Frost Radar: Customer Experience Management Outsourcing in Europe, 2025

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

This Frost Radar™ examines the European customer experience management (CXM) outsourcing landscape. CXM is a subset of the much broader business process outsourcing industry. Usually, it is a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplishing it in-house. Services can range from handling customer interactions or complex, back-office processes to managing the relationship between consumers and brands throughout the customer lifecycle. Suppliers specialize in dealing with high volumes of inbound and outbound interactions for customer care, retention, and acquisition; help desk; technical support; collections; and telemarketing/telesales for business clients.

Frost & Sullivan considered several factors for a company to be included in this Frost Radar™:

• Regularly sales and operations of CX services
• Brand awareness through comprehensive and consistent marketing programs
• Annual revenue of at least €200 million in sales for European-based clients, regardless of the fulfillment region (onshore, nearshore, offshore)
• A minimum of 25 active European clients in several industry verticals
• Innovation initiatives that have a significant impact in the marketplace
• Adherence to several environmental, social, and governance standards.

In a highly fragmented market consisting of more than 250 organizations, Frost & Sullivan independently plotted the top 14 companies in this Frost Radar™ analysis.

The Growth Index 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.

The Innovation Index is a measure of a company's ability to develop products/services/solutions that are developed with a clear understanding of disruptive megatrends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers' changing needs.

Frost & Sullivan analyzes numerous companies in an 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.