|By PR Newswire||
|August 11, 2014 06:30 AM EDT||
DALLAS, Aug. 11, 2014 /PRNewswire-iReach/ -- The CEM market is segmented by type, touch point, organization size, vertical, and region. CEM is garnering increasing popularity mainly driven by the application of tools that are employed for analyzing customer feedback from various touch points, such as company websites, branch, web, mobile, and social media. CEM, as a concept, is gaining widespread adoption, since it enables companies to serve customers efficiently, thereby creating retention, reducing churn, and improving competitive abilities. Previously, several companies had begun to invest heavily on solutions that optimize interactions from the customer's perspective and thereby enhance customer loyalty. The growth of communication media majorly affects customer expectations and behavior, ultimately impacting end user experiences. The report has been segmented in such a way that it covers various forms of the market which include simple Customer Experience Management (CEM), Customer Relationship Management (CRM), Social Customer Relationship Management (SCRM), Social Customer Experience Management (SCEM), and Telco Customer Experience Management. CEM is a collection of process, which uses a variety of technologies to gather customer feedback, understand their expectations, and improve the overall customer experience through different touch points. The aim of CEM is to change customers from satisfied to loyal and to become promoted thereafter. The CEM market is segmented by type, touch point, organization size, vertical, and region. Complete report is available at http://www.rnrmarketresearch.com/customer-experience-management-market-voc-analytics-feedback-management-web-analytics-text-analytics-speech-analytics-advanced-technologies-touch-points-adoption-trends-market-size-foreca-market-report.html .
The report focuses on CEM for Telco providers by taking into consideration aspects of Service Quality Management, Service Level Agreement monitoring, service monitoring, fault management, and performance management with respect to network planning and network management.
Under types of CEM, the Y-o-Y growth rates of text analytics are expected to be the highest throughout the forecast period. Most organizations prefer to have this software as it identifies the general market trend of customer needs, discloses the early warnings, product problems, and customer suggestions for improvement in product lifecycle period that helps to improve customer experience. Thus, this software is extremely crucial for organizations to maintain a competitive edge over others. Companies like Adobe Systems Incorporated, Alcatel-Lucent, Amdocs Limited, Cisco Systems, Inc., Ericsson, Huawei, Hewlett-Packard Company, Ibm, Nokia Siemens Networks, and Oracle Corporation are profiled in this research available for purchase at http://www.rnrmarketresearch.com/contacts/purchase?rname=203111 .
Table of Content
1.1 Key Takeaways
1.2 Report Description
1.3 Markets Covered
1.5 Research Methodology
2 Executive Summary
2.2 Overall Market Size
3 Market Overview
3.1 Market Definition: Customer Experience Management
3.2 Evolution of CEM
3.3 Market Segmentation
3.4 Winning Imperatives
3.5 Market Dynamics
3.6 Impact Analysis of Dros
3.7 Business Value Analysis
3.8 Value Chain
4 CEM: Enterprise Need & Adoption Trends
4.2 Traditional Crm Vs CEM
4.3 Voice of Customer Analytics
4.4 Impact of Cloud
4.5 Social Influence in Customer Experience
4.6 Tools & Techniques
4.6.1 Feedback Management
4.6.2 Web Content Management
4.6.3 Targeting &Personalization
4.6.4 Web Analytics
4.6.5 E-Mail &Campaign Management
4.6.6 Translation & Localization Services
4.6.7 Customer Relationship Management
4.6.8 Integrated Voice Response Technology
4.6.9 Natural Language Processing
4.6.10 Machine Learning
4.6.11 Artificial Intelligence Technologies
4.6.12 Service Quality Management
4.6.13 Service Level Agreement Monitoring
4.6.14 Service Monitoring
4.6.15 Fault Management
4.6.16 Performance Management
5 CEM: Market Size & Forecast, By Type
5.2 By Enterprise Feedback Management
5.3 By Web Analytics
5.4 By Text Analytics
5.5 By Speech Analytics
6 Customer Experience Management: Market Size & Forecast, By Channel/Touch Point
6.2 By Company Website
6.3 By Branch/Store
6.4 By Web
6.5 By Call Center
6.6 By Mobile
6.7 By Social Media
7 Customer Experience Management: Market Size & Forecast, By Organization Size
7.2 Small &Medium Businesses
8 Customer Experience Management: Market Size & Forecast, By Vertical Segment
8.2 Communication Services
8.3 Public Sector, Energy,& Utilities
8.4 Banking, Finance,& Insurance
8.6 Automotive & Transportation
8.7 Consumer Goods & Retail
8.8 Media & Entertainment
8.9 Travel & Hospitality
9 Telco Customer Experience Management Through Network Management: Market Size & Forecast
9.2 Market Overview & Current Trends
9.3 Sqm & Sla Monitoring Trends
9.5 Telecom CEM Market Size & Forecasts By Region
10 Customer Experience Management: Market Size & Forecast, By Region
10.2 North America
10.2.2 North America Market Size & Forecast By Type
10.3 Latin America
10.3.2 Market Size & Forecast
10.4.1 Market Size & Forecast
10.5.1 APAC Market Size & Forecast By Type
10.6 Middle East & Africa
10.6.1 Market Size & Forecast
11 Customer Experience Management: Best Practices & Growth Factors
11.1 Consulting Services
11.1.1 Overall Approach
11.2 Customer Experience
11.2.1 Best Practices
11.2.2 Future Trends
11.3 Vertical Penetration
11.3.1 Growth Factors
11.3.2 Future Trends
11.4 Enterprise Adoption Roadmap
12 Competitive Landscape
12.1 Competitive Ecosystem
13 Company Profiles (Details include Overview, Product & Services, Strategy & Analyst Insights, Developments and Publisher View)
13.1 Adobe Systems Incorporated
13.3 Amdocs Limited
13.4 Cisco Systems, Inc.
13.7 Hewlett-Packard Company
13.9 Nokia Siemens Networks
13.10 Oracle Corporation
Priced at US$ 4650 for a single user PDF license, request a discount on this research at http://www.rnrmarketresearch.com/contacts/discount?rname=203111 .
Browse Related Reports :
Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics) & Provider Type (ISP, TSP, MSP) – Global Advancements, Worldwide Forecasts & Analysis (2014-2019) is a July 2014 publication of 202 pages. This report helps to understand the competitor and gain more insights to better position their business. It has a section on competitive landscape, including competitor ecosystem, Mergers and Acquisitions (M&A), and Venture Capital (VC) funding. Companies profiled in this report include Adobe Systems, Amdocs, Alcatel Lucent, Cisco, Egain Corporation, Ericsson, HP, IBM, Nokia Siemens Network, and Oracle. Complete report is available at http://www.rnrmarketresearch.com/service-quality-management-sqm-and-telco-customer-experience-management-cem-market-by-product-type-efm-web-analytics-text-analytics-speech-analytics-provider-type-isp-tsp-msp-global-a-market-report.html .
Explore more reports on the Information Technology & Telecommunication at http://www.rnrmarketresearch.com/reports/information-technology-telecommunication .
RnRMarketResearch.com is a database of syndicated market research reports and in-depth studies covering 5000+ micro markets.
Media Contact: Priyank Tiwari, RnR Market Researh, + 1 888 391 5441, [email protected]
News distributed by PR Newswire iReach: https://ireach.prnewswire.com
SYS-CON Events announced today that Gridstore™, the leader in hyper-converged infrastructure purpose-built to optimize Microsoft workloads, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Gridstore™ is the leader in hyper-converged infrastructure purpose-built for Microsoft workloads and designed to accelerate applications in virtualized environments. Gridstore’s hyper-converged infrastructure is the industry’s first all flash version of HyperConverged Appliances that include both compute and storag...
May. 6, 2015 01:15 AM EDT Reads: 5,317
SYS-CON Events announced today that AIC, a leading provider of OEM/ODM server and storage solutions, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. AIC is a leading provider of both standard OTS, off-the-shelf, and OEM/ODM server and storage solutions. With expert in-house design capabilities, validation, manufacturing and production, AIC's broad selection of products are highly flexible and are configurable to any form factor or custom configuration. AIC leads the industry with nearly 20 years of ...
May. 6, 2015 01:15 AM EDT Reads: 5,876
We heard for many years how developing nations would be able to develop mobile-phone networks quickly, perhaps even leapfrog developed nations, because their lack of traditional, wired networks would not inhibit them from deploying the new technology. Now there is talk of history repeating itself with the Industrial Internet--a key aspect of the emerging Internet of Things. For example, Guo Ping, Deputy Chairman of the Board of Chinese electronics giant Huawei, said in a recent report from the World Economic Forum, "The Industrial Internet will afford emerging markets a unique opportunity ...
May. 5, 2015 11:00 PM EDT Reads: 736
Avnet, Inc. has announced that it ranked No. 4 on the InformationWeek Elite 100 – a list of the top business technology innovators in the U.S. Avnet was recognized for the development of an innovative cloud-based training system that serves as the foundation for Avnet Academy – the company’s education and training organization focused on technical training around top IT vendor technologies. The development of this system allowed Avnet to quickly expand its IT-related training capabilities around the world, while creating a new service that Avnet and its IT solution providers can offer to their...
May. 5, 2015 04:15 PM EDT Reads: 940
Ayla Networks, whose agile Internet of Things (IoT) platform makes it easy for manufacturers to deliver secure, connected products, today announced it has been included in the list of "Cool Vendors" in the Internet of Things report by Gartner, Inc. “Gartner knows how important it is that manufacturers of all kinds of products have the right IoT solution to help turn their products into connected ‘things,’” said David Friedman, CEO and co-founder of Ayla Networks. “The market for Ayla’s IoT platform has accelerated dramatically this year compared to last year. Today’s largest manufacturers ar...
May. 5, 2015 02:00 PM EDT Reads: 518
SYS-CON Events announced today that B2Cloud, a provider of enterprise resource planning software, will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. B2cloud develops the software you need. They have the ideal tools to help you work with your clients. B2Cloud’s main solutions include AGIS – ERP, CLOHC, AGIS – Invoice, and IZUM
May. 5, 2015 12:00 PM EDT Reads: 4,492
The Internet of Things Maturity Model (IoTMM) is a qualitative method to gauge the growth and increasing impact of IoT capabilities in an IT environment from both a business and technology perspective. In his session at @ThingsExpo, Tony Shan will first scan the IoT landscape and investigate the major challenges and barriers. The key areas of consideration are identified to get started with IoT journey. He will then pinpoint the need of a tool for effective IoT adoption and implementation, which leads to IoTMM in which five maturity levels are defined: Advanced, Dynamic, Optimized, Primitive,...
May. 5, 2015 11:45 AM EDT Reads: 1,171
There is no doubt that Big Data is here and getting bigger every day. Building a Big Data infrastructure today is no easy task. There are an enormous number of choices for database engines and technologies. To make things even more challenging, requirements are getting more sophisticated, and the standard paradigm of supporting historical analytics queries is often just one facet of what is needed. As Big Data growth continues, organizations are demanding real-time access to data, allowing immediate and actionable interpretation of events as they happen. Another aspect concerns how to deliver ...
May. 5, 2015 11:00 AM EDT Reads: 5,814
SYS-CON Events announced today that MangoApps will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY., and the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. MangoApps provides private all-in-one social intranets allowing workers to securely collaborate from anywhere in the world and from any device. Social, mobile, and easy to use. MangoApps has been named a "Market Leader" by Ovum Research and a "Cool Vendor" by Gartner...
May. 5, 2015 11:00 AM EDT Reads: 4,407
The world's leading Cloud event, Cloud Expo has launched Microservices Journal on the SYS-CON.com portal, featuring over 19,000 original articles, news stories, features, and blog entries. DevOps Journal is focused on this critical enterprise IT topic in the world of cloud computing. Microservices Journal offers top articles, news stories, and blog posts from the world's well-known experts and guarantees better exposure for its authors than any other publication. Follow new article posts on Twitter at @MicroservicesE
May. 5, 2015 11:00 AM EDT Reads: 2,948
Containers and microservices have become topics of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 16th Cloud Expo at the Javits Center in New York June 9-11 will find fresh new content in a new track called PaaS | Containers & Microservices Containers are not being considered for the first time by the cloud community, but a current era of re-consideration has pushed them to the top of the cloud agenda. With the launch of Docker's initial release in March of 2013, interest was revved up several notches. Then late last...
May. 5, 2015 11:00 AM EDT Reads: 3,934
So I guess we’ve officially entered a new era of lean and mean. I say this with the announcement of Ubuntu Snappy Core, “designed for lightweight cloud container hosts running Docker and for smart devices,” according to Canonical. “Snappy Ubuntu Core is the smallest Ubuntu available, designed for security and efficiency in devices or on the cloud.” This first version of Snappy Ubuntu Core features secure app containment and Docker 1.6 (1.5 in main release), is available on public clouds, and for ARM and x86 devices on several IoT boards. It’s a Trend! This announcement comes just as...
May. 5, 2015 10:45 AM EDT Reads: 2,257
WebRTC defines no default signaling protocol, causing fragmentation between WebRTC silos. SIP and XMPP provide possibilities, but come with considerable complexity and are not designed for use in a web environment. In his session at @ThingsExpo, Matthew Hodgson, technical co-founder of the Matrix.org, discussed how Matrix is a new non-profit Open Source Project that defines both a new HTTP-based standard for VoIP & IM signaling and provides reference implementations.
May. 5, 2015 10:45 AM EDT Reads: 4,421
The security devil is always in the details of the attack: the ones you've endured, the ones you prepare yourself to fend off, and the ones that, you fear, will catch you completely unaware and defenseless. The Internet of Things (IoT) is nothing if not an endless proliferation of details. It's the vision of a world in which continuous Internet connectivity and addressability is embedded into a growing range of human artifacts, into the natural world, and even into our smartphones, appliances, and physical persons. In the IoT vision, every new "thing" - sensor, actuator, data source, data con...
May. 5, 2015 10:30 AM EDT Reads: 5,442
The WebRTC Summit 2015 New York, to be held June 9-11, 2015, at the Javits Center in New York, NY, announces that its Call for Papers is open. Topics include all aspects of improving IT delivery by eliminating waste through automated business models leveraging cloud technologies. WebRTC Summit is co-located with 16th International Cloud Expo, @ThingsExpo, Big Data Expo, and DevOps Summit.
May. 5, 2015 10:15 AM EDT Reads: 3,184
The Internet of Things is not new. Historically, smart businesses have used its basic concept of leveraging data to drive better decision making and have capitalized on those insights to realize additional revenue opportunities. So, what has changed to make the Internet of Things one of the hottest topics in tech? In his session at @ThingsExpo, Chris Gray, Director, Embedded and Internet of Things, discussed the underlying factors that are driving the economics of intelligent systems. Discover how hardware commoditization, the ubiquitous nature of connectivity, and the emergence of Big Data a...
May. 5, 2015 10:00 AM EDT Reads: 5,597
SYS-CON Events announced today the IoT Bootcamp – Jumpstart Your IoT Strategy, being held June 9–10, 2015, in conjunction with 16th Cloud Expo and Internet of @ThingsExpo at the Javits Center in New York City. This is your chance to jumpstart your IoT strategy. Combined with real-world scenarios and use cases, the IoT Bootcamp is not just based on presentations but includes hands-on demos and walkthroughs. We will introduce you to a variety of Do-It-Yourself IoT platforms including Arduino, Raspberry Pi, BeagleBone, Spark and Intel Edison. You will also get an overview of cloud technologies s...
May. 5, 2015 10:00 AM EDT Reads: 3,959
SYS-CON Media announced today that @WebRTCSummit Blog, the largest WebRTC resource in the world, has been launched. @WebRTCSummit Blog offers top articles, news stories, and blog posts from the world's well-known experts and guarantees better exposure for its authors than any other publication. @WebRTCSummit Blog can be bookmarked ▸ Here @WebRTCSummit conference site can be bookmarked ▸ Here
May. 5, 2015 09:45 AM EDT Reads: 3,463
Scott Jenson leads a project called The Physical Web within the Chrome team at Google. Project members are working to take the scalability and openness of the web and use it to talk to the exponentially exploding range of smart devices. Nearly every company today working on the IoT comes up with the same basic solution: use my server and you'll be fine. But if we really believe there will be trillions of these devices, that just can't scale. We need a system that is open a scalable and by using the URL as a basic building block, we open this up and get the same resilience that the web enjoys.
May. 5, 2015 09:45 AM EDT Reads: 5,971
In his session at WebRTC Summit, Peter Dunkley, Technical Director at Acision, will look at creating interactive communications via the web by adding messaging, file transfer, and group communication (group chat and audio/video conferencing) into the web experience. He will also discuss potential applications of this technology in areas including B2B, B2C, P2P, and gaming. Peter Dunkley is Technical Director at Acision. He graduated from The University of Edinburgh in 2000 with a BSc (Hons) in Computer Science. After graduation Peter worked on a PSTN switch developing signalling stacks for SS...
May. 5, 2015 09:39 AM EDT Reads: 544