AI, customer satisfaction top cost in CX outsourcing strategy: report
TEXAS, UNITED STATES — Customer satisfaction has become the main driver of outsourcing as opposed to the traditional focus on reducing costs, with 84% of the executives choosing customer satisfaction as the most important factor in outsourcing, according to the recently released ‘2025 CX Outsourcing Report.’
This is a significant change in the outsourcing industry, where, recently, value-based partnerships have become more important than conventional cost-based partnerships.
AI capabilities become non-negotiable for vendors
The report shows that artificial intelligence (AI) has become an integral part of the current CX strategies, and 87% of the companies are already using or planning to use AI in their customer experience programs. Also, more than three-quarters (77%) of businesses have made AI capabilities a must-have feature when choosing outsourcing vendors.
“Today, it’s not just about task delegation – it’s about strategic collaboration,” said SupportNinja CEO Craig Crisler. “Companies that integrate AI into their outsourcing strategy are gaining a competitive edge, while those that don’t risk falling behind.”
CX outsourcing evolves beyond basic support
The CX outsourcing is no longer limited to solving simple problems and answering simple support tickets. Instead, it includes managing the entire CX life cycle. The report shows that customer success, customer support, and call center services are the most rapidly developing areas of outsourcing.
Almost all the CX leaders (96%) agree that it is important to partner with companies that can offer value add-ons besides cost. The report also shows that outsourcing will become even more significant in business growth strategy, as 86% of the executives plan to increase the role of outsourcing in scaling their businesses in 2025.
Jacob Moeler, COO and CFO of SupportNinja, commented on this change: “Outsourcing has evolved beyond cost savings. Outsourcing 2.0 drives CX impact, customer retention, and scalability. Companies leading the way treat outsourcing as a strategic advantage, not just a quick operational fix, and other businesses need to pay attention.”
The ‘2025 CX Outsourcing Report’ by SupportNinja, in partnership with CMSWire Insights, demonstrates the fast-changing CX environment with the help of AI, as well as its effect on the outsourcing model and its approach. Over 400 senior leaders were surveyed, including C-suite executives, senior vice presidents, vice presidents, and directors.
SupportNinja is ranked #104 in the newly launched OA500 2025, an objective index of the world’s top outsourcing companies.
