AI-driven engagement is forecasted to be the fastest growing customer experience technology use case in the world between 2017 and 2022, with a compound annual growth rate (CAGR) of around **** percent. Interaction management and ubiquitous commerce trail close behind, both boasting a CAGR of over ** percent. Customer experience platforms allow companies to analyze usage information and customer preferences in order to improve user experience.

In 2025, a significant number of brand leaders are turning to AI tools to enhance their strategies. Around ** percent of brands plan to use AI to eliminate guesswork during the discovery process, while about ** percent aim to leverage AI to improve the overall user experience. With almost ** percent of brands seeking to differentiate themselves from the competition during discovery. Impact on customer loyalty and revenue The push towards AI-driven customer experiences is not without reason. A 2024 survey revealed that ** percent of manufacturing companies in the United States saw growth in customer loyalty and satisfaction after improving their digital customer experience. Moreover, about half of these companies reported increased revenue as a direct result of these improvements. This data suggests that investing in AI-enhanced customer experiences can yield tangible benefits for businesses across various sectors. Challenges and consumer perceptions Despite the promising outlook, the adoption of AI in customer service faces hurdles. As businesses work to overcome these challenges, addressing the expertise shortage will be crucial for successful AI integration and improving consumer trust in AI-powered customer service.

Dept. of Budget & Management Customer Service Annual Report FY22 Subpage.

A dataset containing statistics and insights on customer trust and experience from US CX leaders, collected through social media opinions.

In 2021, **** percent of organizations worldwide revealed that they perceive customer experience (CX) as a primary competitive differentiator. During the survey, ** percent of organizations stated that they thought artificial intelligence solutions will reshape their customer experience (CX) in the next five years.

Customer experience analytics platforms typically offer a range of features, including data collection, analysis, reporting, and visualization. Key features include:Data Collection: Collects data from various touchpoints, including websites, mobile apps, social media, and call centers.Data Analysis: Analyzes data using statistical techniques, AI, and ML algorithms to identify patterns and trends.Reporting and Visualization: Presents analyzed data in interactive reports and dashboards, providing insights and recommendations.Customer Segmentation: Segments customers based on demographics, behavior, and preferences.Real-Time Monitoring: Monitors customer interactions in real-time, enabling businesses to identify and resolve issues proactively. Recent developments include: March 2022: Adobe announced a new Customer Journey Analytics feature under Adobe's Experience Cloud. Adobe introduced a new experimentation feature in Journey Analytics that allows businesses to test real-world scenarios and analyze their results to better understand how even minor changes can affect the overall customer journey across their various products. For Adobe's ability to discover customer segments, the Adobe Customer Data Platform [CDP] and Customer Journey Analytics have also been integrated..

During a March 2024 survey, approximately**7 percent of surveyed experience management (XM) professionals in the United States stated they would significantly or moderately increase emphasis on designing and launching new offerings for customers compared to the previous year. About ** percent of the same respondents reported similar levels of emphasis, while three percent stated they would emphasize moderately or significantly less.

FY22 Annual Customer Service Report Maryland Department of Planning

A dataset summarizing insights from over 328,000 US CX leaders on personalization strategies, challenges, and technology trends in customer experience for the year 2025.

Maryland Insurance Association's Customer Service Report - Improving the Customer Experience from Multiple Perspectives

Comprehensive Consumer Review Dataset from PissedConsumer

This unique, extensive dataset from PissedConsumer includes over 5 million reviews covering more than 140,000 companies globally. It is ideal for hedge funds, venture capital firms, and investment companies seeking to deepen their understanding of internal processes and predict emerging trends.

Key Features:

Volume and Coverage: Over 5 million reviews on 140,000 companies, offering a broad and precise view of consumer opinions.

Detailed Complaint Insights: Each review includes a complaint title and text, allowing for an in-depth understanding of consumer issues and typical expectations.

Desired Solutions: Data includes preferred resolutions, enabling analysis of company standards and responsiveness to consumer demands.

Device and Date Specifics: Reviews include device type and activation dates, adding further context to your analysis.

Geographical Information: Data includes company locations down to the state and city levels for precise regional analysis.

Company and Industry Data: Reviews are organized by company name and industry type, facilitating targeted research.

This unique dataset from PissedConsumer offers investment analysts valuable insights into consumer needs, business resilience, and improved investment strategies. Leverage this resource for more accurate stock price forecasting, understanding customer satisfaction levels, and assessing companies’ operational practices in competitive markets.

Category: Consumer Review Data

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Customer Experience Management (CEM) Market Size 2025-2029

The customer experience management (cem) market size is valued to increase USD 17.1 billion, at a CAGR of 15.7% from 2024 to 2029. Increasing focus on customer-centricity among organizations will drive the customer experience management (cem) market.

Major Market Trends & Insights

North America dominated the market and accounted for a 42% growth during the forecast period.
By Component - Solution segment was valued at USD 7.91 billion in 2023
By Deployment - On-premises segment accounted for the largest market revenue share in 2023

Market Size & Forecast

Market Opportunities: USD 261.75 million
Market Future Opportunities: USD 17102.90 million
CAGR from 2024 to 2029 : 15.7%

Market Summary

In the business world, Customer Experience Management (CEM) has emerged as a critical differentiator, with companies recognizing the importance of delivering exceptional customer experiences to gain a competitive edge. According to recent market research, the global CEM market is projected to reach a value of USD32.3 billion by 2025, underpinned by increasing customer expectations and the availability of advanced technologies. CEM solutions enable organizations to collect, analyze, and act on customer data in real-time, creating personalized experiences that foster loyalty and advocacy. Technological advancements, such as artificial intelligence and machine learning, are driving innovation in CEM, allowing businesses to anticipate customer needs and deliver contextually relevant interactions. However, the implementation of CEM solutions also presents challenges, particularly around privacy and security concerns. As customer data becomes more valuable, ensuring its protection is essential. Balancing the need for personalized experiences with data privacy regulations and customer consent is a complex issue that requires a strategic approach. In summary, the CEM market is experiencing significant growth, driven by the increasing importance of customer-centricity and technological advancements. However, privacy and security concerns present challenges that organizations must address to fully realize the benefits of CEM solutions.

What will be the Size of the Customer Experience Management (CEM) Market during the forecast period?

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How is the Customer Experience Management (CEM) Market Segmented ?

The customer experience management (cem) industry research report provides comprehensive data (region-wise segment analysis), with forecasts and estimates in 'USD million' for the period 2025-2029, as well as historical data from 2019-2023 for the following segments. ComponentSolutionServiceDeploymentOn-premisesCloudEnd-userBFSIIT and telecomRetailHealthcareOthersGeographyNorth AmericaUSCanadaMexicoEuropeFranceGermanyUKAPACChinaIndiaJapanSouth AmericaBrazilRest of World (ROW)

By Component Insights

The solution segment is estimated to witness significant growth during the forecast period.

The market encompasses a range of technologies and solutions that help businesses optimize and enhance customer interactions. This dynamic sector continues to evolve, with a focus on customer service automation, web analytics platforms, and data visualization dashboards. For instance, application performance monitoring, AI-powered customer support, and chatbot implementation are increasingly common features in CEM solutions. Customer journey mapping, experience management software, and personalization technologies also play crucial roles in shaping customer experiences. Furthermore, customer lifetime value, voice of customer, and customer success management are key performance indicators that businesses prioritize. Qualitative data analysis, knowledge base management, and sentiment analysis tools are essential for gaining valuable customer insights. Predictive analytics models, customer segmentation strategies, and customer feedback management enable businesses to anticipate and address customer needs effectively. Digital experience monitoring and feedback collection methods, such as customer effort score and survey design methodology, provide quantitative data for continuous improvement. Overall, the CEM market is a vibrant and ever-evolving landscape, with a growing emphasis on delivering personalized, omnichannel experiences to meet the evolving needs of today's customers. According to recent market research, the global CEM market is projected to reach a value of USD12.6 billion by 2027, underscoring its growing importance in the business world.

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The Solution segment was valued at USD 7.91 billion in 2019 and showed a gradual increase during the forecast period.

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Regional Analysis

North America is estimated to contribute 42% to the gro

Records from operating a customer call center or service center providing services to the public. Services may address a wide variety of topics such as understanding agency mission-specific functions or how to resolve technical difficulties with external-facing systems or programs. Includes:rn- incoming requests and responsesrn- trouble tickets and tracking logs rn- recordings of call center phone conversations with customers used for quality control and customer service trainingrn- system data, including customer ticket numbers and visit tracking rn- evaluations and feedback about customer servicesrn- information about customer services, such as “Frequently Asked Questions” (FAQs) and user guidesrn- reports generated from customer management datarn- complaints and commendation records; customer feedback and satisfaction surveys, including survey instruments, data, background materials, and reports.

This dataset provides Customer Service Satisfaction results from the Annual Community Survey. The survey questions assess satisfaction with overall customer service for individuals who had contacted the city in the past year. For years where there are multiple questions related to overall customer service and treatment, the average of those responses is provided in the summary dataset, and the values for each question are provided in the detailed dataset. For years 2010-2014, respondents were first asked, "Have you contacted the city in the past year?". If they answered that they had contacted the city, then they were asked additional questions about their experience. The "number of respondents" field represents the number of people who answered yes to the contact question. Responses of "don't know" are not included in this dataset, but can be found in the dataset for the entire Community Survey. A survey was not completed for 2015 (99999 indicates no recorded data). Due to changes in the survey questions, this dataset was last updated in 2017 and may not be updated again. The performance measure dashboard is available at 2.02 Customer Service Satisfaction. Additional InformationSource: Community Attitude SurveyContact: Wydale HolmesContact E-Mail: Wydale_Holmes@tempe.govData Source Type: Excel and PDFPreparation Method: Extracted from Annual Community Survey resultsPublish Frequency: AnnualPublish Method: ManualData Dictionary

Customer Experience Analytics Market Outlook 2032

The global customer experience analytics market size was USD 11.03 Billion in 2023 and is likely to reach USD 42.18 Billion by 2032, expanding at a CAGR of 16.07 % during 2024–2032. The market growth is attributed to the rising need for data-driven decision-making and increasing demand for advanced analytical solutions to understand customer behavior.



Increasing demand for advanced analytical solutions to understand customer behavior is expected to boost the global customer experience analytics market. Businesses across various sectors are leveraging these solutions to gain insights into customer preferences, behaviors, and patterns. This data-driven approach enables organizations to deliver personalized experiences, thereby enhancing customer satisfaction and loyalty.

Customer experience analytics solutions are increasingly being used in several industries, including IT & telecom BFSI, service business, healthcare, retail, and others as these solutions improve customer retention by identifying factors causing customer dissatisfaction or churn. Moreover, customer experience analytics identify opportunities for upselling, and cross-selling, as well as target high-value customers, leading to increased revenue. This increases the adoption of customer experience analytics in several industries, especially retail.

Impact of Artificial Intelligence in Customer Experience Analytics Market

Artificial Intelligence (AI) is revolutionizing the customer experience analytics market by offering advanced capabilities for data analysis and interpretation. AI-powered analytics tools process vast amounts of data at high speeds, uncovering patterns and insights that were previously inaccessible. These tools predict customer behavior, enabling businesses to anticipate needs and deliver personalized experiences. AI further enhances the accuracy of analytics, reducing the risk of errors and improving decision-making. Additionally, AI's ability to automate routine tasks allows businesses to focus on strategic activities, thereby increasing efficiency and productivity. Therefore, the integration of AI into analytics solutions is enhancing customer experiences as well as providing businesses with a competitive edge in the market.

Customer Journey Analytics is becoming an essential tool for businesses aiming to enhance their customer experience strategies. By mapping the entire customer journey, organizations c

Seven in *** e-commerce executives would completely overhaul their company's customer experience if time, budget, and expertise were no issue, a 2023 survey revealed. When asked which were the reasons not to create a high-quality differentiated experience for all customers, most respondents answered budget and time limitations. Despite this, over ** percent of surveyed e-commerce business leaders had been asked to match or better the previous year's output with a smaller budget.

Customer Experience Cx Journey Mapping Tools Market size was valued at USD 10.8 Billion in 2024 and is projected to reach USD 22.08 Billion by 2032, growing at a CAGR of 15.8% during the forecast period 2026-2032.

Global Customer Experience Cx Journey Mapping Tools Market Drivers

The market drivers for the Customer Experience Cx Journey Mapping Tools Market can be influenced by various factors. These may include:

Increasing Attention on Customer-Centric Approaches: The need for tools that can help comprehend, visualise, and enhance customer experiences is growing as more and more businesses realise how important it is to provide great customer experiences. Tools for CX journey mapping make this process easier by revealing information about the preferences, pain areas, and behaviour of customers. Increasing Competition: Businesses are always looking for methods to set themselves apart in a competitive market. By helping businesses to pinpoint areas where their customer journeys need to be improved and provide more individualised experiences, CX journey mapping tools give them a competitive edge and eventually increase customer loyalty and retention. Initiatives for Digital Transformation: There is an increasing demand for digital solutions that can assist customer experience management due to the quick digitalization of company processes in a variety of industries. To give a comprehensive picture of the customer journey, CX journey mapping solutions frequently interface with other digital platforms and technologies, such as CRM systems and analytics tools. Growing Adoption of Data Analytics: Business strategies are increasingly relying on data-driven decision-making. With the use of data analytics, CX journey mapping solutions examine customer interactions across a variety of touchpoints and assist businesses in seeing patterns, trends, and optimisation opportunities. Delivering seamless: omnichannel experiences is becoming more and more important as consumers interact with brands through a variety of channels and devices. By providing consistency and coherence across channels, CX journey mapping solutions help organisations map out and optimise customer experiences across many touchpoints. The importance of employee: experience cannot be overstated in providing outstanding client experiences. In order to map out employee journeys and uncover pain points and inefficiencies in internal procedures that could affect the overall customer experience, CX journey mapping tools can also be utilised for this purpose. Regulatory Compliance and Risk Management: In response to the growing emphasis on data security and privacy laws, businesses are investing in CX journey mapping solutions to guarantee compliance and reduce the risks involved in managing customer data across the trip

Customer Experience Analytics for Automotive Market Outlook

According to our latest research, the global Customer Experience Analytics for Automotive market size reached USD 1.94 billion in 2024, with a robust growth trajectory driven by digital transformation and the increasing need for personalized customer engagement across the automotive industry. The market is expected to expand at a CAGR of 14.2% from 2025 to 2033, reaching a projected value of USD 5.42 billion by 2033. This growth is underpinned by the rising adoption of advanced analytics, artificial intelligence, and cloud-based solutions, which are enabling automotive companies to derive actionable insights from massive datasets, optimize customer touchpoints, and enhance overall customer satisfaction.

A primary growth factor for the Customer Experience Analytics for Automotive market is the automotive sector’s aggressive shift towards digitalization. Automotive OEMs, dealerships, and service providers are increasingly leveraging analytics to capture, monitor, and interpret customer data from various touchpoints, including online research, showroom visits, after-sales service, and social media interactions. The proliferation of connected vehicles and IoT-enabled automotive solutions has dramatically increased the volume and complexity of data generated, making sophisticated analytics tools indispensable for understanding customer behavior and preferences. As automotive brands compete to differentiate themselves through superior customer experiences, investment in advanced customer analytics platforms is becoming a strategic priority.

Another significant driver is the growing demand for personalized and seamless customer journeys. Modern consumers expect tailored recommendations, proactive service reminders, and frictionless interactions throughout their automotive ownership lifecycle. Customer experience analytics empowers automotive companies to map the entire customer journey, identify pain points, and deliver targeted interventions that foster brand loyalty. By integrating analytics into sales, marketing, and after-sales service processes, automotive firms can anticipate customer needs, resolve issues faster, and create memorable experiences that translate into repeat business and positive word-of-mouth referrals. This trend is further amplified by the rise of electric vehicles (EVs) and the unique customer expectations they bring, prompting OEMs to refine their analytics strategies for new market segments.

The evolution of cloud computing and SaaS-based analytics platforms is also fueling market expansion. Cloud deployment models offer scalability, flexibility, and cost advantages, enabling automotive organizations of all sizes to implement sophisticated analytics solutions without the need for significant upfront infrastructure investments. This democratization of analytics is particularly beneficial for dealerships and service providers, who can now access powerful tools to enhance customer engagement and operational efficiency. Additionally, the integration of AI and machine learning algorithms into analytics platforms is enabling real-time insights and predictive capabilities, allowing automotive players to stay ahead of market trends and evolving customer expectations.

Regionally, North America remains at the forefront of the Customer Experience Analytics for Automotive market, driven by the presence of leading automotive OEMs, a mature digital ecosystem, and high consumer expectations for personalized experiences. However, Asia Pacific is rapidly emerging as a key growth engine, fueled by the expanding automotive industry in countries like China, India, and Japan, as well as the region’s growing middle class and increasing digital adoption. Europe also holds a significant market share, supported by stringent regulatory requirements for customer data management and a strong focus on customer-centric business models. The Middle East & Africa and Latin America, while still nascent, are witnessing steady adoption of analytics solutions as automotive markets mature and competition intensifies.

Component Analysis

The component segment of the Customer Experience Analytics for Automotive market is bifurcated into software and services, each playing a pivotal role in shaping the market landscape. Software solutions form the backbone of analytics initiatives, offering capabilities such as data integration, dashboard visualization, predict

Customer Experience Platforms Market was valued at $9.02 Billion in 2023, and is projected to reach $USD v by 2032, at a CAGR of 3.62% from 2023 to 2032.

The size of the Customer Experience Management Market market was valued at USD 12.04 billion in 2023 and is projected to reach USD 38.58 billion by 2032, with an expected CAGR of 18.1 % during the forecast period. Customer experience management (CEM) market deals with the approaches and tools aimed at addressing the effective and efficient customer’s interaction and their relationship with a brand during his/her customer cycle. CEM refers to the process of gathering and analyzing customer data about how to deliver better services, understand their needs and wants better and effectively make them happier. Uses include customer feedback handling, mapping the customer journey and real-time analysis. Some modern tendencies that can be distinguished are the utilization of artificial intelligence and machine learning to anticipate the needs of customers, the focus on the omnichannel approach to make customers’ experience more consistent, and the further development of customer data platforms to provide more pleasant and personalized communication. The market is stimulated by the need to experience the value of the business, as well as create a sustainable customer base. Recent developments include: In November 2023, WPP plc, a company specializes in advertising, and public relations, and technology, collaborated with Sprinklr, enterprise software provider,to develop an integrated artificial intelligence (AI) solution to support end use companies in providing customers with more individualized and consistent experiences via Sprinklr's customer experience management platform (Unified-CXM). , In September 2023, Oracle Corporation, customer experience management provider, announced new capabilities powered by generative AI that would enhance development of connected customer information between its enterprise resource planning (ERP) and customer relationship management (CRM) systems for improved CX customization. , In March 2023, Adobe Inc. announced new AI capabilities to personalize digital experiences in Adobe Experience Cloud. Adobe Sensei GenAI, a copilot for customer experience teams and marketers, is available in the Adobe Experience Cloud for various use cases, such as personalization and asset creation across the customer journey. , In March 2023, SAP SE announced integration of SAP Customer Experience (CX) portfolio to end use customers in various industries such as, automotive, retail. The company would provide CX end-to-end solutions integrating business processes. , In June 2023, Adobe unveiled new advancements around the Adobe Experience Cloud. The company announced the accessibility of Adobe Product Analytics for enterprise customers. It also announced significant enhancements to Adobe Experience Manager, Adobe Mix Modeler, Adobe Journey Optimizer, and Adobe Real-Time Customer Data Platform. , In June 2023, Avaya, a world-leading company in customer experience solutions announced its reworked professional services with the name Avaya Customer Experience Services (ACES), formerly known as Avaya Professional Services. The upgraded approach enables the smooth integration of AI, digital, and cloud technologies to deliver enhanced business outcomes to consumers. , In May 2023, Genesys, a world leader in experience orchestration cloud, announced Genesys Cloud EX solution aimed at engaging, motivating, and empowering the employees. , In May 2023, Medallia, Inc., a world leader in customer & employee experience, announced a strategic partnership with Cresta and expanded its integrations with Five9 and LivePerson. These partnerships are aimed at further strengthening the conversational AI technologies of the company that are used for agent assistance in real-time with customer service teams. , In May 2023, Oracle announced the deployment of its retail solutions on the cloud at Prada Group by combining its digital and physical offerings to get in touch with its customers better and utilize data for delivering an increasingly custom experience. , In May 2023, SAS announced its collaboration with ECXO, a European Customer Experience Organization that is specialized in Customer Experience and focused on the EMEA region. , In April 2023, OpenText announced OpenText Cloud Editions (CE) 23.2, with approximately 75,000 innovations that were introduced in the last year to assist customers in accelerating their cloud-centric digital transformation. .