The global customer experience management market size accounted for USD 15.50 billion in 2024, grew to USD 17.86 billion in 2025 and is expected to be worth around USD 63.81 billion by 2034, registering a CAGR of 15.2% between 2024 and 2034. The North America customer experience management market size is calculated at USD 6.82 billion in 2024 and is estimated to grow at a CAGR of 15.33% during the forecast period.
1.1. Research Objective
1.2. Scope of the Study
1.3. Definition
2.1. Research Approach
2.2. Data Sources
2.3. Assumptions & Limitations
3.1. Market Snapshot
4.1. Introduction
4.2. Market Classification and Scope
4.3. Industry Value Chain Analysis
4.3.1. Raw Material Procurement Analysis
4.3.2. Sales and Distribution Channel Analysis
4.3.3. Downstream Buyer Analysis
5.1. COVID-19 Landscape: Customer Experience Management Industry Impact
5.2. COVID 19 - Impact Assessment for the Industry
5.3. COVID 19 Impact: Global Major Government Policy
5.4. Market Trends and Opportunities in the COVID-19 Landscape
6.1. Market Dynamics
6.1.1. Market Drivers
6.1.2. Market Restraints
6.1.3. Market Opportunities
6.2. Porter’s Five Forces Analysis
6.2.1. Bargaining power of suppliers
6.2.2. Bargaining power of buyers
6.2.3. Threat of substitute
6.2.4. Threat of new entrants
6.2.5. Degree of competition
7.1.1. Company Market Share/Positioning Analysis
7.1.2. Key Strategies Adopted by Players
7.1.3. Vendor Landscape
7.1.3.1. List of Suppliers
7.1.3.2. List of Buyers
8.1. Customer Experience Management Market, by Deployment, 2024-2034
8.1.1. Cloud
8.1.1.1. Market Revenue and Forecast (2021-2034)
8.1.2. On-premise
8.1.2.1. Market Revenue and Forecast (2021-2034)
9.1. Customer Experience Management Market, by Touch Point Type, 2024-2034
9.1.1. Store
9.1.1.1. Market Revenue and Forecast (2021-2034)
9.1.2. Call centers
9.1.2.1. Market Revenue and Forecast (2021-2034)
9.1.3. Social media platforms
9.1.3.1. Market Revenue and Forecast (2021-2034)
9.1.4. Email
9.1.4.1. Market Revenue and Forecast (2021-2034)
9.1.5. Mobile
9.1.5.1. Market Revenue and Forecast (2021-2034)
9.1.6. Web services
9.1.6.1. Market Revenue and Forecast (2021-2034)
9.1.7. Others
9.1.7.1. Market Revenue and Forecast (2021-2034)
10.1. Customer Experience Management Market, by Analytical Tool, 2024-2034
10.1.1. EFM software
10.1.1.1. Market Revenue and Forecast (2021-2034)
10.1.2. Speech analytics
10.1.2.1. Market Revenue and Forecast (2021-2034)
10.1.3. Text analytics
10.1.3.1. Market Revenue and Forecast (2021-2034)
10.1.4. Web analytics
10.1.4.1. Market Revenue and Forecast (2021-2034)
10.1.5. Others
10.1.5.1. Market Revenue and Forecast (2021-2034)
11.1. Customer Experience Management Market, by End-Use, 2024-2034
11.1.1. Construction/Real estate
11.1.1.1. Market Revenue and Forecast (2021-2034)
11.1.2. IT & Telecom
11.1.2.1. Market Revenue and Forecast (2021-2034)
11.1.3. BFSI
11.1.3.1. Market Revenue and Forecast (2021-2034)
11.1.4. Healthcare
11.1.4.1. Market Revenue and Forecast (2021-2034)
11.1.5. Manufacturing
11.1.5.1. Market Revenue and Forecast (2021-2034)
11.1.6. Service business
11.1.6.1. Market Revenue and Forecast (2021-2034)
11.1.7. Government
11.1.7.1. Market Revenue and Forecast (2021-2034)
11.1.8. Retail
11.1.8.1. Market Revenue and Forecast (2021-2034)
11.1.9. Others
11.1.9.1. Market Revenue and Forecast (2021-2034)
12.1. North America
12.1.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.1.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.1.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.1.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.1.5. U.S.
12.1.5.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.1.5.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.1.5.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.1.5.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.1.6. Rest of North America
12.1.6.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.1.6.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.1.6.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.1.6.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.2. Europe
12.2.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.2.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.2.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.2.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.2.5. UK
12.2.5.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.2.5.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.2.5.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.2.5.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.2.6. Germany
12.2.6.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.2.6.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.2.6.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.2.6.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.2.7. France
12.2.7.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.2.7.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.2.7.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.2.7.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.2.8. Rest of Europe
12.2.8.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.2.8.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.2.8.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.2.8.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.3. APAC
12.3.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.3.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.3.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.3.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.3.5. India
12.3.5.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.3.5.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.3.5.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.3.5.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.3.6. China
12.3.6.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.3.6.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.3.6.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.3.6.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.3.7. Japan
12.3.7.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.3.7.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.3.7.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.3.7.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.3.8. Rest of APAC
12.3.8.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.3.8.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.3.8.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.3.8.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.4. MEA
12.4.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.4.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.4.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.4.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.4.5. GCC
12.4.5.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.4.5.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.4.5.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.4.5.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.4.6. North Africa
12.4.6.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.4.6.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.4.6.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.4.6.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.4.7. South Africa
12.4.7.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.4.7.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.4.7.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.4.7.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.4.8. Rest of MEA
12.4.8.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.4.8.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.4.8.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.4.8.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.5. Latin America
12.5.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.5.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.5.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.5.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.5.5. Brazil
12.5.5.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.5.5.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.5.5.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.5.5.4. Market Revenue and Forecast, by End-Use (2021-2034)
12.5.6. Rest of LATAM
12.5.6.1. Market Revenue and Forecast, by Deployment (2021-2034)
12.5.6.2. Market Revenue and Forecast, by Touch Point Type (2021-2034)
12.5.6.3. Market Revenue and Forecast, by Analytical Tool (2021-2034)
12.5.6.4. Market Revenue and Forecast, by End-Use (2021-2034)
13.1. Adobe
13.1.1. Company Overview
13.1.2. Product Offerings
13.1.3. Financial Performance
13.1.4. Recent Initiatives
13.2. Fresh works Inc
13.2.1. Company Overview
13.2.2. Product Offerings
13.2.3. Financial Performance
13.2.4. Recent Initiatives
13.3. SAP SE
13.3.1. Company Overview
13.3.2. Product Offerings
13.3.3. Financial Performance
13.3.4. Recent Initiatives
13.4. SAP SE
13.4.1. Company Overview
13.4.2. Product Offerings
13.4.3. Financial Performance
13.4.4. Recent Initiatives
13.5. SAS Institute Inc.
13.5.1. Company Overview
13.5.2. Product Offerings
13.5.3. Financial Performance
13.5.4. Recent Initiatives
13.6. Serive Management Group
13.6.1. Company Overview
13.6.2. Product Offerings
13.6.3. Financial Performance
13.6.4. Recent Initiatives
13.7. Tech Mahindra Limited
13.7.1. Company Overview
13.7.2. Product Offerings
13.7.3. Financial Performance
13.7.4. Recent Initiatives
13.8. Verint
13.8.1. Company Overview
13.8.2. Product Offerings
13.8.3. Financial Performance
13.8.4. Recent Initiatives
13.9. Clarabridge
13.9.1. Company Overview
13.9.2. Product Offerings
13.9.3. Financial Performance
13.9.4. Recent Initiatives
13.10. GeneSys
13.10.1. Company Overview
13.10.2. Product Offerings
13.10.3. Financial Performance
13.10.4. Recent Initiatives
14.1. Primary Research
14.2. Secondary Research
14.3. Assumptions
15.1. About Us
15.2. Glossary of Terms
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