Customer experience (CX) management is a subset of the broader business process outsourcing (BPO) industry. It is defined as a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplish it in-house. 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 services 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: Bernardin Arnason