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  1. 04 Jul 2024  |  Europe  |  Frost Radar

    Frost Radar : EMEA Cloud Contact Centers, 2024

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

    This Frost Radar reveals the contact center-as-a-service (CCaaS) industry leaders using their Growth and Innovation scores as highlighted in the Frost Radar methodology. 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 ...

  2. 02 Jul 2024  |  Global  |  Market Research

    Sustainability in the Metaverse, Forecast to 2029

    Sustainable Development of Metaverse Technologies Creates New Growth Opportunities

    Frost & Sullivan defines the metaverse as a network of persistent 3D worlds and simulations in which end users possess a sense of social presence and spatial awareness and can participate in an extensive virtual economy. The central concept of the metaverse is straightforward but intriguing: A persistent 3D world in which an infinite number of peop...

  3. 27 Jun 2024  |  Global  |  Market Research

    Knowledge Management Growth Opportunities

    Improving Knowledge Management as a Top Business Priority to Unlock Future Growth Potential

    Knowledge management (KM) is a mature technology applicable to all businesses and used in every type of enterprise and industry vertical. Though KM initially meant content management, it now enables the creation, publication, and management of data and information from an infinite number of sources, such as documents, video, databases, call logs, s...

  4. 24 Jun 2024  |  Global  |  Market Research

    Security: The Key to Customer Experience Excellence

    Robust Security Measures Needed to Build Customer Trust and Loyalty

    Organizations recognize the importance of customer experience (CX) but face difficulty in service delivery. Striving for excellence in CX is a strategic component of every organization s sustained business growth as they realize the significance of delivering superior CX as a competitive differentiator. Delivering good CX is complex, with customers...

  5. 12 Jun 2024  |  Global  |  Market Research

    Growth Opportunities in Customer Experience Management Services, Asia-Pacific, 2024

    Employee Experience and Disruptive Digital Technologies Drive Customer Experience Investments

    The customer experience (CX) industry is being reshaped by changing operational models and technological innovations. On-premises legacy contact center systems and solutions cannot keep up with evolving customer needs and advances in technology. Customers in the digital era expect highly personalized and continued customer service across their pref...

  6. 10 Jun 2024  |  Global  |  Market Research

    Important Foundational Lessons and Growth Opportunities for Improving Customer Experience

    Key Takeaways From the 20th Annual Frost & Sullivan Customer Contact East Executive MindXchange

    The Frost & Sullivan Customer Contact East Executive MindXchange event revealed an evolving customer experience (CX) landscape in which a back-to-basics theme emerged. While the rate of change is accelerating, thanks in large part to technology innovation designed to meet the challenge of growing customer engagements, contact center thought leaders...

  7. 06 Jun 2024  |  Global  |  Market Research

    Customer Experience Management Growth Opportunities in Latin America, 2024

    A Closer Look into the Regional Market's Evolution

    This analysis of shifts in the customer experience management (CXM) industry in Latin America resulting from technological advances and customer expectations examines how politics, the economy, and the introduction of digital technologies into the customer journey have affected the industry. The focus will be on the evolution of CXM companies as ho...

  8. 30 May 2024  |  Global  |  Market Research

    AI: Global Megatrends and Ecosystem Growth Opportunities

    AI Advancements are Driving Transformative Growth Opportunities

    AI has moved from being a standalone technology to a core building block that drives global business growth. Advancements in key AI technologies, such as machine learning, deep learning, natural language processing (NLP), and computer vision, are happening at an exponential pace, constantly unlocking new capabilities and applications. AI adoptio...

  9. 29 May 2024  |  Global  |  Customer Research

    Sidestepping Mercurial Economic Headwinds to Innovate in the North American Retail Contact Center Sector

    Contact Center Growth Opportunities in North American Retail

    Along with healthcare, retail was one of the industries most impacted by the COVID-19 pandemic, which forced rapid change and innovation because retail goods and services are often necessities in peoples lives, not nice-to-haves as seen in the travel and hospitality sectors, for example. In some of these verticals, customers slowed down or stopped...

  10. 23 May 2024  |  Global  |  Customer Research

    CX Growth Opportunities in the Healthcare Industry 2024 to 2025

    Customer Perspectives

    Digital health has maintained a consistent growth trajectory and continues to address the multi-faceted challenges that plague the industry. The primary focus is investing in technology that helps organizations move toward the Quintuple Aim of the healthcare framework, which includes improving population health, enhancing patient experience, loweri...