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

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

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The global customer experience management market is segmented by touchpoint, industry, and geography. In terms of touchpoint, the market is segmented into web, mobile, contact center, social media, and others. Industries such as healthcare, media and entertainment, retail, public sector, BFSI, manufacturing, and others are anticipated to experience tremendous growth in the customer experience management market. This report analyzes the customer experience management market on the basis of geography into North America, Europe, Asia-Pacific, and Latin America, Middle East and Africa (LAMEA).

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

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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.

Table Of Contents:
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
4. Global customer experience management (CEM) market by touchpoint
4.1. Social media
4.1.1. Historical market size by region, 2014-2016
4.1.2. Market forecast by region, 2017-2025
4.2. Web

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