The customer experience (CX) management space is projected to grow steadily. This expansion is primarily driven by 2 key factors: the increasing recognition of CX as a strategic differentiator, and the rising megatrend among businesses to outsource their CX operations.

Generative AI is set to be a major disruptor in this space. Its transformative capabilities will significantly boost agent productivity and enable broader adoption of self-service solutions, often minimizing the need for human intervention.

•    How is the complexity of CX operations driving more organizations to turn to external providers and fueling growth in the CX outsourcing industry?
•    Why are businesses seeking agile CX partners and investing in tools that enhance agent performance, such as real-time guidance, next-best-action suggestions, and intelligent routing?
•    What are the valuable growth opportunities offered by contact centers, and how are they becoming integral to broader revenue growth strategies?