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Global Customer Experience Management Markets, 2020-2025: Analytical Tools, TouchPoint Type, End-user, Deployment, Geography, Covid-19 Impacts – ResearchAndMarkets.com

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DUBLIN–(BUSINESS WIRE)–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 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

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/vn8wah

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