【レポートの概要（一部）】
1 Introduction (Page No. – 16)
1.1 Objectives of the Study
1.2 Market Definition
1.3 Market Scope
1.3.1 Markets Covered
1.3.2 Year
1.4 Currency
1.5 Stakeholders
2 Research Methodology (Page No. – 19)
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. – 26)
4 Premium Insights (Page No. – 30)
4.1 Attractive Market Opportunities in CEM Market
4.2 CEM Market – Top Four Verticals
4.3 Global Customer Experience Management Market
4.4 CEM Market Potential
4.5 Customer Experience Management Vertical Market (2020)
4.6 Customer Experience Management Regional Market
4.7 Lifecycle Analysis, By Region, 2015
5 Customer Experience Management Market Overview (Page No. – 34)
5.1 Introduction
5.2 Evolution
5.3 Market Segmentation
5.4 Market Dynamics
5.4.1 Drivers
5.4.1.1 Retaining Customers
5.4.1.2 Competitive Differentiation
5.4.1.3 Global Economic Slowdown
5.4.1.4 Online Experience
5.4.2 Restraints
5.4.2.1 Complexity in Data Synchronization
5.4.2.2 Expectations are Subjective
5.4.3 Challenges
5.4.3.1 Big Data
5.4.3.2 Choosing the Right Technology
5.4.4 Opportunities
5.4.4.1 Major Focus on Virtual Side
5.4.4.2 Integral Part of Digital Market
5.4.5 Burning Issue
5.4.5.1 Inconsistent Customer Experience Across Customer Journey
5.4.5.2 Create Customer-First Culture
6 Industry Trends (Page No. – 43)
6.1 Introduction
6.2 Customer Experience Management Market, Value Chain Analysis
6.3 Porter’s Five Forces Analysis
6.3.1 Threat of New Entrants
6.3.2 Threat of Substitutes
6.3.3 Bargaining Power of Suppliers
6.3.4 Bargaining Power of Buyers
6.3.5 Intensity of Competitive Rivalry
7 Customer Experience Management Analysis, By Touchpoint (Page No. – 48)
7.1 Introduction
7.2 Company Websites
7.3 Branches/Stores
7.4 Web
7.5 Call Centers
7.6 Mobile
7.7 Social Media
7.8 Emails
7.9 Other Touchpoints
8 Customer Experience Management Analysis, By Vertical (Page No. – 57)
8.1 Introduction
8.2 It Communication Service Providers
8.3 Telecommunication Service Providers
8.4 Public Sector and Energy & Utilities
8.5 Banking, Financial Services and Insurance
8.6 Healthcare
8.7 Automotive & Transportation
8.8 Consumer Goods & Retail
8.9 Media & Entertainment
8.10 Travel & Hospitality
8.11 Manufacturing
8.12 Others
9 Customer Experience Management Market, By Region (Page No. – 67)
9.1 Introduction
9.2 North America
9.2.1 Overview
9.3 Europe
9.3.1 Overview
9.4 Asia-Pacific
9.4.1 Overview
9.5 Middle East & Africa
9.5.1 Overview
9.6 Latin America
9.6.1 Overview
10 Competitive Landscape (Page No. – 105)
10.1 Overview
10.2 Competitive Situation and Trends
10.2.1 New Product Launches
10.2.2 Agreements, Partnerships, and Collaborations
10.2.3 Mergers and Acquisitions
10.2.4 Expansions
11 Company Profiles (Page No. – 110)
(Overview, Financials, Products & Services, Strategy, and Developments)*
11.1 Nokia Networks
11.2 Oracle Corporation
11.3 IBM
11.4 Adobe Systems Incorporated
11.5 SAS Institute Inc.
11.6 Verint Systems Inc.
11.7 Qualtrics
11.8 Tech Mahindra
11.9 Avaya
11.10 Opentext
11.11 SAP SE
11.12 Medallia
11.13 Satemetrix
11.14 Clarabridge
11.15 SDL
*Details on Overview, Financials, Product & Services, Strategy, and Developments Might Not Be Captured in Case of Unlisted Companies
12 Appendix (Page No. – 147)
12.1 New Product Launch
12.2 Mergers & Acquisition (M&A)
12.3 Agreement, Partnership, & Collaboration
12.4 Expansion
12.5 Insights of Industry Experts
12.6 Discussion Guide
12.7 Introducing RT: Real Time Market Intelligence
12.8 Available Customizations
12.9 Related Reports
【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（～2020）■ 英文：Customer Experience Management Market by Touch Points (Company Website, Ranch/Store, Web, and Call Center), by Regions (North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America), by Vertical (IT Communication Service Providers, BFSI, and Others) - Global Forecast to 2020
■ 発行日：2015年12月7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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