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Big Data Journal Authors: Esmeralda Swartz, Elizabeth White, David H Deans, Roger Strukhoff, Liz McMillan

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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)

NEW YORK, Aug. 19, 2014 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

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)

http://www.reportlinker.com/p02312124/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.html

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 (Telco CEM).

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.

CRM is the strategy of managing and nurturing the interactions of a company and its sales force with its clients. The CRM application manages sales activities, marketing as well as customer services, by using data management, business intelligence, and analytical tools.
SCRM is a new concept in CRM that consolidates the power of online customer communities, social media analytics, and traditional CRM systems to foster the customer experience in various stages of customer life cycle.

SCEM is a business strategy that companies will adopt to interact with customers through social media to get their continuous feedback about products and services. It helps to deliver an experience which builds brand loyalty among customers which will provoke them to promote products and services on social media channels.

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. To understand these experiences and to drive the appropriate insight from the Voice of the Customer (VOC), companies uses analytical tools such as Enterprise Feedback Management (EFM) software, text analytics, web analytics, speech analytics, and other analytics.

The usage of mobile and social media touch points is increasing rapidly for sharing views and ideas. In order to get globally connected, companies must frequently monitor these touch points and follow up with their customers by understanding their needs and wants for improving customer loyalty and experience. In the competitive world, leading companies will be focusing on customer-centric approach rather than company-centric approach. Toward this, enterprises will be adapting newer ways to connect customers with organizations for regular feedback.

The report focuses on the latest trends and advancements in customer experience solutions that provide strategies, process models, and Information Technology (IT) to design, manage, and optimize the end-to-end customer experience processes. The report also includes, market analysis and forecasts across various touch points, types of analytical tools, vertical segments, size of organizations, and geographical regions.

The report also focuses on CEM for Telco providers by taking into consideration aspects of Service Quality Management (SQM), Service Level Agreement (SLA) monitoring, service monitoring, fault management, and performance management with respect to network planning and network management. The Telco CEM market is segmented into five geographical regions, namely North America, South America, Europe, Asia-Pacific, and Middle East and Africa.

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.

MarketsandMarkets expects that the communication service provider vertical will account for the largest market share throughout the forecast period, while CEM in SMBs is expected to account for the fastest growth during the same period.

There are various assumptions that we have taken into consideration for the market sizing and forecasting exercise. A few of global assumptions include political, economic, social, technological, and economic factors. For instance, exchange rates, one of the economic factors, are expected to have a moderate rating of impact on this market.

The report will help the market leaders/new entrants in this market in the following ways:

1. This report segments the market on the basis of product type, company size, deployment type, vertical, and region, covering this market comprehensively. The report provides the closest approximations of the revenue numbers for the overall market and the sub-segments. The market numbers are further split across the different verticals and regions.
2. This report will help them better understand the competitors and gain more insights to better position their business. There is a separate section on competitive landscape, including competitor ecosystem, mergers and acquisitions, and venture capital funding. Besides, there are company profiles of the top 10 players in this market. In this section, market internals are provided that can put them ahead of the competitors.
3. The report helps them understand the pulse of the market. It provides information on key market drivers, restraints, challenges, and opportunities.
TABLE OF CONTENTS

1 INTRODUCTION 25
1.1 OBJECTIVES 25
1.2 REPORT DESCRIPTION 25
1.3 MARKETS COVERED 26
1.4 STAKEHOLDERS 28
1.5 RESEARCH METHODOLOGY 28
1.5.1 DATA TRIANGULATION & MARKET FORECASTING 30
1.6 FORECAST ASSUMPTIONS 31
2 EXECUTIVE SUMMARY 33
2.1 OVERALL MARKET SIZE 33
3 MARKET OVERVIEW 36
3.1 MARKET DEFINITION – CUSTOMER EXPERIENCE MANAGEMENT 36
3.2 EVOLUTION OF CEM 38
3.3 MARKET SEGMENTATION 40
3.4 WINNING IMPERATIVES 40
3.4.1 ENGAGE PRESENT CUSTOMERS FOR SUSTAINABLE GROWTH 40
3.5 MARKET DYNAMICS 41
3.5.1 DRIVERS 41
3.5.1.1 Retaining Customers 41
3.5.1.2 Competitive Differentiation 42
3.5.1.3 Global Economic Slowdown 42
3.5.1.4 Online Experience 42
3.5.2 RESTRAINTS 43
3.5.2.1 Complexity in Data Synchronization 43
3.5.2.2 Expectations are Subjective 43

3.5.3 OPPORTUNITIES 44
3.5.3.1 Major Focus on Virtual Side 44
3.5.3.2 Integral Part of Digital Market 44
3.5.3.3 Big Data 44
3.6 IMPACT ANALYSIS OF DROS 45
3.7 BUSINESS VALUE ANALYSIS 46
3.8 VALUE CHAIN 47
4 CEM: ENTERPRISE NEED & ADOPTION TRENDS 48
4.1 INTRODUCTION 48
4.2 TRADITIONAL CRM VS CEM 48
4.3 VOICE OF CUSTOMER (VOC) ANALYTICS 50
4.4 IMPACT OF CLOUD 51
4.5 SOCIAL INFLUENCE IN CUSTOMER EXPERIENCE 51
4.6 TOOLS & TECHNIQUES 51
4.6.1 FEEDBACK MANAGEMENT 51
4.6.2 WEB CONTENT MANAGEMENT (WCM) 52
4.6.3 TARGETING & PERSONALIZATION 52
4.6.4 WEB ANALYTICS 53
4.6.5 EMAIL & CAMPAIGN MANAGEMENT 53
4.6.6 TRANSLATION & LOCALIZATION SERVICES 53
4.6.7 CUSTOMER RELATIONSHIP MANAGEMENT 54
4.6.8 INTEGRATED VOICE RESPONSE TECHNOLOGY 54
4.6.9 NATURAL LANGUAGE PROCESSING 55
4.6.10 MACHINE LEARNING 55
4.6.11 ARTIFICIAL INTELLIGENCE TECHNOLOGIES 56
4.6.12 SERVICE QUALITY MANAGEMENT (SQM) 56
4.6.13 SERVICE LEVEL AGREEMENT (SLA) MONITORING 56
4.6.14 SERVICE MONITORING 57
4.6.15 FAULT MANAGEMENT 57
4.6.16 PERFORMANCE MANAGEMENT 57

5 CEM: MARKET SIZE & FORECAST BY TYPE 58
5.1 INTRODUCTION 59
5.2 ENTERPRISE FEEDBACK MANAGEMENT (EFM) 61
5.2.1 OVERVIEW 61
5.2.2 NORTH AMERICA EFM MARKET SIZE & FORECAST BY VERTICAL 62
5.2.3 LATIN AMERICA EFM MARKET SIZE & FORECAST BY VERTICAL 63
5.2.4 EUROPE EFM MARKET SIZE & FORECAST BY VERTICAL 64
5.2.5 APAC EFM MARKET SIZE & FORECAST BY VERTICAL 65
5.2.6 MEA EFM MARKET SIZE & FORECAST BY VERTICAL 66
5.3 WEB ANALYTICS 67
5.3.1 OVERVIEW 67
5.3.2 NORTH AMERICA WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 67
5.3.3 LATIN AMERICA WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 68
5.3.4 EUROPE WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 69
5.3.5 APAC WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 71
5.3.6 MEA WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 72
5.4 TEXT ANALYTICS 73
5.4.1 OVERVIEW 73
5.4.2 NORTH AMERICA TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 73
5.4.3 LATIN AMERICA TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 74
5.4.4 EUROPE TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 75
5.4.5 APAC TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 76
5.4.6 MEA TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 77

5.5 SPEECH ANALYTICS 79
5.5.1 OVERVIEW 79
5.5.2 NORTH AMERICA SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 79
5.5.3 LATIN AMERICA SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 80
5.5.4 EUROPE SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 81
5.5.5 APAC SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 82
5.5.6 MEA SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL 83
5.6 OTHERS 85
5.6.1 OVERVIEW 85
5.6.2 NORTH AMERICA OTHER MARKET SIZE & FORECAST BY VERTICAL 85
5.6.3 LATIN AMERICA OTHER MARKET SIZE & FORECAST BY VERTICAL 86
5.6.4 EUROPE OTHER MARKET SIZE & FORECAST BY VERTICAL 87
5.6.5 APAC OTHER MARKET SIZE & FORECAST BY VERTICAL 89
5.6.6 MEA OTHER MARKET SIZE & FORECAST BY VERTICAL 90
6 CEM MARKET SIZE & FORECAST, BY CHANNEL/TOUCH POINT 91
6.1 INTRODUCTION 92
6.2 BY COMPANY WEBSITE 95
6.2.1 OVERVIEW 95
6.2.2 NORTH AMERICA COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL 95
6.2.3 LATIN MAERICA COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL 96
6.2.4 EUROPE COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL 97
6.2.5 APAC COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL 99
6.2.6 MEA COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL 100
6.3 BY BRANCH/STORE 101
6.3.1 OVERVIEW 101
6.3.2 NORTH AMERICA BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL 101
6.3.3 LATIN AMERICA BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL 102
6.3.4 EUROPE BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL 103
6.3.5 APAC BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL 104
6.3.6 MEA BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL 105
6.4 BY WEB 107
6.4.1 OVERVIEW 107
6.4.2 NORTH AMERICA WEB MARKET SIZE & FORECAST BY VERTICAL 107
6.4.3 LATIN AMERICA WEB MARKET SIZE & FORECAST BY VERTICAL 108
6.4.4 EUROPE WEB MARKET SIZE & FORECAST BY VERTICAL 109
6.4.5 APAC WEB MARKET SIZE & FORECAST BY VERTICAL 110
6.4.6 MEA WEB MARKET SIZE & FORECAST BY VERTICAL 111
6.5 BY CALL CENTER 113
6.5.1 OVERVIEW 113
6.5.2 NORTH AMERICA CALL CENTER MARKET SIZE & FORECAST BY VERTICAL 113
6.5.3 LATIN AMERICA CALL CENTER MARKET SIZE & FORECAST BY VERTICAL 114
6.5.4 EUROPE CALL CENTER MARKET SIZE & FORECAST BY VERTICAL 115
6.5.5 APAC CALL CENTER MARKET SIZE & FORECAST BY VERTICAL 116
6.5.6 MEA CALL CENTER MARKET SIZE & FORECAST BY VERTICAL 117
6.6 BY MOBILE 119
6.6.1 OVERVIEW 119
6.6.2 NORTH AMERICA MOBILE MARKET SIZE & FORECAST BY VERTICAL 119
6.6.3 LATIN AMERICA MOBILE MARKET SIZE & FORECAST BY VERTICAL 120
6.6.4 EUROPE MOBILE MARKET SIZE & FORECAST BY VERTICAL 121
6.6.5 APAC MOBILE MARKET SIZE & FORECAST BY VERTICAL 122
6.6.6 MEA MOBILE MARKET SIZE & FORECAST BY VERTICAL 123
6.7 BY SOCIAL MEDIA 125
6.7.1 OVERVIEW 125
6.7.2 NORTH AMERICA SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL 125
6.7.3 LATIN AMERICA SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL 126
6.7.4 EUROPE SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL 127
6.7.5 APAC SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL 128
6.7.6 MEA SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL 129
7 CEM: MARKET SIZE & FORECAST, BY ORGANIZATION SIZE 131
7.1 INTRODUCTION 132
7.2 SMALL & MEDIUM BUSINESSES (SMBS) 134
7.2.1 OVERVIEW 134
7.2.2 NORTH AMERICA SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL 134
7.2.3 LATIN AMERICA SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL 135
7.2.4 EUROPE SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL 136
7.2.5 APAC SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL 137
7.2.6 MEA SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL 138

7.3 ENTERPRISES 140
7.3.1 OVERVIEW 140
7.3.2 NORTH AMERICA ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL 140
7.3.3 LATIN AMERICA ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL 141
7.3.4 EUROPE ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL 142
7.3.5 APAC ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL 143
7.3.6 MEA ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL 144
8 CEM: MARKET SIZE & FORECAST, BY VERTICAL SEGMENT 146
8.1 INTRODUCTION 147
8.2 COMMUNICATION SERVICES 150
8.2.1 OVERVIEW 150
8.2.2 COMMUNICATION SERVICES MARKET SIZE & FORECAST BY TYPE 150
8.2.3 COMMUNICATION SERVICES MARKET SIZE & FORECAST BY TOUCH POINT 151
8.2.4 COMMUNICATION SERVICES MARKET SIZE & FORECAST BY ORGANIZATION SIZE 152
8.2.5 COMMUNICATION SERVICES MARKET SIZE & FORECAST BY REGION 153
8.3 PUBLIC SECTOR, ENERGY, & UTILITIES 154
8.3.1 OVERVIEW 154
8.3.2 PUBLIC SECTOR, ENERGY, & UTILITIES MARKET SIZE & FORECAST BY TYPE 154
8.3.3 PUBLIC SECTOR, ENERGY, & UTILITIES MARKET SIZE & FORECAST BY TOUCH POINT 155
8.3.4 PUBLIC SECTOR, ENERGY, & UTILITIES MARKET SIZE & FORECAST BY ORGANIZATION SIZE 156
8.3.5 PUBLIC SECTOR, ENERGY, & UTILITIES MARKET SIZE & FORECAST BY REGION 157

8.4 BANKING, FINANCE, & INSURANCE 158
8.4.1 OVERVIEW 158
8.4.2 BANKING, FINANCE, & INSURANCE MARKET SIZE & FORECAST BY TYPE 158
8.4.3 BANKING, FINANCE, & INSURANCE MARKET SIZE & FORECAST BY TOUCH POINT 159
8.4.4 BANKING, FINANCE, & INSURANCE MARKET SIZE & FORECAST, BY ORGANIZATION SIZE 160
8.4.5 BANKING, FINANCE, & INSURANCE MARKET SIZE & FORECAST BY REGION 160
8.5 HEALTHCARE 162
8.5.1 OVERVIEW 162
8.5.2 HEALTHCARE MARKET SIZE & FORECAST BY TYPE 162
8.5.3 HEALTHCARE MARKET SIZE & FORECAST BY TOUCH POINT 163
8.5.4 HEALTHCARE MARKET SIZE & FORECAST BY ORGANIZATION SIZE 164
8.5.5 HEALTHCARE MARKET SIZE & FORECAST BY REGION 165
8.6 AUTOMOTIVE & TRANSPORTATION 166
8.6.1 OVERVIEW 166
8.6.2 AUTOMOTIVE & TRANSPORTATION MARKET SIZE & FORECAST BY TYPE 166
8.6.3 AUTOMOTIVE & TRANSPORTATION MARKET SIZE & FORECAST BY TOUCH POINT 167
8.6.4 AUTOMOTIVE & TRANSPORTATION MARKET SIZE & FORECAST BY ORGANIZATION SIZE 168
8.6.5 AUTOMOTIVE & TRANSPORTATION MARKET SIZE & FORECAST BY REGION 169
8.7 CONSUMER GOODS & RETAIL 170
8.7.1 OVERVIEW 170
8.7.2 CONSUMER GOODS & RETAIL MARKET SIZE & FORECAST BY TYPE 170
8.7.3 CONSUMER GOODS & RETAIL MARKET SIZE & FORECAST BY TOUCH POINT 171
8.7.4 CONSUMER GOODS & RETAIL MARKET SIZE & FORECAST BY REGION 172

8.8 MEDIA & ENTERTAINMENT 173
8.8.1 OVERVIEW 173
8.8.2 MEDIA & ENTERTAINMENT MARKET SIZE & FORECAST BY TYPE 174
8.8.3 MEDIA & ENTERTAINMENT MARKET SIZE & FORECAST BY TOUCH POINT 175
8.8.4 MEDIA & ENTERTAINMENT MARKET SIZE & FORECAST BY ORGANIZATION SIZE 176
8.8.5 MEDIA & ENTERTAINMENT: MARKET SIZE & FORECAST BY REGION 177
8.9 TRAVEL & HOSPITALITY 178
8.9.1 OVERVIEW 178
8.9.2 TRAVEL & HOSPITALITY MARKET SIZE & FORECAST BY TYPE 178
8.9.3 TRAVEL & HOSPITALITY MARKET SIZE & FORECAST BY TOUCH POINT 179
8.9.4 TRAVEL & HOSPITALITY MARKET SIZE & FORECAST BY ORGANIZATION SIZE 180
8.9.5 TRAVEL & HOSPITALITY MARKET SIZE & FORECAST BY REGION 181
8.10 MANUFACTURING 181
8.10.1 OVERVIEW 181
8.10.2 MANUFACTURING MARKET SIZE & FORECAST BY TYPE 182
8.10.3 MAUFACTURING MARKET SIZE & FORECAST BY TOUCH POINT 183
8.10.4 MAUFACTURING MARKET SIZE & FORECAST BY ORGANIZATION SIZE 184
8.10.5 MAUFACTURING MARKET SIZE & FORECAST BY REGION 185
8.11 OTHERS 186
8.11.1 OVERVIEW 186
8.11.2 OTHERS MARKET SIZE & FORECAST BY TYPE 186
8.11.3 OTHERS MARKET SIZE & FORECAST BY TOUCH POINT 187
8.11.4 OTHERS MARKET SIZE & FORECAST BY ORGANIZATION SIZE 188
8.11.5 OTHERS MARKET SIZE & FORECAST BY REGION 189
9 TELCO CEM: MARKET SIZE & FORECAST 190
9.1 INTRODUCTION 191
9.2 MARKET OVERVIEW & CURRENT TRENDS 191
9.3 SQM & SLA MONITORING TRENDS 191
9.4 COMPETITORS 192
9.5 TELCO CEM MARKET SIZE & FORECASTS BY REGION 193
10 CEM: MARKET SIZE & FORECAST BY REGION 194
10.1 INTRODUCTION 195
10.2 NORTH AMERICA (NA) 198
10.2.1 OVERVIEW 198
10.2.2 NA: MARKET SIZE & FORECAST BY TYPE 198
10.3 LATIN AMERICA (LA) 201
10.3.1 OVERVIEW 201
10.3.2 LA: MARKET SIZE & FORECAST BY TYPE 201
10.4 EUROPE 204
10.4.1 OVERVIEW 204
10.4.2 EUROPE: MARKET SIZE & FORECAST BY TYPE 204
10.5 ASIA-PACIFIC (APAC) 207
10.5.1 OVERVIEW 207
10.5.2 APAC: MARKET SIZE & FORECAST BY TYPE 207
10.6 MIDDLE EAST & AFRICA (MEA) 210
10.6.1 OVERVIEW 210
10.6.2 MEA: MARKET SIZE & FORECAST BY TYPE 210
11 CEM: BEST PRACTICES & GROWTH FACTORS 213
11.1 CONSULTING SERVICES 213
11.1.1 OVERALL APPROACH 213
11.2 CUSTOMER EXPERIENCE 214
11.2.1 BEST PRACTICES 214
11.2.2 FUTURE TRENDS 214
11.3 VERTICAL PENETRATION 215
11.3.1 GROWTH FACTORS 215
11.3.2 FUTURE TRENDS 215
11.4 COMPETITIVE ECOSYSTEM 216
12 COMPANY PROFILES 217
(Overview, Products & Services, Strategies & Insights, Developments and MnM View)*
12.1 ADOBE SYSTEMS INCORPORATED 217
12.2 ALCATEL-LUCENT 222
12.3 AMDOCS LIMITED 226
12.4 CISCO SYSTEMS, INC. 230
12.5 ERICSSON 234
12.6 HUAWEI 237
12.7 HEWLETT-PACKARD (HP) 241
12.8 IBM 245
12.9 NOKIA NETWORKS (NSN) 248
12.10 ORACLE CORPORATION 251
*Details on Overview, Products & Services, Strategies & Insights, Developments and MnM View might not be captured in case of unlisted companies.
APPENDIX 254
? MERGERS & ACQUISITIONS (M&A) 254
LIST OF TABLES

TABLE 1 CEM: FORECAST ASSUMPTIONS
TABLE 2 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,BY REGION, 2014 – 2019 ($MILLION)
TABLE 3 CRM VS CEM
TABLE 4 CEM MARKET SIZE, BY TYPE, 2014 – 2019 ($MILLION)
TABLE 5 CEM MARKET GROWTH, BY TYPE, 2015 – 2019 (Y-O-Y %)
TABLE 6 NORTH AMERICA: EFM MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 7 LATIN AMERICA: EFM MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 8 EUROPE: EFM MARKET SIZE, BY VERTICAL, 2014 – 2019 ($MILLION)
TABLE 9 APAC: EFM MARKET SIZE, BY VERTICAL, 2014 – 2019 ($MILLION)
TABLE 10 MEA: EFM MARKET SIZE, BY VERTICAL, 2014 – 2019 ($MILLION)
TABLE 11 NORTH AMERICA: WEB ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 12 LATIN AMERICA: WEB ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 13 EUROPE: WEB ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 14 APAC: WEB ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 15 MEA: WEB ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 16 NORTH AMERICA: TEXT ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 17 LATIN AMERICA: TEXT ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 18 EUROPE: TEXT ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 19 APAC: TEXT ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 20 MEA: TEXT ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 21 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2014 – 2019 ($MILLION)
TABLE 22 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2014 – 2019 ($MILLION)
TABLE 23 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 24 APAC: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 25 MEA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 26 NORTH AMERICA: OTHER TYPES MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 27 LATIN AMERICA: OTHER TYPES MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 28 EUROPE: OTHER TYPES MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 29 APAC: OTHER TYPES MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 30 MEA: OTHER TYPES MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 31 CEM: MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 32 CEM: TOUCH POINT, MARKET GROWTH, BY APPLICATION,2015–2019, (Y-O-Y %)
TABLE 33 NORTH AMERICA: COMPANY WEBSITE MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 34 LATIN AMERICA: COMPANY WEBSITE MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 35 EUROPE: COMPANY WEBSITE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 36 APAC: COMPANY WEBSITE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 37 MEA: COMPANY WEBSITE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 38 NORTH AMERICA: BRANCH/STORE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 39 LATIN AMERICA: BRANCH/STORE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 40 EUROPE: BRANCH/STORE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 41 CAPAC: BRANCH/STORE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 42 MEA: BRANCH/STORE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 43 NORTH AMERICA: WEB MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 44 LATIN AMERICA: WEB MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 45 EUROPE: WEB MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 46 APAC: WEB MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 47 MEA: WEB MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 48 NORTH AMERICA: CALL CENTER MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 49 LATIN AMERICA: CALL CENTER MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 50 EUROPE: CALL CENTER MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 51 APAC: CALL CENTER MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 52 MEA: CALL CENTER MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 53 NORTH AMERICA: MOBILE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 54 LATIN AMERICA: MOBILE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 55 EUROPE: MOBILE MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 56 APAC: MOBILE MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 57 MEA: MOBILE MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 58 NORTH AMERICA: SOCIAL MEDIA MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 59 LATIN AMERICA: SOCIAL MEDIA MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 60 EUROPE: SOCIAL MEDIA MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 61 APAC: SOCIAL MEDIA MARKET SIZE, BY VERTICAL,2014–2019($MILLION)
TABLE 62 MEA: SOCIAL MEDIA MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 63 CEM: MARKET SIZE, BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 64 CEM: MARKET GROWTH, BY ORGANIZATION SIZE,2015–2019 (Y-O-Y %)
TABLE 65 NORTH AMERICA: SMALL AND MEDIUM BUSINESS MARKET SIZE,BY VERTICAL, 2014–2019 ($MILLION)
TABLE 66 LATIN AMERICA: SMALL AND MEDIUM BUSINESS MARKET SIZE,BY VERTICAL, 2014–2019 ($MILLION)
TABLE 67 EUROPE: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 68 APAC: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 69 MEA: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 70 NORTH AMERICA: LARGE ENTERPRISES MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 71 LATIN AMERICA: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 72 EUROPE: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 73 APAC: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 74 MEA: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 75 CEM: MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 76 CEM: MARKET GROWTH, BY VERTICAL, 2015–2019, (Y-O-Y %)
TABLE 77 COMMUNICATION SERVICES INDUSTRY MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 78 COMMUNICATION SERVICES INDUSTRY MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 79 COMMUNICATION SERVICES INDUSTRY MARKET SIZE, BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 80 COMMUNICATION SERVICES INDUSTRY MARKET SIZE, BY REGION, 2014–2019 ($MILLION)
TABLE 81 PUBLIC SECTOR, ENERGY, AND UTILITIES INDUSTRY MARKET SIZE, BY TYPE, 2014–2019($MILLION)
TABLE 82 PUBLIC SECTOR, ENERGY, AND UTILITIES INDUSTRY MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 83 PUBLIC SECTOR, ENERGY, AND UTILITIES INDUSTRY MARKET SIZE, BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 84 CUSTOMER EXPERIENCE MANAGEMENT: PUBLIC SECTOR, ENERGY, AND UTILITIES INDUSTRY MARKET SIZE, BY REGION, 2014–2019 $MILLION)
TABLE 85 BANKING, FINANCE, AND INSURANCE INDUSTRY MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 86 BANKING, FINANCE, AND INSURANCE INDUSTRY MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 87 BANKING, FINANCE, AND INSURANCE INDUSTRY MARKET SIZE, BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 88 BANKING, FINANCE, AND INSURANCE INDUSTRY MARKET SIZE, BY REGION, 2014–2019 ($MILLION)
TABLE 89 HEALTHCARE INDUSTRY MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 90 HEALTHCARE INDUSTRY MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 91 HEALTHCARE INDUSTRY MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 92 HEALTHCARE INDUSTRY MARKET SIZE, BY REGION,2014–2019 ($MILLION)
TABLE 93 AUTOMOTIVE AND TRANSPORTATION INDUSTRY MARKET SIZE,BY TYPE, 2014–2019 ($MILLION)
TABLE 94 AUTOMOTIVE AND TRANSPORTATION INDUSTRY MARKET SIZE,BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 95 AUTOMOTIVE AND TRANSPORTATION INDUSTRY MARKET SIZE,BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 96 AUTOMOTIVE AND TRANSPORTATION INDUSTRY MARKET SIZE,BY REGION,2014–2019 ($MILLION)
TABLE 97 CONSUMER GOODS AND RETAIL MARKET SIZE, BY TYPE,2014–2019 ($MILLION)
TABLE 98 CONSUMER GOODS AND RETAIL INDUSTRY MARKET SIZE,BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 99 CONSUMER GOODS AND RETAIL INDUSTRY MARKET SIZE,BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 100 CONSUMER GOODS AND RETAIL INDUSTRY MARKET SIZE,BY REGION,2014–2019 ($MILLION)
TABLE 101 MEDIA AND ENTERTAINMENT INDUSTRY MARKET SIZE, BY TYPE,2014–2019 ($MILLION)
TABLE 102 MEDIA AND ENTERTAINMENT INDUSTRY MARKET SIZE,BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 103 MEDIA AND ENTERTAINMENT INDUSTRY MARKET SIZE,BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 104 MEDIA AND ENTERTAINMENT INDUSTRY MARKET SIZE,BY REGION, 2014–2019 ($MILLION)
TABLE 105 TRAVEL AND HOSPITALITY INDUSTRY MARKET SIZE, BY TYPE,2014–2019 ($MILLION)
TABLE 106 TRAVEL AND HOSPITALITY INDUSTRY MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 107 TRAVEL AND HOSPITALITY INDUSTRY MARKET SIZE,BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 108 TRAVEL AND HOSPITALITY INDUSTRY MARKET SIZE, BY REGION,2014–2019 ($MILLION)
TABLE 109 MANUFACTURING INDUSTRY MARKET SIZE, BY TYPE,2014–2019 ($MILLION)
TABLE 110 MANUFACTURING INDUSTRY MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 111 MANUFACTURING INDUSTRY MARKET SIZE, BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 112 MANUFACTURING INDUSTRY MARKET SIZE, BY REGION,2014–2019 ($MILLION)
TABLE 113 OTHERS INDUSTRY MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 114 OTHERS INDUSTRY MARKET SIZE, BY TOUCH POINT,2014–2019 ($MILLION)
TABLE 115 OTHERS INDUSTRY MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 116 OTHERS INDUSTRY MARKET SIZE, BY REGION, 2014–2019 ($MILLION)
TABLE 117 TELCO CEM: MARKET SIZE, BY REGION, 2014–2019 ($MILLION)
TABLE 118 CEM: MARKET SIZE, BY REGION, 2014–2019 ($MILLION)
TABLE 119 CEM: MARKET GROWTH, BY REGION, 2015–2019, Y-O-Y (%)
TABLE 120 NA: CEM, MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 121 NA: CEM, MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 122 NA: CEM, MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 123 LA: CEM, MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 124 LA: CEM, MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 125 LA: CEM, MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 126 EUROPE: CEM, MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 127 EUROPE: CEM, MARKET SIZE, BY TOUCH POINT,2014–2019 ($MILLION)
TABLE 128 EUROPE: CEM, MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 129 APAC: CEM, MARKET SIZE,BY TYPE, 2014–2019 ($MILLION)
TABLE 130 APAC: CEM, MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 131 APAC: CEM, MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 132 MEA: CEM, MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 133 MEA: CEM, MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 134 MEA: CEM, MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
LIST OF FIGURES

FIGURE 1 CEM: RESEARCH METHODOLOGY
FIGURE 2 GLOBAL CEM MARKET: DATA TRIANGULATION AND MARKET FORECASTING
FIGURE 3 CEM: MARKET SIZE, 2014-2019 ($MILLION), MARKET GROWTH, 2015-2019 (Y-O-Y %)
FIGURE 4 CEM PROCESS
FIGURE 5 EVOLUTION OF CEM
FIGURE 6 CEM: MARKET SEGMENTATION
FIGURE 7 CEM: TIME-IMPACT ANALYSIS OF DYNAMICS
FIGURE 8 BUSINESS VALUE ANALYSIS
FIGURE 9 CEM ECOSYSTEM
FIGURE 10 CEM: MARKET SIZE, BY TYPE, 2014 – 2019 ($MILLION), MARKET GROWTH, 2015 – 2019 (Y-O-Y %)
FIGURE 11 CEM: MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION), MARKET GROWTH, 2015–2019 (Y-O-Y %)
FIGURE 12 CEM: MARKET SIZE, BY ORGANIZATION SIZE, 2014–2019 ($MILLION), MARKET GROWTH, 2015–2019 (Y-O-Y)
FIGURE 13 CEM: MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION), MARKET GROWTH, 2015–2019 (Y-O-Y %)
FIGURE 14 CEM: MARKET SIZE, BY VERTICAL 2014–2019 ($MILLION), MARKET GROWTH, 2015–2019 (Y-O-Y %)
FIGURE 15 COMPETITIVE ECOSYSTEM



To order this report: 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)
http://www.reportlinker.com/p02312124/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.html



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