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Growing Customer Demand for Business Resiliency Will Increase Adoption of Outsourcing Services
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The Customer Experience Outsourcing Services has undergone a significant shift in the last few years across the world and the European market is no different. The market in Europe is characterized by demand for specific languages, smaller markets, differences that may be unique to certain countries, and increasing demand for nearshoring, among others. This excel report provides an overview of the customer experience outsourcing services market in Europe. The market size over the last few years has been growing continuously. However, during the making of this report, global pandemic COVID-19 affected businesses across the world. AS a result the year 2020 is an outlier where Frost & Sullivan expects a sharp decline in market growth. Assuming that the trends will start reversing in 2021, the growth will slowly start to get back on track. Different industries are likely to fare differently in the coming years, and this will be reflected in revenue generated by verticals. While some verticals are expected to register a sharp decline in the coming years, others will see a growth. This will also be partly affected by the ongoing pandemic. This research outlines:• The overall market size of the customer experience outsourcing services industry in Europe • Revenue contribution by vertical • Revenue contribution by country • Market share of some of the industry participants • Drivers and restraints During the course of research, while talking to outsourcers it was evidently clear that there still exists a lot of confusion when it comes to impact of COVID-19 on the industry. Companies are striving to put in place adequate business continuity measures and spread their offerings since some verticals are likely to gain and others will suffer significant losses. Meeting client demand seems to be the primary concern. The revenue and market share going forward can be expected to be impact significantly as well. Author: Leonardo Sampieri
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