Dublin, Jan. 6, 2015 (GLOBE NEWSWIRE) -- Research and Markets (http://www.researchandmarkets.com/research/7pmbgs/customer)
has announced the addition of the "Customer Experience Management Market (VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics) - Advanced Technologies, Touch Points, Adoption Trends, Market Size & Forecasts (2014 - 2019)"
report to their offering.
Customer Experience Management (CEM) is becoming more popular, driven by its analytical tools used for analyzing customer feedback from various touch points including company website, branch, web, mobile and social media.
CEM is an overriding concept driven by extensive competition among several companies to serve customers in an efficient way. Last year, several companies began investing heavily in solutions which optimize interactions from the customer's perspective and thereby enhance customer loyalty.
This report focuses on the latest trends and advancements in customer experience solutions which provide strategies, process models, and information technology to design, manage, and optimize the end-to-end customer experience process. The report includes market analysis of various touch points and types of analytical tools, verticals, organization size, and geographical regions.
Growth of communication media majorly affects customer expectations and behavior and ultimately this will have an impact on end user experiences. To understand these experiences and drive the appropriate insight from the Voice of the Customer (VoC), companies use analytical tools such as enterprise feedback management software, text analytics, web analytics, speech analytics, and other analytics.
The usage of mobile and social media touch points is increasing rapidly for sharing views and ideas. So, in the era of connected world, companies have to continuously monitor these touch points for regular follow up with their customers and understand their needs and wants for improving their experience. In order to become leaders in the competitive world, companies have to focus on customer-centric approach rather than on company centric, so they are adapting new ways to connect customers with organizations for regular feedback.
The report also focuses on Telco Customer Experience Management market by taking into consideration service quality management, service level agreement monitoring, service monitoring, fault management, and performance management with respect to network planning and network management. The Telco CEM includes CEM across telecommunication networks; The Telco CEM is segmented into five geographical regions, namely North America, South America, Europe, Asia-Pacific, and Middle East and Africa.
The report covers key industry players such as Adobe, Alcatel-Lucent, Amdocs, Cisco, Ericsson, Hewlett-Packard, Huawei, IBM, Nokia Networks, and Oracle.
This research report categorizes the global Customer Experience Management and VoC analytics market on the basis of analytic types, such as enterprise feedback management, text analytics, web analytics, speech analytics, and other analytics.
Markets Covered
This CEM & VoC Analytics market research report categorizes the global market on the basis of analytic type, touch point, various industries, and region, forecasting volumes and revenues and analyzing trends in each of the submarkets:
Key Topics Covered:
1 Introduction
2 Executive Summary
3 Market Overview
4 CEM: Enterprise Need & Adoption Trends
5 CEM: Market Size & Forecast, By Type
6 Customer Experience Management: Market Size & Forecast, By Channel/Touch Point
7 Customer Experience Management: Market Size & Forecast, By Organization Size
8 Customer Experience Management: Market Size & Forecast, By Vertical Segment
9 Telco Customer Experience Management Through Network Management: Market Size & Forecast
10 Customer Experience Management: Market Size & Forecast, By Region
11 Customer Experience Management: Best Practices & Growth Factors
12 Competitive Landscape
13 Company Profiles (Key Industry Players)
Companies Mentioned:
- Adobe Systems Incorporated
- Alcatel-Lucent
- Amdocs Limited
- Cisco Systems, Inc.
- Ericsson
- Hewlett-Packard Company
- Huawei
- IBM
- Nokia Siemens Networks
- Oracle Corporation
For more information visit http://www.researchandmarkets.com/research/7pmbgs/customer