This Frost Radar™ examines the European customer experience management (CXM) outsourcing landscape. CXM is a subset of the much broader business process outsourcing industry. Usually, it is a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplishing it in-house. Services can range from handling customer interactions or complex, back-office processes to managing the relationship between consumers and brands throughout the customer lifecycle. Suppliers specialize in dealing with high volumes of inbound and outbound interactions for customer care, retention, and acquisition; help desk; technical support; collections; and telemarketing/telesales for business clients.

• How can you gain a competitive edge over top CXM companies by aligning your growth strategies?
  
• How can your company develop new products/services/solutions with a clear understanding of disruptive megatrends?
  
• What are the transformational opportunities influencing the growth potential of the CXM outsourcing landscape in Europe?