客户经验(CX) 外包服务市场规模、份额、成长分析、按服务类型、按支援管道、按最终用户、按地区 - 行业预测，2025-2032 年

2023年客户经验（CX）外包服务的全球市场规模为789.2亿美元，从2024年的822.3亿美元成长到2032年，预计预测期间（2025-2032年）复合年增长率为4.2%。将增长至1142.9亿美元。

对于希望加强核心业务同时最大限度降低成本的公司来说，外包客户体验变得至关重要。随着业务功能变得更加复杂，对外包服务的需求不断增长，这些服务不仅可以简化业务，还可以提高客户服务品质。使用这些服务的公司可以有效平衡相关人员和客户的需求。由于基本客群不断扩大，领先公司面临着应对越来越多的消费者询问的挑战，因此他们越来越多地转向外包解决方案以保持应对力。相反，没有资源提供专业客户服务的小型企业也在推动市场成长。来自大型和小型企业的这种需求证实了在当今的竞争格局中对外包客户体验解决方案的日益依赖。

目录

介绍

• 研究目的
• 调查范围
• 定义

调查方法

• 资讯采购
• 二手资料和主要资料方法
• 市场规模预测
• 市场假设与限制

执行摘要

• 全球市场展望
• 供需趋势分析
• 按细分市场的机会分析

市场动态及展望

• 市场概况
• 市场规模
• 市场动态
  • 驱动因素和机会
  • 抑制因素和挑战
• 波特的分析

主要市场考察

• 关键成功因素
• 竞争程度
• 主要投资机会
• 市场生态系统
• 市场吸引力指数（2024年）
• PESTEL分析
• 总体经济指标
• 价值链分析
• 价格分析
• 技术分析
• 监管分析

按服务类型分類的客户经验(CX) 外包服务市场规模

• 市场概况
• 入境
• 出站

客户经验(CX) 外包服务市场规模：依支援管道划分

• 市场概况
• 声音的
• 非音讯

客户经验(CX) 外包服务市场规模：依最终用户划分

• 市场概况
• 车
• BFSI
• 卫生保健
• 製造业
• 媒体与娱乐
• 资讯科技和通讯
• 教育
• 零售/电子商务
• 旅游/酒店
• 其他的

客户经验（CX）外包服务市场规模

• 北美洲
  • 美国
  • 加拿大
• 欧洲
  • 德国
  • 西班牙
  • 法国
  • 英国
  • 义大利
  • 其他欧洲国家地区
• 亚太地区
  • 中国
  • 印度
  • 日本
  • 韩国
  • 其他亚太地区
• 拉丁美洲
  • 巴西
  • 其他拉丁美洲地区
• 中东/非洲
  • 海湾合作委员会国家
  • 南非
  • 其他中东/非洲

竞争资讯

• 前5名企业对比
• 主要企业市场定位（2024年）
• 主要市场参与者所采取的策略
• 近期市场趋势
• 公司市场占有率分析（2024年）
• 主要企业简介
  • 公司简介
  • 产品系列分析
  • 按细分市场分類的份额分析
  • 收益与前一年同期比较（2022-2024）

主要企业简介

• Accenture plc（Ireland）
• Alorica Inc.（US）
• Convergys Corporation（US）
• Genpact Limited（India）
• Sitel Group（France）
• Teleperformance SE（France）
• Transcom Worldwide AB（Sweden）
• Aegis Ltd.（India）
• Arvato AG（Germany）
• Atento SA（Spain）
• HCL Technologies Limited（India）
• Infosys Limited（India）
• Sykes Enterprises, Incorporated（US）
• TTEC Holdings, Inc.（US）
• VXI Global Solutions LLC（US）
• Webhelp SA（France）
• Wipro Limited（India）
• 24-7 Intouch Holdings Ltd.（Canada）
• Capgemini SE（France）
• Concentrix Corporation（US）

结论和建议

Global Customer Experience (CX) Outsourcing Services Market size was valued at USD 78.92 billion in 2023 and is poised to grow from USD 82.23 billion in 2024 to USD 114.29 billion by 2032, growing at a CAGR of 4.2% during the forecast period (2025-2032).

Outsourcing customer experience is becoming essential for businesses looking to enhance their core operations while minimizing costs. The rising intricacies of business functions have spurred demand for outsourcing services, which not only streamline operations but also elevate customer service quality. Companies utilizing these services can balance stakeholder and customer needs effectively. Major corporations, facing challenges in addressing growing consumer inquiries due to their expanding customer base, are increasingly turning to outsourcing solutions to maintain responsiveness. Conversely, small and medium-sized enterprises, often lacking the resources for specialized customer service, also drive market growth. This convergence of demand from both large and smaller businesses underscores the increasing reliance on outsourced customer experience solutions in today's competitive landscape.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Customer Experience (Cx) Outsourcing Services market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global Customer Experience (Cx) Outsourcing Services Market Segmental Analysis

Global Customer Experience (CX) Outsourcing Services Market is segmented by service type, support channel, end-user and region. Based on service type, the market is segmented into inbound and outbound. Based on support channel, the market is segmented into voice and non-voice. Based on end-user, the market is segmented into automotive, BFSI, healthcare, manufacturing, media & entertainment, IT & telecommunications, education, retail & e-commerce, travel & hospitality and others. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global Customer Experience (Cx) Outsourcing Services Market

The growth of the Global Customer Experience (CX) Outsourcing Services market is significantly driven by advancements in technology. As businesses respond to the rising expectation for enhanced customer interactions, they are increasingly adopting innovative solutions. This sector is attracting substantial investment, highlighting its profit potential and, consequently, its importance to stakeholders. In this fiercely competitive landscape, leveraging technologies such as artificial intelligence, sophisticated analytics, omnichannel support, and robust security measures is essential. A prime example is Amazon's introduction of "NOW" customer service, designed to provide rapid responses to consumer inquiries by utilizing state-of-the-art technology.

Restraints in the Global Customer Experience (Cx) Outsourcing Services Market

The growth of the Global Customer Experience (CX) Outsourcing Services market is facing significant restraints due to heightened regulatory compliance requirements and increasing concerns over data privacy. As digital platform usage rises, apprehensions regarding data security and privacy escalate, primarily due to the surge in cybercrime and data theft that adversely affect consumer experience. In response to escalating data breaches, governments worldwide, including the European Union's implementation of the General Data Protection Regulation and California's Consumer Privacy Act, have enacted stricter data protection laws. Additional regulations, such as the Family Educational Rights and Privacy Act (FERPA) and the Health Insurance Portability and Accountability Act (HIPAA), also mandate careful handling of sensitive customer information, making it essential for CX solution vendors to navigate these regulations. Consequently, these compliance challenges are expected to hinder market growth.

Market Trends of the Global Customer Experience (Cx) Outsourcing Services Market

The Global Customer Experience (Cx) Outsourcing Services market is witnessing a significant trend towards the incorporation of virtual assistants as a transformative tool for enhancing client engagement. Utilizing advanced analytics and historical customer insights, these AI-driven virtual assistants, such as Amazon's Alexa and Apple's Siri, provide 24/7 multilingual support and accelerate response times, thereby automating customer interactions and streamlining operations. Companies like SAP SE, Salesforce, and Oracle Corporation are leading this shift by developing tailored virtual assistants that analyze consumer sentiment and recommend personalized experiences. This growing reliance on automation and AI in customer service is expected to bolster demand for Cx outsourcing solutions in the coming years.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

• Information Procurement
• Secondary & Primary Data Methods
• Market Size Estimation
• Market Assumptions & Limitations

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Degree of Competition
• Top Investment Pockets
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Pricing Analysis
• Technology Analysis
• Regulatory Analysis

Global Customer Experience (CX) Outsourcing Services Market Size by Service Type & CAGR (2025-2032)

• Market Overview
• Inbound
• Outbound

Global Customer Experience (CX) Outsourcing Services Market Size by Support Channel & CAGR (2025-2032)

• Market Overview
• Voice
• Non-Voice

Global Customer Experience (CX) Outsourcing Services Market Size by End-User & CAGR (2025-2032)

• Market Overview
• Automotive
• BFSI
• Healthcare
• Manufacturing
• Media & Entertainment
• IT & Telecommunications
• Education
• Retail & E-Commerce
• Travel & Hospitality
• Others

Global Customer Experience (CX) Outsourcing Services Market Size & CAGR (2025-2032)

• North America (Service Type, Support Channel, End-User)
  • US
  • Canada
• Europe (Service Type, Support Channel, End-User)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Service Type, Support Channel, End-User)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Service Type, Support Channel, End-User)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Service Type, Support Channel, End-User)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• Accenture plc (Ireland)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Alorica Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Convergys Corporation (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Genpact Limited (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Sitel Group (France)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Teleperformance SE (France)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Transcom Worldwide AB (Sweden)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Aegis Ltd. (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Arvato AG (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Atento S.A. (Spain)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• HCL Technologies Limited (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Infosys Limited (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Sykes Enterprises, Incorporated (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• TTEC Holdings, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• VXI Global Solutions LLC (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Webhelp SA (France)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Wipro Limited (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• 24-7 Intouch Holdings Ltd. (Canada)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Capgemini SE (France)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Concentrix Corporation (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations