Frost Radar：2025 年拉丁美洲的 CXM 服务

Frost Radar: Customer Experience Management Services in Latin America, 2025

出版日期: 2025年04月25日 | 出版商:

Frost & Sullivan | 英文 33 Pages | 商品交期: 最快1-2个工作天内

价格

简介目录

基准化分析系统激励主要企业－创新推动新的交易流程和成长管道

这款 Frost Radar(TM) 研究了拉丁美洲的 CXM（客户经验管理）状况。本次调查仅包括外包服务，不包括内部和共享服务中心业务。它还包括在每个地区提供的服务以及从我们的拉丁美洲基地向海外国家提供的服务。

CXM 是更广泛的业务流程外包产业的一部分。这是一种公司委託服务外包给外部供应商而非内部执行的商业模式。服务范围从处理客户互动和复杂的后勤部门流程到管理整个客户生命週期中的消费者和品牌之间的整个关係。该供应商专门从事大量入境/出站客户互动，包括客户关怀、客户维繫、客户获取、服务台、技术支援、收款以及面向企业客户的电话行销/电话销售。

Frost & Sullivan 在选择公司纳入 Frost Radar™ 分析时考虑了多种因素。例如，当地市场存在、透过全面一致的行销计画提高品牌知名度、总收益、致力于创新、道德考量等。

Frost & Sullivan 在 Frost Radar™ 分析中独特地从超过 200 个组织的分散市场中列出了排名前 19 的公司。 Frost & Sullivan 分析了某个行业内的大量公司。 Frost & Sullivan 对行业内的数百家公司进行分析，根据领导力或其他卓越表现选出需要进一步分析的公司，并根据 10 个「成长」和「创新」标准对它们进行基准测试，最后揭示它们在 Frost Radar(TM) 上的排名。它为 Frost Radar(TM) 上列出的每家公司提供了竞争概况，并讨论了每家公司的优势以及最适合这些优势的商业机会。

This Frost Radar™ examines the Latin American customer experience (CX) management landscape. It includes outsourcing services alone, excluding operations performed in-house and in shared service centers. It encompasses the services delivered in each local market and those from Latin American locations to countries overseas.

CX management is a subset of the much broader business process outsourcing industry. 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 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™ analysis, such as local market presence; brand awareness through comprehensive, consistent marketing programs; total revenue; innovation initiatives, and ethical considerations.

In a fragmented market composed of more than 200 organizations, Frost & Sullivan independently plotted the top 19 companies in this Frost Radar™ analysis. 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.