Global CX Outsourcing Market: Analysis By Deployment Type (On Premise and Cloud), By Industry Vertical (Retail, BFSI, IT & Telecom, Healthcare, Government, Energy & Utilities and Other), By Region, Size and Trends with Impact of COVID-19 and Forecast up t

Global CX Outsourcing Market: Analysis By Deployment Type (On Premise and Cloud), By Industry Vertical (Retail, BFSI, IT & Telecom, Healthcare, Government, Energy & Utilities and Other), By Region, Size and Trends with Impact of COVID-19 and Forecast up to 2028


The global CX outsourcing market was valued at US$98.57 billion in 2023, and is expected to be worth US$152.13 billion in 2028. CX outsourcing, also known as Customer Experience outsourcing, refers to the practice of partnering with external service providers or third-party companies to handle various aspects of a company's customer service and support functions. Outsourcing within the customer experience (CX) management sector has grown at unprecedented rates in the past few years, and it is predicted that a strong growth environment would continue to benefit the market, due to the increasing complexity of implementing new technology. Evolving customer behavior, accelerated by the global pandemic, digital-first business models, and the influence of social media, has created a demand for a consistent, personalized, and omnichannel customer experience. The evolution of CX outsourcing is being significantly influenced by shifts in client demographics, particularly with the increasing presence of start-up and emerging brand companies deeply ingrained in the ""new economy.""

As digitalization continues to gain prominence, enterprises are actively seeking CX outsourcing solutions that encompass multi-channel customer support, adept social media management, and seamless chatbot integration. To meet these demands, CX outsourcing service providers are harnessing cutting-edge technologies like artificial intelligence (AI), cloud computing, and automation, enabling them to deliver highly efficient and effective services to their clientele. This technological progression is poised to be a significant catalyst for the expansion of the CX outsourcing market in the forthcoming years. The CX outsourcing market is determined to grow at a CAGR of 5.80% over the forecasted period of 2023-2028.

Market Segmentation Analysis:

By Deployment Type: The report identifies two segments on the basis of deployment type: On Premise and Cloud. The adoption of cloud-based consumer experience solutions is fueled by SMEs' growing use of cloud computing. Similar to this, the increasing use of cloud-based consumer experience solutions across a variety of industry verticals, including BFSI, healthcare, retail, government, and others, is anticipated to increase demand, and the segment is predicted to grow at the highest CAGR over the course of the forecast period.

By Indutsry Vertical: The report identifies six segments on the basis of industry vertical: Retail, BFSI, IT & Telecom, Healthcare, Government, Energy & Utilities and Other. Retail segment held the highest share in the market in 2022. In an era of rapidly evolving customer behavior, driven by the rise of e-commerce accelerated by the global pandemic, retail companies are increasingly turning to outsourcing for customer support. This demand is fueled by the need to provide consistent, personalized, and omnichannel experiences to customers. With seasonal fluctuations and high expectations for personalized support, retail companies see outsourcing as a cost-effective means to manage customer inquiries effectively during peak shopping seasons.

By Region: In the report, the global CX outsourcing market is divided into four regions: North America, Europe, Asia Pacific, and ROW. The North American region has emerged as a dominant player in the CX outsourcing market. North America is a prominent region in the global CX outsourcing market. It is characterized by a highly developed business landscape, advanced technological infrastructure, and a mature outsourcing industry. North America is at the forefront of technological innovation, making it a hub for companies seeking cutting-edge CX solutions. The integration of AI, automation, and advanced analytics in customer service is a significant driver.

Asia Pacific is expected to grow at a highest rate during the forecasted period. Asia Pacific offers cost-effective labor and operational expenses, making it an ideal destination for businesses seeking to reduce costs while maintaining service quality. The region boasts a vast pool of skilled and educated talent, particularly in countries like India, making it a hub for customer support outsourcing. Moreover, the growing middle-class population in Asia Pacific countries increases the demand for products and services, driving the need for CX outsourcing to manage customer interactions effectively. The region has witnessed an explosion in e-commerce and online retail, making efficient customer support essential for e-commerce companies.

The Latin America region would also continue to offer the best opportunity for growth in CX outsourcing, due to its labor arbitrage and outsourcing maturity. Outsourcing has traditionally favored local operators in the Latin America region, where competition is fragmented compared with the more developed economies of Europe and North America.

Market Dynamics:

Growth Drivers: The market has been growing over the past few years, due to factors such as increasing focus on customer centricity, cost optimization, globalization and multilingual support, data analytics and insights, compliance and regulatory expertise and uninterrupted 24/7 availability. Increasing focus on customer centricity has emerged as a significant growth driver for the Customer Experience (CX) outsourcing market. As businesses recognize the pivotal role of exceptional customer experiences in retaining and attracting customers, they are increasingly outsourcing their CX operations to specialized service providers. CX outsourcing providers leverage advanced technologies, data analytics, and skilled personnel to enhance customer interactions, streamline support, and gather actionable insights. This shift allows companies to stay competitive in a rapidly evolving market while efficiently managing costs.

Challenges: However, some challenges are impeding the growth of the market such as data security and privacy concerns, navigating dynamic consumer preferences and complex data realities, etc. Data security and privacy concerns pose a significant challenge to the Customer Experience (CX) outsourcing market. In an age where data breaches and stringent privacy regulations are prevalent, businesses entrust sensitive customer information to third-party service providers, raising apprehensions about safeguarding data integrity. Ensuring compliance with regulations like GDPR, CCPA, or HIPAA demands meticulous oversight, potentially increasing operational costs. Moreover, the risk of data mishandling or breaches during transmission or storage by outsourcing partners can undermine customer trust and result in severe reputational damage.

Trends: The market is projected to grow at a fast pace during the forecast period, due to AI-powered customer support, hyper-personalization, multichannel and omnichannel support, predictive analytics for customer insights, integration of augmented reality (AR) and virtual reality (VR), rise of gig-enabled support models, etc. AI-Powered Customer Support is a transformative trend in the CX outsourcing market. It involves integrating artificial intelligence and machine learning technologies into customer service operations to enhance efficiency and customer satisfaction. AI-powered chatbots, virtual assistants, and predictive analytics are being increasingly employed to handle routine inquiries, freeing human agents to focus on more complex issues. This trend not only improves response times but also offers 24/7 availability. Additionally, AI-driven sentiment analysis can gauge customer emotions and help address issues before they escalate.

Impact Analysis of COVID-19 and Way Forward:

The COVID-19 pandemic had a dual impact on the CX outsourcing market. Initially, it caused disruptions as many outsourcing centers closed or reduced operations due to lockdowns and safety concerns, affecting service quality for businesses. However, it also accelerated trends in CX outsourcing. The need for remote work pushed providers to adopt digital technologies, helping companies adapt to changing customer demands and reduce costs. Additionally, the pandemic highlighted the importance of CX, driving demand for specialized outsourcing services like digital support, chatbots, and AI-powered solutions.

In the post-COVID era, CX outsourcing is likely to remain a vital strategy for businesses looking to streamline costs, access specialized skills, and adapt to changing customer preferences. Companies now prioritize resilience in their outsourcing partnerships. They seek providers with robust business continuity plans to address potential disruptions, whether from pandemics or other unforeseen events, which would drive the market during the post COVID period.

Competitive Landscape:

The global CX outsourcing market is highly fragmented, with eight major players holding a share around 30% of the global market. Leading companies within the CX outsourcing market are actively engaging in partnerships and investments to leverage innovative technology for augmenting their customer experience offerings. To bolster their market standing, these industry giants are involved in a variety of activities such as acquisitions, strategic alliances, collaborations, and mergers. These companies have a global presence and offer a wide range of services, from customer support to omnichannel solutions. In addition to global leaders, numerous regional and niche players operate in specific geographic markets. They often cater to local businesses and industries, leveraging their understanding of regional cultures and languages.

The key players in the global CX outsourcing market are:

Genpact
Teleperformance SE
Transcom Holding AB
Infosys Limited
TTEC Holdings, Inc.
Majorel
Concentrix Corporation
Atento S.A.
Alorica Inc.
Foundever
VXI Global Solutions
Intouch CX

The competitive landscape of the CX outsourcing market has witnessed significant shifts in recent years. Leading players such as Teleperformance, Concentrix, TTEC, Sitel, Majorel, and Sykes (acquired by Sitel in 2021) have substantially increased their collective global market share. It is believed there would be significant changes in CX outsourcer operations in the coming years, with new economy, technology-based revenue streams appearing. The top CX management outsourcers would engage in heavy M&A spend in order to sustain growth and diversify, and it is expected that AI to provide attractive multiples for CX competitors in the mid-term.

Global CX Outsourcing Market: Analysis By Deployment Type (On Premise and Cloud), By Industry Vertical (Retail, BFSI, IT & Telecom, Healthcare, Government, Energy & Utilities and Other), By Region, Size and Trends with Impact of COVID-19 and Forecast up to 2028 - Report Summary
Report Metrics Details
Years Considered 2018-2028
Base Year 2022
Forecast Period 2023-2028
Page Count 136
Units Referenced US $
Segments/Key Topics By Deployment Type, By Industry Vertical
Regions Covered Asia Pacific (China, Japan, India, and the Rest of the Asia Pacific), North America (The US, Canada, and Mexico), Europe (UK, Germany, France, Spain and the Rest of Europe), Rest of the World
Key Companies Mentioned Genpact, Teleperformance SE, Transcom Holding AB, Infosys Limited, TTEC Holdings, Inc., Majorel, Concentrix Corporation, Atento S.A., Alorica Inc., Foundever, VXI Global Solutions and Intouch CX

Five FAQs about the Report

What is the size of this market?
The global CX outsourcing market in 2022 was valued at US$98.57 billion.

What is the forecasted growth for this market?
The market is expected to reach US$152.13 billion by 2028. The market is expected to grow at a CAGR of 7.50% during the forecast period of 2023-2028.

What are key factors driving this market?
The evolution of CX outsourcing is being significantly influenced by shifts in client demographics, particularly with the increasing presence of start-up and emerging brand companies deeply ingrained in the "new economy." As digitalization continues to gain prominence, enterprises are actively seeking CX outsourcing solutions that encompass multi-channel customer support, adept social media management, and seamless chatbot integration. To meet these demands, CX outsourcing service providers are harnessing cutting-edge technologies like artificial intelligence (AI), cloud computing, and automation, enabling them to deliver highly efficient and effective services to their clientele. This technological progression is poised to be a significant catalyst for the expansion of the CX outsourcing market in the forthcoming years.

How is this market segmented in this report?
In the report, the global CX outsourcing market is segmented on the basis of deployment type (on premise and cloud), and industry vertical (retail, BFSI, IT & telecom, healthcare, government, energy & utilities and other).

What is the definition of this market in this report?
Customer experience (CX) is becoming the primary factor impacting customer loyalty and one of the most relevant business differentiators. The demand for outsourced CX services is growing steadily as end-users demand more responsive, personalized, and engaging experiences. CX outsourcing, also known as Customer Experience outsourcing, refers to the practice of partnering with external service providers or third-party companies to handle various aspects of a company's customer service and support functions. This outsourcing arrangement involves delegating customer-facing tasks, such as phone support, email support, live chat, social media interactions, and other related services, to specialized firms that specialize in delivering high-quality customer experiences.

What are the major influences driving the growth/decline of this market?
The global CX outsourcing market is expected to increase due to the increasing focus on customer centricity, cost optimization, globalization and multilingual support, data analytics and insights, compliance and regulatory expertise and uninterrupted 24/7 availability. However, some challenges are also impeding the growth of the market such as data security and privacy concerns and navigating dynamic consumer preferences and complex data realities.


1. Executive Summary
2. Introduction
2.1 CX Outsourcing: An Overview
2.1.1 Advantages of CX Outsourcing
Table 1: Advantages of CX Outsourcing
2.2 CX Outsourcing Segmentation: An Overview
2.2.1 CX Outsourcing Segmentation
Table 2: CX Outsourcing Segmentation
3. Global Market Analysis
3.1 Global CX Outsourcing Market: An Analysis
3.1.1 Global CX Outsourcing Market: An Overview
3.1.2 Global CX Outsourcing Market by Value
Table 3: Global CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 4: Global CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
3.1.3 Global CX Outsourcing Market by Deployment Type (On Premise & Cloud)
Table 5: Global CX Outsourcing Market by Deployment Type; 2022 (Percentage, %)
3.1.4 Global CX Outsourcing Market by Industry Vertical (Retail, BFSI, IT & Telecom, Healthcare, Government, Energy & Utilities and Other)
Table 6: Global CX Outsourcing Market by Industry Vertical; 2022 (Percentage, %)
3.1.5 Global CX Outsourcing Market by Region
Table 7: Global CX Outsourcing Market by Region; 2022 (Percentage, %)
3.2 Global CX Outsourcing Market: Deployment Type Analysis
3.2.1 Global CX Outsourcing Market by Deployment Type: An Overview
3.2.2 Global On Premise CX Outsourcing Market by Value
Table 8: Global On Premise CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 9: Global On Premise CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
3.2.3 Global Cloud CX Outsourcing Market by Value
Table 10: Global Cloud CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 11: Global Cloud CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
3.3 Global CX Outsourcing Market: Industry Vertical Analysis
3.3.1 Global CX Outsourcing Market by Industry Vertical: An Overview
3.3.2 Global Retail CX Outsourcing Market by Value
Table 12: Global Retail CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 13: Global Retail CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
3.3.3 Global BFSI CX Outsourcing Market by Value
Table 14: Global BFSI CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 15: Global BFSI CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
3.3.4 Global IT & Telecom CX Outsourcing Market by Value
Table 16: Global IT & Telecom CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 17: Global IT & Telecom CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
3.3.5 Global Healthcare CX Outsourcing Market by Value
Table 18: Global Healthcare CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 19: Global Healthcare CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
3.3.6 Global Government, Energy & Utilities CX Outsourcing Market by Value
Table 20: Global Government, Energy & Utilities CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 21: Global Government, Energy & Utilities CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
3.3.7 Global Other CX Outsourcing Industry Verticals Market by Value
Table 22: Global Other CX Outsourcing Industry Verticals Market by Value; 2018-2022 (US$ Billion)
Table 23: Global Other CX Outsourcing Industry Verticals Market by Value; 2023-2028 (US$ Billion)
4. Regional Market Analysis
4.1 North America CX Outsourcing Market: An Analysis
4.1.1 North America CX Outsourcing Market: An Overview
4.1.2 North America CX Outsourcing Market by Value
Table 24: North America CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 25: North America CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.1.3 North America CX Outsourcing Market by Region (The US, Canada & Mexico)
Table 26: North America CX Outsourcing Market by Region; 2022 (Percentage, %)
4.1.4 The US CX Outsourcing Market by Value
Table 27: The US CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 28: The US CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.1.5 Canada CX Outsourcing Market by Value
Table 29: Canada CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 30: Canada CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.1.6 Mexico CX Outsourcing Market by Value
Table 31: Mexico CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 32: Mexico CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.2 Europe CX Outsourcing Market: An Analysis
4.2.1 Europe CX Outsourcing Market: An Overview
4.2.2 Europe CX Outsourcing Market by Value
Table 33: Europe CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 34: Europe CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.2.3 Europe CX Outsourcing Market by Region (United Kingdom, Germany, France, Spain and Rest of the Europe)
Table 35: Europe CX Outsourcing Market by Region; 2022 (Percentage, %)
4.2.4 United Kingdom CX Outsourcing Market by Value
Table 36: United Kingdom CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 37: United Kingdom CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.2.5 Germany CX Outsourcing Market by Value
Table 38: Germany CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 39: Germany CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.2.6 France CX Outsourcing Market by Value
Table 40: France CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 41: France CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.2.7 Spain CX Outsourcing Market by Value
Table 42: Spain CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 43: Spain CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.2.8 Rest of Europe CX Outsourcing Market by Value
Table 44: Rest of Europe CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 45: Rest of Europe CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.3 Asia Pacific CX Outsourcing Market: An Analysis
4.3.1 Asia Pacific CX Outsourcing Market: An Overview
4.3.2 Asia Pacific CX Outsourcing Market by Value
Table 46: Asia Pacific CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 47: Asia Pacific CX Outsourcing Market by Value; 2023-2028
4.3.3 Asia Pacific CX Outsourcing Market by Region (China, Japan, India, and Rest of Asia Pacific)
Table 48: Asia Pacific CX Outsourcing Market by Region; 2022 (Percentage, %)
4.3.4 China CX Outsourcing Market by Value
Table 49: China CX Outsourcing Market by Value, 2018-2022 (US$ Billion)
Table 50: China CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.3.5 Japan CX Outsourcing Market by Value
Table 51: Japan CX Outsourcing Market by Value, 2018-2022 (US$ Billion)
Table 52: Japan CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.3.6 India CX Outsourcing Market by Value
Table 53: India CX Outsourcing Market by Value, 2018-2022 (US$ Billion)
Table 54: India CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.3.7 Rest of Asia Pacific CX Outsourcing Market by Value
Table 55: Rest of Asia Pacific CX Outsourcing Market by Value, 2018-2022 (US$ Billion)
Table 56: Rest of Asia Pacific CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
4.4 Rest of the World CX Outsourcing Market: An Analysis
4.4.1 Rest of the World CX Outsourcing Market: An Overview
4.4.2 Rest of the World CX Outsourcing Market by Value
Table 57: Rest of the World CX Outsourcing Market by Value; 2018-2022 (US$ Billion)
Table 58: Rest of the World CX Outsourcing Market by Value; 2023-2028 (US$ Billion)
5. Impact of COVID-19
5.1 Impact of COVID-19
5.1.1 Impact of COVID-19 on Global CX Outsourcing Market
5.1.2 Post-COVID Scenario
6. Market Dynamics
6.1 Growth Drivers
6.1.1 Increasing Focus on Customer Centricity
6.1.2 Cost Optimization
6.1.3 Globalization and Multilingual Support
6.1.4 Data Analytics and Insights
6.1.5 Compliance and Regulatory Expertise
6.1.6 Uninterrupted 24/7 Availability
6.2 Challenges
6.2.1 Data Security and Privacy Concerns
6.2.2 Navigating Dynamic Consumer Preferences and Complex Data Realities
6.3 Market Trends
6.3.1 AI-Powered Customer Support
Table 59: Global Private Investment in AI; 2013-2021 (US$ Billion)
6.3.2 Predictive Analytics for Customer Insights
6.3.3 Hyper-Personalization
6.3.4 Multichannel and Omnichannel Support
6.3.5 Integration of Augmented Reality (AR) and Virtual Reality (VR)
6.3.6 Rise of Gig-enabled Support Models
7. Competitive Landscape
7.1 Global CX Outsourcing Players by Market Share
Table 60: Global CX Outsourcing Players by Market Share; 2022 (Percentage, %)
8. Company Profiles
8.1 Genpact
8.1.1 Business Overview
8.1.2 Operating Segments
Table 61: Genpact Revenue by Segments; 2023 (Percentage, %)
8.1.3 Business Strategy
8.2 Teleperformance SE
8.2.1 Business Overview
8.2.2 Operating Segments
Table 62: Teleperformance SE Revenues by Segments; 2022 (Percentage, %)
8.2.3 Business Strategy
8.3 Transcom Holding AB
8.3.1 Business Overview
8.3.2 Operating Segments
Table 63: Transcom Holding AB Revenue by Segments; 2022 (Percentage, %)
8.4 Infosys Limited
8.4.1 Business Overview
8.4.2 Operating Segments
Table 64: Infosys Revenue by Segments; 2023 (Percentage, %)
8.4.3 Business Strategy
8.5 TTEC Holdings, Inc.
8.5.1 Business Overview
8.5.2 Operating Segments
Table 65: TTEC Holdings, Inc. Revenue by Segments; 2022 (Percentage, %)
8.5.3 Business Strategy
8.6 Majorel
8.6.1 Business Overview
8.6.2 Operating Regions
Table 66: Majorel Revenue by Regions; 2022 (Percentage, %)
8.6.3 Business Strategy
8.7 Concentrix Corporation
8.7.1 Business Overview
8.7.2 Operating Regions
Table 67: Concentrix Corporation Revenue by Region; 2022 (Percentage, %)
8.7.3 Business Strategy
8.8 Atento S.A.
8.8.1 Business Overview
8.8.2 Operating Segments
Table 68: Atento S.A. Revenue by Segments; 2021 (Percentage, %)
8.8.3 Business Strategy
8.9 Alorica Inc.
8.9.1 Business Overview
8.9.2 Business Strategy
8.10 Foundever
8.10.1 Business Overview
8.10.2 Business Strategy
8.11 VXI Global Solutions
8.11.1 Business Overview
8.11.2 Business Strategy
8.12 Intouch CX
8.12.1 Business Overview
8.12.2 Business Strategy

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