The landscape for CX management is anticipated to grow, mainly due to the rising awareness that CX is a powerful tool for gaining a competitive edge and companies' growing desire to outsource their CX operations.

The advent of generative AI (Gen AI) technology has the potential to upend this sector. This technology can significantly increase agent productivity and enable businesses to use self-service more extensively, often without the need for human intervention.

The overall customer service landscape (including in-house and outsourced) will be affected differently from the outsourcing sector, mainly because more businesses are outsourcing, as managing CX operations is becoming increasingly complex. This will boost service providers' growth rates.

•    What are the new opportunities emerging for contact centers in cross-selling, up-selling, and harnessing the natural touchpoints that customers have with them?
•    What are the major segmentations, industry verticals, contact channels, and service functions impacting the growth of the CX management industry?
•    How can you harness the potential of CX management and ensure you’re your organization has effective revenue growth strategies?