The post-pandemic business environment, marked by economic challenges and geopolitical uncertainties, has slowed the growth of traditional Customer Experience Management (CXM) outsourcing. However, organizations are increasingly embracing digital CXM services, focusing on digital transformation and adopting generative AI. Enterprises are rapidly moving from AI pilot programs to full-scale implementations, recognizing AI's potential to enhance customer interactions, personalization, efficiency, and satisfaction.
This report analyzes the outsourced CXM market, covering adoption trends, regional and industry developments, enterprise priorities, decision-making, and provider performance. It also provides insights into the digital CXM landscape, the progress of generative AI adoption, key investment themes, and emerging trends shaping the future of CXM outsourcing.
Scope
All industries and geographies
Contents
In this study, we:
Analyze evolving enterprise CXM priorities and decision-making
Examine macroeconomic conditions’ effects on CXM outsourcing
Provide an overview of buyer satisfaction and outsourcing trends in the Americas, EMEA, and APAC
Study changes in the competitive landscape
Discuss generative AI adoption’s current state and the future of CXM outsourcing
