CX and CCM reaching new heights

The customer experience (CX) and customer communications management (CCM) markets for mid to large enterprises are experiencing significant growth, driven by digital transformation, AI integration, and the demand for personalised, omnichannel customer engagement.

Market growth overview

• Customer experience management (CEM): The global CEM market is projected to expand from USD 16.91 billion in 2023 to USD 70.20 billion by 2032 ⁽¹⁾
• Customer communications management (CCM): The CCM market is expected to grow from USD 2.08 billion in 2024 to USD 5.29 billion by 2032 ⁽²⁾

Key drivers of growth

• AI and machine learning integration: Technologies like AI, ML, and NLP are enhancing personalisation, predictive analytics, and automation in customer interactions.
• Cloud adoption: Cloud-based solutions offer scalability and flexibility, facilitating real-time, omnichannel customer engagement.
• Omnichannel engagement: Enterprises are leveraging multiple touchpoints—such as call centres, websites, mobile apps, and social media—to provide seamless customer experiences.
• Regulatory compliance: Stringent data privacy regulations are prompting businesses to adopt secure and compliant communication strategies.

Research from our partners in the unified comms space shows that the UCaaS market continues to show robust growth, with adoption rates accelerating across all types of businesses. The number of business cloud communications users will continue to increase as will the number of telephony-enabled Microsoft Teams users.

The traditional boundaries between unified communications and contact centre technologies are rapidly dissolving. This convergence is driven by demand for integrated experiences as organisations seek to unify their internal collaboration tools with customer-facing communication channels. The integration facilitates seamless escalation from self-service to live assistance and enables organisations to leverage expertise across their entire workforce rather than relying solely on dedicated contact centre agents.

We are starting to see this across a number of our customers different industries. For retail, the emphasis is on even more personalised shopping experiences for next level loyalty. In financial services, the focus is on using customer experience solutions to not only improve customer service but also improve and optimise internal processes.

We will continue to see mid to large enterprises increasingly investing in CEM and CCM solutions to meet the rising demand for efficient, and omnichannel customer experiences. The integration of AI, cloud technologies, and a focus on regulatory compliance are pivotal in driving this growth.

_{(1) Customer Experience Management [CEM] Market Size, 2032}

_{(2) Customer Communication Management Market Growth [2032]}