Global CX outsourcing market to reach $112B by 2030
WESTFORD, UNITED STATES — The global customer experience (CX) outsourcing market is expected to reach $112 billion by 2030, indicating strong growth as companies invest more in CX to stand out.
A recent study released by Skyquest revealed that the market’s key growth drivers include contact center talent gaps, rising cloud-based CX tools enabling flexibility, and access to innovative capabilities like AI.
Current trends dominating the sector include shifting towards CX-focused Business Process Outsourcing (BPO) that transcends traditional support functions. Additionally, there is a noticeable alignment with cloud technologies, an increased emphasis on security, and a transition to outcome-based pricing models.
The shift towards CX outsourcing offers numerous advantages. Businesses can benefit from heightened demand flexibility, access to the latest tools without substantial investment, consistent omnichannel experiences, and the availability of expertise on demand.
Despite these advantages, there are inherent risks associated with CX outsourcing. These include potential loss of customer intimacy, security vulnerabilities, and maintaining clear communication across different organizations.
As such, it becomes imperative for companies to exercise due diligence in vendor selection and governance.
North America and Europe currently lead the market, but the Asia Pacific region is rapidly gaining traction. Industries such as technology, retail, healthcare, and financial services are also at the forefront of adopting CX outsourcing services.
