This report identifies key demand-side trends in the customer experience (CX) center business process transformation space that can help enterprises revamp their CX operations. It also describes enterprise challenges in the CX center business process transformation space based on Avasant’s assessment.

Why read this Market Insights?

CX is shifting toward intelligent, outcome-focused models where AI is embedded across the customer journey, automating routine interactions, enhancing agent performance, and enabling more proactive, orchestrated service. Enterprises are redesigning operations with hybrid models that blend automation and human expertise while moving from simple channel availability to AI-guided optichannel journeys that balance experience quality with operational efficiency. Overall, CX is becoming more predictive, integrated, and value-driven, with providers taking greater accountability and technology shaping both experience design and commercial models.

The CX Center Business Process Transformation 2025–2026 Market Insights™ provides a view into important market trends and developments, helping build a granular understanding of the CX center business process transformation ecosystem.

Methodology

The industry insights presented in this report are based on our ongoing interactions with enterprise CXOs and other key executives, targeted discussions with service providers, subject matter experts, and Avasant fellows, analyst insights derived from primary and secondary research, and lessons learned from consulting engagements.

Table of contents

About the report (Page 3)

Executive summary (Pages 6–8)

• • Definition and scope
  • Key enterprise CX center business process transformation trends shaping the market
  • Avasant recognizes 35 top-tier service providers offering CX center business process transformation services.

CX center: State of the market (Pages 10–15)

• • The rise of AI offers providers greater influence over outcomes, making hybrid and outcome-linked pricing more commercially viable.‑linked pricing more commercially viable
  • Greater outcome transparency is enabling hybrid CX models where outcomes flex pricing rather than replacing capacity metrics.
  • AI adoption has shifted from selective deployment to full‑scale operational integration, redefining what is considered basic capability in CX delivery.
  • Automation scales routine support, while human agents deliver empathy and expertise in complex interactions, creating a balanced, hybrid CX model.
  • Customer journeys are shifting from channel choice to AI‑guided optichannel routing that improves experience while reducing cost to serve.

Key contacts (Page 16)

Read the Research Byte based on this report. Please refer to Avasant’s CX Center Business Process Transformation 2025–2026 RadarView™ for detailed insights on service providers and supply-side trends.