Global Customer Experience Management Market (2021 to 2026) - by Analytical Tools, TouchPoint Type, End-user, Deployment and Geography


Dublin, Nov. 01, 2021 (GLOBE NEWSWIRE) -- The "Global Customer Experience Management Market (2021-2026) by Analytical Tools, TouchPoint Type, End-user, Deployment, Geography and the Impact of COVID-19 with Ansoff Analysis, Infogence Competitive Quadrant" report has been added to's offering.

The Global Customer Experience Management Market is estimated to be USD 9.2 Bn in 2021 and is expected to reach USD 16.2 Bn by 2026, growing at a CAGR of 12%.

Customer Experience Management (CEM) is the practice of tracking, building, reacting, and organizing every interaction between a customer and the organization to serve/fulfill customer expectations. Customer experience management will minimize the cost of new customer acquisition by evolving different sets of practices and technologies to make a continuous transformation within organizations. It has helped in lowering at-risk revenues and winning over lost customers. Many companies are implementing customer experience management as a source of productivity. It is the perfect solution for a customer-centric approach. This approach will offer organizations and enterprises to analyze customer insights and assist in rising organizational productivity by enhancing customer experience and customer loyalty. Nowadays, business organizations have well understood the importance of customer experience management as it helps the organizations to strengthen their brand presence, improve consumer loyalty, reduce consumer churn, and in turn, boost business revenue.

Surging demand for personalized experience by customers across different industries is one of the key factors in escalating the growth of the Customer Experience Management Market. Organizations are increasingly involved in restructuring their brands and products, keeping consumers as their strategic focus, and this happens due to the rise in customer expectations. AI and ML-based solution for the FMCG and retail industry will help identify poor consumer experiences and estimate emerging customer trends so that they can provide measurable direction to improve operational efficiencies and consumer experiences of an organization. It will subsequently improve the sales for any business across industries such as retail, banking, manufacturing, and entertainment.

Market Dynamics


  • Increasing Investment in Technologies to Improve Customer Experience
  • Help in Reducing Customer Churn Rates
  • Customer-Related Scores Helping Organizations to Plan Better Customer Engagement
  • An Increasing Need for Customer Retention Strategies


  • Inconsistent Customer Experience Feedback
  • Data Synchronization Complexities
  • Lack of Technical Skill


  • Use for Making Optimal CX Strategy
  • Need for Insights to Predict Customer Intents

The Global Customer Experience Management Market is segmented based on Analytical Tools, Touch Point Type, End-user, Deployment, and Geography.

Company Profiles

Some of the companies covered in this report are Adobe Systems Inc., OpenText Corporation, IBM Corporation, Oracle Corporation, Nokia, Tech Mahindra Limited, Zendesk, Medalllia, NICE Systems, MindTouch, Avaya Inc., SAP SE, Verint Systems, MaritzCX Research LLC, Teradata, Sprinklr, Clarabridge, Sitecore, ZephyrTel Inc., NGDATA and Amperity.

Competitive Quadrant

The report includes a Competitive Quadrant, a proprietary tool to analyze and evaluate the position of companies based on their Industry Position score and Market Performance Score. The tool uses various factors for categorizing the players into four categories. Some of these factors considered for analysis are financial performance over the last 3 years, growth strategies, innovation score, new product launches, investments, growth in market share, etc.

Why buy this report?

  • The report offers a comprehensive evaluation of the Global Customer Experience Management Market.
  • The report includes in-depth qualitative analysis, verifiable data from authentic sources, and projections about market size. The projections are calculated using proven research methodologies.
  • The report has been compiled through extensive primary and secondary research. The primary research is done through interviews, surveys, and observation of renowned personnel in the industry.
  • The report includes in-depth market analysis using Porter's 5 force model and the Ansoff Matrix. The impact of Covid-19 on the market is also featured in the report.
  • The report also contains the competitive analysis using Competitive Quadrant, the analyst's proprietary competitive positioning tool.

Report Highlights:

  • A complete analysis of the market including parent industry
  • Important market dynamics and trends
  • Market segmentation
  • Historical, current, and projected size of the market based on value and volume
  • Market shares and strategies of key players
  • Recommendations to companies for strengthening their foothold in the market

Key Topics Covered:

1. Report Description

2. Research Methodology

3. Executive Summary

4. Market Overview
4.1 Introduction
4.2 Market Dynamics
4.2.1 Drivers
4.2.2 Restraints
4.2.3 Opportunities
4.2.4 Challenges
4.3 Trends

5. Market Analysis
5.1 Porter's Five Forces Analysis
5.2 Impact of COVID-19
5.3 Ansoff Matrix Analysis
5.4 SWOT Analysis

6. Global Customer Experience Management Market, By Analytical Tools
6.1 Introduction
6.2 Text analytics
6.3 Enterprise feedback management (EFM) software
6.4 Web analytics & content management
6.5 Speech analytics

7. Global Customer Experience Management Market, By Touch Point Type
7.1 Introduction
7.2 Stores/ branches
7.3 Mobile
7.4 Social Media Platform
7.5 Call Centers
7.6 Email

8. Global Customer Experience Management Market, By End User
8.1 Introduction
8.2 BFSI
8.3 Retail
8.4 IT & Telecom
8.5 Government, Energy & utilities
8.6 Manufacturing

9. Global Customer Experience Management Market, By Deployment
9.1 Introduction
9.2 Cloud
9.3 On-Premises

10. Global Customer Experience Management Market, By Geography
10.1 Introduction
10.2 North America
10.2.1 US
10.2.2 Canada
10.2.3 Mexico
10.3 South America
10.3.1 Brazil
10.3.2 Argentina
10.4 Europe
10.4.1 UK
10.4.2 France
10.4.3 Germany
10.4.4 Italy
10.4.5 Rest of Europe
10.5 Asia-Pacific
10.5.1 China
10.5.2 Japan
10.5.3 India
10.5.4 Australia
10.5.5 Rest of APAC
10.6 Middle East and Africa

11. Competitive Landscape
11.1 Competitive Quadrant
11.2 Market Share Analysis
11.3 Competitive Scenario
11.3.1 Mergers & Acquisitions
11.3.2 Agreements, Collaborations, & Partnerships
11.3.3 New Product Launches & Enhancements
11.3.4 Investments & Fundings

12. Company Profiles
12.1 Adobe Systems Inc.
12.2 OpenText Corporation
12.3 IBM Corporation
12.4 Oracle Corporation
12.5 Nokia
12.6 Tech Mahindra Limited
12.7 Zendesk
12.8 Medallia
12.9 MindTouch
12.10 NICE Systems
12.11 Avaya Inc.
12.12 SAP SE
12.13 Verint Systems
12.14 MaritzCX Research LLC
12.15 Teradata
12.16 Sprinklr
12.17 Clarabridge
12.18 Sitecore
12.19 ZephyrTel Inc.
12.20 NGDATA
12.21 Amperity

13. Appendix

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