客户经验管理全球市场规模（按分析工具、接触点、最终用户、区域覆盖范围和预测）

客户经验管理市场规模与预测

2024 年客户经验管理市场规模价值 141.2 亿美元，预计到 2032 年将达到 441.5 亿美元，在 2026-2032 年预测期内的复合年增长率为 16.90%。

• 客户经验管理 (CXM 或 CEM) 是一种整体方法，专注于透过有针对性的行销策略和技巧来增强客户互动、满意度和整体体验。
• 透过了解客户需求并实施跨职能策略，我们培养了以客户为中心的文化，从而提高满意度、忠诚度和拥护度。 CXM 不仅仅是一种行销工具；其目标是实现以客户为组织核心的数位转型。这个理念涉及透过所有管道个性化整个客户旅程并即时协调。
• 有效的 CXM 专注于顾客与品牌互动时的感受，进而影响认知和忠诚度。从公司网站到客户服务到广告，每个接触点的正面体验都会对客户忠诚度和品牌拥护产生巨大影响。
• 研究表明，顾客愿意为获得良好的体验支付更多费用，并且更有可能在积极的互动后保持忠诚并推荐品牌。 CXM 还可以帮助公司在竞争激烈的市场中脱颖而出，而客户经验往往是关键的差异化因素。
• 合适的 CXM 软体可以收集和分析客户数据以确定需要改进的领域，最终提高客户满意度并培养长期忠诚度。

全球客户经验管理市场动态

影响全球客户经验管理市场的关键市场动态是：

关键市场驱动因素

• 人工智慧和机器学习的采用率不断提高：人工智慧和机器学习在客户经验管理解决方案中的整合将使企业能够预测客户行为并个性化互动，从而提高客户满意度和忠诚度。
• 全通路客户经验的兴起：为了满足客户在社群媒体、行动应用程式、网站和实体店等多个接触点的期望，企业越来越注重提供无缝的全通路体验。根据《哈佛商业评论》的一项研究，73% 的顾客在购物过程中使用多种管道。此外，使用四个或更多管道的顾客与仅使用一个管道的顾客相比，店内消费额高出 9%。
• 数据分析对于客户洞察的重要性日益增加：企业正在利用先进的数据分析工具来更深入地了解客户的行为、偏好和需求，从而能够制定更有针对性和更有效的客户经验策略。

主要问题

• 资料隐私和安全问题：数位平台在客户经验管理中的使用日益增多，引发了人们对资料隐私和安全的担忧，这可能会限制对这些系统的采用和信任。根据2021年泰雷兹资料威胁报告，45%的美国公司在过去一年中遭遇资料外洩或未能通过合规审核。这凸显了资料安全问题的普遍性，这些问题可能会影响客户经验管理工作。
• 严格的政府法规：各地区正在实施严格的资料保护条例，这对企业有效管理和利用客户资料进行体验管理提出了挑战。 Gartner 研究预测，到 2023 年，全球 65% 的人口的资料将受到现代隐私法规的保护，而 2020 年这一比例仅为 10%。监管范围的快速扩大对全球客户经验管理策略提出了重大挑战。
• 与旧旧有系统整合的挑战：许多企业在将现代客户经验管理解决方案与现有旧有系统整合时面临困难，导致资料分割和客户经验不一致。根据 MuleSoft 的一项调查，85% 的 IT 决策者认为整合挑战正在减缓他们的数位转型努力。这显示普遍存在的整合问题阻碍了有效的客户经验管理。

主要趋势

• 人工智慧个人化的兴起：企业现在正在使用人工智慧和机器学习来跨接触点提供超个人化的客户经验。根据 Salesforce 的报告，52% 的客户希望优惠始终个人化，高于 2019 年的 49%。此外，埃森哲透露，91% 的消费者更有可能选择能够识别、记住并提供相关优惠和推荐的品牌。
• 更重视客户之声 (VoC) 计画：本公司更重视 VoC 计划，以便即时收集、分析和处理客户回馈，从而改善产品和服务。根据 Gartner 的研究，到 2025 年，60% 拥有客户之声 (VoC) 计画的公司将透过分析客户语音和文字互动来补充传统调查。这一数字比 2021 年的略低于 15% 有所上升。
• 客户资料平台 (CDP) 的采用日益广泛：客户资料平台正被用于整合来自不同来源的客户资料并为每个客户创建单一、全面的视图，从而实现更好的体验管理。

目录

第一章 引言

• 市场定义
• 市场区隔
• 调查时间表
• 先决条件
• 限制

第二章调查方法

• 资料探勘
• 二次研究
• 初步研究
• 专家建议
• 品质检查
• 最终审核
• 数据三角测量
• 自下而上的方法
• 自上而下的方法
• 调查流程
• 资料来源

第三章执行摘要

• 全球客户经验管理市场概览
• 2021 年至 2030 年全球客户经验管理市场规模及预测
• 全球客户经验管理市场的生态地图
• 竞争分析：漏斗图
• 全球客户经验管理市场的绝对商机
• 全球客户经验管理市场吸引力区域分析
• 分析工具对全球客户经验管理市场吸引力进行分析
• Touchpoint 的全球客户经验管理市场吸引力分析
• 全球客户经验管理市场吸引力分析（按最终用户）
• 全球客户经验管理市场（按地区）分析
• 分析工具的全球客户经验管理市场
• Touchpoint 的全球客户经验管理市场
• 全球客户经验管理市场（按最终用户）
• 未来市场机会
• 产品生命线

第四章 市场展望

• 全球客户经验管理市场的变化
• 全球客户经验管理市场展望
• 市场驱动因素
  • 数位转型努力正在成​​为全球客户经验管理市场的催化剂。
  • 对客户维繫的日益关注正在推动全球客户经验管理市场的发展
• 市场限制
  • 资料安全和隐私问题对全球客户经验管理市场构成挑战
  • 旧有系统的挑战正在全球客户经验管理市场中造成复杂性障碍
• 市场机会
  • 人工智慧客户服务的兴起正在彻底改变客户经验管理市场
  • 全球扩张与市场渗透提升全球客户经验
• 市场趋势
  • 超个人化在 CEM 市场创造独特的客户经验
  • 强调情绪智商是改变全球客户经验管理市场的趋势
• 波特五力分析
  • 新进入者的威胁 - 中等
  • 替代品的威胁－低至中等
  • 供应商的议价能力－低到中等
  • 买方议价能力—中到高
  • 竞争对手之间的竞争强度 - 高
• 宏观经济分析
• 价值链分析
• 定价分析

第五章 市场分析工具

• 概述
• 分析工具的全球客户经验管理市场
• 企业回馈管理 (EFM) 软体
• 语音分析
• 文字分析
• 网站分析与内容管理
• 其他分析

第六章：依接触点行销

• 概述
• Touchpoint 的全球客户经验管理市场
• Web 服务
• 客服中心
• 移动的
• 社群媒体平台
• 电子邮件
• 其他的

第七章 终端用户市场

• 概述
• 全球客户经验管理市场（按最终用户）
• 零售
• BFSI
• 卫生保健
• 资讯科技和电信
• 製造业
• 政府
• 能源与公共产业
• 其他的

第八章 区域市场

• 概述
• 美国
  • 美国市场概述
• 中美洲
  • 中美洲市场概述
  • 瓜地马拉
  • 巴拿马
  • 哥斯大黎加
  • 中美洲其他地区
• 拉丁美洲
  • 拉丁美洲市场概述
  • 巴西
  • 阿根廷
  • 其他拉丁美洲
• 中东
  • 中东市场概述
  • 沙乌地阿拉伯
  • 阿拉伯聯合大公国
  • 其他中东地区
• 行（其他）

第九章 竞争态势

• 概述
• 市场排名分析
• 区域足迹
• 公司在各行业的足迹
• 王牌矩阵
  • 积极的
  • 前线
  • 新兴
  • 创新者

第十章 公司简介

• 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.

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