With innovation accelerating at record pace and customer expectations higher than ever, most companies can no longer risk managing their own customer engagement without an experienced CX partner.

This paper examines the current ‘perfect storm’ of intersecting demands and solution complexities driving the dramatic shift toward outsourcing some or all of their customer journey management. While CX outsourcing is nothing new, it is seeing broader appeal in the wake of both the pandemic and the desire for more digital and intelligent tools.