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Asia Pacific Customer Experience Management Market Forecast to 2028 – COVID-19 Impact and Regional Analysis – by Component (Solution and Service), Deployment Mode (On Premise and Cloud based), Organization Size (Small and Medium Enterprises (SMEs) and Large Enterprises), Touchpoint (Call Center, Website, Mobile Application, Email, Social Media, and Others), and Industry Vertical (IT and Telecom, BFSI, Energy and Utilities, Government, Retail, Manufacturing, and Others)

The customer experience management market in Asia Pacific is expected to grow from US$ 2,676.57 million in 2022 to US$ 7,513.73 million by 2028. It is estimated to grow at a CAGR of 18.8% from 2022 to 2028.

Incorporation of New Business Models

Significant structural changes emerged from traditional business structures, resulting in a new, profitable concept called the “on-demand” business model. This business structure focuses primarily on providing direct customer-centric services, thereby expanding the customer base to meet customer requirements in a short period and be supported by superior customer products and services. Investors are primarily focused on investing in such companies, as these business models are based on higher rates of return combined with better customer service. For example, one of the most common causes of such large-scale funding is Uber, which received about US$ 8.6 billion in funding in 2016, and Airbnb, which raised about US$ 2.4 billion in 2016. The increasing popularity of the on-demand business model boosts the acceptance of omnichannel shopping experiences. Furthermore, the need to personalize consumer behavior led companies to embark on strategic initiatives expected to increase overall product sales and profitability.

Market Overview

Asia Pacific is one of the emerging markets for customer experience tool vendors as the region’s information technology industry has grown subsequently over the last decade. According to a recent World Bank report, ~85% of the top 20 tech companies in APAC reported YoY earnings growth in 2021 despite experiencing inflationary pressures and supply chain disruptions caused by the COVID-19 pandemic. Furthermore, Taiwan continues to outperform the list of the top 20 APAC tech companies by sales, followed by Japan, China, South Korea, and Singapore. India and Indonesia are also growing due to emerging technology services. Hence, such factors are driving the customer experience management market growth. In addition, according to a recent report by SalesForce, executives across APAC support progress of CX technology, and 79% acknowledge that CEM is important for providing a seamless customer experience (CX). Furthermore, nearly half of all executives surveyed have confirmed that providing superior CX across multiple channels is a top priority for the next 12 months. ~81% of executives are anticipated to see CRM adoption grow beyond sales and service/support over the next three to five years, improving coordination between teams and customer experience. Such factors are likely to boost the customer experience management market growth over the forecast period.

Asia Pacific Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)

Asia Pacific Customer Experience Management Market Segmentation

The Asia Pacific customer experience management market is segmented into component, deployment mode, organization size, touch point, industry vertical, and country.

Based on component, the market is segmented into solution and service. The solution segment registered the largest market share in 2022.

Based on deployment mode, the market is segmented into on premise and cloud based. The cloud based segment held a larger market share in 2022.

Based on organization size, the market is segmented into small and medium enterprises and large enterprises. The large enterprises segment held the largest market share in 2022.

Based on touch point, the market is segmented into call center, website, mobile application, email, social media, and others. The call center segment held the largest market share in 2022.

Based on industry vertical, the market is segmented into IT and telecom, BFSI, energy and utilities, government, retail, manufacturing, and others. The IT and telecom segment held the largest market share in 2022.

Based on country, the market is segmented into China, Japan, India, Australia, South Korea, and Rest of Asia Pacific. China dominated the market share in 2022.
Adobe; Avaya Inc.; IBM Corporation; NICE Ltd.; Oracle Corporation; SAP SEl; Verint Systems, Inc.; Zendesk; SAS Institute Inc.; and Salesforce.com, inc. are the leading companies operating in the customer experience management market in the region.

TABLE OF CONTENTS

1. Introduction
1.1 Study Scope
1.2 The Insight Partners Research Report Guidance
1.3 Market Segmentation
1.3.1 Asia Pacific Customer Experience Management Market – By Component
1.3.2 Asia Pacific Customer Experience Management Market – By Deployment Mode
1.3.3 Asia Pacific Customer Experience Management Market – By Organization Size
1.3.4 Asia Pacific Customer Experience Management Market – By Touchpoint
1.3.5 Asia Pacific Customer Experience Management Market – By Industry Vertical
1.3.6 Asia Pacific Customer Experience Management Market – By Country
2. Key Takeaways
3. Research Methodology
3.1 Coverage
3.2 Secondary Research
3.3 Primary Research
4. Asia Pacific Customer Experience Management Market Landscape
4.1 Market Overview
4.2 PEST Analysis
4.3 Ecosystem Analysis
4.4 Expert Opinions
5. Asia Pacific Customer Experience Management Market – Market Dynamics
5.1 Key Market Drivers
5.1.1 Widening Adoption of Artificial Intelligence
5.1.2 Increasing E-Commerce Industries
5.2 Key Market Restraints
5.2.1 Higher Concerns Regarding Data Breaching and Security
5.3 Key Market Opportunities
5.3.1 Boosting Innovation in Omni Channel Shopping
5.4 Future Trends
5.4.1 Incorporation of New Business Models
5.5 Impact Analysis of Drivers and Restraints
6. Asia Pacific Customer Experience Management Market Analysis
6.1 Overview
6.2 Asia Pacific Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
7. Asia Pacific Customer Experience Management Market Analysis – By Component
7.1 Overview
7.2 Asia Pacific Customer Experience Management Market Revenue and Forecast, by Component
7.3 Solution
7.3.1 Overview
7.3.2 Solution Market Revenue and Forecast to 2028 (US$ Million)
7.4 Service
7.4.1 Overview
7.4.2 Service Market Revenue and Forecast to 2028 (US$ Million)
8. Asia Pacific Customer Experience Management Market Analysis – By Deployment Mode
8.1 Overview
8.2 Asia Pacific Customer Experience Management Market Revenue and Forecast, by Deployment Mode
8.3 On Premise
8.3.1 Overview
8.3.2 On Premise Market Revenue and Forecast to 2028 (US$ Million)
8.4 Cloud based
8.4.1 Overview
8.4.2 Cloud based Market Revenue and Forecast to 2028 (US$ Million)
9. Asia Pacific Customer Experience Management Market Analysis – By Organization Size
9.1 Overview
9.2 Asia Pacific Customer Experience Management Market Revenue and Forecast, by Organization Size
9.3 Small and Medium Enterprises
9.3.1 Overview
9.3.2 Small and Medium Enterprises Market Revenue and Forecast to 2028 (US$ Million)
9.4 Large Enterprises
9.4.1 Overview
9.4.2 Large Enterprises Market Revenue and Forecast to 2028 (US$ Million)
10. Asia Pacific Customer Experience Management Market Analysis – By Touchpoint
10.1 Overview
10.2 Asia Pacific Customer Experience Management Market Revenue and Forecast, by Touchpoint
10.3 Call Center
10.3.1 Overview
10.3.2 Call Center Market Revenue and Forecast to 2028 (US$ Million)
10.4 Website
10.4.1 Overview
10.4.2 Website Market Revenue and Forecast to 2028 (US$ Million)
10.5 Mobile application
10.5.1 Overview
10.5.2 Mobile application Market Revenue and Forecast to 2028 (US$ Million)
10.6 Email
10.6.1 Overview
10.6.2 Email Market Revenue and Forecast to 2028 (US$ Million)
10.7 Social Media
10.7.1 Overview
10.7.2 Social Media Market Revenue and Forecast to 2028 (US$ Million)
10.8 Others
10.8.1 Overview
10.8.2 Others Market Revenue and Forecast to 2028 (US$ Million)
11. Asia Pacific Customer Experience Management Market Analysis – By Industry Vertical
11.1 Overview
11.2 Asia Pacific Customer Experience Management Market, by Industry Vertical
11.3 IT and Telecom
11.3.1 Overview
11.3.2 IT and Telecom Market Revenue and Forecast to 2028 (US$ Million)
11.4 BFSI
11.4.1 Overview
11.4.2 BFSI Market Revenue and Forecast to 2028 (US$ Million)
11.5 Retail
11.5.1 Overview
11.5.2 Retail Market Revenue and Forecast to 2028 (US$ Million)
11.6 Energy and Utilities
11.6.1 Overview
11.6.2 Energy and Utilities Market Revenue and Forecast to 2028 (US$ Million)
11.7 Government
11.7.1 Overview
11.7.2 Government Market Revenue and Forecast to 2028 (US$ Million)
11.8 Manufacturing
11.8.1 Overview
11.8.2 Manufacturing Market Revenue and Forecast to 2028 (US$ Million)
11.9 Others
11.9.1 Overview
11.9.2 Others Market Revenue and Forecast to 2028 (US$ Million)
12. Asia Pacific Customer Experience Management Market – Country Analysis
12.1 Overview
12.1.1 Asia Pacific: Customer Experience Management Market, by Key Country
12.1.1.1 Australia: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.1.1 Australia Customer Experience Management Market Breakdown, By Component
12.1.1.1.2 Australia Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.1.3 Australia Customer Experience Management Market Breakdown, By Organization Size
12.1.1.1.4 Australia Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.1.5 Australia Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.2 China: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.2.1 China Customer Experience Management Market Breakdown, By Component
12.1.1.2.2 China Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.2.3 China Customer Experience Management Market Breakdown, By Organization Size
12.1.1.2.4 China Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.2.5 China Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.3 India: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.3.1 India Customer Experience Management Market Breakdown, By Component
12.1.1.3.2 India Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.3.3 India Customer Experience Management Market Breakdown, By Organization Size
12.1.1.3.4 India Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.3.5 India Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.4 Japan: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.4.1 Japan Customer Experience Management Market Breakdown, By Component
12.1.1.4.2 Japan Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.4.3 Japan Customer Experience Management Market Breakdown, By Organization Size
12.1.1.4.4 Japan Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.4.5 Japan Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.5 South Korea: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.5.1 South Korea Customer Experience Management Market Breakdown, By Component
12.1.1.5.2 South Korea Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.5.3 South Korea Customer Experience Management Market Breakdown, By Organization Size
12.1.1.5.4 South Korea Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.5.5 South Korea Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.6 Rest of APAC: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.6.1 Rest of APAC Customer Experience Management Market Breakdown, By Component
12.1.1.6.2 Rest of APAC Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.6.3 Rest of APAC Customer Experience Management Market Breakdown, By Organization Size
12.1.1.6.4 Rest of APAC Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.6.5 Rest of APAC Customer Experience Management Market Breakdown, By Industry Vertical
13. Industry Landscape
13.1 Market Initiative
13.2 Merger and Acquisition
13.3 New Development
14. Company Profiles
14.1 Adobe
14.1.1 Key Facts
14.1.2 Business Description
14.1.3 Products and Services
14.1.4 Financial Overview
14.1.5 SWOT Analysis
14.1.6 Key Developments
14.2 Avaya Inc.
14.2.1 Key Facts
14.2.2 Business Description
14.2.3 Products and Services
14.2.4 Financial Overview
14.2.5 SWOT Analysis
14.2.6 Key Developments
14.3 IBM Corporation
14.3.1 Key Facts
14.3.2 Business Description
14.3.3 Products and Services
14.3.4 Financial Overview
14.3.5 SWOT Analysis
14.3.6 Key Developments
14.4 NICE Ltd.
14.4.1 Key Facts
14.4.2 Business Description
14.4.3 Products and Services
14.4.4 Financial Overview
14.4.5 SWOT Analysis
14.4.6 Key Developments
14.5 Oracle Corporation
14.5.1 Key Facts
14.5.2 Business Description
14.5.3 Products and Services
14.5.4 Financial Overview
14.5.5 SWOT Analysis
14.5.6 Key Developments
14.6 SAP SE
14.6.1 Key Facts
14.6.2 Business Description
14.6.3 Products and Services
14.6.4 Financial Overview
14.6.5 SWOT Analysis
14.6.6 Key Developments
14.7 Verint Systems, Inc.
14.7.1 Key Facts
14.7.2 Business Description
14.7.3 Products and Services
14.7.4 Financial Overview
14.7.5 SWOT Analysis
14.7.6 Key Developments
14.8 Zendesk
14.8.1 Key Facts
14.8.2 Business Description
14.8.3 Products and Services
14.8.4 Financial Overview
14.8.5 SWOT Analysis
14.8.6 Key Developments
14.9 SAS Institute Inc.
14.9.1 Key Facts
14.9.2 Business Description
14.9.3 Products and Services
14.9.4 Financial Overview
14.9.5 SWOT Analysis
14.9.6 Key Developments
14.10 Salesforce.com, inc.
14.10.1 Key Facts
14.10.2 Business Description
14.10.3 Products and Services
14.10.4 Financial Overview
14.10.5 SWOT Analysis
14.10.6 Key Developments
15. Appendix
15.1 About The Insight Partners
15.2 Glossary of Terms

LIST OF TABLES

Table 1.             Asia Pacific Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Table 2.             Asia Pacific: Customer Experience Management Market, Revenue and Forecast to 2028 – By Country (US$ Million)
Table 3.             Australia Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 4.             Australia Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 5.             Australia Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 6.             Australia Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 7.             Australia Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 8.             China Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 9.             China Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 10.          China Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 11.          China Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 12.          China Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 13.          India Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 14.          India Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 15.          India Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 16.          India Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 17.          India Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 18.          Japan Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 19.          Japan Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 20.          Japan Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 21.          Japan Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 22.          Japan Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 23.          South Korea Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 24.          South Korea Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 25.          South Korea Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 26.          South Korea Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 27.          South Korea Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 28.          Rest of APAC Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 29.          Rest of APAC Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 30.          Rest of APAC Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 31.          Rest of APAC Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 32.          Rest of APAC Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 33.          Glossary of Terms, Asia Pacific Customer Experience Management Market
 
 
 

LIST OF FIGURES

Figure 1.           Asia Pacific Customer Experience Management Market Segmentation
Figure 2.           Asia Pacific Customer Experience Management Market Segmentation – By Country
Figure 3.           Asia Pacific Customer Experience Management Market Overview
Figure 4.           Asia Pacific Customer Communications Management Market, By Component
Figure 5.           Asia Pacific Customer Communications Management Market, By Industry Vertical
Figure 6.           Asia Pacific Customer Communications Management Market, By Country
Figure 7.           Asia Pacific PEST Analysis
Figure 8.           Expert Opinion
Figure 9.           Asia Pacific Customer Experience Management Market Impact Analysis of Drivers and Restraints
Figure 10.        Asia Pacific Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 11.        Asia Pacific Customer Experience Management Market, by Component, 2021 & 2028 (%)
Figure 12.        Solution Market Revenue and Forecast to 2028 (US$ Million)
Figure 13.        Service Market Revenue and Forecast to 2028 (US$ Million)
Figure 14.        Asia Pacific Customer Experience Management Market, by Deployment Mode, 2021 & 2028 (%)
Figure 15.        On-Premise Market Revenue and Forecast to 2028 (US$ Million)
Figure 16.        Cloud based Market Revenue and Forecast to 2028 (US$ Million)
Figure 17.        Asia Pacific Customer Experience Management Market, by Organization Size, 2021 & 2028 (%)
Figure 18.        Small and Medium Enterprises Market Revenue and Forecast to 2028 (US$ Million)
Figure 19.        Large Enterprises Market Revenue and Forecast to 2028 (US$ Million)
Figure 20.        Asia Pacific Customer Experience Management Market, by Touchpoint, 2021 & 2028 (%)
Figure 21.        Call Center Market Revenue and Forecast to 2028 (US$ Million)
Figure 22.        Website Market Revenue and Forecast to 2028 (US$ Million)
Figure 23.        Mobile application Market Revenue and Forecast to 2028 (US$ Million)
Figure 24.        Email Market Revenue and Forecast to 2028 (US$ Million)
Figure 25.        Social Media Market Revenue and Forecast to 2028 (US$ Million)
Figure 26.        Others Market Revenue and Forecast to 2028 (US$ Million)
Figure 27.        Asia Pacific Customer Experience Management Market, by Industry Vertical, 2021 & 2028 (%)
Figure 28.        IT and Telecom Market Revenue and Forecast to 2028 (US$ Million)
Figure 29.        BFSI Market Revenue and Forecast to 2028 (US$ Million)
Figure 30.        Retail Market Revenue and Forecast to 2028 (US$ Million)
Figure 31.        Energy and Utilities Market Revenue and Forecast to 2028 (US$ Million)
Figure 32.        Government Market Revenue and Forecast to 2028 (US$ Million)
Figure 33.        Manufacturing Market Revenue and Forecast to 2028 (US$ Million)
Figure 34.        Others Market Revenue and Forecast to 2028 (US$ Million)
Figure 35.        Asia Pacific Customer Experience Management Market
Figure 36.        Asia Pacific: Customer Experience Management Market, by Country, 2021 & 2028 (%)
Figure 37.        Australia: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 38.        China: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 39.        India: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 40.        Japan: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 41.        South Korea: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 42.        Rest of APAC: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)

● Save and reduce time carrying out entry-level research by identifying the growth, size, leading players and segments in the Asia Pacific customer experience management market.
● Highlights key business priorities in order to assist companies to realign their business strategies
● The key findings and recommendations highlight crucial progressive industry trends in the Asia Pacific customer experience management market, thereby allowing players across the value chain to develop effective long-term strategies
● Develop/modify business expansion plans by using substantial growth offering developed and emerging markets
● Scrutinize in-depth Asia Pacific market trends and outlook coupled with the factors driving the customer experience management market, as well as those hindering it
● Enhance the decision-making process by understanding the strategies that underpin commercial interest with respect to client products, segmentation, pricing, and distribution

The List of Companies – Asia Pacific Customer Experience Management Market

● Adobe
● Avaya Inc.
● IBM Corporation
● NICE Ltd.
● Oracle Corporation
● SAP SE
● Verint Systems, Inc.
● Zendesk
● SAS Institute Inc.
● Salesforce.com, inc.

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