Customer Experience Outsourcing Services in North America, 2022: Frost Radar Report

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, the analyst 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 of 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.