Industries

2020 was a disruptive year for the entire world and for the CX & CC landscape. The COVID-19 pandemic has pushed every contact center in the region to embrace the work-at-home-agent (WAHA) modality and move their employees out of their offices to their homes (65.3% of the outsourced agents in CALA were working remotely by the end of May 2020). Due t...

07 May 2021  |  Asia Pacific  |  Market Research

Customer Experience Management Study—Malaysian Telecommunications Sector 2021

Benchmarking Industry Excellence in Delivering a Superior Customer Experience

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Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. In this study, Frost & Sullivan examines customer experience in the telecommunications sector in Malaysia, with a focus on the critical factors that influence customer behavior through...

07 May 2021  |  Asia Pacific  |  Customer Research

Customer Experience Management Study—Malaysian Banking Sector 2021

Benchmarking Industry Excellence in Delivering a Superior Customer Experience

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Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across any and all functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retai...

Traditional inspection approaches for solar and wind farms require are labor intensive and time-consuming techniques. The experts have to be dispatched to the fields, capture the photos, and perform the inspection tasks. In some cases, the image may not be complete and clear as needed, which causes difficulties for further diagnosis and damages ana...

30 Apr 2021  |  North America  |  Market Research

Sentiment Analysis Tools are Redefining the Global Voice of the Customer (VoC) Market

Sentiment Analysis Enhances Business Intelligence and Opens Up Extraordinary Opportunities to Improve the Customer Experience

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Well-established businesses receive massive amounts of feedback every day, and this is obtained through eCommerce platforms, customer support calls, emails, social media platforms, bots, and chats. This presents companies with a substantial opportunity to collect large amounts of customer data and enhance market intelligence. Voice of the custome...

27 Apr 2021  |  Global  |  Frost Radar

Frost Radar™: Global Email Security Market, 2020

A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

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The Frost & Sullivan report analyzes the global market for Email security and presents this in the Frost Radar™. This measures growth rates in addition to absolute revenues and combines them with several other factors to measure companies’ performance along the growth axis. Companies are also measured along an innovation axis. Companies plotted on ...

27 Apr 2021  |  Global  |  Frost Radar

Frost Radar™: Workforce Identity and Access Management, 2021

A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

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As part of Frost & Sullivan’s ongoing research on Cybersecurity, we conducted a deep-dive into the Workforce Identity and Access Management (IAM) market. Frost & Sullivan defines Workforce IAM as a framework that controls and manages employee identities and access as well as policies across IT infrastructures to protect enterprises from unauthorize...

23 Apr 2021  |  Global  |  Market Research

Global Workforce IAM—Disruptive Technologies and Unified Access Solutions Enable Robust Security Postures

Enterprises Benefit from Vendor Focus on Reducing IAM Complexity to Enhance User Experience

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Key Issues Addressed

As part of Frost & Sullivan’s ongoing research on cybersecurity, we conducted a deep-dive analysis of the Workforce Identity and Access Management (IAM) market. Frost & Sullivan defines Workforce IAM as a framework that controls and manages employee identities and access as well as policies across IT infrastructures, to protect enterprises from una...

22 Apr 2021  |    |  Market Research

High Competitive Intensity Observed in Thailand Data Center Colocation Services Market

Government Digital Transformation Initiatives will Boost the Growth Pipeline for Colocation Services in the Coming Years

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Key Issues Addressed

Thailand is one of the emerging data center colocation service markets in Southeast Asia. Despite facing intensifying competition from Singapore and Malaysia, the market in Thailand continues to expand. Growth has been driven primarily by hyperscale cloud vendors, content and digital media, and highly regulated verticals, such as banking, financia...