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Middle East & Africa 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)
- Report Code : BMIRE00027180
- Pages : 160
The customer experience management market in Middle East & Africa is expected to grow from US$ 482.18 million in 2022 to US$ 1,003.62 million by 2028. It is estimated to grow at a CAGR of 13.0% from 2022 to 2028.
Incorporation of New Business Models
The omnichannel shopping structure is primarily aimed at providing the cross-platform sales approach adopted by businesses to provide customers with an enhanced shopping experience in online and physical stores. According to statistics, this buying model offers a customer retention rate of about 89% compared to 33% for companies with weak omnichannel strategies. Hence, various well-known retail brands such as Bed Bath & Beyond, Kohl’s, and DSW are planning to invest approximately US$ 250 million in omnichannel strategies such as click and collect, Omni-inventory management, digital marketing, and personalization over the upcoming years. Therefore, the rapid adoption of this strategy h led companies to scrutinize their operating models by presenting data about products, purchasing processes, and aftermarket services. It will likely create immense opportunities for customer experience management software.
Market Overview
A new generation of connected, intelligent services is redefining the way Middle Eastern enterprises work to manage customer experience. According to a recent Avaya survey, 40% of executives in GCC consider their organization’s customer experience to be “poor” or “average,” and they are progressively aiming to adopt new technologies to improve it. The leaders of the public & private sectors recognize that they can differentiate themselves from their competitors by using technology to provide their customers with a better and more relevant experience. At GCC, organizations are also working to better integrate their products with smart city initiatives and initiatives for enhancing public well-being. Hence, the growing awareness of the benefits of automated CEM tools is anticipated to boost the customer experience management market growth over the forecast period.
Middle East & Africa Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Middle East & Africa Customer Experience Management Market Segmentation
The Middle East & Africa 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 Saudi Arabia, the UAE, South Africa, and Rest of MEA. Saudi Arabia 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 Middle East & Africa Customer Experience Management Market – By Component
1.3.2 Middle East & Africa Customer Experience Management Market – By Deployment Mode
1.3.3 Middle East & Africa Customer Experience Management Market – By Organization Size
1.3.4 Middle East & Africa Customer Experience Management Market – By Touchpoint
1.3.5 Middle East & Africa Customer Experience Management Market – By Industry Vertical
1.3.6 Middle East & Africa Customer Experience Management Market – By Country
2. Key Takeaways
3. Research Methodology
3.1 Coverage
3.2 Secondary Research
3.3 Primary Research
4. Middle East & Africa Customer Experience Management Market Landscape
4.1 Market Overview
4.2 PEST Analysis
4.3 Ecosystem Analysis
4.4 Expert Opinions
5. Middle East & Africa Customer Experience Management Market Dynamics
5.1 Key Market Drivers
5.1.1 Elevating Adoption of Artificial Intelligence
5.1.2 Surging Growing E-Commerce Industries
5.2 Key Market Restraints
5.2.1 High Concerns Regarding Data Breaching and Security
5.3 Key Market Opportunities
5.3.1 Innovation in Omni Channel Shopping
5.4 Future Trends
5.4.1 Burgeoning Incorporation of New Business Models
5.5 Impact Analysis of Drivers and Restraints
6. Middle East & Africa Customer Experience Management Market Analysis
6.1 Overview
6.2 Middle East & Africa Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
7. Middle East & Africa Customer Experience Management Market Analysis – By Component
7.1 Overview
7.2 Middle East & Africa 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. Middle East & Africa Customer Experience Management Market Analysis – By Deployment Mode
8.1 Overview
8.2 Middle East & Africa 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. Middle East & Africa Customer Experience Management Market Analysis – By Organization Size
9.1 Overview
9.2 Middle East & Africa 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. Middle East & Africa Customer Experience Management Market Analysis – By Touchpoint
10.1 Overview
10.2 Middle East & Africa 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. Middle East & Africa Customer Experience Management Market Analysis – By Industry Vertical
11.1 Overview
11.2 Middle East & Africa: 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. Middle East & Africa Customer Experience Management Market – Country Analysis
12.1 Overview
12.1.1 Middle East & Africa Customer Experience Management Market Revenue and Forecast, by Country
12.1.1.1 South Africa: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.1.1 South Africa Customer Experience Management Market Breakdown, By Component
12.1.1.1.2 South Africa Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.1.3 South Africa Customer Experience Management Market Breakdown, By Organization Size
12.1.1.1.4 South Africa Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.1.5 South Africa Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.2 Saudi Arabia: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.2.1 Saudi Arabia Customer Experience Management Market Breakdown, By Component
12.1.1.2.2 Saudi Arabia Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.2.3 Saudi Arabia Customer Experience Management Market Breakdown, By Organization Size
12.1.1.2.4 Saudi Arabia Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.2.5 Saudi Arabia Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.3 UAE: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
12.1.1.3.1 UAE Customer Experience Management Market Breakdown, By Component
12.1.1.3.2 UAE Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.3.3 UAE Customer Experience Management Market Breakdown, By Organization Size
12.1.1.3.4 UAE Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.3.5 UAE Customer Experience Management Market Breakdown, By Industry Vertical
12.1.1.4 Rest of MEA: Customer Experience Management Market, Revenue and Forecast to 2028 (US$ Million)
12.1.1.4.1 Rest of MEA Customer Experience Management Market Breakdown, By Component
12.1.1.4.2 Rest of MEA Customer Experience Management Market Breakdown, By Deployment Mode
12.1.1.4.3 Rest of MEA Customer Experience Management Market Breakdown, By Organization Size
12.1.1.4.4 Rest of MEA Customer Experience Management Market Breakdown, By Touchpoint
12.1.1.4.5 Rest of MEA 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. Middle East & Africa Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Table 2. Middle East & Africa: Customer Experience Management Market, Revenue and Forecast to 2028 – By Country (US$ Million)
Table 3. South Africa Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 4. South Africa Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 5. South Africa Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 6. South Africa Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 7. South Africa Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 8. Saudi Arabia Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 9. Saudi Arabia Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 10. Saudi Arabia Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 11. Saudi Arabia Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 12. Saudi Arabia Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 13. UAE Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 14. UAE Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 15. UAE Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 16. UAE Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 17. UAE Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 18. Rest of MEA Customer Experience Management Market Revenue and Forecast to 2028 – By Component (US$ Million)
Table 19. Rest of MEA Customer Experience Management Market Revenue and Forecast to 2028 – By Deployment Mode (US$ Million)
Table 20. Rest of MEA Customer Experience Management Market Revenue and Forecast to 2028 – By Organization Size (US$ Million)
Table 21. Rest of MEA Customer Experience Management Market Revenue and Forecast to 2028 – By Touchpoint (US$ Million)
Table 22. Rest of MEA Customer Experience Management Market Revenue and Forecast to 2028 – By Industry Vertical (US$ Million)
Table 23. Glossary of Terms, Middle East & Africa Customer Experience Management Market
LIST OF FIGURES
Figure 1. Middle East & Africa Customer Experience Management Market Segmentation
Figure 2. Middle East & Africa Customer Experience Management Market Segmentation – By Country
Figure 3. Middle East & Africa Customer Experience Management Market Overview
Figure 4. Middle East & Africa Customer Communications Management Market, By Component
Figure 5. Middle East & Africa Customer Communications Management Market, By Industry Vertical
Figure 6. Middle East & Africa Customer Communications Management Market, By Country
Figure 7. Middle East & Africa PEST Analysis
Figure 8. Expert Opinion
Figure 9. Middle East & Africa Customer Experience Management Market Impact Analysis of Drivers and Restraints
Figure 10. Middle East & Africa Customer Experience Management Market Revenue and Forecast to 2028 (US$ Million)
Figure 11. Middle East & Africa 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. Middle East & Africa 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. Middle East & Africa 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. Middle East & Africa 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. Middle East & Africa: 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. Middle East & Africa Customer Experience Management Market
Figure 36. Middle East & Africa: Customer Experience Management Market, by Country, 2021 & 2028 (%)
Figure 37. South Africa: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 38. Saudi Arabia: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 39. UAE: Customer Experience Management Market – Revenue and Forecast to 2028 (US$ Million)
Figure 40. Rest of MEA: 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 Middle East & Africa 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 Middle East & Africa 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 Middle East & Africa 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 – Middle East & Africa 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.
At 13.0% CAGR, the Middle East & Africa Customer Experience Management Market is speculated to be worth US$ 1,003.62 million by 2028, says The Insight Partners
According to The Insight Partners’ research, the Middle East & Africa customer experience management market was valued at US$ 482.18 million in 2022 and is expected to reach US$ 1,003.62 million by 2028, registering an annual growth rate of 18.8% from 2022 to 2028. Incorporation of new business models and burgeoning innovation in omni channel shopping.
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.
On the contrary, high concerns regarding data breaching and security.
Based on component, the Middle East & Africa customer experience management market is segmented into solution and service. The solution segment held 70.6% market share in 2022, amassing US$ 340.54 million. It is projected to garner US$ 720.51 million by 2028 to expand at 13.3% CAGR during 2022–2028.
Based on deployment mode, the Middle East & Africa customer experience management market is categorized into on premise and cloud based. The cloud based segment held 60.8% market share in 2022, amassing US$ 293.01 million. It is projected to garner US$ 631.94 million by 2028 to expand at 13.7% CAGR during 2022–2028.
Based on organization size, the Middle East & Africa customer experience management market is bifurcated into on small and medium enterprises and large enterprises. The large enterprises segment held 69.8% market share in 2022, amassing US$ 336.70 million. It is projected to garner US$ 674.36 million by 2028 to expand at 12.3% CAGR during 2022–2028.
Based on touchpoint, the Middle East & Africa customer experience management market is segmented into call center, website, mobile application, email, social media, and others. The call center segment held 27.5% market share in 2022, amassing US$ 132.62 million. It is projected to garner US$ 291.75 million by 2028 to expand at 14.0% CAGR during 2022–2028.
Based on industry vertical, the Middle East & Africa customer experience management market is segmented into IT and telecom, BFSI, energy and utilities, government, retail, manufacturing, and others. The IT and telecom segment held 21.7% market share in 2022, amassing US$ 104.47 million. It is projected to garner US$ 223.39 million by 2028 to expand at 13.5% CAGR during 2022–2028
Based on country, the Middle East & Africa customer experience management market has been segmented into Saudi Arabia, the UAE, South Africa, and Rest of MEA. Our regional analysis states that Saudi Arabia captured 39.9% market share in 2022. It was assessed at US$ 192.41 million in 2022 and is likely to hit US$ 394.52 million by 2028, exhibiting a CAGR of 12.7% during the forecast period.
Key players dominating the Middle East & Africa customer experience management market are Adobe; Avaya Inc.; IBM Corporation; NICE Ltd.; Oracle Corporation; SAP SEl; Verint Systems, Inc.; Zendesk; SAS Institute Inc.; and Salesforce.com, inc. among others.
In 2021, Avaya has launched Avaya Experience Business. It aligns services, partners and developers of Avaya into an ecosystem for improving experiences for both customers and employees. In 2020, SAP launched “SAP Customer Data Platform” that helps organizations in creation of overall customer profile via use of multiple sources data both from online and social channels.
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