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06 Dec 2021  |  North America  |  Customer Research
The Changing State of Retail Customer Care
Growth Opportunities Rise in the Dynamic North American Retail Market
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...
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03 Dec 2021  |  Europe  |  Customer Research
2021 Europe SD-WAN End-user Survey Analysis
European Businesses are Rapidly Deploying SD-WAN due to Benefits such as Optimized IT Resources and Improved Business Productivity
In this report, Frost & Sullivan has presented the key findings of it survey conducted among European enterprises on their preferences for SD-WAN. A survey was conducted among the IT/ Network decision makers across various verticals such as financial services, healthcare, retail, government, technology and manufacturing in the European market. The ...
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01 Nov 2021  |  North America  |  Customer Research
2021 Latin American SD-WAN End-user Survey Analysis
Enterprises Find Crucial Value in Aspects Directly- Related to Business Goals: Resource Optimization, Improved Business Efficiency
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...
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21 Oct 2021  |  Europe  |  Customer Research
Impact of COVID-19 on Healthcare Contact Centers
Acceleration in WAHA, Self-Service & Cloud Investments
The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...
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05 Oct 2021  |  North America  |  Customer Research
Global Customer Perspectives on Contact Center Trends by Country
Impact of COVID-19 on Top Contact Center Markets
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...
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02 Sep 2021  |  North America  |  Customer Research
US SD-WAN End User Survey Analysis, 2021
IT Resource Optimization, Centralized Network Management, and Improved Cloud Connectivity Drive Growing SD-WAN Adoption
The Software-defined Wide Area Network (SD-WAN) has advanced to the growth stage from an early growth phase of the product lifecycle. In Frost & Sullivans 2018 survey, we found that enterprises were aware of the benefits of SD-WAN and prepared for its deployment. Since then, enterprise decision-makers have focused on upgrading network capabilities ...
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31 Aug 2021  |  Asia Pacific  |  Customer Research
Navigating Digital Transformation Through COVID-19 and Beyond, Asia-Pacific
Businesses Accelerate Digital Transformation Projects and Leverage Flexible Cloud Services to Enable Faster Return to Growth
This research service provides the data collected through an online survey of 804 IT and telecom decision makers across customer size segments, industries, and world regions. The survey was conducted in November and December 2020 and the following respondents qualified. • IT/telecom decision makers in organizations with more than 10 employe...
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20 Aug 2021  |  North America  |  Customer Research
Future of In-car Marketplace and Features on Demand—United States, Voice of Customer, 2020
Voice of Customer Study to Assess the Interest and Potential for the In-car Marketplace and Features on Demand
This study seeks to evaluate the current usage of the in-car marketplace and features on demand (FoD) services such as navigation and location-based features, integration and productivity, driving convenience solutions, remote services and maintenance, in-car personalization, entertainment, and performance and driving services in the United States....
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16 Jun 2021  |  Europe  |  Customer Research
Frost & Sullivan Cloud User Survey, European Edition, 2020
Survey Results Indicate the Impact of the Ongoing COVID-19 Pandemic on European Enterprises, their Technology Programs, and their Journey to the Cloud
The 2020 Frost & Sullivan Cloud User Survey (European Edition) reveals the impact of the COVID-19 pandemic on European enterprises priorities and technology investments. Conducted in August 2020, the survey garnered responses from 434 IT and business decision-makers from 4 European countries, namely France, Germany, the United Kingdom, and Spain. ...
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31 May 2021  |  Asia Pacific  |  Customer Research
Indonesian Banking Customer Experience Management Study 2021
Benchmarking Industry Excellence in Delivering a Superior Customer Experience
Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across 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 retail banks in I...
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