Summary

Customer Experience Business Process Outsourcing Market Growth & Trends

The global customer experience business process outsourcing market is anticipated to reach USD 199.83 billion by 2030 and is projected to grow at a CAGR of 11.9% from 2024 to 2030, according to a new report by Grand View Research, Inc. CX BPO involves the contracting of customer experience operations and responsibilities of specific business functions to an external service provider. The rise in demand for CX BPO services can be attributed to benefits such as reduced costs, enhanced service quality, and increased flexibility. Furthermore, businesses are increasingly focusing on new technologies such as social networking, enhanced cloud computing & security, and process automation to reduce operational costs and improve profitability. CX BPO services can further improve the efficiency of the services offered by end-user businesses by leveraging the benefits of these emerging technologies, thus, driving the growth of the market.

Customer experience BPO vendors can also utilize voice recognition and chatbots to manage customer service issues swiftly, effectively, and accurately. Customer experience BPO organizations can work more quickly, execute better, and produce top-notch outcomes at a reasonable cost with artificial intelligence. Consumer journey mapping can also help businesses better identify all the situations and modes of engagement their potential customers go through. Voice recognition has recently undergone advancements and breakthroughs, enabling BPO firms to cut costs significantly, increase productivity, and improve customer service. Thus, driving the growth of the market.

Increasing demand for CX BPO services is encouraging various market players to expand their service portfolios and customer bases by adopting various business strategies. For instance, in September 2023, private investment firm Skyview Capital acquired Faneuil, LLC, a BPO firm that specializes in technical support and customer experience services for the healthcare, government, and public utilities industries. This strategic acquisition would assist Skyview Capital in strengthening its market position in the global CX BPO market and increasing its customer base. Furthermore, in September 2023, DATAMARK, Inc., a global contact center BPO firm, joined the partner ecosystem of the cloud-based contact center platform provider SuccessKPI, Inc. to assist enterprise businesses in their migration to cloud contact centers. Owing to this partner ecosystem, DATAMARK, Inc.’s customers would be able to deploy SuccessKPI, Inc.’s cloud-based platform and improve their customer satisfaction.

Customer Experience Business Process Outsourcing Market Report Highlights

• The outbound service type segment is anticipated to register the fastest CAGR from 2024 to 2030 in the market. Technological advancements and digitization initiatives are crucial for the growth and evolution of the outbound segment. CX BPO providers use several modern technologies, such as AI-driven analytics, predictive dialing technicians, cloud-based platforms, and integrated CRM systems, to improve operational efficiency, optimize workflows, and create improved customer experiences

• The nearshore outsourcing type segment is expected to grow at a significant CAGR in the forecast period. A large number of recent graduates, certified professionals, and seasoned specialists can be accessed in nearshore outsourcing locations such as Mexico, Colombia, Poland, and Romania. These staff members can support various business functions, such as sales, customer service, technical support, and back-office operations

• Non-voice segment is anticipated to register notable CAGR from 2024 to 2030. Chatbots, virtual assistants, and conversational agents, driven by AI, are enabling real-time question response; 24-hour customer assistance; and dynamic, context-aware engagements across digital channels. The rise of data-driven personalization and hyper-personalized engagement strategies is expected to determine the future of the non-voice segment, allowing organizations and BPO providers to customize conversations across diverse digital channels

• The Asia Pacific region is anticipated to grow at the fastest CAGR over the forecast period. Supportive government initiatives for digitalization, rising smart city projects, and significant penetration by global market players are some of the prominent factors driving the Asia Pacific market growth

• In June 2023, Alorica, Inc., customer experience solutions provider, partnered with Sanas, a developer of artificial intelligence linguistic translation software, to integrate real-time accent translation capabilities into Alorica, Inc.'s worldwide customer experience product. Through this collaboration, Alorica, Inc. aims to address communication issues created by varying dialects and accents throughout its global operations. Sanas' technology improves comprehension and fluency in many languages, allowing customer support representatives to choose the most understandable accent in real time, assuring authentic and clear interactions.

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Table of Contents

Table of Contents

Chapter 1. Methodology and Scope
1.1. Market Segmentation and Scope
1.2. Market Definitions
1.3. Research Methodology
1.3.1. Information Procurement
1.3.2. Information or Data Analysis
1.3.3. Market Formulation & Data Visualization
1.3.4. Data Validation & Publishing
1.4. Research Scope and Assumptions
1.4.1. List of Data Sources
Chapter 2. Executive Summary
2.1. Market Outlook
2.2. Segment Outlook
2.3. Competitive Insights
Chapter 3. Customer Experience Business Process Outsourcing Market Variables, Trends, & Scope
3.1. Market Introduction/Lineage Outlook
3.2. Industry Value Chain Analysis
3.3. Market Dynamics
3.3.1. Market Drivers Analysis
3.3.2. Market Restraints Analysis
3.3.3. Market Opportunity Analysis
3.4. Customer Experience Business Process Outsourcing Market Analysis Tools
3.4.1. Porter’s Analysis
3.4.1.1. Bargaining power of the suppliers
3.4.1.2. Bargaining power of the buyers
3.4.1.3. Threats of substitution
3.4.1.4. Threats from new entrants
3.4.1.5. Competitive rivalry
3.4.2. PESTEL Analysis
3.4.2.1. Political landscape
3.4.2.2. Economic and Social landscape
3.4.2.3. Technological landscape
3.4.2.4. Environmental landscape
3.4.2.5. Legal landscape
Chapter 4. Customer Experience Business Process Outsourcing Market: Service Type Estimates & Trend Analysis
4.1. Segment Dashboard
4.2. Customer Experience Business Process Outsourcing Market: Service Type Movement Analysis, USD Billion, 2023 & 2030
4.3. Inbound
4.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
4.4. Outbound
4.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
Chapter 5. Customer Experience Business Process Outsourcing Market: Outsourcing Type Estimates & Trend Analysis
5.1. Segment Dashboard
5.2. Customer Experience Business Process Outsourcing Market: Outsourcing Type Movement Analysis, USD Billion, 2023 & 2030
5.3. Onshore
5.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
5.4. Offshore
5.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
5.5. Nearshore
5.5.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
Chapter 6. Customer Experience Business Process Outsourcing Market: Support Channel Estimates & Trend Analysis
6.1. Segment Dashboard
6.2. Customer Experience Business Process Outsourcing Market: Support Channel Movement Analysis, USD Billion, 2023 & 2030
6.3. Voice
6.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
6.4. Non-voice
6.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
6.4.2. Chats
6.4.2.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
6.4.3. Email
6.4.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
6.4.4. Others
6.4.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
Chapter 7. Customer Experience Business Process Outsourcing Market: End-use Estimates & Trend Analysis
7.1. Segment Dashboard
7.2. Customer Experience Business Process Outsourcing Market: End-use Movement Analysis, USD Billion, 2023 & 2030
7.3. Automotive
7.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
7.4. BFSI
7.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
7.5. Healthcare
7.5.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
7.6. Manufacturing
7.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
7.7. Media & Entertainment
7.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
7.8. IT & Telecommunications
7.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
7.9. Education
7.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
7.10. Retail
7.10.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
7.11. Travel & Hospitality
7.11.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
7.12. E-commerce
7.12.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
7.13. Others
7.13.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
Chapter 8. Customer Experience Business Process Outsourcing Market: Regional Estimates & Trend Analysis
8.1. Customer Experience Business Process Outsourcing Market Share by Region, 2023 & 2030 (USD Billion)
8.2. North America
8.2.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.2.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.2.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.2.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.2.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.2.6. U.S.
8.2.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.2.6.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.2.6.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.2.6.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.2.6.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.2.7. Canada
8.2.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.2.7.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.2.7.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.2.7.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.2.7.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.3. Europe
8.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.3.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.3.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.3.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.3.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.3.6. UK
8.3.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.3.6.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.3.6.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.3.6.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.3.6.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.3.7. Germany
8.3.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.3.7.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.3.7.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.3.7.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.3.7.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.3.8. France
8.3.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.3.8.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.3.8.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.3.8.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.3.8.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.4. Asia Pacific
8.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.4.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.4.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.4.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.4.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.4.6. China
8.4.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.4.6.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.4.6.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.4.6.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.4.6.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.4.7. India
8.4.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.4.7.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.4.7.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.4.7.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.4.7.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.4.8. Japan
8.4.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.4.8.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.4.8.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.4.8.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.4.8.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.4.9. Australia
8.4.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.4.9.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.4.9.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.4.9.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.4.9.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.4.10. South Korea
8.4.10.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.4.10.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.4.10.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.4.10.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.4.10.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.5. Latin America
8.5.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.5.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.5.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.5.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.5.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.5.6. Brazil
8.5.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.5.6.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.5.6.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.5.6.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.5.6.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.5.7. Mexico
8.5.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.5.7.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.5.7.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.5.7.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.5.7.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.6. Middle East & Africa
8.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.6.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.6.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.6.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.6.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.6.6. UAE
8.6.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.6.6.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.6.6.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.6.6.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.6.6.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.6.7. Saudi Arabia
8.6.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.6.7.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.6.7.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.6.7.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.6.7.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
8.6.8. South Africa
8.6.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
8.6.8.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
8.6.8.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
8.6.8.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
8.6.8.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
Chapter 9. Competitive Landscape
9.1. Recent Developments & Impact Analysis by Key Market Participants
9.2. Company Categorization
9.3. Company Market Share Analysis
9.4. Company Heat Map Analysis
9.5. Strategy Mapping
9.5.1. Expansion
9.5.2. Mergers & Acquisition
9.5.3. Partnerships & Collaborations
9.5.4. New Product Launches
9.5.5. Research And Development
9.6. Company Profiles
9.6.1. Accenture Plc
9.6.1.1. Participant’s Overview
9.6.1.2. Financial Performance
9.6.1.3. Product Benchmarking
9.6.1.4. Recent Developments
9.6.2. Automatic Data Processing, Inc.
9.6.2.1. Participant’s Overview
9.6.2.2. Financial Performance
9.6.2.3. Product Benchmarking
9.6.2.4. Recent Developments
9.6.3. Cognizant
9.6.3.1. Participant’s Overview
9.6.3.2. Financial Performance
9.6.3.3. Product Benchmarking
9.6.3.4. Recent Developments
9.6.4. Concentrix Corporation
9.6.4.1. Participant’s Overview
9.6.4.2. Financial Performance
9.6.4.3. Product Benchmarking
9.6.4.4. Recent Developments
9.6.5. Firstsource Solutions
9.6.5.1. Participant’s Overview
9.6.5.2. Financial Performance
9.6.5.3. Product Benchmarking
9.6.5.4. Recent Developments
9.6.6. Fusion BPO Services Group
9.6.6.1. Participant’s Overview
9.6.6.2. Financial Performance
9.6.6.3. Product Benchmarking
9.6.6.4. Recent Developments
9.6.7. Genpact
9.6.7.1. Participant’s Overview
9.6.7.2. Financial Performance
9.6.7.3. Product Benchmarking
9.6.7.4. Recent Developments
9.6.8. Infosys Limited
9.6.8.1. Participant’s Overview
9.6.8.2. Financial Performance
9.6.8.3. Product Benchmarking
9.6.8.4. Recent Developments
9.6.9. International Business Machines Corporation
9.6.9.1. Participant’s Overview
9.6.9.2. Financial Performance
9.6.9.3. Product Benchmarking
9.6.9.4. Recent Developments
9.6.10. Tata Consultancy Services
9.6.10.1. Participant’s Overview
9.6.10.2. Financial Performance
9.6.10.3. Product Benchmarking
9.6.10.4. Recent Developments
9.6.11. Teleperformance
9.6.11.1. Participant’s Overview
9.6.11.2. Financial Performance
9.6.11.3. Product Benchmarking
9.6.11.4. Recent Developments
9.6.12. TELUS International
9.6.12.1. Participant’s Overview
9.6.12.2. Financial Performance
9.6.12.3. Product Benchmarking
9.6.12.4. Recent Developments
9.6.13. Unity Communications
9.6.13.1. Participant’s Overview
9.6.13.2. Financial Performance
9.6.13.3. Product Benchmarking
9.6.13.4. Recent Developments
9.6.14. Wipro Enterprises Private Limited
9.6.14.1. Participant’s Overview
9.6.14.2. Financial Performance
9.6.14.3. Product Benchmarking
9.6.14.4. Recent Developments
9.6.15. WNS Global
9.6.15.1. Participant’s Overview
9.6.15.2. Financial Performance
9.6.15.3. Product Benchmarking
9.6.15.4. Recent Developments