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.
• 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, a turbulent future economic outlook, and the growing complexity of running CX operations and achieving optimal results will pressure North American organizations to outsource their CX capabilities.
• As organizations adapt to changing demand conditions, they are looking to partner with nimble CX service providers (CXSPs).
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