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Content Transformation Services

Market Analysis

by Ivan Kotzev

published on Nov 08, 2023

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Report Overview:

NelsonHall’s market analysis of the Content Transformation services market consists of 91 pages and focuses on strategies for 2023 and beyond.

Who is this Report for:

NelsonHall’s Market Analysis on Content Transformation is a comprehensive assessment of the market, designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CX services and identifying vendor suitability for CX services RFPs
  • Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the CX Services sector.

Scope of this Report:

The report is based on interviews with trust and safety providers and clients. It analyzes the worldwide market for Content Transformation and addresses the following questions:

  • What is the current and future market for content moderation, trust and safety, and content creative services?
  • What is the market size and projected growth for content moderation?
  • What is the market size and projected growth for content moderation by geography?
  • What are the top drivers for the adoption of content transformation services?
  • What is the current content moderation market structure and vendor market shares, and how are these changing?
  • What are the benefits currently achieved by content transformation clients?
  • What factors are inhibiting client adoption of outsourced content moderation services?
  • What are the main content transformation offerings provided by vendors?
  • What is the current pattern of delivery location, and how is this changing?
  • What are the current pricing mechanisms, KPI, and contract duration patterns, and how are these changing?
  • What tools and frameworks are used by CX services vendors for domain delivery, and how are these changing?
  • What are the main external technology partnerships used by CX services vendors, and how are these changing?
  • What are content transformation selection criteria, challenges, and critical success factors?

Key Findings & Highlights:

The global content moderation market is $7.1bn, growing at 8.7% CAAGR through 2027. The global content creative services market is $6.3bn (back-office activities), growing at 5.7% CAAGR.

The Content Moderation market is led by TELUS International, followed by Majorel, Teleperformance, Concentrix, Alorica, and Accenture.

Traditional trust and safety outsourcing drivers are scalability, improved accuracy and compliance, access to skilled talent, multi-shore delivery, and risk diversification.

The main challenges for adopting content moderation outsourcing are the demand for greater control of moderation technology and resources, including brand protection and de-prioritization of online safety.

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