Frost Radar: Customer Experience Management in Asia-Pacific, 2025

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

As customer-centricity takes center stage, customer experience (CX) management has become the foundation for delivering connected experiences across all touchpoints and throughout each interaction journey, from onboarding to post-purchase support.

Organizations in the Asia-Pacific region are gradually investing in digital technologies, intending to deliver hyper-personalized experiences. However, legacy infrastructure and operational processes, as well as the complexity of an interaction, can hinder the end-to-end automation of the CX journey. These challenges have highlighted the need for a balanced approach between technology-based transformation and the human touch.

Today's organizations pursue more than cost savings; they require CX management service providers that enable end-to-end CX transformation, increase scalability and agility, and boost compliance. The secret to a service provider's success is the ability to deliver deep domain expertise, industry-specific CX capabilities, and tangible business outcomes. Consultative engagements, in which service providers act as partners rather than just vendors, is a trend. Providers with the right blend of service delivery models, people, processes, and technologies will enjoy a competitive edge in the market.

From a field of more than 200 global and local industry participants, this Frost Radar™ evaluates the 18 most significant service providers considering market reach, user adoption, growth rates, and product innovation.

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.