PUBLISHER: Frost & Sullivan | PRODUCT CODE: 2053329
PUBLISHER: Frost & Sullivan | PRODUCT CODE: 2053329
Frost Radar(TM): Customer Experience Management Services in Asia-Pacific, 2026
This Frost Radar™ examines the Asia-Pacific 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 20 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 with a clear understanding of disruptive megatrends that are globally applicable, can evolve and expand to serve multiple markets, and are aligned with 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 against 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.
Strategic Imperative and Growth Environment
Frost RadarTM: Customer Experience Management Services in Asia-Pacific
Frost RadarTM: Companies to Action
- Alorica
- Altius Link
- Concentrix
- Everise
- Firstsource Solutions
- Foundever
- Genpact
- HGS
- Infosys BPM
- Probe Group
- Startek
- Sutherland Global Services
- TaskUs
- TDCX
- Tech Mahindra
- TELUS Digital
- TP
- Transcom
- transcosmos
- TTEC
- VXI Global Solutions
Best Practices & Growth Opportunities
- Best Practices
- Growth Opportunities
Frost RadarTM Analytics
Next Steps: Leveraging the Frost RadarTM to Empower Key Stakeholders
- Significance of Being on the Frost RadarTM
- Frost RadarTM Empowers the CEO’s Growth Team
- Frost RadarTM Empowers Investors
- Frost RadarTM Empowers Customers
- Frost RadarTM Empowers the Board of Directors
Frost RadarTM: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform
Growth Index
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.
- Market Share (previous 3 years)
- This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years.
- Revenue Growth (previous 3 years)
- This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost RadarTM.
- Growth Pipeline
- This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities.
- Vision and Strategy
- This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision?
- Sales and Marketing
- This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.
Innovation Index
Innovation Index (II) is a measure of a company’s ability to develop products/ services/ solutions (with a clear understanding of disruptive Mega Trends) that are globally applicable, are able to evolve and expand to serve multiple markets and are aligned to customers’ changing needs.
- INNOVATION SCALABILITY
- This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals.
- RESEARCH AND DEVELOPMENT
- This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline.
- PRODUCT PORTFOLIO
- This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue.
- MEGATRENDS LEVERAGE
- This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline.
- CUSTOMER ALIGNMENT
- This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.
Significance of Being on the Frost RadarTM
Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.
- GROWTH POTENTIAL
- Your organization has significant future growth potential, which makes it a Company to Action.
- BEST PRACTICES
- Your organization is well positioned to shape Growth PipelineTM best practices in your industry.
- COMPETITIVE INTENSITY
- Your organization is one of the key drivers of competitive intensity in the growth environment.
- CUSTOMER VALUE
- Your organization has demonstrated the ability to significantly enhance its customer value proposition.
- PARTNER POTENTIAL
- Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.
