Search results for: 'experiment'

This Market Insight will explore how large Business Process Outsourcers (BPOs) have created company cultures that have become a driver for customer experience (CX) excellence across global markets. Much more than a company call for donating to a favorite charity, it’s about employee volunteerism, feeding children, caring for the environment, day c...

14 Jun 2022  |  Global  |  Megatrends

Global Frictionless Commerce Growth Opportunities

Enhancing Customer Experience through the Convergence of Physical and Digital Retail

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The retail industry is undergoing a transformational shift wherein physical and digital customer experiences are converging. Retailers want to leverage digital tools that will help them derive contextual, behavioral, and location-based information to create unique and engaging customer experiences. Digitalized eCommerce platforms will enable fricti...

The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...

This research service examines the European Contact Center as a Service (CCaaS) market. The market comprises full suite hosted interactive voice response (IVR), omnichannel customer experience analytics, reporting insights, customer self-service capabilities, automatic call distribution (ACD), chat, outbound, and agent performance optimization (APO...

This study focuses on the extended reality (XR) platform market and its evolution in the retail space. XR encompasses immersive technologies like VR (virtual reality), AR (augmented reality), and MR (mixed reality). Retail includes brick-and-mortar stores, e-commerce platforms, and omnichannel retailers. In retail, XR has been transforming the ...

The Asia-Pacific enterprise video conferencing market is witnessing increasing demand, driven by a focus on simplification and lower prices. End users are seeking an enhanced meeting experience, which is also driving the innovation of video collaboration products. The study sheds light on the competitive dynamic and provides market share analysis. ...

Reducing video rebuffering can be difficult. Going multi-CDN can provide several benefits for customers, such as better geographic coverage and, possibly, better economics. Adding live switching logic between the CDNs goes a step further and enables load balancing and redundancy in case of problems. Different layers of redundancy and different leve...

Frost & Sullivan's annual survey of contact center solution decision-makers revealed that employee engagement is a top priority for contact center organizations in 2023. Organizations with more employee engagement initiatives benefit from higher employee satisfaction (eNPS) levels and lower attrition. Those with more solutions that support employee...

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...