Customer experience BPO market to hit $200Bn by 2030 — Grand View Research
CALIFORNIA, UNITED STATES — The customer experience (CX) business process outsourcing (BPO) industry is projected to expand at an 11.9% compound annual growth rate (CAGR) from 2024 to 2030, reaching nearly $199.83 billion.
According to a report by Grand View Research, the market’s key drivers include reduced costs, improved service quality, and increased flexibility that CX BPO provides.
Businesses are also increasingly adopting technologies like automation, cloud computing, and artificial intelligence (AI) to boost efficiency and profitability.
CX BPO vendors utilize innovations like voice recognition and chatbots to swiftly and accurately manage customer issues. With AI, BPO firms can work faster, execute better, and deliver top-notch service at a reasonable cost.
Consumer journey mapping further helps businesses understand customer engagement. Recent voice recognition advancements also let BPO companies significantly cut expenses, improve productivity, and enhance customer service.
The outbound services segment will see the fastest growth at a CAGR of 14.5% through 2030. Technological advancements like AI analytics, cloud platforms, and integrated CRM systems allow BPO providers to create better customer experiences.
The nearshore outsourcing type will also expand considerably through 2030. Nearshore locations provide access to skilled professionals to support functions like sales, customer service, and back-office operations.
Meanwhile, the non-voice segment will register over 13% CAGR as AI-powered chatbots and virtual assistants enable 24/7 self-service and context-aware personalized engagements across digital channels.
Geographically, the Asia Pacific BPO market will grow the fastest over the forecast period, exhibiting a 13.8% CAGR. Supportive governmental digitalization initiatives, rising smart city projects, and increased penetration by global players drive robust regional growth.
