客戶經驗(CX) 外包服務市場規模、佔有率、成長分析、按服務類型、按支援管道、按最終用戶、按地區 - 行業預測，2025-2032 年

2023年客戶經驗（CX）外包服務的全球市場規模為789.2億美元，從2024年的822.3億美元成長到2032年，預計預測期間（2025-2032年）複合年成長率為4.2%。將成長至1142.9億美元。

對於希望加強核心業務同時最大限度降低成本的公司來說，外包客戶體驗變得至關重要。隨著業務功能變得更加複雜，對外包服務的需求不斷成長，這些服務不僅可以簡化業務，還可以提高客戶服務品質。使用這些服務的公司可以有效平衡相關人員和客戶的需求。由於基本客群不斷擴大，領先公司面臨著應對越來越多的消費者詢問的挑戰，因此他們擴大轉向外包解決方案以保持應對力。相反，沒有資源提供專業客戶服務的小型企業也在推動市場成長。來自大型和小型企業的這種需求證實了在當今的競爭格局中對外包客戶體驗解決方案的日益依賴。

目錄

介紹

• 研究目的
• 調查範圍
• 定義

調查方法

• 資訊採購
• 二手資料和主要資料方法
• 市場規模預測
• 市場假設與限制

執行摘要

• 全球市場展望
• 供需趨勢分析
• 按細分市場的機會分析

市場動態及展望

• 市場概況
• 市場規模
• 市場動態
  • 促進因素和機遇
  • 抑制因素和挑戰
• 波特的分析

主要市場考察

• 關鍵成功因素
• 競爭程度
• 主要投資機會
• 市場生態系統
• 市場吸引力指數（2024年）
• PESTEL分析
• 總體經濟指標
• 價值鏈分析
• 價格分析
• 技術分析
• 監管分析

按服務類型分類的客戶經驗(CX) 外包服務市場規模

• 市場概況
• 入境
• 出站

客戶經驗(CX) 外包服務市場規模：依支援管道分類

• 市場概況
• 聲音的
• 非音訊

客戶經驗(CX) 外包服務市場規模：依最終用戶分類

• 市場概況
• 車
• BFSI
• 衛生保健
• 製造業
• 媒體與娛樂
• 資訊科技和通訊
• 教育
• 零售/電子商務
• 旅遊/酒店
• 其他

客戶經驗（CX）外包服務市場規模

• 北美洲
  • 美國
  • 加拿大
• 歐洲
  • 德國
  • 西班牙
  • 法國
  • 英國
  • 義大利
  • 其他歐洲國家地區
• 亞太地區
  • 中國
  • 印度
  • 日本
  • 韓國
  • 其他亞太地區
• 拉丁美洲
  • 巴西
  • 其他拉丁美洲地區
• 中東/非洲
  • 海灣合作理事會國家
  • 南非
  • 其他中東/非洲

競爭資訊

• 前5名企業對比
• 主要企業市場定位（2024年）
• 主要市場參與者所採取的策略
• 近期市場趨勢
• 公司市場佔有率分析（2024年）
• 主要企業簡介
  • 公司簡介
  • 產品系列分析
  • 按細分市場分類的佔有率分析
  • 收益與前一年同期比較（2022-2024）

主要企業簡介

• 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）

結論和建議

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