LONDON — (BUSINESS WIRE) — February 26, 2015 — TechNavio, a tech-focused research firm, has published a list of the Top 17 Companies in the Global Service Quality Management (SQM) and Customer Experience Management (CEM) Market.
SQM and CEM software are analytics tools used to compare customer expectations with the actual performance of a product or service, and gather customer insights through social networking sites to enable organizations to take appropriate action.
“Vendors of SQM and CEM software like IBM, Amdocs and Medallia are aiming to increase the number of forums that bridge the gap between customers and organizations,” says Faisal Ghaus, Vice President of TechNavio.
The Global SQM and CEM Market is expected to grow at a CAGR of 14.25 percent from 2014-2019.
According to a new TechNavio report, increased demand for sentiment analytics is expected to be a key market trend over the projected period.
“There is considerable demand among organizations for application software that can interpret the text in customer feedback forums and deduce human sentiment,” says Ghaus.
This breed of analysis can help companies with brand management as well as customer retention, and key vendors in the market are expected to step-up their offerings in this sphere to fill demand over the next four years.
TechNavio currently has more than 3000 market research reports on a huge range of topics, including:
TechNavio is a leading global technology research and advisory company.
Founded in 2003, TechNavio has about 200 analysts globally and develops over 2000 pieces of research every year, covering more than 500 technologies across 80 countries.
TechNavio analysts employ primary as well as secondary research techniques to ascertain the size and vendor landscape in a range of markets. Analysts obtain information using a combination of bottom-up and top-down approaches, besides using in-house market modeling tools and proprietary databases. They corroborate this data with the data obtained from various market participants and stakeholders across the value chain, including vendors, service providers, distributors, re-sellers, and end-users.
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