Industries Market Research Reports

16 Dec 2021  |  Global  |  Customer Research

Impact of Mobile Devices and Apps on Customer Experience (CX)

Customer Perspectives on Excelling in CX in a Mobile World

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With over 90% of customers using smart mobile apps as a customer experience (CX) channel, companies across industries must deliver excellent customer care on mobile devices. They must also ensure that mobile apps are part of their omnichannel strategy. This study gives insights to CX companies on mobile app usage. The pandemic has accelerated ...

The cloud represents the most critical aspect of digital transformation, according to respondents to the 2021 Frost & Sullivan Global Cloud User survey. As such, companies continue to build out their hybrid, multicloud environments to support strategic business goals, such as agility and improved customer experience. In the tenth annual survey of...

The COVID-19 pandemic accelerated the move to digital channels, the cloud, and self-service customer care so financial companies could take advantage of new technologies to keep businesses running sans a staff yet maintain a satisfactory level of customer experience (CX). BFSI companies are focusing on improving digital experiences such as digital ...

The retail industry had undergone significant change in the past decade, witnessed by the shift from in-store to online shopping and digital engagement. Digital customer care rapidly expanded with new channels on the web, mobile apps, and social media, and older channels, such as chat and interactive voice response (IVR), embellished with new tech...

2020 was a year of uncertainty for the US economy. It grappled with a contraction in its output as an economic fallout from the coronavirus pandemic. In addition, the new US administration has signaled tectonic shifts in economic policy, which will influence growth recovery. As the economy stages a strong recovery in 2021—buoyed by large-scale fe...

The Latin American managed software-defined wide area network (SD-WAN) services market is in the nascent phase of the product life cycle, but in the last two years enterprise decision makers in the region have equipped themselves with a much better understanding of the benefits that SD-WAN brings to enterprise WANs. SD-WAN is attracting the attenti...

Healthcare providers are accelerating digitization strategies due to the COVID-19 pandemic. The most successful providers leverage cloud computing to meet business agility, cost savings, innovation, data storage, security, and privacy goals. Frost & Sullivan conducted the 2020 Global Cloud User Survey between August and September 2020 in North A...

In response to the numerous challenges associated with the COVID-19 pandemic, organizations of all sizes underwent a radical adaptation of their business processes and, in some cases, their entire business models, in order to survive. Throughout 2020, innovative companies found clever ways to serve their customers, which required a new set of commu...

Frost & Sullivan surveyed 661 IT decision-makers around the globe to IT/Communications to gain a deeper understanding of the impact of COVID-19 and their plans to exceed CX expectations as the world recovers from the pandemic. COVID-19 accelerated the move towards self-service, allowing many companies to invest in technology that deflects calls...