|By PR Newswire||
|August 11, 2014 06:30 AM EDT||
DALLAS, Aug. 11, 2014 /PRNewswire-iReach/ -- The CEM market is segmented by type, touch point, organization size, vertical, and region. CEM is garnering increasing popularity mainly driven by the application of tools that are employed for analyzing customer feedback from various touch points, such as company websites, branch, web, mobile, and social media. CEM, as a concept, is gaining widespread adoption, since it enables companies to serve customers efficiently, thereby creating retention, reducing churn, and improving competitive abilities. Previously, several companies had begun to invest heavily on solutions that optimize interactions from the customer's perspective and thereby enhance customer loyalty. The growth of communication media majorly affects customer expectations and behavior, ultimately impacting end user experiences. The report has been segmented in such a way that it covers various forms of the market which include simple Customer Experience Management (CEM), Customer Relationship Management (CRM), Social Customer Relationship Management (SCRM), Social Customer Experience Management (SCEM), and Telco Customer Experience Management. CEM is a collection of process, which uses a variety of technologies to gather customer feedback, understand their expectations, and improve the overall customer experience through different touch points. The aim of CEM is to change customers from satisfied to loyal and to become promoted thereafter. The CEM market is segmented by type, touch point, organization size, vertical, and region. Complete report is available at http://www.rnrmarketresearch.com/customer-experience-management-market-voc-analytics-feedback-management-web-analytics-text-analytics-speech-analytics-advanced-technologies-touch-points-adoption-trends-market-size-foreca-market-report.html .
The report focuses on CEM for Telco providers by taking into consideration aspects of Service Quality Management, Service Level Agreement monitoring, service monitoring, fault management, and performance management with respect to network planning and network management.
Under types of CEM, the Y-o-Y growth rates of text analytics are expected to be the highest throughout the forecast period. Most organizations prefer to have this software as it identifies the general market trend of customer needs, discloses the early warnings, product problems, and customer suggestions for improvement in product lifecycle period that helps to improve customer experience. Thus, this software is extremely crucial for organizations to maintain a competitive edge over others. Companies like Adobe Systems Incorporated, Alcatel-Lucent, Amdocs Limited, Cisco Systems, Inc., Ericsson, Huawei, Hewlett-Packard Company, Ibm, Nokia Siemens Networks, and Oracle Corporation are profiled in this research available for purchase at http://www.rnrmarketresearch.com/contacts/purchase?rname=203111 .
Table of Content
1.1 Key Takeaways
1.2 Report Description
1.3 Markets Covered
1.5 Research Methodology
2 Executive Summary
2.2 Overall Market Size
3 Market Overview
3.1 Market Definition: Customer Experience Management
3.2 Evolution of CEM
3.3 Market Segmentation
3.4 Winning Imperatives
3.5 Market Dynamics
3.6 Impact Analysis of Dros
3.7 Business Value Analysis
3.8 Value Chain
4 CEM: Enterprise Need & Adoption Trends
4.2 Traditional Crm Vs CEM
4.3 Voice of Customer Analytics
4.4 Impact of Cloud
4.5 Social Influence in Customer Experience
4.6 Tools & Techniques
4.6.1 Feedback Management
4.6.2 Web Content Management
4.6.3 Targeting &Personalization
4.6.4 Web Analytics
4.6.5 E-Mail &Campaign Management
4.6.6 Translation & Localization Services
4.6.7 Customer Relationship Management
4.6.8 Integrated Voice Response Technology
4.6.9 Natural Language Processing
4.6.10 Machine Learning
4.6.11 Artificial Intelligence Technologies
4.6.12 Service Quality Management
4.6.13 Service Level Agreement Monitoring
4.6.14 Service Monitoring
4.6.15 Fault Management
4.6.16 Performance Management
5 CEM: Market Size & Forecast, By Type
5.2 By Enterprise Feedback Management
5.3 By Web Analytics
5.4 By Text Analytics
5.5 By Speech Analytics
6 Customer Experience Management: Market Size & Forecast, By Channel/Touch Point
6.2 By Company Website
6.3 By Branch/Store
6.4 By Web
6.5 By Call Center
6.6 By Mobile
6.7 By Social Media
7 Customer Experience Management: Market Size & Forecast, By Organization Size
7.2 Small &Medium Businesses
8 Customer Experience Management: Market Size & Forecast, By Vertical Segment
8.2 Communication Services
8.3 Public Sector, Energy,& Utilities
8.4 Banking, Finance,& Insurance
8.6 Automotive & Transportation
8.7 Consumer Goods & Retail
8.8 Media & Entertainment
8.9 Travel & Hospitality
9 Telco Customer Experience Management Through Network Management: Market Size & Forecast
9.2 Market Overview & Current Trends
9.3 Sqm & Sla Monitoring Trends
9.5 Telecom CEM Market Size & Forecasts By Region
10 Customer Experience Management: Market Size & Forecast, By Region
10.2 North America
10.2.2 North America Market Size & Forecast By Type
10.3 Latin America
10.3.2 Market Size & Forecast
10.4.1 Market Size & Forecast
10.5.1 APAC Market Size & Forecast By Type
10.6 Middle East & Africa
10.6.1 Market Size & Forecast
11 Customer Experience Management: Best Practices & Growth Factors
11.1 Consulting Services
11.1.1 Overall Approach
11.2 Customer Experience
11.2.1 Best Practices
11.2.2 Future Trends
11.3 Vertical Penetration
11.3.1 Growth Factors
11.3.2 Future Trends
11.4 Enterprise Adoption Roadmap
12 Competitive Landscape
12.1 Competitive Ecosystem
13 Company Profiles (Details include Overview, Product & Services, Strategy & Analyst Insights, Developments and Publisher View)
13.1 Adobe Systems Incorporated
13.3 Amdocs Limited
13.4 Cisco Systems, Inc.
13.7 Hewlett-Packard Company
13.9 Nokia Siemens Networks
13.10 Oracle Corporation
Priced at US$ 4650 for a single user PDF license, request a discount on this research at http://www.rnrmarketresearch.com/contacts/discount?rname=203111 .
Browse Related Reports :
Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics) & Provider Type (ISP, TSP, MSP) – Global Advancements, Worldwide Forecasts & Analysis (2014-2019) is a July 2014 publication of 202 pages. This report helps to understand the competitor and gain more insights to better position their business. It has a section on competitive landscape, including competitor ecosystem, Mergers and Acquisitions (M&A), and Venture Capital (VC) funding. Companies profiled in this report include Adobe Systems, Amdocs, Alcatel Lucent, Cisco, Egain Corporation, Ericsson, HP, IBM, Nokia Siemens Network, and Oracle. Complete report is available at http://www.rnrmarketresearch.com/service-quality-management-sqm-and-telco-customer-experience-management-cem-market-by-product-type-efm-web-analytics-text-analytics-speech-analytics-provider-type-isp-tsp-msp-global-a-market-report.html .
Explore more reports on the Information Technology & Telecommunication at http://www.rnrmarketresearch.com/reports/information-technology-telecommunication .
RnRMarketResearch.com is a database of syndicated market research reports and in-depth studies covering 5000+ micro markets.
Media Contact: Priyank Tiwari, RnR Market Researh, + 1 888 391 5441, [email protected]
News distributed by PR Newswire iReach: https://ireach.prnewswire.com
One of the biggest impacts of the Internet of Things is and will continue to be on data; specifically data volume, management and usage. Companies are scrambling to adapt to this new and unpredictable data reality with legacy infrastructure that cannot handle the speed and volume of data. In his session at @ThingsExpo, Don DeLoach, CEO and president of Infobright, will discuss how companies need to rethink their data infrastructure to participate in the IoT, including: Data storage: Understanding the kinds of data: structured, unstructured, big/small? Analytics: What kinds and how responsiv...
Mar. 6, 2015 05:00 AM EST Reads: 2,782
Since 2008 and for the first time in history, more than half of humans live in urban areas, urging cities to become “smart.” Today, cities can leverage the wide availability of smartphones combined with new technologies such as Beacons or NFC to connect their urban furniture and environment to create citizen-first services that improve transportation, way-finding and information delivery. In her session at @ThingsExpo, Laetitia Gazel-Anthoine, CEO of Connecthings, will focus on successful use cases.
Mar. 6, 2015 04:00 AM EST Reads: 3,075
The Workspace-as-a-Service (WaaS) market will grow to $6.4B by 2018. In his session at 16th Cloud Expo, Seth Bostock, CEO of IndependenceIT, will begin by walking the audience through the evolution of Workspace as-a-Service, where it is now vs. where it going. To look beyond the desktop we must understand exactly what WaaS is, who the users are, and where it is going in the future. IT departments, ISVs and service providers must look to workflow and automation capabilities to adapt to growing demand and the rapidly changing workspace model.
Mar. 6, 2015 04:00 AM EST Reads: 1,228
Sensor-enabled things are becoming more commonplace, precursors to a larger and more complex framework that most consider the ultimate promise of the IoT: things connecting, interacting, sharing, storing, and over time perhaps learning and predicting based on habits, behaviors, location, preferences, purchases and more. In his session at @ThingsExpo, Tom Wesselman, Director of Communications Ecosystem Architecture at Plantronics, will examine the still nascent IoT as it is coalescing, including what it is today, what it might ultimately be, the role of wearable tech, and technology gaps stil...
Mar. 6, 2015 03:30 AM EST Reads: 2,829
Almost everyone sees the potential of Internet of Things but how can businesses truly unlock that potential. The key will be in the ability to discover business insight in the midst of an ocean of Big Data generated from billions of embedded devices via Systems of Discover. Businesses will also need to ensure that they can sustain that insight by leveraging the cloud for global reach, scale and elasticity.
Mar. 6, 2015 03:15 AM EST Reads: 4,730
The Internet of Things (IoT) promises to evolve the way the world does business; however, understanding how to apply it to your company can be a mystery. Most people struggle with understanding the potential business uses or tend to get caught up in the technology, resulting in solutions that fail to meet even minimum business goals. In his session at @ThingsExpo, Jesse Shiah, CEO / President / Co-Founder of AgilePoint Inc., showed what is needed to leverage the IoT to transform your business. He discussed opportunities and challenges ahead for the IoT from a market and technical point of vie...
Mar. 6, 2015 02:45 AM EST Reads: 4,075
IoT is still a vague buzzword for many people. In his session at @ThingsExpo, Mike Kavis, Vice President & Principal Cloud Architect at Cloud Technology Partners, discussed the business value of IoT that goes far beyond the general public's perception that IoT is all about wearables and home consumer services. He also discussed how IoT is perceived by investors and how venture capitalist access this space. Other topics discussed were barriers to success, what is new, what is old, and what the future may hold. Mike Kavis is Vice President & Principal Cloud Architect at Cloud Technology Pa...
Mar. 6, 2015 02:30 AM EST Reads: 4,709
Hadoop as a Service (as offered by handful of niche vendors now) is a cloud computing solution that makes medium and large-scale data processing accessible, easy, fast and inexpensive. In his session at Big Data Expo, Kumar Ramamurthy, Vice President and Chief Technologist, EIM & Big Data, at Virtusa, will discuss how this is achieved by eliminating the operational challenges of running Hadoop, so one can focus on business growth. The fragmented Hadoop distribution world and various PaaS solutions that provide a Hadoop flavor either make choices for customers very flexible in the name of opti...
Mar. 6, 2015 02:30 AM EST Reads: 1,333
The true value of the Internet of Things (IoT) lies not just in the data, but through the services that protect the data, perform the analysis and present findings in a usable way. With many IoT elements rooted in traditional IT components, Big Data and IoT isn’t just a play for enterprise. In fact, the IoT presents SMBs with the prospect of launching entirely new activities and exploring innovative areas. CompTIA research identifies several areas where IoT is expected to have the greatest impact.
Mar. 6, 2015 02:00 AM EST Reads: 3,174
Advanced Persistent Threats (APTs) are increasing at an unprecedented rate. The threat landscape of today is drastically different than just a few years ago. Attacks are much more organized and sophisticated. They are harder to detect and even harder to anticipate. In the foreseeable future it's going to get a whole lot harder. Everything you know today will change. Keeping up with this changing landscape is already a daunting task. Your organization needs to use the latest tools, methods and expertise to guard against those threats. But will that be enough? In the foreseeable future attacks w...
Mar. 6, 2015 01:30 AM EST Reads: 3,800
The Internet of Things (IoT) is rapidly in the process of breaking from its heretofore relatively obscure enterprise applications (such as plant floor control and supply chain management) and going mainstream into the consumer space. More and more creative folks are interconnecting everyday products such as household items, mobile devices, appliances and cars, and unleashing new and imaginative scenarios. We are seeing a lot of excitement around applications in home automation, personal fitness, and in-car entertainment and this excitement will bleed into other areas. On the commercial side, m...
Mar. 6, 2015 01:30 AM EST Reads: 3,669
Disruptive macro trends in technology are impacting and dramatically changing the "art of the possible" relative to supply chain management practices through the innovative use of IoT, cloud, machine learning and Big Data to enable connected ecosystems of engagement. Enterprise informatics can now move beyond point solutions that merely monitor the past and implement integrated enterprise fabrics that enable end-to-end supply chain visibility to improve customer service delivery and optimize supplier management. Learn about enterprise architecture strategies for designing connected systems tha...
Mar. 6, 2015 12:30 AM EST Reads: 3,727
Dale Kim is the Director of Industry Solutions at MapR. His background includes a variety of technical and management roles at information technology companies. While his experience includes work with relational databases, much of his career pertains to non-relational data in the areas of search, content management, and NoSQL, and includes senior roles in technical marketing, sales engineering, and support engineering. Dale holds an MBA from Santa Clara University, and a BA in Computer Science from the University of California, Berkeley.
Mar. 6, 2015 12:15 AM EST Reads: 3,906
Wearable devices have come of age. The primary applications of wearables so far have been "the Quantified Self" or the tracking of one's fitness and health status. We propose the evolution of wearables into social and emotional communication devices. Our BE(tm) sensor uses light to visualize the skin conductance response. Our sensors are very inexpensive and can be massively distributed to audiences or groups of any size, in order to gauge reactions to performances, video, or any kind of presentation. In her session at @ThingsExpo, Jocelyn Scheirer, CEO & Founder of Bionolux, will discuss ho...
Mar. 6, 2015 12:00 AM EST Reads: 3,166
The cloud is now a fact of life but generating recurring revenues that are driven by solutions and services on a consumption model have been hard to implement, until now. In their session at 16th Cloud Expo, Ermanno Bonifazi, CEO & Founder of Solgenia, and Ian Khan, Global Strategic Positioning & Brand Manager at Solgenia, will discuss how a top European telco has leveraged the innovative recurring revenue generating capability of the consumption cloud to enable a unique cloud monetization model to drive results.
Mar. 5, 2015 08:00 PM EST Reads: 1,964
Docker is an excellent platform for organizations interested in running microservices. It offers portability and consistency between development and production environments, quick provisioning times, and a simple way to isolate services. In his session at DevOps Summit at 16th Cloud Expo, Shannon Williams, co-founder of Rancher Labs, will walk through these and other benefits of using Docker to run microservices, and provide an overview of RancherOS, a minimalist distribution of Linux designed expressly to run Docker. He will also discuss Rancher, an orchestration and service discovery platf...
Mar. 5, 2015 07:00 PM EST Reads: 955
As organizations shift toward IT-as-a-service models, the need for managing and protecting data residing across physical, virtual, and now cloud environments grows with it. CommVault can ensure protection &E-Discovery of your data – whether in a private cloud, a Service Provider delivered public cloud, or a hybrid cloud environment – across the heterogeneous enterprise. In his session at 16th Cloud Expo, Randy De Meno, Chief Technologist - Windows Products and Microsoft Partnerships, will discuss how to cut costs, scale easily, and unleash insight with CommVault Simpana software, the only si...
Mar. 5, 2015 07:00 PM EST Reads: 1,149
Analytics is the foundation of smart data and now, with the ability to run Hadoop directly on smart storage systems like Cloudian HyperStore, enterprises will gain huge business advantages in terms of scalability, efficiency and cost savings as they move closer to realizing the potential of the Internet of Things. In his session at 16th Cloud Expo, Paul Turner, technology evangelist and CMO at Cloudian, Inc., will discuss the revolutionary notion that the storage world is transitioning from mere Big Data to smart data. He will argue that today’s hybrid cloud storage solutions, with commodity...
Mar. 5, 2015 06:00 PM EST Reads: 2,067
Cloud data governance was previously an avoided function when cloud deployments were relatively small. With the rapid adoption in public cloud – both rogue and sanctioned, it’s not uncommon to find regulated data dumped into public cloud and unprotected. This is why enterprises and cloud providers alike need to embrace a cloud data governance function and map policies, processes and technology controls accordingly. In her session at 15th Cloud Expo, Evelyn de Souza, Data Privacy and Compliance Strategy Leader at Cisco Systems, will focus on how to set up a cloud data governance program and s...
Mar. 5, 2015 04:15 PM EST Reads: 1,082
Roberto Medrano, Executive Vice President at SOA Software, had reached 30,000 page views on his home page - http://RobertoMedrano.SYS-CON.com/ - on the SYS-CON family of online magazines, which includes Cloud Computing Journal, Internet of Things Journal, Big Data Journal, and SOA World Magazine. He is a recognized executive in the information technology fields of SOA, internet security, governance, and compliance. He has extensive experience with both start-ups and large companies, having been involved at the beginning of four IT industries: EDA, Open Systems, Computer Security and now SOA.
Mar. 5, 2015 04:00 PM EST Reads: 1,574