With an ever-changing technology landscape alongside evolving customer expectations, we will explore the future impacts of CX ROI and discuss the influence it will have on what we measure. We attribute the demand spike to many factors, including an increase in outsourcing vs. insourcing due to staffing issues, costs, de-risking, and contingency planning. it outsourcing trends Also, many brands and organizations who “vowed” never to outsource have decided to migrate some or all of their internal call centers to BPOs. With wage inflation and rising costs in the U.S., expect nearshore and offshore growth to continue. More brands are embracing nearshore and offshore call centers for cost reduction and access to talent.

  • Helping client companies become more agile and efficient threatens their revenue model—it’s a disrupter, alright, but to the ITO’s revenue stream.
  • In particular, in the outsourcing industry, it has been predicted that robotic process automation (RPA) will continue to grow at an explosive rate.
  • More extended contracts can ensure you’re provided services even during uncertain times because you’ll work with a trustworthy outsourcing partner.
  • The advantages and opportunities that outsourcing offers their companies significantly outnumber the opportunities that in-house employment and corporate business structure offers.
  • It’s one of the most-talked-about topics pretty much anywhere today, and for good reason.
  • With effective strategies in place, companies will see higher ESAT, engagement, and retention from happy and productive team members.

One way is through chatbots, which can handle some basic customer service inquiries and even take orders via social media channels. Chatbots are also able to connect with other systems and track inventory levels and deals. By contrast, front office BPO consists of tasks such as providing inbound and outbound call center support, tech help, and sales. It puts effort into giving some of its manufacturing jobs back to the US employees. However, Walmart still collaborates with around ten thousand manufacturing plants in China. It is only natural that these companies will continue with this practice because of the benefits they get from outsourcing work to remote workers.


Some nearshore markets are already experiencing saturation, especially in places like Jamaica and Colombia. However, saturation is cyclical and almost always impacted by supply and demand. Most nearshore markets remain relatively unsaturated and capable of delivering high performance and scale. Offshore markets like the Philippines continue to deal with high saturation and high turnover. However, the Philippines is, and will likely remain, the de facto offshore destination for English language BPO services.

outsourcing trends 2023

KPMG’s multi-disciplinary approach and deep, practical industry knowledge help clients meet challenges and respond to opportunities. If you want to learn more about what to expect in fintech, check out our article on embedded finance in 2023 to know what to expect. It transcends the mundane and ordinary, breaking through conventional boundaries to unleash the full potential of individuals and teams. In this session, learn how Qualfon and Neiman Marcus’ cultural alignment has resulted in the ultimate strategic partnership.

Additional factors influencing IT outsourcing trends in 2023

Monitoring the most demanded IT outsourcing services is also essential for such analysis. The outsourcing trends in 2022 reflect the changes the pandemic brought to the outsourcing market in the last couple of years. It suggests that businesses must look for providers with high-quality services, aim for high flexibility, and leverage updated technology while outsourcing in 2023.

outsourcing trends 2023

One of the keys to business success is maintaining connections with your companies, suppliers, and outsourcing providers over the years. With the economy on a rollercoaster, businesses must meet the demands of their customers, and they must outshine the competition. Customers have plenty of options when it comes to selecting who they want to do business with, so it’s no surprise that the companies that rise to the top will be the ones providing the best support for their clients. While some think that outsourcing hurts a country’s economy, many companies around the globe still do it. In fact, a lot of companies have managed to survive by outsourcing non-core business activities.

Data protection

In this article, we’ll explore some of the emerging trends and predictions that are likely to shape the future of global outsourcing in 2023 and beyond. In our survey, more than half of the CIOs said they actually plan to increase the use of managed services. The cloud’s ascendency has given companies significant leverage to blow up the old model. New rules of engagement will take the form of more agile-driven agreements that include shorter timeframes, more flexible staffing, specific innovation benchmarks, and outcomes-based pricing. It’s a troubling gap that suggests a serious misalignment between business strategy and technology strategy.

Clients receive 24/7 access to proven management and technology research, expert advice, benchmarks, diagnostics and more. The chief aim of creativity used to be inspiring an emotional response through imagination and human connection. Now that algorithms and tech often sit between creator and audience, it’s become about playing the game or risking going undiscovered, which is influencing the end product—sometimes for the worse.

What are the benefits of IT outsourcing?

The lion’s share of companies that employ outsourcing to expand their range of services does not analyze the finished tasks in detail. Hence, there are delays in the entire project since finding the reason for an issue within the program or application is complex. Companies always cooperate with agencies offering specialists to ensure that they outsource experienced talent. This approach allows studying a particular professional’s former feedback and cases; thus, the risks will be low. It is worth noting that such tactics are fail-safe and are therefore becoming increasingly popular. No matter where your company is located, you will always find someone who offers the services you require cheaper.

outsourcing trends 2023

According to Statista, the IT outsourcing industry is growing at a CAGR of 8.93% and will be worth a market volume of $551,956.3 million by 2026. Also, Eastern Europe has a high percentage of skilled people (including tech professionals), affordable talent, and strong data security. An MSP is a third-party service provider that manages a specialized operation, like data security. This market will expand at a compound annual growth rate (CAGR) of 38.2% from 2022 to 2030. The demand for robotic process automation is increasing as companies realize it is more cost effective to use robots to perform repetitive tasks. Companies keeping abreast of emerging technology can use it to automate processes, increase efficiency, and simplify operations.

Is IT outsourcing right for my business?

With some feeling duped, brands must work out how to keep their product in the basket, long-term. Additionally, businesses can direct their internal resources away from mundane jobs and toward more important projects. This is especially helpful for smaller companies that don’t have the required expertise or personnel to carry out specific initiatives successfully. They are able to maintain their competitive advantage without having to make significant investments in recruiting full-time employees by outsourcing. 2022 was a leap for the IT outsourcing industry, with over $4.4 trillion spent on this industry, according to Gartner.

Contract Research Outsourcing Market 2023 Rising Trends, Growing Demand and Regional Analysis and Forecast 2029 – Yahoo Finance

Contract Research Outsourcing Market 2023 Rising Trends, Growing Demand and Regional Analysis and Forecast 2029.

Posted: Mon, 23 Oct 2023 08:09:00 GMT [source]

Outsourced IT services have proven to be a cost-effective and reliable way for companies to get their infrastructure up and running without the hassle of managing it themselves. By 2022, 90% of customer interactions will be facilitated by AI-based chatbots. Around 60% of millennials tend to be satisfied with chatbot-assisted purchase processes. Virtual customer assistants and chatbots are aspects of AI that are currently being used in customer service.

Accenture Life Trends 2024

Companies must continue to adapt to the new working environment and implement strong data security measures to protect against cyber threats. More companies are turning to serverless computing, which allows them to pay only for the actual processing time they use. In addition, organisations are moving their applications and data to the cloud, taking advantage of improved security and larger storage capabilities.