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This paper will provide the top takeaways from the insightful the 18h Annual Customer Contact West: A Frost & Sullivan Executive MindXchange and showcase some real-life examples of companies that successfully managed the challenges that COVID-19 brought forth and their plans to manage through the economic downturn companies are dealing with today. ...

Post-pandemic, 2022 has triggered a unique set of challenges that are already causing major disruptions to business. As countries are slowly recovering from the pandemic, year 2022 has already caused severe damage to business confidence, ranging from economic slowdown, to the Russo-Ukrainian War, to supply chain disruptions, to talent shortages, to...

Energy is the world’s most dynamic industry in need of change. Electric utilities and power retailers are the backbone of the energy transition as they cope with increasing power demand and changing load patterns driven by electrification. They also enable greenhouse gas reductions by integrating distributed energy resources such as solar rooftops,...

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...

The fraud detection and prevention (FDP) market has grown significantly, driven by the frequency, sophistication, and volume of fraudulent attacks. The increase in digital transactions as well as companies’ digital transformation initiatives have created a large attack surface. Businesses are adopting FDP solutions powered by artificial intelligen...

The retail industry had undergone significant change in the past decade, witnessed by the shift from in-store to online shopping and digital engagement. Digital customer care rapidly expanded with new channels on the web, mobile apps, and social media, and older channels, such as chat and interactive voice response (IVR), embellished with new tech...

Customer experience (CX) management is a subset of the broader business process outsourcing (BPO) industry. It is defined as a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplish it in-house. CX management is an evolving industry, containing large global players and smaller regionally fo...

This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market sizein Mexico and Central America and the Caribbean in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA ...

Frost & Sullivan hosted a number of top-end-user companies across various industries, including retail, finance, healthcare, and automotive, as well as solution providers and consulting thought leaders. The audience was consistently engaged in highly energized discussions, sharing challenges and best practices to enhance their contact centers and a...