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Customer Experience Management Market Worth USD 32.53 Billion by 2029 | Report by Fortune Business Insights

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Pune, India, Jan. 16, 2023 (GLOBE NEWSWIRE) — The global customer experience management market size was valued at USD 10.11 billion in 2021. The market is projected to grow from USD 11.34 billion in 2022 to USD 32.53 billion by 2029, exhibiting a CAGR of 16.2% during the forecast period, 2022-2029. This information is presented by Fortune Business Insights, in its report titled, “Customer Experience Management Market Forecast, 2023-2029.”

Key Industry Developments:

Genesys and Qualtrics entered into a strategic partnership to deliver world-class customer experience solutions at scale.

Medallia Inc. entered into a strategic partnership with Facebook to enable businesses of all scales and sizes to act, share, and collaborate to customer feedback through the Medallia customer experience management platform and Facebook’s workplace.

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Report Scope & Segmentation

Report Coverage Details
Forecast Period 2022 to 2029
Forecast Period 2022 to 2029 CAGR 16.2%
2029 Value Projection USD 32.53 Billion
Base Year 2021
Customer Experience Management Market Size in 2021 USD 10.11 Billion
Historical Data for 2018 to 2020
No. of Pages 160
Segments covered Component, Deployment, Enterprise Size, Touchpoint, End-user and Geography

Key Takeaways

  • By deployment, On-premises segment will generate largest revenue share.
  • The global market in BFSI industry is driven by the growing opportunity for customer experience.
  • By type, Access segment holds a significant share in the global market.
  • Customer Experience Management Market Size in North America was USD 732.6 Million in 2021.


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https://www.fortunebusinessinsights.com/industry-reports/customer-experience-management-cem-market-101661

Drivers & Restraints

  • Surging Adoption of Artificial Intelligence and Augmented Reality to Create Lucrative Growth Opportunities
  • The rapid digitization and the dynamic consumer demand have led major businesses to adopt advanced customer experience management solutions to improve customer loyalty and reduce customer churn rates. Additionally, the changing purchasing patterns of consumers have induced the organizations to adopt bots or virtual assistants. The dynamic consumer needs and the increasing focus of enterprises to improve customer experience are anticipated to boost the Customer Experience Management market growth.
  • The growing adoption of AI and AR have is anticipated lucrative growth opportunities for the market as task automation and self-service resolutions can be achieved with the incorporation of AI and AR.  Also, advanced AI applications such as digital assistants, chat bots, biometric measures, and facial recognition improve customer experience and profitability. The rising adoption of advanced AI and AR technologies are anticipated to accumulate growth for the market.
  • However, the rising concerns over data privacy and security may hinder Customer Experience Management Market growth.

Segmentation

  • Based on component, the market is bifurcated into services and solutions.
  • By deployment model, the market is segregated into cloud and on-premises.
  • By enterprise size, the market is classified into large enterprises and small and medium enterprises. In terms of touchpoint, the market is divided into call center, website, mobile applications, email, social media, and others.
  • By end-user, the market is categorized into BFSI, rental and consumer goods, IT and telecom, healthcare, automotive, media and entertainment, government, and others.
  • Geographically, the Customer Experience Management Market is classified into North America, Europe, Asia Pacific, Latin America, and the Middle East & Africa.

Report Coverage

  • The Customer Experience Software Market report provides a 360-degree evaluation of the prospected market.
  • The report provides information on the various market segments; type, activity, run time, etc.
  • The Customer Experience Management Market report incorporates Porters’ Five Forces Analysis and PESTLE Analysis for an accurate market prediction.
  • The report analyzes the impact of the COVID-19 pandemic and suggests strategies for future growth.
  • The CEM Market report highlights the market’s competitive landscape and presents vital information on new product launches, latest industry developments, key market trends, and others.

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Regional Insights

North America to Witness the Highest Growth Due to Early Technology Adoption

North America is projected to witness the highest growth in the global customer experience management market share. The early adoption of technologies such as big data analytics, AI, and cloud computing in the U.S. and the surging investments in the research and development activities are anticipated to drive the growth of the market.

Asia Pacific is anticipated to gain immense growth due to the rapid development of the e-commerce sector in the region. Additionally, the growing number of mobile phone users and internet users are expected to stimulate the Customer Experience Management Market growth.

The Middle East & Africa is expected to exhibit considerable growth in the coming years due to the surging internet and social media penetration.

Competitive Landscape

Key Players Invest in Advanced Technologies to Enhance Customer Experience Management Solutions & Garner Growth

The key players in the market are focused on improving existing technologies and software. They are investing in advanced technologies to enhance customer experience management solutions. Several companies are eyeing partnership, merger, acquisition, and collaboration strategies to launch new products and others to generate greater revenues and enhance their market presence.

Companies Profiled Customer Experience Management Market:

  • Zendesk Inc. (San Francisco, U.S.)
  • SAP SE (Walldorf, Germany)
  • Oracle Corporation (Texas, U.S.)
  • Adobe Inc. (California, U.S.)
  • Medallia Inc. (California, U.S.)
  • OpenText Corporation (Waterloo, Canada)
  • Microsoft Corporation (Washington, U.S.)
  • Salesforce.com, Inc. (California, U.S.)
  • Genesys (California, U.S.)
  • Freshworks Inc. (California, U.S.)

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Major Table of Contents:

  • Global Customer Experience Management Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2018-2029
    • Key Findings
    • By Component (USD)
      • Solution
      • Services
        • Professional
        • Managed
    • By Deployment Model (USD)
      • Cloud
      • On-premises
    • By Enterprise Size (USD)
      • Large Enterprises
      • Small and Medium Enterprises
    • By Touchpoints (USD)
      • Call Center
      • Website
      • Mobile Applications
      • Email
      • Social Media
      • Others (Virtual Assistants, Loyalty Programs, etc.)
    • By End-user (USD)
      • BFSI
      • Rental and Consumer Goods
      • IT and Telecom
      • Healthcare
      • Automotive
      • Media and Entertainment
      • Government
      • Others (Oil and Gas, Education, Etc.)
    • By Region (USD)
      • North America
      • Latin America
      • Europe
      • Middle East & Africa
      • Asia Pacific
  • North America Customer Experience Management Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2018-2029
    • Key Findings
    • By Component (USD)
      • Solution
      • Services
        • Professional
        • Managed
    • By Deployment Model (USD)
      • Cloud
      • On-premises
    • By Enterprise Size (USD)
      • Large Enterprises
      • Small and Medium Enterprises
    • By Touchpoints (USD)
      • Call Center
      • Website
      • Mobile Applications
      • Email
      • Social Media
      • Others (Virtual Assistants, Loyalty Programs, etc.)
    • By End-user (USD)
      • BFSI
      • Rental and Consumer Goods
      • IT and Telecom
      • Healthcare
      • Automotive
      • Media and Entertainment
      • Government
      • Others (Oil and Gas, Education, Etc.)
    • By Country (USD)
      • United States (By End-user)
      • Canada (By End-user)

TOC Continued…!

Related Reports:

Customer Relationship Management Market Size, Share, Revenue Forecast and Opportunities

Loyalty Management Market Overview, Industry Share and Forecast

Customer Data Platform Market Size, Share, Opportunities & Analysis

About Us:

Fortune Business Insights™ offers expert corporate analysis and accurate data, helping organizations of all sizes make timely decisions. We tailor innovative solutions for our clients, assisting them to address challenges distinct to their businesses. Our goal is to empower our clients with holistic market intelligence, giving a granular overview of the market they are operating in.

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Email: [email protected]

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Artificial Intelligence

Tencent Announces Winners of Flagship CarbonX Program to Combat Climate Change

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SHENZHEN, China, May 23, 2024 /PRNewswire/ — Tencent (00700.HK) is awarding 13 exceptional teams that won the first phase of its groundbreaking CarbonX Program, which is aimed at boosting promising new climate technologies. The winners, which emerged from a pool of 30 finalists and more than 300 initial applications, will receive a total of around RMB 100 million (US$14 million) in financial support from Tencent. It showcases the company’s commitment to driving sustainable social innovations in the fight against climate change.

CarbonX was launched in March 2023 to advance the next generation of low-carbon technologies. Tencent has committed RMB 200 million (US$28 million) in catalytic funding over the next three years to innovative ideas that might otherwise languish or fail to gain traction.
CarbonX’s first phase focused on carbon capture, utilization, and storage (CCUS), as well as technology-based carbon removal. These solutions were chosen for their unique ability to curb emissions from hard-to-abate industries such as steel and cement, mitigate the continued reliance on fossil fuels, and reduce legacy emissions created from decades of industrialization.
Backed by Tencent’s mission of Tech for Good and an alliance of like-minded industry partners, CarbonX aims to help these cutting-edge technologies make the leap from the research or early startup stage to commercial scale. The ultimate goal is supporting them in making a significant impact toward the targets outlined in the Paris Agreement, which includes a 45 percent reduction in emissions by 2030 and achieving net-zero emissions by 2050.
Dr. Hao Xu, Tencent’s Vice President of Sustainable Social Value and Head of Tencent’s Carbon Neutrality Lab, said: “Technology innovation serves as the driving force to accelerate our progress toward achieving carbon neutrality. CarbonX program is aimed at fostering the growth of these technologies, driving positive impact across society, and laying the groundwork for a more sustainable future.”
Professor Jerry Yan, Chair Professor of the Hong Kong Polytechnic University and Co-chairman of the CarbonX expert committee, said: “To pave the path for a greener economy, we must champion the development of cutting-edge low-carbon technologies. Just as solar and wind power were nurtured in their infancy, emerging solutions like CCUS and tech-based carbon removal demand our early support.”
The program assembled a panel of experts from academia, industries, and the investor community as the jury, and welcomed submissions from diverse participants across three distinct tracks:
CarbonX Lab: Designed to incubate research institutions, universities, or labs that bring in game-changing climate solutionsCarbonX Accelerator: Designed to accelerate the growth of climate-tech startups that exhibit commercialization potentialCarbonX Infrastructure: Designed to support capacity building to facilitate industry developmentThe finalists comprise four projects from the Lab track, six from the Accelerator track, and three from the Infrastructure track. These projects explore innovative solutions, such as using steel slag to capture and store carbon directly from furnace exhaust, converting CO2 into sustainable aviation fuel and valuable chemicals through electrochemical reactions or microorganisms, and employing new approaches to directly capture CO2 from the atmosphere with the hope of slashing the cost to less than US$150 per ton.
Meanwhile, Tencent is also collaborating with Tsinghua University to develop a comprehensive system of Measure, Reporting and Verification (MRV) tools to accurately gauge progress toward decarbonization.
Aside from receiving financial and advisory support, several projects will also have the opportunity to collaborate with industry partners and test their research beyond the laboratory setting.
Building upon the success of the first phase, Tencent is poised to launch the second iteration of CarbonX globally as early as later this year in pursuit of early-stage climate tech innovation.

View original content:https://www.prnewswire.co.uk/news-releases/tencent-announces-winners-of-flagship-carbonx-program-to-combat-climate-change-302153596.html

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Artificial Intelligence

NEXCOM Delivers Exceptional Performance in Edge AI Video Analytics

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TAIPEI, May 23, 2024 /PRNewswire/ — NEXCOM, a leading supplier of network solutions, published AI and storage performance test results of its NSA 7160R: high-performance Edge server. NSA 7160R is powered by dual Intel® Xeon® Scalable processors for high computing, and enhanced with DDR5 memory, high-bandwidth PCIe Gen5 LAN modules, and high-capacity NVMe storage modules. The test results show the efficiency of the NSA 7160R in processing edge video server workloads and were explained in the accompanying paper. 

Edge AI Is the Future
With the rise of smart cities, processing data from cloud to the edge is becoming increasingly critical. Imagine the surge of visual data from ubiquitous security cameras – that information needs real-time analysis right where it’s collected. This is just the tip of the iceberg. As artificial intelligence permeates our lives, certain AI tasks will also need edge computing for efficient, lightning-fast performance. The key is to avoid bottlenecks in the data center by keeping things localized and streamlined.
Your Turnkey Solution Awaits
When it comes to Edge video servers, you need top-notch hardware and software that can handle all the “heavy lifting”. To speed up the total solution bringing up Intel comes in with their Intel® Edge Video Infrastructure (Intel® EVI) reference design. NEXCOM ran a bunch of tests using this design to evaluate its NSA 7160R for essential tasks including storage, image retrieval, and AI features such as inference and feature matching.
After conducting all tests, the results have shown that NSA 7160R meets all performance expectations with outstanding results. For a detailed breakdown of the solution description, test configuration, and results, please refer to the accompanying paper.
Intel, the Intel logo, and other Intel marks are trademarks of Intel Corporation or its subsidiaries.
About NEXCOM
Founded in 1992 and headquartered in Taipei, Taiwan, NEXCOM integrates its diverse capabilities and operates six global businesses, including the Network and Communication Solutions (NCS) unit. NCS focuses on the latest network technology and helps to build reliable network infrastructure, by delivering professional design and manufacturing services for customers all over the world. NCS’s network application platform is widely adopted in Cyber Security, Load Balancing, 5G uCPE, SD-WAN, SASE, Edge Computing, OT Security, Storage, NVR, and other network applications for businesses of all sizes.
Video – https://www.youtube.com/watch?v=4WlO8fyWnu4

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Artificial Intelligence

Qiming Venture Partners Promotes Alex Zhou to Managing Partner

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SHANGHAI, May 23, 2024 /PRNewswire/ — Qiming Venture Partners, a global-leading venture capital firm, is pleased to announce the promotion of Alex Zhou to Managing Partner.

As a Qiming home-grown Managing Partner, Alex first joined the firm in 2014 as a Vice President and has since emerged as one of the most active investors in frontier technologies, especially in the field of artificial intelligence. Alex will join fellow Managing Partners Duane Kuang, Nisa Leung and William Hu in managing Qiming’s operations.
In the past few years, Alex has actively participated in or led investments in many outstanding technology companies across the artificial intelligence, robotics, semiconductors, new energy vehicles, and software sectors. Notable among these include Roborock, UBTech, Unisound, Biren Technology, ROX Motor, VIEWTRIX Technology, Zhipu AI, Mech-Mind Robotics, Axera, HyperStrong, DeepWay, etc.
“I am deeply grateful for the guidance and trust I received from Qiming over the past 10 years.” Alex said. “We are at the forefront of a new wave of technological revolution. This era will undoubtedly bring about many bold innovators who will shape the future. Together with all the Managing Partners and colleagues at Qiming, I am excited and fully committed to seize the opportunities, embrace any potential challenges, explore new possibilities and build a better Qiming.”
Since its inception 18 years ago, Qiming has always committed to upgrading its institutional capabilities and team development in order to stay ahead in an ever-evolving technological and market landscape. The success achieved in the fields of healthcare, mobile internet and frontier technology is a testament to this strategic approach. Alex’s promotion to the most senior position in the firm demonstrates Qiming’s continued confidence in the future of technology innovation.
About Qiming Venture Partners
Qiming Venture Partners was founded in 2006. Currently, Qiming Venture Partners manages eleven US Dollar funds and seven RMB funds with $9.5 billion in capital raised. Since our establishment, we have invested in outstanding companies in the Technology and Consumer (T&C) and Healthcare industries at the early and growth stages.
Since our debut, we have backed over 530 fast-growing and innovative companies. Over 200 of our portfolio companies have achieved exits through IPOs at the NYSE, NASDAQ, HKEX, Shanghai Stock Exchange, or Shenzhen Stock Exchange, or through M&A or other means. There are also over 70 portfolio companies that have achieved unicorn or super unicorn status.
Many of our portfolio companies are today’s most influential firms in their respective sectors, including Xiaomi, Meituan, Bilibili, Zhihu, Roborock, Gan & Lee Pharmaceuticals, Tigermed, Zai Lab, CanSino Biologics, Schrödinger, APT Medical, New Horizon Health, Sanyou Medical, AmoyDx, Berry Genomics, SinocellTech, UBTech, Yuanxin Technology, Caidya, Belief BioMed, WeRide, among many others.

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