Customer experience monitoring market to be driven by growth in Asia

The customer experience monitoring market has been forecast to reach a value of $2.2 billion by 2018, driven by the growing need to enhance customer experience.

Customer or end-user experience monitoring is increasingly becoming an important tool for enterprises operating in various businesses.

Enterprises are placing significant emphasis on gaining superior understanding of the performance of their entire business services instead of assessing the health of every component of their infrastructure.

Also, organisations are increasingly seeking information on the performance of their applications from the consumer/user point of view. Customer monitoring solutions are playing a pivotal role in enabling enterprises to address both the needs.

The growing importance of experience monitoring tools is also being driven by the perceived benefits of their assistance in identifying application performance issues for IT teams.

According to a recent market report, 'Customer Experience Monitoring: A Global Strategic Business Report,' the United States represents the single largest market worldwide, however Asia-Pacific is forecast to emerge as the fastest growing region with a projected compound annual growth rate (CAGR) of 15.6% over the next five years.

The deployment of comprehensive monitoring solutions is often complex due to requirements of robust synergies between departments and systems within the organisation.

Also, currently available customer experience management systems across various touch points are marred with significant limitations. A major drawback lies in the capabilities of most of these systems, which do not proactively monitor user experiences and are only designed to identify and address lapses in customer experiences after they occur.

Also, the telecom operators fail to acquire real-time information due to lack of appropriate key performance indicators. Consequently, solutions that can prevent lapses from occurring are the need of the hour.

For more information on the customer experience monitoring market, see the latest research: Customer Experience Monitoring Market

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