The investment in CEM will reach 13.18 billion dollars in 2021

According to the “Customer Experience Management Market” report published by Markets and Markets, it is estimated that the global customer experience management market (CEM) will experience an annual growth rate of 21.1%, from 5.06 billion dollars in 2016 to 13.18 billion in 2021.

Several factors explain the momentum that the CEM (Customer Experience Management) market is already experiencing and will undoubtedly become more pronounced in the coming years: managing the customer experience throughout the entire process, retention and increased customer loyalty, increased e-commerce and m-commerce, or the need for companies to gain a competitive advantage in their respective sectors, among others.

Contact centers will dominate the investment in CEM

It is one of the main conclusions reached in this report. The CEM market is divided into corporate websites, stores, contact centers, mobiles, social networks, email and others. Of all of them, the contact center segment is expected to maintain a market share above the rest until 2021.

The contact center will be especially focused on managing customer queries in the most efficient and efficient possible way with the dual objective of reducing costs and customer loyalty.

The manufacturing sector will experience the highest growth in CEM

Within the vertical industries, the manufacturing sector will experience the greatest growth during the indicated period, mainly due to the greater interest shown by these companies in retaining their customers, while at the same time attracting new customers. The permanent “price war”, the economic fluctuations or the challenge of the operational costs will be the main challenges that these companies will face.

US will lead the growth in Customer Experience Management (CEM)

Finally, the report focuses on the growth of CEM investments by regions, strategies and actors. In this sense, the United States is expected to lead the global customer experience management market through the presence of key companies. All of them, including companies from other regions such as Finland, India or the United Kingdom, will undertake different strategies, mainly mergers and acquisitions, partnerships and collaborations, and launch new products to increase their participation in the global customer experience management market.