Research Summary
Customer Experience Management (CEM) refers to the process of strategically designing and actively managing every touchpoint and interaction a customer has with a company or brand to create a positive and memorable experience. CEM focuses on understanding and meeting customer expectations, needs, and desires throughout their entire journey, from initial awareness to post-purchase support and beyond. It involves collecting and analyzing customer feedback, behavior, and preferences to gain insights into customer satisfaction and sentiment. Based on this data, businesses can make data-driven decisions to improve products, services, and processes to better cater to customer needs. Customer Experience Management aims to build strong, long-lasting relationships with customers, foster brand loyalty, and increase customer retention. A seamless and delightful customer experience can differentiate a company from its competitors, driving customer loyalty and advocacy, leading to increased revenue and business growth.
According to DIResearch's in-depth investigation and research, the global Customer Experience Management market size was valued at XX Million USD in 2024 and is projected to reach XX Million USD by 2032, with a CAGR of XX% (2025-2032). Notably, the China market has changed rapidly in the past few years. By 2024, China's market size is expected to be XX Million USD, representing approximately XX% of the global market share. By 2032, it is anticipated to grow further to XX Million USD, contributing XX% to the worldwide market share.
The major global manufacturers of Customer Experience Management include Adobe Systems, Nice Systems, SAP SE, Oracle, Sitecore, IBM, Medallia, Opentext, Verint Systems, Maritzcx, Tech Mahindra, Clarabridge, Zendesk, Clarabridge, SAS Institute, Avaya, Ignite etc. The global players competition landscape in this report is divided into three tiers. The first tier comprises global leading enterprises that command a substantial market share, hold a dominant industry position, possess strong competitiveness and influence, and generate significant revenue. The second tier includes companies with a notable market presence and reputation; these firms actively follow industry leaders in product, service, or technological innovation and maintain a moderate revenue scale. The third tier consists of smaller companies with limited market share and lower brand recognition, primarily focused on local markets and generating comparatively lower revenue.
This report studies the market size, price trends and future development prospects of Customer Experience Management. Focus on analysing the market share, product portfolio, prices, sales, revenue and gross profit margin of global major manufacturers, as well as the market status and trends of different product types and applications in the global Customer Experience Management market. The report data covers historical data from 2020 to 2024, based year in 2025 and forecast data from 2026 to 2032.
The regions and countries in the report include North America, Europe, China, APAC (excl. China), Latin America and Middle East and Africa, covering the Customer Experience Management market conditions and future development trends of key regions and countries, combined with industry-related policies and the latest technological developments, analyze the development characteristics of Customer Experience Management industries in various regions and countries, help companies understand the development characteristics of each region, help companies formulate business strategies, and achieve the ultimate goal of the company's global development strategy.
The data sources of this report mainly include the National Bureau of Statistics, customs databases, industry associations, corporate financial reports, third-party databases, etc. Among them, macroeconomic data mainly comes from the National Bureau of Statistics, International Economic Research Organization; industry statistical data mainly come from industry associations; company data mainly comes from interviews, public information collection, third-party reliable databases, and price data mainly comes from various markets monitoring database.
Global Key Manufacturers of Customer Experience Management Include:
Adobe Systems
Nice Systems
SAP SE
Oracle
Sitecore
IBM
Medallia
Opentext
Verint Systems
Maritzcx
Tech Mahindra
Clarabridge
Zendesk
Clarabridge
SAS Institute
Avaya
Ignite
Customer Experience Management Product Segment Include:
Cloud-Based
On-Premise
Customer Experience Management Product Application Include:
BFSI
Retail
Healthcare
IT & Telecom
Manufacturing
Government
Energy & Utilities
Others
Chapter Scope
Chapter 1: Product Research Range, Product Types and Applications, Market Overview, Market Situation and Trends
Chapter 2: Global Customer Experience Management Industry PESTEL Analysis
Chapter 3: Global Customer Experience Management Industry Porter’s Five Forces Analysis
Chapter 4: Global Customer Experience Management Major Regional Market Size and Forecast Analysis
Chapter 5: Global Customer Experience Management Market Size and Forecast by Type and Application Analysis
Chapter 6: North America Passenger Customer Experience Management Competitive Analysis (Market Size, Key Players and Market Share, Product Type and Application Segment Analysis, Countries Analysis)
Chapter 7: Europe Customer Experience Management Competitive Analysis (Market Size, Key Players and Market Share, Product Type and Application Segment Analysis, Countries Analysis)
Chapter 8: China Customer Experience Management Competitive Analysis (Market Size, Key Players and Market Share, Product Type and Application Segment Analysis, Countries Analysis)
Chapter 9: APAC (Excl. China) Customer Experience Management Competitive Analysis (Market Size, Key Players and Market Share, Product Type and Application Segment Analysis, Countries Analysis)
Chapter 10: Latin America Customer Experience Management Competitive Analysis (Market Size, Key Players and Market Share, Product Type and Application Segment Analysis, Countries Analysis)
Chapter 11: Middle East and Africa Customer Experience Management Competitive Analysis (Market Size, Key Players and Market Share, Product Type and Application Segment Analysis, Countries Analysis)
Chapter 12: Global Customer Experience Management Competitive Analysis of Key Manufacturers (Revenue, Market Share, Regional Distribution and Industry Concentration)
Chapter 13: Key Company Profiles (Product Portfolio, Revenue and Gross Margin)
Chapter 14: Industrial Chain Analysis, Include Raw Material Suppliers, Distributors and Customers
Chapter 15: Research Findings and Conclusion
Chapter 16: Methodology and Data Sources
- 1 Customer Experience Management Market Overview
- 1.1 Product Definition and Statistical Scope
- 1.2 Customer Experience Management Product by Type
- 1.2.1 Cloud-Based
- 1.2.2 On-Premise
- 1.3 Customer Experience Management Product by Application
- 1.3.1 BFSI
- 1.3.2 Retail
- 1.3.3 Healthcare
- 1.3.4 IT & Telecom
- 1.3.5 Manufacturing
- 1.3.6 Government
- 1.3.7 Energy & Utilities
- 1.3.8 Others
- 1.4 Global Customer Experience Management Market Size Analysis (2020-2032)
- 1.5 Customer Experience Management Market Development Status and Trends
- 1.5.1 Customer Experience Management Industry Development Status Analysis
- 1.5.2 Customer Experience Management Industry Development Trends Analysis
- 2 Customer Experience Management Market PESTEL Analysis
- 2.1 Political Factors Analysis
- 2.2 Economic Factors Analysis
- 2.3 Social Factors Analysis
- 2.4 Technological Factors Analysis
- 2.5 Environmental Factors Analysis
- 2.6 Legal Factors Analysis
- 3 Customer Experience Management Market Porter's Five Forces Analysis
- 3.1 Competitive Rivalry
- 3.2 Threat of New Entrants
- 3.3 Bargaining Power of Suppliers
- 3.4 Bargaining Power of Buyers
- 3.5 Threat of Substitutes
- 4 Global Customer Experience Management Market Analysis by Regions
- 4.1 Global Customer Experience Management Overall Market: 2024 VS 2025 VS 2032
- 4.2 Global Customer Experience Management Revenue and Forecast Analysis (2020-2032)
- 4.2.1 Global Customer Experience Management Revenue and Market Share by Region (2020-2025)
- 4.2.2 Global Customer Experience Management Revenue Forecast by Region (2026-2032)
- 5 Global Customer Experience Management Market Size by Type and Application
- 5.1 Global Customer Experience Management Market Size by Type (2020-2032)
- 5.2 Global Customer Experience Management Market Size by Application (2020-2032)
- 6 North America
- 6.1 North America Customer Experience Management Market Size and Growth Rate Analysis (2020-2032)
- 6.2 North America Key Manufacturers Analysis
- 6.3 North America Customer Experience Management Market Size by Type
- 6.4 North America Customer Experience Management Market Size by Application
- 6.5 North America Customer Experience Management Market Size by Country
- 6.5.1 US
- 6.5.2 Canada
- 7 Europe
- 7.1 Europe Customer Experience Management Market Size and Growth Rate Analysis (2020-2032)
- 7.2 Europe Key Manufacturers Analysis
- 7.3 Europe Customer Experience Management Market Size by Type
- 7.4 Europe Customer Experience Management Market Size by Application
- 7.5 Europe Customer Experience Management Market Size by Country
- 7.5.1 Germany
- 7.5.2 France
- 7.5.3 United Kingdom
- 7.5.4 Italy
- 7.5.5 Spain
- 7.5.6 Benelux
- 8 China
- 8.1 China Customer Experience Management Market Size and Growth Rate Analysis (2020-2032)
- 8.2 China Key Manufacturers Analysis
- 8.3 China Customer Experience Management Market Size by Type
- 8.4 China Customer Experience Management Market Size by Application
- 9 APAC (excl. China)
- 9.1 APAC (excl. China) Customer Experience Management Market Size and Growth Rate Analysis (2020-2032)
- 9.2 APAC (excl. China) Key Manufacturers Analysis
- 9.3 APAC (excl. China) Customer Experience Management Market Size by Type
- 9.4 APAC (excl. China) Customer Experience Management Market Size by Application
- 9.5 APAC (excl. China) Customer Experience Management Market Size by Country
- 9.5.1 Japan
- 9.5.2 South Korea
- 9.5.3 India
- 9.5.4 Australia
- 9.5.5 Southeast Asia
- 10 Latin America
- 10.1 Latin America Customer Experience Management Market Size and Growth Rate Analysis (2020-2032)
- 10.2 Latin America Key Manufacturers Analysis
- 10.3 Latin America Customer Experience Management Market Size by Type
- 10.4 Latin America Customer Experience Management Market Size by Application
- 10.5 Latin America Customer Experience Management Market Size by Country
- 10.5.1 Mexico
- 10.5.2 Brazil
- 11 Middle East & Africa
- 11.1 Middle East & Africa Customer Experience Management Market Size and Growth Rate Analysis (2020-2032)
- 11.2 Middle East & Africa Key Manufacturers Analysis
- 11.3 Middle East & Africa Customer Experience Management Market Size by Type
- 11.4 Middle East & Africa Customer Experience Management Market Size by Application
- 11.5 Middle East & Africa Customer Experience Management Market Size by Country
- 11.5.1 Saudi Arabia
- 11.5.2 South Africa
- 12 Competition by Manufacturers
- 12.1 Global Customer Experience Management Market Revenue by Key Manufacturers (2021-2025)
- 12.2 Customer Experience Management Competitive Landscape Analysis and Market Dynamic
- 12.2.1 Customer Experience Management Competitive Landscape Analysis
- 12.2.2 Global Key Manufacturers Headquarter Location and Key Area Sales
- 12.2.3 Market Dynamic
- 13 Key Companies Analysis
- 13.1 Adobe Systems
- 13.1.1 Adobe Systems Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.1.2 Adobe Systems Customer Experience Management Product Portfolio
- 13.1.3 Adobe Systems Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.2 Nice Systems
- 13.2.1 Nice Systems Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.2.2 Nice Systems Customer Experience Management Product Portfolio
- 13.2.3 Nice Systems Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.3 SAP SE
- 13.3.1 SAP SE Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.3.2 SAP SE Customer Experience Management Product Portfolio
- 13.3.3 SAP SE Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.4 Oracle
- 13.4.1 Oracle Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.4.2 Oracle Customer Experience Management Product Portfolio
- 13.4.3 Oracle Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.5 Sitecore
- 13.5.1 Sitecore Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.5.2 Sitecore Customer Experience Management Product Portfolio
- 13.5.3 Sitecore Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.6 IBM
- 13.6.1 IBM Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.6.2 IBM Customer Experience Management Product Portfolio
- 13.6.3 IBM Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.7 Medallia
- 13.7.1 Medallia Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.7.2 Medallia Customer Experience Management Product Portfolio
- 13.7.3 Medallia Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.8 Opentext
- 13.8.1 Opentext Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.8.2 Opentext Customer Experience Management Product Portfolio
- 13.8.3 Opentext Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.9 Verint Systems
- 13.9.1 Verint Systems Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.9.2 Verint Systems Customer Experience Management Product Portfolio
- 13.9.3 Verint Systems Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.10 Maritzcx
- 13.10.1 Maritzcx Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.10.2 Maritzcx Customer Experience Management Product Portfolio
- 13.10.3 Maritzcx Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.11 Tech Mahindra
- 13.11.1 Tech Mahindra Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.11.2 Tech Mahindra Customer Experience Management Product Portfolio
- 13.11.3 Tech Mahindra Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.12 Clarabridge
- 13.12.1 Clarabridge Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.12.2 Clarabridge Customer Experience Management Product Portfolio
- 13.12.3 Clarabridge Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.13 Zendesk
- 13.13.1 Zendesk Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.13.2 Zendesk Customer Experience Management Product Portfolio
- 13.13.3 Zendesk Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.14 Clarabridge
- 13.14.1 Clarabridge Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.14.2 Clarabridge Customer Experience Management Product Portfolio
- 13.14.3 Clarabridge Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.15 SAS Institute
- 13.15.1 SAS Institute Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.15.2 SAS Institute Customer Experience Management Product Portfolio
- 13.15.3 SAS Institute Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.16 Avaya
- 13.16.1 Avaya Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.16.2 Avaya Customer Experience Management Product Portfolio
- 13.16.3 Avaya Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 13.17 Ignite
- 13.17.1 Ignite Basic Company Profile (Employees, Areas Service, Competitors and Contact Information)
- 13.17.2 Ignite Customer Experience Management Product Portfolio
- 13.17.3 Ignite Customer Experience Management Market Data Analysis (Revenue, Gross Margin and Market Share) (2021-2025)
- 14 Industry Chain Analysis
- 14.1 Customer Experience Management Industry Chain Analysis
- 14.2 Customer Experience Management Industry Raw Material and Suppliers Analysis
- 14.2.1 Customer Experience Management Key Raw Material Supply Analysis
- 14.2.2 Raw Material Suppliers and Contact Information
- 14.3 Customer Experience Management Typical Downstream Customers
- 14.4 Customer Experience Management Sales Channel Analysis
- 15 Research Findings and Conclusion
- 16 Methodology and Data Source
- 16.1 Methodology/Research Approach
- 16.2 Research Scope
- 16.3 Benchmarks and Assumptions
- 16.4 Date Source
- 16.4.1 Primary Sources
- 16.4.2 Secondary Sources
- 16.5 Data Cross Validation
- 16.6 Disclaimer
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