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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 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...

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...

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...

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...

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...

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...

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...