Category: CRM & Customer Service
CRM & Customer Service market research reports by Frost & Sullivan
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CX Growth Opportunities in the Travel & Hospitality Industry 2024 to 2025
CX Growth Opportunities in the Travel & Hospitality Industry 2024 to 2025 Customer Perspectives In 2023, the pent-up demand for travel boosted spending in this industry to almost back to pre-pandemic levels. With increasing demand and the need to recoup revenue lost during the 2020-2022 pandemic res ... 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™: Cloud Contact Centers in Latin America, 2024
Frost Radar™: Cloud Contact Centers in Latin America, 2024 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines This Frost Radar™ reveals the positioning of key companies in the Latin American cloud contact center as a service (CCaaS) industry ... Read More
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Frost Radar™: EMEA Cloud Contact Centers, 2024
Frost Radar™: EMEA Cloud Contact Centers, 2024 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines This Frost Radar™ reveals the contact center-as-a-service (CCaaS) industry leaders using their Growth and Innovation scores as highlighted in t ... 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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Sidestepping Mercurial Economic Headwinds to Innovate in the North American Retail Contact Center Sector
Sidestepping Mercurial Economic Headwinds to Innovate in the North American Retail Contact Center Sector Contact Center Growth Opportunities in North American Retail Along with healthcare, retail was one of the industries most impacted by the COVID-19 pandemic, which forced rapid change and innovati ... 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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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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