Customer Experience Management Market by Component (Solutions, Services) Touchpoint, Deployment Type, Organization Size, Vertical (IT and Telecom, BFSI, Retail, Healthcare, Media and Entertainment), and Region - Global Forecast to 2025

顧客体験管理(CXM)の世界市場予測:コンポーネント別(ソリューション、サービス)、タッチポイント別、展開種類別、組織規模別、産業別(IT・テレコム、金融、小売、医療、媒体・娯楽)、地域別

◆タイトル:Customer Experience Management Market by Component (Solutions, Services) Touchpoint, Deployment Type, Organization Size, Vertical (IT and Telecom, BFSI, Retail, Healthcare, Media and Entertainment), and Region - Global Forecast to 2025
◆商品コード:TC 2625
◆調査・発行会社:MarketsandMarkets
◆発行日:2020年7月24日
◆ページ数:238
◆レポート形式:PDF / 英語
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◆産業分野:通信/IT
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【レポートの概要】

MarketsandMarkets社は顧客体験管理(CXM)の世界市場が2020年85億ドルから2025年149億ドルまで、年平均11.8%成長すると予想しています。本調査レポートでは、顧客体験管理(CXM)の世界市場について、イントロダクション、調査手法、エグゼクティブサマリー、プレミアムインサイト、市場概要・産業動向、コンポーネント別(ソリューション、サービス)分析、タッチポイント別(ウェブサイト、店舗、コールセンター、モバイルアプリ、ソーシャルメディア)分析、展開種類別(オンプレミス、クラウド)分析、組織規模別(大企業、中小企業)分析、産業別(IT・通信、金融、小売、医療、自動車、旅行・ホスピタリティ)分析、地域別分析、競争状況、企業情報などを総合的、多面的に調査・分析しました。
・イントロダクション
・調査手法
・エグゼクティブサマリー
・プレミアムインサイト
・市場概要・産業動向
・顧客体験管理(CXM)の世界市場規模:コンポーネント別(ソリューション、サービス)
・顧客体験管理(CXM)の世界市場規模:タッチポイント別(ウェブサイト、店舗、コールセンター、モバイルアプリ、ソーシャルメディア)
・顧客体験管理(CXM)の世界市場規模:展開種類別(オンプレミス、クラウド)
・顧客体験管理(CXM)の世界市場規模:組織規模別(大企業、中小企業)
・顧客体験管理(CXM)の世界市場規模:産業別(IT・通信、金融、小売、医療、自動車、旅行・ホスピタリティ)
・顧客体験管理(CXM)の世界市場規模:地域別
・競争状況
・企業情報

“Increasing necessity to improve customer engagement and reduce customer churn rate due to growing competition to drive the market for customer experience management.”
The customer experience management market is projected to grow from USD 8.5 billion in 2020 to USD 14.9 billion by 2025, at a CAGR of 11.8% from 2020 to 2025.The increasing need for improving customer engagement and reducing customer churn rates due to growing competition has led organizations to deploy advanced customer experience solutions. However, Difficulty in getting consistent CX feedback through all channels, and data security and privacy concerns are considered to pose challenges to the growth of the customer experience management market.

“By component, the solutions segment to account for alargermarket share during the forecast period.”
Based on component, the solutions segment is expected to hold a larger market share than the services segment during the forecast period. Organizations are deploying customer experience management solutions to empower customers with highly connected personalized experiences across a wide range of websites, stores, call centers, mobile apps, social media, emails, virtual assistants, and other touchpoints. Customer queries are also expected to be resolved through automatic response processes, through solutions wherein the customers receive real-time feedback of the queries.

“By services, the managed services segment to account for a larger market share during the forecast period.”
Based on services, the managed services segment is expected to hold a larger market size than the professional services segment during the forecast period due to the growing demand for the management of customer experience management operations on-premises as well as on the cloud. The prime responsibility of the managed service providers is to improve the efficiency of inbound and outbound operations cost-effectively for enterprises.

“Among regions, APAC to grow at the highest CAGR during the forecast period.”
The market in APAC is projected to grow at the highest CAGR during the forecast period, due to widespread adoption of emerging technologies, such as cloud computing, AI, and analytics. The presence of growing economies such as China and India which are rapidly implementing latest technologies has also contributed to the growth of the customer experience management market in the region.
In-depth interviews were conducted with chief executive officers, marketing directors, innovation and technology directors, and executives from various key organizations operating in the customer experience management market.

The breakup of the profiles of the primary participants is given below:
• By Company Type: Tier 1 – 62%, Tier 2 – 23%, and Tier 3 – 15%
• By Designation: C-Level – 38%, Director Level – 30%, Others–32%
• By Region: North America – 40%, Europe – 15%, APAC – 35%, Middle East & Africa –5%, and Latin America – 5%

The following key customer experience management vendors are profiled in the report:
• Adobe (US)
• IBM (US)
• Oracle (US)
• Avaya (US)
• Nice (Israel)
• Nokia (Finland)
• SAP (Germany )
• OpenText (Canada)
• Tech Mahindra (India)
• Verint Systems (US)
• Zendesk (US)
• SDL (UK)
• Teradata (US)
• Sprinklr (US)
• Medallia (US)
• InMoment (US)
• SAS Institute (US)
• Clarabridge (US)
• Sitecore (US)
• NGDATA (Belgium)
• Amperity (US)
• Manthan (India)
• Mixpanel (US)
• Segment.io (US)
• ZephyrTel (US)
• MindTouch (US)

Research Coverage:
Customer experience management market by component, touchpoints, deployment type, organization size, vertical, and region. A detailed analysis of the key industry players has been undertaken to provide insights into their business overviews; services; key strategies; new service launches; partnerships, agreements, and collaborations; acquisitions; and competitive landscape associated with the customer experience management market.

Reasons to Buy the Report:
The report would help the market leaders/new entrants in the following ways:
• It comprehensively segments the customer experience management market and provides the closest approximations of the revenue numbers for the overall market and its subsegments across different regions.
• It would help stakeholders understand the pulse of the market and provide information on the key market drivers, restraints, challenges, and opportunities.
• It would help stakeholders understand their competitors better and gain more insights to enhance their positions in the market. The competitive landscape section includes competitor ecosystem, new service developments, partnerships, and acquisitions.

【レポートの目次】

1 INTRODUCTION 25
1.1 INTRODUCTION TO COVID-19 25
1.2 COVID-19 HEALTH ASSESSMENT 25
FIGURE 1 COVID-19: THE GLOBAL PROPAGATION 25
FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES 26
1.3 COVID-19 ECONOMIC ASSESSMENT 27
FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT
G20 COUNTRIES IN 2020 27
1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT 28
FIGURE 4 CRITERIA IMPACTING THE GLOBAL ECONOMY 28
FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF THE GLOBAL ECONOMY 29
1.4 OBJECTIVES OF THE STUDY 30
1.5 MARKET DEFINITION 31
1.5.1 INCLUSIONS AND EXCLUSIONS 31
1.6 MARKET SCOPE 31
1.6.1 MARKET SEGMENTATION 32
1.6.2 REGIONAL SCOPE 32
1.6.3 YEARS CONSIDERED FOR THE STUDY 33
1.7 CURRENCY 33
1.8 STAKEHOLDERS 33
2 RESEARCH METHODOLOGY 34
2.1 RESEARCH DATA 34
FIGURE 6 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN 34
2.1.1 SECONDARY DATA 35
2.1.2 PRIMARY DATA 35
TABLE 1 PRIMARY INTERVIEWS 35
2.1.2.1 Breakup of primaries 36
FIGURE 7 BREAKUP OF PROFILES OF PRIMARY PARTICIPANTS: BY COMPANY TYPE, DESIGNATION, AND REGION 36
2.1.2.2 Key industry insights 36
2.2 MARKET BREAKUP AND DATA TRIANGULATION 37
2.3 MARKET SIZE ESTIMATION 37
FIGURE 8 CUSTOMER EXPERIENCE MANAGEMENT MARKET: TOP-DOWN AND
BOTTOM-UP APPROACHES 38
2.3.1 TOP-DOWN APPROACH 38
FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY (SUPPLY SIDE): REVENUE OF SOLUTIONS AND SERVICES OF THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 39

2.3.2 BOTTOM-UP APPROACH 39
2.4 MARKET FORECAST 40
TABLE 2 FACTOR ANALYSIS 40
2.5 COMPETITIVE LEADERSHIP MAPPING: RESEARCH METHODOLOGY 41
FIGURE 10 COMPETITIVE LEADERSHIP MAPPING: CRITERIA WEIGHTAGE 41
FIGURE 11 COMPETITIVE LEADERSHIP MAPPING (START-UP): CRITERIA WEIGHTAGE 41
2.6 RESEARCH ASSUMPTIONS AND LIMITATIONS 42
2.6.1 ASSUMPTIONS FOR THE STUDY 42
2.7 LIMITATIONS 43
3 EXECUTIVE SUMMARY 44
FIGURE 12 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2020-2025 45
FIGURE 13 BASED ON COMPONENT, SOLUTIONS SEGMENT ESTIMATED TO LEAD CUSTOMER EXPERIENCE MANAGEMENT MARKET DURING THE FORECAST PERIOD 45
FIGURE 14 BASED ON DEPLOYMENT TYPE, CLOUD SEGMENT ESTIMATED TO ACCOUNT FOR LARGER MARKET SHARE IN 2020, COMPARED TO
ON-PREMISES SEGMENT 46
FIGURE 15 BASED ON ORGANIZATION SIZE, LARGE ENTERPRISES SEGMENT IS ESTIMATED TO LEAD THE MARKET IN 2020 46
FIGURE 16 BASED ON VERTICAL, RETAIL SEGMENT IS ESTIMATED TO LEAD THE MARKET IN 2020 47
FIGURE 17 CUSTOMER EXPERIENCE MANAGEMENT MARKET: REGIONAL SNAPSHOT 48
4 PREMIUM INSIGHTS 49
4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 49
FIGURE 18 INCREASING USE OF CUSTOMER-RELATED SCORES BY ORGANIZATIONS TO PLAN BETTER CUSTOMER ENGAGEMENT STRATEGY LEAD TO MARKET GROWTH FROM 2020 TO 2025 49
4.2 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT AND COUNTRY 50
FIGURE 19 SOLUTIONS SEGMENT AND AUSTRALIA AND NEW ZEALAND ESTIMATED TO ACCOUNT FOR THE LARGEST MARKET SHARE IN ASIA PACIFIC IN 2020 50
4.3 CUSTOMER EXPERIENCE MANAGEMENT MARKET: MAJOR COUNTRIES 51
FIGURE 20 INDIA AND SOUTH AFRICA PROJECTED TO REGISTER HIGHEST CAGR FROM 2020 TO 2025 51
5 MARKET OVERVIEW AND INDUSTRY TRENDS 52
5.1 INTRODUCTION 52
FIGURE 21 ADVANCEMENTS IN COMMUNICATION TECHNOLOGY ARE MAJOR DRIVING FACTORS FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET 53
5.2 MARKET DYNAMICS 53
FIGURE 22 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CUSTOMER EXPERIENCE MANAGEMENT MARKET 54

5.2.1 DRIVERS 54
5.2.1.1 Need for better understanding customers increasing the demand for CEM solutions 54
5.2.1.2 Customer-related scores helping organizations to plan better customer engagement strategy 55
5.2.1.3 CEM solutions help in reducing customer churn rates 55
5.2.1.4 CEM solutions help in keeping customer engagement through omnichannel 55
5.2.2 RESTRAINTS 56
5.2.2.1 Data synchronization complexities 56
5.2.3 OPPORTUNITIES 56
5.2.3.1 Need for insights to predict customer intents 56
5.2.3.2 Information extracted from CEM solutions can be used to make optimal CX strategy 56
5.2.4 CHALLENGES 56
5.2.4.1 Difficulty in getting consistent CX feedback through all channels 56
5.2.4.2 Difficulty in synchronizing CX data collected from different touchpoints within different domains 57
5.2.4.3 Data security and privacy issues 57
5.3 COVID-19 PANDEMIC-DRIVEN MARKET DYNAMICS AND FACTOR ANALYSIS 57
5.3.1 DRIVERS AND OPPORTUNITIES 57
5.3.2 RESTRAINTS AND CHALLENGES 58
5.4 INDUSTRY TRENDS 58
5.4.1 USE CASES 58
5.4.1.1 Use case 1: ICICI Bank transforms its CX with Genesys 58
5.4.1.2 Use case 2: Safaricom uses Nokia Customer Experience Management on demand 59
5.4.1.3 Use case 3: Schwan’s Company uses Oracle Cross-Channel Marketing 59
5.4.1.4 Use case 4: OpenText and Livesite’s solutions help in delivering information according to its members’ need 60
6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT 61
6.1 INTRODUCTION 62
FIGURE 23 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD (2020-2025) 62
TABLE 3 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 62
TABLE 4 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION) 62

6.2 SOLUTIONS 63
6.2.1 SOLUTIONS: MARKET DRIVERS 63
6.2.2 SOLUTIONS: IMPACT OF COVID-19 ON THE MARKET 63
TABLE 5 SOLUTIONS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 64
TABLE 6 SOLUTIONS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 64
TABLE 7 SOLUTIONS: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 64
TABLE 8 SOLUTIONS: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 65
6.2.3 OMNI-CHANNEL 65
6.2.4 MACHINE LEARNING 65
6.2.5 ANALYTICS 65
6.2.6 WORKFORCE OPTIMIZATION 66
6.3 SERVICES 66
6.3.1 SERVICES: MARKET DRIVERS 66
6.3.2 SERVICES: IMPACT OF COVID-19 ON THE MARKET 66
FIGURE 24 MANAGED SERVICES SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD 67
TABLE 9 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE,
2015–2019 (USD MILLION) 67
TABLE 10 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE,
2019–2025 (USD MILLION) 67
TABLE 11 SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 68
TABLE 12 SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 68
TABLE 13 SERVICES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 68
TABLE 14 SERVICES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 69
6.3.3 PROFESSIONAL SERVICES 69
FIGURE 25 SUPPORT AND MAINTENANCE SEGMENT TO REGISTER HIGHEST CAGR DURING THE FORECAST PERIOD 69
TABLE 15 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 70
TABLE 16 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION) 70
TABLE 17 PROFESSIONAL SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 70
TABLE 18 PROFESSIONAL SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 71
TABLE 19 PROFESSIONAL SERVICES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 71
TABLE 20 PROFESSIONAL SERVICES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 71
6.3.3.1 Deployment and Integration 72
TABLE 21 DEPLOYMENT AND INTEGRATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 72
TABLE 22 DEPLOYMENT AND INTEGRATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 72
TABLE 23 DEPLOYMENT AND INTEGRATION: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 73
TABLE 24 DEPLOYMENT AND INTEGRATION: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 73
6.3.3.2 Support and Maintenance 73
TABLE 25 SUPPORT AND MAINTENANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 73
TABLE 26 SUPPORT AND MAINTENANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 74
TABLE 27 SUPPORT AND MAINTENANCE: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 74
TABLE 28 SUPPORT AND MAINTENANCE: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 74
6.3.3.3 Consulting and Training 75
TABLE 29 CONSULTING AND TRAINING: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 75
TABLE 30 CONSULTING AND TRAINING: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 76
TABLE 31 CONSULTING AND TRAINING: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 76
TABLE 32 CONSULTING AND TRAINING: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 76
6.3.4 MANAGED SERVICES 77
TABLE 33 MANAGED SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 77
TABLE 34 MANAGED SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 77
TABLE 35 MANAGED SERVICES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 78
TABLE 36 MANAGED SERVICES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 78
7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT 79
7.1 INTRODUCTION 79
7.2 WEBSITE 79
7.3 STORE 79
7.4 CALL CENTER 80
7.5 MOBILE APP 80
7.6 SOCIAL MEDIA 80
7.7 EMAIL 80
7.8 VIRTUAL ASSISTANT 81
7.9 OTHERS 81
8 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE 82
8.1 INTRODUCTION 83
FIGURE 26 CLOUD SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE DURING THE FORECAST PERIOD 83
TABLE 37 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION) 83
TABLE 38 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION) 84
8.2 ON-PREMISES 84
8.2.1 ON-PREMISES: MARKET DRIVERS 84
8.2.2 ON-PREMISES: IMPACT OF COVID-19 ON THE MARKET 84
TABLE 39 ON-PREMISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2 015–2019 (USD MILLION) 85
TABLE 40 ON-PREMISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 85
TABLE 41 ON-PREMISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 85
TABLE 42 ON-PREMISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 86
8.3 CLOUD 86
8.3.1 CLOUD: MARKET DRIVERS 86
8.3.2 CLOUD: IMPACT OF COVID-19 ON THE MARKET 86
TABLE 43 CLOUD: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 87
TABLE 44 CLOUD: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 87
TABLE 45 CLOUD: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 87
TABLE 46 CLOUD: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 88
9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY ORGANIZATION SIZE 89
9.1 INTRODUCTION 90
FIGURE 27 LARGE ENTERPRISES SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE DURING THE FORECAST PERIOD 90
TABLE 47 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 90
TABLE 48 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION) 90
9.2 LARGE ENTERPRISES 91
9.2.1 LARGE ENTERPRISES: MARKET DRIVERS 91
9.2.2 LARGE ENTERPRISES: IMPACT OF COVID-19 ON THE MARKET 91
TABLE 49 LARGE ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 91
TABLE 50 LARGE ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 92
TABLE 51 LARGE ENTERPRISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 92
TABLE 52 LARGE ENTERPRISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 92
9.3 SMALL AND MEDIUM-SIZED ENTERPRISES 93
9.3.1 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET DRIVERS 93
9.3.2 SMALL AND MEDIUM-SIZED ENTERPRISES: IMPACT OF COVID-19 ON THE MARKET 93
TABLE 53 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 93
TABLE 54 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 94
TABLE 55 SMALL AND MEDIUM-SIZED ENTERPRISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY,
2015–2019 (USD MILLION) 94
TABLE 56 SMALL AND MEDIUM-SIZED ENTERPRISES: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION,
2019–2025 (USD MILLION) 94
10 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 95
10.1 INTRODUCTION 96
FIGURE 28 HEALTHCARE SEGMENT PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 96
TABLE 57 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL,
2015–2019 (USD MILLION) 97
TABLE 58 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL,
2019–2025 (USD MILLION) 97
10.2 IT AND TELECOM 98
10.2.1 IT AND TELECOM: MARKET DRIVERS 98
10.2.2 IT AND TELECOM: IMPACT OF COVID-19 ON THE MARKET 98
TABLE 59 IT AND TELECOM: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 98
TABLE 60 IT AND TELECOM: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 99
TABLE 61 IT AND TELECOM: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 99
TABLE 62 IT AND TELECOM: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 99
10.3 BFSI 100
10.3.1 BFSI: MARKET DRIVERS 100
10.3.2 BFSI: IMPACT OF COVID-19 ON THE MARKET 100
TABLE 63 BFSI: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 100
TABLE 64 BFSI: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 101
TABLE 65 BFSI: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 101
TABLE 66 BFSI: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 101
10.4 RETAIL 102
10.4.1 RETAIL: MARKET DRIVERS 102
10.4.2 RETAIL: IMPACT OF COVID-19 ON THE MARKET 102
TABLE 67 RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 102
TABLE 68 RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 103
TABLE 69 RETAIL: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 103
TABLE 70 RETAIL: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 103
10.5 HEALTHCARE 104
10.5.1 HEALTHCARE: MARKET DRIVERS 104
10.5.2 HEALTHCARE: IMPACT OF COVID-19 ON THE MARKET 104
TABLE 71 HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 104
TABLE 72 HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 104
TABLE 73 HEALTHCARE: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 105
TABLE 74 HEALTHCARE: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 105
10.6 AUTOMOTIVE 105
10.6.1 AUTOMOTIVE: MARKET DRIVERS 105
10.6.2 AUTOMOTIVE: IMPACT OF COVID-19 ON THE MARKET 106
TABLE 75 AUTOMOTIVE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 106
TABLE 76 AUTOMOTIVE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 106
TABLE 77 AUTOMOTIVE: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 107
TABLE 78 AUTOMOTIVE: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 107
10.7 TRAVEL AND HOSPITALITY 107
10.7.1 TRAVEL AND HOSPITALITY: MARKET DRIVERS 108
10.7.2 TRAVEL AND HOSPITALITY: IMPACT OF COVID-19 ON THE MARKET 108
TABLE 79 TRAVEL AND HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 108
TABLE 80 TRAVEL AND HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 108
TABLE 81 TRAVEL AND HOSPITALITY: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 109
TABLE 82 TRAVEL AND HOSPITALITY: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 109

10.8 MEDIA AND ENTERTAINMENT 109
10.8.1 MEDIA AND ENTERTAINMENT: MARKET DRIVERS 109
10.8.2 MEDIA AND ENTERTAINMENT: IMPACT OF COVID-19 ON THE MARKET 110
TABLE 83 MEDIA AND ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 110
TABLE 84 MEDIA AND ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 110
TABLE 85 MEDIA AND ENTERTAINMENT: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 111
TABLE 86 MEDIA AND ENTERTAINMENT: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 111
10.9 PUBLIC SECTOR 111
10.9.1 PUBLIC SECTOR: MARKET DRIVERS 111
10.9.2 PUBLIC SECTOR: IMPACT OF COVID-19 ON THE MARKET 111
TABLE 87 PUBLIC SECTOR: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 112
TABLE 88 PUBLIC SECTOR: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 112
TABLE 89 PUBLIC SECTOR: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 112
TABLE 90 PUBLIC SECTOR: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 113
10.10 OTHERS 113
TABLE 91 OTHER VERTICALS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 113
TABLE 92 OTHER VERTICALS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 114
TABLE 93 OTHER VERTICALS: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 114
TABLE 94 OTHER VERTICALS: NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 114
11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 115
11.1 INTRODUCTION 116
FIGURE 29 NORTH AMERICA ESTIMATED TO HOLD THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD 116
TABLE 95 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 116
TABLE 96 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 117
FIGURE 30 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 117
11.2 NORTH AMERICA 118
11.2.1 NORTH AMERICA: MARKET DRIVERS 118
11.2.2 NORTH AMERICA: IMPACT OF COVID-19 ON THE MARKET 118
FIGURE 31 NORTH AMERICA: MARKET SNAPSHOT 119
TABLE 97 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION) 119
TABLE 98 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2019–2025 (USD MILLION) 120
TABLE 99 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY SERVICE, 2015–2019 (USD MILLION) 120
TABLE 100 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY SERVICE, 2019–2025 (USD MILLION) 120
TABLE 101 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 121
TABLE 102 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION) 121
TABLE 103 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION) 121
TABLE 104 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION) 122
TABLE 105 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 122
TABLE 106 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2019–2025 (USD MILLION) 122
TABLE 107 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2019 (USD MILLION) 123
TABLE 108 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2019–2025 (USD MILLION) 123
TABLE 109 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COUNTRY, 2015–2019 (USD MILLION) 124
TABLE 110 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COUNTRY, 2019–2025 (USD MILLION) 124

11.2.3 US 124
TABLE 111 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 124
TABLE 112 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION) 125
TABLE 113 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION) 125
TABLE 114 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION) 125
TABLE 115 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 126
TABLE 116 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION) 126
TABLE 117 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION) 126
TABLE 118 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION) 127
TABLE 119 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 127
TABLE 120 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2019–2025 (USD MILLION) 127
TABLE 121 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION) 128
TABLE 122 US: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION) 128
11.2.4 CANADA 129
TABLE 123 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION) 129
TABLE 124 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2019–2025 (USD MILLION) 129
TABLE 125 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY SERVICE, 2015–2019 (USD MILLION) 129
TABLE 126 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY SERVICE, 2019–2025 (USD MILLION) 130
TABLE 127 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 130
TABLE 128 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION) 130
TABLE 129 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION) 131
TABLE 130 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION) 131
TABLE 131 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 131
TABLE 132 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2019–2025 (USD MILLION) 131
TABLE 133 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2019 (USD MILLION) 132
TABLE 134 CANADA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2019–2025 (USD MILLION) 132
11.3 EUROPE 133
11.3.1 EUROPE: MARKET DRIVERS 133
11.3.2 EUROPE: IMPACT OF COVID-19 ON THE MARKET 133
TABLE 135 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION) 134
TABLE 136 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2019–2025 (USD MILLION) 134
TABLE 137 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION) 134
TABLE 138 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION) 134
TABLE 139 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 135
TABLE 140 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION) 135
TABLE 141 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION) 135
TABLE 142 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION) 136
TABLE 143 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 136
TABLE 144 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2019–2025 (USD MILLION) 136
TABLE 145 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2019 (USD MILLION) 137
TABLE 146 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2019–2025 (USD MILLION) 137
TABLE 147 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COUNTRY, 2015–2019 (USD MILLION) 138
TABLE 148 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COUNTRY, 2019–2025 (USD MILLION) 138
11.3.3 UK 138
11.3.4 GERMANY 139
11.3.5 FRANCE 139
11.3.6 REST OF EUROPE 139
11.4 ASIA PACIFIC 139
11.4.1 ASIA PACIFIC: MARKET DRIVERS 140
11.4.2 ASIA PACIFIC: IMPACT OF COVID-19 ON THE MARKET 140
FIGURE 32 ASIA PACIFIC: MARKET SNAPSHOT 140
TABLE 149 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION) 141
TABLE 150 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2019–2025 (USD MILLION) 141
TABLE 151 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY SERVICE, 2015–2019 (USD MILLION) 141
TABLE 152 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY SERVICE, 2019–2025 (USD MILLION) 141
TABLE 153 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 142
TABLE 154 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION) 142
TABLE 155 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION) 142
TABLE 156 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION) 143
TABLE 157 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 143
TABLE 158 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2019–2025 (USD MILLION) 143
TABLE 159 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2019 (USD MILLION) 144
TABLE 160 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2019–2025 (USD MILLION) 144
TABLE 161 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COUNTRY, 2015–2019 (USD MILLION) 145
TABLE 162 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COUNTRY, 2019–2025 (USD MILLION) 145
11.4.3 AUSTRALIA & NEW ZEALAND 145
11.4.4 INDIA 146
11.4.5 CHINA 146
11.4.6 REST OF ASIA PACIFIC 146
11.5 MIDDLE EAST & AFRICA 146
11.5.1 MIDDLE EAST & AFRICA: MARKET DRIVERS 147
11.5.2 MIDDLE EAST & AFRICA: IMPACT OF COVID-19 ON THE MARKET 147
TABLE 163 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 147
TABLE 164 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION) 147
TABLE 165 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION) 148
TABLE 166 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION) 148
TABLE 167 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 148
TABLE 168 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION) 149
TABLE 169 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION) 149
TABLE 170 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION) 149
TABLE 171 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 150
TABLE 172 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION) 150
TABLE 173 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION) 150
TABLE 174 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION) 151
TABLE 175 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 151
TABLE 176 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 152
11.5.3 UAE 152
11.5.4 SAUDI ARABIA 152
11.5.5 SOUTH AFRICA 152
11.5.6 REST OF MIDDLE EAST & AFRICA 153
11.6 LATIN AMERICA 153
11.6.1 LATIN AMERICA: MARKET DRIVERS 153
11.6.2 LATIN AMERICA: IMPACT OF COVID-19 ON THE MARKET 153
TABLE 177 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION) 153
TABLE 178 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COMPONENT, 2019–2025 (USD MILLION) 154
TABLE 179 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY SERVICE, 2015–2019 (USD MILLION) 154
TABLE 180 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY SERVICE, 2019–2025 (USD MILLION) 154
TABLE 181 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 155
TABLE 182 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION) 155
TABLE 183 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY DEPLOYMENT TYPE, 2015–2019 (USD MILLION) 155
TABLE 184 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY DEPLOYMENT TYPE, 2019–2025 (USD MILLION) 156
TABLE 185 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 156
TABLE 186 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY ORGANIZATION SIZE, 2019–2025 (USD MILLION) 156
TABLE 187 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2019 (USD MILLION) 157
TABLE 188 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2019–2025 (USD MILLION) 157
TABLE 189 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COUNTRY, 2015–2019 (USD MILLION) 158
TABLE 190 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY COUNTRY, 2019–2025 (USD MILLION) 158
11.6.3 BRAZIL 158
11.6.4 MEXICO 158
11.6.5 REST OF LATIN AMERICA 159
12 COMPETITIVE LANDSCAPE 160
12.1 COMPETITIVE LEADERSHIP MAPPING 160
12.1.1 VISIONARY LEADERS 160
12.1.2 INNOVATORS 160
12.1.3 DYNAMIC DIFFERENTIATORS 160
12.1.4 EMERGING COMPANIES 160
FIGURE 33 CUSTOMER EXPERIENCE MANAGEMENT MARKET (GLOBAL) COMPETITIVE LEADERSHIP MAPPING 161
12.2 STRENGTH OF PRODUCT PORTFOLIO 162
FIGURE 34 PRODUCT OFFERING ANALYSIS OF THE TOP PLAYERS IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 162
12.3 BUSINESS STRATEGY EXCELLENCE 163
FIGURE 35 BUSINESS STRATEGY EXCELLENCE OF THE TOP PLAYERS IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 163
12.4 COMPETITIVE LEADERSHIP MAPPING (START-UP/SMES) 164
12.4.1 PROGRESSIVE COMPANIES 164
12.4.2 STARTING BLOCKS 164
12.4.3 RESPONSIVE COMPANIES 164
12.4.4 DYNAMIC COMPANIES 164
FIGURE 36 CUSTOMER EXPERIENCE MANAGEMENT MARKET, COMPETITIVE LEADERSHIP MAPPING, START-UP COMPANIES, 2020 165
12.5 MARKET RANKING FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2020 166
FIGURE 37 MARKET RANKING, 2020 166
13 COMPANY PROFILES 167
(Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
13.1 ADOBE 167
FIGURE 38 ADOBE: COMPANY SNAPSHOT 168
FIGURE 39 ADOBE: SWOT ANALYSIS 170
13.2 IBM 172
FIGURE 40 IBM: COMPANY SNAPSHOT 173
FIGURE 41 IBM: SWOT ANALYSIS 175
13.3 ORACLE 176
FIGURE 42 ORACLE: COMPANY SNAPSHOT 176
FIGURE 43 ORACLE: SWOT ANALYSIS 180
13.4 AVAYA 181
FIGURE 44 AVAYA: COMPANY SNAPSHOT 181
FIGURE 45 AVAYA: SWOT ANALYSIS 183
13.5 NICE 184
FIGURE 46 NICE: COMPANY SNAPSHOT 184
FIGURE 47 NICE SYSTEMS: SWOT ANALYSIS 186
13.6 NOKIA 187
FIGURE 48 NOKIA: COMPANY SNAPSHOT 187
FIGURE 49 NOKIA: SWOT ANALYSIS 188
13.7 SAP 190
FIGURE 50 SAP: COMPANY SNAPSHOT 191
FIGURE 51 SAP: SWOT ANALYSIS 193
13.8 OPENTEXT 194
FIGURE 52 OPENTEXT: COMPANY SNAPSHOT 194
13.9 TECH MAHINDRA 196
FIGURE 53 TECH MAHINDRA: COMPANY SNAPSHOT 196
13.10 VERINT SYSTEMS 198
FIGURE 54 VERINT SYSTEMS: COMPANY SNAPSHOT 198
13.11 ZENDESK 200
13.12 SDL 201
13.13 TERADATA 202
13.14 SPRINKLR 203
13.15 MEDALLIA 203
13.16 INMOMENT 204
13.17 SAS INSTITUTE 204
13.18 CLARABRIDGE 205
13.19 SITECORE 206
13.20 NGDATA 207
13.21 AMPERITY 208
13.22 MANTHAN 209
13.23 MIXPANEL 210
13.24 SEGMENT.IO 211
13.25 ZEPHYRTEL 211
13.26 MINDTOUCH 212
*Details on Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
14 APPENDIX 213
14.1 ADJACENT/RELATED MARKET 213
14.1.1 CUSTOMER ANALYTICS MARKET 213
14.1.1.1 Market definition 213
14.1.1.2 Market Overview 213
TABLE 191 GLOBAL CUSTOMER ANALYTICS MARKET SIZE, 2018–2025 (USD MILLION) 213
14.1.1.3 Customer analytics market, by component 214
TABLE 192 CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT,
2018–2025 (USD MILLION) 214
TABLE 193 SOLUTIONS: CUSTOMER ANALYTICS MARKET, BY TYPE,
2018–2025 (USD MILLION) 214
TABLE 194 SOLUTIONS: CUSTOMER ANALYTICS MARKET SIZE, BY REGION,
2018–2025 (USD MILLION) 214
TABLE 195 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY TYPE,
2018–2025 (USD MILLION) 215
TABLE 196 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION,
2018–2025 (USD MILLION) 215
14.1.1.4 Customer analytics market, by deployment 215
TABLE 197 CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE,
2018–2025 (USD MILLION) 215
TABLE 198 CLOUD: CUSTOMER ANALYTICS MARKET SIZE, BY REGION,
2018–2025 (USD MILLION) 216
TABLE 199 ON-PREMISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION,
2018–2025 (USD MILLION) 216
14.1.1.5 Customer analytics market, by organization size 216
TABLE 200 CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE,
2018–2025 (USD MILLION) 217
TABLE 201 LARGE ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 217
TABLE 202 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION) 217
14.1.1.6 Customer analytics market, by application 218
TABLE 203 CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION,
2018–2025 (USD MILLION) 218
14.1.1.7 Customer analytics market, by data source 218
TABLE 204 CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE,
2018–2025 (USD MILLION) 219
14.1.1.8 Customer analytics market, by industry vertical 219
TABLE 205 CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL,
2018–2025 (USD MILLION) 220
14.1.1.9 Customer analytics market, by region 220
TABLE 206 CUSTOMER ANALYTICS MARKET SIZE, BY REGION,
2018–2025 (USD MILLION) 221
14.1.2 CUSTOMER ENGAGEMENT SOLUTIONS MARKET 221
14.1.2.1 Market definition 221
14.1.2.2 Market Overview 221
TABLE 207 GLOBAL CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE,
2018–2025 (USD MILLION) 222
14.1.2.3 Customer engagement solutions market, by component 222
TABLE 208 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY COMPONENT, 2016–2023 (USD MILLION) 222
TABLE 209 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SOLUTION TYPE, 2016–2023 (USD MILLION) 222
TABLE 210 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY SERVICE TYPE, 2016–2023 (USD MILLION) 223
14.1.2.4 Customer engagement solutions market, by deployment 223
TABLE 211 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY DEPLOYMENT TYPE, 2016-2023 (USD MILLION) 223
14.1.2.5 Customer engagement solutions market, by organization size 223
TABLE 212 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY ORGANIZATION SIZE, 2016-2023 (USD MILLION) 224
14.1.2.6 Customer engagement solutions market, by vertical 224
TABLE 213 CUSTOMER ENGAGEMENT SOLUTIONS MARKET SIZE, BY VERTICAL,
2016-2023 (USD MILLION) 224
14.1.2.7 Customer engagement solutions market, by region 225
TABLE 214 CUSTOMER ENGAGEMENT SOLUTIONS MARKET, BY REGION,
2016–2023 (USD MILLION) 225
14.1.3 CUSTOMER SUCCESS PLATFORMS MARKET 225
14.1.3.1 Market definition 225
14.1.3.2 Market Overview 225
TABLE 215 GLOBAL CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
2017–2024 (USD MILLION) 226
14.1.3.3 Customer success platforms market, by component 226
TABLE 216 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COMPONENT,
2017–2024 (USD MILLION) 226
TABLE 217 SOLUTION: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 226
TABLE 218 SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY TYPE,
2017–2024 (USD MILLION) 227
TABLE 219 PROFESSIONAL SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY TYPE, 2017–2024 (USD MILLION) 227

14.1.3.4 Customer success platforms market, by deployment model 227
TABLE 220 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY DEPLOYMENT MODEL, 2017–2024 (USD MILLION) 227
14.1.3.5 Customer success platforms market, by organization size 228
TABLE 221 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION) 228
14.1.3.6 Customer success platforms market, by industry vertical 228
TABLE 222 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY INDUSTRY VERTICAL, 2017–2024 (USD MILLION) 228
14.1.3.7 Customer success platforms market, by region 229
TABLE 223 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 229
14.2 DISCUSSION GUIDE 230
14.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 234
14.4 AVAILABLE CUSTOMIZATIONS 236
14.5 RELATED REPORTS 236
14.6 AUTHOR DETAILS 237

★調査レポート[顧客体験管理(CXM)の世界市場予測:コンポーネント別(ソリューション、サービス)、タッチポイント別、展開種類別、組織規模別、産業別(IT・テレコム、金融、小売、医療、媒体・娯楽)、地域別] ( Customer Experience Management Market by Component (Solutions, Services) Touchpoint, Deployment Type, Organization Size, Vertical (IT and Telecom, BFSI, Retail, Healthcare, Media and Entertainment), and Region - Global Forecast to 2025 / TC 2625) 販売に関する免責事項
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