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“Increasing need to manage customer experience throughout the customer journey is a primary driving factor for the customer experience management market”
The global customer experience management market is projected to grow from USD 5.06 billion in 2016 to USD 13.18 billion by 2021, at a CAGR of 21.1% between 2016 and 2021. The major factors driving the CEM market include increasing need to manage customer experience throughout the customer journey, need of retaining customers, competitive differentiation, and increasing e-commerce and m-commerce. Some of the factors restraining the market growth are complexity in data synchronization and subjective expectations of customers.

“The mobile touchpoint segment of the CEM market is projected to grow at the highest CAGR during the forecast period”
Among touchpoints, the mobile segment of the customer experience management market is estimated to grow at the highest CAGR during the forecast period. Mobile phones are being increasingly adopted across all industry verticals as it helps to analyze customer behavior by tracking their activities and collecting feedback. Also, increase in mobile shopping and internet penetration is expected to drive the CEM market for mobile touchpoint.

“The Asia-Pacific customer experience management market is projected to grow at the highest CAGR during the forecast period”
The Asia-Pacific customer experience management market is expected to witness exponential growth and is projected to grow at the highest CAGR during the forecast period. This growth is mainly attributed to the rapid growth in smartphone adoption and increasing e-commerce and m-commerce. This region has experienced a huge increase in smartphone users and this adoption rate is expected to grow during the forecast period. It has also fueled online mobile shopping and social media usage. Hence, organizations in this region are primarily focusing on increasing customer experience for mobile and social media touchpoints.

Breakdown of profiles of primaries is represented below:

- By Company Type: Tier 1 - 30%, Tier 2 - 40%, and Tier 3 - 30%
- By Designation: C-level - 72%, Director-level - 14%, and Others - 14%
- By Region: North America - 57%, Europe - 14%, Asia-Pacific - 29%

Various key vendors profiled in the report are as follows:
1. Adobe Systems Incorporated (U.S.)
2. Oracle Corporation (U.S.)
3. IBM Corporation (U.S.)
4. Nokia Networks (Finland)
5. Tech Mahindra Limited (India)
6. Avaya Inc. (U.S.)
7. SDL PLC (U.K.)
8. SAS Institute Inc. (U.S.)
9. OpenText Corporation (Canada)
10. Medallia Inc. (U.S.)
11. Clarabridge Inc. (U.S.)
12. MaritzCX (U.S.)




Research Coverage:
This study provides detailed segmentation of the customer experience management market on the basis of touchpoint (company website, branch/store, web, call center, mobile, social media, email, and others), vertical (IT communication service providers; telecommunication service providers; public sector and energy & utilities; banking, financial services & insurance; healthcare; automotive & transportation; consumer goods & retail; media & entertainment; travel & hospitality; manufacturing and others), and region (North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America).



Key Benefits of Buying the Report:
The report will help the market leaders/new entrants in the following ways:
1. This report comprehensively segments the global customer experience management market and provides the closest approximations of the revenue numbers for the overall market and subsegments across different verticals and regions.
2. The report helps stakeholders to understand the pulse of the market and provides them information on key drivers, restraints, challenges, and opportunities in the global customer experience management market.
3. This report helps stakeholders to obtain better understanding of their competitors and gain more insights to enhance their position and business in the global customer experience management market. The competitive landscape section includes new product launches, partnerships, agreements & collaborations, mergers & acquisitions, and expansions undertaken by the key market players.

Table Of Contents

Customer Experience Management Market by Touch Point, Vertical, and Region - Global Forecast to 2021
TABLE OF CONTENTS

1 INTRODUCTION 16
1.1 OBJECTIVES OF THE STUDY 16
1.2 MARKET DEFINITION 16
1.3 MARKET SCOPE 17
1.3.1 MARKETS COVERED 17
1.3.2 YEAR 18
1.4 CURRENCY 18
1.5 STAKEHOLDERS 18
2 RESEARCH METHODOLOGY 19
2.1 RESEARCH DATA 20
2.1.1 SECONDARY DATA 20
2.1.1.1 Key data from secondary sources 20
2.1.2 PRIMARY DATA 21
2.1.2.1 Key data taken from primary sources 21
2.1.2.2 Key industry insights 21
2.1.2.3 Breakdown of primary interviews 22
2.2 MARKET SIZE ESTIMATION 22
2.3 ASSUMPTIONS 24
3 EXECUTIVE SUMMARY 26
4 PREMIUM INSIGHTS 30
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN CUSTOMER EXPERIENCE MANAGEMENT MARKET 30
4.2 CUSTOMER EXPERIENCE MANAGEMENT MARKET - TOP FOUR VERTICALS 30
4.3 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET 31
4.4 CUSTOMER EXPERIENCE MANAGEMENT MARKET POTENTIAL 31
4.5 CUSTOMER EXPERIENCE MANAGEMENT VERTICAL MARKET (2020) 32
4.6 CUSTOMER EXPERIENCE MANAGEMENT REGIONAL MARKET 32
4.7 LIFECYCLE ANALYSIS, BY REGION, 2015 32
5 MARKET OVERVIEW 34
5.1 INTRODUCTION 35
5.2 EVOLUTION 35
5.3 MARKET SEGMENTATION 36
5.4 MARKET DYNAMICS 37
5.4.1 DRIVERS 37
5.4.1.1 Retaining customers 37
5.4.1.2 Competitive differentiation 37
5.4.1.3 Global economic slowdown 38
5.4.1.4 Online experience 38
5.4.2 RESTRAINTS 39
5.4.2.1 Complexity in data synchronization 39
5.4.2.2 Expectations are subjective 39
5.4.3 CHALLENGES 40
5.4.3.1 Big data 40
5.4.3.2 Choosing the right technology 40
5.4.4 OPPORTUNITIES 40
5.4.4.1 Major focus on virtual side 40
5.4.4.2 Integral part of digital market 41
5.4.5 BURNING ISSUE 41
5.4.5.1 Inconsistent customer experience across customer journey 41
5.4.5.2 Create customer-first culture 41
6 INDUSTRY TRENDS 43
6.1 INTRODUCTION 43
6.2 CUSTOMER EXPERIENCE MANAGEMENT MARKET, VALUE CHAIN ANALYSIS 44
6.3 PORTER'S FIVE FORCES ANALYSIS 45
6.3.1 THREAT OF NEW ENTRANTS 45
6.3.2 THREAT OF SUBSTITUTES 46
6.3.3 BARGAINING POWER OF SUPPLIERS 46
6.3.4 BARGAINING POWER OF BUYERS 46
6.3.5 INTENSITY OF COMPETITIVE RIVALRY 47
7 CUSTOMER EXPERIENCE MANAGEMENT ANALYSIS, BY TOUCHPOINT 48
7.1 INTRODUCTION 49
7.2 COMPANY WEBSITES 50
7.3 BRANCHES/STORES 51
7.4 WEB 51
7.5 CALL CENTERS 52
7.6 MOBILE 53
7.7 SOCIAL MEDIA 54
7.8 EMAILS 55
7.9 OTHER TOUCHPOINTS 56
8 CUSTOMER EXPERIENCE MANAGEMENT ANALYSIS, BY VERTICAL 57
8.1 INTRODUCTION 58
8.2 IT COMMUNICATION SERVICE PROVIDERS 59
8.3 TELECOMMUNICATION SERVICE PROVIDERS 60
8.4 PUBLIC SECTOR AND ENERGY and UTILITIES 61
8.5 BANKING, FINANCIAL SERVICES AND INSURANCE 61
8.6 HEALTHCARE 62
8.7 AUTOMOTIVE and TRANSPORTATION 63
8.8 CONSUMER GOODS and RETAIL 63
8.9 MEDIA and ENTERTAINMENT 64
8.10 TRAVEL and HOSPITALITY 65
8.11 MANUFACTURING 65
8.12 OTHERS 66
9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 67
9.1 INTRODUCTION 68
9.2 NORTH AMERICA 70
9.2.1 OVERVIEW 70
9.3 EUROPE 77
9.3.1 OVERVIEW 77
9.4 ASIA-PACIFIC 84
9.4.1 OVERVIEW 84
9.5 MIDDLE EAST and AFRICA 91
9.5.1 OVERVIEW 91
9.6 LATIN AMERICA 98
9.6.1 OVERVIEW 98
10 COMPETITIVE LANDSCAPE 105
10.1 OVERVIEW 105
10.2 COMPETITIVE SITUATION AND TRENDS 105
10.2.1 NEW PRODUCT LAUNCHES 107
10.2.2 AGREEMENTS, PARTNERSHIPS, AND COLLABORATIONS 107
10.2.3 MERGERS AND ACQUISITIONS 108
10.2.4 EXPANSIONS 109
11 COMPANY PROFILES 110
(Overview, Financials, Products and Services, Strategy, and Developments)*
11.1 NOKIA NETWORKS 110
11.2 ORACLE CORPORATION 113
11.3 IBM 116
11.4 ADOBE SYSTEMS INCORPORATED 119
11.5 SAS INSTITUTE INC. 122
11.6 VERINT SYSTEMS INC. 124
11.7 QUALTRICS 127
11.8 TECH MAHINDRA 129
11.9 AVAYA 131
11.10 OPENTEXT 134
11.11 SAP SE 137
11.12 MEDALLIA 141
11.13 SATEMETRIX 143
11.14 CLARABRIDGE 144
11.15 SDL 145
*Details on overview, financials, product and services, strategy, and developments might not be captured in case of unlisted companies
12 APPENDIX 147
12.1 NEW PRODUCT LAUNCH 147
12.2 MERGERS and ACQUISITION (MandA) 149
12.3 AGREEMENT, PARTNERSHIP, and COLLABORATION 150
12.4 EXPANSION 155
12.5 INSIGHTS OF INDUSTRY EXPERTS 156
12.6 DISCUSSION GUIDE 157
12.7 INTRODUCING RT: REAL TIME MARKET INTELLIGENCE 159
12.8 AVAILABLE CUSTOMIZATIONS 160
12.9 RELATED REPORTS 161


LIST OF TABLES

TABLE 1 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE AND GROWTH RATE, 2014-2020 (USD MN, Y-O-Y %) 27
TABLE 2 COMPETITIVE DIFFERENTIATION AND ONLINE EXPERIENCE ARE THE MAJOR DRIVERS IN CEM MARKET 38
TABLE 3 COMPLEXITY IN DATA SYNCHRONIZATION RESTRAINS THE GROWTH OF CUSTOMER EXPERIENCE MANAGEMENT MARKET 39
TABLE 4 CHOOSING THE RIGHT TECHNOLOGY IS CONSIDERED AS ONE OF THE MAJOR CHALLENGES 40
TABLE 5 MAJOR FOCUS ON VIRTUAL SIDE WILL ACT AS AN OPPORTUNITY FOR CUSTOMER EXPERIENCE MANAGEMENT 41
TABLE 6 INCONSISTENT CUSTOMER EXPERIENCE ACROSS CUSTOMER JOURNEY IS CONSIDERED AS ONE OF THE BURNING ISSUE FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET 42
TABLE 7 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT,
2013-2020 (USD MILLION) 49
TABLE 8 COMPANY WEBSITES TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 50
TABLE 9 BRANCHES/STORES TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 51
TABLE 10 WEB TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 52
TABLE 11 CALL CENTERS TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 53
TABLE 12 MOBILE TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 54
TABLE 13 SOCIAL MEDIA TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 55
TABLE 14 EMAILS TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 55
TABLE 15 OTHERS TOUCHPOINT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 56
TABLE 16 CUSTOMER EXPERIENCE MANAGEMENT SIZE, BY VERTICAL,
2013-2020 (USD MILLION) 58
TABLE 17 IT COMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 59
TABLE 18 TELECOMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 60
TABLE 19 PUBLIC SECTOR AND ENERGY and UTILITIES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 61
TABLE 20 BANKING, FINANCIAL SERVICES AND INSURANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 62
TABLE 21 HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 62
TABLE 22 AUTOMOTIVE and TRANSPORTATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 63
TABLE 23 CONSUMER GOODS and RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 64
TABLE 24 MEDIA and ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 64
TABLE 25 TRAVEL and HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 65
TABLE 26 MANUFACTURING: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2013-2020 (USD MILLION) 65
TABLE 27 OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 66
TABLE 28 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2013-2020 (USD MILLION) 68
TABLE 29 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY TOUCHPOINT, 2013-2020 (USD MILLION) 71
TABLE 30 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2013-2020 (USD MILLION) 71
TABLE 31 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2013-2020 (USD MILLION) 72
TABLE 32 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2013-2020 (USD MILLION) 72
TABLE 33 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY and UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION) 73
TABLE 34 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES, AND INSURANCE, BY TOUCHPOINT,
2013-2020 (USD MILLION) 73
TABLE 35 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION) 74
TABLE 36 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE and TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION) 74
TABLE 37 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS and RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION) 75
TABLE 38 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA and ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION) 75
TABLE 39 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL and HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION) 76
TABLE 40 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION) 76
TABLE 41 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION) 77
TABLE 42 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION) 77
TABLE 43 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION) 78
TABLE 44 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT, 2013-2020 (USD MILLION) 78
TABLE 45 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2013-2020 (USD MILLION) 79
TABLE 46 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY and UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION) 79
TABLE 47 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES, AND INSURANCE, BY TOUCHPOINT,
2013-2020 (USD MILLION) 80
TABLE 48 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE,
BY TOUCHPOINT, 2013-2020 (USD MILLION) 80
TABLE 49 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE and TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION) 81
TABLE 50 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS and RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION) 81
TABLE 51 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA and ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION) 82
TABLE 52 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL and HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION) 82
TABLE 53 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION) 83
TABLE 54 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION) 83
TABLE 55 ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY TOUCHPOINT, 2013-2020 (USD MILLION) 85
TABLE 56 ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2013-2020 (USD MILLION) 85
TABLE 57 ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2013-2020 (USD MILLION) 86
TABLE 58 ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2013-2020 (USD MILLION) 86
TABLE 59 ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY and UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION) 87
TABLE 60 ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES AND INSURANCE, BY TOUCHPOINT,
2013-2020 (USD MILLION) 87
TABLE 61 ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION) 88
TABLE 62 ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE and TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION) 88
TABLE 63 ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS and RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION) 89
TABLE 64 ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA and ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION) 89
TABLE 65 ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL and HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION) 90
TABLE 66 ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION) 90
TABLE 67 ASIA-PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION) 91
TABLE 68 MIDDLE EAST and AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT, 2013-2020 (USD MILLION) 91
TABLE 69 MIDDLE EAST and AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2013-2020 (USD MILLION) 92
TABLE 70 MIDDLE EAST and AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2013-2020 (USD MILLION) 92
TABLE 71 MIDDLE EAST and AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2013-2020 (USD MILLION) 93
TABLE 72 MIDDLE EAST and AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY and UTILITIES, BY TOUCHPOINT,
2013-2020 (USD MILLION) 93
TABLE 73 MIDDLE EAST and AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES AND INSURANCE, BY TOUCHPOINT,
2013-2020 (USD MILLION) 94
TABLE 74 MIDDLE EAST and AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION) 94
TABLE 75 MIDDLE EAST and AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE and TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION) 95
TABLE 76 MIDDLE EAST and AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS and RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION) 95
TABLE 77 MIDDLE EAST and AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA and ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION) 96
TABLE 78 MIDDLE EAST and AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL and HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION) 96
TABLE 79 MIDDLE EAST and AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION) 97
TABLE 80 MIDDLE EAST and AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION) 97
TABLE 81 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY TOUCHPOINT, 2013-2020 (USD MILLION) 98
TABLE 82 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2013-2020 (USD MILLION) 99
TABLE 83 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2013-2020 (USD MILLION) 99
TABLE 84 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2013-2020 (USD MILLION) 100
TABLE 85 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN PUBLIC SECTOR AND ENERGY and UTILITIES, BY TOUCHPOINT, 2013-2020 (USD MILLION) 100
TABLE 86 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN BANKING, FINANCIAL SERVICES AND INSURANCE, BY TOUCHPOINT,
2013-2020 (USD MILLION) 101
TABLE 87 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN HEALTHCARE, BY TOUCHPOINT, 2013-2020 (USD MILLION) 101
TABLE 88 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN AUTOMOTIVE and TRANSPORTATION, BY TOUCHPOINT, 2013-2020 (USD MILLION) 102
TABLE 89 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN CONSUMER GOODS and RETAIL, BY TOUCHPOINT, 2013-2020 (USD MILLION) 102
TABLE 90 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MEDIA and ENTERTAINMENT, BY TOUCHPOINT, 2013-2020 (USD MILLION) 103
TABLE 91 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN TRAVEL and HOSPITALITY, BY TOUCHPOINT, 2013-2020 (USD MILLION) 103
TABLE 92 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN MANUFACTURING, BY TOUCHPOINT, 2013-2020 (USD MILLION) 104
TABLE 93 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET IN OTHERS VERTICAL, BY TOUCHPOINT, 2013-2020 (USD MILLION) 104
TABLE 94 NEW PRODUCT LAUNCH, 2014-2015 107
TABLE 95 AGREEMENTS, PARTNERSHIPS, AND COLLABORATIONS, 2014-2015 107
TABLE 96 MERGERS AND ACQUISITIONS, 2014-2015 108
TABLE 97 EXPANSIONS, 2014-2015 109
TABLE 98 NEW PRODUCT LAUNCH 147
TABLE 99 MERGERS and ACQUISITION 149
TABLE 100 AGREEMENT, PARTNERSHIP and COLLABORATION 150
TABLE 101 EXPANSION 155


LIST OF FIGURES

FIGURE 1 RESEARCH DESIGN 19
FIGURE 2 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 23
FIGURE 3 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 23
FIGURE 4 DATA TRIANGULATION 24
FIGURE 5 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, TOUCHPOINTS SNAPSHOT (2015-2020): MOBILE SEGMENT IS EXPECTED TO HAVE THE HIGHEST CAGR IN NEXT FIVE YEARS 27
FIGURE 6 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, VERTICALS SNAPSHOT (2015-2020): TRAVEL and HOSPITALITY SEGMENT IS EXPECTED TO GROW AT THE HIGHEST CAGR IN THE NEXT FIVE YEARS 28
FIGURE 7 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, GEOGRAPHY SNAPSHOT (2015-2020): ASIA-PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR IN THE NEXT FIVE YEARS 28
FIGURE 8 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SHARE, 2015 - NORTH AMERICA IS EXPECTED TO HOLD THE LARGEST MARKET SHARE IN 2015 29
FIGURE 9 INCREASING DEMAND AMONG ORGANIZATIONS FOR INTEGRATED CUSTOMER EXPERIENCE MANAGEMENT SUITE 30
FIGURE 10 TELECOMMUNICATION SERVICE PROVIDERS, BANKING, FINANCE AND INSURANCE, IT COMMUNICATION SERVICE PROVIDERS, AND CONSUMER GOODS and RETAIL ARE THE TOP FOUR VERTICALS GAINING THE HIGHEST TRACTION IN TERMS OF MARKET SIZE 30
FIGURE 11 NORTH AMERICA HOLDS THE MAXIMUM SHARE IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET (2015) 31
FIGURE 12 ASIA-PACIFIC IS EXPECTED TO HAVE THE HIGHEST MARKET GROWTH POTENTIAL DURING THE FORECAST PERIOD 31
FIGURE 13 TELECOMMUNICATION SERVICE PROVIDER AND BANKING, FINANCE AND INSURANCE VERTICALS WILL CONTINUE TO DOMINATE THE CUSTOMER EXPERIENCE MANAGEMENT MARKET DURING THE FORECAST PERIOD 32
FIGURE 14 ASIA-PACIFIC MARKET TO GROW FASTER AS COMPARED TO OTHER REGIONS 32
FIGURE 15 REGIONAL LIFECYCLE - MIDDLE EAST and AFRICA IS EXPECTED TO BE IN THE INTRODUCTION PHASE IN 2015 33
FIGURE 16 ADVANCEMENTS IN COMMUNICATION TECHNOLOGY ARE THE MAJOR DRIVING FACTORS FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET 36
FIGURE 17 CUSTOMER EXPERIENCE MANAGEMENT MARKET SEGMENTATION 36
FIGURE 18 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 37
FIGURE 19 VALUE CHAIN ANALYSIS 44
FIGURE 20 PORTER'S FIVE FORCES ANALYSIS: THE BARGAINING POWER OF BUYERS IS MODERATE TO HIGH IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 45
FIGURE 21 THE CALL CENTERS SEGMENT IS EXPECTED TO LEAD THE CUSTOMER EXPERIENCE MANAGEMENT MARKET BY 2020 49
FIGURE 22 THE COMPANY WEBSITES SEGMENT IS EXPECTED TO SHOW CONSIDERABLE GROWTH IN THE ASIA-PACIFIC REGION 50
FIGURE 23 THE CALL CENTERS SEGMENT IS EXPECTED TO SHOW CONSIDERABLE GROWTH IN THE NORTH AMERICAN REGION BY 2020 52
FIGURE 24 THE MOBILE SEGMENT IS EXPECTED TO SHOW CONSIDERABLE GROWTH IN THE ASIA-PACIFIC REGION BY 2020 53
FIGURE 25 THE SOCIAL MEDIA SEGMENT IS EXPECTED TO SHOW CONSIDERABLE GROWTH IN THE ASIA-PACIFIC REGION DURING THE FORECAST PERIOD 54
FIGURE 26 BANKING, FINANCIAL SERVICES, AND INSURANCE SEGMENT IS EXPECTED TO LEAD THE CEM MARKET BY 2020 58
FIGURE 27 THE IT COMMUNICATION SERVICE PROVIDERS SEGMENT IS EXPECTED TO SHOW CONSIDERABLE GROWTH IN THE ASIA-PACIFIC REGION 59
FIGURE 28 THE TELECOMMUNICATION SERVICE PROVIDERS SEGMENT IS EXPECTED TO SHOW CONSIDERABLE GROWTH IN THE ASIA-PACIFIC REGION 60
FIGURE 29 THE BANKING, FINANCIAL SERVICES AND INSURANCE SEGMENT IS PROJECTED TO EXHIBIT A CONSIDERABLE GROWTH RATE IN THE ASIA-PACIFIC REGION 61
FIGURE 30 THE CONSUMER GOODS and RETAIL SEGMENT IN ASIA-PACIFIC IS EXPECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 63
FIGURE 31 CUSTOMER EXPERIENCE MANAGEMENT MARKET IN THE ASIA-PACIFIC REGION TO GROW AT THE HIGHEST CAGR BETWEEN 2015 AND 2020 68
FIGURE 32 GEOGRAPHIC SNAPSHOT - ASIA-PACIFIC REGION IS EMERGING AS THE NEW HOTSPOT FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 69
FIGURE 33 GEOGRAPHIC SNAPSHOT (2015-2020): ASIA-PACIFIC REGION IS AN ATTRACTIVE DESTINATION FOR THE OVERALL CUSTOMER EXPERIENCE MANAGEMENT MARKET 69
FIGURE 34 NORTH AMERICA MARKET SNAPSHOT: VIDEO SURVEILLANCE, PUBLIC SECTOR AND ENERGY and UTILITIES, AND IT COMMUNICATION SERVICE PROVIDERS ARE ESTIMATED TO HOLD MAXIMUM SHARE IN THE MARKET IN 2015 70
FIGURE 35 ASIA-PACIFIC CEM MARKET SNAPSHOT: TELECOMMUNICATION SERVICE PROVIDERS AND BANKING, FINANCIAL SERVICES AND INSURANCE SEGMENTS ARE EXPECTED TO CONTRIBUTE THE MAXIMUM SHARE TO THE CEM MARKET 84
FIGURE 36 COMPANIES ADOPTED PARTNERSHIP/AGREEMENT/COLLABORATION AS THE KEY GROWTH STRATEGIES OVER THE LAST 2 YEARS 105
FIGURE 37 MARKET EVALUATION FRAMEWORK 106
FIGURE 38 BATTLE FOR MARKET SHARE: AGREEMENTS, PARTNERSHIPS, AND COLLABORATIONS WERE THE KEY STRATEGIES 106
FIGURE 39 NOKIA NETWORKS: COMPANY SNAPSHOT 110
FIGURE 40 NOKIA NETWORKS: SWOT ANALYSIS 112
FIGURE 41 ORACLE CORPORATION: COMPANY SNAPSHOT 113
FIGURE 42 ORACLE CORPORATION: SWOT ANALYSIS 115
FIGURE 43 IBM : COMPANY SNAPSHOT 116
FIGURE 44 IBM: SWOT ANALYSIS 118
FIGURE 45 ADOBE SYSTEMS INCORPORATED : COMPANY SNAPSHOT 119
FIGURE 46 ADOBE SYSTEMS: SWOT ANALYSIS 121
FIGURE 47 SAS INSTITUTE INC.: COMPANY SNAPSHOT 122
FIGURE 48 VERINT SYSTEMS INC. : COMPANY SNAPSHOT 124
FIGURE 49 TECH MAHINDRA : COMPANY SNAPSHOT 129
FIGURE 50 AVAYA: COMPANY SNAPSHOT 131
FIGURE 51 AVAYA: SWOT ANALYSIS 133
FIGURE 52 OPENTEXT: COMPANY SNAPSHOT 134
FIGURE 53 OPENTEXT: SWOT ANALYSIS 135
FIGURE 54 SAP SE: COMPANY SNAPSHOT 137
FIGURE 55 SAP SE: SWOT ANALYSIS 139
FIGURE 56 MEDALLIA: SWOT ANALYSIS 142
FIGURE 57 SDL : COMPANY SNAPSHOT 145

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