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市场调查报告书
商品编码
1876837

欧洲、中东和非洲地区客户经验平台市场（2025 年）：Frost Radar

Frost Radar: EMEA Customer Experience Platforms, 2025
出版日期: | 出版商: Frost & Sullivan | 英文 28 Pages | 商品交期: 最快1-2个工作天内

价格
简介目录

基准化分析体系－创新驱动新交易与成长管道

客户经验(CX) 平台能够协调现代客户在整个客户旅程中跨越多个管道和触点的复杂互动，从而提供无缝、一致且个性化的体验。要纳入 Frost Radar™ 报告，供应商必须拥有完整的客服中心解决方案。相关解决方案供应商（CRM、WEM、CPaaS）不在本次分析范围内。託管式和管理式客服中心服务也不包含在本次分析中。

弗若斯特沙利文公司分析了该行业100多家公司。根据领导力及其他特征筛选出进行详细分析的公司，并根据10项成长和创新标准进行基准测试，以确定其在弗若斯特雷达™上的位置。该报告为每家公司提供一份弗若斯特雷达™上的竞争概况，其中考虑了它们的优势以及最能发挥这些优势的机会。

成长指数衡量公司的成长记录和业绩，其製定和执行完全一致的成长策略和愿景的能力，其稳健的成长通路体系，以及以市场、竞争对手和最终用户为中心的有效销售和行销策略。创新指数评估公司开发全球适用、不断发展和扩展以服务多个市场并满足客户不断变化的需求的产品、服务和解决方案的能力，而这一切都基于对颠覆性大趋势的清晰理解。

策略要务与成长环境

策略要务

  • 欧洲、中东和非洲地区的宏观经济情势喜忧参半。欧洲经济呈现逐步復苏的迹象，通膨趋于稳定，失业率较低，但成长依然缓慢。乌克兰持续不断的战争继续给能源市场、供应链和投资者信心带来压力，加剧了地缘政治的持续不稳定。
  • 欧洲商界领袖对美国贸易政策走向表示关切。儘管近期美欧达成的贸易协定旨在稳定双边关係，但尚未消除人们对贸易可能出现大规模中断的担忧，投资者情绪依然谨慎。欧洲各机构正在为美国采取更强硬的贸易保护主义立场可能引发的金融和货币衝击做好准备。
  • 中东地区面临衝突、通货膨胀和债务负担等诸多不利因素。非洲，尤其是改革导向型经济体，儘管面临持续的基础设施和气候相关挑战，但仍实现了温和成长。
  • 儘管存在这些区域差异，但整体商业环境仍保持谨慎乐观。迄今为止，客户经验（CX）生态系统依然稳健，受宏观经济压力直接影响有限。然而，由于贸易谈判、关税和地缘政治发展带来的不确定性，企业采购和交易週期正在放缓。
  • 客户体验平台 (CXP) 供应商必须灵活应变，为更长的企业销售週期做好准备，尤其是在易受地缘政治和经济波动影响的市场中。
  • 为了满足对无缝全通路体验、高效自助服务、自动化、大规模个人化和有意义的分析的需求，整合式、人工智慧赋能的客户体验平台 (CXP) 是理想之选。这种方法还支援客户体验编配和劳动力优化，使企业能够提供一致、无缝的体验。

策略要务与成长环境

  • 儘管经济挑战依然存在，但预计到2024年，欧洲、中东和非洲地区客户体验平台（CXP）的收入将达到26亿美元，所有地区都将成长。预计到2025年，这数字将达到30亿美元。
  • 在欧洲，英国/爱尔兰、比荷卢经济联盟、西班牙/葡萄牙和德语区（德国、奥地利和瑞士）的客户体验平台（CXP）服务成长动能最为强劲。近期多家供应商在英国/爱尔兰和德语区（德国、奥地利和瑞士）的自主云投资预计将进一步推动这些地区的成长。
    • 中东是CXP拓展业务的一个极具潜力的市场。各国都在大力推动数位化经济，为云端运算和人工智慧的应用创造了理想的环境。然而，严格的政府政策和监管要求意味着，企业发展该地区需要投入大量的时间和资金。
    • CXP 在非洲的主要市场是南非和埃及，该公司持续扩大在这些地区的投资，并计划在该地区部署多个自主云端服务。
  • 更具针对性的客户帐户行销 (ABM) 正在帮助客户体验提供者赢得新客户并深化与现有客户的关係。 ABM 加强了销售和行销部门的协作，使他们能够更有效地加速推进并赢得大规模的交易。
  • 由通路和技术合作伙伴主导的、执行完善的打入市场策略(GTM) 对推动成长至关重要。合作伙伴能够拓展客户体验提供者 (CXP) 的覆盖范围，并赋予其竞争优势，从而赢得更多交易，尤其是高价值、复杂的交易。事实上，透过通路合作伙伴进行销售在扩大覆盖范围、缩短销售週期和建立客户信任方面，始终优于直接销售。

最佳实践

  • 利用数据分析驱动决策
  • 专注于全通路沟通以提供支持
  • 投资人工智慧和自动化以提高效率
  • 在平台设计中优先考虑使用者体验
  • 积极收集客户回馈并据此调整策略

成长环境

  • 欧洲、全部区域的宏观经济情势喜忧参半。欧洲经济呈现逐步復苏的迹象，通膨趋于稳定，失业率也处于低位，但成长仍疲软。乌克兰持续不断的战争继续给能源市场、供应链和投资者信心带来压力，加剧了地缘政治的持续不稳定。
  • 欧洲商界领袖对美国贸易政策走向表示关切。儘管近期美欧贸易协定旨在稳定双边关係，但并未消除人们对贸易可能出现大规模中断的担忧，投资者情绪依然谨慎。欧洲机构目前正为美国贸易保护主义倾向可能带来的金融和金钱衝击做好准备。
  • 中东地区面临衝突、通货膨胀和债务负担等诸多不利因素。非洲，尤其是改革导向型经济体，儘管面临持续的基础设施和气候相关挑战，但仍实现了温和成长。
  • 儘管存在这些区域差异，但整体商业环境仍保持谨慎乐观。迄今为止，客户经验（CX）生态系统依然稳健，受宏观经济压力直接影响有限。然而，由于贸易谈判、关税和地缘政治发展带来的不确定性，企业采购和交易週期有所放缓。
  • 客户体验平台 (CXP) 供应商必须灵活应变，为更长的企业销售週期做好准备，尤其是在易受地缘政治和经济波动影响的市场中。
  • 为了满足对无缝全通路体验、高效自助服务、自动化、大规模个人化和有意义的分析的需求，整合式、人工智慧赋能的客户体验平台 (CXP) 是理想之选。这种方法还支援客户体验编配和劳动力优化，使企业能够提供一致且扩充性的成果。

目录

策略要务与成长环境

Frost Radar™：欧洲、中东和非洲地区客户经验平台

Frost Radar™：值得关注的公司

  • 8x8
  • Avaya
  • AWS
  • Cisco
  • Content Guru
  • Diabolocom
  • Enghouse Interactive
  • Enreach
  • Five9
  • Genesys
  • Inconcert
  • Leaddesk
  • Mitel
  • NiCE
  • Odigo
  • Puzzel
  • Sprinklr
  • Talkdesk
  • Verint
  • Vonage
  • Worldline

最佳实践和成长机会

  • 最佳实践
  • 发展机会

Frost Radar™ 分析

后续步骤：利用 Frost Radar™ 赋予关键相关人员

  • 关注 Frost Radar™ 的重要性

霜冻雷达，2025

  • Frost Radar™协助CEO成长团队
  • Frost Radar™ 为投资者赋能
  • Frost Radar™ 为客户赋能。
  • Frost Radar™ 为董事会赋能

免责声明

Frost Radar™：EMEA客户经验平台，2025年

策略要务与成长环境

Frost Radar™：EMEA客户经验平台，2025年

成长环境

Frost Radar™：欧洲、中东和非洲地区客户经验平台

Frost Radar™：欧洲、中东和非洲地区客户经验平台

简介目录
Product Code: KBC9-76

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

Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized experiences. Providers must have a full-fledged contact center offering to be featured on this Frost Radar™. Adjacent solution providers (CRM, WEM, CPaaS) are not included. Hosted and managed call center services are not part of this analysis.

Frost & Sullivan analyzed more than 100 companies in this 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.

The Growth Index measures 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 examines a company's ability to develop products/services/solutions with a clear understanding of disruptive megatrends, are globally applicable, evolve and expand to serve multiple markets, and align with customers' changing needs.

Strategic Imperative and Growth Environment

Strategic Imperative

  • The macroeconomic climate across the EMEA (Europe, Middle East, and Africa) region presents a mixed picture. Europe is showing signs of modest recovery, with stabilizing inflation and low unemployment, though growth remains subdued. The ongoing war in Ukraine continues to exert pressure on energy markets, supply chains, and investor sentiment, contributing to persistent geopolitical instability.
  • European business leaders are expressing concerns about the direction of US trade policy. While a recent US-EU trade agreement aimed to stabilize relations, it has done little to dispel fears of broader trade disruptions, and investor sentiment remains cautious. European institutions are now preparing for potential financial and monetary shocks stemming from a more protectionist US stance.
  • The Middle East faces significant headwinds from conflict, inflation, and debt burdens. Africa is experiencing moderate growth, particularly in reform-oriented economies, despite persistent infrastructure and climate-related challenges.
  • Despite these regional disparities, the overall business climate remains cautiously optimistic. The customer experience (CX) ecosystem has so far been resilient, with limited direct impact from broader macroeconomic pressures. However, the enterprise sector is experiencing slower procurement and deal cycles as companies navigate uncertainties about trade negotiations, tariffs, and geopolitical developments.
  • CX platform (CXP) providers should remain agile and prepared for extended enterprise sales cycles, particularly in markets sensitive to geopolitical and economic fluctuations.
  • Meeting the demand for seamless omnichannel experiences, effective self-service, automation, personalization at scale, and meaningful analytics is best achieved through a unified, AI-enabled CXP. This approach also supports customer journey orchestration and workforce optimization, helping organizations deliver consistent and seamless experiences.

Strategic Imperative and Growth Environment

  • While some economic challenges remain, EMEA CXP revenue reached $2.6 billion in 2024, with growth in every region, and is projected to reach $3 billion in 2025.
  • In Europe, UK/I, Benelux, Spain/Portugal, and DACH are exhibiting the most growth momentum for CXP services. Recent sovereign cloud investment by multiple providers in UK/I and DACH should accelerate momentum there.
    • The Middle East is fertile ground for CXP expansion. Countries are embracing a digital-first economy, which lends itself to cloud and AI adoption. But high government policy and regulatory compliance postures require significant time and investment to establish a presence in the region.
    • South Africa and Egypt are the CXP hotspots in Africa. Investment in South Africa continues to grow with multiple sovereign cloud instances planned for the broader region.
  • More targeted and focused account-based marketing (ABM) is helping CXP providers grow new accounts and expand existing client relationships. ABM tightens the collaboration between sales and marketing and can be more effective in accelerating and winning larger deal sizes.
  • Well executed go-to-market (GTM) strategies driven by channel and technology partners are essential to stimulate growth. Partners amplify a CXP provider's reach and put them in a position to compete for more deals, including higher-value, more complex deals. Indeed, channel partner sales continue to outperform direct sales in extending coverage, shortening sales cycles, and building customer trust.

Best Practices

  • Utilize data analytics to drive decision-making
  • Focus on omnichannel communication for customer support
  • Invest in AI and automation for efficiency
  • Prioritize user experience in platform design
  • Encourage customer feedback and adapt accordingly

Growth Environment

  • The macroeconomic climate across the EMEA (Europe, Middle East, and Africa) region presents a mixed picture. Europe is showing signs of modest recovery, with stabilizing inflation and low unemployment, though growth remains subdued. The ongoing war in Ukraine continues to exert pressure on energy markets, supply chains, and investor sentiment, contributing to persistent geopolitical instability.
  • European business leaders are expressing concerns about the direction of US trade policy. While a recent US-EU trade agreement aimed to stabilize relations, it has done little to dispel fears of broader trade disruptions, and investor sentiment remains cautious. European institutions are now preparing for potential financial and monetary shocks stemming from a more protectionist US stance.
  • The Middle East faces significant headwinds from conflict, inflation, and debt burdens. Africa is experiencing moderate growth, particularly in reform-oriented economies, despite persistent infrastructure and climate-related challenges.
  • Despite these regional disparities, the overall business climate remains cautiously optimistic. The customer experience (CX) ecosystem has so far been resilient, with limited direct impact from broader macroeconomic pressures. However, the enterprise sector is experiencing slower procurement and deal cycles as companies navigate uncertainties about trade negotiations, tariffs, and geopolitical developments.
  • CX platform (CXP) providers should remain agile and prepared for extended enterprise sales cycles, particularly in markets sensitive to geopolitical and economic fluctuations.
  • Meeting the demand for seamless omnichannel experiences, effective self-service, automation, personalization at scale, and meaningful analytics is best achieved through a unified, AI-enabled CXP. This approach also supports customer journey orchestration and workforce optimization, helping organizations deliver consistent and scalable outcomes.

Table of Contents

Strategic Imperative and Growth Environment

Frost Radar™: EMEA Customer Experience Platforms

Frost Radar™: Companies to Action

  • 8x8
  • Avaya
  • AWS
  • Cisco
  • Content Guru
  • Diabolocom
  • Enghouse Interactive
  • Enreach
  • Five9
  • Genesys
  • Inconcert
  • Leaddesk
  • Mitel
  • NiCE
  • Odigo
  • Puzzel
  • Sprinklr
  • Talkdesk
  • Verint
  • Vonage
  • Worldline

Best Practices & Growth Opportunities

  • Best Practices
  • Growth Opportunities

Frost Radar™ Analytics

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

  • Significance of Being on the Frost Radar™

Frost Radar, 2025

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

Legal Disclaimer

Frost Radar™: EMEA Customer Experience Platforms, 2025

Strategic Imperative and Growth Environment

Frost Radar™: EMEA Customer Experience Platforms, 2025

Growth Environment

Frost Radar™: EMEA Customer Experience Platforms

Frost Radar™: EMEA Customer Experience Platforms