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The customer experience (CX) automation market has reached an inflection point. Legacy interactive voice response systems and rule-based chatbots, designed to route and deflect rather than understand and resolve, are being displaced by a new generation of intelligent virtual agents (IVAs) capable of comprehending intent, maintaining context across ...

The aim of this study is to research, analyze, and forecast the usage-based insurance (UBI) market for the European automotive industry. Currently, the specific focus is on understanding driving behavior and offers made by insurance companies. In some cases, a two-tier discount structure is present in which the first level is based on mileage and t...

Maintaining global competitiveness is a complex pursuit for enterprises across industry verticals. Intensifying competition in the business-to-consumer space, with decreasing customer loyalty and higher customer expectations, is proving to be a challenge for product and service providers. This market insight examines the emerging trends in the omni...

This Frost Radar™ examining the Latin American customer experience (CX) management landscape includes outsourcing services delivered in each local market and those from Latin American locations to countries overseas. CX management, a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplishing...

15 Jun 2021  |  North America  |  Market Research

US Automotive Usage-based Insurance Growth Opportunities

Transformational Growth Enabled by Connected Data Ecosystems Drives New Insurance Models

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For decades, automotive insurers have based underwriting on historical driver data and demographics. Drivers were forced to settle for one-size-fits-all policies that did not take into account their driving habits or miles driven. This began to change with the emergence of real-time tracking of vehicle and driver behavior with vehicle telematics. T...

The demand for chips has experienced exponential growth in recent decades. Presently, the importance of these key hardware components is even higher due to increasing workload demands from innovations like generative artificial intelligence (AI) and machine learning (ML), which are also driving up energy consumption and costs. However, pandemic-ind...

HUMAN Security provides a robust, technology-driven solution for fraud detection and prevention (FDP), securing digital interactions across accounts, applications, and advertising. By analyzing signals from trillions of interactions and billions of devices, HUMAN Security offers advanced capabilities in bot management, account protection, and fraud...

Highly proactive and engaging interactions create positive experiences. The COVID-19 pandemic has placed even more emphasis on these interactions, as customers expect organizations to be empathetic when responding to queries and providing resolutions in an efficient manner. However, lockdowns and other physical restrictions have established the cha...

In this first Customer Experience Management report for Malaysias Retail Banking industry, Frost & Sullivan explores the relationship of the experiences provided by banks for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, thr...