Category: CRM & Customer Service
CRM & Customer Service market research reports by Frost & Sullivan
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Frost Radar™: Australia Customer Experience Outsourcing Services, 2022
Frost Radar™: Australia Customer Experience Outsourcing Services, 2022 Organizations across the board realize the increasing importance of customer experience (CX) in driving business success and delivering an excellent experience as a competitive differentiator. Customers view positive experiences ... Read More
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Global Customer Relationship Management Growth Opportunities, 2022
Global Customer Relationship Management Growth Opportunities, 2022 To deliver a great customer experience, organizations today want a single view of customers across all touchpoints, which can be achieved through customer relationship management (CRM) solutions. The goal for businesses is to capture ... Read More
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Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services, 2022
Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services, 2022 Organizations across the board realize the significance of delivering excellent customer service as a competitive differentiator. Customer experience (CX) outsourcing services play an increasingly vital role in building a robu ... Read More
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Frost Radar™: North American Mobile Field Service Management Market, 2022
Frost Radar™: North American Mobile Field Service Management Market, 2022 The mobile field service management (FSM) market continues on a strong growth trajectory in the North American region. These software solutions provide real-time guidance to workers on the front line, typically via a smartphon ... Read More
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Frost Radar™: Customer Experience Outsourcing Services in North America, 2022
Frost Radar™: Customer Experience Outsourcing Services in North America, 2022 The customer experience (CX) outsourcing services landscape will sustain a strong growth trajectory during the next five years. Two drivers will fuel this momentum: the increasing acceptance of CX as a formidable competiti ... Read More
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Frost Radar™: Quality Management Systems, 2022
Frost Radar™: Quality Management Systems, 2022 The quality management system (QMS) market is growing fast. Regulatory compliance is one of the key drivers for the implementation of a QMS, especially as frequently changing geopolitical situations make it harder for companies to effectively act in acc ... Read More
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Frost Radar™: Global Business Process Management Services, 2022
Frost Radar™: Global Business Process Management Services, 2022 The global business process management (BPM) services market is highly competitive and fragmented due to the influx of global and local IT services, BPM services, consulting services, contact center services, and digital solutions compa ... Read More
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Frost Radar™: North American Enterprise Cloud Contact Center Market—2022
Frost Radar™: North American Enterprise Cloud Contact Center Market—2022 The global CCaaS market generated revenue of $4.99 billion in 2021, a 21.6% increase from 2020. Frost & Sullivan projects that revenue will increase at a 13.2% compound annual growth rate to reach $9.29 billion by 2026. The Nor ... Read More
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Customer Experience Outsourcing Services Market in Europe, Forecast to 2028
Customer Experience Outsourcing Services Market in Europe, Forecast to 2028 The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives for compa ... Read More
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Customer Experience Outsourcing Services Market in North America, Forecast to 2028
Customer Experience Outsourcing Services Market in North America, Forecast to 2028 The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives fo ... Read More
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Customer Experience at the Core of Digital Transformation in Banking, Financial Services, and Insurance, 2022
Customer Experience at the Core of Digital Transformation in Banking, Financial Services, and Insurance, 2022 When COVID-19 lockdowns in early 2020 forced businesses to close physical locations, demand for digital options soared as employees shifted to working from home and customers sought alternat ... Read More
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Re-imagining the Retail Customer Experience, 2022
Re-imagining the Retail Customer Experience, 2022 The retail market for customer care offers significant growth opportunities. Despite being one of the most challenged markets at the start of the COVID-19 pandemic, the disruption created many silver linings, such as significantly reducing the compet ... Read More
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Digital Trends in Education–2022 Investment Plans Address Talent Shortage and Remote Learning
Digital Trends in Education–2022 Investment Plans Address Talent Shortage and Remote Learning Frost & Sullivan has identified that the education vertical is ripe for digital transformation and adoption of modern communications and collaboration technologies to improve operational efficiencies, impro ... Read More
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Growth Opportunities from Benchmarking Global Passenger Vehicle OEMs’ Customer Service Channels
Growth Opportunities from Benchmarking Global Passenger Vehicle OEMs’ Customer Service Channels In this report, Frost & Sullivan profiles, analyzes, and benchmarks conventional and electric OEMs by their OES channel service and maintenance offerings. The geographic scope is global. The base year is ... Read More
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Global Business Process Management Services Growth Opportunities
Global Business Process Management Services Growth Opportunities Traditional BPM and customer experience (CX) services are undergoing a paradigm shift. The need for effective and efficient front- and back-office operations has led to process optimization through digitalization. In the past, organiza ... Read More
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Sustainability and Circularity Matters—Contact Center Growth Opportunities under the ESG Umbrella
Sustainability and Circularity Matters—Contact Center Growth Opportunities under the ESG Umbrella Sustainability has become an important company mandate and competitive differentiator, driven by demand from customers, investors, and employees. Increasingly, contact center (CC) suppliers are publishi ... Read More
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Growth Opportunities for Communications, Collaboration and Contact Center Solutions in the Retail Industry
Growth Opportunities for Communications, Collaboration and Contact Center Solutions in the Retail Industry Retail sales are an important economic indicator because consumer spending reflects the strength of an economy and its fundamentals. Retailers are expected to invest in transformative technolog ... Read More
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Top 10 Takeaways from the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange
Top 10 Takeaways from the 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange The 18th Annual Customer Contact East: A Frost & Sullivan Executive MindXchange in sunny Fort Lauderdale was packed with innovative, collaborative, and analytical in sunny Fort Lauderdale was packed ... Read More
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Global Customer Experience (CX) Outsourcing Services Growth Opportunities
Global Customer Experience (CX) Outsourcing Services Growth Opportunities Brands use outsourcing as a competitive strategy to get a multitude of benefits, including cost savings, best-in-class technology, business flexibility, and access to skilled talent and different locations and delivery models. ... Read More
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Impact of 5G in Customer Experience
Impact of 5G in Customer Experience Highly proactive and engaging interactions create positive experiences. The COVID-19 pandemic has placed even more emphasis on these interactions, as customers expect organizations to be empathetic when responding to queries and providing resolutions in an efficie ... Read More
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Global Voice of the Customer (VoC) Analytics Growth Opportunities
Global Voice of the Customer (VoC) Analytics Growth Opportunities Well-established businesses receive massive amounts of feedback every day, obtained through eCommerce platforms, customer support calls, emails, social media platforms, bots, and chats. This presents companies with an opportunity to c ... Read More
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CX Investment Predictions for 2022
CX Investment Predictions for 2022 In a customer survey of 1,210 IT and telecom decision-makers around the world and across verticals (with 58% of respondents in a senior management position), improving customer experience is ranked as the top business objective in 2022, followed closely by improvin ... Read More
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Frost Radar™: Asia-Pacific Cloud Contact Center Services, 2022
Frost Radar™: Asia-Pacific Cloud Contact Center Services, 2022 The year 2021 was pivotal for contact centers. Organizations grappled with the continual challenges brought on by the COVID-19 pandemic while working to meet customer demand for efficient service and an improved customer experience (CX). ... Read More
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Customer Experience Growth Opportunities for 2022
Customer Experience Growth Opportunities for 2022 A perfect storm of innovation occurs when unforeseen events or circumstances challenge human nature. Fall into a hole and you’ll find your way out. Take a truckload of lemons and go into the lemonade business. The English language is certainly pepper ... Read More
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Frost Radar™: European Contact Center as a Service (CCaaS) Market, 2021
Frost Radar™: European Contact Center as a Service (CCaaS) Market, 2021 The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying sizes that offer solutions to companies and ... Read More
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