Market Overview:
The global customer experience monitoring market is expected to grow at a CAGR of 10.8% during the forecast period from 2018 to 2030. The increasing demand for customer experience management solutions among enterprises is one of the major factors driving the growth of this market. The growing adoption of cloud-based customer experience management solutions and the rising demand for real-time customer feedback are also contributing to the growth of this market. The global customer experience monitoring market can be segmented on the basis of type, application, and region. On the basis of type, it can be divided into PC terminal and mobile terminal segments. The PC terminal segment is expected to hold a larger share in terms revenue in 2018 owing to its high adoption among enterprises for managing their customers’ experiences centrally.
Product Definition:
Customer experience monitoring (CEM) is the process of observing, understanding, and managing customer interactions and perceptions across channels. It is used to ensure that customers have a positive experience with a company's products or services.
PC Terminal:
The global customer experience monitoring market size was valued at USD 2.72 billion in 2016 and is expected to grow at a CAGR of XX% over the forecast period. The growing adoption of fourth-generation (4G) mobile communication technology, which has resulted in the increased use of smartphones, is one of the key trends escalating market growth.
Mobile Terminal:
Mobile terminal is a device that enables two-way communication between customer and company. It helps in collecting information from customers and also provides the company with an opportunity to interact with them on various platforms such as social media, email, instant messaging, etc. The mobile terminal market is expected to witness significant growth over the forecast period owing to increasing adoption of smartphones across all age groups globally.
Application Insights:
The market is segmented by application into retail, bank and finance institutions, healthcare, telecom and IT companies, travel and hospitality companies among others. The retail sector accounted for the largest share in 2015 owing to increasing usage of mobile payment systems such as ApplePay or SamsungPay. These systems provide a secure payment channel between retailers and their customers thereby driving the adoption of customer experience monitoring solutions in this sector. Furthermore, growing online shopping trends across various regions has increased the need for e-commerce businesses to monitor consumer behavior & performance on their website thus driving demand from this segment over the forecast period.
The banking & finance industry is expected to grow at a significant rate over the forecast period owing to rising frauds committed via ATM machines or cheque scanners without proper security measures leading to losses incurred by banks & financial institutions which are expected to drive demand from this segment over next seven years. Furthermore growing use of electronic transactions has led many governments around world including U.S.
Regional Analysis:
North America is expected to be the key regional market over the forecast period owing to early adoption of technologies and presence of major industry players. The U.S.-based companies such as IBM Corporation; Hewlett Packard Enterprise Development LP; Cisco Systems, Inc.; and Oracle Corporation are investing in R&D activities for monitoring customer experience across various touchpoints, thereby driving growth in this region.
Asia Pacific is anticipated to witness significant growth over the forecast period owing to increasing number of mobile internet users across countries such as China, India, Indonesia among others which would lead towards an increase in e-commerce sales transactions that would require real-time tracking & analytics tools for effective management of customer experience data.
Growth Factors:
- Increasing demand for customer experience management solutions from small and medium businesses
- Emergence of cloud-based customer experience monitoring solutions
- Proliferation of social media platforms and the need to track customer feedback on them
- Increased focus on customer retention by organizations
- Growing demand for real-time analytics and reporting in customer experience monitoring
Scope Of The Report
Report Attributes
Report Details
Report Title
Customer Experience Monitoring Market Research Report
By Type
PC Terminal, Mobile Terminal
By Application
Retail, Bank & Finance Institution, Hospital, Others
By Companies
RADCOM Ltd. (Israel), Aternity(US), Oracle Corporation (US), RadioOpt GmbH (Germany), BMC Software(US), Broadcom(US), Comarch SA (Poland), Riverbed Technology(US), Compuware Corporation (US), CorrelSense(US), Nokia Siemens Networks Oy (Finland), Dominion Digital(US), Huawei Technologies Co.(China), IBM (US), Inforonics Global Services, LLC (US), Knoa Software(US), KoHorts IT Services, LLC (US)
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
211
Number of Tables & Figures
148
Customization Available
Yes, the report can be customized as per your need.
Global Customer Experience Monitoring Market Report Segments:
The global Customer Experience Monitoring market is segmented on the basis of:
Types
PC Terminal, Mobile Terminal
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
Retail, Bank & Finance Institution, Hospital, Others
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- RADCOM Ltd. (Israel)
- Aternity(US)
- Oracle Corporation (US)
- RadioOpt GmbH (Germany)
- BMC Software(US)
- Broadcom(US)
- Comarch SA (Poland)
- Riverbed Technology(US)
- Compuware Corporation (US)
- CorrelSense(US)
- Nokia Siemens Networks Oy (Finland)
- Dominion Digital(US)
- Huawei Technologies Co.(China)
- IBM (US)
- Inforonics Global Services, LLC (US)
- Knoa Software(US)
- KoHorts IT Services, LLC (US)
Highlights of The Customer Experience Monitoring Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- PC Terminal
- Mobile Terminal
- By Application:
- Retail
- Bank & Finance Institution
- Hospital
- Others
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Customer Experience Monitoring Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
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8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Customer experience monitoring is the process of tracking and analyzing customer interactions with a company's products or services. This data can be used to improve customer satisfaction, loyalty, and engagement.
Some of the major players in the customer experience monitoring market are RADCOM Ltd. (Israel), Aternity(US), Oracle Corporation (US), RadioOpt GmbH (Germany), BMC Software(US), Broadcom(US), Comarch SA (Poland), Riverbed Technology(US), Compuware Corporation (US), CorrelSense(US), Nokia Siemens Networks Oy (Finland), Dominion Digital(US), Huawei Technologies Co.(China), IBM (US), Inforonics Global Services, LLC (US), Knoa Software(US), KoHorts IT Services, LLC (US).
The customer experience monitoring market is expected to grow at a compound annual growth rate of 10.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Customer Experience Monitoring Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Customer Experience Monitoring Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Customer Experience Monitoring Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Customer Experience Monitoring Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Customer Experience Monitoring Market Size & Forecast, 2018-2028
4.5.1 Customer Experience Monitoring Market Size and Y-o-Y Growth
4.5.2 Customer Experience Monitoring Market Absolute $ Opportunity
Chapter 5 Global Customer Experience Monitoring Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Customer Experience Monitoring Market Size Forecast by Type
5.2.1 PC Terminal
5.2.2 Mobile Terminal
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Customer Experience Monitoring Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Customer Experience Monitoring Market Size Forecast by Applications
6.2.1 Retail
6.2.2 Bank & Finance Institution
6.2.3 Hospital
6.2.4 Others
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Customer Experience Monitoring Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Customer Experience Monitoring Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Customer Experience Monitoring Analysis and Forecast
9.1 Introduction
9.2 North America Customer Experience Monitoring Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Customer Experience Monitoring Market Size Forecast by Type
9.6.1 PC Terminal
9.6.2 Mobile Terminal
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Customer Experience Monitoring Market Size Forecast by Applications
9.10.1 Retail
9.10.2 Bank & Finance Institution
9.10.3 Hospital
9.10.4 Others
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Customer Experience Monitoring Analysis and Forecast
10.1 Introduction
10.2 Europe Customer Experience Monitoring Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Customer Experience Monitoring Market Size Forecast by Type
10.6.1 PC Terminal
10.6.2 Mobile Terminal
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Customer Experience Monitoring Market Size Forecast by Applications
10.10.1 Retail
10.10.2 Bank & Finance Institution
10.10.3 Hospital
10.10.4 Others
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Customer Experience Monitoring Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Customer Experience Monitoring Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Customer Experience Monitoring Market Size Forecast by Type
11.6.1 PC Terminal
11.6.2 Mobile Terminal
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Customer Experience Monitoring Market Size Forecast by Applications
11.10.1 Retail
11.10.2 Bank & Finance Institution
11.10.3 Hospital
11.10.4 Others
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Customer Experience Monitoring Analysis and Forecast
12.1 Introduction
12.2 Latin America Customer Experience Monitoring Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Customer Experience Monitoring Market Size Forecast by Type
12.6.1 PC Terminal
12.6.2 Mobile Terminal
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Customer Experience Monitoring Market Size Forecast by Applications
12.10.1 Retail
12.10.2 Bank & Finance Institution
12.10.3 Hospital
12.10.4 Others
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Customer Experience Monitoring Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Customer Experience Monitoring Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Customer Experience Monitoring Market Size Forecast by Type
13.6.1 PC Terminal
13.6.2 Mobile Terminal
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Customer Experience Monitoring Market Size Forecast by Applications
13.10.1 Retail
13.10.2 Bank & Finance Institution
13.10.3 Hospital
13.10.4 Others
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Customer Experience Monitoring Market: Competitive Dashboard
14.2 Global Customer Experience Monitoring Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 RADCOM Ltd. (Israel)
14.3.2 Aternity(US)
14.3.3 Oracle Corporation (US)
14.3.4 RadioOpt GmbH (Germany)
14.3.5 BMC Software(US)
14.3.6 Broadcom(US)
14.3.7 Comarch SA (Poland)
14.3.8 Riverbed Technology(US)
14.3.9 Compuware Corporation (US)
14.3.10 CorrelSense(US)
14.3.11 Nokia Siemens Networks Oy (Finland)
14.3.12 Dominion Digital(US)
14.3.13 Huawei Technologies Co.(China)
14.3.14 IBM (US)
14.3.15 Inforonics Global Services, LLC (US)
14.3.16 Knoa Software(US)
14.3.17 KoHorts IT Services, LLC (US)
