HRO Insight blog
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Liz is HR Technology and Services Research Director at NelsonHall, with global responsibility for key HR research projects including Cloud-Based HR Transformation, Cloud-Based Benefits Services, HCM Technology, EoR, Global Payroll and The Future of HR, as part of NelsonHall's wider HR Technology & Services practice.
meet & followNikki is a Principal Research Analyst at NelsonHall and a member of the HR Technology & Services practice. Nikki covers HR services research in the areas of Recruitment Process Outsourcing (RPO), Managed Service Programs (MSP), Total Talent, and Learning.
meet & followJeanine is a Principal Research Analyst at NelsonHall and a member of the HR Technology & Services practice. She has global responsibility for key HR areas including employer of record (EOR) and learning platforms.
meet & followDeeAnna is a Principal Research Analyst at NelsonHall and a member of the HR Technology & Services practice. She has global responsibility for key HR areas including HCM technology, workforce management, and health & welfare administration.
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Please visit NelsonHall's HRO Insight blog for further updates from our analysts daily
published on Feb 15, 2023
NelsonHall’s market analysis of CX services for startups and emerging brands consists of 93 pages
This NelsonHall Market Analysis is a comprehensive assessment of the market for CX services in startups and emerging brands, designed for:
The report is based on interviews with CX services providers and clients. It analyzes the worldwide market for CX services in startups and emerging brands and addresses the following questions:
The global CX services market (excluding collections) in startups and emerging brands is $24.8bn, growing at 10.3% CAAGR. It is expected to reach ~$36.7bn by 2026, with emerging brands forming ~88% of the segment.
The CX services market in startups and emerging brands is led by Teleperformance, followed by Concentrix, TaskUs, Sitel Group, Webhelp, and Alorica.
The key buy-side drivers for the adoption of CX services by startups and emerging brands include requirements for improved customer satisfaction, instant scalability of CX operations, and flexibility to ramp up and down CX staff.
The main challenges for startups and emerging brands to adopt CX services are the unpredictability of their customer base growth patterns, a lack of historical customer information, external market disruptions impacting demand, and a lack of experience in outsourcing.
published 2022-11-15 | Project by Ivan Kotzev