CMSWire：2026客户体验外包报告：客户体验管理者如何重塑外包合作模式（英文版）（29页）.pdf

1、Presented ByHow CX Leaders Are Rethinking Their Outsourcing PartnershipsCX OutsourcingReport20262026 CX Outsourcing Report|01Table of Contents2Executive Summary3Who We Surveyed4Why This Report Matters5Key Takeaways8How CX Leaders Are Restructuring Outsourcing for 202615AI for CX Implementation:Outco

2、mes and Challenges20Current CX Outsourcing Roadblocks24Your 2026 Action Plan27Dont Let Complexity Stand In the Way of Success 28Appendix2026 CX Outsourcing Report|02In 2026,outsourcing is no longer simply a tactical lever for coverage or cost control.Its becoming deeply embedded into how organizatio

3、ns operate CX and increasingly tied to whether they achieve growth,efficiency,and trust goals.CX leaders are investing more in outsourcing than ever before,but confidence in long-term partner value remains fragile.Satisfaction scores are high,yet most organizations are actively reconsidering their v

4、endors.This disconnect reflects a structural mismatch:expectations for CX optimization,AI enablement,and value creation have advanced faster than many outsourcing models were designed to support.At the same time,AI has moved from experimentation to execution.Most organizations report that AI initiat

5、ives are meeting or exceeding expectations,particularly in agent enablement,quality,and self-service.The challenge is no longer whether AI works in CX,but whether it can be scaled responsibly.Data readiness,integration,governance,and operating model design often shared between clients and outsourcin

6、g partners now determine success.This report captures how CX leaders are responding to that reality.Based on insights from more than 400 senior CX,operations,and executive leaders,the findings reveal a market under pressure to do two things at once:improve experience quality while running leaner,fas