PUNE, India, November 23, 2016 /PRNewswire/ -- According to a new market research report " Customer Experience Management Market by Touch Point (Company Website, Branch/Store, Web, Call Center), Vertical (IT Communication Service Provider, BFSI, Healthcare, Manufacturing, Travel & hospitality), and Region - Global Forecast to 2021", published by MarketsandMarkets, CEM Market is estimated to grow from USD 5.06 Billion in 2016 to USD 13.18 Billion by 2021, at a CAGR of 21.1%. (Logo: http://photos.prnewswire.com/prnh/20160303/792302 ) Browse 70 market dataTables and 36 Figures spread through 135 Pages and in-depth TOC on"Customer Experience Management Market"http://www.marketsandmarkets.com/Market-Reports/customer-experience-management-cem-market-543.htmlEarly buyers will receive 10% customization on this report. The major factors driving the CEM market include increasing need to manage customer experience throughout the customer journey, need of retaining customers, competitive differentiation, and increasing e-commerce and m-commerce. "Among touchpoints, the call center segment is expected to dominate the market during the forecast period" On the basis of touchpoints, the CEM market is segmented into company websites, branches/stores, web, call centers, mobile, social media, email, and others. The call center segment is expected to hold the largest market share during the forecast period of 2016 to 2021. Presence of call centers across industry verticals to manage customer queries and increasing need to optimize on call center touchpoint to reduce cost and retain customers is expected to drive the market for call center segment. "Among verticals, the manufacturing segment is projected to grow at the highest CAGR between 2016 and 2021" Among verticals, the manufacturing sector is expected witness the highest growth during the forecast period. This growth is primarily attributed to the focus of manufacturing companies on retaining existing and acquiring new customers. This sector also faces the challenge of increasing operational costs, economic fluctuations, and price wars.