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Artificial Intelligence involves the science and engineering of developing intelligent machines
The manufacturing world is at a cusp of a new revolution that will redefine conventional business models
IoT will have a major impact on businesses and consumers in the future
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Our research seeks to connect-the-dots across multiple trends
Personal Robots are Set to Be a $19 Billion Market
Strategic Analysis of BREXIT and its Implications to Industries, Economies and Societies
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The TOEs are a great source of information which gives corporates critical information on companies to action for their strategic investments either as an open source platform or to collaborate and to develop successful products
New Business Models Will Be Key to Meet the Demands of the Digital Customer
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In a world of rapidly changing technologies, providing consistently excellent customer support can be challenging. Consider that companies today are developing a widening assortment of popular technology-driven products and services, as well as adding complexity to existing ones. Technology-enabled goods—such as appliances, automobiles, entertainment products, and home security systems—are growing in functionality and complexity. Many products have the ability to be connected to and managed through the Internet; hence, the Internet of Things (IoT). In addition, a dizzying array of computers, mobile devices, and medical devices require high levels of technical support. Sales, customer care, and support agents in contact centers today are utilizing a much wider arsenal of communication tools, including voice, video, email, IVR, Web chat, file sharing, and social media. Frost & Sullivan believes that traditional, voice-centric call centers are rapidly morphing into omnichannel centers of excellence and relationship hubs.Frost & Sullivan research shows that the new omnichannel consumer wants to have access to all available channels simultaneously, including the retail in-store/in-person experience. Examine, for a minute, how the consumer landscape has changed. Customers are demanding service on the channels they prefer, such as social media sites or mobile devices. This evolution could translate into an enhanced value proposition for clients and consumers. How? In essence, technology platforms and new business models will be key to meeting the complex communication needs of today’s omnichannel consumer. At the same time, younger customers in particular have become more impatient, demanding, and knowledgeable. More and more, millennial consumers insist on omnichannel support: a coherent, seamless customer experience, regardless of the channel through which they engage a business. This can range from face-to-face service to self-service.
This growth insight aims to analyze the top trends involving the future of customer engagement in Latin America. It provides insights from a Frost & Sullivan end-user priorities for customer engagement survey in Latin America to gauge companies' readiness for digital transformation and their priorities.
The insight presents a market overview and drivers and restraints. It provides insights regarding growth opportunities, emerging trends, and key takeaways that will affect market participants.
Key Issues Addressed
Frost Radar™: Customer Experience Outsourcing Services Market in Latin America, 2020
Cloud Solutions Powering the Global Contact Center Applications Market, Forecast to 2026
AI-powered Chatbots Boosting the European CX Management Market, 2020
2021 Predictions— COVID-19 Accelerates CX Investments
North American Knowledge Management (KM) Market View for Customer Care, 2021
Enhancing European Customer Experience with Artificial Intelligence
North America Customer Experience Outsourcing Services, Forecast to 2024
AI-powered Voicebots Turbocharging European Customer Journeys, 2020
Customer Experience Outsourcing Services Market in Southeast Asia Boosted by the Experience Economy
Top Takeaways from Frost & Sullivan’s Customer Contact Virtual
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residential energy storage market
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