North America Customer Experience Outsourcing Service Provider Benchmarking Report 2021: Top 18 Companies by Market Scope, User Adoption, Growth Rate, Product Innovation and by CX –


DUBLIN–(BUSINESS WIRE)–The North American Customer Experience Outsourcing Services Market 2021: Frost Radar Report has been added to from offer.

The customer experience (CX) landscape is changing rapidly. Businesses at all levels are realizing the importance of providing excellent customer service as a competitive differentiator. Therefore, this area is gaining more attention and higher investment priority.

The market for CX outsourcing services is also becoming much more technological as emerging tools are able to create seamless and effortless CX while dramatically reducing the cost of front-end and back-end operations. The adoption of AI, advanced analytics, omnichannel capabilities, natural language processing (NLP) and simplified security tools plays a significant role in this competitive and dynamic market.

Despite the COVID-19 pandemic, the North American CX outsourcing services industry has witnessed notable growth. Two factors are crucial to understanding this positive trend. First, as social distancing measures limited face-to-face encounters, relationships between brands and consumers became predominantly virtual, driving demand for contact centers and remote CX services.

Second, the pandemic has brought new challenges for in-house contact center operations, including managing key operations remotely, implementing multiple technologies to facilitate the work-from-home (WFH) model, and significant investments needed. to provide high-quality CX. Consequently, an increasing number of companies have started to outsource the bulk of their CX practices, which has opened up major growth opportunities for business process outsourcing (BPO) providers.

In a highly fragmented market of over 200 organizations, the publisher independently plotted the top 18 companies in terms of market reach, user adoption, growth rate, product innovation and customer experience . The analysis is based on a set of 10 criteria, as follows.

The Growth Index (GI) is a measure of a company’s growth performance and track record, and its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective sales and marketing strategies focused on the market, competitors and the end user.

The key components of this index include:

  • GI1: Market share (previous 3 years)

  • GI2: Revenue growth (last 3 years)

  • GI3: Growth pipeline

  • IG4: Vision and strategy

  • IG5: Sales and Marketing

Innovation Index (II) is a measure of a company’s ability to develop products/services/solutions (with a clear understanding of disruptive mega-trends) that are globally applicable, capable of scaling and expand to serve multiple markets and that are aligned with customers. ‘ changing needs.

The key components of this index include:

  • II1: Scalability of innovation

  • II2: Research and Development

  • II3: Product portfolio

  • II4: Leverage effect of mega trends

  • II5: Customer alignment

Companies in action

  • [24]
  • Alorica

  • Arise

  • Concentrix

  • leads

  • First Source

  • Genpact

  • Hinduja Global Solutions (HGS)

  • ibex

  • Infosys BPM

  • Sitel Group

  • Startek

  • Sutherland Global Services

  • taskus

  • Teleperformance

  • TELUS International

  • TTEC

  • VXI Global Solutions (VXI)

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