Customer experience service providers have long played a critical role in helping organizations modernize their operations-focused CX functions. Over the last decade, the offerings in this marketplace have slowly evolved from purely cost-cutting labor-arbitrage-focused services to improved efficiency and productivity and then to the broader strategy and design of customer experiences.
The evolution has required service providers to invest more in data and analytics, talent, and partnerships with technology firms. This aligns well with our Horizons vision, which spans functional optimization to ecosystem synergy. While many enterprise clients just seek cost reduction and efficiency, there is a growing demand for services that focus more on experience and value.
Note: All service providers within a Horizon are listed alphabetically.
Source: HFS Research, 2024
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