世界各国のリアルタイムなデータ・インテリジェンスで皆様をお手伝い

顧客満足度管理(CEM)市場:ソリューション・サービス毎、タッチポイント毎、導入タイプ毎、産業毎(IT通信、銀行・金融サービス・保険、小売業、医療、メディア・エンターテインメント、自動車、旅行・観光業)、地域毎 - 2024年までの世界市場予測

Customer Experience Management Market by Component (Solutions, Services) Touchpoint, Deployment Type, Vertical (IT & Telecom, BFSI, Retail, Healthcare, Media & Entertainment, Automotive, Travel & Hospitality), and Region - Global Forecast to 2024

 

出版社 出版年月電子版価格 ページ数図表数
MarketsandMarkets
マーケッツアンドマーケッツ
2019年5月US$7,150
シングルユーザライセンス
152 93

サマリー

幅広い市場に関する調査レポートを出版しているマーケッツアンドマーケッツ(MarketsandMarkets)の顧客満足度管理(CEM)市場に関する調査レポートです。

Increasing necessity to improve customer engagement and reduce customer churn rate due to growing competition to drive the market for customer experience management

The customer experience management market is projected to grow from USD 7.8 billion in 2019 to USD 14.5 billion by 2024, at a CAGR of 13.3% from 2019 to 2024. The increasing need for improving customer engagement and reducing customer churn rates due to growing competition has led organizations to deploy advanced customer experience solutions. However, reluctance to transit from traditional to modern solutions, and data security mandates are considered to pose challenges to the growth of the customer experience management market.

By component, the solutions segment to account for a larger market share during the forecast period

Based on component, the solutions segment is expected to hold a larger market share than the services segment during the forecast period. Organizations are deploying customer experience management solutions to empower customers with highly connected personalized experiences across a wide range of websites, stores, call centers, mobile apps, social media, emails, virtual assistants, and other touchpoints. Customer queries are also expected to be resolved through automatic response processes, through solutions wherein the customers receive real-time feedback of the queries.

By services, the managed services segment to account for a larger market share during the forecast period

Based on services, the managed services segment is expected to hold a larger market size than the professional services segment during the forecast period due to the growing demand for the management of customer experience management operations on-premises as well as on the cloud. The prime responsibility of the managed service providers is to improve the efficiency of inbound and outbound operations cost-effectively for enterprises.

Among regions, APAC to grow at the highest CAGR during the forecast period

The market in APAC is projected to grow at the highest CAGR during the forecast period, due to widespread adoption of emerging technologies, such as cloud computing, AI, and analytics. The presence of growing economies such as China and India which are rapidly implementing latest technologies has also contributed to the growth of the customer experience management market in the region.

In-depth interviews were conducted with chief executive officers, marketing directors, innovation and technology directors, and executives from various key organizations operating in the customer experience management market.

The breakup of the profiles of the primary participants is given below:

- By Company Type: Tier 1 - 35%, Tier 2 - 40%, and Tier 3 - 25%
- By Designation: C-Level - 30%, Director Level - 35%, Managers-35%
- By Region: North America - 40%, Europe - 30%, APAC - 20%, and RoW - 10%

The following key customer experience management vendors are profiled in the report:

- Adobe Systems (US)
- Avaya Inc. (US)
- Clarabridge (US)
- IBM (US)
- InMoment (US)
- Medallia (US)
- MaritzCX (US)
- NICE Systems (Israel)
- Nokia (Finland)
- OpenText (Canada)
- Oracle Corporation (US)
- Tech Mahindra (India)
- Verint Systems (US)
- SDL (UK)
- SAP (Germany)
- SAS Institute (US)
- Sitecore (US)
- Zendesk (US)

Research Coverage

Customer experience management market by component (solutions and services), deployment type (on-premises and cloud), vertical, and region. A detailed analysis of the key industry players has been undertaken to provide insights into their business overviews; services; key strategies; new service launches; partnerships, agreements, and collaborations; business expansions; and competitive landscape associated with the customer experience management market.

Reasons to Buy the Report

The report would help the market leaders/new entrants in the following ways:

- It comprehensively segments the customer experience management market and provides the closest approximations of the revenue numbers for the overall market and its subsegments across different regions.
- It would help stakeholders understand the pulse of the market and provide information on the key market drivers, restraints, challenges, and opportunities.
- It would help stakeholders understand their competitors better and gain more insights to enhance their positions in the market. The competitive landscape section includes competitor ecosystem, new service developments, partnerships, and acquisitions.



目次

1 INTRODUCTION 18
1.1 OBJECTIVES OF THE STUDY 18
1.2 MARKET DEFINITION 18
1.3 MARKET SCOPE 19
1.3.1 MARKET SEGMENTATION 19
1.3.2 REGIONAL SCOPE 20
1.4 YEARS CONSIDERED FOR THE STUDY 20
1.5 CURRENCY 21
1.6 STAKEHOLDERS 21

2 RESEARCH METHODOLOGY 22
2.1 RESEARCH DATA 22
2.1.1 SECONDARY DATA 23
2.1.2 PRIMARY DATA 23
2.1.2.1 Breakup of primaries 24
2.1.2.2 Key industry insights 24
2.2 MARKET BREAKUP AND DATA TRIANGULATION 25
2.3 MARKET SIZE ESTIMATION 25
2.3.1 TOP-DOWN APPROACH 26
2.3.2 BOTTOM-UP APPROACH 26
2.4 MARKET FORECAST 27
2.5 RESEARCH ASSUMPTIONS 28
2.6 LIMITATIONS 29

3 EXECUTIVE SUMMARY 30

4 PREMIUM INSIGHTS 35
4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 35
4.2 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT AND COUNTRY 36
4.3 CUSTOMER EXPERIENCE MANAGEMENT MARKET: MAJOR COUNTRIES 37

5 MARKET OVERVIEW AND INDUSTRY TRENDS 38
5.1 INTRODUCTION 38
5.2 EVOLUTION 38
5.3 MARKET DYNAMICS 39
5.3.1 DRIVERS 40
5.3.1.1 Need for better understanding customers increasing the demand for customer experience management solutions 40
5.3.1.2 Customer-related scores helping organizations to plan better customer engagement strategy 41
5.3.1.3 Customer experience management solutions help in reducing customer churn rates 41
5.3.2 RESTRAINTS 41
5.3.2.1 Difficulty in synchronizing customer experience data collected from different touchpoints within different domains 41
5.3.3 OPPORTUNITIES 42
5.3.3.1 Customer experience solutions help in keeping customer engagement through omnichannel 42
5.3.3.2 Information extracted from customer experience solutions can be used to make optimal customer experience strategy 42
5.3.4 CHALLENGES 42
5.3.4.1 Difficulty in getting consistent customer experience feedback through all channels 42
5.3.4.2 Difficulty in consolidating data of customer in a single customer view 42
5.4 USE CASES 43
5.4.1 USE CASE 1: ICICI BANK TRANSFORMS ITS CUSTOMER EXPERIENCE WITH GENESYS 43
5.4.2 USE CASE 2: SAFARICOM USES NOKIA CUSTOMER EXPERIENCE MANAGEMENT ON DEMAND 44
5.4.3 USE CASE 3: SCHWAN’S COMPANY USES ORACLE CROSS-CHANNEL MARKETING 44
5.4.4 USE CASE 4: OPENTEXT AND LIVESITE’S SOLUTIONS HELP IN DELIVERING INFORMATION ACCORDING TO ITS MEMBERS’ NEED AND WHEN THEY NEED IT 45

6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT 46
6.1 INTRODUCTION 47
6.2 SOLUTIONS 48
6.2.1 OMNI-CHANNEL 48
6.2.1.1 Omni-channel provides seamless experience across multiple channels 48
6.2.2 MACHINE LEARNING 49
6.2.2.1 Machine Learning solution learns from prior experiences of customer touchpoints to enrich the current and future interactions of customers 49
6.2.3 ANALYTICS 49
6.2.3.1 Analytics allow organizations to use artificial intelligence on the feedback of customers and helps the organizations to offer tailored solutions 49
6.2.4 WORKFORCE OPTIMIZATION 49
6.2.4.1 The workforce optimization software helps optimize agents’ performance and boosts the productivity of the organizations 49
6.3 SERVICES 50
6.3.1 PROFESSIONAL SERVICES 51
6.3.1.1 Consulting services 51
6.3.1.1.1 Consulting services help eliminate complexities and reintegrate functions in a simplified environment by meeting clients’ business needs 51
6.3.1.2 Support & maintenance services 52
6.3.1.2.1 Support & maintenance services help in ensuring the overall development of the customer experience management solutions 52
6.3.1.3 Training 52
6.3.1.3.1 Training is required to ensure CX solutions work at their optimum performance levels 52
6.3.2 MANAGED SERVICES 52
6.3.2.1 Managed service providers handle end-to-end deployment and after sales services for the solutions. 52

7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT 54
7.1 INTRODUCTION 54
7.2 WEBSITE 54
7.3 STORE 54
7.4 CALL CENTER 55
7.5 MOBILE APP 55
7.6 SOCIAL MEDIA 55
7.7 EMAIL 55
7.8 VIRTUAL ASSISTANT 56
7.9 OTHERS 56

8 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE 57
8.1 INTRODUCTION 58
8.2 ON-PREMISES 59
8.2.1 DATA SECURITY AND MAINTENANCE TO SUSTAIN THE GROWTH OF ON-PREMISES CUSTOMER EXPERIENCE SOLUTIONS DEPLOYMENT 59
8.3 CLOUD 60
8.3.1 PERFORMANCE AND COST EFFICIENCY TO INCREASE CLOUD DEPLOYMENTS OF CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS 60

9 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 61
9.1 INTRODUCTION 62
9.2 IT AND TELECOM 63
9.2.1 INTENSE COMPETITION TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE IT AND TELECOM SECTOR 63
9.3 BFSI 64
9.3.1 GROWING DIGITAL MOBILITY TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE BFSI SECTOR 64
9.4 RETAIL 65
9.4.1 CHANGING CONSUMER BEHAVIOR TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE RETAIL SECTOR 65
9.5 HEALTHCARE 66
9.5.1 IMPROVEMENT OF PATIENT EXPERIENCE TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE HEALTHCARE SECTOR 66
9.6 AUTOMOTIVE 67
9.6.1 TECHNOLOGICAL INNOVATIONS TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE AUTOMOTIVE SECTOR 67
9.7 TRAVEL AND HOSPITALITY 68
9.7.1 GROWING DEMAND FOR CUSTOMER ENGAGEMENT SERVICES TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE TRAVEL AND HOSPITALITY SECTOR 68
9.8 MEDIA AND ENTERTAINMENT 69
9.8.1 INCREASING DIGITIZATION OF SERVICES TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE MEDIA AND ENTERTAINMENT SECTOR 69
9.9 PUBLIC SECTOR 70
9.9.1 INCREASING CUSTOMER EXPECTATION FOR IMPROVED SERVICES TO DRIVE GROWTH OF CUSTOMER EXPERIENCE MARKET IN THE PUBLIC SECTOR 70
9.10 OTHERS 71

10 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 72
10.1 INTRODUCTION 73
10.2 NORTH AMERICA 74
10.2.1 US 78
10.2.1.1 Rapid adoption of advanced technologies such as cloud computing, AI, and data analytics to drive the growth of the US customer experience management market 78
10.2.2 CANADA 78
10.2.2.1 Rising customer expectations to drive the growth of the customer experience management market in Canada 78
10.3 EUROPE 79
10.3.1 UK 81
10.3.1.1 Growing digital transformation to drive the customer experience management market in the UK 81
10.3.2 GERMANY 82
10.3.2.1 Increase in digital mobility and digital spending to drive the growth of the customer experience management market in Germany 82
10.3.3 FRANCE 82
10.3.3.1 Increasing digital transformation to drive the growth of the customer experience management market in France 82
10.3.4 REST OF EUROPE 82
10.4 ASIA PACIFIC 83
10.4.1 AUSTRALIA & NEW ZEALAND 86
10.4.1.1 Rapid technological adoption to drive the growth of customer experience in Australia and New Zealand 86
10.4.2 INDIA 86
10.4.2.1 Growing adoption of customer-centric strategies by businesses to drive the growth of the customer experience management market in India 86
10.4.3 CHINA 87
10.4.3.1 Increasing adoption of customer experience offerings in various sectors to drive market growth in China 87
10.4.4 REST OF ASIA PACIFIC 87
10.5 LATIN AMERICA 87
10.5.1 BRAZIL 90
10.5.1.1 Growing adoption of cloud computing to drive the growth of the customer experience management market in Brazil 90
10.5.2 MEXICO 90
10.5.2.1 Rapid digital transformation to drive the growth of the customer experience management market in Mexico 90
10.5.3 REST OF LATIN AMERICA 91
10.6 MIDDLE EAST & AFRICA 91
10.6.1 UAE 94
10.6.1.1 Adoption of latest technologies to drive the growth of the customer experience management market in the UAE 94
10.6.2 SAUDI ARABIA 94
10.6.2.1 Adoption of cloud computing to drive the growth of the customer experience management market in Saudi Arabia 94
10.6.3 SOUTH AFRICA 95
10.6.3.1 Strategic implementation of customer experience by businesses to drive the growth of the customer experience management market in South Africa 95
10.6.4 REST OF MIDDLE EAST & AFRICA 95

11 COMPETITIVE LANDSCAPE 96
11.1 COMPETITIVE LEADERSHIP MAPPING 96
11.1.1 VISIONARY LEADERS 96
11.1.2 INNOVATORS 96
11.1.3 DYNAMIC DIFFERENTIATORS 96
11.1.4 EMERGING COMPANIES 96
11.2 STRENGTH OF PRODUCT PORTFOLIO 98
11.3 BUSINESS STRATEGY EXCELLENCE 99
11.4 COMPETITIVE LEADERSHIP MAPPING (START-UP/SMES) 100
11.4.1 PROGRESSIVE COMPANIES 100
11.4.2 STARTING BLOCKS 100
11.4.3 RESPONSIVE COMPANIES 100
11.4.4 DYNAMIC COMPANIES 100
11.5 MARKET RANKING FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET, 2018 102

12 COMPANY PROFILES 103
(Business Overview, Products & Solutions, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
12.1 ADOBE SYSTEMS 103
12.2 IBM 108
12.3 ORACLE CORPORATION 112
12.4 AVAYA INC. 117
12.5 NICE SYSTEMS 120
12.6 NOKIA 123
12.7 SAP 126
12.8 OPENTEXT 130
12.9 TECH MAHINDRA 132
12.10 VERINT SYSTEMS 134
12.11 ZENDESK 137
12.12 SDL 139
12.13 MARITZCX 141
12.14 MEDALLIA 141
12.15 INMOMENT 141
12.16 SAS INSTITUTE 142
12.17 CLARABRIDGE 142
12.18 SITECORE 143
*Details on Business Overview, Products & Solutions, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
-
13 APPENDIX 144
13.1 INDUSTRY EXCERPTS 144
13.2 DISCUSSION GUIDE 145
13.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 148
13.4 AVAILABLE CUSTOMIZATIONS 150
13.5 RELATED REPORTS 150
13.6 AUTHOR DETAILS 151

 

LIST OF TABLES

TABLE 1 FACTOR ANALYSIS 27
TABLE 2 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPONENT,
2019-2024 (USD MILLION) 47
TABLE 3 SOLUTIONS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2024 (USD MILLION) 48
TABLE 4 SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2019-2024 (USD MILLION) 50
TABLE 5 SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TYPE, 2019-2024 (USD MILLION) 50
TABLE 6 PROFESSIONAL SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TYPE, 2019-2024 (USD MILLION) 51
TABLE 7 MANAGED SERVICES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2019-2024 (USD MILLION) 52
TABLE 8 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE,
2019-2024 (USD MILLION) 58
TABLE 9 ON-PREMISES: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION) 59
TABLE 10 CLOUD: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION,
2019-2024 (USD MILLION) 60
TABLE 11 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL,
2019-2024 (USD MILLION) 63
TABLE 12 IT & TELECOM: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION) 64
TABLE 13 BFSI: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION,
2019-2024 (USD MILLION) 65
TABLE 14 RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION,
2019-2024 (USD MILLION) 65
TABLE 15 HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2019-2024 (USD MILLION) 66
TABLE 16 AUTOMOTIVE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION) 67
TABLE 17 TRAVEL & HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY REGION, 2019-2024 (USD MILLION) 68
TABLE 18 MEDIA & ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY REGION, 2019-2024 (USD MILLION) 69
TABLE 19 PUBLIC SECTOR: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION, 2019-2024 (USD MILLION) 70
TABLE 20 OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION,
2019-2024 (USD MILLION) 71
TABLE 21 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION,
2019-2024 (USD MILLION) 73
TABLE 22 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY COMPONENT, 2019-2024 (USD MILLION) 75
TABLE 23 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICES, 2019-2024 (USD MILLION) 76
TABLE 24 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY PROFESSIONAL SERVICES, 2019-2024 (USD MILLION) 76
TABLE 25 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY VERTICAL, 2019-2024 (USD MILLION) 77
TABLE 26 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY DEPLOYMENT TYPE, 2019-2024 (USD MILLION) 77
TABLE 27 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY COUNTRY, 2019-2024 (USD MILLION) 78
TABLE 28 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT, 2019-2024 (USD MILLION) 79
TABLE 29 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICES,
2019-2024 (USD MILLION) 79
TABLE 30 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY PROFESSIONAL SERVICES, 2019-2024 (USD MILLION) 80
TABLE 31 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL,
2019-2024 (USD MILLION) 80
TABLE 32 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2019-2024 (USD MILLION) 81
TABLE 33 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY,
2019-2024 (USD MILLION) 81
TABLE 34 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COMPONENT, 2019-2024 (USD MILLION) 84
TABLE 35 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICES, 2019-2024 (USD MILLION) 84
TABLE 36 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY PROFESSIONAL SERVICES, 2019-2024 (USD MILLION) 84
TABLE 37 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2019-2024 (USD MILLION) 85
TABLE 38 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT TYPE, 2019-2024 (USD MILLION) 85
TABLE 39 ASIA PACIFIC: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2019-2024 (USD MILLION) 86
TABLE 40 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY COMPONENT, 2019-2024 (USD MILLION) 87
TABLE 41 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY SERVICES, 2019-2024 (USD MILLION) 88
TABLE 42 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY PROFESSIONAL SERVICES, 2019-2024 (USD MILLION) 88
TABLE 43 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2019-2024 (USD MILLION) 89
TABLE 44 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY DEPLOYMENT TYPE, 2019-2024 (USD MILLION) 89
TABLE 45 LATIN AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2019-2024 (USD MILLION) 90
TABLE 46 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY COMPONENT, 2019-2024 (USD MILLION) 91
TABLE 47 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY SERVICES, 2019-2024 (USD MILLION) 92
TABLE 48 MIDDLE EAST AND AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY PROFESSIONAL SERVICES, 2019-2024 (USD MILLION) 92
TABLE 49 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY VERTICAL, 2019-2024 (USD MILLION) 93
TABLE 50 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY DEPLOYMENT TYPE, 2019-2024 (USD MILLION) 93
TABLE 51 MIDDLE EAST & AFRICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY COUNTRY, 2019-2024 (USD MILLION) 94

 

LIST OF FIGURES

FIGURE 1 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN 22
FIGURE 2 BREAKUP OF PROFILES OF PRIMARY PARTICIPANTS: BY COMPANY TYPE, DESIGNATION, AND REGION 24
FIGURE 3 CUSTOMER EXPERIENCE MANAGEMENT MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 26
FIGURE 4 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2019-2024 31
FIGURE 5 BASED ON COMPONENT, SOLUTIONS SEGMENT ESTIMATED TO LEAD CUSTOMER EXPERIENCE MANAGEMENT MARKET IN 2019 31
FIGURE 6 BASED ON DEPLOYMENT TYPE, CLOUD SEGMENT ESTIMATED TO ACCOUNT FOR LARGER MARKET SHARE IN 2019, COMPARED TO ON-PREMISES SEGMENT 32
FIGURE 7 BASED ON VERTICAL, TRAVEL & HOSPITALITY SEGMENT IS ESTIMATED TO LEAD THE MARKET IN 2019 32
FIGURE 8 CUSTOMER EXPERIENCE MANAGEMENT MARKET: REGIONAL SNAPSHOT 33
FIGURE 9 INCREASING USE OF CUSTOMER-RELATED SCORES BY ORGANIZATIONS TO PLAN BETTER CUSTOMER ENGAGEMENT STRATEGY IS EXPECTED TO GROW THE MARKET FROM 2019 TO 2024 35
FIGURE 10 SOLUTIONS SEGMENT AND AUSTRALIA & NEW ZEALAND ESTIMATED TO ACCOUNT FOR THE LARGEST MARKET SHARE IN ASIA PACIFIC IN 2019 36
FIGURE 11 INDIA AND SOUTH AFRICA PROJECTED TO REGISTER HIGHEST CAGR FROM 2019 TO 2024 37
FIGURE 12 ADVANCEMENTS IN COMMUNICATION TECHNOLOGY ARE MAJOR DRIVING FACTORS FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET 39
FIGURE 13 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CUSTOMER EXPERIENCE MANAGEMENT MARKET 40
FIGURE 14 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD (2019-2024) 47
FIGURE 15 CLOUD SEGMENT EXPECTED TO ACCOUNT FOR LARGER MARKET SIZE DURING THE FORECAST PERIOD 58
FIGURE 16 AUTOMOTIVE SEGMENT PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 62
FIGURE 17 NORTH AMERICA ESTIMATED TO HOLD THE LARGEST MARKET SHARE DURING THE FORECAST PERIOD 73
FIGURE 18 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 74
FIGURE 19 NORTH AMERICA: MARKET SNAPSHOT 75
FIGURE 20 ASIA PACIFIC: MARKET SNAPSHOT 83
FIGURE 21 CUSTOMER EXPERIENCE MANAGEMENT MARKET (GLOBAL) COMPETITIVE LEADERSHIP MAPPING 97
FIGURE 22 CUSTOMER EXPERIENCE MANAGEMENT MARKET, COMPETITIVE LEADERSHIP MAPPING, STARTUP COMPANIES, 2019 101
FIGURE 23 MARKET RANKING, 2018 102
FIGURE 24 ADOBE SYSTEMS: COMPANY SNAPSHOT 104
FIGURE 25 ADOBE SYSTEMS: SWOT ANALYSIS 106
FIGURE 26 IBM: COMPANY SNAPSHOT 109
FIGURE 27 IBM: SWOT ANALYSIS 111
FIGURE 28 ORACLE CORPORATION: COMPANY SNAPSHOT 113
FIGURE 29 ORACLE: SWOT ANALYSIS 116
FIGURE 30 AVAYA INC.: COMPANY SNAPSHOT 117
FIGURE 31 AVAYA: SWOT ANALYSIS 119
FIGURE 32 NICE SYSTEMS: COMPANY SNAPSHOT 120
FIGURE 33 NICE SYSTEMS: SWOT ANALYSIS 122
FIGURE 34 NOKIA: COMPANY SNAPSHOT 123
FIGURE 35 NOKIA: SWOT ANALYSIS 125
FIGURE 36 SAP: COMPANY SNAPSHOT 127
FIGURE 37 SAP: SWOT ANALYSIS 129
FIGURE 38 OPENTEXT: COMPANY SNAPSHOT 130
FIGURE 39 TECH MAHINDRA: COMPANY SNAPSHOT 132
FIGURE 40 VERINT SYSTEMS: COMPANY SNAPSHOT 134
FIGURE 41 ZENDESK: COMPANY SNAPSHOT 137
FIGURE 42 SDL: COMPANY SNAPSHOT 139

 

ページTOPに戻る

あなたが最近チェックしたレポート一覧

  • 最近チェックしたレポートはありません。

お問合は、お電話またはWEBから承ります。お見積もりの作成もお気軽にご相談ください。

webからのお問合せはこちらのフォームから承ります

このレポートへのお問合せ

03-3582-2531

電話お問合せもお気軽に

<無料>メルマガに登録する

 

 

ページTOPに戻る