Customer Engagement

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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.

Three CX Trends Heading into 2019 A Postcard from the Technological Edge

As the customer contact landscape continues to be disrupted, the CX team at Frost & Sullivan has seen three noteworthy topics come across our desks repeatedly over the course of 2018, each of which resulted in detailed white-papers. These are by no means the only technology-related topics of…

Indian Contact Center Applications and Services Market, Forecast to 2022

Almost all the businesses are gowing customer-centric and are building strategies revolving around their customers preferences. Companies that have failed to observe the trend have either ceased to exist or are witnessing a decline in growth. Organizations want to know what their customers think…

End User Priorities for Customer Engagement in Europe, 2018

The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel &…

North American Workforce Engagement Management (WEM) Market View for Customer Care, 2019

The rapid pace of technological change has had far reaching impact across business; ushering in the age of digital transformation. Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), mobility, and cloud computing are a few examples of maturing technologies that…

North American Robotic Process Automation Market View for Customer Care, 2019

The rapid pace of technological change has had far reaching impact across business; ushering in the age of digital transformation. Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), the Internet of Things (IoT), mobility, and cloud computing are a few examples of…

Analysis of the Contact Center Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2023

The Contact Center Outsourcing (CCO) Services Market in Latin America and the Caribbean experienced high growth, driven by solid performances in CaCar and Colombia, as well as the devaluation of the US Dollar against most Latin American currencies in 2017 (especially against the Chilean peso…

Growth Opportunities in the North American Contact Center Market, Forecast to 2022

New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North American Contact Center Market finds that the market for contact centers continues to increase. For cloud, the acceleration of omnichannel and digital transformation, coupled with the…

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

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