This Frost Radar™ examines the Latin American (LATAM) customer experience (CX) management landscape. It includes outsourcing services alone, excluding operations performed in-house and in shared service centers. It encompasses the services delivered in each local segment and those from Latin American locations to countries overseas.

CX management is a subset of the much broader business process outsourcing industry. 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 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.

• How are factors like local market presence, brand awareness, total revenue, and innovation initiatives impacting the positioning of key CX participants?
• How can you optimize your growth strategies based on the competitive profiles of each company in this Frost Radar™?
• What are the significant growth opportunities emerging in the LATAM CX management industry?