2025

Global Impact Report

A practical look at how leading organizations are using outsourcing and AI to scale CX, improve resilience, and meet rising customer expectations.

Summary

CX outsourcing has evolved beyond closing tickets controling costs.

This year’s research examines how organizations are raising expectations for CX partners, expanding outsourcing, and integrating AI into CX operations — while keeping quality, trust, and the human experience intact.

Based on a survey of 400+ senior leaders across North America, the report captures how CX, operations, and executive teams are approaching outsourcing and AI in 2026.

Key Takeaways

Why outsourcing is becoming more central to growth, scalability, + business performance
How CX outsourcing is being evaluated beyond cost, with greater emphasis on quality, security, + consistency
Where organizations are applying AI across CX workflows + where maturity still lags
What leaders expect from outsourcing partners as AI adoption accelerates
Why humans + AI working together is emerging as the preferred CX model

If you’re reassessing your CX outsourcing strategy or planning how AI fits into your CX operations, this report offers groundedinsight to help guide those decisions.