Category: CRM
CRM 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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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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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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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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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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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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Important Foundational Lessons and Growth Opportunities for Improving Customer Experience
Important Foundational Lessons and Growth Opportunities for Improving Customer Experience Key Takeaways From the 20th Annual Frost & Sullivan Customer Contact East Executive MindXchange The Frost & Sullivan Customer Contact East Executive MindXchange event revealed an evolving customer experience (C ... Read More
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Customer Experience Management Growth Opportunities in Latin America, 2024
Customer Experience Management Growth Opportunities in Latin America, 2024 A Closer Look into the Regional Market's Evolution This analysis of shifts in the customer experience management (CXM) industry in Latin America resulting from technological advances and customer expectations examines how pol ... Read More
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Frost Radar™: Customer Experience Management in Latin America, 2024
Frost Radar™: Customer Experience Management in Latin 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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Growth Opportunities in CX Transformation 2024 to 2025
Growth Opportunities in CX Transformation 2024 to 2025 Customer Perspectives The CX industry is in a disruptive state as IT decision-makers and customer contact leaders struggle with prioritizing and procuring budgets and persuading executives to align CX and corporate goals. There is a fear of fail ... Read More
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Frost Radar™: Multichannel Marketing Hubs, 2024
Frost Radar™: Multichannel Marketing Hubs, 2024 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines The Frost Radar™ for the multichannel marketing hub (MMH) industry analyzes providers offering software solutions that help companies streamli ... Read More
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Frost Radar™: Customer Relationship Management, 2024
Frost Radar™: Customer Relationship Management, 2024 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines Businesses want customer relationship management (CRM) software that unifies all data related to customers and deals, and provides advanc ... Read More
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Frost Radar™: Customer Experience Management in Asia-Pacific, 2024
Frost Radar™: Customer Experience Management in Asia-Pacific, 2024 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines The customer experience (CX) management services industry is forecast to grow rapidly, fueled by the recognition of CX as a ... Read More
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Frost Radar™: Customer Experience Management in Europe, 2024
Frost Radar™: Customer Experience Management in Europe, 2024 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines This Frost Radar™ reveals the positions of the key companies in the European customer experience management (CXM) industry using ... Read More
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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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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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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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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 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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