North America holds the largest share; i.e. 47.6% of the overall customer experience
management market in 2012 at $1.28 billion; and is expected to reach $2.98 billion by 2017, at a
CAGR of 18.5% between 2012 and 2017.
Customer experience management is the overriding concept, driven by high competition among
various industry verticals. To achieve and foster highest levels of customer experience,
companies are looking to implement innovative tools & technologies. Communication Services,
BFSI and Consumer goods and Retail markets provide significant opportunities for global
customer CEM solution vendors and integrators.
The Communication Services sector accounts for a significant share of 21.7% of the overall
Customer Experience Management at $580.9 million in 2012. This segment is expected to reach
$1.74 billion by 2017, at a CAGR of 24.6% between 2012 and 2017; while the Banking, Finance
& Insurance sector accounts for the second largest share of 19.9% of the overall market at $531.9
million in 2012 and expected to reach $1.25 billion with at a CAGR of 18.7%.
CEM consists of different types of analytics that includes: enterprise feedback management
(EFM), web analytics, text analytics and speech analytics among others. The Text analytics
segment accounts for the bigger share of 43.9% among all CEM tools and technologies market.
This segment is expected to reach $3.41 billion by 2017, at a CAGR of 23.8% between 2012 and
2017; while, the Web Analytics market accounts for second largest share of 25.7% of this
market, and is expected to reach $1.57 billion at a CAGR of 18.0%.
Scope of the Report
This report analyzes the Global CEM & VoC Analytics market based on:
Analytic types
Consumer touch points
Enterprise need and adoption trends
Tools & techniques
CEM & VoC Analytic trends and forecast 2012-2017 in terms of analytic types, touch
point usage
Industry and region specific market data for analytics and touch points
In addition to market sizes and forecasts, the report also provides a detailed analysis of the
market trends and factors influencing market growth, offering in-depth geographic analysis of
the CEM & VoC Analytics market in North America, Europe, Asia-Pacific, Latin America and
Middle East & Africa.