Frost Radar™: Australia Customer Experience Outsourcing Services, 2022

Organizations across the board realize the increasing importance of customer experience (CX) in driving business success and delivering an excellent experience as a competitive differentiator. Customers view positive experiences as highly personalized, relevant, and proactive, involving engaging interactions and immediate issue resolution.

Increasingly, Australian organizations realize that providing contextual, proactive, seamless, and personalized experiences is essential for successfully retaining and attracting new customers. Major drivers for CX investments by Australian organizations include delivering omnichannel customer care, automating and streamlining business processes, mitigating cybersecurity threats, developing a best-in-class mobile experience, and managing customer journeys.

The transformational shift in organizational and customer behaviors is leading to the increased adoption of digital technologies. Post-pandemic, organizations continue to accelerate their digital transformation journeys. Organizations are making significant strides in augmenting their CX capabilities, focusing on the human factor and implementing technologies that enable greater agility and growth.

To align well with changing client needs, service providers need to make substantial investments in customer management and communication platforms, data analytics, and artificial intelligence solutions. Service providers that develop the expertise and technical skills to implement these solutions successfully can create a moderate barrier to entry against new entrants.

The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Radar™ methodology. The document presents competitive profiles of each company in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.

Author: Sherrel Roche