Amid global disruptions and challenging economic conditions, organizations are prioritizing cost savings, driving the CXM outsourcing industry to play a pivotal role. Service providers are addressing economic downturns across industries and regions by focusing on cost optimization, continuous improvements, and innovation. In this report, we explore the outsourced Customer Experience Management (CXM) market, growth drivers in the Americas, EMEA, and APAC, outsourcing spend globally, service delivery models, emerging locations, and 2023 market outlook. Additionally, we discuss the competitive landscape in light of recent M&As, investment trends, and future trends in the CXM market, including gen AI’s impact.
Scope
All industries and geographies
Contents
In this study, we:
Examine the effects of macroeconomic conditions on CXM outsourcing
Provide an overview of outsourcing trends in the Americas, EMEA, and APAC
Study changes in the competitive landscape, including the impact of recent M&As
Introduction
Digital CustomerExperience 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…
