Frost Radar™: Customer Experience Outsourcing Services Market in Latin America, 2020
Published on: 09-Feb-2021 | SKU: IT04280-LA-MR_25235

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Customer experience (CX) is becoming the primary factor impacting customer loyalty and the key differentiator deciding a business’ fate. Demand for outsourced CX services is growing steadily in today’s consumer-centric marketplace as customers demand more personalized, relevant, proactive, and engaging experiences. A superior end-to-end CX journey builds loyalty and provides upselling opportunities.

The LATAM CXO services market was significantly hit by the pandemic in 2020. However, the negative impact was not as significant as in other economic sectors. Some positive trends were accelerated, bringing renewed business prospects. Social distancing regulations across the region did not allow consumers to visit shopping malls and physical stores, thus leaving the remote connection as the only way to engage with brands. This situation generated significant growth opportunities for many CX and BPO vendors and elevated the status of the CXSPs in the economy. Moreover, as people spent more time isolated in their homes, they yearned for human connection and reached out more often to brands to speak with human agents.

While Frost & Sullivan research on this market includes close to 100 SPs, this Frost Radar™ profile the 13 more significant players in terms of market reach, user adoption, growth rates, product innovation and customer experience. The analysis is based on a set of 10 criteria, as follows:

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.
•     GI1: Market Share (previous 3 years)
•     GI2: Revenue Growth (previous 3 years)
•     GI3: Growth Pipeline
•     GI4: Vision and Strategy
•     GI5: Sales and Marketing

Innovation index (II) is a measure of a company’s ability to develop products/services/solutions that are developed with a clear understanding of disruptive Mega Trends, are globally applicable, are able to evolve and expand to serve multiple markets, and are aligned to customers’ changing needs. Key elements of this index include:
II1: Innovation Scalability
II2: Research and Development
II3: Product Portfolio
II4: Megatrends Leverage
II5: Customer Alignment

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: Sebastian Menutti

Strategic Imperative

Strategic Imperative (continued)

Strategic Imperative (continued)

Impact of COVID-19

Impact of COVID-19 (continued)

Growth Environment

Frost Radar™: Customer Experience Outsourcing Services Market in Latin America, 2020

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment—Shifting Innovation Frontier

Frost Radar™: Competitive Environment—Key Growth Strategies

AeC

Algar Tech

AlmavivA

Alorica

Atento

Comdata

Flex

Neobpo

OneLink BPO

Sitel

SYKES

Teleperformance

TTEC

Strategic Insights

Strategic Insights (continued)

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

Legal Disclaimer

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.

Have questions about this research or need deeper insights?
Speak directly with our analytics experts for tailored recommendations.
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A tailored session with you where we identify the:
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  • Growth Opportunities
  • Best Practices
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Impacting your company's future growth potential.

Customer experience (CX) is becoming the primary factor impacting customer loyalty and the key differentiator deciding a business’ fate. Demand for outsourced CX services is growing steadily in today’s consumer-centric marketplace as customers demand more personalized, relevant, proactive, and engaging experiences. A superior end-to-end CX journey builds loyalty and provides upselling opportunities. The LATAM CXO services market was significantly hit by the pandemic in 2020. However, the negative impact was not as significant as in other economic sectors. Some positive trends were accelerated, bringing renewed business prospects. Social distancing regulations across the region did not allow consumers to visit shopping malls and physical stores, thus leaving the remote connection as the only way to engage with brands. This situation generated significant growth opportunities for many CX and BPO vendors and elevated the status of the CXSPs in the economy. Moreover, as people spent more time isolated in their homes, they yearned for human connection and reached out more often to brands to speak with human agents. While Frost & Sullivan research on this market includes close to 100 SPs, this Frost Radar™ profile the 13 more significant players in terms of market reach, user adoption, growth rates, product innovation and customer experience. The analysis is based on a set of 10 criteria, as follows: 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. • GI1: Market Share (previous 3 years) • GI2: Revenue Growth (previous 3 years) • GI3: Growth Pipeline • GI4: Vision and Strategy • GI5: Sales and Marketing Innovation index (II) is a measure of a company’s ability to develop products/services/solutions that are developed with a clear understanding of disruptive Mega Trends, are globally applicable, are able to evolve and expand to serve multiple markets, and are aligned to customers’ changing needs. Key elements of this index include: II1: Innovation Scalability II2: Research and Development II3: Product Portfolio II4: Megatrends Leverage II5: Customer Alignment 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: Sebastian Menutti
More Information
Deliverable Type Frost Radar
No Index No
Podcast No
Author Sebastian Menutti
Industries Information Technology
WIP Number K514-01-00-00-00
Is Prebook No
GPS Codes 9705-C1,99DF-C1,9A5B-C1,9661

Frost Radar™: Customer Experience Outsourcing Services Market in Latin America, 2020

Information TechnologyFrost Radar™: Customer Experience Outsourcing Services Market in Latin America, 2020

A Benchmarking System to Spark Companies to Action—Innovation That Fuels New Deal Flow and Growth Pipelines

RELEASE DATE
09-Feb-2021
REGION
Latin America
Deliverable Type
Frost Radar
Research Code: K514-01-00-00-00
SKU: IT04280-LA-MR_25235
AvailableYesPDF Download
$4,950.00
In stock
SKU
IT04280-LA-MR_25235