Category: CRM & Customer Service
CRM & Customer Service market research reports by Frost & Sullivan
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Predictions for CX Transformation, 2025 to 2026
Frost & Sullivan’s 2024 Frost & Sullivan’s Contact Center Customer Perspectives survey, published in March 2024, unveiled that improving employee engagement, brand equity and customer loyalty, and automating business processes remain top priorities in 2024-2026. Improving the customer experience (CX ... Read More
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CX Growth Opportunities in the Manufacturing Industry 2024 to 2025
CX Growth Opportunities in the Manufacturing Industry 2024 to 2025 Customer Perspectives Contact centers play a crucial role in the manufacturing sector, serving as the primary interface between the manufacturer and its customers. Manufacturers investing in their contact centers can enhance customer ... Read More
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Frost Radar™: Workforce Engagement Management, 2024
Frost Radar™: Workforce Engagement Management, 2024 A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines Workforce engagement management (WEM) drives performance, agent engagement, and an improved customer experience (CX) in the contact center ... Read More
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CX Growth Opportunities in the Banking, Financial, and Insurance (BFSI) Industry 2024 to 2025
CX Growth Opportunities in the Banking, Financial, and Insurance (BFSI) Industry 2024 to 2025 Customer Perspectives The BFSI sector is in a disruptive state as customer needs and technologies rapidly evolve. Uncertain economic conditions make financial decisions more volatile. According the Frost & ... Read More
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ESG Initiatives in the Contact Center, 2024
ESG Initiatives in the Contact Center, 2024 Sustainability is Just the Start—Updating CCaaS Providers’ Opportunities Through Broader ESG Strategies Frost & Sullivan’s June 2022 study, Sustainability and Circularity Matters—Contact Center Growth Opportunities Under the ESG Umbrella (K747-76), focused ... Read More
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Customer Experience Management Services in Europe, Forecast to 2029
Customer Experience Management Services in Europe, Forecast to 2029 Higher Expectations for Services at Lower Costs Cause Customer Experience Management Providers to Innovate and Drive Efficiencies Customer experience (CX) management is a subset of the broader business process outsourcing (BPO) indu ... Read More
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CX Growth Opportunities in the Energy Industry 2024 to 2025
CX Growth Opportunities in the Energy Industry 2024 to 2025 Customer Perspectives The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment across industries and to understand purchase trends. It also ... Read More
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Customer Experience Management in Latin America and the Caribbean, Forecast to 2029
Customer Experience Management in Latin America and the Caribbean, Forecast to 2029 Highly Complex Services Bring Opportunities for Differentiation During the forecast period (2024-2029), the customer experience management (CXM) market in Latin America and the Caribbean (LAC) will expand, mainly due ... Read More
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Customer Experience Management in North America, Forecast to 2029
Customer Experience Management in North America, Forecast to 2029 The Market is Ripe for Disruption due to Gen AI Over the course of the projection period, the market for CX management is expected to expand. This is mostly due to two factors: 1) the growing recognition of CX as a potent tool for com ... Read More
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A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines
Frost Radar™: North America Enterprise Cloud Contact Centers, 2024 A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines he North American cloud contact center market is in a mature stage with a diverse set of suppliers; the enterprise market c ... Read More
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Frost Radar™: North America Enterprise Cloud Contact Centers, 2024
Frost Radar™: North America Enterprise Cloud Contact Centers, 2024 A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines The North American cloud contact center market is in a mature stage with a diverse set of suppliers; the enterprise market ... Read More
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Frost Radar™: Unified Communications as a Service in Asia-Pacific, 2024
Frost Radar™: Unified Communications as a Service in Asia-Pacific, 2024 A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines Demand for unified communications as a service (UCaaS) continues to rise globally with the proliferation of cloud comm ... Read More
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Frost Radar : Unified Communications as a Service in Europe, 2024
The European unified communications-as-a-service (UCaaS) market is maturing quickly. This, combined with intensifying competition, is driving market participants to accelerate innovation and develop sustainable growth strategies. This Frost Radar™ analysis provides a perspective on key trends and as ... Read More
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Growth Opportunities in Global Customer Relationship Management, 2024
Growth Opportunities in Global Customer Relationship Management, 2024 Integrable, Easy-to-use CRM Solutions with AI and Data Analytics Enable Personalized Customer Experiences To deliver excellent customer experience, organizations require a single view of customers across all touchpoints, which the ... Read More
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Evolving Business Models Drive Industry Transformation and New Growth Opportunities in Programmable Communications
Evolving Business Models Drive Industry Transformation and New Growth Opportunities in Programmable Communications AI-Powered Innovation Creates Differentiation and Boosts Value Propositions API-based solutions often represent a significant departure from how businesses have become accustomed to pur ... Read More
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Top 10 Strategic Imperatives in Unified Communications and Collaboration, 2024
Top 10 Strategic Imperatives in Unified Communications and Collaboration, 2024 The Top Transformations Impacting Future Growth Potential The unified communications and collaboration (UC&C) landscape is undergoing a period of rapid evolution, driven by technological advancements, shifting business ne ... Read More
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Frost Radar™: Voice of Customer Analytics, 2024
Frost Radar™: Voice of Customer Analytics, 2024 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines Businesses receive massive amounts of customer feedback every day, obtained through eCommerce platforms, customer support calls, emails, socia ... Read More
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Next Generation 911 (2024 Edition)
Next Generation 911 (2024 Edition) Driving Transformational Growth in the US Public Safety Sector, 2024 2028 NG911 represents an industry transformation that proactively enhances public safety by acknowledging and catering to citizens’ rapidly evolving demands, products, lifestyles, and technologies ... Read More
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Frost Radar™: Cloud Contact Centers in Asia-Pacific, 2024
Frost Radar™: Cloud Contact Centers in Asia-Pacific, 2024 A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines This Frost Radar™ has ranked the key companies in the Asia-Pacific cloud contact center services industry using their Growth and Inn ... Read More
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Frost Radar™: Unified Communications as a Service in North America, 2024
Frost Radar™: Unified Communications as a Service in North America, 2024 A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines Advanced market maturity is resulting in a slower installed base and revenue growth because of slower adoption among ... Read More
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CX Growth Opportunities in the Travel & Hospitality Industry 2024 to 2025
CX Growth Opportunities in the Travel & Hospitality Industry 2024 to 2025 Customer Perspectives In 2023, the pent-up demand for travel boosted spending in this industry to almost back to pre-pandemic levels. With increasing demand and the need to recoup revenue lost during the 2020-2022 pandemic res ... Read More
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Exploring European Use Cases for Generative AI in CX
Exploring European Use Cases for Generative AI in CX Early Use Cases are Encouraging and Helping to Drive GenAI Adoption Across Europe The emergence of generative AI (GenAI) has sparked intense global interest in AI and how it can help improve customer experience (CX). Several factors drive interest ... Read More
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Frost Radar™: Cloud Contact Centers in Latin America, 2024
Frost Radar™: Cloud Contact Centers in Latin America, 2024 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines This Frost Radar™ reveals the positioning of key companies in the Latin American cloud contact center as a service (CCaaS) industry ... Read More
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Frost Radar™: EMEA Cloud Contact Centers, 2024
Frost Radar™: EMEA Cloud Contact Centers, 2024 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines This Frost Radar™ reveals the contact center-as-a-service (CCaaS) industry leaders using their Growth and Innovation scores as highlighted in t ... Read More
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Growth Opportunities in Customer Experience Management Services, Asia-Pacific, 2024
Growth Opportunities in Customer Experience Management Services, Asia-Pacific, 2024 Employee Experience and Disruptive Digital Technologies Drive Customer Experience Investments The customer experience (CX) industry is being reshaped by changing operational models and technological innovations. On-p ... Read More
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