Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact centers evolve beyond traditional voice interactions to include digital self-service, AI-driven resolutions, and proactive customer engagement, CX platforms are transforming into integrated orchestration platforms that manage and optimize the entire customer journey. Customers across the Asia-Pacific region expect empathetic, personalized, and consistent experiences across voice, digital, chat, social, messaging, and self-service channels. This is especially important because of the diverse messaging ecosystems and digital commerce in the region and is prompting organizations to modernize CX platforms and orchestration capabilities rather than rely on fragmented contact center tools. Organizations are entering a decisive CX transformation stage as customer expectations increase and journeys become more complex. In a rapidly evolving and increasingly fragmented industry with more than 100 qualified participants, Frost & Sullivan independently evaluated the landscape and selected 19 companies to be benchmarked in this Frost Radar™.

The main goal is continuous improvement.

• How are digital self-service, AI-driven resolutions, and proactive customer engagement transforming CX platforms into integrated orchestration platforms to optimize the customer journey?
  
• What role do diverse messaging ecosystems and digital commerce play in prompting organizations to modernize CX platforms?
• Which industry leaders are benchmarked in this analysis, and how can you adopt industry best practices and gain a competitive edge over them?