North America Customer Experience Management Market Size, Share & Trends Analysis Report By Analytical Tools, By Touch Point, By Deployment (Hosted, On-premise), By Enterprise Size, By End-use, And Segment Forecasts, 2024

Description

North America Customer Experience Management Market Growth & Trends:

The north america customer experience management market size is expected to reach USD 13.22 billion by 2030, registering a CAGR of 14.6% from 2024 to 2030, 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.

North America Customer Experience Management Market Report Highlights:

Web service segment is expected to grow at the fastest CAGR over the forecast period. The growing reliance on digital interactions between businesses and consumers drives the segment growth
Speech analytics is expected to register the fastest CAGR of 17.2% over the forecast period. Speech analytics helps businesses better understand customer sentiments, requirements, and challenges.
The call centers segment held the largest market revenue share in 2023. The growing complexity of products and services requires more personalized and immediate customer support, which call centers are well-equipped to provide.
The on-premise segment held the largest market revenue share in 2023. On-premise solutions offer greater control over data, reducing the risk of breaches and ensuring compliance with stringent regulatory requirements.

Product Code: GVR-4-68039-914-4

Chapter 1. Methodology and Scope

1.1. Market Segmentation and Scope
1.2. Market Definitions
1.3. Research Methodology
- 1.3.1. Information Procurement
- 1.3.2. Information or Data Analysis
- 1.3.3. Market Formulation & Data Visualization
- 1.3.4. Data Validation & Publishing
1.4. Research Scope and Assumptions
- 1.4.1. List of Data Sources

Chapter 2. Executive Summary

2.1. Market Outlook
2.2. Segment Outlook
2.3. Competitive Insights

Chapter 3. North America Customer Experience Management Market Variables, Trends, & Scope

3.1. Market Introduction/Lineage Outlook
3.2. Market Size and Growth Prospects (USD Million)
3.3. Market Dynamics
- 3.3.1. Market Drivers Analysis
- 3.3.2. Market Restraints Analysis
3.4. Customer Experience Management Market Analysis Tools
- 3.4.1. Porter's Analysis
  - 3.4.1.1. Bargaining power of the suppliers
  - 3.4.1.2. Bargaining power of the buyers
  - 3.4.1.3. Threats of substitution
  - 3.4.1.4. Threats from new entrants
  - 3.4.1.5. Competitive rivalry
- 3.4.2. PESTEL Analysis
  - 3.4.2.1. Political landscape
  - 3.4.2.2. Economic and Social landscape
  - 3.4.2.3. Technological landscape
  - 3.4.2.4. Environmental landscape
  - 3.4.2.5. Legal landscape

Chapter 4. North America Customer Experience Management Market: Analytical Tools Estimates & Trend Analysis

4.1. Segment Dashboard
4.2. Customer Experience Management Market: Analytical Tools Movement Analysis, 2023 & 2030 (USD Million)
4.3. EFM Software
- 4.3.1. EFM Software Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
4.4. Speech Analytics
- 4.4.1. Speech Analytics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
4.5. Text Analytics
- 4.5.1. Text Analytics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
4.6. Web Analytics & Content Management
- 4.6.1. Web Analytics & Content Management Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
4.7. Others
- 4.7.1. Others Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 5. North America Customer Experience Management Market: Touch Point Estimates & Trend Analysis

5.1. Segment Dashboard
5.2. Customer Experience Management Market: Touch Point Movement Analysis, 2023 & 2030 (USD Million)
5.3. Store/Branches
- 5.3.1. Store/Branches Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
5.4. Call Centers
- 5.4.1. Call Centers Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
5.5. Social Media Platform
- 5.5.1. Social Media Platform Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
5.6. Email
- 5.6.1. Email Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
5.7. Mobile
- 5.7.1. Mobile Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
5.8. Web Services
- 5.8.1. Web Services Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
5.9. Others
- 5.9.1. Others Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 6. North America Customer Experience Management Market: Deployment Estimates & Trend Analysis

6.1. Segment Dashboard
6.2. Customer Experience Management Market: Deployment Movement Analysis, 2023 & 2030 (USD Million)
6.3. Hosted
- 6.3.1. Hosted Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
6.4. On-Premise
- 6.4.1. On-Premise Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 7. North America Customer Experience Management Market: Enterprise Size Estimates & Trend Analysis

7.1. Segment Dashboard
7.2. Customer Experience Management Market: Enterprise Size Movement Analysis, 2023 & 2030 (USD Million)
7.3. SMEs
- 7.3.1. SMEs Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
7.4. Large Enterprises
- 7.4.1. Large Enterprises Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 8. North America Customer Experience Management Market: End Use Estimates & Trend Analysis

8.1. Segment Dashboard
8.2. Customer Experience Management Market: End Use Movement Analysis, 2023 & 2030 (USD Million)
8.3. Healthcare
- 8.3.1. Healthcare Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
8.4. BFSI
- 8.4.1. BFSI Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
8.5. IT & Telecom
- 8.5.1. IT & Telecom Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
8.6. Retail
- 8.6.1. Retail Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
8.7. Manufacturing
- 8.7.1. Manufacturing Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
8.8. Government, Energy & Utilities
- 8.8.1. Government, Energy & Utilities Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
8.9. Construction, Real Estate & Property
- 8.9.1. Agriculture Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
8.10. Service Business
- 8.10.1. Manufacturing Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
8.11. Others
- 8.11.1. Others Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 9. North America Customer Experience Management Market: Regional Estimates & Trend Analysis

9.1. Customer Experience Management Market Share, By Region, 2023 & 2030, USD Million
9.2. North America
- 9.2.1. North America Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
- 9.2.2. U.S.
  - 9.2.2.1. U.S. Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
- 9.2.3. Canada
  - 9.2.3.1. Canada Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)
- 9.2.4. Mexico
  - 9.2.4.1. Mexico Customer Experience Management Market Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 10. Competitive Landscape

10.1. Recent Developments & Impact Analysis by Key Market Participants
10.2. Company Categorization
10.3. Company Heat Map Analysis
10.4. Company Profiles
- 10.4.1. Adobe Inc.
  - 10.4.1.1. Participant's Overview
  - 10.4.1.2. Financial Performance
  - 10.4.1.3. Product Benchmarking
  - 10.4.1.4. Recent Developments/ Strategic Initiatives
- 10.4.2. Avaya Inc.
  - 10.4.2.1. Participant's Overview
  - 10.4.2.2. Financial Performance
  - 10.4.2.3. Product Benchmarking
  - 10.4.2.4. Recent Developments/ Strategic Initiatives
- 10.4.3. Clarabridge
  - 10.4.3.1. Participant's Overview
  - 10.4.3.2. Financial Performance
  - 10.4.3.3. Product Benchmarking
  - 10.4.3.4. Recent Developments/ Strategic Initiatives
- 10.4.4. Freshworks Inc.
  - 10.4.4.1. Participant's Overview
  - 10.4.4.2. Financial Performance
  - 10.4.4.3. Product Benchmarking
  - 10.4.4.4. Recent Developments/ Strategic Initiatives
- 10.4.5. Genesys
  - 10.4.5.1. Participant's Overview
  - 10.4.5.2. Financial Performance
  - 10.4.5.3. Product Benchmarking
  - 10.4.5.4. Recent Developments/ Strategic Initiatives
- 10.4.6. International Business Machines Corp.
  - 10.4.6.1. Participant's Overview
  - 10.4.6.2. Financial Performance
  - 10.4.6.3. Product Benchmarking
  - 10.4.6.4. Recent Developments/ Strategic Initiatives
- 10.4.7. Medallia Inc.
  - 10.4.7.1. Participant's Overview
  - 10.4.7.2. Financial Performance
  - 10.4.7.3. Product Benchmarking
  - 10.4.7.4. Recent Developments/ Strategic Initiatives
- 10.4.8. Open Text Corp.
  - 10.4.8.1. Participant's Overview
  - 10.4.8.2. Financial Performance
  - 10.4.8.3. Product Benchmarking
  - 10.4.8.4. Recent Developments/ Strategic Initiatives
- 10.4.9. Oracle Corporation
  - 10.4.9.1. Participant's Overview
  - 10.4.9.2. Financial Performance
  - 10.4.9.3. Product Benchmarking
  - 10.4.9.4. Recent Developments/ Strategic Initiatives
- 10.4.10. SAP SE
  - 10.4.10.1. Participant's Overview
  - 10.4.10.2. Financial Performance
  - 10.4.10.3. Product Benchmarking
  - 10.4.10.4. Recent Developments/ Strategic Initiatives

North America Customer Experience Management Market Size, Share & Trends Analysis Report By Analytical Tools, By Touch Point, By Deployment (Hosted, On-premise), By Enterprise Size, By End-use, And Segment Forecasts, 2024 - 2030