Customer Experience Management Software Market Report by Component (Solutions, Services), Touchpoint (Stores/Branches, Call Centers, Social Media Platform, Email, Mobile, Web Services, and Others), Deployment Mode (On-premises, Cloud-based), Organization Size (Large Enterprises, Small and Medium-sized Enterprises), Industries (Retail, BFSI, IT and Telecommunication, Healthcare, Media and Entertainment, Government Sector, and Others), and Region 2024-2032
The global customer experience management software market size reached US$ 13,042.6 Million in 2023. Looking forward, IMARC Group expects the market to reach US$ 37,542.1 Million by 2032, exhibiting a growth rate (CAGR) of 12.2% during 2024-2032.
Report Attribute
Key Statistics
Base Year
2023
Forecast Years
2024-2032
Historical Years
2018-2023
Market Size in 2023
US$ 13,042.6 Million
Market Forecast in 2032
US$ 37,542.1 Million
Market Growth Rate 2024-2032
12.2%
Customer experience management (CEM) software assists in tracking, reacting and monitoring customer reactions with a brand to meet expectations and improve their overall experience. It also aids in analyzing feedback and facilitates organizations with comprehensive insights that help take actions for favorable business outcomes. It stores all the information of customers with real-time updates that are easy to share with different teams. As a result, it finds extensive applications in retail, healthcare, media and entertainment (M&E), and banking, financial services and insurance (BFSI) sectors worldwide.
Note: Information in the above chart consists of dummy data and is only shown here for representation purpose. Kindly contact us for the actual market size and trends.
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With the growing competitive market scenario, brands nowadays are adopting customer-centric approach strategies and considerably relying on customer feedback and experience to increase their profitability. They are also focusing on mergers and acquisitions (M&A), product launches, strategic developments, and partnerships and collaborations to influence their overall sales positively. Moreover, the flourishing e-commerce sector on account of the rising reliance on smartphones and convenience offered via online shopping websites like free home delivery and easy return policies is strengthening the growth of the market. Apart from this, the escalating demand for cloud-based CEM software around the world is bolstering the growth of the market. In addition, as customers are using multiple platforms like mobile apps, websites, and chats, there is a need for collecting customer reviews on a unified platform. This, coupled with the increasing applications of CEM software to determine and cater to the needs of the customers, is positively influencing the market. Besides this, rapid digitalization, increasing investments from venture capitalists, and the rising digital customer interactions across the globe are catalyzing the demand for CEM software solutions.
Key Market Segmentation:
IMARC Group provides an analysis of the key trends in each sub-segment of the global customer experience management software market report, along with forecasts at the global, regional and country level from 2024-2032. Our report has categorized the market based on component, touchpoint, deployment mode, organization size and industries.
Breakup by Component:
Note: Information in the above chart consists of dummy data and is only shown here for representation purpose. Kindly contact us for the actual market size and trends.
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Solutions
Services
Breakup by Touchpoint:
Stores/Branches
Call Centers
Social Media Platform
Email
Mobile
Web Services
Others
Breakup by Deployment Mode:
On-premises
Cloud-based
Breakup by Organization Size:
Large Enterprises
Small and Medium-sized Enterprises
Breakup by Industries:
Retail
BFSI
IT and Telecommunication
Healthcare
Media and Entertainment
Government Sector
Others
Breakup by Region:
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North America
United States
Canada
Asia-Pacific
China
Japan
India
South Korea
Australia
Indonesia
Others
Europe
Germany
France
United Kingdom
Italy
Spain
Russia
Others
Latin America
Brazil
Mexico
Others
Middle East and Africa
Competitive Landscape:
The competitive landscape of the industry has also been examined along with the profiles of the key players being Adobe Inc., Avaya Inc., Clarabridge (Qualtrics International), International Business Machines Corporation, Medallia Inc., NICE Ltd., Oracle Corporation, Salesforce.com Inc., SAP SE, SAS Institute Inc., Tech Mahindra Limited, Verint Systems Inc. and Zendesk.
Report Coverage:
Report Features
Details
Base Year of the Analysis
2023
Historical Period
2018-2023
Forecast Period
2024-2032
Units
US$ Million
Segment Coverage
Component, Touchpoint, Deployment Mode, Organization Size, Industries, Region
Region Covered
Asia Pacific, Europe, North America, Latin America, Middle East and Africa
Countries Covered
United States, Canada, Germany, France, United Kingdom, Italy, Spain, Russia, China, Japan, India, South Korea, Australia, Indonesia, Brazil, Mexico
Companies Covered
Adobe Inc., Avaya Inc., Clarabridge (Qualtrics International), International Business Machines Corporation, Medallia Inc., NICE Ltd., Oracle Corporation, Salesforce.com Inc., SAP SE, SAS Institute Inc., Tech Mahindra Limited, Verint Systems Inc., Zendesk.
Customization Scope
10% Free Customization
Report Price and Purchase Option
Single User License: US$ 3899
Five User License: US$ 4899
Corporate License: US$ 5899
Post-Sale Analyst Support
10-12 Weeks
Delivery Format
PDF and Excel through Email (We can also provide the editable version of the report in PPT/Word format on special request)
Key Questions Answered in This Report
The global customer experience management software market was valued at US$ 13,042.6 Million in 2023.
We expect the global customer experience management software market to exhibit a CAGR of 12.2% during 2024-2032.
The growing popularity of cloud-based customer experience management software to determine and cater to the diversified needs of the customers, is primarily driving the global customer experience management software market.
The sudden outbreak of the COVID-19 pandemic has led to the rising adoption of customer experience management software across numerous end use sectors, to remotely ensure the changing consumer preferences, particularly during the lockdown scenario.
Based on the component, the global customer experience management software market has been segmented into solutions and services. Currently, solutions hold the majority of the total market share.
Based on the touchpoint, the global customer experience management software market can be divided
into stores/branches, call centers, social media platform, email, mobile, web services, and others.
Among these, call centers exhibit a clear dominance in the market.
Based on the deployment mode, the global customer experience management software market has been categorized into on-premises and cloud-based, where cloud-based currently accounts for the majority of the global market share.
Based on the organization size, the global customer experience management software market can be segregated into large enterprises and small and medium-sized enterprises. Currently, large enterprises hold the largest market share.
On a regional level, the market has been classified into North America, Asia-Pacific, Europe, Latin America, and Middle East and Africa, where North America currently dominates the global market.
Some of the major players in the global customer experience management software market include Adobe Inc., Avaya Inc., Clarabridge (Qualtrics International), International Business Machines Corporation, Medallia Inc., NICE Ltd., Oracle Corporation, Salesforce.com Inc., SAP SE, SAS Institute Inc., Tech Mahindra Limited, Verint Systems Inc., and Zendesk.
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