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Customer Experience Management Software Market by Component (Software and Services), Deployment Type (On-Premise, and Cloud), Platform (Website, Email, Voice Assistants, Mobile App and, Others) and Industry (Retail, BFSI, Healthcare, Media and Entertainment, Government sector and others): Global Opportunity Analysis and Industry Forecast, 2020–2027

A00949
Pages: 300
Jan 2021 | 6463 Views
 
Author(s) : Abhijith Nair
Tables: 159
Charts: 85
 

COVID-19

Pandemic disrupted the entire world and affected many industries.

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Customer Experience Management Software Market Statistics - 2027

The global customer experience management software market size was valued at $7,571 million in 2019, and is projected to reach $23,835 million by 2027, registering a CAGR of 15.6% from 2020 to 2027. Customer experience management software have been gaining a rapid traction with the growing demand for online business channels, initially by the retail & e-commerce sector, but is also slowly shifting this trend toward the other industrial sectors. In addition, growing preference of adopting operational based solutions (OpEx) over CapEx solutions to seek variable cost model for the computing purpose and offering the solution as per pay-as-use service has strengthened the demand for cloud-based solutions. Now, considering the COVID user behavior where major focus is on online channels, considering both the model of B2B and B2C, has led the software companies to focus on cloud-based CEX solutions that are expected to provide a strong foundation for the overall market growth.

After the COVID-19 pandemic scenario, almost 90% of the companies have invested more in their digital channels for expanding their business and thereby achieving a higher profit margin. This scenario has fastened the adoption of Customer Experience Management Software, this online consumer behavior has led the companies to adopt analytics and experience management technologies for understanding the ever-changing consumer needs and requirements.

By platform, the global customer experience management software market share was dominated by the mobile app segment in 2019, and is expected to maintain its dominance in the upcoming years. Mobile apps and software are primarily integrated with in built analytics software ranging from ratings & reviews, app sessions, demographics and other factors that would provide a clear idea about the customer needs in present and future.

Customer-Experience-Management-Software-Market-2020-2027

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By deployment type, the global customer experience management software market was dominated by the local (on-premise) segment in 2019, and is expected to maintain its dominance in the upcoming years, owing to rise in concerns about security of data or content associated with media & entertainment projects, which is highly valuable, and encourages companies to adopt local or on-premise solutions. Leading companies in the storage industry such as Adobe Inc., Avaya and Salesforce, provide cloud software for their customers within the various industries.

Within North America, Canada is estimated to achieve a lucrative growth within the market, registering a higher CAGR, primarily backed by following factors and trends that has mandated the need for effective customer experience management system for gaining higher profit margins and long term customer retention factor. Factors that support the market growth within the region are personalized experience and on-demand shopping and growing focus on health and wellness. However, Asia-Pacific is expected to observe highest growth rate during the forecast period, owing to growing adoption of technology by the consumers in enhancing the retail shopping experience. This has alerted the companies in understanding overall customer satisfaction during the purchase and aftermarket process.

The report focuses on the growth prospects, restraints, and customer experience management software analysis. The study provides Porter’s five forces analysis of the internet advertising industry to understand impact of various factors such as bargaining power of suppliers, competitive intensity of competitors, threat of new entrants, threat of substitutes, and bargaining power of buyers on the customer experience management software market trends.

Segment review

The customer experience management software market is primarily segmented based on component, deployment, platform, industry, and region. Based on component, the market is segmented into software and services, while on the basis of deployment the market is bifurcated into on-premise and cloud. Based on platform, the market is segmented into website, email, voice assistants, mobile app and others. By industry, the market primarily studies retail, BFSI, healthcare, media and entertainment, government sector and others. Region wise, it is analyzed across North America, Europe, Asia-Pacific, and LAMEA.

Impact of COVID-19 Pandemic on Customer Experience Management Software Market:

Post COVID-19, size of the customer experience management software market is estimated to grow from $8,617 million in 2020 and projected to reach $23,835 million by 2027, at a CAGR of 15.6%. The current estimation of 2027 is projected to be higher than pre-COVID-19 estimates. The COVID-19 outbreak has low impact on growth of the customer experience management software market. Social distancing measures has led the business to transition toward the adoption of online channel for optimizing the sales and profit margin. This online consumer behavior has led the companies to adopt analytics and experience management technologies for understanding the ever-changing consumer needs and requirements. This confronting issue has led the users to adopt digital media and technologies, irrespective of their age, linguistic preference or physical challenges.

Customer Experience Management Software Market
By Component

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Service segment is projected as one of the most lucrative segments.

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Top impacting factors    

Growing popularity of on-demand business model; increasing adoption of omnichannel shopping experience and the need for personalization within the consumer behavior has mandated the companies to adopt strategic initiatives that are expected to boost the overall product sales, thereby creating higher profit margins. However, complexities in integrating electronic data interchange and data synchronization and bias issue within the operational data is estimated to hinder the overall market growth.

On-demand business model that has a primary emphasis on customers to have a colossal impact on the market growth

There has been drastic structural changes over the traditional business structure, giving rise to a new and lucrative concept termed as “On-demand” business model. This business structure primarily focuses on offering direct customer oriented services, thereby fulfilling the customer demands in a short time frame, which results in widening the customer base backed by excellent customer products and services. As these business model operates on higher profit margins coupled with better customer services, the investors are primarily focusing on investing in such firms. For instance, one of the popular cases of such massive funding is the Uber that received a funding of around $8.6 billion till 2016 and Airbnb that raised an amount of around $2.4 billion 2016.

Customer Experience Management Software Market
By Platform

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Voice Assistant Platform is projected as one of the most lucrative segments.

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From the aforementioned pointers, one thing that has to be noted is that all operational success of these companies wholly depend on the customer oriented needs and services. Thus, gaining an in depth understanding of customer requirements as per the trend variation turns out to be a significant measure. Similarly, gaining total experience about the overall customer interaction with an aim to improve the flaws also becomes important, this scenario elevates the need for customer experience management software. Furthermore, as customers are adopting multiple platforms such as mobile app, websites, chats and various others in gaining such services, there is a need for garnering the customer reviews in a unified platform, thereby alleviating the need for experience management software.

Omnichannel shopping turning out to be a game changer for the market growth structure

Omnichannel shopping structure primarily aims in providing a multi-platform sales approach adopted by the companies in delivering an enhanced shopping experience to the customer, both from online and brick-and-mortar stores. As per the statistics, this shopping model provides a customer retention rate of around 89%, as compared to the retention rate of 33% for the companies with a weak omnichannel strategies. Various well known retail brands including Bed Bath & Beyond, Kohl’s, and DSW has plans to invest around $250 million on omnichannel strategies including click-and-collect, Omni-inventory management, digital marketing, and personalization. Thus, a rapid growth in the adoption of this strategy has encouraged the companies to minutely analyze the operational model, right from presenting the data about the products, buying procedure and aftermarket services, thereby creating an immense demand for experience management software.

Customer Experience Management Software Market
By Region

2027
North America 
Europe
Asia-pacific
Lamea

Asia-Pacific is projected as one of the most significant region.

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Key Benefits For Stakeholders

  • This study includes the customer experience management software market analysis, trends, and future estimations to determine imminent investment pockets.
  • The report presents information related to key drivers, restraints, and customer experience management software market opportunity.
  • The customer experience management software market size is quantitatively analyzed from 2019 to 2027 to highlight the financial competency of the industry.
  • Porter’s five forces analysis illustrates the potency of buyers & suppliers in customer experience management software industry.

Key Market Segments

By Component    

  • Software
  • Services

By Deployment Type

  • On-Premise
  • Cloud

By Platform

  • Website
  • Email
  • Voice Assistants
  • Mobile App
  • Others

By Industries

  • Retail
  • BFSI
  • Healthcare
  • Media and Entertainment
  • Government Sector
  • Others

By Region

  • North America
    • U.S.
    • Canada
  • Europe 
    • UK
    • Germany
    • France
    • Rest of Europe
  • Asia-Pacific 
    • China
    • India
    • Japan
    • Rest of Asia-Pacific
  • LAMEA
    • Latin America 
    • Middle East
    • Africa

Key Market Players

  • Adobe
  • Avaya
  • IBM
  • Nice
  • Oracle
  • SAP
  • Verint
  • Zendesk
  • SAS
  • Salesforce
 

CHAPTER 1:INTRODUCTION

1.1.REPORT DESCRIPTION
1.2.KEY BENEFITS FOR STAKEHOLDERS
1.3.KEY MARKET SEGMENTS

1.3.1.Key market players

1.4.RESEARCH METHODOLOGY

1.4.1.Secondary research
1.4.2.Primary research
1.4.3.Analyst tools & models

CHAPTER 2:EXECUTIVE SUMMARY

2.1.KEY FINDINGS

2.1.1.Top impacting factors
2.1.2.Top investment pockets

2.2.CXO PERSPECTIVE

CHAPTER 3:MARKET OVERVIEW

3.1.MARKET DEFINITION AND SCOPE
3.2.KEY FORCES SHAPING THE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET
3.3.MARKET DYNAMICS

3.3.1.Drivers

3.3.1.1.Growing popularity of on demand business model
3.3.1.2.Increasing adoption of omnichannel shopping behavior 

3.3.2.Restraints

3.3.2.1.Complexities in integrating electronic data interchange and data synchronization 
3.3.2.2.Bias in operational data resulting in an incomplete insight generation 

3.3.3.Opportunities

3.3.3.1.AI integrated customer experience management software to be a game changer
3.3.3.2.Cloud based business model to widen the opportunity for Customer experience management software 

3.4.COVID-19 IMPACT ANALYSIS ON THE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET

3.4.1.Impact on market size
3.4.2.Consumer trends, preferences, and budget impact
3.4.3.Economic impact
3.4.4.Key player strategies to tackle negative impact
3.4.5.Opportunity window

CHAPTER 4:CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT

4.1.OVERVIEW
4.2.SOFTWARE

4.2.1.Key market trends, growth factors, and opportunities
4.2.2.Market size and forecast, by region
4.2.3.Market analysis, by country

4.3.SERVICES

4.3.1.Key market trends, growth factors, and opportunities
4.3.2.Market size and forecast, by region
4.3.3.Market analysis, by country

CHAPTER 5:CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE

5.1.OVERVIEW
5.2.ON-PREMISE

5.2.1.Key market trends, growth factors, and opportunities
5.2.2.Market size and forecast, by region
5.2.3.Market analysis, by country

5.3.CLOUD

5.3.1.Key market trends, growth factors, and opportunities
5.3.2.Market size and forecast, by region
5.3.3.Market analysis, by country

CHAPTER 6:CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM

6.1.OVERVIEW
6.2.WEBSITE

6.2.1.Key market trends, growth factors, and opportunities
6.2.2.Market size and forecast, by region
6.2.3.Market analysis, by country

6.3.EMAIL

6.3.1.Key market trends, growth factors, and opportunities
6.3.2.Market size and forecast, by region
6.3.3.Market analysis, by country

6.4.VOICE ASSISTANTS

6.4.1.Key market trends, growth factors, and opportunities
6.4.2.Market size and forecast, by region
6.4.3.Market analysis, by country

6.5.MOBILE APP

6.5.1.Key market trends, growth factors, and opportunities
6.5.2.Market size and forecast, by region
6.5.3.Market analysis, by country

6.6.OTHERS

6.6.1.Key market trends, growth factors, and opportunities
6.6.2.Market size and forecast, by region
6.6.3.Market analysis, by country

CHAPTER 7:CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES

7.1.OVERVIEW
7.2.RETAIL

7.2.1.Key market trends, growth factors, and opportunities
7.2.2.Market size and forecast, by region
7.2.3.Market analysis, by country

7.3.BFSI

7.3.1.Key market trends, growth factors, and opportunities
7.3.2.Market size and forecast, by region
7.3.3.Market analysis, by country

7.4.HEALTHACRE

7.4.1.Key market trends, growth factors, and opportunities
7.4.2.Market size and forecast, by region
7.4.3.Market analysis, by country

7.5.MEDIA AND ENTERTAINMENT

7.5.1.Key market trends, growth factors, and opportunities
7.5.2.Market size and forecast, by region
7.5.3.Market analysis, by country

7.6.GOVERNMENT SECTOR

7.6.1.Key market trends, growth factors, and opportunities
7.6.2.Market size and forecast, by region
7.6.3.Market analysis, by country

7.6.OTHERS

7.6.1.Key market trends, growth factors, and opportunities
7.6.2.Market size and forecast, by region
7.6.3.Market analysis, by country

CHAPTER 8:CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY REGION

8.1.OVERVIEW
8.2.NORTH AMERICA

8.2.1.Key market trends, growth factors and opportunities
8.2.2.Market size and forecast, by component
8.2.3.Market size and forecast, by Platform
8.2.4.Market size and forecast, by deployment type
8.2.5.Market size and forecast, by Industries
8.2.6.Market analysis, by country

8.2.6.1.U.S.

8.2.6.1.1.Market size and forecast, by component
8.2.6.1.2.Market size and forecast, by Platform
8.2.6.1.3.Market size and forecast, by deployment type
8.2.6.1.4.Market size and forecast, by Industries

8.2.6.2.Canada

8.2.6.2.1.Market size and forecast, by component
8.2.6.2.2.Market size and forecast, by Platform
8.2.6.2.3.Market size and forecast, by deployment type
8.2.6.2.4.Market size and forecast, by Industries

8.3.EUROPE

8.3.1.Key market trends, growth factors and opportunities
8.3.2.Market size and forecast, by component
8.3.3.Market size and forecast, by Platform
8.3.4.Market size and forecast, by deployment type
8.3.5.Market size and forecast, by Industries
8.3.6.Market analysis, by country

8.3.6.1.UK

8.3.6.1.1.Market size and forecast, by component
8.3.6.1.2.Market size and forecast, by Platform
8.3.6.1.3.Market size and forecast, by deployment type
8.3.6.1.5.Market size and forecast, by Industries

8.3.6.2.Germany

8.3.6.2.1.Market size and forecast, by component
8.3.6.2.2.Market size and forecast, by Platform
8.3.6.2.3.Market size and forecast, by deployment type
8.3.6.2.4.Market size and forecast, by Industries

8.3.6.3.France

8.3.6.3.1.Market size and forecast, by component
8.3.6.3.2.Market size and forecast, by Platform
8.3.6.3.3.Market size and forecast, by deployment type
8.3.6.3.5.Market size and forecast, by Industries

8.3.6.4.Spain

8.3.6.4.1.Market size and forecast, by component
8.3.6.4.2.Market size and forecast, by Platform
8.3.6.4.3.Market size and forecast, by deployment type
8.3.6.4.4.Market size and forecast, by Industries

8.3.6.5.Italy

8.3.6.5.1.Market size and forecast, by component
8.3.6.5.2.Market size and forecast, by Platform
8.3.6.5.3.Market size and forecast, by deployment type
8.3.6.5.4.Market size and forecast, by Industries

8.3.6.6.Rest of Europe

8.3.6.6.1.Market size and forecast, by component
8.3.6.6.2.Market size and forecast, by Platform
8.3.6.6.3.Market size and forecast, by deployment type
8.3.6.6.4.Market size and forecast, by storage medium
8.3.6.6.5.Market size and forecast, by Industries

8.4.ASIA-PACIFIC

8.4.1.Key market trends, growth factors and opportunities
8.4.2.Market size and forecast, by component
8.4.3.Market size and forecast, by Platform
8.4.4.Market size and forecast, by deployment type
8.4.5.Market size and forecast, by Industries
8.4.6.Market analysis, by country

8.4.6.1.China

8.4.6.1.1.Market size and forecast, by component
8.4.6.1.2.Market size and forecast, by Platform
8.4.6.1.3.Market size and forecast, by deployment type
8.4.6.1.4.Market size and forecast, by Industries

8.4.6.2.India

8.4.6.2.1.Market size and forecast, by component
8.4.6.2.2.Market size and forecast, by Platform
8.4.6.2.3.Market size and forecast, by deployment type
8.4.6.2.4.Market size and forecast, by Industries

8.4.7.3.Japan

8.4.6.3.1.Market size and forecast, by component
8.4.6.3.2.Market size and forecast, by Platform
8.4.6.3.3.Market size and forecast, by deployment type
8.4.6.3.4.Market size and forecast, by Industries

8.4.6.4.South Korea

8.4.6.4.1.Market size and forecast, by component
8.4.6.4.2.Market size and forecast, by Platform
8.4.6.4.3.Market size and forecast, by deployment type
8.4.6.4.4.Market size and forecast, by Industries

8.4.6.5.Australia

8.4.6.5.1.Market size and forecast, by component
8.4.6.5.2.Market size and forecast, by Platform
8.4.6.5.3.Market size and forecast, by deployment type
8.4.6.5.4.Market size and forecast, by Industries

8.4.6.6.Rest of Asia-Pacific

8.4.6.6.1.Market size and forecast, by component
8.4.6.6.2.Market size and forecast, by Platform
8.4.6.6.3.Market size and forecast, by deployment type
8.4.7.6.4.Market size and forecast, by Industries

8.5.LAMEA

8.5.1.Key market trends, growth factors and opportunities
8.5.2.Market size and forecast, by component
8.5.3.Market size and forecast, by Platform
8.5.4.Market size and forecast, by deployment type
8.5.5.Market size and forecast, by Industries
8.5.6.Market analysis, by country

8.5.6.1.Latin America

8.5.6.1.1.Market size and forecast, by component
8.5.6.1.2.Market size and forecast, by Platform
8.5.6.1.3.Market size and forecast, by deployment type
8.5.6.1.4.Market size and forecast, by Industries

8.5.6.2.Middle East

8.5.6.2.1.Market size and forecast, by component
8.5.6.2.2.Market size and forecast, by Platform
8.5.6.2.3.Market size and forecast, by deployment type
8.5.6.2.4.Market size and forecast, by Industries

8.5.6.3.Africa

8.5.6.3.1.Market size and forecast, by component
8.5.6.3.2.Market size and forecast, by Platform
8.5.6.3.3.Market size and forecast, by deployment type
8.5.6.3.4.Market size and forecast, by Industries

CHAPTER 9:COMPETITIVE LANDSCAPE

9.1.KEY PLAYER POSITIONING ANALYSIS, 2019
9.2.TOP WINNING STRATEGIES
9.3.COMPETITIVE DASHBOARD
9.4.KEY DEVELOPMENTS

9.4.1.New product launches
9.4.2.Product development
9.4.3.Collaboration
9.4.4.Acquisition
9.4.5.Partnership

CHAPTER 10:COMPANY PROFILE

10.1.ADOBE INC.

10.1.1.Company overview
10.1.2.Key executive
10.1.3.Company snapshot
10.1.4.Operating business segments
10.1.5.Product portfolio
10.1.6.Business performance
10.1.7.Key Strategic Move(s)s and developments

10.2.AVAYA.

10.2.1.Company overview
10.2.2.Key executives
10.2.3.Company snapshot
10.2.4.Operating business segments
10.2.5.Product portfolio
10.2.6.R&D expenditure
10.2.7.Business performance
10.2.8.Key strategic moves and developments

10.3.IBM CORPORATION

10.3.1.Company overview
10.3.2.Key executives
10.3.3.Company snapshot
10.3.4.Operating business segments
10.3.5.Product portfolio
10.3.6.R&D expenditure
10.3.7.Business performance
10.3.8.Key strategic moves and developments

10.4.NICE LIMITED

10.4.1.Company overview
10.4.2.Key executives
10.4.3.Company snapshot
10.4.4.Operating business segments
10.4.5.Product portfolio
10.4.6.R&D expenditure
10.4.7.Business performance
10.4.8.Key strategic moves and developments

10.5.ORACLE CORPORATION

10.5.1.Company overview
10.5.2.Key executives
10.5.3.Company snapshot
10.5.4.Operating business segments
10.5.5.Product portfolio
10.5.6.R&D expenditure
10.5.7.Business performance
10.5.8.Key strategic moves and developments

10.6.SAP SE

10.6.1.Company overview
10.6.2.Key executives
10.6.3.Company snapshot
10.6.4.Product portfolio
10.6.5.R&D expenditure
10.6.6.Business performance
10.6.7.Key strategic moves and developments

10.7.VERINT SYSTEMS

10.7.1.Company overview
10.7.2.Key executives
10.7.3.Company snapshot
10.7.4.Operating business segments
10.7.5.Product portfolio
10.7.6.R&D expenditure
10.7.7.Business performance
10.7.8.Key strategic moves and developments

10.8.ZENDESK INC.

10.8.1.Company overview
10.8.2.Key executives
10.8.3.Company snapshot
10.8.4.Product portfolio
10.8.5.Business performance
10.8.6.Key strategic moves and developments

10.9.SAS

10.9.1.Company overview
10.9.2.Company snapshot
10.9.3.Operating business segments
10.9.4.Product portfolio
10.9.5.R&D expenditure
10.9.6.Business performance
10.9.7.Key strategic moves and developments

10.10.SALESFORCE

10.10.1.Company overview
10.10.2.Key executives
10.10.3.Company snapshot
10.10.4.Product portfolio
10.10.5.R&D expenditure
10.10.6.Business performance
10.10.7.Key strategic moves and developments

LIST OF TABLES

TABLE 01.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 02.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR SOFTWARE, BY REGION, 2019–2027 ($MILLION)
TABLE 03.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR SERVICES, BY REGION, 2019–2027 ($MILLION)
TABLE 04.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 05.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR WEBSITE SEGMENT, BY REGION, 2019–2027 ($MILLION)
TABLE 06.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR EMAIL SEGMENT, BY REGION, 2019–2027 ($MILLION)
TABLE 07.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR VOICE ASSISTANT SEGMENT, BY REGION, 2019–2027 ($MILLION)
TABLE 08.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR MOBILE APP SEGMENT, BY REGION, 2019–2027 ($MILLION)
TABLE 09.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR OTHERS SEGMENT, BY REGION, 2019–2027 ($MILLION)
TABLE 10.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 11.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR ON-PREMISE, 2019–2027 ($MILLION)
TABLE 12.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR CLOUD, BY REGION, 2019–2027 ($MILLION)
TABLE 13.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 14.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR RETAIL, BY REGION, 2019–2027 ($MILLION)
TABLE 19.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR BFSI AND POST-PRODUCTION, BY REGION, 2019–2027 ($MILLION)
TABLE 20.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR HEALTHCARE, BY REGION, 2019–2027 ($MILLION)
TABLE 21.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR MEDIA AND ENTERTAINMENT, BY REGION, 2019–2027 ($MILLION)
TABLE 22.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR GOVERNMENT SECTOR, BY REGION, 2019–2027 ($MILLION)
TABLE 23.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR GOVERNMENT SECTOR, BY REGION, 2019–2027 ($MILLION
TABLE 24.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR OTHERS, BY REGION, 2019–2027 ($MILLION)
TABLE 25.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY REGION, 2019–2027 ($MILLION)
TABLE 26.NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 25.NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 26.NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 27.NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 28.NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2019–2027 ($MILLION)
TABLE 29.U.S. CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 30.U.S. CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 31.U.S. CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 32.U.S. CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 33.CANADA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 34.CANADA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 35.CANADA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 36.CANADA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 37.EUROPE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 38.EUROPE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 39.EUROPE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 40.EUROPE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 41.EUROPE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2019–2027 ($MILLION)
TABLE 42.UK CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 43.UK CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 44.UK CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 45.UK CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 46.GERMANY CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 47.GERMANY CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 48.GERMANY CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 49.GERMANY CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 50.FRANCE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 51.FRANCE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 52.FRANCE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 53.FRANCE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 54.SPAIN CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 62.SPAIN CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 63.SPAIN CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 64.SPAIN CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 65.ITALY CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 66.ITALY CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 67.ITALY CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 68.ITALY CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 69.REST OF EUROPE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 70.REST OF EUROPE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 71.REST OF EUROPE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 72.REST OF EUROPE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 73.ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 74.ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 75.ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 76.ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 77.ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2019–2027 ($MILLION)
TABLE 78.CHINA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 79.CHINA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 80.CHINA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 81.CHINA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 82.INDIA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 83.INDIA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 84.INDIA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 85.INDIA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 86.JAPAN CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 87.JAPAN CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 88.JAPAN CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 89.JAPAN CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 90.SOUTH KOREA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 91.SOUTH KOREA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 92.SOUTH KOREA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 93.SOUTH KOREA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 94.AUSTRALIA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 95.AUSTRALIA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 96.AUSTRALIA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 97.AUSTRALIA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 98.REST OF ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 99.REST OF ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 100.REST OF ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 101.REST OF ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 102.LAMEA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 103.LAMEA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 104.LAMEA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 105.LAMEA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 106.LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 107.LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 108.LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 109.LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY STORAGE MEDIUM, 2019–2027 ($MILLION)
TABLE 110.LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 111.MIDDLE EAST CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 112.MIDDLE EAST CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 113.MIDDLE EAST CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 114.MIDDLE EAST CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 115.AFRICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
TABLE 116.AFRICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
TABLE 117.AFRICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
TABLE 118.AFRICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
TABLE 119.KEY NEW PRODUCT LAUNCHES (2017-2020)
TABLE 120.PRODUCT DEVELOPMENT (2017-2020)
TABLE 121.COLLABORATION (2017-2020)
TABLE 122.ACQUISITION (2017-2020)
TABLE 123.PARTNERSHIP (2017-2020)
TABLE 124.ADOBE INC.: KEY EXECUTIVE
TABLE 125.ADOBE, INC.: COMPANY SNAPSHOT
TABLE 126.ADOBE INC.: OPERATING SEGMENTS
TABLE 127.ADOBE, INC.: PRODUCT PORTFOLIO
TABLE 128.AVAYA.: PRODUCT CATEGORIES
TABLE 129.AVAYA.: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 130.IBM.: KEY EXECUTIVES
TABLE 131.IBM.: COMPANY SNAPSHOT
TABLE 132.IBM..: PRODUCT CATEGORIES
TABLE 133.IBM: PRODUCT PORTFOLIO
TABLE 134.NICE SYSTEMS: KEY EXECUTIVES
TABLE 135.NICE SYSTEMS: COMPANY SNAPSHOT
TABLE 136.NICE SYSTEMS: OPERATING SEGMENTS
TABLE 137.NICE SYSTEMS: PRODUCT PORTFOLIO
TABLE 138.ORACLE CORPORATION : KEY EXECUTIVES
TABLE 139.ORACLE CORPORATION : COMPANY SNAPSHOT
TABLE 140.ORACLE CORPORATION : OPERATING SEGMENTS
TABLE 141.ORACLE CORPORATION : PRODUCT PORTFOLIO
TABLE 142.SAP: KEY EXECUTIVES
TABLE 143.SAP: COMPANY SNAPSHOT
TABLE 144.SAP: PRODUCT PORTFOLIO
TABLE 145.VERINT: KEY EXECUTIVES
TABLE 146.VERINT: COMPANY SNAPSHOT
TABLE 147.VERINT: OPERATING SEGMENTS
TABLE 148.VERINT: PRODUCT PORTFOLIO
TABLE 149.VERINT: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 150.SEAGATE TECHNOLOGY LLC: KEY EXECUTIVES
TABLE 151.SEAGATE TECHNOLOGY LLC: COMPANY SNAPSHOT
TABLE 152.SEAGATE TECHNOLOGY LLC: PRODUCT PORTFOLIO
TABLE 153.ZENDESK: KEY EXECUTIVES
TABLE 154.ZENDESK: COMPANY SNAPSHOT
TABLE 155.ZENDESK: OPERATING SEGMENTS
TABLE 156.SAS: PRODUCT PORTFOLIO
TABLE 157.SAS.: KEY EXECUTIVES
TABLE 158.SAS.: COMPANY SNAPSHOT
TABLE 159.SAS.: PRODUCT PORTFOLIO

LIST OF FIGURES

FIGURE 01.KEY MARKET SEGMENTS
FIGURE 02.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET SNAPSHOT, BY SEGMENT, 2019–2027
FIGURE 03.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET SNAPSHOT, BY COUNTRY, 2019–2027
FIGURE 04.TOP IMPACTING FACTORS
FIGURE 05.TOP INVESTMENT POCKETS
FIGURE 06.MODERATE-TO-MODERATE BARGAINING POWER OF SUPPLIERS
FIGURE 07.MODERATE-TO-HIGH BARGAINING POWER OF BUYERS
FIGURE 08.MODERATE-TO-HIGH THREAT OF SUBSTITUTES
FIGURE 09.MODERATE-TO-HIGH THREAT OF NEW ENTRANTS
FIGURE 10.HIGH COMPETITIVE RIVALRY
FIGURE 11.MARKET DYNAMICS: GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET
FIGURE 12.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2019–2027 ($MILLION)
FIGURE 13.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR SOFTWARE, BY COUNTRY,  2019 & 2027 (%)
FIGURE 14.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR SERVICES, BY COUNTRY, 2019 & 2027 (%)
FIGURE 15.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY PLATFORM, 2019–2027 ($MILLION)
FIGURE 16.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR WEBSITE SEGMENT, BY COUNTRY, 2019 & 2027 (%)
FIGURE 17.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR EMAIL SEGMENT, BY COUNTRY, 2019 & 2027 (%)
FIGURE 18.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR VOICE ASSISTANT SEGMENT, BY COUNTRY, 2019 & 2027 (%)
FIGURE 19.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR MOBILE APP, BY COUNTRY, 2019 & 2027 (%)
FIGURE 20.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR OTHERS, BY COUNTRY, 2019 & 2027 (%)
FIGURE 21.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT TYPE, 2019–2027 ($MILLION)
FIGURE 22.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR ON-PREMISE, 2019 & 2027 (%)
FIGURE 23.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR CLOUD, 2019 & 2027 (%)
FIGURE 24.CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY INDUSTRIES, 2019–2027 ($MILLION)
FIGURE 25.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR RETAIL, BY COUNTRY,  2019 & 2027 (%)
FIGURE 26.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR BFSI, BY COUNTRY,  2019 & 2027 (%)
FIGURE 27.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR HEALTHCARE, BY COUNTRY, 2019 & 2027 (%)
FIGURE 28.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR MEDIA AND ENTERTAINMENT, BY COUNTRY, 2019 & 2027 (%)
FIGURE 29.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR GOVERNMENT SECTOR, BY COUNTRY, 2019 & 2027 (%)

FIGURE 30.COMPARATIVE SHARE ANALYSIS OF CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET FOR OTHERS, BY COUNTRY,  2019 & 2027 (%)
FIGURE 31.U.S. CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 32.CANADA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 33.UK CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 34.GERMANY CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 35.FRANCE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 36.SPAIN CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 37.RUSSIA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 38.REST OF EUROPE CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 39.CHINA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 40.INDIA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 41.JAPAN CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 42.SOUTH KOREA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 43.AUSTRALIA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 44.REST OF ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 45.LAMEA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2019–2027 ($MILLION)
FIGURE 46.LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 47.MIDDLE EAST CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 48.AFRICA CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, 2019–2027 ($MILLION)
FIGURE 49.KEY PLAYER POSITIONING ANALYSIS: GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET
FIGURE 50.TOP WINNING STRATEGIES, BY YEAR, 2017-2020
FIGURE 51.TOP WINNING STRATEGIES, BY DEVELOPMENT, 2017-2020
FIGURE 52.TOP WINNING STRATEGIES, BY COMPANY, 2017-2020
FIGURE 53.COMPETITIVE DASHBOARD
FIGURE 54.COMPETITIVE DASHBOARD
FIGURE 55.COMPETITIVE HEATMAP OF KEY PLAYERS
FIGURE 56.ADOBE INC.: REVENUE, 2017–2019 ($MILLION)
FIGURE 57.ADOBE, INC.: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 58.ADOBE, INC.: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 59.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 60.AVAYA..: REVENUE, 2017–2019 ($MILLION)
FIGURE 61.AVAYA: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 62.AVAYA.: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 63.AVAYA, 2017–2019 ($MILLION)
FIGURE 64.INTERNATIONAL BUSINESS MACHINES CORPORATION: REVENUE, 2017–2019 ($MILLION)
FIGURE 65.INTERNATIONAL BUSINESS MACHINES CORPORATION: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 66.INTERNATIONAL BUSINESS MACHINES CORPORATION: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 67.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 68.NICE: REVENUE, 2017–2019 ($MILLION)
FIGURE 69.NICE REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 70.NICE: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 71.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 72.ORACLE: REVENUE, 2017–2019 ($MILLION)
FIGURE 72.ORACLE: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 73.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 74.SAP: REVENUE, 2017–2019 ($MILLION)
FIGURE 75.SAP: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 76.SAP: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 77.VERINT: REVENUE, 2017–2019 ($MILLION)
FIGURE 78.VERINT: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 79.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 80.ZENDESK: REVENUE, 2017–2019 ($MILLION)
FIGURE 81.ZENDESK: REVENUE SHARE BY SEGMENT, 2019 (%)
FIGURE 82.ZENDESK: REVENUE SHARE BY REGION, 2019 (%)
FIGURE 83.R&D EXPENDITURE, 2017–2019 ($MILLION)
FIGURE 84.SAS.: REVENUE, 2017–2019 ($MILLION)
FIGURE 85.SAS.: REVENUE SHARE BY REGION, 2019 (%)

 
 

Customer analysis right from their decision in product choice, comparison of competitors, delivering product and aftermarket support has been the major key pointers in all business model operating within the economy. With the growing influence of online sales and marketing channel not only for the retail & e-commerce sector but also within the colossal manufacturing, healthcare and also in educational one the scope of customer experience has widened creating a high profitable scenario for the market. Additionally, with the emergence of COVID pandemic there has been a major upgradation within the business model, bringing a transition towards the adoption of online working scenario thereby creating the demand for efficient customer analysis, depicting a highly positive correlation within the market structure.

With the strengthening of analytics technology, understanding the scope of customer need and behavior for current and future time period is gaining a rapid traction, thereby reducing the risk of colossal losses. B2B e-commerce has gained a rapid growth, within these COVID scenario, as the companies has shifted to digital sales, giving a fivefold revenue growth. As such scenario is being observed within all the industries, the need for understanding the customer right from platform choice for product/service availability, wide range of personalization and offers has one of the major agenda, putting customer experience management software in the forefront. In October 2020, SAP launched its customer data platform that primarily focuses on integrating data from multiple sources within and outside of a company, including online sources and social channels.  This decision primarily signifies the development taken by SAP within the customer experience software and thereby building a leadership in building an intelligent enterprise model.

Growing importance of omnichannel shopping experience and personalization method has been creating a lucrative opportunity for the overall market growth, as it presents a wide range of choice to the customer for gaining an immersive product buying experience, widening the scope of improvements both in terms of performance and appearance. The company Zappos that was acquired by Amazon is known for its excellent customer experience techniques, it immensely focuses on creating an immersive customer experience methods, paying around 75% rate of its repeat customer.

Integration of advanced technologies such as AI and machine learning is set to take the software to a next level, with a deep level understanding of customer behavior and needs, thereby creating a higher profit margins. Voice assistants and facial recognition are gaining a rapid demand, thereby increasing the adoption rate to around 77% on a global basis. With these integration and plugins customer experience management software market is estimated to reach at a newer heights.

Customer experience management software market comprises of large number of players ranging from tier 1 to tier 3 companies, thereby creating a concentrated market scenario with the major players acquiring around 40-50% share. With the demand for such software on the rise, there is an intense competitive rivalry within the market scenario. This competitive scenario is estimated to create a higher innovation within the product portfolio, including the integration of AI, machine learning and analytics based feature that is set to boost the product demand during the forecast period. In March 2018, Nokia has unveiled the latest version of its Cognitive Analytics for Customer Insight software, providing powerful new capabilities so service provider business, IT and engineering organizations can consistently deliver a superior real-time and personalized customer experience.

 
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