Frost Radar：北美客户经验平台，2025 年

Frost Radar: Customer Experience Platforms in North America, 2025

出版日期: 2025年10月10日 | 出版商:

Frost & Sullivan | 英文 23 Pages | 商品交期: 最快1-2个工作天内

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简介目录

基准化分析体系旨在鼓励企业行为：透过创新推动新业务的创建和成长。

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（例如客户关係管理、员工敬业度管理、通讯平台即服务）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™中的位置。该报告考虑了每家公司的优势以及与这些优势最契合的机会，从而呈现弗若斯特雷达™竞争概况。

成长指数衡量公司随时间推移的成长记录和业绩，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。创新指数评估公司清晰理解颠覆性大趋势并开发全球适用、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。

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 (customer relationship management, workforce engagement management, and communications platform-as-a-service) 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.