カスタマーエクスペリエンス（CX）アウトソーシングサービスの市場規模、シェア、成長分析、サービスタイプ別、サポートチャネル別、エンドユーザー別、地域別 - 産業予測、2025～2032年

カスタマーエクスペリエンス（CX）アウトソーシングサービスの世界市場規模は2023年に789億2,000万米ドルと評価され、予測期間（2025-2032年）のCAGRは4.2%で、2024年の822億3,000万米ドルから2032年には1,142億9,000万米ドルに成長する見通しです。

カスタマー・エクスペリエンスのアウトソーシングは、コストを最小限に抑えながら中核業務の強化を目指す企業にとって不可欠なものとなりつつあります。ビジネス機能が複雑化するにつれ、業務の合理化だけでなく顧客サービスの質を高めるアウトソーシング・サービスの需要が高まっています。こうしたサービスを利用する企業は、利害関係者と顧客のニーズを効果的にバランスさせることができます。大手企業は、顧客基盤の拡大により増加する消費者からの問い合わせに対応する課題に直面しており、対応力を維持するためにアウトソーシング・ソリューションを利用する傾向が強まっています。逆に、専門的なカスタマーサービスを提供するリソースを持たない中小企業も、市場の成長を牽引しています。このように大企業と中小企業の両方から需要が集まっていることは、今日の競合情勢において、アウトソーシングによる顧客体験ソリューションへの依存度が高まっていることを裏付けています。

目次

イントロダクション

• 調査の目的
• 調査範囲
• 定義

調査手法

• 情報調達
• 二次データと一次データの方法
• 市場規模予測
• 市場の前提条件と制限

エグゼクティブサマリー

• 世界市場の見通し
• 供給と需要の動向分析
• セグメント別機会分析

市場力学と見通し

• 市場概要
• 市場規模
• 市場力学
  • 促進要因と機会
  • 抑制要因と課題
• ポーターの分析

主な市場の考察

• 重要成功要因
• 競合の程度
• 主な投資機会
• 市場エコシステム
• 市場の魅力指数（2024年）
• PESTEL分析
• マクロ経済指標
• バリューチェーン分析
• 価格分析
• 技術分析
• 規制分析

カスタマーエクスペリエンス（CX）アウトソーシングサービス市場規模：サービスタイプ別

• 市場概要
• インバウンド
• アウトバウンド

カスタマーエクスペリエンス（CX）アウトソーシングサービス市場規模：サポートチャンネル別

• 市場概要
• 音声
• 非音声

カスタマーエクスペリエンス（CX）アウトソーシングサービス市場規模：エンドユーザー別

• 市場概要
• 自動車
• BFSI
• ヘルスケア
• 製造業
• メディアとエンターテイメント
• ITおよび通信
• 教育
• 小売・eコマース
• 旅行・ホスピタリティ
• その他

カスタマーエクスペリエンス（CX）アウトソーシングサービス市場規模

• 北米
  • 米国
  • カナダ
• 欧州
  • ドイツ
  • スペイン
  • フランス
  • 英国
  • イタリア
  • その他欧州地域
• アジア太平洋地域
  • 中国
  • インド
  • 日本
  • 韓国
  • その他アジア太平洋地域
• ラテンアメリカ
  • ブラジル
  • その他ラテンアメリカ地域
• 中東・アフリカ
  • GCC諸国
  • 南アフリカ
  • その他中東・アフリカ

競合情報

• 上位5社の比較
• 主要企業の市場ポジショニング（2024年）
• 主な市場企業が採用した戦略
• 市場の最近の動向
• 企業の市場シェア分析（2024年）
• 主要企業の企業プロファイル
  • 会社概要
  • 製品ポートフォリオ分析
  • セグメント別シェア分析
  • 収益の前年比比較（2022-2024）

主要企業プロファイル

• Accenture plc（Ireland）
• Alorica Inc.（US）
• Convergys Corporation（US）
• Genpact Limited（India）
• Sitel Group（France）
• Teleperformance SE（France）
• Transcom Worldwide AB（Sweden）
• Aegis Ltd.（India）
• Arvato AG（Germany）
• Atento S.A.（Spain）
• HCL Technologies Limited（India）
• Infosys Limited（India）
• Sykes Enterprises, Incorporated（US）
• TTEC Holdings, Inc.（US）
• VXI Global Solutions LLC（US）
• Webhelp SA（France）
• Wipro Limited（India）
• 24-7 Intouch Holdings Ltd.（Canada）
• Capgemini SE（France）
• Concentrix Corporation（US）

結論と推奨事項

Global Customer Experience (CX) Outsourcing Services Market size was valued at USD 78.92 billion in 2023 and is poised to grow from USD 82.23 billion in 2024 to USD 114.29 billion by 2032, growing at a CAGR of 4.2% during the forecast period (2025-2032).

Outsourcing customer experience is becoming essential for businesses looking to enhance their core operations while minimizing costs. The rising intricacies of business functions have spurred demand for outsourcing services, which not only streamline operations but also elevate customer service quality. Companies utilizing these services can balance stakeholder and customer needs effectively. Major corporations, facing challenges in addressing growing consumer inquiries due to their expanding customer base, are increasingly turning to outsourcing solutions to maintain responsiveness. Conversely, small and medium-sized enterprises, often lacking the resources for specialized customer service, also drive market growth. This convergence of demand from both large and smaller businesses underscores the increasing reliance on outsourced customer experience solutions in today's competitive landscape.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Customer Experience (Cx) Outsourcing Services market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global Customer Experience (Cx) Outsourcing Services Market Segmental Analysis

Global Customer Experience (CX) Outsourcing Services Market is segmented by service type, support channel, end-user and region. Based on service type, the market is segmented into inbound and outbound. Based on support channel, the market is segmented into voice and non-voice. Based on end-user, the market is segmented into automotive, BFSI, healthcare, manufacturing, media & entertainment, IT & telecommunications, education, retail & e-commerce, travel & hospitality and others. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global Customer Experience (Cx) Outsourcing Services Market

The growth of the Global Customer Experience (CX) Outsourcing Services market is significantly driven by advancements in technology. As businesses respond to the rising expectation for enhanced customer interactions, they are increasingly adopting innovative solutions. This sector is attracting substantial investment, highlighting its profit potential and, consequently, its importance to stakeholders. In this fiercely competitive landscape, leveraging technologies such as artificial intelligence, sophisticated analytics, omnichannel support, and robust security measures is essential. A prime example is Amazon's introduction of "NOW" customer service, designed to provide rapid responses to consumer inquiries by utilizing state-of-the-art technology.

Restraints in the Global Customer Experience (Cx) Outsourcing Services Market

The growth of the Global Customer Experience (CX) Outsourcing Services market is facing significant restraints due to heightened regulatory compliance requirements and increasing concerns over data privacy. As digital platform usage rises, apprehensions regarding data security and privacy escalate, primarily due to the surge in cybercrime and data theft that adversely affect consumer experience. In response to escalating data breaches, governments worldwide, including the European Union's implementation of the General Data Protection Regulation and California's Consumer Privacy Act, have enacted stricter data protection laws. Additional regulations, such as the Family Educational Rights and Privacy Act (FERPA) and the Health Insurance Portability and Accountability Act (HIPAA), also mandate careful handling of sensitive customer information, making it essential for CX solution vendors to navigate these regulations. Consequently, these compliance challenges are expected to hinder market growth.

Market Trends of the Global Customer Experience (Cx) Outsourcing Services Market

The Global Customer Experience (Cx) Outsourcing Services market is witnessing a significant trend towards the incorporation of virtual assistants as a transformative tool for enhancing client engagement. Utilizing advanced analytics and historical customer insights, these AI-driven virtual assistants, such as Amazon's Alexa and Apple's Siri, provide 24/7 multilingual support and accelerate response times, thereby automating customer interactions and streamlining operations. Companies like SAP SE, Salesforce, and Oracle Corporation are leading this shift by developing tailored virtual assistants that analyze consumer sentiment and recommend personalized experiences. This growing reliance on automation and AI in customer service is expected to bolster demand for Cx outsourcing solutions in the coming years.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

• Information Procurement
• Secondary & Primary Data Methods
• Market Size Estimation
• Market Assumptions & Limitations

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Degree of Competition
• Top Investment Pockets
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Pricing Analysis
• Technology Analysis
• Regulatory Analysis

Global Customer Experience (CX) Outsourcing Services Market Size by Service Type & CAGR (2025-2032)

• Market Overview
• Inbound
• Outbound

Global Customer Experience (CX) Outsourcing Services Market Size by Support Channel & CAGR (2025-2032)

• Market Overview
• Voice
• Non-Voice

Global Customer Experience (CX) Outsourcing Services Market Size by End-User & CAGR (2025-2032)

• Market Overview
• Automotive
• BFSI
• Healthcare
• Manufacturing
• Media & Entertainment
• IT & Telecommunications
• Education
• Retail & E-Commerce
• Travel & Hospitality
• Others

Global Customer Experience (CX) Outsourcing Services Market Size & CAGR (2025-2032)

• North America (Service Type, Support Channel, End-User)
  • US
  • Canada
• Europe (Service Type, Support Channel, End-User)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Service Type, Support Channel, End-User)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Service Type, Support Channel, End-User)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Service Type, Support Channel, End-User)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• Accenture plc (Ireland)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Alorica Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Convergys Corporation (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Genpact Limited (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Sitel Group (France)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Teleperformance SE (France)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Transcom Worldwide AB (Sweden)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Aegis Ltd. (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Arvato AG (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Atento S.A. (Spain)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• HCL Technologies Limited (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Infosys Limited (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Sykes Enterprises, Incorporated (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• TTEC Holdings, Inc. (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• VXI Global Solutions LLC (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Webhelp SA (France)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Wipro Limited (India)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• 24-7 Intouch Holdings Ltd. (Canada)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Capgemini SE (France)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Concentrix Corporation (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations