Customer Service Market Research Reports & Industry Analysis

This IDC Market Perspective addresses customer experience (CX) transformation challenges for the agentic era. Organizations' AI adoption challenges have been amplified by existing foundational challenges impeding success with their CX transformation. While AI drives innovation and productivity acros ...

This Frost Radar™ reveals the positioning of key companies in the Latin American customer experience (CX) platforms industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. CX platforms orchestrate the complexity of modern customer interactions across multipl ...

The 2025 Global: Digital Adoption Platform Market - Innovative Markets Forecast (2031) report analyzies the market size, projected growth/decline and regional data for the period 2020 through 2031. Perry/Hope Partners' reports provide the most accurate industry forecasts based on our proprietary eco ...

This IDC Perspective provides insights into expectations of enterprises from CX-focused service providers of tomorrow. CX-related services have reached a critical turning point in 2025, following the arrival of business transformative technology including GenAI and agentic technology. Many enterpris ...

The impact and momentum of artificial intelligence (AI) on the customer experience (CX) industry are profound. It's a rapidly changing environment, enabling a massive wave of innovation across business and industry. Frost & Sullivan clients are actively seeking AI technology expertise and solutions ...

Customer Care Centers in the US While many businesses struggled to adapt to shifting landscapes amid the pandemic and volatile economic conditions, customer care centers handled things relatively well. With easily adaptable workplace setups, many centers transitioned to work-from-home offices with e ...

This IDC Market Note discusses Twilio's preview of its customer engagement platform at Twilio SIGNAL 2025. Twilio is charting a new path for cloud communications.According to Courtney Munroe, research VP, Worldwide Telecommunications Research at IDC, "Twilio's SIGNAL 2025 announcement of its next-ge ...

This IDC Market Note discusses how vendors in digital experience and product data management currently face an inflection point as generative AI redefines how product information is discovered, interpreted, and acted upon in platforms like ChatGPT, Gemini, and Perplexity. The migration from traditio ...

The Customer Information System Companies Quadrant is a comprehensive industry analysis that provides valuable insights into the global market for Customer Information System. This quadrant offers a detailed evaluation of key market players, technological advancements, product innovations, and emerg ...

The AI for Customer Service Companies Quadrant is a comprehensive industry analysis that provides valuable insights into the global market for AI for Customer Service. This quadrant offers a detailed evaluation of key market players, technological advancements, product innovations, and emerging tren ...

This IDC study discusses the transformative impact of humanlike AI agents in enterprise customer service and contact centers. These AI agents, powered by advanced large language models, offer solutions to challenges like high turnover and inefficiencies in traditional human-staffed centers. They enh ...

This IDC Market Note highlights the announcements from Salesforce Connections 2025. Salesforce Connections 2025 showcased the company's deepening investment in AI-driven enterprise automation through Agentforce, its platform for building and deploying digital agents across marketing, sales, commerce ...

Global Customer Communication Management (CCM) Market to Reach US$5.1 Billion by 2030 The global market for Customer Communication Management (CCM) estimated at US$2.7 Billion in the year 2024, is expected to reach US$5.1 Billion by 2030, growing at a CAGR of 11.5% over the analysis period 2024-2030 ...

Global Customer Engagement Solutions Market to Reach US$49.9 Billion by 2030 The global market for Customer Engagement Solutions estimated at US$25.7 Billion in the year 2024, is expected to reach US$49.9 Billion by 2030, growing at a CAGR of 11.7% over the analysis period 2024-2030. Solutions, one ...

Global Customer Experience Management Market to Reach US$31.2 Billion by 2030 The global market for Customer Experience Management estimated at US$16.2 Billion in the year 2024, is expected to reach US$31.2 Billion by 2030, growing at a CAGR of 11.5% over the analysis period 2024-2030. Solutions, on ...

Global Customer Information System Market to Reach US$3.2 Billion by 2030 The global market for Customer Information System estimated at US$1.7 Billion in the year 2024, is expected to reach US$3.2 Billion by 2030, growing at a CAGR of 11.3% over the analysis period 2024-2030. Solutions, one of the ...

Global Customer Experience Monitoring Market to Reach US$47.1 Billion by 2030 The global market for Customer Experience Monitoring estimated at US$16.9 Billion in the year 2024, is expected to reach US$47.1 Billion by 2030, growing at a CAGR of 18.6% over the analysis period 2024-2030. PC Terminal, ...

Global Customer Success Platforms Market to Reach US$8.9 Billion by 2030 The global market for Customer Success Platforms estimated at US$3.1 Billion in the year 2024, is expected to reach US$8.9 Billion by 2030, growing at a CAGR of 19.0% over the analysis period 2024-2030. Solutions, one of the se ...

This IDC Market Note discusses Zendesk's August 2024 launch of the company's outcome-based pricing model, which charges customers only when Zendesk's AI agents fully resolve inquiries autonomously, emphasizing value and pricing transparency. At the 2025 Relate Conference, Zendesk introduced the Zend ...

This Frost Radar™ examines the Latin American customer experience (CX) management landscape. It includes outsourcing services alone, excluding operations performed in-house and in shared service centers. It encompasses the services delivered in each local market and those from Latin American locatio ...

As investment and attention shifts towards GenAI, companies of all types must evaluate potential opportunities associated with this technology. Given its ability to go a step further than AI to create something new, it is viewed as being incredibly powerful. This report explores opportunities and ch ...

Open source customer relationship management (CRM) refers to CRM software that is available freely and with source code that can be modified. Traditionally, CRMs have been proprietary and expensive for many organizations. However, open source CRMs provide a cost-effective alternative for managing re ...

The AI agents market is projected to grow from USD 5.1 billion in 2024 to USD 47.1 billion in 2030, with a CAGR of 44.8% during 2024–2030. The AI agent market has been growing rapidly. Impacting various sectors and business operations, the changes are prompted by several key factors. Companies are g ...

The AI for customer service market is projected to grow from USD 12.06 billion in 2024 to USD 47.82 billion by 2030, at a compound annual growth rate (CAGR) of 25.8% during the forecast period. AI-powered chatbots and virtual assistants are transforming customer service by providing efficient, perso ...

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 ...