Frost Radar：2025年亚太地区客户经验（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

随着以客户为中心变得越来越重要，客户经验(CX) 管理已成为从入职到售后支援的每个接触点和每个互动旅程中提供互联体验的基础。

亚太地区的企业正在逐步投资数位技术，以提供高度个人化的体验。然而，传统的基础设施、营运流程和互动复杂性阻碍了客户体验 (CX) 旅程的端到端自动化。这些挑战凸显了在技术转型和人性化体验之间寻求平衡的必要性。

如今，企业不仅希望降低成本，更希望找到能够实现端到端客户体验 (CX) 转型、提升可扩展性、敏捷性并加强合规性的客户体验管理服务供应商。成功的服务供应商依赖其提供深厚领域知识、行业特定客户体验 (CX) 能力以及切实的业务成果的能力。咨询式合作是大势所趋，服务供应商提供者将在市场上占据竞争优势。

Frost Radar™ 从 200 多家全球和本地行业参与企业中评估出 18 家最重要的服务供应商，同时考虑了市场覆盖范围、用户采用率、增长率和产品创新。

Frost & Sullivan 会分析同一产业内的多家公司。根据领导力和其他特征，筛选出需要进一步分析的公司，并根据 10 项成长和创新标准进行基准测试，最终公布其在 Frost Radar™ 上的排名。 Frost Radar™ 会呈现每家公司的竞争概况，探讨其优势以及最契合这些优势的机会。

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.