Search results for: 'plan 46'

The COVID-19 pandemic accelerated the move to digital channels, the cloud, and self-service customer care so financial companies could take advantage of new technologies to keep businesses running sans a staff yet maintain a satisfactory level of customer experience (CX). BFSI companies are focusing on improving digital experiences such as digital ...

The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment across industries and to understand purchase trends. It also investigates the factors that influence product selection. Decision-makers and purchase decision influencers of contact centers wer...

The top digital transformation drivers for retailers over the next two years will be to improve customer experience (CX) and their marketing capabilities. Retailers will also leverage digital technologies to manage their supply chains and improve their operational efficiency. Internet of Things (IoT), augmented reality (AR), and artificial intellig...

New analysis from Frost & Sullivan's Digital Transformation program presents some of the customer experience trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the customer experience. The study focuses on those growth insights that are the most relevant for 2020-2023 in North America, and highlights the tre...

02 Feb 2021  |  Global  |  Market Research

2021 Predictions— COVID-19 Accelerates CX Investments

Growth Opportunities Revealed by End Customers

Infographics

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The COVID-19 pandemic wreaked havoc in 2020 and continues to harm people, businesses, and economies. Accelerated vaccine deployment, a strong rebound in consumer demand, faster services sector recovery could enable full GDP recovery by mid-2021 (optimistic scenario). Full recovery will be pushed out beyond 2021 in case of multiple fresh outbreaks, ...

Frost & Sullivan surveyed 661 IT decision-makers around the globe to IT/Communications to gain a deeper understanding of the impact of COVID-19 and their plans to exceed CX expectations as the world recovers from the pandemic. COVID-19 accelerated the move towards self-service, allowing many companies to invest in technology that deflects calls...

New analysis from Frost & Sullivan's Information & Communication Technologies program presents some of the trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the customer experience in the next few years, and includes insights for selected industries, business models, and technology areas, including: • ...

This Frost & Sullivan Market Insight presents a broad overview of Business Process Outsourcing (BPO) market demand for English proficiency for call volumes originating from the United States. It highlights the key industry trends. In preparing this report, Frost & Sullivan conducted interviews with executives from the following companies: Alorica,...

Healthcare is at a crossroads. Rising costs, workforce shortages, clinician burnout, and growing patient expectations are converging to create unprecedented challenges—and opportunities. This report, Navigating Customer Experience Trends in Healthcare, is your roadmap to understanding how contact centers and CX strategies are evolving to meet these...