The global customer experience platforms market is poised for substantial growth, with projections indicating an increase from USD 9,826.9 million in 2023 to USD 39,182.5 million by 2033. This growth reflects a robust compound annual growth rate (CAGR) of 14.8%, driven by increasing demand for seamless customer interactions and enhanced digital experiences.
Customer experience platforms play a pivotal role in enabling businesses to deliver personalized, omnichannel experiences that drive customer satisfaction and loyalty. As organizations prioritize customer-centric strategies, the adoption of integrated CX solutions continues to accelerate across industries.
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Interaction Point Segment Analysis
The customer experience platforms market is expected to be dominated by the call center sector based on interaction points. Demand from customers for immediate help and specialized attention for their issues has increased noticeably in recent years. The call center is under intense pressure to deliver first-rate services in order to satisfy consumers query. Businesses are using call center analytics more because of its wonderful and outstanding customer experience management capabilities.
Regional Analysis of the Customer Experience Platforms Market
North America controls the customer experience platforms industry due to growing expenditures in digital transformation across diverse industries. North America dominates in terms of revenue share. Due to enterprises increasing their budget allocation for digital and marketing channels.
Asia Pacific is seeing an increase in the adoption of IoT-based sensors, devices, and AI-driven predictive and advanced analytics solutions. Throughout the predicted period, the Asia Pacific customer experience platforms industry has maintained a significant CAGR. These tools make it possible for consumers in the Asia Pacific, both B2C and B2B, to receive customized services.
Key Takeaways
- The mobile application segment accounted for around 23.6% of the customer experience management market share by 2023.
- In 2023, the consumer goods and retail segment accounted for 26.1% of the share in the verticals category.
- Through 2033, India to register a CAGR of 20.1% for the customer experience management market.
- The customer experience management market in the United States is estimated to account for 16.2% of the market by 2033.
- Sales in China customer experience platforms market are to expand at a CAGR of 15.3% by 2033.
- The North America customer experience management market is to capture 26.2% of the market by 2033.
- By 2033, the Europe customer experience platforms industry recorded 24.2% of the market share.
- By 2033, 11.2% of the German market share to be devoted to customer experience management.
- By 2033, customer experience platform sales in Japan to expand at a CAGR of 8.4%.
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Industry Overview of Customer Experience Platforms
The customer experience platform manufacturers have been observed investing resources in research and development initiatives to support growth. Companies can be observed participating in mergers and acquisitions and collaborations. In order to improve their products and obtain a market competitive advantage.
They are actively developing new items and improving existing ones to get new clients and increase market share.
Acquisition
- Due to expanding work-from-home trend, Tech Mahindra bought Activus Connect Customer Experience Management Services and Solutions Company in September 2021. This acquisition enables Tech Mahindra to offer advanced CEM services to remote organizations.
Launch
- IBM Corporation’s Watson debuted AI-based Intelligent Watson Assistance with automation features in September 2021, assisting organizations in transforming customer service. IBM Watson Assistant is intended to assist enterprises in setting up voice agents using IntelePeer to provide a smooth customer experience. It uses advanced analytics technologies to handle consumer issues with increased phone volumes.
- SAP SE deployed a customer data platform in October 2021. Organizations can develop individual client profiles using this new platform. This platform improved its customer experience (CX) software and its function in the development of intelligent organizations.
- NICE Ltd debuted CXone, an advanced AI-based CEM solution, in April 2021. The company is a leading provider of on-premises and cloud corporate software solutions. Customers seeking self-service can access personalized material using the CXone software.
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Key Segments
By Interaction Point:
- Stores
- Websites
- Call Centre
- Mobile Apps
- Social Media
By Deployment:
- Cloud
- On-premise
By Vertical:
- IT & Telecommunication
- BFSI
- Healthcare
- Consumer Goods & Retail
- Hospitality
- Transportation and Logistics
- Media and Entertainment
- Government
By Enterprise Size:
- Small Enterprises
- Medium Enterprises
- Large Enterprises
By Platform:
- Windows
- iOS
- Android
By Region:
- North America
- Latin America
- Western Europe
- Eastern Europe
- Japan
- China
- The Middle East and Africa (MEA)
- Asia Pacific Excluding Japan
Author:
Sudip Saha is the managing director and co-founder at Future Market Insights, an award-winning market research and consulting firm. Sudip is committed to shaping the market research industry with credible solutions and constantly makes a buzz in the media with his thought leadership. His vast experience in market research and project management a consumer electronics will likely remain the leading end-use sector cross verticals in APAC, EMEA, and the Americas reflects his growth-oriented approach to clients.
He is a strong believer and proponent of innovation-based solutions, emphasizing customized solutions to meet one client’s requirements at a time. His foresightedness and visionary approach recently got him recognized as the ‘Global Icon in Business Consulting’ at the ET Inspiring Leaders Awards 2022.
About Future Market Insights (FMI)
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