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 ...