According to FMI, the customer experience platforms market is estimated to increase from USD 9,826.9 million in 2023 to USD 39,182.5 million by 2033. The market is expected to capture a CAGR of 14.8%.
The customer experience platforms are rising swiftly to improve interactions between organizations and customers. Multichannel contact points and the growing demand for customer engagement strategy to strengthen market expansion. The increasing use of customer experience management to boost sales by enhancing customer engagement and lowering churn rates.
Every industry has become digitalized owing to the development of technology, which has greatly expanded digital consumer connections. Rapid technological development has resulted in the development of more user-friendly and intuitive interactions. Customers increasingly expect the same level of care from seasoned players. Because they are accustomed to user-friendly and personalized digital natives.
Customer Experience Platforms Market Demand Forecast 2018 to 2022 Compared to Forecast 202 to 2033
Customer engagement points include a company's website, advertising, communications, and other channels. The growing requirement for customer happiness to improve brand loyalty is propelling the customer experience platforms industry.
The customer experience platforms market is to strengthen at a 14.8% CAGR between 2023 and 2033. As compared to a 12.7% HCAGR for the customer experience platforms market between 2018 and 2022. Revenue in the market increased from USD 5,371.6 million in 2018 to USD 8,681.0 million by 2022.
Amid the pandemic, the introduction of digital payment applications improved the consumer experience. Digital payment apps have minimized physical encounters and led consumers toward contactless payments. Moreover, assisting businesses in improving customer experience.
Organizations in the financial services and consumer electronics sectors are focusing on providing a better customer experience. Businesses are implementing new ways to stay up with shifting client demands.
Market analysts predict that the global market to witness growth from USD 9,826.9 million in 2023 to USD 39,182.5 million by 2033.
| Attributes | Details |
|---|---|
| Customer Experience Platforms Market CAGR (From 2023 to 2033) | 14.8% |
| Customer Experience Platforms Market Size (2023) | USD 9,826.9 million |
| Customer Experience Platforms Market Size (2033) | USD 39,182.5 million |
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The primary channels via which customers interact with businesses to discuss their experiences are social media, mobile phone applications, and others. The global customer experience platforms market is driven by the availability of virtual consumer engagement points.
Laptops, mobile phones, computers, and kiosk retail locations are used to provide these points of engagement. These factors are reducing the necessity for one-on-one customer interaction for feedback. It is projected that the availability of virtual engagement points can surge the use of consumer communication platforms.
Artificial intelligence (AI) is quickly altering how companies interact with their clients. To strengthen efforts to improve customer experience, leading organizations have been concentrating heavily on investing in AI-based technology.
To increase productivity by reducing phone processing times and complaint response durations, businesses are investing in cloud-based customer service. BFSI, IT & telecom, and retail are deploying artificial intelligence (Al) enhanced CXM solutions to encourage customization, and create personalized journeys. It is anticipated that these technological advancements may fuel market expansion.
Principal Consultant
To uncover expanded uses of customer experience platforms, several providers are prone to making investments in research and development. Market competitors are utilizing cutting-edge technologies while emphasizing customer satisfaction to draw in a sizable client base.
The surge in acquisitions and collaborations among key market players can provide several growth opportunities in the global market.
Concerns about data security and privacy have escalated as individuals are utilizing digital platforms. The increasing incidence of cybercrime and data theft negatively affects the consumer experience.
As data breaches and data protection increased, the government announced new restrictions. Data security and protection are permitted by these governmental standards.
The Family Educational Rights and Privacy Act of 1974 (FERPA), Sarbanes-Oxley (SOX), Payment Card Industry Data Security Standard (PCI), Health Insurance Portability and Accountability Act (HIPAA), and Gramm-Leach-Bliley Act (GBLA) provide data protection regulations to secure sensitive customer information.
Customers' data must be used while addressing regulatory compliances for customer experience solution providers. Such governmental rules may probably prevent the market for customer experience management from expanding.
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| Attributes | Details |
|---|---|
| Mobile Apps Segment Share | 23.6% |
In 2023, the mobile application market share was 23.6% of the total market share, and it is expected to maintain its dominance.
The opportunity for customer experience platforms manufacturers to measure customer experience through various mobile applications is growing. Customers are spending more on smartphones today. The daily lives of modern people are increasingly reliant on mobile apps.
To provide exceptional user experiences, brands are constantly improving their mobile apps. On their cell phones, users are paying attention to and participating in this.
For brands to enhance customer experiences on mobile, user experience design is crucial. The customer experience platforms market expansion is to be fueled by mobile applications as a point of interaction.
| Attributes | Details |
|---|---|
| Consumer Goods and Retail Segment Share | 26.1% |
In 2023, the consumer goods and retail segment held a market share of more than 26.1%. It is expected to maintain this position of dominance.
To draw customers and boost sales, the consumer goods and retail industries invest extensively in marketing and product promotion. When providing client services, the industry encounters many difficulties.
Structured analytics solutions are used by consumer goods and retail organizations to keep thorough records of customers' preferences and social media activity. Such elements help to fuel customer experiences platforms market expansion.
By gathering and analyzing data from many touch points; they can understand client preferences. During the projection period, these capabilities augment the demand for customer experience management systems in the retail industry.
| Attributes | Details |
|---|---|
| Large Enterprises Segment Share | 49.8% |
In 2023, it is anticipated that the large enterprises market may contribute close to 49.8% of total revenue.
Large businesses frequently present customers with new offerings. These deals are intended to draw in new clients while keeping the old ones. Due to increased rivalry, large businesses are implementing solutions that help them improve the delivery of their goods and services and draw in new clients.
In today's competitive environment, customer experience is crucial. As it influences customer happiness, which in turn influences customer retention and then customer loyalty.
Effective management of the customer turnover rate is an important performance metric. To keep their current consumers, large businesses are increasingly implementing customer experience platforms. The customer experience platforms market is rapidly expanding due to the growing need to reduce customer attrition.
| Attributes | Details |
|---|---|
| North America Market Share | 26.2% |
In 2023, North America accounted for a whopping 26.2% of the global market for customer experience. Organizational investments in digital marketing and channels are increasing, which is fostering regional market expansion. The use of social media by businesses to exchange comments, get product reviews, and build brand awareness is on the rise.
Enterprises are now able to create customer engagements and boost their brand awareness among consumers thanks to the development of solutions. The solutions like social middleware, social management, social monitoring, and social measurement. Technology developments are made by businesses to establish social media campaigns for building online brand communities. A few of these firms include Salesforce.com and Adobe. As a result, businesses in the United States and Canada are spending more on digital media.
| Attributes | Details |
|---|---|
| Europe Market Share | 24.2% |
In 2023, Europe controlled a commanding 24.2% of the global customer experiences platforms market. The consumer experience is enhanced by the increasing use of artificial intelligence (AI) in industries like retail, IT & telecom, and healthcare. By incorporating AI and machine learning into customer experience solutions, businesses are analyzing potential customer behavior.
To enhance the consumer experience, businesses are putting more and more emphasis on incorporating cutting-edge technologies. The customer experience management market in Europe is being driven by the expanding e-commerce sector.
Exploring Regional Trends in the Customer Experience Platforms Market: A Closer Look at Individual Countries
| Attributes | Details |
|---|---|
| India Market CAGR | 20.1% |
Throughout the forecast period, India continues to rank among the lucrative markets. The analysis predicts that through 2033, India to see a CAGR of 20.1%.
In India, digital transformation has created a wide range of opportunities. Platforms for enhancing the consumer experience are being adopted widely in the nation. Numerous small and medium-sized businesses (SMEs) are located in India.
Due to rising urbanization, digitalization, and increased use of digital transactions, the nation is seeing strong growth. The customer experiences platforms market is expanding as a result of rising vendor investment in the India market.
| Attributes | Details |
|---|---|
| China Market CAGR | 15.3% |
Through 2033, customer experiences platforms sales in China to thrive at a CAGR of 15.3%. New technologies and approaches are having a rapid impact on the customer experience platforms market in the nation.
Chinese technology giants are fusing the lines between the physical and digital worlds. They are increasing platform firms' market penetration. To increase the quickness, simplicity, and convenience of interactions, businesses are implementing a wide variety of technologies. Product safety and authenticity are becoming more important concerns for local consumers. Due to these elements, the Chinese market is anticipated to expand significantly.
| Attributes | Details |
|---|---|
| United States Market Share | 16.2% |
In the United States, customer experience platforms can hold a 16.2% market share by 2033. Customer experience platforms may expand as more businesses of all sizes in the United States implement customer experience platforms. To better understand their customers and benefit from customer experience platforms, both small and sizable businesses are making significant investments.
Businesses often gather interaction and smartphone data to gain profound insights into their clients. These elements support the expansion of the customer experience platforms market in the United States.
| Attributes | Details |
|---|---|
| India Market CAGR | 20.1% |
Throughout the forecast period, India continues to rank among the lucrative markets. The analysis predicts that through 2033, India to see a CAGR of 20.1%.
In India, digital transformation has created a wide range of opportunities. Platforms for enhancing the consumer experience are being adopted widely in the nation. Numerous small and medium-sized businesses (SMEs) are located in India.
Due to rising urbanization, digitalization, and increased use of digital transactions, the nation is seeing strong growth. The customer experiences platforms market is expanding as a result of rising vendor investment in the India market.
| Attributes | Details |
|---|---|
| China Market CAGR | 15.3% |
Through 2033, customer experiences platforms sales in China to thrive at a CAGR of 15.3%. New technologies and approaches are having a rapid impact on the customer experience platforms market in the nation.
Chinese technology giants are fusing the lines between the physical and digital worlds. They are increasing platform firms' market penetration. To increase the quickness, simplicity, and convenience of interactions, businesses are implementing a wide variety of technologies. Product safety and authenticity are becoming more important concerns for local consumers. Due to these elements, the Chinese market is anticipated to expand significantly.
| Attributes | Details |
|---|---|
| United States Market Share | 16.2% |
In the United States, customer experience platforms can hold a 16.2% market share by 2033. Customer experience platforms may expand as more businesses of all sizes in the United States implement customer experience platforms. To better understand their customers and benefit from customer experience platforms, both small and sizable businesses are making significant investments.
Businesses often gather interaction and smartphone data to gain profound insights into their clients. These elements support the expansion of the customer experience platforms market in the United States.
The customer experience management market is both fiercely competitive and fairly fragmented. Key customer experience platform manufacturers concentrate on increasing their customer base internationally. To enhance their market share and profitability, these businesses use strategic collaboration projects.
Thanks to product developments and technology advancements businesses are expanding their market share by winning business and entering untapped sectors.
Entry-level Obstacles
High entry barriers define the customer experience software market. To compete with established vendors, new entrants must invest in infrastructure and technology. It might be challenging for new entrants to create a presence in the market as incumbent vendors have strong relationships with current clients.
Analyzing the Market Share, Key Companies, and Strategies of the Global Customer Experience Platforms Business
Partnership:
| Company | BMW Group |
|---|---|
| Strategy | BMW Group, one of the top worldwide auto and motorcycle manufacturers, increased its cooperation with Adobe in March 2022 as a part of the digital transformation of its sales and marketing business, according to an announcement from Adobe. |
| Details | BMW Group is using Adobe Experience Cloud to create personalized digital experiences. BMW Group is aiming to sell one-quarter of its vehicles online within three Using a data-driven, individualized strategy, BMW Group provides customers with seamless online and offline experiences, including personalized vehicles, doorstep delivery, and unique post-purchase years. |
Announcement:
| Company | Adobe |
|---|---|
| Strategy | Adobe Experience Cloud for healthcare became accessible |
| Details | The general release of Adobe Experience Cloud for Healthcare, a solution that enables healthcare enterprises to provide their clients with personalized and secure digital experiences, was announced by Adobe in March 2022. Providers can give patients more alternatives for tracking their treatment with the newly launched solution. |
Collaboration:
| Company | Kyndryl |
|---|---|
| Strategy | Kyndryl and Oracle collaborated to help clients hasten their transition to the cloud. |
| Details | June 2022: Kyndryl, a top global provider of IT infrastructure services, has teamed up with Oracle. To help clients hasten their journey to the cloud by providing managed cloud solutions to companies throughout the world. As a result of the collaboration, Kyndryl increased its significant experience in collaborating with and supporting clients who utilize Oracle goods and services by becoming an Oracle Cloud Infrastructure (OCI) key delivery partner. |
The projected revenue of the market by 2033 is USD 39,182.5 million.
The market CAGR for 2033 is projected to be 14.8%.
Zendesk, Salesforce, and Oracle are the key market players.
The market is estimated to secure a valuation of USD 9,826.9 million in 2023.
North America is growing fast due to the increasing demand for customer-centric businesses.
1. Executive Summary 2. Market Overview 3. Market Background 4. Global Market Analysis 2018 to 2022 and Forecast, 2023 to 2033 5. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Interaction Point 5.1. Stores 5.2. Websites 5.3. Email 5.4. Call Centre 5.5. Mobile Apps 5.6. Social Media 6. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Deployment 6.1. Cloud 6.2. On-Premise 7. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Vertical 7.1. IT & Telecommunication 7.2. BFSI 7.3. Healthcare 7.4. Consumer Goods & Retail 7.5. Hospitality 7.6. Transportation and Logistics 7.7. Media and Entertainment 7.8. Government 8. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Enterprise Size 8.1. Small & Medium Enterprises 8.2. Large Enterprises 9. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Platform 9.1. Windows 9.2. iOS 9.3. Android 10. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Region 10.1. North America 10.2. Latin America 10.3. Europe 10.4. South Asia 10.5. East Asia 10.6. Oceania 10.7. MEA 11. North America Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 12. Latin America Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 13. Europe Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 14. South Asia Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 15. East Asia Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 16. Oceania Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 17. MEA Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country 18. Key Countries Market Analysis 19. Market Structure Analysis 20. Competition Analysis 20.1. Avaya 20.2. IBM Corporation 20.3. Huawei Corporation 20.4. Qualtrics 20.5. Zendesk 20.6. Oracle Corporation 20.7. OpenText Corporation 20.8. SAS Institute 20.9. Adobe Systems Incorporated 20.10. Cisco Systems, Inc. 20.11. Tech Mahindra 20.12. Software AG 20.13. TCS 21. Assumptions & Acronyms Used 22. Research Methodology
Technology
December 2022
REP-GB-1875
250 pages
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Customer Experience Platforms Market
