The global customer experience management software market reached a value of US$ 9,768.0 Million in 2021. Looking forward, IMARC Group expects the market to reach a value of US$ 23,431.8 Million by 2027 exhibiting a CAGR of 14.10% during 2022-2027. Keeping in mind the uncertainties of COVID-19, we are continuously tracking and evaluating the direct as well as the indirect influence of the pandemic on different end use industries. These insights are included in the report as a major market contributor.

Customer experience management (CEM) software assists in tracking, reacting and monitoring customer reactions with a brand to meet expectations and improve their overall experience. It also aids in analyzing feedback and facilitates organizations with comprehensive insights that help take actions for favorable business outcomes. It stores all the information of customers with real-time updates that are easy to share with different teams. As a result, it finds extensive applications in retail, healthcare, media and entertainment (M&E), and banking, financial services and insurance (BFSI) sectors worldwide.

Customer Experience Management Software Market Trends:
With the growing competitive market scenario, brands nowadays are adopting customer-centric approach strategies and considerably relying on customer feedback and experience to increase their profitability. They are also focusing on mergers and acquisitions (M&A), product launches, strategic developments, and partnerships and collaborations to influence their overall sales positively. Moreover, the flourishing e-commerce sector on account of the rising reliance on smartphones and convenience offered via online shopping websites like free home delivery and easy return policies is strengthening the growth of the market. Apart from this, the escalating demand for cloud-based CEM software around the world is bolstering the growth of the market. In addition, as customers are using multiple platforms like mobile apps, websites, and chats, there is a need for collecting customer reviews on a unified platform. This, coupled with the increasing applications of CEM software to determine and cater to the needs of the customers, is positively influencing the market. Besides this, rapid digitalization, increasing investments from venture capitalists, and the rising digital customer interactions across the globe are catalyzing the demand for CEM software solutions.

Key Market Segmentation:
IMARC Group provides an analysis of the key trends in each sub-segment of the global customer experience management software market, along with forecasts at the global, regional and country level from 2022-2027. Our report has categorized the market based on component, touchpoint, deployment mode, organization size and industries.

Breakup by Component:


Breakup by Touchpoint:

Call Centers
Social Media Platform
Web Services

Breakup by Deployment Mode:


Breakup by Organization Size:

Large Enterprises
Small and Medium-sized Enterprises

Breakup by Industries:

IT and Telecommunication
Media and Entertainment
Government Sector

Breakup by Region:

North America
United States
South Korea
United Kingdom
Latin America
Middle East and Africa

Competitive Landscape:
The competitive landscape of the industry has also been examined along with the profiles of the key players being Adobe Inc., Avaya Inc., Clarabridge (Qualtrics International), International Business Machines Corporation, Medallia Inc., NICE Ltd., Oracle Corporation, Inc., SAP SE, SAS Institute Inc., Tech Mahindra Limited, Verint Systems Inc. and Zendesk. Key Questions Answered in This Report:
How has the global customer experience management software market performed so far and how will it perform in the coming years?
What has been the impact of COVID-19 on the global customer experience management software market?
What are the key regional markets?
What is the breakup of the market based on the component?
What is the breakup of the market based on the touchpoint?
What is the breakup of the market based on the deployment mode?
What is the breakup of the market based on the organization size?
What is the breakup of the market based on the industries?
What are the various stages in the value chain of the industry?
What are the key driving factors and challenges in the industry?
What is the structure of the global customer experience management software market and who are the key players?
What is the degree of competition in the industry?