Customer Experience Management in Europe, Forecast to 2030

The customer experience (CX) management market in Europe generated a revenue of €22.7 billion, growing at a 1.4% compound annual growth rate (CAGR) from 2024 to 2030. Economic uncertainty remains throughout Europe but impacts countries and regions differently. Interest in outsourcing CX management continues to grow, with nearshore and offshore growth outpacing in-country growth. This is due in large part to companies looking to lower their costs in the face of macroeconomic challenges across Europe.

Overall, the CX management market is projected to grow steadily throughout the forecast period. This expansion is primarily driven by 2 key factors: (1) the increasing recognition of CX as a strategic differentiator, and (2) the rising trend among businesses to outsource their CX operations. However, as automation becomes a core theme in the short term, the industry will face mounting cost pressures. Service providers that successfully balance automation-driven efficiencies with value creation will be best positioned to sustain competitiveness and deliver measurable business outcomes.

CX management is an evolving industry, containing large global players and smaller regionally focused providers. CX management providers contend with growing expectations of delivering improved services at a lower cost. These providers are thus actively implementing efficiency initiatives and expanding their digital, automation, and artificial intelligence (AI) efforts to reduce costs while expanding their services and revenue opportunities.

This study examines the trends in the European CX management market and forecasts the market size. The European market revenue represents outsourcer revenues associated with customer interactions originating in Europe, regardless of the fulfillment model. This includes onshore, nearshore, offshore, home-agent, automated, and technology-enabled fulfillment.

This study segments and differentiates the CX management market by the following:
• Fulfillment region
• Service function
• Industry verticals
• Born-digital vs. traditional companies
• Market share
• Channels of contact

Author: Sherrel Roche