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封面
市場調查報告書
商品編碼
2053329

Frost Radar™：亞太地區客戶經驗管理服務，2026 年

Frost Radar(TM): Customer Experience Management Services in Asia-Pacific, 2026
出版日期: | 出版商: Frost & Sullivan | 英文 115 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

這份Frost Radar™報告分析了亞太地區客戶經驗（CX）管理服務的市場趨勢，該服務是更廣泛的業務流程外包/管理行業的一部分。通常，CX管理指的是一種商業模式，即企業將服務外包而非內部執行。服務範圍從簡單的電話支援到複雜的業務流程，例如互動式語音應答（IVR）應用程式、基於Web的技術支援和客戶自助服務。 Frost & Sullivan在本分析中重點介紹了排名前20的供應商。成長指數評估公司的成長績效和過往業績，以及其製定和執行完全一致的成長策略和願景、建立穩健的成長通路體係以及製定以市場、競爭對手和最終用戶為中心的有效銷售和行銷策略的能力。創新指數衡量公司開發全球適用、不斷發展和擴展以服務多個市場、並能適應不斷變化的客戶需求的產品、服務和解決方案的能力，同時清晰地了解顛覆性大趨勢。

Frost & Sullivan公司對其所在行業的眾多公司進行分析。基於領導力及其他特徵，公司將被選中進行深入分析，並根據10項「成長」和「創新」標準進行基準評估，從而揭示其在Frost Radar™上的排名。本報告呈現了Frost Radar™上每家公司的競爭概況，分析了它們的優勢以及最適合發揮這些優勢的機會。

策略要務與成長環境

Frost Radar™：亞太地區客戶經驗管理服務

Frost Radar（TM）：主要企業

  • Alorica
  • Altius Link
  • Concentrix
  • Everise
  • Firstsource Solutions
  • Foundever
  • Genpact
  • HGS
  • Infosys BPM
  • Probe Group
  • Startek
  • Sutherland Global Services
  • TaskUs
  • TDCX
  • Tech Mahindra
  • TELUS Digital
  • TP
  • Transcom
  • transcosmos
  • TTEC
  • VXI Global Solutions

最佳實踐和發展機遇

  • 最佳實踐
  • 發展機會

Frost Radar™ 分析

下一步：利用Frost Radar™ 為關鍵相關人員提供支持

  • 被列入Frost Radar(TM) 的意義
  • Frost Radar™ 幫助 CEO 們發展壯大團隊。
  • Frost Radar(TM) 為投資者提供支援。
  • Frost Radar(TM) 幫助客戶。
  • Frost Radar(TM) 為董事會提供支援。

Frost Radar™：透過兩個關鍵指數、10 個分析要素和一個平台來衡量未來的成長潛力。

成長指數

成長指數 (GI) 是衡量公司成長績效和結果的指標，以及公司製定和執行完全一致的成長策略和願景、強大的成長管道結構以及以市場、競爭對手和最終用戶為中心的有效銷售和行銷策略的能力。

  • 市佔率（過去三年）
    • 這是對過去三年中，各公司在特定市場領域相對於競爭對手的市場佔有率的比較。
  • 過去三年的銷售成長率
    • 這顯示了過去三年中，特定Frost Radar™ 所代表的市場/行業/類別中各公司的收入成長率。
  • 成長通路
    • 該評估旨在評估公司成長通路結構的優勢和有效性，使公司能夠持續掌握、分析和優先考慮成長機會的整體情況。
  • 願景與策略
    • 這評估的是一家公司的成長策略與其願景的契合程度。一家公司在新產品和市場方面的投資是否與其既定願景相符？
  • 銷售與行銷
    • 這衡量的是一家公司的銷售和行銷活動在多大程度上有效地刺激了需求並實現了成長目標。

創新指數

創新指數 (II) 衡量一家公司開發具有全球適用性、不斷發展和擴展以服務多個市場並滿足客戶不斷變化的需求的產品、服務和解決方案的能力，而這一切都基於對顛覆性大趨勢的清晰理解。

  • 創新的擴充性
    • 這有助於確定組織的創新是否具有可擴展性，並在全球範圍內適用，無論是在發展中市場還是成熟市場，以及相鄰行業和非相鄰行業。
  • 研究與開發
    • 這是一個衡量公司研發策略有效性的指標，取決於其研發投資規模及其對創新管道的貢獻。
  • 產品系列
    • 這是用於評估公司產品系列的指標，重點關注新產品對年度銷售的相對貢獻。
  • 利用大趨勢
    • 這評估了公司如何積極主動地利用不斷發展的長期機會和新的經營模式，作為其創新管道的基礎。
  • 與客戶保持一致
    • 這評估了公司的產品、服務和解決方案在多大程度上適用於現有客戶和潛在客戶，以及其創新策略如何受到不斷變化的客戶需求的影響。

被列入Frost Radar(TM) 的意義

Frost Radar™ 上列出的公司都是行業成長、創新或兩者兼備的領導者。這些公司在引領各自行業走向未來方面發揮著至關重要的作用。

  • 成長潛力
    • 貴公司具有巨大的未來發展潛力，因此被列為「值得關注的公司」。
  • 最佳實踐
    • 貴公司在塑造產業內成長管道™最佳實踐方面具有極為有利的地位。
  • 競爭強度
    • 在競爭日益激烈的環境中，貴公司是推動競爭加劇的主要力量之一。
  • 客戶價值
    • 貴公司已展現出顯著提升顧客價值提案的能力。
  • 潛在的合作夥伴
    • 對於客戶、投資者、價值鏈合作夥伴和未來人才而言，貴公司是他們首先想到的關鍵價值提供者。
簡介目錄
Product Code: PLQ1-76

This Frost Radar™ examines the Asia-Pacific customer experience (CX) management services landscape, which is a subset of the broader business process outsourcing/management industry. Usually, CX management 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 simple calls to complex business processes, such as technical support and customer self-service through interactive voice response applications or the web. Frost & Sullivan profiles the top 20 providers in this 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 with a clear understanding of disruptive megatrends that are globally applicable, can evolve and expand to serve multiple markets, and are aligned with 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 against 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.

Strategic Imperative and Growth Environment

Frost RadarTM: Customer Experience Management Services in Asia-Pacific

Frost RadarTM: Companies to Action

  • Alorica
  • Altius Link
  • Concentrix
  • Everise
  • Firstsource Solutions
  • Foundever
  • Genpact
  • HGS
  • Infosys BPM
  • Probe Group
  • Startek
  • Sutherland Global Services
  • TaskUs
  • TDCX
  • Tech Mahindra
  • TELUS Digital
  • TP
  • Transcom
  • transcosmos
  • TTEC
  • VXI Global Solutions

Best Practices & Growth Opportunities

  • Best Practices
  • Growth Opportunities

Frost RadarTM Analytics

Next Steps: Leveraging the Frost RadarTM to Empower Key Stakeholders

  • Significance of Being on the Frost RadarTM
  • Frost RadarTM Empowers the CEO’s Growth Team
  • Frost RadarTM Empowers Investors
  • Frost RadarTM Empowers Customers
  • Frost RadarTM Empowers the Board of Directors

Frost RadarTM: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform

Growth Index

Growth Index (GI) 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.

  • Market Share (previous 3 years)
    • This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years.
  • Revenue Growth (previous 3 years)
    • This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost RadarTM.
  • Growth Pipeline
    • This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities.
  • Vision and Strategy
    • This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision?
  • Sales and Marketing
    • This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.

Innovation Index

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

  • INNOVATION SCALABILITY
    • This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals.
  • RESEARCH AND DEVELOPMENT
    • This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline.
  • PRODUCT PORTFOLIO
    • This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue.
  • MEGATRENDS LEVERAGE
    • This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline.
  • CUSTOMER ALIGNMENT
    • This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.

Significance of Being on the Frost RadarTM

Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.

  • GROWTH POTENTIAL
    • Your organization has significant future growth potential, which makes it a Company to Action.
  • BEST PRACTICES
    • Your organization is well positioned to shape Growth PipelineTM best practices in your industry.
  • COMPETITIVE INTENSITY
    • Your organization is one of the key drivers of competitive intensity in the growth environment.
  • CUSTOMER VALUE
    • Your organization has demonstrated the ability to significantly enhance its customer value proposition.
  • PARTNER POTENTIAL
    • Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.