A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines
15-Apr-2026
Europe
Frost Radar
PLPZ-01-00-00-00
IT_2026_34498
This Frost Radar™ examines the European customer experience (CX) management services landscape, which is a subset of the broader business process outsourcing/management industry. Usually, CX management is a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplishing it in-house. Services can range from handling simple calls to complex business processes, such as technical support and customer self-service through interactive voice response applications or the web. Frost & Sullivan profiles the top 13 providers in this analysis. 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 Innovation Index is a measure of a company’s ability to develop products/services/solutions that are developed 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.
Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.
Author: Sherrel Roche
Capita
Concentrix
Covisian
Firstsource
Foundever®
Infosys BPM
Intelia
Konceta
Mplus
Tech Mahindra
TELUS Digital
TP
Transcom
Best Practices
Growth Opportunities
Significance of Being on the Frost Radar™
Frost Radar™ Empowers the CEO’s Growth Team
Frost Radar™ Empowers Investors
Frost Radar™ Empowers Customers
Frost Radar™ Empowers the Board of Directors
Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform
Growth Index
Growth Index (GI) 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.
-
Market Share (previous 3 years)
This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years. -
Revenue Growth (previous 3 years)
This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost Radar™. -
Growth Pipeline
This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities. -
Vision and Strategy
This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision? -
Sales and Marketing
This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.
Innovation Index
Innovation Index (II) is a measure of a company’s ability to develop products/ services/ solutions (with a clear understanding of disruptive Mega Trends) that are globally applicable, are able to evolve and expand to serve multiple markets and are aligned to customers’ changing needs.
-
INNOVATION SCALABILITY
This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals. -
RESEARCH AND DEVELOPMENT
This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline. -
PRODUCT PORTFOLIO
This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue. -
MEGATRENDS LEVERAGE
This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline. -
CUSTOMER ALIGNMENT
This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.
Significance of Being on the Frost Radar™
Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.
-
GROWTH POTENTIAL
Your organization has significant future growth potential, which makes it a Company to Action. -
BEST PRACTICES
Your organization is well positioned to shape Growth Pipeline™ best practices in your industry. -
COMPETITIVE INTENSITY
Your organization is one of the key drivers of competitive intensity in the growth environment. -
CUSTOMER VALUE
Your organization has demonstrated the ability to significantly enhance its customer value proposition. -
PARTNER POTENTIAL
Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.
Speak directly with our analytics experts for tailored recommendations.
Recent related Contact Centers research
10 Sep 2026 | Global | Market Research
From Risk to Advantage
This analyst insight examines the market forces driving AI adoption in CX management and explains why governance must evolve alongside automation. It outlines the operational and compliance risks of poorly governed AI, identifies the core pillars of effective governance, and provides a practical roa...
09 Sep 2026 | Global | Technology Research
Unified Cloud Control: The Emergence of Intelligent Multi-Cloud Management Platforms, 2026-2030
This report emerges as the evolution of an integrated cloud manipulation management system as complementary technology for employer cloud manipulation management systems to enable businesses to manage increasingly distributed workloads in public, private, hybrid, edge, and sovereign clouds in one ma...
02 Sep 2026 | Global | Market Research
CX Unfiltered: Industry Trends Redefining Customer Obsession
This report examines the transformation of the Customer Experience (CX) Management and Business Process Outsourcing (BPO) industry as artificial intelligence (AI), automation, and evolving enterprise expectations re-shape traditional service delivery models. Drawing on insights from Frost & Sullivan...
03 Aug 2026 | Asia Pacific | Frost Radar
Frost Radar™: Customer Experience Platforms in Asia-Pacific, 2026
Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact centers evolve beyond traditional voice interactions to include digital ...
17 Jul 2026 | Latin America | Frost Radar
Frost Radar™: Customer Experience Platforms in Latin America, 2026
Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized customer experiences. Frost & Sullivan research on this industry includes close ...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.
Author: Sherrel Roche
| Deliverable Type | Frost Radar |
|---|---|
| Industries | Information Technology |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | Europe CX Management Services |
| Keyword 2 | Customer Experience BPO Europe |
| Keyword 3 | Multilingual CX Support |
| Podcast | No |
| Predecessor | KB43-01-00-00-00 |
| WIP Number | PLPZ-01-00-00-00 |