The customer experience (CX) management services industry is forecast to grow rapidly, fueled by the recognition of CX as an effective strategy for competitive differentiation and a compelling incentive for businesses to outsource CX operations. CX management services are increasingly vital in building a solid end-to-end customer journey as customer-centricity takes center stage. Organizations across the board realize that superior CX is imperative for industry relevance, bringing greater attention and investment opportunities to CX management services.
Organizations partner with service providers to redesign legacy contact centers and create digitally enabled intelligent customer engagement hubs. CX management services facilitate business continuity, boost operational efficiencies, accelerate innovation, increase responsiveness, expedite time to market, and reduce business risk. The secret to a provider’s success is finding the right blend of people, processes, and technologies to give clients access to dependable and agile transformation capabilities. The Asia-Pacific CX management services industry is fragmented, with global, regional, and local outsourcing service providers vying for opportunity. The industry is characterized by the influx of leading global business process management, traditional IT service and CX management, and pure-play digital service providers. Global players explore growth opportunities by acquiring regional and local service providers or setting up offices in the region. In a field of more than 200 international and local industry participants, including more than a dozen smaller companies either exploring or have recently entered the industry, Frost & Sullivan identified 19 companies as powerhouses for this Frost Radar™ analysis.
Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™, considering their strengths and the opportunities that best fit those strengths.
Customer Experience Management in Asia-Pacific 2024
- Customer Experience Management in Asia-Pacific
Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform
Growth Index
Growth Index (GI) is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user focused sales and marketing strategies.
- Market Share (previous 3 years)
This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years. - Revenue Growth (previous 3 years)
This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost Radar™. - Growth Pipeline
This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities. - Vision and Strategy
This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision? - Sales and Marketing
This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.
Innovation Index
Innovation Index (II) is a measure of a company’s ability to develop products/ services/ solutions (with a clear understanding of disruptive Mega Trends) that are globally applicable, are able to evolve and expand to serve multiple markets and are aligned to customers’ changing needs.
- INNOVATION SCALABILITY
This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals. - RESEARCH AND DEVELOPMENT
This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline. - PRODUCT PORTFOLIO
This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue. - MEGATRENDS LEVERAGE
This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline. - CUSTOMER ALIGNMENT
This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.
Significance of Being on the Frost Radar™
Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.
- GROWTH POTENTIAL
Your organization has significant future growth potential, which makes it a Company to Action. - BEST PRACTICES
Your organization is well positioned to shape Growth Pipeline™ best practices in your industry. - COMPETITIVE INTENSITY
Your organization is one of the key drivers of competitive intensity in the growth environment. - CUSTOMER VALUE
Your organization has demonstrated the ability to significantly enhance its customer value proposition. - PARTNER POTENTIAL
Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.
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Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Frost Radar |
|---|---|
| Author | Sherrel Roche |
| Industries | Information Technology |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | Customer Experience Management Market |
| Keyword 2 | Digital Experience Management |
| Keyword 3 | Customer Experience Strategy |
| Podcast | No |
| WIP Number | PF1C-01-00-00-00 |
Frost Radar™: Customer Experience Management in Asia-Pacific, 2024
A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines
26-Mar-2024
Global
Frost Radar




