Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized customer experiences. Frost & Sullivan exploration on this industry includes close to 100 service and solution providers, this Frost Radar™ profiles 18 more significant players in terms of industry reach, user adoption, growth rates, product innovation, and CX. Providers included on this Frost Radar™ have a full-fledged contact center offering. Adjacent solution providers (Customer Relationship Management [CRM], Workforce Engagement Management [WEM], Communications Platform as a Service [CPaaS]) are not included. AI-based capabilities are disrupting many deployments and solutions. This acts as a threat and an opportunity for the providers featured in this analysis. While some of these companies are providing the disruptive solutions, some are losing ground because of them.

The main goal is continuous improvement.

• Is your team equipped with the right growth strategies to thrive amidst the transformation of customer experience platforms?
• What growth opportunities and threats are emerging as AI-driven capabilities disrupt CX platform deployments and reshape the competitive landscape?
• Which significant industry players are benchmarked in this analysis?