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Press Release:

Global Customer Experience Management Software Market to Grow at 14.10% During 2022-2027, Impelled by Considerable Increase in Data Generation

COVID-19
The pandemic continues to cause unprecedented disruption across industries worldwide.
Get detailed insights regarding the impact of COVID-19 on the market.

Customer Experience Management Software Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2022-2027

Market Overview:

The global customer experience management software market reached a value of US$ 9,768.0 Million in 2021. Looking forward, IMARC Group expects the market to reach a value of US$ 23,431.8 Million by 2027 exhibiting a CAGR of 14.10% during 2022-2027. Keeping in mind the uncertainties of COVID-19, we are continuously tracking and evaluating the direct as well as the indirect influence of the pandemic on different end use industries. These insights are included in the report as a major market contributor.

Customer experience management (CEM) software assists in tracking, reacting and monitoring customer reactions with a brand to meet expectations and improve their overall experience. It also aids in analyzing feedback and facilitates organizations with comprehensive insights that help take actions for favorable business outcomes. It stores all the information of customers with real-time updates that are easy to share with different teams. As a result, it finds extensive applications in retail, healthcare, media and entertainment (M&E), and banking, financial services and insurance (BFSI) sectors worldwide.

 

 
 

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Note: Values and trends in the above chart consists of dummy data and are only shown here for representation purpose. Kindly contact us for the actual market size and trends.

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Customer Experience Management Software Market Trends:

With the growing competitive market scenario, brands nowadays are adopting customer-centric approach strategies and considerably relying on customer feedback and experience to increase their profitability. They are also focusing on mergers and acquisitions (M&A), product launches, strategic developments, and partnerships and collaborations to influence their overall sales positively. Moreover, the flourishing e-commerce sector on account of the rising reliance on smartphones and convenience offered via online shopping websites like free home delivery and easy return policies is strengthening the growth of the market. Apart from this, the escalating demand for cloud-based CEM software around the world is bolstering the growth of the market. In addition, as customers are using multiple platforms like mobile apps, websites, and chats, there is a need for collecting customer reviews on a unified platform. This, coupled with the increasing applications of CEM software to determine and cater to the needs of the customers, is positively influencing the market. Besides this, rapid digitalization, increasing investments from venture capitalists, and the rising digital customer interactions across the globe are catalyzing the demand for CEM software solutions.

Key Market Segmentation:

IMARC Group provides an analysis of the key trends in each sub-segment of the global customer experience management software market, along with forecasts at the global, regional and country level from 2022-2027. Our report has categorized the market based on component, touchpoint, deployment mode, organization size and industries.

Breakup by Component:

 

 
 

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  • Solutions
  • Services
     

Breakup by Touchpoint:

  • Stores/Branches
  • Call Centers
  • Social Media Platform
  • Email
  • Mobile
  • Web Services
  • Others
     

Breakup by Deployment Mode:

  • On-premises
  • Cloud-based
     

Breakup by Organization Size:

  • Large Enterprises
  • Small and Medium-sized Enterprises
     

Breakup by Industries:

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

Breakup by Region:

 

 
 

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  • North America
    • United States
    • Canada
  • Asia-Pacific
    • China
    • Japan
    • India
    • South Korea
    • Australia
    • Indonesia
    • Others
  • Europe
    • Germany
    • France
    • United Kingdom
    • Italy
    • Spain
    • Russia
    • Others
  • Latin America
    • Brazil
    • Mexico
    • Others
  • Middle East and Africa
     

Competitive Landscape:

The competitive landscape of the industry has also been examined along with the profiles of the key players being Adobe Inc., Avaya Inc., Clarabridge (Qualtrics International), International Business Machines Corporation, Medallia Inc., NICE Ltd., Oracle Corporation, Salesforce.com Inc., SAP SE, SAS Institute Inc., Tech Mahindra Limited, Verint Systems Inc. and Zendesk.

Report Coverage:

Report Features Details
Base Year of the Analysis 2021
    Historical Period 2016-2021
Forecast Period 2022-2027
Units US$ Million
Segment Coverage Component, Touchpoint, Deployment Mode, Organization Size, Industries, Region
Region Covered  Asia Pacific, Europe, North America, Latin America, Middle East and Africa
Countries Covered United States, Canada, Germany, France, United Kingdom, Italy, Spain, Russia, China, Japan, India, South Korea, Australia, Indonesia, Brazil, Mexico
Companies Covered Adobe Inc., Avaya Inc., Clarabridge (Qualtrics International), International Business Machines Corporation, Medallia Inc., NICE Ltd., Oracle Corporation, Salesforce.com Inc., SAP SE, SAS Institute Inc., Tech Mahindra Limited, Verint Systems Inc. and Zendesk.
Customization Scope 10% Free Customization
Report Price and Purchase Option Single User License: US$ 2499
Five User License: US$ 3499
Corporate License: US$ 4499
Post-Sale Analyst Support 10-12 Weeks
Delivery Format PDF and Excel through Email (We can also provide the editable version of the report in PPT/Word format on special request)

1    Preface
2    Scope and Methodology
    2.1    Objectives of the Study
    2.2    Stakeholders
    2.3    Data Sources
        2.3.1    Primary Sources
        2.3.2    Secondary Sources
    2.4    Market Estimation
        2.4.1    Bottom-Up Approach
        2.4.2    Top-Down Approach
    2.5    Forecasting Methodology
3    Executive Summary
4    Introduction
    4.1    Overview
    4.2    Key Industry Trends
5    Global Customer Experience Management Software Market
    5.1    Market Overview
    5.2    Market Performance
    5.3    Impact of COVID-19
    5.4    Market Forecast
6    Market Breakup by Component
    6.1    Solutions
        6.1.1 Market Trends
        6.1.2 Market Forecast
    6.2    Services
        6.2.1 Market Trends
        6.2.2 Market Forecast
7    Market Breakup by Touchpoint
    7.1    Stores/Branches
        7.1.1 Market Trends
        7.1.2 Market Forecast
    7.2    Call Centers
        7.2.1 Market Trends
        7.2.2 Market Forecast
    7.3    Social Media Platform
        7.3.1 Market Trends
        7.3.2 Market Forecast
    7.4    Email
        7.4.1 Market Trends
        7.4.2 Market Forecast
    7.5    Mobile
        7.5.1 Market Trends
        7.5.2 Market Forecast
    7.6    Web Services
        7.6.1 Market Trends
        7.6.2 Market Forecast
    7.7    Others
        7.7.1 Market Trends
        7.7.2 Market Forecast
8    Market Breakup by Deployment Mode
    8.1    On-premises
        8.1.1 Market Trends
        8.1.2 Market Forecast
    8.2    Cloud-based
        8.2.1 Market Trends
        8.2.2 Market Forecast
9    Market Breakup by Organization Size
    9.1    Large Enterprises
        9.1.1 Market Trends
        9.1.2 Market Forecast
    9.2    Small and Medium-sized Enterprises
        9.2.1 Market Trends
        9.2.2 Market Forecast
10    Market Breakup by Industries
    10.1    Retail
        10.1.1 Market Trends
        10.1.2 Market Forecast
    10.2    BFSI
        10.2.1 Market Trends
        10.2.2 Market Forecast
    10.3    IT and Telecommunication
        10.3.1 Market Trends
        10.3.2 Market Forecast
    10.4    Healthcare
        10.4.1 Market Trends
        10.4.2 Market Forecast
    10.5    Media and Entertainment
        10.5.1 Market Trends
        10.5.2 Market Forecast
    10.6    Government Sector
        10.6.1 Market Trends
        10.6.2 Market Forecast
    10.7    Others
        10.7.1 Market Trends
        10.7.2 Market Forecast
11    Market Breakup by Region
    11.1    North America
        11.1.1 United States
           11.1.1.1 Market Trends
           11.1.1.2 Market Forecast
        11.1.2 Canada
           11.1.2.1 Market Trends
           11.1.2.2 Market Forecast
    11.2    Asia-Pacific
        11.2.1 China
           11.2.1.1 Market Trends
           11.2.1.2 Market Forecast
        11.2.2 Japan
           11.2.2.1 Market Trends
           11.2.2.2 Market Forecast
        11.2.3 India
           11.2.3.1 Market Trends
           11.2.3.2 Market Forecast
        11.2.4 South Korea
           11.2.4.1 Market Trends
           11.2.4.2 Market Forecast
        11.2.5 Australia
           11.2.5.1 Market Trends
           11.2.5.2 Market Forecast
        11.2.6 Indonesia
           11.2.6.1 Market Trends
           11.2.6.2 Market Forecast
        11.2.7 Others
           11.2.7.1 Market Trends
           11.2.7.2 Market Forecast
    11.3    Europe
        11.3.1 Germany
           11.3.1.1 Market Trends
           11.3.1.2 Market Forecast
        11.3.2 France
           11.3.2.1 Market Trends
           11.3.2.2 Market Forecast
        11.3.3 United Kingdom
           11.3.3.1 Market Trends
           11.3.3.2 Market Forecast
        11.3.4 Italy
           11.3.4.1 Market Trends
           11.3.4.2 Market Forecast
        11.3.5 Spain
           11.3.5.1 Market Trends
           11.3.5.2 Market Forecast
        11.3.6 Russia
           11.3.6.1 Market Trends
           11.3.6.2 Market Forecast
        11.3.7 Others
           11.3.7.1 Market Trends
           11.3.7.2 Market Forecast
    11.4    Latin America
        11.4.1 Brazil
           11.4.1.1 Market Trends
           11.4.1.2 Market Forecast
        11.4.2 Mexico
           11.4.2.1 Market Trends
           11.4.2.2 Market Forecast
        11.4.3 Others
           11.4.3.1 Market Trends
           11.4.3.2 Market Forecast
    11.5    Middle East and Africa
        11.5.1 Market Trends
        11.5.2 Market Breakup by Country
        11.5.3 Market Forecast
12    SWOT Analysis
    12.1    Overview
    12.2    Strengths
    12.3    Weaknesses
    12.4    Opportunities
    12.5    Threats
13    Value Chain Analysis
14    Porters Five Forces Analysis
    14.1    Overview
    14.2    Bargaining Power of Buyers
    14.3    Bargaining Power of Suppliers
    14.4    Degree of Competition
    14.5    Threat of New Entrants
    14.6    Threat of Substitutes
15    Price Analysis
16    Competitive Landscape
    16.1    Market Structure
    16.2    Key Players
    16.3    Profiles of Key Players
        16.3.1    Adobe Inc.
           16.3.1.1 Company Overview
           16.3.1.2 Product Portfolio
           16.3.1.3 Financials
           16.3.1.4 SWOT Analysis
        16.3.2    Avaya Inc.
           16.3.2.1 Company Overview
           16.3.2.2 Product Portfolio
           16.3.2.3 Financials
           16.3.2.4 SWOT Analysis
        16.3.3    Clarabridge (Qualtrics International)
           16.3.3.1 Company Overview
           16.3.3.2 Product Portfolio
        16.3.4    International Business Machines Corporation
           16.3.4.1 Company Overview
           16.3.4.2 Product Portfolio
           16.3.4.3 Financials
           16.3.4.4 SWOT Analysis
        16.3.5    Medallia Inc.
           16.3.5.1 Company Overview
           16.3.5.2 Product Portfolio
        16.3.6    NICE Ltd.
           16.3.6.1 Company Overview
           16.3.6.2 Product Portfolio
           16.3.6.3 Financials
           16.3.6.4 SWOT Analysis
        16.3.7    Oracle Corporation
           16.3.7.1 Company Overview
           16.3.7.2 Product Portfolio
           16.3.7.3 Financials
           16.3.7.4 SWOT Analysis
        16.3.8    Salesforce.com Inc.
           16.3.8.1 Company Overview
           16.3.8.2 Product Portfolio
           16.3.8.3 Financials
           16.3.8.4 SWOT Analysis
        16.3.9    SAP SE
           16.3.9.1 Company Overview
           16.3.9.2 Product Portfolio
           16.3.9.3 Financials
           16.3.9.4 SWOT Analysis
        16.3.10    SAS Institute Inc.
           16.3.10.1 Company Overview
           16.3.10.2 Product Portfolio
           16.3.10.3 SWOT Analysis
        16.3.11    Tech Mahindra Limited
           16.3.11.1 Company Overview
           16.3.11.2 Product Portfolio
           16.3.11.3 Financials
           16.3.11.4 SWOT Analysis
        16.3.12    Verint Systems Inc.
           16.3.12.1 Company Overview
           16.3.12.2 Product Portfolio
           16.3.12.3 Financials
           16.3.12.4 SWOT Analysis
        16.3.13    Zendesk
           16.3.13.1 Company Overview
           16.3.13.2 Product Portfolio
           16.3.13.3 Financials

List of Figures

Figure 1: Global: Customer Experience Management Software Market: Major Drivers and Challenges
Figure 2: Global: Customer Experience Management Software Market: Sales Value (in Million US$), 2016-2021
Figure 3: Global: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 4: Global: Customer Experience Management Software Market: Breakup by Component (in %), 2021
Figure 5: Global: Customer Experience Management Software Market: Breakup by Touchpoint (in %), 2021
Figure 6: Global: Customer Experience Management Software Market: Breakup by Deployment Mode (in %), 2021
Figure 7: Global: Customer Experience Management Software Market: Breakup by Organization Size (in %), 2021
Figure 8: Global: Customer Experience Management Software Market: Breakup by Industries (in %), 2021
Figure 9: Global: Customer Experience Management Software Market: Breakup by Region (in %), 2021
Figure 10: Global: Customer Experience Management Software (Solutions) Market: Sales Value (in Million US$), 2016 & 2021
Figure 11: Global: Customer Experience Management Software (Solutions) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 12: Global: Customer Experience Management Software (Services) Market: Sales Value (in Million US$), 2016 & 2021
Figure 13: Global: Customer Experience Management Software (Services) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 14: Global: Customer Experience Management Software (Stores/Branches) Market: Sales Value (in Million US$), 2016 & 2021
Figure 15: Global: Customer Experience Management Software (Stores/Branches) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 16: Global: Customer Experience Management Software (Call Centers) Market: Sales Value (in Million US$), 2016 & 2021
Figure 17: Global: Customer Experience Management Software (Call Centers) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 18: Global: Customer Experience Management Software (Social Media Platform) Market: Sales Value (in Million US$), 2016 & 2021
Figure 19: Global: Customer Experience Management Software (Social Media Platform) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 20: Global: Customer Experience Management Software (Email) Market: Sales Value (in Million US$), 2016 & 2021
Figure 21: Global: Customer Experience Management Software (Email) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 22: Global: Customer Experience Management Software (Mobile) Market: Sales Value (in Million US$), 2016 & 2021
Figure 23: Global: Customer Experience Management Software (Mobile) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 24: Global: Customer Experience Management Software (Web Services) Market: Sales Value (in Million US$), 2016 & 2021
Figure 25: Global: Customer Experience Management Software (Web Services) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 26: Global: Customer Experience Management Software (Other Touchpoints) Market: Sales Value (in Million US$), 2016 & 2021
Figure 27: Global: Customer Experience Management Software (Other Touchpoints) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 28: Global: Customer Experience Management Software (On-premises) Market: Sales Value (in Million US$), 2016 & 2021
Figure 29: Global: Customer Experience Management Software (On-premises) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 30: Global: Customer Experience Management Software (Cloud-based) Market: Sales Value (in Million US$), 2016 & 2021
Figure 31: Global: Customer Experience Management Software (Cloud-based) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 32: Global: Customer Experience Management Software (Large Enterprises) Market: Sales Value (in Million US$), 2016 & 2021
Figure 33: Global: Customer Experience Management Software (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 34: Global: Customer Experience Management Software (Small and Medium-sized Enterprises) Market: Sales Value (in Million US$), 2016 & 2021
Figure 35: Global: Customer Experience Management Software (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 36: Global: Customer Experience Management Software (Retail) Market: Sales Value (in Million US$), 2016 & 2021
Figure 37: Global: Customer Experience Management Software (Retail) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 38: Global: Customer Experience Management Software (BFSI) Market: Sales Value (in Million US$), 2016 & 2021
Figure 39: Global: Customer Experience Management Software (BFSI) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 40: Global: Customer Experience Management Software (IT and Telecommunication) Market: Sales Value (in Million US$), 2016 & 2021
Figure 41: Global: Customer Experience Management Software (IT and Telecommunication) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 42: Global: Customer Experience Management Software (Healthcare) Market: Sales Value (in Million US$), 2016 & 2021
Figure 43: Global: Customer Experience Management Software (Healthcare) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 44: Global: Customer Experience Management Software (Media and Entertainment) Market: Sales Value (in Million US$), 2016 & 2021
Figure 45: Global: Customer Experience Management Software (Media and Entertainment) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 46: Global: Customer Experience Management Software (Government Sector) Market: Sales Value (in Million US$), 2016 & 2021
Figure 47: Global: Customer Experience Management Software (Government Sector) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 48: Global: Customer Experience Management Software (Other End Use Industries) Market: Sales Value (in Million US$), 2016 & 2021
Figure 49: Global: Customer Experience Management Software (Other End Use Industries) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 50: North America: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 51: North America: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 52: United States: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 53: United States: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 54: Canada: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 55: Canada: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 56: Asia-Pacific: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 57: Asia-Pacific: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 58: China: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 59: China: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 60: Japan: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 61: Japan: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 62: India: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 63: India: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 64: South Korea: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 65: South Korea: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 66: Australia: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 67: Australia: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 68: Indonesia: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 69: Indonesia: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 70: Others: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 71: Others: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 72: Europe: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 73: Europe: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 74: Germany: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 75: Germany: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 76: France: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 77: France: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 78: United Kingdom: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 79: United Kingdom: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 80: Italy: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 81: Italy: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 82: Spain: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 83: Spain: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 84: Russia: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 85: Russia: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 86: Others: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 87: Others: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 88: Latin America: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 89: Latin America: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 90: Brazil: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 91: Brazil: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 92: Mexico: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 93: Mexico: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 94: Others: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 95: Others: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 96: Middle East and Africa: Customer Experience Management Software Market: Sales Value (in Million US$), 2016 & 2021
Figure 97: Middle East and Africa: Customer Experience Management Software Market: Breakup by Country (in %), 2021
Figure 98: Middle East and Africa: Customer Experience Management Software Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 99: Global: Customer Experience Management Software Industry: SWOT Analysis
Figure 100: Global: Customer Experience Management Software Industry: Value Chain Analysis
Figure 101: Global: Customer Experience Management Software Industry: Porter's Five Forces Analysis

List of Tables

Table 1: Global: Customer Experience Management Software Market: Key Industry Highlights, 2021 and 2027
Table 2: Global: Customer Experience Management Software Market Forecast: Breakup by Component (in Million US$), 2022-2027
Table 3: Global: Customer Experience Management Software Market Forecast: Breakup by Touchpoint (in Million US$), 2022-2027
Table 4: Global: Customer Experience Management Software Market Forecast: Breakup by Deployment Mode (in Million US$), 2022-2027
Table 5: Global: Customer Experience Management Software Market Forecast: Breakup by Organization Size (in Million US$), 2022-2027
Table 6: Global: Customer Experience Management Software Market Forecast: Breakup by Industries (in Million US$), 2022-2027
Table 7: Global: Customer Experience Management Software Market Forecast: Breakup by Region (in Million US$), 2022-2027
Table 8: Global: Customer Experience Management Software Market: Competitive Structure
Table 9: Global: Customer Experience Management Software Market: Key Players

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Key Questions Answered in This Report

The global customer experience management software market was valued at US$ 9,768.0 Million in
2021.

We expect the global customer experience management software market to exhibit a CAGR of 14.10%
during 2022-2027.

The growing popularity of cloud-based customer experience management software to determine and
cater to the diversified needs of the customers, is primarily driving the global customer experience
management software market.

The sudden outbreak of the COVID-19 pandemic has led to the rising adoption of customer experience
management software across numerous end use sectors, to remotely ensure the changing consumer
preferences, particularly during the lockdown scenario.

Based on the component, the global customer experience management software market has been
segmented into solutions and services. Currently, solutions hold the majority of the total market share.

Based on the touchpoint, the global customer experience management software market can be divided
into stores/branches, call centers, social media platform, email, mobile, web services, and others.
Among these, call centers exhibit a clear dominance in the market.

Based on the deployment mode, the global customer experience management software market has
been categorized into on-premises and cloud-based, where cloud-based currently accounts for the
majority of the global market share.

Based on the organization size, the global customer experience management software market can be
segregated into large enterprises and small and medium-sized enterprises. Currently, large enterprises
hold the largest market share.

On a regional level, the market has been classified into North America, Asia-Pacific, Europe, Latin
America, and Middle East and Africa, where North America currently dominates the global market.

Some of the major players in the global customer experience management software market include
Adobe Inc., Avaya Inc., Clarabridge (Qualtrics International), International Business Machines
Corporation, Medallia Inc., NICE Ltd., Oracle Corporation, Salesforce.com Inc., SAP SE, SAS Institute Inc.,
Tech Mahindra Limited, Verint Systems Inc., and Zendesk.

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