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Research and Markets: Customer Experience Management Market (VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics) - Technologies, Touch Points, Adoption Trends, Market Size & Forecasts 2014-2019

Research and Markets ( has announced the addition of the "Customer Experience Management Market (VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics) - Advanced Technologies, Touch Points, Adoption Trends, Market Size & Forecasts (2014 - 2019)" report to their offering.

This report forecasts the Customer Experience Management market to grow from $3.77 billion in 2014 to $8.39 billion by 2019. This represents a Compound Annual Growth Rate (CAGR) of 17.3% from 2014 to 2019.

Customer Experience Management (CEM) is the overriding concept driven from high competition among various industry verticals. To achieve success in this high dynamic world, companies have to implement innovative technologies to foster CEM. Telecom service, banking, finances and insurance, and consumer goods and retail markets provide huge opportunities for global CEM.

Communication Service Providers (CSP) use CEM solutions to avoid churn and enhance customer loyalty among their customers. With the decrease in Average Revenue Per User, the CSP are faced with the tough task of maintaining growth in this market. Moreover, due to the rise in competition in this segment, the CSP have to differentiate themselves from their competitors so that they can operate in this segment. Therefore, the providers use CEM solutions to better understand their customers and give their customers an enhanced experience, thus enabling customer loyalty.

This report segments the Customer Experience Management (CEM) market by vertical, type, touch point, organization size, region, and vertical. CEM by type is segmented into enterprise feedback management, web analytics, speech analytics, and text analytics. By touch point, it is segmented into company website, branch/store, web, call center, mobile, and social media. By organization size, it is segmented into small and medium enterprises and enterprises. By vertical communication, it is segmented into service providers, public sector energy and utilities, banking and financial services, healthcare, automotive and transportation, media and entertainment, consumer goods and retail, travel and hospitality, and manufacturing.

Report Scope

On the basis of network type:

  • Enterprise Feedback Management
  • Web Analytics
  • Text Analytics
  • Speech Analytics
  • Others

On the basis of touch point:

  • Company Website
  • Branch/Store
  • Web
  • Call Center
  • Mobile
  • Social Media

On the basis of organization size:

  • Small and Medium Businesses (SMB)
  • Enterprises

On the basis of vertical:

  • Communication Service Providers
  • Public Sector, Energy, and Utilities
  • Banking, Finance, and Insurance
  • Healthcare
  • Automotive and Transportation
  • Consumer Goods and Retail
  • Media and Entertainment
  • Travel and Hospitality
  • Manufacturing
  • Others

Companies Mentioned

  • Adobe Systems Incorporated
  • Alcatel-Lucent
  • Amdocs Limited
  • Cisco Systems, Inc.
  • Ericsson
  • Hewlett-Packard Company
  • Huawei
  • IBM
  • Nokia Siemens Networks
  • Oracle Corporation

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