북미의 고객 경험 아웃소싱 서비스 시장(2021년) : Frost Radar

※ 본 상품은 영문 자료로 한글과 영문 목차에 불일치하는 내용이 있을 경우 영문을 우선합니다. 정확한 검토를 위해 영문목차를 참고해주시기 바랍니다.

고객 경험(CX)을 둘러싼 환경은 빠르게 변화하고 있습니다. CX 아웃소싱 서비스 시장에서는 프론트엔드와 백엔드 오퍼레이션 비용을 크게 절감하면서, 매끄럽고 손쉽게 CX를 실현할 수 있는 툴이 등장하고 있으며, 기술에 대한 의존이 높아지고 있습니다. COVID-19 팬데믹에 의해 CX 업무의 대부분을 외부에 위탁하는 기업이 증가하고, 비지니스 프로세스 아웃소싱(BPO) 프로바이더에게 큰 성장 기회를 생성하고 있습니다.

북미의 고객 경험 아웃소싱 서비스(Customer Experience Outsourcing Services) 시장에 대해 조사했으며, 전략적 의무 및 성장 환경, 전략적 인사이트, 다음 스텝 등의 정보를 제공합니다.

목차

전략적 의무 및 성장 환경

• 전략적 의무
• 성장 환경

Frost Radar

• Frost Radar : 북미의 CX 아웃소싱 서비스 시장
• Frost Radar : 경쟁 환경

활발한 기업

• [24]7.ai
• Alorica
• Arise
• Concentrix
• Conduent
• Firstsource
• Genpact
• Hinduja Global Solutions(HGS)
• ibex
• Infosys BPM
• Sitel Group(R)
• Startek
• Sutherland Global Services
• TaskUs
• Teleperformance
• TELUS International
• TTEC
• VXI Global Solutions(VXI)

전략적 인사이트

• 전략적 인사이트

다음 스텝 : Frost Radar를 활용하는 주요 이해관계자

• Frost Radar에 참여하는 것의 의의
• Frost Radar : CEO의 성장 팀
• Frost Radar : 투자가
• Frost Radar : 고객
• Frost Radar : 이사회

Frost Radar 분석

• Frost Radar : 향후 성장 가능성 벤치마크
• 두문자어 리스트
• 면책사항

A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

The customer experience (CX) landscape is shifting rapidly. Enterprises across the board are realizing the significance of delivering excellent customer service as a competitive differentiator. Hence, this field is gaining more attention and greater investment priority. The CX outsourcing services market is also becoming much more tech-intensive as emerging tools are able to create a seamless and effortless CX while also significantly reducing costs across front- and back-end operations. The adoption of AI, advanced analytics, omnichannel capabilities, natural language processing (NLP), and streamlined security tools plays an important role in this competitive and dynamic market.

Despite the COVID-19 pandemic, the North American CX outsourcing services industry experienced notable growth. Two factors are crucial in terms of understanding this positive trend. First, as social distancing measures limited physical encounters, relationships between brands and consumers became mostly virtual, thereby driving demand for contact center and remote CX services. Second, the pandemic brought about new challenges for in-house contact center operations, including the management of major remote operations, the implementation of several technologies to facilitate the work-from-home (WFH) model, and significant investments needed to provide a high-quality CX. Therefore, a growing number of companies started to outsource the bulk of their CX practices, which opened up major growth opportunities for business process outsourcing (BPO) providers.

In a highly fragmented market composed of more than 200 organizations, Frost & Sullivan independently plotted the top 18 companies in this Frost Radar™ analysis in terms of market reach, user adoption, growth rates, product innovation, and customer experience. The analysis is based on a set of 10 criteria, as follows.

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.

Key elements of this index include:

• GI1: Market Share (previous 3 years)
• GI2: Revenue Growth (previous 3 years)
• GI3: Growth Pipeline
• GI4: Vision and Strategy
• GI5: Sales and Marketing

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.

Key elements of this index include:

• II1: Innovation Scalability
• II2: Research and Development
• II3: Product Portfolio
• II4: Mega Trends Leverage
• II5: Customer Alignment

The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles on each of the companies in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.

Table of Contents

Strategic Imperative and Growth Environment

• Strategic Imperative
• Strategic Imperative (continued)
• Growth Environment

Frost Radar™

• Frost Radar™: North American CX Outsourcing Services Market
• Frost Radar™: Competitive Environment
• Frost Radar™: Competitive Environment (continued)
• Frost Radar™: Competitive Environment (continued)

Companies to Action

• [24]7.ai
• Alorica
• Arise
• Concentrix
• Conduent
• Firstsource
• Genpact
• Hinduja Global Solutions (HGS)
• ibex
• Infosys BPM
• Sitel Group®
• Startek
• Sutherland Global Services
• TaskUs
• Teleperformance
• TELUS International
• TTEC
• VXI Global Solutions (VXI)

Strategic Insights

• Strategic Insights

Next Steps: Leveraging the Frost Radar™ to Empower Key Stakeholders

• Significance of Being on the Frost Radar™
• Frost Radar™ Empowers the CEO's Growth Team
• Frost Radar™ Empowers Investors
• Frost Radar™ Empowers Customers
• Frost Radar™ Empowers the Board of Directors

Frost Radar™ Analytics

• Frost Radar™: Benchmarking Future Growth Potential
• Frost Radar™: Benchmarking Future Growth Potential
• List of Acronyms
• Legal Disclaimer