Global Outsourced CX Market Report: Insights, Trends & Forecast (2019-2023)

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Date: 27-Jan-2020
No. of pages: 116
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The global outsourced customer experience (CX) market is anticipated to reach US$81.5 billion in 2023 growing at a CAGR of 3.51% during the period spanning 2019-2023. Growth in the market was driven by numerous factors such as increasing smartphone users, growing international tourist arrival, big data revolution and rising millennial population. The market also faced certain challenges like lack of information provided to outsourcing companies and language barriers. To overcome these shortcomings and develop the market, certain trends are expected like rise in internet of things (IoT), growing internet using population and expansion in language services market.

The global outsourced CX market by service channel can be segmented into the following: voice/call center, social media, chat/web services, face-to-face/stores, SMS/mobile, e-mail and other. The market in 2018 was dominated by voice/call center channel, followed by social media, chat/web services, face-to-face/stores, SMS/mobile and e-mail.

The global outsourced CX market by region can be segmented into the following regions: North America, EMEA, Asia Pacific and LATAM. In 2018, the market was dominated by North America, which was followed by EMEA, Asia Pacific and LATAM. The North America market is predicted to remain dominated in 2023 due to various factors like improvement in infrastructure facilities and a rise in demand for outsourced CX services from banking, retail and telecom sectors.

Scope of the report:


  • The report provides a comprehensive analysis of the global outsourced customer experience (CX) market.

  • The major outsourced CX regional markets (North America, EMEA, Asia Pacific & LATAM) have been analyzed, along with country coverage of the India and China.

  • The market dynamics such as growth drivers, market trends and challenges are analyzed in-depth.

  • The competitive landscape of the market, along with the company profiles of leading players (Teleperformance, Synnex Corporation (Concentrix), Atento S.A., Sykes Enterprises, TTEC Holdings, Inc. and Startek) are also presented in detail


Key Target Audience:


  • Outsourcer & Outsourcing Firms

  • End Users (Businesses/ Consumers)

  • Consulting Firms

  • Investment Banks

  • Government Bodies & Regulating Authorities

Global Outsourced CX Market Report: Insights, Trends & Forecast (2019-2023)

Table of Contents

1. Market Overview
1.1 Introduction
1.2 Importance of Customer Experience
1.3 Customer Experience in Different Industry Verticals
1.4 Customer Experience Strategy
1.5 Challenges in Effective Customer Experience
1.6 Good Customer Experience Vs Bad Customer Experience
1.7 Ways to Improve Customer Experience
1.8 Methods of Measuring Customer Experience

2. Global CX Market
2.1 Global Outsourced CX Market by Value
2.2 Global Outsourced CX Market Forecast by Value
2.3 Global Outsourced CX Market by Region
2.4 Global Outsourced CX Market by Service Channel
2.4.1 Global Voice/Call Center Outsourced CX Market by Value
2.4.2 Global Voice/Call Center Outsourced CX Market Forecast by Value
2.4.3 Global Social Media Outsourced CX Market by Value
2.4.4 Global Social Media Outsourced CX Market Forecast by Value
2.4.5 Global Chat/Web Services Outsourced CX Market by Value
2.4.6 Global Chat/Web Services Outsourced CX Market Forecast by Value
2.4.7 Global Face-to-Face/Stores Outsourced CX Market by Value
2.4.8 Global Face-to-Face/Stores Outsourced CX Market Forecast by Value
2.4.9 Global SMS/Mobile Outsourced CX Market by Value
2.4.10 Global SMS/Mobile Outsourced CX Market Forecast by Value
2.4.11 Global E-mail Outsourced CX Market by Value
2.4.12 Global E-mail Outsourced CX Market Forecast by Value

3. Regional CX Market
3.1 North America
3.1.1 North America Outsourced CX Market by Value
3.1.2 North America Outsourced CX Market Forecast by Value
3.1.3 North America Outsourced CX Market by End Users
3.1.4 North America Telecom Outsourced CX Market by Value
3.1.5 North America Telecom Outsourced CX Market Forecast by Value
3.1.6 North America BFSI Outsourced CX Market by Value
3.1.7 North America BFSI Outsourced CX Market Forecast by Value
3.1.8 North America Technology Outsourced CX Market by Value
3.1.9 North America Technology Outsourced CX Market Forecast by Value
3.1.10 North America Healthcare Outsourced CX Market by Value
3.1.11 North America Healthcare Outsourced CX Market Forecast by Value
3.1.12 North America Retail Outsourced CX Market by Value
3.1.13 North America Retail Outsourced CX Market Forecast by Value
3.1.14 North America Travel & Hospitality Outsourced CX Market by Value
3.1.15 North America Travel & Hospitality Outsourced CX Market Forecast by Value
3.2 EMEA
3.2.1 EMEA Outsourced CX Market by Value
3.2.2 EMEA Outsourced CX Market Forecast by Value
3.3 Asia Pacific
3.3.1 Asia Pacific Outsourced CX Market by Value
3.3.2 Asia Pacific Outsourced CX Market Forecast by Value
3.3.3 India Outsourced CX Market by Value
3.3.4 India Outsourced CX Market Forecast by Value
3.3.5 China Outsourced CX Market by Value
3.3.6 China Outsourced CX Market Forecast by Value
3.4 LATAM
3.4.1 LATAM Outsourced CX Market by Value
3.4.2 LATAM Outsourced CX Market Forecast by Value

4. Market Dynamics
4.1 Growth Drivers
4.1.1 Upsurge in International Tourist Arrival
4.1.2 Increasing Smartphone Users
4.1.3 Rise in Immigrant Population
4.1.4 Upsurge in Big Data Analytics in Customer Experience
4.1.5 Increasing Millennial Population
4.1.6 Importance of Good Customer Service for Business Growth
4.2 Key Trends & Developments
4.2.1 Expanding Language Services
4.2.2 Rising Internet Users
4.2.3 Surge in Internet of Things (IoT)
4.3 Challenges
4.3.1 Lack of Access to Information
4.3.2 Language Barriers
4.3.3 Changing Expectations for Customer Experience Outsourcers

5. Competitive Landscape
5.1 Global Market
5.1.1 Revenue Comparison- Key Players
5.1.2 Market Capitalization Comparison- Key Players
5.1.3 Market Share – Key Players
5.1.4 Number of Countries of Operations – Key Players

6. Company Profiles
6.1 Teleperformance
6.1.1 Business Overview
6.1.2 Financial Overview
6.1.3 Business Strategies
6.2 Synnex Corporation (Concentrix)
6.2.1 Business Overview
6.2.2 Financial Overview
6.2.3 Business Strategies
6.3 Atento S.A.
6.3.1 Business Overview
6.3.2 Financial Overview
6.3.3 Business Strategies
6.4 Sykes Enterprises
6.4.1 Business Overview
6.4.2 Financial Overview
6.4.3 Business Strategies
6.5 TTEC Holdings, Inc.
6.5.1 Business Overview
6.5.2 Financial Overview
6.5.3 Business Strategies
6.6 Startek
6.6.1 Business Overview
6.6.2 Financial Overview
6.6.3 Business Strategies

List of Charts

Stages of a Customer Journey
Importance of Customer Experience
Customer Experience in Different Industry Verticals
Factors Influencing the Brand’s CX Strategy
Challenges in Effective Customer Experience
Factors Causing Good and Bad Customer Experience
Methods of Measuring Customer Experience
Global Outsourced CX Market by Value (2014-2018)
Global Outsourced CX Market Forecast by Value (2019-2023)
Global Outsourced CX Market by Region (2018)
Global Outsourced CX Market by Service Channel (2018)
Global Voice/Call Center Outsourced CX Market by Value (2014-2018)
Global Voice/Call Center Outsourced CX Market Forecast by Value (2019-2023)
Global Social Media Outsourced CX Market by Value (2014-2018)
Global Social Media Outsourced CX Market Forecast by Value (2019-2023)
Global Chat/Web Services Outsourced CX Market by Value (2014-2018)
Global Chat/Web Services Outsourced CX Market Forecast by Value (2019-2023)
Global Face-to-Face/Stores Outsourced CX Market by Value (2014-2018)
Global Face-to-Face/Stores Outsourced CX Market Forecast by Value (2019-2023)
Global SMS/Mobile Outsourced CX Market by Value (2014-2018)
Global SMS/Mobile Outsourced CX Market Forecast by Value (2019-2023)
Global E-mail Outsourced CX Market by Value (2014-2018)
Global E-mail Outsourced CX Market Forecast by Value (2019-2023)
North America Outsourced CX Market by Value (2014-2018)
North America Outsourced CX Market Forecast by Value (2019-2023)
North America Outsourced CX Market by End Users (2018)
North America Telecom Outsourced CX Market by Value (2014-2018)
North America Telecom Outsourced CX Market Forecast by Value (2019-2023)
North America BFSI Outsourced CX Market by Value (2014-2018)
North America BFSI Outsourced CX Market Forecast by Value (2019-2023)
North America Technology Outsourced CX Market by Value (2014-2018)
North America Technology Outsourced CX Market Forecast by Value (2019-2023)
North America Healthcare Outsourced CX Market by Value (2014-2018)
North America Healthcare Outsourced CX Market Forecast by Value (2019-2023
North America Retail Outsourced CX Market by Value (2014-2018)
North America Retail Outsourced CX Market Forecast by Value (2019-2023)
North America Travel & Hospitality Outsourced CX Market by Value (2014-2018)
North America Travel & Hospitality Outsourced CX Market Forecast by Value (2019-2023)
EMEA Outsourced CX Market by Value (2014-2018)
EMEA Outsourced CX Market Forecast by Value (2019-2023)
Asia Pacific Outsourced CX Market by Value (2014-2018)
Asia Pacific Outsourced CX Market Forecast by Value (2019-2023)
India Outsourced CX Market by Value (2014-2018)
India Outsourced CX Market Forecast by Value (2019-2023)
China Outsourced CX Market by Value (2014-2018)
China Outsourced CX Market Forecast by Value (2019-2023)
LATAM Outsourced CX Market by Value (2014-2018)
LATAM Outsourced CX Market Forecast by Value (2019-2023)
Global International Tourist Arrival (2014-2018)
Global Smartphone Users (2016-2021)
US Immigrant Population as % of Total Population (2014-2018)
Global Big Data Analytics Market in Customer Experience (2014-2020)
Global Millennial Population (2014-2020)
Global Language Services Market (2019-2022)
Global Internet User Population (2015-2021)
Global Internet of Things (IoT) Market (2017-2023)
Key Players - Revenue Comparison (2018)
Key Players – Market Capitalization Comparison (2019)
Global Market Share – Key Players (2018)
Number of Countries of Operations – Key Players (2018)
Teleperformance Revenue and Net Profit (2014-2018)
Teleperformance Revenue by Segment (2018)
Teleperformance Revenue by Region (2018)
Synnex Corporation Revenue & Net Income (2014-2018)
Synnex Corporation Revenue by Segment (2018)
Synnex Corporation Revenue by Region (2018)
Atento S.A. Revenue and Profit (Loss) (2014-2018)
Atento S.A. Revenue by Region (2018)
Sykes Enterprises Revenue & Net Income (2014-2018)
Sykes Enterprises Revenue by Region (2018)
TTEC Holdings, Inc. Revenue & Net Income (2014-2018)
TTEC Holdings, Inc. Revenue by Segment (2018)
TTEC Holdings, Inc. Revenue by Region (2018)
Startek Revenue & Net Income (Loss) (2014-2018)
Startek Revenue by Segment (2018)
Startek Revenue by Region (2018)

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