|By PR Newswire||
|August 11, 2014 06:30 AM EDT||
DALLAS, Aug. 11, 2014 /PRNewswire-iReach/ -- The CEM market is segmented by type, touch point, organization size, vertical, and region. CEM is garnering increasing popularity mainly driven by the application of tools that are employed for analyzing customer feedback from various touch points, such as company websites, branch, web, mobile, and social media. CEM, as a concept, is gaining widespread adoption, since it enables companies to serve customers efficiently, thereby creating retention, reducing churn, and improving competitive abilities. Previously, several companies had begun to invest heavily on solutions that optimize interactions from the customer's perspective and thereby enhance customer loyalty. The growth of communication media majorly affects customer expectations and behavior, ultimately impacting end user experiences. The report has been segmented in such a way that it covers various forms of the market which include simple Customer Experience Management (CEM), Customer Relationship Management (CRM), Social Customer Relationship Management (SCRM), Social Customer Experience Management (SCEM), and Telco Customer Experience Management. CEM is a collection of process, which uses a variety of technologies to gather customer feedback, understand their expectations, and improve the overall customer experience through different touch points. The aim of CEM is to change customers from satisfied to loyal and to become promoted thereafter. The CEM market is segmented by type, touch point, organization size, vertical, and region. Complete report is available at http://www.rnrmarketresearch.com/customer-experience-management-market-voc-analytics-feedback-management-web-analytics-text-analytics-speech-analytics-advanced-technologies-touch-points-adoption-trends-market-size-foreca-market-report.html .
The report focuses on CEM for Telco providers by taking into consideration aspects of Service Quality Management, Service Level Agreement monitoring, service monitoring, fault management, and performance management with respect to network planning and network management.
Under types of CEM, the Y-o-Y growth rates of text analytics are expected to be the highest throughout the forecast period. Most organizations prefer to have this software as it identifies the general market trend of customer needs, discloses the early warnings, product problems, and customer suggestions for improvement in product lifecycle period that helps to improve customer experience. Thus, this software is extremely crucial for organizations to maintain a competitive edge over others. Companies like Adobe Systems Incorporated, Alcatel-Lucent, Amdocs Limited, Cisco Systems, Inc., Ericsson, Huawei, Hewlett-Packard Company, Ibm, Nokia Siemens Networks, and Oracle Corporation are profiled in this research available for purchase at http://www.rnrmarketresearch.com/contacts/purchase?rname=203111 .
Table of Content
1.1 Key Takeaways
1.2 Report Description
1.3 Markets Covered
1.5 Research Methodology
2 Executive Summary
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
3.5 Market Dynamics
3.6 Impact Analysis of Dros
3.7 Business Value Analysis
3.8 Value Chain
4 CEM: Enterprise Need & Adoption Trends
4.2 Traditional Crm Vs CEM
4.3 Voice of Customer 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
4.6.3 Targeting &Personalization
4.6.4 Web Analytics
4.6.5 E-Mail &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
4.6.13 Service Level Agreement Monitoring
4.6.14 Service Monitoring
4.6.15 Fault Management
4.6.16 Performance Management
5 CEM: Market Size & Forecast, By Type
5.2 By Enterprise Feedback Management
5.3 By Web Analytics
5.4 By Text Analytics
5.5 By Speech Analytics
6 Customer Experience Management: Market Size & Forecast, By Channel/Touch Point
6.2 By Company Website
6.3 By Branch/Store
6.4 By Web
6.5 By Call Center
6.6 By Mobile
6.7 By Social Media
7 Customer Experience Management: Market Size & Forecast, By Organization Size
7.2 Small &Medium Businesses
8 Customer Experience Management: Market Size & Forecast, By Vertical Segment
8.2 Communication Services
8.3 Public Sector, Energy,& Utilities
8.4 Banking, Finance,& Insurance
8.6 Automotive & Transportation
8.7 Consumer Goods & Retail
8.8 Media & Entertainment
8.9 Travel & Hospitality
9 Telco Customer Experience Management Through Network Management: Market Size & Forecast
9.2 Market Overview & Current Trends
9.3 Sqm & Sla Monitoring Trends
9.5 Telecom CEM Market Size & Forecasts By Region
10 Customer Experience Management: Market Size & Forecast, By Region
10.2 North America
10.2.2 North America Market Size & Forecast By Type
10.3 Latin America
10.3.2 Market Size & Forecast
10.4.1 Market Size & Forecast
10.5.1 APAC Market Size & Forecast By Type
10.6 Middle East & Africa
10.6.1 Market Size & Forecast
11 Customer Experience Management: 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 Enterprise Adoption Roadmap
12 Competitive Landscape
12.1 Competitive Ecosystem
13 Company Profiles (Details include Overview, Product & Services, Strategy & Analyst Insights, Developments and Publisher View)
13.1 Adobe Systems Incorporated
13.3 Amdocs Limited
13.4 Cisco Systems, Inc.
13.7 Hewlett-Packard Company
13.9 Nokia Siemens Networks
13.10 Oracle Corporation
Priced at US$ 4650 for a single user PDF license, request a discount on this research at http://www.rnrmarketresearch.com/contacts/discount?rname=203111 .
Browse Related Reports :
Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics) & Provider Type (ISP, TSP, MSP) – Global Advancements, Worldwide Forecasts & Analysis (2014-2019) is a July 2014 publication of 202 pages. This report helps to understand the competitor and gain more insights to better position their business. It has a section on competitive landscape, including competitor ecosystem, Mergers and Acquisitions (M&A), and Venture Capital (VC) funding. Companies profiled in this report include Adobe Systems, Amdocs, Alcatel Lucent, Cisco, Egain Corporation, Ericsson, HP, IBM, Nokia Siemens Network, and Oracle. Complete report is available at http://www.rnrmarketresearch.com/service-quality-management-sqm-and-telco-customer-experience-management-cem-market-by-product-type-efm-web-analytics-text-analytics-speech-analytics-provider-type-isp-tsp-msp-global-a-market-report.html .
Explore more reports on the Information Technology & Telecommunication at http://www.rnrmarketresearch.com/reports/information-technology-telecommunication .
RnRMarketResearch.com is a database of syndicated market research reports and in-depth studies covering 5000+ micro markets.
Media Contact: Priyank Tiwari, RnR Market Researh, + 1 888 391 5441, [email protected]
News distributed by PR Newswire iReach: https://ireach.prnewswire.com
Artificial Intelligence has the potential to massively disrupt IoT. In his session at 18th Cloud Expo, AJ Abdallat, CEO of Beyond AI, will discuss what the five main drivers are in Artificial Intelligence that could shape the future of the Internet of Things. AJ Abdallat is CEO of Beyond AI. He has over 20 years of management experience in the fields of artificial intelligence, sensors, instruments, devices and software for telecommunications, life sciences, environmental monitoring, process...
Apr. 29, 2016 01:30 PM EDT Reads: 754
SYS-CON Events announced today that Ericsson has been named “Gold Sponsor” of SYS-CON's @ThingsExpo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. Ericsson is a world leader in the rapidly changing environment of communications technology – providing equipment, software and services to enable transformation through mobility. Some 40 percent of global mobile traffic runs through networks we have supplied. More than 1 billion subscribers around the world re...
Apr. 29, 2016 01:00 PM EDT Reads: 708
SYS-CON Events announced today that Stratoscale, the software company developing the next generation data center operating system, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Stratoscale is revolutionizing the data center with a zero-to-cloud-in-minutes solution. With Stratoscale’s hardware-agnostic, Software Defined Data Center (SDDC) solution to store everything, run anything and scale everywhere...
Apr. 29, 2016 01:00 PM EDT Reads: 1,470
Angular 2 is a complete re-write of the popular framework AngularJS. Programming in Angular 2 is greatly simplified – now it's a component-based well-performing framework. This immersive one-day workshop at 18th Cloud Expo, led by Yakov Fain, a Java Champion and a co-founder of the IT consultancy Farata Systems and the product company SuranceBay, will provide you with everything you wanted to know about Angular 2.
Apr. 29, 2016 12:30 PM EDT Reads: 1,619
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
Apr. 29, 2016 11:45 AM EDT Reads: 2,201
In his session at @ThingsExpo, Chris Klein, CEO and Co-founder of Rachio, will discuss next generation communities that are using IoT to create more sustainable, intelligent communities. One example is Sterling Ranch, a 10,000 home development that – with the help of Siemens – will integrate IoT technology into the community to provide residents with energy and water savings as well as intelligent security. Everything from stop lights to sprinkler systems to building infrastructures will run ef...
Apr. 29, 2016 11:30 AM EDT Reads: 448
You deployed your app with the Bluemix PaaS and it's gaining some serious traction, so it's time to make some tweaks. Did you design your application in a way that it can scale in the cloud? Were you even thinking about the cloud when you built the app? If not, chances are your app is going to break. Check out this webcast to learn various techniques for designing applications that will scale successfully in Bluemix, for the confidence you need to take your apps to the next level and beyond.
Apr. 29, 2016 11:15 AM EDT Reads: 1,404
Manufacturers are embracing the Industrial Internet the same way consumers are leveraging Fitbits – to improve overall health and wellness. Both can provide consistent measurement, visibility, and suggest performance improvements customized to help reach goals. Fitbit users can view real-time data and make adjustments to increase their activity. In his session at @ThingsExpo, Mark Bernardo Professional Services Leader, Americas, at GE Digital, will discuss how leveraging the Industrial Interne...
Apr. 29, 2016 10:00 AM EDT Reads: 1,100
Whether your IoT service is connecting cars, homes, appliances, wearable, cameras or other devices, one question hangs in the balance – how do you actually make money from this service? The ability to turn your IoT service into profit requires the ability to create a monetization strategy that is flexible, scalable and working for you in real-time. It must be a transparent, smoothly implemented strategy that all stakeholders – from customers to the board – will be able to understand and comprehe...
Apr. 29, 2016 09:30 AM EDT Reads: 973
Increasing IoT connectivity is forcing enterprises to find elegant solutions to organize and visualize all incoming data from these connected devices with re-configurable dashboard widgets to effectively allow rapid decision-making for everything from immediate actions in tactical situations to strategic analysis and reporting. In his session at 18th Cloud Expo, Shikhir Singh, Senior Developer Relations Manager at Sencha, will discuss how to create HTML5 dashboards that interact with IoT devic...
Apr. 29, 2016 09:00 AM EDT Reads: 815
There is an ever-growing explosion of new devices that are connected to the Internet using “cloud” solutions. This rapid growth is creating a massive new demand for efficient access to data. And it’s not just about connecting to that data anymore. This new demand is bringing new issues and challenges and it is important for companies to scale for the coming growth. And with that scaling comes the need for greater security, gathering and data analysis, storage, connectivity and, of course, the...
Apr. 29, 2016 08:45 AM EDT Reads: 586
The increasing popularity of the Internet of Things necessitates that our physical and cognitive relationship with wearable technology will change rapidly in the near future. This advent means logging has become a thing of the past. Before, it was on us to track our own data, but now that data is automatically available. What does this mean for mHealth and the "connected" body? In her session at @ThingsExpo, Lisa Calkins, CEO and co-founder of Amadeus Consulting, will discuss the impact of wea...
Apr. 29, 2016 08:45 AM EDT Reads: 581
Digital payments using wearable devices such as smart watches, fitness trackers, and payment wristbands are an increasing area of focus for industry participants, and consumer acceptance from early trials and deployments has encouraged some of the biggest names in technology and banking to continue their push to drive growth in this nascent market. Wearable payment systems may utilize near field communication (NFC), radio frequency identification (RFID), or quick response (QR) codes and barcodes...
Apr. 29, 2016 08:30 AM EDT Reads: 581
SYS-CON Events announced today that DatacenterDynamics has been named “Media Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY. DatacenterDynamics is a brand of DCD Group, a global B2B media and publishing company that develops products to help senior professionals in the world's most ICT dependent organizations make risk-based infrastructure and capacity decisions.
Apr. 29, 2016 05:45 AM EDT Reads: 2,410
SYS-CON Events announced today TMCnet has been named “Media Sponsor” of SYS-CON's 18th International Cloud Expo, which will take place on June 7–9, 2016, at the Javits Center in New York City, NY, and the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Technology Marketing Corporation (TMC) is the world's leading business-to-business and integrated marketing media company, servicing niche markets within the com...
Apr. 29, 2016 04:45 AM EDT Reads: 2,347
The IoT has the potential to create a renaissance of manufacturing in the US and elsewhere. In his session at 18th Cloud Expo, Florent Solt, CTO and chief architect of Netvibes, will discuss how the expected exponential increase in the amount of data that will be processed, transported, stored, and accessed means there will be a huge demand for smart technologies to deliver it. Florent Solt is the CTO and chief architect of Netvibes. Prior to joining Netvibes in 2007, he co-founded Rift Technol...
Apr. 28, 2016 07:00 PM EDT Reads: 1,495
Join IBM June 8 at 18th Cloud Expo at the Javits Center in New York City, NY, and learn how to innovate like a startup and scale for the enterprise. You need to deliver quality applications faster and cheaper, attract and retain customers with an engaging experience across devices, and seamlessly integrate your enterprise systems. And you can't take 12 months to do it.
Apr. 28, 2016 04:45 PM EDT Reads: 1,743
This is not a small hotel event. It is also not a big vendor party where politicians and entertainers are more important than real content. This is Cloud Expo, the world's longest-running conference and exhibition focused on Cloud Computing and all that it entails. If you want serious presentations and valuable insight about Cloud Computing for three straight days, then register now for Cloud Expo.
Apr. 28, 2016 04:30 PM EDT Reads: 1,631
IoT device adoption is growing at staggering rates, and with it comes opportunity for developers to meet consumer demand for an ever more connected world. Wireless communication is the key part of the encompassing components of any IoT device. Wireless connectivity enhances the device utility at the expense of ease of use and deployment challenges. Since connectivity is fundamental for IoT device development, engineers must understand how to overcome the hurdles inherent in incorporating multipl...
Apr. 28, 2016 02:45 PM EDT Reads: 1,381
Machine Learning helps make complex systems more efficient. By applying advanced Machine Learning techniques such as Cognitive Fingerprinting, wind project operators can utilize these tools to learn from collected data, detect regular patterns, and optimize their own operations. In his session at 18th Cloud Expo, Stuart Gillen, Director of Business Development at SparkCognition, will discuss how research has demonstrated the value of Machine Learning in delivering next generation analytics to im...
Apr. 28, 2016 02:30 PM EDT Reads: 1,572