Customer Experience Management Market Outlook:
Customer Experience Management Market size was valued at USD 16.84 billion in 2025 and is expected to reach USD 69.93 billion by 2035, expanding at around 15.3% CAGR during the forecast period i.e., between 2026-2035. In the year 2026, the industry size of customer experience management is evaluated at USD 19.16 billion.
The growth of the customer experience management market can be attributed to growing demand for online business channel. Online purchases have increased significantly from a few years ago to over 3 billion consumers now worldwide. Therefore, the need for customer experience management is necessary. Customer experience management in e-commerce focuses on the online journey that anyone visiting and navigating one’s website or product page has, from the very beginning of the checkout process through the receipt of the post-purchase confirmation email in the inbox.
Moreover, the availability of discount on products is another major factors boosting online purchase and also plays a small role in customer experience management. Discounted prices, however, could only secure a transaction once; superior customer service encourages repeat business. Additionally, in terms of customer experience, artificial intelligence is starting to make a major splash. Most marketers are investing into AI to create high-quality consumer experiences, from chatbots that are powered by AI to predictive analytics and data-driven personalization. For instance, Microsoft Corp. is in negotiations to invest up to USD 9 billion in OpenAI, the company behind the popular ChatGPT AI bot.
