Customer Experience Management (CEM) Market - Study, Functionality, Opportunities, Strategic assessment, Global Industry Report from 2016 to 2025

Customer experience management (CEM) is the practice of building and reacting to consumer interactions to satisfy their expectations. In addition to increasing loyalty and advocacy, it involves a strategy that demands process change and an array of technologies to succeed.

Emergence of customer experience management services has helped in lowering at-risk revenue and winning over lost customers. The solution further enables business owners to engage their consumer as a sustainable element for progress. CEM further minimizes the cost of new customer acquisition.

The global customer experience management market is expected to grow at a CAGR of around 22% from 2017 to 2025.

Market By Touch Point
• Social Media
• Web
• Email
• Contact Center
• Others

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Market Dynamics:

Drivers:
• Reduction in churn-out rate
• Rise in demand for customer management services
• Growth among end-user industries such as retail, e-commerce, m-commerce, and others

Restraints:
• High maintenance among various channels
• Lack of knowledge about latest technology

Market By Vertical
• Healthcare
• Information Technologies
• Public Sector
• Consumer Goods & Retail
• Banking, Financial Services & Insurance
• Hospitality
• Automotive
• Others

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Market Players:
The key players profiled in this report include Oracle Corporation, IBM, Adobe Systems, Verint Systems, SAP SE, Tech Mahindra, Zendesk, Satmetrix, ResponseTek, ClickTale, Kana, and others.

Market By Geography

• North America
o U.S.
o Canada
o Mexico

• Europe
o UK
o Germany
o France
o Spain
o Italy
o Rest of Europe

• Asia-Pacific
o China
o Japan
o India
o Australia
o South Korea
o Rest of Asia-Pacific

• LAMEA
o Brazil
o Saudi Arabia
o South Africa
o Rest of LAMEA


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Table of Content Contain
1. Executive summary
1.1. Key findings
1.2. Market attractiveness and trend analysis
1.3. Competitive landscape and recent industry development analysis

2. Introduction
2.1. Report description
2.2. Scope and definitions
2.3. Research methodology

3. Market landscape
3.1. Growth drivers
3.1.1. Impact analysis
3.2. Restraints and challenges
3.2.1. Impact analysis
3.3. Porter’s analysis
3.3.1. Bargaining power of buyers
3.3.2. Bargaining power of suppliers
3.3.3. Threat of substitutes
3.3.4. Industry rivalry
3.3.5. Threat of new entrants
3.4. Global customer experience management (CEM) market shares analysis, 2014-2025

Continued…

List of Tables
Contain 38 Tables

List of Figures
Contain 51 Figures

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