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16 Dec 2021  |  Global  |  Customer Research

Impact of Mobile Devices and Apps on Customer Experience (CX)

Customer Perspectives on Excelling in CX in a Mobile World

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With over 90% of customers using smart mobile apps as a customer experience (CX) channel, companies across industries must deliver excellent customer care on mobile devices. They must also ensure that mobile apps are part of their omnichannel strategy. This study gives insights to CX companies on mobile app usage. The pandemic has accelerated ...

The energy industry is among the world’s most dynamic and in need of change. Power distribution companies and power retailers are a fundamental piece of the energy transition as they enable further demand in electrification, decentralized renewable energy integration, and greenhouse gas reductions while helping customers become more energy effici...

04 Oct 2021  |  Global  |  Market Research

Frost Radar™: Digital Twins in the Global Water Industry, 2021

A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines

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Water utility networks are data-rich environments, but information silos can make it difficult for operators to ensure that energy- and cost-intensive assets are working cohesively and at peak performance. An operator may be able to identify a problem in isolation but not fully understand how it could affect an entire system; any delay in rectifica...

06 Sep 2021  |  Global  |  Market Research

Frost Radar™: Global Airport Digitalization Market, 2020

A Benchmarking System to Spark Companies to Action - Innovation That Fuels Growth Pipelines

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The airport digitalization market is fragmented, with numerous start-ups and conglomerates offering IT solutions. Leading companies have distinguished their products and services by developing next-generation technological capabilities, bundling and upselling solutions, and creating cross-industry synergies. The competitive environment, however, is...

03 Aug 2021  |  Global  |  Market Research

Frost Radar™: Global Membrane Water and Wastewater Treatment Market, 2021

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

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Drought, harmful pollutants, and climate change are contributing to water stress around the world. Water utility and industrial water and wastewater treatment decision makers keep this and the circular economy in mind as they look for advanced, sustainable solutions that have minimal environmental impact and keep resources in a closed loop. Polyme...

29 Jun 2021  |  North America  |  Market Research

Frost Radar™: Digital Operating Rooms, 2020

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

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Hospitals are under extreme pressure to reduce costs and become more profitable. Operating rooms (ORs) drive approximately 60% of revenue in the average hospital. The most critical issues entail finding new methods to reduce human error and improve the efficiency and quality of surgical care. Technology is now available to help hospitals reduce sur...

01 Jun 2021  |  North America  |  Market Research

Frost Radar™: US Population Health Management Market, 2021

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

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After pausing while the US healthcare industry struggled to contain COVID-19, the stringent audit process for value-based care (VBC) is back in full swing for 90% of Medicare reimbursement that is currently attributed to some form of quality or risk-based payment plan. Additionally, CMS has launched new guidance for value-based reimbursement among ...

Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retail banks in I...

Indonesia continues to capitalize on the growing number of telecommunications users in Southeast Asia as many individuals rely on various telecommunications services and products for both personal and business uses. Frost & Sullivans Customer Experience Management study on the countrys telecommunications sector explores how customers perceive their...