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1 Brochure More information from Customer Experience Management Market (VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics) - Advanced Technologies, Touch Points, Adoption Trends, Market Size & Forecasts ( ) Description: Customer Experience Management Market (VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics) - Advanced Technologies, Touch Points, Adoption Trends, Market Size & Forecasts ( ) Customer Experience Management (CEM) is becoming more popular, driven by its analytical tools used for analyzing customer feedback from various touch points including company website, branch, web, mobile and social media. CEM is an overriding concept driven by extensive competition among several companies to serve customers in an efficient way. Last year, several companies began investing heavily in solutions which optimize interactions from the customer's perspective and thereby enhance customer loyalty. This report focuses on the latest trends and advancements in customer experience solutions which provide strategies, process models, and information technology to design, manage, and optimize the end-to-end customer experience process. The report includes market analysis of various touch points and types of analytical tools, verticals, organization size, and geographical regions. Growth of communication media majorly affects customer expectations and behavior and ultimately this will have an impact on end user experiences. To understand these experiences and drive the appropriate insight from the Voice of the Customer (VoC), companies use analytical tools such as enterprise feedback management software, text analytics, web analytics, speech analytics, and other analytics. The usage of mobile and social media touch points is increasing rapidly for sharing views and ideas. So, in the era of connected world, companies have to continuously monitor these touch points for regular follow up with their customers and understand their needs and wants for improving their experience. In order to become leaders in the competitive world, companies have to focus on customer-centric approach rather than on company centric, so they are adapting new ways to connect customers with organizations for regular feedback. The report also focuses on Telco Customer Experience Management market by taking into consideration service quality management, service level agreement monitoring, service monitoring, fault management, and performance management with respect to network planning and network management. The Telco CEM includes CEM across telecommunication networks; The Telco CEM is segmented into five geographical regions, namely North America, South America, Europe, Asia-Pacific, and Middle East and Africa. The report covers key industry players such as Adobe, Alcatel-Lucent, Amdocs, Cisco, Ericsson, Hewlett- Packard, Huawei, IBM, Nokia Networks, and Oracle. This research report categorizes the global Customer Experience Management and VoC analytics market on the basis of analytic types, such as enterprise feedback management, text analytics, web analytics, speech analytics, and other analytics. Markets Covered This CEM & VoC Analytics market research report categorizes the global market on the basis of analytic type, touch point, various industries, and region, forecasting volumes and revenues and analyzing trends in each of the submarkets: On the basis of network type: - Enterprise Feedback Management - Web Analytics

2 - Text Analytics - Speech Analytics - Others On the basis of touch point: - Company Website - Branch/Store - Web - Call Center - Mobile - Social Media On the basis of organization size: - Small and Medium Businesses (SMB) - Enterprises On the basis of vertical: - Communication Service Providers - Public Sector, Energy, and Utilities - Banking, Finance, and Insurance - Healthcare - Automotive and Transportation - Consumer Goods and Retail - Media and Entertainment - Travel and Hospitality - Manufacturing - Others On the basis of region: - North America - Latin America - Europe - Asia-Pacific (APAC) - Middle East and Africa (MEA) Contents: 1 Introduction 1.1 Key Takeaways 1.2 Report Description 1.3 Markets Covered 1.4 Stakeholders 1.5 Research Methodology Key Data From Secondary & Primary Sources Data Triangulation &Market Forecasting 1.6 Assumptions 2 Executive Summary 2.1 Abstarct 2.2 Overall Market Size 3 Market Overview 3.1 Market Definition: Customer Experience Management 3.2 Evolution of CEM 3.3 Market Segmentation 3.4 Winning Imperatives Engage Present Customers for Sustainable Growth 3.5 Market Dynamics Drivers Retaining Customers

3 Competitive Differentiation Global Economic Slowdown Online Experience Restraints Complexity in Data Synchronization Subjectiveexpectations Opportunities Major Focus on Virtual Side Integral Part of Digital Market Big Data 3.6 Impact Analysis of Dros 3.7 Business Value Analysis 3.8 Value Chain 4 CEM: Enterprise Need & Adoption Trends 4.1 Introduction 4.2 Traditional Crm Vs CEM 4.3 Voice of Customer (Voc) Analytics 4.4 Impact of Cloud 4.5 Social Influence in Customer Experience 4.6 Tools & Techniques Feedback Management Web Content Management Targeting &Personalization Web Analytics &Campaign Management Translation &Localization Services Customer Relationship Management Integrated Voice Response Technology Natural Language Processing Machine Learning Artificial Intelligence Technologies Service Quality Management (Sqm) Service Level Agreement (Sla) Monitoring Service Monitoring Fault Management Performance Management 5 CEM: Market Size & Forecast, By Type 5.1 Introduction 5.2 By Enterprise Feedback Management (Efm) Overview Efm Market Size & Forecast By Region &Industry 5.3 By Web Analytics Overview Web Analytics Market Size & Forecast By Region &Industry 5.4 By Text Analytics Overview Text Analytics Market Size & Forecast By Region &Industry 5.5 By Speech Analytics Overview Speech Analytics Market Size & Forecast By Region &Industry 5.6 Others Overview Other Market Size & Forecast By Region &Verticals 6 Customer Experience Management: Market Size & Forecast, By Channel/Touch Point 6.1 Introduction 6.2 By Company Website Overview Company Website Market Size & Forecast By Region &Industry 6.3 By Branch/Store Overview

4 6.3.2 Branch/Store Market Size & Forecast By Region &Industry 6.4 By Web Overview Web Market Size & Forecast By Region &Industry 6.5 By Call Center Overview Call Ceter Market Size & Forecast By Region &Industry 6.6 By Mobile Overview Mobile Market Size & Forecast By Region &Industry 6.7 By Social Media Overview Social Media Market Size & Forecast By Region &Industry 7 Customer Experience Management: Market Size & Forecast, By Organization Size 7.1 Introduction 7.2 Small &Medium Businesses (SMB) Overview Small &Medium Businesses Market Size & Forecast By Region &Industry 7.3 Enterprises Overview Market Size & Forecast 8 Customer Experience Management: Market Size & Forecast, By Vertical Segment 8.1 Introduction 8.2 Communication Services Overview Communication Service Market Size & Forecast By Type 8.3 Public Sector, Energy,& Utilities Overview Market Size & Forecast 8.4 Banking, Finance,& Insurance Overview Market Size & Forecast 8.5 Healthcare Overview Market Size & Forecast 8.6 Automotive & Transportation Overview Automotive & Transportation Market Size & Forecast 8.7 Consumer Goods & Retail Overview Consumer Goods &Retailmarket Size & Forecastby Type 8.8 Media & Entertainment Overview Media & Entertainment Market Size & Forecast By Type 8.9 Travel & Hospitality Overview Travel & Hospitality Market Size & Forecast By Type 8.10 Manufacturing Overview Market Size & Forecast 8.11 Others Overview Others Market Size & Forecast By Type 9 Telco Customer Experience Management Through Network Management: Market Size & Forecast 9.1 Introduction 9.2 Market Overview & Current Trends 9.3 Sqm & Sla Monitoring Trends 9.4 Competitors 9.5 Telecom CEM Market Size & Forecasts By Region

5 10 Customer Experience Management: Market Size & Forecast, By Region 10.1 Introduction 10.2 North America Overview North America Market Size & Forecast By Type 10.3 Latin America Overview Market Size & Forecast 10.4 Europe Market Size & Forecast 10.5 Asia-Pacific (APAC) APAC Market Size & Forecast By Type 10.6 Middle East & Africa Market Size & Forecast 11 Customer Experience Management: Best Practices & Growth Factors 11.1 Consulting Services Overall Approach 11.2 Customer Experience Best Practices Future Trends 11.3 Vertical Penetration Growth Factors Future Trends 11.4 Enterprise Adoption Roadmap 12 Competitive Landscape 12.1 Competitive Ecosystem 13 Company Profiles (Key Industry Players) 13.1 Adobe Systems Incorporated Overview Products & Services Strategy & Analyst Insights Developments MNM View 13.2 Alcatel-Lucent Overview Products & Services Strategy & Analyst Insights Developments MNM View 13.3 Amdocs Limited Overview Products & Services Strategy & Analyst Insights Developments MNM View 13.4 Cisco Systems, Inc Overview Products & Services Strategy & Analyst Insights Developments MNM View 13.5 Ericsson Overview Products & Services Strategy & Analyst Insights Developments MNM View 13.6 Huawei Overview Products &Services

6 Strategies & Insights Developments MNM View 13.7 Hewlett-Packard Company Overview Products & Services Strategy & Analyst Insights Developments MNM View 13.8 Ibm Overview Products & Services Strategy & Analyst Insights Developments MNM View 13.9 Nokia Siemens Networks Overview Products & Services Strategy & Analyst Insights Developments MNM View Oracle Corporation Overview Products & Services Strategy & Analyst Insights Developments MNM View Appendix Mergers and Acquisitions (M&A) List of Tables (134 Tables) Table 1 CEM: Forecast Assumptions Table 2 Global Customer Experience Management Market Revenue, By Geography, ($Million) Table 3 CRM Vs CEM Table 4 CEM: BFSI, Market Size, By Applications, ($Million) Table 5 CEM: Banking and Financial Services, Market Growth, By Applications, , Y-O-Y (%) Table 6 Customer Experience Management: North America EFM Market Revenue, By Industry, ($Million) Table 7 Latin America EFM Market Revenue, By Industry, ($Million) Table 8 European Efm Market Revenue, By Industry, ($Million) Table 9 APAC Efm Market Revenue, By Industry, ($Million) Table 10 MEA Efm Market Revenue, By Industry, ($Million) Table 11 North America Web Analytics Market Revenue, By Industry, ($Million) Table 12 Latin America Web Analytics Market Revenue, By Industry, ($Million) Table 13 Europe Web Analytics Market Revenue, By Industry, ($Million) Table 14 APAC Web Analytics Market Revenue, By Industry, ($Million) Table 15 MEA Web Analytics Market Revenue, By Industry, ($Million) Table 16 North America Text Analytics Market Revenue, By Industry, ($Million) Table 17 Latin America Text Analytics Market Revenue, By Industry, ($Million) Table 18 Europe Text Analytics Market Revenue, By Industry, ($Million) Table 19 APAC Text Analytics Market Revenue, By Industry, ($Million) Table 20 MEA Text Analytics Market Revenue, By Industry, ($Million) Table 21 CEM: North America Speech Analytics Market Revenue, By Industry, ($Million) Table 22 Latin America Speech Analytics Market Revenue, By Industry, ($Million) Table 23 Europe Speech Analytics Market Revenue, By Industry, ($Million) Table 24 APAC Speech Analytics Market Revenue, By Industry, ($Million) Table 25 MEA Speech Analytics Market Revenue, By Industry, ($Million) Table 26 North America Others Market Revenue, By Industry, ($Million) Table 27 Latin America Others Market Revenue, By Industry, ($Million) Table 28 Europe Others Market Revenue, By Industry, ($Million)

7 Table 29 APAC Others Market Revenue, By Industry, ($Million) Table 30 Customer Experience Management: MEA Others Market Revenue, By Industry, ($Million) Table 31 CEM: Market Size, By Touch Points, ($Million) Table 32 CEM: Banking and Financial Services, Market Growth, By Applications, , Y-O-Y (%) Table 33 North America Company Website Market Revenue, By Industry, ($Million) Table 34 Latin America Company Website Market Revenue, By Industry, ($Million) Table 35 Europe Company Website Market Revenue, By Industry, ($Million) Table 36 APAC Company Website Market Revenue, By Industry, ($Million) Table 37 MEA Company Website Market Revenue, By Industry, ($Million) Table 38 North America Branch/ Store Market Revenue, By Industry, ($Million) Table 39 Latin America Branch/ Store Market Revenue, By Industry, ($Million) Table 40 Europe Branch/Store Market Revenue, By Industry, ($Million) Table 41 APAC Branch/Store Market Revenue, By Industry, ($Million) Table 42 MEA Branch/Store Market Revenue, By Industry, ($Million) Table 43 North America Web Market Revenue, By Industry, ($Million) Table 44 Latin America Web Market Revenue, By Industry, ($Million) Table 45 Europe Web Market Revenue, By Industry, ($Million) Table 46 APAC Web Market Revenue, By Industry, ($Million) Table 47 MEA Web Market Revenue, By Industry, ($Million) Table 48 North America Call Center Market Revenue, By Industry, ($Million) Table 49 Latin America Call Center Market Revenue, By Industry, ($Million) Table 50 Europe Call Center Market Revenue, By Industry, ($Million) Table 51 APAC Call Center Market Revenue, By Industry, ($Million) Table 52 MEA Call Center Market Revenue, By Industry, ($Million) Table 53 North America Mobile Market Revenue, By Industry, ($Million) Table 54 Latin America Mobile Market Revenue, By Industry, ($Million) Table 55 Europe Mobile Market Revenue, By Industry, ($Million) Table 56 APAC Mobile Market Revenue, By Industry, ($Million) Table 57 MEA Mobile Market Revenue, By Industry, ($Million) Table 58 North America Social Media Market Revenue, By Industry, ($Million) Table 59 Latin America Social Media Market Revenue, By Industry, ($Million) Table 60 Europe Social Media Market Revenue, By Industry, ($Million) Table 61 APAC Social Media Market Revenue, By Industry, ($Million) Table 62 MEA Social Media Market Revenue, By Industry, ($Million) Table 63 CEM: Bfsi, Market Size, By Organization Size, ($Million) Table 64 CEM: Market Growth, By Organization Size, , Y-O-Y (%) Table 65 NA Small and Medium Business Market Revenue, By Industry, ($Million) Table 66 LA Small and Medium Business Market Revenue, By Industry, ($Million) Table 67 Europe Small and Medium Business Market Revenue, By Industry, ($Million) Table 68 APAC Small and Medium Business Market Revenue, By Industry, ($Million) Table 69 MEA Small and Medium Business Market Revenue, By Industry, ($Million) Table 70 NA Large Enterprises Market Revenue, By Geography, ($Million) Table 71 LA Small and Medium Business Market Revenue, By Industry, ($Million) Table 72 Europe Small and Medium Business Market Revenue, By Industry, ($Million) Table 73 APAC Small and Medium Business Market Revenue, By Industry, ($Million) Table 74 MEA Small and Medium Business Market Revenue, By Industry, ($Million) Table 75 CEM: Market Size, By Verticals, ($Million) Table 76 CEM: Market Growth, By Verticals, , Y-O-Y (%) Table 77 Customer Experience Management: Communication Services Industry Market Revenue, By Types, ($Million) Table 78 Communication Services Industry Market Revenue, By Touch Points, ($Million) Table 79 Communication Services Industry Market Revenue, By Organization Size, ($Million) Table 80 Communication Services Industry Market Revenue, By Geography, ($Million) Table 81 Customer Experience Management: Public Sector, Energy & Utilities Industry Market Revenue, By Types, ($Million) Table 82 Public Sector, Energy & Utilities Industry Market Revenue, By Touch Points, ($Million) Table 83 Public Sector, Energy & Utilities Industry Market Revenue, By Organization Size, ($Million) Table 84 Public Sector, Energy & Utilities Industry Market Revenue, By Geography, ($Million) Table 85 Customer Experience Management: Banking, Finance & Insurance Industry Market Revenue, By Types, ($Million) Table 86 Banking, Finance & Insurance Industry Market Revenue, By Touch Points, ($Million) Table 87 Banking, Finance & Insurance Industry Market Revenue, By Organization Size, ($Million) Table 88 Banking, Finance & Insurance Industry Market Revenue, By Geography, ($Million)

8 Table 89 Customer Experience Management: Healthcare Industry Market Revenue, By Types, ($Million) Table 90 Healthcare Industry Market Revenue, By Touch Points, ($Million) Table 91 Healthcare Industry Market Revenue, By Organization Size, ($Million) Table 92 Healthcare Industry Market Revenue, By Geography, ($Million) Table 93 Customer Experience Management: Automotive & Transportation Industry Market Revenue, By Types, ($Million) Table 94 Automotive & Transportation Industry Market Revenue, By Touch Points, ($Million) Table 95 Automotive & Transportation Industry Market Revenue, By Organization Size, ($Million) Table 96 Automotive & Transportation Industry Market Revenue, By Geography, ($Million) Table 97 Customer Experience Management: Consumer Goods & Retail Industry Market Revenue, By Types, ($Million) Table 98 Consumer Goods & Retail Industry Market Revenue, By Touch Points, ($Million) Table 99 Consumer Goods & Retail Industry Market Revenue, By Organization Size, ($Million) Table 100 Consumer Goods & Retail Industry Market Revenue, By Geography, ($Million) Table 101 Customer Experience Management: Media & Entertainment Industry Market Revenue, By Types, ($Million) Table 102 Customer Experience Management: Media & Entertainment Industry Market Revenue, By Touch Points, ($Million) Table 103 Media & Entertainment Industry Market Revenue, By Organization Size, ($Million) Table 104 Media & Entertainment Industry Market Revenue, By Geography, ($Million) Table 105 Customer Experience Management: Travel & Hospitality Industry Market Revenue, By Types, ($Million) Table 106 Travel & Hospitality Industry Market Revenue, By Touch Points, ($Million) Table 107 Travel & Hospitality Industry Market Revenue, By Organization Size, ($Million) Table 108 Travel & Hospitality Industry Market Revenue, By Geography, ($Million) Table 109 Customer Experience Management: Manufacturing Industry Market Revenue, By Types, ($Million) Table 110 Manufacturing Industry Market Revenue, By Touch Points, ($Million) Table 111 Manufacturing Industry Market Revenue, By Organization Size, ($Million) Table 112 Manufacturing Industry Market Revenue, By Geography, ($Million) Table 113 Customer Experience Management: Others Industry Market Revenue, By Types, ($Million) Table 114 Others Industry Market Revenue, By Touch Points, ($Million) Table 115 Others Industry Market Revenue, By Organization Size, ($Million) Table 116 Others Industry Market Revenue, By Geography, ($Million) Table 117 Telco Customer Experience Management: Market Revenue, By Geography, ($Million) Table 118 CEM: Market Size, By Region, ($Million) Table 119 CEM: Banking and Financial Services, Market Growth, By Applications, , Y-O-Y (%) Table 120 North America Market Revenue, By Types, ($Million) Table 121 North America Market Revenue, By Touch Points, ($Million) Table 122 North America Market Revenue, By Organization Size, ($Million) Table 123 Latin America Market Revenue, By Types, ($Million) Table 124 Latin America Market Revenue, By Touch Points, ($Million) Table 125 Latin America Market Revenue, By Organization Size, ($Million) Table 126 Europe Market Revenue, By Types, ($Million) Table 127 Europe Market Revenue, By Touch Points, ($Million) Table 128 Europe Market Revenue, By Organization Size, ($Million) Table 129 APAC Market Revenue, By Types, ($Million) Table 130 APAC Market Revenue, By Touch Points, ($Million) Table 131 APAC Market Revenue, By Organization Size, ($Million) Table 132 MEA Market Revenue, By Types, ($Million) Table 133 MEA Market Revenue, By Touch Points, ($Million) Table 134 MEA Market Revenue, By Organization Size, ($Million) List of Figures (16 Figures) Figure 1 Customer Experience Management: Research Methodology Figure 2 Global CEM Market: Data Triangulation and Market Forecasting Figure 3 CEM: Market Size, ($Million), Market Growth, (Y-O-Y %) Figure 4 CEM Process Figure 5 Evolution of CEM

9 Figure 6 Customer Experience Management: Market Segmentation Figure 7 CEM: Time-Impact Analysis of Dynamics Figure 8 Business Value Analysis Figure 9 Customer Experience Management: Ecosystem Figure 10 CEM: Market Size, By Types ($Million), Market Growth, (Y-O-Y %) Figure 11 CEM: Market Size, By Touchpoints ($Million), Market Growth, (Y-O-Y %) Figure 12 CEM: Market Size, By Organization Size ($Million), Market Growth, (Y-O-Y %) Figure 13 CEM: Market Size, By Verticals ($Million), Market Growth, (Y-O-Y %) Figure 14 Customer Experience Management: Market Size, By Verticals ($Million), Market Growth, (Y-O-Y %) Figure 15 Enterprise & SMB Adoption Roadmap Figure 16 Competitive Ecosystem Ordering: Order Online - Order by Fax - using the form below Order by Post - print the order form below and send to Research and Markets, Guinness Centre, Taylors Lane, Dublin 8, Ireland.

10 Page 1 of 2 Fax Order Form To place an order via fax simply print this form, fill in the information below and fax the completed form to (from USA) or (from Rest of World). If you have any questions please visit Order Information Please verify that the product information is correct and select the format(s) you require. Product Name: Web Address: Office Code: Customer Experience Management Market (VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics) - Advanced Technologies, Touch Points, Adoption Trends, Market Size & Forecasts ( ) SC Product Formats Please select the product formats and quantity you require: Electronic (PDF) - Single User: Electronic (PDF) Users: Electronic (PDF) - Site License: Electronic (PDF) - Enterprisewide: Quantity USD 4650 USD 5650 USD 7150 USD 9000 Contact Information Please enter all the information below in BLOCK CAPITALS Title: Mr Mrs Dr Miss Ms Prof First Name: Last Name: Address: * Job Title: Organisation: Address: City: Postal / Zip Code: Country: Phone Number: Fax Number: * Please refrain from using free accounts when ordering (e.g. Yahoo, Hotmail, AOL)

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