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Along with healthcare, retail was one of the industries most impacted by the COVID-19 pandemic, which forced rapid change and innovation because retail goods and services are often necessities in peoples lives, not nice-to-haves as seen in the travel and hospitality sectors, for example. In some of these verticals, customers slowed down or stopped...

Frost & Sullivan’s 2025 IT decision-maker (ITDM) survey was conducted to gain insights on the following end-user organizations’ priorities: - Demand for cloud/mobile private branch exchange (PBX)and unified-communications-as-a-service (UCaaS) functionality - Evolution of enterprise telephony/business call control environments - Demand for mobile...

The US military intelligence (MILINT) analytics industry is undergoing a structural transformation as defense and intelligence agencies transition from platform-centric architectures to AI-native, data-centric, and decision-driven operational models. Intelligence systems are no longer confined to post-processing and retrospective analysis, instead ...

07 May 2021  |  Asia Pacific  |  Customer Research

Customer Experience Management Study—Malaysian Banking Sector 2021

Benchmarking Industry Excellence in Delivering a Superior Customer Experience

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Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across any and all functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retai...

Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retail banks in I...

As digitization progresses across industries, AI is gaining a ubiquitous adoption as more and more business processes are being automated. With this, the expectations from AI in terms of what applications can be realized using AI is also expanding, and thus a more complex set of neural networks have been introduced which are expected to leverage ad...

In May and June 2023, Frost & Sullivan conducted a global survey of network decision makers to understand businesses perceptions, decisions, and purchases regarding network access services. This analysis examines responses from businesses of different sizes across verticals including financial services, healthcare, retail, education, government, t...

Sophisticated surveillance and intelligence gathering is essential in military operations. Technology advancements in drones are enabling enhanced situational awareness and operational efficiency in military operations through a variety of advanced features, including AI-driven autonomous decision-making that allows drones to process large data vol...

There is a growing demand for petrol-powered two-wheelers (P2Ws) in India to fulfill urban mobility and commuting needs. To effectively address consumer requirements and expectations, it is essential to have a clear understanding of buyer profiles and preferences regarding these vehicles. This Frost & Sullivan report aims to capture the voice of th...