|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
As organizations realize the scope of the Internet of Things, gaining key insights from Big Data, through the use of advanced analytics, becomes crucial. However, IoT also creates the need for petabyte scale storage of data from millions of devices. A new type of Storage is required which seamlessly integrates robust data analytics with massive scale. These storage systems will act as “smart systems” provide in-place analytics that speed discovery and enable businesses to quickly derive meaningful and actionable insights. In his session at @ThingsExpo, Paul Turner, Chief Marketing Officer at...
Nov. 28, 2015 11:15 AM EST Reads: 405
In his keynote at @ThingsExpo, Chris Matthieu, Director of IoT Engineering at Citrix and co-founder and CTO of Octoblu, focused on building an IoT platform and company. He provided a behind-the-scenes look at Octoblu’s platform, business, and pivots along the way (including the Citrix acquisition of Octoblu).
Nov. 28, 2015 11:00 AM EST Reads: 497
In his General Session at 17th Cloud Expo, Bruce Swann, Senior Product Marketing Manager for Adobe Campaign, explored the key ingredients of cross-channel marketing in a digital world. Learn how the Adobe Marketing Cloud can help marketers embrace opportunities for personalized, relevant and real-time customer engagement across offline (direct mail, point of sale, call center) and digital (email, website, SMS, mobile apps, social networks, connected objects).
Nov. 28, 2015 10:30 AM EST Reads: 305
We all know that data growth is exploding and storage budgets are shrinking. Instead of showing you charts on about how much data there is, in his General Session at 17th Cloud Expo, Scott Cleland, Senior Director of Product Marketing at HGST, showed how to capture all of your data in one place. After you have your data under control, you can then analyze it in one place, saving time and resources.
Nov. 28, 2015 10:00 AM EST Reads: 181
Two weeks ago (November 3-5), I attended the Cloud Expo Silicon Valley as a speaker, where I presented on the security and privacy due diligence requirements for cloud solutions. Cloud security is a topical issue for every CIO, CISO, and technology buyer. Decision-makers are always looking for insights on how to mitigate the security risks of implementing and using cloud solutions. Based on the presentation topics covered at the conference, as well as the general discussions heard between sessions, I wanted to share some of my observations on emerging trends. As cyber security serves as a fou...
Nov. 28, 2015 08:45 AM EST Reads: 328
The Internet of Everything is re-shaping technology trends–moving away from “request/response” architecture to an “always-on” Streaming Web where data is in constant motion and secure, reliable communication is an absolute necessity. As more and more THINGS go online, the challenges that developers will need to address will only increase exponentially. In his session at @ThingsExpo, Todd Greene, Founder & CEO of PubNub, exploreed the current state of IoT connectivity and review key trends and technology requirements that will drive the Internet of Things from hype to reality.
Nov. 28, 2015 08:45 AM EST Reads: 431
With all the incredible momentum behind the Internet of Things (IoT) industry, it is easy to forget that not a single CEO wakes up and wonders if “my IoT is broken.” What they wonder is if they are making the right decisions to do all they can to increase revenue, decrease costs, and improve customer experience – effectively the same challenges they have always had in growing their business. The exciting thing about the IoT industry is now these decisions can be better, faster, and smarter. Now all corporate assets – people, objects, and spaces – can share information about themselves and thei...
Nov. 28, 2015 06:00 AM EST Reads: 240
Continuous processes around the development and deployment of applications are both impacted by -- and a benefit to -- the Internet of Things trend. To help better understand the relationship between DevOps and a plethora of new end-devices and data please welcome Gary Gruver, consultant, author and a former IT executive who has led many large-scale IT transformation projects, and John Jeremiah, Technology Evangelist at Hewlett Packard Enterprise (HPE), on Twitter at @j_jeremiah. The discussion is moderated by me, Dana Gardner, Principal Analyst at Interarbor Solutions.
Nov. 28, 2015 05:30 AM EST Reads: 728
Too often with compelling new technologies market participants become overly enamored with that attractiveness of the technology and neglect underlying business drivers. This tendency, what some call the “newest shiny object syndrome” is understandable given that virtually all of us are heavily engaged in technology. But it is also mistaken. Without concrete business cases driving its deployment, IoT, like many other technologies before it, will fade into obscurity.
Nov. 28, 2015 05:00 AM EST Reads: 358
Discussions of cloud computing have evolved in recent years from a focus on specific types of cloud, to a world of hybrid cloud, and to a world dominated by the APIs that make today's multi-cloud environments and hybrid clouds possible. In this Power Panel at 17th Cloud Expo, moderated by Conference Chair Roger Strukhoff, panelists addressed the importance of customers being able to use the specific technologies they need, through environments and ecosystems that expose their APIs to make true change and transformation possible.
Nov. 28, 2015 04:00 AM EST Reads: 536
The Internet of Things is clearly many things: data collection and analytics, wearables, Smart Grids and Smart Cities, the Industrial Internet, and more. Cool platforms like Arduino, Raspberry Pi, Intel's Galileo and Edison, and a diverse world of sensors are making the IoT a great toy box for developers in all these areas. In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists discussed what things are the most important, which will have the most profound effect on the world, and what should we expect to see over the next couple of years.
Nov. 28, 2015 03:30 AM EST Reads: 472
Microservices are a very exciting architectural approach that many organizations are looking to as a way to accelerate innovation. Microservices promise to allow teams to move away from monolithic "ball of mud" systems, but the reality is that, in the vast majority of organizations, different projects and technologies will continue to be developed at different speeds. How to handle the dependencies between these disparate systems with different iteration cycles? Consider the "canoncial problem" in this scenario: microservice A (releases daily) depends on a couple of additions to backend B (re...
Nov. 28, 2015 03:00 AM EST Reads: 447
The cloud. Like a comic book superhero, there seems to be no problem it can’t fix or cost it can’t slash. Yet making the transition is not always easy and production environments are still largely on premise. Taking some practical and sensible steps to reduce risk can also help provide a basis for a successful cloud transition. A plethora of surveys from the likes of IDG and Gartner show that more than 70 percent of enterprises have deployed at least one or more cloud application or workload. Yet a closer inspection at the data reveals less than half of these cloud projects involve production...
Nov. 28, 2015 03:00 AM EST Reads: 481
Growth hacking is common for startups to make unheard-of progress in building their business. Career Hacks can help Geek Girls and those who support them (yes, that's you too, Dad!) to excel in this typically male-dominated world. Get ready to learn the facts: Is there a bias against women in the tech / developer communities? Why are women 50% of the workforce, but hold only 24% of the STEM or IT positions? Some beginnings of what to do about it! In her Day 2 Keynote at 17th Cloud Expo, Sandy Carter, IBM General Manager Cloud Ecosystem and Developers, and a Social Business Evangelist, wil...
Nov. 28, 2015 02:00 AM EST Reads: 579
PubNub has announced the release of BLOCKS, a set of customizable microservices that give developers a simple way to add code and deploy features for realtime apps.PubNub BLOCKS executes business logic directly on the data streaming through PubNub’s network without splitting it off to an intermediary server controlled by the customer. This revolutionary approach streamlines app development, reduces endpoint-to-endpoint latency, and allows apps to better leverage the enormous scalability of PubNub’s Data Stream Network.
Nov. 28, 2015 02:00 AM EST Reads: 328
Container technology is shaping the future of DevOps and it’s also changing the way organizations think about application development. With the rise of mobile applications in the enterprise, businesses are abandoning year-long development cycles and embracing technologies that enable rapid development and continuous deployment of apps. In his session at DevOps Summit, Kurt Collins, Developer Evangelist at Built.io, examined how Docker has evolved into a highly effective tool for application delivery by allowing increasingly popular Mobile Backend-as-a-Service (mBaaS) platforms to quickly crea...
Nov. 28, 2015 02:00 AM EST Reads: 357
Apps and devices shouldn't stop working when there's limited or no network connectivity. Learn how to bring data stored in a cloud database to the edge of the network (and back again) whenever an Internet connection is available. In his session at 17th Cloud Expo, Ben Perlmutter, a Sales Engineer with IBM Cloudant, demonstrated techniques for replicating cloud databases with devices in order to build offline-first mobile or Internet of Things (IoT) apps that can provide a better, faster user experience, both offline and online. The focus of this talk was on IBM Cloudant, Apache CouchDB, and ...
Nov. 28, 2015 01:45 AM EST Reads: 412
Today air travel is a minefield of delays, hassles and customer disappointment. Airlines struggle to revitalize the experience. GE and M2Mi will demonstrate practical examples of how IoT solutions are helping airlines bring back personalization, reduce trip time and improve reliability. In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect with GE, and Dr. Sarah Cooper, M2Mi’s VP Business Development and Engineering, explored the IoT cloud-based platform technologies driving this change including privacy controls, data transparency and integration of real time context with p...
Nov. 28, 2015 12:00 AM EST Reads: 427
I recently attended and was a speaker at the 4th International Internet of @ThingsExpo at the Santa Clara Convention Center. I also had the opportunity to attend this event last year and I wrote a blog from that show talking about how the “Enterprise Impact of IoT” was a key theme of last year’s show. I was curious to see if the same theme would still resonate 365 days later and what, if any, changes I would see in the content presented.
Nov. 28, 2015 12:00 AM EST Reads: 425
Cloud computing delivers on-demand resources that provide businesses with flexibility and cost-savings. The challenge in moving workloads to the cloud has been the cost and complexity of ensuring the initial and ongoing security and regulatory (PCI, HIPAA, FFIEC) compliance across private and public clouds. Manual security compliance is slow, prone to human error, and represents over 50% of the cost of managing cloud applications. Determining how to automate cloud security compliance is critical to maintaining positive ROI. Raxak Protect is an automated security compliance SaaS platform and ma...
Nov. 27, 2015 06:00 PM EST Reads: 417