Currently, the Global Service Quality Management (SQM) and Customer Experience Management (CEM) Market is fragmented, which creates opportunities for M&A. Big companies are acquiring small-sized vendors with the motive of increasing their customer base and market share. Also, through such acquisitions, big companies gain a competitive edge, technological knowledge, and an opportunity to enter emerging or new markets.
In addition, the Global SQM and CEM Market is witnessing the entry of many pure-play cloud-based vendors, which are competing with the large traditional on-premises vendors in the market. With this, the market is becoming fragmented.