Search results for: 'decis'

One of the most powerful applications of AI technology in CX today is AI-powered analytics. The introduction of AI analytics can supercharge contact center business intelligence, transforming it from a tool that tells a story of the past to an instrument that informs the future. AI analytics enable a range of new capabilities, including:Automated i...

Although artificial intelligence (AI) has been around for decades, and the contact center industry has been leveraging it for years, recent advancements in AI have rapidly accelerated. The latter half of 2024 spouted industry excitement for next-level GenAI - agentic AI, also sometimes called autonomous AI. Agentic AI can act as the glue for orches...

31 Aug 2021  |  Asia Pacific  |  Customer Research

Navigating Digital Transformation Through COVID-19 and Beyond, Asia-Pacific

Businesses Accelerate Digital Transformation Projects and Leverage Flexible Cloud Services to Enable Faster Return to Growth

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This research service provides the data collected through an online survey of 804 IT and telecom decision makers across customer size segments, industries, and world regions. The survey was conducted in November and December 2020 and the following respondents qualified. • IT/telecom decision makers in organizations with more than 10 employees...

29 Aug 2025  |  Global  |  Market Research

The CPaaS Revolution: APIs, AI, and the New Era of Communication

AI-Powered Innovation Creates Differentiation and Boosts Value Propositions

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Frost & Sullivan’s 2025 IT decision-maker (ITDM) survey was conducted to gain insights into the following end-user organizations’ priorities: - Current communications and collaboration technology adoption rates and future adoption plans. - Demand for communications platform as a service (CPaaS) and programmable communications functionality throug...

Along with healthcare, retail was one of the industries most impacted by the COVID-19 pandemic, which forced rapid change and innovation because retail goods and services are often necessities in peoples lives, not nice-to-haves as seen in the travel and hospitality sectors, for example. In some of these verticals, customers slowed down or stopped...

07 May 2021  |  Asia Pacific  |  Customer Research

Customer Experience Management Study—Malaysian Banking Sector 2021

Benchmarking Industry Excellence in Delivering a Superior Customer Experience

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Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across any and all functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retai...

Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retail banks in I...

07 Jul 2021  |  Asia Pacific  |  Market Research

Philippines Retail Banking Customer Experience Management Study 2021

Benchmarking Industry Excellence in Delivering a Superior Customer Experience

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Frost & Sullivan's Customer Experience Management study in the retail banking sector explores customer experience among banking providers in the Philippines, mainly the Philippine National Bank (PNB), BDO Unibank, Bank of the Philippine Islands (BPI), Metrobank, Union Bank, and Landbank. Customer experience is the accumulation of a customer's exper...

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...