Frost RadarTM: Asia-Pacific Customer Experience Outsourcing Services Market, 2020 PADF-76 August 2020 Global Information & Communication Technologies Team at Frost & Sullivan A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines 2 Strategic Imperative and Growth Environment 2 PADF-76 3 Strategic Imperative Source: Frost & Sullivan • Customer experience (CX) continues to be recognized as a distinct business function and takes center stage in many business strategies. Contact centers play an important role in helping companies acquire and retain customers. • Contact centers can be perceived as the face of an organization: A hub of customer service and engagement, and the focal point for competitive differentiation.

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