The global customer experience management software market size reached USD 14,635.8 Million in 2024. Looking forward, IMARC Group expects the market to reach USD 39,704.7 Million by 2033, exhibiting a growth rate (CAGR) of 11.73% during 2025-2033.
Report Attribute
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Key Statistics
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Base Year
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2024
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Forecast Years
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2025-2033
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Historical Years
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2019-2024
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Market Size in 2024
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USD 14,635.8 Million |
Market Forecast in 2033
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USD 39,704.7 Million |
Market Growth Rate 2025-2033 | 11.73% |
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.
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.
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 2025-2033. Our report has categorized the market based on component, touchpoint, deployment mode, organization size and industries.
Breakup by Component:
Breakup by Touchpoint:
Breakup by Deployment Mode:
Breakup by Organization Size:
Breakup by Industries:
Breakup by Region:
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 Features | Details |
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Base Year of the Analysis | 2024 |
Historical Period | 2019-2024 |
Forecast Period | 2025-2033 |
Units | Million USD |
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 |
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) |
The global customer experience management software market was valued at USD 14,635.8 Million in 2024.
We expect the global customer experience management software market to exhibit a CAGR of 11.73% during 2025-2033.
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.