Middle East & Africa Customer Experience Management Market

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 Strategic Insights

Strategic insights for the Middle East & Africa Customer Experience Management provides data-driven analysis of the industry landscape, including current trends, key players, and regional nuances. These insights offer actionable recommendations, enabling readers to differentiate themselves from competitors by identifying untapped segments or developing unique value propositions. Leveraging data analytics, these insights help industry players anticipate the market shifts, whether investors, manufacturers, or other stakeholders. A future-oriented perspective is essential, helping stakeholders anticipate market shifts and position themselves for long-term success in this dynamic region. Ultimately, effective strategic insights empower readers to make informed decisions that drive profitability and achieve their business objectives within the market.

Middle East & Africa Customer Experience Management Report Scope

Middle East & Africa Customer Experience Management Regional Insights

The geographic scope of the Middle East & Africa Customer Experience Management refers to the specific areas in which a business operates and competes. Understanding local distinctions, such as diverse consumer preferences (e.g., demand for specific plug types or battery backup durations), varying economic conditions, and regulatory environments, is crucial for tailoring strategies to specific markets. Businesses can expand their reach by identifying underserved areas or adapting their offerings to meet local demands. A clear market focus allows for more effective resource allocation, targeted marketing campaigns, and better positioning against local competitors, ultimately driving growth in those targeted areas.

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.