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In a customer survey of 1,210 IT and telecom decision-makers around the world and across verticals (with 58% of respondents in a senior management position), improving customer experience is ranked as the top business objective in 2022, followed closely by improving brand equity. Companies recognize that maintaining brand loyalty becomes increasing...

The retail industry had undergone significant change in the past decade, witnessed by the shift from in-store to online shopping and digital engagement. Digital customer care rapidly expanded with new channels on the web, mobile apps, and social media, and older channels, such as chat and interactive voice response (IVR), embellished with new tech...

Traditionally, the focal point of customer experience (CX) has been the contact center, but today’s contact center extends outwards across many channels, both digital and in-person. This has never been truer, as traditional brick-and-mortar establishments have been complemented by digital counterparts in the form of eCommerce and digital self-servi...

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...

08 Jan 2021  |  Europe  |  Market Research

Enhancing European Customer Experience with Artificial Intelligence

AI Technologies Offer New Opportunities to Nurture Relationships and Enhance Customer Contact Effectiveness

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This study focuses on how AI is making inroads into the customer experience (CX) space. After shifting from on-premises solutions to cloud-based services, the industry is embracing AI and integrating it into various CX-related use cases and solutions. Chatbots, voicebots, behavioral applications, biometrics, cybersecurity, speech recognition, machi...

26 Mar 2021  |  Global  |  Market Research

Maintaining Brand Loyalty as Digital Channels Thrive Amidst the COVID-19 Pandemic

CX-driven Innovative Solutions Create New Growth Opportunities

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Connecting with customers has become challenging with the vast number of purchasing options at their fingertips. Digital experiences such as shopping online, searching web portals for deals, checking out customer review sites, and using mobile loyalty apps are just a few digital experiences that are commonly used and enjoyed today. They can help bu...

The retail market for customer care offers significant growth opportunities. Despite being one of the most challenged markets at the start of the COVID-19 pandemic, the disruption created many silver linings, such as significantly reducing the competitive inertia many industries had in contact center innovation. Beyond navigating issues such as co...

As technology adoption has skyrocketed, it has vastly changed the way that consumers engage with businesses across the industries, but never more than in the retail sector. Online shopping, web portals for deals and discounts, review sites allowing consumers to review, compare, praise and complain, and mobile loyalty apps are just a few of the chan...

07 Sep 2020  |  Europe  |  Market Research

Contact Center as a Service (CCaaS) Solutions Energize the European Customer Experience Space, 2020

CCaaS Solutions Inject Agility into the Customer Journey and Enable Organizations to Pivot and Recover from Disruption

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Key Issues Addressed

This study examines the cloud-based contact center (CC) solutions market in Europe. In the past, Frost & Sullivan has done combined studies for contact center on-premise solutions, hosted, and cloud solution markets. However, this year the studies are separated. This study is based on extensive primary and secondary research. This study finds tha...