---
title: CX Outsourcing Report 2026
---

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**2026**

# CX Outsourcing Report

A practical look at how leading organizations are using outsourcing and AI to scale CX, improve resilience, and meet rising customer  
expectations

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**CX outsourcing has evolved beyond closing tickets controling costs.**

This year’s research examines how organizations are raising  
expectations for CX partners, expanding outsourcing, and integrating AI into CX operations — while keeping quality, trust, and the human experience intact.

Based on a survey of 400+ senior leaders across North America, the report captures how CX, operations, and executive teams are approaching outsourcing and AI in 2026.

 

## Key Takeaways

- Why outsourcing is becoming more central to growth, scalability, + business performance
- How CX outsourcing is being evaluated beyond cost, with greater emphasis on quality, security, + consistency
- Where organizations are applying AI across CX workflows + where maturity still lags
- What leaders expect from outsourcing partners as AI adoption accelerates
- Why humans + AI working together is emerging as the preferred CX model

**If you’re reassessing your CX outsourcing strategy or planning how AI fits into your CX operations, this report offers grounded insight to help guide those decisions.**

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