Web operations outsourcing is a well-known managed service in which organizations continue to expand their efforts. This shift toward web-enabled business processes and e-commerce has prompted many companies to reassess their online strategies. Many have turned to managed service providers to deliver highly available and reliable web and e-commerce systems. However, the rise in automated solutions and perhaps even generative AI may have given companies the confidence to tackle these tasks on their own. This Research Byte summarizes our full report on Web Operations Outsourcing Trends and Customer Experience.

Enterprises are strategically aligning their priorities to emphasize customer experience while concurrently optimizing costs. This approach has fueled the surge in nearshore outsourcing, underpinned by considerations such as data security, cultural alignment, and the imperative for swifter response times. The increased usage of digital channels, coupled with the integration of generative AI and cloud-based solutions, signifies a paradigm shift in the contact center outsourcing landscape. This technology integration is poised to drive the growth of contact center services as organizations increasingly seek tailored solutions by leveraging data-driven insights to navigate the intricate dynamics of the contemporary business environment. Demand-side and supply-side trends are covered in our Contact Center Business Process Transformation 2023–2024 Market Insights™ and Contact Center Business Process Transformation 2023–2024 RadarView™, respectively.

In the face of challenges such as cost pressures, climate compliance needs, labor shortages, and supply chain disruptions, the engineering and construction industry is aggressively pouring digital investments and adopting cutting-edge technologies — generative AI, advanced analytics, digital twin, and virtual reality — to address these challenges. Leveraging connected construction platforms, project management solutions, drone-based inspections, and modular construction, they aim to enhance project efficiency, reduce costs, and prioritize worker safety and technology usability. As this requires strong technological expertise and delivery capabilities, engineering and construction enterprises are collaborating with service providers for digital transformation. Both demand-side and supply-side trends are covered in our Engineering and Construction Digital Services 2024 Market Insights™ and Engineering and Construction Digital Services 2024 RadarView™, respectively.