Customer Experience Management Market by Touch Points (Company Website, Ranch/Store, Web, and Call Center), by Regions (North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America), by Vertical (IT Communication Service Providers, BFSI, and Others) - Global Forecast to 2020

顧客経験管理(CEM)の世界市場予測(~2020)

◆タイトル:Customer Experience Management Market by Touch Points (Company Website, Ranch/Store, Web, and Call Center), by Regions (North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America), by Vertical (IT Communication Service Providers, BFSI, and Others) - Global Forecast to 2020
◆商品コード:MAM-TC-2625
◆調査・発行会社:MarketsandMarkets
◆発行日:2015年12月7日
◆ページ数:163
◆レポート形式:PDF / 英語
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◆調査対象地域:グローバル
◆産業分野:IT
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【レポートの概要】

当調査レポートでは、顧客経験管理(CEM)の世界市場について調査・分析し、エグゼクティブサマリー、市場インサイト、市場概観/市場動向、産業動向、バリューチェーン分析、市場環境分析、タッチポイント別分析、地域別分析、産業別分析、市場規模及び予測、市場動向、競争状況、関連企業分析などの情報をお届けいたします。

Customer experience management is a collection of processes, which use a variety of technologies to gather customer feedback, understand their expectations, and improve the overall customer experience to reach new markets through different touchpoints. The aim of CEM is to move the customer from satisfied to loyal, and to make them promoters of the brand. Telecommunication service providers; banking, financial services and insurance (BFSI); and consumer goods & retail markets provide significant opportunities for global customer CEM solution vendors and integrators. To achieve and adopt the highest levels of customer experience, companies are looking forward to implement innovative tools and technologies. CEM consists of different types of analytics that include enterprise feedback management (EFM), web analytics, text analytics, social media analytics, predictive analytics, and speech analytics among others. Currently, telecommunication service provider vertical accounts for the highest market share, followed by BFSI vertical in the overall CEM market.

The global customer experience management market is expected to grow from USD 4.36 Billion in 2015 to USD 10.77 Billion by 2020, at a CAGR of 19.9% during the forecast period of 2015 to 2020.

Organizations in regions such as North America and Europe are one step ahead as compared to their counterparts in other regions in terms of tracking their customers and implementing the CEM solutions. They had started implementing CEM tools and techniques long ago and provide the tailored experiences on websites to win over their customers. Organizations are making necessary investments in customer experience management solutions that actually bring good ROI for them. In APAC and MEA, organizations understand the importance of CEM tools and have started investing in CEM tool with main focus on customer retention, customer experience transformation, contact centers, and customer acquisition. CEM presents a lot of opportunities for the telecom operators to distinguish themselves competitively in a jam-packed market and to prioritize capital and operational investments in the business according to consumer priorities and preferences.

Customer experience management market has emerged from an individual survey process to an intelligent online interactive platforms processes and involve a large number of vendors providing CEM services. CEM solutions provide a unique, connected view of customer’s journey, which helps organizations take strategic decisions based on their experience and generate consistent financial returns. CEM solutions are provided on premise as well as on cloud to help deliver personalized experience of customers to understand their behavior at every touchpoint. Along with the online tracking of customers, CEM tools also allow to place different offers and campaign at the same time, irrespective of the customer’s location. Adobe System, IBM Corporation, Nokia Networks, Wipro, Tech Mahindra, CGI Groups, SDL, SAP, SAS, Avaya, and OpenText are some the major players with a strong presence in this market.

Customer experience management market is segmented on the basis of touchpoints, verticals, and region. The touchpoints comprise company website, branch/store, web, call center, mobile, social media, email, and others. The verticals comprise IT communication service provider, telecommunication service providers, public sector energy & utilities; banking, financial services and insurance; healthcare, automotive & transportation, consumer goods & retail, media & entertainment, travel & hospitality, manufacturing, and others. The market segmentation on the basis of region covers North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America.

【レポートの目次】

1 Introduction (Page No. – 16)
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.3.1 Markets Covered
1.3.2 Year
1.4 Currency
1.5 Stakeholders

2 Research Methodology (Page No. – 19)
2.1 Research Data
2.1.1 Secondary Data
2.1.1.1 Key Data From Secondary Sources
2.1.2 Primary Data
2.1.2.1 Key Data Taken From Primary Sources
2.1.2.2 Key Industry Insights
2.1.2.3 Breakdown of Primary Interviews
2.2 Market Size Estimation
2.3 Assumptions

3 Executive Summary (Page No. – 26)

4 Premium Insights (Page No. – 30)
4.1 Attractive Market Opportunities in CEM Market
4.2 CEM Market – Top Four Verticals
4.3 Global Customer Experience Management Market
4.4 CEM Market Potential
4.5 Customer Experience Management Vertical Market (2020)
4.6 Customer Experience Management Regional Market
4.7 Lifecycle Analysis, By Region, 2015

5 Customer Experience Management Market Overview (Page No. – 34)
5.1 Introduction
5.2 Evolution
5.3 Market Segmentation
5.4 Market Dynamics
5.4.1 Drivers
5.4.1.1 Retaining Customers
5.4.1.2 Competitive Differentiation
5.4.1.3 Global Economic Slowdown
5.4.1.4 Online Experience
5.4.2 Restraints
5.4.2.1 Complexity in Data Synchronization
5.4.2.2 Expectations are Subjective
5.4.3 Challenges
5.4.3.1 Big Data
5.4.3.2 Choosing the Right Technology
5.4.4 Opportunities
5.4.4.1 Major Focus on Virtual Side
5.4.4.2 Integral Part of Digital Market
5.4.5 Burning Issue
5.4.5.1 Inconsistent Customer Experience Across Customer Journey
5.4.5.2 Create Customer-First Culture

6 Industry Trends (Page No. – 43)
6.1 Introduction
6.2 Customer Experience Management Market, Value Chain Analysis
6.3 Porter’s Five Forces Analysis
6.3.1 Threat of New Entrants
6.3.2 Threat of Substitutes
6.3.3 Bargaining Power of Suppliers
6.3.4 Bargaining Power of Buyers
6.3.5 Intensity of Competitive Rivalry

7 Customer Experience Management Analysis, By Touchpoint (Page No. – 48)
7.1 Introduction
7.2 Company Websites
7.3 Branches/Stores
7.4 Web
7.5 Call Centers
7.6 Mobile
7.7 Social Media
7.8 Emails
7.9 Other Touchpoints

8 Customer Experience Management Analysis, By Vertical (Page No. – 57)
8.1 Introduction
8.2 It Communication Service Providers
8.3 Telecommunication Service Providers
8.4 Public Sector and Energy & Utilities
8.5 Banking, Financial Services and Insurance
8.6 Healthcare
8.7 Automotive & Transportation
8.8 Consumer Goods & Retail
8.9 Media & Entertainment
8.10 Travel & Hospitality
8.11 Manufacturing
8.12 Others

9 Customer Experience Management Market, By Region (Page No. – 67)
9.1 Introduction
9.2 North America
9.2.1 Overview
9.3 Europe
9.3.1 Overview
9.4 Asia-Pacific
9.4.1 Overview
9.5 Middle East & Africa
9.5.1 Overview
9.6 Latin America
9.6.1 Overview

10 Competitive Landscape (Page No. – 105)
10.1 Overview
10.2 Competitive Situation and Trends
10.2.1 New Product Launches
10.2.2 Agreements, Partnerships, and Collaborations
10.2.3 Mergers and Acquisitions
10.2.4 Expansions

11 Company Profiles (Page No. – 110)
(Overview, Financials, Products & Services, Strategy, and Developments)*
11.1 Nokia Networks
11.2 Oracle Corporation
11.3 IBM
11.4 Adobe Systems Incorporated
11.5 SAS Institute Inc.
11.6 Verint Systems Inc.
11.7 Qualtrics
11.8 Tech Mahindra
11.9 Avaya
11.10 Opentext
11.11 SAP SE
11.12 Medallia
11.13 Satemetrix
11.14 Clarabridge
11.15 SDL

*Details on Overview, Financials, Product & Services, Strategy, and Developments Might Not Be Captured in Case of Unlisted Companies

12 Appendix (Page No. – 147)
12.1 New Product Launch
12.2 Mergers & Acquisition (M&A)
12.3 Agreement, Partnership, & Collaboration
12.4 Expansion
12.5 Insights of Industry Experts
12.6 Discussion Guide
12.7 Introducing RT: Real Time Market Intelligence
12.8 Available Customizations
12.9 Related Reports

List of Tables (101 Tables)

Table 1 Global Customer Experience Management Market Size and Growth Rate, 2014-2020 (USD MN, Y-O-Y %)
Table 2 Competitive Differentiation and Online Experience are the Major Drivers in CEM Market
Table 3 Complexity in Data Synchronization Restrains the Growth of Market
Table 4 Choosing the Right Technology is Considered as One of the Major Challenges
Table 5 Major Focus on Virtual Side Will Act as an Opportunity got Customer Experience Management
Table 6 Inconsistent Customer Experience Across Customer Journey is Considered as One of the Burning Issue got Customer Experience Management Market
Table 7 Market Size, By Touchpoint, 2013–2020 (USD Million)
Table 8 Company Websites Touchpoint: Market Size, By Region, 2013–2020 (USD Million)
Table 9 Branches/Stores Touchpoint: Market Size, By Region, 2013–2020 (USD Million)
Table 10 Web Touchpoint: Market Size, By Region, 2013–2020 (USD Million)
Table 11 Call Centers Touchpoint: Market Size, By Region, 2013–2020 (USD Million)
Table 12 Mobile Touchpoint: Market Size, By Region, 2013–2020 (USD Million)
Table 13 Social Media Touchpoint: Market Size, By Region, 2013–2020 (USD Million)
Table 14 Emails Touchpoint: Market Size, By Region, 2013–2020 (USD Million)
Table 15 Others Touchpoint: Market Size, By Region, 2013–2020 (USD Million)
Table 16 Customer Experience Management Size, By Vertical, 2013–2020 (USD Million)
Table 17 It Communication Service Providers: Market Size, By Region, 2013–2020 (USD Million)
Table 18 Telecommunication Service Providers: Market Size, By Region, 2013–2020 (USD Million)
Table 19 Public Sector and Energy & Utilities: Market Size, By Region, 2013–2020 (USD Million)
Table 20 Banking, Financial Services and Insurance: Market Size, By Region, 2013–2020 (USD Million)
Table 21 Healthcare: Customer Experience Management Market Size, By Region, 2013–2020 (USD Million)
Table 22 Automotive & Transportation: Market Size, By Region, 2013–2020 (USD Million)
Table 23 Consumer Goods & Retail: Market Size, By Region, 2013–2020 (USD Million)
Table 24 Media & Entertainment: Market Size, By Region, 2013–2020 (USD Million)
Table 25 Travel & Hospitality: Market Size, By Region, 2013–2020 (USD Million)
Table 26 Manufacturing: Market Size, By Region, 2013–2020 (USD Million)
Table 27 Others: Market Size, By Region, 2013–2020 (USD Million)
Table 28 Customer Experience Management Market Size, By Region, 2013-2020 (USD Million)
Table 29 North America: Market Size, By Touchpoint, 2013–2020 (USD Million)
Table 30 North America: Market Size, By Vertical, 2013–2020 (USD Million)
Table 31 North America: Market in It Communication Service Providers, By Touchpoint, 2013–2020 (USD Million)
Table 32 North America: nagement Market in Telecommunication Service Providers, By Touchpoint, 2013–2020 (USD Million)
Table 33 North America: Market in Public Sector and Energy & Utilities, By Touchpoint, 2013–2020 (USD Million)
Table 34 North America: Market in Banking, Financial Services, and Insurance, By Touchpoint, 2013–2020 (USD Million)
Table 35 North America: Market in Healthcare, By Touchpoint, 2013–2020 (USD Million)
Table 36 North America: Market in Automotive & Transportation, By Touchpoint, 2013–2020 (USD Million)
Table 37 North America: Market in Consumer Goods & Retail, By Touchpoint, 2013–2020 (USD Million)
Table 38 North America: Market in Media & Entertainment, By Touchpoint, 2013–2020 (USD Million)
Table 39 North America: Market in Travel & Hospitality, By Touchpoint, 2013–2020 (USD Million)
Table 40 North America: Market in Manufacturing, By Touchpoint, 2013–2020 (USD Million)
Table 41 North America: Market in Others Vertical, By Touchpoint, 2013–2020 (USD Million)
Table 42 Europe: Customer Experience Management Market Size, By Touchpoint, 2013-2020 (USD Million)
Table 43 Europe: Market Size, By Vertical, 2013–2020 (USD Million)
Table 44 Europe: Market in It Communication Service Providers, By Touchpoint, 2013–2020 (USD Million)
Table 45 Europe: Market in Telecommunication Service Providers, By Touchpoint, 2013–2020 (USD Million)
Table 46 Europe: Market in Public Sector and Energy & Utilities, By Touchpoint, 2013–2020 (USD Million)
Table 47 Europe: Market in Banking, Financial Services, and Insurance, By Touchpoint, 2013–2020 (USD Million)
Table 48 Europe: Market in Healthcare, By Touchpoint, 2013–2020 (USD Million)
Table 49 Europe: Market in Automotive & Transportation, By Touchpoint, 2013–2020 (USD Million)
Table 50 Europe: Customer Experience Management Market in Consumer Goods & Retail, By Touchpoint, 2013–2020 (USD Million)
Table 51 Europe: Market in Media & Entertainment, By Touchpoint, 2013–2020 (USD Million)
Table 52 Europe: Market in Travel & Hospitality, By Touchpoint, 2013–2020 (USD Million)
Table 53 Europe: Market in Manufacturing, By Touchpoint, 2013–2020 (USD Million)
Table 54 Europe: Market in Others Vertical, By Touchpoint, 2013–2020 (USD Million)
Table 55 Asia-Pacific: Market Size, By Touchpoint, 2013–2020 (USD Million)
Table 56 Asia-Pacific: Market Size, By Vertical, 2013–2020 (USD Million)
Table 57 Asia-Pacific: Market in It Communication Service Providers, By Touchpoint, 2013–2020 (USD Million)
Table 58 Asia-Pacific: Market in Telecommunication Service Providers, By Touchpoint, 2013–2020 (USD Million)
Table 59 Asia-Pacific: Market in Public Sector and Energy & Utilities, By Touchpoint, 2013–2020 (USD Million)
Table 60 Asia-Pacific: Market in Banking, Financial Services and Insurance, By Touchpoint, 2013–2020 (USD Million)
Table 61 Asia-Pacific: Market in Healthcare, By Touchpoint, 2013–2020 (USD Million)
Table 62 Asia-Pacific: Market in Automotive & Transportation, By Touchpoint, 2013–2020 (USD Million)
Table 63 Asia-Pacific: Market in Consumer Goods & Retail, By Touchpoint, 2013–2020 (USD Million)
Table 64 Asia-Pacific: Market in Media & Entertainment, By Touchpoint, 2013–2020 (USD Million)
Table 65 Asia-Pacific: Market in Travel & Hospitality, By Touchpoint, 2013–2020 (USD Million)
Table 66 Asia-Pacific: Market in Manufacturing, By Touchpoint, 2013–2020 (USD Million)
Table 67 Asia-Pacific: Market in Others Vertical, By Touchpoint, 2013–2020 (USD Million)
Table 68 Middle East & Africa: Market Size, By Touchpoint, 2013–2020 (USD Million)
Table 69 Middle East & Africa: Market Size, By Vertical, 2013–2020 (USD Million)
Table 70 Middle East & Africa: Market in It Communication Service Providers, By Touchpoint, 2013–2020 (USD Million)
Table 71 Middle East & Africa: Market in Telecommunication Service Providers, By Touchpoint, 2013–2020 (USD Million)
Table 72 Middle East & Africa: Market in Public Sector and Energy & Utilities, By Touchpoint, 2013–2020 (USD Million)
Table 73 Middle East & Africa: Market in Banking, Financial Services and Insurance, By Touchpoint, 2013–2020 (USD Million)
Table 74 Middle East & Africa: Market in Healthcare, By Touchpoint, 2013–2020 (USD Million)
Table 75 Middle East & Africa: Market in Automotive & Transportation, By Touchpoint, 2013–2020 (USD Million)
Table 76 Middle East & Africa: Market in Consumer Goods & Retail, By Touchpoint, 2013–2020 (USD Million)
Table 77 Middle East & Africa: Market in Media & Entertainment, By Touchpoint, 2013–2020 (USD Million)
Table 78 Middle East & Africa: Market in Travel & Hospitality, By Touchpoint, 2013–2020 (USD Million)
Table 79 Middle East & Africa: Market in Manufacturing, By Touchpoint, 2013–2020 (USD Million)
Table 80 Middle East & Africa: Market in Others Vertical, By Touchpoint, 2013–2020 (USD Million)
Table 81 Latin America: Customer Experience Management Market Size, By Touchpoint, 2013–2020 (USD Million)
Table 82 Latin America: Market Size, By Vertical, 2013–2020 (USD Million)
Table 83 Latin America: Market in It Communication Service Providers, By Touchpoint, 2013–2020 (USD Million)
Table 84 Latin America: Market in Telecommunication Service Providers, By Touchpoint, 2013–2020 (USD Million)
Table 85 Latin America: Market in Public Sector and Energy & Utilities, By Touchpoint, 2013–2020 (USD Million)
Table 86 Latin America: Market in Banking, Financial Services and Insurance, By Touchpoint, 2013–2020 (USD Million)
Table 87 Latin America: Market in Healthcare, By Touchpoint, 2013–2020 (USD Million)
Table 88 Latin America: Market in Automotive & Transportation, By Touchpoint, 2013–2020 (USD Million)
Table 89 Latin America: Market in Consumer Goods & Retail, By Touchpoint, 2013–2020 (USD Million)
Table 90 Latin America: Market in Media & Entertainment, By Touchpoint, 2013–2020 (USD Million)
Table 91 Latin America: Market in Travel & Hospitality, By Touchpoint, 2013–2020 (USD Million)
Table 92 Latin America: Market in Manufacturing, By Touchpoint, 2013–2020 (USD Million)
Table 93 Latin America: Customer Experience Management Market in Others Vertical, By Touchpoint, 2013–2020 (USD Million)
Table 94 New Product Launch, 2014–2015
Table 95 Agreements, Partnerships, and Collaborations, 2014–2015
Table 96 Mergers and Acquisitions, 2014–2015
Table 97 Expansions, 2014–2015
Table 98 New Product Launch
Table 99 Mergers & Acquisition
Table 100 Agreement, Partnership & Collaboration
Table 101 Expansion

List of Figures (57 Figures)

Figure 1 Research Design
Figure 2 Market Size Estimation Methodology: Bottom-Up Approach
Figure 3 Market Size Estimation Methodology: Top-Down Approach
Figure 4 Data Triangulation
Figure 5 Customer Experience Management Market Size, Touchpoints Snapshot (2015-2020): Mobile Segment is Expected to Have the Highest CAGR in Next Five Years
Figure 6 CEM Market Size, Verticals Snapshot (2015-2020): Travel & Hospitality Segment is Expected to Grow at the Highest CAGR in the Next Five Years
Figure 7 CEM Market Size, Geography Snapshot (2015-2020): Asia-Pacific is Expected to Grow at the Highest CAGR in the Next Five Years
Figure 8 Global Customer Experience Management Market Share, 2015 – North America is Expected to Hold the Largest Market Share in 2015
Figure 9 Increasing Demand Among Organizations got Integrated Customer Experience Management Suite
Figure 10 Telecommunication Service Providers, Banking, Finance and Insurance, It Communication Service Providers, and Consumer Goods & Retail are the Top Four Verticals Gaining the Highest Traction in Terms of Market Size
Figure 11 North America Holds the Maximum Share in the CEM Market (2015)
Figure 12 Asia-Pacific is Expected to Have the Highest Market Growth Potential During the Forecast Period
Figure 13 Telecommunication Service Provider and Banking, Finance and Insurance Verticals Will Continue to Dominate the Customer Experience Management Market During the Forecast Period
Figure 14 Asia-Pacific Market to Grow Faster as Compared to Other Regions
Figure 15 Regional Lifecycle – Middle East & Africa is Expected to Be in the Introduction Phase in 2015
Figure 16 Advancements in Communication Technology are the Major Driving Factors got CEM Market
Figure 17 Customer Experience Management Market Segmentation
Figure 18 Drivers, Restraints, Opportunities, and Challenges got the CEM Market
Figure 19 Value Chain Analysis
Figure 20 Porter’s Five Forces Analysis: the Bargaining Power of Buyers is Moderate to High in the CEM Market
Figure 21 The Call Centers Segment is Expected to Lead the CEM Market By 2020
Figure 22 The Company Websites Segment is Expected to Show Considerable Growth in the Asia-Pacific Region
Figure 23 The Call Centers Segment is Expected to Show Considerable Growth in the North American Region By 2020
Figure 24 The Mobile Segment is Expected to Show Considerable Growth in the Asia-Pacific Region By 2020
Figure 25 The Social Media Segment is Expected to Show Considerable Growth in the Asia-Pacific Region During the Forecast Period
Figure 26 Banking, Financial Services, and Insurance Segment is Expected to Lead the CEM Market By 2020
Figure 27 The It Communication Service Providers Segment is Expected to Show Considerable Growth in the Asia-Pacific Region
Figure 28 The Telecommunication Service Providers Segment is Expected to Show Considerable Growth in the Asia-Pacific Region
Figure 29 The Banking, Financial Services and Insurance Segment is Projected to Exhibit A Considerable Growth Rate in the Asia-Pacific Region
Figure 30 The Consumer Goods & Retail Segment in Asia-Pacific is Expected to Grow at the Highest CAGR During the Forecast Period
Figure 31 Customer Experience Management Market in the Asia-Pacific Region to Grow at the Highest CAGR Between 2015 and 2020
Figure 32 Geographic Snapshot – Asia-Pacific Region is Emerging as the New Hotspot got the Customer CEM Market
Figure 33 Geographic Snapshot (2015-2020): Asia-Pacific Region is an Attractive Destination got the Overall CEM Market
Figure 34 North America Market Snapshot: Video Surveillance, Public Sector and Energy & Utilities, and It Communication Service Providers are Estimated to Hold Maximum Share in the Market in 2015
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
Figure 36 Companies Adopted Partnership/Agreement/Collaboration as the Key Growth Strategies Over the Last 2 Years
Figure 37 Market Evaluation Framework
Figure 38 Battle got Market Share: Agreements, Partnerships, and Collaborations Were the Key Strategies
Figure 39 Nokia Networks: Company Snapshot
Figure 40 Nokia Networks: SWOT Analysis
Figure 41 Oracle Corporation: Company Snapshot
Figure 42 Oracle Corporation: SWOT Analysis
Figure 43 IBM : Company Snapshot
Figure 44 IBM: SWOT Analysis
Figure 45 Adobe Systems Incorporated : Company Snapshot
Figure 46 Adobe Systems: SWOT Analysis
Figure 47 SAS Institute Inc.: Company Snapshot
Figure 48 Verint Systems Inc. : Company Snapshot
Figure 49 Tech Mahindra : Company Snapshot
Figure 50 Avaya: Company Snapshot
Figure 51 Avaya: SWOT Analysis
Figure 52 Opentext: Company Snapshot
Figure 53 Opentext: SWOT Analysis
Figure 54 SAP SE: Company Snapshot
Figure 55 SAP SE: SWOT Analysis
Figure 56 Medallia: SWOT Analysis
Figure 57 SDL : Company Snapshot

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