$13 Billion Customer Experience Management Market - Touch Point, Vertical & Region - Global Forecast to 2021 - Research and Markets

News provided by

Research and Markets

15 Dec, 2016, 12:10 GMT

DUBLIN, Dec 15, 2016 /PRNewswire/ --

Research and Markets has announced the addition of the "Customer Experience Management Market - Global Forecast to 2021" report to their offering.

The global customer experience management market is expected to grow from USD 5.06 Billion in 2016 to USD 13.18 Billion by 2021, at a CAGR of 21.1% during the forecast period. The primary drivers for the CEM market include increasing need to manage customer experience throughout the customer journey, need of retaining customers, providing competitive differentiation, and increasing e-commerce and m-commerce.

Among all touchpoints, the mobile segment is expected to grow at the highest rate during the forecast period. Mobile phones are used to access personal account information, conduct purchase transactions, receive service alerts, and request calls. In CEM, mobile phones play an important role in collecting customer feedback.

Among verticals, the manufacturing sector is expected witness the highest growth during the forecast period. This growth is primarily attributed to the focus of manufacturing companies on retaining existing and acquiring new customers. This sector also faces the challenge of increasing operational costs, economic fluctuations, and price wars. To tackle these issues, the manufacturing sector has adopted CEM solutions, which enable companies to optimize their workforce and decrease operational costs, thereby enriching customer experience across varied locations and touchpoints.

Among regions, Asia-Pacific is expected to grow at the highest rate during the forecast period. This growth is mainly attributed to the rapid growth in smartphone adoption and increasing e-commerce and m-commerce. Branch/store, mobile, and social media are the top three touchpoints in the Asia-Pacific region. This region has experienced a huge increase in smartphone users and this adoption rate is expected to grow during the forecast period. It has also fueled online mobile shopping and social media usage. Hence, organizations in this region are primarily focusing on increasing customer experience for mobile and social media touchpoints.

Some of the factors restraining the customer experience management market growth are complexity in data synchronization and subjective expectations of customers.

Companies Mentioned:

  • Adobe Systems Incorporated
  • Avaya, Inc.
  • Clarabridge Inc.
  • IBM Corporation
  • Maritzcx
  • Medallia Inc
  • Nokia Networks
  • Opentext Corporation
  • Oracle Corporation
  • SAS Institute Inc.
  • SDL PLC
  • Satmetrix Systems Inc.
  • Tech Mahindra Limited

Key Topics Covered:

1 Introduction

2 Research Methodology

3 Executive Summary

4 Premium Insights

5 Market Overview

6 Customer Experience Management Market, By Touchpoint

7 Customer Experience Management Market, By Vertical

8 Regional Analysis

9 Competitive Landscape

10 Company Profiles

11 Appendix

For more information about this report visit http://www.researchandmarkets.com/research/m6nknh/customer

Media Contact:

Laura Wood, Senior Manager
press@researchandmarkets.com 

For E.S.T Office Hours Call 1-917-300-0470
For U.S./CAN Toll Free Call 1-800-526-8630
For GMT Office Hours Call +353-1-416-8900

U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716

Related Links

http://www.researchandmarkets.com