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Search within: Customer Experience Services:

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Contracts Database

for Customer Experience Services

Track the pattern of service adoption by monitoring Customer Experience Services contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

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Confidence Index:

for Customer Experience Services

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within Customer Experience Services

Join NelsonHall Customer Experience Services Confidence Index:

Every quarter NelsonHall publishes the NelsonHall Customer Experience Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global Customer Experience Services market.

For a sample report and details of how to join NelsonHall's Customer Experience Services Confidence Index, please contact us

CX Services in Retail and CPG

Market Analysis

by Ivan Kotzev

published on Aug 22, 2019

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Report Overview:

NelsonHall's market analysis of CX Services in Retail and CPG consists of 85 pages.

Who is this Report for:

NelsonHall’s “Customer Experience Services in Retail and CPG” report is a market assessment report designed for:

  • Sourcing managers investigating “the art of the possible” and the perspectives of their peers towards next generation customer service
  • Vendor marketing, sales and business managers developing strategies to target digital & service transformation opportunities within customer experience
  • Financial analysts and investors specializing in the IT services and BPS sector.

Scope of this Report:


The report is based on interviews with CX Services providers and clients. It analyzes the worldwide market for customer experience services in Retail and CPG and addresses the following questions:

  • What is the current and future market for CX services in the sector?
  • What is the market size and projected growth for the sector CX services?
  • What is the market size and projected growth for the sector CX services by geography?
  • What are the top drivers for adoption of the sector CX services?
  • What are the benefits currently achieved by clients of the sector CX services?
  • What factors are inhibiting client adoption of the sector CX services?
  • What are the main sector CX services offerings and services provided by vendors?
  • What is the current pattern of delivery location and how is this changing?
  • What are the tools and frameworks used by CX services vendors for delivery and how are these changing?
  • What are main external partnerships used by CX services vendors and how are these changing?
  • What are the selection criteria, challenges and critical success factors for CX services?

Key Findings & Highlights:

The CX services market (excluding collections) in retail and CPG is ~12% of the global industry, at ~$8.8bn (2019). It is growing above the market average at ~7.0% CAAGR through 2023. U.S. is the biggest market at ~$2bn (~26% of the global market), followed by major European markets such as U.K., Germany, and France. The APAC region is the fastest growing, particularly China and India at double digits. It is expected to reach ~$11.6bn by 2023, growing at ~7.0% CAAGR, fuelled by revenue generation activities.

Table of contents:

Table of contents:

  • 1. Introduction
  • 2. Changing Shape of CX Services in Retail and CPG
  • 3. Client Requirements
  • 4. Market Size and Growth
  • 5. Vendor Market Shares
  • 6. Vendor Offerings and Targeting
  • 7. Delivery in CX Services in Retail and CPG
  • 8. Selection Criteria, Challenges, and Success Factors
  • Appendix I – Vendors Researched

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CX Services in Retail & CPG

published 2019-10-17 | Project by Ivan Kotzev

This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering customer experience services (CXS) in the Retail & CPG sector. The NEAT tool allows strategic sourcing managers to assess the capability of vendors across a range of criteria and business situations and identify the best performing vendors overall, and with specific capability around revenue generation, cost optimization, and CX improvement. Vendors evaluated are: Alorica, Capita, Comdata, CSS Corp, HGS, Sitel, StarTek, Sutherland, SYKES, Tech Mahindra, Teleperformance, Transcom, VXI Global Solutions, Webhelp, and Wipro. To find out more, contact Guy Saunders at [email protected]
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