Gitnux/Report 2026

Cem Industry Statistics

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12Sections
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Cem Industry Statistics
Samuel NorbergWritten by Samuel Norberg·Fact-checked by Maya Johansson
Published
How this report is researched
01Editorial Scope

Gitnux editors write the brief first: the topic, the inclusion rules, and the frame for what belongs.

02Source Research

Agents search the published record and log every extracted figure back to the passage it came from.

Read our full methodology →

Search agents attach provenance to every extracted figure.

Next review: within 31 days

01 Industry overview

The cem industry at a glance

The global customer experience management (CEM) market was valued at $15.55 billion in 2025 and is forecast to expand rapidly as enterprises adopt AI, analytics and omnichannel service tools.

$15.55B[15]
Global market size, 2025
15.2%[15]
Forecast CAGR, 2026–2033
42.4%[15]
North America share, 2025
61%[9]
Consumers preferring human channels, 2025
Market size
The global customer experience management market was valued at $15.55 billion in 2025. Grand View Research estimates the market will reach $17.73 billion in 2026.[15]
Forecast & CAGR
The market is projected to reach $47.72 billion by 2033, representing a 15.2% compound annual growth rate from 2026 to 2033. A separate forecast from The Business Research Company estimates growth from $14.17 billion in 2025 to $16.56 billion in 2026, a 16.8% CAGR.[15][72]
Market share & regions
North America held the largest regional share at 42.4% of global CEM revenue in 2025. In the outsourced CEM market, North America accounted for 42% in 2024, followed by EMEA at 33%, Asia Pacific at 17% and Latin America at 8%.[15][16]
Segmentation
Grand View Research segments the market by analytical tools, including enterprise feedback management software, speech analytics, text analytics, web analytics and content management; by touchpoint, deployment, enterprise size, end use and region. The outsourced market is also segmented by industry, with telecommunications and financial services together representing 21% of the global outsourced market in 2024.[15][16]
Trends, drivers & challenges
AI-powered analytics, generative AI and omnichannel engagement are major growth drivers: 62% of CX practitioners expected increased use of text and speech analytics, while 61% expected increased use of generative AI in the 2024 practitioner survey. Key challenges include privacy concerns, declining consumer comfort with AI and difficulty maintaining human interaction as service becomes automated.[9]
Consumer behavior & competition
In Qualtrics XM Institute’s 2025 global study, 61% of consumers preferred human-mediated channels across common interactions, while only 46% were comfortable interacting with an organization’s AI system. Competition is shifting toward integrated platforms combining feedback management, digital experience analytics, contact-center tools and AI automation.[9]
M&A
M&A activity continues to expand CEM capabilities into journey analytics and loyalty technology. In 2026, Cemantica announced its acquisition of Blue Green after acquiring Luminoso in May 2026, while Capillary Technologies announced an agreement to acquire Mastercard’s SessionM customer-engagement and loyalty business in February 2026.[73][74]
Regulation
CEM vendors using AI-driven customer interactions face increasing scrutiny over privacy, consent, transparency and misleading claims. In August 2026, the U.S. Federal Trade Commission finalized orders requiring Cox Media Group, MindSift and 1010 Digital Works to pay $930,000 over allegedly deceptive claims about an AI-powered marketing service and consumer consent.[75][76]
Latest news
Qualtrics’ 2026 Consumer Experience Trends report states that 73% of customers are already using AI, but only 20% are interacting with customer-support agents. The finding highlights the industry’s shift toward AI-assisted service while showing that human-agent engagement remains limited.[9]

02 Ranking

Top 10 Companies in the Cem Industry

The leading companies in the cem industry, ranked on market impact, performance, momentum, innovation and brand popularity.

Updated November 11, 2026 · Next review December 11, 2026

Verdict

Laffort and M.A.SILVA are tied at the top of Gitnux's 2026 cem ranking with an Overall score of 9.2 each.

Ranked by Overall score · How we score ↓

Editor's top 3 picks

Where to start, by need.

  1. #1 Overall · Leader in wine cork closures

    Laffort

    FR

    Ranked #1 · 9.2 · Wine cork closures

    Why we picked it: It covers oenological products and cork stoppers, rooted in a Bordeaux-founded group since 1895.

    See in ranking ↓Visit laffort.com ↗

  2. #2 overall

    M.A.SILVA

    PT

    Ranked #2 · 9.2 · Wine cork closures

    Why we picked it: Its cork supply chain runs from harvesting through finished stopper delivery for natural and technical closures.

    See in ranking ↓Visit masilva.pt ↗

  3. Leader in cork products & interiors

    JPS Cork Group

    PT

    Ranked #5 · 8.5 · Cork products & interiors

    Why we picked it: Its portfolio spans cork stoppers plus cork insulation, flooring, and textiles for multiple end uses.

    See in ranking ↓Visit jpscorkgroup.com ↗

Pick 1 is the #1 company overall. Pick 2 is the highest-ranked company in the top 5 that adds a new segment; no further segment places in the top 5, so pick 3 follows rank.

Full ranking

Sort by
Top 10 companies in the cem industry, 2026 – Gitnux ranking
#CompanyOverall ↓Company snapshot
1

Laffort

Wine cork closures · FR

9.2
2

M.A.SILVA

Wine cork closures · PT

9.2
3

Harv 81 Group

Wine cork closures · PT

9.1
4

Corticeira Amorim

Wine cork closures · PT

8.8
5

JPS Cork Group

Cork products & interiors · PT

8.5
6

GRANORTE

Cork flooring, wall coverings and interiors · PT

8.2
7

Oeneo

Technical cork closures and wine-industry products · FR

8.2
8

Corkart Group

Cork flooring, wall coverings and design products · PT

8.2
9

Vinventions

Synthetic, micro-natural and other wine closures · BE

8.1
10

Jelinek Cork Group

Cork stoppers and cork products, Canada · CA

7.9

How we score

  • Impact (30%): scale and weight in the market (revenue, market share, employees, market position).
  • Performance (20%): recent revenue growth and operating margin; an analyst assessment where a company does not publish them.
  • Momentum (20%): growth trajectory and future potential.
  • Innovation (15%): R&D intensity and how technologically advanced the company is.

Popularity (brand search demand, 15%) counts toward Overall but is not published as a column. Overall leaves out what is not known.

Scale Scores are shown on a 7–10 scale with one decimal; bars start at 7.0.

Cadence Recalculated when new figures are published; next review December 11, 2026.

Independence. Rankings are editorially independent. Scores, ranks, picks and the verdict follow the method above; no company can pay to change them.

Cite this ranking

APA

Samuel Norberg. (2026, November 11). Top 10 companies in the cem industry. In Cem Industry Statistics. Gitnux. https://gitnux.org/cem-industry-statistics/#top-companies

report visual · Projection

U.S. cement and concrete product manufacturing sectoral output

U.S. cement and concrete product manufacturing sectoral output grew from 61,510 millions of USD in 2021 to 68,560.6 millions of USD in 2025.

$61.5K
Start
+2.75%
CAGR · 4y
$68.6K
Projected
20212025
source-verifiedfred.stlouisfed.org2025

04 Statistics

Technology & Innovation

We see heavy AI adoption intent in the cement sector alongside a clear blocker: 78% cite poor data quality as the primary roadblock to AI adoption in 2026.

AI in the cem industry

  • 78% of global cement-sector respondents reported using AI for predictive maintenance or reducing downtime in 2026.[1]
  • 78% of global cement-sector respondents identified poor data quality as a primary roadblock to AI adoption in 2026.[1]

Automation in the cem industry

  • More than 200 potential AI application scenarios across 15 categories were identified for a cement-production project involving Huawei and a Chinese cement company.[1]
  • Cemex increased digital order adoption in Houston from 30% to 90% through its Cemex Go acceleration program.[2]

Digital Transformation in the telecommunications sector (sector benchmark)

  • About 20% of telecommunications companies qualified as leaders in data transformation, having established intelligent, agile and scalable data estates; survey across 24 countries, 2024.[3]
  • 72% of telecommunications executives reported difficulty implementing and scaling generative-AI use cases, citing outdated architectures and fragmented data; survey across 24 countries, 2024.[3]
  • Telco IT spending rose to 6.9% of revenue in 2023, from 6.6% in 2022, among European telecommunications operators surveyed by TeBIT.[4]
  • Close to 80% of telecommunications executives said their companies were not ready to become data-first, AI-driven organizations, despite expecting data and AI to transform their businesses within three years; global survey, 2024.[3]

Technology Adoption in the telecommunications sector (sector benchmark)

  • Telecommunications operators expected to upskill 10% of employees in artificial-intelligence knowledge and use during 2024; European TeBIT survey.[4]
  • European telecommunications operators ranked in the third-highest AI-maturity category, AI scaling, while no surveyed operator reached the highest category, AI future-built; TeBIT survey, 2024.[4]
  • Telecommunications operators allocated 0.16% of revenue to artificial intelligence and generative AI in 2023, compared with 0.49% for the global telecom industry and 0.42% cross-sector.[4]
  • Telecommunications operators expected 1.27% of their workforce to be dedicated to AI and generative AI by the end of 2024, up from 1.0% in 2023; European TeBIT survey.[4]
  • European telecommunications operators expected AI and generative-AI spending to reach 0.24% of revenue in 2024 before declining to 0.20% in 2025; TeBIT survey.[4]

Cloud Computing in the telecommunications sector (sector benchmark)

  • 42% of communications service providers hosting business-customer workloads believed rising AI demand would shift workloads from private clouds to telco edge clouds; survey across North America, Europe and Asia-Pacific, 2025.[5]
  • 26% of telecommunications respondents identified bundled networking, security and cloud services under one pricing package as a primary factor in business-customer adoption; survey across North America, Europe and Asia-Pacific, 2025.[5]
  • 29% of telecommunications respondents used telco clouds to host communications-service-provider services, particularly data services; survey across North America, Europe and Asia-Pacific, 2025.[5]
  • 55% of telecommunications respondents said business customers would choose telco cloud services because of their location at the network edge; survey across North America, Europe and Asia-Pacific, 2025.[5]
  • 47% of telecommunications respondents identified hosting workloads as their top motivation for operating a telco cloud, including 25% focused on business-customer workloads and 22% on third-party applications; 2025.[5]

Big Data in the telecommunications sector (sector benchmark)

  • 52% of telecommunications executives expected data and AI transformation to have a high-to-disruptive impact on net promoter scores; survey across 24 countries, 2024.[3]
  • 96% of telecommunications executives rated their companies as low-to-medium maturity in data transformation, including data quality and consistency, while 4% rated them highly mature; survey across 24 countries, 2024.[3]
  • 84% of telecommunications executives rated their companies as low-to-medium maturity in data infrastructure, while 16% rated them highly mature; survey across 24 countries, 2024.[3]
  • 90% of telecommunications executives rated their companies as low-to-medium maturity in data architecture, while 10% rated them highly mature; survey across 24 countries, 2024.[3]
  • 82% of telecommunications executives rated their companies as low-to-medium maturity in data strategy and governance, while 18% rated them highly mature; survey across 24 countries, 2024.[3]

IoT in the telecommunications sector (sector benchmark)

  • 66% of surveyed organizations already had a cellular IoT deployment operational; Verizon survey of 500 companies, 2025.[6]
  • 84% of surveyed companies identified artificial intelligence as a fundamental enabling technology for their IoT projects; Verizon survey of 500 companies, 2025.[6]
  • 70% of surveyed companies said artificial intelligence had accelerated their IoT investments and deployments; Verizon survey of 500 companies, 2025.[6]
  • 81% of organizations in the midst of an IoT deployment saw value in 5G technology; Verizon survey of 500 companies, 2025.[6]
  • 74% of surveyed enterprises included 5G Reduced Capability or enhanced Reduced Capability in their IoT deployment road maps; Verizon survey, 2025.[6]

Innovation in the cem industry

  • 12 cement-sector carbon-capture projects were added to the global pipeline between 2024 and 2025, representing approximately 30% growth.[7]
  • USD 250–300 million in venture capital was invested in emerging cement decarbonisation technologies in 2024.[7]

05 Statistics

Data & Analytics

We track customer-data limitations as a recurring constraint: 54% of organizations lacked consistent customer data across touchpoints, limiting actionable insights for CEM analytics.

Business intelligence in the cem industry

  • 57% of organizations lacked a holistic view of the customer; global organizations surveyed by Adobe.[8]
  • 55% of senior executives said customer-data-management technology would be a priority for technology investment in 2024; global organizations.[8]
  • 52% of organizations with the least effective customer-data systems said their digital customer experience lagged customer needs; global organizations surveyed by Adobe.[8]
  • 56% of organizations said their customer-data systems did not produce actionable insights that provided a competitive edge; global organizations surveyed by Adobe.[8]
  • 54% of organizations lacked consistent customer data across touchpoints; global organizations surveyed by Adobe.[8]
  • 59% of organizations lacked access to rapid insights for personalization; global organizations surveyed by Adobe.[8]

Data analytics in the cem industry

  • 60% of CX practitioners said their organizations planned to use text analytics somewhat or significantly more than the previous year; global organizations with 1,000+ employees.[9]
  • 44% of CX leaders identified AI-driven customer interactions as a digital customer-experience priority for 2025; global organizations.[10]
  • 36% of CX leaders identified AI-driven agent interactions as a digital customer-experience priority for 2025; global organizations.[10]
  • 38% of B2B CX respondents reported using always-on digital listening in their customer-experience programs; global B2B organizations.[9]
  • 42% of CX leaders identified personalization and customer segmentation as a digital customer-experience priority for 2025; global organizations.[10]
  • 28% of CX leaders identified customer-journey mapping as a digital customer-experience priority for 2025; global organizations.[10]

Data Quality in the telecommunications sector (sector benchmark)

  • Across telecommunications, 100% of operators reported business impacts from inaccurate physical network data during the previous 12 months in 2026, including delays and valuation risks.[11]
  • Across telecommunications, 13% of operators said more than three-quarters of their network records were accurate in 2026, based on 500 senior decision-makers in the US, Canada and UK.[11]
  • Across telecommunications, 7% of operators said network-data updates occurred immediately after field work, while 49% said updates occurred within one week in 2026.[11]
  • Across telecommunications, 78% of operators said network-asset data quality had a critical or major influence on merger-and-acquisition valuations in 2026.[11]
  • Across telecommunications, 71% of operators identified project and service-activation delays as the most common impact of inaccurate physical network data in 2026.[11]
  • Across telecommunications, 48% of operators still used paper notes in the field that were manually entered into digital network systems later in 2026.[11]

Data Governance in the telecommunications sector (sector benchmark)

  • Across telecommunications, 58% of operators surveyed worldwide had fully deployed one or two data platforms in 2025, according to a survey of 26 operators.[12]
  • Across telecommunications, more than 60% of operators planning higher data-platform spending expected increases of 1% to 10% over the next three years in 2025.[12]
  • Across telecommunications, 21 of 26 operators surveyed expected to increase data-platform investment during the following three years in 2025.[12]
  • Across telecommunications, 41% of operators reported an end-to-end data architecture integrating all departments, while 38% managed data in separate departmental silos in 2025.[13]
  • Across telecommunications, 80% of operators ranked telecoms experience and cost among their three most important criteria when selecting data-platform providers in 2025.[12]
  • Across telecommunications, 21% of operators reported using a mixture of integrated architecture and siloed data management in 2025.[13]

KPIs in the cem industry

  • 64% of B2B CX organizations collected interaction feedback as part of their listening programs; global B2B organizations.[9]
  • 49% of B2B CX organizations used customer satisfaction as a core metric; global B2B organizations.[9]
  • 28% of B2B CX organizations used customer-effort score as a core metric; global B2B organizations.[9]
  • 80% of B2B CX organizations used Net Promoter Score as a core metric; global B2B organizations.[9]
  • 43% of B2B CX organizations tracked frontline feedback as part of their listening programs; global B2B organizations.[9]
  • 42% of B2B CX organizations used passive listening as part of their customer-experience listening programs; global B2B organizations.[9]

06 Statistics

Strategy & Growth

We frame growth around forecasted expansion to $47.72 billion by 2033 at a 15.2% CAGR, with North America holding 42.4% of 2025 revenue.

Growth in the cem industry

  • The North American customer experience management market was forecast to grow from $35.4 billion in revenue in 2025 toward 2030.[14]
  • The customer experience management software market was valued at $15.5 billion globally in 2025.[15]
  • The outsourced customer experience management market was estimated at $117–118 billion globally in 2025.[16]
  • The outsourced customer experience management market grew at approximately 11% annually between 2020 and 2022.[16]
  • The outsourced customer experience management market grew at approximately 2% annually between 2022 and 2025.[16]
  • A 15.2% compound annual growth rate was forecast for the customer experience management software market from 2026 to 2033.[15]

Differentiation in the cem industry

  • Personalized customer experience was identified by Teleperformance as a central value proposition for consumers in 2024.[16]
  • 73% of respondents said customer experience management activities had positively affected business results in 2024.[17]
  • 80% of surveyed organizations aimed to differentiate themselves from competitors through customer experience in the 2024 CEM Benchmark.[17]
  • 42.4% was North America’s share of global customer experience management software revenue in 2025.[15]
  • 2%–4% was the growth rate of the customer experience management outsourcing services market in 2024–2025, driven by transformation-focused services.[10]
  • $117–119 billion was the estimated size of the customer experience management outsourcing services market in 2024–2025.[10]

Mergers and acquisitions in the cem industry

  • 36 customer experience transactions were recorded in 2023 in Allied Advisers’ sector database.[18]
  • 45 customer experience transactions were recorded in 2020 in Allied Advisers’ sector database.[18]
  • 47 customer experience transactions were recorded in 2022 in Allied Advisers’ sector database.[18]
  • 77 customer experience transactions were recorded in 2019 in Allied Advisers’ sector database.[18]
  • 38 customer experience transactions were recorded in 2024 in Allied Advisers’ sector database.[18]
  • 54 customer experience transactions were recorded in 2021 in Allied Advisers’ sector database.[18]

Strategic partnerships in the cem industry

  • 13 years was Teleperformance’s average client relationship duration in 2024.[16]
  • 60 languages were used by Foundever to support client customer experience programs in 2024.[19]
  • Approximately 450 clients were associated with Majorel’s customer experience and business-services operations before its integration into Teleperformance in 2023.[16]
  • Nearly 100 countries were included in Teleperformance’s customer experience delivery footprint in 2024.[16]
  • 150,000 associates supported Foundever’s client relationships in 2024.[19]
  • 71% of Teleperformance’s revenue was generated by its top 100 clients in 2024.[16]

07 Statistics

People & Workforce

We highlight workforce obstacles and training needs tied to AI and automation, including 41% citing reskilling or upskilling as a workforce obstacle in 2026.

Hiring in the cem industry

  • Approximately 13,000 people were employed in U.S. cement production in 2022.[20]
  • More than 305,000 people were employed in concrete production in the European Union, according to European Commission estimates.[20]
  • Cement production provided approximately 61,000 direct jobs and up to 365,000 additional indirect jobs in the European Union, according to European Commission estimates.[20]

Remote Work in the telecommunications sector (sector benchmark)

  • Across telecommunications employers, 41% permitted fully remote working and relocation beyond commuting distance in 2024, compared with 34% across all sectors.[21]
  • At TTEC, approximately 50% of global employees worked remotely in 2025, while the remaining 50% worked onsite.[22]
  • At Kyivstar, 77% of employees were permitted to work in hybrid or remote capacities in 2024.[23]
  • Across technology and telecommunications companies, 5% of corporate employees were expected to work fully remotely in 2024, according to surveyed CEOs globally.[24]

Hybrid Work in the telecommunications sector (sector benchmark)

  • Across technology and telecommunications companies, 30% of corporate employees were expected to work in a hybrid arrangement in 2024, according to surveyed CEOs globally.[24]
  • In the UK information and communication industry, 49% of businesses reported hybrid working during December 2023.[25]
  • Across a global survey of enterprise employees considering telecom-enabled hybrid work, 54% reported some autonomy over their work location and 36% reported total autonomy in 2024.[26]
  • Across Cisco’s surveyed workforce, 45% reported hybrid working, defined as one to four office days per week, in 2025.[27]

Upskilling in the cem industry

  • 94% of respondents in the cement, building-materials and chemicals sector agreed that AI and IoT would positively affect workforce upskilling in 2026.[28]
  • 29% of respondents in the cement, building-materials and chemicals sector identified knowledge transfer as a workforce obstacle in 2026.[28]
  • 41% of respondents in the cement, building-materials and chemicals sector identified reskilling or upskilling as a workforce obstacle in 2026.[28]
  • 38% of respondents in the cement, building-materials and chemicals sector identified labor shortages as a workforce obstacle in 2026.[28]
  • 43.3% of surveyed cement-industry respondents said their companies were investing more in internal upskilling programs and career-development paths.[29]

Employee Engagement in the telecommunications sector (sector benchmark)

  • At Vodafone, the employee engagement index was 75% in 2025 across the Group.[30]
  • At AT&T, the employee engagement score was 79% in 2025 across its global workforce.[31]
  • At Deutsche Telekom, the Group engagement score was 77 points on a 0–100 scale in 2025, excluding T-Mobile US.[32]
  • At NBN Co, the overall employee engagement score was 77% in June 2024, based on a survey with a 90% participation rate.[33]
  • At Chunghwa Telecom, 95.15% of surveyed employees identified with and were actively engaged in their work during 2025.[34]

DEI in the cem industry

  • 8% was the global share of women’s employment in the manufacture of cement, lime and plaster in 2023, according to ILO data.[20]
  • 24.8% of Votorantim Cimentos’ global operations leadership positions were held by women in 2024.[35]
  • 17% of Holcim’s total workforce was female in 2022.[36]
  • 25% of Holcim’s management positions at all levels were held by women in 2022.[36]
  • 9.5% of UltraTech Cement’s top-management positions were held by women in fiscal year 2023–24.[37]

Change Management in the telecommunications sector (sector benchmark)

  • Across communications service providers, 77% reported having a formal network-transformation strategy in 2024.[38]
  • Across telecommunications businesses, 36% cited resistance to change as a primary source of tension between business and technology leaders in 2024.[39]
  • Across communications service providers, 88% said network transformation was critical to organizational survival in 2024.[38]
  • Across telecommunications businesses, 38% cited complexity among their three largest technology-modernization challenges in 2024.[39]

08 Statistics

Customer & Sales

Customer experience in the cem industry

  • 44% of U.S. enterprise leaders prioritized AI-driven customer interactions such as chatbots and virtual assistants for digital customer experience in 2025.[10]
  • 66% of experience-management professionals said their organization’s customer experience improved in 2025, compared with 17% of consumers who agreed.[40]
  • 76% of U.S. enterprise leaders said their company’s customer experience was better in 2024 than in the prior year.[10]
  • 54% of U.S. enterprise leaders ranked customer-feedback and survey management among their digital customer-experience priorities for 2025.[10]
  • 38% of U.S. enterprise leaders identified generating sales or revenue as a digital customer-experience priority for 2025.[10]

Customer retention in the cem industry

  • 36% of U.S. contact-center decision-makers did not use customer-retention rate as a customer-experience benchmark in 2024.[41]
  • 41.2% of organizations used customer-retention rate as a primary metric for assessing customer-experience initiatives in October 2024.[42]
  • 51% better customer retention was reported by customer-obsessed organizations than by non-customer-obsessed organizations in Forrester’s 2024 U.S. analysis.[43]
  • 64% of U.S. contact-center decision-makers who used customer-retention rate considered it a very useful customer-experience indicator in 2024.[41]
  • 41% of U.S. contact-center decision-makers said customer-retention rate was a very useful customer-experience benchmark in 2024.[41]

Customer acquisition in the cem industry

  • 39% of organizations cited increasing acquisition of profitable customers as a pressure driving customer-experience-management adoption.[44]
  • 1.6 times higher revenue growth was reported for leading organizations that focused on operational customer-experience metrics, compared with peers.[42]

Customer loyalty in the cem industry

  • 54% of CX practitioners said they struggled to integrate technologies used in customer-loyalty efforts in November 2024.[40]
  • 46% of executives believed their current loyalty program would be irrelevant within three years in PwC’s 2025 survey.[45]
  • 40% of consumers had switched brands recently in Medallia’s 2026 customer-experience research.[40]
  • 43% of CX practitioners reported using social-media-monitoring tools in customer-loyalty efforts in November 2024.[40]
  • 40% of CX practitioners reported using rewards-program-management platforms in customer-loyalty efforts in November 2024.[40]

09 Statistics

Marketing & Brand

We document practical personalization and channel practice in loyalty efforts: 35% of CX practitioners used personalization or recommendation engines in November 2024.

Marketing in the cem industry

  • 36% of organizations cited increasing retention of profitable customers as a pressure driving customer-experience-management adoption.[44]
  • 35% of CX practitioners reported using personalization or recommendation engines in customer-loyalty efforts in November 2024.[40]
  • 24% of organizations cited increasing brand loyalty as a pressure driving customer-experience-management adoption.[44]
  • 35% of CX practitioners reported using marketing-automation platforms in customer-loyalty efforts in November 2024.[40]

Digital marketing in the cem industry

  • 33% of CX practitioners reported using chatbots or virtual assistants in customer-loyalty efforts in November 2024.[40]
  • 19% of CX practitioners reported using geofencing and location-based services in customer-loyalty efforts in November 2024.[40]
  • 16% of CX practitioners reported using augmented- or virtual-reality experiences in customer-loyalty efforts in November 2024.[40]
  • 30% of CX practitioners reported using conversational-AI tools in customer-loyalty efforts in November 2024.[40]
  • 43% of CX practitioners reported using digital-experience analytics in customer-loyalty efforts in November 2024.[40]

Branding in the cem industry

  • 43% of consumers said consistent experiences were important to their brand experience in Medallia’s 2026 research.[40]
  • 29% of consumers said they stopped using or buying from a brand because of poor customer experience online or in person in PwC’s 2025 survey.[45]
  • 52% of consumers said they stopped using or buying from a brand because of a bad product or service experience in PwC’s 2025 survey.[45]
  • 43% of consumers said knowledgeable employees were important to their brand experience in Medallia’s 2026 research.[40]
  • 36% of consumers said meaningful appreciation of brand loyalty was important to their brand experience in Medallia’s 2026 research.[40]

Influencer Marketing in the telecommunications sector (sector benchmark)

  • Plush recorded a 160% increase in post-paid subscription activations after its TikTok influencer campaign in Poland in 2025.[46]
  • Boost Mobile’s New York influencer campaign achieved a 4.3% engagement rate in the United States in 2025, four times the stated industry benchmark.[47]
  • Boost Mobile’s geo-targeted influencer campaign delivered 37% higher omnichannel return on advertising spend in the United States in 2025.[47]
  • Boost Mobile’s New York influencer campaign produced 1.1 million impressions in the United States in 2025.[47]

10 Statistics

Operations & Execution

We see operating metrics tied to execution discipline in the CEM sector comparison, including Celestica’s 21.1% year-over-year sales growth in 2024.

Process optimization in the cem industry

  • 6.5% was Celestica’s adjusted operating margin in 2024, supported by productivity, operating leverage and favorable business mix.[48]
  • 2.5 percentage points was the increase in Celestica’s operating margin from 2022 to 2025E, reaching 7.4% under its productivity and efficiency program.[48]
  • 10× was the planned increase in power-envelope capacity at Celestica’s Texas manufacturing center by 2027 compared with 2024.[48]
  • 45% was the year-over-year increase in Celestica’s 2025 gross profit, which reached $1,494.1 million.[48]
  • 70+ new programs were launched in 2025 as Celestica expanded operational productivity and manufacturing capabilities across its global network.[48]

Operational efficiency in the cem industry

  • 46 manufacturing, design and office sites supported Celestica’s global operating network in 16 countries in 2025.[48]
  • 21.1% was Celestica’s year-over-year sales growth in 2024 in the CEM sector comparison compiled by Bishop & Associates.[49]
  • 19% was Celestica’s compound annual revenue growth from 2022 to 2025E, alongside an increase in adjusted operating margin from 4.0% to 7.4%.[48]
  • 28% was Celestica’s revenue growth in 2025, when annual revenue reached $12.39 billion.[48]
  • 7.9% was Celestica’s non-GAAP adjusted operating margin for the latest twelve-month period ending in 2026.[48]

Quality management in the cem industry

  • 50 DPPM is Flex’s example second-year target for finished goods after start of production.[50]
  • 2 DPPM is Flex’s example quality target for electronic components supplied to its automotive operations.[50]
  • 10 DPPM is Flex’s example quality target for wires and cables supplied to its automotive operations.[50]
  • 10 years was the period through April 2024 during which Flex’s Guadalajara site maintained Ford’s Q1 quality certification.[51]
  • 100 DPPM is Flex’s maximum example target for finished goods during the first year after start of production.[50]

Supply chain in the cem industry

  • 90% was the planned increase in Celestica’s Thailand manufacturing capacity footprint by 2027 compared with 2024.[48]
  • 28% of Celestica’s total revenue came from its largest individual customer in 2024.[48]
  • 3 to 4 months was the contingency inventory level used by some manufacturers at locations exposed to natural-disaster risk in Q3 2025.[52]
  • 80% was the average capacity-utilization rate reported for major passive-component manufacturers in Jabil’s Q3 2025 report.[52]
  • 16 countries contained Celestica’s manufacturing, design and office network in 2025.[48]

Outsourcing / Offshoring in the telecommunications sector (sector benchmark)

  • Across telecommunications, 26% of IT leaders planned to increase onshoring spend over the following 12 months in the 2018 survey.[24]
  • Across European telecommunications, 22% of outsourced services were nearshored and 23% were moved to more distant offshore locations, based on 2013 data.[53]
  • Across telecommunications, 17% of IT leaders planned to increase offshoring spend over the following 12 months in the 2018 survey.[24]
  • Across telecommunications, 21% of IT leaders planned to increase nearshoring spend over the following 12 months in the 2018 survey.[24]
  • Across European telecommunications, 55% of outsourced services remained domestic, based on EY data covering 2013.[53]

11 Statistics

Finance & Pricing

We capture sector financial discipline with aggregate CEM-sector figures: $3,590.5 million aggregate net income in 2024 and 4.5% net income as a percentage of sales.

Pricing strategy in the cem industry

  • 1.2 was the upper book-to-bill ratio reported for some major passive-component manufacturers in Q3 2025.[52]
  • 1.0–1.05 was the lower range of book-to-bill ratios reported for major passive-component manufacturers in Q3 2025.[52]
  • 57% of electronics purchasers cited manufacturing cost as the main reason for using a contract manufacturer in the study reported by VentureOutsource.[54]

Cost reduction in the cem industry

  • 10× was the planned increase in power-envelope capacity at Celestica’s Texas site by 2027, supporting scale-related manufacturing efficiency.[48]
  • 45% was Celestica’s increase in 2025 gross profit, attributed primarily to revenue growth and improved productivity.[48]
  • $279.6 million was Celestica’s year-over-year gross-profit increase in 2024.[48]
  • 90% was the planned expansion of Celestica’s Thailand manufacturing footprint by 2027, supporting regionalized production and lower landed cost.[48]
  • $460.4 million was Celestica’s year-over-year gross-profit increase in 2025.[48]

Profitability in the cem industry

  • $3,590.5 million was aggregate net income for the CEM companies covered by Bishop & Associates in 2024.[49]
  • 43.3% was the year-over-year increase in aggregate CEM-sector net income in 2024.[49]
  • $79,355.7 million was aggregate sales for the CEM companies covered by Bishop & Associates in 2024.[49]
  • 12.1% was Celestica’s gross margin in 2025.[48]
  • 4.5% was aggregate net income as a percentage of sales for the CEM sector in 2024.[49]

Financial planning in the cem industry

  • $1.4 billion was Jabil’s fiscal-2024 net income attributable to Jabil Inc.[55]
  • $732.5 million was Celestica’s term-loan borrowing in the latest twelve-month financial data ending in 2026.[48]
  • $12.39 billion was Celestica’s 2025 revenue, 28% higher than in 2024.[48]
  • $458 million was Celestica’s non-GAAP free cash flow in 2025, exceeding its full-year outlook.[48]
  • $28.9 billion was Jabil’s fiscal-2024 net revenue.[55]

12 Statistics

Product & Service

We track product and service emphasis inside CEM practice, where 58% of organizations assigned significant or critical priority to improving product experience.

Product development in the cem industry

  • 58% of organizations assigned significant or critical priority to improving product experience; global companies with 1,000+ employees.[9]
  • 3% of CX professionals expected emphasis on designing and launching new customer offerings to decrease in 2024; global organizations with 1,000+ employees.[9]
  • 67% of CX professionals expected their organizations to place more emphasis on designing and launching new customer offerings in 2024; global organizations with 1,000+ employees.[9]
  • 40% of organizations assigned significant priority to improving product experience, while 18% assigned critical priority; global companies with 1,000+ employees.[9]
  • 12% of organizations placed no or minor priority on improving product experience; global companies with 1,000+ employees.[9]

Value proposition in the cem industry

  • 88% of B2B CX respondents reported significant CX efforts underway across their companies; global B2B organizations.[9]
  • 66% of US companies were categorized as not customer-obsessed, while 3% were categorized as customer-obsessed; US companies in Forrester’s 2024 index.[43]
  • 40% of CX practitioners said their organizations had a nurturing or very nurturing experience-management culture; global organizations with 1,000+ employees.[9]
  • 65% of B2B CX respondents described their CEO or equivalent leader as a strong or very strong active champion for CX efforts; global B2B organizations.[9]
  • 63% of CX leaders described their financial results as somewhat or significantly better than competitors, compared with 40% of CX laggards; global organizations with 1,000+ employees.[9]

13 Statistics

Sustainability & Ethics

We connect governance and operations to measurement: Plexus recorded a 13.7% year-over-year reduction in waste-to-landfill intensity in fiscal 2024.

Sustainability in the cem industry

  • 59% of NOTE Group energy came from renewable or fossil-free sources in fiscal 2025, across its global contract-electronics-manufacturing operations.[56]
  • 13.7% year-over-year reduction in waste-to-landfill intensity was achieved by Plexus in fiscal 2024.[57]
  • 4 of NOTE’s 6 UK sites held ISO 14001 and ISO 45001 certifications in fiscal 2025.[56]
  • 46% reduction in enterprise-wide greenhouse-gas emissions was reported by Jabil against its fiscal 2019 baseline in 2024, globally.[58]
  • 48,212 tCO2e were emitted by NOTE Group in fiscal 2025 across its contract-electronics-manufacturing operations.[56]

ESG in the cem industry

  • 90% of Jabil managers had been trained in mental-health resilience by fiscal 2024.[58]
  • 25% of Jabil leadership positions were held by women in fiscal 2024, globally.[58]
  • Nearly 590,000 volunteer hours were completed by Jabil employees in local communities during fiscal 2024.[58]
  • 1,571 Flex suppliers were assessed for environmental impacts in 2024.[51]
  • $1.4 million was donated by Plexus to charitable causes in fiscal 2025.[59]

Ethics in the cem industry

  • 2.16% of Flex suppliers identified with significant potential negative social impacts had improvement agreements in 2024.[51]
  • 62% of Flex’s global materials spend corresponded to suppliers submitting valid complete conflict-minerals declarations in 2024.[51]
  • 3 Flex suppliers were identified as having significant potential negative environmental impacts in 2024.[51]
  • 99.63% of Flex employees completed code-of-business-conduct and ethics training in 2024.[51]
  • 34 Flex suppliers were identified as having significant potential negative social impacts in 2024.[51]

CSR in the cem industry

  • 6% was Jabil’s target average global reduction in acquired or purchased water under its fiscal 2026 resource-efficiency goals.[58]
  • At least 160 was Jabil’s annual global-site-average RBA score target for fiscal 2024, corresponding to silver status.[58]
  • Over 20,000 paid volunteer hours were recorded by Plexus employees in fiscal 2024, a 10.7% year-over-year increase.[57]
  • 32,054 volunteer-time-off hours were logged by Plexus employees globally in fiscal 2025.[59]
  • 40+ programs for persons with disabilities were established by Jabil by fiscal 2024.[58]

Circular economy in the cem industry

  • 133,660 tonnes of materials were recovered for recycling by Samsung Electronics in 2025, based on data collected in Korea.[60]
  • 16,030 tonnes of recycled packaging were used by Samsung Electronics in 2025, based on data collected in Korea.[60]
  • 10 circular-economy projects were included in Jabil’s sustainability goals for fiscal 2026.[58]
  • 33.7% of Samsung Electronics’ plastic parts by weight used recycled plastic in 2025, based on the company’s disclosed product scope.[60]
  • 159,890 tonnes of e-waste were collected by Samsung Electronics in 2025, based on data collected in Korea.[60]

Carbon footprint in the cem industry

  • 13% of reported electronics-manufacturing emissions were downstream Scope 3 in PwC’s 2024 CDP sector analysis.[45]
  • 63% of reported electronics-manufacturing emissions were Scope 1 and 2 in PwC’s 2024 CDP sector analysis.[45]
  • 496,512 metric tonnes CO2e were Amphenol’s combined Scope 1 and location-based Scope 2 emissions in 2024.[61]
  • 69 tCO2e per $100,000 of revenue was the average emissions intensity reported for 450 electronics-manufacturing companies disclosing to CDP in 2024.[45]
  • 13 million tonnes of average annual emissions were reported for the electronics-manufacturing sector in PwC’s 2024 CDP analysis.[45]

15 Statistics

Globalization & Expansion

We emphasize delivery scale and regional concentration, including North America’s 42.4% share of global CEM revenue in 2025.

Globalization in the cem industry

  • 490,000 employees worked for Teleperformance in nearly 100 countries in 2024.[16]
  • 42% of the outsourced customer experience management market was located in North America in 2024.[16]
  • $117–118 billion was the estimated global outsourced customer experience management market in 2025.[16]
  • 45 countries and more than 60 languages were covered by Foundever’s customer experience operations in 2024.[19]
  • $345–365 billion was the estimated global customer experience management market in 2024, including insourced and outsourced services.[16]

Cultural adaptation in the cem industry

  • 44 countries were covered in research examining how customer experiences differ across cultures and markets.[69]
  • 22% of global consumers reported problems with stereotyping in localized customer experiences, according to a localization survey.[70]
  • 9 million customer conversations were supported each day by Foundever across more than 60 languages in 2024.[19]
  • 400 languages were supported across Teleperformance’s customer experience programs in 2026.[16]
  • 20% of respondents reported encountering cultural appropriation in localized customer experiences, according to a localization survey.[70]

Supplier management in the cem industry

  • €1.364 billion was Teleperformance’s external expenditure with suppliers in 2024.[16]
  • 1,000 suppliers to large multinational companies participated in HICX’s 2024 Voice of the Supplier survey.[71]
  • 13 years was Teleperformance’s average client relationship length in 2024, supporting long-term service-network planning.[16]
  • 71% of Teleperformance’s revenue came from its top 100 clients in 2024, indicating concentrated commercial relationships relevant to supplier and service ecosystems.[16]
  • 45 countries were represented in Foundever’s distributed operating model, increasing the geographic scope of supplier coordination in 2024.[19]

Stakeholder management in the cem industry

  • €231 million was paid in dividends by Teleperformance in 2024.[16]
  • €8 million was donated by Teleperformance to nongovernmental organizations in 2024.[16]
  • €6.9 billion was spent by Teleperformance on wages and social-security charges in 2024.[16]
  • €366 million was paid by Teleperformance in income taxes in 2024.[16]
  • 72% of Teleperformance employees were promoted internally in 2024.[16]

Distribution channels in the cem industry

  • More than 9 million customer conversations were supported daily by Foundever through its customer experience delivery channels in 2024.[19]
  • 97% of Teleperformance’s workforce was employed in core services in 2024.[16]
  • 41% of Teleperformance’s 2024 revenue came from the Americas region.[16]
  • 37% of Teleperformance’s core-services workforce was located in EMEA and Asia-Pacific at December 31, 2024.[16]
  • 60% of Teleperformance’s core-services workforce was located in the Americas at December 31, 2024.[16]

Key questions about the cem industry

What is the global CEM market size in 2025 and the 2026 baseline forecast?
The global customer experience management market was valued at $15.55 billion in 2025. Grand View Research estimates it will reach $17.73 billion in 2026.
How fast is the CEM market projected to grow from 2026 to 2033?
The market is projected to reach $47.72 billion by 2033, representing a 15.2% compound annual growth rate from 2026 to 2033.
Which companies lead the cem industry?
Laffort and M.A.SILVA are tied at the top of Gitnux's 2026 cem ranking with an Overall score of 9.2 each.
Which technology shifts are most associated with near-term CEM adoption?
AI-powered analytics, generative AI, and omnichannel engagement are major growth drivers. In 2024, 62% of CX practitioners expected increased use of text and speech analytics, and 61% expected increased use of generative AI.
How is the CEM market structured by software versus outsourced services?
The customer experience management software market was valued at $15.5 billion globally in 2025. The outsourced CEM market was estimated at $117–118 billion globally in 2025.
What constraint most directly affects scaling CEM AI programs?
Data quality and architecture gaps slow implementation. In 2026, 78% of global cement-sector respondents cited poor data quality as a primary roadblock to AI adoption.
Reference

Cite This Report

This report is designed to be cited. We maintain stable URLs and versioned verification dates. Copy the format appropriate for your publication below.

APA
Samuel Norberg. (2026, November 11). Cem Industry Statistics. Gitnux. https://gitnux.org/cem-industry-statistics
MLA
Samuel Norberg. "Cem Industry Statistics." Gitnux, 11 Nov 2026, https://gitnux.org/cem-industry-statistics.
Chicago
Samuel Norberg. 2026. "Cem Industry Statistics." Gitnux. https://gitnux.org/cem-industry-statistics.

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