North America Customer Experience Management Market Forecast to 2028 – COVID-19 Impact and Regional Analysis – by Component (Solution and Service), Deployment Mode (On Premise and Cloud based), Organization Size (Small and Medium Enterprises (SMEs) and Large Enterprises), Touchpoint (Call Center, Website, Mobile Application, Email, Social Media, and Others), and Industry Vertical (IT and Telecom, BFSI, Energy and Utilities, Government, Retail, Manufacturing, and Others)
The customer experience management market in North America is expected to grow from US$ 4,572.39 million in 2022 to US$ 11,915.36 million by 2028. It is estimated to grow at a CAGR of 17.3% from 2022 to 2028.
Boosting E-commerce Industries
With the development of E-Commerce and digital banking, customers are becoming more and more open to digital channels. Several retailers have moved from physical stores to digital channels over the decade. For instance, Statista said more than 2 billion people purchased products and services online in 2020, with global electronic retail sales exceeding US$ 4.5 trillion. As a result, retailers employ AI-enabled virtual rehearsal rooms, chatbots, and surveillance to capture and analyze customer behavior. Brands use multiple channels such as social media, mobile applications, and websites to increase awareness. Such factors are propelling the growth of the market. Furthermore, the proliferation of social media channels such as Facebook, Instagram, YouTube, Twitter, and Pinterest drives brand awareness, marketing, and direct purchases. Various brands use social media shops to simplify the customer purchasing process. For example, Facebook and Instagram shops help retailers to attract new customers and shop directly on social media platforms. Consumer experience solutions help these retailers to reduce churn, increase lifetime value, and retain customers. Hence, changing consumer buying behavior is boosting market growth. Furthermore, the digitization of healthcare is accelerating the adoption of e-health applications, telemedicine, smart health devices, and wearable devices. The digitization of healthcare is changing customer expectations for 24/7 service and immediate response. Therefore, companies are adopting different digital strategies to improve the customer experience. Thus, the factors mentioned above are driving the market growth.
Market Overview
In North America, the US is one of the primary markets for the customer experience management market players due to their increasing adoption of big data solutions to gain insights into customer behavior and preferences. CEM solutions provide quantifiable metrics and actionable insights into the issues that impact end users and help organizations improve their overall customer experience. In addition, the increasing digitalization of processes and infrastructure in the enterprise sector is fueling the adoption of automated CEM solutions in North America. Further, increasing the adoption of digital channels for interaction will help organizations better understand the underlying needs of their end users through a digital experience. The highly informed and demanding customers increasingly need timely and personalized interaction services. As a result, companies in the region must adopt CEM solutions that ensure consistent service.
North America Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
North America Customer Experience Management Market Segmentation
The North America customer experience management market is segmented into component, deployment mode, organization size, touch point, industry vertical, and country.
- Based on component, the market is segmented into solution and service. The solution segment registered the largest market share in 2022.
- Based on deployment mode, the market is segmented into on premise and cloud based. The cloud based segment held a larger market share in 2022.
- Based on organization size, the market is segmented into small and medium enterprises and large enterprises. The large enterprises segment held the largest market share in 2022.
- Based on touch point, the market is segmented into call center, website, mobile application, email, social media, and others. The call center segment held the largest market share in 2022.
- Based on industry vertical, the market is segmented into IT and telecom, BFSI, energy and utilities, government, retail, manufacturing, and others. The IT and telecom segment held the largest market share in 2022.
- Based on country, the market is segmented into the US, Canada, and Mexico. The US dominated the market share in 2022.
Adobe; Avaya Inc.; IBM Corporation; NICE Ltd.; Oracle Corporation; SAP SEl; Verint Systems, Inc.; Zendesk; SAS Institute Inc.; and Salesforce.com, inc. are the leading companies operating in the customer experience management market in the region.
1. Introduction
1.1 Study Scope
1.2 The Insight Partners Research Report Guidance
1.3 Market Segmentation
1.3.1 North America Customer Experience Management Market – By Component
1.3.2 North America Customer Experience Management Market – By Deployment Mode
1.3.3 North America Customer Experience Management Market – By Organization Size
1.3.4 North America Customer Experience Management Market – By Touchpoint
1.3.5 North America Customer Experience Management Market – By Industry Vertical
1.3.6 North America Customer Experience Management Market – By Country
2. Key Takeaways
3. Research Methodology
3.1 Coverage
3.2 Secondary Research
3.3 Primary Research
4. North America Customer Experience Management Market Landscape
4.1 Market Overview
4.2 PEST Analysis
4.3 Ecosystem Analysis
4.4 Expert Opinions
5. North America Customer Experience Management Market – Market Dynamics
5.1 Key Market Drivers
5.1.1 Surging Adoption of Artificial Intelligence
5.1.2 Boosting E-Commerce Industries
5.2 Key Market Restraints
5.2.1 Concerns Regarding Data Breaching and Security
5.3 Key Market Opportunities
5.3.1 Raising Innovation in Omni Channel Shopping
5.4 Future Trends
5.4.1 Incorporation of New Business Models
5.5 Impact Analysis of Drivers and Restraints
6. North America Customer Experience Management Market Analysis
6.1 Overview
6.2 North America Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
7. North America Customer Experience Management Market Analysis – By Component
7.1 Overview
7.2 North America Customer Experience Management Market Revenue and Forecast, by Component
7.3 Solution
7.3.1 Overview
7.3.2 Solution Market Revenue and Forecast to 2028 (US$ Million)
7.4 Service
7.4.1 Overview
7.4.2 Service Market Revenue and Forecast to 2028 (US$ Million)
8. North America Customer Experience Management Market Analysis – By Deployment Mode
8.1 Overview
8.2 North America Customer Experience Management Market Revenue and Forecast, by Deployment Mode
8.3 On Premise
8.3.1 Overview
8.3.2 On Premise Market Revenue and Forecast to 2028 (US$ Million)
8.4 Cloud based
8.4.1 Overview
8.4.2 Cloud based Market Revenue and Forecast to 2028 (US$ Million)
9. North America Customer Experience Management Market Analysis – By Organization Size
9.1 Overview
9.2 North America Customer Experience Management Market Revenue and Forecast, by Organization Size
9.3 Small and Medium Enterprises
9.3.1 Overview
9.3.2 Small and Medium Enterprises Market Revenue and Forecast to 2028 (US$ Million)
9.4 Large Enterprises
9.4.1 Overview
9.4.2 Large Enterprises Market Revenue and Forecast to 2028 (US$ Million)
10. North America Customer Experience Management Market Analysis – By Touchpoint
10.1 Overview
10.2 North America Customer Experience Management Market Revenue and Forecast, by Touchpoint
10.3 Call Center
10.3.1 Overview
10.3.2 Call Center Market Revenue and Forecast to 2028 (US$ Million)
10.4 Website
10.4.1 Overview
10.4.2 Website Market Revenue and Forecast to 2028 (US$ Million)
10.5 Mobile application
10.5.1 Overview
10.5.2 Mobile application Market Revenue and Forecast to 2028 (US$ Million)
10.6 Email
10.6.1 Overview
10.6.2 Email Market Revenue and Forecast to 2028 (US$ Million)
10.7 Social Media
10.7.1 Overview
10.7.2 Social Media Market Revenue and Forecast to 2028 (US$ Million)
10.8 Others
10.8.1 Overview
10.8.2 Others Market Revenue and Forecast to 2028 (US$ Million)
11. North America Customer Experience Management Market Analysis – By Industry Vertical
11.1 Overview
11.2 North America Customer Experience Management Market, by Industry Vertical
11.3 IT and Telecom
11.3.1 Overview
11.3.2 IT and Telecom Market Revenue and Forecast to 2028 (US$ Million)
11.4 BFSI
11.4.1 Overview
11.4.2 BFSI Market Revenue and Forecast to 2028 (US$ Million)
11.5 Retail
11.5.1 Overview
11.5.2 Retail Market Revenue and Forecast to 2028 (US$ Million)
11.6 Energy and Utilities
11.6.1 Overview
11.6.2 Energy and Utilities Market Revenue and Forecast to 2028 (US$ Million)
11.7 Government
11.7.1 Overview
11.7.2 Government Market Revenue and Forecast to 2028 (US$ Million)
11.8 Manufacturing
11.8.1 Overview
11.8.2 Manufacturing Market Revenue and Forecast to 2028 (US$ Million)
11.9 Others
11.9.1 Overview
11.9.2 Others Market Revenue and Forecast to 2028 (US$ Million)
12. North America Customer Experience Management Market – Country Analysis
12.1 Overview
12.1.1 North America: Customer Experience Management Market Revenue and Forecast, by Country (2021 and 2028)
12.1.1.1 US: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.1.1 US Customer Experience Management Market Breakdown, By Component
12.1.1.1.2 US Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.1.3 US Customer Experience Management Market Breakdown, By Organization Size
12.1.1.1.4 US Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.1.5 US Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.2 Canada: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.2.1 Canada Customer Experience Management Market Breakdown, By Component
12.1.1.2.2 Canada Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.2.3 Canada Customer Experience Management Market Breakdown, By Organization Size
12.1.1.2.4 Canada Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.2.5 Canada Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.3 Mexico: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.3.1 Mexico Customer Experience Management Market Breakdown, By Component
12.1.1.3.2 Mexico Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.3.3 Mexico Customer Experience Management Market Breakdown, By Organization Size
12.1.1.3.4 Mexico Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.3.5 Mexico Customer Experience Management Market Breakdown, By Industry Vertical
13. Industry Landscape
13.1 Market Initiative
13.2 Merger and Acquisition
13.3 New Development
14. Company Profiles
14.1 Adobe
14.1.1 Key Facts
14.1.2 Business Description
14.1.3 Products and Services
14.1.4 Financial Overview
14.1.5 SWOT Analysis
14.1.6 Key Developments
14.2 Avaya Inc.
14.2.1 Key Facts
14.2.2 Business Description
14.2.3 Products and Services
14.2.4 Financial Overview
14.2.5 SWOT Analysis
14.2.6 Key Developments
14.3 IBM Corporation
14.3.1 Key Facts
14.3.2 Business Description
14.3.3 Products and Services
14.3.4 Financial Overview
14.3.5 SWOT Analysis
14.3.6 Key Developments
14.4 NICE Ltd.
14.4.1 Key Facts
14.4.2 Business Description
14.4.3 Products and Services
14.4.4 Financial Overview
14.4.5 SWOT Analysis
14.4.6 Key Developments
14.5 Oracle Corporation
14.5.1 Key Facts
14.5.2 Business Description
14.5.3 Products and Services
14.5.4 Financial Overview
14.5.5 SWOT Analysis
14.5.6 Key Developments
14.6 SAP SE
14.6.1 Key Facts
14.6.2 Business Description
14.6.3 Products and Services
14.6.4 Financial Overview
14.6.5 SWOT Analysis
14.6.6 Key Developments
14.7 Verint Systems, Inc.
14.7.1 Key Facts
14.7.2 Business Description
14.7.3 Products and Services
14.7.4 Financial Overview
14.7.5 SWOT Analysis
14.7.6 Key Developments
14.8 Zendesk
14.8.1 Key Facts
14.8.2 Business Description
14.8.3 Products and Services
14.8.4 Financial Overview
14.8.5 SWOT Analysis
14.8.6 Key Developments
14.9 SAS Institute Inc.
14.9.1 Key Facts
14.9.2 Business Description
14.9.3 Products and Services
14.9.4 Financial Overview
14.9.5 SWOT Analysis
14.9.6 Key Developments
14.10 Salesforce.com, inc.
14.10.1 Key Facts
14.10.2 Business Description
14.10.3 Products and Services
14.10.4 Financial Overview
14.10.5 SWOT Analysis
14.10.6 Key Developments
15. Appendix
15.1 About The Insight Partners
15.2 Glossary of Terms
LIST OF TABLES
Table 1. North America Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Table 2. North America: Customer Experience Management Market, Revenue and Forecast to 2028 - By Country (US$ Million)
Table 3. US Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 4. US Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 5. US Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 6. US Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 7. US Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 8. Canada Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 9. Canada Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 10. Canada Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 11. Canada Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 12. Canada Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 13. Mexico Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 14. Mexico Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 15. Mexico Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 16. Mexico Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 17. Mexico Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 18. Glossary of Terms, North America Customer Experience Management Market
LIST OF FIGURES
Figure 1. North America Customer Experience Management Market Segmentation
Figure 2. North America Customer Experience Management Market Segmentation – By Country
Figure 3. North America Customer Experience Management Market Overview
Figure 4. North America Customer Communications Management Market, By Component
Figure 5. North America Customer Communications Management Market, By Industry Vertical
Figure 6. North America Customer Communications Management Market, By Country
Figure 7. North America: PEST Analysis
Figure 8. Expert Opinion
Figure 9. North America Customer Experience Management Market Impact Analysis of Drivers and Restraints
Figure 10. North America Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 11. North America Customer Experience Management Market, by Component, 2021 & 2028 (%)
Figure 12. Solution Market Revenue and Forecast to 2028 (US$ Million)
Figure 13. Service Market Revenue and Forecast to 2028 (US$ Million)
Figure 14. North America Customer Experience Management Market, by Deployment Mode, 2021 & 2028 (%)
Figure 15. On-Premise Market Revenue and Forecast to 2028 (US$ Million)
Figure 16. Cloud based Market Revenue and Forecast to 2028 (US$ Million)
Figure 17. North America Customer Experience Management Market, by Organization Size, 2021 & 2028 (%)
Figure 18. Small and Medium Enterprises Market Revenue and Forecast to 2028 (US$ Million)
Figure 19. Large Enterprises Market Revenue and Forecast to 2028 (US$ Million)
Figure 20. North America Customer Experience Management Market, by Touchpoint, 2021 & 2028 (%)
Figure 21. Call Center Market Revenue and Forecast to 2028 (US$ Million)
Figure 22. Website Market Revenue and Forecast to 2028 (US$ Million)
Figure 23. Mobile application Market Revenue and Forecast to 2028 (US$ Million)
Figure 24. Email Market Revenue and Forecast to 2028 (US$ Million)
Figure 25. Social Media Market Revenue and Forecast to 2028 (US$ Million)
Figure 26. Others Market Revenue and Forecast to 2028 (US$ Million)
Figure 27. North America Customer Experience Management Market, by Industry Vertical, 2021 & 2028 (%)
Figure 28. IT and Telecom Market Revenue and Forecast to 2028 (US$ Million)
Figure 29. BFSI Market Revenue and Forecast to 2028 (US$ Million)
Figure 30. Retail Market Revenue and Forecast to 2028 (US$ Million)
Figure 31. Energy and Utilities Market Revenue and Forecast to 2028 (US$ Million)
Figure 32. Government Market Revenue and Forecast to 2028 (US$ Million)
Figure 33. Manufacturing Market Revenue and Forecast to 2028 (US$ Million)
Figure 34. Others Market Revenue and Forecast to 2028 (US$ Million)
Figure 35. North America Customer Experience Management Market
Figure 36. North America: Customer Experience Management Market, by Country, 2021 & 2028 (%)
Figure 37. US: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 38. Canada: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 39. Mexico: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
- Adobe
- Avaya Inc.
- IBM Corporation
- NICE Ltd.
- Oracle Corporation
- SAP SE
- Verint Systems, Inc.
- Zendesk
- SAS Institute Inc.
- Salesforce.com, inc.
- Save and reduce time carrying out entry-level research by identifying the growth, size, leading players and segments in the North America customer experience management market.
- Highlights key business priorities in order to assist companies to realign their business strategies
- The key findings and recommendations highlight crucial progressive industry trends in the North America customer experience management market, thereby allowing players across the value chain to develop effective long-term strategies
- Develop/modify business expansion plans by using substantial growth offering developed and emerging markets
- Scrutinize in-depth North America market trends and outlook coupled with the factors driving the customer experience management market, as well as those hindering it
- Enhance the decision-making process by understanding the strategies that underpin commercial interest with respect to client products, segmentation, pricing, and distribution