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TABLE OF CONTENTS
1 INTRODUCTION
1.1 OBJECTIVES
1.2 REPORT DESCRIPTION
1.3 MARKETS COVERED
1.4 STAKEHOLDERS
1.5 RESEARCH METHODOLOGY
1.5.1 DATA TRIANGULATION & MARKET FORECASTING
1.6 FORECAST ASSUMPTIONS
2 EXECUTIVE SUMMARY
2.1 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
3.4.1 ENGAGE PRESENT CUSTOMERS FOR SUSTAINABLE GROWTH
3.5 MARKET DYNAMICS
3.5.1 DRIVERS
3.5.1.1 Retaining Customers
3.5.1.2 Competitive Differentiation
3.5.1.3 Global Economic Slowdown
3.5.1.4 Online Experience
3.5.2 RESTRAINTS
3.5.2.1 Complexity in Data Synchronization
3.5.2.2 Expectations are Subjective
3.5.3 OPPORTUNITIES
3.5.3.1 Major Focus on Virtual Side
3.5.3.2 Integral Part of Digital Market
3.5.3.3 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
4.6.1 FEEDBACK MANAGEMENT
4.6.2 WEB CONTENT MANAGEMENT (WCM)
4.6.3 TARGETING & PERSONALIZATION
4.6.4 WEB ANALYTICS
4.6.5 EMAIL & CAMPAIGN MANAGEMENT
4.6.6 TRANSLATION & LOCALIZATION SERVICES
4.6.7 CUSTOMER RELATIONSHIP MANAGEMENT
4.6.8 INTEGRATED VOICE RESPONSE TECHNOLOGY
4.6.9 NATURAL LANGUAGE PROCESSING
4.6.10 MACHINE LEARNING
4.6.11 ARTIFICIAL INTELLIGENCE TECHNOLOGIES
4.6.12 SERVICE QUALITY MANAGEMENT (SQM)
4.6.13 SERVICE LEVEL AGREEMENT (SLA) MONITORING
4.6.14 SERVICE MONITORING
4.6.15 FAULT MANAGEMENT
4.6.16 PERFORMANCE MANAGEMENT
5 CEM: MARKET SIZE & FORECAST BY TYPE
5.1 INTRODUCTION
5.2 ENTERPRISE FEEDBACK MANAGEMENT (EFM)
5.2.1 OVERVIEW
5.2.2 NORTH AMERICA EFM MARKET SIZE & FORECAST BY VERTICAL
5.2.3 LATIN AMERICA EFM MARKET SIZE & FORECAST BY VERTICAL
5.2.4 EUROPE EFM MARKET SIZE & FORECAST BY VERTICAL
5.2.5 APAC EFM MARKET SIZE & FORECAST BY VERTICAL
5.2.6 MEA EFM MARKET SIZE & FORECAST BY VERTICAL
5.3 WEB ANALYTICS
5.3.1 OVERVIEW
5.3.2 NORTH AMERICA WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.3.3 LATIN AMERICA WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.3.4 EUROPE WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.3.5 APAC WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.3.6 MEA WEB ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.4 TEXT ANALYTICS
5.4.1 OVERVIEW
5.4.2 NORTH AMERICA TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.4.3 LATIN AMERICA TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.4.4 EUROPE TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.4.5 APAC TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.4.6 MEA TEXT ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.5 SPEECH ANALYTICS
5.5.1 OVERVIEW
5.5.2 NORTH AMERICA SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.5.3 LATIN AMERICA SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.5.4 EUROPE SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.5.5 APAC SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.5.6 MEA SPEECH ANALYTICS MARKET SIZE & FORECAST BY VERTICAL
5.6 OTHERS
5.6.1 OVERVIEW
5.6.2 NORTH AMERICA OTHER MARKET SIZE & FORECAST BY VERTICAL
5.6.3 LATIN AMERICA OTHER MARKET SIZE & FORECAST BY VERTICAL
5.6.4 EUROPE OTHER MARKET SIZE & FORECAST BY VERTICAL
5.6.5 APAC OTHER MARKET SIZE & FORECAST BY VERTICAL
5.6.6 MEA OTHER MARKET SIZE & FORECAST BY VERTICAL
6 CEM MARKET SIZE & FORECAST, BY CHANNEL/TOUCH POINT
6.1 INTRODUCTION
6.2 BY COMPANY WEBSITE
6.2.1 OVERVIEW
6.2.2 NORTH AMERICA COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL
6.2.3 LATIN MAERICA COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL
6.2.4 EUROPE COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL
6.2.5 APAC COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL
6.2.6 MEA COMPANY WEBSITE MARKET SIZE & FORECAST BY VERTICAL
6.3 BY BRANCH/STORE
6.3.1 OVERVIEW
6.3.2 NORTH AMERICA BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL
6.3.3 LATIN AMERICA BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL
6.3.4 EUROPE BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL
6.3.5 APAC BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL
6.3.6 MEA BRANCH/STORE MARKET SIZE & FORECAST BY VERTICAL
6.4 BY WEB
6.4.1 OVERVIEW
6.4.2 NORTH AMERICA WEB MARKET SIZE & FORECAST BY VERTICAL
6.4.3 LATIN AMERICA WEB MARKET SIZE & FORECAST BY VERTICAL
6.4.4 EUROPE WEB MARKET SIZE & FORECAST BY VERTICAL
6.4.5 APAC WEB MARKET SIZE & FORECAST BY VERTICAL
6.4.6 MEA WEB MARKET SIZE & FORECAST BY VERTICAL
6.5 BY CALL CENTER
6.5.1 OVERVIEW
6.5.2 NORTH AMERICA CALL CENTER MARKET SIZE & FORECAST BY VERTICAL
6.5.3 LATIN AMERICA CALL CENTER MARKET SIZE & FORECAST BY VERTICAL
6.5.4 EUROPE CALL CENTER MARKET SIZE & FORECAST BY VERTICAL
6.5.5 APAC CALL CENTER MARKET SIZE & FORECAST BY VERTICAL
6.5.6 MEA CALL CENTER MARKET SIZE & FORECAST BY VERTICAL
6.6 BY MOBILE
6.6.1 OVERVIEW
6.6.2 NORTH AMERICA MOBILE MARKET SIZE & FORECAST BY VERTICAL
6.6.3 LATIN AMERICA MOBILE MARKET SIZE & FORECAST BY VERTICAL
6.6.4 EUROPE MOBILE MARKET SIZE & FORECAST BY VERTICAL
6.6.5 APAC MOBILE MARKET SIZE & FORECAST BY VERTICAL
6.6.6 MEA MOBILE MARKET SIZE & FORECAST BY VERTICAL
6.7 BY SOCIAL MEDIA
6.7.1 OVERVIEW
6.7.2 NORTH AMERICA SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL
6.7.3 LATIN AMERICA SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL
6.7.4 EUROPE SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL
6.7.5 APAC SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL
6.7.6 MEA SOCIAL MEDIA MARKET SIZE & FORECAST BY VERTICAL
7 CEM: MARKET SIZE & FORECAST, BY ORGANIZATION SIZE
7.1 INTRODUCTION
7.2 SMALL & MEDIUM BUSINESSES (SMBS)
7.2.1 OVERVIEW
7.2.2 NORTH AMERICA SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL
7.2.3 LATIN AMERICA SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL
7.2.4 EUROPE SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL
7.2.5 APAC SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL
7.2.6 MEA SMALL & MEDIUM BUSINESS MARKET SIZE & FORECAST BY VERTICAL
7.3 ENTERPRISES
7.3.1 OVERVIEW
7.3.2 NORTH AMERICA ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL
7.3.3 LATIN AMERICA ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL
7.3.4 EUROPE ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL
7.3.5 APAC ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL
7.3.6 MEA ENTERPRISES MARKET SIZE & FORECAST BY VERTICAL
8 CEM: MARKET SIZE & FORECAST, BY VERTICAL SEGMENT
8.1 INTRODUCTION
8.2 COMMUNICATION SERVICES
8.2.1 OVERVIEW
8.2.2 COMMUNICATION SERVICES MARKET SIZE & FORECAST BY TYPE
8.2.3 COMMUNICATION SERVICES MARKET SIZE & FORECAST BY TOUCH POINT
8.2.4 COMMUNICATION SERVICES MARKET SIZE & FORECAST BY ORGANIZATION SIZE
8.2.5 COMMUNICATION SERVICES MARKET SIZE & FORECAST BY REGION
8.3 PUBLIC SECTOR, ENERGY, & UTILITIES
8.3.1 OVERVIEW
8.3.2 PUBLIC SECTOR, ENERGY, & UTILITIES MARKET SIZE & FORECAST BY TYPE
8.3.3 PUBLIC SECTOR, ENERGY, & UTILITIES MARKET SIZE & FORECAST BY TOUCH POINT
8.3.4 PUBLIC SECTOR, ENERGY, & UTILITIES MARKET SIZE & FORECAST BY ORGANIZATION SIZE
8.3.5 PUBLIC SECTOR, ENERGY, & UTILITIES MARKET SIZE & FORECAST BY REGION
8.4 BANKING, FINANCE, & INSURANCE
8.4.1 OVERVIEW
8.4.2 BANKING, FINANCE, & INSURANCE MARKET SIZE & FORECAST BY TYPE
8.4.3 BANKING, FINANCE, & INSURANCE MARKET SIZE & FORECAST BY TOUCH POINT
8.4.4 BANKING, FINANCE, & INSURANCE MARKET SIZE & FORECAST, BY ORGANIZATION SIZE
8.4.5 BANKING, FINANCE, & INSURANCE MARKET SIZE & FORECAST BY REGION
8.5 HEALTHCARE
8.5.1 OVERVIEW
8.5.2 HEALTHCARE MARKET SIZE & FORECAST BY TYPE
8.5.3 HEALTHCARE MARKET SIZE & FORECAST BY TOUCH POINT
8.5.4 HEALTHCARE MARKET SIZE & FORECAST BY ORGANIZATION SIZE
8.5.5 HEALTHCARE MARKET SIZE & FORECAST BY REGION
8.6 AUTOMOTIVE & TRANSPORTATION
8.6.1 OVERVIEW
8.6.2 AUTOMOTIVE & TRANSPORTATION MARKET SIZE & FORECAST BY TYPE
8.6.3 AUTOMOTIVE & TRANSPORTATION MARKET SIZE & FORECAST BY TOUCH POINT
8.6.4 AUTOMOTIVE & TRANSPORTATION MARKET SIZE & FORECAST BY ORGANIZATION SIZE
8.6.5 AUTOMOTIVE & TRANSPORTATION MARKET SIZE & FORECAST BY REGION
8.7 CONSUMER GOODS & RETAIL
8.7.1 OVERVIEW
8.7.2 CONSUMER GOODS & RETAIL MARKET SIZE & FORECAST BY TYPE
8.7.3 CONSUMER GOODS & RETAIL MARKET SIZE & FORECAST BY TOUCH POINT
8.7.4 CONSUMER GOODS & RETAIL MARKET SIZE & FORECAST BY REGION
8.8 MEDIA & ENTERTAINMENT
8.8.1 OVERVIEW
8.8.2 MEDIA & ENTERTAINMENT MARKET SIZE & FORECAST BY TYPE
8.8.3 MEDIA & ENTERTAINMENT MARKET SIZE & FORECAST BY TOUCH POINT
8.8.4 MEDIA & ENTERTAINMENT MARKET SIZE & FORECAST BY ORGANIZATION SIZE
8.8.5 MEDIA & ENTERTAINMENT: MARKET SIZE & FORECAST BY REGION
8.9 TRAVEL & HOSPITALITY
8.9.1 OVERVIEW
8.9.2 TRAVEL & HOSPITALITY MARKET SIZE & FORECAST BY TYPE
8.9.3 TRAVEL & HOSPITALITY MARKET SIZE & FORECAST BY TOUCH POINT
8.9.4 TRAVEL & HOSPITALITY MARKET SIZE & FORECAST BY ORGANIZATION SIZE
8.9.5 TRAVEL & HOSPITALITY MARKET SIZE & FORECAST BY REGION
8.10 MANUFACTURING
8.10.1 OVERVIEW
8.10.2 MANUFACTURING MARKET SIZE & FORECAST BY TYPE
8.10.3 MAUFACTURING MARKET SIZE & FORECAST BY TOUCH POINT
8.10.4 MAUFACTURING MARKET SIZE & FORECAST BY ORGANIZATION SIZE
8.10.5 MAUFACTURING MARKET SIZE & FORECAST BY REGION
8.11 OTHERS
8.11.1 OVERVIEW
8.11.2 OTHERS MARKET SIZE & FORECAST BY TYPE
8.11.3 OTHERS MARKET SIZE & FORECAST BY TOUCH POINT
8.11.4 OTHERS MARKET SIZE & FORECAST BY ORGANIZATION SIZE
8.11.5 OTHERS MARKET SIZE & FORECAST BY REGION
9 TELCO CEM: MARKET SIZE & FORECAST
9.1 INTRODUCTION
9.2 MARKET OVERVIEW & CURRENT TRENDS
9.3 SQM & SLA MONITORING TRENDS
9.4 COMPETITORS
9.5 TELCO CEM MARKET SIZE & FORECASTS BY REGION
10 CEM: MARKET SIZE & FORECAST BY REGION
10.1 INTRODUCTION
10.2 NORTH AMERICA (NA)
10.2.1 OVERVIEW
10.2.2 NA: MARKET SIZE & FORECAST BY TYPE
10.3 LATIN AMERICA (LA)
10.3.1 OVERVIEW
10.3.2 LA: MARKET SIZE & FORECAST BY TYPE
10.4 EUROPE
10.4.1 OVERVIEW
10.4.2 EUROPE: MARKET SIZE & FORECAST BY TYPE
10.5 ASIA-PACIFIC (APAC)
10.5.1 OVERVIEW
10.5.2 APAC: MARKET SIZE & FORECAST BY TYPE
10.6 MIDDLE EAST & AFRICA (MEA)
10.6.1 OVERVIEW
10.6.2 MEA: MARKET SIZE & FORECAST BY TYPE
11 CEM: BEST PRACTICES & GROWTH FACTORS
11.1 CONSULTING SERVICES
11.1.1 OVERALL APPROACH
11.2 CUSTOMER EXPERIENCE
11.2.1 BEST PRACTICES
11.2.2 FUTURE TRENDS
11.3 VERTICAL PENETRATION
11.3.1 GROWTH FACTORS
11.3.2 FUTURE TRENDS
11.4 COMPETITIVE ECOSYSTEM
12 COMPANY PROFILES
(Overview, Products & Services, Strategies & Insights, Developments and MnM View)*
12.1 ADOBE SYSTEMS INCORPORATED
12.2 ALCATEL-LUCENT
12.3 AMDOCS LIMITED
12.4 CISCO SYSTEMS, INC.
12.5 ERICSSON
12.6 HUAWEI
12.7 HEWLETT-PACKARD (HP)
12.8 IBM
12.9 NOKIA NETWORKS (NSN)
12.10 ORACLE CORPORATION
*Details on Overview, Products & Services, Strategies & Insights, Developments and MnM View might not be captured in case of unlisted companies.
APPENDIX
MERGERS & ACQUISITIONS (M&A)
LIST OF TABLES
TABLE 1 CEM: FORECAST ASSUMPTIONS
TABLE 2 GLOBAL CUSTOMER EXPERIENCE MANAGEMENT MARKET SIZE,BY REGION, 2014 – 2019 ($MILLION)
TABLE 3 CRM VS CEM
TABLE 4 CEM MARKET SIZE, BY TYPE, 2014 – 2019 ($MILLION)
TABLE 5 CEM MARKET GROWTH, BY TYPE, 2015 – 2019 (Y-O-Y %)
TABLE 6 NORTH AMERICA: EFM MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 7 LATIN AMERICA: EFM MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 8 EUROPE: EFM MARKET SIZE, BY VERTICAL, 2014 – 2019 ($MILLION)
TABLE 9 APAC: EFM MARKET SIZE, BY VERTICAL, 2014 – 2019 ($MILLION)
TABLE 10 MEA: EFM MARKET SIZE, BY VERTICAL, 2014 – 2019 ($MILLION)
TABLE 11 NORTH AMERICA: WEB ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 12 LATIN AMERICA: WEB ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 13 EUROPE: WEB ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 14 APAC: WEB ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 15 MEA: WEB ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 16 NORTH AMERICA: TEXT ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 17 LATIN AMERICA: TEXT ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 18 EUROPE: TEXT ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 19 APAC: TEXT ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 20 MEA: TEXT ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 21 NORTH AMERICA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2014 – 2019 ($MILLION)
TABLE 22 LATIN AMERICA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL, 2014 – 2019 ($MILLION)
TABLE 23 EUROPE: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 24 APAC: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 25 MEA: SPEECH ANALYTICS MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 26 NORTH AMERICA: OTHER TYPES MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 27 LATIN AMERICA: OTHER TYPES MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 28 EUROPE: OTHER TYPES MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 29 APAC: OTHER TYPES MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 30 MEA: OTHER TYPES MARKET SIZE, BY VERTICAL,2014 – 2019 ($MILLION)
TABLE 31 CEM: MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 32 CEM: TOUCH POINT, MARKET GROWTH, BY APPLICATION,2015–2019, (Y-O-Y %)
TABLE 33 NORTH AMERICA: COMPANY WEBSITE MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 34 LATIN AMERICA: COMPANY WEBSITE MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 35 EUROPE: COMPANY WEBSITE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 36 APAC: COMPANY WEBSITE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 37 MEA: COMPANY WEBSITE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 38 NORTH AMERICA: BRANCH/STORE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 39 LATIN AMERICA: BRANCH/STORE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 40 EUROPE: BRANCH/STORE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 41 CAPAC: BRANCH/STORE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 42 MEA: BRANCH/STORE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 43 NORTH AMERICA: WEB MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 44 LATIN AMERICA: WEB MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 45 EUROPE: WEB MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 46 APAC: WEB MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 47 MEA: WEB MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 48 NORTH AMERICA: CALL CENTER MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 49 LATIN AMERICA: CALL CENTER MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 50 EUROPE: CALL CENTER MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 51 APAC: CALL CENTER MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 52 MEA: CALL CENTER MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 53 NORTH AMERICA: MOBILE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 54 LATIN AMERICA: MOBILE MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 55 EUROPE: MOBILE MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 56 APAC: MOBILE MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 57 MEA: MOBILE MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 58 NORTH AMERICA: SOCIAL MEDIA MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 59 LATIN AMERICA: SOCIAL MEDIA MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 60 EUROPE: SOCIAL MEDIA MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 61 APAC: SOCIAL MEDIA MARKET SIZE, BY VERTICAL,2014–2019($MILLION)
TABLE 62 MEA: SOCIAL MEDIA MARKET SIZE, BY VERTICAL,2014–2019 ($MILLION)
TABLE 63 CEM: MARKET SIZE, BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 64 CEM: MARKET GROWTH, BY ORGANIZATION SIZE,2015–2019 (Y-O-Y %)
TABLE 65 NORTH AMERICA: SMALL AND MEDIUM BUSINESS MARKET SIZE,BY VERTICAL, 2014–2019 ($MILLION)
TABLE 66 LATIN AMERICA: SMALL AND MEDIUM BUSINESS MARKET SIZE,BY VERTICAL, 2014–2019 ($MILLION)
TABLE 67 EUROPE: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 68 APAC: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 69 MEA: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 70 NORTH AMERICA: LARGE ENTERPRISES MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 71 LATIN AMERICA: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 72 EUROPE: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 73 APAC: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 74 MEA: SMALL AND MEDIUM BUSINESS MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 75 CEM: MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION)
TABLE 76 CEM: MARKET GROWTH, BY VERTICAL, 2015–2019, (Y-O-Y %)
TABLE 77 COMMUNICATION SERVICES INDUSTRY MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 78 COMMUNICATION SERVICES INDUSTRY MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 79 COMMUNICATION SERVICES INDUSTRY MARKET SIZE, BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 80 COMMUNICATION SERVICES INDUSTRY MARKET SIZE, BY REGION, 2014–2019 ($MILLION)
TABLE 81 PUBLIC SECTOR, ENERGY, AND UTILITIES INDUSTRY MARKET SIZE, BY TYPE, 2014–2019($MILLION)
TABLE 82 PUBLIC SECTOR, ENERGY, AND UTILITIES INDUSTRY MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 83 PUBLIC SECTOR, ENERGY, AND UTILITIES INDUSTRY MARKET SIZE, BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 84 CUSTOMER EXPERIENCE MANAGEMENT: PUBLIC SECTOR, ENERGY, AND UTILITIES INDUSTRY MARKET SIZE, BY REGION, 2014–2019 $MILLION)
TABLE 85 BANKING, FINANCE, AND INSURANCE INDUSTRY MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 86 BANKING, FINANCE, AND INSURANCE INDUSTRY MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 87 BANKING, FINANCE, AND INSURANCE INDUSTRY MARKET SIZE, BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 88 BANKING, FINANCE, AND INSURANCE INDUSTRY MARKET SIZE, BY REGION, 2014–2019 ($MILLION)
TABLE 89 HEALTHCARE INDUSTRY MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 90 HEALTHCARE INDUSTRY MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 91 HEALTHCARE INDUSTRY MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 92 HEALTHCARE INDUSTRY MARKET SIZE, BY REGION,2014–2019 ($MILLION)
TABLE 93 AUTOMOTIVE AND TRANSPORTATION INDUSTRY MARKET SIZE,BY TYPE, 2014–2019 ($MILLION)
TABLE 94 AUTOMOTIVE AND TRANSPORTATION INDUSTRY MARKET SIZE,BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 95 AUTOMOTIVE AND TRANSPORTATION INDUSTRY MARKET SIZE,BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 96 AUTOMOTIVE AND TRANSPORTATION INDUSTRY MARKET SIZE,BY REGION,2014–2019 ($MILLION)
TABLE 97 CONSUMER GOODS AND RETAIL MARKET SIZE, BY TYPE,2014–2019 ($MILLION)
TABLE 98 CONSUMER GOODS AND RETAIL INDUSTRY MARKET SIZE,BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 99 CONSUMER GOODS AND RETAIL INDUSTRY MARKET SIZE,BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 100 CONSUMER GOODS AND RETAIL INDUSTRY MARKET SIZE,BY REGION,2014–2019 ($MILLION)
TABLE 101 MEDIA AND ENTERTAINMENT INDUSTRY MARKET SIZE, BY TYPE,2014–2019 ($MILLION)
TABLE 102 MEDIA AND ENTERTAINMENT INDUSTRY MARKET SIZE,BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 103 MEDIA AND ENTERTAINMENT INDUSTRY MARKET SIZE,BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 104 MEDIA AND ENTERTAINMENT INDUSTRY MARKET SIZE,BY REGION, 2014–2019 ($MILLION)
TABLE 105 TRAVEL AND HOSPITALITY INDUSTRY MARKET SIZE, BY TYPE,2014–2019 ($MILLION)
TABLE 106 TRAVEL AND HOSPITALITY INDUSTRY MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 107 TRAVEL AND HOSPITALITY INDUSTRY MARKET SIZE,BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 108 TRAVEL AND HOSPITALITY INDUSTRY MARKET SIZE, BY REGION,2014–2019 ($MILLION)
TABLE 109 MANUFACTURING INDUSTRY MARKET SIZE, BY TYPE,2014–2019 ($MILLION)
TABLE 110 MANUFACTURING INDUSTRY MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 111 MANUFACTURING INDUSTRY MARKET SIZE, BY ORGANIZATION SIZE, 2014–2019 ($MILLION)
TABLE 112 MANUFACTURING INDUSTRY MARKET SIZE, BY REGION,2014–2019 ($MILLION)
TABLE 113 OTHERS INDUSTRY MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 114 OTHERS INDUSTRY MARKET SIZE, BY TOUCH POINT,2014–2019 ($MILLION)
TABLE 115 OTHERS INDUSTRY MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 116 OTHERS INDUSTRY MARKET SIZE, BY REGION, 2014–2019 ($MILLION)
TABLE 117 TELCO CEM: MARKET SIZE, BY REGION, 2014–2019 ($MILLION)
TABLE 118 CEM: MARKET SIZE, BY REGION, 2014–2019 ($MILLION)
TABLE 119 CEM: MARKET GROWTH, BY REGION, 2015–2019, Y-O-Y (%)
TABLE 120 NA: CEM, MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 121 NA: CEM, MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 122 NA: CEM, MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 123 LA: CEM, MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 124 LA: CEM, MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 125 LA: CEM, MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 126 EUROPE: CEM, MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 127 EUROPE: CEM, MARKET SIZE, BY TOUCH POINT,2014–2019 ($MILLION)
TABLE 128 EUROPE: CEM, MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 129 APAC: CEM, MARKET SIZE,BY TYPE, 2014–2019 ($MILLION)
TABLE 130 APAC: CEM, MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 131 APAC: CEM, MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
TABLE 132 MEA: CEM, MARKET SIZE, BY TYPE, 2014–2019 ($MILLION)
TABLE 133 MEA: CEM, MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION)
TABLE 134 MEA: CEM, MARKET SIZE, BY ORGANIZATION SIZE,2014–2019 ($MILLION)
LIST OF FIGURES
FIGURE 1 CEM: RESEARCH METHODOLOGY
FIGURE 2 GLOBAL CEM MARKET: DATA TRIANGULATION AND MARKET FORECASTING
FIGURE 3 CEM: MARKET SIZE, 2014-2019 ($MILLION), MARKET GROWTH, 2015-2019 (Y-O-Y %)
FIGURE 4 CEM PROCESS
FIGURE 5 EVOLUTION OF CEM
FIGURE 6 CEM: MARKET SEGMENTATION
FIGURE 7 CEM: TIME-IMPACT ANALYSIS OF DYNAMICS
FIGURE 8 BUSINESS VALUE ANALYSIS
FIGURE 9 CEM ECOSYSTEM
FIGURE 10 CEM: MARKET SIZE, BY TYPE, 2014 – 2019 ($MILLION), MARKET GROWTH, 2015 – 2019 (Y-O-Y %)
FIGURE 11 CEM: MARKET SIZE, BY TOUCH POINT, 2014–2019 ($MILLION), MARKET GROWTH, 2015–2019 (Y-O-Y %)
FIGURE 12 CEM: MARKET SIZE, BY ORGANIZATION SIZE, 2014–2019 ($MILLION), MARKET GROWTH, 2015–2019 (Y-O-Y)
FIGURE 13 CEM: MARKET SIZE, BY VERTICAL, 2014–2019 ($MILLION), MARKET GROWTH, 2015–2019 (Y-O-Y %)
FIGURE 14 CEM: MARKET SIZE, BY VERTICAL 2014–2019 ($MILLION), MARKET GROWTH, 2015–2019 (Y-O-Y %)
FIGURE 15 COMPETITIVE ECOSYSTEM
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