Global Customer Experience Management (CEM) Market 2021 Growth, COVID Impact, Trends Analysis Report 2027

Global Customer Experience Management (CEM) Market is expected to rise at a moderate CAGR during the forecast period from 2021 to 2027. The growing traction of cloud-based customer experience management among various companies has surged the growth of customer experience management market. The key factor propelling the growth of the CEM market is the increasing focus of various organizations to retain their customers by providing enhanced customer experience across various channels. Customer experience management enables the organizations to strengthen brand presence, increase customer loyalty and reduce customer churn, thus, resulting in the market growth of the market. CEM focuses on creating a differentiated experience at various touchpoints that the customer chooses to interact with the company. Moreover, customers are seeking various technological solutions to get information and to make purchase decisions. The retailers through various touchpoints such as call centers, web services, mobile, and social media, collect the customer information and may get customer preferences by analyzing the personalized insights. Therefore, the retailers through customer insights deliver enhanced customer experience.

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The CEM market is rapidly expanding in the Asia-Pacific and witnessing a significant growth specifically in the countries including China, India, Thailand, Indonesia, Vietnam, and the Philippines. The factors propelling the rising demand for consumer experience management software are the wide base of call centers, increasing penetration of social media among consumers, rising disposable income. Moreover, increased investment by various private organizations to enhance the customer experience has surged the market share of customer experience management. The major players that contribute to the growth of the customer experience management market include Adobe System Inc., Avaya, Inc., CA Technologies, Inc., NICE Systems, Inc., Chime Technologies Inc, Clarabridge, Freshworks Inc., IBM Corp., Nokia Networks, Oracle Corp., Qualtrics, SAP SE, Tech Mahindra, Ltd., and others.

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Global Customer Experience Management (CEM) Market Segmentation

By Deployment
• On-premise Deployment
• On-demand Deployment

By End-User
• Telecom & IT
• Energy and utilities
• Manufacturing
• Healthcare
• BFSI
• Other (Retail)

Regional Analysis

North America
• United States
• Canada

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

Asia-Pacific
• India
• China
• Japan
• Rest of APAC
Rest of The World

• COMPANY PROFILES
Adobe System, Inc.
Avaya, Inc.
CA Technologies, Inc.
Clarabridge, Inc.
Freshworks, Inc.
Genesys Telecommunications Laboratories, Inc.
IBM Corp.
Medallia, Inc.
NICE Systems, Inc.
Nokia Corp.
OpenText Corp.
Oracle Corp.
Qualtrics
SAP SE
SAS Institute, Inc.
SDL PLC
Sitecore Holding II A/S
Tech Mahindra, Ltd.
Verint System, Inc.
Zendesk, Inc.

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