Category: CRM & Customer Service
CRM & Customer Service market research reports by Frost & Sullivan
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Frost Radar™: Customer Experience Management in North America, 2024
Frost Radar™: Customer Experience Management in North America, 2024 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership ... Read More
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Advancements in Contact Center Workforce Optimization—Global
Advancements in Contact Center Workforce Optimization—Global Innovation Powered by AI Is Accelerating Contact Center Growth Opportunities Frost & Sullivan defines workforce optimization (WFO) as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and ... Read More
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Global Customer Experience (CX) Outsourcing Services Growth Opportunities
Global Customer Experience (CX) Outsourcing Services Growth Opportunities The global CX outsourcing services market is expected to expand throughout the forecast period due to the growing recognition of CX as a key competitive differentiator and compelling incentives for businesses to outsource thei ... Read More
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Top 10 Growth Opportunities in Customer Experience (CX), 2024
Top 10 Growth Opportunities in Customer Experience (CX), 2024 The Customer Experience industry benefitted greatly from the COVID-19 pandemic, which shifted millions of agents to work-at-home (WAH) models and accelerated cloud contact center-as-a-service (CCaaS) adoption. In 2021 and 2022, investment ... Read More
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Customer Experience Outsourcing Services in Europe, Forecast to 2029
Customer Experience Outsourcing Services in Europe, Forecast to 2029 Growth rates for the European customer experience (CX) outsourcing market have declined from the double-digit pace of 2020 and 2021, partly due to economic headwinds such as rising interest rates and fluctuating exchange rates. Mod ... Read More
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Asia-Pacific Contact Center Applications Tracker, 2023
Asia-Pacific Contact Center Applications Tracker, 2023 The Asia-Pacific contact center applications market grew by 6.9% in 2022 and is projected to grow at a compound annual growth rate (CAGR) of 4.4% from $881.9 million in 2022 to $1,193.5 million in 2029, driven by cloud migration, system upgrades ... Read More
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A Deep Dive into Customer Perspectives from the 2023 Customer Contact West MindXchange
A Deep Dive into Customer Perspectives from the 2023 Customer Contact West MindXchange The 19th Annual Customer Contact West: A Frost & Sullivan Executive MindxChange brought thought leaders from around the globe to Huntington Beach, California to tackle their challenges with other customer experien ... Read More
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Frost Radar™: Unified Communications as a Service in Europe, 2023
Frost Radar™: Unified Communications as a Service in Europe, 2023 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines This is an in-depth analysis of the top 21 growth and innovation leaders in the European unified communications as a service ... Read More
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Ready, Set, Go! The Race is on to Capitalize on Generative AI in the Contact Center
Ready, Set, Go! The Race is on to Capitalize on Generative AI in the Contact Center Generative AI s Impact on CX Includes Increased Competitive Intensity and Transformational Growth Generative AI (GenAI) has garnered huge interest and holds great promise for optimizing business operations by automat ... Read More
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Customer Experience Trends in the Manufacturing Industry: A Customer Perspective—Global, 2023–2024
Customer Experience Trends in the Manufacturing Industry: A Customer Perspective—Global, 2023–2024 Automating Business Processes, Customer Experience, and Employee Experience is the Top Priority Contact centers are crucial in manufacturing, serving as the primary interface between the manufacturer a ... Read More
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Frost Radar™: Digital Platforms for Customer Care and Engagement in Electric Utilities and Retailers, 2023
Frost Radar™: Digital Platforms for Customer Care and Engagement in Electric Utilities and Retailers, 2023 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines Energy is the world’s most dynamic industry in need of change. Electric utilities a ... Read More
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Growth Opportunities in the Global Network Services Industry, 2023
Growth Opportunities in the Global Network Services Industry, 2023 Multinational Corporations Need Global Partners for Flexible, Secure Networking to Enable Digital Transformations The global enterprise network services industry serves multinational corporations that operate in more than 50 countrie ... Read More
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Frost Radar™: Workforce Optimization Solutions, 2023
Frost Radar™: Workforce Optimization Solutions, 2023 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines Workforce optimization (WFO) drives performance, agent engagement, and an improved customer experience (CX) in the contact center industr ... Read More
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CX Growth Opportunities in Travel & Hospitality: Global, 2023—A Customer Perspective
CX Growth Opportunities in Travel & Hospitality: Global, 2023—A Customer Perspective Pent-Up Demand Compels Businesses to Invest in AI and Automation The Travel and hospitality (T&H) industry was one of the hardest hit by the COVID-19 pandemic starting in 2020. Strict shelter-at-home regulations and ... Read More
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Contact Center Digital Transformation in the BFSI Industry: A Customer Perspective-Global, 2023-2024
Contact Center Digital Transformation in the BFSI Industry: A Customer Perspective-Global, 2023-2024 Employee Engagement is the Top Corporate Objective Digital transformation is helping BFSI organizations establish closer relationships with their customers and deliver great products/-services. Exten ... Read More
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Growth Opportunities in the Voice of Employee Analytics for Customer Experience Success
Growth Opportunities in the Voice of Employee Analytics for Customer Experience Success Improving Employee Experience a Top Business Priority to Unlocking Future Growth Potential VoE is the voice of the employee that is collected and analyzed systematically using a VoE analytics tool. Businesses use ... Read More
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Programmable Communications Outlook and Opportunities
Programmable Communications Outlook and Opportunities API Driven Communications Power Next Generation Customer and Employee Experiences Frost & Sullivan defines programmable communications as any service or solution that enables developers to programmatically embed voice, video, chat, and messaging ... Read More
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Retail Contact Center Growth Opportunities in North America—2023
Retail Contact Center Growth Opportunities in North America—2023 Successful Providers Must Bridge the Physical and Digital Realms Preparing for a pandemic that lifts or redescends is top of mind for retailers that must navigate increasing foot traffic in stores and in malls with a large retail footp ... Read More
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Contact Center Digital Transformation in the Healthcare Industry: A Customer Perspective, Global, 2023 to 2024
Contact Center Digital Transformation in the Healthcare Industry: A Customer Perspective, Global, 2023 to 2024 Employee Engagement is the Top Corporate Objective Patients are consumers and expect excellent customer service for every product and service they buy. Patients invest in their health and s ... Read More
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Frost Radar™: Cloud Contact Center Services in Asia-Pacific, 2023
Frost Radar™: Cloud Contact Center Services in Asia-Pacific, 2023 The APAC cloud contact center solutions market is in the growth stage and generated revenue of $423.1 million in 2022, recording 19.4% growth year over year from 2021. Frost & Sullivan projects that the market will expand at a 12.8% c ... Read More
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Conversational AI is Now the Heart of Customer Experience
Conversational AI is Now the Heart of Customer Experience Artificial Intelligence (AI) is the shining star of contact center innovation and began gaining features, focus, and adoption in 2022. AI is enhancing capabilities across the contact center spectrum: from agent hiring and training, resource f ... Read More
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Navigating Digital Transformation in Contact Centers—A Customer Perspective, Global, 2023 to 2024
Navigating Digital Transformation in Contact Centers—A Customer Perspective, Global, 2023 to 2024 Frost & Sullivan's annual survey of contact center solution decision-makers revealed that employee engagement is a top priority for contact center organizations in 2023. Organizations with more employee ... Read More
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Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2022
Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2022 The customer experience (CX) outsourcing services landscape is expected to sustain a strong growth trajectory during the next 5 years. Two drivers will fuel this momentum: increasing acceptance of CX as a formidable compet ... Read More
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Frost Radar™: Customer Relationship Management Software, 2023
Frost Radar™: Customer Relationship Management Software, 2023 Businesses want collaborative customer relationship management (CRM) software that unifies all resources related to a particular deal and customer, eliminating siloes between different customer-facing teams and departments. Most CRM vendo ... Read More
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Frost Radar™: European Customer Experience Outsourcing Services, 2023
Frost Radar™: European Customer Experience Outsourcing Services, 2023 Over the next five years, the customer experience (CX) outsourcing services market will continue to grow rapidly, fueled by two factors: the recognition of CX as a potent strategy for competitive differentiation and the compelling ... Read More
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