South & Central 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 South & Central America is expected to grow from US$ 385.31 million in 2022 to US$ 905.34 million by 2028. It is estimated to grow at a CAGR of 13.5% from 2022 to 2028.
Higher Adoption of Artificial Intelligence
The growing adoption of artificial intelligence (AI) in verticals such as retail, IT & telecom, automotive, and healthcare is helping to improve the customer experience. The companies are analyzing future customer behavior by integrating AI and machine learning into consumer experience solutions. These predictive analytics and AI-enabled solutions help companies extract meaningful insights from customer data. Therefore, companies are increasingly focusing on implementing advanced technologies to improve the customer experience. For instance, in December 2021, TPG launched Anna, an AI-based customer experience platform. It evaluates more interactions with high accuracy. Anna Chatbot can evaluate customer interactions 100% and provide a sample-based analysis of customer chats and voice communications. Furthermore, companies are using advanced AI applications such as facial recognition, biometrics, chatbots, and digital assistants to improve the customer experience. For instance, the Facebook Messenger bot uses AI and machine learning to help shoppers find what they are looking for through simple conversations, which helps improve the customer experience and increase profitability. Similarly, adopting augmented reality across retailers is expected to help improve the shopping experience. For example, IKEA integrates augmented reality to show furniture in real-time, helping customers make purchase decisions and reduce returns. Therefore, the rapid adoption of virtual assistants/bots is stimulating the demand for consumer experience solutions.
Market Overview
According to a global survey of executives, South & Central American business professionals are most enthusiastic about adopting customer experience management tools. The report explores the views of 700 executives on CEM tools and reveals that South & Central American business leaders are among the fast growing globally regarding technology adoption and future expectations. Hence, such factors prove that the region is set to be the next go-to market for CEM vendors over the forecast period. Companies in South & Central America are progressively boosting the adoption of technology solutions across the region. For instance, in May 2020, New Relic worked with Agencia Sabia, a South & Central American agency, to raise awareness of brand differences and solutions in South & Central America and increase its potential audience. New Relic has decided to take a new step toward localizing and disseminating local stories. It is leveraging Sabiá's support at every step in understanding best practices and interacting with customers to show the difference between solutions through customer experience. Such initiatives are likely to propel the growth of the customer experience management market over the forecast period.
South & Central America Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
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South & Central America Customer Experience Management Market Segmentation
The South & Central 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 Brazil, Argentina, and Rest of SAM. Brazil 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 South & Central America Customer Experience Management Market – By Component
1.3.2 South & Central America Customer Experience Management Market – By Deployment Mode
1.3.3 South & Central America Customer Experience Management Market – By Organization Size
1.3.4 South & Central America Customer Experience Management Market – By Touchpoint
1.3.5 South & Central America Customer Experience Management Market – By Industry Vertical
1.3.6 South & Central 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. South & Central America Customer Experience Management Market Landscape
4.1 Market Overview
4.2 PEST Analysis
4.3 Ecosystem Analysis
4.4 Expert Opinions
5. South & Central America Customer Experience Management Market Dynamics
5.1 Key Market Drivers
5.1.1 Higher Adoption of Artificial Intelligence
5.1.2 Elevating E-Commerce Industries
5.2 Key Market Restraints
5.2.1 Surging Concerns Regarding Data Breaching and Security
5.3 Key Market Opportunities
5.3.1 Boosting 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. South & Central America Customer Experience Management Market Analysis
6.1 Overview
6.2 South & Central America Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
7. South & Central America Customer Experience Management Market Analysis – By Component
7.1 Overview
7.2 South & Central 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. South & Central America Customer Experience Management Market Analysis – By Deployment Mode
8.1 Overview
8.2 South & Central 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. South & Central America Customer Experience Management Market Analysis – By Organization Size
9.1 Overview
9.2 South & Central 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. South & Central America Customer Experience Management Market Analysis – By Touchpoint
10.1 Overview
10.2 South & Central 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. South & Central America Customer Experience Management Market Analysis – By Industry Vertical
11.1 Overview
11.2 South & Central 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. South & Central America Customer Experience Management Market – Country Analysis
12.1 Overview
12.1.1 South & Central America Customer Experience Management Market Revenue and Forecast, by Country
12.1.1.1 Brazil: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.1.1 Brazil Customer Experience Management Market Breakdown, By Component
12.1.1.1.2 Brazil Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.1.3 Brazil Customer Experience Management Market Breakdown, By Organization Size
12.1.1.1.4 Brazil Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.1.5 Brazil Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.2 Argentina: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.2.1 Argentina Customer Experience Management Market Breakdown, By Component
12.1.1.2.2 Argentina Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.2.3 Argentina Customer Experience Management Market Breakdown, By Organization Size
12.1.1.2.4 Argentina Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.2.5 Argentina Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.3 Rest of SAM: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.3.1 Rest of SAM Customer Experience Management Market Breakdown, By Component
12.1.1.3.2 Rest of SAM Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.3.3 Rest of SAM Customer Experience Management Market Breakdown, By Organization Size
12.1.1.3.4 Rest of SAM Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.3.5 Rest of SAM 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. South & Central America Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Table 2. South & Central America: Customer Experience Management Market, Revenue and Forecast to 2028 - By Country (US$ Million)
Table 3. Brazil Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 4. Brazil Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 5. Brazil Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 6. Brazil Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 7. Brazil Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 8. Argentina Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 9. Argentina Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 10. Argentina Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 11. Argentina Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 12. Argentina Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 13. Rest of SAM Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 14. Rest of SAM Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 15. Rest of SAM Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 16. Rest of SAM Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 17. Rest of SAM Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 18. Glossary of Terms, South & Central America Customer Experience Management Market
LIST OF FIGURES
Figure 1. South & Central America Customer Experience Management Market Segmentation
Figure 2. South & Central America Customer Experience Management Market Segmentation – By Country
Figure 3. South & Central America Customer Experience Management Market Overview
Figure 4. South & Central America Customer Communications Management Market, By Component
Figure 5. South & Central America Customer Communications Management Market, By Industry Vertical
Figure 6. South & Central America Customer Communications Management Market, By Country
Figure 7. South & Central America: PEST Analysis
Figure 8. Expert Opinion
Figure 9. South & Central America Customer Experience Management Market Impact Analysis of Drivers and Restraints
Figure 10. South & Central America Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 11. South & Central 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. South & Central 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. South & Central 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. South & Central 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. South & Central 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. South & Central America Customer Experience Management Market
Figure 36. South & Central America: Customer Experience Management Market, by Country, 2021 & 2028 (%)
Figure 37. Brazil: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 38. Argentina: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 39. Rest of SAM: 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 South & Central 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 South & Central 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 South & Central 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