Search results for: 'pace 01'

Growth rates for the European customer experience (CX) outsourcing market have declined from the double-digit pace of 2020 and 2021, partly due to economic headwinds such as rising interest rates and fluctuating exchange rates. Moderate growth is expected between 2023 and 2025, with a recovery expected to start in 2026. The introduction of generati...

This study provides forecasts for the Asia Pacific (APAC) customer experience (CX) management market from 2023 to 2030. CX has become a prominent competitive differentiator in the digital age as customers increasingly expect memorable experiences that make them feel valued and appreciated. Organizations that understand customer sentiment and future...

Gamification is the use of game thinking and mechanics in real-life contexts to solve real-life problems. It is applied to non-game applications to encourage people for better engagement and adoption of processes. Gamification helps users to focus on completion of certain tasks, which are usually considered boring (filling out survey forms, shoppi...

This market analysis research provides market sizing and forecasts for premises-based contact centre systems at a global level. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides market forecasts by product segme...

This market analysis research provides global market sizing and forecasts for premises-based contact center systems. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides global market sizing and forecasts by produc...

02 Feb 2021  |  Global  |  Market Research

2021 Predictions— COVID-19 Accelerates CX Investments

Growth Opportunities Revealed by End Customers

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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, ...

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...

Frost & Sullivan Global Vice President Alpa Shah recently hosted a video webinar with an exceptional panel to discuss how customer experience (CX) is essential to every business. However, budgets and costs still get in the way. The panel included Richa Diwan, Director, Transformation Management Office, Blue Cross Blue Shield of North Carolina; Milo...

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...