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Impact on COVID-19 on CX Services

Market Analysis

by Ivan Kotzev

published on Apr 06, 2020

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Report Overview:

NelsonHall’s analysis of the Impact of COVID-19 on CX Services consists of 11-pages. The report focuses on the impact of COVID-19 on CX services globally.

Who is this Report for:

NelsonHall’s “Impact of COVID-19 on CX Services” report is a survey of CX services providers to ascertain the impact of COVID-19 on their operations designed for:

  • Vendor marketing, sales and business managers wishing to understand the impact of COVID-19 on vendors’ financials, business activity, operations, and digital transformation
  • Enterprises interested in understanding the impact of COVID-19 on their peers
  • Financial analysts and investors specializing in the services sector, looking to understand the impact of COVID-19 on IT and BPS services.

Scope of this Report:

The report analyzes the worldwide Impact on COVID-19 on CX Services and addresses the following questions:

  • What impact COVID-19 has on the level of CX services activity in Q1 2020 and in the mid term?
  • What is the expected impact on CX services revenues, and costs in the next quarters?
  • What impact COVID-19 has on operational transformation activity in Q1 2020 and in the mid term?
  • What impact COVID-19 has on new business opportunities in Q1 2020 and in the mid term?
  • What are vendors best practice in addressing COVID-19 related operational and business challenges?

Key Findings & Highlights:

The simultaneous multinational shortage in available CX agents created a massive capacity demand in the market. In February and March 2020, factors such as employee safety and the ability to handle incoming volumes became the paramount objective for vendors and clients. As a result, providers moved between 20 to 50% of their global workforce to work-at-home (WAH).

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