Gartner Research

Market Trends: Customer Management BPO Comes of Age With Digital Services, Automation, Advanced Analytics and Business Innovation

Published: 14 December 2015

ID: G00273208

Analyst(s): TJ Singh


Customer management BPO services are transforming client organizations that want better customer experience and innovation through scalable, cost-effective methods and delivery channels. Providers that embrace these trends will benefit from profitable, hypergrowth business opportunities.

Table Of Contents


Market Trend

  • Automation, Smart Machines, Digital Services and Advanced Analytics Are Reshaping Customer Management Services
    • The Evolution
    • The Demand
    • The Technology
  • Consultative Selling, Customer Experience Labs and Centers of Excellence Are Key Differentiators
  • Market Structure Trend
    • Mergers and Acquisitions Are Increasing as Providers Enhance Digital, Automated and Analytics Services
  • Buyer Trend
    • Buyers Home in on Customer Experience and Scalable Services While Maintaining Cost Discipline
  • Regional Trend
    • Adoption of Services Vary by Region

Contrarian View

  • If Global Protectionism and the Economic Malaise Continue, These Trends Change

Vendors to Watch

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