Frost Radar(TM) - Customer Experience Management Services in Europe, 2026

This Frost RadarTM examines the European customer experience (CX) management services landscape, which is a subset of the broader business process outsourcing/management industry. Usually, CX management 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 simple calls to complex business processes, such as technical support and customer self-service through interactive voice response applications or the web. Frost & Sullivan profiles the top 13 providers in this 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 RadarTM. The publication presents competitive profiles of each company on the Frost RadarTM considering their strengths and the opportunities that best fit those strengths.