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 an effective strategy for competitive differentiation and a compelling incentive for businesses to outsource CX operations. CX management services are increasingly vital in building a solid end-to-end customer journey as customer-centricity takes center stage. Organizations across the board realize that superior CX is imperative for industry relevance, bringing greater attention and investment opportunities to CX management services.

Organizations partner with service providers to redesign legacy contact centers and create digitally enabled intelligent customer engagement hubs. CX management services facilitate business continuity, boost operational efficiencies, accelerate innovation, increase responsiveness, expedite time to market, and reduce business risk. The secret to a provider’s success is finding the right blend of people, processes, and technologies to give clients access to dependable and agile transformation capabilities. The Asia-Pacific CX management services industry is fragmented, with global, regional, and local outsourcing service providers vying for opportunity. The industry is characterized by the influx of leading global business process management, traditional IT service and CX management, and pure-play digital service providers. Global players explore growth opportunities by acquiring regional and local service providers or setting up offices in the region. In a field of more than 200 international and local industry participants, including more than a dozen smaller companies either exploring or have recently entered the industry, Frost & Sullivan identified 19 companies as powerhouses for this Frost Radar™ analysis.

Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™, considering their strengths and the opportunities that best fit those strengths.