Customer experience management (CEM) refers to managing interactions between an organization and customers to gain loyalty, trust, and satisfaction. CEM solutions help enterprises collect customer feedback, analyzing customer journey, and improving customer retention. It enables organizations to understand customer needs and provide personalized experience across various touchpoints. CEM solutions provide benefits such as increased customer satisfaction, reduced operational costs, and higher revenues.
Market key trends:
One of the key trends in the customer experience management market is the rising adoption of cloud-based solutions. Cloud-based CEM solutions provide various benefits such as reduced infrastructure costs, scalability, easy deployment, and remote accessibility. They enable enterprises to manage customer experience from any location and access data and applications from mobile devices. Furthermore, cloud deployment eliminates upfront software and hardware expenses and provides a pay-per-use model. This makes cloud-based CEM affordable for small and medium enterprises. As businesses continue to shift workloads to the cloud and explore the agility and scalability it provides, cloud adoption in CEM solutions is expected to rise significantly over the forecast period.
Threat of new entrants: New entrants face high initial costs to enter the market as they need to invest in technologies, train employees and build brand recognition.
Bargaining power of buyers: Large enterprises have strong bargaining power as they can negotiate better pricing and terms. However, the presence of many solution providers reduces their bargaining power.
Bargaining power of suppliers: Suppliers have moderate bargaining power as there are many technology players providing necessary tools and platforms.
Threat of new substitutes: There is moderate threat from substitutes as organizations can use social media listening tools and CRM systems for customer feedback.
Competitive rivalry: Intense competition exists among key players to gain market share using new product launches and partnerships.
The global Customer Experience Management Market Growth is estimated to be valued at US$ 10.89 Bn in 2023 and is expected to exhibit a CAGR of 13% over the forecast period 2023 to 2030, as highlighted in a new report published by Coherent Market Insights.
Strengths: The CEM market is growing at a rapid pace due to increasing focus on customer retention and personalization. Vendors provide comprehensive capabilities to understand customer behavior.
Weaknesses: High upfront investment and complex implementation processes limit adoption for small businesses. Lack of skilled professionals impacts leveraging insights effectively.
Opportunities: Emerging technologies like AI, analytics, IoT provide opportunities to gain deeper customer insights. Integration of CEM solutions with other systems opens new avenues.
Threats: Data privacy regulations pose significant challenges for solutions handling customer information. Changing customer preferences increase need for continuous innovation.
The global Customer Experience Management Market is expected to witness high growth, exhibiting CAGR of 13% over the forecast period, due to increasing need for customer retention and loyalty programs. By 2030, the market size is projected to reach US$ 35 Bn.
North America dominates currently holding over 40% share due to strong presence of leading vendors. Asia Pacific is expected to grow at the fastest pace owing to growing digitalization and adoption of advanced technologies across industries in countries like China and India.
Key players operating in the customer experience management market are MaritzCX Research LLC (Inmoment LLC), Adobe Inc., Medallia Inc., Oracle Corporation, Clarabridge, SAP SE, Sitecore, IBM Corporation, Zendesk, Avaya Inc., Open Text Corporation, Verint Systems Inc., and Tech Mahindra. These players are focusing on partnerships and product innovations to consolidate their market presence.