北米のカスタマーエクスペリエンスアウトソーシングサービス市場、2022年：Frost Radar

カスタマー・エクスペリエンス（CX）のアウトソーシングサービスは、今後5年間、力強い成長軌道を維持すると思われます。この勢いを加速させるのは、CXが競争力のある差別化戦略として受け入れられつつあることと、企業がCX業務をアウトソーシングするインセンティブを否定できないことの2つです。

当レポートでは、北米のカスタマーエクスペリエンスアウトソーシングサービス市場について調査し、市場の概要とともに、戦略的インペラティブ、成長の機会などを提供しています。

目次

戦略的インペラティブと成長環境

• 戦略的インペラティブ
• 成長環境

フロストレーダー（TM）

• Frost Radar（TM）：北米のカスタマーエクスペリエンスアウトソーシングサービス
• Frost Radar（TM）：競合環境
• Frost Radar（TM）：競合環境-シフトするイノベーションフロンティア
• Frost Radar（TM）：競合環境-主要な成長戦略

活躍企業

• [24]7.ai
• Alorica
• Arise Virtual Solutions
• Concentrix
• Conduent
• Firstsource
• Genpact
• Hinduja Global Solutions
• ibex
• Infosys BPM
• Qualfon
• Sitel Group (R)
• Startek (R)
• Sutherland Global Services
• TaskUs
• Teleperformance
• TELUS International
• TTEC

戦略的洞察

• 戦略的洞察

次のステップ：Frost Radar（TM）を活用した主要な利害関係者へのエンパワーメント

• Frost Radar（TM）に参加する意義
• Frost Radar（TM）によるCEOの成長チームへのエンパワーメント
• Frost Radar（TM）による投資家へのエンパワーメント
• Frost Radar（TM）による顧客へのエンパワーメント
• Frost Radar（TM）による取締役会へのエンパワーメント

Frost Radar（TM）分析

• Frost Radar（TM）：将来の成長可能性のベンチマーキング
• Frost Radar（TM）：将来の成長可能性のベンチマーキング
• 免責事項

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

The customer experience (CX) outsourcing services landscape will sustain a strong growth trajectory during the next five years. Two drivers will fuel this momentum: the increasing acceptance of CX as a formidable competitive differentiation strategy and undeniable incentives for companies to outsource their CX operations.

For the third year in a row, improving CX ranked as the number-one business goal among IT decision-makers (N=1,120) who participated in a Frost & Sullivan survey. Organizations across the board now realize that providing a superior CX is imperative for staying relevant in their market. This shift is bringing greater attention and investment opportunities to the CX outsourcing services market.

High inflation rates, rising wages, a turbulent future economic outlook, and the growing complexity of running CX operations and achieving optimal results will pressure North American organizations to outsource their CX capabilities.

Companies expect continuous process enhancement and rapid innovation. As organizations adapt to changing market conditions, they are looking to partner with nimble CX service providers (CXSPs) to accelerate time to market. The right mix of people, processes, and technologies is the key to success and will help providers deliver reliable and agile transformation capabilities to their clients.

In a highly fragmented market composed of more than 200 organizations, Frost & Sullivan independently plotted the top 18 companies in this Frost Radar™ analysis. The analysis is based on a set of 10 criteria related to Growth and Innovation, as follows:

Growth index (GI) is a measure of 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.

Key elements of this index include:

• GI1: Market Share (previous 3 years)
• GI2: Revenue Growth (previous 3 years)
• GI3: Growth Pipeline
• GI4: Vision and Strategy
• GI5: Sales and Marketing

Innovation index (II) is a measure of a company's ability to develop products/services/solutions that are developed with a clear understanding of disruptive Mega Trends, are globally applicable, are able to evolve and expand to serve multiple markets, and are aligned to customers' changing needs.

Key elements of this index include:

• II1: Innovation Scalability
• II2: Research and Development
• II3: Product Portfolio
• II4: Megatrends Leverage
• II5: Customer Alignment

The Frost Radar reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. The document presents competitive profiles on each of the companies in the Frost Radar based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.

Table of Contents

Strategic Imperative and Growth Environment

• The Strategic Imperative
• The Strategic Imperative (continued)
• The Growth Environment

Frost Radar™

• Frost Radar™: CX Outsourcing Services in North America
• Frost Radar™: Competitive Environment
• Frost Radar™: Competitive Environment-Shifting Innovation Frontier
• Frost Radar™: Competitive Environment-Key Growth Strategies

Companies to Action

• [24]7.ai
• Alorica
• Arise Virtual Solutions
• Concentrix
• Conduent
• Firstsource
• Genpact
• Hinduja Global Solutions
• ibex
• Infosys BPM
• Qualfon
• Sitel Group®
• Startek®
• Sutherland Global Services
• TaskUs
• Teleperformance
• TELUS International
• TTEC

Strategic Insights

• Strategic Insights

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

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

Frost Radar™Analytics

• Frost Radar™: Benchmarking Future Growth Potential
• Frost Radar™: Benchmarking Future Growth Potential
• List of Acronyms
• Legal Disclaimer