Why It's Time to Rethink Customer Lifecycle Management?
The explosion of digital platforms, from messaging apps and social media to mobile conferencing and chatbots, has transformed how customers engage with brands. These interactions now happen at unprecedented volumes and speeds. But the task of managing such complex, omnichannel relationships is turning into a bigger challenge. As a result, the demand for CX management outsourcing is accelerating across industries. This means that for providers, it's no longer just about handling calls—it’s about orchestrating entire customer journeys, integrating AI, and delivering value that goes well beyond cost savings.
How can industry incumbents adapt?
To stay competitive and future-proof growth, CX management companies feel the pressure of focusing on the following strategies:
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Automating front and back-end operations with AI-first CX processes and services.
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Developing outcome-based value propositions and business models for better risk sharing.
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Enhancing agent productivity with generative AI (GenAI) and agentic AI.
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Building a global ecosystem of partners and multi-disciplinary experts for onshore, offshore, and nearshore services.
Which best practices and growth opportunities will equip your teams to deliver best-in-class CX?
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| Decoding The CX Management Landscape | ||
|---|---|---|
| Growth Spotlight | North America | Latin America |
| CAGR (2023–2029) | 0.20% | 1.80% |
| Provider Ecosystem | Fragmented across 500+ organizations | Fragmented across 200+ organizations |
| Companies to Action | 22 | 19 |
What Makes the Frost Radar™ an Optimal Tool for Your Organization?
As companies prioritize holistic CX solutions on their digital transformation journeys, the CX management landscape within the business process outsourcing (BPO) space is expanding. With an ever-growing pool of vendors, competitive benchmarking becomes essential for both customers and enterprises. This process allows organizations to assess the unique capabilities and gaps across various CX offerings — empowering them to make informed decisions and choose partners that align with their specific business objectives and operational needs.
Analyzing innovation initiatives in North and Latin America, these 2 Frost Radars™ offer a comprehensive evaluation of over 30 CX management innovators, using a blend of 10 qualitative and quantitative metrics.
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Companies to action featured on these 2 Frost Radarsare™: Concentrix, TP, TaskUs, Foundever, Konecta, Atento, TELUS Digital, and more.
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These leaders stand out from others by delivering omnichannel solutions, vertical-specific value propositions, integrated security, and best-in-class technology orchestration.
Download now for detailed intelligence on these companies, spanning competitive strategies, best practices, growth/innovation metrices, and technology differentiators.
Sign up for a complimentary Growth Pipeline Dialog™
A Growth Pipeline Dialog is a structured discussion with our growth experts providing unparalleled technology intelligence and proven implementation best practices. This discussion will spark innovative thinking and help generate a pipeline of growth opportunities you can leverage to maximize your company’s future growth potential.
Upon completing the dialog session, you will receive a $1,000 honorarium* as a token of our appreciation, which can be used towards the purchase of our products and services on store.frost.com.
*$1,000 honorarium is subject to eligibility
