As Workforce Management (WFM) evolves into a strategic, cross-functional capability, leading providers deliver advanced solutions to help contact centers improve Customer Experience (CX), boost employee engagement, and enhance operational efficiency. This report evaluates 15 technology providers offering advanced WFM solutions tailored for contact center operations. Providers were assessed across four key dimensions: technology and functional capabilities, market presence and business impact, usability and employee experience, and process coverage and industry applicability. The report outlines each provider’s market presence, industry focus, and client base. It also highlights both existing and planned capabilities, including key differentiators such as AI-driven forecasting, flexible scheduling, predictive analytics, real-time adherence, and employee engagement tools. Additionally, the report provides actionable insights for enterprises aiming to elevate their workforce management strategies and align operational, HR, and customer-facing functions effectively.

Customer Experience (CX) has emerged as a key differentiator for insurers facing rising customer expectations, intensified competition from InsurTechs, and tighter regulatory scrutiny. To build lasting value and loyalty, leading insurers across both Life and Annuities (L&A) and Property and Casualty (P&C) lines are transforming their operations around personalized, empathetic, and seamlessly orchestrated customer journeys. By delivering consistent, emotionally intelligent, and real-time engagement across key touchpoints, such as onboarding, claims, renewals, and servicing, insurers are not only elevating satisfaction but also unlocking greater agility and long-term growth. This report outlines how insurers are embracing intelligent journey design, embedded AI, and digitally enabled BPS partnerships to elevate CX delivery. It details key transformation imperatives including agentic AI, outcome-linked service models, and front-to-back office integration.

This report analyzes current trends and strategic approaches in Customer Experience Management (CXM) across global retail and Consumer Packaged Goods (CPG) and e-commerce industries. It highlights the growing significance of personalized, AI-driven, and omnichannel experiences that shifting consumer expectations and technology innovations shape. Additionally, the report examines the dynamics of outsourced CXM, regional adoption patterns, and implications of macroeconomic factors such as tariffs. It also identifies prominent CXM providers and assesses preparedness for generative AI adoption, delivering strategic guidance for enterprises and providers alike.

Our Customer Experience Management (CXM) key priorities research is based on annual surveys that capture key trends in the global sourcing industry. Despite the uncertainty, inflation, and macroeconomic instability, enterprises achieved stronger-than-anticipated results in 2024. For 2025, the outlook is positive, with cautious optimism and opportunities to capitalize on growing customer demand. Key enterprise priorities for 2025 include improving agent productivity, accelerating revenue growth, and optimizing costs. CX stakeholders anticipate significant changes in their service provider mix to enhance service quality and increase flexibility. Moreover, the demand for swift and impactful outcomes is prompting enterprises to shift from long-term contracts to shorter ones. As we move into 2025, agentic AI is set to become the next significant innovation, offering enterprises the potential for autonomous decision-making and operational efficiency. In this report, we present the findings from a study conducted in October and November 2024 with senior CX leaders from global enterprises. The report highlights their perspectives and strategies for 2025. It examines leading enterprise challenges in 2024 and outlines plans to maximize CXM value in an ever-evolving environment. Scope Geography: global Industry: cross-industry Service: CXM Contents In this report, we examine: Top business challenges and key business model changes in 2025 2025 outlook and priorities Key themes prioritized in the CXM services industry Anticipated changes to provider portfolios Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

The Banking, Financial Services, and Insurance (BFSI) sector significantly contributes to Customer Experience Management (CXM) outsourcing revenue, approximately 20-22%. Knowing about BFSI CXM is crucial for CXM outsourcing providers and BFSI enterprises because it enables providers to develop tailored solutions and capture market opportunities, while helping enterprises stay competitive and make informed decisions. In this report, we explore the BFSI CXM market landscape, offering comprehensive insights into the sector’s three segments: banking, insurance, and cards and payments. Each segment uncovers key outsourcing drivers, market trends, enterprise challenges, technical innovations, delivery landscapes, and industry-specific use cases. The report aims to help BFSI enterprises navigate the CX outsourcing landscape effectively. It offers insights into industry-specific service offerings, technology trends, and geographical delivery distributions, empowering enterprises to make well-informed outsourcing decisions. Additionally, the report highlights the potential gen AI applications in the BFSI sector. It also assists providers in understanding enterprise pain points and refining their strategic approaches and investment initiatives to seize business opportunities. Scope Industry: BFSI Geography: global Service: CXM This report is based on primary and secondary data collection, conversations with market participants, and fact-based research Contents In this report, we examine: Global CXM services market trends in the BFSI industry Key factors influencing CXM services’ growth in the BFSI sector Industry-specific trends, including enterprise challenges, technology tools, providers’ solutions, delivery trends, and potential generative AI applications across banking, insurance, and cards and payments segments Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Enterprises across industries are exploring the potential benefits of outsourcing Customer Experience Management (CXM) operations, leveraging cutting-edge technologies to streamline processes and deliver personalized experiences at scale. By engaging with CXM service providers, enterprises can navigate operational challenges more effectively while capitalizing on the transformative potential of technology to drive meaningful improvements in customer engagement. Based on an enterprise survey, this report provides a nuanced understanding of organizational perspectives and sentiments regarding CXM outsourcing. From identifying industry-specific challenges to exploring the impact of Environmental, Social, and Governance (ESG) initiatives on CXM strategies, the report offers valuable insights to inform strategic decision-making and enhance customer-centric initiatives. Moreover, the report underscores the role of strategic partnerships between enterprises and CXM service providers to optimize customer experiences. By delving into industry-specific perspectives and examining the evolving landscape of socially conscious customer engagement, the research explores the collaborative efforts driving innovation and excellence in CXM delivery. Scope All industries and geographies Contents In this report, we: Study the challenges that enterprises face in CX delivery and evolving enterprise expectations from CXM providers Examine CXM providers’ business objectives / adoption drivers Provide key takeaways for a better enterprise-provider collaboration Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence CXM Technology Outsourcing Excellence

Our Customer Experience Management (CXM) key issues research is based on annual surveys that capture the market’s pulse on key aspects of the global sourcing industry. Enterprises, amid growing concerns about challenging macroeconomic conditions and geopolitical adversities, maintain a positive outlook. They anchor this optimism in the transformative potential of emerging technologies and the ever-evolving landscape of consumer behavior. The driving force for 2024 will be the pursuit of doing more with less. While enterprises anticipate the overall CXM services spend to remain flat or increase moderately in 2024, there is a noticeable surge in the popularity of gen AI / Large Language Models (LLMs), influencing Customer Experience (CX) investments and their potential impact on overall CX operations. Consequently, enterprise expectations from CXM providers have evolved beyond delivery footprint and flexibility to include innovation, technology support, and customer experience. In this report, we present the results of a study conducted in October and November 2023 with senior CX stakeholders from global enterprises. The aim was to understand their thoughts as they planned for 2024. The report examines how leading global enterprises were impacted in 2023 and how they plan to deliver accelerated value with their CXM services in a dynamic world Scope Geography: global Industry: cross-industry Service: CXM Contents In this report, we examine: Top business challenges and priority shifts in 2024 Key themes defining the CXM industry amid geopolitical uncertainty Gen AI adoption Changes to provider portfolios and bill rates Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing CX Excellence Outsourcing Excellence

Introduction Digital Customer Experience Management (CXM) leverages a multi-layered ecosystem of technologies and concepts to provide unparalleled CX. The integration of gen AI and Large Language Models (LLMs) into this dynamic ecosystem enables enterprises to unlock new use cases, leverage advanced technologies, and identify investment opportunities, making operations more effective while enhancing overall CX. In this report, we examine current and upcoming digital technologies and their adoption trends, next-generation digital KPIs, and potential gen AI use cases. We explore gen AI’s impact, analyzing both current enterprise perceptions and future outlook for the digital CXM market, while discussing the evolving role of service providers in navigating this dynamic landscape. Scope All industries and geographies Contents In this report, we: Examine digital CXM and its adoption trends Determine gen AI’s influence on digital CXM and upcoming technology advances in digital CXM Look at enterprise perceptions of gen AI, including current and future outlook and the evolving role of service providers Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

For many years, the African continent has been overlooked as a viable market for Customer Experience Management (CXM) services. However, in recent years, Africa has emerged as a profitable destination for CXM service providers, owing to its rapid economic growth, technological advances, and increasing focus on providing better customer experiences. Enterprises with market presence in North America and Europe are actively partnering with CXM service providers in Africa to satisfy their distinct needs related to CX strategy support, talent management, and digital CX solutions. In this report, we examine the African CXM market, explore the drivers of CXM delivery, and evaluate the evolution of Africa as a buyer geography. The report also assesses 16 leading CXM service providers in Africa, focusing on their capabilities, including delivery capabilities, impact sourcing mix, language coverage, and digital CX capabilities. Scope: All industries Geography: Africa Content: In this research, we examine: The African CXM market CXM market’s growth drivers and delivery in Africa The competitive and impact sourcing landscape An overview of the CXM capabilities of 16 providers, including delivery capabilities, impact sourcing mix, language coverage, and digital CX capabilities Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management

Enterprise adoption of digital tools and technologies for superior Customer Experience (CX) is on the rise. In fact, enterprises are partnering with third-party providers to ease their digital transformation journeys and achieve greater customer satisfaction, propelled by providers’ end-to-end IT capabilities and industry-specific expertise. They are also leveraging digital CX solutions to improve their talent management initiatives including agent experience, agent productivity, and agent retention. With the possibility of recession, enterprises will continue to seek superior digital CX solutions to reduce operational overheads and realize better cost savings. In this report, we examine the different facets of digital Customer Experience Management (CXM), its adoption trends across geographies and industries, the competitive landscape for different providers, key investment themes, strategic partnerships that impact the CXM market, and the trends impacting the future of digital CXM. Scope: All industries and geographies Contents: In this report, we: Study the benefits of digital CXM Provide an overview of digital CXM adoption trends worldwide Discuss the growth and significance of digital CXM for both providers and enterprises Examine the use cases of different digital CXM solutions Discuss the competitive landscape, key winning themes for providers, and the technology provider landscape Explore the future of CXM outsourcing Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing Sourcing and Vendor Management