India named 2023’s Most Favored Offshore CX Delivery Location
MONTREAL, CANADA — India has been named the most favored offshore customer experience (CX) delivery location for 2023 by market research and consulting firm Ryan Strategic Advisory.
In a survey of 712 contact center decision-makers worldwide, 68% of respondents picked India as their top choice for offshore delivery due to its legacy in customer management and its recent focus on high-quality digital CX management.
Meanwhile, the 2022 title holder, South Africa, fell to second place this year. The Philippines ranked third, Poland in fourth place, and Malaysia and Egypt fifth.
Ryan Strategic Advisory also noted that lacking an American nearshore location in the top five is “the most glaring change in this year’s offshore rankings.”
In Africa, Rwanda remains a popular outsourcing destination for French CX managers for the second year, pointing to a potential niche language play in the country.
Jamaica, Guyana, and Saint Lucia represented the Caribbean in the list as companies effectively combine delivery from the English-speaking region alongside larger offshore deployments in India or South Africa to cater to end-users in the United States, Canada, and Britain.
A significant degree of favorability was also recorded for Slovenia, Croatia, and North Macedonia, as they performed strongly among continental European customer management professionals.
Ryan Strategic Advisory’s report was based on interviews with CX leaders across North America, Western Europe, Japan, and Australia during the second half of Q1 2023. It forms part of the broader 2023 Front Office CX Omnibus Survey, which will be released by the firm soon.
