Customer Experience Management (CEM) Market Size, Share, Trends & Forecast 2025

The customer experience management (CEM) market is expected to grow at a CAGR of 14.9% during the forecast period. The global CEM market was valued nearly $10.5 billion in 2018, which is further expected to reach nearly $27.8 billion in 2025. Rising implementation of cloud-based solutions, increasing demand for personalized experience by customers across multiple industries, and increasing demand for big data analytics, among more are the primary driving factors of the customer experience management market. There are several benefits of cloud-based solutions to businesses, which make it ideal for use across businesses. This includes increased capacity, functionality, and scalability, reduced maintenance and reduced cost for in-house staff and computer infrastructure.

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The adoption of an on-demand CEM solution is moving at an increasing rate. It is a low-cost setup that is priced under a monthly or annual subscription by the service provider. Further, on-demand is a form of cloud computing. Cloud enables the reduction of cost through operating efficiency. There are various benefits of cloud platforms including its scalability, performance and pay-as-you-go nature of cloud computing infrastructures which makes it a better preference for most of the organizations. CEM generates a large amount of data primarily from customer feedback and comprises multiple computational elements such as data processing and analytics algorithms. The integration of this data with cloud computing infrastructures provide organization opportunities for cost-effective and on-demand scaling which will create enormous opportunities for customer experience management market.

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The major players in the global CEM market include Adobe Systems, Inc., IBM Corp., Zendesk, Inc., Avaya, Inc. and SAP SE. These market players are adopting several market strategies including product launch and approvals, merger and acquisition, partnerships and collaborations, and others for gaining a strong position in the market. For instance, in January 2019, SAP SE acquired Qualtrics International Inc., a provider of experience management software. The combination leverages the new XM category by integrating Qualtrics’ experience data with operational data from SAP software. SAP and Qualtrics will offer businesses the means to deliver exceptional customer, employee, product and brand experiences.

Global Customer Experience Management Market - Segmentation

By Deployment

On-Premise Deployment
On-Demand Deployment

By End-User

Telecom & IT
Energy and utilities
Manufacturing
Healthcare
BFSI
Other (Retail)

Global Customer Experience Management Market – Segment by Region

North America

US
Canada

Europe

Germany
UK
France
Spain
Italy
Rest of Europe

Asia-Pacific

China
India
Japan
Rest of Asia-Pacific

Rest of the World

Middle East & Africa
Latin America

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