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Growth Opportunities in Customer Experience Management Services, Asia-Pacific, 2024

Publisher Frost & Sullivan
Published Jun 12, 2024
SKU # MC18910527

Description

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-premises legacy contact center systems and solutions cannot keep up with evolving customer needs and advances in technology. Customers in the digital era expect highly personalized and continued customer service across their preferred communication channels. However, challenges due to ongoing geopolitical conflicts and elevated inflation and interest rates are making organizations cautious in their IT investment plans, with contact center leaders struggling to procure budgets and align CX and corporate goals.

Organizations are now increasingly focusing on connecting end-to-end CX and employee experience (EX) across systems and geographies. Digital technologies are enabling businesses to gain valuable customer and employee insights while enriching their experiences and enhancing business operations. Cloud, automation, analytics, AI, and ML technologies are critical to delivering more contextual, personalized, and seamless experiences.

This report analyzes the factors driving and restraining growth in the CX management services industry and identifies the opportunities emerging from the changes in this space for market players and stakeholders to leverage. The predictions in this report are validated through findings from Frost & Sullivan's annual survey of contact center solution decision-makers, meetings with clients, and continual discussions with CX service providers and outsourcers around the globe.

Table of Contents

Transformation in the CX Management Services Sector: Strategic Imperatives
Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on the Customer Experience Management
Growth Opportunities Fuel the Growth Pipeline Engine™
Growth Opportunity Analysis
Growth Metrics
Growth Drivers
Growth Restraints
Growth Environment
Evolution of Customer Expectations
EX Boosts Customer Loyalty
Infusion of Generative AI to Amplify Benefits of Automation and Virtual Agents
Growth Opportunity Universe
Growth Opportunity 1: Holistic CX Value Proposition
Growth Opportunity 2: Enhancing EX through Analytics and AI
Growth Opportunity 3: Hyper-personalized Experiences
Best Practices Recognition
Best Practices Recognition
Frost Radar
Frost Radar
Next Steps
Benefits and Impacts of Growth Opportunities
Next Steps
Take the Next Step
List of Exhibits
Legal Disclaimer

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