Customer Experience Management Market Size, Share, Opportunities And Trends By Offering (Solution, Services), By Deployment Model (On-Premise, Cloud), By End-User Industry (BFSI, Communication and Technology, Retail, Hospitality, Others) And Geography - Forecasts From 2025 To 2030

The customer experience management market is projected to grow at a CAGR of 15.75% during the forecast period.

The growth of this market is majorly attributed to intensifying competition across industries. Players across industries have been increasing their focus towards expanding their customer base and expanding it further to increase their revenues. The focus of companies towards understanding their customers’ continuously evolving needs and offering them better experience is increasing the demand for customer experience management solutions among them. The proliferation of smartphones and other mobile devices and increasing penetration of the internet across regions is offering a favourable environment for the industry players to reach out to their customers and analyze their feedback to plan their next move. This is driving the growth of the market.

DRIVERS
The proliferation of smartphones and other connected devices
The rapid growth of the retail industry

RESTRAINTS
Growing privacy and security concerns

INDUSTRY UPDATE
In November 2018, SAP announced to acquire Qualtrics, a customer and employee experience management provider, for $8 billion.
In October 2018, Mitsubishi Motors North America partnered with the leading customer experience management provider, Deal4r-FX, to launch a digital platform for its dealers entitled MICAR.

The major players profiled in the Customer Experience Management market include Adobe Systems, Oracle, IBM, Avaya, NICE, Nokia, Opentext, Verint Systems, MaritzCX, Medallia, Qualtrics, and InMoment among others.

Segmentation

The customer experience management market has been analyzed through the following segments:

By Offering
Solution
Services

By Deployment Model
On-Premise
Cloud

By End-User Industry
BFSI
Communication and Technology
Retail
Hospitality
Others

By Geography
North America
USA
Canada
Mexico

South America
Brazil
Argentina
Others

Europe
United Kingdom
Germany
France
Spain
Others

Middle East and Africa
Saudi Arabia
Israel
Others

Asia Pacific
China
Japan
Australia
India
Others

1. INTRODUCTION
1.1. Market Overview
1.2. Market Definition
1.3. Scope of the Study
1.4. Currency
1.5. Assumptions
1.6. Base, and Forecast Years Timeline
2. RESEARCH METHODOLOGY
2.1. Research Design
2.2. Secondary Sources
3. KEY FINDINGS
4. MARKET DYNAMICS
4.1. Market Segmentation
4.2. Market Drivers
4.3. Market Restraints
4.4. Market Opportunities
4.5. Porter’s Five Forces Analysis
4.5.1. Bargaining Power of Suppliers
4.5.2. Bargaining Power of Buyers
4.5.3. Threat of New Entrants
4.5.4. Threat of Substitutes
4.5.5. Competitive Rivalry in the Industry
4.6. Life Cycle Analysis - Regional Snapshot
4.7. Market Attractiveness
5. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY OFFERING
5.1. Solution
5.2. Services
6. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY DEPLOYMENT MODEL
6.1. On-Premise
6.2. Cloud
7. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY END-USER INDUSTRY
7.1. BFSI
7.2. Communication and Technology
7.3. Retail
7.4. Hospitality
7.5. Others
8. CUSTOMER EXPERIENCE MANAGEMENT MARKET BY GEOGRAPHY
8.1. North America
8.1.1. USA
8.1.2. Canada
8.1.3. Mexico
8.2. South America
8.2.1. Brazil
8.2.2. Argentina
8.2.3. Others
8.3. Europe
8.3.1. United Kingdom
8.3.2. Germany
8.3.3. France
8.3.4. Spain
8.3.5. Others
8.4. Middle East and Africa
8.4.1. Saudi Arabia
8.4.2. Israel
8.4.3. Others
8.5. Asia Pacific
8.5.1. China
8.5.2. Japan
8.5.3. Australia
8.5.4. India
8.5.5. Others
9. COMPETITIVE INTELLIGENCE
9.1. Competitive Benchmarking and Analysis
9.2. Recent Investmentss and Deals
9.3. Strategies of Key Players
10. COMPANY PROFILES
10.1. Adobe Systems
10.2. Oracle
10.3. IBM
10.4. Avaya
10.5. NICE
10.6. Nokia
10.7. Opentext
10.8. Verint Systems
10.9. Maritzcx
10.10. Medallia
10.11. Qualtrics
10.12. Inmoment.
LIST OF FIGURES
LIST OF TABLES

Adobe Systems
Oracle
IBM
Avaya
NICE
Nokia
Opentext
Verint Systems
Maritzcx
Medallia
Qualtrics
Inmoment