客户体验管理市场－全球产业规模、份额、趋势、机会和预测（按部署方式、接点、最终用户、地区和竞争格局划分，2020-2030 年预测）

2024 年全球客户体验管理市场价值为 124.8 亿美元，预计到 2030 年将以 12.74% 的复合年增长率增长至 256.3 亿美元。客户体验管理 (CEM) 涵盖了流程、技术和实践的策略性实施，旨在监控、优化并持续提供贯穿客户互动旅程所有接触点的积极互动。

主要市场驱动因素

主要市场挑战

主要市场趋势

目录

第一章：产品概述

第二章：研究方法

第三章：执行概要

第四章：客户之声

第五章：全球客户体验管理市场展望

• 市场规模及预测
  • 按价值
• 市占率及预测
  • 依部署方式（本机部署、云端部署）
  • 按接触点（呼叫中心、网站、行动装置、应用程式、其他）
  • 按最终用户分类（银行、金融服务和保险、零售和消费品、IT和电信、医疗保健、其他）
  • 按地区
  • 按公司（2024 年）
• 市场地图

第六章：北美客户体验管理市场展望

• 市场规模及预测
• 市占率及预测
• 北美洲：国家分析
  • 美国
  • 加拿大
  • 墨西哥

第七章：欧洲客户体验管理市场展望

• 市场规模及预测
• 市占率及预测
• 欧洲：国家分析
  • 德国
  • 法国
  • 英国
  • 义大利
  • 西班牙

第八章：亚太地区客户体验管理市场展望

• 市场规模及预测
• 市占率及预测
• 亚太地区：国家分析
  • 中国
  • 印度
  • 日本
  • 韩国
  • 澳洲

第九章：中东与非洲客户体验管理市场展望

• 市场规模及预测
• 市占率及预测
• 中东和非洲：国家分析
  • 沙乌地阿拉伯
  • 阿联酋
  • 南非

第十章：南美洲客户体验管理市场展望

• 市场规模及预测
• 市占率及预测
• 南美洲：国家分析
  • 巴西
  • 哥伦比亚
  • 阿根廷

第十一章：市场动态

• 司机
• 挑战

第十二章：市场趋势与发展

• 併购（如有）
• 产品发布（如有）
• 最新进展

第十三章：全球顾客体验管理市场：SWOT分析

第十四章：波特五力分析

• 产业竞争
• 新进入者的潜力
• 供应商议价能力
• 顾客的力量
• 替代产品的威胁

第十五章：竞争格局

• Adobe Inc.
• Oracle Corporation
• SAP SE
• IBM Corporation
• Avaya LLC
• Verint Systems Inc.
• Tech Mahindra Limited
• Open Text Corporation
• Zendesk, Inc.
• Twilio Inc.

第十六章：策略建议

第17章调查会社について・免责事项

The Global Customer Experience Management Market, valued at USD 12.48 Billion in 2024, is projected to experience a CAGR of 12.74% to reach USD 25.63 Billion by 2030. Customer Experience Management (CEM) encompasses the strategic implementation of processes, technologies, and practices designed to monitor, optimize, and consistently deliver positive interactions across all customer touchpoints throughout their engagement journey.

Key Market Drivers

The global Customer Experience Management market is significantly influenced by the escalating demand for personalized customer interactions. Customers increasingly expect companies to understand and adapt to their individual needs and preferences across all touchpoints, necessitating advanced data analytics and responsive engagement strategies to deliver tailored experiences. According to Salesforce's State of the AI-Connected Customer, 7th Edition, in 2024, 73% of customers feel brands treat them as unique individuals, a notable increase from 39% in 2023, highlighting the growing impact of personalization efforts.

Key Market Challenges

Addressing complex data privacy and security concerns represents a significant challenge directly impeding the growth of the Global Customer Experience Management market. Enterprises encounter substantial difficulties in effectively collecting, storing, and analyzing customer data, primarily due to stringent regulatory compliance frameworks and elevated consumer expectations surrounding data protection. This situation directly hinders organizations' capacity to cultivate a comprehensive understanding of their customers, which is essential for delivering personalized and unified interactions across various touchpoints.

Key Market Trends

This involves creating a unified and consistent experience for customers across all interaction points, whether digital or physical, such as websites, mobile applications, social media, and in-store engagements. The objective is to enable customers to transition effortlessly between channels without any loss of context, thereby improving their overall satisfaction and fostering loyalty. According to UniformMarket, in April 2025, 73% of retail shoppers were identified as omnichannel shoppers, indicating a widespread customer expectation for integrated experiences. Despite this demand, many businesses face challenges in implementation.

Key Market Players

• Adobe Inc.
• Oracle Corporation
• SAP SE
• IBM Corporation
• Avaya LLC
• Verint Systems Inc.
• Tech Mahindra Limited
• Open Text Corporation
• Zendesk, Inc.
• Twilio Inc.

Report Scope:

In this report, the Global Customer Experience Management Market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Customer Experience Management Market, By Deployment:

• On-premise
• Cloud

Customer Experience Management Market, By Touchpoint:

• Call Center
• Website
• Mobile
• Applications
• Others

Customer Experience Management Market, By End-User:

• BFSI
• Retail & Consumer Goods
• IT & Telecom
• Healthcare
• Others

Customer Experience Management Market, By Region:

• North America
  • United States
  • Canada
  • Mexico
• Europe
  • France
  • United Kingdom
  • Italy
  • Germany
  • Spain
• Asia Pacific
  • China
  • India
  • Japan
  • Australia
  • South Korea
• South America
  • Brazil
  • Argentina
  • Colombia
• Middle East & Africa
  • South Africa
  • Saudi Arabia
  • UAE

Competitive Landscape

Company Profiles: Detailed analysis of the major companies presents in the Global Customer Experience Management Market.

Available Customizations:

Global Customer Experience Management Market report with the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

• Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Product Overview

• 1.1. Market Definition
• 1.2. Scope of the Market
  • 1.2.1. Markets Covered
  • 1.2.2. Years Considered for Study
  • 1.2.3. Key Market Segmentations

2. Research Methodology

• 2.1. Objective of the Study
• 2.2. Baseline Methodology
• 2.3. Key Industry Partners
• 2.4. Major Association and Secondary Sources
• 2.5. Forecasting Methodology
• 2.6. Data Triangulation & Validation
• 2.7. Assumptions and Limitations

3. Executive Summary

• 3.1. Overview of the Market
• 3.2. Overview of Key Market Segmentations
• 3.3. Overview of Key Market Players
• 3.4. Overview of Key Regions/Countries
• 3.5. Overview of Market Drivers, Challenges, Trends

4. Voice of Customer

5. Global Customer Experience Management Market Outlook

• 5.1. Market Size & Forecast
  • 5.1.1. By Value
• 5.2. Market Share & Forecast
  • 5.2.1. By Deployment (On-premise, Cloud)
  • 5.2.2. By Touchpoint (Call Center, Website, Mobile, Applications, Others)
  • 5.2.3. By End-User (BFSI, Retail & Consumer Goods, IT & Telecom, Healthcare, Others)
  • 5.2.4. By Region
  • 5.2.5. By Company (2024)
• 5.3. Market Map

6. North America Customer Experience Management Market Outlook

• 6.1. Market Size & Forecast
  • 6.1.1. By Value
• 6.2. Market Share & Forecast
  • 6.2.1. By Deployment
  • 6.2.2. By Touchpoint
  • 6.2.3. By End-User
  • 6.2.4. By Country
• 6.3. North America: Country Analysis
  • 6.3.1. United States Customer Experience Management Market Outlook
    • 6.3.1.1. Market Size & Forecast
      • 6.3.1.1.1. By Value
    • 6.3.1.2. Market Share & Forecast
      • 6.3.1.2.1. By Deployment
      • 6.3.1.2.2. By Touchpoint
      • 6.3.1.2.3. By End-User
  • 6.3.2. Canada Customer Experience Management Market Outlook
    • 6.3.2.1. Market Size & Forecast
      • 6.3.2.1.1. By Value
    • 6.3.2.2. Market Share & Forecast
      • 6.3.2.2.1. By Deployment
      • 6.3.2.2.2. By Touchpoint
      • 6.3.2.2.3. By End-User
  • 6.3.3. Mexico Customer Experience Management Market Outlook
    • 6.3.3.1. Market Size & Forecast
      • 6.3.3.1.1. By Value
    • 6.3.3.2. Market Share & Forecast
      • 6.3.3.2.1. By Deployment
      • 6.3.3.2.2. By Touchpoint
      • 6.3.3.2.3. By End-User

7. Europe Customer Experience Management Market Outlook

• 7.1. Market Size & Forecast
  • 7.1.1. By Value
• 7.2. Market Share & Forecast
  • 7.2.1. By Deployment
  • 7.2.2. By Touchpoint
  • 7.2.3. By End-User
  • 7.2.4. By Country
• 7.3. Europe: Country Analysis
  • 7.3.1. Germany Customer Experience Management Market Outlook
    • 7.3.1.1. Market Size & Forecast
      • 7.3.1.1.1. By Value
    • 7.3.1.2. Market Share & Forecast
      • 7.3.1.2.1. By Deployment
      • 7.3.1.2.2. By Touchpoint
      • 7.3.1.2.3. By End-User
  • 7.3.2. France Customer Experience Management Market Outlook
    • 7.3.2.1. Market Size & Forecast
      • 7.3.2.1.1. By Value
    • 7.3.2.2. Market Share & Forecast
      • 7.3.2.2.1. By Deployment
      • 7.3.2.2.2. By Touchpoint
      • 7.3.2.2.3. By End-User
  • 7.3.3. United Kingdom Customer Experience Management Market Outlook
    • 7.3.3.1. Market Size & Forecast
      • 7.3.3.1.1. By Value
    • 7.3.3.2. Market Share & Forecast
      • 7.3.3.2.1. By Deployment
      • 7.3.3.2.2. By Touchpoint
      • 7.3.3.2.3. By End-User
  • 7.3.4. Italy Customer Experience Management Market Outlook
    • 7.3.4.1. Market Size & Forecast
      • 7.3.4.1.1. By Value
    • 7.3.4.2. Market Share & Forecast
      • 7.3.4.2.1. By Deployment
      • 7.3.4.2.2. By Touchpoint
      • 7.3.4.2.3. By End-User
  • 7.3.5. Spain Customer Experience Management Market Outlook
    • 7.3.5.1. Market Size & Forecast
      • 7.3.5.1.1. By Value
    • 7.3.5.2. Market Share & Forecast
      • 7.3.5.2.1. By Deployment
      • 7.3.5.2.2. By Touchpoint
      • 7.3.5.2.3. By End-User

8. Asia Pacific Customer Experience Management Market Outlook

• 8.1. Market Size & Forecast
  • 8.1.1. By Value
• 8.2. Market Share & Forecast
  • 8.2.1. By Deployment
  • 8.2.2. By Touchpoint
  • 8.2.3. By End-User
  • 8.2.4. By Country
• 8.3. Asia Pacific: Country Analysis
  • 8.3.1. China Customer Experience Management Market Outlook
    • 8.3.1.1. Market Size & Forecast
      • 8.3.1.1.1. By Value
    • 8.3.1.2. Market Share & Forecast
      • 8.3.1.2.1. By Deployment
      • 8.3.1.2.2. By Touchpoint
      • 8.3.1.2.3. By End-User
  • 8.3.2. India Customer Experience Management Market Outlook
    • 8.3.2.1. Market Size & Forecast
      • 8.3.2.1.1. By Value
    • 8.3.2.2. Market Share & Forecast
      • 8.3.2.2.1. By Deployment
      • 8.3.2.2.2. By Touchpoint
      • 8.3.2.2.3. By End-User
  • 8.3.3. Japan Customer Experience Management Market Outlook
    • 8.3.3.1. Market Size & Forecast
      • 8.3.3.1.1. By Value
    • 8.3.3.2. Market Share & Forecast
      • 8.3.3.2.1. By Deployment
      • 8.3.3.2.2. By Touchpoint
      • 8.3.3.2.3. By End-User
  • 8.3.4. South Korea Customer Experience Management Market Outlook
    • 8.3.4.1. Market Size & Forecast
      • 8.3.4.1.1. By Value
    • 8.3.4.2. Market Share & Forecast
      • 8.3.4.2.1. By Deployment
      • 8.3.4.2.2. By Touchpoint
      • 8.3.4.2.3. By End-User
  • 8.3.5. Australia Customer Experience Management Market Outlook
    • 8.3.5.1. Market Size & Forecast
      • 8.3.5.1.1. By Value
    • 8.3.5.2. Market Share & Forecast
      • 8.3.5.2.1. By Deployment
      • 8.3.5.2.2. By Touchpoint
      • 8.3.5.2.3. By End-User

9. Middle East & Africa Customer Experience Management Market Outlook

• 9.1. Market Size & Forecast
  • 9.1.1. By Value
• 9.2. Market Share & Forecast
  • 9.2.1. By Deployment
  • 9.2.2. By Touchpoint
  • 9.2.3. By End-User
  • 9.2.4. By Country
• 9.3. Middle East & Africa: Country Analysis
  • 9.3.1. Saudi Arabia Customer Experience Management Market Outlook
    • 9.3.1.1. Market Size & Forecast
      • 9.3.1.1.1. By Value
    • 9.3.1.2. Market Share & Forecast
      • 9.3.1.2.1. By Deployment
      • 9.3.1.2.2. By Touchpoint
      • 9.3.1.2.3. By End-User
  • 9.3.2. UAE Customer Experience Management Market Outlook
    • 9.3.2.1. Market Size & Forecast
      • 9.3.2.1.1. By Value
    • 9.3.2.2. Market Share & Forecast
      • 9.3.2.2.1. By Deployment
      • 9.3.2.2.2. By Touchpoint
      • 9.3.2.2.3. By End-User
  • 9.3.3. South Africa Customer Experience Management Market Outlook
    • 9.3.3.1. Market Size & Forecast
      • 9.3.3.1.1. By Value
    • 9.3.3.2. Market Share & Forecast
      • 9.3.3.2.1. By Deployment
      • 9.3.3.2.2. By Touchpoint
      • 9.3.3.2.3. By End-User

10. South America Customer Experience Management Market Outlook

• 10.1. Market Size & Forecast
  • 10.1.1. By Value
• 10.2. Market Share & Forecast
  • 10.2.1. By Deployment
  • 10.2.2. By Touchpoint
  • 10.2.3. By End-User
  • 10.2.4. By Country
• 10.3. South America: Country Analysis
  • 10.3.1. Brazil Customer Experience Management Market Outlook
    • 10.3.1.1. Market Size & Forecast
      • 10.3.1.1.1. By Value
    • 10.3.1.2. Market Share & Forecast
      • 10.3.1.2.1. By Deployment
      • 10.3.1.2.2. By Touchpoint
      • 10.3.1.2.3. By End-User
  • 10.3.2. Colombia Customer Experience Management Market Outlook
    • 10.3.2.1. Market Size & Forecast
      • 10.3.2.1.1. By Value
    • 10.3.2.2. Market Share & Forecast
      • 10.3.2.2.1. By Deployment
      • 10.3.2.2.2. By Touchpoint
      • 10.3.2.2.3. By End-User
  • 10.3.3. Argentina Customer Experience Management Market Outlook
    • 10.3.3.1. Market Size & Forecast
      • 10.3.3.1.1. By Value
    • 10.3.3.2. Market Share & Forecast
      • 10.3.3.2.1. By Deployment
      • 10.3.3.2.2. By Touchpoint
      • 10.3.3.2.3. By End-User

11. Market Dynamics

• 11.1. Drivers
• 11.2. Challenges

12. Market Trends & Developments

• 12.1. Merger & Acquisition (If Any)
• 12.2. Product Launches (If Any)
• 12.3. Recent Developments

13. Global Customer Experience Management Market: SWOT Analysis

14. Porter's Five Forces Analysis

• 14.1. Competition in the Industry
• 14.2. Potential of New Entrants
• 14.3. Power of Suppliers
• 14.4. Power of Customers
• 14.5. Threat of Substitute Products

15. Competitive Landscape

• 15.1. Adobe Inc.
  • 15.1.1. Business Overview
  • 15.1.2. Products & Services
  • 15.1.3. Recent Developments
  • 15.1.4. Key Personnel
  • 15.1.5. SWOT Analysis
• 15.2. Oracle Corporation
• 15.3. SAP SE
• 15.4. IBM Corporation
• 15.5. Avaya LLC
• 15.6. Verint Systems Inc.
• 15.7. Tech Mahindra Limited
• 15.8. Open Text Corporation
• 15.9. Zendesk, Inc.
• 15.10. Twilio Inc.

16. Strategic Recommendations

17. About Us & Disclaimer