글로벌 고객 경험 관리 IoT 시장 – 2031년까지의 산업 동향 및 예측

고객 경험 관리 IoT 시장 분석 및 규모

고객 경험 관리 IoT 시장은 AI 기반 분석, 실시간 데이터 처리 및 개인화된 상호작용의 발전으로 번창하고 있습니다. 최신 방법에는 옴니채널 통합 및 예측 유지 관리가 포함됩니다. 엣지 컴퓨팅 및 5G 와 같은 기술은 연결성과 대응성을 향상시킵니다. 이 시장은 우수한 고객 참여 및 운영 효율성에 대한 수요에 따라 빠르게 성장하고 있습니다.

글로벌 고객 경험 관리 IoT 시장 규모는 2023년에 103억 6천만 달러로 평가되었으며, 2031년까지 442억 5천만 달러에 도달할 것으로 예상되며, 2024년에서 2031년까지의 예측 기간 동안 CAGR은 19.90%입니다. Data Bridge Market Research 팀이 큐레이팅한 시장 보고서에는 시장 가치, 성장률, 시장 세그먼트, 지리적 범위, 시장 참여자, 시장 시나리오와 같은 시장 통찰력 외에도 심층적인 전문가 분석, 수입/수출 분석, 가격 분석, 생산 소비 분석, 페슬 분석이 포함되어 있습니다.

보고 범위 및 시장 세분화       

Market Definition

Customer Experience Management (CEM) IoT leverages Internet of Things technologies to enhance customer interactions and satisfaction. By collecting real-time data from connected devices, businesses can personalize services, predict needs, and improve engagement. This integration optimizes customer journeys, providing insights for better decision-making and fostering stronger, more responsive relationships.

Customer Experience Management IoT Market Dynamics

Drivers

• Personalized Customer Interactions

IoT enables businesses to gather detailed data on customer preferences and behaviors, allowing for highly personalized interactions that enhance customer satisfaction and loyalty, thus driving the market. For instance, smart home devices can learn a user's daily routine, adjusting lighting and temperature preferences automatically. This personalized experience makes customers feel understood and valued, increasing their likelihood of continued engagement and purchase and boosting the market for IoT-based customer experience management solutions.

• Improved Product Development

Improved product development is a significant driver in the CEM IoT market. Insights from IoT data help companies understand customer preferences and pain points, leading to enhanced product design and innovation. For instance, a smart home appliance manufacturer can analyze usage patterns from connected devices to refine features and address common issues, resulting in products that better meet customer needs and expectations, thereby boosting market growth and customer satisfaction.

Opportunities

• Rising Demand for Real-Time Data and Insights

Real-time data and insights from IoT devices create significant opportunities in the CEM market. For instance, a smart home company can monitor device performance and user behavior in real-time. If a thermostat malfunctions, the company can instantly alert the customer and dispatch a technician, enhancing service quality and customer satisfaction. This proactive approach not only resolves issues swiftly but also builds trust and fosters long-term customer loyalty.

• Enhanced Security and Privacy

Enhanced security and privacy in advanced IoT solutions create significant market opportunities by instilling trust among customers. For instance, IoT-enabled devices in healthcare ensure patient data confidentiality through encrypted communication and secure access protocols. This trust encourages broader adoption of IoT in sensitive industries, such as finance and healthcare, driving market growth as businesses prioritize solutions that safeguard personal information, thereby meeting stringent regulatory requirements and customer expectations.

Restraints/Challenges

• Complex Integration Requirements

The complexity and cost of integrating IoT devices with existing customer experience management systems hinder market growth. Variations in protocols, standards, and compatibility necessitate extensive customization and technical expertise, adding to deployment challenges. This barrier limits the seamless integration of IoT solutions into customer experience strategies, impacting adoption rates and market expansion.

• High Initial Investment

The high initial investment required for IoT solutions, including hardware, software, and infrastructure setup, serves as a significant financial deterrent for smaller organizations looking to adopt IoT-based customer experience management systems. This barrier restricts market growth and adoption, as smaller businesses may lack the resources to invest in costly IoT implementations.   

This market report provides details of new recent developments, trade regulations, import-export analysis, production analysis, value chain optimization, market share, impact of domestic and localized market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, strategic market growth analysis, market size, category market growths, application niches and dominance, product approvals, product launches, geographic expansions, technological innovations in the market. To gain more info on the market contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.

Recent Developments

• In March 2024, Adobe Inc. introduced new enterprise suites focused on personalized customer experiences at scale, leveraging generative AI for instant insights. These solutions enhance Customer Experience Management (CXM) by integrating data and content, enabling brands to execute large-scale personalization strategies effectively
• In November 2023, IBM and NatWest collaborated on a Generative AI initiative to enhance customer experience through NatWest's virtual assistant, Cora. IBM's AI expertise, particularly WatsonX, aims to augment customer-focused functionalities, aligning with NatWest's strategy to leverage generative AI for enhanced service delivery and customer interaction
• In September 2023, Oracle Corp., specializing in CEM solutions, launched new capabilities powered by generative AI. These advancements aim to improve customer experiences by enhancing data connectivity between Oracle's Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems, facilitating more cohesive and insightful customer interactions

Customer Experience Management IOT Market Scope

The market is segmented on the basis of component, touchpoint, deployment type, organization size and vertical. The growth amongst these segments will help you analyze meagre growth segments in the industries and provide the users with a valuable market overview and market insights to help them make strategic decisions for identifying core market applications.

Component

• Solutions
• Services
  • Professional Services
  • Deployment and Integration
  •  Support and Maintenance
  • Consulting and Training
  • Managed Services

Touchpoint

• Website
• Store
• Call Center
• Mobile App
• Social Media
• Email
• Virtual Assistants
• Others

 Deployment Type

• Cloud
• On-Premises

 Organization Size

• Small and Medium Enterprises
• Large Enterprises

 Vertical

• Retail
• BFSI
• Travel and Hospitality
• IT and Telecom
• Healthcare
• Automotive
• Media and Entertainment
• Public Sector
• Others

Customer Experience Management IOT Market Regional Analysis/Insights

The market is analyzed and market size insights and trends are provided by country, component, touchpoint, deployment type, organization size and vertical as referenced above.

The countries covered in the market report are U.S., Canada and Mexico in North America, Germany, France, U.K., Netherlands, Switzerland, Belgium, Russia, Italy, Spain, Turkey, Rest of Europe in Europe, China, Japan, India, South Korea, Singapore, Malaysia, Australia, Thailand, Indonesia, Philippines, Rest of Asia-Pacific (APAC) in the Asia-Pacific (APAC), Saudi Arabia, U.A.E, South Africa, Egypt, Israel, Rest of Middle East and Africa (MEA) as a part of Middle East and Africa (MEA), Brazil, Argentina and Rest of South America as part of South America.

North America is expected to dominate the customer experience management IoT market, driven by extensive digital transformation in sectors such as retail, telecom, and banking. Enterprises are increasing investments in marketing and digital channels, boosting adoption. This leadership underscores the region's pivotal role in shaping IoT strategies for enhanced customer engagement and satisfaction.

Asia-Pacific is expected to witness significant growth in the customer experience management IoT market due to the increasing adoption of IoT-based devices and sensors, AI-driven analytics tools, and a focus on customer satisfaction. The region benefits from a strong presence of call centers and the pervasive influence of social media, driving demand for advanced customer experience solutions.

보고서의 국가 섹션은 또한 개별 시장 영향 요인과 국내 시장의 현재 및 미래 트렌드에 영향을 미치는 규제 변화를 제공합니다. 다운스트림 및 업스트림 가치 사슬 분석, 기술 트렌드 및 포터의 5가지 힘 분석, 사례 연구와 같은 데이터 포인트는 개별 국가의 시장 시나리오를 예측하는 데 사용되는 몇 가지 포인터입니다. 또한 글로벌 브랜드의 존재 및 가용성과 지역 및 국내 브랜드와의 대규모 또는 희소한 경쟁으로 인해 직면한 과제, 국내 관세 및 무역 경로의 영향이 국가 데이터에 대한 예측 분석을 제공하는 동안 고려됩니다.

경쟁 환경 및 고객 경험 관리 IoT 시장 점유율 분석

시장 경쟁 구도는 경쟁자별 세부 정보를 제공합니다. 포함된 세부 정보는 회사 개요, 회사 재무, 창출된 수익, 시장 잠재력, 연구 개발 투자, 새로운 시장 이니셔티브, 글로벌 입지, 생산 현장 및 시설, 생산 용량, 회사의 강점과 약점, 제품 출시, 제품 폭과 범위, 애플리케이션 우세입니다. 위에 제공된 데이터 포인트는 시장과 관련된 회사의 초점에만 관련이 있습니다.

시장에서 활동하는 주요 기업은 다음과 같습니다.

• 어도비(미국)
• 오라클(미국)
• 아바야 LLC(미국)
• NICE(이스라엘)
• 노키아(핀란드)
• SAP(독일)
• 오픈 텍스트 코퍼레이션(캐나다)
• Tech Mahindra Limited(인도)
• 베린트(미국)
• 젠데스크(미국)
• SDL(영국)
• 테라데이터(미국)
• 스프링클러(미국)
• Medallia Inc. (미국)
• 인모먼트(미국)
• SAS Institute Inc. (미국)
• 클라라브리지(미국)
• 사이트코어(덴마크)
• NGDATA, Inc. (미국)
• Segment.io, Inc. (미국)
• ZephyrTel(영국)
• 마인드터치 주식회사(미국)

SKU-60071