Table of Contents

1. Preface
1.1. Objectives of the Study
1.2. Market Segmentation & Coverage
1.3. Years Considered for the Study
1.4. Currency & Pricing
1.5. Stakeholders
2. Research & Forecasting
2.1. Research Methodology
2.1.1. Research Instruments
2.1.1.1. Secondary Instrument
2.1.1.2. Primary Instrument
2.1.2. Research Approaches
2.1.2.1. Bottom-up Approach
2.1.2.2. Top-down Approach
2.1.3. Research Reliability & Validity
2.1.4. Research Assumptions
2.1.5. Vendor Inclusion Criteria
2.2. Forecasting Methodology
2.2.1. Methodology for Market Estimation & Forecasting
2.2.2. Significance and Importance of the Market Estimation & Forecasting
3. Executive Summary
4. Premium Insight
4.1. Market Connectivity
4.2. Market Data Feed
4.3. Market Vendor Ranking Analysis
4.4. Market Dynamics
4.4.1. Drivers
4.4.1.1. Growing demand for personalized customer experience
4.4.1.2. Growing focus of business organizations on retaining their customers
4.4.1.3. Cloud-based implementation of customer experience management
4.4.1.4. Enhanced customers experience across multiple channels
4.4.1.5. Need for effective customer accessibility throughout the customer journey
4.4.1.6. Increasing usage of e-commerce and m-commerce platforms
4.4.2. Restraints
4.4.2.1. Undefined cross functional accountability
4.4.3. Opportunities
4.4.3.1. Use of structured analytics CEM technology
4.4.3.2. Major Focus on virtual touchpoints
4.4.4. Challenges
4.4.4.1. Choosing the proper mix of technology and consistency for personnel
4.5. Porter's Five Forces Analysis
4.5.1. Threat of New Entrants
4.5.2. Threat of Substitutes
4.5.3. Bargaining Power of Customers
4.5.4. Bargaining Power of Suppliers
4.5.5. Industry Rivalry
4.6. Technology Trends
4.6.1. Emotional Analytics
5. Global Customer Experience Management Market, by Touchpoints
5.1. Introduction
5.2. Branch/Store
5.3. Call Center
5.4. Company Website
5.5. Email
5.6. Mobile
5.7. Social Media
5.8. Web
6. Global Customer Experience Management Market, by Industry
6.1. Introduction
6.2. Aerospace & Defense
6.3. Automotive & Transportation
6.4. Banking, Financial Services & Insurance
6.5. Building, Construction & Real Estate
6.6. Consumer Goods & Retail
6.7. Education
6.8. Energy & Utilities
6.9. Government & Public Sector
6.10. Healthcare & Life Sciences
6.11. Information Technology
6.12. Manufacturing
6.13. Media & Entertainment
6.14. Telecommunication
6.15. Travel & Hospitality
7. Global Customer Experience Management Market, by Deployment
7.1. Introduction
7.2. On-Cloud
7.3. On-Premises
8. Global Customer Experience Management Market, by Geography
8.1. Introduction
8.2. Americas Customer Experience Management Market
8.2.1. Americas Customer Experience Management Market, by Country
8.2.1.1. United States
8.2.1.2. Brazil
8.2.1.3. Canada
8.2.1.4. Mexico
8.2.1.5. Argentina
8.2.2. Americas Customer Experience Management Market, by Touchpoints
8.2.3. Americas Customer Experience Management Market, by Industry
8.2.4. Americas Customer Experience Management Market, by Deployment
8.3. Europe, Middle East & Africa Customer Experience Management Market
8.3.1. Europe, Middle East & Africa Customer Experience Management Market, by Country
8.3.1.1. United Kingdom
8.3.1.2. Germany
8.3.1.3. France
8.3.1.4. Saudi Arabia
8.3.1.5. United Arab Emirates
8.3.1.6. Italy
8.3.1.7. Russia
8.3.2. Europe, Middle East & Africa Customer Experience Management Market, by Touchpoints
8.3.3. Europe, Middle East & Africa Customer Experience Management Market, by Industry
8.3.4. Europe, Middle East & Africa Customer Experience Management Market, by Deployment
8.4. Asia-Pacific Customer Experience Management Market
8.4.1. Asia-Pacific Customer Experience Management Market, by Country
8.4.1.1. China
8.4.1.2. Japan
8.4.1.3. India
8.4.1.4. Australia
8.4.2. Asia-Pacific Customer Experience Management Market, by Touchpoints
8.4.3. Asia-Pacific Customer Experience Management Market, by Industry
8.4.4. Asia-Pacific Customer Experience Management Market, by Deployment
9. 360iResearch Competitive Strategic Window
9.1. Introduction
9.1.1. Leverage Zone
9.1.2. Vantage Zone
9.1.3. Speculative Zone
9.1.4. Bottleneck Zone
10. 360iResearch FPNV Positioning Matrix
10.1. Introduction
10.2. 360iResearch Scores
10.2.1. Forefront
10.2.2. Pathfinders
10.2.3. Niche
10.2.4. Vital
10.3. Business Strategy
10.4. Product Satisfaction
11. Competitive News Feed Analysis
12. Company Usability Profiles
12.1. Adobe Systems, Inc.
12.2. Avaya
12.3. InMoment, Inc.
12.4. International Business Machines Corporation
12.5. MaritzCX LLC
12.6. Medallia, Inc.
12.7. NICE Systems Inc.
12.8. Nokia Corporation
12.9. Open Text Corporation
12.10. Oracle Corporation
12.11. Qualtrics LLC
12.12. Salesforce.com, Inc.
12.13. Tech Mahindra Ltd.
12.14. Verint Systems Inc.
12.15. ZOHO Corporation
12.16. Zendesk
13. Appendix
13.1. Top Reports
13.2. Author Details

LIST OF TABLES (47 TABLES)

TABLE 1. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2016 - 2024 (USD MILLION)
TABLE 2. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET RANKING, BY VENDORS, 2017
TABLE 3. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINTS, 2016 - 2024 (USD MILLION)
TABLE 4. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY BRANCH/STORE, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 5. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY CALL CENTER, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 6. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPANY WEBSITE, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 7. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY EMAIL, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 8. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY MOBILE, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 9. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SOCIAL MEDIA, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 10. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY WEB, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 11. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY INDUSTRY, 2016 - 2024 (USD MILLION)
TABLE 12. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY AEROSPACE & DEFENSE, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 13. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY AUTOMOTIVE & TRANSPORTATION, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 14. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY BANKING, FINANCIAL SERVICES & INSURANCE, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 15. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY BUILDING, CONSTRUCTION & REAL ESTATE, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 16. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY CONSUMER GOODS & RETAIL, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 17. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY EDUCATION, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 18. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ENERGY & UTILITIES, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 19. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY GOVERNMENT & PUBLIC SECTOR, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 20. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY HEALTHCARE & LIFE SCIENCES, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 21. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY INFORMATION TECHNOLOGY, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 22. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY MANUFACTURING, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 23. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY MEDIA & ENTERTAINMENT, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 24. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TELECOMMUNICATION, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 25. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TRAVEL & HOSPITALITY, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 26. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT, 2016 - 2024 (USD MILLION)
TABLE 27. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ON-CLOUD, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 28. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ON-PREMISES, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 29. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY GEOGRAPHY, 2016 - 2024 (USD MILLION)
TABLE 30. AMERICAS CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2016 - 2024 (USD MILLION)
TABLE 31. AMERICAS CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINTS, 2016 - 2024 (USD MILLION)
TABLE 32. AMERICAS CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY INDUSTRY, 2016 - 2024 (USD MILLION)
TABLE 33. AMERICAS CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT, 2016 - 2024 (USD MILLION)
TABLE 34. EUROPE, MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2016 - 2024 (USD MILLION)
TABLE 35. EUROPE, MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINTS, 2016 - 2024 (USD MILLION)
TABLE 36. EUROPE, MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY INDUSTRY, 2016 - 2024 (USD MILLION)
TABLE 37. EUROPE, MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT, 2016 - 2024 (USD MILLION)
TABLE 38. ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2016 - 2024 (USD MILLION)
TABLE 39. ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINTS, 2016 - 2024 (USD MILLION)
TABLE 40. ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY INDUSTRY, 2016 - 2024 (USD MILLION)
TABLE 41. ASIA-PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT, 2016 - 2024 (USD MILLION)
TABLE 42. 360IRESEARCH SCORES FOR FOREFRONT IN CUSTOMER EXPERIENCE MANAGEMENT MARKET
TABLE 43. 360IRESEARCH SCORES FOR PATHFINDERS IN CUSTOMER EXPERIENCE MANAGEMENT MARKET
TABLE 44. 360IRESEARCH SCORES FOR NICHE IN CUSTOMER EXPERIENCE MANAGEMENT MARKET
TABLE 45. 360IRESEARCH SCORES FOR VITAL IN CUSTOMER EXPERIENCE MANAGEMENT MARKET
TABLE 46. 360IRESEARCH FPNV POSITIONING MATRIX BUSINESS STRATEGY FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET
TABLE 47. 360IRESEARCH FPNV POSITIONING MATRIX PRODUCT SATISFACTION FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET

LIST OF FIGURES (43 TABLES)

FIGURE 1. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: YEARS CONSIDERED FOR THE STUDY
FIGURE 2. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: KEY RESEARCH METHODOLOGY
FIGURE 3. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: KEY RESEARCH INSTRUMENTS
FIGURE 4. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: KEY SECONDARY INSTRUMENT SOURCES
FIGURE 5. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: KEY POTENTIAL RESPONDENTS
FIGURE 6. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: KEY BREAKDOWN OF PRIMARY INSTRUMENT
FIGURE 7. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: KEY RESEARCH APPROACHES
FIGURE 8. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: KEY DATA TRIANGULATION
FIGURE 9. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET: KEY RESEARCH ASSUMPTIONS
FIGURE 10. CUSTOMER EXPERIENCE MANAGEMENT MARKET: KEY MARKET CONNECTIVITY
FIGURE 11. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, 2016 - 2024 (USD MILLION)
FIGURE 12. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINTS, 2017 VS 2024 (USD MILLION)
FIGURE 13. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY BRANCH/STORE, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 14. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY CALL CENTER, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 15. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY COMPANY WEBSITE, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 16. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY EMAIL, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 17. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY MOBILE, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 18. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY SOCIAL MEDIA, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 19. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY WEB, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 20. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY INDUSTRY, 2017 VS 2024 (USD MILLION)
FIGURE 21. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY AEROSPACE & DEFENSE, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 22. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY AUTOMOTIVE & TRANSPORTATION, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 23. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY BANKING, FINANCIAL SERVICES & INSURANCE, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 24. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY BUILDING, CONSTRUCTION & REAL ESTATE, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 25. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY CONSUMER GOODS & RETAIL, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 26. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY EDUCATION, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 27. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ENERGY & UTILITIES, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 28. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY GOVERNMENT & PUBLIC SECTOR, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 29. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY HEALTHCARE & LIFE SCIENCES, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 30. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY INFORMATION TECHNOLOGY, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 31. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY MANUFACTURING, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 32. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY MEDIA & ENTERTAINMENT, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 33. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TELECOMMUNICATION, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 34. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TRAVEL & HOSPITALITY, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 35. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY DEPLOYMENT, 2017 VS 2024 (USD MILLION)
FIGURE 36. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ON-CLOUD, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 37. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY ON-PREMISES, BY GEOGRAPHY, 2017 VS 2024 (USD MILLION)
FIGURE 38. GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY GEOGRAPHY, 2017 (USD MILLION)
FIGURE 39. 360IRESEARCH COMPETITIVE STRATEGIC WINDOW FOR GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINTS, 2024
FIGURE 40. 360IRESEARCH COMPETITIVE STRATEGIC WINDOW FOR GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY INDUSTRY, 2024
FIGURE 41. 360IRESEARCH COMPETITIVE STRATEGIC WINDOW FOR GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY DEPLOYMENT, 2024
FIGURE 42. 360IRESEARCH COMPETITIVE STRATEGIC WINDOW FOR GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY GEOGRAPHY, 2024
FIGURE 43. 360IRESEARCH FPNV POSITIONING MATRIX FOR CUSTOMER EXPERIENCE MANAGEMENT MARKET