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The global Contact Center Solutions market achieved solid growth in 2024, 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 expectations by deliveri...

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 top digital transformation drivers for retailers over the next two years will be to improve customer experience (CX) and their marketing capabilities. Retailers will also leverage digital technologies to manage their supply chains and improve their operational efficiency. Internet of Things (IoT), augmented reality (AR), and artificial intellig...

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...

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...

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...

Frost & Sullivan’s June 2022 study, Sustainability and Circularity Matters—Contact Center Growth Opportunities Under the ESG Umbrella (K747-76), focused on CC service providers’ sustainability efforts as low-hanging fruit for progress in the broader ESG area. This analysis serves as a broader update to the June 2022 study. Some industries, includi...

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...

Frost & Sullivan defines workforce optimization (WFO) as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize resources. WFO is an important segment of the contact center industry because it drives performance, agent engagement, and an improv...