Turning Challenges into Growth Opportunities: Customer Experience Management (CXM) State of the Market 2023 – Update

Amid global disruptions and challenging economic conditions, organizations are prioritizing cost savings, driving the CXM outsourcing industry to play a pivotal role. Service providers are addressing economic downturns across industries and regions by focusing on cost optimization, continuous improvements, and innovation. In this report, we explore the outsourced Customer Experience Management (CXM) market, growth drivers in the Americas, EMEA, and APAC, outsourcing spend globally, service delivery models, emerging locations, and 2023 market outlook. Additionally, we discuss the competitive landscape in light of recent M&As, investment trends, and future trends in the CXM market, including gen AI’s impact.