TP named visionary leader in Asia-Pacific Frost Radar

TP has been named a Visionary Leader in Frost & Sullivan's 2026 Frost Radar for Customer Experience Management Services in Asia-Pacific, earning the highest combined innovation and growth score among 21 benchmarked providers.

Frost & Sullivan assessed more than 200 providers before narrowing the benchmark group to 21. The result marks TP's eighth consecutive year as a leader on both growth and innovation in the regional customer experience management market.

The ranking comes as companies across Asia-Pacific shift from pilot artificial intelligence projects to broader deployment in customer operations. Frost & Sullivan said the ability to deploy, govern and improve AI-enabled delivery models at scale is increasingly separating leading providers from the rest of the market.

Frost & Sullivan projects the Asia-Pacific customer experience market will grow to USD $52.57 billion by 2030 from USD $41.91 billion in 2024. Against that backdrop, customer service groups face growing scrutiny over whether technology spending is driving business growth and operational change.

TP said the recognition reflects its investment in artificial intelligence, data services and internal operational tools. The report highlighted the company's USD $100 million investment in AI, expanded data services work, and the use of AI in quality assurance, recruitment, training and workforce management.

One example cited was TP's quality assurance system, which the company said can analyse all customer transactions. That compares with what it described as an industry norm of reviewing only 2% to 3% of interactions through sampling.

TP has also been expanding TP.ai, its artificial intelligence platform for clients. It linked the platform to a broader effort to help businesses move from limited AI experiments to larger programmes across customer operations.

Dave Rizzo, President and CEO, APAC, TP, said the market shift is changing how providers are judged.

"This recognition reflects something we've seen play out across the region this year: innovation and growth are no longer separate measures of performance, they're increasingly interconnected. The real shift is from experimenting with AI to deploying and governing it at enterprise scale, and that starts with the data and orchestration behind it. TP.ai brings that together for our clients, and our continued investment across the AI ecosystem is what lets us move them from experimentation to enterprise-wide transformation. We're honored that Frost & Sullivan has recognized both dimensions of that work."

Market shift

Frost & Sullivan analysts pointed to AI governance and execution at production scale as major differentiators in the current market. That suggests investors and customers are paying less attention to AI tool announcements and more to whether providers can run them across large organisations, particularly in regulated sectors.

The report also cited TP's model for serving different markets across Asia-Pacific. It said the structure helps the company adapt services to local languages, regulations and customer expectations while maintaining regional scale.

Krishna Baidya, Vice President, ICT Research, Frost & Sullivan, said TP had moved beyond basic positioning around AI.

"TP has moved past announcing AI capability and is now deploying it at production scale across Asia-Pacific. Its TP.ai platform, governance controls for regulated industries, and market CEO model gives it a rare ability to serve both mature and high-growth markets. TP's advance on both the Growth and Innovation indices of the 2026 Frost Radar reflects genuine operational progress, not commercial momentum alone."

Regional position

TP operates in nearly 100 countries globally, and said its Asia-Pacific business combines large delivery operations with local market expertise. In practice, that means customer experience programmes can be tailored to national requirements while still being managed through a broader regional structure.

Previously known as Teleperformance, the company has been repositioning itself as a broader digital business services provider rather than a traditional outsourced customer service group. Frost & Sullivan said the latest ranking reflects that shift, with technology-led and outcome-focused contracts becoming a larger part of the market.

For the wider sector, the ranking underlines how quickly customer management providers are being judged on their handling of AI. As businesses increase spending on automation and data-led operations, providers face pressure to demonstrate not only technical capability but also controls, scale and measurable results.

Frost & Sullivan said TP's standing in this year's radar was supported by its delivery scale, AI platform and established presence across Asia-Pacific.