This analysis examines the North American CXM landscape. It encompasses revenue associated with customer interactions that originate in the United States or Canada, regardless of the fulfillment model. This includes onshore, nearshore, offshore, home-agent, automated, and technology-enabled fulfillment.

CXM is a subset of the much broader business process outsourcing (BPO) industry. Services can range from handling customer interactions to complex back-office processes to managing the entire relationship between consumers and brands throughout the customer lifecycle. Suppliers specialize in dealing with high volumes of inbound and outbound customer interactions for customer care, retention, and acquisition; help desk; technical support; collections; and telemarketing/telesales for business clients.

• What is the positioning and growth potential of the key companies in the North American CXM industry?
  
• How can your team optimize growth strategies by analyzing the competitive profiles of each of the companies in the Frost Radar™ based on their strengths, opportunities, and positioning?
  
• How will factors like brand awareness, innovation initiatives, and ethical considerations impact the growth trajectory of major participants in the CXM space?