Web/E-Commerce Outsourcing Trends and Customer Experience 2015

September, 2015


The outsourcing of web and e-commerce systems and operations is rising again. Online sales are growing, business is shifting to mobile platforms, and organizations are reluctant to invest in aging data center infrastructure. As such, they are turning to outsourcing partners that can provide the latest expertise and a flexible, scaled approach to Internet infrastructure and systems. To help IT executives better assess their options, this study reports the percentage of organizations outsourcing web/e-commerce operations (frequency), the average amount of work outsourced (level), and the change to the amount of work being outsourced (net growth trend). We also present data on cost and service experience and on how these trends differ by organization size and sector. (8 fig., 14 pp.)
[Research Byte]