The customer experience (CX) outsourcing services landscape will sustain a strong growth trajectory during the next five years. Two drivers will fuel this momentum: the increasing acceptance of CX as a formidable competitive differentiation strategy and undeniable incentives for companies to outsource their CX operations. For the third year in a row, improving CX ranked as the number-one business goal among IT decision-makers (N=1,120) who participated in a Frost & Sullivan survey. Organizations across the board now realize that providing a superior CX is imperative for staying relevant in their industry. This shift is bringing greater attention and investment opportunities to the CX outsourcing services sector.
• High inflation rates, rising wages, and the growing complexity of running CX operations and achieving optimal results will pressure North American organizations to outsource their CX capabilities.
• Companies expect continuous process enhancement and rapid innovation.
• The right mix of people, processes, and technologies is the key to success and will help providers deliver reliable and agile transformation capabilities to their clients.
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