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Published: Sep, 2019 | Pages:
103 | Publisher: Grand View Research
Industry: ICT | Report Format: Electronic (PDF)
The North America customer experience management market size is expected to reach USD 7,496.7 million by 2025, registering a CAGR of 17.1% from 2019 to 2025, according to a new report by Grand View Research, Inc. Owing to the intensifying competition across industries, organizations are steadily shifting from the traditional strategy of chasing sales targets and marketing to providing enhanced customer experience as a way of building long-term relationships with customers. As a result, it has become essential for an organization to understand the changing needs of customers. Thus, the continuous evaluation of customer feedbacks to fetch valuable customer insights as a way of adding business value is becoming one of the top priorities across industries. Moreover, the rising focus of companies on integration with social media and mobile platforms to connect with customers and deliver enhanced customer service is also expected to drive the adoption of CEM tools in the near future. In addition, big data analytics is transforming business operations and customer interaction, necessitating it for companies to adopt advanced customer experience management solutions. In terms of deployment, the adoption of cloud-based CEM tools has been on the rise in recent years. Cloud-based CEM solutions help organizations to address customer needs while providing a personalized experience. The cloud facilitates organizations to easily and quickly upgrade features across different channels to accelerate business transformation and, in turn, gain a competitive edge. A notable trend observed in the market is the migration of companies from large CEM vendors to small CEM vendors who offer industry-specific tailor-made solutions. This process is driven by two major factors, including pricing strategies of smaller vendors and their ability to offer customizable solutions. Large vendors are expected not to relinquish their share but witness slow growth. Another key trend observed in the North America market is the increasing emphasis of large and medium-sized companies on providing multichannel services to deliver a seamless experience to customers across all touch points channels. Organizations are adopting business analytics tools such as sentiment analytics, speech analytics, and text analytics. Such efforts are expected to help enterprises understand the critical insights from unstructured data gathered from interactions with customers to provide enhanced digital services. Further key findings from the report suggest: • The web services touch point segment is anticipated to witness the highest CAGR of 18.8% over the forecast period • The speech analytics analytical tools segment is anticipated to grow at the highest CAGR of 19.2% over the forecast period. The rising number of contact centers and need for real-time cloud analytical solutions to enhance customer experience is anticipated to strengthen the growth prospects of the segment • The cloud deployment segment is anticipated to register at the highest CAGR over the forecast period. The promising rate of advancement of cloud computing technologies is expected to create a steady demand for cloud deployment • Key players in the North America CEM market include Oracle, SDL Plc, Verint, Tech Mahindra Limited and Zendesk.
Table of Contents
Chapter 1 Executive Summary
Chapter 2 Methodology and Scope
2.1 Research Methodology
2.2 Assumptions
2.3 List of Data Sources
Chapter 3 Introduction
3.1 Research Scope & Market Segmentation
Chapter 4 Market Trends: Drivers & Opportunities
4.1 Key Industry Trends
4.1.1 Technology trends
4.1.2 Supplier/vendor trends
4.1.3 Regulatory trends
4.1.4 Buyer/application trends
4.2 Market Driver Analysis
4.2.1 Proliferation of digital technology
4.2.2 Increasing need for customer retention
4.2.3 Growing demand for cloud-based CEM in SMBs
4.3 Market Restraint Analysis
4.3.1 Inconsistent customer experience across multiple channels
4.4 Value Chain Analysis
4.5 Opportunity Assessment
4.6 Porter's Five Forces Analysis
4.7 Key Company Analysis
4.7.1 CEM market: Key company analysis, 2018
4.8 PESTEL Analysis
Chapter 5 Customer Experience Management (CEM) Market Trends, By Analytical Tool
5.1 North America Customer Experience Management (CEM) Market: Analytical Tool Movement Analysis, 2018 & 2025
5.2 Enterprise Feed Management (EFM) Software
5.2.1 North America CEM market for EFM software segment, by countries, 2015 - 2025 (USD Million)
5.3 Speech Analytics
5.3.1 North America CEM market for speech analytics segment, by countries, 2015 - 2025 (USD Million)
5.4 Text Analytics
5.4.1 North America CEM market for text analytics segment, by countries, 2015 - 2025 (USD Million)
5.5 Web Analytics
5.5.1 North America CEM market for web analytics segment, by countries, 2015 - 2025 (USD Million)
5.6 Other Analytics
5.6.1 North America CEM market for other analytics segment, by countries, 2015 - 2025 (USD Million)
Chapter 6 Customer Experience Management (CEM) Market Trends, By Touch Point Type
6.1 North America Customer Experience Management (CEM) Market: Touch Point Type Movement Analysis, 2018 & 2025
6.2 Store/Branches
6.2.1 North America CEM market for store/branches segment, by countries, 2015 - 2025 (USD Million)
6.3 Call Centers
6.3.1 North America CEM market for call centers segment, by countries, 2015 - 2025 (USD Million)
6.4 Social Media Platform
6.4.1 North America CEM market for social media platform segment, by countries, 2015 - 2025 (USD Million)
6.5 Email
6.5.1 North America CEM market for email segment, by countries, 2015 - 2025 (USD Million)
6.6 Mobile
6.6.1 North America CEM market for mobile segment, by countries, 2015 - 2025 (USD Million)
6.7 Web Services
6.7.1 North America CEM market for web services segment, by countries, 2015 - 2025 (USD Million)
6.8 Others
6.8.1 North America CEM market for others segment, by countries, 2015 - 2025 (USD Million)
Chapter 7 Customer Experience Management (CEM) Market Trends, By Deployment Type
7.1 North America Customer Experience Management (CEM) Market: Deployment Movement Analysis, 2018 & 2025
7.2 Cloud
7.2.1 North America CEM market for cloud segment, by countries, 2015 - 2025 (USD Million)
7.3 On-premise
7.3.1 North America CEM market for on-premise segment, by countries, 2015 - 2025 (USD Million)
Chapter 8 Customer Experience Management (CEM) Market Trends, By End User
8.1 North America Customer Experience Management (CEM) Market: End User Movement Analysis, 2018 & 2025
8.2 BFSI
8.2.1 North America CEM market for BFSI segment, by countries, 2015 - 2025 (USD Million)
8.3 Retail
8.3.1 North America CEM market for retail segment, by countries, 2015 - 2025 (USD Million)
8.4 Healthcare
8.4.1 North America CEM market for healthcare segment, by countries, 2015 - 2025 (USD Million)
8.5 IT & Telecom
8.5.1 North America CEM market for IT & telecom segment, by countries, 2015 - 2025 (USD Million)
8.6 Manufacturing
8.6.1 North America CEM market for manufacturing segment, by countries, 2015 - 2025 (USD Million)
8.7 Government, Energy & Utilities
8.7.1 North America CEM market for government, energy & utilities segment, by countries, 2015 - 2025 (USD Million)
8.8 Others
8.8.1 North America CEM market for others segment, by countries, 2015 - 2025 (USD Million)
Chapter 9 North America Customer Experience Management (CEM) Market Trends, By Country
9.1 North America Customer Experience Management (CEM) market, 2015 - 2025 (USD Million)
9.2 U.S.
9.2.1 U.S. CEM market, by analytical tool segment, 2015 - 2025 (USD Million)
9.2.2 U.S. CEM market, by touch point type segment, 2015 - 2025 (USD Million)
9.2.3 U.S. CEM market, by deployment segment, 2015 - 2025 (USD Million)
9.2.4 U.S. CEM market, by end user segment, 2015 - 2025 (USD Million)
9.3 Canada
9.3.1 Canada CEM market, by analytical tool segment, 2015 - 2025 (USD Million)
9.3.2 Canada CEM market, by touch point type segment, 2015 - 2025 (USD Million)
9.3.3 Canada CEM market, by deployment segment, 2015 - 2025 (USD Million)
9.3.4 Canada CEM market, by end user segment, 2015 - 2025 (USD Million)
Chapter 10 Competitive landscape
10.1 Company Profiles
10.1.1 Adobe
10.1.1.1 Company overview
10.1.1.2 Product benchmarking
10.1.1.3 Financial performance
10.1.1.4 Recent initiatives
10.1.2 Avaya Inc.
10.1.2.1 Company overview
10.1.2.2 Product benchmarking
10.1.2.3 Financial performance
10.1.2.4 Recent initiatives
10.1.3 Clarabridge
10.1.3.1 Company overview
10.1.3.2 Product benchmarking
10.1.3.3 Recent initiatives
10.1.4 Freshworks Inc.
10.1.4.1 Company overview
10.1.4.2 Product benchmarking
10.1.4.3 Recent initiatives
10.1.5 GENESYS
10.1.5.1 Company overview
10.1.5.2 Product benchmarking
10.1.5.3 Recent initiatives
10.1.6 IBM Corporation
10.1.6.1 Company overview
10.1.6.2 Product benchmarking
10.1.6.3 Financial performance
10.1.7 Medallia Inc.
10.1.7.1 Company overview
10.1.7.2 Product benchmarking
10.1.7.3 Recent initiatives
10.1.8 Nokia Networks
10.1.8.1 Company overview
10.1.8.2 Product benchmarking
10.1.8.3 Recent initiatives
10.1.9 Open Text Corporation
10.1.9.1 Company overview
10.1.9.2 Product benchmarking
10.1.9.3 Financial performance
10.1.9.4 Recent initiatives
10.1.10 Oracle
10.1.10.1 Company overview
10.1.10.2 Product benchmarking
10.1.10.3 Financial performance
10.1.10.4 Recent initiatives
10.1.11 QUALTRICS
10.1.11.1 Company overview
10.1.11.2 Product benchmarking
10.1.11.3 Recent initiatives
10.1.12 SAP SE
10.1.12.1 Company overview
10.1.12.2 Product benchmarking
10.1.12.3 Financial performance
10.1.12.4 Recent initiatives
10.1.13 SAS INSTITUTE INC.
10.1.13.1 Company overview
10.1.13.2 Product benchmarking
10.1.14 SDL Plc
10.1.14.1 Company overview
10.1.14.2 Product benchmarking
10.1.14.3 Financial performance
10.1.15 Tech Mahindra Limited
10.1.15.1 Company overview
10.1.15.2 Product benchmarking
10.1.15.3 Financial performance
10.1.15.4 Recent initiatives
10.1.16 Verint
10.1.16.1 Company overview
10.1.16.2 Product benchmarking
10.1.16.3 Financial performance
10.1.16.4 Recent initiatives
10.1.17 Zendesk
10.1.17.1 Company overview
10.1.17.2 Product benchmarking
10.1.17.3 Financial performance
10.1.17.4 Recent initiatives
List of Tables TABLE 1 North America CEM market, 2015 - 2025 (USD Million) TABLE 2 North America CEM market, by analytical tool, 2015 - 2025 (USD Million) TABLE 3 North America CEM market, by touch point type, 2015 - 2025 (USD Million) TABLE 4 North America CEM market, by deployment, 2015 - 2025 (USD Million) TABLE 5 North America CEM market, by end user, 2015 - 2025 (USD Million) TABLE 6 Market driver analysis TABLE 7 Market restraint analysis TABLE 8 Market revenue (USD Million) for CEM vendors by analytical tools, 2018 TABLE 9 North America CEM market for EFM software segment, by countries, 2015 - 2025 (USD Million) TABLE 10 North America CEM market for speech analytics segment, by countries, 2015 - 2025 (USD Million) TABLE 11 North America CEM market for text analytics segment, by countries, 2015 - 2025 (USD Million) TABLE 12 North America CEM market for web analytics segment, by countries, 2015 - 2025 (USD Million) TABLE 13 North America CEM market for others segment, by countries, 2015 - 2025 (USD Million) TABLE 14 North America CEM market for store/branches segment, by countries, 2015 - 2025 (USD Million) TABLE 15 North America CEM market for call centers segment, by countries, 2015 - 2025 (USD Million) TABLE 16 North America CEM market for social media platform segment, by countries, 2015 - 2025 (USD Million) TABLE 17 North America CEM market for email segment, by countries, 2015 - 2025 (USD Million) TABLE 18 North America CEM market for mobile segment, by countries, 2015 - 2025 (USD Million) TABLE 19 North America CEM market for web services segment, by countries, 2015 - 2025 (USD Million) TABLE 20 North America CEM market for others segment, by countries, 2015 - 2025 (USD Million) TABLE 21 North America CEM market for cloud segment, by countries, 2015 - 2025 (USD Million) TABLE 22 North America CEM market for on-premise segment, by countries, 2015 - 2025 (USD Million) TABLE 23 North America CEM market for BFSI segment, by countries, 2015 - 2025 (USD Million) TABLE 24 North America CEM market for retail segment, by countries, 2015 - 2025 (USD Million) TABLE 25 North America CEM market for healthcare segment, by countries, 2015 - 2025 (USD Million) TABLE 26 North America CEM market for IT & telecom segment, by countries, 2015 - 2025 (USD Million) TABLE 27 North America CEM market for manufacturing segment, by countries, 2015 - 2025 (USD Million) TABLE 28 North America CEM market for government, energy & utilities segment, by countries, 2015 - 2025 (USD Million) TABLE 29 North America CEM market for others segment, by countries, 2015 - 2025 (USD Million) TABLE 30 North America CEM market by countries, 2015 - 2025 (USD Million) TABLE 31 U.S. CEM market, by analytical tools segment, 2015 - 2025 (USD Million) TABLE 32 U.S. CEM market, by touch point type segment, 2015 - 2025 (USD Million) TABLE 33 U.S. CEM market, by deployment segment, 2015 - 2025 (USD Million) TABLE 34 U.S. CEM market, by end user segment, 2015 - 2025 (USD Million) TABLE 35 Canada CEM market, by analytical tools segment, 2015 - 2025 (USD Million) TABLE 36 Canada CEM market, by touch point type segment, 2015 - 2025 (USD Million) TABLE 37 Canada CEM market, by deployment segment, 2015 - 2025 (USD Million) TABLE 38 Canada CEM market, by end user segment, 2015 - 2025 (USD Million) List of Figures FIG. 1 Market segmentation FIG. 2 Value chain analysis FIG. 3 Porter's five forces analysis FIG. 4 PESTEL analysis FIG. 5 North America CEM market movement, by analytical tool, 2018 & 2025 FIG. 6 North America CEM market movement, by touch point type, 2018 & 2025 FIG. 7 North America CEM market movement, by deployment type, 2018 & 2025 FIG. 8 North America CEM market movement, by end user, 2018 & 2025
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