Fusion CX wins Frost & Sullivan customer value honor

Fusion CX said July 15 that Frost & Sullivan named it the 2026 North America Customer Value Leadership recipient in customer experience management. The recognition spotlights the company’s AI-enabled, omnichannel CX model and its push to deliver measurable client outcomes across industries.

Why it matters: - The recognition gives Fusion CX a third-party signal that its customer experience model is delivering value in a crowded, fast-changing CX market. - Frost & Sullivan’s award framework focuses on strategy and execution, which can matter to enterprises weighing CX partners for scale, consistency, and measurable outcomes. - The honor also reinforces demand for AI-enabled, omnichannel customer support as companies try to improve service while controlling costs.

What happened: - Fusion CX announced that Frost & Sullivan named it the 2026 North America Customer Value Leadership recipient in the Customer Experience Management industry. - The announcement was made July 15, 2026, in Atlanta. - Frost & Sullivan benchmarked Fusion CX on strategy effectiveness and strategy execution. - The recognition highlights Fusion CX’s work in AI-enabled transformation, omnichannel orchestration, and vertical-specific CX expertise.

The details: - Frost & Sullivan said Fusion CX stands out as a strategic partner for end-to-end CX modernization. - Sebastian Menutti, Industry Director at Frost & Sullivan, said Fusion CX combines digital capabilities, AI augmentation, and omnichannel orchestration. - Menutti also pointed to vertical-specific playbooks for telecom, BFSI, healthcare, and retail. - Fusion CX said its delivery model blends global talent, AI-driven quality management, and automation. - Fusion CX also said it uses onshore, nearshore, and offshore delivery to help clients improve service consistency. - The company said the model supports multilingual service and stronger engagement across voice and digital channels. - Pankaj Dhanuka, Co-Founder and CEO of Fusion CX, said the company focuses on AI-first CX partnerships that combine skilled talent, intelligent technology, multilingual capabilities, and operational governance. - Kishore Saraogi, Co-Founder and COO of Fusion CX, said the company’s growth is anchored in execution discipline, client trust, and adaptation speed. - Fusion CX said the recognition validates its role as a CX transformation partner for enterprises seeking agility, operational resilience, and measurable customer value. - Fusion CX said it operates in 15 countries with 40+ delivery centers, 28+ supported languages, and more than 20,000 employees. - The company said its services include customer service, sales, back-office, digital, and AI-enabled support. - Fusion CX said those services span healthcare, BFSI, retail, eCommerce, technology, telecom, and utilities. - The company said its Omind AI unit supports digital transformation through real-time automation, AI data annotation, and intelligent CX products. - Fusion CX directed readers to the company’s website and Omind for more information. - Frost & Sullivan directed readers to its website for more information.

Between the lines: - The award suggests Fusion CX wants to be seen less as a service vendor and more as a transformation partner tied to business outcomes. - The emphasis on vertical playbooks and AI-driven operations signals where CX buyers are placing more value: industry-specific execution, automation, and multilingual support. - The recognition also fits a broader market shift toward measurable customer value rather than generic outsourcing claims.

What's next: - Fusion CX is likely to use the recognition in enterprise sales and partnership discussions. - The company will probably continue pushing its AI-first CX positioning across global delivery markets and regulated industries. - Frost & Sullivan’s award may give Fusion CX a stronger platform as buyers compare CX vendors on operational resilience and outcome delivery.