The major factors driving the customer experience management (CEM) market include increasing need to manage customer experience throughout the customer journey, need of retaining customers, competitive differentiation, and increasing e-commerce and m-commerce. Some of the factors restraining the market growth are complexity in data synchronization and subjective expectations of customers. —
Complete report on global customer experience management market spread across 163 pages, profiling 13 companies and supported with 70 tables and 36 figures is now available at http://www.reportsnreports.com/reports/197560-customer-experience-management-cem-market-voc-analytics-feedback-management-web-analytics-text-analytics-speech-analytics-advanced-technologies-touch-points-adoption-trends-market-size-forecasts-2012-2017-.html .
Among touch points, the mobile segment of the customer experience management market is estimated to grow at the highest CAGR during the forecast period. Mobile phones are being increasingly adopted across all industry verticals as it helps to analyze customer behavior by tracking their activities and collecting feedback. Also, increase in mobile shopping and internet penetration is expected to drive the customer experience management (CEM) market for mobile touch point.
The Asia-Pacific customer experience management market is expected to witness exponential growth and is projected to grow at the highest CAGR during the forecast period. This growth is mainly attributed to the rapid growth in smartphone adoption and increasing e-commerce and m-commerce. This region has experienced a huge increase in smartphone users and this adoption rate is expected to grow during the forecast period. It has also fueled online mobile shopping and social media usage. Hence, organizations in this region are primarily focusing on increasing customer experience for mobile and social media touch points.
Breakdown of profiles of primaries is represented below:
• By Company Type: Tier 1- 30%, Tier 2 -40%, and Tier 3-30%
• By Designation: C-level - 72%, Director-level -14%, and Others -14%
• By Region: North America- 57%, Europe-14%, Asia-Pacific-29%
Various key vendors profiled in the report are as follows:
• Adobe Systems Incorporated (U.S.)
• Oracle Corporation (U.S.)
• IBM Corporation (U.S.)
• Nokia Networks (Finland)
• Tech Mahindra Limited (India)
• Avaya Inc. (U.S.)
• SDL PLC (U.K.)
• SAS Institute Inc. (U.S.)
• Open Text Corporation (Canada)
• MedalliaInc. (U.S.)
• Clarabridge Inc. (U.S.)
• MaritzCX (U.S.)
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This study provides detailed segmentation of the customer experience management market on the basis of touch point (company website, branch/store, web, call center, mobile, social media, email, and others), vertical (IT communication service providers; telecommunication service providers; public sector and energy & utilities; banking, financial services & insurance; healthcare; automotive & transportation; consumer goods & retail; media & entertainment; travel & hospitality; manufacturing and others), and region (North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America).
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