Customer Experience Management Market
Customer Experience Management Market Forecasts to 2030 - Global Analysis by Component (Solutions and Services), Touchpoint (Web, Mobile Applications, Social Media Platforms, Contact Centers and Email), Deployment Mode, Enterprise Size, End User and By Geography
According to Stratistics MRC, the Global Customer Experience Management Market is accounted for $14.18 billion in 2024 and is expected to reach $37.90 billion by 2030 growing at a CAGR of 17.8% during the forecast period. Customer Experience Management (CEM or CXM) is the strategic process of creating and optimizing each customer encounter with a brand in order to increase happiness, loyalty, and advocacy. It entails comprehending the requirements, inclinations, and actions of customers across all touchpoints, such as marketing, sales, and support. Businesses may provide seamless, individualized experiences that meet consumer expectations by utilizing technology, feedback, and data analytics. CEM seeks to foster long-term profitability, enhance client retention, and establish emotional bonds. In order to improve brand perception and competitive advantage, a strong CEM strategy incorporates cross-departmental initiatives, guaranteeing consistency and building trust throughout the customer experience.
According to a HubSpot survey, around 76% of businesses are investing more in offering multiple channels for customer service.
Market Dynamics:
Driver:
Growing Adoption of Digital Channels
The increasing use of digital channels is transforming the industry by allowing firms to communicate with customers via numerous touchpoints such as social media, mobile applications, and websites. This change facilitates communication, improves customisation, and offers real-time information about consumer behavior. Digital channels enable businesses to better meet client demands while providing consistent and interesting experiences. The incorporation of cutting-edge technology like artificial intelligence (AI) and analytics into CEM systems is propelling market expansion and innovation.
Restraint:
High Implementation Costs
High implementation costs are a key barrier in the Customer Experience Management (CEM) sector, particularly for small and medium-sized businesses (SMEs). Employee training, system integration, and the initial investment in cutting-edge technology might be unaffordable. These expenses can discourage companies from using CEM solutions, which would limit their capacity to improve client relations and maintain their competitiveness. As a result, businesses could put off or refrain from purchasing these crucial instruments, thus it limits market growth.
Opportunity:
Advancements in AI and Analytics
AI and analytics advancements are transforming the Customer Experience Management (CXM) sector, allowing organizations to provide tailored, real-time interactions. Large-scale consumer data is analyzed by AI-driven solutions to improve interaction, automate answers, and forecast behavior. Actionable insights from advanced analytics help businesses increase revenue, enhance retention, and optimize strategy. AI and analytics are playing a key role in changing the competitive landscape of CXM as companies place a higher priority on seamless experiences.
Threat:
Integration Complexities
Integration challenges impede the sector by making it difficult for firms to consolidate data from several channels and platforms. Decision-making delays, inefficiencies, and uneven consumer experiences are the results of this fragmentation. Businesses are unable to fully utilize the promise of sophisticated analytics and customized customer interaction strategies due to the time and resource commitment required to integrate outdated systems with contemporary CEM solutions, which hinders the growth of the market.
Covid-19 Impact:
The COVID-19 pandemic accelerated the adoption of Customer Experience Management (CEM) solutions as businesses prioritized digital engagement to address changing consumer behaviors. Remote interactions, personalized communication, and efficient issue resolution became critical, driving demand for AI-powered tools and omnichannel platforms. Industries like healthcare, e-commerce, and financial services heavily relied on CEM to maintain customer loyalty amid disruptions and shifting expectations.
The healthcare segment is expected to be the largest during the forecast period
The healthcare segment is expected to be the largest during the forecast period due to increasing demand for personalized services, seamless communication, and efficient problem resolution has prompted healthcare providers to adopt advanced CEM solutions. Technologies like AI, telehealth, and CRM systems enhance patient engagement, streamline operations, and improve satisfaction. Rising competition, regulatory mandates, and focus on patient retention further boost CEM adoption, positioning healthcare as a critical contributor to the market's growth and innovation.
The mobile applications segment is expected to have the highest CAGR during the forecast period
The mobile applications segment is expected to have the highest CAGR during the forecast period as they provide seamless communication channels, instant access to support, and tailored recommendations based on user behavior. With features like push notifications, in-app feedback, and AI-driven analytics, businesses can proactively address customer needs and improve satisfaction. Mobile apps also foster loyalty through rewards programs and streamlined experiences, ensuring convenience and engagement. As mobile usage grows, these applications are pivotal in driving customer retention.
Region with largest share:
North America is projected to hold the largest market share during the forecast period because of the widespread use of AI and analytics, as well as sophisticated digital infrastructure. Companies use CEM to improve client loyalty, promote customization, and obtain a competitive edge. Market expansion is fueled by the growing need for omnichannel interaction as well as the spread of mobile and e-commerce platforms. Furthermore, regulations that prioritize consumer rights and data protection guarantee advanced solutions that promote loyalty and trust across a range of businesses.
Region with highest CAGR:
Asia Pacific is projected to witness the highest CAGR over the forecast period due to rapid digital transformation, increasing smartphone penetration, and growing consumer expectations for personalized experiences. Businesses are leveraging CEM solutions to enhance customer satisfaction and loyalty in competitive markets like China, India, and Southeast Asia. The rise of e-commerce, social media, and advanced analytics further accelerates CEM adoption. Additionally, the region's diverse cultural and economic dynamics push companies to invest in localized, data-driven strategies, fostering significant growth in the CEM market.
Key players in the market
Some of the key players in Customer Experience Management market include Adobe Inc., Avaya Inc., Clarabridge, Freshworks Inc., Genesys, International Business Machines Corp., Medallia Inc., Miraway, Open Text Corp., Oracle Corporation, Qualtrics, SAP SE, SAS Institute Inc., Service Management Group (SMG), Tech Mahindra Ltd., Verint and Zendesk.
Key Developments:
In December 2024, Pearl Academy has collaborated with Tech Mahindra to launch the Makers Lab, will serve as an innovation hub focused on advancing Generative AI (GenAI), the Metaverse, and Gaming. It marks a significant milestone in the convergence of creative education and cutting-edge technology.
In November 2024, Tech Mahindra has signed a multi-year Strategic Collaboration Agreement (SCA) with Amazon Web Services (AWS) to develop an Autonomous Networks Operations Platform (ANOP) designed for Communication Service Providers (CSPs) and enterprise customers.
In November 2024, Tech Mahindra announced the launch of TechM agentX—a comprehensive suite of GenAI-powered solutions designed to drive intelligent automation and enhance efficiency for enterprises globally.
Components Covered:
• Solutions
• Services
Touchpoints Covered:
• Web
• Mobile Applications
• Social Media Platforms
• Contact Centers
• Email
• In-Store / Offline Touchpoints
• Virtual Assistants / Chatbots
Deployment Modes Covered:
• On-Premises
• Cloud-Based
Enterprise Sizes Covered:
• Small & Medium-Sized Enterprises (SMEs)
• Large Enterprises
End Users Covered:
• Retail & eCommerce
• Banking, Financial Services, and Insurance (BFSI)
• Healthcare
• IT & Telecommunications
• Travel & Hospitality
• Media & Entertainment
• Manufacturing
• Government & Public Sector
• Energy & Utilities
• Education
• Other End Users
Regions Covered:
• North America
o US
o Canada
o Mexico
• Europe
o Germany
o UK
o Italy
o France
o Spain
o Rest of Europe
• Asia Pacific
o Japan
o China
o India
o Australia
o New Zealand
o South Korea
o Rest of Asia Pacific
• South America
o Argentina
o Brazil
o Chile
o Rest of South America
• Middle East & Africa
o Saudi Arabia
o UAE
o Qatar
o South Africa
o Rest of Middle East & Africa
What our report offers:
- Market share assessments for the regional and country-level segments
- Strategic recommendations for the new entrants
- Covers Market data for the years 2022, 2023, 2024, 2026, and 2030
- Market Trends (Drivers, Constraints, Opportunities, Threats, Challenges, Investment Opportunities, and recommendations)
- Strategic recommendations in key business segments based on the market estimations
- Competitive landscaping mapping the key common trends
- Company profiling with detailed strategies, financials, and recent developments
- Supply chain trends mapping the latest technological advancements
Free Customization Offerings:
All the customers of this report will be entitled to receive one of the following free customization options:
• Company Profiling
o Comprehensive profiling of additional market players (up to 3)
o SWOT Analysis of key players (up to 3)
• Regional Segmentation
o Market estimations, Forecasts and CAGR of any prominent country as per the client's interest (Note: Depends on feasibility check)
• Competitive Benchmarking
o Benchmarking of key players based on product portfolio, geographical presence, and strategic alliances
Table of Contents
1 Executive Summary
2 Preface
2.1 Abstract
2.2 Stake Holders
2.3 Research Scope
2.4 Research Methodology
2.4.1 Data Mining
2.4.2 Data Analysis
2.4.3 Data Validation
2.4.4 Research Approach
2.5 Research Sources
2.5.1 Primary Research Sources
2.5.2 Secondary Research Sources
2.5.3 Assumptions
3 Market Trend Analysis
3.1 Introduction
3.2 Drivers
3.3 Restraints
3.4 Opportunities
3.5 Threats
3.6 End User Analysis
3.7 Emerging Markets
3.8 Impact of Covid-19
4 Porters Five Force Analysis
4.1 Bargaining power of suppliers
4.2 Bargaining power of buyers
4.3 Threat of substitutes
4.4 Threat of new entrants
4.5 Competitive rivalry
5 Global Customer Experience Management Market, By Component
5.1 Introduction
5.2 Solutions
5.2.1 Customer Analytics
5.2.2 Feedback Management
5.2.3 Customer Engagement Platforms
5.2.4 CRM Systems (Customer Relationship Management)
5.2.5 Omnichannel Solutions
5.2.6 Workforce Optimization
5.3 Services
5.3.1 Professional Services
5.3.2 Managed Services
6 Global Customer Experience Management Market, By Touchpoint
6.1 Introduction
6.2 Web
6.3 Mobile Applications
6.4 Social Media Platforms
6.5 Contact Centers
6.6 Email
6.7 In-Store / Offline Touchpoints
6.8 Virtual Assistants / Chatbots
7 Global Customer Experience Management Market, By Deployment Mode
7.1 Introduction
7.2 On-Premises
7.3 Cloud-Based
8 Global Customer Experience Management Market, By Enterprise Size
8.1 Introduction
8.2 Small & Medium-Sized Enterprises (SMEs)
8.3 Large Enterprises
9 Global Customer Experience Management Market, By End User
9.1 Introduction
9.2 Retail & eCommerce
9.3 Banking, Financial Services, and Insurance (BFSI)
9.4 Healthcare
9.5 IT & Telecommunications
9.6 Travel & Hospitality
9.7 Media & Entertainment
9.8 Manufacturing
9.9 Government & Public Sector
9.10 Energy & Utilities
9.11 Education
9.12 Other End Users
10 Global Customer Experience Management Market, By Geography
10.1 Introduction
10.2 North America
10.2.1 US
10.2.2 Canada
10.2.3 Mexico
10.3 Europe
10.3.1 Germany
10.3.2 UK
10.3.3 Italy
10.3.4 France
10.3.5 Spain
10.3.6 Rest of Europe
10.4 Asia Pacific
10.4.1 Japan
10.4.2 China
10.4.3 India
10.4.4 Australia
10.4.5 New Zealand
10.4.6 South Korea
10.4.7 Rest of Asia Pacific
10.5 South America
10.5.1 Argentina
10.5.2 Brazil
10.5.3 Chile
10.5.4 Rest of South America
10.6 Middle East & Africa
10.6.1 Saudi Arabia
10.6.2 UAE
10.6.3 Qatar
10.6.4 South Africa
10.6.5 Rest of Middle East & Africa
11 Key Developments
11.1 Agreements, Partnerships, Collaborations and Joint Ventures
11.2 Acquisitions & Mergers
11.3 New Product Launch
11.4 Expansions
11.5 Other Key Strategies
12 Company Profiling
12.1 Adobe Inc.
12.2 Avaya Inc.
12.3 Clarabridge
12.4 Freshworks Inc.
12.5 Genesys
12.6 International Business Machines Corp.
12.7 Medallia Inc.
12.8 Miraway
12.9 Open Text Corp.
12.10 Oracle Corporation
12.11 Qualtrics
12.12 SAP SE
12.13 SAS Institute Inc.
12.14 Service Management Group (SMG)
12.15 Tech Mahindra Ltd.
12.16 Verint
12.17 Zendesk
List of Tables
1 Global Customer Experience Management Market Outlook, By Region (2022-2030) ($MN)
2 Global Customer Experience Management Market Outlook, By Component (2022-2030) ($MN)
3 Global Customer Experience Management Market Outlook, By Solutions (2022-2030) ($MN)
4 Global Customer Experience Management Market Outlook, By Customer Analytics (2022-2030) ($MN)
5 Global Customer Experience Management Market Outlook, By Feedback Management (2022-2030) ($MN)
6 Global Customer Experience Management Market Outlook, By Customer Engagement Platforms (2022-2030) ($MN)
7 Global Customer Experience Management Market Outlook, By CRM Systems (Customer Relationship Management) (2022-2030) ($MN)
8 Global Customer Experience Management Market Outlook, By Omnichannel Solutions (2022-2030) ($MN)
9 Global Customer Experience Management Market Outlook, By Workforce Optimization (2022-2030) ($MN)
10 Global Customer Experience Management Market Outlook, By Services (2022-2030) ($MN)
11 Global Customer Experience Management Market Outlook, By Professional Services (2022-2030) ($MN)
12 Global Customer Experience Management Market Outlook, By Managed Services (2022-2030) ($MN)
13 Global Customer Experience Management Market Outlook, By Touchpoint (2022-2030) ($MN)
14 Global Customer Experience Management Market Outlook, By Web (2022-2030) ($MN)
15 Global Customer Experience Management Market Outlook, By Mobile Applications (2022-2030) ($MN)
16 Global Customer Experience Management Market Outlook, By Social Media Platforms (2022-2030) ($MN)
17 Global Customer Experience Management Market Outlook, By Contact Centers (2022-2030) ($MN)
18 Global Customer Experience Management Market Outlook, By Email (2022-2030) ($MN)
19 Global Customer Experience Management Market Outlook, By In-Store / Offline Touchpoints (2022-2030) ($MN)
20 Global Customer Experience Management Market Outlook, By Virtual Assistants / Chatbots (2022-2030) ($MN)
21 Global Customer Experience Management Market Outlook, By Deployment Mode (2022-2030) ($MN)
22 Global Customer Experience Management Market Outlook, By On-Premises (2022-2030) ($MN)
23 Global Customer Experience Management Market Outlook, By Cloud-Based (2022-2030) ($MN)
24 Global Customer Experience Management Market Outlook, By Enterprise Size (2022-2030) ($MN)
25 Global Customer Experience Management Market Outlook, By Small & Medium-Sized Enterprises (SMEs) (2022-2030) ($MN)
26 Global Customer Experience Management Market Outlook, By Large Enterprises (2022-2030) ($MN)
27 Global Customer Experience Management Market Outlook, By End User (2022-2030) ($MN)
28 Global Customer Experience Management Market Outlook, By Retail & eCommerce (2022-2030) ($MN)
29 Global Customer Experience Management Market Outlook, By Banking, Financial Services, and Insurance (BFSI) (2022-2030) ($MN)
30 Global Customer Experience Management Market Outlook, By Healthcare (2022-2030) ($MN)
31 Global Customer Experience Management Market Outlook, By IT & Telecommunications (2022-2030) ($MN)
32 Global Customer Experience Management Market Outlook, By Travel & Hospitality (2022-2030) ($MN)
33 Global Customer Experience Management Market Outlook, By Media & Entertainment (2022-2030) ($MN)
34 Global Customer Experience Management Market Outlook, By Manufacturing (2022-2030) ($MN)
35 Global Customer Experience Management Market Outlook, By Government & Public Sector (2022-2030) ($MN)
36 Global Customer Experience Management Market Outlook, By Energy & Utilities (2022-2030) ($MN)
37 Global Customer Experience Management Market Outlook, By Education (2022-2030) ($MN)
38 Global Customer Experience Management Market Outlook, By Other End Users (2022-2030) ($MN)
Note: Tables for North America, Europe, APAC, South America, and Middle East & Africa Regions are also represented in the same manner as above.
List of Figures
RESEARCH METHODOLOGY
We at ‘Stratistics’ opt for an extensive research approach which involves data mining, data validation, and data analysis. The various research sources include in-house repository, secondary research, competitor’s sources, social media research, client internal data, and primary research.
Our team of analysts prefers the most reliable and authenticated data sources in order to perform the comprehensive literature search. With access to most of the authenticated data bases our team highly considers the best mix of information through various sources to obtain extensive and accurate analysis.
Each report takes an average time of a month and a team of 4 industry analysts. The time may vary depending on the scope and data availability of the desired market report. The various parameters used in the market assessment are standardized in order to enhance the data accuracy.
Data Mining
The data is collected from several authenticated, reliable, paid and unpaid sources and is filtered depending on the scope & objective of the research. Our reports repository acts as an added advantage in this procedure. Data gathering from the raw material suppliers, distributors and the manufacturers is performed on a regular basis, this helps in the comprehensive understanding of the products value chain. Apart from the above mentioned sources the data is also collected from the industry consultants to ensure the objective of the study is in the right direction.
Market trends such as technological advancements, regulatory affairs, market dynamics (Drivers, Restraints, Opportunities and Challenges) are obtained from scientific journals, market related national & international associations and organizations.
Data Analysis
From the data that is collected depending on the scope & objective of the research the data is subjected for the analysis. The critical steps that we follow for the data analysis include:
- Product Lifecycle Analysis
- Competitor analysis
- Risk analysis
- Porters Analysis
- PESTEL Analysis
- SWOT Analysis
The data engineering is performed by the core industry experts considering both the Marketing Mix Modeling and the Demand Forecasting. The marketing mix modeling makes use of multiple-regression techniques to predict the optimal mix of marketing variables. Regression factor is based on a number of variables and how they relate to an outcome such as sales or profits.
Data Validation
The data validation is performed by the exhaustive primary research from the expert interviews. This includes telephonic interviews, focus groups, face to face interviews, and questionnaires to validate our research from all aspects. The industry experts we approach come from the leading firms, involved in the supply chain ranging from the suppliers, distributors to the manufacturers and consumers so as to ensure an unbiased analysis.
We are in touch with more than 15,000 industry experts with the right mix of consultants, CEO's, presidents, vice presidents, managers, experts from both supply side and demand side, executives and so on.
The data validation involves the primary research from the industry experts belonging to:
- Leading Companies
- Suppliers & Distributors
- Manufacturers
- Consumers
- Industry/Strategic Consultants
Apart from the data validation the primary research also helps in performing the fill gap research, i.e. providing solutions for the unmet needs of the research which helps in enhancing the reports quality.
For more details about research methodology, kindly write to us at info@strategymrc.com
Frequently Asked Questions
In case of any queries regarding this report, you can contact the customer service by filing the “Inquiry Before Buy” form available on the right hand side. You may also contact us through email: info@strategymrc.com or phone: +1-301-202-5929
Yes, the samples are available for all the published reports. You can request them by filling the “Request Sample” option available in this page.
Yes, you can request a sample with your specific requirements. All the customized samples will be provided as per the requirement with the real data masked.
All our reports are available in Digital PDF format. In case if you require them in any other formats, such as PPT, Excel etc you can submit a request through “Inquiry Before Buy” form available on the right hand side. You may also contact us through email: info@strategymrc.com or phone: +1-301-202-5929
We offer a free 15% customization with every purchase. This requirement can be fulfilled for both pre and post sale. You may send your customization requirements through email at info@strategymrc.com or call us on +1-301-202-5929.
We have 3 different licensing options available in electronic format.
- Single User Licence: Allows one person, typically the buyer, to have access to the ordered product. The ordered product cannot be distributed to anyone else.
- 2-5 User Licence: Allows the ordered product to be shared among a maximum of 5 people within your organisation.
- Corporate License: Allows the product to be shared among all employees of your organisation regardless of their geographical location.
All our reports are typically be emailed to you as an attachment.
To order any available report you need to register on our website. The payment can be made either through CCAvenue or PayPal payments gateways which accept all international cards.
We extend our support to 6 months post sale. A post sale customization is also provided to cover your unmet needs in the report.
Request Customization
We provide a free 15% customization on every purchase. This requirement can be fulfilled for both pre and post sale. You may send your customization requirements through email at info@strategymrc.com or call us on +1-301-202-5929.
Note: This customization is absolutely free until it falls under the 15% bracket. If your requirement exceeds this a feasibility check will be performed. Post that, a quote will be provided along with the timelines.
WHY CHOOSE US ?
Assured Quality
Best in class reports with high standard of research integrity
24X7 Research Support
Continuous support to ensure the best customer experience.
Free Customization
Adding more values to your product of interest.
Safe & Secure Access
Providing a secured environment for all online transactions.
Trusted by 600+ Brands
Serving the most reputed brands across the world.
