Market Highlights:
Customer experience management an be defined as a process by which a company tracks the interaction between consumers and the organizations. This process takes place throughout a particular consumer lifecycle. The organization has a customer experience management process to meet consumer requirements and loyalty. Customer experience management requires an extensive strategy to manage customer experiences.
The factors contributing to the growth of the customer experience management market are the growing need to meet consumer satisfaction, increasing e-commerce, competitive environment and growing focus towards consumer oriented market. However, choosing the right technology and consistency across various verticals are hindering the growth of the customer experience management market.
Geographically, North America accounted for the largest market share in the global customer experience management market, whereas Asia-Pacific is expected to grow at a fast pace over the forecast period, 2017-2023.
The Customer Experience Analytics Market is growing rapidly over 14% of CAGR and is expected to reach at approx. USD 12 billion by the end of forecast period.
Major Key Players:
- Adobe Systems Incorporated (U.S.)
- Oracle Corporation (U.S.)
- IBM Corporation (U.S.)
- Nokia Networks (Finland)
- Tech Mahindra Limited (India)
- Avaya Inc. (U.S.)
- SDL (U.K.)
- SAS Institute Inc. (U.S.)
- OpenText Corporation (Canada)
- HP Inc. (U.S.)
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Customer Experience Analytics Market Segmentation:
The customer experience analytics market has been segmented on the basis of touch points, solution and vertical. The vertical segment is further bifurcated into BFSI, manufacturing, healthcare, retail, travel and hospitality and government. Out of these, the manufacturing segment is expected to grow at the highest CAGR during the forecast period.
Mobile phones too are very much useful in sending alerts and request callbacks which ultimately helps in collecting customer feedback. So mobile phones play an important role in customer experience analytics.
Intended Audience:
- Technology investors
- Integrated device manufacturers (IDMs)
- Original equipment manufacturers (OEMs)
- Research/Consultancy firms
Regional Analysis:
The regional analysis of customer experience analytics market is being studied for regions such as Asia Pacific, North America, Europe and Rest of the World. It has been observed that North America is estimated to account for the largest share of the market, whereas Asia-Pacific is projected to grow at the fastest rate during the forecast period.
The major factor in the growth of customer experience analytics market in North America attributes to the presence of key companies like Oracle, Adobe, IBM in that region.
Table of Contents
1 Market Introduction
1.1 Introduction
1.2 Scope of Study
1.2.1 Research Objective
1.2.2 Assumptions
1.2.3 Limitations
1.3 Market Structure
2 Research Methodology
2.1 Research Type
2.2 Primary Research
2.3 Secondary Research
2.4 Forecast Model
2.4.1 Market Data Collection, Analysis & Forecast
2.4.2 Market Size Estimation
Continued….
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List of Tables
Table 1 Customer Experience Analytics Market, By Touch Point
Table 2 Customer Experience Analytics Market, By Solution
Table 3 Customer Experience Analytics Market, By Vertical
Continued….
List of Figures
Figure 1 Research Type
Figure 2 Customer Experience Analytics Market, By Touch Point (%)
Figure 3 Customer Experience Analytics Market, By Solution (%)
Continued….
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