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Global Customer Experience (CX) Outsourced Market (2023 Edition) - Analysis By Service Channel, End-User, By Region, By Country: Drivers, Trends and Forecast to 2029

  • Report Code : 973722
  • Industry : Services
  • Published On : Aug 2023
  • Pages : 230
  • Publisher : Azoth Analytics
  • Format: WMR PPT FormatWMR PDF Format

Executive Summary

Azoth Analytics has released a research study titled "Global Customer Experience (CX) Outsourced Market (2023 Edition)" which provides a complete analysis of the Global Customer experience (CX) outsourcing Market industry in terms of market segmentation by service channel (Voice/Call Center Outsourced, social media/Chat/Web Outsourced, E-mail Outsourced, Others-Face-to-face, SMS/Mobile) and by End-user (BFSI, Retail & E-commerce, Travel/Hospitality & Cargo, Healthcare, Others - Automotive, Energy & Utilities, Media, Government, Technology, Insurance, Telecom, Video games). The Global Customer Experience (CX) outsourced Market has been analyzed for the historical period of 2019-2022, the estimated year 2023 and the forecast period of 2024-2029. The report analyses the market by Americas (United States, Canada, Brazil, Rest of Americas), Europe (UK, Germany, France, Spain, Rest of Europe), Asia-Pacific (China, Japan, India), Middle East and Africa.

During the forecast period, 2024-2029, the Global Customer Experience (CX) Outsourced Market is expected to expand at a CAGR of ~10%. Major companies in the market have also been coming up with solutions in line with the changing requirements, which has further accelerated the growth of the CX outsourcing industry during the forecast period. The Global Customer Experience (CX) outsourcing Market is expected to generate USD 173.68 Billion by the end of 2029, up from USD 90.87 Billion in 2022. In today's consumer-centric marketplace, there is a steady increase in demand for outsourced CX services. The customer experience (CX) is increasingly prioritized in corporate plans and is still recognized as an independent company responsibility.

Demand for Outsourced CX Services is Growing Steadily in today's consumer-centric marketplace. Customer experience (CX) continues to be recognized as a distinct business function and takes centre stage in many business strategies. Companies have learned during the COVID-19 pandemic that it is more important than ever to have a comprehensive CX and a resilient contact center operation.

Technological Innovations Propel the Customer Experience (CX) Outsourcing Industry

In recent years, the Customer Experience (CX) Outsourcing Market has experienced a profound transformation, driven by rapid technological advancements. From leveraging artificial intelligence (AI) and automation to adopting cloud-based solutions, CX outsourcing providers are capitalizing on the power of technology to revolutionize customer support services. One of the most significant technological developments in the CX outsourcing market is the integration of AI-powered chatbots and virtual assistants. These intelligent tools enable companies to provide instant responses to customer queries, 24/7, significantly improving response times and customer satisfaction. By handling routine inquiries, chatbots free up human agents to focus on more complex and high-value interactions, leading to greater efficiency and cost savings.

Technological developments have become the driving force behind the evolution of the Customer Experience (CX) Outsourcing Market. AI, automation, big data analytics, and cloud-based solutions have transformed the way businesses approach customer support services. As CX outsourcing providers continue to embrace and leverage these innovations, they are poised to deliver even more exceptional and personalized customer experiences, further solidifying the industry's position as a crucial component of modern business strategies.



Scope of the Report

• The report analyses the Global Customer experience (CX) outsourcing Market by Value (USD Billion).

• The report presents the analysis of the Global Customer experience (CX) outsourcing Market for the historical period of 2019-2022, the estimated year 2023 and the forecast period of 2024-2029.

• The report analyses the Global Customer experience (CX) outsourcing Market by service channel (Voice/Call Center Outsourced, social media/Chat/Web Outsourced, E-mail Outsourced, Other (Face-to-face, SMS/Mobile).

• The report analyses the Global Customer experience (CX) outsourcing Market by End-user (BFSI

• Retail & E-commerce, Travel/Hospitality & Cargo, Healthcare, Other (Automotive, Energy & Utilities, Media, Government, Technology, Insurance, Telecom, Video games, etc.).

• The key insights of the report have been presented through the frameworks of SWOT and Porter's Five Forces Analysis. Also, the attractiveness of the market has been presented by region, by service channel, and by end-user.

• Also, the major opportunities, trends, drivers and challenges of the industry have been analyzed in the report.

• The report tracks competitive developments, strategies, mergers and acquisitions and new product development. The companies analysed in the report include Atento, Teleperformance SE, TTEC Holdings, Inc., Startek, Inc., Concentrix Corporation, Webhelp, Majorel, Transcom WorldWide AB, Serco, Syskes Enterprises.

1. Market Background

1.1 Scope and Product Outlook

1.2 Executive Summary

1.3 Research Methodology

2. Strategic Recommendations

2.1 Handling the workforce in a B2B CX environment

2.2 Opting for an appropriate outsourcing model for B2B

3. Global Customer Experience (CX) Outsourced Market: Historic and Forecast (2019-2029)

3.1 Impact Analysis of Macro Economic Factors on Customer Experience (CX) Outsourced Market

3.2 Global Customer Experience (CX) Outsourced Market: Solution Mix

3.3 Global Customer Experience (CX) Outsourced Market: Dashboard

3.4 Global Customer Experience (CX) Outsourced Market: Market Value Assessment, 2019-2029 (USD Billion)

3.5 Impact of COVID-19 on Customer Experience (CX) Outsourced Market

3.6 Global Customer Experience (CX) Outsourced Market Segmentation: By Service Channel

3.6.1 Global Customer Experience (CX) Outsourced Market, By Service Channel Overview

3.6.2 Global Customer Experience (CX) Outsourced Market Size, By Voice/Call Center Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

3.6.3 Global Customer Experience (CX) Outsourced Market Size, By Social Media/Chat/Web Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

3.6.4 Global Customer Experience (CX) Outsourced Market Size, By E-mail Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

3.6.4 Global Customer Experience (CX) Outsourced Market Size, By Other Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

3.7 Global Customer Experience (CX) Outsourced Market Segmentation: By End-user

3.7.1 Global Customer Experience (CX) Outsourced Market, By End-user Overview

3.7.2 Global Customer Experience (CX) Outsourced Market Size, By BFSI, By Value, 2019H-2029F (USD Billion & CAGR)

3.7.3 Global Customer Experience (CX) Outsourced Market Size, By Retail & E-commerce, By Value, 2019H-2029F (USD Billion & CAGR)

3.7.4 Global Customer Experience (CX) Outsourced Market Size, By Travel/Hospitality & Cargo, By Value, 2019H-2029F (USD Billion & CAGR)

3.7.5 Global Customer Experience (CX) Outsourced Market Size, By Healthcare, By Value, 2019H-2029F (USD Billion & CAGR)

3.7.6 Global Customer Experience (CX) Outsourced Market Size, By Other End-user, By Value, 2019H-2029F (USD Billion & CAGR)

4. Global Customer Experience (CX) Outsourced Market, Regional Analysis

4.1 Regional Coverage of the Study

4.2 Regional Snapshot

5. Americas Customer Experience (CX) Outsourced Market: Historic and Forecast (2019-2029)

5.1 Americas Customer Experience (CX) Outsourced Market: Snapshot

5.2 Americas Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

5.3 Americas Customer Experience (CX) Outsourced Market: Key Factors

5.4 Leading CX Brands Country-wise

5.5 CX Management in the Americas: Service Provider Landscape Assessment (2022)

5.6 Americas Customer Experience (CX) Outsourced Market Segmentation: By Service Channel

5.6.1 Americas Customer Experience (CX) Outsourced Market, By Service Channel Overview

5.6.2 Americas Customer Experience (CX) Outsourced Market Size, By Voice/Call Center Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

5.6.3 Americas Customer Experience (CX) Outsourced Market Size, By Social Media/Chat/Web Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

5.6.4 Americas Customer Experience (CX) Outsourced Market Size, By E-mail Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

5.6.5 Americas Customer Experience (CX) Outsourced Market Size, By Other Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

5.7 Americas Customer Experience (CX) Outsourced Market Segmentation: By End-user

5.7.1 Americas Customer Experience (CX) Outsourced Market, By End-user Overview

5.7.2 Americas Customer Experience (CX) Outsourced Market Size, By BFSI, By Value, 2019H-2029F (USD Billion & CAGR)

5.7.3 Americas Customer Experience (CX) Outsourced Market Size, By Retail & E-commerce, By Value, 2019H-2029F (USD Billion & CAGR)

5.7.4 Americas Customer Experience (CX) Outsourced Market Size, By Travel/Hospitality & Cargo, By Value, 2019H-2029F (USD Billion & CAGR)

5.7.5 Americas Customer Experience (CX) Outsourced Market Size, By Healthcare, By Value, 2019H-2029F (USD Billion & CAGR)

5.7.6 Americas Customer Experience (CX) Outsourced Market Size, By Other End-user, By Value, 2019H-2029F (USD Billion & CAGR)

5.8 Americas Customer Experience (CX) Outsourced Market Segmentation: By Country

5.8.1 Americas Customer Experience (CX) Outsourced Market, By Country Overview

5.8.2 United States Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

5.8.2.1 United States Customer Experience (CX) Outsourced Market, By Service Channel

5.8.2.2 United States Customer Experience (CX) Outsourced Market, By End-user

5.8.3 Canada Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

5.8.3.1 Canada Customer Experience (CX) Outsourced Market, By Service Channel

5.8.3.2 Canada Customer Experience (CX) Outsourced Market, By End-user

5.8.4 Brazil Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

5.8.4.1 Brazil Customer Experience (CX) Outsourced Market, By Service Channel

5.8.4.2 Brazil Customer Experience (CX) Outsourced Market, By End-user

5.8.5 Rest of Americas Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

5.8.5.1 Rest of Americas Customer Experience (CX) Outsourced Market, By Service Channel

5.8.5.2 Rest of Americas Customer Experience (CX) Outsourced Market, By End-user

6. Europe Customer Experience (CX) Outsourced Market: Historic and Forecast (2019-2029)

6.1 Europe Customer Experience (CX) Outsourced Market: Snapshot

6.2 Europe Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

6.3 Europe Customer Experience (CX) Outsourced Market: Key Factors

6.4 Leading CX Brands Country-wise & Sectors Served by Enterprises

6.5 CX Management in the EMEA: Service Provider Landscape Assessment (2022)

6.6 Europe Customer Experience (CX) Outsourced Market Segmentation: By Service Channel

6.6.1 Europe Customer Experience (CX) Outsourced Market, By Service Channel Overview

6.6.2 Europe Customer Experience (CX) Outsourced Market Size, By Voice/Call Center Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

6.6.3 Europe Customer Experience (CX) Outsourced Market Size, By Social Media/Chat/Web Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

6.6.4 Europe Customer Experience (CX) Outsourced Market Size, By E-mail Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

6.6.5 Europe Customer Experience (CX) Outsourced Market Size, By Other Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

6.7 Europe Customer Experience (CX) Outsourced Market Segmentation: By End-user

6.7.1 Europe Customer Experience (CX) Outsourced Market, By End-user Overview

6.7.2 Europe Customer Experience (CX) Outsourced Market Size, By BFSI, By Value, 2019H-2029F (USD Billion & CAGR)

6.7.3 Europe Customer Experience (CX) Outsourced Market Size, By Retail & E-commerce, By Value, 2019H-2029F (USD Billion & CAGR)

6.7.4 Europe Customer Experience (CX) Outsourced Market Size, By Travel/Hospitality & Cargo, By Value, 2019H-2029F (USD Billion & CAGR)

6.7.5 Europe Customer Experience (CX) Outsourced Market Size, By Healthcare, By Value, 2019H-2029F (USD Billion & CAGR)

6.7.6 Europe Customer Experience (CX) Outsourced Market Size, By Other End-user, By Value, 2019H-2029F (USD Billion & CAGR)

6.8 Europe Customer Experience (CX) Outsourced Market Segmentation: By Country

6.8.1 Europe Customer Experience (CX) Outsourced Market, By Country Overview

6.8.2 United Kingdom Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

6.8.2.1 United Kingdom Customer Experience (CX) Outsourced Market, By Service Channel

6.8.2.2 United Kingdom Customer Experience (CX) Outsourced Market, By End-user

6.8.3 Germany Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

6.8.3.1 Germany Customer Experience (CX) Outsourced Market, By Service Channel

6.8.3.2 Germany Customer Experience (CX) Outsourced Market, By End-user

6.8.4 France Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

6.8.4.1 France Customer Experience (CX) Outsourced Market, By Service Channel

6.8.4.2 France Customer Experience (CX) Outsourced Market, By End-user

6.8.5 Spain Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

6.8.5.1 Spain Customer Experience (CX) Outsourced Market, By Service Channel

6.8.5.2 Spain Customer Experience (CX) Outsourced Market, By End-user

6.8.6 Rest of Europe Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

6.8.6.1 Rest of Europe Customer Experience (CX) Outsourced Market, By Service Channel

6.8.6.2 Rest of Europe Customer Experience (CX) Outsourced Market, By End-user

7. Asia Pacific Customer Experience (CX) Outsourced Market: Historic and Forecast (2019-2029)

7.1 Asia Pacific Customer Experience (CX) Outsourced Market: Snapshot

7.2 Asia Pacific Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

7.3 Asia Pacific Customer Experience (CX) Outsourced Market: Key Factors

7.4 Leading CX Brands Country-wise

7.5 CX Management in the Asia Pacific: Service Provider Landscape Assessment (2022)

7.6 Asia Pacific Customer Experience (CX) Outsourced Market Segmentation: By Service Channel

7.6.1 Asia Pacific Customer Experience (CX) Outsourced Market, By Service Channel Overview

7.6.2 Asia Pacific Customer Experience (CX) Outsourced Market Size, By Voice/Call Center Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

7.6.3 Asia Pacific Customer Experience (CX) Outsourced Market Size, By Social Media/Chat/Web Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

7.6.4 Asia Pacific Customer Experience (CX) Outsourced Market Size, By E-mail Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

7.6.5 Asia Pacific Customer Experience (CX) Outsourced Market Size, By Other Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

7.7 Asia Pacific Customer Experience (CX) Outsourced Market Segmentation: By End-user

7.7.1 Asia Pacific Customer Experience (CX) Outsourced Market, By End-user Overview

7.7.2 Asia Pacific Customer Experience (CX) Outsourced Market Size, By BFSI, By Value, 2019H-2029F (USD Billion & CAGR)

7.7.3 Asia Pacific Customer Experience (CX) Outsourced Market Size, By Retail & E-commerce, By Value, 2019H-2029F (USD Billion & CAGR)

7.7.4 Asia Pacific Customer Experience (CX) Outsourced Market Size, By Travel/Hospitality & Cargo, By Value, 2019H-2029F (USD Billion & CAGR)

7.7.5 Asia Pacific Customer Experience (CX) Outsourced Market Size, By Healthcare, By Value, 2019H-2029F (USD Billion & CAGR)

7.7.6 Asia Pacific Customer Experience (CX) Outsourced Market Size, By Other End-user, By Value, 2019H-2029F (USD Billion & CAGR)

7.8 Asia Pacific Customer Experience (CX) Outsourced Market Segmentation: By Country

7.8.1 Asia Pacific Customer Experience (CX) Outsourced Market, By Country Overview

7.8.2 China Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

7.8.2.1 China Customer Experience (CX) Outsourced Market, By Service Channel

7.8.2.2 China Customer Experience (CX) Outsourced Market, By End-user

7.8.3 Japan Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

7.8.3.1 Japan Customer Experience (CX) Outsourced Market, By Service Channel

7.8.3.2 Japan Customer Experience (CX) Outsourced Market, By End-user

7.8.4 India Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

7.8.4.1 India Customer Experience (CX) Outsourced Market, By Service Channel

7.8.4.2 India Customer Experience (CX) Outsourced Market, By End-user

7.8.5 Rest of Asia Pacific Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

7.8.5.1 Rest of Asia Pacific Customer Experience (CX) Outsourced Market, By Service Channel

7.8.5.2 Rest of Asia Pacific Customer Experience (CX) Outsourced Market, By End-user

8. Middle East & Africa Customer Experience (CX) Outsourced Market: Historic and Forecast (2019-2029)

8.1 Middle East & Africa Customer Experience (CX) Outsourced Market: Snapshot

8.2 Middle East & Africa Customer Experience (CX) Outsourced Market: Market Size and CAGR, 2019-2029 (USD Billion & CAGR)

8.3 Middle East & Africa Customer Experience (CX) Outsourced Market: Key Factors

8.4 Middle East & Africa Customer Experience (CX) Outsourced Market Segmentation: By Service Channel

8.4.1 Middle East & Africa Customer Experience (CX) Outsourced Market, By Service Channel Overview

8.4.2 Middle East & Africa Customer Experience (CX) Outsourced Market Size, By Voice/Call Center Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

8.4.3 Middle East & Africa Customer Experience (CX) Outsourced Market Size, By Social Media/Chat/Web Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

8.4.4 Middle East & Africa Customer Experience (CX) Outsourced Market Size, By E-mail Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

8.4.5 Middle East & Africa Customer Experience (CX) Outsourced Market Size, By Other Outsourced, By Value, 2019H-2029F (USD Billion & CAGR)

8.5 Middle East & Africa Customer Experience (CX) Outsourced Market Segmentation: By End-user

8.5.1 Middle East & Africa Customer Experience (CX) Outsourced Market, By End-user Overview

8.5.2 Middle East & Africa Customer Experience (CX) Outsourced Market Size, By BFSI, By Value, 2019H-2029F (USD Billion & CAGR)

8.5.3 Middle East & Africa Customer Experience (CX) Outsourced Market Size, By Retail & E-commerce, By Value, 2019H-2029F (USD Billion & CAGR)

8.5.4 Middle East & Africa Customer Experience (CX) Outsourced Market Size, By Travel/Hospitality & Cargo, By Value, 2019H-2029F (USD Billion & CAGR)

8.5.5 Middle East & Africa Customer Experience (CX) Outsourced Market Size, By Healthcare, By Value, 2019H-2029F (USD Billion & CAGR)

8.5.6 Middle East & Africa Customer Experience (CX) Outsourced Market Size, By Other End-user, By Value, 2019H-2029F (USD Billion & CAGR)

9. Market Dynamics

9.1 Impact Assessment of Market Dynamics on Global Customer Experience (CX) Outsourced Market

9.2 Drivers

9.3 Restraints

9.4 Trends

10. Industry Ecosystem Analysis

10.1 Macro-Economic Factor Assessment

10.2 Value Chain Analysis

10.3 Porter's Five Forces Model

11. Competitive Positioning

11.1 Companies' Product Positioning

11.2 Market Position Matrix

11.3 Client Concentration by Major Key Players : Customer Experience (CX) Outsourced Market

11.4 Global Customer Experience (CX) Outsourced Market: Top 10 market players & Teleperformance's AI implementation experience

11.5 Market Share Analysis of Customer Experience (CX) Outsourced Screening Market

11.6 Company Profiles

11.6.1 Atento

11.6.2 Teleperformance SE

11.6.3 TTEC Holdings, Inc.

11.6.4 Startek, Inc.

11.6.5 Concentrix Corporation

11.6.6 Webhelp

11.6.7 Majorel

11.6.8 Transcom WorldWide AB

11.6.9 Serco

11.6.10 Syskes Enterprises

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