Please Wait.....
Report
Customer Experience Management Software Market Report and Forecast 2025-2034
Market Report I 2025-07-14 I 162 Pages I EMR Inc.
The global customer experience management software market size reached approximately USD 12.58 Billion in 2024. The market is projected to grow at a CAGR of 14.40% between 2025 and 2034, reaching a value of around USD 48.30 Billion by 2034.
Key Trends in the Market
Customer experience management, also known as CXM or CEM, refers to the set of procedures employed by a company to monitor, supervise, and structure all engagements between a customer and the organisation across the entire customer journey. However, a different software, known as customer relationship management software, is utilised as a tool to encompass all touchpoints and understand, manage, and improve the customer experience.
- Providing exceptional customer experiences has become a crucial differentiator for businesses, which is propelling the customer experience management software market demand. This type of software empowers organisations with the necessary tools to collect valuable customer feedback, assess satisfaction levels, and pinpoint areas that require enhancement. By leveraging these valuable insights, companies can gain a distinct competitive advantage and cultivate strong customer relationships for long-term success.
- Implementation of artificial intelligence (AI) and automation is one of the major factors propelling the market for customer experience management software. AI-powered chatbots and virtual assistants can provide instant and personalised support to customers, enhancing their experience. Besides, automation capabilities enable businesses to streamline processes, analyse large volumes of customer data, and deliver real-time insights.
- Another trend significantly enhancing the customer experience management software market is the adoption of cloud-based technologies. Cloud-based solutions provide seamless integration with other business systems and ensure data security and privacy. They also enable businesses to access customer data and analytics in real time from any location.
Market Segmentation
The EMR's report titled "Customer Experience Management Software Market Report and Forecast 2025-2034 offers a detailed analysis of the market based on the following segments:
Market Breakup by Touchpoint
- Web
- Social Media
- Email
- Contact Centre
- Others
Market Breakup by Deployment Mode
- Cloud
- On-premises
Market Breakup by End Use
- BFSI
- Retail
- Healthcare
- IT and Telecom
- Manufacturing
- Government and Utilities
- Construction and Real Estate
- Hospitality
- Automotive
- Others
Market Breakup by Region
- North America
- Europe
- Asia Pacific
- Latin America
- Middle East and Africa
Market Share by Deployment Mode
During the forecast period, the on-premises segment is expected to experience significant growth. Numerous companies are transitioning from manual systems to automated systems to streamline their operations. Moreover, the demand for on-premises customer experience management solutions is expected to surge among large enterprises due to the growing emphasis on data privacy.
Market Share by End Use
Call centres are anticipated to hold a major portion of the customer experience management software market share. This can be attributed to the growing inclination towards advanced contact centre technologies, leading to an increased adoption of customer experience management software.
Furthermore, the deployment of cloud-based and virtual contact centre solutions is on the rise, contributing to the segment's expansion. Businesses are also actively focusing on enhancing customer interactions to achieve higher levels of customer satisfaction, thereby reinforcing the requirement for CEM software in call centres.
Competitive Landscape
The comprehensive EMR report provides an in-depth assessment of the market based on Porter's five forces model along with giving a SWOT analysis. The report gives a detailed analysis of the following key players in the global customer experience management software market, covering their competitive landscape and the latest developments like mergers, acquisitions, investments and expansion plans.
Adobe Inc.
Adobe Inc.is one of the global leaders in the software development sector. It was founded in 1982 and has developed multiple software applications for digital media and digital marketing applications. One of the company's most widely known software includes Adobe Photoshop, a powerful image editing software widely used by photographers, graphic designers, and artists.
IBM Corporation
IBM Corporation,also known as The International Business Machine Corporation, is a global leader and one of the most influential software companies in the world. The company was founded in 1911 and it is currently headquartered in New York, the United States. IBM is known for its mainframe computers, which are powerful and highly reliable machines used by large enterprises and organisations for critical applications.
Oracle Corporation
Oracle Corporationis one of the largest multinational computer technology corporations based in California, the United States. Since its establishment in 1977, the company has developed multiple software and technologies, as well as enterprise software to cater to various business functions such as finance, human resources, supply chain management, customer experience, and more.
Other market players include Avaya Holdings Corp, NICE Ltd., SAP SE, Verint Systems Inc., Open Text Corporation, Tech Mahindra Limited, Teradata Corporation, and Sprinklr, Inc., among others.
1 Executive Summary
1.1 Market Size 2024-2025
1.2 Market Growth 2025(F)-2034(F)
1.3 Key Demand Drivers
1.4 Key Players and Competitive Structure
1.5 Industry Best Practices
1.6 Recent Trends and Developments
1.7 Industry Outlook
2 Market Overview and Stakeholder Insights
2.1 Market Trends
2.2 Key Verticals
2.3 Key Regions
2.4 Supplier Power
2.5 Buyer Power
2.6 Key Market Opportunities and Risks
2.7 Key Initiatives by Stakeholders
3 Economic Summary
3.1 GDP Outlook
3.2 GDP Per Capita Growth
3.3 Inflation Trends
3.4 Democracy Index
3.5 Gross Public Debt Ratios
3.6 Balance of Payment (BoP) Position
3.7 Population Outlook
3.8 Urbanisation Trends
4 Country Risk Profiles
4.1 Country Risk
4.2 Business Climate
5 Global Customer Experience Management Software Market Analysis
5.1 Key Industry Highlights
5.2 Global Customer Experience Management Software Historical Market (2018-2024)
5.3 Global Customer Experience Management Software Market Forecast (2025-2034)
5.4 Global Customer Experience Management Software Market by Touchpoint
5.4.1 Web
5.4.1.1 Historical Trend (2018-2024)
5.4.1.2 Forecast Trend (2025-2034)
5.4.2 Social Media
5.4.2.1 Historical Trend (2018-2024)
5.4.2.2 Forecast Trend (2025-2034)
5.4.3 Email
5.4.3.1 Historical Trend (2018-2024)
5.4.3.2 Forecast Trend (2025-2034)
5.4.4 Contact Centre
5.4.4.1 Historical Trend (2018-2024)
5.4.4.2 Forecast Trend (2025-2034)
5.4.5 Others
5.5 Global Customer Experience Management Software Market by Deployment Mode
5.5.1 Cloud
5.5.1.1 Historical Trend (2018-2024)
5.5.1.2 Forecast Trend (2025-2034)
5.5.2 On-premises
5.5.2.1 Historical Trend (2018-2024)
5.5.2.2 Forecast Trend (2025-2034)
5.6 Global Customer Experience Management Software Market by End Use
5.6.1 BFSI
5.6.1.1 Historical Trend (2018-2024)
5.6.1.2 Forecast Trend (2025-2034)
5.6.2 Retail
5.6.2.1 Historical Trend (2018-2024)
5.6.2.2 Forecast Trend (2025-2034)
5.6.3 Healthcare
5.6.3.1 Historical Trend (2018-2024)
5.6.3.2 Forecast Trend (2025-2034)
5.6.4 IT and Telecom
5.6.4.1 Historical Trend (2018-2024)
5.6.4.2 Forecast Trend (2025-2034)
5.6.5 Manufacturing
5.6.5.1 Historical Trend (2018-2024)
5.6.5.2 Forecast Trend (2025-2034)
5.6.6 Government and Utilities
5.6.6.1 Historical Trend (2018-2024)
5.6.6.2 Forecast Trend (2025-2034)
5.6.7 Construction and Real Estate
5.6.7.1 Historical Trend (2018-2024)
5.6.7.2 Forecast Trend (2025-2034)
5.6.8 Hospitality
5.6.8.1 Historical Trend (2018-2024)
5.6.8.2 Forecast Trend (2025-2034)
5.6.9 Automotive
5.6.9.1 Historical Trend (2018-2024)
5.6.9.2 Forecast Trend (2025-2034)
5.6.10 Others
5.7 Global Customer Experience Management Software Market by Region
5.7.1 North America
5.7.1.1 Historical Trend (2018-2024)
5.7.1.2 Forecast Trend (2025-2034)
5.7.2 Europe
5.7.2.1 Historical Trend (2018-2024)
5.7.2.2 Forecast Trend (2025-2034)
5.7.3 Asia Pacific
5.7.3.1 Historical Trend (2018-2024)
5.7.3.2 Forecast Trend (2025-2034)
5.7.4 Latin America
5.7.4.1 Historical Trend (2018-2024)
5.7.4.2 Forecast Trend (2025-2034)
5.7.5 Middle East and Africa
5.7.5.1 Historical Trend (2018-2024)
5.7.5.2 Forecast Trend (2025-2034)
6 North America Customer Experience Management Software Market Analysis
6.1 United States of America
6.1.1 Historical Trend (2018-2024)
6.1.2 Forecast Trend (2025-2034)
6.2 Canada
6.2.1 Historical Trend (2018-2024)
6.2.2 Forecast Trend (2025-2034)
7 Europe Customer Experience Management Software Market Analysis
7.1 United Kingdom
7.1.1 Historical Trend (2018-2024)
7.1.2 Forecast Trend (2025-2034)
7.2 Germany
7.2.1 Historical Trend (2018-2024)
7.2.2 Forecast Trend (2025-2034)
7.3 France
7.3.1 Historical Trend (2018-2024)
7.3.2 Forecast Trend (2025-2034)
7.4 Italy
7.4.1 Historical Trend (2018-2024)
7.4.2 Forecast Trend (2025-2034)
7.5 Others
8 Asia Pacific Customer Experience Management Software Market Analysis
8.1 China
8.1.1 Historical Trend (2018-2024)
8.1.2 Forecast Trend (2025-2034)
8.2 Japan
8.2.1 Historical Trend (2018-2024)
8.2.2 Forecast Trend (2025-2034)
8.3 India
8.3.1 Historical Trend (2018-2024)
8.3.2 Forecast Trend (2025-2034)
8.4 ASEAN
8.4.1 Historical Trend (2018-2024)
8.4.2 Forecast Trend (2025-2034)
8.5 Australia
8.5.1 Historical Trend (2018-2024)
8.5.2 Forecast Trend (2025-2034)
8.6 Others
9 Latin America Customer Experience Management Software Market Analysis
9.1 Brazil
9.1.1 Historical Trend (2018-2024)
9.1.2 Forecast Trend (2025-2034)
9.2 Argentina
9.2.1 Historical Trend (2018-2024)
9.2.2 Forecast Trend (2025-2034)
9.3 Mexico
9.3.1 Historical Trend (2018-2024)
9.3.2 Forecast Trend (2025-2034)
9.4 Others
10 Middle East and Africa Customer Experience Management Software Market Analysis
10.1 Saudi Arabia
10.1.1 Historical Trend (2018-2024)
10.1.2 Forecast Trend (2025-2034)
10.2 United Arab Emirates
10.2.1 Historical Trend (2018-2024)
10.2.2 Forecast Trend (2025-2034)
10.3 Nigeria
10.3.1 Historical Trend (2018-2024)
10.3.2 Forecast Trend (2025-2034)
10.4 South Africa
10.4.1 Historical Trend (2018-2024)
10.4.2 Forecast Trend (2025-2034)
10.5 Others
11 Market Dynamics
11.1 SWOT Analysis
11.1.1 Strengths
11.1.2 Weaknesses
11.1.3 Opportunities
11.1.4 Threats
11.2 Porter's Five Forces Analysis
11.2.1 Supplier's Power
11.2.2 Buyer's Power
11.2.3 Threat of New Entrants
11.2.4 Degree of Rivalry
11.2.5 Threat of Substitutes
11.3 Key Indicators for Demand
11.4 Key Indicators for Price
12 Competitive Landscape
12.1 Supplier Selection
12.2 Key Global Players
12.3 Key Regional Players
12.4 Key Player Strategies
12.5 Company Profiles
12.5.1 Adobe Inc.
12.5.1.1 Company Overview
12.5.1.2 Product Portfolio
12.5.1.3 Demographic Reach and Achievements
12.5.1.4 Certifications
12.5.2 IBM Corporation
12.5.2.1 Company Overview
12.5.2.2 Product Portfolio
12.5.2.3 Demographic Reach and Achievements
12.5.2.4 Certifications
12.5.3 Oracle Corporation
12.5.3.1 Company Overview
12.5.3.2 Product Portfolio
12.5.3.3 Demographic Reach and Achievements
12.5.3.4 Certifications
12.5.4 Avaya Holdings Corp
12.5.4.1 Company Overview
12.5.4.2 Product Portfolio
12.5.4.3 Demographic Reach and Achievements
12.5.4.4 Certifications
12.5.5 NICE Ltd.
12.5.5.1 Company Overview
12.5.5.2 Product Portfolio
12.5.5.3 Demographic Reach and Achievements
12.5.5.4 Certifications
12.5.6 SAP SE
12.5.6.1 Company Overview
12.5.6.2 Product Portfolio
12.5.6.3 Demographic Reach and Achievements
12.5.6.4 Certifications
12.5.7 Verint Systems Inc.
12.5.7.1 Company Overview
12.5.7.2 Product Portfolio
12.5.7.3 Demographic Reach and Achievements
12.5.7.4 Certifications
12.5.8 Open Text Corporation
12.5.8.1 Company Overview
12.5.8.2 Product Portfolio
12.5.8.3 Demographic Reach and Achievements
12.5.8.4 Certifications
12.5.9 Tech Mahindra Limited
12.5.9.1 Company Overview
12.5.9.2 Product Portfolio
12.5.9.3 Demographic Reach and Achievements
12.5.9.4 Certifications
12.5.10 Teradata Corporation
12.5.10.1 Company Overview
12.5.10.2 Product Portfolio
12.5.10.3 Demographic Reach and Achievements
12.5.10.4 Certifications
12.5.11 Sprinklr, Inc.
12.5.11.1 Company Overview
12.5.11.2 Product Portfolio
12.5.11.3 Demographic Reach and Achievements
12.5.11.4 Certifications
12.5.12 Others
- Not Sure / Need Reassuring
- Confirm Content
-
Content is provided by our partners and every effort is made to make Market Report details as clear as possible. If you are not sure the exact content you require is included in this study you can Contact us to double check. To do this you can:
Use the ‘? ASK A QUESTION’ below the license / prices and to the right of this box. This will come directly to our team who will work on dealing with your request as soon as possible.
Write to directly on support@scotts-international.com with details. Please include as much information as possible including the name of report or link so our staff will be able to work on you request.
Telephone us directly on 0048 603 394 346 and an experienced member of team will be on hand to answer.
-
- Sample Pages
-
With the vast majority of our partners we can obtain Sample Pages to support your decision. This is something we can arrange without revealing your personal details.
It is important to note that we will not be able to provide you the exact data or statistics such as Market Size and Forecasts. Sample pages usually confirm the layout or the Categories included in Charts and Graphs, excluding specific data.
To ask for Sample Pages by contact us through ‘? ASK A QUESTION’, support@scotts-international.com, or by telephoning 0048 603 394 346.
-
- Check for Alternatives
-
Whilst we try to make our online platform as easy to use as possible there is always the possibility that a better alternative has not been found in your search.
To avoid this possibility Contact us through ‘? ASK A QUESTION’, support@scotts-international.com, or by telephoning 0048 603 394 346 and a Senior Team Member can review your requirements and send a list of possibilities with opinions and recommendations.
-
- Confirm Content
- Prices / Formats / Delivery
- Prices
-
All prices are set by our partners and should be exactly the same as those listed on their own websites. We work on a Revenue share basis ensuring that you never pay more than what is offered elsewhere.
Should you find the price cheaper on another platform we recommend you to Contact us as we should be able to match this price. You can Contact us though through ‘? ASK A QUESTION’, support@scotts-international.com, or by telephoning 0048 603 394 346.
-
- Discounts
-
As we work in close partnership with our Partners from time to time we can secure discounts and assist with negotiations, this is part of our personalised service to you.
Discounts can sometimes be arranged for speedily placed orders; multiple report purchases or Higher License purchases.
To check if a Discount is possible please Contact our experienced team through ‘? ASK A QUESTION’, support@scotts-international.com, or by telephoning 0048 603 394 346.
-
- Available Currencies
-
Most Market Reports on our platform are listed in USD or EURO based on the wishes of our Partners. To avoid currency fluctuations and potential price differentiations we do not offer the possibility to change the currency online.
Should you wish to pay in a different currency to that advertised online we do accept payments in USD, EURO, GBP and PLN. The price will be calculated based on the relevant exchange rate taken from our National Bank.
To pay in a different above currency to that advertised online please Contact our team and a quotation will be sent within a couple of hours with payment details.
-
- Licenses
-
License options vary from Partner to Partner as is usually based on the number of Users that will benefitting from the report. It is very important that License ordered is not breached as this could have potential negative consequences for you individually or your employer.
If you have questions or need confirmation about the specific license we recommend you to Contact us and a detailed explanation will be provided.
-
- Global Site License
-
The Global Site License is the most comprehensive license available. By selecting this license, the Market Report can be shared with other ‘Allowed Users’ and any other member of staff from the same organisation regardless of geographic location.
It is important to note that this may exclude Parent Companies or Subsidiaries.
If you have questions or need confirmation about the specific license we recommend you to Contact us and a detailed explanation will be provided.
-
- Formats
-
The most common format is PDF, however in certain circumstances data may be present in Excel format or Online, especially in the case of Database or Directories. In addition, for certain higher license options a CD may also be provided.
If you have questions or need clarification about the specific formats we recommend you to Contact us and a detailed explanation will be provided.
-
- Delivery
-
Delivery is fulfilled by our partners directly. Once an order has been placed we inform the partner by sharing the delivery email details given in the order process.
Delivery is usually made within 24 hours of an order being placed, however it may take longer should your order be placed prior to the weekend or if otherwise specified on the Market Report details page. Additionally, if details have been not fully completed in the Order process a delay in delivery is possible.
If a delay in delivery is expected you will be informed about it immediately.
-
- Shipping Charges
-
As most Market Reports are delivered in PDF format we almost never have to add additional Shipping Charges. If, however you are ordering a Higher License service or a specific delivery format (e.g. CD version) charges may apply.
If you are concerned about additional Shipping Charges we recommend you to Contact us to double check.
-
- Prices
- Ordering
- By Credit Card
-
We work in Partnership with PayU to ensure payments are made securely in a fast and effortless way. PayU is the e-payments division of Naspers.
Naspers operates in over 133 International Markets and ranks 3rd Globally in terms of the number of e-commerce customers served.
For more information on PayU please visit: https://www.payu.pl/en/about-us
-
- By Money Transfer
-
If you require an invoice prior to payment, this is possible. To ensure a speedy delivery of the Market Report we require all relevant company details and you agree to maximum payment terms of 30 days from receipt of order.
With our regular clients deliver of the Market Report can be made prior to receiving payment, however in some circumstances we may ask for payment to be received before arranging for the Market Report to be delivered.
-
- By Credit Card
- Security
- Website security
-
We have specifically partnered with leading International companies to protect your privacy by using different technologies and processes to ensure security.
Everything submitted to Scotts International is encrypted via SSL (Secure Socket Layer) and all personal information provided to Scotts International is stored on computer systems with limited access in controlled environments.
-
- Credit Card Security
-
We partner with PayU (https://www.payu.pl/en/about-us) to ensure all credit card payments are made securely in a fast and effortless way.
PayU offers 250+ various payment channels and eWallet services across 4 continents allowing buyers to pay electronically, whether on a computer or a mobile device.
-
- Website security