**Austin**: The newly released “2025 CX Outsourcing Report” from SupportNinja reveals a shift towards AI integration and strategic collaborations in customer experience outsourcing, prioritising customer satisfaction over cost, and emphasising the need for businesses to adapt to evolving market expectations.
SupportNinja, an Austin-based outsourcing service provider, has unveiled its second annual “2025 CX Outsourcing Report”, highlighting significant trends in customer experience (CX) outsourcing. The report, created in collaboration with CMSWire Insights, suggests that customer experience leaders are increasingly turning to artificial intelligence (AI) and strategic partnerships instead of merely focusing on cost reduction.
SupportNinja’s CEO, Craig Crisler, noted that outsourcing has evolved from mere task delegation to a strategic collaboration aimed at enhancing customer experience. “Today, it’s not just about task delegation – it’s about strategic collaboration,” Crisler stated. He emphasized the importance of integrating AI into CX strategies, arguing that its incorporation is essential for smart, scalable growth in the coming years.
According to the report, AI integration into customer experience programmes is becoming ubiquitous, with 83% of companies now actively applying AI technologies. Moreover, 77% of respondents indicated that the capability to utilise AI is a non-negotiable requirement for outsourcing vendors.
The findings also reveal a shift in the priorities of businesses regarding outsourcing. For the first time, 84% of executives cited the enhancement of customer satisfaction as their primary reason for outsourcing, overtaking traditional concerns related to cost reduction. Additionally, a vast majority of CX leaders (96%) acknowledged the necessity of aligning with partners that provide value, not just savings.
The research indicates that CX outsourcing is now expanding beyond traditional support services, with companies increasingly employing it for comprehensive customer experience management, encompassing customer success, support, and call centre operations. The report suggests that top CX teams are using outsourcing as a method to enhance their service capabilities while maintaining high standards of quality.
SupportNinja’s COO and CFO, Jacob Moetler, reflected on this transformation, asserting, “Outsourcing 2.0 drives CX impact, customer retention, and scalability.” He underscored the importance of viewing outsourcing as a strategic advantage rather than a mere operational remedy.
The report suggests that businesses should reevaluate their partnerships to ensure they adapt to shifting expectations in CX and AI innovations, as those failing to do so risk falling behind in a competitive marketplace. Downloadable for free on the SupportNinja website, the “2025 CX Outsourcing Report” aims to equip organisations with insights needed to navigate this rapidly evolving landscape.
Source: Noah Wire Services
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