【レポートの概要（一部）】
1 Introduction (Page No. – 13)
1.1 Objectives of the Study
1.2 Market Definition
1.3 Study Scope
1.3.1 Markets Covered
1.3.2 Years Considered for the Study
1.4 Currency
1.5 Limitations
1.6 Stakeholders
2 Research Methodology (Page No. – 16)
2.1 Research Data
2.1.1 Secondary Data
2.1.1.1 Key Data From Secondary Sources
2.1.2 Primary Data
2.1.2.1 Key Data Taken From Primary Sources
2.1.2.2 Key Industry Insights
2.1.2.3 Breakdown of Primary Interviews
2.2 Market Size Estimation
2.3 Assumptions
3 Executive Summary (Page No. – 23)
4 Premium Insights (Page No. – 28)
4.1 Attractive Market Opportunities in the Market
4.2 Market By Touchpoint
4.3 Customer Experience Management Market
4.4 Market Potential
4.5 Market By Vertical
5 Market Overview (Page No. – 31)
5.1 Introduction
5.2 Evolution
5.3 Market Segmentation
5.3.1 By Touchpoint
5.3.2 By Vertical
5.3.3 By Region
5.4 Market Dynamics
5.4.1 Drivers
5.4.1.1 Need for Consistent Customer Experience Management Throughout Customer Journey
5.4.1.2 Reducing Churn Out Rate of Customers
5.4.1.3 Rising Need of Competitive Differentiation
5.4.1.4 Growing E-Commerce and M-Commerce
5.4.2 Restraints
5.4.2.1 Complexity in Data Synchronization
5.4.2.2 Subjective Expectations of Customers
5.4.3 Opportunities
5.4.3.1 Major Focus on Virtual Touchpoints
5.4.3.2 Integral Part of Digital Market
5.4.4 Challenges
5.4.4.1 Choosing the Right Mix of Technology and Personnel
6 Customer Experience Management Market, By Touchpoint (Page No. – 38)
6.1 Introduction
6.2 Company Website
6.3 Branches/Stores
6.4 Web
6.5 Call Center
6.6 Mobile
6.7 Social Media
6.8 Email
6.9 Others
7 Customer Experience Management Market, By Vertical (Page No. – 50)
7.1 Introduction
7.2 IT Communication Service Providers
7.3 Telecommunication Service Providers
7.4 Public Sector, Energy & Utilities
7.5 Banking, Financial Services & Insurance
7.6 Healthcare
7.7 Automotive & Transportation
7.8 Consumer Goods & Retail
7.9 Media & Entertainment
7.10 Travel & Hospitality
7.11 Manufacturing
7.12 Others
8 Regional Analysis (Page No. – 59)
8.1 Introduction
8.2 North America
8.3 Europe
8.4 Asia-Pacific
8.5 Middle East & Africa
8.6 Latin America
9 Competitive Landscape (Page No. – 83)
9.1 Overview
9.2 Competitive Situation and Trends
9.2.1 New Product Development & Launches
9.2.2 Acquisitions
9.2.3 Agreements, Partnerships & Collaborations
10 Company Profiles (Page No. – 88)
10.1 Introduction
(Overview, Financials, Products & Services, Strategy, and Developments)*
10.2 Adobe Systems Incorporated
10.3 Oracle Corporation
10.4 IBM Corporation
10.5 Nokia Networks
10.6 Avaya, Inc.
10.7 Opentext Corporation
10.8 Tech Mahindra Limited
10.9 SDL PLC
10.10 SAS Institute Inc.
10.11 Medallia Inc
10.12 Satmetrix Systems Inc.
10.13 Clarabridge Inc.
10.14 Maritzcx
*Details on Overview, Financials, Product & Services, Strategy, and Developments Might Not Be Captured in Case of Unlisted Companies.
11 Appendix (Page No. – 123)
11.1 Other Developments
11.2 Industry Experts
11.3 Discussion Guide
11.4 Knowledge Store: Marketsandmarkets’ Subscription Portal
11.5 Introducing RT: Real-Time Market Intelligence
11.6 Available Customizations
11.7 Related Reports
11.8 Author Details
【レポート販売概要】
■ タイトル：顧客経験管理（CEM）の世界市場予測（～2021）■ 英文：Customer Experience Management Market by Touch Point (Company Website, Branch/Store, Web, Call Center), Vertical (IT Communication Service Provider, BFSI, Healthcare, Manufacturing, Travel & hospitality), and Region - Global Forecast to 2021
■ 発行日：2016年11月23日
■ 調査会社：MarketsandMarkets
■ 商品コード：MAM-TC-2625
■ 調査対象地域：グローバル
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