2025

CX Outsourcing Report

How Leading Companies are Leveraging AI and Outsourcing to Scale CX and Drive Innovation

This report delivers executive-level insights to help you:

Identify the AI-enabled outsourcing strategies that are delivering real CX impact
Benchmark your approach against how top leaders are prioritizing CX, AI, and scalability
Navigate the shift from cost-cutting to value creation — and find outsourcing partners that align with your long-term vision

See how companies are aligning AI, CX, and outsourcing to build smarter, more resilient customer experiences.

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Key Findings

AI Adoption Is Accelerating

Discover why 83% of companies are integrating AI into operations — and why 77% now consider AI capabilities a must-have when selecting an outsourcing vendor.

CX Takes Center Stage

Explore how CX has become the top driver for outsourcing, forcing companies to rethink their approach beyond operational efficiency.

The New Role of Outsourcing

See why 86% of leaders say outsourcing will play a bigger role as they scale — turning it into a competitive advantage, not just a cost-cutting tool.

Tech Leaders Are Setting the Pace

Uncover why two-thirds of SaaS and tech companies expect AI and automation to increase their outsourcing needs in 2025.

Why It Matters

CX expectations are rising. AI is evolving. And businesses are rethinking their outsourcing playbooks. Staying ahead in 2025 means leveraging AI-powered outsourcing to drive efficiency, enhance customer experience, and unlock sustainable growth.

In partnership with CMS Wire, we surveyed 400+ senior leaders — including 60% in the C-suite — to uncover the latest outsourcing trends. Dive in to see how companies are reshaping CX, AI integration, and long-term strategy — and where your business stands.

CX Outsourcing Trends You Can’t Ignore

AI-powered CX is becoming a competitive advantage. Executives aren’t just adopting AI — they’re using it to enhance customer satisfaction, streamline CX, and scale smarter.

Customer satisfaction now outranks cost as the top outsourcing driver. Leaders are prioritizing retention, experience consistency, and long-term CX impact over budget reductions.

Tech leaders are redefining CX outsourcing. SaaS and high-growth companies are scaling faster by outsourcing customer success, support, and call center operations to meet rising CX expectations.