Customer Experience Management Market Market Report 2030: Key Leading Countries, New Product Offerings, Geographic Presence Analysis and Forecast 2030

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Customer Experience Management Market is valued approximately USD 6.9 billion in 2018 and is anticipated to grow with a healthy growth rate of more than 13.3% over the forecast period 2019-2026. The customer experience management allows the customer to interact with the company through various touch points to create differentiated experiences. The growing traction of customer experience management among various companies owing to increasing advancement in cloud-based customer experience management. The customer experience management enables various organizations to retain their customer base by offering enhanced customer experience across various channels.

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Further, the customer experience management enables the organization to strengthen their brand presence, increase customer loyalty along with reducing customer churn. Moreover, the rising demand for big data analytics has enables the growth of the market segment. The customer experience management provides the real-time tracking of the customers along with their behavior.

In the statistics by Eurostat, the total value of the ICT sector including manufacturing and services of ICT in Europe, was estimated to be more than EUR 475 billion in the year 2017. Out of these, the ICT services sector accounted for the largest share. Moreover, the ICT services sector is predicted to be ten times larger than that of ICT manufacturing. On the other hand, the ICT services consist of computer programming, consultancy and related activities, along with telecommunication activities, out of which the former held about 49.1% share while the latter held around 30.3% share in the year 2017. These factors are estimated to impact positively towards the growth of the market in the next few years. According to the statistics by GSMA Intelligence, total cellular connections worldwide as of May 2020 was recorded to 10,18 billion.

As per the Eurostat, the total value of the ICT sector in Europe, including the ICT manufacturing and ICT services, was estimated to be more than EUR 475 billion in 2017. In this sector, the ICT services account for the major share as it is predicted to be ten times larger than the share held by ICT manufacturing. ICT services consist of computer programming, consultancy and related activities which held about 49.1% share while the telecommunications activities held around 30.3% share in the segment in 2017. These factors are estimated to impact the market growth in a positive manner in the next few years.

The regional analysis of Customer Experience Management market is considered for the key regions such as Asia Pacific, North America, Europe, Latin America and Rest of the World. North America is expected to register significant growth over the forecast period owing to the rising demand across various industry verticals such as BFSI, telecom, IT & telecom and healthcare industry. The integration of AI and data analytics along with increased digital growth in customer experience management software has accelerated the growth of the region.

For instance, In May 2019, Medallia Inc., customer experience management service provider, has announced to acquire Strikedeck, an advanced platform enabling companies to drive customer success (CS). The acquisition provides the company to expand its product portfolio in B2B customer experience management. The companies will provide information such as renewals of account, product adoption and usage, subscriptions, billing along with many other information to the client.

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Chapter 1. Executive Summary
1.1. Market Snapshot
1.2. Global & Segmental Market Estimates & Forecasts, 2017-2026 (USD Billion)
1.2.1. Customer Experience Management Market, by Region, 2017-2026 (USD Billion)
1.2.2. Customer Experience Management Market, by Touch Point Type, 2017-2026 (USD Billion)
1.2.3. Customer Experience Management Market, by End-Use, 2017-2026 (USD Billion)
1.3. Key Trends
1.4. Estimation Methodology
1.5. Research Assumption
Chapter 2. Customer Experience Management Market Definition and Scope
2.1. Objective of the Study
2.2. Market Definition & Scope
2.2.1. Scope of the Study
2.2.2. Industry Evolution
2.3. Years Considered for the Study
2.4. Currency Conversion Rates
Chapter 3. Customer Experience Management Market Dynamics
3.1. Customer Experience Management Market Impact Analysis (2018-2026)
3.1.1. Market Drivers
3.1.2. Market Challenges
3.1.3. Market Opportunities
Chapter 4. Customer Experience Management 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 (2016-2026)
4.2. PEST Analysis
4.2.1. Political
4.2.2. Economical
4.2.3. Social
4.2.4. Technological
4.3. Investment Adoption Model
4.4. Analyst Recommendation & Conclusion
Chapter 5. Customer Experience Management Market, by Touch Point Type
5.1. Market Snapshot
5.2. Customer Experience Management Market by Touch Point Type, Performance - Potential Analysis
5.3. Customer Experience Management Market Estimates & Forecasts by Touch Point Type 2016-2026 (USD Billion)
5.4. Customer Experience Management Market, Sub Segment Analysis
5.4.1. Store/Branch
5.4.2. Call centre
5.4.3. Social media
5.4.4. E-mail
5.4.5. Mobile
5.4.6. Web services
5.4.7. Others
Chapter 6. Customer Experience Management Market, by End-Use
6.1. Market Snapshot
6.2. Customer Experience Management Market by End-Use, Performance - Potential Analysis
6.3. Customer Experience Management Market Estimates & Forecasts by End-Use 2016-2026 (USD Billion)
6.4. Customer Experience Management Market, Sub Segment Analysis
6.4.1. Telecom & IT
6.4.2. Public sector
6.4.3. Energy and utilities
6.4.4. Retail
6.4.5. Manufacturing
6.4.6. Healthcare
6.4.7. BFSI

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