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In recent years, businesses have increasingly focused on employee engagement and brand loyalty, rather than customer experience (CX), as the primary drivers of success. However, in the next two years, improving CX has become the top priority again, followed closely by ensuring business continuity and optimizing operational efficiency and productivi...

Frost & Sullivan has identified that the education vertical is ripe for digital transformation and adoption of modern communications and collaboration technologies to improve operational efficiencies, improve instructor performance and enhance students’ experience. COVID-19 unmasked this sector’s lack of preparedness to address the sudden need f...

The information and communications technology (ICT) industry is undergoing an important transformation, evolving from traditional hardware- & software-centric, and communications infrastructure to cloud-based, interconnected digital ecosystems. This shift has been driven by advances in artificial intelligence (AI), mobile computing, big data analyt...

Abstract: The global Customer Experience Platforms market achieved solid growth in 2025, driven by an acceleration of AI-based and advanced capabilities in contact center implementations. As organizations increasingly realize that providing superior CX is fundamental for competitive differentiation, they are responding to growing customer expectati...

The Frost & Sullivan Customer Contact East Executive MindXchange event revealed an evolving customer experience (CX) landscape in which a back-to-basics theme emerged. While the rate of change is accelerating, thanks in large part to technology innovation designed to meet the challenge of growing customer engagements, contact center thought leaders...

Voice of the customer (VoC) refers to user feedback (direct, indirect, or inferred) about a business’s products and services. Capturing and analyzing feedback is known as VoC analysis. VoC analysis enables businesses to gain a deeper understanding of customer preferences and expectations. The insights produced by VoC tools help companies to make de...

This report examines the transformation of the Customer Experience (CX) Management and Business Process Outsourcing (BPO) industry as artificial intelligence (AI), automation, and evolving enterprise expectations re-shape traditional service delivery models. Drawing on insights from Frost & Sullivan analysts Sebastian Menutti, Sherrel Roche, and Kr...

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...

28 Feb 2025  |  Global  |  Market Research

Global Customer Experience Management Services, Forecast to 2029

Market Growth Driven by Advancement in AI-based Technology Solutions

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Striving for excellent Customer experience (CX) is a strategic component of every organization’s sustained business growth as they realize the significance of delivering superior CX as a competitive differentiator. However, majority of the organizations are struggling to deliver efficient and consistent experiences. This is bringing greater attenti...