Impact sourcing is the business practice of intentionally hiring and providing career development opportunities to people from marginalized communities. Impact workers belong to economically disadvantaged, socially marginalized, under/unemployed groups, and/or those who are characterized by other disadvantages, which have excluded them from decent livelihoods. This practice is a proven concept that offers a business edge and talent advantage while creating a positive social impact, making it a vital component of the social aspect of Environmental, Social, and Governance (ESG).
In this report, we examine impact sourcing in the Customer Experience Management (CXM) industry and explore the key trends and drivers that have led to an increased demand for impact sourcing. It also highlights the benefits it provides for providers and buyers of Customer Experience (CX) outsourcing services. Additionally, the report offers recommendations for implementing impact sourcing while highlighting the challenges that buyers and providers may face. Moreover, it examines the future outlook for impact sourcing and its potential to transform the outsourcing industry. Enterprises and providers looking to explore the potential of impact sourcing in the services industry to deliver a positive social impact and gain a competitive edge will benefit from this report.

Scope

• Industry: CXM
• Geography: global

Contents

In this report, we examine:

• Key trends and drivers leading to an increased demand for impact sourcing and the significant benefits it offers to both providers and buyers of CX outsourcing services
• Significant impact sourcing initiatives implemented by traditional CXM providers and impact sourcing specialists
• Recommendations for implementing impact sourcing and the challenges that both buyers and providers face
• Future outlook of impact sourcing in the CXM industry
   

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Sourcing and Vendor Management