Dublin, Oct. 2, 2013 (GLOBE NEWSWIRE) -- Research and Markets ( http://www.researchandmarkets.com/research/4psp2w/customer ) has announced the addition of the "Customer Experience Management (CEM) Market -[VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics] Advanced Technologies, Touch Points, Adoption Trends, Market Size & Forecasts (2012 - 2017)" report to their offering.
Customer experience management (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, has gaining widespread adoption because it enables companies to serve customers efficiently, thereby creating retention, reducing churn and improving competitive abilities. In the previous year, several companies had begun to invest heavily on solutions that optimize interactions from the customer's perspective and thereby enhance customer loyalty. Growth of communication media majorly affects customer expectations and behavior, ultimately impacting end user experiences. To understand these experience and drive the appropriate insight from voice of the customer (VOC), companies uses analytical tools such as enterprise feedback management (EFM) 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. In order to get globally connected, companies must frequently monitor these touch points and follow up with their customers by understanding their needs and wants for improving customer loyalty and experience. In the competitive world, leading companies will be focusing on a customer centric approach rather than a company centric approach. Towards this, enterprises will be adapting newer ways to connect customers with organization for regular feedback.
The report focuses on the latest trends and advancements in customer experience solutions that provide strategies, process models, and information technology (IT) to design, manage and optimize the end-to-end customer experience process. The report also includes market analysis and forecasts across various touch points, types of analytical tools, vertical segments, size of the organization and geographical regions.
Key Topics Covered:
1 Introduction
2 Executive Summary
3 Market Overview
4 CEM: Enterprise Need & Adoption Trends
5 CEM: Market Size & Forecast, By Types
6 CEM Market Size & Forecast, By Channels/Touch Points
7 CEM: Market Size & Forecast, By Organization Size
8 CEM: Market Size & Forecast, By Vertical Segments
9 Telco CEM Through Network Management: Market Size & Forecast
10 CEM: Market Size & Forecast, By Geographies
11 CEM: Best Practices & Growth Factors
12 Competitive Landscape
13 Company Profiles (Key Industry Players)
Companies Mentioned :
- Adobe Systems Incorporated
- Arantech
- Chatterplug, Inc.
- Cisco Systems, Inc.
- Ericsson
- Hewlett-Packard Company
- IBM
- Nice-Systems Ltd.
- Nokia Siemens Networks
- Oracle Corporation
- Riverstar Software, Inc.
- Satmetrix Systems, Inc.
- Tekelec
For more information visit http://www.researchandmarkets.com/research/4psp2w/customer
Research and Markets
Laura Wood, Senior Manager.
press@researchandmarkets.com
U.S. Fax: 646-607-1907
Fax (outside U.S.): +353-1-481-1716
Sector: Computing and Technology
