Frost Radar™: Customer Experience Management in Europe, 2024

This Frost Radar™ reveals the positions of the key companies in the European customer experience management (CXM) industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles on each of the companies in the Frost Radar™ based on their strengths, opportunities, and market position. Frost & Sullivan analyzes hundreds of companies in an industry and benchmarks them across 10 criteria on the Frost Radar™, where only a limited number of leading providers are then positioned.

The Growth Index is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end- user-focused sales and marketing strategies. The five variables considered for this index are:

-- GI1: Market Share (previous 3 years)
-- GI2: Revenue Growth (previous 3 years)
-- GI3: Growth Pipeline
-- GI4: Vision and Strategy
-- GI5: Sales and Marketing

The Innovation Index is a measure of a company’s ability to develop products/services/solutions with a clear understanding of disruptive megatrends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers’ changing needs. Elements of this index include:

-- II1: Innovation Scalability
-- II2: Research and Development
-- II3: Product Portfolio
-- II4: Megatrends Leverage
-- II5: Customer Alignment Definitions

This study examines the European CXM industry. It shows data for outsourcing services alone, excluding operations performed in-house and in shared service centers. Revenue represents outsourcer revenue associated with customer interactions that originate in continental Europe, regardless of fulfillment model. This includes onshore, nearshore, offshore, home-agent, automated, and technology-enabled fulfillment.

This study examines the European CXM industry. It shows data for outsourcing services alone, excluding operations performed in-house and in shared service centers. Revenue represents outsourcer revenue associated with customer interactions that originate in continental Europe, regardless of fulfillment model. This includes onshore, nearshore, offshore, home-agent, automated, and technology-enabled fulfillment.

Inclusion Criteria

While Frost & Sullivan research on this industry includes close to 250 service providers, this Frost Radar™ profiles the 17 more significant participants in terms of market reach, user adoption, growth rates, product innovation, and CX. Frost & Sullivan also considered several other factors, including:

-- Local market presence and brand awareness. A company must demonstrate that it regularly sells and operates CX services. Brand awareness through comprehensive, consistent marketing programs is important, and assists in developing strong partnership opportunities for sales and product integrations.
-- Total revenue. Exhibit annual revenue of at least €200 million in sales for European clients, regardless of the fulfillment region.
-- Local clients. Demonstrate it had a minimum of 25 active Europe-based clients in several industry verticals.
-- Innovation initiatives. Participants must prove that they have several product development endeavors and that they are having a significant impact in the marketplace.
-- Ethical considerations. Participants must adhere to several environmental, social, and governance (ESG) standards.

Some companies included in this Frost Radar™ engaged with the Frost & Sullivan research team by providing both written commentary and a live briefing (Atento, Bosch Service Solutions, Foundever, Infosys BPM, Intelcia, Konecta, Teleperformance, and Transcom). Some chose not to actively participate (AlmavivA, Capita, Concentrix, Covisian, Firstsource, and Regiocom), while others only provided partial collaboration (Mplus, Tech Mahindra, and TELUS International).