Search results for: 'Channel Profitability Study'

Frost & Sullivan's 2026 IT decision-maker (ITDM) survey was conducted to gain insights into the following end-user organizations' priorities: - Current use of communications platform as a service (CPaaS) and open communications application programming interfaces (APIs), and adoption plans through 2029 - The use cases and expected outcomes that dr...

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...

Social media analytics is the process of evaluating and examining data about conversations on social media platforms to understand customer preferences and gain competitive intelligence. Social media analytics can be predictive, prescriptive, or descriptive and help businesses understand different parts of a problem, thereby enabling them to tackle...

To deliver excellent customer experience, organizations require a single view of customers across all touchpoints, which they can achieve through customer relationship management (CRM) solutions. Businesses aim to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing, and loyalty...

Over the course of the projection period, the market for CX management is expected to expand. This is mostly due to two factors: 1) the growing recognition of CX as a potent tool for competitive advantage, and 2) the increasing motivation for businesses to outsource their CX activities. This market is poised for disruption due to the emergence o...

The pandemic has been an essential influence for the increase in digital marketing among B-to-B and B-to-C companies. There has been an explosion in advertising on over-the-top (OTT) channels. Companies are embracing organic social media interactions and focusing on the omnichannel approach to the customer journey. With so many people on digital pl...

When COVID-19 lockdowns in early 2020 forced businesses to close physical locations, demand for digital options soared as employees shifted to working from home and customers sought alternative means of interaction. Banking, financial services, and insurance (BFSI) organizations made major changes to their processes and technology to address the in...

The BFSI sector is in a disruptive state as customer needs and technologies rapidly evolve. Uncertain economic conditions make financial decisions more volatile. When interest rates drop, consumers have more buying power. In the BFSI industry, this impacts growth in consumer spending for big-ticket items, such as houses and cars, often requiring lo...

The BFSI sector is in a disruptive state as customer needs and technologies rapidly evolve. Uncertain economic conditions make financial decisions more volatile. According the Frost & Sullivan’s Global 360o Research Team, “Global headline inflation will fall from 6.9% in 2023 to 5.8% in 2024, while core inflation will persist. Advanced economies wi...