Customer Experience Management (CEM) Market Size, Share, Growth and Global Industry Analysis By Type & Application, Regional Insights and Forecast to 2024-2032

Customer Experience Management (CEM) Market Size, Share, Growth and Global Industry Analysis By Type & Application, Regional Insights and Forecast to 2024-2032

Growth Factors of Customer Experience Management Market

The customer experience management market size was valued at USD 16.91 billion in 2023 and is projected to grow from USD 19.34 billion in 2024 to USD 70.20 billion by 2032, exhibiting a CAGR of 17.5% during the forecast period from 2024-2032.

The customer experience management (CEM) market saw little effect from the COVID-19 epidemic since internet sales skyrocketed. As consumer tastes evolved towards digital platforms, businesses were forced to place a higher priority on loyalty and involvement. Despite a minor fall in demand in 2020, adopting virtual assistants generated new prospects and stabilized the market.

The customer experience management (CEM) market growth is propelled by using increased integration of artificial intelligence and augmented reality throughout industries, improving personalized reviews, optimizing operations, and fostering purchaser engagement and satisfaction.

The latest trend in this market is the adoption of omnichannel techniques, permitting groups to interact with clients across a couple of platforms and enhance brand promotion and customer support accessibility.

Comprehensive Analysis of Specialty Fertilizers Market

The customer experience management market is witnessing substantial growth, driven by its diversified segmentation. This broadened scope allows for a comprehensive analysis of the customer experience management market, taking into account numerous factors shaping its landscape. On the basis of components, the customer experience management market is divided into solutions and services. The market is further divided into on-premises and cloud-based solutions by deployment methods. Furthermore the market is divided into large and small firms based on the size of the enterprise. Based on touchpoints they are of the different channels such as call centres, websites, mobile applications, email, social media, and others that customers use to interact with organizations. The segmentation based on end-user industries, includes BFSI, government, media and entertainment, retail and consumer goods, IT and telecom, healthcare, and automotive.

North America is leading the customer experience management market share because of it’s increasing startup ecosystem and the encouraging environment for research and development among the population.

Key players within the client revel in control market drastically impact enterprise growth, setting benchmarks and influencing hardware and IT software sectors. Notable players include SAP SE (Germany), Oracle Corporation (U.S.), Adobe Inc. (U.S.), Medallia Inc. (U.S.), OpenText Corporation (Canada), Microsoft Corporation (U.S.), Salesforce.com, Inc. (U.S.), Genesys (U.S.), Freshworks Inc. (U.S.), and Zendesk Inc. (U.S.).

In November 2023, Zendesk delivered CRM and customer service no-code equipment offering object triggers for custom object automation, improving agent efficiency and provider delivery.

Segmentation Table

Global Customer Experience Management Market Scope

Study Period 2019-2032

Base Year 2023

Estimated Year 2024

Forecast Period 2024-2032

Historical Period 2019-2022

Unit Value (USD Billion)

Growth Rate CAGR of 17.5% from 2024 to 2032

Segmentation By Component, By Deployment, By Enterprise Size, By Touchpoint, By End-User, By Region

By Component

- Solution

- Services

- Professional

- Managed

By Deployment - Cloud

- On-premise

By Enterprise Size - SMEs

- Large Enterprises

By Touchpoint - Call Center

- Website

- Mobile Applications

- Email

- Social Media

- Others (Virtual Assistants, Loyalty Programs, and Others)

By End-User - Banking, Financial Services and Insurance (BFSI)

- Retail and Consumer Goods

- IT and Telecom

- Healthcare

- Automotive

- Media and Entertainment

- Government

- Others (Oil and Gas, Education, and Others)

By Region - North America (By Component, Deployment, Enterprise Size, Touchpoint, End-user, Country)

U.S. (By End-user)

Canada (By End-user)

- Europe (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

U.K. (By End-user)

Germany (By End-user)

France (By End-user)

Italy (By End-user)

Spain (By End-user)

Rest of Europe

- Asia Pacific (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

China (By End-user)

Japan (By End-user)

India (By End-user)

Southeast Asia (By End-user)

Rest of Asia Pacific

- Middle East & Africa (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

GCC (By End-user)

South Africa (By End-user)

Rest of Middle East & Africa

- Latin America (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

Brazil (By End-user)

Mexico (By End-user)

Rest of Latin America

- North America (By Component, Deployment, Enterprise Size, Touchpoint, End-user, Country)

U.S. (By End-user)

Canada (By End-user)

- Europe (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

U.K. (By End-user)

Germany (By End-user)

France (By End-user)

Italy (By End-user)

Spain (By End-user)

Rest of Europe

- Asia Pacific (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

China (By End-user)

Japan (By End-user)

India (By End-user)

Southeast Asia (By End-user)

Rest of Asia Pacific

- Middle East & Africa (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

GCC (By End-user)

South Africa (By End-user)

Rest of Middle East & Africa

- Latin America (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

Brazil (By End-user)

Mexico (By End-user)

Rest of Latin America

- North America (By Component, Deployment, Enterprise Size, Touchpoint, End-user, Country)

U.S. (By End-user)

Canada (By End-user)

- Europe (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

U.K. (By End-user)

Germany (By End-user)

France (By End-user)

Italy (By End-user)

Spain (By End-user)

Rest of Europe

- Asia Pacific (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

China (By End-user)

Japan (By End-user)

India (By End-user)

Southeast Asia (By End-user)

Rest of Asia Pacific

- Middle East & Africa (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

GCC (By End-user)

South Africa (By End-user)

Rest of Middle East & Africa

- Latin America (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

Brazil (By End-user)

Mexico (By End-user)

Rest of Latin America

-

North America (By Component, Deployment, Enterprise Size, Touchpoint, End-user, Country)

■ U.S. (By End-user)

■ Canada (By End-user)

Europe (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

■ U.K. (By End-user)

■ Germany (By End-user)

■ France (By End-user)

■ Italy (By End-user)

■ Spain (By End-user)

■ Rest of Europe

Asia Pacific (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

■ China (By End-user)

■ Japan (By End-user)

■ India (By End-user)

■ Southeast Asia (By End-user)

■ Rest of Asia Pacific

Middle East & Africa (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

■ GCC (By End-user)

■ South Africa (By End-user)

■ Rest of Middle East & Africa

Latin America (By Component, Deployment, Enterprise Size, Touch Point, End-user, Country)

■ Brazil (By End-user)

■ Mexico (By End-user)

■ Rest of Latin America