Customer Experience Management Market by Touch Point, Vertical, and Region - Global Forecast to 2021
“Increasing need to manage customer experience throughout the customer journey is a primary driving factor for the customer experience management market”
The global customer experience management market is projected to grow from USD 5.06 billion in 2016 to USD 13.18 billion by 2021, at a CAGR of 21.1% between 2016 and 2021. The major factors driving the CEM market include increasing need to manage customer experience throughout the customer journey, need of retaining customers, competitive differentiation, and increasing e-commerce and m-commerce.
Research Coverage:
This study provides detailed segmentation of the customer experience management market on the basis of touch point (company website, branch/store, web, call center, mobile, social media, email, and others), vertical (IT communication service providers; telecommunication service providers; public sector and energy & utilities; banking, financial services & insurance; healthcare; automotive & transportation; consumer goods & retail; media & entertainment; travel & hospitality; manufacturing and others), and region (North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America).
Key Benefits of Buying the Report:
The report will help the market leaders/new entrants in the following ways:
1. This report comprehensively segments the global customer experience management market and provides the closest approximations of the revenue numbers for the overall market and sub segments across different verticals and regions.
2. The report helps stakeholders to understand the pulse of the market and provides them information on key drivers, restraints, challenges, and opportunities in the global customer experience management market.
3. This report helps stakeholders to obtain better understanding of their competitors and gain more insights to enhance their position and business in the global customer experience management market. The competitive landscape section includes new product launches, partnerships, agreements & collaborations, mergers & acquisitions, and expansions undertaken by the key market players.
Table of Contents
1 INTRODUCTION 16
2 RESEARCH METHODOLOGY 19
3 EXECUTIVE SUMMARY 26
4 PREMIUM INSIGHTS 30
5 MARKET OVERVIEW 34
6 INDUSTRY TRENDS 43
7 CUSTOMER EXPERIENCE MANAGEMENT ANALYSIS, BY TOUCH POINT 48
8 CUSTOMER EXPERIENCE MANAGEMENT ANALYSIS, BY VERTICAL 57
9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 67
10 COMPETITIVE LANDSCAPE 105
11 COMPANY PROFILES 110
12 APPENDIX 147
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