Customer Experience Business Process Outsourcing Market To Reach $296.29 Billion By 2033

Customer Experience Business Process Outsourcing Market Growth & Trends

The global customer experience business process outsourcing market size is estimated to reach USD 296.29 billion by 2033, registering a CAGR of 12.8% from 2025 to 2033, according to a new report by Grand View Research, Inc. CX BPO involves the contracting of customer experience operations and responsibilities of specific business functions to an external service provider. The rise in demand for CX BPO services can be attributed to benefits such as reduced costs, enhanced service quality, and increased flexibility. Furthermore, businesses are increasingly focusing on new technologies such as social networking, enhanced cloud computing & security, and process automation to reduce operational costs and improve profitability. CX BPO services can further improve the efficiency of the services offered by end-user businesses by leveraging the benefits of these emerging technologies, thus, driving the growth of the market.

Customer experience BPO vendors can also utilize voice recognition and chatbots to manage customer service issues swiftly, effectively, and accurately. Customer experience BPO organizations can work more quickly, execute better, and produce top-notch outcomes at a reasonable cost with artificial intelligence. Consumer journey mapping can also help businesses better identify all the situations and modes of engagement their potential customers go through. Voice recognition has recently undergone advancements and breakthroughs, enabling BPO firms to cut costs significantly, increase productivity, and improve customer service. Thus, driving the growth of the market.

Increasing demand for CX BPO services is encouraging various market players to expand their service portfolios and customer bases by adopting various business strategies. For instance, in September 2023, private investment firm Skyview Capital acquired Faneuil, LLC, a BPO firm that specializes in technical support and customer experience services for the healthcare, government, and public utilities industries. This strategic acquisition would assist Skyview Capital in strengthening its market position in the global CX BPO market and increasing its customer base. Furthermore, in September 2023, DATAMARK, Inc., a global contact center BPO firm, joined the partner ecosystem of the cloud-based contact center platform provider SuccessKPI, Inc. to assist enterprise businesses in their migration to cloud contact centers. Owing to this partner ecosystem, DATAMARK, Inc.’s customers would be able to deploy SuccessKPI, Inc.’s cloud-based platform and improve their customer satisfaction.

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Customer Experience Business Process Outsourcing Market Report Highlights

• Based on service type, the outbound segment dominated the market and accounted for the revenue share of 56.1% in 2024, driven by the increasing demand for proactive customer engagement strategies.

• Based on outsourcing type, the nearshore outsourcing type segment is expected to grow at a fastest CAGR in the forecast period. A large number of recent graduates, certified professionals, and seasoned specialists can be accessed in nearshore outsourcing locations such as Mexico, Colombia, Poland, and Romania. These staff members can support various business functions, such as sales, customer service, technical support, and back-office operations.

• Based on the support channel, the Non-voice segment is anticipated to register at a highest CAGR over the forecast period. Chatbots, virtual assistants, and conversational agents, driven by AI, are enabling real-time question response; 24-hour customer assistance; and dynamic, context-aware engagements across digital channels. The rise of data-driven personalization and hyper-personalized engagement strategies is expected to determine the future of the non-voice segment, allowing organizations and BPO providers to customize conversations across diverse digital channels.

• The Asia Pacific region is anticipated to grow at the fastest CAGR over the forecast period. Supportive government initiatives for digitalization, rising smart city projects, and significant penetration by global market players are some of the prominent factors driving the Asia Pacific market growth.

Customer Experience Business Process Outsourcing Market Segmentation

Grand View Research has segmented the global customer experience business process outsourcing market based on service type, outsourcing type, support channel, end-use, and region:

Customer Experience BPO Service Type Outlook (Revenue, USD Billion, 2021 - 2033)

• Inbound

• Outbound

Customer Experience BPO Outsourcing Type Outlook (Revenue, USD Billion, 2021 - 2033)

• Onshore

• Offshore

• Nearshore

Customer Experience BPO Support Channel Outlook (Revenue, USD Billion, 2021 - 2033)

• Voice

• Non-voice

  • Chats

  • Email

  • Others

Customer Experience BPO End-use Outlook (Revenue, USD Billion, 2021 - 2033)

• Automotive

• BFSI

• Healthcare

• Manufacturing

• Media & Entertainment

• IT & Telecommunications

• Education

• Retail

• Travel & Hospitality

• E-commerce

• Others

Customer Experience BPO Regional Outlook (Revenue, USD Billion, 2021 - 2033)

• North America

  • U.S.

  • Canada

  • Mexico

• Europe

  • UK

  • Germany

  • France

• Asia Pacific

  • China

  • India

  • Japan

  • Singapore

  • Malaysia

  • Indonesia

  • Philippines

  • Thailand

• Latin America

  • Brazil

• Middle East & Africa

  • UAE

  • Saudi Arabia

  • South Africa

List of Key Players in the Customer Experience Business Process Outsourcing Market

• Accenture

• Automatic Data Processing, Inc.

• Cognizant

• Concentrix Corporation

• Firstsource

• Fusion CX

• Genpact

• Infosys

• IBM Corporation

• TATA Consultancy Services Limited

• Teleperformance

• TELUS Digital

• Unity Communications

• Wipro

• WNS (Holdings) Ltd.