Global Customer Experience Management Markets, 2020-2025 - Text Analytics / Enterprise Feedback Management Software / Web Analytics & Content Management / Speech Analytics
DUBLIN, Jan. 28, 2021 /PRNewswire/ -- The "Global Customer Experience Management Market (2020-2025) by Analytical Tools, TouchPoint Type, End-user, Deployment, Geography and the Impact of Covid-19 with Ansoff Analysis" report has been added to ResearchAndMarkets.com's offering.
The Global Customer Experience Management Market is estimated to be USD 8.2 Bn in 2020 and is expected to reach USD 14.45 Bn by 2025, 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 industres such as retail, banking, manufacturing, and entertainment.
Market Dynamics
Drivers
- 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
Restraints
- Inconsistent Customer Experience Feedback
- Data Synchronization Complexities
- Lack of Technical Skill
Opportunities
- Use for Making Optimal CX Strategy
- Need for Insights to Predict Customer Intents
Key Topics Covered:
1. Report Description 1.1 Study Objectives 1.2 Market Definition 1.3 Currency 1.4 Years Considered 1.5 Language 1.6 Key Shareholders
2. Research Methodology 2.1 Research Process 2.2 Data Collection and Validation 2.3 Market Size Estimation 2.4 Assumptions of the Study 2.5 Limitations of the Study
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
For more information about this report visit https://www.researchandmarkets.com/r/x8la6o
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