Industries

The Unified Communications as a Service (UCaaS) market exhibited strong growth in 2021, driven by the rise of hybrid and remote work environments and the need of organizations in CALA to support remote communications and collaboration among their employees. Solid economic GDP growth across the region contributed to the financial strength of CALA en...

This research service evaluates the Association of Southeast Asian Nations (ASEAN) automotive market, focusing on key countries, including Indonesia, Malaysia, the Philippines, Thailand, and Vietnam. This study discusses passenger vehicles and pickup trucks (pickups). Pickups are the most common and popular commercial vehicles used daily in diff...

This study assesses the automotive market in China, with a focus on the passenger vehicle market segment. Within this, electric vehicles, as well as charging and battery swap, will be discussed further. China’s automotive market has grown rapidly, particularly after the 2008 Beijing Olympics. The unit shipment of China’s passenger vehicle ma...

In 2020, there was a 26.8% drop in total LATAM passenger vehicle sales, equivalent to a reduction of 1.5 million units. The Brazilian market was responsible for the largest drop in units, reaching 710,000 units less than 2019, followed by Mexico’s 368,000 unit drop. The automakers had different strategies for this period, from closing plants to d...

The Latin American power and energy market is going through a considerable transformation. Renewable energies (RE) are rapidly replacing hydropower and fossil fuels’ dominance in power generation expansion as energy regulations continue to evolve to support decarbonization and decentralization roadmaps, while securing energy access for a projecte...

The year 2021 was pivotal for contact centers. Organizations grappled with the continual challenges brought on by the COVID-19 pandemic while working to meet customer demand for efficient service and an improved customer experience (CX). The contact center and CX landscape was severely affected by the disruptions caused by the pandemic, which accel...

After a challenging 2020, 2021 was a defining year for the energy industry in many ways. The world witnessed rising concerns about climate change and the need for sustainable solutions and processes. Following the latest COP summit, more than 100 countries pledged their commitment to net-zero emissions by 2050. In Asia-Pacific, Japan, Australia, an...

31 Jan 2022  |  Latin America  |  Market Research

Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2021

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

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The customer experience (CX) landscape is shifting rapidly. As enterprises across the board are realizing the significance of delivering excellent customer service as a competitive differentiator, this field is gaining more attention and greater investment priority. CX outsourcing services are becoming much more tech-intensive as emerging tools cre...

Business process management (BPM), or business process outsourcing (BPO), services involve an external or third-party provider handling the execution and management of one or more business operations or functions for an organization. Traditionally, BPM services were limited to outsourcing labor-intensive back-office and support services functions. ...