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Customer Engagement Solutions Market Size, Share & Industry Analysis, By Deployment Type (Mobile Apps and Web-based), By Component (Omnichannel, Reporting and Analytics, 

Chatbot, Workforce Optimization, and Others), By Enterprise Type (Small and Medium Enterprises (SMEs) and Large Enterprises), By Industry (BFSI, Retail and E-commerce, Healthcare, 

Travel and Hospitality, Media and Entertainment, and Others), and Regional Forecast, 2024 – 2032

The global customer engagement solutions market size was valued at USD 20.58 billion in 2023 and is projected to grow from USD 22.34 billion in 2024 to USD 48.51 billion by 2032, exhibiting 

a CAGR of 10.2%. North America dominated the global market with a share of 40.52% in 2023.

A customer engagement solution helps businesses create and manage customer experiences through personalized interactions with the help of various communication channels. 

Through the interactions, the users have gained access to customer journeys, which can be analyzed, managed, and optimized through the platform. The implementation of 

customer engagement software by the companies helps in the following ways:

Analyzing customer engagement requirements
Selecting suitable platform-based customer engagement software
Multi-channel interactions (phone, web, email, social media, and others)
Integrating with other systems such as CRM, ERP, business intelligence, and others
User training and after-launch support

The COVID-19 pandemic positively affected market growth due to rapid digital channel adoption and social and virtual assistant technology created new dynamics for the human workforce. 

Due to social distancing, enterprises made investments in digital workforce capabilities through customer interaction volume types. In addition, demonstrating understanding through digital 

channels became the new standard of customer engagement.

Moreover, the advancement of digital transformation, such as artificial intelligence (AI), shift toward cloud adoption, and integration of solutions into various platforms such as ERP, CRM, and 

others, drive demand for customer engagement solutions. In addition, growing demand for consumer satisfaction and engagement flows across the industry and is expected to increase opportunities for the market.

IMPACT OF GENERATIVE AI
Adoption of Generative AI Tools across Sales and Marketing Processes Propels Market Growth

The adoption of generative AI tools is growing rapidly. Various businesses are focusing on improving their sales and marketing strategies by adopting AI technology to 

automate the content generation process and save both time and resources.

According to various industrial analyses, in 2023, 38% of executives are focused on investing in generative AI to improve the customer experience, while 85% of executives

 indicated that generative AI will be interacting directly with customers in the next two years.

Furthermore, generative AI allows companies to create a vast amount of personalized content that can be used across various marketing channels, from social media to

 email campaigns and improve customer experience through business processes. 

source : Fortune business insights