Customer Experience Management Cem In Telecommunication Market

Customer Experience Management (CEM) In Telecommunication Market: Global Industry Analysis and Opportunity Assessment 2016-2026

  • Ongoing
  • October 2020
  • REP-GB-1875
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This Customer Experience Management Cem In Telecommunication market study offers a comprehensive analysis of the business models, key strategies, and respective market shares of some of the most prominent players in this landscape. Along with an in-depth commentary on the key influencing factors, market statistics in terms of revenues, segment-wise data, region-wise data, and country-wise data are offered in the full study. This study is one of the most comprehensive documentation that captures all the facets of the evolving Customer Experience Management Cem In Telecommunication market.

CEM can be defined as a management technique that acquires relevant information about the customer, through different types of interactions. This acquired data is useful for improving the customer’s experience in the future. Customer’s experience develops over a period of time, influenced by the services offered to them. When a customer is ready to purchase more than one service, it becomes essential for the company to generate a complete profile of its customers. Having the clear understanding of customers’ experiences, will help telecom providers to offer improved services that meet an individual’s needs. Many companies are coming up with interactive ways to better understand their customer’s experience. This transformation is helping the telecommunication industry grow tremendously. The major drawback here is investing time and money to cater to every individual customer’s requirements. Developing a virtual agent to tackle the issues generated by the customer, also calls for large investments for developing and training. Even after putting in a huge amount of money, the customer might not be satisfied with the response.

Customer Experience Management (CEM) in Telecommunication Market: Drivers

Customers are becoming more aware about the services offered to them, and are equally keen in helping companies to offer better services. Many companies are realizing the importance their customers’ experience hold, and are using this to improve the standards of the products they offer. This is driving the growth of the market. However, the cost involved in the digitization of the customer experience management is impeding the growth of the market.

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Customer Experience Management (CEM) in Telecommunication Market: Segmentation

The segmentation of customer experience management can be done on the basis of types of interaction, verticals, organization, application market and region. The types of interaction could be classified into human to human interaction, and machine to human interaction. Human to human interaction could be further sub segmented on the basis of medium of communication, i.e., in the branch or store, on call, on web chat, on social media, and e-mail. Machine to human interaction can be sub segmented on the basis of medium of communication into, on call, on web chat, on social media, and through interactive applications. On the basis of verticals, it is segmented into telecommunication service providers and companies manufacturing telecommunication devices.  

Customer Experience Management (CEM) in Telecommunication Market: Regional Outlook

The customer experience management market is expect to grow vastly in the coming years. North America and Europe are the expected upcoming leaders in this market, owing to the fact that their telecommunication industry has long been investing in customer interaction. Whereas, Latin America, Asia Pacific and Middle East and Africa are expected to see a moderate growth in their market.

Customer Experience Management (CEM) in Telecommunication: Competition Landscape

Some of the key players in the market are, Adobe Systems Inc., Tech Mahindra, SAP SE, Medallia, IBM, Oracle Corporation, Verint Systems, Amdocs Inc., Hewlett-Packard Development Company, Huawei Technologies Co., Ltd, Ericsson, Cisco Systems Inc. and Clarabridge. Recently, McorpCX, Inc., a customer experience software and consulting leader, acquired a leading company in customer experience management called, PersonaDrive, Inc. Companies grow their market by following business strategies like acquisition, partnerships and others.

The report covers exhaustive analysis on:

  • Customer Experience Management (CEM) in Telecommunication Market Segments
  • Customer Experience Management (CEM) in Telecommunication Market Dynamics
  • Historical Actual Market Size, 2013 - 2015
  • Supply Chain Analytics Market Size & Forecast 2016 to 2026
  • Customer Experience Management (CEM) in Telecommunication Market Current Trends/Issues/Challenges
  • Competition & Companies involved
  • Technology
  • Value Chain
  • Customer Experience Management (CEM) in Telecommunication Market Drivers and Restraints

Regional analysis for Customer Experience Management (CEM) in Telecommunication Market includes

  • North America
    • US & Canada
  • Latin America
    • Brazil, Mexico, Others
  • Western Europe
    • EU5
    • Nordics
    • Benelux
  • Eastern Europe
    • Russia
    • Poland
    • Rest of Eastern Europe
  • Asia Pacific
    • Australia and New Zealand (ANZ)
    • Greater China
    • India
    • ASEAN
    • Rest of Asia Pacific
  • Japan
  • Middle East and Africa
    • GCC Countries
    • Other Middle East
    • North Africa
    • South Africa
    • Other Africa

The report is a compilation of first-hand information, qualitative and quantitative assessment by industry analysts, inputs from industry experts and industry participants across the value chain. The report provides in-depth analysis of parent market trends, macro-economic indicators and governing factors along with market attractiveness as per segments. The report also maps the qualitative impact of various market factors on market segments and geographies.

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Customer Experience Management Cem In Telecommunication Market

Report Highlights:

  • Detailed overview of parent market
  • Changing market dynamics in the industry
  • In-depth market segmentation
  • Historical, current and projected market size in terms of volume and value
  • Recent industry trends and developments
  • Competitive landscape
  • Strategies of key players and products offered
  • Potential and niche segments, geographical regions exhibiting promising growth
  • A neutral perspective on market performance
  • Must-have information for market players to sustain and enhance their market footprint
Frequently Asked Questions

What research methodology is used to develop the Customer Experience Management Cem In Telecommunication Market report?
  • FMI utilizes three branched methods to derive market measurements used to compile any report study (data derivation, triangulation and validation).
  • These approaches include accumulating data from both primary and secondary sources
  • Primary research involves interviews with industry operators and FMI's network of contacts spanning the world's value chain of the Customer Experience Management Cem In Telecommunication Market. This is supported by a comprehensive literature analysis of information gathered through secondary sources
  • Analysis of several middle market stakeholders for country-wise data

In addition to up-to-date market figures and customized of the Customer Experience Management Cem In Telecommunication Market, FMI offer consulting services to help businesses within industry navigate challenges and take well-informed decisions amidst the breakneck competition.

  • Most of the competitors are segregated according to their market share in 'Tier' wise statures.
  • Global market participants are scrutinized and global competition metrics are included with numerous competitor profiles referring to their business background and go-to market strategies.
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