Frost Radar：2025年北美CXM外包

Frost Radar: Customer Experience Management Outsourcing in North America, 2025

出版日期: 2025年03月24日 | 出版商:

Frost & Sullivan | 英文 35 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

基準化分析系統激勵主要企業－創新推動新的交易流程和成長管道

Frost Radar 是對北美 CXM 景觀的調查。 Frost Radar 僅涵蓋外包服務，不包括內部和共享服務中心業務。此外，它還涵蓋與源自美國或加拿大的客戶互動相關的收益，無論履約模式為何。這包括在岸、近岸、離岸、本土代理商履約、自動化履約和技術支援履約。

CXM 是更廣泛的業務流程外包 (BPO) 產業的子集。 CXM 通常被定義為一種商業安排，即公司與外部供應商簽訂合約來提供服務，而不是在內部執行。服務範圍從客戶互動到複雜的後勤部門流程，再到整個客戶生命週期中消費者與品牌之間的整個關係管理。該供應商專門從事大量入境/出站客戶互動，包括客戶關懷、客戶維繫、客戶獲取、服務台、技術支援、收款以及面向企業客戶的電話行銷/電話銷售。

Frost & Sullivan 考慮了將公司納入 Frost Radar™ 的幾個因素，包括：

當地市場存在和品牌認知。公司必須證明他們定期銷售和營運 CX 服務。
透過全面、一致的行銷計劃提高品牌知名度。此外，我們也協助發展銷售和產品整合的強大夥伴關係機會。
總收益。無論履約區域為何（在岸、近岸、離岸），每年都為北美客戶帶來至少 3 億美國的收入。
本地客戶端。該公司必須證明其在多個行業擁有至少 25 個活躍的 NA 客戶。
致力於創新。參賽者必須證明他們正在進行一些產品開發工作並且正在對市場產生重大影響。
道德考慮。參與者必須遵守若干環境、社會和管治(ESG) 標準。

在這項 Frost & Sullivan 的 Frost Radar™ 分析中，Frost & Sullivan 在高度分散的市場（超過 500 家組織）中獨特地列出了排名前 21 的公司。

Frost Radar™ 使用 Frost Radar 方法中強調的「成長」和「創新」分數揭示了北美 (NA) CXM 行業領先公司的定位。本報告根據 Frost Radar(TM) 中每家公司的優勢、機會和市場地位，介紹了它們的競爭概況。 Frost & Sullivan 分析了行業內的數百家公司，並根據 Frost Radar™ 中的 10 項標準對它們進行基準測試，從而僅對主要企業進行排名。在成長和創新指標方面均處於行業領先地位的公司被評為最佳實踐贏家。

成長指數評估一家公司的成長績效和業績記錄，包括其製定和執行完全一致的成長策略和願景、強大的成長通路系統以及專注於市場、競爭對手和最終用戶的有效銷售和行銷策略的能力。

創新指數是在對顛覆性大趨勢的清晰理解的基礎上製定的，它評估一家公司開發全球適用、能夠發展和擴展以服務多個市場並與不斷變化的客戶需求保持一致的產品、服務和解決方案的能力。

This Radar examines the North American CXM landscape. It includes outsourcing services alone, excluding operations performed in-house and in shared service centers. Furthermore, it encompasses revenue associated with customer interactions that originate in the United States or Canada, regardless of the fulfillment model. This includes onshore, nearshore, offshore, home-agent, automated, and technology-enabled fulfillment.

CXM is a subset of the much broader business process outsourcing (BPO) industry. Usually, it is defined as 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 to 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.

Frost & Sullivan considered several factors for a company to be included in this Frost Radar™, such as:

Local market presence and brand awareness. A company must demonstrate that it regularly sells and operates CX services.
Brand awareness through comprehensive and consistent marketing programs. The company also assists in developing strong partnership opportunities for sales and product integrations.
Total revenue. The company exhibits annual revenues of at least $300 million US dollars in sales for NA clients, regardless of the fulfillment region (onshore, nearshore, offshore).
Local clients. The company should demonstrate that it has a minimum of 25 active NA clients in several industry verticals.
Innovation initiatives. Participants must prove that they have several product development endeavors and that they have a significant impact in the marketplace.
Ethical considerations. Participants must adhere to several environmental, social, and governance (ESG) standards.

In a highly fragmented market composed of more than 500 organizations, Frost & Sullivan independently plotted the top 21 companies in this Frost Radar™ analysis.

This Frost RadarTM reveals the positioning of the key companies in the North American (NA) customer experience management (CXM) industry using their Growth and Innovation scores as highlighted in the Frost RadarTM methodology. The document presents competitive profiles on each of the companies in the Frost Radar™ based on their strengths, opportunities, and market position. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where only a limited number of leading providers are then positioned. Industry leaders on both the Growth and Innovation Indexes are recognized as best practice recipients.

The Growth Index is a measure of a company's growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user-focused sales and marketing strategies.

The Innovation Index is a measure of a company's ability to develop products/services/solutions that are developed with a clear understanding of disruptive Mega Trends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers' changing needs.