Backed by market attractiveness analysis, total addressable market sizing, company benchmarking matrices, interactive Excel dashboards, wider supply chain intelligence, emerging startup coverage, and detailed product-level insights, The Business Research Company’s 2026 market reports are designed to offer research that is more actionable and strategically valuable than ever.
Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Forecast: Value Set To Climb From $6.57 Billion To $9.83 Billion
The service quality management (sqm) and telco customer experience management (cem) market has experienced rapid expansion in recent years. It is forecast to increase from $5.84 billion in 2025 to $6.57 billion in 2026, demonstrating a compound annual growth rate (CAGR) of 12.5%. The historical development of this market can be attributed to an expanding mobile and broadband subscriber base, intensifying competition among telecom operators, the proliferation of data-intensive services, a growing reliance on network performance metrics, and the early adoption of analytics-driven service monitoring.
The market size for service quality management (sqm) and telco customer experience management (cem) is anticipated to experience rapid growth in the upcoming years. It is projected to reach $9.83 billion in 2030, showing a compound annual growth rate (CAGR) of 10.6%. This growth during the forecast period can be attributed to increased investments in AI-powered customer experience platforms, a rising demand for personalized telecom services, the expansion of 5G network deployments, a growing focus on churn reduction strategies, and the increasing adoption of cloud-native sqm solutions. Significant trends in the forecast period include the increasing adoption of AI-driven quality analytics, the rising deployment of real-time customer experience monitoring tools, the growing integration of omnichannel experience platforms, the expansion of predictive service assurance solutions, and an enhanced focus on proactive network performance management.
Get A Free Sample Report With In-Depth Market Insights:
Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Industry Drivers: What’s Behind The Revenue Growth?
The future expansion of the service quality management (SQM) and telco customer experience management (CEM) market is anticipated to be driven by the increasing integration of cloud-based solutions. These solutions are defined as software or services accessible via the Internet, contrasting with those installed locally on computers or servers. Their popularity is increasing across businesses of all sizes owing to their inherent scalability, adaptability, and economic benefits. By offering real-time data analytics, automation capabilities, and an agile infrastructure, cloud technologies bolster service quality management and telco customer experience management, leading to enhanced responsiveness and customized service provision. As an illustration, a survey conducted in March 2024 by Flexera, a US-based software company, involving 753 respondents worldwide, revealed that more than a quarter (29%) allocated over $12 million annually to cloud services, with a comparable share (22%) dedicating the same sum to Software as a Service (SaaS). The survey also indicated a modest rise in organizational multi-cloud adoption, increasing from 87% in 2022 to 89% in 2023. Furthermore, 61% of large enterprises employed multi-cloud security protocols, and 57% adopted multi-cloud FinOps tools to optimize expenditures. Consequently, the expanding implementation of cloud-based solutions is fueling the expansion of the service quality management (SQM) and telco customer experience management (CEM) market.
Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Segment Analysis Spotlighting Growth Areas
The service quality management (sqm) and telco customer experience management (cem) market covered in this report is segmented –
1) By Product Type: Enterprise Feedback Management (EFM), Text Analytics, Speech Analytics, Web Analytics
2) By Support System: Internet Service Providers (ISP), Telecom Service Providers (TSP)
3) By Channel: Company Website, Web, Call Mobile, Centre, Social Media
4) By End Users: Small And Medium Businesses, Enterprises
Subsegments:
1) By Enterprise Feedback Management (EFM): Customer Surveys, Feedback Collection And Analysis Tools, Sentiment And Satisfaction Measurement
2) By Text Analytics: Natural Language Processing (NLP) Tools, Sentiment Analysis, Text Classification And Categorization
3) By Speech Analytics: Call Transcription And Analysis, Voice Sentiment Analysis, Speech-To-Text Tools
4) By Web Analytics: Web Traffic Analytics, User Behavior Analytics, Conversion And Engagement Tracking
#Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Growth Trends: What’s Shaping The Future Outlook?
Leading companies within the service quality management (SQM) and telco customer experience management (CEM) market are prioritizing the development of innovative WiFi service assurance systems. These efforts aim to bolster network reliability, optimize performance, and deliver seamless connectivity experiences for customers, ultimately decreasing churn and enhancing overall satisfaction. WiFi service assurance systems are solutions engineered to monitor, analyze, and optimize WiFi networks, ensuring robust connectivity and an excellent user experience. For example, in September 2024, AVSystem, a Poland-based software services company, unveiled a new Customer Experience Management (CEM) Platform. This platform was specifically created to elevate WiFi service assurance for Communication Service Providers (CSPs). Its objective is to improve customer satisfaction and operational efficiency by addressing prevalent WiFi connectivity challenges. The CEM Platform offers a detailed perspective of both the access layer and the in-home WiFi experience, empowering CSPs to manage issues proactively before they evolve into customer complaints.
Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Leading Companies: Who Holds The Strongest Market Presence?
Major companies operating in the service quality management (sqm) and telco customer experience management (cem) market are Huawei Technologies Co. Ltd, Accenture PLC, The International Business Machines Corporation, Cisco Systems Inc, Oracle Corporation, SAP SE, The Hewlett Packard Enterprise Company, Nokia Corporation, Telefonaktiebolaget LM Ericsson, NEC Corporation, Capgemini SE, Adobe Inc, Tech Mahindra Ltd, Amdocs Limited, Ciena Corporation, SAS Institute, Genesys Cloud Services Inc, CSG International, Verint Systems, Calix Inc, Medallia Inc, Spirent Communications PLC, Comarch SA, InfoVista SAS, Comviva, Radisys Corporation
View The Full Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Report:
Service Quality Management (SQM) And Telco Customer Experience Management (CEM) Market Top Region By Revenue And Market Share
North America was the largest region in the service quality management (SQM) and telco customer experience management (CEM) market in 2025. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the service quality management (sqm) and telco customer experience management (cem) market report are Asia-Pacific, South East Asia, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.
Reach Out To Our Team:
The Business Research Company: https://www.thebusinessresearchcompany.com/
Americas: +1 310-496-7795
Asia: +44 7882 955267 & +91 8897263534
Europe: +44 7882 955267
Email us at: marketing@tbrc.info
Follow us on:
LinkedIn: https://in.linkedin.com/company/the-business-research-company
YouTube: https://www.youtube.com/channel/UC24_fI0rV8cR5DxlCpgmyFQ
Global Market Model: https://www.thebusinessresearchcompany.com/global-market-model
Wasay has over a decade of experience in market research, data modelling, and analytics, with prior experience at GlobalData and Decision Tree Consulting Services. At The Business Research Company , he leads research operations across syndicated studies, customized consulting engagements, and the Global Market Model platform. His professional experience includes supporting organizations such as Boston Consulting Group, KPMG, and Ernst & Young. Wasay holds a degree in Electronics and Communications Engineering, postgraduate management qualifications from International Management Institute Belgium and Indian School of Business and Entrepreneurship, and completed the Integrated Program in Business Analytics from Indian Institute of Management Indore.
