An excellent customer experience (CX) is strategic to every organization’s sustained business growth and is overtaking product and pricing as a key brand differentiator. Customers view positive experiences based on highly personalized, relevant, proactive, and engaging interactions. These interactions have become even more relevant during the COVID-19 pandemic as customers expect organizations to be empathetic when responding to queries and quickly providing resolutions. However, delivering exceptional customer service during the pandemic became a huge challenge as lockdowns disrupted organizations’ day-to-day operations.
The complexity of deploying technologies has led organizations to partner with CX outsourcing service providers to redesign their legacy contact centers and create digitally enabled intelligent customer engagement hubs. CX outsourcing services have become a competitive differentiator as they enable business continuity, boost operational efficiencies, accelerate innovation, increase responsiveness, expedite time to market, and reduce business risk.
The Asia-Pacific CX outsourcing services market is fragmented, with global, regional, and local outsourcing service providers vying for opportunity. The market saw an influx of leading global business process outsourcing, traditional IT service and CX outsourcing, and pure-play digital service providers. Global players are exploring growth opportunities by acquiring regional and local service providers or by setting up their own offices in the region. In a field of more than 150 global and local industry participants, including more than a dozen smaller companies that either are exploring the market or have recently entered it, Frost & Sullivan identified 25 companies as the market powerhouses for this Frost Radar™ analysis.
The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles on each of the companies in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.
Author: Krishna Baidya
Strategic Imperative
Strategic Imperative (continued)
Growth Environment
Growth Environment (continued)
Growth Environment (continued)
Frost Radar™
Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services
Frost Radar™: Competitive Environment
Frost Radar™: Competitive Environment (continued)
Alorica
China Customer Relations Center
Concentrix
Everise
Firstsource
Genpact
Hexaware
Hinduja Global Solutions
HKT Teleservices
Infosys BPM
Majorel
PROBE Group
Relia Group
Sitel Group
Startek
Sutherland Global Services
SYKES
Tech Mahindra
Teleperformance
Telus International
Transcom
transcosmos
TTEC
VXI Global Solutions
Webhelp
Strategic Insights
Significance of Being on the Frost Radar™
Frost Radar™ Empowers the CEO’s Growth Team
Frost Radar™ Empowers Investors
Frost Radar™ Empowers Customers
Frost Radar™ Empowers the Board of Directors
Frost Radar™: Benchmarking Future Growth Potential
Frost Radar™: Benchmarking Future Growth Potential
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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.
Speak directly with our analytics experts for tailored recommendations.
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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 |
|---|---|
| No Index | No |
| Podcast | No |
| Predecessor | NA |
| Author | Krishna Baidya |
| Industries | Information Technology |
| WIP Number | K6BB-01-00-00-00 |
| Keyword 1 | APAC CX Outsourcing Market |
| Keyword 2 | Asia-Pacific CX Outsourcing Services Market |
| Keyword 3 | Customer Experience Outsourcing Services Market |
| Is Prebook | No |
| GPS Codes | 9533-C1,9702-C1,9705-C1,9884-C1,9661 |
Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services, 2021
A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines
16-Nov-2021
Asia Pacific
Frost Radar
