Report Detail
Global Customer Experience Management Market 2026 by Company, Regions, Type and Application, Forecast to 2032
- RnM4668692 |
- 22 January, 2026 |
- Global |
- 136 Pages |
- GIR |
- Service & Software
According to our (Global Info Research) latest study, the global Customer Experience Management market size was valued at US$ 22220 million in 2025 and is forecast to a readjusted size of US$ 58750 million by 2032 with a CAGR of 15.1% during review period.
Customer experience management (CEM or CXM) is a set of processes used to track customer interactions throughout the customer journey. CEM allows organizations to gain insight into these customer interactions and optimize each touchpoint to drive loyalty and improve customer lifetime value. The best customer experience management software enables enterprises to provide customer-centric experiences across all customer interactions at scale, while optimizing operations, control, and compliance of the associated enterprise information and processes.
Technology-driven intelligent upgrades
AI and automation: Natural language processing (NLP) and machine learning technologies are widely used. For example, AI chatbots handle 70% of routine inquiries, improving customer satisfaction by 18%; Glassbox's AI Insight Assistant (GIA) can automatically identify customer churn risk points with an accuracy rate of over 90%.
Omnichannel Integration: Businesses are transitioning from “multichannel” to “omnichannel” strategies. For example, an e-commerce platform improved cross-channel experience consistency by 50% and increased repeat purchase rates by 15% through a unified customer data hub.
Real-time feedback and predictive analytics: Real-time data collection technologies (such as conversation recording and sentiment analysis) enable businesses to proactively intervene before customer experiences deteriorate. A certain airline improved complaint resolution efficiency by 60% by monitoring customer service conversations in real time.
The deep penetration of the experience economy
Explosion of personalized demand: Consumer expectations for customized services are driving CXM to shift from “standardization” to “scenario-based.” For example, a bank used AI to analyze customer spending habits and provide dynamic credit limit recommendations, resulting in a 25% increase in customer retention rates.
Experience as a product: Some industries position experience itself as a core competitive advantage. For instance, a hotel group integrated room service, dining reservations, and tourism recommendations through a CXM platform, achieving a 30% premium on customer experience.
Data Compliance and Ethical Challenges
Strengthened Privacy Protection: Regulations such as the GDPR and China's Personal Information Protection Law are driving CXM technology upgrades, requiring companies to balance data utilization and compliance risks. For example, a retail company adopted federated learning technology to enable cross-channel analysis without sharing raw data.
Ethics and Transparency: As customers become more sensitive to algorithmic bias and data misuse, companies must establish transparent data usage policies. For example, a ride-sharing platform publicly disclosed its algorithmic logic, resulting in an 18% increase in customer trust.
Ecosystem Integration and Industry Vertical Integration
Solution Modularization: Leading vendors are building CXM platforms through API openness and ecosystem partnerships, such as Salesforce's deep integration with Slack and Tableau, reducing companies' technology integration costs.
Industry Customization: Vertical-specific solutions are emerging, such as patient journey management systems in the healthcare industry and post-sales experience optimization tools in manufacturing. A certain automotive brand improved customer satisfaction from 72% to 89% by adopting an industry-specific CXM system.
This report is a detailed and comprehensive analysis for global Customer Experience Management market. Both quantitative and qualitative analyses are presented by company, by region & country, by Type and by Application. As the market is constantly changing, this report explores the competition, supply and demand trends, as well as key factors that contribute to its changing demands across many markets. Company profiles and product examples of selected competitors, along with market share estimates of some of the selected leaders for the year 2025, are provided.
Key Features:
Global Customer Experience Management market size and forecasts, in consumption value ($ Million), 2021-2032
Global Customer Experience Management market size and forecasts by region and country, in consumption value ($ Million), 2021-2032
Global Customer Experience Management market size and forecasts, by Type and by Application, in consumption value ($ Million), 2021-2032
Global Customer Experience Management market shares of main players, in revenue ($ Million), 2021-2026
The Primary Objectives in This Report Are:
To determine the size of the total market opportunity of global and key countries
To assess the growth potential for Customer Experience Management
To forecast future growth in each product and end-use market
To assess competitive factors affecting the marketplace
This report profiles key players in the global Customer Experience Management market based on the following parameters - company overview, revenue, gross margin, product portfolio, geographical presence, and key developments. Key companies covered as a part of this study include Adobe Systems, Nice Systems, SAP SE, Oracle, Sitecore, IBM, Medallia, Opentext, Verint Systems, Maritzcx, etc.
This report also provides key insights about market drivers, restraints, opportunities, new product launches or approvals.
Market segmentation
Customer Experience Management market is split by Type and by Application. For the period 2021-2032, the growth among segments provides accurate calculations and forecasts for Consumption Value by Type and by Application. This analysis can help you expand your business by targeting qualified niche markets.
Market segment by Type
Cloud-Based
On-Premise
Market segment by Application
BFSI
Retail
Healthcare
IT & Telecom
Manufacturing
Government
Energy & Utilities
Others
Market segment by players, this report covers
Adobe Systems
Nice Systems
SAP SE
Oracle
Sitecore
IBM
Medallia
Opentext
Verint Systems
Maritzcx
Tech Mahindra
SAS Institute
Avaya
Clarabridge
Zendesk
InMoment
Ignite
Market segment by regions, regional analysis covers
North America (United States, Canada and Mexico)
Europe (Germany, France, UK, Russia, Italy and Rest of Europe)
Asia-Pacific (China, Japan, South Korea, India, Southeast Asia and Rest of Asia-Pacific)
South America (Brazil, Rest of South America)
Middle East & Africa (Turkey, Saudi Arabia, UAE, Rest of Middle East & Africa)
The content of the study subjects, includes a total of 13 chapters:
Chapter 1, to describe Customer Experience Management product scope, market overview, market estimation caveats and base year.
Chapter 2, to profile the top players of Customer Experience Management, with revenue, gross margin, and global market share of Customer Experience Management from 2021 to 2026.
Chapter 3, the Customer Experience Management competitive situation, revenue, and global market share of top players are analyzed emphatically by landscape contrast.
Chapter 4 and 5, to segment the market size by Type and by Application, with consumption value and growth rate by Type, by Application, from 2021 to 2032.
Chapter 6, 7, 8, 9, and 10, to break the market size data at the country level, with revenue and market share for key countries in the world, from 2021 to 2026.and Customer Experience Management market forecast, by regions, by Type and by Application, with consumption value, from 2027 to 2032.
Chapter 11, market dynamics, drivers, restraints, trends, Porters Five Forces analysis.
Chapter 12, the key raw materials and key suppliers, and industry chain of Customer Experience Management.
Chapter 13, to describe Customer Experience Management research findings and conclusion.
1 Market Overview
- 1.1 Product Overview and Scope
- 1.2 Market Estimation Caveats and Base Year
- 1.3 Classification of Customer Experience Management by Type
- 1.3.1 Overview: Global Customer Experience Management Market Size by Type: 2021 Versus 2025 Versus 2032
- 1.3.2 Global Customer Experience Management Consumption Value Market Share by Type in 2025
- 1.3.3 Cloud-Based
- 1.3.4 On-Premise
- 1.4 Global Customer Experience Management Market by Application
- 1.4.1 Overview: Global Customer Experience Management Market Size by Application: 2021 Versus 2025 Versus 2032
- 1.4.2 BFSI
- 1.4.3 Retail
- 1.4.4 Healthcare
- 1.4.5 IT & Telecom
- 1.4.6 Manufacturing
- 1.4.7 Government
- 1.4.8 Energy & Utilities
- 1.4.9 Others
- 1.5 Global Customer Experience Management Market Size & Forecast
- 1.6 Global Customer Experience Management Market Size and Forecast by Region
- 1.6.1 Global Customer Experience Management Market Size by Region: 2021 VS 2025 VS 2032
- 1.6.2 Global Customer Experience Management Market Size by Region, (2021-2032)
- 1.6.3 North America Customer Experience Management Market Size and Prospect (2021-2032)
- 1.6.4 Europe Customer Experience Management Market Size and Prospect (2021-2032)
- 1.6.5 Asia-Pacific Customer Experience Management Market Size and Prospect (2021-2032)
- 1.6.6 South America Customer Experience Management Market Size and Prospect (2021-2032)
- 1.6.7 Middle East & Africa Customer Experience Management Market Size and Prospect (2021-2032)
2 Company Profiles
- 2.1 Adobe Systems
- 2.1.1 Adobe Systems Details
- 2.1.2 Adobe Systems Major Business
- 2.1.3 Adobe Systems Customer Experience Management Product and Solutions
- 2.1.4 Adobe Systems Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.1.5 Adobe Systems Recent Developments and Future Plans
- 2.2 Nice Systems
- 2.2.1 Nice Systems Details
- 2.2.2 Nice Systems Major Business
- 2.2.3 Nice Systems Customer Experience Management Product and Solutions
- 2.2.4 Nice Systems Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.2.5 Nice Systems Recent Developments and Future Plans
- 2.3 SAP SE
- 2.3.1 SAP SE Details
- 2.3.2 SAP SE Major Business
- 2.3.3 SAP SE Customer Experience Management Product and Solutions
- 2.3.4 SAP SE Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.3.5 SAP SE Recent Developments and Future Plans
- 2.4 Oracle
- 2.4.1 Oracle Details
- 2.4.2 Oracle Major Business
- 2.4.3 Oracle Customer Experience Management Product and Solutions
- 2.4.4 Oracle Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.4.5 Oracle Recent Developments and Future Plans
- 2.5 Sitecore
- 2.5.1 Sitecore Details
- 2.5.2 Sitecore Major Business
- 2.5.3 Sitecore Customer Experience Management Product and Solutions
- 2.5.4 Sitecore Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.5.5 Sitecore Recent Developments and Future Plans
- 2.6 IBM
- 2.6.1 IBM Details
- 2.6.2 IBM Major Business
- 2.6.3 IBM Customer Experience Management Product and Solutions
- 2.6.4 IBM Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.6.5 IBM Recent Developments and Future Plans
- 2.7 Medallia
- 2.7.1 Medallia Details
- 2.7.2 Medallia Major Business
- 2.7.3 Medallia Customer Experience Management Product and Solutions
- 2.7.4 Medallia Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.7.5 Medallia Recent Developments and Future Plans
- 2.8 Opentext
- 2.8.1 Opentext Details
- 2.8.2 Opentext Major Business
- 2.8.3 Opentext Customer Experience Management Product and Solutions
- 2.8.4 Opentext Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.8.5 Opentext Recent Developments and Future Plans
- 2.9 Verint Systems
- 2.9.1 Verint Systems Details
- 2.9.2 Verint Systems Major Business
- 2.9.3 Verint Systems Customer Experience Management Product and Solutions
- 2.9.4 Verint Systems Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.9.5 Verint Systems Recent Developments and Future Plans
- 2.10 Maritzcx
- 2.10.1 Maritzcx Details
- 2.10.2 Maritzcx Major Business
- 2.10.3 Maritzcx Customer Experience Management Product and Solutions
- 2.10.4 Maritzcx Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.10.5 Maritzcx Recent Developments and Future Plans
- 2.11 Tech Mahindra
- 2.11.1 Tech Mahindra Details
- 2.11.2 Tech Mahindra Major Business
- 2.11.3 Tech Mahindra Customer Experience Management Product and Solutions
- 2.11.4 Tech Mahindra Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.11.5 Tech Mahindra Recent Developments and Future Plans
- 2.12 SAS Institute
- 2.12.1 SAS Institute Details
- 2.12.2 SAS Institute Major Business
- 2.12.3 SAS Institute Customer Experience Management Product and Solutions
- 2.12.4 SAS Institute Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.12.5 SAS Institute Recent Developments and Future Plans
- 2.13 Avaya
- 2.13.1 Avaya Details
- 2.13.2 Avaya Major Business
- 2.13.3 Avaya Customer Experience Management Product and Solutions
- 2.13.4 Avaya Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.13.5 Avaya Recent Developments and Future Plans
- 2.14 Clarabridge
- 2.14.1 Clarabridge Details
- 2.14.2 Clarabridge Major Business
- 2.14.3 Clarabridge Customer Experience Management Product and Solutions
- 2.14.4 Clarabridge Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.14.5 Clarabridge Recent Developments and Future Plans
- 2.15 Zendesk
- 2.15.1 Zendesk Details
- 2.15.2 Zendesk Major Business
- 2.15.3 Zendesk Customer Experience Management Product and Solutions
- 2.15.4 Zendesk Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.15.5 Zendesk Recent Developments and Future Plans
- 2.16 InMoment
- 2.16.1 InMoment Details
- 2.16.2 InMoment Major Business
- 2.16.3 InMoment Customer Experience Management Product and Solutions
- 2.16.4 InMoment Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.16.5 InMoment Recent Developments and Future Plans
- 2.17 Ignite
- 2.17.1 Ignite Details
- 2.17.2 Ignite Major Business
- 2.17.3 Ignite Customer Experience Management Product and Solutions
- 2.17.4 Ignite Customer Experience Management Revenue, Gross Margin and Market Share (2021-2026)
- 2.17.5 Ignite Recent Developments and Future Plans
3 Market Competition, by Players
- 3.1 Global Customer Experience Management Revenue and Share by Players (2021-2026)
- 3.2 Market Share Analysis (2025)
- 3.2.1 Market Share of Customer Experience Management by Company Revenue
- 3.2.2 Top 3 Customer Experience Management Players Market Share in 2025
- 3.2.3 Top 6 Customer Experience Management Players Market Share in 2025
- 3.3 Customer Experience Management Market: Overall Company Footprint Analysis
- 3.3.1 Customer Experience Management Market: Region Footprint
- 3.3.2 Customer Experience Management Market: Company Product Type Footprint
- 3.3.3 Customer Experience Management Market: Company Product Application Footprint
- 3.4 New Market Entrants and Barriers to Market Entry
- 3.5 Mergers, Acquisition, Agreements, and Collaborations
4 Market Size Segment by Type
- 4.1 Global Customer Experience Management Consumption Value and Market Share by Type (2021-2026)
- 4.2 Global Customer Experience Management Market Forecast by Type (2027-2032)
5 Market Size Segment by Application
- 5.1 Global Customer Experience Management Consumption Value Market Share by Application (2021-2026)
- 5.2 Global Customer Experience Management Market Forecast by Application (2027-2032)
6 North America
- 6.1 North America Customer Experience Management Consumption Value by Type (2021-2032)
- 6.2 North America Customer Experience Management Market Size by Application (2021-2032)
- 6.3 North America Customer Experience Management Market Size by Country
- 6.3.1 North America Customer Experience Management Consumption Value by Country (2021-2032)
- 6.3.2 United States Customer Experience Management Market Size and Forecast (2021-2032)
- 6.3.3 Canada Customer Experience Management Market Size and Forecast (2021-2032)
- 6.3.4 Mexico Customer Experience Management Market Size and Forecast (2021-2032)
7 Europe
- 7.1 Europe Customer Experience Management Consumption Value by Type (2021-2032)
- 7.2 Europe Customer Experience Management Consumption Value by Application (2021-2032)
- 7.3 Europe Customer Experience Management Market Size by Country
- 7.3.1 Europe Customer Experience Management Consumption Value by Country (2021-2032)
- 7.3.2 Germany Customer Experience Management Market Size and Forecast (2021-2032)
- 7.3.3 France Customer Experience Management Market Size and Forecast (2021-2032)
- 7.3.4 United Kingdom Customer Experience Management Market Size and Forecast (2021-2032)
- 7.3.5 Russia Customer Experience Management Market Size and Forecast (2021-2032)
- 7.3.6 Italy Customer Experience Management Market Size and Forecast (2021-2032)
8 Asia-Pacific
- 8.1 Asia-Pacific Customer Experience Management Consumption Value by Type (2021-2032)
- 8.2 Asia-Pacific Customer Experience Management Consumption Value by Application (2021-2032)
- 8.3 Asia-Pacific Customer Experience Management Market Size by Region
- 8.3.1 Asia-Pacific Customer Experience Management Consumption Value by Region (2021-2032)
- 8.3.2 China Customer Experience Management Market Size and Forecast (2021-2032)
- 8.3.3 Japan Customer Experience Management Market Size and Forecast (2021-2032)
- 8.3.4 South Korea Customer Experience Management Market Size and Forecast (2021-2032)
- 8.3.5 India Customer Experience Management Market Size and Forecast (2021-2032)
- 8.3.6 Southeast Asia Customer Experience Management Market Size and Forecast (2021-2032)
- 8.3.7 Australia Customer Experience Management Market Size and Forecast (2021-2032)
9 South America
- 9.1 South America Customer Experience Management Consumption Value by Type (2021-2032)
- 9.2 South America Customer Experience Management Consumption Value by Application (2021-2032)
- 9.3 South America Customer Experience Management Market Size by Country
- 9.3.1 South America Customer Experience Management Consumption Value by Country (2021-2032)
- 9.3.2 Brazil Customer Experience Management Market Size and Forecast (2021-2032)
- 9.3.3 Argentina Customer Experience Management Market Size and Forecast (2021-2032)
10 Middle East & Africa
- 10.1 Middle East & Africa Customer Experience Management Consumption Value by Type (2021-2032)
- 10.2 Middle East & Africa Customer Experience Management Consumption Value by Application (2021-2032)
- 10.3 Middle East & Africa Customer Experience Management Market Size by Country
- 10.3.1 Middle East & Africa Customer Experience Management Consumption Value by Country (2021-2032)
- 10.3.2 Turkey Customer Experience Management Market Size and Forecast (2021-2032)
- 10.3.3 Saudi Arabia Customer Experience Management Market Size and Forecast (2021-2032)
- 10.3.4 UAE Customer Experience Management Market Size and Forecast (2021-2032)
11 Market Dynamics
- 11.1 Customer Experience Management Market Drivers
- 11.2 Customer Experience Management Market Restraints
- 11.3 Customer Experience Management Trends Analysis
- 11.4 Porters Five Forces Analysis
- 11.4.1 Threat of New Entrants
- 11.4.2 Bargaining Power of Suppliers
- 11.4.3 Bargaining Power of Buyers
- 11.4.4 Threat of Substitutes
- 11.4.5 Competitive Rivalry
12 Industry Chain Analysis
- 12.1 Customer Experience Management Industry Chain
- 12.2 Customer Experience Management Upstream Analysis
- 12.3 Customer Experience Management Midstream Analysis
- 12.4 Customer Experience Management Downstream Analysis
13 Research Findings and Conclusion
14 Appendix
- 14.1 Methodology
- 14.2 Research Process and Data Source
Summary:
Get latest Market Research Reports on Customer Experience Management. Industry analysis & Market Report on Customer Experience Management is a syndicated market report, published as Global Customer Experience Management Market 2026 by Company, Regions, Type and Application, Forecast to 2032. It is complete Research Study and Industry Analysis of Customer Experience Management market, to understand, Market Demand, Growth, trends analysis and Factor Influencing market.
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