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CX Operations Transformation

Market Analysis

by Ivan Kotzev

published on Mar 29, 2022

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Report Overview:

NelsonHall's market analysis of CX Operations Transformation consists of 92 pages.

Who is this Report for:

NelsonHall's "CX Operations Transformation" 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 CX Operations Transformation and addresses the following questions:

  • What is the current and future market for CX services?
  • What is the market size and projected growth for the CX services?
  • What is the market size and projected growth for the CX services by geography?
  • What is the market size and projected growth for the CX services market by client industry?
  • What are the top drivers for the adoption of the CX services?
  • What is the current market structure and vendor market shares and how are these changing?
  • What are the benefits currently achieved by clients of the CX services?
  • What factors are inhibiting client adoption of the sector CX services?

Key Findings & Highlights:

The overall CX services market, excluding collections and content moderation, is ~$82.3bn, posting a stable growth of around 5% CAAGR through 2025 to reach ~$100bn and will include embedded consulting, operational transformation, contact center technology services, cloud migration, automation, and analytics as an integral part of CXS delivery.

The global CX services market is led by Teleperformance, followed by Concentrix, Sitel, TTEC, and Alorica.

The key buy-side drivers for the adoption of CX operations transformation include requirements for improved customer satisfaction, deflection to digital channels, and improved self-service level.

The main challenges to CX operations transformation are applying innovation across the entire CX estate and change management for consistent results. Key success factors for sector organizations looking to outsource CX services are at the sub-segment level.

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CX Operations Transformation 2022

published 2022-02-10 | Project by Ivan Kotzev

This NelsonHall Vendor Evaluation & Assessment Tool (NEAT) analyzes the performance of vendors offering CX operations transformation services. 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 in cost optimization, revenue generation, and CX improvement. Vendors evaluated for this NEAT are: Atento, Cognizant, Comdata, Concentrix, Conduent, CSS Corp, HGS, Sitel, Sutherland, Tech Mahindra, Teleperformance, TELUS International, Webhelp, and WNS. To find out more, contact Guy Saunders at [email protected].
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