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customer_engagement.pngThe customer engagement industry is in the midst of an era of unprecedented change. Digital technologies and business models present numerous opportunities to transform customer experiences. Digitally savvy organizations continue to disrupt traditional business models, revenue streams, and industry ecosystems. By 2020, we will see a very different landscape of customer engagement models, solutions, and leading providers in this industry.

The industry disruption and transformation will present numerous opportunities, as well as challenges for businesses and customer experience solution providers.

Understanding every aspect of this changing landscape, the impact on your business, and developing a strong and timely market response will be key to success and growth in this industry.

frost_sullivan_research.jpgFrost & Sullivan was founded on the simple premise that research should enable decision-makers to use marketing information in more innovative and meaningful ways. With this objective in mind, the company developed a comprehensive range of research services and state-of-the-art analytical tools. Frost & Sullivan has continued to grow, adapt, and innovate to meet the challenges and opportunities of today's ever-changing business world.

Critical and Actionable Customer Experience (CX) Trends, 2017 Part 1

In a world of rapidly changing technologies, providing consistently excellent customer support can be challenging. Consider that companies today are developing a widening assortment of popular technology-driven products and services, as well as adding complexity to existing ones. Technology-enabled…

Robotic Process Automation Market Outlook for Customer Care, 2017

Breakthroughs in artificial intelligence (AI), machine learning (MI), big data, and speech technologies have enabled breakthroughs in automating both back and front office processes. Robotic Process Automation (RPA), which provides for virtual agents to automate work flow now offers unprecedented…

Configuring, Pricing, and Quoting (CPQ) for Growth, 2017

There is a growing market for Configure, Price, Quote (CPQ) software, driven by enterprises, including advanced manufacturing, financial services, and life sciences, and more recently by small-midsized businesses as it enables companies quickly and accurately create competitive and profitable…

Customer Engagement in North America, 2017

Frost & Sullivan defines Digital Transformation as the strategy and execution of harnessing digital assets and information across an organization, bringing all areas of the business into alignment with the needs of all stakeholders, including employees, customers, prospects, suppliers,…

Latin American Cloud Contact Center Market, Forecast to 2022

Latin America cloud contact center market revenue is expected to increase from $37.7 million in 2016 to $213.5 million by 2022, at a compound annual growth rate of 33.5%. This outlook considers the growth potential of hardware, software, connectivity, and services, and of primary verticals. The base…

Europe Contact Center Outsourcing Buyer s Guide, 2017

The highly competitive contact center outsourcing market in Europe faces many challenges. Even while enterprise decision-makers deal with a troubled economy, and seek to cut costs and improve service, it is sometimes difficult for them to differentiate between the services offered by competing…

Traditional Corporate Social Responsibility is Out!: BPOs Transforming Employee Engagement into a Competitive Advantage

This Frost Perspective will explore how large Business Process Outsourcers (BPOs) are redefining and expanding traditional Corporate Social Responsibility (CSR) to deeply engage their agents and employees within the local communities they serve. Much more than a company call for donating to a…

Engineering a Culture of Security Consciousness in Customer Service

Today s customers are more concerned than ever about how companies use their data and track their activities online. While security has traditionally been viewed as the responsibility of the IT organization, progressive companies have built a separate Security Practice to stave off the onslaught of…

South Africa ICT Outlook, 2017

This study provides a 2017 outlook for the South African information and communication technologies (ICT) market. The research scope includes telecommunications, broadcasting, data centres, cloud, IT services, business process management (BPM) services, Big Data and analytics, and the Internet of…

New Zealand Contact Center Applications Market, 2015

The New Zealand contact center applications market size is estimated to grow from $14.0 million in 2015 to $14.6 million by 2022, at a Compound Annual Growth Rate (CAGR) of 0.6%. The research service covers the contact center applications market in New Zealand based on 6 application segments…

growth_consulting_frost_sullivan.pngFrost & Sullivan’s consulting services provide specific tools and expertise to support clients through all phases of the growth cycle: from developing a pipeline of growth opportunities to evaluating and prioritizing those opportunities to formulating and implementing go-to-market strategies to ongoing monitoring and optimization.

Key areas where Frost & Sullivan can provide value include the following:

  • New Product and Services Solutions: We can support your organization in developing or deploying new Customer Engagement products and services that deliver greater customer value.
  • Business Model Transformation: We can support you in transforming your business to address the challenges and opportunities in the industry today and the upcoming years.
  • Customer Analysis: We can help identify specific customer needs and pain points through detailed surveys and data analyses.
  • Branding and Positioning: Frost & Sullivan can support your organization through an integrated marketing platform to more effectively launch and promote new products, services or business models.
  • Statistical Analysis and Forecasting: We can assess growth opportunities and market potential in new/specific customer segments, geographies and product/service areas.

Any questions? Email us and we'll respond within 48 hours

big_data.jpgFrost & Sullivan can deliver a bespoke workshop to your organisation to highlight the emerging Customer Engagement trends, and identify the impact to your organisation. This is flexible around your needs, where we can attend your strategy day or workshop as an external expert keynote speaker, through to full facilitation of a workshop to ensure your delegates are fully engaged with opportunities and their relevance to their department. Full written follow-up insights and actionable strategies are provided thereafter. We have delivered such workshops for leading providers across the value chain (list available on request).

The #1 Customer Contact Event - 98% of surveyed participants would recommend this event to their colleagues and/or peers.

Linette Myland, a Customer Excellence Manager at Siemens Building Technologies, said they would be very likely to recommend Frost & Sullivan Executive MindXchange for this reason

Frost & Sullivan were able to bring together and facilitate key leaders of the industry to provide great insights for attendees.

Michael Burke, Product Manager, Telstra - Enterprise & Government, @Customer Experience 2015, Australia

Frost & Sullivan's Customer Experience Event brought together some heavy hitters from the telecom and web services space. Very insightful topics & panel discussions.

Rayhan Soofi, Business Development - Director APAC, Blue Jeans Network, @Customer Experience 2015, Australia

It is always a good investment to attend Frost & Sullivan Customer Interaction conference because it prepares us personally (and our company) for the next big thing in the future

Mary Ann T. Logarta, Head, Customer Service, Malayan Insurance Company, Inc., @Customer Interaction Asia Pacific Summit 2014, Philippines

Frost & Sullivan listens to feedback and delivers on it. I’m glad I attended this summit as it presented different views aside from technology aspect. It humanizes technology.

Norlie Norona, Operations Manager, Western Union Services (Philippines) Inc., @Customer Interaction Asia Pacific Summit 2014, Philippines

Great speakers, contents and interaction among the participants

Nikki Gomez, CTO Asia Pacific, McGraw Hill, Financial (S&P Ratings), @Chief Innovation Officer Summit 2016, Singapore

Expertise Areas

Unified_Communications-1.jpgMulti-Channel Contact Center
Customer_Research.jpgAgent Performance Optimization
Connected_Consumer-2.jpgContact Center Outsourcing
Consumer_Services-1.jpgHosted Contact Center

IVR, Multimedia


Why Frost & Sullivan?

With a seasoned global team of analysts and consultants covering every aspect of the customer engagement industry—strategies, channels, solutions, and vertical and regional trends—Frost & Sullivan is uniquely positioned to be your growth strategy advisor and implementation partner.

Customer Engagement

Strategies for
  • Marketing
  • Sales
  • Service/Support
  • Omnichannel Experiences
Vertical trends
  • Financial Services
  • Healthcare
  • Retail & Consumer
  • Telecom & Technology
  • Travel & Hospitality
  • Manufacturing
  • Govt. & Education
  • Website
  • Email
  • Phone
  • Chat
  • Mobile
  • Social
  • Video
Solutions for
  • Digital Marketing
  • E-Commerce
  • Web Experience
  • Contact Center
  • Mobile Apps
  • Social Media

customer_engagement_solution.jpgOur Solution – Growth Partnership Service (GPS)

Frost & Sullivan's Customer Engagement GPS is a unique program for vendor and enterprise organizations to successfully navigate this rapidly transforming industry. Rooted in a solid foundation of market intelligence research, our expert analysts and consultants provide a continuous flow of actionable opportunities, strategies, and tactics in customer engagement, and advisory services through virtual and in-person interactions.

Our research, advisory and interactive perspectives cover:

  • Customer experience transformation opportunities
  • Enterprise strategies and implementation tactics
  • Growth opportunities for vendor organizations
  • Vertical and regional trends

Our Customer Engagement client base includes hundreds of vendor and enterprise organizations across all major industry verticals and geographies. Our expertise and long- standing relationships in this industry make us an invaluable growth partner for our clients.

client_benefits.jpgClient Benefits

Going way beyond market intelligence, we enrich our clients' marketing, product, sales, service, and IT organizations with a continuous flow of actionable opportunities, strategies, and tactics, to drive success and growth in the customer engagement industry.

Next Steps

Let us help you grow your revenues through a better understanding of the customer engagement space. Contact Alpa Shah

Meet the Team

North America

Loynd.jpgStephen Loynd

Global Program Director

Jamison.jpgNancy Jamison

Principal Analyst

desalles.pngMichael DeSalles

Principal Analyst

Read.jpgBrendan Read

Senior Analyst

Waldman.jpgMichael Waldman

Director Consulting

turek.jpgMelanie Turek

Vice President

shah.jpgAlpa Shah

Global Vice President

Latin America

gonzalez.jpgJuan Gonzalez

Research Director

muhoz.jpgMaiara Munhoz

Industry Analyst

menutti.jpgSebastian Menutti

Industry Analyst


michael.jpgAlexander Michael

Director Consulting

heide.jpgMartin Hoff ter Heide

Senior Consultant


simoncelli.jpgMark Simoncelli

Global Director of Growth Implementation

baidya.jpgKrishna Baidya

Associate Director

Yu.jpgJessie Yu

Research Manager

lu.jpgShuishan Lu

Industry Analyst

william.jpgAudrey William

Research Director

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