"Customer Experience Management Market - Global Forecast to 2020" Published

Customer Experience Management Market by Touch Points (Company Website, Ranch/Store, Web, and Call Center), by Regions (North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America), by Vertical (IT Communication Service Providers, BFSI, and Others) - Global Forecast to 2020

Today, customers are becoming increasingly influential with regards to an organization's strategic initiatives. Therefore, every business organization is focusing on increasing its customer base by providing solutions on multiple channels where customers can interact and their behavior can be ascertained. IT communication service providers, telecommunication service providers; banking, financial services and insurance; and consumer goods and retail markets provide huge opportunities for global customer experience management.

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Currently, mobile and social media are gaining popularity in every aspect of human lives. The customers are surrounded with large number of choices, which ultimately affects brand loyalty. Therefore, companies are focusing on fulfilling customers demand by providing products and services that can be personalized to their specific needs and delivered through their chosen channels. Companies are using various analytical tools such as big data analytics, predictive analytics, social media analytics, speech analytics, and various others to manage the emotional component of customer's experience and increase their customer base. The way organizations engage with their customers has become a key factor in defining their success.

The global customer experience management market covers various touchpoints, such as company websites, branch/store, web, email, mobile, and social media, which are used by organizations to monitor customer behavior and make strategic decisions accordingly. By verticals, the market is segmented into IT communication service providers, telecommunication service providers; banking, financial services and insurance; consumer goods & retail, healthcare, automotive & transportation and, various other industries. On the basis of region, the market is segmented into North America, Asia-Pacific, Europe, Latin America and Middle East and Africa. The report also describes the key market dynamics, such as drivers, restraints, challenges, and opportunities in the global customer experience management market.

The key players in the market are Nokia Networks, SAP SE, Tech Mahindra, Verint Systems, Oracle Corporation, Adobe Systems Inc., IBM, Clarabridge, SAS Institute Inc., SDL, and OpenText, among others. This report provides an in-depth analysis of the strategies, such as new product launches, partnerships, acquisitions, and collaborations adopted by the key players to sustain their growth in the global customer experience management market.

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