TABLE OF CONTENTS
1 INTRODUCTION 13
1.1 OBJECTIVES OF THE STUDY 13
1.2 MARKET DEFINITION 13
1.3 MARKET SCOPE 14
1.3.1 MARKET SEGMENTATION 14
1.3.2 YEARS CONSIDERED FOR THE STUDY 15
1.4 CURRENCY 15
1.5 STAKEHOLDERS 15
2 RESEARCH METHODOLOGY 16
2.1 RESEARCH DATA 16
2.1.1 SECONDARY DATA 17
2.1.2 PRIMARY DATA 17
2.1.2.1 Breakdown of primaries 17
2.1.2.2 Key industry insights 18
2.2 MARKET SIZE ESTIMATION 19
2.3 RESEARCH ASSUMPTIONS 21
2.4 LIMITATIONS 22
3 EXECUTIVE SUMMARY 23
4 PREMIUM INSIGHTS 26
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 26
4.2 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 27
4.3 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT 28
4.4 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 28
5 MARKET OVERVIEW 29
5.1 INTRODUCTION 29
5.2 EVOLUTION 29
5.3 MARKET DYNAMICS 31
5.3.1 DRIVERS 32
5.3.1.1 Need for effective customer accessibility throughout the customer journey 32
5.3.1.2 Increasing adoption of customer experience management solutions to reduce customer churn rate 32
5.3.1.3 Rising need for competitive differentiation 32
5.3.1.4 Increasing usage of e-commerce and m-commerce platforms 33
5.3.2 RESTRAINTS 33
5.3.2.1 Data synchronization between customer experience management solutions and other technologies 33
5.3.2.2 Personalized expectations of customers 33
5.3.3 OPPORTUNITIES 34
5.3.3.1 Major focus on virtual touchpoints 34
5.3.3.2 Integral part of the digital market 34
5.3.3.3 Rise in demand for employee engagement solutions 34
5.3.4 CHALLENGES 35
5.3.4.1 Choosing the proper mix of technology and personnel 35
5.4 CASE STUDIES 35
5.4.1 CASE STUDY #1: ICICI BANK TRANSFORMS ITS CUSTOMER EXPERIENCE WITH GENESYS 35
5.4.2 CASE STUDY #2: SAFARICOM USES NOKIA CUSTOMER EXPERIENCE MANAGEMENT ON DEMAND 36
5.4.3 CASE STUDY #3: SCHWAN’S COMPANY USES ORACLE CROSS-CHANNEL MARKETING 36
6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT 37
6.1 INTRODUCTION 38
6.2 COMPANY WEBSITE 39
6.3 BRANCH/STORE 40
6.4 WEB 42
6.5 CALL CENTER 43
6.6 MOBILE 44
6.7 SOCIAL MEDIA 46
6.8 EMAIL 47
6.9 OTHERS 49
7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 50
7.1 INTRODUCTION 51
7.2 IT COMMUNICATION SERVICE PROVIDERS 52
7.3 TELECOMMUNICATION SERVICE PROVIDERS 52
7.4 PUBLIC SECTOR, ENERGY & UTILITIES 53
7.5 BANKING, FINANCIAL SERVICES & INSURANCE 54
7.6 HEALTHCARE 54
7.7 AUTOMOTIVE & TRANSPORTATION 55
7.8 CONSUMER GOODS & RETAIL 56
7.9 MEDIA & ENTERTAINMENT 56
7.10 TRAVEL & HOSPITALITY 57
7.11 MANUFACTURING 58
7.12 OTHERS 59
8 REGIONAL ANALYSIS 60
8.1 INTRODUCTION 61
8.2 NORTH AMERICA 63
8.3 EUROPE 71
8.4 ASIA PACIFIC 73
8.5 MIDDLE EAST & AFRICA 81
8.6 LATIN AMERICA 83
9 COMPETITIVE LANDSCAPE 85
9.1 OVERVIEW 85
9.2 COMPETITIVE SITUATIONS AND TRENDS 86
9.2.1 NEW PRODUCT LAUNCHES 87
9.2.2 EXPANSIONS 89
9.2.3 MERGERS & ACQUISITIONS 90
9.2.4 AGREEMENTS, PARTNERSHIPS, CONTRACTS, COLLABORATIONS 94
9.3 MARKET RANKING, BY KEY PLAYER 104
10 COMPANY PROFILES 105
(Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View)*
10.1 ADOBE SYSTEMS 105
10.2 ORACLE 110
10.3 IBM 114
10.4 AVAYA 118
10.5 NICE SYSTEMS 121
10.6 NOKIA 125
10.7 OPENTEXT 128
10.8 TECH MAHINDRA 132
10.9 VERINT SYSTEMS 134
10.10 MARITZCX 137
10.11 MEDALLIA 140
10.12 QUALTRICS 143
10.13 INMOMENT 146
10.14 KEY INNOVATORS 148
*Details on Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
11 APPENDIX 150
11.1 INDUSTRY EXPERTS 150
11.2 DISCUSSION GUIDE 151
11.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 154
11.4 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE 156
11.5 AVAILABLE CUSTOMIZATIONS 158
11.6 RELATED REPORTS 158
11.7 AUTHOR DETAILS 159
TABLE 1 USD EXCHANGE RATE, 2014 - 2016 15
TABLE 2 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT,
2015–2022 (USD MILLION) 38
TABLE 3 COMPANY WEBSITE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 39
TABLE 4 COMPANY WEBSITE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2022 (USD MILLION) 40
TABLE 5 BRANCH/STORE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 41
TABLE 6 BRANCH/STORE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2022 (USD MILLION) 41
TABLE 7 WEB: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 42
TABLE 8 WEB: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL,
2015–2022 (USD MILLION) 42
TABLE 9 CALL CENTER: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 43
TABLE 10 CALL CENTER: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2022 (USD MILLION) 44
TABLE 11 MOBILE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 45
TABLE 12 MOBILE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION) 45
TABLE 13 SOCIAL MEDIA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 46
TABLE 14 SOCIAL MEDIA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2022 (USD MILLION) 47
TABLE 15 EMAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 48
TABLE 16 EMAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION) 48
TABLE 17 OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 49
TABLE 18 OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION) 49
TABLE 19 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL,
2015–2022 (USD MILLION) 51
TABLE 20 IT COMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 52
TABLE 21 TELECOMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 53
TABLE 22 PUBLIC SECTOR, ENERGY & UTILITIES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 53
TABLE 23 BANKING, FINANCIAL SERVICES & INSURANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 54
TABLE 24 HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 55
TABLE 25 AUTOMOTIVE & TRANSPORTATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 55
TABLE 26 CONSUMER GOODS & RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–20221 (USD MILLION) 56
TABLE 27 MEDIA & ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET
SIZE, BY REGION, 2015–2022 (USD MILLION) 57
TABLE 28 TRAVEL & HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 57
TABLE 29 MANUFACTURING: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 58
TABLE 30 OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 59
TABLE 31 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION,
2015–2022 (USD MILLION) 61
TABLE 32 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY TOUCHPOINT, 2015–2022 (USD MILLION) 65
TABLE 33 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015–2022 (USD MILLION) 65
TABLE 34 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2015–2022 (USD MILLION) 66
TABLE 35 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2015–2022 (USD MILLION) 66
TABLE 36 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR PUBLIC SECTOR, ENERGY & UTILITIES, BY TOUCHPOINT, 2015–2022 (USD MILLION) 67
TABLE 37 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR BANKING, FINANCIAL SERVICES & INSURANCE, BY TOUCHPOINT, 2015–2022 (USD MILLION) 67
TABLE 38 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR HEALTHCARE, BY TOUCHPOINT, 2015–2022 (USD MILLION) 68
TABLE 39 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2015–2022 (USD MILLION) 68
TABLE 40 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2015–2022 (USD MILLION) 69
TABLE 41 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2015–2022(USD MILLION) 69
TABLE 42 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2015–2022 (USD MILLION) 70
TABLE 43 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MANUFACTURING, BY TOUCHPOINT, 2015–2022 (USD MILLION) 70
TABLE 44 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR OTHER VERTICALS, BY TOUCHPOINT, 2015–2022 (USD MILLION) 71
TABLE 45 EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015–2022 (USD MILLION) 72
TABLE 46 EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL,
2015–2022 (USD MILLION) 73
TABLE 47 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015–2022 (USD MILLION) 75
TABLE 48 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015–2022 (USD MILLION) 75
TABLE 49 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2015–2022 (USD MILLION) 76
TABLE 50 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2015–2022 (USD MILLION) 76
TABLE 51 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR PUBLIC SECTOR, ENERGY & UTILITIES, BY TOUCHPOINT, 2015–2022 (USD MILLION) 77
TABLE 52 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR BANKING, FINANCIAL SERVICES & INSURANCE, BY TOUCHPOINT, 2015–2022 (USD MILLION) 77
TABLE 53 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR HEALTHCARE, BY TOUCHPOINT, 2015–2022 (USD MILLION) 78
TABLE 54 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2015–2022 (USD MILLION) 78
TABLE 55 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2015–2022 (USD MILLION) 79
TABLE 56 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2015–2022 (USD MILLION) 79
TABLE 57 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2015–2022 (USD MILLION) 80
TABLE 58 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MANUFACTURING, BY TOUCHPOINT, 2015–2022 (USD MILLION) 80
TABLE 59 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR OTHERS,
BY TOUCHPOINT, 2015–2022 (USD MILLION) 81
TABLE 60 MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY TOUCHPOINT, 2015–2022 (USD MILLION) 82
TABLE 61 MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY VERTICAL, 2015–2022 (USD MILLION) 82
TABLE 62 LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY TOUCHPOINT, 2015–2022 (USD MILLION) 83
TABLE 63 LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY VERTICAL, 2015–2022 (USD MILLION) 84
TABLE 64 NEW PRODUCT LAUNCHES, 2014–2017 87
TABLE 65 EXPANSIONS, 2016–2017 89
TABLE 66 MERGERS & ACQUISITIONS, 2014–2017 90
TABLE 67 AGREEMENTS, PARTNERSHIPS, CONTRACTS, COLLABORATIONS, 2014–2017 94
TABLE 68 MARKET RANKING OF KEY PLAYERS, 2017 104
LIST OF FIGURES
FIGURE 1 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN 16
FIGURE 2 DATA TRIANGULATION 19
FIGURE 3 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 20
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 20
FIGURE 5 ASSUMPTION 21
FIGURE 6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT
(2017 VS. 2022) 24
FIGURE 7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL
(2017 VS. 2022) 24
FIGURE 8 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION
(2017 VS. 2022) 25
FIGURE 9 GROWING NEED AMONG COMMUNICATION SERVICE PROVIDERS TO INCREASE REVENUE GENERATION IS EXPECTED TO FUEL THE GROWTH OF THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 26
FIGURE 10 IN NORTH AMERICA, TRAVEL & HOSPITALITY SEGMENT OF THE CUSTOMER EXPERIENCE MANAGEMENT MARKET IS PROJECTED TO GROW AT THE HIGHEST CAGR FROM 2017 TO 2022 27
FIGURE 11 IN EUROPE, MOBILE SEGMENT OF THE CUSTOMER EXPERIENCE MANAGEMENT MARKET IS PROJECTED TO GROW AT THE HIGHEST CAGR FROM 2017 TO 2022 28
FIGURE 12 THE MARKET IN ASIA PACIFIC IS PROJECTED TO GROW AT THE HIGHEST CAGR FROM 2017 TO 2022 28
FIGURE 13 ADVANCEMENTS IN COMMUNICATION TECHNOLOGY TO BE THE MAJOR DRIVING FACTOR FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 30
FIGURE 14 CUSTOMER EXPERIENCE MANAGEMENT MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 31
FIGURE 15 CALL CENTER SEGMENT ESTIMATED TO ACCOUNT FOR MAJOR SHARE IN
THE CUSTOMER EXPERIENCE MANAGEMENT MARKET IN 2017 38
FIGURE 16 TRAVEL & HOSPITALITY SEGMENT IS PROJECTED TO GROW AT A HIGHER
CAGR DURING THE FORECAST PERIOD 51
FIGURE 17 NORTH AMERICA ESTIMATED TO BE THE LARGEST MARKET FOR CUSTOMER EXPERIENCE MANAGEMENT IN 2017 62
FIGURE 18 CUSTOMER EXPERIENCE MANAGEMENT MARKET IN THE ASIA PACIFIC PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 62
FIGURE 19 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SNAPSHOT 64
FIGURE 20 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET SNAPSHOT 74
FIGURE 21 COMPANIES ADOPTED NEW PRODUCT LAUNCHES AND PARTNERSHIPS, AGREEMENTS, CONTRACTS, & COLLABORATIONS AS THE KEY GROWTH STRATEGIES TILL 2017 85
FIGURE 22 MARKET EVALUATION FRAMEWORK 86
FIGURE 23 ADOBE SYSTEMS: COMPANY SNAPSHOT 105
FIGURE 24 ORACLE: COMPANY SNAPSHOT 110
FIGURE 25 IBM: COMPANY SNAPSHOT 114
FIGURE 26 AVAYA: COMPANY SNAPSHOT 118
FIGURE 27 NICE SYSTEMS: COMPANY SNAPSHOT 121
FIGURE 28 NOKIA: COMPANY SNAPSHOT 125
FIGURE 29 OPENTEXT: COMPANY SNAPSHOT 128
FIGURE 30 TECH MAHINDRA: COMPANY SNAPSHOT 132
FIGURE 31 VERINT: COMPANY SNAPSHOT 134
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