Frost Radar：2025年亞太地區客戶經驗（CX）管理

Frost Radar: Customer Experience Management in Asia-Pacific, 2025

出版日期: 2025年07月03日 | 出版商:

Frost & Sullivan | 英文 32 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

基準化分析系統刺激主要企業－創新推動新的交易流程和成長管道

隨著以客戶為中心變得越來越重要，客戶經驗（CX）管理已成為從入職到售後支援的每個接觸點和每個互動旅程中提供互聯體驗的基礎。

亞太地區的企業逐步投資數位技術，以提供高度個人化的體驗。然而，傳統的基礎設施、營運流程和互動複雜性阻礙了客戶體驗（CX）旅程的端到端自動化。這些挑戰凸顯了在技術轉型和人性化體驗之間尋求平衡的必要性。

如今，企業不僅希望降低成本，更希望找到能夠實現端到端客戶體驗（CX）轉型、提升可擴展性、敏捷性並加強合規性的客戶體驗管理服務供應商。成功的服務供應商依賴其提供深厚領域知識、行業特定客戶體驗（CX）能力以及切實的業務成果的能力。諮詢式合作是大勢所趨，服務供應商提供者將在市場上佔據競爭優勢。

Frost Radar™ 從200 多家全球和本地行業參與企業中評估出 18 家最重要的服務供應商，同時考慮了市場覆蓋範圍、用戶採用率、成長率和產品創新。

Frost & Sullivan 會分析同一產業內的多家公司。根據領導力和其他特徵，篩選出需要進一步分析的公司，並根據 10 項成長和創新標準進行基準測試，最終公佈其在 Frost Radar™ 上的排名。 Frost Radar™ 會呈現每家公司的競爭概況，探討其優勢以及最契合這些優勢的機會。

Organizations in the Asia-Pacific region are gradually investing in digital technologies, intending to deliver hyper-personalized experiences. However, legacy infrastructure and operational processes, as well as the complexity of an interaction, can hinder the end-to-end automation of the CX journey. These challenges have highlighted the need for a balanced approach between technology-based transformation and the human touch.

Today's organizations pursue more than cost savings; they require CX management service providers that enable end-to-end CX transformation, increase scalability and agility, and boost compliance. The secret to a service provider's success is the ability to deliver deep domain expertise, industry-specific CX capabilities, and tangible business outcomes. Consultative engagements, in which service providers act as partners rather than just vendors, is a trend. Providers with the right blend of service delivery models, people, processes, and technologies will enjoy a competitive edge in the market.

From a field of more than 200 global and local industry participants, this Frost Radar™ evaluates the 18 most significant service providers considering market reach, user adoption, growth rates, and product innovation.

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.