CX Operations Transformation

CX Operations Transformation

Who is This Market Analysis For?
NelsonHall's ""CX Operations Transformation"" report is a market assessment report designed for:
Sourcing managers investigating ""the art of the possible"" and the perspectives of their peers towards next generation customer service
Vendor marketing, sales and business managers developing strategies to target digital & service transformation opportunities within customer experience
Financial analysts and investors specializing in the IT services and BPS sector.

Key Findings & Highlights
The overall CX services market, excluding collections and content moderation, is ~$82.3bn, posting a stable growth of around 5% CAAGR through 2025 to reach ~$100bn and will include embedded consulting, operational transformation, contact center technology services, cloud migration, automation, and analytics as an integral part of CXS delivery.
The global CX services market is led by Teleperformance, followed by Concentrix, Sitel, TTEC, and Alorica.
The key buy-side drivers for the adoption of CX operations transformation include requirements for improved customer satisfaction, deflection to digital channels, and improved self-service level.
The main challenges to CX operations transformation are applying innovation across the entire CX estate and change management for consistent results. Key success factors for sector organizations looking to outsource CX services are at the sub-segment level.

Scope of the Report
The report is based on interviews with CX services providers and clients. It analyzes the worldwide market for CX Operations Transformation and addresses the following questions:
What is the current and future market for CX services?
What is the market size and projected growth for the CX services?
What is the market size and projected growth for the CX services by geography?
What is the market size and projected growth for the CX services market by client industry?
What are the top drivers for the adoption of the CX services?
What is the current market structure and vendor market shares and how are these changing?
What are the benefits currently achieved by clients of the CX services?
What factors are inhibiting client adoption of the sector CX services?
What are the main CX transformation offerings and services provided by vendors?
What is the current pattern of delivery location and how is this changing?
What are the current pricing mechanisms, KPI, and contract duration pattern and how are these changing?
What are the tools and frameworks used by CX services vendors for transformation delivery and how are these changing?
What are the main external partnerships used by CX services vendors and how are these changing?
What are the selection criteria, challenges and critical success factors for CX services?