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The customer experience (CX) management market is projected to grow steadily throughout the forecast period. This expansion is primarily driven by 2 key factors: (1) the increasing recognition of CX as a strategic differentiator, and (2) the rising trend among businesses to outsource their CX operations.Generative AI is set to be a major disruptor ...

Frost & Sullivan hosted a number of top-end-user companies across various industries, including retail, finance, healthcare, and automotive, as well as solution providers and consulting thought leaders. The audience was consistently engaged in highly energized discussions, sharing challenges and best practices to enhance their contact centers and a...

03 Feb 2021  |  Europe  |  Market Research

AI-powered Chatbots Boosting the European CX Management Market, 2020

Chatbots Enhance the Customer Experience and Give Businesses Extraordinary Scaling Opportunities

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The chatbots market is one of the fastest-growing in the ICT industry. There are several effective uses for chatbots. Businesses are applying them, in particular, to enhance their customer services and improve customer experience (CX). Chatbots are deployed across different channels, including web chat, SMS, social media, mobile chat apps, among ot...

The global CCaaS market generated revenue of $4.99 billion in 2021, a 21.6% increase from 2020. Frost & Sullivan projects that revenue will increase at a 13.2% compound annual growth rate to reach $9.29 billion by 2026. The North American CCaaS market contributed $3.03 billion of that 2021 amount (representing 14.2% year-over-year growth) and is ex...

17 Dec 2021  |  North America  |  Frost Radar

Frost Radar™: North American Customer Experience Outsourcing Services Market, 2021

A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

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The customer experience (CX) landscape is shifting rapidly. Enterprises across the board are realizing the significance of delivering excellent customer service as a competitive differentiator. Hence, this field is gaining more attention and greater investment priority. The CX outsourcing services market is also becoming much more tech-intensive as...

25 May 2021  |  North America  |  Frost Radar

Frost Radar™: North American Enterprise Cloud Contact Center Market, 2021

A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines

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The global cloud contact center market generated $2.7 billion in 2019, recording 15.4% growth year-over-year from 2018. Revenue will increase at a 15.3% compound annual growth rate to reach $7.4 billion by 2026. Small and medium-sized contact centers have been steadily migrating to cloud-based technologies; the expansion of hybrid cloud offerings a...

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 that can enhance their customer experience (CX) ca...

The CX landscape is changing rapidly. Brands are realizing the importance of delivering excellent customer service as a competitive differentiator. Hence, the domain is gaining more attention and greater investment priority. The market is also becoming much more tech-intensive as emerging tools can create a seamless and an effortless CX while also ...

The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying size that offer solutions to companies and organization across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, educ...