Customer Experience Management Market - Global Industry Analysis, Size, Share, Growth, Trends, and Forecast 2031 - By Product, Technology, Grade, Application, End-user, Region:

Description

The Customer Experience Management (CEM) market, valued at USD 11.91 billion in 2024, is expected to grow at a 13.80% CAGR, reaching USD 29.58 billion by 2031. Sectors like IT, telecommunications, and healthcare are increasingly adopting CEM solutions to improve customer service and loyalty. The market's expansion is underpinned by a strong Compound Annual Growth Rate (CAGR), highlighting the increasing demand for tools that facilitate superior customer engagement and satisfaction.

Adapting to Global Market Shifts

In recent years, businesses worldwide have faced unparalleled challenges, particularly during the global health crisis, which reshaped business practices. This period highlighted the critical role of effective customer experience management, especially in the healthcare sector. Many companies, across various industries, recognized the need for robust CEM systems to maintain operational continuity and address evolving customer service expectations. As a result, the rapid deployment of CEM systems became essential to handle surging customer interactions and service requirements.

Cutting-Edge Technology Driving Customer Experience

The rapid growth of the CEM market coincides with the adoption of innovative technologies that elevate the customer journey. Modern CEM platforms are designed to create smooth, personalized experiences from initial contact through to service delivery. These systems enhance website performance, improve load times, and tailor content to specific devices, contributing directly to a superior user experience. This streamlined interaction fosters not only customer satisfaction but also long-term loyalty, as customers consistently receive positive engagement.

Innovation at the Core of Customer Retention

In today's highly competitive business environment, customer retention and loyalty are more crucial than ever. CEM systems are pivotal in retaining customers by providing in-depth insights into their journey, from browsing through to purchase. By ensuring that each touchpoint is efficient and engaging, businesses can increase customer loyalty through repeat interactions. Industries like IT and telecommunications are leading the way in leveraging artificial intelligence (AI), machine learning (ML), and predictive analytics to drive customer engagement and satisfaction to new heights.

Hurdles to Market Expansion

Despite its promising outlook, the CEM market is not without its challenges. The high initial and ongoing costs of implementing advanced CEM systems can be prohibitive, particularly for businesses still recovering from global economic disruptions. Additionally, the ever-present risk of cyberattacks and data breaches, especially in sectors like IT and telecommunications, presents significant concerns. Navigating strict global data protection regulations is essential to mitigate these risks and ensure market growth, as failure to comply could hinder further expansion.

Opportunities for Future Innovation

The future of the CEM market is rich with potential for technological breakthroughs. Integrating artificial intelligence and augmented reality into CEM platforms offers exciting possibilities for creating more immersive and interactive customer experiences. These advanced technologies provide companies with valuable insights into customer preferences and challenges, enabling more precise and effective responses to customer needs.

CEM's Strategic Role in Business Success

As digital transformation accelerates across industries, the importance of effective customer experience management becomes increasingly evident. Businesses that invest in sophisticated CEM systems will likely reap significant benefits, including improved customer retention, enhanced satisfaction, and greater competitiveness in the marketplace. Prioritizing CEM implementation, coupled with an ongoing commitment to innovation and customer engagement, is essential for any business aiming to thrive in today's rapidly evolving business Analysis.

Competitive Analysis

IBM
SAP
ORACLE
AVAYA
OPENTEXT
ADOBE
VERINT SYSTEMS
TERADATA
TECH MAHINDRA
NOKIA

Key Segments:

By Components

Solution
- oOmnichannel
- oMachine Learning
- oAnalytics
- oWorkforce Optimization
Service
Professional Services
- oManaged Services

By Deployment

On-premise
Cloud

By Vertical

BFSI
IT and Telecom
Automotive
Healthcare
Retail
Transportation & Logistics
Travel and Hospitality
Public Sector
Media & Entertainment

By Organization Size

Small and Medium Enterprises (SMEs)
Large Enterprises

By Touchpoint

Websites
Stores
Call Centers
Mobile Apps
Social Media
Emails
Virtual Assistants

1. Executive Summary

1.1. Global Customer Experience Management Market Snapshot
1.2. Future Projections
1.3. Key Market Trends
1.4. Regional Snapshot, by Value, 2024
1.5. Analyst Recommendations

2. Market Overview

2.1. Market Definitions and Segmentations
2.2. Market Dynamics
- 2.2.1. Drivers
- 2.2.2. Restraints
- 2.2.3. Market Opportunities
2.3. Value Chain Analysis
2.4. Porter's Five Forces Analysis
2.5. COVID-19 Impact Analysis
- 2.5.1. Supply
- 2.5.2. Demand
2.6. Impact of Ukraine-Russia Conflict
2.7. Economic Overview
- 2.7.1. World Economic Projections
2.8. PESTLE Analysis

3. Global Customer Experience Management Market Outlook, 2019 - 2031

3.1. Global Customer Experience Management Market Outlook, by Components, Value (US$ Bn), 2019 - 2031
- 3.1.1. Key Highlights
  - 3.1.1.1. Solution
    - 3.1.1.1.1. Omnichannel
    - 3.1.1.1.2. Machine Learning
    - 3.1.1.1.3. Analytics
    - 3.1.1.1.4. Workforce Optimization
  - 3.1.1.2. Service
  - 3.1.1.3. Professional Services
    - 3.1.1.3.1. Managed Services
3.2. Global Customer Experience Management Market Outlook, by Deployment, Value (US$ Bn), 2019 - 2031
- 3.2.1. Key Highlights
  - 3.2.1.1. On-premise
  - 3.2.1.2. Cloud
3.3. Global Customer Experience Management Market Outlook, by Vertical, Value (US$ Bn), 2019 - 2031
- 3.3.1. Key Highlights
  - 3.3.1.1. BFSI
  - 3.3.1.2. IT and Telecom
  - 3.3.1.3. Automotive
  - 3.3.1.4. Healthcare
  - 3.3.1.5. Retail
  - 3.3.1.6. Transportation & Logistics
  - 3.3.1.7. Travel and Hospitality
  - 3.3.1.8. Public Sector
  - 3.3.1.9. Media & Entertainment
3.4. Global Customer Experience Management Market Outlook, by Organization Size, Value (US$ Bn), 2019 - 2031
- 3.4.1. Key Highlights
  - 3.4.1.1. Small and Medium Enterprises (SMEs)
  - 3.4.1.2. Large Enterprises
3.5. Global Customer Experience Management Market Outlook, by Touchpoint, Value (US$ Bn), 2019 - 2031
- 3.5.1. Key Highlights
  - 3.5.1.1. Websites
  - 3.5.1.2. Stores
  - 3.5.1.3. Call Centers
  - 3.5.1.4. Mobile Apps
  - 3.5.1.5. Social Media
  - 3.5.1.6. Emails
  - 3.5.1.7. Virtual Assistants
3.6. Global Customer Experience Management Market Outlook, by Region, Value (US$ Bn), 2019 - 2031
- 3.6.1. Key Highlights
  - 3.6.1.1. North America
  - 3.6.1.2. Europe
  - 3.6.1.3. Asia Pacific
  - 3.6.1.4. Latin America
  - 3.6.1.5. Middle East & Africa

4. North America Customer Experience Management Market Outlook, 2019 - 2031

4.1. North America Customer Experience Management Market Outlook, by Components, Value (US$ Bn), 2019 - 2031
- 4.1.1. Key Highlights
  - 4.1.1.1. Solution
    - 4.1.1.1.1. Omnichannel
    - 4.1.1.1.2. Machine Learning
    - 4.1.1.1.3. Analytics
    - 4.1.1.1.4. Workforce Optimization
  - 4.1.1.2. Service
  - 4.1.1.3. Professional Services
    - 4.1.1.3.1. Managed Services
4.2. North America Customer Experience Management Market Outlook, by Deployment, Value (US$ Bn), 2019 - 2031
- 4.2.1. Key Highlights
  - 4.2.1.1. On-premise
  - 4.2.1.2. Cloud
4.3. North America Customer Experience Management Market Outlook, by Vertical, Value (US$ Bn), 2019 - 2031
- 4.3.1. Key Highlights
  - 4.3.1.1. BFSI
  - 4.3.1.2. IT and Telecom
  - 4.3.1.3. Automotive
  - 4.3.1.4. Healthcare
  - 4.3.1.5. Retail
  - 4.3.1.6. Transportation & Logistics
  - 4.3.1.7. Travel and Hospitality
  - 4.3.1.8. Public Sector
  - 4.3.1.9. Media & Entertainment
4.4. North America Customer Experience Management Market Outlook, by Organization Size, Value (US$ Bn), 2019 - 2031
- 4.4.1. Key Highlights
  - 4.4.1.1. Small and Medium Enterprises (SMEs)
  - 4.4.1.2. Large Enterprises
4.5. North America Customer Experience Management Market Outlook, by Touchpoint, Value (US$ Bn), 2019 - 2031
- 4.5.1. Key Highlights
  - 4.5.1.1. Websites
  - 4.5.1.2. Stores
  - 4.5.1.3. Call Centers
  - 4.5.1.4. Mobile Apps
  - 4.5.1.5. Social Media
  - 4.5.1.6. Emails
  - 4.5.1.7. Virtual Assistants
4.6. North America Customer Experience Management Market Outlook, by Country, Value (US$ Bn), 2019 - 2031
- 4.6.1. Key Highlights
  - 4.6.1.1. U.S. Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 4.6.1.2. U.S. Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 4.6.1.3. U.S. Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 4.6.1.4. U.S. Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 4.6.1.5. U.S. Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 4.6.1.6. Canada Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 4.6.1.7. Canada Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 4.6.1.8. Canada Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 4.6.1.9. Canada Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 4.6.1.10. Canada Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
- 4.6.2. BPS Analysis/Market Attractiveness Analysis

5. Europe Customer Experience Management Market Outlook, 2019 - 2031

5.1. Europe Customer Experience Management Market Outlook, by Components, Value (US$ Bn), 2019 - 2031
- 5.1.1. Key Highlights
  - 5.1.1.1. Solution
    - 5.1.1.1.1. Omnichannel
    - 5.1.1.1.2. Machine Learning
    - 5.1.1.1.3. Analytics
    - 5.1.1.1.4. Workforce Optimization
  - 5.1.1.2. Service
  - 5.1.1.3. Professional Services
    - 5.1.1.3.1. Managed Services
5.2. Europe Customer Experience Management Market Outlook, by Deployment, Value (US$ Bn), 2019 - 2031
- 5.2.1. Key Highlights
  - 5.2.1.1. On-premise
  - 5.2.1.2. Cloud
5.3. Europe Customer Experience Management Market Outlook, by Vertical, Value (US$ Bn), 2019 - 2031
- 5.3.1. Key Highlights
  - 5.3.1.1. BFSI
  - 5.3.1.2. IT and Telecom
  - 5.3.1.3. Automotive
  - 5.3.1.4. Healthcare
  - 5.3.1.5. Retail
  - 5.3.1.6. Transportation & Logistics
  - 5.3.1.7. Travel and Hospitality
  - 5.3.1.8. Public Sector
  - 5.3.1.9. Media & Entertainment
5.4. Europe Customer Experience Management Market Outlook, by Organization Size, Value (US$ Bn), 2019 - 2031
- 5.4.1. Key Highlights
  - 5.4.1.1. Small and Medium Enterprises (SMEs)
  - 5.4.1.2. Large Enterprises
5.5. Europe Customer Experience Management Market Outlook, by Touchpoint, Value (US$ Bn), 2019 - 2031
- 5.5.1. Key Highlights
  - 5.5.1.1. Websites
  - 5.5.1.2. Stores
  - 5.5.1.3. Call Centers
  - 5.5.1.4. Mobile Apps
  - 5.5.1.5. Social Media
  - 5.5.1.6. Emails
  - 5.5.1.7. Virtual Assistants
- 5.5.2. BPS Analysis/Market Attractiveness Analysis
5.6. Europe Customer Experience Management Market Outlook, by Country, Value (US$ Bn), 2019 - 2031
- 5.6.1. Key Highlights
  - 5.6.1.1. Germany Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 5.6.1.2. Germany Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 5.6.1.3. Germany Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 5.6.1.4. Germany Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 5.6.1.5. Germany Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 5.6.1.6. U.K. Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 5.6.1.7. U.K. Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 5.6.1.8. U.K. Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 5.6.1.9. U.K. Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 5.6.1.10. U.K. Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 5.6.1.11. France Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 5.6.1.12. France Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 5.6.1.13. France Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 5.6.1.14. France Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 5.6.1.15. France Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 5.6.1.16. Italy Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 5.6.1.17. Italy Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 5.6.1.18. Italy Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 5.6.1.19. Italy Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 5.6.1.20. Italy Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 5.6.1.21. Turkey Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 5.6.1.22. Turkey Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 5.6.1.23. Turkey Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 5.6.1.24. Turkey Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 5.6.1.25. Turkey Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 5.6.1.26. Russia Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 5.6.1.27. Russia Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 5.6.1.28. Russia Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 5.6.1.29. Russia Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 5.6.1.30. Russia Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 5.6.1.31. Rest of Europe Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 5.6.1.32. Rest of Europe Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 5.6.1.33. Rest of Europe Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 5.6.1.34. Rest of Europe Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 5.6.1.35. Rest of Europe Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
- 5.6.2. BPS Analysis/Market Attractiveness Analysis

6. Asia Pacific Customer Experience Management Market Outlook, 2019 - 2031

6.1. Asia Pacific Customer Experience Management Market Outlook, by Components, Value (US$ Bn), 2019 - 2031
- 6.1.1. Key Highlights
  - 6.1.1.1. Solution
    - 6.1.1.1.1. Omnichannel
    - 6.1.1.1.2. Machine Learning
    - 6.1.1.1.3. Analytics
    - 6.1.1.1.4. Workforce Optimization
  - 6.1.1.2. Service
  - 6.1.1.3. Professional Services
    - 6.1.1.3.1. Managed Services
6.2. Asia Pacific Customer Experience Management Market Outlook, by Deployment, Value (US$ Bn), 2019 - 2031
- 6.2.1. Key Highlights
  - 6.2.1.1. On-premise
  - 6.2.1.2. Cloud
6.3. Asia Pacific Customer Experience Management Market Outlook, by Vertical, Value (US$ Bn), 2019 - 2031
- 6.3.1. Key Highlights
  - 6.3.1.1. BFSI
  - 6.3.1.2. IT and Telecom
  - 6.3.1.3. Automotive
  - 6.3.1.4. Healthcare
  - 6.3.1.5. Retail
  - 6.3.1.6. Transportation & Logistics
  - 6.3.1.7. Travel and Hospitality
  - 6.3.1.8. Public Sector
  - 6.3.1.9. Media & Entertainment
6.4. Asia Pacific Customer Experience Management Market Outlook, by Organization Size, Value (US$ Bn), 2019 - 2031
- 6.4.1. Key Highlights
  - 6.4.1.1. Small and Medium Enterprises (SMEs)
  - 6.4.1.2. Large Enterprises
6.5. Asia Pacific Customer Experience Management Market Outlook, by Touchpoint, Value (US$ Bn), 2019 - 2031
- 6.5.1. Key Highlights
  - 6.5.1.1. Websites
  - 6.5.1.2. Stores
  - 6.5.1.3. Call Centers
  - 6.5.1.4. Mobile Apps
  - 6.5.1.5. Social Media
  - 6.5.1.6. Emails
  - 6.5.1.7. Virtual Assistants
- 6.5.2. BPS Analysis/Market Attractiveness Analysis
6.6. Asia Pacific Customer Experience Management Market Outlook, by Country, Value (US$ Bn), 2019 - 2031
- 6.6.1. Key Highlights
  - 6.6.1.1. China Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 6.6.1.2. China Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 6.6.1.3. China Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 6.6.1.4. China Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 6.6.1.5. China Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 6.6.1.6. Japan Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 6.6.1.7. Japan Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 6.6.1.8. Japan Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 6.6.1.9. Japan Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 6.6.1.10. Japan Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 6.6.1.11. South Korea Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 6.6.1.12. South Korea Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 6.6.1.13. South Korea Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 6.6.1.14. South Korea Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 6.6.1.15. South Korea Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 6.6.1.16. India Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 6.6.1.17. India Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 6.6.1.18. India Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 6.6.1.19. India Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 6.6.1.20. India Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 6.6.1.21. Southeast Asia Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 6.6.1.22. Southeast Asia Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 6.6.1.23. Southeast Asia Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 6.6.1.24. Southeast Asia Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 6.6.1.25. Southeast Asia Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 6.6.1.26. Rest of Asia Pacific Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 6.6.1.27. Rest of Asia Pacific Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 6.6.1.28. Rest of Asia Pacific Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 6.6.1.29. Rest of Asia Pacific Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 6.6.1.30. Rest of Asia Pacific Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
- 6.6.2. BPS Analysis/Market Attractiveness Analysis

7. Latin America Customer Experience Management Market Outlook, 2019 - 2031

7.1. Latin America Customer Experience Management Market Outlook, by Components, Value (US$ Bn), 2019 - 2031
- 7.1.1. Key Highlights
  - 7.1.1.1. Solution
    - 7.1.1.1.1. Omnichannel
    - 7.1.1.1.2. Machine Learning
    - 7.1.1.1.3. Analytics
    - 7.1.1.1.4. Workforce Optimization
  - 7.1.1.2. Service
  - 7.1.1.3. Professional Services
    - 7.1.1.3.1. Managed Services
7.2. Latin America Customer Experience Management Market Outlook, by Deployment, Value (US$ Bn), 2019 - 2031
7.3. Latin America Customer Experience Management Market Outlook, by Vertical, Value (US$ Bn), 2019 - 2031
- 7.3.1. Key Highlights
  - 7.3.1.1. BFSI
  - 7.3.1.2. IT and Telecom
  - 7.3.1.3. Automotive
  - 7.3.1.4. Healthcare
  - 7.3.1.5. Retail
  - 7.3.1.6. Transportation & Logistics
  - 7.3.1.7. Travel and Hospitality
  - 7.3.1.8. Public Sector
  - 7.3.1.9. Media & Entertainment
7.4. Latin America Customer Experience Management Market Outlook, by Organization Size, Value (US$ Bn), 2019 - 2031
- 7.4.1. Key Highlights
  - 7.4.1.1. Small and Medium Enterprises (SMEs)
  - 7.4.1.2. Large Enterprises
7.5. Latin America Customer Experience Management Market Outlook, by Touchpoint, Value (US$ Bn), 2019 - 2031
- 7.5.1. Key Highlights
  - 7.5.1.1. Websites
  - 7.5.1.2. Stores
  - 7.5.1.3. Call Centers
  - 7.5.1.4. Mobile Apps
  - 7.5.1.5. Social Media
  - 7.5.1.6. Emails
  - 7.5.1.7. Virtual Assistants
- 7.5.2. BPS Analysis/Market Attractiveness Analysis
7.6. Latin America Customer Experience Management Market Outlook, by Country, Value (US$ Bn), 2019 - 2031
- 7.6.1. Key Highlights
  - 7.6.1.1. Brazil Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 7.6.1.2. Brazil Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 7.6.1.3. Brazil Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 7.6.1.4. Brazil Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 7.6.1.5. Brazil Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 7.6.1.6. Mexico Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 7.6.1.7. Mexico Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 7.6.1.8. Mexico Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 7.6.1.9. Mexico Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 7.6.1.10. Mexico Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 7.6.1.11. Argentina Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 7.6.1.12. Argentina Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 7.6.1.13. Argentina Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 7.6.1.14. Argentina Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 7.6.1.15. Argentina Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 7.6.1.16. Rest of Latin America Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 7.6.1.17. Rest of Latin America Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 7.6.1.18. Rest of Latin America Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 7.6.1.19. Rest of Latin America Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 7.6.1.20. Rest of Latin America Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
- 7.6.2. BPS Analysis/Market Attractiveness Analysis

8. Middle East & Africa Customer Experience Management Market Outlook, 2019 - 2031

8.1. Middle East & Africa Customer Experience Management Market Outlook, by Components, Value (US$ Bn), 2019 - 2031
- 8.1.1. Key Highlights
  - 8.1.1.1. Solution
    - 8.1.1.1.1. Omnichannel
    - 8.1.1.1.2. Machine Learning
    - 8.1.1.1.3. Analytics
    - 8.1.1.1.4. Workforce Optimization
  - 8.1.1.2. Service
  - 8.1.1.3. Professional Services
    - 8.1.1.3.1. Managed Services
8.2. Middle East & Africa Customer Experience Management Market Outlook, by Deployment, Value (US$ Bn), 2019 - 2031
- 8.2.1. Key Highlights
  - 8.2.1.1. On-premise
  - 8.2.1.2. Cloud
8.3. Middle East & Africa Customer Experience Management Market Outlook, by Vertical, Value (US$ Bn), 2019 - 2031
- 8.3.1. Key Highlights
  - 8.3.1.1. BFSI
  - 8.3.1.2. IT and Telecom
  - 8.3.1.3. Automotive
  - 8.3.1.4. Healthcare
  - 8.3.1.5. Retail
  - 8.3.1.6. Transportation & Logistics
  - 8.3.1.7. Travel and Hospitality
  - 8.3.1.8. Public Sector
  - 8.3.1.9. Media & Entertainment
8.4. Middle East & Africa Customer Experience Management Market Outlook, by Organization Size, Value (US$ Bn), 2019 - 2031
- 8.4.1. Key Highlights
  - 8.4.1.1. Small and Medium Enterprises (SMEs)
  - 8.4.1.2. Large Enterprises
8.5. Middle East & Africa Customer Experience Management Market Outlook, by Touchpoint, Value (US$ Bn), 2019 - 2031
- 8.5.1. Key Highlights
  - 8.5.1.1. Websites
  - 8.5.1.2. Stores
  - 8.5.1.3. Call Centers
  - 8.5.1.4. Mobile Apps
  - 8.5.1.5. Social Media
  - 8.5.1.6. Emails
  - 8.5.1.7. Virtual Assistants
- 8.5.2. BPS Analysis/Market Attractiveness Analysis
8.6. Middle East & Africa Customer Experience Management Market Outlook, by Country, Value (US$ Bn), 2019 - 2031
- 8.6.1. Key Highlights
  - 8.6.1.1. GCC Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 8.6.1.2. GCC Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 8.6.1.3. GCC Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 8.6.1.4. GCC Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 8.6.1.5. GCC Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 8.6.1.6. South Africa Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 8.6.1.7. South Africa Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 8.6.1.8. South Africa Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 8.6.1.9. South Africa Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 8.6.1.10. South Africa Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 8.6.1.11. Egypt Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 8.6.1.12. Egypt Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 8.6.1.13. Egypt Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 8.6.1.14. Egypt Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 8.6.1.15. Egypt Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 8.6.1.16. Nigeria Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 8.6.1.17. Nigeria Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 8.6.1.18. Nigeria Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 8.6.1.19. Nigeria Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 8.6.1.20. Nigeria Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
  - 8.6.1.21. Rest of Middle East & Africa Customer Experience Management Market by Components, Value (US$ Bn), 2019 - 2031
  - 8.6.1.22. Rest of Middle East & Africa Customer Experience Management Market by Deployment, Value (US$ Bn), 2019 - 2031
  - 8.6.1.23. Rest of Middle East & Africa Customer Experience Management Market by Vertical, Value (US$ Bn), 2019 - 2031
  - 8.6.1.24. Rest of Middle East & Africa Customer Experience Management Market by Organization Size, Value (US$ Bn), 2019 - 2031
  - 8.6.1.25. Rest of Middle East & Africa Customer Experience Management Market by Touchpoint, Value (US$ Bn), 2019 - 2031
- 8.6.2. BPS Analysis/Market Attractiveness Analysis

9. Competitive Landscape

9.1. By Vertical vs by Deployment Heat map
9.2. Manufacturer vs by Deployment Heat map
9.3. Company Market Share Analysis, 2024
9.4. Competitive Dashboard
9.5. Company Profiles
- 9.5.1. IBM
  - 9.5.1.1. Company Overview
  - 9.5.1.2. Product Portfolio
  - 9.5.1.3. Financial Overview
  - 9.5.1.4. Business Strategies and Development
- 9.5.2. SAP
  - 9.5.2.1. Company Overview
  - 9.5.2.2. Product Portfolio
  - 9.5.2.3. Financial Overview
  - 9.5.2.4. Business Strategies and Development
- 9.5.3. ORACLE
  - 9.5.3.1. Company Overview
  - 9.5.3.2. Product Portfolio
  - 9.5.3.3. Financial Overview
  - 9.5.3.4. Business Strategies and Development
- 9.5.4. AVAYA
  - 9.5.4.1. Company Overview
  - 9.5.4.2. Product Portfolio
  - 9.5.4.3. Financial Overview
  - 9.5.4.4. Business Strategies and Development
- 9.5.5. OPENTEXT
  - 9.5.5.1. Company Overview
  - 9.5.5.2. Product Portfolio
  - 9.5.5.3. Financial Overview
  - 9.5.5.4. Business Strategies and Development
- 9.5.6. ADOBE
  - 9.5.6.1. Company Overview
  - 9.5.6.2. Product Portfolio
  - 9.5.6.3. Financial Overview
  - 9.5.6.4. Business Strategies and Development
- 9.5.7. VERINT SYSTEMS
  - 9.5.7.1. Company Overview
  - 9.5.7.2. Product Portfolio
  - 9.5.7.3. Financial Overview
  - 9.5.7.4. Business Strategies and Development
- 9.5.8. TERADATA
  - 9.5.8.1. Company Overview
  - 9.5.8.2. Product Portfolio
  - 9.5.8.3. Financial Overview
  - 9.5.8.4. Business Strategies and Development
- 9.5.9. TECH MAHINDRA
  - 9.5.9.1. Company Overview
  - 9.5.9.2. Product Portfolio
  - 9.5.9.3. Financial Overview
  - 9.5.9.4. Business Strategies and Development
- 9.5.10. NOKIA
  - 9.5.10.1. Company Overview
  - 9.5.10.2. Product Portfolio
  - 9.5.10.3. Financial Overview
  - 9.5.10.4. Business Strategies and Development

10. Appendix

10.1. Research Methodology
10.2. Report Assumptions
10.3. Acronyms and Abbreviations