PUBLISHER: Bizwit Research & Consulting LLP | PRODUCT CODE: 1659532
PUBLISHER: Bizwit Research & Consulting LLP | PRODUCT CODE: 1659532
Global Customer Experience Monitoring Market Size Study, by Offering (Solutions, Services), Touchpoint, Deployment Type, Organization Size, and Vertical (Travel & Hospitality, BFSI, Retail, Healthcare, IT & Telecom) and Regional Forecasts 2022-2032
The Global Customer Experience Monitoring Market is valued at approximately USD 11.4 billion in 2023 and is projected to expand at a robust CAGR of 12.2% over the forecast period from 2024 to 2032. As businesses strive to elevate customer satisfaction and enhance brand loyalty, the adoption of customer experience monitoring solutions has surged. Organizations are leveraging real-time analytics, artificial intelligence, and automation to gain deeper insights into customer behaviors, preferences, and sentiment across multiple touchpoints. These solutions facilitate data-driven decision-making, enabling businesses to refine their strategies, streamline operations, and create hyper-personalized experiences that drive customer retention and revenue growth.
With growing digital transformation initiatives across industries, enterprises are investing significantly in cloud-based CX monitoring platforms to ensure seamless omnichannel engagement. Companies are increasingly shifting towards AI-powered chatbots, speech analytics, and predictive analytics to proactively address customer concerns and enhance service quality. Additionally, the rising penetration of 5G, IoT, and big data analytics has amplified the demand for intelligent monitoring solutions that deliver real-time insights into customer interactions across social media, contact centers, mobile apps, and websites.
The customer experience monitoring market is witnessing strong growth due to increased adoption across various industry verticals, including BFSI, retail, healthcare, and travel & hospitality. Financial institutions and e-commerce players are leveraging advanced analytics to track customer satisfaction, detect churn risks, and personalize engagement. Similarly, the healthcare sector is integrating CX monitoring to enhance patient experiences, while the travel & hospitality industry is utilizing real-time feedback to optimize service delivery. However, data privacy concerns, high implementation costs, and integration complexities with legacy systems pose challenges to market expansion.
Regionally, North America dominates the customer experience monitoring market, driven by the presence of major technology providers, high digital adoption, and substantial investments in AI and analytics solutions. The United States leads the region with a strong emphasis on enhancing digital customer interactions across industries. Europe follows closely, propelled by stringent regulatory policies on consumer rights and increasing focus on personalized marketing strategies. Meanwhile, the Asia Pacific region is poised for the fastest growth, fueled by rapid digital transformation in emerging economies such as China, India, and Japan. Rising smartphone penetration, expanding e-commerce, and increased spending on cloud technologies contribute to the market's upward trajectory in the region.
Major Market Players Included in This Report:
- Oracle Corporation
- SAP SE
- Adobe Systems Inc.
- Medallia Inc.
- NICE Systems Ltd.
- Qualtrics International Inc.
- Verint Systems Inc.
- Zendesk Inc.
- OpenText Corporation
- Microsoft Corporation
- IBM Corporation
- Tech Mahindra Limited
- Salesforce.com Inc.
- Google LLC
- Cisco Systems Inc.
The Detailed Segments and Sub-segments of the Market Are Explained Below:
By Offering
- Solutions
- Services
By Touchpoint
- Web
- Mobile
- Social Media
- Contact Centers
- Email & Messaging
- Others
By Deployment Type
- On-Premises
- Cloud-Based
By Organization Size
- Small and Medium Enterprises (SMEs)
- Large Enterprises
By Vertical
- Travel & Hospitality
- BFSI
- Retail
- Healthcare
- IT & Telecom
- Others
By Region:
- North America
- U.S.
- Canada
- Europe
- UK
- Germany
- France
- Italy
- Spain
- Rest of Europe
- Asia Pacific
- China
- India
- Japan
- South Korea
- Australia
- Rest of Asia Pacific
- Latin America
- Brazil
- Mexico
- Rest of Latin America
- Middle East & Africa
- Saudi Arabia
- UAE
- South Africa
- Rest of MEA
Years Considered for the Study:
- Historical Year: 2022
- Base Year: 2023
- Forecast Period: 2024 to 2032
Key Takeaways:
- Market estimates & forecasts for 10 years from 2022 to 2032.
- Annualized revenue and regional-level analysis for each market segment.
- In-depth geographical landscape assessment with country-level insights.
- Competitive landscape with detailed information on major industry players.
- Analysis of key business strategies and recommendations for future market positioning.
- Comprehensive examination of market dynamics, including demand-side and supply-side analysis.
Table of Contents
Chapter 1. Global Customer Experience Monitoring Market Executive Summary
- 1.1. Global Customer Experience Monitoring Market Size & Forecast (2022-2032)
- 1.2. Regional Summary
- 1.3. Segmental Summary
- 1.3.1. By Offering
- Solutions
- Services
- 1.3.2. By Touchpoint
- Web
- Mobile
- Social Media
- Contact Centers
- Email & Messaging
- Others
- 1.3.3. By Deployment Type
- On-Premises
- Cloud-Based
- 1.3.4. By Organization Size
- Small and Medium Enterprises (SMEs)
- Large Enterprises
- 1.3.5. By Vertical
- Travel & Hospitality
- BFSI
- Retail
- Healthcare
- IT & Telecom
- Others
- 1.3.1. By Offering
- 1.4. Key Trends
- 1.5. Recession Impact
- 1.6. Analyst Recommendation & Conclusion
Chapter 2. Global Customer Experience Monitoring Market Definition and Research Assumptions
- 2.1. Research Objective
- 2.2. Market Definition
- 2.3. Research Assumptions
- 2.3.1. Inclusion & Exclusion
- 2.3.2. Limitations
- 2.3.3. Supply Side Analysis
- 2.3.3.1. Availability
- 2.3.3.2. Infrastructure
- 2.3.3.3. Regulatory Environment
- 2.3.3.4. Market Competition
- 2.3.3.5. Economic Viability (Consumer's Perspective)
- 2.3.4. Demand Side Analysis
- 2.3.4.1. Regulatory Frameworks
- 2.3.4.2. Technological Advancements
- 2.3.4.3. Environmental Considerations
- 2.3.4.4. Consumer Awareness & Acceptance
- 2.4. Estimation Methodology
- 2.5. Years Considered for the Study
- 2.6. Currency Conversion Rates
Chapter 3. Global Customer Experience Monitoring Market Dynamics
- 3.1. Market Drivers
- 3.1.1. Growing Digital Transformation and Omnichannel Engagement
- 3.1.2. Surge in Adoption of AI, Real-Time Analytics, and Automation
- 3.1.3. Increasing Investment in Cloud-Based CX Monitoring Platforms
- 3.2. Market Challenges
- 3.2.1. Data Privacy Concerns
- 3.2.2. High Implementation Costs
- 3.2.3. Integration Complexities with Legacy Systems
- 3.3. Market Opportunities
- 3.3.1. Expansion in Emerging Economies
- 3.3.2. Adoption of AI-Powered Chatbots and Predictive Analytics
- 3.3.3. Increasing Demand for Real-Time Customer Insights
Chapter 4. Global Customer Experience Monitoring Market Industry Analysis
- 4.1. Porter's 5 Force Model
- 4.1.1. Bargaining Power of Suppliers
- 4.1.2. Bargaining Power of Buyers
- 4.1.3. Threat of New Entrants
- 4.1.4. Threat of Substitutes
- 4.1.5. Competitive Rivalry
- 4.1.6. Futuristic Approach to Porter's 5 Force Model
- 4.1.7. Porter's 5 Force Impact Analysis
- 4.2. PESTEL Analysis
- 4.2.1. Political
- 4.2.2. Economical
- 4.2.3. Social
- 4.2.4. Technological
- 4.2.5. Environmental
- 4.2.6. Legal
- 4.3. Top Investment Opportunity
- 4.4. Top Winning Strategies
- 4.5. Disruptive Trends
- 4.6. Industry Expert Perspective
- 4.7. Analyst Recommendation & Conclusion
Chapter 5. Global Customer Experience Monitoring Market Size & Forecasts by Offering 2022-2032
- 5.1. Segment Dashboard
- 5.2. Global Customer Experience Monitoring Market: Solutions Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
- 5.3. Global Customer Experience Monitoring Market: Services Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
Chapter 6. Global Customer Experience Monitoring Market Size & Forecasts by Touchpoint 2022-2032
- 6.1. Segment Dashboard
- 6.2. Global Customer Experience Monitoring Market: Web Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
- 6.3. Global Customer Experience Monitoring Market: Mobile Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
- 6.4. Global Customer Experience Monitoring Market: Social Media Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
- 6.5. Global Customer Experience Monitoring Market: Contact Centers Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
- 6.6. Global Customer Experience Monitoring Market: Email & Messaging Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
- 6.7. Global Customer Experience Monitoring Market: Others Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
Chapter 7. Global Customer Experience Monitoring Market Size & Forecasts by Deployment Type 2022-2032
- 7.1. Segment Dashboard
- 7.2. Global Customer Experience Monitoring Market: On-Premises Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
- 7.3. Global Customer Experience Monitoring Market: Cloud-Based Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
Chapter 8. Global Customer Experience Monitoring Market Size & Forecasts by Organization Size 2022-2032
- 8.1. Segment Dashboard
- 8.2. Global Customer Experience Monitoring Market: Small and Medium Enterprises (SMEs) Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
- 8.3. Global Customer Experience Monitoring Market: Large Enterprises Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
Chapter 9. Global Customer Experience Monitoring Market Size & Forecasts by Vertical 2022-2032
- 9.1. Segment Dashboard
- 9.2. Global Customer Experience Monitoring Market: Travel & Hospitality Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
- 9.3. Global Customer Experience Monitoring Market: BFSI Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
- 9.4. Global Customer Experience Monitoring Market: Retail Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
- 9.5. Global Customer Experience Monitoring Market: Healthcare Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
- 9.6. Global Customer Experience Monitoring Market: IT & Telecom Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
- 9.7. Global Customer Experience Monitoring Market: Others Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
Chapter 10. Global Customer Experience Monitoring Market Size & Forecasts by Region 2022-2032
- 10.1. North America Customer Experience Monitoring Market
- 10.1.1. U.S. Customer Experience Monitoring Market
- 10.1.1.1. By Offering Breakdown Size & Forecasts, 2022-2032
- 10.1.1.2. By Touchpoint Breakdown Size & Forecasts, 2022-2032
- 10.1.2. Canada Customer Experience Monitoring Market
- 10.1.1. U.S. Customer Experience Monitoring Market
- 10.2. Europe Customer Experience Monitoring Market
- 10.2.1. U.K. Customer Experience Monitoring Market
- 10.2.2. Germany Customer Experience Monitoring Market
- 10.2.3. France Customer Experience Monitoring Market
- 10.2.4. Italy Customer Experience Monitoring Market
- 10.2.5. Spain Customer Experience Monitoring Market
- 10.2.6. Rest of Europe Customer Experience Monitoring Market
- 10.3. Asia Pacific Customer Experience Monitoring Market
- 10.3.1. China Customer Experience Monitoring Market
- 10.3.2. India Customer Experience Monitoring Market
- 10.3.3. Japan Customer Experience Monitoring Market
- 10.3.4. South Korea Customer Experience Monitoring Market
- 10.3.5. Australia Customer Experience Monitoring Market
- 10.3.6. Rest of Asia Pacific Customer Experience Monitoring Market
- 10.4. Latin America Customer Experience Monitoring Market
- 10.4.1. Brazil Customer Experience Monitoring Market
- 10.4.2. Mexico Customer Experience Monitoring Market
- 10.4.3. Rest of Latin America Customer Experience Monitoring Market
- 10.5. Middle East & Africa Customer Experience Monitoring Market
- 10.5.1. Saudi Arabia Customer Experience Monitoring Market
- 10.5.2. UAE Customer Experience Monitoring Market
- 10.5.3. South Africa Customer Experience Monitoring Market
- 10.5.4. Rest of MEA Customer Experience Monitoring Market
Chapter 11. Competitive Intelligence
- 11.1. Key Company SWOT Analysis
- 11.1.1. Oracle Corporation
- 11.1.2. SAP SE
- 11.1.3. Adobe Systems Inc.
- 11.2. Top Market Strategies
- 11.3. Company Profiles
- 11.3.1. Oracle Corporation
- 11.3.1.1. Key Information
- 11.3.1.2. Overview
- 11.3.1.3. Financial (Subject to Data Availability)
- 11.3.1.4. Product Summary
- 11.3.1.5. Market Strategies
- 11.3.2. SAP SE
- 11.3.3. Adobe Systems Inc.
- 11.3.4. Medallia Inc.
- 11.3.5. NICE Systems Ltd.
- 11.3.6. Qualtrics International Inc.
- 11.3.7. Verint Systems Inc.
- 11.3.8. Zendesk Inc.
- 11.3.9. OpenText Corporation
- 11.3.10. Microsoft Corporation
- 11.3.11. IBM Corporation
- 11.3.12. Tech Mahindra Limited
- 11.3.13. Salesforce.com Inc.
- 11.3.14. Google LLC
- 11.3.15. Cisco Systems Inc.
- 11.3.1. Oracle Corporation
Chapter 12. Research Process
- 12.1. Research Process
- 12.1.1. Data Mining
- 12.1.2. Analysis
- 12.1.3. Market Estimation
- 12.1.4. Validation
- 12.1.5. Publishing
- 12.2. Research Attributes
