European Customer Experience Outsourcing Services Market, 2020
Integration of Advanced Technologies Transforms Customer Experience Outsourcing Services by Enhancing Efficiency and Effectiveness
06-Jul-2020
Europe
Market Research
The customer experience (CX) outsourcing services market has undergone a significant shift in the last few years. The market in Europe is characterized by demand for specific languages, small regional sectors, different requirements unique to certain countries, and increasing demand for nearshoring.
Evolution in the outsourcing industry has led to a shift as companies now focus less on factors such as cost, labor arbitrage, cold calls, and linear and inept approaches to handling incoming calls, and more on CX. The increasing focus on customer experience (CX) in the last five years has led to greater adoption of technology. As client and customer demands evolve, outsourcers are launching intelligent, automated, and self-service options to enhance CX. Technology-enabled solutions are being deployed to improve agent performance. Platforms, conversational AI, and bots are some of the technology-enabled outcomes helping outsourcers to create better experiences and improve customer satisfaction.
The new approach to CX comes with its own set of challenges, such as data privacy and security, integration with legacy systems, and balancing technology and value derived from investments. Outsourcers, however, are pursuing technology adoption in their attempt to add value and create better customer experiences.
The recent COVID-19 pandemic has disrupted the market and companies had to launch measures within a few weeks to deal with unprecedented government coping and containment mechanisms. Frost & Sullivan expects a negative growth in 2020 in the market. If this situation starts to reverse by the year end, the market is expected to be back on a growth track in 2021.
This research will outline:
• The CX services outsourcers ecosystem and services
• The digital transformation of CX outsourcing services
• Technology-enabled solutions deployed to enhance CX
• CX outsourcing services market analysis
• Growth opportunities for outsourcers
The report is illustrated with several examples indicating the approach of outsourcers to enhance CX using technology-enabled solutions.
Access to customer data requires outsourcers to deploy adequate security measures. Clients are at different levels of awareness on how technology can contribute to enhancing CX. Outsourcers are increasingly assuming the role of consultants and guiding clients on how they can deploy solutions and improve customer satisfaction. COVID-19 has brought business continuity into focus and outsourcers’ capabilities have been put to the test. Moving beyond traditional offerings, outsourcers must focus on partnering and expanding their ecosystem to adopt and enable flexibility and innovation strategies.
Key Issues Addressed
- What are outsourcers doing to digitally transform CX?
- What are some of the key recent developments that indicate outsourcer strategies?
- What are the key market and vertical metrics?
- What are the growth opportunities that outsourcers can take advantage of?
- What are the key takeaways?
Author: Deepali Sathe

Key Findings
Scope of Research
CX Outsourcers Approach Clients with Transformation Solutions
CX Outsourcers Approach Clients with Transformation Solutions (continued)
CX Outsourcers Approach Clients with Transformation Solutions (continued)
Business Panorama—Outsourcers’ Perspective
Business Panorama—The Client Perspective
Key Business Variables in Europe—Scenario Analysis and Forecast
Key Business Variables in Europe—Scenario Analysis and Forecast (continued)
Digital Transformation of CX Outsourcers
Diverse Demands from Customers Across Europe
IoT—Enabled Capabilities to Address CX Challenges
Analytics—Enabled Capabilities to Address CX Challenges
ML/AI—Enabled Capabilities to Address CX Challenges
Blockchain—Enabled Capabilities to Address CX Challenges
Technologies Development Timeline and Estimated Implementation
Outsourcers Harness RPA to Enhance QoS (Speed of Response, Resolution Rate, Precision of Information)
Outsourcers Implement NLP to Route and Analyze Customer Calls
Outsourcers Implement Speech Analytics
Outsourcers Use Predictive Knowledge-based Solutions to Enhance Next Best Action
Digital Transformation Potential
Market Drivers
Market Drivers Discussed
Market Drivers Discussed (continued)
Market Restraints
Market Restraints Discussed
Market Restraints
Market Size
Market Size Discussion
Recent Developments—Investments*
Recent Developments—Mergers and Acquisitions*
Recent Developments—Partnerships
Risks to Digitalization of CX in Europe
Revenue Percentage of Verticals
Vertical Analysis
CX Outsourcing Service Providers
Atento
Bosch Service Solutions
CGS
Infosys BPM
SITEL
Sutherland Global Services
Teleperformance
Transcom
TTEC
Webhelp
Growth Opportunity 1—Cybersecurity
Growth Opportunity 2—Consulting and Design
Growth Opportunity 3—Beyond Legacy Systems
Growth Opportunity 4—Solutions for Digital Native Consumers
Growth Opportunity 5—Business Continuity as a Service
Strategic Imperatives for Success and Growth
Key Takeaways
Effect of COVID-19
Legal Disclaimer
List of Exhibits
List of Exhibits (continued)
The Frost & Sullivan Story
Value Proposition—Future of Your Company & Career
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
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Key Issues Addressed
- What are outsourcers doing to digitally transform CX?
- What are some of the key recent developments that indicate outsourcer strategies?
- What are the key market and vertical metrics?
- What are the growth opportunities that outsourcers can take advantage of?
- What are the key takeaways?
Authors: Deepali Sathe and Leonardo Sampieri
Deliverable Type | Market Research |
---|---|
No Index | No |
Podcast | No |
Author | Deepali Sathe |
Industries | Information Technology |
WIP Number | K473-01-00-00-00 |
Is Prebook | No |
GPS Codes | 9705-C1,9661 |