Category: Customer Service
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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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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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™: 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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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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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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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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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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