세계의 고객 경험 관리 소프트웨어 시장 규모 : 터치포인트별, 최종 사용자 산업별, 제공별, 기업 규모별, 지역 범위별 예측

Customer Experience Management Software Market Size and Forecast

Customer Experience Management Software Market size was valued at USD 14.07 Billion in 2024 and is projected to reach USD 45.71 Billion by 2032, growing at a CAGR of 17.50% from 2026 to 2032.

Customer Experience Management (CEM) software enables firms to track and improve interactions with customers across multiple touchpoints. It collects data from a variety of channels including websites, social media, and customer service encounters to provide insights into customer habits, preferences, and satisfaction levels.

Customer Experience Management (CEM) software tracks and analyzes customer interactions across many touchpoints like as websites, social media, and call centers to improve engagement and satisfaction. It enables organizations to collect customer feedback via surveys, analyze behavioral data, and obtain insights to improve product offers and service quality.

The future of customer experience management (CXM) software is to leverage advanced technologies such as artificial intelligence (AI) and machine learning (ML) to enable tailored, real-time interactions. AI-powered analytics will assist organizations in forecasting customer behavior enabling preemptive responses and improving satisfaction.

Global Customer Experience Management Software Market Dynamics

The key market dynamics that are shaping the global customer experience management software market include:

Key Market Drivers:

Increasing Importance of Customer-Centric Tactics: As competition heats up across industries, organizations are increasingly turning to customer-centric tactics to stand out. Customer experience has become a critical competitive advantage with businesses emphasizing individualized interactions and high-quality service.

Omnichannel Communication: Modern customers interact with brands across a multitude of channels including social media, email, websites, and in-store visits. The transition to omnichannel communication has increased the demand for integrated CEM platforms that provide a unified view of consumer interactions.

Rise of Data-Driven Insights: Another key factor driving the CEM software industry is the increased emphasis on data-driven decision-making. Companies today have access to massive amounts of customer data but they require advanced technologies to evaluate and extract relevant insights

Key Challenges:

Integration with Existing Systems: One of the most difficult tasks is integrating CEM software with existing IT infrastructure such as CRM, ERP, or marketing platforms. The lack of seamless connection frequently results in fragmented consumer experiences and inefficiencies in data analysis.

Data Privacy and Security: As the amount of personal data acquired through CEM software grows protecting data privacy and security becomes increasingly important. Companies must follow data protection legislation such as GDPR or CCPA which sets tight guidelines for how customer data is handled.

User Adoption and Training: For CEM software to be effective, users in the organization must be properly trained and engaged. Resistance to change and a misunderstanding of the software's potential can stymie its adoption. Employees may struggle with new technology if they are not properly trained resulting in poor use and missed opportunities to improve the customer experience.

Key Trends:

AI and Machine Learning Integration: Artificial intelligence (AI) and machine learning are increasingly being integrated into customer experience management software. These technologies let organizations analyze vast amounts of client data in real-time, detect patterns, and forecast customer behavior.

Cloud-based Solutions: Cloud use continues to propel the CEM software industry. Cloud-based customer experience solutions are scalable, flexible, and easy to integrate allowing organizations to manage client interactions from anywhere.

Omnichannel Experience: Today's customers want seamless experiences across numerous channels including online, mobile apps, and in-store. Customer experience management software is increasingly being created to deliver an omnichannel experience enabling businesses to track and manage interactions across several platforms.

Global Customer Experience Management Software Market Regional Analysis

Here is a more detailed regional analysis of the global customer experience management software market:

North America

North America dominates the customer experience management (CEM) software market due to its strong technical infrastructure and high adoption rates across numerous industries. This dominance is fueled by factors such as a growing emphasis on customer-centric initiatives, a thriving e-commerce industry, and a rising desire for tailored consumer experiences. The increased emphasis on boosting customer happiness and loyalty is a major driver of the North American CEM software market.

According to the United States Bureau of Labor Statistics, customer service agents had approximately 3 million positions in 2020, reflecting the high value placed on client interactions. The US Census Bureau estimated that e-commerce sales in the United States hit USD 870.8 Billion in 2021, a 14.2% rise from 2020, highlighting the rise.

The National Science Foundation (NSF) reported that federal funding for AI research and development will total USD 1.9 Billion in fiscal year 2021, a significant increase from previous years. Furthermore, the United States Small Business Administration reports that 68% of customers are prepared to spend more for products and services from companies that provide excellent customer service emphasizing the potential return on investment for organizations who use CEM solutions.

Europe

The Asia Pacific region is experiencing the fastest growth in the customer experience management (CEM) software market owing mostly to rapid digital transformation. This increased adoption is being driven by rising internet penetration, smartphone usage, and a growing emphasis on customer-centric corporate strategies across multiple industries.

The digital transformation tsunami in the Asia Pacific is driving an increase in demand for CEM software.

According to the International Telecommunication Union (ITU), internet penetration in the Asia Pacific region will reach 64.1% in 2021, up from 37.6% in 2015. This represents a considerable rise in potential digital clients. This expansion is accompanied by increasing smartphone use with GSMA Intelligence predicting that smartphone connections in Asia Pacific would reach 3.1 billion by 2025, accounting for 80% of overall connections.

Furthermore, the region's e-commerce development is a big driver of CEM software usage. According to the United Nations Conference on Trade and Development (UNCTAD), Asia-Pacific accounted for almost 60% of global e-commerce sales in 2020 with China accounting for 52.1% of the total. This tremendous rise in online shopping demands sophisticated CEM systems for managing and improving customer experiences.

Global Customer Experience Management Software Market: Segmentation Analysis

The Global Customer Experience Management Software Market is segmented based on the Touchpoint, End-User Industry, Offering, Enterprise Size, and Geography.

Customer Experience Management Software Market, By Touchpoint

• Social Media
• Web
• Email
• Contact Canter

Based on Touchpoint, the Global Customer Experience Management Software Market is bifurcated into Social Media, Web, Email, and Contact Canter. In the global customer experience management (CEM) software market, the web touchpoint is dominant. This is due to the central role websites play in customer interactions and engagement. Web-based touchpoints offer a comprehensive platform for businesses to provide information, support, and personalized experiences to customers. Websites serve as a primary channel for transactions, customer service, and information dissemination making them crucial for managing the overall customer experience.

Customer Experience Management Software Market, By End-User Industry

• Healthcare
• Telecommunication & Information Technologies (IT)
• Hospitality
• Automotive
• Others

Based on the End-User Industry, the Global Customer Experience Management Software Market is bifurcated into Healthcare, Telecommunication & Information Technologies (IT), Hospitality, Automotive, and Others. In the global customer experience management (CEM) software market, the telecommunication & information technologies (IT) sector is dominant. This industry leads due to its intense focus on customer interaction and satisfaction driven by the need to manage complex customer relationships and provide personalized service across multiple touchpoints. The rapid growth of digital services and the increasing demand for seamless customer experiences in telecommunications and IT drive significant investment in CEM solutions.

Customer Experience Management Software Market, By Offering

• Solutions
• Services

Based on the Offering, the Global Customer Experience Management Software Market is bifurcated into Solutions and Services. In the global customer experience management (CEM) software market, Solutions are dominant over services. This dominance is primarily due to the increasing demand for comprehensive, integrated CEM solutions that provide a wide range of functionalities such as analytics, automation, and real-time customer insights. Solutions offer businesses the tools to effectively manage and enhance customer interactions across multiple channels delivering a seamless and personalized experience.

Customer Experience Management Software Market, By Enterprise Size

• Large Enterprise
• Small & Medium Enterprises (SMEs)

Based on the Enterprise Size, the Global Customer Experience Management Software Market is bifurcated into Large Enterprise and SMEs. In the global customer experience management (CEM) software market, large enterprises dominate due to their expansive customer bases and greater resources to invest in advanced technologies. These organizations prioritize CEM solutions to enhance customer satisfaction, brand loyalty, and competitive advantage. Large enterprises often operate across multiple regions and channels necessitating sophisticated CEM software to manage complex customer interactions and gather insights in real-time.

Customer Experience Management Software Market, By Geography

• North America
• Europe
• Asia Pacific
• Rest of the World

Based on Geography, the Global Customer Experience Management Software Market is classified into North America, Europe, Asia Pacific, and the Rest of the World. North America is the dominant region in the global customer experience management (CEM) software market primarily due to its advanced technological infrastructure and early adoption of digital solutions. The presence of key industry players such as Oracle, IBM, and Salesforce further strengthens the region's leadership. The growing demand for personalized experiences, particularly in sectors like retail, healthcare, and financial services has accelerated the adoption of customer experience management software in North America making it the leading market.

Key Players

The "Global Customer Experience Management Software Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are Adobe, IBM, Oracle, Avaya, Nice, Nokia, SAP, OpenText, Tech Mahindra, Verint Systems, Teradata, Sprinklr, Medallia, InMoment, SAS Institute, Clarabridge, and Sitecore.

Our market analysis also entails a section solely dedicated to such major players wherein our analysts provide an insight into the financial statements of all the major players, along with product benchmarking and SWOT analysis. The competitive landscape section also includes key development strategies, market share, and market ranking analysis of the above-mentioned players globally.

Global Customer Experience Management Software Market Key Developments

• In November 2023, Zendesk launched CRM and no-code technologies for customer service personnel. The tools contain object triggers for Zendesk's custom objects, which automate the task.
• In June 2023, Adobe introduced Adobe Product Analytics for enterprise customers to give a tailored experience across many touchpoints while also increasing operational efficiency.
• In March 2023, General Motors implemented the Adobe Experience Cloud enterprise solution to provide highly tailored marketing offerings and real-time client interaction experiences.

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET

• 1.1 Overview of the Market
• 1.2 Scope of Report
• 1.3 Assumptions

2 EXECUTIVE SUMMARY

3 RESEARCH METHODOLOGY OF VERIFIED MARKET RESEARCH

• 3.1 Data Mining
• 3.2 Validation
• 3.3 Primary Interviews
• 3.4 List of Data Sources

4 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET OUTLOOK

• 4.1 Overview
• 4.2 Market Dynamics
  • 4.2.1 Drivers
  • 4.2.2 Restraints
  • 4.2.3 Opportunities
• 4.3 Porters Five Force Model
• 4.4 Value Chain Analysis

5 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY TOUCHPOINT

• 5.1 Overview
• 5.2 Social Media
• 5.3 Web
• 5.4 Email
• 5.5 Contact Canter

6 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY END-USER INDUSTRY

• 6.1 Overview
• 6.2 Healthcare
• 6.3 Telecommunication & Information Technologies (IT)
• 6.4 Hospitality
• 6.5 Automotive
• 6.6 Others

7 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY OFFERING

• 7.1 Overview
• 7.2 Solutions
• 7.3 Services

8 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY ENTERPRISE SIZE

• 8.1 Overview
• 8.2 Large Enterprise
• 8.3 SMEs

9 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET, BY GEOGRAPHY

• 9.1 Overview
• 9.2 North America
  • 9.2.1 U.S.
  • 9.2.2 Canada
  • 9.2.3 Mexico
• 9.3 Europe
  • 9.3.1 Germany
  • 9.3.2 U.K.
  • 9.3.3 France
  • 9.3.4 Rest of Europe
• 9.4 Asia Pacific
  • 9.4.1 China
  • 9.4.2 Japan
  • 9.4.3 India
  • 9.4.4 Rest of Asia Pacific
• 9.5 Rest of the World
  • 9.5.1 Latin America
  • 9.5.2 Middle East & Africa

10 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT SOFTWARE MARKET COMPETITIVE LANDSCAPE

• 10.1 Overview
• 10.2 Company Market Ranking
• 10.3 Key Development Strategies

11 COMPANY PROFILES

• 11.1 Adobe
  • 11.1.1 Overview
  • 11.1.2 Financial Performance
  • 11.1.3 Product Outlook
  • 11.1.4 Key Developments
• 11.2 IBM
  • 11.2.1 Overview
  • 11.2.2 Financial Performance
  • 11.2.3 Product Outlook
  • 11.2.4 Key Developments
• 11.3 Oracle
  • 11.3.1 Overview
  • 11.3.2 Financial Performance
  • 11.3.3 Product Outlook
  • 11.3.4 Key Developments
• 11.4 Avaya
  • 11.4.1 Overview
  • 11.4.2 Financial Performance
  • 11.4.3 Product Outlook
  • 11.4.4 Key Developments
• 11.5 Nice
  • 11.5.1 Overview
  • 11.5.2 Financial Performance
  • 11.5.3 Product Outlook
  • 11.5.4 Key Developments
• 11.6 Nokia
  • 11.6.1 Overview
  • 11.6.2 Financial Performance
  • 11.6.3 Product Outlook
  • 11.6.4 Key Developments
• 11.7 SAP
  • 11.7.1 Overview
  • 11.7.2 Financial Performance
  • 11.7.3 Product Outlook
  • 11.7.4 Key Developments
• 11.8 OpenText
  • 11.8.1 Overview
  • 11.8.2 Financial Performance
  • 11.8.3 Product Outlook
  • 11.8.4 Key Developments
• 11.9 Tech Mahindra
  • 11.9.1 Overview
  • 11.9.2 Financial Performance
  • 11.9.3 Product Outlook
  • 11.9.4 Key Developments
• 11.10 Verint Systems
  • 11.10.1 Overview
  • 11.10.2 Financial Performance
  • 11.10.3 Product Outlook
  • 11.10.4 Key Developments

12 Appendix

• 12.1 Related Research