This dataset provided statistics and performance metrics about the volume and responsiveness in engaging with customers via several customer engagement channels. Data was provided for New York City Transit Subway and Bus customer engagement and customer service teams between May 2017 and May 2022.

As of December 2020, ** percent of North American retailer survey respondents stated that their main customer engagement priority for 2021 was offering additional customer delivery options and pickup. Improving and personalizing the customer journey featured in a number of the top priorities for retailers.

Introduction

Customer Engagement Statistics: Customer engagement has evolved as a business cornerstone in 2024. With stiff market competition and shifting consumer expectations, companies are willing to invest in substantial engagement to drive loyalty and growth.

In 2024, companies invested heavily in customer engagement as a core strategy to foster loyalty and boost growth. The global spending on customer‑engagement solutions reached USD 26.28 billion, with North America alone accounting for USD 9.17 billion of that total. Businesses that prioritized digital engagement saw revenue increases of up to 90 percent on average.

Personalized interactions proved especially profitable: when brands tailored experiences, consumers spent 21 percent more, and 80 percent of buyers became more likely to purchase. Additionally, fully engaged customers generated 51 percent more revenue than their disengaged counterparts, spent 60 percent more per transaction, and increased cross‑sell and up‑sell revenue by 22 percent and 38 percent, respectively.

These figures underscore how strategic investment in omnichannel engagement and personalization — backed by measurable outlays in the tens of billions of USD — directly correlates with stronger revenue, higher transaction value, and improved customer lifetime value.

This article discusses the recent customer engagement statistics to shed light on current trends, behaviours, and the effect of engagement strategies on business results.

For ** percent of UK consumers, online chat and live support is their preferred channel when it comes to engaging with companies digitally. A recent survey conducted by Sales Force with respondents across Millennial, Gen X and Baby Boomer generations also revealed that a quarter of consumers preferred mobile apps. Voice assistants, although catching up with more and more consumers, were favored by only * percent of respondents.

In 2024, the rise of digital engagement (including chatbots) had the biggest impact on customer expectations by an increasing emphasis on speed/convenience. Almost ** percent of respondents said it has effected their contact center in such a way. Another significant expectation was on round the clock, every day support. Roughly ** percent of those involved with contact centers stated customer expectations were now expecting their issues to be solved at any time and and on any day.

Customer Engagement Data from Social Media Users

For 41 percent of consumers in Europe, online chat and live support is their preferred channel when it comes to engaging with companies digitally. A survey conducted by Sales Force with European respondents across millennial, Gen X and Baby Boomer generations also revealed that voice assistants such as Siri and Alexa were gaining popularity. 17 percent of consumers stated that they used such devices when they are communicating with companies.

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Customer Engagement Solutions Market Size 2024-2028

The customer engagement solutions market size is forecast to increase by USD 16.31 billion, at a CAGR of 13.1% between 2023 and 2028.

The market is experiencing significant growth, driven by the increasing adoption of e-commerce business models and the growing demand for social interaction. E-commerce's rise has created a need for more effective ways to engage customers, leading to increased investment in customer engagement solutions. Additionally, consumers' preference for personalized and interactive experiences is fueling this trend. However, the market faces challenges, most notably data security concerns. As businesses collect and store more customer data, ensuring its protection becomes paramount. This requires robust security measures and adherence to data privacy regulations. Navigating these challenges while capitalizing on market opportunities will require strategic planning and innovative solutions. Companies seeking to succeed in this landscape must focus on delivering personalized, secure, and engaging customer experiences. By addressing these trends and challenges, businesses can differentiate themselves and build strong customer relationships.

What will be the Size of the Customer Engagement Solutions Market during the forecast period?

Explore in-depth regional segment analysis with market size data - historical 2018-2022 and forecasts 2024-2028 - in the full report.
Request Free SampleThe market continues to evolve, driven by the increasing importance of data-driven insights and personalized interactions. Companies across various sectors are leveraging tools such as marketing automation, feedback management, and data analytics to enhance customer experiences and drive business growth. Churn rate reduction is a key focus, with personalized marketing and customer advocacy strategies aiming to retain valuable customers. Brand awareness is another priority, with content marketing and social media marketing playing essential roles. Customer success teams utilize lead scoring, loyalty programs, and customer journey mapping to identify and engage high-value prospects and customers. Reputation management and survey tools help businesses gather and analyze customer feedback, leading to improved customer satisfaction (CSAT) and overall experience (CX). Predictive analytics and machine learning (ML) enable more effective lead generation and customer support. API integrations, call centers, and omnichannel marketing ensure seamless interactions across multiple channels. Data privacy and security are paramount, with cloud computing platforms providing robust solutions. Customer segmentation and self-service portals empower customers to engage on their terms. Account-based marketing (ABM) and user experience (UX) strategies further personalize interactions, while Adobe Experience Cloud and email marketing platforms facilitate targeted, data-driven campaigns. Lead nurturing and live chat features help businesses engage prospects and convert them into customers. Help desks and customer service teams leverage data analytics to resolve issues efficiently and effectively. Ultimately, the customer engagement solutions landscape is characterized by continuous innovation and adaptation to meet the evolving needs of businesses and consumers alike.

How is this Customer Engagement Solutions Industry segmented?

The customer engagement solutions industry research report provides comprehensive data (region-wise segment analysis), with forecasts and estimates in 'USD million' for the period 2024-2028, as well as historical data from 2018-2022 for the following segments. ComponentSolutionsServicesDeploymentCloudOn-premisesSizeSMEsLarge enterprisesSMEsLarge enterprisesGeographyNorth AmericaUSEuropeFranceUKAPACChinaJapanRest of World (ROW)

By Component Insights

The solutions segment is estimated to witness significant growth during the forecast period.In today's business landscape, delivering personalized and seamless experiences is crucial for customer engagement. Customer engagement solutions are transforming the way companies interact with their clients, enabling real-time communication across multiple channels. These solutions encompass a range of tools and software, from live chat and email marketing to machine learning and predictive analytics. Data security is a top priority, ensuring that customer information remains protected. Big data plays a significant role in these solutions, providing valuable insights for retention strategies, lead scoring, and customer segmentation. Knowledge bases and self-service portals empower customers to find answers on their own, reducing the workload on customer service teams. Artificial intelligence and machine learning enhance customer experiences by offering personalized recommendations and automating repetitive tasks. Omnichannel marketing, incl

Customer Engagement Platform Market Outlook

The global market size for customer engagement platforms was valued at approximately USD 12.5 billion in 2023 and is projected to reach around USD 38.4 billion by 2032, growing at a compound annual growth rate (CAGR) of 13.2% during the forecast period. The substantial growth of this market can be attributed to the increasing emphasis on enhancing customer experience and the rising adoption of advanced technologies by businesses to foster customer loyalty and retention.

One of the primary growth factors driving the customer engagement platform market is the growing demand for personalized customer interactions. In an era where customers have myriad choices, businesses are increasingly focusing on tailoring their engagement strategies to meet individual customer needs. Personalized experiences not only increase customer satisfaction but also boost customer loyalty, resulting in higher retention rates and improved lifetime value. Furthermore, advancements in technologies such as artificial intelligence (AI) and machine learning (ML) have enabled businesses to analyze vast amounts of customer data, providing insights that power these personalized interactions.

Another significant driver for the market is the rapid digital transformation across various sectors. As businesses increasingly shift their operations online, the competition to capture and retain customer attention has intensified. This has led to a surge in the adoption of customer engagement platforms that help businesses manage customer interactions across multiple channels, including social media, email, chat, and more. The ability to provide a seamless and consistent customer experience across these channels is crucial in the digital age, where customers expect prompt and efficient service.

The growing importance of customer feedback and analytics is also contributing to the market's expansion. Businesses are recognizing the value of real-time customer feedback in shaping their products and services. As a result, customer engagement platforms that offer robust analytics capabilities are in high demand. These platforms enable businesses to track customer behavior, preferences, and sentiments, allowing them to make data-driven decisions that enhance customer satisfaction and loyalty. The integration of advanced analytics features in customer engagement platforms is thus a key factor propelling market growth.

From a regional perspective, North America holds a significant share of the customer engagement platform market, owing to the presence of a large number of technology-savvy enterprises and high adoption rates of advanced customer engagement solutions. The region's mature market landscape and the continuous investment in innovative technologies are expected to sustain its leading position. However, Asia Pacific is anticipated to exhibit the highest growth rate during the forecast period, driven by the increasing digitalization efforts and the rising number of small and medium enterprises (SMEs) in countries like China and India.

Component Analysis

The customer engagement platform market is segmented into software and services. Software offerings typically encompass a wide range of functionalities, including customer relationship management (CRM), social media engagement, email marketing, and analytics. The software segment is expected to dominate the market, driven by the increasing demand for integrated solutions that offer comprehensive customer engagement capabilities. Businesses are investing in software that not only streamlines customer interactions but also provides valuable insights through data analytics, helping them make informed decisions.

Within the software segment, CRM solutions hold a substantial share, as they are crucial for managing customer interactions and data throughout the customer lifecycle. Advanced CRM systems are equipped with AI and ML capabilities that enable predictive analytics, helping businesses anticipate customer needs and preferences. This level of sophistication in CRM software is a key driver for its adoption, as businesses seek to enhance their customer engagement strategies through data-driven insights and automation.

On the other hand, the services segment includes consulting, implementation, and support services that complement the software offerings. These services are essential for ensuring the successful deployment and utilization of customer engagement platforms. With the increasing complexity of these platforms, businesses often require expert guidance to tailor

In 2021, more than ** percent of organizations worldwide revealed that for them one of the most important drivers of customer experience (CX) is improving customer engagement. During the survey, **** percent of organizations stated that they are entirely satisfied with their organizations' current CX capability.

Market Analysis for Customer Engagement Tools The global customer engagement tools market is a rapidly growing industry, estimated to reach a size of $XXX million by 2033, expanding at a CAGR of XX%. The market is fueled by the increasing need for businesses to connect with their customers effectively, provide personalized experiences, and build long-lasting relationships. The shift towards digital channels and the growth of data-driven marketing are key drivers of this market. Key market trends include the rise of cloud-based solutions, the adoption of artificial intelligence (AI) and machine learning (ML) for customer segmentation and targeting, and the integration of customer engagement tools with other business systems. Additionally, the market is segmented by application (large enterprises, SMEs), type (on-premise, cloud-based), company (Avaya, Intercom, Zoho, Calabrio, etc.), and region (North America, Europe, Asia Pacific, etc.). Major players in the market are investing heavily in research and development to stay ahead of the competition and meet the evolving needs of customers.

The Customer Engagement Solutions market has evolved significantly over the past decade, transforming how businesses interact with their customers. At its core, customer engagement solutions provide businesses with the tools to facilitate meaningful interactions, build stronger relationships, and improve overall cus

During a 2022 survey carried out among marketing leaders worldwide, ** percent of respondents stated they used pre-produced videos as a digital consumer engagement tactic. Another ** percent were also relying on the livestream video format as a digital engagement technique. User-generated content (UGC) was used by ** percent of global marketers in their online engagement efforts.

Customer Engagement Platform Market Size And Forecast

Customer Engagement Platform Market size was valued at USD 21.84 Billion in 2023 and is projected to reach USD 36.74 Billion by 2031, growing at a CAGR of 10.97% during the forecast period 2024-2031.

Global Customer Engagement Platform Market Drivers

The Customer Engagement Platform (CEP) market is influenced by various market drivers that contribute to its growth and evolution. Here are some of the key drivers:

Rising Demand for Personalized Customer Experiences: Businesses are increasingly focusing on delivering personalized experiences to improve customer satisfaction and loyalty. Customer engagement platforms enable organizations to analyze customer data and tailor communications and offers accordingly. Growth of Digital Transformation: As companies undergo digital transformation, they seek integrated solutions that facilitate better engagement through various digital channels. CEPs support this shift by providing tools for communication, data analysis, and customer journey mapping.Increased Use of Data Analytics: The growing emphasis on data-driven decision-making has prompted companies to adopt platforms that can analyze customer interactions and behavior. This analysis helps businesses understand their customers better, leading to more effective engagement strategies.

Global Customer Engagement Platform Market Restraints

The Customer Engagement Platform (CEP) market, like many technology sectors, faces several restraints that can impact its growth and adoption. Here are some key market restraints:

Data Privacy and Security Concerns: With increasing regulations such as GDPR and CCPA, companies must ensure that customer data is handled securely and compliantly. Concerns about data breaches can deter organizations from adopting comprehensive customer engagement solutions. Integration Challenges: Many businesses operate with a variety of legacy systems and platforms. Ensuring seamless integration of new customer engagement solutions with existing systems can be complex and costly, presenting a barrier to adoption.

CRM Customer Engagement Center Market Outlook

As of 2023, the global CRM Customer Engagement Center market size is valued at approximately USD 11.5 billion and is projected to reach USD 25.3 billion by 2032, growing at a compound annual growth rate (CAGR) of 9.2%. This promising growth trajectory is largely driven by the increasing need for businesses to foster better customer relationships and enhance customer satisfaction in an ever-competitive market. Factors such as technological advancements, rising adoption of cloud-based solutions, and the increasing importance of data analytics in understanding customer behavior and preferences are propelling the market forward.

One of the key factors contributing to the growth of the CRM Customer Engagement Center market is the burgeoning demand for personalized customer interactions. In today's highly connected world, customers expect companies to understand their unique needs and preferences, and deliver tailored experiences. Advanced CRM systems enable businesses to collect and analyze customer data, providing valuable insights that drive personalized engagement strategies. Moreover, the integration of artificial intelligence (AI) and machine learning (ML) technologies in CRM platforms is also boosting market growth, as these technologies help in automating customer interactions and providing real-time solutions.

Another significant factor fueling the market expansion is the rising adoption of cloud-based CRM solutions. Cloud-based platforms offer numerous advantages, such as scalability, cost-effectiveness, and ease of deployment, which make them highly attractive for businesses of all sizes. The flexibility of cloud solutions allows companies to quickly adapt to changing market conditions and customer demands, thereby gaining a competitive edge. Additionally, the increasing availability of high-speed internet and the proliferation of mobile devices are further driving the adoption of cloud-based CRM systems, as they enable seamless access to customer data and engagement tools from anywhere, at any time.

The growing focus on customer retention and loyalty is also propelling the CRM Customer Engagement Center market. In an environment where acquiring new customers is becoming increasingly expensive, businesses are prioritizing efforts to retain existing customers and enhance their lifetime value. Effective CRM strategies help companies to build strong, long-term relationships with their customers by providing consistent, high-quality experiences across all touchpoints. As a result, businesses are investing heavily in CRM technologies to improve customer satisfaction and loyalty, thereby driving market growth.

In this evolving landscape, Customer Engagement Software plays a pivotal role in enabling businesses to meet the growing expectations of their customers. As companies strive to deliver personalized experiences, Customer Engagement Software provides the tools necessary to gather, analyze, and leverage customer data effectively. By integrating these solutions, businesses can enhance their understanding of customer preferences and behaviors, allowing them to tailor interactions and build stronger relationships. This software not only facilitates more meaningful engagements but also empowers organizations to respond swiftly to customer needs, thereby improving satisfaction and loyalty. As the demand for seamless and personalized customer interactions continues to rise, the adoption of Customer Engagement Software is set to become increasingly crucial for businesses aiming to maintain a competitive edge.

From a regional perspective, North America currently holds the largest market share in the CRM Customer Engagement Center market, driven by the presence of numerous key players and the high rate of technology adoption in the region. However, the Asia Pacific region is anticipated to witness the highest growth rate during the forecast period, owing to rapid economic development, increasing digitalization, and the growing emphasis on customer-centric business models in countries such as China and India. Additionally, the rising number of small and medium enterprises (SMEs) in the region is also contributing to the market growth, as these businesses are increasingly adopting CRM solutions to improve their customer engagement capabilities.

Component Analysis

The CRM Customer Engagement Center market is segmented by component into software and services. Software solutions dominate this segment

Add new infrastructure within SSA's Enterprise Architecture to allow interactions over multiple, yet to be defined, channels. Possibilities include: Provide a portal Inbox for mySSA users, where a user can initiate or receive secure communications from SSA.

Abstract Purpose: With the advancement of technology and increased use of social media, brands have become part of the virtual world and try to grab customers’ attention. Brand pages enable the consumer to voluntarily participate in providing feedback and ideas and to collaborate with others. This adds value to the firm. This research explores which characteristics help clothing brands to influence consumers into responding in the form of feedback, collaboration, and mobilization. Design/methodology/approach: Data were collected from 250 respondents who had purchased their favorite clothing brand in the last four months, using five-point Likert scale questionnaires. Partial least squares structural equation modeling (PLS-SEM) was used to analyze the data. Findings: The results indicate that content quality leads to brand learning values and hedonic values. Customer contact quality only affects brand learning value. Both hedonic and brand learning values induce customer engagement behaviors. Originality/value: This study provides useful insights for clothing brand webpage managers related to customer engagement in social media. The study extends the concept of customer engagement behavior (CEB) by incorporating consumer “mobilizing behavior” as an additional element of CEB.

The size of the Customer Engagement Solution Industry market was valued at USD XXX Million in 2023 and is projected to reach USD XXX Million by 2032, with an expected CAGR of 10.97% during the forecast period.Customer engagement solutions refer to software solutions in managing business relationships with its customers. They provide avenues for organizations to reach customers through various channels such as emails, social media, chats, and phone calls. They support the delivery of customer-specific experiences, increased customer satisfaction, and customer loyalty among others.Customer engagement solutions offer features such as CRM, marketing automation, and analytics. The CRM tools are used in managing customer data, interaction tracking, and the identification of opportunities for cross-selling and upselling. Marketing automation tools allow for the automation of marketing campaigns through email marketing and social media advertising. Analytics tools help businesses derive insights into the behavior of customers, making it easier to make informed decisions regarding the improvement of engagement strategies.With this trend rising in customer expectations, these customer engagement solutions become vital factors for businesses to perform better in competitive markets.Customer experience through such instruments will help companies gain significant revenue and increase the company's brand value in return. Recent developments include: February 2023: GoTo, a firm that makes business communication, IT administration, and support simple with its core products GoTo Resolve, GoTo Connect, and Rescue, announced the launch of GoTo Customer Engagement. In a single, shared inbox, this innovative multi-channel solution combines GoTo Connect's premium phone system, customer communication tools, analytics, and the digital channels customers need to reach a wider audience and expand their businesses., May 2022: HCL Technologies announced X by HCL Technologies (X), a digital engagement platform that helps brands increase consumer loyalty and conversions through tailored omnichannel marketing. HCL Technologies' X addresses these obstacles by bringing together numerous digital touchpoints, including websites, mobile apps, and social media feeds, to provide a unified customer perspective. This enables marketers to gain access to data-driven insights that will enable them to improve the consumer experience and maximize their brand's potential.. Key drivers for this market are: Rapidly Increasing Cybersecurity Incidents and Regulations Requiring Their Reporting, Growing M2M/IoT Connections Demanding Strengthened Cybersecurity in Enterprises. Potential restraints include: Lack of Cybersecurity Professionals, High Reliance on Traditional Authentication Methods and Low Preparedness. Notable trends are: BFSI Industry Have the Significant Market Share.

The Intelligent Customer Engagement (ICE) market is experiencing robust growth, driven by the increasing adoption of AI-powered solutions and the imperative for businesses to personalize customer interactions. The market, estimated at $15 billion in 2025, is projected to achieve a Compound Annual Growth Rate (CAGR) of 15% from 2025 to 2033, reaching approximately $50 billion by 2033. This growth is fueled by several key factors. Firstly, the expanding volume of customer data provides rich insights enabling highly personalized engagement strategies. Secondly, advancements in artificial intelligence (AI), machine learning (ML), and big data analytics are empowering businesses to understand customer behavior more effectively and deliver targeted messaging across multiple channels. Thirdly, the rising demand for improved customer experience (CX) is pushing businesses to adopt sophisticated ICE solutions to enhance customer satisfaction and loyalty. Finally, the growing adoption of omnichannel strategies requires integrated platforms capable of managing interactions across various touchpoints. However, challenges remain. The high cost of implementation and integration of ICE solutions can be a barrier to entry for smaller businesses. Furthermore, concerns surrounding data privacy and security are paramount and require careful consideration. Successful implementation also demands a robust data infrastructure and skilled personnel to manage and interpret the insights generated. Companies like Blueshift, Sykes Enterprises, Mintigo, Wisers Information, Acquia, XGATE, and Odyssiant are at the forefront of this market, offering a range of solutions to meet the diverse needs of their clients. The competitive landscape is dynamic, with ongoing innovation and consolidation expected in the years to come. Geographic expansion, particularly in developing markets with increasing internet and mobile penetration, presents significant opportunities for growth.

Customer Engagement Solutions Market Size And Forecast

Customer Engagement Solutions Market size was valued at USD 21.67 Billion in 2024 and is projected to reach USD 56.30 Billion by 2031, growing at a CAGR of 13.98% during the forecast period 2024-2031.

Global Customer Engagement Solutions Market Drivers

Putting More Focus on Customer Experience: In order to obtain a competitive advantage, companies in all sectors are putting more focus on providing outstanding customer experiences. Through the use of customer engagement solutions, businesses may communicate with clients at different points of contact, increasing client happiness and loyalty.

Rapid Digital Transformation: Consumer expectations and preferences have changed as a result of the broad use of digital technologies. The demand for customer engagement solutions is being driven by the use of digital channels like social media, smartphone apps, and online chat to connect with customers in real-time.

Customer expectations for smooth and consistent experiences across many channels, including as email, phone, web, social media, and in-person contacts, are driving the demand for omnichannel communication. Through the use of customer engagement technologies, organizations can plan omnichannel communication campaigns that accommodate a wide range of customer preferences and behaviors.

Growing Significance of Personalization: Engaging and loyal customers are fueled by personalized interactions. Customer engagement solutions improve the overall customer experience by delivering personalized content, offers, and recommendations through the use of artificial intelligence (AI) and data analytics.

Businesses acknowledge the importance of data-driven insights in comprehending the behavior, preferences, and sentiment of their customers. Through the collection and analysis of consumer data from several sources, customer engagement solutions give businesses the useful information they need to improve their engagement tactics and spur expansion.

Pay Attention to Customer Retention and Lifetime Value: It costs more to acquire new customers than it does to keep current ones. Personalized interactions and focused engagement campaigns are two ways that customer engagement solutions assist businesses in strengthening their customer connections, raising retention rates, and maximizing customer lifetime value.