Foreword
We're calling this the "foreword," but we could have gone with "forward." That's where we're looking; that's where we're heading. When it comes to customer experience (CX) outsourcing, you don't want to be looking backward. You don't want to be stuck in an arrangement that isn't working for you, wishing you had done things differently from the start. At the end of the day, CX is about your customers and how you make them feel. You want to get them looking forward to your next interaction. So you research. And to make an informed decision about outsourcing and set yourself up for success, you need insights from those who are, or who have been, in the same spot you find yourself in now. Leaders who have been there, done that. That's exactly why we created this report. On the following pages you'll see new research from Ryan Strategic Advisory, published in their 2023 Front Office CX Omnibus Survey and in a supplemental report created just for TELUS International. The study focuses on CX outsourcing, with survey results from leaders across the globe. Respondents were asked questions about the number of CX providers they partner with, contract renewals, the functions that they outsource and more.
Read on for exclusive insights from 712 enterprise executives, each with strategic decision-making authority over contact centers within their respective organizations.
About this year's research
This report shares the views of 712 enterprise executives from Canada, the U.S., Australia, Italy, Germany, the U.K., Spain, France and Japan, interviewed in 2023 via phone call in English, French, German, Italian, Japanese or Spanish.
$10 million to $5 billion+
The revenue mix for respondents ranged from $10 million to over $5 billion.
Industries
The research posed questions to respondents across several industries, including:
The fine print
Ryan Strategic Advisory's 2023 Front Office CX Omnibus Survey sounded the views of 712 enterprise executives, each of whom has strategic decision-making authority over contact centers in their respective organizations. Interviews were conducted over the telephone during Q1 2023 in English, French, German, Italian, Japanese or Spanish (depending on the respondent’s country of residency). Vertical markets in the sample base included: cybersecurity, green enterprises, retail banking, insurance, healthcare, government, retail, games, eCommerce, technology, fintech, travel/hospitality/leisure, telco, born-digital, media and utilities. The revenue mix for respondents ranged from between $10m to over $5bn (USD). Note: Due to rounding, percentages may not add up to 100.
