This Frost Radar™ examining the Latin American customer experience (CX) management landscape includes outsourcing services delivered in each local market and those from Latin American locations to countries overseas. CX management, a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplishing it in-house, is a subset of the much broader business process outsourcing industry. Services can include handling customer interactions or complex back-office processes or 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. Among the factors that Frost & Sullivan considered for a company to be included were local market presence and brand awareness, revenue exceeding $100 million for services delivered from the region in 2024, innovation initiatives, and ethical considerations.

• What is the growth potential of outsourcing services in the Latin American CX management landscape?
• How can you achieve growth amidst major suppliers that specialize in dealing with high volumes of inbound and outbound customer interactions for customer care, retention, acquisition, help desk, technical support, collections, and telemarketing?
• Which best practices can your company adopt from industry leaders benchmarked in this analysis?