% during the forecast period (2024-2031).

As of October 2023, the global Customer Experience Management (CEM) market is witnessing significant growth, driven primarily by an increasing demand for personalized experiences across diverse sectors. Organizations are recognizing the importance of placing business customers at the forefront of their marketing, sales, and customer support strategies to foster brand loyalty and encourage repeat business. Effective CEM relies heavily on the voice of the customer, utilizing systems to measure consumer perceptions regarding their interactions with businesses. To stay competitive and meet evolving customer expectations, companies are compelled to adapt continuously through innovative practices and cutting-edge technologies. This transformation is essential for organizations seeking not only to fulfill current demands but also to anticipate future trends in consumer preferences. Therefore, businesses that prioritize developing tailored and engaging experiences will likely gain a competitive edge as customers increasingly seek out brands that understand and cater to their individual needs. This shift towards personalized customer engagement is a key driver propelling the growth of the CEM market globally, underscoring the necessity for companies to invest in robust customer experience strategies to enhance customer satisfaction and loyalty.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Customer Experience Management market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global Customer Experience Management Market Segmental Analysis

Global Customer Experience Management Market is segmented by Offering, Touchpoint, Deployment type, Organisation Size, Vertical and region. Based on Offering, the market is segmented into Solutions (Omnichannel, Machine learning), Services (Professional services, Managed services). Based on Touchpoint, the market is segmented into Websites, Stores, Call centers, Mobile apps, Social media, Emails, Virtual assistants, Other touchpoints (loyalty programs, surveys, sales representatives, seminars, trade shows, public speaking, and training). Based on Deployment type, the market is segmented into On-Premises, Cloud. Based on Organisation Size, the market is segmented into Small and Medium Enterprises (SMEs), Large Enterprises. Based on Vertical, the market is segmented into IT & Telecom, BFSI, Retail, Healthcare, Automotive, Travel & hospitality, Media & entertainment Public sector, Other verticals (education, transportation, and logistics). Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & and Africa.

Driver of the Global Customer Experience Management Market

The Global Customer Experience Management market is significantly driven by the importance of customer experience in cultivating engagement and brand loyalty. A positive customer experience not only promotes repeat interactions with a brand, whether online or in-store, but also generates favorable reviews across social media platforms. These reviews can attract new consumers, enhancing customer retention and acquisition efforts. As online shopping and digital banking have become more prevalent, businesses have pivoted to online platforms to meet consumer needs. Retailers are leveraging advanced technologies such as Artificial Intelligence for interactive conversations and virtual trials, while utilizing multiple channels-social networks, mobile apps, and websites-to maximize their visibility and engage with a broader audience.

Restraints in the Global Customer Experience Management Market

The Global Customer Experience Management market faces significant restraints linked to organizations prioritizing consumer demands, often at the expense of innovation. When companies overly focus on enhancing the customer experience based on current consumer preferences, they risk stifling their creative potential. This may lead to a reluctance to explore new product advancements or innovative enhancements to existing offerings. While consumers may articulate their needs, it is essential for businesses to invest in research and development to generate ideas that may not emerge from consumer feedback alone. Balancing customer satisfaction with innovation is crucial to fostering growth and maintaining a competitive edge in the market.

Market Trends of the Global Customer Experience Management Market

The Global Customer Experience Management (CEM) market is witnessing a significant upswing, fueled by decreasing costs in computational and data power alongside the rapid adoption of AI and advanced analytics. These technologies empower businesses to effectively design, implement, and enhance their end-to-end customer experience strategies, fostering robust market growth. Moreover, the integration of big data analytics offers profound insights into customer needs, challenges, and preferences, promoting transparency in the purchasing journey. A noteworthy trend driving this market expansion is the increasing focus on customer retention strategies, as organizations recognize that heightened customer loyalty directly correlates with long-term profitability.

Table of Contents

Introduction

  • Objectives of the Study
  • Scope of the Report
  • Definitions

Research Methodology

  • Information Procurement
  • Secondary & Primary Data Methods
  • Market Size Estimation
  • Market Assumptions & Limitations

Executive Summary

  • Global Market Outlook
  • Supply & Demand Trend Analysis
  • Segmental Opportunity Analysis

Market Dynamics & Outlook

  • Market Overview
  • Market Size
  • Market Dynamics
    • Driver & Opportunities
    • Restraints & Challenges
  • Porters Analysis & Impact
    • Competitive rivalry
    • Threat of substitute
    • Bargaining power of buyers
    • Threat of new entrants
    • Bargaining power of suppliers

Key Market Insights

  • Key Success Factors
  • Degree of Competition
  • Top Investment Pockets
  • Market Ecosystem
  • Technological Advancement
  • Regulatory Landscape
  • Case Study Analysis
  • PESTEL Analysis
  • Macro-Economic Indicators
  • Startup Analysis
  • Market Attractiveness Index

Global Customer Experience Management Market Size by Offering & CAGR (2024-2031)

  • Market Overview
  • Solutions
    • Omnichannel
    • Machine learning
    • Analytics
    • Workforce optimization
  • Services
    • Professional services
    • Deployment & integration
    • Support & maintenance
    • Consulting & training
  • Managed services

Global Customer Experience Management Market Size by Touchpoint & CAGR (2024-2031)

  • Market Overview
  • Websites
  • Stores
  • Call centers
  • Mobile apps
  • Social media
  • Emails
  • Virtual assistants
  • Other Touchpoints (Loyalty Programs, Surveys, Sales Representatives, Seminars, Trade Shows, Public Speaking, And Training)

Global Customer Experience Management Market Size by Deployment type & CAGR (2024-2031)

  • Market Overview
  • On-Premises
  • Cloud

Global Customer Experience Management Market Size by Organization Size & CAGR (2024-2031)

  • Market Overview
  • Small and Medium Enterprises (SMEs)
  • Large Enterprises

Global Customer Experience Management Market Size by Vertical & CAGR (2024-2031)

  • Market Overview
  • IT & Telecom
  • BFSI
  • Retail
  • Healthcare
  • Automotive
  • Travel & hospitality
  • Media & entertainment
  • Public sector
  • Other verticals (Education, Transportation, And Logistics)

Global Customer Experience Management Market Size & CAGR (2024-2031)

  • North America, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
    • US
    • Canada
  • Europe, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
    • UK
    • Germany
    • Spain
    • France
    • Italy
    • Rest of Europe
  • Asia-Pacific, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
    • China
    • India
    • Japan
    • South Korea
    • Rest of Asia Pacific
  • Latin America, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
    • Brazil
    • Rest of Latin America
  • Middle East & Africa, (Offering, Touchpoint, Deployment type, Organization Size, Vertical)
    • GCC Countries
    • South Africa
    • Rest of Middle East & Africa

Competitive Intelligence

  • Top 5 Player Comparison
  • Market Positioning of Key Players, 2023
  • Strategies Adopted by Key Market Players
  • Recent Developments in the Market
  • Company Market Share Analysis, 2023
  • Company Profiles of All Key Players
    • Company Details
    • Product Portfolio Analysis
    • Company's Segmental Share Analysis
    • Revenue Y-O-Y Comparison (2021-2023)

Key Company Profiles

  • Adobe (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • IBM (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Oracle (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Avaya (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Nice (Israel)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • SAP (Germany)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • OpenText (Canada)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Tech Mahindra (India)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Verint Systems (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Zendesk (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Teradata (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Sprinklr (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Medallia (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • InMoment (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • SAS (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Clarabridge (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Sitecore (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • NGDATA (Belgium)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Amperity (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments
  • Mixpanel (US)
    • Company Overview
    • Business Segment Overview
    • Financial Updates
    • Key Developments

Conclusion & Recommendation