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 business process transformation space based on Avasant’s assessment.

Why read this Market Insights?

In 2024, CX center market has been transformed by increasing generative AI (Gen AI) and automation adoption. The rise of voice assistants, AI translation, and accent-neutralization technologies has improved customer interactions. Advanced data analytics, including predictive and prescriptive tools, enable proactive, personalized engagement strategies. Regulatory challenges, such as stricter data protection laws, are driving the adoption of secure data practices. Additionally, AI-driven solutions, upskilling programs, and retention models are enhancing employee and customer satisfaction in key industries.

The CX Center Business Process Transformation 2024–2025 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 4–7)

• • Definition and scope
  • Key enterprise CX center business process transformation trends shaping the market
  • Avasant recognizes 29 top-tier service providers offering CX center business process transformation services

Demand-side trends (Pages 8–14)

• • Global businesses are heavily investing in Gen AI, making capabilities like case summarization and sentiment analysis more accessible and cost-effective
  • Innovative solutions such as accent-neutralization and AI translation are transforming customer interactions by enhancing clarity and inclusivity
  • Advanced data analytics, including predictive and prescriptive capabilities, are improving CX using customer journey mapping and forecasting behavior
  • Aligning employee experience with CX is imperative to drive retention and satisfaction as the role of human agents evolves from customer service to specialist advisor
  • Customer expectations emphasize the necessity for engagement across diverse devices through omnichannel experience
  • Telecom, media and entertainment and healthcare and life sciences continue to lead the demand for CX center outsourcing

Key contacts (Page 15)

Read the Research Byte based on this report. Please refer to Avasant’s CX Center Business Process Transformation 2024–2025 RadarView™ for detailed insights on service providers and supply-side trends.