Healthcare Customer Experience Management (CXM) Services Market Size, Share, Trends, Growth 2032

Healthcare Customer Experience Management (CXM) Services Industry Prospective:

The global Healthcare Customer Experience Management (CXM) Services market size was worth around USD 13.99 billion in 2023 and is predicted to grow to around USD 49.48 billion by 2032 with a compound annual growth rate (CAGR) of roughly 15.07% between 2024 and 2032.    

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Healthcare Customer Experience Management (CXM) Services Market: Overview

Customer engagement, contentment, and experience are the main emphasis of customer experience management, or CXM or CEM, which is a system of marketing tactics and technology. To accomplish a digital transformation that places consumers at the center of the organization, customer experience management, or CXM, is an approach to customer interactions that goes beyond simple marketing tools and software.

Prioritizing the orchestration and personalization of the complete end-to-end customer experience and assisting in its execution at scale, across any channel, in real time is the focus of a customer experience management philosophy. The market is driven by several factors including the integration of digital technologies such as telehealth, mobile health apps and others, rising consumer expectations, the use of data analytics and AI and many others.

Key Insights

• As per the analysis shared by our research analyst, the global Healthcare Customer Experience Management (CXM) Services market is estimated to grow annually at a CAGR of around 15.07% over the forecast period (2024-2032).
• In terms of revenue, the global Healthcare Customer Experience Management (CXM) Services market size was valued at around USD 13.99 billion in 2023 and is projected to reach USD 49.48 billion, by 2032.
• The increasing product launch is expected to drive market growth during the forecast period.
• Based on the analytical tools, the Text Analytics segment is expected to grow at a rapid rate over the forecast period.
• Based on the deployment, the cloud segment is expected to grow at the highest CAGR during the forecast period.
• Based on region, North America is expected to dominate the market over the projected period.

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Healthcare Customer Experience Management (CXM) Services Market: Growth Drivers

The increasing focus that businesses are placing on customer-centricity drives market growth

The market is primarily driven by the increasing focus that enterprises are placing on customer-centricity. The market is progressing significantly as a result of this increased attention. As a result, many companies in the healthcare industry are investing in CEM solutions to obtain deep insights into the requirements, preferences, and behaviors of their customers. Through the use of CEM solutions, organizations may gather customer feedback, examine data, and find insightful information that enables them to offer individualized and significant experiences.

CEM systems offer several noteworthy benefits, including helping businesses match their resources, procedures, and strategies to the demands of their clients. Businesses can map the trip, pinpoint pain areas, and enhance interactions at every touchpoint due to this alignment. Thus, this is expected to drive the market growth.

Healthcare Customer Experience Management (CXM) Services Market: Restraints

Privacy concerns impeding market growth

Growing obstacles to the global healthcare CEM market include privacy and security issues related to CEM systems. Healthcare businesses must guarantee the proper management and security of patient data due to the growing volume of data being gathered and retained to uphold consumer confidence and adhere to privacy laws. The gathering and use of personal data is one of the main privacy issues in CEM.

The firm has to make sure that adequate data protection mechanisms are in place to safeguard data, given the notable rise in cyberattacks. Working with third-party businesses also carries a higher risk since customer data is more vulnerable to data leaks. Therefore, over the projection period, these variables are anticipated to impede worldwide market developments.

Healthcare Customer Experience Management (CXM) Services Market: Opportunities

Growing product launch offers a lucrative opportunity for market growth

The growing product launch is expected to offer a lucrative opportunity for market growth over the forecast period. For instance, in September 2023, Oracle revealed that Oracle Fusion Cloud Customer Experience (CX) now has generative AI-powered capabilities. The new capabilities, which optimize customer service delivery, boost efficiency, and assist enterprises in improving the customer experience, are integrated into the current Oracle Fusion Service processes and are backed by the generative AI service offered by Oracle Cloud Infrastructure (OCI).

By streamlining procedures and automating content creation within a single integrated solution, Oracle Fusion Service's new generative AI capabilities complement its already existing embedded AI capabilities, which are already in use by thousands of users. This will help to transform the productivity of customer service agents and service stakeholders.

Healthcare Customer Experience Management (CXM) Services Market: Challenges

Interoperability issues pose a major challenge to market expansion

The healthcare sector frequently involves a wide range of stakeholders, and it can be difficult to achieve interoperability across many platforms and systems. To offer patients a comprehensive experience, seamless connectivity across various healthcare practitioners, systems, and devices is essential. Thus, the interoperability issue poses a major challenge to the market expansion.

Healthcare Customer Experience Management (CXM) Services Market: Segmentation

The global Healthcare Customer Experience Management (CXM) Services industry is segmented based on product type, coverage type and region.

Based on the offering, the global Healthcare Customer Experience Management (CXM) Services market is bifurcated into Solutions and Services.

Based on the analytical tool, the global Healthcare Customer Experience Management (CXM) Services industry is categorized into Speech Analytics, EFM Software, Text Analytics, Web Analytics & Content Management and Others. The Text Analytics segment is expected to grow at a rapid rate over the forecast period. Text analytics offers predictive analytics through accurate sentiment data analysis and helps customers make key business decisions by examining current and historical data to forecast future results. Thereby, driving the segment growth.

Based on the touch point type, the global Healthcare Customer Experience Management (CXM) Services market is segmented into Call Centers, Stores/Branches, Social Media platforms, Email, Mobile, Web Services and Others.

Based on the deployment, the global Healthcare Customer Experience Management (CXM) Services industry is segmented into On-premise and Cloud. The cloud segment is expected to grow at the highest CAGR during the forecast period. Because of their ease of access and integration, cloud CEM solutions are in high demand as customer experience management technologies like artificial intelligence, big data, IoT, and linked devices are increasingly being used.

Based on the organization Size, the global Healthcare Customer Experience Management (CXM) Services industry is divided into Small and Medium Enterprises and Large Enterprises.

Healthcare Customer Experience Management (CXM) Services Market: Report Scope

Regional Analysis

North America is expected to dominate the market over the projected period

North America is expected to dominate the market over the projected period. The market growth in the region is attributed to the growing presence of major players including Adobe, IBM and others. These players constantly launch their innovative solutions in the market which will positively influence the revenue growth of the sector. For instance, in March 2023, Adobe Inc. introduced new AI capabilities for personalizing digital experiences in Adobe Experience Cloud. Adobe Sensei GenAI, a copilot for customer experience teams and marketers, is accessible in the Adobe Experience Cloud for a variety of use cases, including personalized content and asset generation across the customer journey.

Moreover, there was a notable shift toward patient-centric care in North America, with healthcare providers recognizing the importance of enhancing patient experiences to improve outcomes and satisfaction. Thus, this is expected to drive the healthcare experience management (CXM) services market growth in the region.

Healthcare Customer Experience Management (CXM) Services Market: Competitive Analysis

The global Healthcare Customer Experience Management (CXM) Services market is dominated by players like:

• Clarabridge
• Adobe Inc.
• Freshworks Inc.
• Avaya Inc.
• International Business Machines Corporation
• Genesys
• Miraway
• Medallia Inc.
• Oracle Corporation
• Open Text Corporation
• SAP SE
• Qualtrics
• Service Management Group (SMG)
• SAS Institute Inc.
• Tech Mahindra Limited
• Verint
• Zendesk

The global Healthcare Customer Experience Management (CXM) Services market is segmented as follows:

By Offering

• Solution
• Services

By Analytical Tools

• Speech Analytics
• EFM Software
• Text Analytics
• Web Analytics & Content Management
• Others

By Touch Point Type

• Call Centers
• Stores/Branches
• Social Media Platform
• Email
• Mobile
• Web Services
• Others

By Deployment Type

• On-premise
• Cloud

By Organization Type

• On-premise
• Cloud

By Region

• North America
  • The U.S.
  • Canada
• Europe
  • France 
  • The UK
  • Spain
  • Germany
  • Italy
  • Rest of Europe
• Asia Pacific
  • China
  • Japan
  • India
  • South Korea
  • Southeast Asia
  • Rest of Asia Pacific
• Latin America
  • Brazil
  • Mexico
  • Rest of Latin America
• Middle East & Africa
  • GCC
  • South Africa
  • Rest of Middle East & Africa