Frost Radar：2025年歐洲CXM外包

Frost Radar: Customer Experience Management Outsourcing in Europe, 2025

出版日期: 2025年04月15日 | 出版商:

Frost & Sullivan | 英文 28 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

這款 Frost Radar™ 研究了歐洲 CXM 外包格局。 CXM 是更廣泛的業務流程外包產業的子集。通常，外包是一種商業安排，即公司與外部供應商簽訂合約來提供服務，而不是在內部提供服務。服務範圍從客戶互動和處理複雜的後勤部門流程到管理整個客戶生命週期中的消費者和品牌之間的關係。該供應商專門從事大量入境和出站互動，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。

被納入 Frost & Sullivan Frost Radar™ 的公司名單的部分因素包括：

CX服務的定期銷售和營運
透過全面一致的行銷計劃提高品牌知名度
每年向歐洲客戶銷售至少 2 億歐元，無論履約地點在哪裡（境內、離岸、境外）
至少有 25 個活躍的歐洲客戶，涉及多個行業
創新舉措並對市場產生重大影響
遵守多項環境、社會和管治標準

在擁有超過 250 家組織的高度分散的市場中，Frost & Sullivan 在本次 Frost Radar™ 分析中獨特地繪製出了排名前 14 的公司。

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、可發展和擴展以服務多個市場並滿足不斷變化的客戶需求的產品、服務和解決方案的能力。

Frost & Sullivan 分析了某個行業內的大量公司。 Frost & Sullivan 對該行業內的眾多公司進行分析，根據領導力或其他卓越表現選擇需要進一步分析的公司，根據 10 個「成長」和「創新」標準對它們進行基準測試，並揭示它們在 Frost Radar™ 上的排名。它為 Frost Radar(TM) 上列出的每家公司提供了競爭概況，並討論了每家公司的優勢以及最適合這些優勢的商業機會。

This Frost Radar™ examines the European customer experience management (CXM) outsourcing landscape. CXM is a subset of the much broader business process outsourcing industry. Usually, 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 relationship between consumers and brands throughout the customer lifecycle. Suppliers specialize in dealing with high volumes of inbound and outbound 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™:

Regularly sales and operations of CX services
Brand awareness through comprehensive and consistent marketing programs
Annual revenue of at least €200 million in sales for European-based clients, regardless of the fulfillment region (onshore, nearshore, offshore)
A minimum of 25 active European clients in several industry verticals
Innovation initiatives that have a significant impact in the marketplace
Adherence to several environmental, social, and governance standards.

In a highly fragmented market consisting of more than 250 organizations, Frost & Sullivan independently plotted the top 14 companies in this Frost Radar™ analysis.

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 megatrends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers' changing needs.

Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.