顧客経験管理(CEM)の世界市場予測(~2022年):タッチポイント(企業ウェブサイト、店、ウェブ、コールセンター)、産業、地域別分析

◆英語タイトル:Customer Experience Management Market by Touch Point (Company Website, Branch/Store, Web, Call Center), Vertical (IT Communication Service Provider, BFSI, Healthcare, Manufacturing, Travel & Hospitality), and Region - Global Forecast to 2022
◆商品コード:TC-2625
◆発行会社(リサーチ会社):MarketsandMarkets
◆発行日:2017年11月7日
◆ページ数:161
◆レポート形式:英語 / PDF
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◆調査対象地域:グローバル
◆産業分野:IT
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MarketsandMarketsが発行した当調査レポートでは、顧客経験管理(CEM)の世界市場について調査・分析し、エグゼクティブサマリー、市場インサイト、市場概観/市場動向、タッチポイント別分析、産業別分析、地域別分析、顧客経験管理(CEM)の世界市場規模及び予測、市場動向、競争状況、関連企業分析などの情報をお届けいたします。

・イントロダクション
・エグゼクティブサマリー
・顧客経験管理(CEM)の世界市場:市場インサイト
・顧客経験管理(CEM)の世界市場:市場概観/市場動向
・顧客経験管理(CEM)の世界市場:タッチポイント別分析/市場規模
・顧客経験管理(CEM)の世界市場:産業別分析/市場規模
・顧客経験管理(CEM)の世界市場:地域別分析/市場規模
・顧客経験管理(CEM)のアジア市場規模予測
・顧客経験管理(CEM)のヨーロッパ市場規模予測
・顧客経験管理(CEM)のアメリカ市場規模予測
・顧客経験管理(CEM)の世界市場動向
・顧客経験管理(CEM)の世界市場:競争状況
・顧客経験管理(CEM)の世界市場:関連企業分析
...

※上記の和訳は最新内容ではない場合があります。
【レポートの概要】

The customer experience management market is projected to grow at a CAGR of 23.1% between 2017 and 2022 The customer experience management market is projected to grow from an estimated USD 5.98 billion in 2017 to USD 16.91 billion by 2022, at a CAGR of 23.1% during the forecast period, 2017 to 2022. The increase in demand for customer digital experience and use of e-commerce platform has led to the increased demand and adoption of customer experience management solutions which have helped streamline businesses and operational processes, thereby fueling the growth of the customer experience management market. However, data synchronization between customer experience management solutions and other technologies within organizations is restraining the growth of the customer experience management market.
Based on touchpoint, the call center segment is estimated to account for the largest share of the customer experience management market in 2017 Based on touchpoint, the call center segment is estimated to account for the largest share of the customer experience management market in 2017. Call centers serve as key business differentiators whereby customers interact with customer care executives about their product usage experience and provide first-hand experience.
Based on vertical, the telecommunication service providers segment is estimated to account for the largest share of the customer experience management market in 2017
Based on vertical, the telecommunication service providers segment is estimated to account for the largest share of the customer experience management market in 2017. Telecom service providers are reaching out to subscribers through websites, call centers, social media, their applications, and others to judge the experience of the product offered. The telecom sector is a mature market place, where the pressing value proposition is customer loyalty.
North America is estimated to account for the largest share of the customer experience management market in 2017
The customer experience management market has been studied for North America, Asia Pacific (APAC), Europe, the Middle East & Africa (MEA), and Latin America. North America is estimated to lead the customer experience management market in 2017. An increase in the number of mobile users and rise in the demand for customer experience management solutions by industries are driving the growth of the North America customer experience management market. The high adoption of customer experience management solutions in this region is due to the availability of advanced IT infrastructure and proficient technical expertise, which are some of the key factors expected to fuel the growth of the customer experience management market in North America.
In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with key executives. The break-up of profiles of primary participants is given below:

• By Company Type: Tier 1: 70%, Tier 2: 20%, and Tier 3: 10%
• By Designation: C-level: 23%, Director level: 63%, and Others: 14%
• By Region: North America: 70%, Europe: 20%, and Asia Pacific: 10%
Key vendors profiled in the report are as follows:
1. Adobe Systems (US)
2. Oracle (US)
3. IBM (US)
4. Avaya (US)
5. NICE Systems (Israel)
6. Nokia (Finland)
7. OpenText (Canada)
8. Tech Mahindra (India)
9. Verint Systems (US)
10. MaritzCX (US)

Research Coverage:
This study provides a detailed segmentation of the customer experience management market on the basis of touchpoint, vertical, and region. Based on touchpoint, the customer experience management market has been segmented into company website, branch/store, web, call center, mobile, social media, email, and others. Based on vertical, the customer experience management market is segmented into IT communication service providers; telecommunication service providers; banking, financial services and insurance; consumer goods & retail; healthcare; automotive & transportation; travel & hospitality; public sector, energy & utilities; media & entertainment; manufacturing, and others. Geographic analysis has been carried out for North America, Europe, Asia Pacific (APAC), Middle East & Africa (MEA), and Latin America.
Key Benefits of Buying the Report:

The report will help market leaders and new entrants in the customer experience management market in the following ways:
The report will help market leaders/new entrants in this market by providing them the closest approximations of revenues of the customer experience management market and its subsegments. This report will also help stakeholders better understand the competitor landscape, gain more insights to better the positions of their businesses, and implement suitable go-to-market strategies. The report will help stakeholders understand the pulse of the market and provide them with information on key market drivers, restraints, challenges, and opportunities.

【レポートの目次】

TABLE OF CONTENTS

1 INTRODUCTION 13
1.1 OBJECTIVES OF THE STUDY 13
1.2 MARKET DEFINITION 13
1.3 MARKET SCOPE 14
1.3.1 MARKET SEGMENTATION 14
1.3.2 YEARS CONSIDERED FOR THE STUDY 15
1.4 CURRENCY 15
1.5 STAKEHOLDERS 15
2 RESEARCH METHODOLOGY 16
2.1 RESEARCH DATA 16
2.1.1 SECONDARY DATA 17
2.1.2 PRIMARY DATA 17
2.1.2.1 Breakdown of primaries 17
2.1.2.2 Key industry insights 18
2.2 MARKET SIZE ESTIMATION 19
2.3 RESEARCH ASSUMPTIONS 21
2.4 LIMITATIONS 22
3 EXECUTIVE SUMMARY 23
4 PREMIUM INSIGHTS 26
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 26
4.2 NORTH AMERICA: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 27
4.3 EUROPE: CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT 28
4.4 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION 28
5 MARKET OVERVIEW 29
5.1 INTRODUCTION 29
5.2 EVOLUTION 29
5.3 MARKET DYNAMICS 31
5.3.1 DRIVERS 32
5.3.1.1 Need for effective customer accessibility throughout the customer journey 32
5.3.1.2 Increasing adoption of customer experience management solutions to reduce customer churn rate 32
5.3.1.3 Rising need for competitive differentiation 32
5.3.1.4 Increasing usage of e-commerce and m-commerce platforms 33
5.3.2 RESTRAINTS 33
5.3.2.1 Data synchronization between customer experience management solutions and other technologies 33
5.3.2.2 Personalized expectations of customers 33
5.3.3 OPPORTUNITIES 34
5.3.3.1 Major focus on virtual touchpoints 34
5.3.3.2 Integral part of the digital market 34
5.3.3.3 Rise in demand for employee engagement solutions 34
5.3.4 CHALLENGES 35
5.3.4.1 Choosing the proper mix of technology and personnel 35
5.4 CASE STUDIES 35
5.4.1 CASE STUDY #1: ICICI BANK TRANSFORMS ITS CUSTOMER EXPERIENCE WITH GENESYS 35
5.4.2 CASE STUDY #2: SAFARICOM USES NOKIA CUSTOMER EXPERIENCE MANAGEMENT ON DEMAND 36
5.4.3 CASE STUDY #3: SCHWAN’S COMPANY USES ORACLE CROSS-CHANNEL MARKETING 36
6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT 37
6.1 INTRODUCTION 38
6.2 COMPANY WEBSITE 39
6.3 BRANCH/STORE 40
6.4 WEB 42
6.5 CALL CENTER 43
6.6 MOBILE 44
6.7 SOCIAL MEDIA 46
6.8 EMAIL 47
6.9 OTHERS 49
7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL 50
7.1 INTRODUCTION 51
7.2 IT COMMUNICATION SERVICE PROVIDERS 52
7.3 TELECOMMUNICATION SERVICE PROVIDERS 52
7.4 PUBLIC SECTOR, ENERGY & UTILITIES 53
7.5 BANKING, FINANCIAL SERVICES & INSURANCE 54
7.6 HEALTHCARE 54
7.7 AUTOMOTIVE & TRANSPORTATION 55
7.8 CONSUMER GOODS & RETAIL 56
7.9 MEDIA & ENTERTAINMENT 56
7.10 TRAVEL & HOSPITALITY 57
7.11 MANUFACTURING 58
7.12 OTHERS 59
8 REGIONAL ANALYSIS 60
8.1 INTRODUCTION 61
8.2 NORTH AMERICA 63
8.3 EUROPE 71
8.4 ASIA PACIFIC 73
8.5 MIDDLE EAST & AFRICA 81
8.6 LATIN AMERICA 83
9 COMPETITIVE LANDSCAPE 85
9.1 OVERVIEW 85
9.2 COMPETITIVE SITUATIONS AND TRENDS 86
9.2.1 NEW PRODUCT LAUNCHES 87
9.2.2 EXPANSIONS 89
9.2.3 MERGERS & ACQUISITIONS 90
9.2.4 AGREEMENTS, PARTNERSHIPS, CONTRACTS, COLLABORATIONS 94
9.3 MARKET RANKING, BY KEY PLAYER 104
10 COMPANY PROFILES 105
(Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View)*
10.1 ADOBE SYSTEMS 105
10.2 ORACLE 110
10.3 IBM 114
10.4 AVAYA 118
10.5 NICE SYSTEMS 121
10.6 NOKIA 125
10.7 OPENTEXT 128
10.8 TECH MAHINDRA 132
10.9 VERINT SYSTEMS 134
10.10 MARITZCX 137
10.11 MEDALLIA 140
10.12 QUALTRICS 143
10.13 INMOMENT 146
10.14 KEY INNOVATORS 148
*Details on Business Overview, Products Offered, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.


11 APPENDIX 150
11.1 INDUSTRY EXPERTS 150
11.2 DISCUSSION GUIDE 151
11.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 154
11.4 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE 156
11.5 AVAILABLE CUSTOMIZATIONS 158
11.6 RELATED REPORTS 158
11.7 AUTHOR DETAILS 159

LIST OF TABLES

TABLE 1 USD EXCHANGE RATE, 2014 - 2016 15
TABLE 2 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY TOUCHPOINT,
2015–2022 (USD MILLION) 38
TABLE 3 COMPANY WEBSITE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 39
TABLE 4 COMPANY WEBSITE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2022 (USD MILLION) 40
TABLE 5 BRANCH/STORE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 41
TABLE 6 BRANCH/STORE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2022 (USD MILLION) 41
TABLE 7 WEB: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 42
TABLE 8 WEB: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL,
2015–2022 (USD MILLION) 42
TABLE 9 CALL CENTER: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 43
TABLE 10 CALL CENTER: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2022 (USD MILLION) 44
TABLE 11 MOBILE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 45
TABLE 12 MOBILE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION) 45
TABLE 13 SOCIAL MEDIA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 46
TABLE 14 SOCIAL MEDIA: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY VERTICAL, 2015–2022 (USD MILLION) 47
TABLE 15 EMAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION,
2015–2022 (USD MILLION) 48
TABLE 16 EMAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION) 48
TABLE 17 OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 49
TABLE 18 OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL, 2015–2022 (USD MILLION) 49
TABLE 19 CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY VERTICAL,
2015–2022 (USD MILLION) 51
TABLE 20 IT COMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 52
TABLE 21 TELECOMMUNICATION SERVICE PROVIDERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 53
TABLE 22 PUBLIC SECTOR, ENERGY & UTILITIES: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 53
TABLE 23 BANKING, FINANCIAL SERVICES & INSURANCE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 54
TABLE 24 HEALTHCARE: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 55
TABLE 25 AUTOMOTIVE & TRANSPORTATION: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 55
TABLE 26 CONSUMER GOODS & RETAIL: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–20221 (USD MILLION) 56
TABLE 27 MEDIA & ENTERTAINMENT: CUSTOMER EXPERIENCE MANAGEMENT MARKET
SIZE, BY REGION, 2015–2022 (USD MILLION) 57
TABLE 28 TRAVEL & HOSPITALITY: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 57
TABLE 29 MANUFACTURING: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,
BY REGION, 2015–2022 (USD MILLION) 58
TABLE 30 OTHERS: CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE, BY REGION, 2015–2022 (USD MILLION) 59
TABLE 31 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION,
2015–2022 (USD MILLION) 61
TABLE 32 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY TOUCHPOINT, 2015–2022 (USD MILLION) 65
TABLE 33 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015–2022 (USD MILLION) 65
TABLE 34 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2015–2022 (USD MILLION) 66
TABLE 35 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2015–2022 (USD MILLION) 66
TABLE 36 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR PUBLIC SECTOR, ENERGY & UTILITIES, BY TOUCHPOINT, 2015–2022 (USD MILLION) 67
TABLE 37 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR BANKING, FINANCIAL SERVICES & INSURANCE, BY TOUCHPOINT, 2015–2022 (USD MILLION) 67
TABLE 38 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR HEALTHCARE, BY TOUCHPOINT, 2015–2022 (USD MILLION) 68
TABLE 39 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2015–2022 (USD MILLION) 68
TABLE 40 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2015–2022 (USD MILLION) 69
TABLE 41 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2015–2022(USD MILLION) 69
TABLE 42 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2015–2022 (USD MILLION) 70
TABLE 43 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MANUFACTURING, BY TOUCHPOINT, 2015–2022 (USD MILLION) 70
TABLE 44 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR OTHER VERTICALS, BY TOUCHPOINT, 2015–2022 (USD MILLION) 71
TABLE 45 EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015–2022 (USD MILLION) 72
TABLE 46 EUROPE CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL,
2015–2022 (USD MILLION) 73
TABLE 47 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT, 2015–2022 (USD MILLION) 75
TABLE 48 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL, 2015–2022 (USD MILLION) 75
TABLE 49 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR IT COMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2015–2022 (USD MILLION) 76
TABLE 50 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TELECOMMUNICATION SERVICE PROVIDERS, BY TOUCHPOINT,
2015–2022 (USD MILLION) 76
TABLE 51 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR PUBLIC SECTOR, ENERGY & UTILITIES, BY TOUCHPOINT, 2015–2022 (USD MILLION) 77
TABLE 52 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR BANKING, FINANCIAL SERVICES & INSURANCE, BY TOUCHPOINT, 2015–2022 (USD MILLION) 77
TABLE 53 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR HEALTHCARE, BY TOUCHPOINT, 2015–2022 (USD MILLION) 78
TABLE 54 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR AUTOMOTIVE & TRANSPORTATION, BY TOUCHPOINT, 2015–2022 (USD MILLION) 78
TABLE 55 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR CONSUMER GOODS & RETAIL, BY TOUCHPOINT, 2015–2022 (USD MILLION) 79
TABLE 56 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MEDIA & ENTERTAINMENT, BY TOUCHPOINT, 2015–2022 (USD MILLION) 79
TABLE 57 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR TRAVEL & HOSPITALITY, BY TOUCHPOINT, 2015–2022 (USD MILLION) 80
TABLE 58 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR MANUFACTURING, BY TOUCHPOINT, 2015–2022 (USD MILLION) 80
TABLE 59 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET FOR OTHERS,
BY TOUCHPOINT, 2015–2022 (USD MILLION) 81
TABLE 60 MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY TOUCHPOINT, 2015–2022 (USD MILLION) 82
TABLE 61 MIDDLE EAST & AFRICA CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY VERTICAL, 2015–2022 (USD MILLION) 82
TABLE 62 LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY TOUCHPOINT, 2015–2022 (USD MILLION) 83
TABLE 63 LATIN AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET,
BY VERTICAL, 2015–2022 (USD MILLION) 84
TABLE 64 NEW PRODUCT LAUNCHES, 2014–2017 87
TABLE 65 EXPANSIONS, 2016–2017 89
TABLE 66 MERGERS & ACQUISITIONS, 2014–2017 90
TABLE 67 AGREEMENTS, PARTNERSHIPS, CONTRACTS, COLLABORATIONS, 2014–2017 94
TABLE 68 MARKET RANKING OF KEY PLAYERS, 2017 104


LIST OF FIGURES

FIGURE 1 CUSTOMER EXPERIENCE MANAGEMENT MARKET: RESEARCH DESIGN 16
FIGURE 2 DATA TRIANGULATION 19
FIGURE 3 MARKET SIZE ESTIMATION METHODOLOGY: BOTTOM-UP APPROACH 20
FIGURE 4 MARKET SIZE ESTIMATION METHODOLOGY: TOP-DOWN APPROACH 20
FIGURE 5 ASSUMPTION 21
FIGURE 6 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY TOUCHPOINT
(2017 VS. 2022) 24
FIGURE 7 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY VERTICAL
(2017 VS. 2022) 24
FIGURE 8 CUSTOMER EXPERIENCE MANAGEMENT MARKET, BY REGION
(2017 VS. 2022) 25
FIGURE 9 GROWING NEED AMONG COMMUNICATION SERVICE PROVIDERS TO INCREASE REVENUE GENERATION IS EXPECTED TO FUEL THE GROWTH OF THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 26
FIGURE 10 IN NORTH AMERICA, TRAVEL & HOSPITALITY SEGMENT OF THE CUSTOMER EXPERIENCE MANAGEMENT MARKET IS PROJECTED TO GROW AT THE HIGHEST CAGR FROM 2017 TO 2022 27
FIGURE 11 IN EUROPE, MOBILE SEGMENT OF THE CUSTOMER EXPERIENCE MANAGEMENT MARKET IS PROJECTED TO GROW AT THE HIGHEST CAGR FROM 2017 TO 2022 28
FIGURE 12 THE MARKET IN ASIA PACIFIC IS PROJECTED TO GROW AT THE HIGHEST CAGR FROM 2017 TO 2022 28
FIGURE 13 ADVANCEMENTS IN COMMUNICATION TECHNOLOGY TO BE THE MAJOR DRIVING FACTOR FOR THE CUSTOMER EXPERIENCE MANAGEMENT MARKET 30
FIGURE 14 CUSTOMER EXPERIENCE MANAGEMENT MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 31
FIGURE 15 CALL CENTER SEGMENT ESTIMATED TO ACCOUNT FOR MAJOR SHARE IN
THE CUSTOMER EXPERIENCE MANAGEMENT MARKET IN 2017 38
FIGURE 16 TRAVEL & HOSPITALITY SEGMENT IS PROJECTED TO GROW AT A HIGHER
CAGR DURING THE FORECAST PERIOD 51
FIGURE 17 NORTH AMERICA ESTIMATED TO BE THE LARGEST MARKET FOR CUSTOMER EXPERIENCE MANAGEMENT IN 2017 62
FIGURE 18 CUSTOMER EXPERIENCE MANAGEMENT MARKET IN THE ASIA PACIFIC PROJECTED TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 62
FIGURE 19 NORTH AMERICA CUSTOMER EXPERIENCE MANAGEMENT MARKET SNAPSHOT 64
FIGURE 20 ASIA PACIFIC CUSTOMER EXPERIENCE MANAGEMENT MARKET SNAPSHOT 74
FIGURE 21 COMPANIES ADOPTED NEW PRODUCT LAUNCHES AND PARTNERSHIPS, AGREEMENTS, CONTRACTS, & COLLABORATIONS AS THE KEY GROWTH STRATEGIES TILL 2017 85
FIGURE 22 MARKET EVALUATION FRAMEWORK 86
FIGURE 23 ADOBE SYSTEMS: COMPANY SNAPSHOT 105
FIGURE 24 ORACLE: COMPANY SNAPSHOT 110
FIGURE 25 IBM: COMPANY SNAPSHOT 114
FIGURE 26 AVAYA: COMPANY SNAPSHOT 118
FIGURE 27 NICE SYSTEMS: COMPANY SNAPSHOT 121
FIGURE 28 NOKIA: COMPANY SNAPSHOT 125
FIGURE 29 OPENTEXT: COMPANY SNAPSHOT 128
FIGURE 30 TECH MAHINDRA: COMPANY SNAPSHOT 132
FIGURE 31 VERINT: COMPANY SNAPSHOT 134


【レポートのキーワード】

顧客経験管理(CEM)、タッチポイント、企業ウェブサイト、店、ウェブ、コールセンター、カスタマーエクスペリエンスマネジメント

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