Customer Experience Management Market by Touch Points, by Regions, by Vertical - Global Forecasts to 2020 for the $10 Billion Industry

Jan 15, 2016, 06:10 ET from Research and Markets

DUBLIN, January 15, 2016 /PRNewswire/ --

Research and Markets ( has announced the addition of the "Customer Experience Management Market by Touch Points, by Regions, by Vertical - Global Forecast to 2020"  report to their offering. 


The global customer experience management market is expected to grow from USD 4.36 Billion in 2015 to USD 10.77 Billion by 2020, at a CAGR of 19.9% during the forecast period of 2015 to 2020. 

Adobe System, IBM Corporation, Nokia Networks, Wipro, Tech Mahindra, CGI Groups, SDL, SAP, SAS, Avaya, and OpenText are some the major players with a strong presence in this market.

Organizations in regions such as North America and Europe are one step ahead as compared to their counterparts in other regions in terms of tracking their customers and implementing the CEM solutions. They had started implementing CEM tools and techniques long ago and provide the tailored experiences on websites to win over their customers. Organizations are making necessary investments in customer experience management solutions that actually bring good ROI for them. 

In APAC and MEA, organizations understand the importance of CEM tools and have started investing in CEM tool with main focus on customer retention, customer experience transformation, contact centers, and customer acquisition. CEM presents a lot of opportunities for the telecom operators to distinguish themselves competitively in a jam-packed market and to prioritize capital and operational investments in the business according to consumer priorities and preferences. 

Customer experience management market has emerged from an individual survey process to an intelligent online interactive platforms processes and involve a large number of vendors providing CEM services. CEM solutions provide a unique, connected view of customer's journey, which helps organizations take strategic decisions based on their experience and generate consistent financial returns. CEM solutions are provided on premise as well as on cloud to help deliver personalized experience of customers to understand their behavior at every touchpoint. Along with the online tracking of customers, CEM tools also allow to place different offers and campaign at the same time, irrespective of the customer's location. 

Customer experience management market is segmented on the basis of touchpoints, verticals, and region. The touchpoints comprise company website, branch/store, web, call center, mobile, social media, email, and others. The verticals comprise IT communication service provider, telecommunication service providers, public sector energy & utilities; banking, financial services and insurance; healthcare, automotive & transportation, consumer goods & retail, media & entertainment, travel & hospitality, manufacturing, and others. The market segmentation on the basis of region covers North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America. 

Key Topics Covered: 

1 Introduction

2 Research Methodology

3 Executive Summary

4 Premium Insights

5 Market Overview

6 Industry Trends

7 Customer Experience Management Analysis, By Touchpoint

8 Customer Experience Management Analysis, By Vertical

9 Customer Experience Management Market, By Region

10 Competitive Landscape

11 Company Profiles

- Adobe Systems Incorporated 
- Avaya 
- Clarabridge 
- Ibm 
- Medallia 
- Nokia Networks 
- Opentext 
- Oracle Corporation 
- Qualtrics 
- Sap Se 
- Sas Institute Inc. 
- Satemetrix 
- SDL 
- Tech Mahindra 
- Verint Systems Inc. 

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