Customer Experience Management Market Research Report - Global Forecast 2023

Customer Experience Management Market Research Report - Global Forecast 2023

ID: MRFR/ICT/2117-HCRR | July, 2017 | Region: Global | 100 pages | Half-Cooked Research Reports

Global Customer Experience Management Market, By Touch Point (Call Centers, Email, Social Media), By End-users (BFSI, Healthcare, Manufacturing, Retail) - Forecast 2023

Market Synopsis of Global Customer Experience Management Market:


Market Scenario:
Customer experience managementan be defined as a process by which a company tracks the interaction between consumers and the organizations. This process takes place throughout a particular consumer lifecycle. The organization has a customer experience management process to meet consumer requirements and loyalty. Customer experience management requires an extensive strategy to manage customer experiences.


The factors contributing to the growth of the customer experience management market are the growing need to meet consumer satisfaction, increasing e-commerce, competitive environment and growing focus towards consumer oriented market. However, choosing the right technology and consistency across various verticals are hindering the growth of the customer experience management market.


Geographically, North America accounted for the largest market share in the global customer experience management market, whereas Asia-Pacific is expected to grow at a fast pace over the forecast period, 2017-2023.



CUSTOMER EXPERIENCE MANAGEMENT MARKET

CUSTOMER EXPERIENCE MANAGEMENT MARKET

The global customer experience management market is expected to reach approximately USD 18 billion by the end of 2023 with 22% CAGR during forecast period 2017-2023.


Study Objectives of Customer Experience Management Market:



  • To provide detailed analysis of the market structure along with forecast of the various segments and sub-segments of the global customer experience management market.

  • To provide insights about factors affecting the market growth.

  • To analyze the global customer experience management market based porter’s five force analysis etc.

  • To provide historical and forecast revenue of the market segments and sub-segments with respect to four main geographies and their countries- North America, Europe, Asia, and Rest of the World (ROW).

  • To provide country level analysis of the market with respect to the current market size and future prospective.

  • To provide country level analysis of the market for segment by touch point, end-users and region.

  • To provide strategic profiling of key players in the market, comprehensively analyzing their core competencies, and drawing a competitive landscape for the market.

  • To track and analyze competitive developments such as joint ventures, strategic alliances, mergers and acquisitions, new product developments, and research and developments in the global customer experience management




Key Players
The key players in the global customer experience management market include- IBM Corporation (U.S.), SAS Institute Inc. (U.S.), Adobe Systems Incorporated (U.S.), Tech Mahindra Limited (India), Oracle Corporation (U.S.), Open Text Corporation (Canada), Nokia Networks (Finland), Avaya Inc. (U.S.), SDL (U.K.), among others.


Segments
For the purpose of this study, Market Research Future has segmented the market of customer experience management into touch point, end-users and region.


Touch Point



  • Call centers

  • Website

  • Email

  • Social Media

  • Company Stores

  • Mobile

  • Others




End-users



  • BFSI

  • Government

  • Retail

  • Healthcare

  • Manufacturing

  • IT & Telecommunications

  • Automotive

  • Media & Entertainment

  • Energy

  • Others




Region



  • North-America

  • Europe

  • Asia-Pacific

  • RoW


 


Regional Analysis-
Regionally, North-America accounted for the largest market share, increased adoption of new technological solutions, regional growth of the customer experience management and increasing customer expectations.


However, Asia-Pacific region is expected to grow over the forecast period, 2017-2023. The reason is attributed to the increasing competition among major players, increasing consumer needs and the availability of new technological solutions.


Intended Audience



  • Manufacturers

  • Distributors

  • Research firms

  • Consultancy firms

  • Software Developers

  • Vendors

  • Semiconductor Manufacturers

  • End-user sectors

  • Technology Investors

TABLE OF CONTENTS

1    MARKET INTRODUCTION    


      1.1    INTRODUCTION    

      1.2    SCOPE OF STUDY

            1.2.1    RESEARCH OBJECTIVE

            1.2.2    ASSUMPTIONS

            1.2.3    LIMITATIONS

      1.3    MARKET STRUCTURE

2    RESEARCH METHODOLOGY

      2.1    RESEARCH NETWORK TYPE

      2.2    PRIMARY RESEARCH

      2.3    SECONDARY RESEARCH

      2.4    FORECAST MODEL

            2.4.1    MARKET DATA COLLECTION, ANALYSIS & FORECAST

            2.4.2    MARKET SIZE ESTIMATION

3    MARKET DYNAMICS 

      3.1    INTRODUCTION

      3.2    MARKET DRIVERS

      3.3    MARKET CHALLENGES

      3.4    MARKET OPPORTUNITIES 

      3.5         MARKET RESTRAINTS

4    EXECUTIVE SUMMARY 

5.    MARKET FACTOR ANALYSIS


      5.1    PORTER’S FIVE FORCES ANALYSIS

      5.2    SUPPLY CHAIN ANALYSIS

6    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SEGMENTS

      6.1    INTRODUCTION

      6.2    MARKET STATISTICS

            6.2.1    BY TOUCH POINT

                6.2.1.1     WEBSITE

                6.2.1.2    SOCIAL MEDIA    

                6.2.1.3    EMAIL

                6.2.1.4    MOBILE

                6.2.1.5    COMPANY STORES

                6.2.1.6    CALL CENTERS

                6.2.1.7    OTHERS         

            6.2.2    BY END-USERS

                6.2.2.1    BFSI

                6.2.2.2    HEALTHCARE

                6.2.2.3    MANUFACTURING

                6.2.2.4    GOVERNMENT

                6.2.2.5    IT & TELECOMMUNICATIONS

                6.2.2.6    MEDIA & ENTERTAINMENT

                6.2.2.7    AUTOMOTIVE

                6.2.2.8    RETAIL

                6.2.2.9    OTHERS

            6.2.3    BY GEOGRAPHY

                6.2.3.1    NORTH AMERICA

                6.2.3.2     EUROPE

                6.2.3.3   ASIA-PACIFIC

                6.2.3.4 REST OF THE WORLD

7    COMPETITIVE ANALYSIS

      7.1    MARKET SHARE ANALYSIS

      7.2    COMPANY PROFILES

            7.2.1    IBM CORPORATION (U.S.)

            7.2.2    SAS INSTITUTE INC. (U.S.)

            7.2.3    ADOBE SYSTEMS INCORPORATED (U.S.)

            7.2.4    TECH MAHINDRA LIMITED (INDIA)

            7.2.5    ORACLE CORPORATION (U.S.)

            7.2.6    OPEN TEXT CORPORATION (CANADA)

            7.2.7    NOKIA NETWORKS (FINLAND)

            7.2.8    AVAYA INC. (U.S.)

            7.2.9    SDL (U.K.)

            7.2.10    OTHERS 



LIST OF TABLES

TABLE 1        CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT

TABLE 2        CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS

TABLE 3        CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY GEOGRAPHY

TABLE 4        NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT

TABLE 5        NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS

TABLE 6         U.S CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT

TABLE 7        U.S. CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS 

TABLE 8        CANADA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT

TABLE 9        CANADA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS

TABLE 10    EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT

TABLE 11    EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS

TABLE 12    GERMANY CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT

TABLE 13    GERMANY CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS

TABLE 14    FRANCE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT

TABLE 15    FRANCE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS

TABLE 16    U.K. CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT

TABLE 17    U.K. CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS

TABLE 18    REST OF EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT

TABLE 19    REST OF EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS

TABLE 20    ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT

TABLE 21    ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS 

TABLE 22    REST OF THE WORLD CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT

TABLE 23    REST OF THE WORLD CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS



LIST OF FIGURES

FIGURE 1    RESEARCH METHODOLOGY

FIGURE 2    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT (%)

FIGURE 3    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS (%)

FIGURE 4    CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGIONS (%)

FIGURE 5    NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT (%)

FIGURE 6    NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS (%)

FIGURE 7    EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT (%)

FIGURE 8    EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS (%)

FIGURE 9    ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT (%)

FIGURE 10    ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS (%)

FIGURE 11    REST OF THE WORLD CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCH POINT (%)

FIGURE 12    REST OF THE WORLD CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY END-USERS (%)