The customer experience (CX) landscape is shifting rapidly. Enterprises across the board are realizing the significance of delivering excellent customer service as a competitive differentiator. Hence, this field is gaining more attention and greater investment priority. The CX outsourcing services market is also becoming much more tech-intensive as emerging tools are able to create a seamless and effortless CX while also significantly reducing costs across front- and back-end operations. The adoption of AI, advanced analytics, omnichannel capabilities, natural language processing (NLP), and streamlined security tools plays an important role in this competitive and dynamic market.
Companies are expecting continuous process enhancement and rapid, constant innovation. As organizations must adapt to changing market conditions, they are looking to partner with nimble CX service providers (CXSPs) to speed up time to market. The right mix of people, processes, and technology is the key to success and will help providers bring reliable and agile transformation capabilities to their clients.
Download Frost Radar™ : North American Customer Experience Outsourcing Services Market, 2021 Whitepaper