The Customer Experience Management (CXM) industry is witnessing significant disruption in service delivery, as buyers are increasing their focus on digital solutions to reduce costs, optimize operations, and improve Customer Experience (CX). While traditional contact centers primarily relied on voice-based delivery as well as manually-intensive tasks to deliver services, an increasing number of investments are being made in building next-generation contact centers to meet the growing customer expectations. Next-generation contact centers can be characterized by integrated data, multi-channel interactions, and the leverage of digital tools. They also go beyond offering innovation around technology to include other elements such as consulting, design thinking, talent upskilling, and evolving delivery models such as Work-At-Home-Agents (WAHA) to align with the enterprise needs.
Next-generation contact centers, while in high demand, continue to be only a fraction of the traditional Contact Center Outsourcing (CCO) market, which is still driven by scale, location footprint, and voice-based delivery. Thus, there is a huge number of untapped market opportunities in the CXM space, which is attractive to not only the incumbent players, but also to the new providers with differentiated digital CX capabilities. Given these factors, providers that can smoothly transition to a next-generation operating model will witness huge success in the market, while others will face the risk of going off the radar.
This report will assist key stakeholders (buyers, service providers, and technology providers) understand the changing dynamics of the CXM market and help them identify the trends and outlook for 2019-2020. In this backdrop, the report provides insights on the evolving customer needs and the components of a next-generation operating model, emerging solution trends in CXM services to meet the evolving CX needs, CCO market overview and adoption trends, and outlook for 2019-2020. Some of the findings are:
Market Vista-Customer Experience Management (CXM) Services, including Contact Center Outsourcing